HOUSEKEEPING NC III – TESDA COURSE MODULE

TESDA TRAINING REGULATIONS FOR HOUSEKEEPING NC III

The TESDA Course in HOUSEKEEPING NC III consists of competencies that a person must achieve to deliver and supervise housekeeping service operations in Tourism and hospitality related enterprises.

This Qualification is packaged from the competency map of the Tourism Sector (Hotel and Restaurant)

A person who has achieved this qualification is competent to be:

• Housekeeping Supervisor
• Public Area Supervisor
• Linen/Uniform Supervisor
• Laundry Supervisor
• Floor Supervisor

HOUSEKEEPING NC III – COURSE QUALIFICATION

Course Title: HOUSEKEEPING
Level: NC III
Nominal Training Duration :

Basic Competencies – 40 Hours
Common Competencies – 96 Hours
Core Competencies – 64 Hours
+ 64 Hours – Supervised Industry Learning (SIL)

Total Duration: 364 Hours

This course is designed to enhance the knowledge, skills, and attitudes in accordance with industry standards. This covers competencies that a person must achieve in performing tasks such as supervising room cleaning and maintenance requirement, housekeeping services to guests, laundry guests’ clothes and lines as well as implementing lost and found procedures.

Upon completion of the course, the learners are expected to demonstrate the above-mentioned competencies to be employed. To obtain this, all units prescribed for this qualification must be achieved.

TRAINEE ENTRY REQUIREMENTS

Trainees or students who would like to enroll in this course should possess the following requirements:

• Must have completed the 10-year basic education or an Alternative Learning System (ALS) Certificate of Completion with grade 10 equivalent holder
• Can communicate in basic English in both oral and written form
• Must be computer literate
• Can perform basic mathematical computation
• Must be competent in Housekeeping NC II qualification gained through training or experience or certification

COMPETENCIES REQUIRED IN HOUSEKEEPING NC III

To obtain this course, all units prescribed for this qualification must be achieved.

This units of competency comprising this qualification include the following:

UNIT CODE	CORE COMPETENCIES (64 Hours)
TRS515301	Supervise room cleaning and maintenance requirement
TRS515302	Supervise housekeeping services to guests
TRS515303	Implement lost and found procedures
TRS515304	Supervise laundry of linen, uniform and guest clothes
UNIT CODE	COMMON COMPETENCIES (96 Hours)
TRS141201	Receive and resolve customer complaints
TRS141202	Work cooperatively in a general administration environment
TRS141203	Maintain quality customer/guest service
TRS141204	Roster staff
TRS141205	Control and order stock
TRS141206	Prepare and deliver training sessions
TRS141207	Plan, conduct and evaluate staff performance assessment
UNIT CODE	BASIC COMPETENCIES (40 Hours)
400311319	Lead workplace communication
400311320	Lead small teams
400311321	Apply critical thinking and problem solving techniques in the workplace
400311322	Work in a diverse environment
400311323	Propose methods of applying learning and innovation in the organization
400311324	Use information systematically
400311325	Evaluate occupational safety and health work practices
400311326	Evaluate environmental work practices
400311327	Facilitate entrepreneurial skills for micro-small-medium enterprises (MSMES)

This section gives the details and contents of the units of competency required in HOUSEKEEPING NC III. These units of competency are categorized into basic, common and core competencies.

CORE COMPETENCIES

Core competency units comprising the qualification in HOUSEKEEPING NC III.

UNIT OF COMPETENCY : SUPERVISE ROOM CLEANING AND MAINTENANCE REQUIREMENT
UNIT CODE : TRS515301

This unit covers the knowledge, skills and attitudes required to conduct the monitoring, supervision and assessment of assigned housekeeping tasks.

1. Monitor housekeeping requirement procedures and resources
   • Use of Personal Protective Equipment (PPE) is monitored in compliance with Occupational Safety and Health Standards
   • External regulations are complied with according to industry standards
   • Tools, equipment and supplies are controlled according to housekeeping procedures
   • Accidents, injuries, and unsafe work conditions are responded in accordance with establishment procedures
   • Incidents reports are stored and maintained
2. Monitor cleanliness and safety in the workplace
   • Continuous monitoring of the cleanliness and safety of the workplace is done
   • Housekeeping issues are raised with designated personnel in accordance with workplace procedures
   • Maintenance and storage of tools, equipment and supplies are monitored in accordance with workplace standards
   • Records are stored and maintained
   • Emergency Management Plan is reviewed periodically
3. Assess and evaluate assigned tasks
   • Risk assessment activities are scheduled and applied based on industry standards
   • Safe workplace is ensured to protect the workers’ safety
   • Effectiveness of the systems are reviewed and assessed according to workplace standards
   • Necessary improvements are implemented
   • Compliance with legislations and internal requirements are maintained

UNIT OF COMPETENCY : SUPERVISE HOUSEKEEPING SERVICES TO GUESTS
UNIT CODE : TRS515302

This unit covers the knowledge, skills and attitudes required to supervise a range of general housekeeping services to guests. It includes regulatory requirements, plans and standard operating procedures and the current practices in the industry.

1. Monitor housekeeping team
   • Team’s understanding of regulatory requirements, including health and safety are assured
   • Housekeeping standard operational procedures (SOPs) are followed
   • Waste management and disposal are implemented according to workplace standards
   • Use of Personal Protective Equipment (PPE) is monitored accordingly
2. Update current practices in housekeeping
   • Trends and practices in the housekeeping industry are observed
   • Occupational safety and health practices are implemented in the workplace
   • Sources of information on issues affecting the hospitality industry are obtained
   • Updated industry knowledge and information to daily operation are applied
3. Evaluate housekeeping team’s performance vs. organizational standards
   • Team’s daily performance is measured against the organizational standards
   • Room allocation per day is evaluated according to housekeepers’ performance
   • Roster staffing is monitored vs the performance efficiency, type of room and the front office information for expected time of arrival and expected time of departure
   • Guests feedback are reviewed
4. Monitor usage of tools, equipment and supplies
   • Inventory of tools, equipment and supplies are verified based on Standards Operating procedures.
   • Preventive maintenance of tools and equipment are scheduled as required
   • Inventory and preventive maintenance results are submitted
   • Turn down service is evaluated as to cleanliness and good scent of room

UNIT OF COMPETENCY: IMPLEMENT LOST AND FOUND PROCEDURES
UNIT CODE : TRS515303

This unit covers the knowledge, skills and attitudes required to implement lost and found procedures in an accommodation facility. It includes the monitoring of safekeeping of unclaimed and the release of claimed, unclaimed lost and found items.

1. Monitor lost and found facility
   • Lost and found facility are checked
   • In-house lost and found policies and procedures are implemented
   • Storage area of lost and found items are regularly inspected
   • Legal requirements that apply to lost and found facilities are checked
2. Deal with lost and found items
   • Valuable, non-valuable and perishable items are checked and monitored for appropriate action
   • Recorded lost and found items are monitored as to safety and necessary action.
   • Inventory of lost and found items are periodically checked.
3. Deal with claims for lost and found items
   • Queries as to legal ownership of the lost and found items are facilitated.
   • Proper verification of ownership of property being claimed is supervised.
   • Identification cards presented are validated.
   • Authorization of the representative to claim the lost and found items is checked.
   • Lost and found registry are monitored as to completeness of report.
4. Deal with unclaimed items
   • Established policies and procedures on unclaimed lost and found items are monitored as to compliance.
   • Inventory of unclaimed lost and found items in storage are periodically checked.
   • Claims and release of lost and found items are monitored in accordance with policies and standards.

UNIT OF COMPETENCY : SUPERVISE LAUNDRY OF LINEN, UNIFORM AND GUEST CLOTHES
UNIT CODE : TRS515304

This unit covers the knowledge, skills, behavior and motivations required to supervise laundry of linen, uniform and guest clothes.

1. Manage the role and responsibilities of a laundry services
   • Documentation of laundered items are monitored and controlled
   • Laundry staff assignment are performed
   • Costing of laundry services is checked and monitored
   • Laundry tools, equipment and supplies are checked and monitored as to the required par stock
   • The use of Personal Protective Equipment (PPE) is ensured in compliance with Occupational Safety and Health Standards
2. Monitor laundry procedures
   • Receiving and checking of picked-up guest clothes are supervised in accordance with enterprise requirements
   • Received used inhouse items are evaluated
   • Segregation of guest clothes and linens are insured
   • Application of appropriate procedure for specific guest clothes and linens are monitored
   • Appropriate formula application for washing clothes and linen are supervised
   • Laundered items with unremoved stains are monitored for appropriate treatment
   • Worn out or damaged linen condemnation are supervised.
   • Staff use of laundry tools, equipment and supplies are monitored particularly for safety and maintenance
   • Removal of lint on guest clothes are checked Delivered linen from outsource laundry are evaluated
3. Supervise the costing, packaging and delivery of laundered items
   • Costing of laundered guest clothes are verified
   • Packaging of laundered items are monitored
   • On time delivery of laundered items are ensured
4. Supervise laundry facility maintenance
   • Post-cleaning laundry activities are monitored
   • Laundry tools and equipment are checked as to cleanliness, working condition of equipment and storage
   • Dry cleaning procedure is checked as to use of chemical
   • Daily internal laundry reports are evaluated

COMMON COMPETENCIES

UNIT OF COMPETENCY : RECEIVE AND RESOLVE CUSTOMER COMPLAINTS
UNIT CODE : TRS141201

This unit deals with the skills and knowledge required to receive and resolve customer complaints in a range of settings within the hospitality industry workplace context.

1. Identify and analyze the complaint
   • Verbal complaint, using active listening and empathy techniques is received and accurately recorded
   • The exact nature of the customer complaint are identified through appropriate communication techniques
   • Register or complaint file/s in accordance with the requirements of the enterprise information system are maintained
2. Respond to complaints
   • Complaints in accordance with organizational standards, policies and procedures are processed
   • Documentation in relation to complaints is obtained and reviewed
   • Register of complaints/disputes are updated
3. Determine and agree upon appropriate action to resolve complaint
   • Options to resolve the complaint within enterprise policy, procedures and guidelines are identified and reviewed
   • Action to resolve the complaint with the customer is agreed and confirmed.
   • A commitment to the customer to resolve the complaint is demonstrated
   • Customer is informed on the outcome of investigation of complaint investigation
4. Refer complaints
   • Complaints that require referral to other personnel or external bodies are identified
   • Complaint to appropriate personnel for follow up in accordance with individual level of responsibility are referred
   • All necessary documentation including investigation reports to appropriate personnel are forwarded
   • Complaints which cannot be resolved to an appropriate person are referred

UNIT OF COMPETENCY : WORK COOPERATIVELY IN A GENERAL ADMINISTRATION ENVIRONMENT
UNIT CODE : TRS141202

This unit deals with the skills and knowledge required to work cooperatively in a general administration environment in a range of settings within the labor divisions of the hospitality industry.

1. Develop effective team relationships
   • Relationships with team members and promote benefits of cooperative work consistent with organizational goals and objectives are developed and maintained
   • Responsibilities and assignments in a positive manner to promote effective relationships within the work group are undertaken
   • Courteous and appropriate communication with others in a manner, which reflects sensitivity to individual social and cultural differences in accordance with organizational requirements, are conducted
   • Communication techniques to relay information in a clear and concise manner are used
   • Language and tone appropriate to a particular audience, purpose and situation, taking into account the relevant factors involved are used
   • Issues that may lead to, or involve conflict with team members, or refer to appropriate persons are recognized and discussed
   • Routine workplace documentation is completed accurately and in a timely manner
2. Participate in team assignments
   • Individual responsibilities within the workgroup in accordance with organizational requirements are identified and met
   • Cultural differences within the team are recognized and accommodated
3. Contribute to team development
   • Both internal customer and external customer needs and expectations in accordance with organization standards, policies and procedures and within acceptable time frames are met
   • Encouragement and support to other team members to identify and organize professional development opportunities are given
   • Formal feedback and informal feedback on individual and team performance regularly from colleagues and supervisors to identify and implement improvements to products, services, processes or outcomes are sought
   • Personal work standards in a manner that supports the workgroup and organizational requirements are maintained
   • Positive contributions to the planning process to improve work practices are made
   • Non-discriminatory attitudes and language when interacting with customers, staff and management, consistently are used

UNIT OF COMPETENCY : MAINTAIN QUALITY CUSTOMER/GUEST SERVICE
UNIT CODE : TRS141203

This unit deals with the skills and knowledge required to maintain a quality customer/guest service within the hotel and travel industries.

1. Analyze signs, symbols and data
   • Technical plans are obtained according to job requirements
   • Signs, symbols and data are identified according to job specifications
   • Signs symbols and data are determined according to classification or as appropriate in drawing
2. Interpret technical drawings and plans
   • Necessary tools, materials and equipment are identified according to the plan
   • Supplies and materials are listed according to specifications
   • Components, assemblies or objects are recognized as required
   • Dimensions are identified as appropriate to the plan
   • Specification details are matched with existing/available resources and in line with job requirements
   • Work plan is drawn following the specifications
3. Apply freehand sketching
   • Where applicable, correct freehand sketching is produced in accordance with the job requirements

UNIT OF COMPETENCY : PERFORM MENSURATIONS AND CALCULATIONS
UNIT CODE : CON311203

This unit covers the knowledge, skills and attitudes on identifying and measuring objects based on the required performance standards.

1. Select measuring instruments
   • Object or component to be measured is identified, classified and interpreted according to the appropriate regular geometric shape
   • Measuring tools are selected/identified as per object to be measured or job requirements
   • Correct specifications are obtained from relevant sources
   • Appropriate measuring instruments are selected according to job requirements
   • Alternative measuring tools are used without sacrificing cost and quality of work
2. Carry out measurements and calculations
   • Accurate measurements are obtained according to job requirements
   • Alternative measuring tools are used without sacrificing cost and quality of work
   • Calculation needed to complete work tasks are performed using the four basic process of addition (+), subtraction (-), multiplication (x) and division (/)
   • Calculations involving fractions, percentages and mixed numbers are used to complete workplace tasks
   • Numerical computation is self-checked and corrected for accuracy
   • Instruments are read to the limit of accuracy of the tool
   • Systems of measurement identified and converted according to job requirements/ISO
   • Workpieces are measured according to job requirements

UNIT OF COMPETENCY : MAINTAIN TOOLS AND EQUIPMENT
UNIT CODE : CON311204

This unit covers the knowledge, skills and attitudes on checking condition, performing preventive maintenance and storing of construction painting tools and equipment.

1. Check condition of tools and equipment
   • Materials, tools and equipment are identified according to classification and job requirements
   • Non-functional tools and equipment are segregated and labeled according to classification
   • Safety of tools and equipment are observed in accordance with manufacturer’s instructions
   • Condition of PPE are checked in accordance with manufacturer’s instructions
2. Perform basic preventive maintenance
   • Appropriate lubricants are identified according to types of equipment
   • Tools and equipment are lubricated according to preventive maintenance schedule or manufacturer’s specifications
   • Measuring instruments are checked and calibrated in accordance with manufacturer’s instructions
   • Tools are cleaned and lubricated according to standard procedures
   • Defective instruments, equipment and accessories are inspected and replaced according to manufacturer’s specifications
   • Tools are inspected, repaired and replaced after use
   • Work place is cleaned and kept in safe state in line with Occupational Safety and Health Standards (OSHS)
3. Store tools and equipment
   • Inventory of tools, instruments and equipment are conducted and recorded as per company practices
   • Tools and equipment are stored safely in appropriate locations in accordance with manufacturer’s specifications or company procedures

BASIC COMPETENCIES

LEAD WORKPLACE COMMUNICATION (400311319) – This unit covers the knowledge, skills and attitudes required to lead in the effective dissemination and discussion of ideas, information, and issues in the workplace. This includes preparation of written communication materials.

1. Communicate information about workplace processes
2. Lead workplace discussions
3. Identify and communicate issues arising in the workplace

LEAD SMALL TEAMS (400311320) – This unit covers the knowledge, skills and attitudes to lead small teams including setting, maintaining and monitoring team and individual performance standards.

1. Provide team leadership
2. Assign responsibilities
3. Set performance expectations for team members
4. Supervise team performance

APPLY CRITICAL THINKING AND PROBLE – SOLVING TECHNIQUES IN THE WORKPACE (400311321) – This unit covers the knowledge, skills and attitudes required to solve problems in the workplace including the application of problem solving techniques and to determine and resolve the root cause/s of specific problems in the workplace.

1. Examine specific workplace challenges
2. Analyze the causes of specific workplace challenges
3. Formulate resolutions to specific workplace challenges
4. Implement action plans and communicate results

WORK IN A DIVERSE ENVIRONMENT (400311322) – This unit covers the outcomes required to work effectively in a workplace characterized by diversity in terms of religions, beliefs, races, ethnicities and other differences.

1. Develop an individual’s cultural awareness and sensitivity
2. Work effectively in an environment that acknowledges and values cultural diversity
3. Identify common issues in a multicultural and diverse environment

PROPOSE METHODS OF APPLYING LEARNING AND INNOVATION IN THE ORGANIZATION (400311323) – This unit covers the knowledge, skills and attitudes required to assess general obstacles in the application of learning and innovation in the organization and to propose practical methods of such in addressing organizational challenges.

1. Assess work procedures, processes and systems in terms of innovative practices
2. Generate practical action plans for improving work procedures, processes
3. Evaluate the effectiveness of the proposed action plans

USE INFORMATION SYSTEMATICALLY (400311324) – This unit covers the knowledge, skills and attitudes required to use technical information systems, apply information technology (IT) systems and edit, format & check information.

1. Use technical information
2. Apply information technology (IT)
3. Edit, format and check information

EVALUATE OCCUPATIONAL SAFETY AND HEALTH WORK PRACTICES (400311325) – This unit covers the knowledge, skills and attitudes required to interpret Occupational Safety and Health practices, set OSH work targets, and evaluate effectiveness of Occupational Safety and Health work instructions

1. Identify OSH compliance requirements
2. Prepare OSH requirements for compliance
3. Perform tasks in accordance with relevant OSH policies and procedures

EVALUATE ENVIRONMENTAL WORK PRACTICES (400311326) – This unit covers the knowledge, skills and attitude to interpret environmental Issues, establish targets to evaluate environmental practices and evaluate effectiveness of environmental practices

1. Interpret environmental practices, policies and procedures
2. Establish targets to evaluate environmental practices
3. Evaluate effectiveness of environmental practices

FACILITATE ENTREPRENEURIAL SKILLS FOR MICRO-SMALL-MEDIUM ENTERPRISES (MSMEs) (400311327) – This unit covers the outcomes required to build, operate and grow a micro/small-scale enterprise.

1. Develop and maintain microsmall-medium enterprise (MSMEs) skills in the organization
2. Establish and maintain clientbase/market
3. Apply budgeting and financial management skills

GLOSSARY OF TERMS

• Scaffolds – any temporary elevated platform (supported or suspended) and its supporting structure (including points of anchorage), used for supporting workers or materials or both
• Platform – A raised level surface on which people or things can stand
• Molding – Is a strip of material with various profiles used to cover transitions between surfaces or for decoration purposes
• Ceiling Panels – are boards secured to a ceiling frame either by fastening or laying
• Acoustical ceiling – Also called suspended ceiling, this type of ceiling uses inter-locking tee-runners and acoustically-designed panels
• Framing system – A framing system that uses metal furrings and accessories or a grid of inter-locking tee-runners and accessories
• Hangers – A wire, strap, or rod attached to an overhead structure, used to support the framework of a suspended ceiling
• Scaffolds and Components – any temporary elevated platform including lateral and diagonal support, access and anchorage used for supporting workers or materials or both
• Eaves or soffits frames – The framework that surrounds and supports the entire eave or soffit system
• Vents assembly – Vents assembly includes a vent structure having a mounting portion securing the vent structure over the opening in an eaves or soffits
• Hazards – An agent which has the potential to cause harm
  Surface – Pertains to the area where the laminate floors will be laid
• Leveling compound – A chemical mixture used to smooth uneven concrete or wooden floors
• Insulation – Serves as cushion or underlayment for the laminate flooring
• Laminate floor – Is a multi-layer synthetic flooring product fused together with a lamination process. It simulates wood (or sometimes stone) with a photographic applique layer under a clear protective layer. The inner core layer is usually composed of melamine resin and fiber board materials
• Parquet – This term is usually used to describe the most basic knowledge and skills needed to operate software products such as an operating system, a software application, or an automated Web design tool.
• Computer literate – This term is usually used to describe the most basic knowledge and skills needed to operate software products such as an operating system, a software application, or an automated Web design tool.
• 5S – The five in a 5S workplace organizational and housekeeping methodology refers to five steps – sort, set in order, shine, standardize and sustain.
• 3Rs – The principle of reducing waste, reusing and recycling resources and products
  • Reduce – The waste management concept of reducing what is produced and what is consumed
  • Reuse – The waste management concept of reusing items, or re-purposing them for a use different than what they are intended for
  • Recycling – The waste management concept of transforming again into a raw material that can be shaped into a new item