HOUSEKEEPING NC IV – TESDA COURSE MODULE

TESDA TRAINING REGULATIONS FOR HOUSEKEEPING NC IV

The TESDA Course in Housekeeping NC IV consists of competencies that a person must achieve to manage a team of housekeeping and laundry service staff for guests in hotels, motorist inn, restaurants, clubs, canteens, resorts, luxury liner and other establishments offering housekeeping services within the company’s established standards. Specifically, it includes competencies on planning and scheduling routine maintenance, repairs of physical assets; planning and managing housekeeping services for guests; managing lost and found procedures; managing inventory, storage and issuance of linen and uniform; and managing laundry/valet service.

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 Assistant Manager
• Housekeeping Manager
• Head Housekeeper
• Assistant Housekeeper Administrator
• Assistant Executive Housekeeper
• Laundry Manager

HOUSEKEEPING NC IV – COURSE QUALIFICATION

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

Basic Competencies – 47 Hours
Common Competencies – 190 Hours
Core Competencies – 120 Hours

Total Duration: 357 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 planning and scheduling routine maintenance and repairs of physical assets, managing housekeeping services for guests, lost and found, inventory, storage and issuance of linen and uniforms, supplies and equipment, and laundry and valet services.

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 Senior High School or an Alternative Learning System (ALS) Certificate of Completion
• Can communicate in intermediate English in both oral and written form
• Must be computer literate
• Can perform mathematical computation
• Must be competent in Housekeeping NC III qualification gained through training or experience or certification

COMPETENCIES REQUIRED IN HOUSEKEEPING NC IV

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 (120 Hours)
TRS515305	Plan and schedule routine maintenance, repairs of physical assets
TRS515306	Plan and manage housekeeping services for guests
TRS515307	Manage lost and found procedures
TRS515308	Manage inventory, storage and issuance of linen and uniforms
TRS515309	Manage Laundry/Valet Service
UNIT CODE	COMMON COMPETENCIES (190  Hours)
TRS141208	Maintain hospitality industry knowledge
TRS141209	Perform child protection duties relevant to the tourism industry
TRS141210	Develop and supervise operational approaches
TRS141211	Manage quality customer service
TRS141212	Manage finances within a budget
TRS141213	Plan and implement a series of training events
TRS141214	Use the assessment system for training outcomes
UNIT CODE	BASIC COMPETENCIES (47 Hours)
500311401	Utilize specialized communication skills
500311402	Develop and lead teams
500311403	Perform higher-order thinking processes and apply techniques in the workplace
500311404	Contribute to the practice of social justice in the workplace
500311405	Manage innovative work instructions
500311406	Manage and evaluate usage of information
500311407	Lead in improvement of Occupational Safety and Health (OSH) programs, policies and procedures
500311408	Lead towards improvement of environment work programs, policies and procedures
500311409	Sustain entrepreneurial skills

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

CORE COMPETENCIES

Core competency units comprising the qualification in HOUSEKEEPING NC IV.

UNIT OF COMPETENCY : PLAN AND SCHEDULE ROUTINE MAINTENANCE, REPAIRS OF PHYSICAL ASSETS
UNIT CODE : TRS515305

This unit covers the knowledge, skills, and attitudes required to plan and schedule maintenance, repairs and modifications to fixtures, furniture and equipment and other physical assets that may be found in guest rooms and public areas of accommodation establishments

1. Determine job requirements
   • Replacement or repair of tools and equipment/fixtures is assessed or confirmed in accordance with nature of fault, type, and economic feasibility.
   • Existing warranties and service agreements are checked to establish maintenance requirement
   • Estimates and quotations for cost detailing work to be carried out are provided
   • Approval for work is received in writing from appropriate personnel.
   • Details to specific site requirements are organized and confirmed with relevant personnel.
   • Labor, tools and equipment required for the job are identified and checked.
2. Allocate and order resource requirements
   • Relevant skills, qualifications and licenses of labor force are checked to ensure job requirements are fulfilled.
   • Labor force is scheduled to be available when required for work.
   • Details of job required concerning the department are organized and communicated
3. Schedule work
   • Work schedules are prepared to maximize productivity and meet company requirements.
   • Weather disruptions and other work contingencies are identified, assessed and considered in work schedule.
   • Urgent work requirements are scheduled and prioritized
4. Document work order
   • Details of schedule of job and resource requirements are clearly stated in work order.
   • Work order related to personnel in accordance with company requirements is evaluated.

UNIT OF COMPETENCY : PLAN AND MANAGE HOUSEKEEPING SERVICES FOR GUESTS
UNIT CODE : TRS515306

This unit deals with knowledge, skills and attitudes required to plan and manage to deliver housekeeping services in an accommodation facility.

1. Establish requirements needed in providing housekeeping services to guests
   • Housekeeping service requirements in accordance with the establishments’ policies and procedure are identified.
   • Housekeeping requests and service items available according to establishments’ requirements are recorded.
   • Required housekeeping personnel to service the guest rooms are identified.
2. Manage housekeeping services provided to guests
   • Recorded Housekeeping requests are monitored.
   • Provision/delivery of identified services for guests is ensured.
   • Services are coordinated/liaised with other staff.
3. Implement provisions of housekeeping services
   • Service delivery standards are planned and enhanced
   • Housekeeping services to guests are liaised with other departments
   • Housekeeping services for guests are monitored and evaluated.

UNIT OF COMPETENCY : MANAGE LOST AND FOUND PROCEDURES
UNIT CODE : TRS515307

This unit deals with knowledge, skills and attitudes required for establishing policies and procedures for lost and found items, monitoring of handling of claimed and unclaimed items in accordance with established standards.

1. Establish lost and found policies and procedures
   • In-house lost and found policies and procedures are developed according to establishment’s standards
   • Legal requirements that apply to lost and found items are identified.
   • Lost and found register is established.
2. Monitor lost and found items
   • Lost and found items are periodically checked as to safe keeping
   • List of lost and found items are disseminated to authorized personnel
   • Stored items are checked according to type/category
3. Monitor claim for lost item
   • Claimant’s inquiry either by phone, personal or in writing are assessed
   • Claimants Ownership of property is verified in accordance to workplace standards
   • Approval for the return of lost and found items are accomplished in accordance with workplace standards Lost and found registry is verified
4. Monitor unclaimed items
   • Policies and procedures for unclaimed items are complied with according to workplace standards
   • Legal obligations for unclaimed, unsafe and illegal items are complied with.
   • Unclaimed items from storage facility are documented and removed for releasing according to establishment standards

UNIT OF COMPETENCY : MANAGE INVENTORY, STORAGE AND ISSUANCE OF LINEN AND UNIFORM
UNIT CODE : TRS515308

This unit covers the knowledge, skills and attitudes required to establish stock inventory control, storage and issuance of linen and uniforms. It focuses on the skills required by managers to establish systematic procedures in linen and uniform handling.

1. Establish an effective system of storing linen and uniforms
   • System in storing of linen and uniform in the workplace is developed
   • Linen and uniform storage is monitored.
   • Space in storage is monitored for optimized use and maintenance
2. Establish inventory, storage and issuance of linen and uniform control system
   • Stock control systems are developed and implemented
   • Systems are monitored in the workplace and adjustments are made according to feedback and operational experience
   • Training of staff to minimize stock wastage is initiated.
3. Develop a system for issuance of linen and uniforms
   • System for issuance procedures for linens and uniforms are developed
   • Monitoring instrument for usage of forms for issuance of linens and uniforms are prepared
4. Evaluate delivery of linen and uniform stocks
   • Internal systems for identifying delivered linen and uniform for laundry are monitored
   • Delivered linen and uniform for laundry are verified against relevant documentation
   • Variations between the delivered items against documentation are investigated and followed-up
   • Requisitions for new stocks are evaluated

UNIT OF COMPETENCY : MANAGE LAUNDRY AND VALET SERVICE
UNIT CODE : TRS515309

This unit covers the knowledge, skills and attitudes required to manage laundry and valet services in an accommodation establishment. This role would generally be undertaken by experienced staff members with sound organizational and interpersonal skills

1. Establish requirements for providing laundry and valet service
   • Laundry and valet requirements are identified and developed in accordance with the establishments’ policies and procedures
   • Evaluation for laundry and valet requests is developed
   • Policy for laundry personnel is prepared accordingly
2. Monitor staff response to guest queries for laundry and valet services
   • Queries on policies and procedures are monitored in accordance with organizational standards.
   • Documentation in relation to the inquiry on laundry and valet services are evaluated.
3. Evaluate the implementation of the provisions for laundry and valet services
   • Procedures for receiving request for laundry and valet services are assessed
   • Procedures for delivery of laundry services to guests are monitored
   • Actions undertaken by laundry and valet personnel are evaluated

COMMON COMPETENCIES

UNIT OF COMPETENCY : MAINTAIN HOSPITALITY INDUSTRY KNOWLEDGE
UNIT CODE : TRS1412018

This unit deals with the skills and knowledge required to maintain hospitality industry knowledge in a range of settings within the hotel and travel industries workplace context.

1. Seek information on the hospitality industry
   • Sources of information on the hotel and travel industries are identified and accessed
   • Information on the hotel and travel industries to assist effective work performance within the industries are obtained
   • Specific information on relevant sector(s) of work are accessed and updated
   • Knowledge of the hotel and travel industries in the correct context to enhance quality of work performance are used
   • Information on other industries to enhance quality of work performance are obtained
2. Source and apply information on legal and ethical issues for the hospitality industry
   • Information on legal issues and ethical issues to assist effective work performance are obtained
   • Information on legal ethical issues are reviewed and selected
   • Day-to-day hospitality industry activities are conducted in accordance with legal obligations and ethical industry practices
3. Update hospitality industry knowledge
   • A range of opportunities to update general knowledge of the hotel and travel industries are identified and used
   • Current issues of concern to the industries are monitored
   • Knowledge with customers and colleagues as appropriate and incorporate this into day-to-day work activities are shared and updated

UNIT OF COMPETENCY : PERFORM CHILD PROTECTION DUTIES RELEVANT TO THE TOURISM INDUSTRY
UNIT CODE : TRS141209

This unit deals with skills and knowledge required to understand the issue of child sexual exploitation by tourists and apply simple protective measures which are applicable for staff working in the hotel and travel industries.

1. Identify the issue of sexual exploitation of children by tourists
   • The problem of child sexual exploitation of children by tourists (otherwise known as child-sex tourism) is defined
   • The impact of child sexual exploitation on children, communities and the hotel and travel industries is described
   • Suspicious behaviors that may be exhibited by child sex tourists are identified
2. Describe national, regional and international actions to prevent the sexual exploitation of children by tourists
   • The United Nations Convention on the Rights (UNCRC) of the Child and the main UN Articles relating to the rights of all children to be safe from sexual exploitation are located and familiarized
   • The national, regional and international initiatives to prevent the sexual exploitation of children by tourists are examined
   • Reporting mechanisms if suspicious behavior is observed are identified
3. Describe actions that can be taken in the workplace to protect children from sexual exploitation by tourists
   • A list of actions that can be taken by staff working in each labor division of the hotel and travel industries are prepared to prevent the sexual exploitation of children by tourists
   • The best action that can be taken by a staff for particular situations in preventing the sexual exploitation of children by tourists are selected
   • Participating in national and regional campaigns to promote greater public awareness and action to prevent child sexual exploitation in tourism destinations

UNIT OF COMPETENCY : DEVELOP AND SUPERVISE OPERATIONAL APPROACHES
UNIT CODE : TRS141210

This unit deals with the skills and knowledge required to develop and supervise operational approaches in a range of settings within the hotel industries.

1. Communicate work roles activities
   • Operational plans and objectives to team members are identified, developed and communicated
   • Skills of team members to tasks and duties and develop job responsibilities in line with enterprise guidelines are matched
   • Requirements of jobs and tasks clearly to team members are communicated establish appropriate targets and task objectives are developed
   • Work activities to ensure completion of tasks are prioritized in accordance with work requirements
   • Training and learning opportunities into work activities are identified and incorporated
   • Clear supervisory and reporting responsibilities in line with organizational requirements are maintained
2. Maintain effective working relations
   • Problems with team members are recognized and addressed
   • Assistance of team members when difficulties arise to achieve allocated tasks are sought
   • Requirements of work activities using a participative approach are communicated
   • Disagreements and conflicts constructively using appropriate conflict management strategies are managed
3. Provide feedback
   • Clear and constructive feedback to individuals to support achievement of outcomes are provided
   • Team and individual performances to ensure team members are able to achieve goals are monitored
   • Opportunity for individual development is identified
   • Clear supervisory and reporting responsibilities in line with organizational requirements are maintained

UNIT OF COMPETENCY : MANAGE QUALITY CUSTOMER SERVICE
UNIT CODE : TRS141211

This unit covers the knowledge, skills and attitudes required to manage customer service quality in the workplace within a tourism or hospitality context. It focuses on the need to develop active approaches to service quality issues with some strategic focus.

1. Develop approaches to enhance customer service quality
   • Information on customer needs, expectations and satisfaction levels is obtained using both informal and formal research.
   • Opportunities are provided for both customers and colleagues to provide feedback on products and services.
   • Changes in internal and external environments are reviewed and findings are integrated into planning for quality service.
   • Opportunities are provided for colleagues to participate in the customer service planning process.
   • Standards and plans are developed to address key quality service issues.
2. Manage the delivery of quality service
   • Customer service standards and expectations are clearly communicated to colleagues.
   • Access to information on service standards and delivery is provided to colleagues
   • Coaching is used to assist colleagues to deal with customer service issues and to take responsibility for service outcomes.
   • Customer service in the workplace is monitored to ensure standards are met in accordance with enterprise policies and procedures.
3. Monitor and adjust customer service
   • Feedback is sought from customers on an ongoing basis and this is used to improve performance where applicable.
   • Customer service problems are identified and adjustments to standards, systems and procedures are made to ensure continued service quality.
   • New approaches are communicated to all those involved in service delivery within appropriate timeframes.

UNIT OF COMPETENCY : MANAGE FINANCES WITHIN A BUDGET
UNIT CODE : TRS141212

This unit covers the knowledge, skills and attitudes required to take responsibility for budget management where others may have developed the budget.

1. Allocate budget resources
   • Funds are allocated according to agreed priorities.
   • Changes in income and expenditure priorities are discussed with colleagues prior to implementation
   • All relevant personnel are consulted and informed in relation to resource decisions
   • Awareness of the importance of budget control is promoted
   • Detailed records of resource allocation are maintained in accordance with enterprise control systems
2. Monitor financial activities against budget
   • Actual income and expenditures are checked against budget and at regular intervals
   • Financial commitments are included in all documentation to ensure accurate monitoring Deviations are identified and reported according to company policy and significance of deviation
   • Options for more effective management of deviations are investigated
   • Colleagues are advised of budget status in relation to targets within agreed timeframes
3. Identify and evaluate options for improved budget performance
   • Existing costs and resources are assessed and areas for improvement are identified
   • Desired outcomes are discussed with relevant colleagues
   • Research is conducted to investigate new approaches
   • Benefits and disadvantages of new approaches are defined and clearly communicated
   • Impacts on customer service levels and colleagues are considered when developing new approaches
   • Recommendations are presented clearly and logically to the
     appropriate person/department
4. Complete financial reports
   • All required financial reports are completed within designated timelines Clear and concise information are produced to enable informed decision making
   • Reports are promptly forwarded to the appropriate person/department.

UNIT OF COMPETENCY : PLAN AND IMPLEMENT A SERIES OF TRAINING EVENTS
UNIT CODE : TRS141213

This unit covers the knowledge, skills and behavior required to plan training events in response to identified workplace need and administer the implementation to optimize training effectiveness. This unit reflects a management function and not a trainer function and is likely to be applicable to an organization that has multiple workplaces/sites.

1. Plan a series of training events
   • Training needs are identified and verified
   • Training needs are identified and prioritized.
   • Resources available to support training events to address identified training need are determined
   • Training events that will address identified workplace training need are identified.
   • Availability of learners to attend and participate in identified training events are determined.
   • Stakeholders in planning activities are involved.
   • A schedule for implementing identified training events is developed.
   • An operational plan to support the implementation of identified training events is developed.
   • The implementation plan for training events with stakeholders is shared.
   • Identified learners to engage with established training events are encouraged
2. Implement a series of training events
   • Identified support for learners to attend identified training events is provided
   • Resources for supervisors to maintain required service levels during identified training events are provided
   • Learners of attendance requirements as required by the organization are advised
   • Feedback from learners on individual training events is captured
   • Planned schedule of training events on the basis of feedback and other issues arising is modified
   • Training events to monitor and evaluate their implementation are attended
   • Contact with training event organizers/providers is maintained
3. Review planning and implementation of a series of training events
   • The impact of attendance at training event is evaluated
   • The value-for-money provided by engagement with training events is assessed.
   • Ways in which more cost-effective use of training events could be effected are identified A report on the use of training events within the organization is prepared

UNIT OF COMPETENCY : USE THE ASSESSMENT SYSTEM FOR TRAINING OUTCOMES
UNIT CODE : TRS141214

This unit covers the knowledge, skills and behavior required to manage an assessment system for employees within a work context

1. Communicate the assessment system
   • The purpose of the assessment system is defined
   • Assessment system features and procedures to relevant stakeholders is documented and circulated
   • Procedures for keeping relevant stakeholders informed about key features of the assessment system are established
2. Provide support for enterprise assessors
   • Assessors meet required competency standards is verified
   • Required training for assessors is identified
   • Moderation of assessments is provided.
   • Feedback to assessors on their performance is provided
   • Networking amongst assessors is facilitated
3. Manage the assessment record keeping system
   • The internal records required to support the assessment system is identified and developed
   • The requirements for completing the assessment records are described
   • The assessment records are filed.
   • The assessment record keeping system is reviewed and updated.
4. Maintain quality assurance procedures
   • Quality assurance procedures for the assessment system are defined
   • Internal audits of the assessment system are undertaken
   • The results of quality assurance audits to improve the assessment system are used
   • The applicability of the existing quality assurance procedures to the dynamic nature of the assessment system is reviewed
5. Report on the contribution made by the assessment system to enterprise training and performance
   • The outcomes that the assessment system has produced are identified
   • The assessment system is reviewed
   • Recommendations for change to the assessment system are made
   • A report is produced and circulated
   • The existing assessment system on the basis of responses to the report is revised

BASIC COMPETENCIES

UNIT OF COMPETENCY : UTILIZE SPECIALIZED COMMUNICATION SKILLS
UNIT CODE : 500311401

This unit covers the knowledge, skills and attitudes required to use specialized communication skills to meet specific needs of internal and internal clients, conduct interviews, facilitate discussion with groups, and contribute to the development of communication strategies.

1. Meet common and specific communication needs of clients and colleagues
   • Specific communication needs of clients and colleagues are identified and met
   • Different approaches are used to meet communication needs of clients and colleagues
   • Conflict is addressed promptly in a manner which does not compromise the organization
2. Contribute to the development of communication strategies
   • Strategies for internal and external dissemination of information are developed, promoted, implemented and reviewed as required
   • Channels of communication are established and reviewed regularly
   • Coaching in effective communication is provided
   • Work related network and relationship are maintained
   • Negotiation and conflict resolution strategies are used where required
   • Communication with clients and colleagues is performed appropriate to individual needs and organizational objectives
3. Deliver a technical presentation
   • Presentation is delivered clearly, sequential and delivered within allotted time
   • Utilize appropriate media to enhance presentation
   • Differences in views/opinions are respected
   • Questions during fora are responded in a manner consistent with organizational standard
4. Represent the organization
   • When participating in internal or external forums, presentation is relevant, appropriately researched and presented in a manner to promote the organization
   • Presentation is clear and sequential and delivered within a predetermined time
   • Utilize appropriate media to enhance presentation
   • Differences in views are respected
   • Written communication is consistent with organizational standards
   • Inquiries are responded in a manner consistent with organizational standard
   • Consolidate ideas and suggestions
   • Generalize and summarize all ideas and suggestions
5. Facilitate group discussion
   • Mechanisms which enhance effective group interaction is defined and implemented
   • Strategies which encourage all group members to participate are used routinely
   • Objectives and agenda for meetings and discussions are routinely set and followed
   • Relevant information is provided to group to facilitate outcomes
   • Evaluation of group communication strategies is undertaken to promote participation of all parties
   • Specific communication needs of individuals are identified and addressed
6. Conduct interview
   • A range of appropriate communication strategies are employed in interview situations
   • Records of interviews are made and maintained in accordance with organizational procedures
   • Effective questioning, listening and nonverbal communication techniques are used to ensure that required message is communicated

UNIT OF COMPETENCY: DEVELOP AND LEAD TEAMS
UNIT CODE : 500311402

This unit covers the skills, knowledge and attitudes required to determine individual and team development needs and facilitate the development of the workgroup.

1. Foster Individual growth
   • Learning and development needs of team members are systematically identified in line with organizational requirements
   • Development plan to meet individual needs is collaboratively developed and implemented
   • Individuals are encouraged to self – evaluate performance and identify areas for improvement
   • Feedback on performance of team members is collected from relevant sources and compared with established team learning process
2. Foster individual and team growth
   • Learning and development program goals and objectives are identified to match the specific knowledge and skills requirements of competency standards
   • Learning delivery methods are appropriate to the learning goals, the learning style of participants and availability of equipment and resources
   • Workplace learning opportunities and coaching/ mentoring assistance are provided to facilitate individual and team achievement of competencies
   • Resources and timelines required for learning activities are identified and approved in accordance with organizational requirements
3. Monitor and evaluate workplace learning
   • Feedback from individuals or teams is used to identify and implement improvements in future learning arrangements
   • Outcomes and performance of individuals/teams are assessed and recorded to determine the effectiveness of development programs and the extent of additional support
   • Modifications to learning plans are negotiated to improve the efficiency and effectiveness of learning
   • Records and reports of competency are maintained within organizational requirement
4. Develop team commitment and cooperation
   • Open communication processes to obtain and share information is used by team
   • Decisions are reached by the team in accordance with its agreed roles and responsibilities
   • Mutual concern and camaraderie are developed in the team
   • Career planning for each member are monitored
5. Facilitate accomplishment of team goals
   • Team members actively participated in team activities and communication processes
   • Teams members developed individual and joint responsibility for their actions
   • Collaborative efforts are sustained to attain organizational goals

UNIT OF COMPETENCY : PERFORM HIGHER-ORDER THINKING PROCESSES AND APPLY TECHNIQUES IN THE WORKPLACE
UNIT CODE : 500311403

This unit of covers the knowledge, skills and attitudes required to use fundamental critical thinking skills in the workplace.

1. Evaluate effectiveness and efficiency of the workplace systems, processes and procedures.
   • Effectiveness and efficiency of workplace standards and procedures are examined.
   • Usage of inquiry and dialogue to communicate evaluation measures and results are implemented.
   • Evaluation reports are prepared and communicated to team members.
2. Foster the habit of critical inquiry and curiosity in the workplace.
   • Issues and situations are reflected on and wondered about.
   • Issues and problems in the workplace particularly in the policies, procedures and protocols are discussed and evaluated between and among teams.
   • Evaluation of efficiency and effectiveness of workplace policies, procedures and protocols are documented, communicated and agreed upon between and among teams.
   • Growth mindset and positive relationship and communication is applied in the context of curiosity and critical inquiry in the workplace.
3. Develop practical action plans for improving workplace conditions.
   • Evaluation of efficiency and effectiveness of workplace policies, procedures and protocols are documented, communicated to stakeholders.
   • Practical action plans in improving workplace conditions are formulated, presented and negotiated with stakeholders.
   • Proposed changes and directions are inquired, processed and negotiated between and among teams, and stakeholders as well of the organization.
   • Commitment to continuous improvement and change is highlighted.
   • Passion and dedication for changing and adapting to the demands of the 21st century workplace are considered.

UNIT OF COMPETENCY : CONTRIBUTE TO THE PRACTICE OF SOCIAL JUSTICE IN THE WORKPLACE
UNIT CODE : 500311404

This unit covers ways and means to assume active roles in resolving local and global challenges and to become proactive contributors to a more peaceful and sustainable world.

1. Update self on local, national and global trends/issues in the workplace
   • Media are regularly scanned/ monitored for trends and issues relevant to human rights, gender equality, promotion of culture of peace and nonviolence, global citizenship and appreciation of cultural diversity.
   • Knowledge and understanding of local, national and global issues and their interconnectedness and interdependency are acquired.
   • Notable issues and trends are critically examined and discussed with peers, colleagues, or family members.
2. Relate local and global trends to workplace context
   • Local events are reflected on for implications in one’s own situation and in the external global environment.
   • Sense of belonging to a common humanity, sharing values and responsibilities are developed.
   • Attitudes of empathy, solidarity and respect for differences and diversity are strengthened.
3. Engage and take actions on workplace issues and concerns
   • Effective and responsible actions at local, national and global levels are identified.
   • Motivation and willingness to take necessary actions are developed.
   • Attitude of “thinking globally and acting locally” is practiced.

UNIT OF COMPETENCY : MANAGE INNOVATIVE WORK INSTRUCTIONS
UNIT CODE : 500311405

This unit covers the knowledge, skills and attitudes required to sustain and develop a workplace environment in which improvement, innovation and learning are promoted and reinforced.

1. Review and analyze existing workplace practices
   • Current instructions and strategies to perform tasks in the workplace are reviewed
   • Climate for innovation at the organizational level is defined
   • Innovation drivers in the workplace are identified
2. Examine opportunities for continuous improvement and innovation of practices in the workplace
   • Effectiveness of innovative practices in the workplace is determined
   • Innovative behaviors of leaders or managers in the organization are assessed
   • Driving principles of innovation are discussed
3. Implement innovative ways in the conduct of usual workplace practices
   • Innovative behaviors in the workplace are performed
   • Innovative climate in the workplace is maintained
   • Adoption or modification of new ideas relevant to the organizational needs is achieved

UNIT OF COMPETENCY : MANAGE AND EVALUATE USAGE OF INFORMATION
UNIT CODE : 500311406

This unit of competency covers the knowledge, skills and attitudes required to support

1. Review information needs and sources
   • The information needs of individuals/teams are determined and the sources are identified.
   • Information held by the organization is reviewed to determine suitability and accessibility.
   • Plans are prepared to obtain information that is not available or accessible within the organization.
2. Collect and analyze information
   • Collection of information is interpreted timely and relevant to the needs of individuals/teams.
   •  Information is collected in formal suitable for analysis, interpretation and dissemination.
   • Information is analyzed to identify relevant trends and developments in terms of the needs for which is acquired.
3. Use management information systems
   • Management information systems are used to store and retrieve data for decision making.
   • Technology available in the work area/organization is used to manage information.
   • Recommendations for improving the information system are submitted to designated persons/ groups.
4. Report and disseminate analyzed information
   • The results of information gathering, analysis and synthesis are reported within specified time frames and to the standard defined by the organization.
   • The results of information gathering, analysis and synthesis are reported so they can be inputs to policy development and organization decision making.
   • Information which is gathered is disseminated to appropriate personnel within the specified timeframe

UNIT OF COMPETENCY : LEAD IN IMPROVEMENT OF OCCUPATIONAL SAFETY AND HEALTH (OSH) PROGRAMS, POLICIES AND PROCEDURES
UNIT CODE : 500311407

This unit covers the knowledge, skills and attitudes required to assess Occupational Safety and Health (OSH) practices and programs, recommend OSH program improvement initiatives, and implement recommended improvements on Occupational Safety and Health (OSH) Programs, Procedures and Policies

1. Assess Occupational Safety and Health (OSH) practices and programs
   • OSH practices and programs are reviewed based on workplace policies and procedures
   • Appropriate personnel or OSH reference guides are consulted for proper guidance based on workplace policies and procedures
   • Current practices and programs are evaluated based on acceptable level of OSH work standards
2. Recommend OSH program improvement initiatives
   • OSH work improvement initiatives are identified that are relevant with the workplace scenario
   • OSH program improvement plans are organized based on workplace policies and procedures
   • OSH program improvement plans are presented based on workplace policies and procedures
3. Implement recommended improvements on Occupational Safety and Health (OSH) Programs, Procedures and Policies
   • Approved improvements on OSH work improvement initiatives are communicated based on workplace policies and procedures
   • Concern personnel are guided in accordance with workplace policies and procedures
   • Implementation of the approved OSH initiatives are monitored in accordance with workplace policies and procedures
   • Implementation of approved OSH initiatives are evaluated based on workplace policies and procedures

UNIT OF COMPETENCY : LEAD TOWARDS IMPROVEMENT OF ENVIRONMENTAL WORK PROGRAMS, POLICIES AND PROCEDURES
UNIT CODE : 500311408

This unit covers the knowledge, skills and attitudes required in assessing environmental work practices and standards, recommending environmental work improvement initiatives and implementing recommended environmental improvements

1. Assess environmental work practices and programs
   • Environmental practices and programs are reviewed based on workplace policies
   • Appropriate personnel or environmental reference guides are consulted for proper guidance based on workplace policies*
   • Current practices and programs are evaluated based on acceptable level of environmental work standards*
2. Recommend environmental program improvements initiatives
   • Environment practices opportunities are Identified that are relevant with the workplace scenario
   • Environmental program improvement plans are organized based on workplace policies and procedures*
   • Environmental program improvement plans are presented based on workplace policies and procedures*
3. Implement recommended improvements on environmental programs, policies and procedures
   • Approved improvements on environmental work program initiatives are promoted based on workplace policies and procedures
   • Implementation of the approved environmental initiatives are monitored in accordance with workplace policies and procedures
   • Implementation of approved environmental initiatives are evaluated based on workplace policies and procedures

UNIT OF COMPETENCY : SUSTAIN ENTREPRENEURIAL SKILLS
UNIT CODE : 500311409

This unit covers the outcomes required to update and continue one’s professional development along entrepreneurship, including applying such growth in skills toward expanding the enterprise and developing its work force.

1. Enhance one’s business skills
   • Entrepreneurial skills development needs are identified and responded to promptly.
   • Market trends are monitored, anticipated and taken advantage of where feasible.
   • New technologies, products and processes are included/utilized where advantageous to the enterprise.
   • Constant dialog/linkages with other entrepreneurs/peers and stakeholders are maintained
   • Circulation and participation in business for a, meetings, conventions and exhibits are maintained.
2. Manage entrepreneurial practices
   • Ideas and comments for improvements are sought from workers and clients.
   • Staff/workers are encouraged and supported in their skills development and enhancement.
   • A culture of continuous improvement is fostered within the enterprise.
   • Innovations on the existing lines of products and services are encouraged
3. Expand markets and clientele
   • Enterprise is built up and sustained through judicious control of cash flows.
   • Profitability of enterprise is ensured though appropriate internal controls.
   • Unnecessary or lower priority expenses and purchases are avoided.
   • New markets and clients are identified based on current market trends

GLOSSARY OF TERMS

• BOSH – Basic Occupational Safety and Health
• CCTV – Closed Circuit Television
• Chemical – A product, normally in liquid form, used to clean a surface/for laundry
  Clean – Free from dirt, dust and any foreign matters
• Computer Literate – Is defined as the knowledge and ability to utilize computers and related technology efficiently, with a range of skills covering levels from elementary use to computer programming and advanced problem solving.
• Computer Room/Laboratory –  This area has an array of computer units where trainees are provided to learn and gain appropriate IT competencies as may be prescribe in the competency standard and curriculum. Computer units are in a LAN environment holed to an ISP for internet access.
• Condemning linen – Removal of worn out or damaged linen from circulation
• Contextual Learning –  this facility ensures that the underpinning knowledge, the science, mathematics and communication principles as applied to the technology are provided to the trainee.
• Deodorizer – A product used to absorb odour and any unpleasant smell
• Disinfectant – Any chemical agent used to destroy the growth of harmful organisms
  11. Distance Learning Area –  This is to enable the learning provision outside and away from the training institution in term of print and non-print media.
  Dry Cleaning – The process of cleaning of delicate garments, fabrics, etc., with the use of chemicals rather than water
• Duvet – A set of quilt usually down-filled used for bed making
• Emergency Management Plan – A document detailing the response of the venue/staff members when a variety of emergency situations arise
• External regulations – Referring to policies and guidelines issued by related government agencies
• ETA – Estimated time of arrival
• ETD – Estimated time of departure
• Extraction equipment – The equipment used for the removal of moisture from linens by way of high speed rotations
• Fittings – Anything attached to a ceiling wall or floor to house a room equipment
• Folding Machine or Automatic Folder – The machine which folds linen in a pre-determined way
• Formula – The combination of water, temperature and chemicals to successfully launder different categories of linen
• Furnishings – Movable items of furniture in a guest room, such as chairs and tables
• HACCP – Hazard Analysis Critical Control Point
• Kitchenette – A small kitchen or part of another room equipped with kitchen tools
• KPIs – Key Performance Indicators
• KRAs – Key Result Areas
• Laundry – Articles of clothing, linens, etc., that have been or are to be washed
• Learning Resource Center – This area is providing the trainee with the knowledge requirements in the various modules responding to the competencies. The area has an array of learning materials in print or soft-copies from a multimedia environment.
• Linens – Refers to all items that includes bed linen, food service linen and such other hotel clothing materials for laundry
• Lint – Loose fibers from the laundered linen that are to be removed through processing
• Malfunction – Failure to function properly
• Outsource laundry – Patronize external laundry contractor for the laundry of hotel linens
• OSH – OSH refers to ‘Occupational Safety and Health. It relates to workplace health and safety policies, procedures and practices
• Par stock – The amount of linen required for the days operation
• Polish – Used to enhance the smoothness and the glossy appearance of furniture and fixtures with a cloth and an appropriate chemical
• PPE – Personal protective equipment (includes the uniform and the safety materials)
• Practical work area – This area is where the trainee acquires the skills and knowledge components of the competencies prescribed by the standard.
• SOP – Standard Operating Procedure
• Suite room – Hotel accommodation with two rooms: receiving and bedroom
• Housekeeping trolley – A transport equipment used to move housekeeping supplies and linens from room to room
• Turndown service – Is the evening service to prepare the room for guest sleep that includes tidying the room, dimming the light and fixing the bed linen
• Twin room – Two beds in a room
• UHF – Ultra-high frequency