EVIDENCE PLAN

Competency
standard: HOUSEKEEPING NC II
Unit of PROVIDE HOUSEKEEPING SERVICE TO GUEST
competency:
Ways in which evidence will be collected:

Third party Report

Demonstration &
Observation &
Questioning

Questioning

Portfolio

Written
The evidence must show that the trainee…

A) Guest/staff housekeeping requests and  

Service delivery are accepted and recorded
in accordance to enterprise policies and
procedure
B. Details of requests made are confirmed  
And noted in accordance with enterprise
procedures
C. Apologies are made when a request has
Arisen from a delayed delivery of service  
D. Request not related to housekeeping are  
referred to appropriate department.
E. Identified service/item is obtained through
liaison with other staff in accordance  
with enterprise procedures
F Required items are located and delivered to  
guest room in accordance with enterprise
procedure structure and its function
G Equipment is set up in guest room in  
accordance with the request of the guest
H. Requested items are removed from guest  
rooms in accordance with enterprise
procedures cleaning task establishment’s
customer service standards and security
procedures.
I . Guest is advised on services and items  
Available through housekeeping
department
 J. Guest is advised on use of items delivered to  
guest room
K. The proper use of delivered item to the guest
room is demonstrated to guest  

L. Liaise with other staff and department to  

provide support services
M. Equipment malfunction is reported to  
appropriate personnel in accordance with
enterprise procedures
N. Management is advised on dangerous or
suspicious circumstances in accordance  
with enterprise procedures manufacturer’s
recommendations, safety procedures and
establishment policies and procedures.
O. Other departments are updated on the status
of service requests  

TABLE OF SPECIFICATION

TEST ITEM DISTRIBUTION TOTAL

Content/ Objectives NUMBER PERCEN
Factual Compre Application OF ITEMS TAGE (%)
Knowledge hension

Receive
housekeeping 3 1 1 5 50%
request

5 50%
Provide /Service 3 1 1
housekeeping request
6 2 2 10 100%
 WRITTEN TEST
Name:_________________________________ Date :_______________

Check the appropriate box of your selected answer

1. Answer “True” or “False” to the following statement: You don’t need to write down details
of a request if you are going to handle the request yourself.

True  False 

2. Answer “True” or “False” to the following statement: You don’t always need to agree on a
delivery time with a guest.

True  False 

3. Answer “True” or “False” to the following statement: If there is a delay and the guest is
angry, the best thing to do is identify who is to blame.

True  False 

4. Answer “True” or “False” to the following statement: Even if another department is

delivering an item that a guest requested with you, it is good to follow up with guest to ensure they
received it.

True  False 

5. Answer “True” or “False” to the following statement: Using instructional sheets in different
languages and photos is helpful for guests who do not understand your language.

True  False 

6. Answer “True” or “False” to the following statement: When demonstrating how to use an
item to guests, it is important that they try to do it whilst you are in the room.

True  False 

7. Answer “True” or “False” to the following statement: When an item has malfunctioned, it
must be replaced immediately.

8. Answer “True” or “False” to the following statement: If a guest is doing something that is
legal however immoral you should act immediately.

True  False 

9. Guests will often call housekeeping for instructions on how to operate items in the room.
What are two items that guests may require instructions for?

10. If a guest wanted information regarding restaurants in the hotel, what can you give the guest?
 PERFORMANCE TEST

SPECIFIC INSTRUCTION FOR THE CANDIDATE

QUALIFICATION: Housekeeping NC II

PROVIDE/SERVICE HOUSEKEEPING REQUEST

Title of PBA:
TO GUEST

Unit of Competency
PROVIDE HOUSEKEEPING SERVICE TO GUEST
Covered:

General Instruction:

Given the necessary tools and materials, you are required to perform
provide housekeeping service to guest within the given time in
accordance with the industry standards.

Specific Instruction:
1. Received and answered inquiries promptly, clearly and
accurately.
2. Ask Pertinent question to complete the details of the
request:
 Name of the Guest and the room number.
3. Record request accurately
4. Ask Additional information about the request.
 RATING SHEET
NAME:

PROVIDE/SERVICE HOUSEKEEPING REQUEST TO

Title of PBA:
GUEST

Unit of Competency
PROVIDE HOUSEKEEPING SERVICE TO GUEST
Covered:

OBSERVATION  to show if
evidence is
demonstrated
During the demonstration of skills ,did the Yes N N/
candidate: o A
1. Received and answered inquiries promptly, clearly   
and
2. accurately.
Ask Pertinent question to complete the details of the   
request:
 Name of the Guest and the room number.
 Type of Request.
3. Record request accurately   

4. Ask Additional information about the request.   

The candidate’s demonstration was:

Satisfactory  Not Satisfactory 

Comments/Suggestion:
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
 QUESTIONING TOOL

NAME:
PROVIDE/SERVICE HOUSEKEEPING REQUEST TO
Title of PBA:
GUEST
Unit of Competency
PROVIDE HOUSEKEEPING SERVICE TO GUEST
Covered:
Satisfactory
Questions to probe the candidate's underpinning knowledge
response
Extension/Reflection Questions Yes No
1. What types of housekeeping requests guests make?  
2. How we can provide for these requests.
 
Safety Questions
3.When you would need to liaise with other staff to obtain or  
deliver services or items
4. What items are commonly delivered to rooms  
Contingency Questions
5.What assistance can you provide to elderly persons  
Infrequent Events
6. What is the importance of timely delivery of items to guests  
7.What items are commonly set up in the rooms  
Rules and Regulations
8.Possible causes of a delayed delivery  
9. what are the process of informing guests if there is a delay
 
The candidate's underpinning Satisfactory Not Satisfactory
knowledge was:

Name & Signature of Trainer Date:

Name & Signature of Trainee Date:

Prepared by: Concurred by: Approved by:

Inocentes B. Boco Dr. Jacqueline S. De Paz Vivian E. Abueva

Housekeeping Trainer School Administrator Provincial Director