HKNC11 Training Plan 21st

21ST CENTURY SKILLS INTEGRATION PLAN
Module Title: DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE

Qualification: TRS311201 – HOUSEKEEPING NC II
Prepared by: CINDY S. ESMILLA– TRAINER
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Common Learning Assessment Criteria Integration Activity or Task Page Number activity/task?
Competency Outcome in the Module Preparations for the
trainer?
UC 1: Develop LO1. Seek 1.1 Sources of USAID 21st Page 24 The trainer will
and update information on information on the Century Page 29 prepare task sheet
industry the industry industry are correctly Module 6 NC II and Performance
knowledge identified and Presenting criteria in the
accessed Relevant
Evaluating the
Information
1.2 Information to assist
Integration validity of
effective work Activity 4: Data/Information &
performance is Assessing Data Analysis for
obtained in line with Validity of Data/ Research Topic
job requirements Information and prepared by the
Data Analysis trainee.
1.3 Specific information Techniques and
on sector of work is Procedures Trainee will answer
accessed and updated Performance Criteria
Let’s Apply: Checklist.
1.3 Industry information Data Collection
is correctly applied to and Data
day-to-day work Analysis for
LO2. Update activities Research Topic
DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

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continuously 2.1 Informal and/or Integration Module 6 NC II USAID 21st
relevant industry formal research is used Presenting Century
knowledge to update general Relevant Module 6 NC
knowledge of the Information II
industry Presenting
Key Facts: Relevant
2.2 Updated knowledge is How to Cite Information
shared with customers Sources7
and colleagues as Page 43-46
appropriate and Let’s Apply: Page 47-48
incorporated into day- Citing Your
to-day working Sources
activities

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LO3. Develop 3.1 Local knowledge is Module 6 NC II USAID 21st The trainer will
and update local developed to assist Presenting Century provide rubrics for
knowledge queries on Relevant Module 6 NC each group. Evaluate
local/national tourism Information II the action plan after
industry Presenting
the presentation.
Activity 2: Relevant
3.2 Local knowledge is Collecting Information
updated using formal Integration Information Each group will
and/or formal Page 10 prepare an action
research Let’s Apply: Page 15 plan in Sustainable
Possible research Development. They
3.3 Contact with local topics have to Identify
communities is practices in the
maintained workplace & home
that encourage
sustainable
development.
LO4. Promote 4.1 Promotional Module 6 NC II USAID 21st The trainees will
products and initiatives are Integration Presenting Century identify the steps for
services to described that may be Relevant Module 6 NC the critical inquiry
customers used to promote Information II method & identify
products and services Presenting
solutions &
4.2 Selling skills are Presenting Information
integrating new
applied according to information, ideas in the
customer needs Findings, Page 39 workplace.
Recommendation Page 47
s to stakeholders
Let’s Apply:

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Citing your
sources
Module Title: OBSERVING WORKPLACE HYGIENE PROCEDURES

Qualification: TRS311202- HOUSEKEEPING NC II
Prepared by: CINDY S. ESMILLA – TRAINER
How to tweak the

Objective or Core Learning Assessment Criteria Integration Activity or Task Page Number activity/task?
trainer?
The trainees will
UC 2: Observe LO1. Follow 1.1 Workplace hygiene Module 7 NC II USAID 21st provide and assess
Workplace hygiene procedures are Practicing Century validity of data &
Hygiene procedures implemented in line Occupational information
with enterprise and Safety and Module 3 NC II
Procedures gathered required
legal requirements Health policies Practicing
Occupational
by each client.
and procedures
1.2 Handling and Safety and
storage of items are Let’s Apply: Health The trainer will
undertaken in line Integration OSH in the policies and provide the specific
with enterprise and workplace procedures instructions to
legal requirements trainee & will
Page 20-27 evaluate them if
they follow the right
instructions.

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LO2. Identify and 2.1 Potential hygiene Integration Module 7 NC II USAID 21st The trainee will
prevent hygiene risks are identified Practicing Century perform Task Sheet
risks in line with Occupational Module 7 NC II on “How to Present
enterprise Safety and Practicing Information”. The
procedures Health policies Occupational
performance of the
and procedures Safety and
2.2 Action to Health
trainee must be
minimize and Activity 4: policies and reflected in
remove risks are OSH Preventive procedures Performance
taken within scope and Control Criteria Checklist
of individual Requirements Lets apply: based on their
responsibility of Assessing the accomplished task
enterprise/legal Key Facts: Work OSH of your in their work
requirements Safety Tips Home or schedule.
workplace
2.3 Hygiene risks
beyond the control Page 27-33
of individual staff
members are
reported to the
appropriate person
for follow up

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Module Title: PERFORMING COMPUTER OPERATIONS
Qualification: TRS311203 - HOUSEKEEPING NC II
How to tweak the

Objective or Learning Outcome Assessment Criteria Integration Activity or Task Page Number activity/task?
Core in the Module Preparations for
Competency the trainer?
UC 3: Perform LO1. Plan and 1.1 Requirements of Integration Module 6 NC II USAID 21st
Computer prepare for task to task are determined Presenting Century
Operations be undertaken Relevant
1.2 Appropriate Information Module 6 NC II
hardware and Presenting
software is selected Activity 5: Relevant
according to task Studying, Information
assigned and Applying and
required outcome recording Page 34-35
assessed
1.3 Task is planned to data/information Module 7 NC II
ensure OHS Practicing
guidelines and Module 7 NC II Occupational
procedures are Practicing Safety and
followed Occupational Health Policies
Safety and Health and
Policies and Procedures
Procedures
Page 57-63
Activity 7:
Executing Work
Activities
According to OSH USAID 21st

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LO2. Input data into 2.1 Data are entered Integration Work Standard Century
computer into the computer Module 8 NC II
using appropriate Exercising Module 8 NC II
program/application Efficient Exercising
in accordance with and Effective Efficient
company procedures Sustainable and Effective
Practices in the Sustainable
2.2 Accuracy of Workplace Practices in
information is the
checked and Session 1: Workplace
information is saved Identify the
in accordance with Efficiency and Page 6
standard operating Effectiveness of Page 24
procedures Resource Page 25
Utilization
2.3 Inputted data are
stored in storage Activity 5:
media according to Using Data to
requirements Assess Resource
Use
2.4 Work is performed
within ergonomic Let’s Apply:
guidelines Current Resource
Use
LO3. Access 3.1 Correct program/ Integration Module 6 NC II USAID 21st The trainer
information using application is Presenting Century should provide
computer selected based on Relevant the Steps on
job requirements Information Module 6 NC II Analyzing
Presenting
Quantitative and
3.2Program/application Session 1: Relevant
containing the Gather Information
Qualitative Data
information required Data/Information to meet & suggest

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is accessed according Page 6-9 the customer
to company Key Facts: Page 15 needs.
procedures Collecting
Information The trainee
3.3 Desktop icons are
should answer
correctly selected, Let’s Apply:
opened and closed for Possible Research
the Task Sheet on
navigation purposes Topics “Data Collection
& Data Analysis
3.4 Keyboard for Research
techniques are Topic”
carried out in line
with OHS
requirements for safe
use of keyboards
LO4.Produce/ 4.1 Entered data are Integration Module 6 NC II USAID 21st The trainee will
output data using processed using Presenting Century answer the Task
computer system appropriate software Relevant Sheet” on
commands Information Module 6 NC II Possible Research
Presenting
Topics.
4.2 Data are printed Activity 6: Relevant
out as required using Presenting Information
computer Information,
hardware/peripheral Findings, Page 39
devices in accordance Recommendation Page 39-42
with standard s to Stakeholders Page 4346
operating procedures Page 47
Key Facts:
4.3 Files and data are Everything You
transferred between Need to Know to
compatible systems Make a Basic

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using computer Presentation
software, hardware/
peripheral devices in Key Facts:
accordance with How to Cite
standard operating Sources
procedures
Let’s Apply:
Citing Your
Sources
LO5.Maintain 5.1 Systems for Integration Module 7 NC II USAID 21st The trainee will
computer system cleaning, minor Practicing Century answer the Task
maintenance and Occupational Sheet” on
replacement of Safety and Module 7 NC II Presenting
consumables are Health Policies Practicing
Information.
implemented and Procedures Occupational
5.2 Procedures for Safety and
ensuring security of Activity 6: Health The trainer will
data, including Safe Handling Policies and evaluate the
regular back-ups and Procedures of Procedures trainee if their
virus checks are Tools, Equipment presentations of
implemented in and Materials Page 46-48 information is
accordance with Page 56 more effectively.
standard operating Session 3: Page 57-66
procedures Perform Tasks in Page 66
5.3 Basic file Accordance with
maintenance Relevant OSH
procedures are Policies and
implemented in line Procedures
with the standard
operating procedures Activity 7:
5.4 Document system are Executing Work
maintained Activities

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According to OSH
Work Standards
Key Facts:
Safe Practices
and Procedures
when on the Job
Let’s Apply:
Working Safely
Module Title: PERFORMING WORKPLACE AND SAFETY PRACTICES

How to tweak the

trainer?
The trainees will
UC 4: Perform LO1. Practice 1.1 Correct health, Integration Module 7 NC II USAID 21st provide and assess
Workplace and workplace safety and Practicing Century validity of data &
Safety Practices procedures for security Occupational information
health, safety and procedures are Safety and Module 7 NC II
gathered required
security practices followed in line Health Practicing
by each client.

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with legislation, Policies and Occupational
regulations and Procedures Safety and The trainer will
enterprise Health Policies provide the specific
procedures Session 3: and instructions to
Perform Tasks in Procedures
trainee & will
1.2 Breaches of health, Accordance with
safety and security Relevant OSH Page 56
evaluate them if
procedures are Policies and Page 57-66 they follow the right
identified and Procedures Page 66 instructions.
reported in line
with enterprise Activity 7:
procedure Executing Work
Activities
According
1.3 Suspicious to OSH Work
behavior or unusual Standards
occurrence are
reported in line with Key Facts:
enterprise procedure Safe Practices
and
Procedures when
on the Job
Let’s Apply:
Working Safely
LO2. Perform child 2.1 Issue of sexual Integration Module 7 NC II USAID 21st
protection duties exploitation of Practicing Century
relevant to the children is identifies Occupational
tourism industry 2.2 National, regional Safety and Module 7 NC II
and international Health Policies Practicing
actions are and Procedures Occupational
described to prevent Safety and
the sexual Key Facts 7.1: Health Policies

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exploitation of What is and
children Occupational Procedures
2.3 Actions that can Safety and
be taken in the Health (OSH) Page 14-15
workplace are Page 67-69
described to protect Activity 8:
children from Reporting OSH
sexual exploitation Non-
Compliance
Activities
LO3. Observe and 3.1 Areas and people Integration Module 7 NC II USAID 21st
monitor people who require Practicing Century
observation and Occupational
monitoring prepared Safety and Module 7 NC II
Health Policies Practicing
3.2 Observation and and Procedures Occupational
monitoring activities Key Facts Safety and
are implemented 7.2:Declaration Health Policies
3.3 Apprehension of Policy and
offenders are Procedures
determined
Page 22
3.4 Offenders are Page 23
arrested according to Page 24
enterprise Page 25
procedures
3.5 Administrative
responsibilities are
fulfilled
LO4. Deal with 4.1 Emergency and Integration Module 7 NC II USAID 21st
emergency potential emergency Practicing Century

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situations situations are Occupational
recognized and Safety and Module 7 NC II
appropriate action Health Policies Practicing
are taken within and Procedures Occupational
individual’s scope of Safety and
responsibility Session 2: Health Policies
Prepare OSH and
4.2 Emergency Requirements for Procedures
procedures are Compliance
followed in line with Page 40
enterprise Activity 5: Page 41
procedures Setting the Stage Page 41-43
for a Safe Page 43-45
4.2 Assistance is Workplace
sought from
colleagues to resolve Key Facts:
or respond to Apply
emergency situations Appropriate
4.4 Details of Safety Measures
emergency situations in the Workplace
are reported in line
with enterprise Let’s Apply:
procedures Risk Assessment
LO5. Maintain safe 5.1 Safe personal Integration Module 7 NC II USAID 21st
personal standards are Practicing Century
presentation identified and Occupational
standards followed in line with Safety and Module 7 NC II
enterprise Health Policies Practicing
requirements and Procedures Occupational
Safety and
Session 2: Health Policies
Prepare OSH and

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Requirements for Procedures
Compliance
Page 40
Activity 5: Page 41
Setting the Stage Page 41-43
for a Safe Page 43-45
Workplace
Key Facts:
Apply
Appropriate
Safety Measures
in the Workplace
Let’s Apply:
Risk Assessment
LO6. Maintain a 6.1Workplace health, Integration Module 7 NC II USAID 21st
safe and secure safety and security Practicing Century
workplace responsibilities are Occupational
identified Safety and Module 7 NC II
6.2Framework to and Procedures Occupational
maintain workplace Safety and
health, safety and Session 2: Health Policies
security are Prepare OSH and
maintained Requirements for Procedures
Compliance
Page 40
6.3Procedures for Activity 5: Page 41
identifying and Setting the Stage Page 41-43
assessing health, for a Safe Page 43-45
safety and security Workplace
hazards and risks

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are implemented Key Facts:
Apply
6.4Injuries, illnesses Appropriate
and incidents are Safety Measures
investigated in the Workplace
Let’s Apply:
6.5Organization’s Risk Assessment
health, safety and
security
effectiveness are
evaluated
Module Title: PROVIDING EFFECTIVE CUSTOMER SERVICE

How to tweak the

trainer?
The trainees will
UC 5: Provide LO1. Greet 1.1 Customers are Integration Module 1 NC II USAID 21st provide and assess
Effective customer greeted according Participating in Century validity of data &
Customer to enterprise Workplace information
procedure Communication Module 1 NC II
Service gathered required
Participating in
1.2 Verbal and non- Workplace
by each client.
Session 1:
verbal Obtain and Communicatio

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communications Convey n The trainer will
are appropriate to Workplace provide the specific
the given situation Information Page 20-26 instructions to
Page 27-28 trainee & will
1.3 Non-verbal Activity 2: Page 29-32
evaluate them if
communication Communication Page 33
are observed when Sources
they follow the right
responding to instructions.
customers Activity 3:
Getting the Right
1.4 Sensitivity to Information in
cultural and social the Right Way
differences is
demonstrated Key Facts:
Strategies in
Receiving
Information
Effectively
Let’s Apply:
Practicing
Effective Ways to
Receive
Information
LO2. Identify 2.1 Appropriate Integration Module 1 NC II USAID 21st

customer needs interpersonal skills Participating in Century
are used to ensure Workplace
that customer needs Communication Module 1 NC II
are accurately Participating in
identified Session 1: Workplace
Obtain and Communicatio
2.2 Customer needs Convey n

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are assessed for Workplace
urgency so that Information Page 11-13
priority for service Page 34
delivery can be Activity 4: Page 35-39
identified Conveying Page39-40
Messages and
2.3 Customers are Ideas in the
provided with Workplace
information
Key Facts:
2.4 Personal limitation Strategies in
in addressing Conveying
customer needs is Information
identified and where Effectively
appropriate,
assistance is sought Key Facts:
from supervisor Choosing
Appropriate
Forms of
Communication
LO3. Deliver 3.1 Customer needs Integration Module 1 NC II USAID 21st

service to customer are promptly Participating in Century
attended to in line Workplace
with enterprise Communication Module 1 NC II
procedure Participating in
Session 2: Workplace
3.2 Appropriate Perform Duties Communicatio
rapport is Following n
maintained with Workplace
customer to enable Instructions Page 53
high quality service Page 54-57

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delivery Activity 6: Page 57
Interpreting and Page 58-59
3.3 Opportunity to Following
enhance the quality Routine Written
of service and Instructions
products are taken
wherever possible Key Facts:
Strategies to
Interpret Written
Instructions
Let’s Apply:
Interpreting
Instructions
Presented
LO4. Handle 4.1 Common Integration Module 1 NC II USAID 21st
queries through business tools and Participating in Century
use of common technology are used Workplace
business tools and efficiently to Communication Module 1 NC II
technology determine customer Participating in
requirements Activity 4: Workplace
Conveying Communicatio
4.2 Queries/ Messages and n
information are Ideas in the
recorded in line with Workplace Page 34-35
enterprise procedure Page 39-40
Key Facts: Page 42
4.3 Queries are acted Choosing
upon promptly and Appropriate
correctly in line with Forms of
enterprise procedure Communication
Let’s Apply:

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Practicing
Effective Ways to
Convey
Information
LO5. Handle 5.1 Guests are greeted Integration Module 1 NC II USAID 21st
complaints/conflict with a smile and Participating in Century
situations, eye-to-eye contact Workplace
evaluation and Communication Module 1 NC II
recommendations 5.2 Responsibility for Participating in
resolving the Session 2: Workplace
complaint is taken Perform Duties Communicatio
within limit of Following n
responsibility and Workplace
according to Instructions Page 53
enterprise policy Page 57
Key Facts: Page 61
5.3 Nature and details Strategies to Page 62
of complaint are Interpret Written Page62-63
established and Instructions
agreed with the
customer Activity 7:
Interpreting and
5.4 Threats to Implementing
personal safety are Instructions
identified and Following a
managed to personal Meeting
safety and
customers are Key Facts:
colleagues and Strategies to
appropriate Interpret and
assistance is Carry Out
organized Instructions

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5.5 Appropriate action Following a
is taken to resolve Meeting
the complaint to the
customers Let’s Apply:
satisfaction wherever Interpreting and
possible Carrying Out
5.6 Conflict situations Instructions
are resolved within Following a
scope of individual Meeting
responsibility by
applying effective
communication
skills and according
to enterprise policy
21ST CENTURY SKILLS INTEGRATION PLAN
Module Title: PROVIDING HOUSEKEEPING SERVICES TO GUESTS
How to tweak the

Core Learning Assessment Criteria Integration Activity or Task Page Number activity/task?
Competency Outcome in the Module Preparations for
the trainer?
The trainees will
UC 1: Provide LO1. Receive 1.1 Guest/staff Integration Module 1 NC II USAID 21st provide and
Housekeeping housekeeping housekeeping Participating in Century assess validity of
Services to requests requests and Workplace data & information
service delivery Communication Module 1 NC II
Guests gathered required
are accepted and Participating in
recorded in
by each client.
Activity 3: Workplace
accordance to

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enterprise Getting the Right Communicatio The trainer will
policies and information in the n provide the
procedures Right Way specific
Page 27-30 instructions to
1.2 Details of Key Facts 1.1 Page 33-37
trainee & will
requests made Strategies in
are confirmed Receiving
evaluate them if
and noted in Information they follow the
accordance with Effectively right instructions.
enterprise
procedures Key Facts 1.2:
Strategies in
Conveying
1.3 Apologies are Information
made when a Effectively
request has
arisen from a Let’s Apply:
delayed delivery Practicing Effective
of service Ways to receive
information
1.4 Request not
related to
housekeeping are
referred to
appropriate
department
LO2. Provide/ 2.1 Identifies Integration Module 1 NC II USAID 21st
Service service/item is Participating in Century
housekeeping obtained through Workplace Module 1 NC II
requests liaison with other Communication Participating in
staff in accordance Workplace
with enterprise Activity 6: Communicatio
procedures Interpreting and n

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Following Routine
2.2 Required items are Written
located and delivered Instructions Page 54-57
to guest room in Key Facts 1.5: Page 61-62
accordance with Strategies to
enterprise Interpret Written
procedures Instructions
2.3 Equipment is set Activity 7:

up in guest room in Interpreting and
accordance with the Implementing
request of the guest Instructions
Following a
2.4 Requested items Meeting
are removed from
guest rooms in
accordance with
enterprise
procedures
LO3. Provide 3.1 Guest is advised Integration Module 3 NC II USAID 21st

advice to guests on services and items Solving and Century
available through Addressing
housekeeping General Module 3 NC II
department Workplace Solving and
Problems Addressing
3.2 Guest is advised General
on use of items Activity 5: Workplace
delivered to guest Developing and Problems
room Presenting
Recommendation
3.3 The proper use of s Page 42-43
delivered item to the

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guest room is Key Facts 3.4:
demonstrated to guest Recommendations
and Decision
3.4 Liaise with other making
staff and department
to provide support Let’s Apply:
services Mini-Project 4:
Solution
Recommendation
LO4. Liaise with 4.1 Equipment Integration Module 1 NC II USAID 21st

other departments malfunction is Participating in Century
reported to Workplace
appropriate Communication Module 1 NC II
personnel in Participating in
accordance with Activity 4: Workplace
enterprise Conveying Communication
procedures Messages and
Ideas in the Page 34-41
4.2 Management is Workplace
advised on
dangerous or Key Facts 1.2:
suspicious Strategies in
circumstances in Conveying
accordance with Information
enterprise Effectively
procedures
Let’s Apply:
4.3 Other departments Applying the
are updated on the Critical Inquiry
status of service Method
requests

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Module Title: CLEANING AND PREPARING ROOMS FOR INCOMING GUESTS
How to tweak the

trainer?
The trainees will
UC 2: Clean and LO1. Set-up 1.1 Cleaning, supplies Integration Module 7 NC II USAID 21st provide and assess
Prepare rooms equipment and and equipment Practicing Century validity of data &
for Incoming trolleys required for Occupational information
servicing rooms are Safety and Module 7 NC II
Guests gathered required
correctly selected Health Policies Practicing
and prepared for Occupational
by each client.
and Procedures
use Safety and
Activity 4: Health The trainer will
1.2 Supplies for OSH Preventive Policies and provide the specific
trolleys are and Control Procedures instructions to
accurately Requirements trainee & will
identified and Page 28-29 evaluate them if

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HOTEL ACADEMY
selected or ordered Key Facts 7.4: Page 30 they follow the right
in sufficient Work Safety Tips instructions.
numbers in
accordance with
enterprise
procedures
1.3 Trolleys are safely

loaded with adequate
supplies in
accordance with
enterprise
procedures
LO2. Access 2.1 Rooms requiring Integration Module 6 NC II USAID 21st

rooms for servicing service are correctly Presenting Century
identified based on Relevant
information supplies Information Module 6 NC II
to housekeeping staff Presenting
2.2 Rooms are Studying, Information
accessed in Applying, and
accordance with the Recording Page 34
establishment's Assessed Data/ Page 34-36
customer service and Information Page 36
security procedures Page 37-38
Key Facts:
Ideas for
Presenting
Information
Let’s Apply:
Presenting

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HOTEL ACADEMY
Information from
your Content
Analysis
LO3. Make up 3.1 Beds and Integration Module 6 NC II USAID 21st

beds mattresses are Presenting Century
stripped, pillows Relevant
and linen are Information Module 6 NC II
checked for stains Presenting
and damage rooms Activity 6: Relevant
are checked Presenting Information
whether guests left Information,
any valuables Findings, Page 39
Recommendation Page 39-41
3.2 Items with stains s
are immediately to Stakeholders
segregated and
forwarded to the Key Facts:
laundry department Everything You
for proper Need to Know to
processing Make a Basic
Presentation
3.3 Bed linens are
replaced in
accordance with
enterprise standards
and procedures
LO4. Clean and 4.1 Rooms are cleaned Integration Module 7 NC II USAID 21st
clear rooms in correct order and Practicing Century
with minimum Occupational Module 7 NC II
disruption to guests Safety and Practicing
4.2 All furniture, Health Policies Occupational

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fixtures and and Procedures Safety and
fittings are cleaned Health
and checked in Activity 4: Policies and
accordance with OSH Preventive Procedures
enterprise and Control
procedures and Requirements
hygiene/safety Page 28-29
guidelines Key Facts 7.5: Page 31
4.3 Room supplies Hazard
are checked, Prevention and
replenished or Risk Control
replaced in
accordance with
enterprises
procedures
4.4 Pests are promptly
identified and
appropriate action
is taken in
accordance with
safety and
enterprise
procedures
4.5 Rooms are
checked for any
defects and are
accurately reported
in accordance with
enterprise
procedures
4.6 Damaged items
are recorded in
accordance with

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HOTEL ACADEMY
enterprise
procedures
4.7 Any unusual or
suspicious person,
item or occurrence
is promptly reported
in accordance with
enterprise
procedures
4.8 Guests belongings
left in vacated rooms
are collected and
stored in accordance
with lost and found
enterprise
procedures
LO5. Clean and 5.1 Trolleys and Integration Module 7 NC II USAID 21st
store trolleys and equipment are Practicing Century
equipment cleaned after use in Occupational
accordance with Safety and Module 7 NC II
safety and Health Policies Practicing
enterprise and Procedures Occupational
procedures Safety and
5.2 All items are Activity 5: Health
correctly stored in Setting the Stage Policies and
accordance with for a Safe Procedures
enterprise Workplace
procedures Page 41-43
5.3 Supplies and Key Facts 7.7:
items are checked Apply
and replenished or Appropriate
re –ordered in Safety
accordance with Measures in the

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enterprise Workplace
procedures
5.4 Additional
housekeeping
services is provided
as requested in
accordance with
enterprise
procedures
5.5 Turn over
procedure for next
shift is carried out in
accordance with
enterprise
procedures
Module Title: PROVIDING VALET SERVICE

How to tweak the

the trainer?
The trainees will
UC 3: Provide LO1. Provide valet 1.1 Role of valet is Integration Module 1 NC II USAID 21st provide and assess
Valet/ Butler services to defined in Participating in Century validity of data &
Service guests accordance with workplace information
enterprise policy communication Module 1 NC II gathered required
Participating in
1.2 Valet services are
by each client.
Key facts 1.2 : workplace

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prepared to be Strategies in communicatio
delivered Conveying n The trainer will
Information provide the specific
effectively instructions to
1.3 Valet services is Page 34-37
trainee & will
delivered within
limit of
evaluate them if
responsibility they follow the
right instructions.
1.4 Valet services is
recorded
LO2. Display 2.1 Rapport is Integration USAID 21st
Professional established and Module 1 NC II Century
standards feeling of goodwill are Participating in
enhanced between workplace Module 1 NC II
the guest within limit communication Participating in
of responsibility workplace
Activity 5: communicatio
2.2 Knowledge of Communication n
individual guest’s Protocols and
records is accessed Procedures: Lines
and utilized to of Page 43
provide personalized Communication
and quality services and
based on guest Communication
instructions and Storage
enterprise policy
2.3 Valet grooming

and communication
standards are
followed, in
accordance with

VILLA CACERES
HOTEL ACADEMY
enterprise policy
LO3. Care for 3.1 Luggage is set in Integration Module 6 NC II USAID 21st
guest property room based on guest Presenting Century
instructions and Relevant
enterprise policy Information Module 6 NC II
Presenting
3.2 Guest clothes may Activity 2: Relevant
be processed based Collecting Information
on guest instructions Information
and enterprise policy Page 10-11
Key Facts: Page 12-14
3.3 Shoes are cleaned Collecting Page 14-15
based on guest Information
instructions
Let’s Apply:
3.4 Repairs are made Possible
or organized based o Research
guest instructions in Topics
accordance with
enterprise policy
3.5 Confidentiality of
guest’s property and
activities is
maintained in
accordance with
legal and ethical
requirements

VILLA CACERES
HOTEL ACADEMY
Module Title: LAUNDERING LINEN AND GUEST CLOTHES
How to tweak the

the trainer?
The trainees will
UC 4: Laundry LO1. Collect 1.1 The role of an on Integration Module 7 NC II USAID 21 st
provide and assess
Linen and laundry for premise laundry is Practicing Century validity of data &
Guest Clothes laundering identified according Occupational information
functions to enterprise policy Safety and Module 7 NC II gathered required
1.2 Guest clothes are
by each client.
and Procedures Occupational
picked up in Safety and
accordance with Activity 6: Safe Health Policies The trainer will
enterprise policy Handling and provide the specific
Procedures of Procedures instructions to
Tools, trainee & will
1.3 In house items are Equipment and evaluate them if
picked up in Materials Page 46-48 they follow the
accordance with Page 49-50 right instructions.
enterprise policy Let’s Apply:
Handling of
Hand and
Power Tools
Let’s Apply:
Handling of
Equipment and
Machinery

VILLA CACERES
HOTEL ACADEMY
LO2. Perform 2.1 Items are correctly Integration Module 7 NC II USAID 21st
laundering sorted and counted Practicing Century
functions according to cleaning Occupational USAID 21st
process required and Safety and Century
urgency of the item Health Policies
2.2 Items for laundering and Procedures Module 7 NC II
are checked for Practicing
stains and are Activity 6: Safe Occupational
treated using the Handling Safety and
correct process Procedures of Health Policies
2.3 laundry methods Tools, and
are selected in Equipment and Procedures
accordance with Materials
textile labeling codes
and based on fiber Let’s Apply: Page 46-48
and fabric, dye, Handling of Page 49-50
fastness, degree of Hand and
spoilage and washing Power Tools
instructions
2.4 Laundry
equipment is
operated in
accordance with
manufacturer’s
instructions
2.5 any damage arising
from the laundering
process is recorded
and appropriate
persons is/are
notified in
accordance with
enterprise procedures

VILLA CACERES
HOTEL ACADEMY
2.6 Cleaning agents and
chemicals are used in
accordance with
manufacturer’s
instructions and
specific laundry
equipment
2.7 Items are checked
after laundering
process to ensure
quality cleaning
2.8 Pressing and
finishing processes
are correctly
completed in
accordance with
textile
characteristics and
client requirements
LO3. Process 3.1 Post cleaning Integration Module 7 NC II
laundered item laundry activity are Practicing
performed in Occupational
accordance with safety and
enterprise policy Health Policies
3.2 Results of cleaning and Procedures
are checked and
appropriate Activity 7:
additional action is Executing Work
taken Activities
3.3 Internal record and According to
billing instructions OSH Work
are processed in Standards
accordance with

VILLA CACERES
HOTEL ACADEMY
enterprise procedures Key Facts 7.8:
3.4 Necessary internal Safe Practices
laundry reports are and Procedures
produced when on the job
LO4. Return 4.1 Guest clothes are Integration Module 1 NC II USAID 21st
laundered item delivered in Participating in Century
accordance with Workplace
enterprise policy Communication Module 1 NC II
4.2 In-house items are Participating in
delivered in Activity 5: Workplace
accordance with Communicating Communicatio
enterprise policy Protocols and n
Procedures: Page 43-49
Lines of
Communication
and
Communication
Storage
Let’s Apply:
Lines of
Communication
and Storage
information

VILLA CACERES
HOTEL ACADEMY
Module Title: CLEANING PUBLIC AREAS,FACILITIES AND EQUIPMENT
How to tweak the

the trainer?
The trainees will
UC 5: Clean LO1. Select and 1.1 Equipment are Integration Module 7 NC II USAID 21 st
provide and assess
Public Areas, set-up equipment selected according to Practicing OHS Century validity of data &
Facilities and and materials type of cleaning to be Policies and information
done Procedure Module 7 NC II
Equipment gathered required
1.2 All equipment are Practicing OHS
checked if clean and
by each client.
Activity 4: Policies and
in safe working OHS Preventive Procedure
condition prior to use and Control The trainer will
1.3 Suitable dry and Requirements Page 28 provide the specific
wet cleaning agents Page 29-30 instructions to
and chemicals are Let’s Apply: trainee & will
selected and prepared OSH in the evaluate them if
in accordance with Workplace they follow the
manufacturer’s and right instructions.
relevant Key Facts 7.4:
occupational health Work Safety Tips
and safety
requirements
1.4 Protective clothing
are selected and used
where necessary
LO2. Apply 2.1 Furniture, fixtures, Integration Module 3 NC II USAID 21st

VILLA CACERES
HOTEL ACADEMY
cleaning technique ceilings and walling’s Solving and Century
are assessed for Addressing
cleaning General Module 3 NC II
2.2 Appropriate Workplace Solving and
cleaning equipment Problem Addressing
and chemicals are General
selected in Activity 2: Workplace
accordance with the Describing a Problem
type of material used routine
2.3 Cleaning technique procedural Page 12-20
is applied on Problem
furniture and walling Module 7 NC II
materials in Module 7 NC II Practicing OSH
accordance with type Practicing OSH Policies and
of material used Policies and Procedures
2.4 Appropriate Procedures Page 46
procedures is applied
in accordance with Activity 6:
the technique Safe handling
2.5 Equipment and procedures of
chemicals are Tools,
properly cleaned and Equipment and
stored in accordance Materials
with specifications
and requirements
LO3. Clean dry 3.1 Wet and dry areas Integration Module 7 NC II USAID 21st
and wet areas are prepared for Practicing OSH Century
cleaning and hazards Policies and
are identified and Procedures Module 7 NC II
assessed Practicing OSH
3.2 The work area is Activity 7: Policies and

VILLA CACERES
HOTEL ACADEMY
barricaded or Executing work Procedures
warning signs are Activities Page 57
placed, as according to
appropriate to reduce OSH Work
risk to colleagues and Standards
customers
3.3 Cleaning agents or
chemicals are
selected and applied
on specific areas in
accordance with
manufacturers
recommendations,
safety procedures
and enterprise
policies and
procedures
3.4 Equipment are used
safely in accordance
with manufacturers
recommendations
3.5 Garbage and used
chemicals are
disposed of in
accordance with
hygiene, safety and
environmental
legislation
requirements
LO4. Maintain 4.1 Equipment are Integration Module 7 NC II USAID 21st

and store cleaning cleaned after use in Practicing OSH Century
equipment and accordance with Policies and Module 7 NC II

VILLA CACERES
HOTEL ACADEMY
chemicals enterprise Procedures Practicing OSH
requirements and Policies and
manufacturer’s Activity 6: Safe Procedures
instructions Handling
4.2 Routine preventive Procedures of Page 46-47
maintenance is Tools, Equipment Page 48
carried out or and Materials
arranged in
accordance with
4.3 Defects are
identified and
reported in
accordance with
4.4 Equipment are
stored in the
designated area and
in a condition ready
to re-use
4.5 Chemicals are
stored and controlled
in accordance with
health and safety
requirements.
Module Title: DEALING WITH / HANDLING WITH INTOXICATED GUEST


VILLA CACERES
HOTEL ACADEMY
How to tweak the
the trainer?
The trainees will
UC 6: Deal LO1. Determine 1.1 Level of Integration Module 3 NC II USAID 21 st
provide and
With / Handle the level of intoxication of Solving/ Century assess validity of
Intoxicated intoxication guest is assessed in Addressing data &
accordance with General Module 3 NC II
Guests information
industry procedure Workplace Solving/
1.2 Offered assistance
gathered required
Problems Addressing
politely to General
by each client.
intoxicated guest in Activity 8: Workplace
line with enterprise Documenting Problems The trainer will
procedure Problems and provide the
1.3 Urgently referred Solutions specific
difficult situation to Page 69-70 instructions to
immediate boss as Key Facts 3.7: Page 71-72 trainee & will
per enterprise Documenting evaluate them if
regulations Workplace they follow the
1.4 Intoxicated guest Problems and right instructions.
lying on the floor is Solutions
not touched but is
carefully watched in
line with industry
practice
1.5 Sought immediate
assistance from
hotel security
personnel for the
situations that
posing a threat to
safety and security

VILLA CACERES
HOTEL ACADEMY
according to
enterprise procedure
LO2. Apply 2.1 Analyzed the Integration Module 7 NC II USAID 21st

appropriate situation carefully Practicing OSH Century
procedures a. Applied Policies and
procedures Procedures Module 7 NC II
appropriate to the Practicing OSH
situation and in Session 1: Policies and
accordance with Introduction to Procedures
organizational policy Problem Solving
b. Explained politely Page 6-7
the position to the
guest using
appropriate
communication
skills
2.2 Assisted the
guest to leave the
premises when
necessary in
accordance with
enterprise
procedure
LO3. Comply 3.1 Dealt with Integration Module 3 NC II USAID 21st
with legislation intoxicated persons Solving and Century
in line with industry Addressing Module 3 NC II
practice General Solving and
3.2 Dealt with Workplace Addressing
underage drinkers Problems General
with caution and Workplace
care in compliance Activity 3: Problems
with legal Investigating and

VILLA CACERES
HOTEL ACADEMY
regulations Documenting Page 21
3.3 Complied with Problem Areas
legislative Module 7 NC II
requirements as per Key Facts 3.2: Practicing OSH
alcoholic regulations What is Written Policies and
Documentation Procedures
Module 7 NC II Page 6-7

Practicing OSH
Policies and
Procedures
Session 1:
Introduction to
Problem Solving

VILLA CACERES
HOTEL ACADEMY

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21ST CENTURY SKILLS INTEGRATION PLAN

Module Title: DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE

How to tweak the

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

Module Title: OBSERVING WORKPLACE HYGIENE PROCEDURES

How to tweak the

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

How to tweak the

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

Module Title: PERFORMING WORKPLACE AND SAFETY PRACTICES

How to tweak the

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

Module Title: PROVIDING EFFECTIVE CUSTOMER SERVICE

How to tweak the

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

LO2. Identify 2.1 Appropriate Integration Module 1 NC II USAID 21st

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

LO3. Deliver 3.1 Customer needs Integration Module 1 NC II USAID 21st

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

How to tweak the

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

2.3 Equipment is set Activity 7:

LO3. Provide 3.1 Guest is advised Integration Module 3 NC II USAID 21st

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

LO4. Liaise with 4.1 Equipment Integration Module 1 NC II USAID 21st

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

How to tweak the

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

1.3 Trolleys are safely

LO2. Access 2.1 Rooms requiring Integration Module 6 NC II USAID 21st

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

LO3. Make up 3.1 Beds and Integration Module 6 NC II USAID 21st

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

Module Title: PROVIDING VALET SERVICE

How to tweak the

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

2.3 Valet grooming

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

How to tweak the

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

How to tweak the

LO2. Apply 2.1 Furniture, fixtures, Integration Module 3 NC II USAID 21st

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

DEVELOPED & PREPARED BY: CINDY S. ESMILLA – TRAINER

LO4. Maintain 4.1 Equipment are Integration Module 7 NC II USAID 21st