WEE

K 19
SS HE
G112:
House
keepin
g2

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 Ave Maria College
SENIOR HIGH SCHOOL DEPARTMENT
School ID No. 402686 Gov’t Permit No. 0059 s. 2015

SS HE Housekeeping 2

To my students in Housekeeping 2 :

You are now on the 19th week of this course. Take and Pass Institutional Assessment in Housekeeping
NC II.

Below is a Rating Sheet which where you are guided to perform the following tasks/competencies such
as: (1) Providing Housekeeping Services to Guest; (2) Cleaning and Preparing Rooms for Incoming
Guest in different room status; (3) Providing Valet/Butler Service; (4) Providing Laundry Service; (5)
Cleaning Public Areas, Facilities and Equipment; and (6) Dealing with/handle Intoxicated Guests.

DEMONSTRATION/OBSERVATION WITH ORAL QUESTIONING

Trainee’s name:
Trainer’s name: MRS. KRISTINE JANE D. ESPIRITU
Project-Based Assessment: COC 1/PROVIDE HOUSEKEEPING SERVICES TO GUESTS
Qualification: HOUSEKEEPING NC II
Date of assessment:
Time of assessment: 8AM TO 12NN – 1PM TO 5PM
Instructions for demonstration
Given the necessary materials, tools and equipment, the candidate must be able to receive
housekeeping requests, provide housekeeping request by guest/in-house staff, provide advice to guest
on how to operate delivered items request by guest and liaise with other departments if there are some
malfunction equipment in 30 minutes.
Materials and equipment:
 Roll away beds
 repairs and maintenance
 additional pillows and blankets & towels
 lost property inquiries
 additional room supplies
 change of linen
 follow-up cleaning
 first aid kit
 cleaning up spills
 baby sitting
 baby crib
OBSERVATION  to show if evidence is
Trainees should have at least 90% score to pass the demonstration. demonstrated

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During the demonstration of skills, did the candidate: Rating Rate
Accept and record guest/staff housekeeping requests and service delivery
5
in accordance to enterprise policies and procedure.
Confirm and note details of requests made in accordance with enterprise
5
procedures
Can apologies the delayed delivery of service to the guest. 10
Can refer request not related to housekeeping to the appropriate
5
department.
Can identify service/item obtained through liaison with other staff in
15
accordance with enterprise procedures.
Can locate and deliver the required items to guest room in accordance with
10
enterprise procedures.
Can set up the equipment in the guest room accordance with the request of
10
the guest.
Can remove the requested items from the guest rooms in accordance with
5
enterprise procedures.
Advise guest on services and items available through housekeeping
5
department.
Advice guest on the use of items delivered to the guest room. 5
Demonstrate to the guest the proper use of delivery of the item to the guest
5
room.
Can liaise with other staff and department to provide support services 5
Can report the malfunction of the equipment to appropriate personnel in
5
accordance with the enterprise procedures.
Advise management on dangerous or suspicious circumstances in
5
accordance with enterprise procedures.
Update other departments on the status of service requests. 5
Total 100
Trainee’s Signature: Date:
Trainer’s Signature: Date:

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 QUESTIONS
Satisfactory
A question to probe the candidate’s underpinning knowledge. response
The trainee should have at least 80% score to pass the oral questioning. Rating Rate

5
1. Give four items that are commonly requested by guests?
2. When the guests make a request, what information should you record? 10
3. If a guest wanted information regarding restaurants in the hotel, what can you
10
give to the guest?
4. What assistance can you provide to elderly people in the room? 5
5. Explain the procedure used when collecting an item from the guest room. 10
6. How can you report malfunctions? 5
7. If you see something suspicious, whom should you contact? 10
8. Give at least three types of items that are collected from rooms at the request 10
of guests?
9. What are the six items available to guests? 5
10. What are the two security requests made by staff to housekeeping? 10
11. How do you handle the guest request for safekeeping of his/her valuables? 10
12. Whom should you refer if the guest requested for the arrangement of his/her 10
flights to other tourist spots of the country? How?
Total 100

The candidate’s underpinning knowledge

 Satisfactory  Not Satisfactory
was:

Feedback to candidate:

Trainee’s signature: Date:

Trainer’s signature: Date:

DEMONSTRATION/OBSERVATION WITH ORAL QUESTIONING

Trainee’s name:
Trainer’s name: MRS. KRISTINE JANE D. ESPIRITU
Project-Based Assessment: COC 2/CLEAN AND PREPARE ROOMS FOR INCOMING

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Qualification:
Date of assessment:
Time of assessment:
Instructions for demonstration
GUESTS
HOUSEKEEPING NC II
8:00 am to 5:00 pm

Given the necessary materials, tools and equipment, the candidate must be able to clean and
prepare room for incoming guest in 1 hour.

Materials and equipment

 Cleaning supplies and equipment

 Furniture, fixtures and fittings
 Room supplies
 Bed linens/towels
 Amenities
OBSERVATION  to show if evidence is
Trainees should have at least 90% score to pass the demonstration demonstrated
During the demonstration of skills, did the candidate: Rating Rate
Correctly select and prepare for use cleaning supplies and equipment
3
required in servicing rooms
Accurately identify and select or order the supplies for trolleys in
5
sufficient numbers in accordance with enterprise procedures.
Safely load trolleys with adequate supplies in accordance with
5
enterprise procedures.
Correctly identify rooms requiring services based on information
supplied to housekeeping staff. 5
Access rooms in accordance with the establishment’s customer service
3
and security procedures.
Strip beds and mattress, pillows and linen are check for stains and
5
damage; rooms are also check whether guests left any valuables.
Segregate all items with stains immediately and forward to the
Laundry Department for proper processing. 5
Replace bed linens in accordance with enterprise standards and
5
procedures.
Clean and check all furniture, fixtures and fittings in accordance with
enterprise procedures and hygiene/safety guidelines. 5
Check, replenish or replace room supplies in accordance with 5
enterprise standards and procedures
Promptly identified pest and appropriate action is taken in accordance
with safety and enterprise procedures 3
Check rooms for any defects and are accurately reported in
accordance with enterprise procedures 5
Record damaged items in accordance with enterprise procedures 5
Promptly report any unusual or suspicious person, item or occurrence
in accordance with enterprise procedures 5

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Collect and store guest’s belongings left in vacated rooms in
accordance with lost and found enterprise procedures 5
Clean trolleys and equipment after use in accordance with safety and
enterprise procedures 5
Store all items correctly in accordance with enterprise procedures 3
Check and replenish or re-order supplies and items in accordance with
enterprise procedures 3
Provide additional housekeeping services as requested in accordance
with enterprise procedures 5
Turn over procedure for next shift is carried out in accordance with
enterprise procedures 5
Demonstrate ability to organize and carry out the complete guestroom
services* 5
Demonstrate ability to provide room service within the time frame
required by a commercial accommodation establishment* 5
Total 100
Trainee’s Signature: Date:
Trainer’s Signature: Date:

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 QUESTIONS
Satisfactory
A question to probe the candidate’s underpinning knowledge. response
The trainee should have at least 80% score to pass the oral questioning. Rating Rate

Extension/Reflection Questions 10
1. How will you perform making up room when there is a guest inside the
10
guestroom?
2. Between a check out room and request for make-up room which one will
10
you do first?
3. What are you going to do if you found out dead body inside the
10
guestroom?
4. Just in case the guest vomited inside the guestroom, what assistance will
10
you undertake?
5. Explain the proper loading of a Housekeeping trolley. 10
6. What is the difference between servicing a room and making up room? 10
7. Explain the safety measures in making up or bed making. 10
8. Discuss the task for turn-down service. 10
9. Where to park the cart or trolley? 10
10. Why do we need to hang the room status/signage while on cleaning the 10
guestroom?
Total 100

The candidate’s underpinning knowledge  Satisfactory  Not Satisfactory

was:

Feedback to candidate:

Trainee’s signature: Date:

Trainer’s signature: Date:

88
DEMONSTRATION/OBSERVATION WITH ORAL QUESTIONING
Trainee’s name:
Trainer’s name: MRS. KRISTINE JANE D. ESPIRITU
Project-Based Assessment: COC 3/PROVIDE VALET/BUTLER SERVICE
Qualification: HOUSEKEEPING NC II
Date of assessment:
Time of assessment: 8AM TO 12NN – 1PM TO 5PM
Instructions for demonstration

Given the necessary materials, tools and equipment, the candidate must be able to provide
valet/butler service in 30 mins.
Materials and equipment:

 Shoe cleaning kit

 Sewing kit
 Iron and ironing board
 Hangers
 Garments bag
 Plastic cellophane
 Compendium
 Menu
 Utensils
 Forms

OBSERVATION  to show if
Trainees should have at least 90% score to pass the demonstration. evidence is
demonstrated
During the demonstration of skills, did the candidate: Rating Rate
Define roles of valet in accordance with enterprise policy 5
Prepare to be deliver valet services 5
Deliver valet services within limit of responsibility 5
Record valet services 5
Establish rapport and feelings of goodwill are enhance between the guest with limit
10
of responsibility
Access knowledge of individual guest record and utilize to provide personalize and 5
quality services base on guest instructions and enterprise policy
Follow valet grooming and communication standards in accordance with enterprise 10
policy
Set luggage in room based on guest instructions and enterprise policy 5
Process guest clothes based on guest instructions and enterprise policy 10
Clean shoes based on guest instruction 10

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Repairs are made or organize based on guest instructions in accordance with 5
enterprise policy
Maintain confidentiality of guest’s property and activities in accordance with legal 5
and ethical requirements
Demonstrate ability to explain the current role of valet service within the 5
hospitality industry*
Demonstrate ability to care for guest property* 5
Demonstrate exemplary personal presentation and communication standard* 10
Total 100
Trainee’s Signature: Date:
Trainer’s Signature: Date:

QUESTIONS
Satisfactory
A question to probe the candidate’s underpinning knowledge. response
The trainee should have at least 80% score to pass the oral questioning. Rating Rate

5
1. How can you establish rapport with the guests?
2. How can you assure guests confidentiality of her/his transaction? 10
3. What is the proper way to be a well groomed butler/valet? 10
4. Give at least (5) characteristics required by a valet. 10
5. How can you access guest record to provide personalized and quality valet 10
service?
6. What are the proper ways to clean four types of shoes with the following 10
materials: leather, lace/gamosa, rubber and beaded?
7. How will you present to guests the appropriate clothes for a meeting with 10
other diplomats?
8. How can you assist in the repair of detached buttons on guests clothes? 5
9. What is the importance of effective communication to a butler service? 10
10. What are the proper ways of ironing different garments? 15
11. Identify (5) roles of a valet? 5
Total 100

The candidate’s underpinning knowledge

 Satisfactory  Not Satisfactory
was:

90
Feedback to candidate:

Trainee’s signature: Date:

Trainer’s signature: Date:

DEMONSTRATION/OBSERVATION WITH ORAL QUESTIONING

Trainee’s name:
Trainer’s name: MRS. KRISTINE JANE D. ESPIRITU
Project-Based Assessment: COC 4/LAUNDRY LINEN AND GUESTS CLOTHES
Qualification: HOUSEKEEPING NC II
Date of assessment:
Time of assessment: 8AM TO 12NN – 1PM TO 5PM
Instructions for demonstration

Given the necessary materials, tools and equipment, the candidate must be able to laundry linen
and guest clothes in 1 hour.
Materials and equipment:

 Washers
 Dryers
 Irons
 Sorting basket/shelves
 Hangers
 Labeller
 Sewing kit
OBSERVATION  to show if evidence is
Trainees should have at least 90% score to pass the demonstration. demonstrated
During the demonstration of skills, did the candidate: Rating Rate
Identify the role of an on premise laundry according to enterprise policy 5
Pick up of guest clothes in accordance with enterprise policy 5
Pick up of in house items in accordance with enterprise policy 5
Sort and count the items correctly according to cleaning process required
5
and urgency of the item
Check for stains of items for laundering and are treated using the correct
5
process
Select laundry methods in accordance with textile labeling codes and based 5
on fiber and fabric, dye fastness, degree of spoilage and washing

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instructions
Operate Laundry equipment in accordance with manufacturer’s
5
instructions
Record any damage arising from the laundering process and notified
5
appropriate person(s) in accordance with enterprise procedures
Use cleaning agents and chemicals in accordance with manufacturer’s
5
instructions and specific laundry equipment
Check items after the laundering process to ensure quality cleaning 5
Press and finish processes correctly in accordance with textile
characteristics and client requirements 5

Perform post cleaning laundry activity in accordance with enterprise policy 5

Check results of cleaning and appropriate additional action is taken. 5
Process internal record and billing instructions in accordance with
5
enterprise procedures
Produce necessary internal laundry reports 5
Deliver guest clothes in accordance with enterprise policy 5
Deliver in-house items in accordance with enterprise policy 5
Demonstrate ability to correctly identify the process required for different
5
types of laundry*
Demonstrate ability to operate laundry equipment safely* 5
Demonstrate ability to complete the full laundering process* 5
Total 100
Trainee’s Signature: Date:
Trainer’s Signature: Date:

QUESTIONS
Satisfactory
A question to probe the candidate’s underpinning knowledge. response
The trainee should have at least 80% score to pass the oral questioning. Rating Rate

15
1. What is the standard procedure for laundry?
2. What will be your basis for the choice of the laundry method to be use? 5
3. Why is it necessary to conduct post laundry activity? 10
4. How will you bill and deliver the guest laundry? 10
5. What is the proper way of operating washing machine? 10
6. How will you do the post laundry activity and explain why? 10
7. How do you care for laundry equipment and supplies? 5
8. Why is it necessary to keep the zipper zipped or buttons of a laundry items 5
before washing?
9. Just in case, the guest requested to dry clean her/his suede jacket then the 10
hotel does not have that kind of equipment, what will you do?

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 10. What do you mean by express service? 5
11. What are some common stains found on the bed linen? 5
12. If you are delivering guest laundry back to the guest room and there is a “Do 10
not Disturb” sign on the door, what actions would you take?
Total 100

The candidate’s underpinning knowledge

 Satisfactory  Not Satisfactory
was:

Feedback to candidate:

Trainee’s signature: Date:

Trainer’s signature: Date:

DEMONSTRATION/OBSERVATION WITH ORAL QUESTIONING

Trainee’s name:
Trainer’s name: MRS. KRISTINE JANE D. ESPIRITU
Project-Based Assessment: COC 5/CLEAN PUBLIC AREAS, FACILITIES AND
EQUIPMENT’S
Qualification: HOUSEKEEPING NC II
Date of assessment:
Time of assessment: 8AM TO 12NN – 1PM TO 5PM
Instructions for demonstration
Given the necessary materials, tools, equipment and chemicals, the candidate must be able to select and
set up equipment and material, apply cleaning technique, clean and dry wet areas, and maintain and
store cleaning equipment and chemicals in 30 minutes.

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Materials and equipment:
 Materials
Glass, leather, fabrics, brass/steel, wood, carpet, and hard floors
 Equipment
electrically-operated equipment such as scrubbers, polishers, vacuum cleaners
application of pressure washing techniques
application of high level cleaning techniques (e.g. industrial equipment)
mops, brushes and brooms, buckets, dusters, pans and garbage receptacles
 Chemicals
cleaning agents for specialized surfaces including window and glass cleaners, general and spot cleaning
agents, disinfectants, pesticides, deodorizers and furniture and floor polishers
OBSERVATION  to show if evidence
Trainees should have at least 90% score to pass the demonstration. is demonstrated
During the demonstration of skills, did the candidate: Rating Rate
Selects equipment according to type of cleaning to be done 3
Checks all equipment if it is clean and in safe working condition prior to use 3
Selects and prepares suitable dry and wet cleaning agents and chemicals in
accordance with manufacturer’s and relevant occupational health and safety 5
requirements
Selects and uses protective clothing where necessary 5
Assesses furniture, fixtures, ceilings and walling for cleaning 3
Selects appropriate cleaning equipment and chemicals in accordance with the
5
type of material used
Selects appropriate cleaning equipment and chemicals in accordance with the
4
type of material used
Applies cleaning technique on furniture and walling materials in accordance
5
with type of material used
Applies appropriate procedures in accordance with the technique 5
Cleans and stores equipment and chemicals, properly in accordance with
5
manufacturer’s specifications and requirement
Identifies and assesses wet and dry areas are prepared for cleaning and
5
hazards
Places the work area is barricaded or warning signs, as appropriate, to reduce
5
risk to colleagues and customers
Selects and applies cleaning agents or chemicals on specific areas in
accordance with manufacturer’s recommendations, safety procedures and 5
enterprise policies and procedures
Uses equipment safely in accordance with manufacturer's recommendations 5
Disposes off garbage and uses chemicals in accordance with hygiene, safety
5
and environmental legislation requirements
Cleans equipment after use in accordance with enterprise requirements and
5
manufacturer’s instructions
Carries out or arranges routine preventive maintenance in accordance with
5
enterprise procedures
Identifies and reports defects in accordance with enterprise procedures 5

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Stores equipment in the designated area and in a condition ready for re-use 5
Stores and controls chemicals in accordance with health and safety
5
requirements
Demonstrates ability to understand the importance of cleaning services to the
5
overall quality of service provided by the establishment/workplace*
Demonstrates ability to safely and efficiently select and use relevant
equipment and cleaning agents in accordance with acceptable 5
establishment/workplace procedures*
Total 100
Trainee’s Signature: Date:
Trainer’s Signature: Date:

QUESTIONS
Satisfactory
A question to probe the candidate’s underpinning knowledge. response
The trainee should have at least 80% score to pass the oral questioning. Rating Rate

1. How do you maintain the housekeeping equipment like a vacuum cleaner? 5

2. Can you identify cleaning equipment, chemicals and its uses? Give at least three
10
(3).
3. What is PPE and why is it necessary during the cleaning process in a public area? 10
4. How do you clean a mop before storing it away? 10
5. Will you identify the materials use for the flooring and the walls, and discuss the 10
proper cleaning and the appropriate cleaning materials to use?
6. How can you reduce risk/prevent accident to your colleagues and guests? 10
7. During cleaning, you notice a strong smell of a gas leakage and water leakage, 5
which one will you prioritize and why?
8. How do you manage hotel waste and garbage? 10
9. How will you care cleaning equipment and chemicals? Why? 5
10. What are four examples of equipment that can be used to clean surfaces? 10
11. Where should chemicals be stored after use and why? 5
12. After you have cleaned the floor, quite often is still wet, what can you do to stop 10
people from slipping on a wet floor?
Total 100

The candidate’s underpinning knowledge

 Satisfactory  Not Satisfactory
was:

95
Feedback to candidate:

Trainee’s signature: Date:

Trainer’s signature: Date:

DEMONSTRATION/OBSERVATION WITH ORAL QUESTIONING

Trainee’s name:
Trainer’s name: MRS. KRISTINE JANE D. ESPIRITU
Project-Based Assessment: COC 6/DEAL W/HANDLE INTOXICATED GUESTS
Qualification: HOUSEKEEPING NC II
Date of assessment:
Time of assessment: 8AM TO 12NN – 1PM TO 5PM
Instructions for demonstration
Given the necessary materials, tools and equipment, the candidate must be able to determine the level
of intoxication, apply appropriate procedures and comply with legislation in 30 minutes.

 Assess intoxication levels

 Provide/offer assistance
OBSERVATION  to show if
Trainees should have at least 90% score to pass the demonstration. evidence is
demonstrated
During the demonstration of skills, did the candidate: Rating Rate
Assess level of intoxication of guest in accordance with industry procedure. 10
Offer assistance politely to intoxicated guest in line with enterprise procedure 5
Refer urgently difficult situation to immediate boss as per enterprise regulations. 10
Carefully watch intoxicated guest lying on the floor and is not touched in line with
5
industry practice
Sought immediate assistance from hotel security personnel for the situations that
5
posing a threat to safety and security according to enterprise procedure.
Apply procedures appropriate to the situation and in accordance with organizational
10
policy
Explain politely the position to the guest using appropriate communication skills 10
Assist the guest to leave the premises when necessary in accordance with enterprise
10
procedure.
Deal with intoxicated persons in line with industry practice 5
Deal with underage drinkers with caution and care in compliance with legal
5
regulations
Comply with legislative requirements as per alcoholic regulations 5

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Demonstrate full knowledge of the effects of alcohol and factors which influence
5
guest actions*
Demonstrate knowledge of legal requirements for alcohol service and consumption* 5
Demonstrate knowledge of the benefits in creating a responsible licensed drinking
5
environment to self, colleagues and customer/guests*
Demonstrate knowledge of ways of assessing intoxication of guest* 5
Total 100
Trainee’s Signature: Date:
Trainer’s Signature: Date:

QUESTIONS
Satisfactory
A question to probe the candidate’s underpinning knowledge. response
The trainee should have at least 80% score to pass the oral questioning. Rating Rate

1. How will you handle the situation when an intoxicated guest held your arm and 10
pulled you towards the room?
2. How will you handle guest who arrive the hotel with the signs of intoxication? 10
3. What are the three (3) tips to remember in dealing with an intoxicated
10
guest/person?
4. Why is it important to record incidents involving intoxication? 10
5. What is the generic term of alcohol? 10
6. How do you define alcohol intoxication? 5
7. What are some symptoms or signs of alcohol intoxication? 10
8. What are the appropriate ways of asking an intoxicated guest to leave the 10
premises? Give at least three.
9. What are the three types of assistance that can be given to an intoxicated person? 10
10. What are you going to do if you notice your guest showing signs of alcohol 10
intoxication?
Total 100

The candidate’s underpinning knowledge

 Satisfactory  Not Satisfactory
was:

Feedback to candidate:

Trainee’s signature: Date:

Trainer’s signature: Date:

97
REMINDER:

1. Review all lessons from Week 16-17 in preparation for the 4th Quarter Exam.

Great job! One more week to go…

End of Week 19

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