_cblm_housekeeping_1.doc

COMPETENCYBASEDLEARNING MATERIAL

Sector: TOURISM Qualification: HOUSEKEEPING NCII Unit of Competency: Provide Housekeeping Services to Guest Module Title: Providing Housekeeping Services to Guest

TABLE OF CONTENTS HOW TO (UNIT OF COMPETENCY)………………………………………..…............. Learning Outcome Summary ......................................................................... LEARNING EXPERIENCES ........................................................................... Information Sheet No……………………………………………………..................... Self-Check No.................................................................................. Answer Key No…….............................................................................. Information Sheet No. …………………………………………… …………………..... Self-Check ……… ................................................................................. Task Sheet ……………………………………………………………………..………….. Procedural Checklist ……............................................................................

HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL Welcome to the Competency Based Learning Materials for the module: (Provide Housekeeping Services to Guest) This competency Based Learning Materials contains training materials and activities for you to complete. The unit of competency (Provide Housekeeping Services the knowledge, skills and attitudes required for a (HOUSEKEEPING NCII)

to Guest) contains

You are required to go through learning activities in order to complete each learning outcomes of the module. In each learning outcomes, there are Information sheets, Operation sheets/Job sheets and Reference Materials for further reading to help you better understand the required activities. Follow these activities on your own and answer the Self-Check at the end of each learning outcome. You may tear a blank Answer Sheet at the end of each module or get one from your facilitator/trainer to write your answers for each self-check. If you have questions, don’t hesitate to ask your facilitator for assistance.

Recognition of Prior Learning (RPL)

You may have some or most of the knowledge and skills covered in this learner’s guide because you have:  Been working for some time.  Already completed training in this area. If you can demonstrate to your trainer that you are competent in a particular skill, you don’t have to do the same training again. I you feel you have some skills, talk to your trainer about having them formally recognized. If you have a qualification or Certificate of competence from previous training, show it to your trainer. If required to demonstrate these skills, do so. If the skills you acquired are still relevant to the module, they may become part of the evidence you can present for RPL. At the end of this Competency Based Learning Material, a Learner’s Diary is used to record important data, jobs undertaken and other workplace events that will assist in providing further details to your trainer or assessors. A Record of achievement is also provided for your trainer to complete once you completed the module. This module was prepared to help you achieve the required competency and the source of information for you to acquire knowledge and skills in Installing of electrical protection

system with minimum supervision or help from your instructor. With the aid of this material, you will acquire the competency independently at your own pace. 

Talk to your trainer and agree on how you will both organize the training of this unit. Read through the learning guide carefully. It is divided into sections that cover all the skills and knowledge you need successfully complete in this module.

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Work through all the information and complete the activities in each section. Read all information sheets and complete the self-check,suggested references are included to supplement the materials provided in this module.

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Your instructor will be you trainer, supervisor or manager who is there to support you and show you the correct way of doing things covered in your training.

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Your trainer will tell you about the important things you need to consider when you are completing activities and are important that you listen and take notes.

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You will be given an opportunity to ask questions and practice on the job.

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Make sure you practice your new skills during regular work shifts in order to improve your speed, memory and self-confidence.

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Communicate to your workmates with relevant experiences and ask for their guidance.

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Use the self-check questions to test your own progress.

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When you are ready, ask your trainer to observe you in performing the activities stipulated in the competency based learning materials.

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After finishing these activities, ask for written feedback on your progress. Your trainer keeps feedback/pre-assessment report; when you have successfully completed each element, ask your trainer to mark on the reports that are ready for assessment.

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When you have completed this module, and confident that you have had the sufficient expertise, your trainer will arrange an appointment with registered assessor to assist you, the result of your assessment will be recorded in your Competency Achievement Record.

PROGRAM/COURSE: HOUSEKEEPING NCII UNIT OF COMPETENCY: Provide Housekeeping Services to Guest MODULE TITLE: Providing Housekeeping Services to Guest INTRODUCTION: This module covers the knowledge, skills and attitude in providing general housekeeping services to guest LEARNING OUTCOMES Upon completion of this module you must be able to: LO 1. Identify LO 2: Handle LO 3: Advice

and perform different housekeeping services

housekeeping requests guests on room and housekeeping equipment

LO 1. Identify and perform different housekeeping services

ASSESSMENT CRITERIA: 1. Guest arrival list and guest history are reviewed based on guest folio. 2. Guest is greeted and acknowledged by use of name whenever possible. 3. Upselling and selling techniques are prepared c 4. Guests are courteously advised on correct usage of equipment 5. Malfunctions are promptly reported in accordance with Standard Operating Procedures, and where possible, alternative arrangements are made to meet guest needs. 6. A collection time for requested equipment is agreed upon where appropriate. 7. Coordination with other department is done in accordance with hotel’s organizational structure and its function. 8. Guest requests are noted and coordinated with other department concerned

CONTENT: 1. 2. 3. 4.

Hotel codes and regulations Interpersonal skills: Communication and listening Skills Upselling and selling techniques Basic operational skills on facilities and equipment

5. Personal hygiene 6. Hotel organization structure: departments and its functions “Rank and File” 7. Preparing requisitions for maintenance services

CONDITION: Student/ trainee must be provided with the following: Tools Tapes Brochures/ manuals Guest folio, guest list caution signs

Equipment Telephone Computer Shower (with hot and cold) Refrigerator electric fan air conditioning unit Shelves alarm clock television and video player

Materials/ Supplies Pen and paper Housekeeping/ FO forms operating manuals room supplies and amenities

LEARNING EXPERIENCES Learning Outcome 1

Identify and perform different housekeeping services

Learning Activities 1. Read Information Sheet No. 1.11 on Hotel codes and regulations

Answer Self-Check # 1.1-1 Perform the Task Sheet on Procedures in packaging and presenting guest laundry.# 5.4-1

Special Instructions

Check Answers using the ANSWER KEY # No. 1.1-1 Evaluate performance using the performance Criteria Checklist 5.4-1a

Read Information Sheet #. 5.4-2 on Procedures in storing guest laundry in accordance with establishment standards or guest request. Answer Self-Check #5.4-2

Check Answers using the ANSWER KEY # 5.4-2

Perform Task Sheet on Procedures in storing guest laundry in accordance with establishment standards or guest request # 5.4-2

Evaluate performance using the performance Criteria Checklist# 5.4-2

Read Information Sheet #. 5.4-3 on Delivery of laundry items

Answer Self-Check # 5.4-3

Check Answers using the ANSWER KEY # 5.4-3

Perform job Sheet on Delivery of laundry items # 5.4.3

Evaluate performance using the performance Criteria Checklist# 5.4-3

Read Information Sheet No. 5.4-4 Basic housekeeping phraseologies Answer Self-Check #5.4-4

ANSWER KEY # 5.4-4

INFORMATION SHEET # 5.4-1 Procedures in packaging and presenting guest laundry

Learning Objective: After reading the Information Sheet, you must be able to enumerate the Hotel codes and regulations Introduction: Guests have a certain expectation when sending their clothes for laundry, that it will be done efficiently and competently. Also, you need to ensure that the guest’s laundry is delivered back to them according to their expectations with no damage or loss will occur. referred to as the finishing process and that’s involve.

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Checking for stains-when guest laundry has been washed. It is important before it is pressed and dried that it be checked to ensure all stains have been removed .Pressing can sometimes permanently set stains. If items are found to be stained, they should be sent for re-processing.

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Checking repairs have been carried out. It is important that requested repairs to guest items have been completed before the pressing process. Once repairs are completed then the item should be pressed.

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Pressing. There are many different types of presses in a laundry environment but the pressing process for both linen and guest clothing require that the items are usually damp. Where items have been dried (dry cleaning machine) these are pressed using steam.

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Drying. It is usually only toweling that is dried in the tumble driers. Once dried they are then sent to be folded.

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Record. Make sure that the correct number of pieces on guest laundry list is ready to be returned. Follow complete records and billing information in accordance with enterprise procedures.

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Packaging. Most guest clothing is packaged before delivery back to the guest. Shirts can be folded and placed into a bag or box or they may be pressed and placed on hangers (this is usually at the request of the guest). The coat hangers and plastic covering are provided by the hotel and protect the garments in transit from accidental soiling. Suits, trousers and dresses would also be placed on cost hangers and covered in plastic wrapping.

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Storage. In some cases where hotels have regular guests, laundry and dry cleaning may have to be stored until the guest’s next visit. This must be secured and a note made on the guest account so that the cleaned laundry may be placed into the room before his next arrival. The accounts department will also need to be notified so that the late charge is handled appropriately.

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Delivery. All items need to be delivered to the relevant area. Deliver the guest’s laundry at the correct times according to your instructions and in an efficient and friendly manner.

SELF-CHECK #5.4-1 Part-I Multiple Choice: Read the statement carefully, select the correct answer and write it on the space provided before each number.

1. Most guest clothing is _______ before delivery back to the guest to maintain and secure the cleanliness of the clothes. a) Checking of stain b) Checking repairs c) Package d) Record 2. It is important before it is pressed and dried that it be checked to ensure all stains have been removed. a) Package b) Checking repairs c) Record d) Checking of stain 3. It is important that requested repairs to guest items have been completed before the pressing process. a) Checking repairs b) Checking of stain c) Package d) Record

4. It is the correct number of pieces on guest laundry list and ready to be returned. a) Package b) Record c) Pressing d) Storage 5. This must be secured and a note made on the guest account so that the cleaned laundry may be placed into the room before his next arrival. a) Package b) Record c) Storage d) Pressing

Essay: 1. What is the main reason why do you need to packed laundry clothes? 2. Why do you need to cover the processed laundry items with plastics? 3. Why do you need to check the iron presser pre heated? 4. Where will you put all the processed/finished laundry for delivery? 5. Why do you need to store securely the undelivered item in a clean, neat and tidy area?

ANSWER KEY NO. Part-I Multiple choice: 1. 2. 3. 4. 5.

C D A B C

Part-II Essay: 1. To gain and ensure the guest satisfaction of laundry services of the establishment in general. 2. To prevent dust that will contaminates the item. 3. To ensure the correct temperature that correspond to the type of clothe. 4. At the laundry storage 5. To prevent soiling, loss and damage.

TASK SHEET # 5.4-1 Title: Procedure in Packaging and Presenting Guest Laundry Performance Objective Perform correct procedure of packaging and presenting guest laundry according to enterprise standards and procedures . Supplies/Materials: Several clothes, plastic cover, hanger Equipment: Laundry cart, report forms Steps/Procedure:

1. Fold all processed laundry item. Hang those that need to be hanged. 2. Record all finished item for delivery and tone down damages if any. 3. Deliver all item using laundry cart and have the records acknowledged by the guard on duty at the laundry area.

Assessment Method: DEMONSTRATION

Performance Criteria Checklist for Task Sheet 5.4-1

Trainee’s Name__________________________ Date ________________

Criteria

1. Fold all processed laundry item. Hang those that need to be hanged. 2. Record all finished item for delivery and tone down damages if any. 3. Deliver all item using laundry cart and have the records acknowledged by the guard on duty at the laundry area. Comments/Suggestions:

Trainer: ___________________________ Date: ________

INFORMATION SHEET # 5.4-2 Procedure in Storing Guest Laundry

YES

NO

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Learning Objective: After reading the information sheet, you must to be able to enumerate the procedures in storing guest laundry. Introduction: storing an art and doing it correctly can help us to become organized. It helps to prevent garments from wrinkling and therefore it can also avoid re-ironing, re-washing and drying. Before yon start storing, the garment must be flat and wrinkle-free, and the fabric must remain nicely spread out throughout the storing process to keep garments free from dust.  Cleaning regularly even if things are not dirty, will prevents your closet from dust and maintain your clothes and linen clean and neat

 Hang like sorting every items together, pants should hang in their respective section as should tops. Like wise, women should group skirt together and pieces should hang together in a section for suits. Use sturdy hanger design specifically to hang both pieces of a suit.

 Organize accessories, hang scarves and handbags if female guest, hang on the side of closets wall the neckties and belt and caps. Compact under wear, put all together in the drawer of the closets. Depends on the instruction of the guest.

 Orderliness of every thing for faster and easy future use .in addition to hanging like item together, within the section you can also group clothing by color or by function depending on what work best for the guest, keep all the dressy tops together, the casual tops together and so forth. if the guest prefer, sort your black tops your red tops, your white tops and your lightcolored tops, then do the same to your bottom.

TASK SHEET # 5.4-2 Title: Procedure in Storing Guest Laundry Performance Objective: With this task you must be able to:

Perform the procedure of storing guest laundry in accordance with establishment standards or guest request. Supplies/Materials: Several clothes, scarves, hand bags, hangers, suits, etc. Equipment: Laundry cart, laundry basket, Procedures in storing guest laundry

1. Cleaning the closet 2. Hang/sort clothes and accessories 3. Organize accessories depends on instruction of the guest 4. Orderliness of clothes by grouping it by color or by function Assessment Method: DEMONSTRATION

Performance Criteria Checklist for Task Sheet 5.4-2 Trainee’s Name__________________________ Date ________________

Criteria

1. Cleaning the closet 2. Hang/sort clothes and accessories

YES 

NO 

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3. Organize accessories depends on

instruction of the guest 4. Orderliness of clothes by grouping it by color or by function

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Comments/Suggestions:

Trainer: ___________________________ Date: ________

INFORMATION SHEET #: 5.4-3 Procedures in Delivery of laundry items Learning Objective: After reading the information sheet, you must to be able to enumerate the procedures in Delivery of laundry items

Introduction: Once all guest clothes have been processed, packaged, checked for stains and all the guests’ instructions have been followed, the items must be delivered back to the guest room. Always follow your property’s guidelines when delivering items back to the guest room.       

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Guests expect laundry to be delivered within the promised time frames. Deliver the guest’s laundry at the correct times according to your instructions and in an efficient and friendly manner. When delivering laundry to a room, use the knock and enter routine. Always knock on the door (or ring the bell) and identify yourself in a loud and clear voice (the guest may be resting or working) If the guest is in the room, greet the guest politely . Check that the items you are about to deliver match the room number you are in. It is easy to make an error in delivery, particularly if there are many parcels for the same floor. Place the items in the room according to your property’s guidelines and leave the room making sure the door is locked. Folded laundry is usually placed on the bed and clothes on hangers are placed in the wardrobe leaving the wardrobe door slightly open so that the guest can see this. Ensure that the correct billing procedure has been followed according to your organisational requirements. Process the account, e.g. pass it on to the correct person, according to your organisational requirements. Any undelivered laundry must be stored securely in a clean, neat and tidy area to prevent soiling, loss or damage. If the room has a “Do not disturb” sign on, you may need to return later. In some hotels, a card may be left under the door advising the guest that an attempt was made to deliver his laundry and to call when he is ready for delivery.

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JOB SHEET # 5.4-3 Title: Procedures in Delivery of laundry items Performance Objective: With this task you must be able to: Perform the procedure Procedures in Delivery of laundry items Supplies/Materials: Several clothes,

Equipment: REPORT FORM Procedures in Procedures in Delivery of laundry items.  Always knock on the door (or ring the bell) and identify yourself in a loud and clear voice(say “LAUNDRY”)  Greet the guest politely.  Check that the items you are about to deliver match the room number you are in. It is easy to make an error in delivery, particularly if there are many parcels for the same floor.  Place the items in the room according to your property’s guidelines Folded laundry is usually placed on the bed and clothes on hangers are placed in the wardrobe leaving the wardrobe door slightly ajar so that the guest can see this.  The laundry bill will be included with the clean laundry and wait for the guest for their bill. Assessment Method: DEMONSTRATION

Performance Criteria Checklist for Task Sheet #5.4-3 Trainee’s Name__________________________ Date ________________

Criteria

1. Knock on the door (or ring the bell) and identify yourself. 2. Greet the guest politely 3. Check that the items you are about to deliver match the room number you are in 4. Place the items in the room according to your

YES

NO

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property’s guidelines 5. The laundry bill will be included with the clean laundry and wait for the guest for their bill Comments/Suggestions:

Trainer: ___________________________ Date: ________

SELF-CHECK #5.4-3 TRUE or FALSE: Write TRUE if the statement is correct and FALSE, if the statement is incorrect.

1. Deliver the guest’s laundry at the correct times according to your instructions and in an efficient and friendly manner. 2. When delivering laundry to a room, its not necessary to knock the door before entering. 3. Ensure that the correct billing procedure has been followed according to your organisational requirements. 4. Place the items in the room according to your property’s guidelines and leave the room making sure the door is close. Folded laundry is usually

placed on the bed and clothes on hangers are placed in the wardrobe leaving the wardrobe door slightly ajar so that the guest can see this 5. If the guest is in the room, greet the guest politely. 6. It must be stored securely in a clean, neat and tidy area to prevent soiling, loss or damage. 7. Any undelivered laundry must be stored securely in a clean, neat and tidy area to prevent soiling, loss or damage. 8. If the room is on DND sign the said item is in need of room service. 9. Undelivered laundries were kept in the lobby area to secure and maintain the cleanliness. 10. Ensure that the correct billing procedure has been followed according to your organisational requirements.

KEY ANSWER # 5.4-3 1. 2. 3. 4. 5. 6. 7.

T F T F T T T

8. F 9. F 10. T

INFORMATION SHEET #: 5.4-4 Basic housekeeping phraseologies Learning Objective: After reading the information sheet, you must be able to identify the basic phraseologies in housekeeping. Term Sorter Washman Washer extractor

Explanation The staff member who sorts linen into different categories. The staff member who operates the washing machines. The machine where linen is washed and some moisture is

Washing machine Wash wheel Par level Condemning linen Lint

extracted in the final cycle. The amount of linen required to operate a hotel or restaurant. Removing worn or damaged linen from circulation. All items should be counted and recorded. Loose fibres from the linen which are removed through processing. These combine to form heavy duty dust in the laundry plant.

Folding Machine or The machine which folds linen in a pre-determined way. Automatic Folder A device that opens the sheet out and feeds it on to the Automatic feeder ironer. A staff member clips the sheet into position. A machine where clean dried towels are fed manually into Towel folder a machine that then folds them in to predetermined folds. A machine, which is used primarily to dry towels by Tumbler Dryer extracting moisture. A heavy duty polythene bag usually red in colour which can be placed in to the washing machine directly. It is Soluble bag used mainly for potentially infectious linen. It dissolves from the outside on contact with water. The area where soiled linen is received from the customer Sorting Area and is sorted for processing. The removal of moisture from linens by way of high speed Extraction rotations. Is a common term that refers to all items washed in a Linens laundry including bed, bathroom and table linens. The woven edges of the linen. These are opposite to edges Selvedge that are hemmed (stitched).

Term Blend

Explanatio n

A combination of two or more fibres. The process of counting all linen in circulation to determine the stock Stocktake level and identify losses. Abused Linen which has been used incorrectly and is damaged. linen On Site On The hotel has its own laundry at the hotel. Premise (OPL) Off site The laundry is an external contractor and is located away from the hotel. Linen Linen is placed through a fireproof lockable door on each floor and chute transported via a tube to the laundry. The combination of water, temperature and chemicals to successfully Formula launder different categories of linen. Dye A product that changes the colour of an item. Dye transfer The colour of one item will be absorbed from another when wet. Dye run Dye bleed A funnel shaped receptacle that is used for holding items before dropping Hopper them below. CBW Continuous batch washer. Tensile The ability of a fabric to resist breaking. strength

SELF-CHECK #5.4-4 IDENTIFY THE FOLLOWING:

1. It is removing worn or damaged linen from circulation. All items should be counted and recorded. 2. A machine where clean dried towels are fed manually into a machine that then folds them in to predetermined folds. 3. A machine, which is used primarily to dry towels by extracting moisture. 4. Is a common term that refers to all items washed in a laundry including bed, bathroom and table linens. 5. The removal of moisture from linens by way of high speed rotations. 6. A combination of two or more fibres. 7. A product that changes the colour of an item 8. A funnel shaped receptacle that is used for holding items before dropping them below. 9. The ability of a fabric to resist breaking. 10. Linen is placed through a fireproof lockable door on each floor and transported via a tube to the laundry.

KEY ANSWER # 5.4-4 1. Condemning linen 2. Towel folder 3. Tumbler drier 4. Linens 5. Extraction 6. Blend 7. Dye 8. Hopper 9. Tensile strength 10. Linen chute