COMPETENCY-

BASEDLEARNING 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 to Guest) contains

the knowledge, skills and attitudes required for a (HOUSEKEEPING NCII)

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.

 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.

 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.

 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.

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

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

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

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

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

 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.

 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 and perform different housekeeping services

LO 2: Handle housekeeping requests

LO 3: Advice 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. Hotel codes and regulations

2. Interpersonal skills: Communication and listening Skills
3. Upselling and selling techniques
4. 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 Equipment Materials/ Supplies

Tapes Telephone Pen and paper
Brochures/ manuals Computer Housekeeping/ FO forms
Guest folio, guest list Shower (with hot and cold) operating manuals
caution signs Refrigerator room supplies and amenities
electric fan
air conditioning unit
Shelves
alarm clock
television and video player
 LEARNING EXPERIENCES

Learning Outcome 1 Identify and perform different housekeeping services

Learning Activities Special Instructions

1. Read Information Sheet No. 1.1-
1 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
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 Evaluate performance using the

storing guest laundry in accordance performance Criteria Checklist# 5.4-2
with establishment standards or guest
request # 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 Evaluate performance using the

laundry items # 5.4.3 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.

 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.

 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.
 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.

 Drying. It is usually only toweling that is dried in the tumble driers.

Once dried they are then sent to be folded.

 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.

 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.

 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.

 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. C
2. D
3. A
4. B
5. 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 YES NO
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
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 light-
colored 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 YES NO
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

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.

 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.


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 YES NO
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  
 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. T
2. F
3. T
4. F
5. T
6. T
7. 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 Explanation
Sorter The staff member who sorts linen into different categories.
Washman The staff member who operates the washing machines.
Washer extractor The machine where linen is washed and some moisture is
Washing machine
extracted in the final cycle.
Wash wheel
The amount of linen required to operate a hotel or
Par level
restaurant.
Removing worn or damaged linen from circulation. All
Condemning linen
items should be counted and recorded.
Loose fibres from the linen which are removed through
Lint 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).
 Explanatio
Term
n
Blend 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