TR - Housekeeping - NC Iii

TRAINING REGULATIONS
HOUSEKEEPING NC III
TOURISM SECTOR
(HOTEL AND RESTAURANT)
TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

TESDA Complex East Service Road, South Luzon Expressway (SLEX),
Fort Bonifacio, Taguig City
Technical Education and Skills Development Act of 1994
(Republic Act No. 7796)
Section 22, “Establishment and Administration of the

National Trade Skills Standards” of the RA 7796 known as
the TESDA Act mandates TESDA to establish national
occupational skill standards. The Authority shall develop
and implement a certification and accreditation program in
which private industry group and trade associations are
accredited to conduct approved trade tests, and the local
government units to promote such trade testing activities
in their respective areas in accordance with the guidelines
to be set by the Authority.
The Training Regulations (TR) serves as basis for:
1. Development of curriculum and assessment tools

2. Registration and delivery of training programs; and
3. Establishment of competency assessment and certification arrangements.
Each TR has four sections:
Section 1 Definition of Qualification - describes the qualification and defines

the competencies that comprise the qualification.
Section 2 The Competency Standards format was revised to include the

Required Knowledge and Required Skills per element. These fields
explicitly state the required knowledge and skills for competent
performance of a unit of competency in an informed and effective
manner. These also emphasize the application of knowledge and
skills to situations where understanding is converted into a workplace
outcome.
Section 3 Training Arrangements – contain the information and requirements

which serve as bases for training providers in designing and
delivering competency-based curriculum for the qualification. The
revisions to Section 3 entail identifying the Learning Activities leading
to achievement of the identified Learning Outcome.
Section 4 Assessment and Certification Arrangements - describe the

policies governing assessment and certification procedures for the
qualification.
TABLE OF CONTENTS
TOURISM SECTOR
(HOTEL AND RESTAURANT)
HOUSEKEEPING NC III
Page No.
SECTION 1 HOUSEKEEPING NC III QUALIFICATION 1-2
SECTION 2 COMPETENCY STANDARDS 3 - 102
• Basic Competencies 3-42

• Common Competencies 43-86
• Core Competencies 87-102
SECTION 3 TRAINING ARRANGEMENTS 103 - 129
3.1 Curriculum Design 103-125

3.2 Training Delivery 126-127
3.3 Trainee Entry Requirements 128
3.4 List of Tools, Equipment and Materials 128-129
3.5 Training Facilities 129
3.6 Trainer’s Qualifications 129
3.7 Institutional Assessment 129
SECTION 4 NATIONAL ASSESSMENT AND

CERTIFICATION ARRANGEMENT 130 - 131
COMPETENCY MAP 132 - 134
GLOSSARY OF TERMS 135 - 136
TRAINING REGULATIONS (TR) DOCUMENT REVISION HISTORY 137
ACKNOWLEDGEMENTS 138 - 139

TRAINING REGULATIONS FOR
HOUSEKEEPING NC III
SECTION 1 HOUSEKEEPING NC III QUALIFICATION
The HOUSEKEEPING NC III Qualification consists of competencies that a

person must achieve to deliver and supervise housekeeping service operations in
Tourism and hospitality related enterprises.
This Qualification is packaged from the competency map of the Tourism Sector
(Hotel and Restaurant) as shown in Annex A.
The Units of Competency comprising this Qualification include the following:
CODE NO. BASIC COMPETENCIES

400311319 Lead workplace communication
400311320 Lead small teams
400311321 Apply critical thinking and problem-solving techniques in
the workplace
400311322 Work in a diverse environment
400311323 Propose methods of applying learning and innovation in
the organization
400311324 Use information systematically
400311325 Evaluate occupational safety and health work practices
400311326 Evaluate environmental work practices
400311327 Facilitate entrepreneurial skills for micro-small-medium
enterprises (MSMEs)
CODE NO. COMMON COMPETENCIES

TRS141201 Receive and resolve customer complaints
TRS141202 Work cooperatively in a general administration environment
TRS141203 Maintain quality customer/guest service
TRS141204 Roster staff
TRS141205 Control and order stock
TRS141206 Prepare and deliver training sessions
TRS141207 Plan, conduct and evaluate staff performance assessment
CODE NO. CORE COMPETENCIES
TRS515301 Supervise room cleaning and maintenance requirement

TRS515302 Supervise housekeeping services to guests
TRS515303 Implement lost and found procedures
TRS515304 Supervise laundry of linen, uniform and guest clothes
Housekeeping NC III Revision 01 Promulgated (10/15/2019) 1

A person who has achieved this Qualification is competent to be a:
❑ Housekeeping Supervisor
❑ Public Area Supervisor
❑ Linen/Uniform Supervisor
❑ Laundry Supervisor
❑ Floor Supervisor

SECTION 2 COMPETENCY STANDARDS
This section details the contents of the basic, common and core units of
competency required in HOUSEKEEPING NC III.
BASIC COMPETENCIES
UNIT OF COMPETENCY : LEAD WORKPLACE COMMUNICATION
UNIT CODE : 400311319
UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes
required to lead in the effective dissemination and
discussion of ideas, information, and issues in the
workplace. This includes preparation of written
communication materials.
PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
1. Communicate 1.1 Relevant 1.1. Organization 1.1 Organizing information
information communication method requirements
about is selected based on for written and 1.2 Conveying intended
workplace workplace procedures electronic meaning
processes 1.2 Multiple operations communication 1.3 Participating in a
involving several methods variety of workplace
topics/areas are 1.2. Effective discussions
communicated following verbal 1.4 Complying with
enterprise requirements communication organization
1.3 Questioning is applied to methods requirements for the
gain extra information 1.3. Business use of written and
1.4 Relevant sources of writing electronic
information are identified 1.4. Workplace communication
in accordance with etiquette methods
workplace/ client 1.5 Effective business
requirements writing
1.5 Information is selected and 1.6 Effective clarifying and
organized following probing skills
enterprise procedures 1.7 Effective questioning
1.6 Verbal and written techniques (clarifying
reporting is undertaken and probing)
when required
1.7 Communication and
negotiation skills are
applied and maintained in
all relevant situations
2. Lead 2.1 Response to workplace 2.1 Organization 2.1 Organizing information
workplace issues are sought requirements for 2.2 Conveying intended
discussions following enterprise written and meaning
procedures electronic 2.3 Participating in variety
2.2 Response to workplace communication of workplace
issues are provided methods discussions
immediately
PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
Variables
2.3 Constructive contributions 2.2 Effective verbal 2.4 Complying with
are made to workplace communication organization
discussions on such methods requirements for the
issues as production, 2.3 Workplace use of written and
quality and safety etiquette electronic
2.4 Goals/ objectives and communication
action plans undertaken methods
in the workplace are 2.5 Effective clarifying and
communicated promptly probing skills
3. Identify and 3.1 Issues and problems are

3.1 Organization 3.1 Organizing information
communicate identified as they arise
requirements for
issues arising 3.2 Information regarding 3.2 Conveying intended
written and
in the problems and issues are meaning
electronic
workplace organized coherently to 3.3 Participating in a variety of
communication
ensure clear and effective workplace discussions
methods
communication 3.4 Complying with
3.3 Dialogue is initiated with 3.2 Effective verbal
organization
appropriate personnel communication
requirements for the
3.4 Communication problems methods
use of written and
and issues are raised as 3.3 Workplace
electronic
they arise etiquette
communication
3.5 Identify barriers in 3.4 Communication
methods
communication to be problems and
3.5 Effective clarifying and
addressed appropriately issues
probing skills
3.5 Barriers in
3.6 Identifying issues
communication
3.7 Negotiation and
communication skills

RANGE OF VARIABLES
VARIABLE RANGE
1. Methods of May include but not limited to:
communication 1.1. Non-verbal gestures
1.2. Verbal
1.3. Face-to-face
1.4. Two-way radio
1.5. Speaking to groups
1.6. Using telephone
1.7. Written
1.8. Internet
2. Workplace discussions May include but not limited to:

2.1. Coordination meetings
2.2. Toolbox discussion
2.3. Peer-to-peer discussion
EVIDENCE GUIDE
1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1 Dealt with a range of communication/information at
one time
1.2 Demonstrated leadership skills in workplace
communication
1.3 Made constructive contributions in workplace issues
1.4 Sought workplace issues effectively
1.5 Responded to workplace issues promptly
1.6 Presented information clearly and effectively written
form
1.7 Used appropriate sources of information
1.8 Asked appropriate questions
1.9 Provided accurate information
2. Resource The following resources should be provided:
Implications 2.1 Variety of Information
2.2 Communication tools
2.3 Simulated workplace
3. Methods of Competency in this unit may be assessed through:
Assessment
Case problem
3.1. Third-party report
3.2. Portfolio
3.3. Interview
3.4. Demonstration/Role-playing
4. Context for 4.1. Competency may be assessed in the workplace or in a
Assessment simulated workplace environment

UNIT OF COMPETENCY : LEAD SMALL TEAMS
UNIT CODE : 400311320
UNIT DESCRIPTOR : This unit covers the knowledge, skills and

attitudes to lead small teams including setting,
maintaining and monitoring team and individual
performance standards.
PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
1. Provide team 1.1 Work 1.1 Facilitation of Team 1.1 Communication
leadership requirements are work skills required
identified and 1.2 Company policies for leading
presented to team and procedures teams
members based on relating to work 1.2 Group facilitation
company policies performance skills
and procedures 1.3 Performance 1.3 Negotiating skills
1.2 Reasons for standards and 1.4 Setting
instructions and expectations performance
requirements are 1.4 Monitoring expectation
communicated to individual’s and
team members team’s
based on company performance vis a
policies and vis client’s and
procedures group’s
1.3 Team members’ expectations
and leaders’
concerns are
recognized,
discussed and
dealt with based on
company practices
2. Assign 2.1. Responsibilities are 2.1 Work plan and 2.1 Communication
responsibilities allocated having procedures skills
regard to the skills, 2.2 Work requirements 2.2 Management
knowledge and and targets skills
aptitude required to 2.2 Individual and 2.3 Negotiating skills
undertake the group expectations 2.4 Evaluation skills
assigned task and assignments 2.5 Identifying team
based on company member’s
policies. 2.3 Ways to improve strengths and
2.2. Duties are group leadership rooms for
allocated having and membership improvement
regard to individual
preference,
domestic and
personal
considerations,
whenever possible

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
3. Set 3.1 Performance 3.1 One’s roles and 3.1 Communication
performance expectations are responsibilities in skills
expectations for established based the team 3.2 Accurate
team members on client needs 3.2 Feedback giving empathy
3.2 Performance and receiving 3.3 Congruence
expectations are 3.3 Performance 3.4 Unconditional
based on individual expectation positive regard
team members 3.5 Handling of
knowledge, skills Feedback
and aptitude
3.3 Performance
expectations are
discussed and
disseminated to
individual team
members
4. Supervise team 4.1 Performance is 4.1 Performance 4.1 Communication
performance monitored based on Coaching skills required
defined 4.2 Performance for leading
performance criteria management teams
and/or assignment 4.3 Performance Issues 4.2 Coaching skill
instruction
4.2 Team members
are provided with
feedback, positive
support and advice
on strategies to
overcome any
deficiencies based
on company
practices
4.3 Performance
issues which
cannot be rectified
or addressed within
the team are
referred to
appropriate
personnel
according to
employer policy
4.4 Team members are
kept informed of
any changes in the
priority allocated to
assignments or
tasks which might
impact on
client/customer
needs and
satisfaction

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
4.5 Team operations
are monitored to
ensure that
employer/client
needs and
requirements are
met
4.6 Follow-up
communication is
provided on all
issues affecting
the team
4.7 All relevant
documentation is
completed in
accordance with
company
procedures

RANGE OF VARIABLES
VARIABLE RANGE
May include:
1. Work requirements
1.1. Client Profile
1.2. Assignment instructions
May include:
2. Team member’s
concerns 2.1. Roster/shift details
May include:
3. Monitor performance
3.1. Formal process
3.2. Informal process
May include:
4. Feedback
4.1. Formal process
4.2. Informal process
May include:
5. Performance issues
5.1. Work output
5.2. Work quality
5.3. Team participation
5.4. Compliance with workplace protocols
5.5. Safety
5.6. Customer service

EVIDENCE GUIDE

Competency 1.1. Maintained or improved individuals and/or team
performance given a variety of possible scenario
1.2. Assessed and monitored team and individual
performance against set criteria
1.3. Represented concerns of a team and individual to
next level of management or appropriate specialist
and to negotiate on their behalf
1.4. Allocated duties and responsibilities, having regard to
individual’s knowledge, skills and aptitude and the
needs of the tasks to be performed
1.5. Set and communicated performance expectations for
a range of tasks and duties within the team and
provided feedback to team members
2. Resource Implications The following resources should be provided:
2.1. Access to relevant workplace or appropriately
simulated environment where assessment can take
place
2.2. Materials relevant to the proposed activity or task
3. Methods of Assessment Competency in this unit may be assessed through:
3.1. Written Examination
3.2. Oral Questioning
3.3. Portfolio
4. Context for Assessment 4.1 Competency may be assessed in actual workplace or
at the designated TESDA Accredited Assessment
Center.

UNIT OF COMPETENCY : APPLY CRITICAL THINKING AND PROBLEM-
SOLVING TECHNIQUES IN THE WORKPLACE
UNIT CODE : 400311321
required to solve problems in the workplace including
the application of problem solving techniques and to
determine and resolve the root cause/s of specific
problems in the workplace.
PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENTS Italicized terms are KNOWLEDGE SKILLS
elaborated in the
Range of Variables
1. Examine 1.1 Variances are 1.1 Competence 1.1 Using range of
specific examined from includes a analytical techniques
workplace normal operating thorough (e.g., planning,
challenges. parameters; and knowledge and attention,
product quality. understanding of simultaneous and
1.2 Extent, cause and the process, successive
nature of the normal operating processing of
specific problem parameters, and information) in
are defined product quality to examining specific
through recognize non- challenges in the
observation, standard situations. workplace.
investigation and 1.2 Competence to 1.2 Identifying extent
analytical include the ability and causes of
techniques. to apply and specific challenges in
1.3 Problems are explain, enough for the workplace.
clearly stated and the identification of
specified. fundamental
causes of specific
workplace
challenges.
1.3 Relevant
equipment and
operational
processes.
1.4 Enterprise goals,
targets and
measures.
1.5 Enterprise quality
OHS and
environmental
requirement.
1.6 Enterprise
information
systems and data
collation
1.7 Industry codes and
standards.

PERFORMANCE
elaborated in the
Range of Variables
2. Analyze the 2.1 Possible causes of 2.1 Competence 2.1 Using range of
causes of specific problems includes a analytical
specific are identified thorough techniques (e.g.,
workplace based on knowledge and planning,
challenges. experience and the understanding of attention,
use of problem the process, simultaneous
solving tools / normal operating and successive
analytical parameters, and processing of
techniques. product quality to information) in
2.2 Possible cause recognize non- examining
statements are standard situations. specific
developed based 2.2 Competence to challenges in the
on findings. include the ability workplace.
2.3 Fundamental to apply and 2.2 Identifying extent
causes are explain, sufficient and causes of
identified per for the identification specific
results of of fundamental challenges in the
investigation cause, determining workplace.
conducted. the corrective 2.3 Providing clear-
action and cut findings on
provision of the nature of
recommendations. each identified
2.3 Relevant workplace
equipment and challenges.
operational
processes.
2.4 Enterprise goals,
targets and
measures.
2.5 Enterprise quality
OSH and
environmental
requirement.
2.6 Enterprise
information
systems and data
collation.
2.7 Industry codes and
standards.

PERFORMANCE
elaborated in the
Range of Variables
3. Formulate 3.1 All possible 3.1 Competence to 3.1 Using range of
resolutions options are include the ability analytical
to specific considered for to apply and techniques (e.g.,
workplace resolution of the explain, sufficient planning,
challenges. problem. for the identification attention,
3.2 Strengths and of fundamental simultaneous
weaknesses of cause, determining and successive
possible options the corrective processing of
are considered. action and information) in
3.3 Corrective actions provision of examining
are determined to recommendations specific
resolve the 3.2 Relevant challenges in the
problem and equipment and workplace.
possible future operational 3.2 Identifying extent
causes. processes and causes of
3.4 Action plans are 3.3 Enterprise goals, specific
developed targets and challenges in the
identifying measures workplace.
measurable 3.4 Enterprise quality 3.3 Providing clear-
objectives, OSH and cut findings on
resource needs environmental the nature of
and timelines in requirement each identified
accordance with 3.5 Principles of workplace
safety and decision making challenges.
operating strategies and 3.4 Devising,
procedures techniques communicating,
3.6 Enterprise implementing
information and evaluating
systems and data strategies and
collation techniques in
3.7 Industry codes and addressing
standards specific
workplace
challenges.

PERFORMANCE
elaborated in the
Range of Variables
4. Implement 4.1 Action plans are 4.1 Competence to 4.1 Using range of
action plans implemented and include the ability analytical
and evaluated. to apply and techniques
communicate 4.2 Results of plan explain, sufficient (e.g., planning,
results. implementation for the identification attention,
and of fundamental simultaneous
recommendations cause, determining and successive
are prepared. the corrective processing of
4.2 Recommendations action and information) in
are presented to provision of examining
appropriate recommendations specific
personnel. 4.2. Relevant challenges in
4.3 Recommendations equipment and the workplace.
are followed-up, if operational 4.2 Identifying
required. processes extent and
4.3 Enterprise goals, causes of
targets and specific
measures challenges in
4.4 Enterprise quality, the workplace.
OSH and 4.3 Providing clear-
environmental cut findings on
requirement the nature of
4.5 Principles of each identified
decision making workplace
strategies and challenges.
techniques 4.4 Devising,
4.6 Enterprise communicating,
information implementing
systems and data and evaluating
collation strategies and
4.7 Industry codes and techniques in
standards addressing
specific
workplace
challenges.

RANGE OF VARIABLES
VARIABLES RANGE
1. Parameters May include:
1.1 Processes
1.2 Procedures
1.3 Systems
2. Analytical techniques May include:

2.1. Brainstorming
2.2. Intuitions/Logic
2.3. Cause and effect diagrams
2.4. Pareto analysis
2.5. SWOT analysis
2.6. Gant chart, Pert CPM and graphs
2.7. Scattergrams
3. Problem May include:
3.1. Routine, non – routine and complex workplace and
quality problems
3.2. Equipment selection, availability and failure
3.3. Teamwork and work allocation problem
3.4. Safety and emergency situations and incidents
3.5. Risk assessment and management
4. Action plans May include:
4.1. Priority requirements
4.2. Measurable objectives
4.3. Resource requirements
4.4. Timelines
4.5. Co-ordination and feedback requirements
4.6. Safety requirements
4.7. Risk assessment
4.8. Environmental requirements

EVIDENCE GUIDE

Competency 1.1. Examined specific workplace challenges.
1.2. Analyzed the causes of specific workplace challenges.
1.3. Formulated resolutions to specific workplace challenges.
1.4. Implemented action plans and communicated results on
specific workplace challenges.
2. Resource 2.1. Assessment will require access to an operating plant over an

Implications extended period of time, or a suitable method of gathering
evidence of operating ability over a range of situations. A
bank of scenarios / case studies / what ifs will be required as
well as bank of questions which will be used to probe the
reason behind the observable action.
Assessment 3.1. Observation
3.2. Case Formulation
3.3. Life Narrative Inquiry
3.4. Standardized test
The unit will be assessed in a holistic manner as is practical and
may be integrated with the assessment of other relevant units of
competency. Assessment will occur over a range of situations,
which will include disruptions to normal, smooth operation.
Simulation may be required to allow for timely assessment of parts
of this unit of competency. Simulation should be based on the
actual workplace and will include walk through of the relevant
competency components.
These assessment activities should include a range of problems,

including new, unusual and improbable situations that may have
happened.
4. Context for In all workplace, it may be appropriate to assess this unit
Assessment concurrently with relevant teamwork or operation units.

UNIT OF COMPETENCY : WORK IN A DIVERSE ENVIRONMENT
UNIT CODE : 400311322
UNIT DESCRIPTOR : This unit covers the outcomes required to work

effectively in a workplace characterized by diversity in
terms of religions, beliefs, races, ethnicities and other
differences.
PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
1. Develop an 1.1 Individual 1.1 Understanding 1.1 Applying cross-
individual’s differences with cultural diversity in cultural
cultural clients, customers the workplace communication
awareness and fellow workers 1.2 Norms of behavior skills (i.e. different
and are recognized for interacting and business customs,
sensitivity and respected in dialogue with beliefs,
accordance with specific groups communication
enterprise policies (e. g., Muslims and strategies)
and core values. other non- 1.2 Showing affective
1.2 Differences are Christians, non- skills – establishing
responded to in a Catholics, rapport and
sensitive and tribes/ethnic groups, empathy,
considerate foreigners) understanding, etc.
manner 1.3 Different methods of 1.3 Demonstrating
1.3 Diversity is verbal and non- openness and
accommodated verbal flexibility in
using appropriate communication in a communication
verbal and non- multicultural setting 1.4 Recognizing
verbal diverse groups in
communication. the workplace and
community as
defined by
divergent culture,
religion, traditions
and practices

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
2. Work effectively 2.1 Knowledge, skills 2.1 Value of diversity in 2.1 Demonstrating cross-
in an and experiences the economy and cultural
environment of others are society in terms of communication skills
that recognized and Workforce and active listening
acknowledges documented in development 2.2 Recognizing diverse
and values relation to team 2.2 Importance of groups in the
cultural diversity objectives. inclusiveness in a workplace and
2.2 Fellow workers are diverse community as
encouraged to environment defined by divergent
utilize and share 2.3 Shared vision and culture, religion,
their specific understanding of traditions and
qualities, skills or and commitment to practices
backgrounds with team, 2.3 Demonstrating
other team departmental, and collaboration skills
members and organizational 2.4 Exhibiting customer
clients to enhance goals and service excellence
work outcomes. objectives
2.3 Relations with 2.4 Strategies for
customers and customer service
clients are excellence
maintained to
show that diversity
is valued by the
business.

PERFORMANCE
CRITERIA
ELEMENT REQUIRED REQUIRED
Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
3. Identify 3.1 Diversity-related 3.1 Value, and leverage 3.1 Addressing
common conflicts within of cultural diversity diversity-related
issues in a the workplace are 3.2 Inclusivity and conflicts in the
multicultural effectively conflict resolution workplace
and diverse addressed and 3.3 Workplace 3.2 Eliminating
environment resolved. harassment discriminatory
3.2 Discriminatory 3.4 Change behavior towards
behaviors towards management and customers and co-
customers/stakeho ways to overcome workers
lders are resistance to change 3.3 Utilizing change
minimized and 3.5 Advanced strategies management
addressed for customer service policies in the
accordingly. excellence workplace
3.3 Change
management
policies are in
place within the
organization.

RANGE OF VARIABLES
VARIABLE RANGE
1. Diversity This refers to diversity in both the workplace and the
community and may include divergence in :
1.1 Religion
1.2 Ethnicity, race or nationality
1.3 Culture
1.4 Gender, age or personality
1.5 Educational background
2. Diversity-related conflicts May include conflicts that result from:
2.1 Discriminatory behaviors
2.2 Differences of cultural practices
2.3 Differences of belief and value systems
2.4 Gender-based violence
2.5 Workplace bullying
2.6 Corporate jealousy
2.7 Language barriers
2.8 Individuals being differently-abled persons
2.9 Ageism (negative attitude and behavior
towards old people)
EVIDENCE GUIDE
1. Critical Assessment requires evidence that the candidate:

aspects of 1.1 Adjusted language and behavior as required by interactions
Competency with diversity
1.2 Identified and respected individual differences in colleagues,
clients and customers
1.3 Applied relevant regulations, standards and codes of practice
Implications 2.1 Access to workplace and resources
2.2 Manuals and policies on Workplace Diversity
Assessment 3.1 Demonstration or simulation with oral questioning
3.2 Group discussions and interactive activities
3.3 Case studies/problems involving workplace diversity issues
3.4 Third-party report
3.5 Written examination
3.6 Role Plays
4. Context for Competency assessment may occur in workplace or any
Assessment appropriately simulated environment

UNIT OF COMPETENCY : PROPOSE METHODS OF APPLYING LEARNING
AND INNOVATION IN THE ORGANIZATION
UNIT CODE : 400311323
required to assess general obstacles in the application
of learning and innovation in the organization and to
propose practical methods of such in addressing
organizational challenges.
PERFORMANCE
elaborated in the
Range of Variables
1. Assess work 1.1. Reasons for 1.1 Seven habits of 1.1 Demonstrating
procedures, innovation are highly effective collaboration and
processes and incorporated people. networking skills.
systems in to work 1.2 Character 1.2 Applying basic
terms of procedures. strengths that research and
innovative 1.2. Models of foster innovation evaluation skills
practices innovation are and learning 1.3 Generating insights
researched. (Christopher on how to improve
1.3. Gaps or barriers Peterson and organizational
to innovation in Martin Seligman, procedures,
one’s work area 2004) processes and
are analyzed. 1.3 Five minds of the systems through
1.4. Staff who can future concepts innovation.
support and foster (Gardner, 2007).
innovation in the 1.4 Adaptation
work procedure concepts in
are identified. neuroscience
(Merzenich, 2013).
1.5 Transtheoretical
model of behavior
change
(Prochaska,
DiClemente, &
Norcross, 1992).

PERFORMANCE
elaborated in the
Range of Variables
2. Generate 2.1 Ideas for 2.1 Seven habits of 2.1 Assessing readiness
practical innovative work highly effective for change on
action plans procedure to foster people. simple work
for improving innovation using 2.2 Character procedures,
work individual and strengths that processes and
procedures, group techniques foster innovation systems.
processes are conceptualized and learning 2.2 Generating insights
2.2 Range of ideas (Christopher on how to improve
with other team Peterson and organizational
members and Martin Seligman, procedures,
colleagues are 2004) processes and
evaluated and 2.3 Five minds of the systems through
discussed future concepts innovation.
2.3 Work procedures (Gardner, 2007). 2.3 Facilitating action
and processes 2.4 Adaptation plans on how to
subject to change concepts in apply innovative
are selected based neuroscience procedures in the
on workplace (Merzenich, 2013). organization.
requirements 2.5 Transtheoretical
(feasible and model of behavior
innovative). change
2.4 Practical action (Prochaska,
plans are DiClemente, &
proposed to Norcross, 1992).
facilitate simple
changes in the
work procedures,
processes and
systems.
2.5 Critical inquiry is
applied and used
to facilitate
discourse on
adjustments in the
simple work
procedures,
processes and
systems.

PERFORMANCE
elaborated in the
Range of Variables
3. Evaluate the 3.1 Work structure is 3.1 Five minds of the 3.1 Generating
effectiveness of analyzed to future concepts insights on how to
the proposed identify the (Gardner, 2007). improve
action plans impact of the 3.2 Adaptation organizational
new work concepts in procedures,
procedures neuroscience processes and
3.2 Co-workers/key (Merzenich, 2013). systems through
personnel is 3.3 Transtheoretical innovation.
consulted to model of behavior 3.2 Facilitating action
know who will be change (Prochaska, plans on how to
involved with or DiClemente, & apply innovative
affected by the Norcross, 1992). procedures in the
work procedure organization.
3.3 Work instruction 3.3 Communicating
operational plan results of the
of the new work evaluation of the
procedure is proposed and
developed and implemented
evaluated. changes in the
3.4 Feedback and workplace
suggestion are procedures and
recorded. systems.
3.5 Operational plan 3.4 Developing action
is updated. plans for
3.6 Results and continuous
impact on the improvement on
developed work the basic systems,
instructions are processes and
reviewed procedures in the
3.7 Results of the organization.
new work
procedure are
evaluated
3.8 Adjustments are
recommended
based on results
gathered

RANGE OF VARIABLES
VARIABLE RANGE
1. Reasons May include:
1.1 Strengths and weaknesses of the current systems,
processes and procedures.
1.2 Opportunities and threats of the current systems,
processes and procedures.
2. Models of innovation May include:
2.1 Seven habits of highly effective people.
2.2 Five minds of the future concepts (Gardner, 2007).
2.3 Neuroplasticity and adaptation strategies.
3. Gaps or barriers May include:
3.1 Machine
3.2 Manpower
3.3 Methods
3.4 Money
4. Critical Inquiry May include:
4.1 Preparation.
4.2 Discussion.
4.3 Clarification of goals.
4.4 Negotiate towards a Win-Win outcome.
4.5 Agreement.
4.6 Implementation of a course of action.
4.7 Effective verbal communication. See our pages:
Verbal Communication and Effective Speaking.
4.8 Listening.
4.9 Reducing misunderstandings is a key part of effective
negotiation.
4.10 Rapport Building.
4.11 Problem Solving.
4.12 Decision Making.
4.13 Assertiveness.
4.14 Dealing with Difficult Situations.

EVIDENCE GUIDE
1. Critical aspects Assessment requires evidence that the candidate:

of Competency 1.1 Established the reasons why innovative systems are required
1.2 Established the goals of a new innovative system
1.3 Analyzed current organizational systems to identify gaps and
barriers to innovation
1.4 Assessed work procedures, processes and systems in terms
of innovative practices
1.5 Generate practical action plans for improving work
procedures, and processes
1.6 Reviewed the trial innovative work system and adjusted reflect
evaluation feedback, knowledge management systems and
future planning
1.7 Evaluated the effectiveness of the proposed action plans
The following resources should be provided:
2. Resource
2.1 Pens, papers and writing implements
Implications
2.2 Cartolina
2.3 Manila papers
Competency in this unit may be assessed through:
3. Methods of
3.1 Psychological and behavioral Interviews
Assessment
3.2 Performance Evaluation
3.3 Life Narrative Inquiry
3.4 Review of portfolios of evidence and third-party workplace
reports of on-the-job performance
3.5 Sensitivity analysis
3.6 Organizational analysis
3.7 Standardized assessment of character strengths and virtues
applied
4.1 Competency may be assessed individually in the actual
4. Context for
workplace or simulation environment in TESDA accredited
Assessment
institutions

UNIT OF COMPETENCY : USE INFORMATION SYSTEMATICALLY
UNIT CODE : 400311324
required to use technical information systems, apply
information technology (IT) systems and edit, format
& check information.
PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
1. Use technical 1.1. Information are 1.1. Application in 1.1. Collating
information collated and collating information
organized into a information 1.2. Operating
suitable form for 1.2. Procedures for appropriate and
reference and use inputting, valid procedures
1.2. Stored maintaining and for inputting,
information are archiving maintaining and
classified so that information archiving
it can be quickly 1.3. Guidance to information
identified and people who need 1.3. Advising and
retrieved when to find and use offering guidance
needed information to people who
1.3. Guidance are 1.4. Organize need to find and
advised and information use information
offered to people 1.5. classify stored 1.4. Organizing
who need to find information for information into a
and use identification and suitable form for
information retrieval reference and use
1.6. Operate the 1.5. Classifying stored
technical information for
information system identification and
by using agreed retrieval
procedures 1.6. Operating the
technical
information
system by using
agreed
procedures

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
2. Apply information 2.1. Technical 2.1. Attributes and 2.1. Identifying
technology (IT) information limitations of attributes and
system is operated available software limitations of
using agreed tools available software
procedures 2.2. Procedures and tools
2.2. Appropriate and work instructions for 2.2. Using procedures
valid procedures the use of IT and work
are operated for 2.3. Operational instructions for the
inputting, requirements for IT use of IT
maintaining and systems 2.3. Describing
archiving 2.4. Sources and flow operational
information paths of data requirements for IT
2.3. Software 2.5. Security systems systems
required are and measures that 2.4. Identifying sources
utilized to execute can be used and flow paths of
the project 2.6. Extract data and data
activities format reports 2.5. Determining
2.4. Information and 2.7. Methods of entering security systems
data obtained are and processing and measures that
handled, edited, information can be used
formatted and 2.8. WWW enabled 2.6. Extracting data
checked from a applications and format reports
range of internal 2.7. Describing
and external methods of
sources entering and
2.5. Information are processing
extracted, entered, information
and processed to 2.8. Using WWW
produce the applications
outputs required
by customers
2.6. Own skills and
understanding are
shared to help
others
2.7. Specified security
measures are
implemented to
protect the
confidentiality and
integrity of project
data held in IT
systems

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
3. Edit, format and 3.1 Basic editing 3.1 Basic file-handling 3.1 Using basic file-
check techniques are techniques handling
information used 3.2 Techniques in techniques is used
3.2 Accuracy of checking for the software
documents are documents 3.2 Using different
checked 3.3 Techniques in techniques in
3.3 Editing and editing and checking
formatting tools and formatting documents
techniques are 3.4 Proof reading 3.3 Applying editing
used for more techniques and formatting
complex documents techniques
3.4 Proof reading 3.4 Applying proof
techniques is used reading techniques
to check that
documents look
professional

RANGE OF VARIABLES
VARIABLE RANGE
1. Information May include:
1.1. Property
1.2. Organizational
1.3. Technical reference
2. Technical information May include:
2.1. paper based
2.2. electronic
3. Software May include:
3.1. spreadsheets
3.2. databases
3.3. word processing
3.4. presentation
4. Sources May include:
4.1. other IT systems
4.2. manually created
4.3. within own organization
4.4. outside own organization
4.5. geographically remote
5. Customers May include:
5.1. colleagues
5.2. company and project management
5.3. clients
6. Security measures May include:
6.1. access rights to input;
6.2. passwords;
6.3. access rights to outputs;
6.4. data consistency and back-up;
6.5. recovery plans

EVIDENCE GUIDE

Competency 1.1 Used technical information systems and information
technology
1.2 Applied information technology (IT) systems
1.3 Edited, formatted and checked information
2. Resource Implications The following resources MUST be provided:

2.1. Computers
2.2. Software and IT system
3. Methods of Competency in this unit MUST be assessed through:

Assessment 3.1. Direct Observation
3.2. Oral interview and written test
4. Context for 4.1. Competency may be assessed individually in the

Assessment actual workplace or through accredited institution

UNIT OF COMPETENCY : EVALUATE OCCUPATIONAL SAFETY AND
HEALTH WORK PRACTICES
UNIT CODE : 400311325
required to interpret Occupational Safety and Health
practices, set OSH work targets, and evaluate
effectiveness of Occupational Safety and Health
work instructions
PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
elaborated in the Range
of Variables
1. Interpret 1.1 OSH work practices 1.1. OSH work 1.1. Communication
Occupational issues are identified practices issues skills
Safety and relevant to work 1.2. OSH work 1.2. Interpersonal
Health practices requirements standards skills
1.2 OSH work standards and 1.3. General OSH 1.3. Critical thinking
procedures are principles and skills
determined based on legislations 1.4. Observation
applicability to nature of 1.4. Company/ skills
work workplace policies/
1.3 Gaps in work practices guidelines
are identified related to 1.5. Standards and
relevant OSH work safety
standards requirements of
work process and
procedures
2. Set OSH work 2.1 Relevant work 2.1. OSH work targets 2.1. Communication
targets information are gathered 2.2. OSH Indicators skills
necessary to determine 2.3. OSH work 2.2. Collaborating
OSH work targets instructions skills
2.2 OSH Indicators based 2.4. Safety and health 2.3. Critical thinking
on gathered information requirements of skills
are agreed upon to tasks 2.4. Observation
measure effectiveness of 2.5. Workplace skills
workplace OSH policies guidelines on
and procedures providing
2.3 Agreed OSH indicators feedback on OSH
are endorsed for and security
approval from concerns
appropriate personnel 2.6. OSH regulations
2.4 OSH work instructions Hazard control
are received in procedures
accordance with 2.7. OSH trainings
workplace policies and relevant to work
procedures*

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
of Variables
3. Evaluate 3.1 OSH Practices are 3.1. OSH Practices 3.1. Critical thinking
effectiveness of observed based on 3.2. OSH metrics skills
Occupational workplace standards 3.3. OSH Evaluation 3.2. Evaluating skills
Safety and 3.2 Observed OSH Techniques
Health work practices are measured 3.4. OSH work
instructions against approved OSH standards
metrics
3.3 Findings regarding
effectiveness are
assessed and gaps
identified are
implemented based on
OSH work standards

RANGE OF VARIABLES
VARIABLE RANGE
1. OSH Work May include:
Practices Issues 1.1 Workers’ experience/observance on presence of work
hazards
1.2 Unsafe/unhealthy administrative arrangements (prolonged
work hours, no break-time, constant overtime, scheduling
of tasks)
1.3 Reasons for compliance/non-compliance to use of PPEs or
other OSH procedures/policies/ guidelines
2. OSH Indicators May include:
2.1 Increased of incidents of accidents, injuries
2.2 Increased occurrence of sickness or health
complaints/symptoms
2.3 Common complaints of workers’ related to OSH
2.4 High absenteeism for work-related reasons
3. OSH Work May include:
Instructions 3.1 Preventive and control measures, and targets
3.2 Eliminate the hazard (i.e., get rid of the dangerous
machine
3.3 Isolate the hazard (i.e. keep the machine in a closed room
and operate it remotely; barricade an unsafe area off)
3.4 Substitute the hazard with a safer alternative (i.e., replace
the machine with a safer one)
3.5 Use administrative controls to reduce the risk (i.e. give
trainings on how to use equipment safely; OSH-related
topics, issue warning signages, rotation/shifting work
schedule)
3.6 Use engineering controls to reduce the risk (i.e. use safety
guards to machine)
3.7 Use personal protective equipment
3.8 Safety, Health and Work Environment Evaluation
3.9 Periodic and/or special medical examinations of workers
4. OSH metrics May include:
4.1 Statistics on incidence of accidence and injuries
4.2 Morbidity (Type and Number of Sickness)
4.3 Mortality (Cause and Number of Deaths)
4.4 Accident Rate

EVIDENCE GUIDE

Competency 1.1. Identify OSH work practices issues relevant to work
requirements
1.2. Identify gaps in work practices related to relevant
OSH work standards
1.3. Agree upon OSH Indicators based on gathered
information to measure effectiveness of workplace
OSH policies and procedures
1.4. Receive OSH work instructions in accordance with
workplace policies and procedures
1.5. Compare Observed OSH practices with against
approved OSH work instructions
1.6. Assess findings regarding effectiveness based on
OSH work standards
2.1 Facilities, materials, tools and equipment
necessary for the activity
3.1 Observation/Demonstration with oral questioning
3.2 Third party report
3.3 Written exam
4. Context for Assessment 4.1 Competency may be assessed in the work place or
in a simulated work place setting

UNIT OF COMPETENCY : EVALUATE ENVIRONMENTAL WORK
PRACTICES
UNIT CODE : 400311326
UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitude to
interpret environmental Issues, establish targets to
evaluate environmental practices and evaluate
effectiveness of environmental practices
PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENTS Italicized terms are
KNOWLEDGE SKILLS
Variables
1. Interpret 1.1 Environmental work 1.1 Environmental 1.1. Analyzing
environmental practices issues are Issues Environmental
practices, identified relevant to work
1.2 Environmental Issues and
policies and requirements Work Concerns
procedures 1.2 Environmental Standards Procedures 1.2. Critical thinking
and Procedures nature 1.3 Environmental 1.3. Problem Solving
of work are determined Laws 1.4. Observation Skills
based on Applicability to 1.4 Environmental
nature of work Hazardous and
1.3 Gaps in work practices Non-Hazardous
related to Environmental Materials
Standards and 1.5 Environmental
Procedures are identified required
license,
registration or
certification
2. Establish 2.1. Environmental 2.1. Investigative
2.1. Relevant information are
targets to Indicators Skills
gathered necessary to
evaluate 2.2. Relevant 2.2. Critical thinking
determine environmental
environmental Environment 2.3. Problem Solving
work targets
practices Personnel or 2.4. Observation Skills
2.2. Environmental Indicators expert
based on gathered 2.3. Relevant
information are set to Environmental
measure environmental work Trainings and
targets Seminars
2.3. Indicators are verified with
appropriate personnel

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENTS Italicized terms are
KNOWLEDGE SKILLS
Variables
3. Evaluate 3.1. Work environmental 1.1. Environmental
3.1 Documentation
effectiveness of practices are recorded Practices
and Record
environmental based on workplace 1.2. Environmental
Keeping Skills
practices standards Standards and
3.2. Recorded work Procedures 3.2 Critical thinking
environmental practices 3.3 Problem Solving
are compared against
planned indicators 3.4 Observation Skills
3.3. Findings regarding
effectiveness are
assessed and gaps
identified are
implemented based on
environment work
standards and
procedures
3.4. Results of environmental
assessment are
conveyed to appropriate
personnel

RANGE OF VARIABLES
VARIABLE RANGE
1. Environmental Practices May include:
Issues 1.1 Water Quality
1.2 National and Local Government Issues
1.3 Safety
1.4 Endangered Species
1.5 Noise
1.6 Air Quality
1.7 Historic
1.8 Waste
1.9 Cultural
2. Environmental Indicators May include:
2.1 Noise level
2.2 Lighting (Lumens)
2.3 Air Quality - Toxicity
2.4 Thermal Comfort
2.5 Vibration
2.6 Radiation
2.7 Quantity of the Resources
2.8 Volume

EVIDENCE GUIDE

Competency 1.1. Identified environmental issues relevant to work
requirements
1.2. Identified gaps in work practices related to
Environmental Standards and Procedures
1.3. Gathered relevant information necessary to determine
environmental work targets
1.4. Set environmental indicators based on gathered
information to measure environmental work targets
1.5. Recorded work environmental practices are recorded
based on workplace standards
1.6. Conveyed results of environmental assessment to
appropriate personnel
Implications 2.1 Workplace/Assessment location
2.2 Legislation, policies, procedures, protocols and local
ordinances relating to environmental protection
2.3 Case studies/scenarios relating to environmental
protection
Assessment 3.1 Written/ Oral Examination
3.2 Interview/Third Party Reports
3.3 Portfolio (citations/awards from GOs and NGOs,
certificate of training – local and abroad)
3.4 Simulations and role-plays
4. Context for 4.1 Competency may be assessed in actual workplace or
Assessment at the designated TESDA center.

UNIT OF COMPETENCY : FACILITATE ENTREPRENEURIAL SKILLS FOR
MICRO-SMALL-MEDIUM ENTERPRISES (MSMEs)
UNIT CODE : 400311327
UNIT DESCRIPTOR : This unit covers the outcomes required to build,

operate and grow a micro/small-scale enterprise.
PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
Variables
1. Develop and 1.1 Appropriate business 1.1 Business 1.1 Basic
maintain micro- strategies are models and bookkeeping/
small-medium determined and set for strategies accounting
enterprise the enterprise based on 1.2 Types and skills
(MSMEs) skills current and emerging categories of 1.2 Communication
in the business environment. businesses skills
organization 1.2 Business operations 1.3 Business 1.3 Building
are monitored and operation relations with
controlled following 1.4 Basic customer and
established procedures. Bookkeeping employees
1.3 Quality assurance 1.5 Business 1.4 Building
measures are internal controls competitive
implemented consistently. 1.6 Basic quality advantage of
1.4 Good relations are control and the enterprise
maintained with assurance
staff/workers. concepts
1.5 Policies and procedures 1.7 Government
on occupational safety and regulatory
and health and processes
environmental concerns
are constantly observed.
2. Establish and 2.1 Good customer relations 2.1 Public relations 2.1 Building
maintain client- are maintained concepts customer
base/market 2.2 New customers and 2.2 Basic product relations
markets are identified, promotion 2.2 Individual
explored and reached out strategies marketing skills
to. 2.3 Basic market 2.3 Using basic
2.3 Promotions/Incentives and feasibility advertising
are offered to loyal studies (posters/
customers 2.4 Basic business tarpaulins,
2.4 Additional products and ethics flyers, social
services are evaluated media, etc.)
and tried where feasible.
2.5 Promotional/advertising
initiatives are carried out
where necessary and
feasible.

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
Variables
3. Apply budgeting 3.1 Enterprise is built up and 3.1 Cash flow 3.1 Setting
and financial sustained through management business
management judicious control of cash 3.1 Basic financial priorities and
skills flows. management strategies
3.2 Profitability of enterprise 3.2 Basic financial 3.2 Interpreting
is ensured though accounting basic financial
appropriate internal 3.3 Business internal statements
controls. controls 3.3 Preparing
3.3 Unnecessary or lower- business
priority expenses and plans
purchases are avoided.

RANGE OF VARIABLES
VARIABLE RANGE
1. Business strategies May include:
1.1. Developing/Maintaining niche market
1.2. Use of organic/healthy ingredients
1.3. Environment-friendly and sustainable practices
1.4. Offering both affordable and high-quality products
and services
1.5. Promotion and marketing strategies (e. g., on-line
marketing)
2. Business operations May include:
2.1 Purchasing
2.2 Accounting/Administrative work
2.3 Production/Operations/Sales
3. Internal controls May include:
3.1 Accounting systems
3.2 Financial statements/reports
3.3 Cash management
4. Promotional/Advertising May include:

initiatives 4.1 Use of tarpaulins, brochures, and/or flyers
4.2 Sales, discounts and easy payment terms
4.3 Use of social media/Internet
4.4 “Service with a smile”
4.5 Extra attention to regular customers

EVIDENCE GUIDE
1. Critical aspects Assessment requires evidence that the candidate :

of competency 1.1 Demonstrated basic entrepreneurial skills
1.2 Demonstrated ability to conceptualize and plan a
micro/small enterprise
1.3 Demonstrated ability to manage/operate a
micro/small-scale business
Implications 2.1 Simulated or actual workplace
2.2 Tools, materials and supplies needed to demonstrate
the required tasks
2.3 References and manuals
3. Methods of Competency in this unit may be assessed through :
Assessment 3.1 Written examination
3.2 Demonstration/observation with oral questioning
3.3 Portfolio assessment with interview
3.4 Case problems
4. Context of 4.1 Competency may be assessed in workplace or in a
Assessment simulated workplace setting
4.2 Assessment shall be observed while tasks are being
undertaken whether individually or in-group

COMMON COMPETENCIES
UNIT OF COMPETENCY : RECEIVE AND RESOLVE CUSTOMER COMPLAINTS
UNIT CODE : TRS141201
UNIT DESCRIPTOR : This unit deals with the skills and knowledge required to
receive and resolve customer complaints in a range of
settings within the hospitality industry workplace context.
PERFORMANCE
KNOWLEDGE SKILLS
of Variables
1. Identify and 1.1 Verbal complaint, 1.1 Communication 1.1 Questioning and
analyse the using active listening techniques communication
complaint and empathy 1.2 Anger management skills
techniques is received techniques and 1.2 Research skills
and accurately conflict resolution 1.3 Analytical skills
recorded techniques 1.4 Identifying
1.2 The exact nature of 1.3 Customer relevant
the customer complaints information
complaint are 1.4 Records and 1.5 Compilation and
identified through documentation classification of
appropriate 1.5 Enterprise’s policies information and
communication and procedures data
techniques 1.6 Networking skills
1.3 Register or complaint 1.7 Handling
file/s in accordance complaints
with the requirements
of the enterprise
information system
are maintained
2. Respond to 2.1 Complaints in 4.1 Communication 2.1 Questioning and
complaints accordance with techniques communication
organizational 4.2 Anger management skills
standards, policies techniques and 2.2 Analytical skills
and procedures are conflict resolution 2.3 Identifying
processed techniques relevant
2.2 Documentation in 4.3 Customer information
relation to complaints complaints 2.4 Compilation and
is obtained and 4.4 Records and classification of
reviewed documentation information and
2.3 Register of 4.5 Enterprise’s policies data
complaints/disputes and procedures 2.5 Networking
are updated skills
2.6 Processing
complaints
3. Determine and 3.1 Options to resolve the 3.1 Communication 3.1 Questioning and
agree upon complaint within techniques communication
appropriate enterprise policy, 3.2 Anger management skills
action to resolve procedures and techniques and 3.2 Analytical skills
complaint guidelines are conflict resolution 3.3 Ability to
identified and reviewed techniques to research
resolve customer industry
PERFORMANCE
KNOWLEDGE SKILLS
of Variables
3.2 Action to resolve the complaints information
complaint with the 3.3 Communicate sources
customer is agreed effectively with all 3.4 Identifying
and confirmed. relevant people relevant
3.3 A commitment to the throughout the information
customer to resolve complaint resolution 3.5 Compilation and
the complaint is process classification of
demonstrated 3.4 Written complaints information and
3.4 Customer is 3.5 Workplace records data
informed on the and documentation. 3.6 Networking skills
outcome of 3.6 Enterprise’s policies 3.7 Resolving
investigation of and procedures in complaint
complaint investigation regard to receiving
and resolving
customer complaints
4. Refer complaints 4.1 Complaints that 4.3 Communication 4.1 Questioning and
require referral to techniques communication
other personnel or 4.4 Anger management skills
external bodies are techniques and 4.2 Analytical skills
identified conflict resolution 4.3 Ability to
4.2 Complaint to techniques to research
appropriate resolve customer industry
personnel for follow- complaints information
up in accordance with 4.5 Communicate sources
individual level of effectively with all 4.4 Identifying
responsibility are relevant people relevant
referred throughout the information
4.3 All necessary complaint resolution 4.5 Compilation and
documentation process classification of
including investigation 4.6 Written complaints information and
reports to appropriate 4.7 Workplace records data
personnel are and documentation. 4.6 Networking skills
forwarded 4.8 Enterprise’s policies
4.4 Complaints which and procedures in
cannot be resolved to regard to receiving
an appropriate person and resolving
are referred customer complaints

RANGE OF VARIABLES
VARIABLE RANGE
1. Complaint May include:
1.1 Any expression of dissatisfaction with food and
beverage products or food service by a customer
1.2 Written complaints, e.g. Letter, email, complaint
and/or feedback form
1.3 Verbal, face-to-face, complaints
1.4 Verbal complaints over the telephone
2. Appropriate May include:
communication techniques 2.1 The use of active listening
2.2 The use of both open and closed questions
2.3 Speaking clearly and concisely
2.4 Using appropriate language and tone of voice
2.5 Giving customers full attention
2.6 Maintaining eye contact in face-to face interactions
2.7 Appropriate non-verbal communication in face-to-
face interactions, e.g. Body language, attention and
personal presentation
2.8 and should include:
2.9 Conflict resolution techniques
2.10 Anger management techniques
2.11 Observation of personal safety
3. Organizational standards, May include:
policies and procedures 3.1 Complaints procedures
3.2 Organisational standard report forms
3.3 Job descriptions
3.4 Code of ethics
3.5 Quality systems, standards and guidelines
3.6 Insurance/liabilities policies
4. Documentation May include:
4.1 Letters of complaint
4.2 Customer feedback forms outlining complaints, such
as paper-based customer satisfaction
questionnaires, internet-based customer satisfaction
questionnaires
4.3 Complaint emails
5. Options May include:
5.1 Options that satisfy the customer
5.2 Options that partially satisfy the customer
5.3 Options that do not satisfy the customer.
5.4 and should include:
5.5 Options that reflect enterprise policy, procedures and
guidelines.
6. Inform customer of May include:
outcome 6.1 Providing documentation and/or evidence that
supports customer complaint
6.2 Providing documentation and/or evidence that does
not support customer complaint.

VARIABLE RANGE
6.3 Information (verbal or written) that directly relates to
the complaint being investigated
6.4 Information (verbal or written) that is presented in a
calm and accurate manner
7. Appropriate person May include:
7.1 Immediate superior within the organisational
hierarchy
7.2 Specialist customer service staff
7.3 External bodies

EVIDENCE GUIDE

Competency 1.1 Demonstrated ability to apply anger management
techniques
1.2 Demonstrated ability to apply conflict resolution
techniques
1.3 Demonstrated ability to use effective communication
skills to accurately determine the nature of
complaints
1.4 Demonstrated ability to obtain written and verbal
information relevant to the complaint
1.5 Demonstrated ability to working with enterprise
policies and procedures to resolve customer
complaints
1.6 Demonstrated ability to initiate escalation procedures
at an appropriate time within the complaint resolution
process
1.7 Demonstrated ability to maintain effective
communication lines with customers, other personnel
and management in order to resolve customer
complaints quickly
1.8 Demonstrated ability to apply knowledge of different
cultures and cultural characteristics appropriately in
communications with customers and colleagues from
diverse backgrounds
Training and assessment to include access to a real or
simulated workplace; and access to workplace customer
service standards, procedures, policies, guidelines, tools
and equipment and in particular those procedures,
policies and guidelines that guide effective complaint
resolution.
3. Method of Assessment Competency in this unit may be assessed through:
3.1 Case studies
3.2 Observation of practical candidate performance
3.3 Oral and written questions
3.4 Portfolio evidence
3.5 Problem solving
3.6 Role plays
3.7 Third party reports completed by a supervisor
3.8 Project and assignment work.
4. 4. Context of Assessment 4.1 Competency may be assessed in actual workplace
or at the designated TESDA Accredited Assessment
Center.

UNIT OF COMPETENCY : WORK COOPERATIVELY IN A GENERAL
ADMINISTRATION ENVIRONMENT
UNIT DESCRIPTOR : This unit deals with the skills and knowledge required
to work cooperatively in a general administration
environment in a range of settings within the labor
divisions of the hospitality industry.
PERFORMANCE
ELEMENT Italicized terms are KNOWLEDGE SKILLS
of Variables
1. Develop 1.1 Relationships with 1.1 Principles of 1.1 Questioning
effective team team members and effective and
relationships promote benefits of communication skills communication
cooperative work 1.2 Feedback skills
consistent with techniques and 1.2 Research skills
organizational goals team building 1.3 Analytical skills
and objectives are techniques to build 1.4 Ability to
developed and and maintain research
maintained interpersonal industry
1.2 Responsibilities and relationships within information
assignments in a a designated work sources
positive manner to group or team 1.5 Identifying
promote effective 1.3 Communicate relevant
relationships within effectively with a information
the work group are range of people 1.6 Compilation
undertaken relevant to position and
1.3 Courteous and and role classification of
appropriate 1.4 Customer relations information
communication with 1.5 Enterprise’s policies and data
others in a manner, and procedures in 1.7 Networking
which reflects resolving complaints skills
sensitivity to and conflict
individual social and
cultural differences
in accordance with
organizational
requirements, are
conducted
1.4 Communication
techniques to relay
information in a clear
and concise manner
are used
1.5 Language and tone
appropriate to a
particular audience,
purpose and
situation, taking into
account the relevant

PERFORMANCE
of Variables
factors involved are used
1.6 Issues that may lead
to, or involve conflict
with team members,
or refer to
appropriate persons
are recognized and
discussed
1.7 Routine workplace
documentation is
completed accurately
and in a timely
manner
2. Participate in 2.1 Individual 2.1 Principles of 2.1 Questioning
team responsibilities within effective and
assignments the workgroup in communication communication
accordance with skills skills
organisational 2.2 Feedback 2.2 Research skills
requirements are techniques and 2.3 Analytical skills
identified and met team building 2.4 Ability to
2.1 Cultural differences techniques to build research
within the team are and maintain industry
recognized and interpersonal information
accommodated relationships within sources
a designated work 2.5 Identifying
group or team relevant
2.3 Communicate information
effectively with a 2.6 Compilation
range of people and
relevant to position classification of
and role information
2.4 Customer relations and data
2.5 Enterprise’s policies 2.7 Networking
and procedures in skills
resolving
complaints and
conflict
3. Contribute to 3.1 Both internal 3.1 Principles of 3.1 Questioning

team customer and effective and
development external customer communication skills communication
needs and 3.2 Feedback skills
expectations in techniques and 3.2 Research skills
accordance with team building 3.3 Analytical skills
organization techniques to build 3.4 Ability to
standards, policies and maintain research
and procedures and interpersonal industry
within acceptable relationships within information
time frames are met a designated work sources
3.2 Encouragement and group or team 3.5 Identifying
support to other team 3.3 Communicate relevant
members to identify effectively with a information
PERFORMANCE
of Variables
and organise range of people 3.6 Compilation
professional relevant to position and
development and role classification of
opportunities are 3.4 Customer relations information
given 3.5 Enterprise’s policies and data
3.3 Formal feedback and procedures in 3.7 Networking
and informal resolving complaints skills
feedback on and conflict
individual and team
performance regularly
from colleagues and
supervisors to identify
and implement
improvements to
products, services,
processes or
outcomes are sought
3.4 Personal work
standards in a
manner that supports
the workgroup and
organisational
requirements are
maintained
3.5 Positive contributions
to the planning
process to improve
work practices are
made
3.6 Non-discriminatory
attitudes and
language when
interacting with
customers, staff and
management,
consistently are used

RANGE OF VARIABLES
VARIABLE RANGE
1. Team members May Include:
1.1 Specific groups of employees assigned to complete
designated tasks, or to work together
1.2 The organization as a whole
1.3 Individual branches
1.4 Individual work sections
2. Organizational May Include:
goals and 2.1 Reporting deadlines
objectives 2.2 Budgetary targets
2.3 Team participation
2.4 Team and individual learning goals
2.5 Professional development
3. Responsibility May Include:
3.1 Obeying lawful orders
3.2 Confidentiality and privacy requirements
3.3 Safety and care with respect to occupational safety and
health requirements
3.4 Terms and conditions of own employment
3.5 Responsibility of providing a safe environment, free from
discrimination and sexual harassment
4. Appropriate May Include:
communication 4.1 Using active listening
4.2 Using both open and closed questions
4.3 Speaking clearly and concisely
4.4 Using appropriate language and tone of voice
4.5 Being attentive
4.6 Maintaining eye contact in face-to face interactions
4.7 Using appropriate non-verbal communication in face-to-face
interactions, e.g. Body language, attention and personal
presentation
5. Social and cultural May Include:
differences 5.1 Language
5.2 Traditional practices and observations
5.3 Beliefs, values, practices
5.4 Food, diet
5.5 Dress
5.6 Religious and spiritual observances
5.7 Social conventions
5.8 Cultural stereotypes
5.9 Conventions of gender/sexuality
6. Organizational May Include:
requirements 6.1 Legal and organizational policy and procedures, including
personnel practices and guidelines
6.2 Organizational goals, objectives, plans, systems and
processes
6.3 Legislation relevant to the operation, incident and/or
response
6.4 Employer and employee rights and responsibilities
6.5 Business and performance plans
VARIABLE RANGE
6.6 Policies and procedures relating to own role, responsibility
and delegation
6.7 Quality and continuous improvement processes and
standards
6.8 Client service standards
6.9 Defined resource parameters
7. Language and tone May Include:
7.1 Using simple, concise language that can be easily
understood by the audience
7.2 Using appropriate tone, i.e. not patronizing, not too loud, not
too soft, not yelling, not angry
8. Conflict May Include:
8.1 Group conflict
8.2 Conflict with individuals
8.3 Conflict with co-workers
9. Appropriate May Include:
persons 9.1 Supervisors, managers
9.2 Colleagues
9.3 Human resource personnel
9.4 Members of the public
9.5 Clients
10. Workplace May Include:
documentation 10.1 Letters
10.2 Memos
10.3 Faxes
10.4 Emails
10.5 Invoices and purchase orders
10.6 Policies and procedures
11. Cultural May Include:
differences 11.1 Forms of address
11.2 Levels of formality, or informality
11.3 Non-verbal behavior
11.4 Work ethics
11.5 Personal grooming
11.6 Family obligations
11.7 Recognized holidays
11.8 Special needs
11.9 Preferences for personal interactions
12. Internal customer May Include:
12.1 Colleagues working in another department
12.2 Team members
12.3 Supervisor or managers
13. External customer May Include:
13.1 Suppliers
13.2 People who buy the goods and services the enterprise sells
14. Organization May Include:
standards, 14.1 Complaints procedures
policies and 14.2 Organizational standard report forms
14.3 Job descriptions
procedures
14.4 Code of ethics
14.5 Quality systems, standards and guidelines
VARIABLE RANGE
15. Professional May Include:
development 15.1 Coaching, mentoring and/or supervision
opportunities 15.2 Formal and/or informal learning programs
15.3 Internal and/or external training provision
15.4 Work experience and exchange opportunities
15.5 Personal study
15.6 Career planning and development
15.7 Performance appraisals
15.8 Workplace skills assessment
15.9 Quality assurance assessments and recommendations
16. Formal feedback May Include:
16.1 360-degree assessment
16.2 Customer satisfaction surveys/forms
16.3 Team evaluations
16.4 Performance reviews/appraisals
16.5 Workplace assessment
17. Informal feedback May Include:
17.1 Critical incident reviews
17.2 Impromptu questioning of customers to obtain view of
products and/or service provided
17.3 Chance discussions with customers
17.4 Coaching and mentoring
17.5 Seeking the opinions of others
17.6 Comments from supervisors, colleagues or clients
17.7 Personal, reflective behavior strategies
18. Non- May Include:
discriminatory 18.1 Language in relation to race and ethnicity
attitudes and 18.2 Not making assumptions about physical or intellectual
abilities
language
18.3 The use of non-discriminatory language in relation to the
portrayal of people with disabilities
18.4 Using and gender inclusive language

EVIDENCE GUIDE

Competency 1.1 Demonstrated ability to apply active listening
techniques
1.2 Demonstrated ability to use effective communication
skills to build and maintain interpersonal relationships
within a designated work group or team
1.3 Demonstrated ability to apply the principles of good
teamwork to assist self and others to complete
assignments within designated timeframes
1.4 Demonstrated ability to interpret and comply with a
range of legislative and procedural requirements
relevant to security operations
1.5 Demonstrated ability to actively seek and interpret
feedback on quality of work performance and identify
opportunities for professional development to develop
and improve future career options
1.6 Demonstrated ability to communicate in a clear,
concise and accurate manner which reflects
sensitivity to individual social and cultural differences
2.1 Training and assessment to include access to a real
or simulated workplace; and access to workplace
standards, procedures, policies, guidelines, tools
and equipment
3.1 Case studies
3.5 Problem solving
3.6 Role plays
3.8 Project and assignment work
4. Context of Assessment 4.1 Competency may be assessed in actual workplace
or at the designated TESDA Accredited
Assessment Center.

UNIT OF COMPETENCY : MAINTAIN QUALITY CUSTOMER/GUEST
SERVICE
UNIT DESCRIPTOR : This unit deals with the skills and knowledge
required to maintain a quality customer/guest
service within the hotel and travel industries.
PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
of Variables
1. Identify customer/ 1.1 Options to improve 1.1 Principles of 1.1 Questioning and
guest service levels are effective communication
requirements identified communication skills skills
1.2 Needs of customers 1.2 Business 1.2 Research skills
and/or guests are environment in 1.3 Analytical skills
researched and which the hotel and 1.4 Ability to
assessed travel industry research
1.3 Deficiencies in operates, including industry
service delivery are major current information
identified by customer relations sources
conducting data and management 1.5 Identifying
analysis issues as relevant
appropriate to the information
industry sector 1.6 Compilation and
1.3 Principles of classification of
customer service information and
1.4 Organization's data
business structure, 1.7 Networking skills
products and
services and
organization's policy
and procedures for
customer service,
including handling
customer complaints
1.5 Product and service
standards and best
practice models
1.6 Common problems
relating to customer
service
1.7 Consultation
methods, techniques
and protocols
1.8 Research and or
evidence and
feedback gathering
techniques.

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
of Variables
2. Ensure delivery 2.1 Colleagues to meet 2.1 Principles of 2.1 Questioning and
of quality and exceed customer effective communication
products/ service standards by communication skills skills
services providing appropriate 2.2 Business 2.2 Research skills
professional environment in 2.3 Analytical skills
development are which the hotel and 2.4 Ability to
assisted travel industry research
2.2 Products/services are operates, including industry
ensured to meet major current information
customers’ needs and customer relations sources
reflect enterprise and management 2.5 Identifying
standards issues as relevant
2.3 Consistently ensure appropriate to the information
products/services industry sector 2.6 Compilation and
meet customer needs 2.3 Principles of classification of
and reflect enterprise customer service information and
standards 2.4 Organization's data
business structure, 2.7 Networking skills
products and
services and
and procedures for
customer service,
including handling
customer complaints
standards and best
practice models
2.6 Common problems
service
2.7 Consultation
methods, techniques
and protocols
2.8 Research and or
evidence and
feedback gathering
techniques

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
KNOWLEDGE SKILLS
of Variables
3. Evaluate 3.1 Systems, records and 3.1 Principles of 3.1 Questioning and
customer service reporting procedures effective communication
in order to identify and communication skills skills
report on any changes 3.2 Business 3.2 Research skills
in customer environment in 3.3 Analytical skills
satisfaction are which the hotel and 3.4 Ability to
compared travel industry research
3.2 Customer service operates, including industry
evaluation outcomes major current information
are evaluated and customer relations sources
reported to and management 3.5 Identifying
designated groups issues as relevant
or individuals appropriate to the information
3.3 An agreement on industry sector 3.6 Compilation and
appropriate courses of 3.3 Principles of classification of
action to overcome customer service information and
problems is obtained 3.4 Organization's data
upon consultation with business structure, 3.7 Networking
designated products and skills.
individuals/groups services and
and procedures for
customer service,
including handling
customer complaints
standards and best
practice models
3.6 Common problems
service
3.7 Consultation
methods, techniques
and protocols
3.8 Research and or
evidence and
feedback gathering
techniques

RANGE OF VARIABLES
VARIABLE RANGE
1. Service levels May include:
1.1 Service quality
1.2 Customer satisfaction
1.3 Staff attitude
1.4 Appearance of venue, staff, etc.
1.5 Atmosphere of venue
1.6 Responsiveness of staff to customer requests
1.7 Delivery times
1.8 Prices or costs
1.9 Product or service availability
1.10 Courtesy and politeness
2. Appropriate professional May include:
development 2.1 Mentoring
2.2 Coaching
2.3 Training
2.4 Peer support
3. Evaluate and report on May include:
customer service 4.1 Service quality evaluations
4.2 Customer satisfaction evaluations
4.3 Industry benchmarking
4. Designated groups or May include:
individuals 5.1 Managers
5.2 Supervisors
5.3 Marketing personnel

EVIDENCE GUIDE

Competency 1.1 Demonstrated ability to identify the needs and
priorities of the organization delivering services to
customers/guests
1.2 Demonstrated ability to distinguish between
customer requirements and customer satisfaction
1.3 Demonstrated ability to provide constructive advice
on customer/guest service practices
1.4 Demonstrated ability to respond to and report on
customer feedback
1.5 Demonstrated ability to design strategies to improve
delivery of products and services
1.6 Consistency of performance across a range of
situations that demonstrates knowledge,
understanding and skill in implementing the
principles and practices of maintaining quality
customer/guest services
2.1 Training and assessment to include access to a real
or simulated workplace and relevant
documentation, such as strategic plans, information
on the internal and external operating environment
and customer satisfaction data; and access to
workplace standards, procedures, policies,
guidelines, tools and equipment.
3.1 Case studies
3.5 Problem solving
3.6 Role plays
4. Context of Assessment 4.1 Competency may be assessed in actual workplace
Assessment Center.

UNIT OF COMPETENCY : ROSTER STAFF
UNIT DESCRIPTOR : This unit covers the knowledge, skills, behavior and
motivations required to develop staff rosters. This role
may be carried out by operational supervisors and
managers.
PERFORMANCE
Bold and italicized KNOWLEDGE SKILLS
ELEMENT
terms are elaborated in
the
Range of Variables
1. Develop and 1.1 Rosters are 1.1 Effective 1.1 Communicatio
implement staff developed in communication ns skills
rosters accordance with 1.2 Role of rosters and 1.2 Developing
company their importance in rosters
agreements and controlling staff 1.3 Organizing
wage budgets. costs information
1.2 Operational efficiency 1.3 Factors to be 1.4 Preparing staff
and customer service considered when rosters
levels are maximized developing rosters
while wage costs are 1.4 Formats for the
minimized in roster presentation of staff
development. rosters and details
1.3 Duties are combined to be included
where appropriate to 1.5 Area of operation for
ensure effective use which roster is being
of staff. developed
1.4 The available skills 1.6 Company standards
base is utilized 1.7 Customer Service
appropriately to roster
the most effective mix
of staff and to meet
different operational
requirements.
1.5 Rosters are
presented in required
formats to ensure
clarity of information
in accordance with
company standards.
1.6 Rosters are
communicated to
appropriate
colleagues within
designated timelines.

PERFORMANCE
ELEMENT Bold and italicized KNOWLEDGE SKILLS
the Range of Variables
2. Maintain staff 2.1 Time sheets and other 2.1 Effective 2.1 Communications
records documentation are communication skills
completed accurately 2.2 Area of operation for 2.2 Updating and
and within designated which roster is being maintaining
timelines developed records
2.2 Staff records are 2.3 Records
updated accurately management
and maintained or
stored in accordance
with establishment
procedures

RANGE OF VARIABLES
VARIABLE RANGE
1. Rosters May include:
1.1 An individual department
1.2 A whole establishment
1.3 A specific project
2. Company agreements May include:
2.1 Number of hours worked in a given shift
2.2 Overall number of hours allocated to different staff
members
2.3 Breaks between shifts
2.4 Nature of duties allocated
2.5 Use of permanent or casual staff

EVIDENCE GUIDE

Competency 1.1 Demonstrated knowledge and understanding of the
factors and issues which impact upon staff rostering
1.2 Demonstrated familiarity with typical formats and
the key information to be included
1.3 Demonstrated the ability to prepare staff rosters
which meet wage budgets and which provide a level
of staffing sufficient to ensure the delivery of high
quality customer service.
2.1 Project or work activities which allow the candidate
to prepare rosters for a workplace and to evaluate
their cost efficiency and operational effectiveness
against nominated standards
2.2 Preparation of more than one roster to meet the
staffing requirements of more than one operational
situation
3.1 Evaluation of the staffing costs and observing
service levels at an event for which the candidate
has prepared rosters
3.2 Oral or written questions to assess knowledge of
specific factors which affect the design of rosters
3.3 Review of portfolios of evidence and third party
workplace reports of on-the-job performance by the
candidate
4. Context for Assessment 4.1 Competency may be assessed in actual workplace
Assessment Center.

UNIT OF COMPETENCY : CONTROL AND ORDER STOCK
motivations required to control and order stock in a
range of hospitality establishments. This role is
generally carried out by supervisors and team leaders.
PERFORMANCE
ELEMENT
the
Range of Variables
1. Maintain stock 1.1 Stock levels are 1.1 Stock level 1.1 Collect, organize
levels and monitored and maintenance and analyze
records maintained techniques information
according to 1.2 Typical stocktaking 1.2 Plan and
company procedures as organize
requirements appropriate to the activities
1.2 Stock security is industry sector 1.3 Monitoring stock
monitored and 1.3 Stock recording performance
systems are systems
adjusted as required 1.4 Stock security
1.3 Stock reorder cycles systems
are monitored and 1.5 Types of stock
adjusted as control
required. documentation and
1.4 Colleagues are systems that may be
informed of their applied in the
individual hospitality industry
responsibilities in 1.6 Reasons for stock
regard to the loss and damage
reordering of stock. 1.7 Company
1.5 Records of stock procedures
storage and
movement are
maintained in
accordance with
company
procedures
1.6 Stock performance
is monitored and
fast/slow-selling
items are identified
and reported in
accordance with
company
procedures

PERFORMANCE
ELEMENT
the
Range of Variables
2. Process stock 2.1 Orders for stock are 2.1 Stock level 2.1 Collect, organize
orders processed maintenance and analyze
accurately and in techniques information
accordance with 2.2 Typical stocktaking 2.2 Plan and
company procedures as organize
procedures appropriate to the activities
2.2 Stock levels are industry sector 2.3 Monitoring stock
maintained and 2.3 Stock recording performance
recorded ensuring systems
information is 2.4 Stock security
complete, correct systems
and current 2.5 Types of stock
2.3 Incoming stock is control
checked against documentation and
purchase and supply systems that may be
agreements and all applied in the
necessary details hospitality industry
are recorded. 2.6 Reasons for stock
loss and damage
2.7 Company
procedures
3. Minimize stock 3.1 Stock losses are 3.1 Stock level 3.1 Collect, organize
losses identified and maintenance and analyze
recorded according techniques information
to company 3.2 Typical stocktaking 3.2 Plan and
procedures. procedures as organize
3.2 Losses are reported appropriate to the activities
in accordance with industry sector 3.3 Identifying stock
company 3.3 Stock recording losses
procedures systems
3.3 Avoidable losses are 3.4 Stock security
identified and systems
reasons behind 3.5 Types of stock
these losses are control
established documentation and
3.4 Solutions to loss systems that may be
situations are applied in the
recommended and hospitality industry
related procedures 3.6 Reasons for stock
are implemented to loss and damage
prevent future 3.7 Company
avoidable losses. procedures
4. Follow-up orders 4.1 The delivery process 4.1 Stock level 4.1 Collect, organize
is monitored to maintenance and analyze
ensure agreed techniques information
deadlines are met 4.2 Typical stocktaking 4.2 Plan and
4.2 Continuity of supply procedures as organize
is ensured by liaising appropriate to the activities
with colleagues and industry sector 4.3 Monitoring
suppliers 4.3 Stock recording delivery process

PERFORMANCE
ELEMENT
the
Range of Variables
4.3 Routine supply systems
problems are 4.4 Stock security
followed up or systems
referred to the 4.5 Types of stock
appropriate person control
in accordance with documentation and
company policy. systems that may be
4.4 Stock is distributed applied in the
to agreed locations hospitality industry
4.6 Reasons for stock
loss and damage
4.7 Company
procedures
5. Organize and 5.1 Stocks are 5.1 Stock level 5.1 Collect, organize
administer organized at maintenance and analyze
stocks appropriate intervals techniques information
according to 5.2 Typical stocktaking 5.2 Plan and
company policy and procedures as organize
procedures appropriate to the activities
5.2 Stocktaking industry sector 5.3 Monitoring
responsibilities are 5.3 Stock recording delivery process
allocated to staff systems 5.4 Organizing
5.3 Accurate stock 5.4 Stock security stocks
reports are produced systems
within designated 5.5 Types of stock
timelines control
documentation and
systems that may be
applied in the
hospitality industry
5.6 Reasons for stock
loss and damage
5.7 Company
procedures

RANGE OF VARIABLES
VARIABLE RANGE
1. Stock May include:
1.1 Food
1.2 Beverages
1.3 Equipment such as maintenance and cleaning
equipment, office equipment
1.4 Linen
1.5 Stationery
1.6 Brochures and promotional materials
1.7 Cleaning supplies and chemicals
1.8 Vouchers and tickets
1.9 Souvenir products
2. Stock losses May include:
2.1 Lack of rotation leading to product deterioration
2.2 Inappropriate storage conditions
2.3 Access by pests or vermin
2.4 Theft
2.5 Overstocking

EVIDENCE GUIDE

Competency 1.1 Demonstrated the ability to maintain continuous stock
supply within a specific hospitality industry
environment
1.2 Demonstrated the ability to meet accuracy and speed
requirements for completion and maintenance of
stock records
2.1 Project or work activities that allow the candidate to
demonstrate stock control and monitoring over a
period of time
2.2 Use of real stock items
2.3 Use of industry-current stock control technology or
documentation
2.4 Involvement of internal/external suppliers
3.1 Review of activities undertaken by the candidate to
monitor stock for a given period of time for a specific
outlet i.e. order and re-order points
3.2 Written or oral questions to test knowledge of reasons
for procedures
3.3 Review of workplace reports and records related to
stock control, prepared by the candidate
3.4 Review of portfolios of evidence and third party
workplace reports of on-the-job performance by the
candidate
4. Context for Assessment 4.1 Competency may be assessed in actual workplace or
at the designated TESDA Accredited Assessment
Center.

UNIT OF COMPETENCY : PREPARE AND DELIVER TRAINING SESSIONS
UNIT DESCRIPTOR : This unit deals with skills and knowledge required to
prepare and deliver in-house training sessions in a
range of settings within the hospitality industry
workplace context.
PERFORMANCE CRITERIA
Bold and italicized terms REQUIRED REQUIRED
ELEMENT
are elaborated in the KNOWLEDGE SKILLS
Range of Variables
1. Determine 1.1 Current competencies of 1.1 Active listening 1.1 Questioning
training learners are identified techniques and
requirements 1.2 Required competencies 1.2 Record keeping communication
for learners are identified 1.3 Assessment process skills
1.3 The training gap for 1.4 Enterprise’s policies 1.2 Research skills
learners are described and procedures 1.3 Analytical skills
1.4 The identified training gap 1.5 Appropriate 1.4 Ability to
with relevant personnel performance research
are confirmed assessment industry
1.5 Support available for information
training provision are sources
determined 1.5 Identifying
1.6 Recommendations for relevant
training are presented information
1.6 Compilation
and
classification of
information and
data
1.7 Networking
skills
2. Prepare 2.1 Session outlines for 2.1 Active listening 2.1 Questioning
training plan approved training are techniques and
developed 2.2 Record keeping communication
2.2 Training content are 2.3 Assessment process skills
developed 2.4 Enterprise’s policies 2.2 Research skills
2.3 Training resources and and procedures 2.3 Analytical skills
materials are developed 2.5 Appropriate 2.4 Ability to
2.4 Individual training performance research
sessions are developed assessment industry
2.5 Training requirements are information
organized sources
2.5 Identifying
relevant
information
2.6 Compilation
and
classification of
information and
data
2.7 Networking
skills

PERFORMANCE CRITERIA
Bold and italicized terms REQUIRED REQUIRED
ELEMENT
are elaborated in the KNOWLEDGE SKILLS
Range of Variables
3. Deliver 3.1 Attendance of learners at 3.1 Active listening 3.1 Questioning
training the training session is techniques and
sessions confirmed 3.2 Record keeping communication
3.2 The training venue for the 3.3 Assessment skills
training session is 3.4 process 3.2 Research skills
prepared. 3.5 Enterprise’s 3.3 Analytical skills
3.3 Training topic to learners policies and 3.4 Ability to
is introduced. procedures research
3.4 The training and 3.6 Appropriate industry
assessment activities performance information
involved in the training assessment sources
session is explained. 3.5 Identifying
3.5 Training session is relevant
presented. information
3.6 Opportunities for learners 3.6 Compilation
to practice skills are and
provided classification of
3.7 Feedback to learners is information and
provided data
3.8 On-going safety of learners 3.7 Networking
during training delivery and skills
practice is ensured

RANGE OF VARIABLES
VARIABLE RANGE
1. Current competencies of May include:
learners 1.1 Observing workers’ practices
1.2 Undertaking peer reviews
1.3 Administering self-evaluation and analysis forms to
workers
1.4 Reviewing data contained in workplace staff
performance systems/databases
1.5 Reviewing application forms and resumes
1.6 Seeking input from managers, supervisors and co-
workers
1.7 Obtaining feedback from customers
1.8 Checking currency of qualifications, certificates and
licenses
1.9 Identifying individual learner preferences for training
delivery
1.10 Assessing the level of literacy and numeracy amongst
the target group
2. Required competencies May include:
2.1 Reviewing relevant training programs
2.2 Verifying plans for the business
2.3 Reviewing relevant policies and procedures
2.4 Reviewing existing job analysis sheets and similar
2.5 Describing performance standards
2.6 Specifying product and service criteria
2.7 Describing the workplace context, including the
conditions under which tasks are to be completed
3. Training gap May include:
3.1 Specifying the difference between organizational
expectations of staff/learner performance and the
actual level of workplace performance for each
worker/learner
3.2 Confirming identified training gaps with individual
staff/learners
4. Relevant personnel May include:
4.1 Supervisors, managers and owners
4.2 Industry peak bodies
4.3 Subject specialists
4.4 Head office
4.5 Union representatives
4.6 Human resources department
4.7 Staff/learners
4.8 Trainers and assessors
4.9 External consultants

VARIABLE RANGE
5. Support available for May include:
training provision 5.1 Time
5.2 Physical resources
5.3 Human resources
5.4 Financial resources
5.5 Training venues
5.6 Training resources and materials
5.7 Management support for the initiative
5.8 Established internal career paths based on internal
training delivery
6. Recommendations May include:
6.1 Providing verbal and/or written presentations
6.2 Explaining the need for training
6.3 Quantifying costs associated with failing to address
training needs
6.4 Describing the benefits that will flow from undertaking
training
6.5 Identifying the assessment to be applied
6.6 Quantifying the costs associated with training delivery
6.7 Seeking approval and support from management and
others
7. Session outlines May include:
7.1 Confirming general content and/or topic areas that
need to be addressed in sessions that may be group
sessions or one-on-one sessions, and focus on
theory, or demonstration, or both
7.2 Locating training content and/or topics in the correct
sequence
7.3 Allocating timeframes for training content and/or
topics
7.4 Describing the objectives and outcomes for individual
training sessions
7.5 Seeking input from subject and workplace specialists
to training content and/or topics
7.6 Obtaining approval from relevant personnel for
proposed training sessions
7.7 Confirming resources exist to support proposed
training sessions
8. Training content 8.1 May include:
8.2 Ensuring accuracy of proposed content
8.3 Ensuring comprehensiveness of proposed content
8.4 Ensuring compliance with legislated requirements
relating to proposed content
8.5 Verifying sequence of proposed content
8.6 Complying with the requirements of mandated or
selected training documentation, including training
curricula, competency standards, job analysis, etc
8.7 Identifying topics and sub-topics for training delivery
8.8 Identifying relevant sources of information for
VARIABLE RANGE
assistance with training preparation and delivery,
including internal and external sources
8.9 Identifying the underpinning attitudes, skills and
knowledge for each area of proposed content
8.10 Identifying and/or confirming specific workplace
needs, including description of the context for all
proposed training
8.11 Mapping training content against identified
competencies required by staff/learners
8.12 Emphasizing workplace safety at all stages of training
delivery and in all training content
9. Training resources and May include:
materials 9.1 Matching training resources and materials against
identified workplace need
9.2 Identifying specific materials and resources, including
manuals, texts, work books, workshop guides,
handouts, standard operating procedures, posters,
videos, sample items, demonstration items
9.3 Ensuring currency and relevance of existing materials
for future application
9.4 Purchasing ready-made generic training materials
and resources
9.5 Preparing establishment-specific training materials
and resources to address identified workplace need
9.6 Ensuring training materials and resources reflect
identified individual differences, including learning
style preferences, literacy and numeracy
requirements, language requirements
9.7 Accommodating imposed limitations on the
development and acquisition of training resources
and materials
9.8 Seeking input from workplace specialists, other
trainers, training organizations and past workplace
staff/learners
9.9 Reviewing evaluations that have been conducted on
previous training and integrating relevant lessons into
proposed training
10. Individual training May include:
sessions 10.1 Preparing sessions for individuals and groups
10.2 Assembling identified and agreed training content
into training programs, where appropriate
10.3 Identifying the dates and timing for individual training
sessions, including start and finish times, and
supplementary training provision
10.4 Identifying and accommodating requirements for
practice sessions to enable skills development,-
including on-the-job and off-the job practice, provision
of supplementary and top-up training, where required,
and job rotation, work-sharing, out-of-work
placements
VARIABLE RANGE
10.5 Identifying and allowing for necessary workplace
assessment, including identification of forms of
assessment to be used, development of assessment
tools, where necessary, and allocation of time to
enable required on-the-job, off-the-job and
supplementary assessments to be conducted
10.6 Determining venues for training delivery, including on-
site and off-site
10.7 Identifying training strategies and techniques to be
used to deliver identified content, including oral
presentations, simulations, project work,
demonstrations, field trips, guest speakers, role plays,
interviews, surveys, portfolios of evidence, mentoring,
coaching, computer-based training, self-paced
learning, lectures, discussion
10.8 Identifying equipment, materials, items and
consumables required to enable identified training
delivery, including sufficient hand-outs required for
the identified number of learners
10.9 Ensuring training sessions enable attainment of
identified objectives and outcomes
10.10 Developing session/delivery plans for individual
training sessions
10.11 Matching training materials and resources to
content of individual training sessions
10.12 Ensuring total training program accommodates
identified need for all learners for each training
topic/area
10.13 Factoring in the need to accommodate individual
differences, where practicable to do so.
11. Training requirements May include:
11.1 Obtaining promised financial and other resources to
support training implementation/delivery
11.2 Obtaining identified training materials and resources
11.3 Promoting training sessions internally to
staff/learners, including use of management to
encourage participation and engagement with training
11.4 Obtaining necessary equipment and consumables to
support training delivery
11.5 Arranging for identified external training support to be
available, such as guest speakers, government
officials, trainers, assessors, subject experts
11.6 Preparing hard copy training support materials, such
as notes, exercises, presentations, etc
11.7 Recording details of learners wishing to participate in
training
11.8 Being accountable for time and money spent on the
preparation of training and the purchase of materials,
etc
11.9 Readying the training venue for training

VARIABLE RANGE
11.10 Meeting with supervisors to explain the proposed
workplace training, including soliciting their
cooperation in relation to releasing staff for training,
and offering assistance for maintaining necessary
workplace staffing levels during training periods
11.11 Arranging access to identified areas, equipment, etc
for training and/or assessment, including
demonstrations and practice
11.12 Ensuring safety of the equipment and venue to be
used for training and/or assessment purposes,
including understanding of the emergency
management plan that applies to the training
venue/area, and presence of required safety and
first aid equipment
11.13 Identifying criteria for determining training
effectiveness
11.14 Establishing guidelines for training plan
implementation, including dissemination and
explanation of guidelines to trainers and relevant
other people
12. Attendance of learners May include:
12.1 Reminding identified learners of the time and venue
of the training session
12.2 Liaising with supervisors to obtain release of learners
from work duties
12.3 Encouraging learners to attend
12.4 Seeking assistance from support staff to record
names of learners who will be attending
12.5 Asking management to encourage staff/learner
participation
13. Training venue May include:
13.1 Cleaning and tidying the venue
13.2 Ensuring all required equipment, etc is available
13.3 Checking the operational readiness and safety of
equipment, etc
13.4 Testing all training delivery items, such as overheads,
projectors, computers, etc
13.5 Adjusting the environment to make it comfortable for
learners
13.6 Obtaining catering, where applicable
13.7 Obtaining and laying out all training resources and
materials, including consumables
13.8 Arranging the furniture to optimize the identified
outcomes and objectives of the training session

VARIABLE RANGE
15. Training topic May include:
15.1 Explaining the need for the training
15.2 Motivating learners
15.3 Selling the benefits to learners of successfully
completing the training
15.4 Illustrating points with industry examples and
references
15.5 Identifying the intended outcomes of the training
session for individual learners, the department and
the organization
15.6 Explain how this training session integrates with other
training, where applicable
15.7 Identifying the consequences of failing to achieve the
required level of competency for the training topic
15.8 Explaining the opportunities for practice that have
been arranged
15.9 Describing the assessment procedures, where
applicable
15.10 Identifying any relevant time frames that apply to
the learning and attainment of competency
15.11 Providing an overview of the training
16. Training and assessment May include:
activities 16.1 Explaining time restrictions that apply to both training
and assessment
16.2 Identifying the level of competency required
16.3 Matching proposed activities with individual learning
segments
16.4 Explaining any allowable adjustments that may be
able to be made to both training delivery and
assessment activities
16.5 Confirming training and assessment dates/times and
venues
16.6 Explaining the composition of assessment, including
theory and practical; on-the-job and off-the-job; verbal
and written assessment; sources of valid evidence
that can be used to judge competency, etc.
17. Training session May include:
17.1 Adhering to the prepared training/delivery plan,
including coverage of content/objectives, and
implementation of activities
17.2 Altering training delivery to accommodate individual
learner differences/needs as they arise
17.3 Applying task and maintenance functions of
leadership
17.4 Making on-the-spot training decisions
17.5 Monitoring learning activities, learners, the training
venue and relationships between learners and others

VARIABLE RANGE
17.6 Applying contingency management, where necessary
17.7 Responding to requests from learners, where
appropriate
17.8 Ensuring the pace of the training aligns with the
delivery plan
17.9 Encouraging learners and maintaining a safe and
supportive learning environment
17.10 Intervening and addressing safety issues and
interpersonal conflict situations
17.11 Adjusting the prepared delivery plan to effectively
accommodate issues arising during the training
session
17.12 Applying appropriate interpersonal skills to facilitate
the learning process
17.13 Using effective verbal communication skills to deliver
training, provide supplementary information, and
monitor the training session
17.14 Providing extension activities to learners, as
appropriate
18. Opportunities for learners May include:
18.1 Opportunities to practice during the training sessions
18.2 Opportunities to practice in a dedicated
training/practice area out of work
18.3 Provision of supervised on-the-job opportunities,
including supervision by trainers, supervisors, and
other senior/experienced staff
18.4 Integration of on-the-job and off-the-job practice
opportunities
19. Feedback to learners May include:
19.1 Ensuing feedback is provided sensitively
19.2 Using positive feedback to motivate and encourage
learners
19.3 Recognizing effort and not just success
19.4 Providing negative feedback using the positive-
negative-positive sandwich methods
19.5 Being sincere in the giving of feedback
19.6 Being open as a trainer to feedback from learners
19.7 Using verbal and non-verbal techniques to provide
feedback

EVIDENCE GUIDE
1. Critical aspects Assessment requires evidence that the candidate:

of Competency 1.1 Demonstrated understanding of host enterprise policies and
procedures in regard to the provision of workplace training
delivery and assessment
1.2 Demonstrated ability to investigate and effectively determine
the training requirements for a nominated group of workers in
a defined workplace context
1.3 Demonstrated ability to prepare an effective and practical
training/delivery plan to address a nominated training
topic/area in a given workplace context for a defined group of
at least six learners; the training/delivery plan
1.4 Demonstrated ability to deliver a nominated training session to
identified learners in a given workplace training context
Implications 2.1 Real or simulated workplace
2.2 Access to workplace standards, procedures, policies,
guidelines
2.3 Tools and equipment.
Assessment 3.1 Observation of practical candidate performance Oral and
written questions
3.2 Portfolio evidence, including data on learner competencies,
training needs, training standards and documents relating to
session/delivery plan, and training resources/materials
developed
3.3 Problem solving
3.4 Role plays
4. Context for 4.1 Competency may be assessed in actual workplace or at the
Assessment designated TESDA Accredited Assessment Center

UNIT OF COMPETENCY : PLAN, CONDUCT AND EVALUATE STAFF
PERFORMANCE ASSESSMENT
required to plan, conduct and evaluate a staff
performance assessment within an organization that
utilizes formal staff appraisals in a range of settings
within the labor divisions of the hospitality industry.
PERFORMANCE
ELEMENT Bold and italicized terms KNOWLEDGE SKILLS
are elaborated in the
Range of Variables
1. Plan a staff 1.1 The context for staff 1.1 Active listening 1.1 Questioning and
performance performance techniques communication
assessment assessment for the 1.2 Record keeping skills
business is defined 1.3 Assessment 1.2 Research skills
1.2 Staff performance process 1.3 Analytical skills
assessment options 1.4 Enterprise’s 1.4 Ability to
available to the policies and research
organization is procedures industry
differentiated 1.5 Appropriate information
1.3 Staff performance performance sources
assessment information assessment 1.5 Identifying
amongst staff who will be relevant
assessed is shared information
1.4 The initial focus of the 1.6 Compilation and
staff performance classification of
assessment for each information and
staff member is data
determined 1.7 Networking skills
1.5 Documents to record
identified staff
performance
assessment statistics
and performance data is
prepared
1.6 Action plan to guide the
conduct of staff
performance assessment
is designed
2. Conduct a staff 2.1 Workplace-based 2.1 Active listening 2.1 Questioning and
performance evidence of staff techniques communication
assessment performance is gathered 2.2 Record keeping skills
2.2 Employee performance 2.3 Assessment 2.2 Research skills
data is interpreted process 2.3 Analytical skills
2.4 Enterprise’s 2.4 Ability to
policies and research
procedures industry
2.5 Appropriate information
performance sources
assessment

PERFORMANCE
ELEMENT Bold and italicized terms KNOWLEDGE SKILLS
are elaborated in the
Range of Variables
2.5 Identifying
relevant
information
2.6 Compilation and
classification of
information and
data
2.7 Networking skills
3. Evaluate a staff 3.1 Staff performance 3.1 Active listening 3.1 Questioning and
performance assessment interview is techniques communication
assessment prepared 3.2 Record keeping skills
3.2 Individual staff 3.3 Assessment 3.2 Research skills
performance with staff process 3.3 Analytical skills
member is reviewed 3.4 Enterprise’s 3.4 Ability to
3.3 Staff performance policies and research
assessment targets for procedures industry
next period is prepared 3.5 Appropriate information
performance sources
assessment 3.5 Identifying
relevant
information
3.6 Compilation and
classification of
information and
data
3.7 Networking skills

RANGE OF VARIABLES
VARIABLE RANGE
1. Context for staff performance May include:
assessment 1.1 aligning individual staff performance with
organizational and/or departmental goals and
objectives as stated in the business and other
relevant operational plans
1.2 optimizing individual staff potential
1.3 identifying workplace performance goals for
individual staff
1.4 cross-referencing individual staff performance
against general workplace needs, including
requirements of rosters, levels of trade,
idiosyncratic workplace requirements
1.5 integrating requirements of individual staff
performance with internal staff training
2. Staff performance May include:
assessment options 2.1 criterion referenced measurement
2.2 self-assessment
2.3 peer assessment
2.4 manager/owner observation
2.5 statistical analysis
2.6 rating scale methods
2.7 ranking or comparison methods
2.8 commercially available proprietary systems.
assessment information 3.1 mentioning organization-wide staff performance
assessment at all interviews conducted for new
staff
3.2 including mention of staff performance
assessment in regular staff activities, including
internal training, briefings, meetings, etc
3.3 explaining that the staff performance
assessment process applies to all employees
within the business, including supervisors,
managers, etc
3.4 explaining that the staff performance
assessment process is on-going and cyclical in
nature
3.5 talking to individual staff, including one-on-one
basis to:
a. determine the focus of the staff performance
assessment for the up-coming period
b. explaining the support available for staff
c. re-assuring staff that jobs are not threatened
by the staff performance assessment
process
d. confirm that all staff, including management,
are subject to staff performance assessment

VARIABLE RANGE
3.6 notifying staff well in advance of any meetings
and special events relating to staff performance
assessments
3.7 using experienced/senior staff to assist in
selling the benefits’ of staff performance
assessments to new staff
3.8 developing individual staff performance
assessment deed/workplace contract, setting
out the agreement between employee and
supervisor exactly what will be assessed and
how it will be adjudged during the identified
period in terms of targeted staff performance
4. Initial focus of the staff May include:
performance assessment 4.1 understanding that future staff performance
assessment deed/workplace contracts will flow
from the results of the initial staff performance
assessment
4.2 identifying legitimate and equitable targets for
the staff member, including negotiation of these
targets and genuine agreement on what will
count as practical and objective targets
4.3 ensuring staff understand the criteria that will be
used to judge their workplace performance,
including specification and description of Key
Performance Indicators (KPIs), performance
targets, etc
4.4 getting staff to sign their copy of the staff
performance assessment deed/workplace
contract
4.5 filing a copy of each staff performance
assessment deed/workplace contract
4.6 giving individual staff members a copy of the
paperwork associated with their agreed
individual deed/workplace contract
5. Documents to record May include:
identified staff performance 5.1 performance checklists
assessment statistics and 5.2 data collection forms
performance data
6. Action plan May include:
6.1 identifying resources to support individual staff
performance assessments
6.2 identifying timelines for individual staff
performance assessments, including dates and
hours required for training and other necessary
pre-requisite information to be learned, informal
staff assessment interviews/meetings,
mentoring, external training, as appropriate

VARIABLE RANGE
6.3 identifying personnel responsible for activities
contained in the plan
6.4 identifying activities to be used during the
identified staff performance assessment period
6.5 obtaining agreement from individual staff that
their staff performance assessment
deed/workplace contract contains legitimate
and achievable goals and timelines
7. Workplace-based evidence May include:

7.1 implementing the individual and agreed action
plans for individual staff
7.2 ensuring informal elements of workplace
performance are included in the capturing of the
formal workplace information
7.3 using prepared forms to ensure the identified
data is captured
7.4 using multiple sources of data collection to
ensure 360º information is obtained
7.5 ensuring objectivity in data collection
7.6 involving relevant others in the data gathering
process
8. Employee performance data May include:
8.1 determining patterns within the data
8.2 identifying strengths and weaknesses of
individual staff
8.3 making decisions and developing conclusions
based on the objective data captured
8.4 seeking supporting information to validate
conclusions reached
8.5 disregarding irrelevant data
8.6 comparing actual performance data against
specified and identified targets and statistics
8.7 maintaining privacy and confidentiality of
information captured
assessment interview 9.1 developing a plan on how to conduct the staff
performance assessment interview
9.2 ensuring familiarity with the facts that relate to
the individual staff performance assessment,
including the captured data, the key
performance indicators (KPIs) contained in the
relevant staff performance assessment
deed/workplace contract
9.3 determining the context of the staff performance
assessment deed/workplace contract, including
identification of the need for encouragement,
congratulations, extension, disciplinary action
etc

VARIABLE RANGE
9.4 Identifying specific supporting evidence to be
used in illustrating points that need to be made
during the interview
9.5 Identifying future courses of action that may be
taken for the staff member during their next staff
performance assessment period
9.6 preparing recommendations to make to
individual staff
9.7 Identifying a location and time for the
evaluation/staff performance assessment
interview, including the venue so that it
facilitates a positive interaction between staff
member and supervisor
10. Individual staff performance May include:
10.1 meeting privately with individual staff member
10.2 reviewing the objectives set out in the
individual staff performance assessment
deed/workplace contract for the period
10.3 reminding the staff member of the cyclical
nature of the staff performance assessment
process
10.4 explaining the data, facts, statistics that have
been captured in relation to the identified
targets for the period in question
10.5 explaining interpretation of facts and statistics
10.6 providing opportunity for the staff member to
make input and comment on the
information/data provided
10.7 congratulating the staff member on positive
outcomes
10.8 encouraging staff member where performance
has fallen short of the identified key
performance criteria (KPIs) set for the period,
where appropriate
10.9 counseling staff member where it is deemed
actual staff performance has fallen short of
agreed criteria/ key performance criteria (KPIs)
due to lack of application, including supportive
mention of disciplinary action that may follow if
performance does not improve to the minimum
required level
10.10 offering support of the organization and the
staff for staff to achieve the required
performance standards and targets
assessment targets 11.1 extending current targets
11.2 introducing a new focus for the period,
including inclusion of new key performance
criteria (KPIs) as opposed to revised key
performance criteria (KPIs)
VARIABLE RANGE
11.3 determining timelines that should apply to the
targets/ key performance criteria (KPIs)
11.4 identifying support and resources to assist in
achieving the targets/ key performance criteria
(KPIs)
11.5 obtaining agreement from the staff member
regarding the revised/new goals, support and
timelines
11.6 signing the new staff performance assessment
deed/workplace contract for the period
11.7 giving staff member signed copy of the staff
performance assessment deed/workplace
contract
11.8 filing the staff performance assessment
deed/workplace contract

EVIDENCE GUIDE

Competency 1.1 Demonstrated understanding of host enterprise policies and
procedures in regard to staff performance assessment and
staff development
1.1 Demonstrated ability to plan the staff performance
assessment focus for a nominated real or simulated staff
member in a designated workplace environment for a given
period
1.2 Demonstrated ability to collect, analyze and draw
conclusions from information and data captured as a result
of a nominated staff performance assessment for a given
period
1.3 Demonstrated ability to conduct an evaluation and feedback
session/interview with a nominated real or simulated staff
member in relation to a designated set of key performance
criteria (KPIs) matched against a nominated set of key
performance criteria (KPIs)
2. Resource The following resources MUST be provided:
Implications 2.1 Access to a real or simulated workplace; and
2.2 Access to workplace standards, procedures, policies,
guidelines,
2.3 Tools and equipment
Assessment 3.1 Case studies
3.5 Problem solving
3.6 Role plays
4. Context for 4.1 Competency may be assessed in actual workplace or at the

Assessment designated TESDA Accredited Assessment Center

CORE COMPETENCIES
UNIT OF COMPETENCY : SUPERVISE ROOM CLEANING AND

MAINTENANCE REQUIREMENT
required to conduct the monitoring, supervision and
assessment of assigned housekeeping tasks.
PERFORMANCE
elaborated in the
Range of Variables
1. Monitor 1.1 Use of Personal 1.1 Workplace 1.1 Identifying and
housekeeping Protective procedures for correcting unsafe
requirement Equipment (PPE) is housekeeping work procedures
procedures and monitored in 1.2 Documentation or conditions
resources compliance with necessary for 1.2 Documentation
Occupational Safety compliance with skills
and Health current regulatory 1.3 Reporting and
Standards guidelines rectifying the non-
1.2 External 1.3 Documentation and compliance to the
regulations are identification of regulations
complied with risks management 1.4 Analytical and
according to industry 1.4 Tools and Evaluative skills
standards equipment usage 1.5 Applying HACCP
1.3 Tools, equipment and maintenance 1.6 Effective
and supplies are 1.5 Basic Occupational Communication
controlled according Safety and Health 1.7 Applying BOSH
to housekeeping (BOSH) 1.8 Applying green
procedures 1.6 Green Practices practices
1.4 Accidents, injuries,
and unsafe work
conditions are
responded in
accordance with
establishment
procedures
1.5 Incidents reports are
stored and
maintained

PERFORMANCE
elaborated in the
Range of Variables
2. Monitor 2.1 Continuous 2.1 Workflow and 2.1 Inspection with
cleanliness and monitoring of the special cleaning attention to details
safety in the cleanliness and projects 2.2 Documentation
workplace safety of the 2.2 Workplace skills
workplace is done procedures and 2.3 Monitoring skills
2.2 Housekeeping issues policies for carrying 2.4 Analytical and
are raised with out housekeeping evaluative skills
designated personnel tasks in the 2.5 Applying HACCP
in accordance with workplace 2.6 Applying BOSH
workplace 2.3 Servicing 2.7 Applying green
procedures procedures for practices
2.3 Maintenance and housekeeping
storage of tools, equipment
equipment and 2.4 Basic Occupational
supplies are Safety and Health
monitored in (BOSH)
accordance with 2.5 Hazard Analysis
workplace standards Critical Control
2.4 Records are stored Point (HACCP)
and maintained 2.6 Green Practices
2.5 Emergency
Management Plan is
reviewed periodically
3. Assess and 3.1 Risk assessment 3.1 Workflow and 3.1 Inspection with
evaluate activities are special cleaning attention to details
assigned tasks scheduled and projects 3.2 Documentation
applied based on 3.2 Workplace skills
industry standards procedures and 3.3 Monitoring skills
3.2 Safe workplace is policies for carrying 3.4 Analytical and
ensured to protect the out housekeeping evaluative skills
workers’ safety tasks in the 3.5 Applying HACCP
3.3 Effectiveness of the workplace
3.6 Applying BOSH
systems are reviewed 3.3 Servicing 3.7 Applying green
and assessed procedures for
practices
according to housekeeping
workplace standards equipment
3.4 Necessary 3.4 Basic Occupational
improvements are Safety and Health
implemented (BOSH)
3.5 Compliance with 3.5 Hazard Analysis
legislations and Critical Control
internal requirements Point (HACCP)
are maintained 3.6 Green Practices

RANGE OF VARIABLES
VARIABLE RANGE
1. External regulations May include:

1.1 Fire Department
1.2 LGU
1.3 DENR
1.4 HACCP
1.5 OSH
1.6 DOLE-BWC
2. Tools, equipment and May include:
supplies 2.1 Tools:
o Squeegee
o Spatula
o Broom and Dustpan
o Carpet Sweeper
o Mop
2.2 Equipment
o Vacuum Cleaner
o Floor Polisher
o Extractor Machine
o Shampooing machine
2.3 Supplies
o Rugs
o Cleaning Chemicals
o Polish
3. Risk Assessment Activities May include:

3.1 Liaising with others
3.2 Conducting research activities and
literature
3.3 Undertaking tests
3.4 Visiting other sites
3.5 Consulting with staff and management
3.6 Using external consultants
3.7 Considering controls available within the
hierarchy of controls
3.8 Costing different viable control options

EVIDENCE GUIDE
1. Critical aspects Assessment requires evidences that the candidate:

of Competency 1.1 Complied with external regulations
1.2 Controlled tools, equipment and supplies according to
housekeeping procedures
1.3 Responded to reports of accidents, injuries, and unsafe
work conditions to appropriate department
1.4 Monitored continuously the maintenance of cleanliness
and safety of workplace
1.5 Maintained the compliance with legislation and internal
requirements
2. Resource The following resources must be provided:
Implications 2.1 Establishment’s policies and procedures
2.2 Basic Occupational Safety and Health (BOSH)
2.3 Hazard Analysis Critical Control Point (HACCP)
2.4 Green Practices
2.5 Housekeeping forms
2.6 Simulated workplace
3. Method of Competency may be assessed through:
Assessment 3.1 Demonstration with oral questioning
3.2 Portfolio
4. Context of 4.1 Competency assessment may occur in workplace or any

Assessment simulated environment/assessment center accredited by
TESDA

UNIT OF COMPETENCY : SUPERVISE HOUSEKEEPING SERVICES TO
GUESTS
required to supervise a range of general
housekeeping services to guests. It includes
regulatory requirements, plans and standard
operating procedures and the current practices in the
industry.
PERFORMANCE
of Variables
1. Monitor 1.1 Team’s understanding 1.1 Standards operational 1.1 Effective
housekeeping of regulatory policies and communication
team requirements, procedures skills
including health and 1.2 Updates on internal 1.2 Analytical and
safety are assured systems and evaluative skills
1.2 Housekeeping processes 1.3 Applying HACCP
standard operational 1.3 Basic Occupational 1.4 Applying BOSH
procedures (SOPs) Safety and Health 1.5 Applying green
are followed (BOSH) practices
1.3 Waste management 1.4 Hazard Analysis
and disposal are Critical Control Point
implemented (HACCP)
according to 1.5 Green practices
workplace standards
1.4 Use of Personal
Protective Equipment
(PPE) is monitored
accordingly
2. Update current 2.1 Trends and practices 2.1 Current practices in 2.1 Information
practices in in the housekeeping housekeeping technology skills
housekeeping industry are observed 2.2 Basic Occupational 2.2 Applying HACCP
2.2 Occupational safety Safety and Health 2.3 Applying BOSH
and health practices (BOSH) 2.4 Applying green
are implemented in 2.3 Hazard Analysis practices
the workplace Critical Control Point
2.3 Sources of (HACCP)
information on 2.4 Green practices
issues affecting the
hospitality industry
are obtained
2.4 Updated industry
knowledge and
information to daily
operation are applied

PERFORMANCE
of Variables
3. Evaluate 3.1 Team’s daily 3.1 Key result Areas 3.1 Computer
housekeeping performance is (KRA) literacy
team’s measured against the 3.2 Key Performance 3.2 Mathematical
performance organizational Indicators (KPI) skills
vs. standards 3.3 Basic arithmetic 3.3 Forecasting skills
organizational 3.2 Room allocation per 3.4 Room status reports
standards day is evaluated
according to
housekeepers’
performance
3.3 Roster staffing is
monitored vs the
performance
efficiency, type of
room and the front
office information for
expected time of
arrival and expected
time of departure
3.4 Guests feedback are
reviewed
4. Monitor usage 4.1 Inventory of tools, 4.1 Inventory Control 4.1 Preparing reports
of tools, equipment and and Maintenance Mathematical skills
equipment and supplies are verified 4.2 Tools and 4.2 Analytical and
supplies based on Standards Equipment manuals evaluative skills
Operating 4.3 Basic Occupational 4.3 Tools and
procedures. Safety and Health equipment
4.2 Preventive (BOSH) operation skills
maintenance of tools 4.4 Hazard Analysis 4.4 Applying HACCP
and equipment are Critical Control Point 4.5 Applying BOSH
scheduled as (HACCP)
4.6 Applying green
required 4.5 Green practices
practices
4.3 Inventory and
preventive
maintenance results
are submitted
4.4 Turn down service is
evaluated as to
cleanliness and good
scent of room

RANGE OF VARIABLES
VARIABLE RANGE
1. Sources of information May include:

1.1 Basic Occupational Safety and Health
(BOSH)
1.2 Hazard Analysis Critical Control Point
(HACCP)
1.3 ASEAN MRA-TP
1.4 Green Practices
1.5 GAD
1.6 Sustainable Development Goals
2. Type of room May include:

2.1 Twin bed room
2.2 Suite Room
2.3 Room with kitchenette
2.4 Other types of room
3. Tools, equipment and supplies May include:
3.1 Tools:
o Squeegee
o Spatula
o Broom and Dustpan
o Carpet Sweeper
o Mop
3.2 Equipment
o Vacuum Cleaner
o Floor Polisher
o Extractor Machine
o Shampooing machine
o Carpet
o CCTV
o Fittings
o Folding machine/automatic folder
o Furnishings
o Housekeeping trolley
3.3 Supplies
o Rugs
o Cleaning Chemicals
o Linens
o Duvet
o Deodorizer
o Disinfectant

EVIDENCE GUIDE
1. Critical aspects of Assessment requires evidences that the candidate:

Competency 1.1 Applied regulatory requirements, including Health & Safety,
BOSH, HACCP and green practices
1.2 Analyzed KRAs and KPIs
1.3 Conducted inventory control

Implications 2.1 Access to workplace documentation and actual workplace
2.2 Access to a suitable venue for simulated situations
2.3 Cooperation of other parties
2.4 Media
2.5 Text books, reference books
2.6 Trade magazine and journals
2.7 Publications and newsletters from suppliers
2.8 Industry and trade seminars, meetings and conferences
2.9 Internet research

3.2 Portfolio

Assessment simulated environment/assessment center accredited by
TESDA

UNIT OF COMPETENCY: IMPLEMENT LOST AND FOUND PROCEDURES
required to implement lost and found procedures in an
accommodation facility. It includes the monitoring of
safekeeping of unclaimed and the release of claimed,
unclaimed lost and found items.
PERFORMANCE
Variables
1. Monitor lost 1.1 Lost and found facility 1.1 Standards operational 1.1 Effective
and found are checked policies and communication
facility 1.2 In-house lost and found procedures skills
policies and procedures 1.2 HACCP 1.2 Analytical and
are implemented 1.3 Disposition of lost and evaluative skills
1.3 Storage area of lost found items 1.3 Applying policies
and found items are 1.4 Inventory of Lost and and procedures
regularly inspected Found Items 1.4 Applying legal
1.4 Legal requirements 1.5 Updates on systems requirements
that apply to lost and and processes 1.5 Applying HACCP
found facilities are 1.6 Green Practices
checked
2. Deal with 2.1 Valuable, non-valuable 2.1 Standards operational 2.1 Communication
lost and and perishable items policies and skills including
found items are checked and procedures receiving
monitored for appropriate 2.2 General knowledge feedback and
action about OHS reporting,
2.2 Recorded lost and found 2.3 Updates on systems maintaining
items are monitored as to and processes effective
safety and necessary relationships and
action. conflict
2.3 Inventory of lost and management
found items are 2.2 Reporting skills to
periodically checked. process
information
2.3 Coordination skills
3. Deal with 3.1 Queries as to legal 3.1 Standards operational 3.1 Program
claims for ownership of the lost and policies and designing skills
lost and found items are procedures 3.2 Planning and
found items facilitated. 3.2 Communicating lost consultative
3.2 Proper verification of items processes in
ownership of property 3.3 General knowledge program
being claimed is about OHS development
supervised. 3.4 Updates on systems 3.3 Communication
3.3 Identification cards and processes skills including
presented are validated. receiving
3.4 Authorization of the feedback and
representative to claim reporting,
the lost and found items maintaining
is checked. effective

PERFORMANCE
Variables
3.5 Lost and found registry relationships and
are monitored as to conflict
completeness of report. management
3.4 Customer service
skills
4. Deal with 4.1 Established policies and 4.1 Standards operational 4.1 Communication
unclaimed procedures on policies and skills including
items unclaimed lost and found procedures receiving feedback
items are monitored as to 4.2 General knowledge and reporting,
compliance. about OHS maintaining
4.2 Inventory of unclaimed 4.3 Compute for value of effective
lost and found items in items relationships and
storage are periodically 4.4 Updates on systems conflict
checked. and processes management
4.3 Claims and release of 4.2 Customer service
lost and found items are skills
monitored in accordance
with policies and
standards.

RANGE OF VARIABLES
VARIABLE RANGE
1. Lost and found items May include:

1.1 Valuable
1.2 Non-valuable
1.3 Unsafe
1.4 Illegal
2. Legal requirements May include:
2.1 Duty of care
2.2 Bailment (security given to a property)
3. Valuable, Non-valuable and May include:

Perishable 3.1 Jewelries
3.2 Currency
3.3 Personal Gadgets
3.4 Guest Clothes and belongings
3.5 Important Documents
3.6 Food stuff
4. Policies and procedures May include:
4.1 Storage holding period
4.2 Follow up procedures
4.3 Policy on finder’s right to claim

EVIDENCE GUIDE
1. Critical aspects of Assessment requires evidences that the candidate:

Competency 1.1 Implemented in-house lost and found policies and
procedures
1.2 Updated lost and found registry
1.3 Complied with legal obligations for storage of valuable,
unsafe and illegal items

Implications 2.1 Operations Manuals
2.2 SOP for lost and found
2.3 Lost and found Forms

3.2 Portfolio

Assessment appropriately simulated environment/assessment center
accredited by TESDA

UNIT OF COMPETENCY : SUPERVISE LAUNDRY OF LINEN, UNIFORM
AND GUEST CLOTHES
motivations required to supervise laundry of linen,
uniform and guest clothes.
PERFORMANCE
Variables
1. Manage the 1.1 Documentation of 1.1 BOSH and HACCP 1.1 Applying BOSH /
role and laundered items are 1.2 Equipment use in HACCP
responsibilities monitored and laundry 1.2 Check
of a laundry controlled 1.3 Calibration of laundry accompanying
services 1.2 Laundry staff tools and equipment documentation
assignment are 1.4 Cleaning agents and 1.3 Determining staff
performed chemicals potential for
1.3 Costing of laundry 1.5 Documentations laundry
services is checked and according to assignment
monitored enterprise standard 1.4 Evaluating laundry
1.4 Laundry tools, 1.6 In-house laundry costing
equipment and items of establishment 1.5 Evaluation of
supplies are checked 1.7 Guest clothes equipment working
and monitored as to the 1.8 Staff roles condition
required par stock 1.9 Laundry Costing
1.5 The use of Personal
1.10 Laundry services
Protective Equipment
1.11 Green practices
(PPE) is ensured in
compliance with
Occupational Safety
and Health Standards
2. Monitor laundry 2.1 Receiving and 2.1 BOSH and HACCP 2.1 Applying BOSH /
procedures checking of picked-up 2.2 Laundry Forms HACCP
guest clothes are 2.3 In-house linens and 2.2 Demonstrated
supervised in uniforms ability to
accordance with 2.4 Establishment supervise laundry
enterprise laundry procedures procedures
requirements 2.5 Laundry tools, 2.3 Use of specific
2.2 Received used in- equipment and laundry tools,
house items are chemicals equipment and
evaluated 2.6 Type of stains and chemicals
2.3 Segregation of guest appropriate treatment
clothes and linens are 2.7 Green practices 2.4 Spot check of
insured stains
2.4 Application of
appropriate procedure
for specific guest
clothes and linens are
monitored
2.5 Appropriate formula
PERFORMANCE
Variables
2.6 application for washing
clothes and linen are
supervised
2.7 Laundered items with
unremoved stains are
monitored for
appropriate treatment
2.8 Worn out or damaged
linen condemnation are
supervised.
2.9 Staff use of laundry
tools, equipment and
supplies are monitored
particularly for safety
and maintenance
2.10 Removal of lint on
guest clothes are
checked
Delivered linen from
outsource laundry are
evaluated
3. Supervise the 3.1 Costing of laundered 3.1 BOSH and HACCP 3.1 Applying BOSH /
costing, guest clothes are 3.2 Establishment HACCP
packaging and verified standard costing and 3.2 Applying
delivery of 3.2 Packaging of laundered packaging mathematical skill
laundered items are monitored 3.3 Guest clothes delivery for costing
items 3.3 On time delivery of procedures 3.3 Checking
laundered items are 3.4 Green practices establishment
ensured standard for
packaging
procedure
3.4 Monitoring
schedule for
laundry delivery
4. Supervise 4.1 Post-cleaning laundry 4.1 BOSH and HACCP 4.1 Applying BOSH /
laundry facility activities are monitored 4.2 Tools and equipment HACCP
maintenance 4.2 Laundry tools and manuals 4.2 Interpreting tools
equipment are checked 4.3 Calibration of laundry and equipment
as to cleanliness, facility manuals
working condition of 4.4 Green practices 4.3 Applying skill for
equipment and storage “attention to
4.3 Dry cleaning procedure details”
is checked as to use of 4.4 Filing internal
chemical laundry report
4.3 Daily internal laundry
reports are evaluated

RANGE OF VARIABLES
VARIABLE RANGE
1. Laundry tools, equipment and May include:
supplies Tools:
1.1 Basin
1.2 Pail
1.3 Buckets
1.4 Laundry brush (soft and hard)
1.5 Laundry gloves
1.6 Sorting Baskets/laundry Baskets
1.7
Equipment:
1.8 Washing machine
1.9 Drying cleaning machine
1.10 Steam presser
1.11 Flat iron
1.12 Ironing board
1.13 Sorting shelves
1.14 Extraction equipment
Chemicals:
1.15 Fabric softener
1.16 Liquid laundry detergent
1.17 Stain remover
1.18 Bleaching detergent
2. Daily internal laundry reports May include:

2.1 Soiled linens from rooms
2.2 Soiled linen from F & B
2.3 Soiled uniform
2.4 Guest clothes
2.5 Curtains & draperies
2.6 Other laundry items
2.7 Damages & stained items

EVIDENCE GUIDE

Competency 1.1 Demonstrated ability to correctly identify the process
required for different types of laundry
1.2 Demonstrated ability to operate laundry equipment
safely
1.3 Demonstrated ability to complete the full laundering
process
2. Resource Implications The following resources MUST be provided

2.1 Variety of linen, clothing items and fabrics
2.2 Industry laundry equipment
2.3 Laundry Chemicals/ Solutions
3. Methods of Competency in this unit may or must be assessed through

Assessment 3.1 Demonstration with Oral questioning
3.2 Portfolio
4. Context of Assessment 4.1 Assessment may be done in the workplace or in a

simulated workplace setting (assessment centers)
4.2 Assessment activities are carried out in TESDA’s
accredited assessment center

SECTION 3 TRAINING ARRANGEMENTS
These standards are set to provide technical and vocational education and
training (TVET) providers with information and other important requirements to consider
when designing training programs for HOUSEKEEPING NC III.
They include information on curriculum design; training delivery; trainee entry

requirements; tools and equipment; training facilities; and trainer’s qualification.
3.1 CURRICULUM DESIGN
TESDA shall provide the training on the development of competency-

based curricula to enable training providers develop their own curricula with the
components mentioned below.
Delivery of knowledge requirements for the basic, common and core units
of competency specifically in the areas of mathematics, science/technology,
communication/language and other academic subjects shall be contextualized.
To this end, TVET providers shall develop a Contextual Learning Matrix (CLM) to
accompany their curricula.
Course Title: HOUSEKEEPING NC Level: III
Nominal Training Duration: 40 Hours (Basic)

96 Hours (Common)
64 Hours (Core)
200 Hours
+ 64 Hours - Supervised Industry Learning (SIL)
264 Hours
Course Description:
This course is designed to enhance the knowledge, skills, and attitudes in
accordance with industry standards. This covers competencies that a person
must achieve in performing tasks such as supervising room cleaning and
maintenance requirement, housekeeping services to guests, laundry guests’
clothes and lines as well as implementing lost and found procedures.
Upon completion of the course, the learners are expected to demonstrate

the above-mentioned competencies to be employed. To obtain this, all units
prescribed for this qualification must be achieved.

BASIC COMPETENCIES
(40 HOURS)
Unit of Learning Assessment Nominal

Learning Activities Methodology
Competency Outcomes Approach Duration
1. Lead 1.1 Communicate • Read • Lecture • Written Test 2 Hours
workplace information o Effective verbal communication • Demonstration • Observation
communication about methods • Practical
workplace o Sources of information exercises
processes • Practice organizing information • Role Play
• Identify organization requirements for
written and electronic communication
methods
• Follow organization requirements for
the use of written and electronic
communication methods
• Perform exercises on understanding
and conveying intended meaning
scenario
1.2 Lead • Describe: • Group • Oral evaluation 2 Hours
workplace o Organizational policy on production, discussion • Written Test
discussions quality and safety • Lecture • Observation
o Goals/ objectives and action plan • Demonstration
setting
• Read
o Effective verbal communication
methods
• Prepare/set action plans based on
organizational goals and objectives
1.3 Identify and • Describe: • Group • Oral evaluation 2 Hours
communicate o Organizational policy in dealing with discussion • Written Test
issues arising issues and problems • Lecture
in the • Read
workplace • Effective verbal communication
methods

2. Lead small 2.1 Provide team • Discussion of Company policies and • Group work • Role Play 1 Hour
teams leadership procedures • Role Play • Written Test
• Read web pages on situational • Lecture/
leadership Discussion
• Role play on situational leadership • Individual
Work
2.2 Assign • Read web pages on performance • Individual Work • Role Play
responsibilities management • Case Study • Written Test
• Case study on allocating roles and 1 Hour
responsibilities based on competencies
of current staff
2.3 Set • Role play to communicate performance • Lecture/

performance expectations with staff Discussion • Role Play
expectations • Discussion on performance issues • Role Play • Written Test 1 Hour
for team
members
2.4 Supervise • Discussion on performance monitoring • Lecture/ • Role Play
team • Role play on providing feedback on Discussion • Written Test
performance performance • Role Play
• Role play on performance coaching • Case Study
1 Hour
• Discussion on keeping the team
informed of team performance
• Case study on Team performance
monitoring and feedback
3. Apply critical 3.1 Examine • Show thorough knowledge and • Group • Case Formulation 1 Hour
thinking and specific understanding of the process, normal discussion • Life Narrative
problem- workplace operating parameters, and product • Lecture Inquiry (Interview)
solving strategies quality to recognize non-standard • Demonstration • Standardized test
techniques in situations • Role playing
the workplace • Show mastery of the current industry
hardware and software products and
services

• Discuss process of identification of

fundamental causes of specific
workplace challenges
• Show mastery of knowledge and
understanding of the process, normal
operating parameters, and product
quality to recognize non-standard
situations
- Relevant equipment and
operational processes
- Enterprise goals, targets and
measures
- Enterprise quality OHS and
environmental requirement
- Enterprise information systems and
data collation
- Industry codes and standards
3.2 Analyze the • Show thorough knowledge and • Group • Case Formulation 1 Hour
causes of understanding of the process, normal discussion • Life Narrative
specific operating parameters, and product • Lecture Inquiry (Interview)
workplace quality to recognize non-standard • Demonstration • Standardized test
challenges situations • Role playing
• Show mastery of the current industry
services
situations

measures
data collation
• Identify extent and causes of specific
challenges in the workplace
• Use of range of analytical problem-
solving techniques
• Formulate clear-cut findings on the
nature of each identified workplace
challenges
3.3 Formulate • Show thorough knowledge and • Group • Case Formulation
resolutions to understanding of the process, normal discussion • Life Narrative
specific operating parameters, and product • Lecture Inquiry (Interview)
workplace quality to recognize non-standard • Demonstration • Standardized test 1 Hour
challenges situations • Role playing
• Show mastery of the current industry
services
situations
measures

data collation
• Identify extent and causes of specific
challenges in the workplace
• Use of range of analytical problem-
solving techniques
• Formulate clear-cut findings on the
challenges
• Discus strategies on devising,
communicating, implementing and
evaluating strategies and techniques in
addressing specific workplace
challenges
3.4 Implement • Identify extent and causes of specific • Group • Case Formulation 1 Hour
action challenges in the workplace discussion • Life Narrative
plans and • Use of range of analytical problem- • Lecture Inquiry (Interview)
communicate solving techniques • Demonstration • Standardized test
results • Formulate clear-cut findings on the • Role playing
challenges
• Discus strategies on devising,
communicating, implementing and
evaluating strategies and techniques in
addressing specific workplace
challenges
4. Work in a 4.1 Develop an • Show understanding of cultural • Small Group • Demonstration or 1 Hour
diverse individual’s diversity in the workplace Discussion simulation with oral
environment cultural • Recognize norms of behavior for • Interactive questioning
awareness interacting and dialogue with specific Lecture • Group discussions
and sensitivity groups (e. g., Muslims and other non- and interactive

Christians, non-Catholics, tribes/ethnic • Brainstorming activities
groups, foreigners) • Demonstration • Case studies/
• Demonstrate different methods of • Role-playing problems involving
verbal and non-verbal communication workplace diversity
in a multicultural setting issues
• Apply cross-cultural communication • Written
skills (i.e. different business customs, examination
beliefs, communication strategies) • Role Playing
• Show affective skills – establishing
rapport and empathy, understanding,
etc.
• Demonstrate openness and flexibility
in communication
• Recognize diverse groups in the
workplace and community as defined
by divergent culture, religion, traditions
and practices
4.2 Work • Explain the value of diversity in the • Small Group • Demonstration or 1 Hour
effectively in economy and society in terms of Discussion simulation with oral
an Workforce development • Interactive questioning
environment • Discuss the importance of Lecture • Group discussions
that inclusiveness in a diverse environment • Brainstorming and interactive
acknowledge • Discuss the importance of shared • Demonstration activities
s and values vision and understanding of and • Role-playing • Case studies/
cultural commitment to team, departmental, problems involving
diversity and organizational goals and workplace diversity
objectives issues
• Identify and exhibit strategies for • Written
customer service excellence examination
• Demonstrate cross-cultural • Role Playing
communication skills and active
listening
• Recognize diverse groups in the

workplace and community as defined
by divergent culture, religion, traditions
and practices
• Demonstrate collaboration skills
4.3 Identify • Explain the value, and leverage of • Small Group • Demonstration or 1 Hour
common cultural diversity Discussion simulation with oral
issues in a • Discuss the inclusivity and conflict • Interactive questioning
multicultural resolution Lecture • Group discussions
and diverse • Describe the workplace harassment • Brainstorming and interactive
environment • Explain the change management and • Demonstration activities
cite ways to overcome resistance to • Role-playing • Case studies/
change problems involving
• Demonstrate advanced strategies for workplace diversity
customer service excellence issues
• Address diversity-related conflicts in • Written
the workplace examination
• Eliminate discriminatory behavior • Role Playing
towards customers and co-workers
• Utilize change management policies in
the workplace
5. Propose 5.1 Assess work • Show mastery of the following practical • Interactive • Psychological and 1 Hour
methods of procedures, concepts (e.g., 7 habits of highly Lecture behavioral
applying processes and effective people, character strengths • Appreciative Interviews
learning and systems in that foster learning and innovation, five Inquiry • Performance
innovation in terms of minds of the future, adaptation • Demonstration Evaluation
the innovative concepts and transtheoretical model of • Group work • Life Narrative
organization practices behavior change) Inquiry
• Demonstrate collaboration and • Review of
networking skills portfolios of
• Show basic skills in research evidence and third-
• Generate practical insights on how to party workplace
improve organizational procedures, reports of on-the-
processes and systems job performance.

• Standardized
assessment of
character
strengths and
virtues applied
5.2 Generate • Show mastery of the following practical • Interactive • Psychological and 1 Hour
practical action concepts (e.g., 7 habits of highly Lecture behavioral
plans for effective people, character strengths • Appreciative Interviews
improving work that foster learning and innovation, five Inquiry • Performance
procedures, minds of the future, adaptation • Demonstration Evaluation
processes concepts and transtheoretical model of • Group work • Life Narrative
behavior change) Inquiry
• Demonstrate collaboration and • Review of
networking skills portfolios of
• Show basic skills in research evidence and third-
• Generate practical insights on how to party workplace
improve organizational procedures, reports of on-the-
processes and systems job performance.
• Set up action plans on how to apply • Standardized
innovative procedures in the assessment of
organization character
• Set up action plans on how to apply strengths and
innovative procedures in the virtues applied
organization
• Generate practical insights on how to
improve organizational procedures,
processes and systems
5.3 Evaluate the • Show mastery of the following practical • Interactive • Psychological and 1 Hour
effectiveness concepts (e.g., 7 habits of highly Lecture behavioral
of the effective people, character strengths • Appreciative Interviews
proposed that foster learning and innovation, five Inquiry • Performance
action plans minds of the future, adaptation • Demonstration Evaluation
concepts and transtheoretical model of • Group work • Life Narrative
behavior change) Inquiry
• Demonstrate collaboration and

networking skills • Review of
• Show basic skills in research portfolios of
• Generate practical insights on evidence and third-
continuous improvement party workplace
reports of on-the-
job performance.
• Standardized
assessment of
character
strengths and
virtues applied
6. Use 6.1 Use technical • Lecture and discussion on: • Lecture • Oral evaluation 4 Hours
information information - Application in collating information • Group • Written Test
systematically - Procedures for inputting, Discussion • Observation
maintaining and archiving • Hands on • Presentation
information • Demonstration
- Guidance to people who need to
find and use information
• Organizing information into a suitable
form for reference and use
• Classify stored information for
identification and retrieval
• Operate the technical information
system by using agreed procedures
6.2 Apply • Lecture and discussion on: • Lecture • Oral evaluation 2 Hours
information - Attributes and limitations of available • Group • Written Test
technology (IT) software tool Discussion • Observation
- Procedures and work instructions for • Self-paced • Presentation
the use of IT handout/
- Operational requirements for IT module
systems • Hands on
- Sources and flow paths of data • Demonstration
- Security systems and measures that
can be used
- Methods of entering and processing

information
• Use procedures and work instructions
for the use of IT
• Extract data and format reports
• Use WWW applications
6.3 Edit, format • Lecture and discussion on: • Lecture • Oral evaluation 2 Hours
and check - Basic file-handling techniques • Group • Written Test
information - Techniques in checking documents Discussion • Observation
- Techniques in editing and formatting • Self-paced • Presentation
- Proof reading techniques handout/
• Use different techniques in checking module
documents • Hands on
• Edit and format information applying • Demonstration
different techniques
• Proof read information applying
different techniques
7. Evaluate 7.1 Interpret • Discuss the OSH standards, principles • Lecture • Written Exam 1.5 Hours
Occupational Occupational and legislations • Group • Demonstration
Safety And Safety and • Identify OSH work practices issues Discussion • Observation
Health Work Health • Discuss standard safety requirements • Interviews /
Practices practices Questioning
7.2 Set OSH work • Discussion in actions plans that are • Lecture • Written Exam 1 Hour
targets necessary in achieving the OSH target • Group • Demonstration
Discussion • Observation
• Interviews /
Questioning
7.3 Evaluate • Practice evaluating safety data • Lecture • Written Exam 1.5 Hours
effectiveness (Historical or Simulated) • Group • Demonstration
of Discussion • Observation
Occupational • Interviews /
Safety and Questioning
Health work
instructions

8. Evaluate 8.1 Interpret • Discussion Environmental Issues • Lecture • Written Exam
Environmenta environmental regarding • Group • Demonstration
l Work practices, - Water Quality Discussion • Observation
Practices policies and - National and Local Government • Demonstration • Interviews /
procedures Issues Questioning
- Safety
- Endangered Species
1 Hour
- Noise
- Air Quality
- Historic
- Waste
- Cultural
• Updating of existing occupation
practices
8.2 Establish • Discussion on • Lecture • Written Exam
targets to - lower production costs and • Group • Demonstration
evaluate energy consumption Discussion • Observation
environmental - Environmentally Sound • Demonstration • Interviews /
practices Processes Questioning
1 Hour
- Resource Efficient
- Recycling and Waste
Management
• Simple case study regarding energy
efficiency
8.3 Evaluate • Identifying effective environmental • Lecture • Written Exam
effectiveness practices relevant to the • Group • Demonstration
of industry/occupation Discussion • Observation
environmental - Implementation of energy • Demonstration • Interviews / 1 Hour
practices efficiency • Case Study Questioning
• Third Party
Reports
9. Facilitate 9.1 Develop and • Discussions on business models and • Lecture/ • Written Test 2 Hours
Entrepreneuri maintain strategies Discussion • Portfolio

al Skills For micro-small- • Discussion on Types and categories • Case Study • Work Related
Micro-Small- medium of businesses and business internal • Demonstration Project
Medium enterprise control
Enterprises (MSMEs) skills • Discussion on Relevant National and
(MSMEs) in the local legislations affecting businesses
organization • Prepare promotional materials
• Practice basic bookkeeping
9.2 Establish and • Role play on customer and employee • Role Play • Case problem 2 Hours
maintain client- relations • Lecture • Written Test
base/market • Discussion on Basic product Discussion
promotion strategies • Case study
• Preparation of Basic Feasibility study
• Case studies on Basic Business
ethics
• Prepare basic advertising materials
9.3 Apply • Discussion on: • Role Play • Written Test 1 Hour
budgeting and - Basic cost-benefit analysis • Lecture • Case problem
financial - Basic financial management Discussion
management - Basic financial accounting • Group work
skills - Business internal controls

COMMON COMPETENCIES
(96 Hours)
Unit of Learning Learning Activities Methodologies Assessment Nominal

Competency Outcomes Methods Duration
1. Receive and 1.1 Identify and • Explain how to received verbal complaint • Discussion • Observation 4 Hours
resolve analyse the using active listening and empathy • Demonstration • Demonstration
customer complaint techniques • Lecture • Written
complaints • Identify through appropriate communication • Group examination
techniques the exact nature of the customer discussion
complaint • Simulation
• Identify steps in maintain register or
complaint file/s in accordance with the
requirements of the enterprise information
system
1.2 Respond to • Explain how to process complaints in • Discussion • Observation 4 Hours
complaints accordance with organizational standards, • Demonstration • Demonstration
policies and procedures • Lecture • Written
• Explain how to obtain and review • Group examination
documentation in relation to complaints discussion
• Identify steps in updating register of • Simulation
complaints/disputes
1.3 Determine • Identify procedures and guidelines on how • Discussion • Observation 4 Hours
and agree to resolve the complaint • Demonstration • Demonstration
upon • Demonstrate a commitment to the customer • Lecture • Written
appropriate to resolve the complaint • Group examination
action to discussion
resolve • Simulation
complaint
1.4 Refer • Identify complaints that require referral to • Discussion • Observation 4 Hours
complaints other personnel or external bodies • Demonstration • Demonstration
• Explain how to forward all necessary • Lecture • Written
documentation including investigation • Group examination
reports to appropriate personnel discussion • Interview
• Simulation • Oral Questioning

2. Work 2.1 Develop • Explain how to develop and maintain • Discussion • Observation 4 Hours
cooperatively In effective team relationships with team members and • Demonstration • Demonstration
a general relationships promote benefits of cooperative work • Lecture • Written
administration consistent with organizational goals and • Group examination
environment objectives discussion • Interview
• Identify communication techniques to relay • Simulation
information in a clear and concise manner
2.2 Participate in • Identify individual responsibilities within the • Discussion • Observation 4 Hours
team workgroup in accordance with organisational • Demonstration • Demonstration
assignments requirements • Lecture • Written
• How to recognize and accommodate cultural • Group examination
differences within the team discussion • Interview
• Simulation
2.3 Contribute to • Identify the internal and external customer • Discussion • Observation 4 Hours
team needs and expectations • Demonstration • Demonstration
development • Explain how to seek formal feedback and • Lecture • Written
informal feedback on individual and team • Group examination
performance regularly from colleagues and discussion • Interview
supervisors • Simulation
• Identify the non-discriminatory attitudes and
language when interacting with customers,
staff and management
3. Maintain quality 3.1 Identify • Identify options to improve service • Discussion • Observation 4 Hours
customer/guest customer/ • Explain how to assess needs of customers/or • Demonstration • Demonstration
service guest guests • Lecture • Written
requirements • Identify and conduct data analysis on • Group examination
deficiencies in service delivery discussion • Interview
• Simulation

3.2 Ensure • Explain how to ensure products/services • Discussion • Observation 4 Hours
delivery of meet customers’ needs and reflect • Demonstration • Demonstration
quality enterprise standards and improve on • Lecture • Written
products/servi service levels • Group examination
ces • Explain how to ensure team performance discussion • Interview
consistently meets enterprise standards • Simulation
• Explain to colleagues how to meet and
exceed customer service standards by
providing appropriate professional
development
3.3 Evaluate • Explain how to review customer/guest • Discussion • Observation 4 Hours

customer satisfaction with service delivery using • Demonstration • Demonstration
service appropriate methods that produce verifiable • Lecture • Written
data • Group examination
• Identify steps on how to evaluate customer discussion • Interview
service evaluation outcomes • Simulation
• Obtain agreements on appropriate action to
overcome problems
4. Roster Staff 4.1 Develop and • Explain how to developed rosters in • Discussion • Observation 6 Hours
implement accordance with company agreements and • Demonstration • Demonstration
staff rosters wage budgets • Lecture • Written
• Identify the role of rosters and their • Group examination
importance in controlling staff costs discussion • Interview
• Explain how to present roster in required • Simulation
formats to ensure clarity of information in
accordance with company standards
4.2 Maintain staff • Explain how to complete time sheets and • Discussion • Observation 4 Hours
records other documentation within designated • Demonstration • Demonstration
timelines • Lecture • Written
• Explain procedures in updating, maintaining • Group examination
and storing staff records discussion • Interview
• Simulation

5. Control And 5.1 Maintain • Explain how to monitor and maintain stock • Discussion • Observation 6 Hours
Order Stock stock levels levels and performance • Demonstration • Demonstration
and records • Identify the steps in monitoring stock • Lecture • Written
security and adjusting systems • Group examination
• Explain how to maintain records of stock discussion • Interview
storage and movement • Simulation
5.2 Process stock • Explain how to process orders for stock in • Discussion • Observation 4 Hours
orders accordance with company procedures • Demonstration • Demonstration
• Identify steps in maintaining and recording • Lecture • Written
stock levels • Group examination
discussion • Interview
• Simulation
5.3 Minimize • Identify reasons for stock loss and damage • Discussion • Observation 4 Hours
stock losses • Explain how to identify stock losses • Demonstration • Demonstration
• Identify the recommended related • Lecture • Written
procedures and solutions to loss situations • Group examination
to prevent future avoidable losses discussion • Interview
• Simulation
5.4 Follow-up • Explain how to monitor delivery process and • Discussion • Observation 4 Hours
orders ensure continuity of supply • Demonstration • Demonstration
• Identify routine supply problems • Lecture • Written
• Explain how to distribute stock to agreed • Group examination
locations. discussion • Interview
• Simulation
5.5 Organize and • Explain how to organize stocks • Discussion • Observation 4 hours
administer • Identify the stocktaking responsibilities • Demonstration • Demonstration
stocks • Demonstrate how to produce accurate stock • Lecture • Written
reports • Group examination
• Simulation

6. Prepare And 6.1 Determine • Identify required competencies for learners • Discussion • Observation 4 Hours
Deliver Training training • Describe the training gap for learners • Demonstration • Demonstration
Sessions requirements • Explain the identified training gaps and • Lecture • Written
recommendation for training • Group examination
• Simulation
6.2 Prepare • Explain how to develop session outlines, • Discussion • Observation 4 Hours
training plan training content, training resources and • Demonstration • Demonstration
materials and individual training session • Lecture • Written
• Group examination
• Simulation
6.3 Deliver • Explain the training and assessment • Discussion • Observation 4 Hours
training activities involved in the training session • Demonstration • Demonstration
sessions • Identify steps in preparing training venue for • Lecture • Written
the training session • Group examination
• Identify safety of learners during training discussion • Interview
delivery and practice • Simulation
7. Plan, conduct 7.1 Plan a staff • Identify context for staff performance • Discussion • Observation 4 Hours
and evaluate performance assessment • Demonstration • Demonstration
staff assessment • Determine the initial focus of the staff • Lecture • Written
performance performance assessment for each staff • Group examination
assessment member discussion • Interview
• Prepare Documents to record identified staff • Simulation
performance assessment statistics and
performance data
• Design action plan to guide the conduct of
staff performance assessment

7. 2 Conduct a • Identify steps in gathering workplace-based • Discussion • Observation 4 Hours
staff evidence of staff performance • Demonstration • Demonstration
performance • Lecture • Written
assessment • Explain how to interpret employee • Group examination
performance data discussion • Interview
• Simulation
7.3 Evaluate a • Prepare staff performance assessment • Discussion • Observation 4 Hours

staff interview • Demonstration • Demonstration
performance • Identify steps in reviewing individual staff • Lecture • Written
assessment performance • Group examination
• Explain how to prepare staff performance discussion • Interview
assessment targets for next period • Simulation

CORE COMPETENCIES
(64 Hours)
Unit of Learning Contents Assessment Nominal
Learning Outcomes Methodologies
Competency Methods Duration
1. Supervise room 1.1 Monitor housekeeping • Recognize external regulations • Individual • Written
cleaning and requirement procedures and • Identify tools, equipment and learning examination
maintenance resources supplies • Lecture/ • Oral
requirement • Report accidents, injuries, and Discussion Demonstration
unsafe work conditions to • Presentation • Questioning
6 hours
supervisor/manager • Role playing • Case Study
• Assimilate workplace procedures and
policies for housekeeping
• Apply BOSH and green practices
1.2 Monitor cleanliness and safety in • Monitor cleanliness and tidiness of the • Individual • Written Report
the workplace workplace learning • Oral
• Identify housekeeping issues • Group Questioning
4 hours
• Maintain and store housekeeping Discussion • Demonstration
equipment and supplies • Case Study
• Maintain stored records • Role playing
1.3 Assess and evaluate assigned • Schedule and apply risk assessment • Individual • Written Report
tasks activities learning • Oral
• Review and assess the effectiveness • Group Questioning
of the systems Discussion • Demonstration
6 hours
• Recognize compliance with • Case Study
legislations and internal requirements • Role playing
• Plan for adjustments and
improvements
2. Supervise 2.1 Monitor housekeeping team • Recognize regulatory requirements • Individual • Written 4 hours
housekeeping including Health & Safety learning examination
services to • Follow housekeeping standard • Lecture/ • Oral
guests operational procedures Discussion Demonstration
• Implement waste management and • Presentation • Questioning
disposal • Role playing • Case Study
• Monitor application of HACCP and
BOSH

2.2 Update current practices in • Individual • Written 4 hours
• Implement latest developments in the
housekeeping learning examination
housekeeping industry
• Lecture/ • Oral
• Apply related technology for health, Discussion Demonstration
safety, employment and green • Presentation • Questioning
practices • Case Study
• Role playing
2.3 Evaluate housekeeping team’s • Measure team’s performance in • Individual • Written 4 hours
performance vs. organizational terms of rooms per day against the learning examination
standards organizational standard • Lecture/ • Oral
• Set room target per day according to Discussion Demonstration
organizational needs • Presentation • Questioning
• Monitor roster staffing against the • Role playing • Case Study
room target allocation
• Measure performance against guest
feedback
2.4 Monitor usage of tools, • Individual • Written 4 hours
• Conduct inventory of tools,
equipment and supplies learning examination
equipment and supplies
• Lecture/ • Oral
• Understand inventory control and Discussion Demonstration
maintenance • Presentation • Questioning
• Review practices against • Role playing • Case Study
establishment’s manual
3. Implement lost 3.1 Monitor lost and found facility • Monitor lost and found facility • Individual • Written 4 hours
and found learning Examination
procedures • Evaluate compliance of lost and • Group • Oral
found policies and procedures Discussion Questioning
• Monitor the maintenance of lost and • Presentation
found facility
• Recognize application of legal
requirements for lost and found
facility

3.2 Deal with lost and found items • Check items for safety and legality • Individual • Written 4 hours
and take appropriate action learning Examination
• Record found items in lost and • Group • Oral
found register Discussion Questioning
• Record items reported lost in lost • Presentation
and found register
• Tag the found item
• Store the found item appropriately
• Notify owner, if known
3.3 Deal with claims for lost items • Assist claimant to identify lost • Individual • Written 4 hours
property learning Examination
• Verify ownership of property claimed • Group • Oral
• Obtain identification from owner Discussion Questioning
• Complete lost and found register • Presentation
• Assist claimants who contact the
establishment from another country,
or distant area, to claim lost items
3.4 Deal with unclaimed items • Comply with establishment policies • Individual • Written 4 hours
• Comply with legal obligations learning Examination
• Remove items from storage and • Group • Oral
complete lost and found register to Discussion Questioning
record movement and disposal of • Presentation
items
4. Supervise 4.1 Evaluate the role and • Monitor documentation of laundered • Individual • Written 4 hours
laundry of responsibilities of a laundry items learning Examination
linen, uniform services • Assign laundry staff based on • Group • Oral
and guest establishment’s needs Discussion Questioning
clothes • Control costing of laundry services • Presentation
• Check laundry tools, equipment and
supplies used
• services
• Monitor laundry equipment working
condition

4.2 Monitor laundry procedure • Individual • Written 2 hours
• Monitor the receiving and checking of
learning Examination
picked-up guest clothes in
accordance with enterprise • Group • Oral
requirements Discussion Questioning
• Presentation
• Supervise received and laundered
used in-house items and those with
unremoved stains
• Monitor the segregation of guest
clothes and linens for laundry
• Check the usage of laundry tools,
equipment and chemicals
• Individual • Written 6 hours
• Verify the costing of laundered guest
4.3 Supervise the costing, packaging learning Examination
clothes
and delivery of laundered items • Group • Oral
• Monitor packaging and delivery of Discussion Questioning
laundered items • Presentation
4.4 Supervise laundry facility • Monitor post-cleaning laundry • Individual • Written 4 hours
maintenance activities learning Examination
• Group • Oral
• Check the cleaning and maintenance Discussion Questioning
of laundry tools and equipment • Presentation
• Evaluate daily internal laundry report
and documentation

3.2 TRAINING DELIVERY
1. The delivery of training shall adhere to the design of the curriculum. Delivery
shall be guided by the principles of competency-based TVET.
a. Course design is based on competency standards set by the industry or

recognized industry sector; (Learning system is driven by competencies
written to industry standards)
b. Training delivery is learner-centered and should accommodate

individualized and self-paced learning strategies;
c. Training can be done on an actual workplace setting, simulation of a

workplace and/or through adoption of modern technology.
d. Assessment is based in the collection of evidence of the performance of

work to the industry required standards;
e. Assessment of competency takes the trainee’s knowledge and attitude

into account but requires evidence of actual performance of the
competency as the primary source of evidence.
f. Training program allows for recognition of prior learning (RPL) or current

competencies;
g. Training completion is based on satisfactory performance of all specified

competencies.
2. The competency-based TVET system recognizes various types of delivery

modes, both on-and off-the-job as long as the learning is driven by the
competency standards specified by the industry. The following training
modalities and their variations/components may be adopted singly or in
combination with other modalities when designing and delivering training
programs:
2.1 Institution- Based:
• Dual Training System (DTS)/Dualized Training Program (DTP) which

contain both in-school and in-industry training or fieldwork
components. Details can be referred to the Implementing Rules and
Regulations of the DTS Law and the TESDA Guidelines on the DTP;
• Distance learning is a formal education process in which majority of

the instruction occurs when the students and instructor are not in the
same place. Distance learning may employ correspondence study,
audio, video, computer technologies or other modern technology that
can be used to facilitate learning and formal and non-formal training.
Specific guidelines on this mode shall be issued by the TESDA
Secretariat.
• The classroom-based or in-center instruction uses of learner-

centered methods as well as laboratory or field-work components.

2.2 Enterprise-Based:
• Formal Apprenticeship – Training within employment involving a

contract between an apprentice and an enterprise on an approved
apprenticeable occupation.
• Informal Apprenticeship - is based on a training (and working)

agreement between an apprentice and a master craftsperson
wherein the agreement may be written or oral and the master
craftsperson commits to training the apprentice in all the skills
relevant to his or her trade over a significant period of time, usually
between one and four years, while the apprentice commits to
contributing productively to the work of the business. Training is
integrated into the production process and apprentices learn by
working alongside the experienced craftsperson.
• Enterprise-based Training- where training is implemented within the

company in accordance with the requirements of the specific
company. Specific guidelines on this mode shall be issued by the
TESDA Secretariat.
2.3 Community-Based – Community-Based – short term programs

conducted by non-government organizations (NGOs), LGUs, training
centers and other TVET providers which are intended to address the
specific needs of a community. Such programs can be conducted in
informal settings such as barangay hall, basketball courts, etc. These
programs can also be mobile training program (MTP).
3.3 TRAINEE ENTRY REQUIREMENTS
Trainees or students who wish to enter this training should possess the following
requirements:
• Must have completed the 10-year basic education or an Alternative Learning

System (ALS) Certificate of Completion with grade 10 equivalent holder
• Can communicate in basic English in both oral and written form
• Must be computer literate
• Can perform basic mathematical computation
• Must be competent in Housekeeping NC II qualification gained through
training or experience or certification

3.4 LIST OF TOOLS, EQUIPMENT AND MATERIALS
Recommended list of tools, equipment and materials for the training of a

minimum of 25 trainees for HOUSEKEEPING NC III are as follows:
Supplies EQUIPMENT REFERENCE MATERIALS

QTY QTY QTY
2 25 Computer with 25 Inventory forms for tools,
A4 paper
rims units internet connection equipment and supplies
2 Legal Bond 1 unit LCD projector 1 HACCP
rims paper
2set 2 unit Printer 1 BOSH
printer ink
s
1 Internal policies on green
practices
50 Guest feedback form
25 Staff roster worksheet
25 Monitoring sheet for
waste management and
disposal
25 Evaluation forms for
Housekeeping staff
1 GAD Manual/handbook
25 Lost and found inventory
forms
25 Return/Release Lost and
Found forms
25 Unclaimed Lost and found
inventory forms
25 Maintenance Checklist for
Lost and Found Facilities
25 Laundry Service forms
25 Laundry Service inventory
forms
25 Monitoring Sheet for
Laundry service
25 Price list of laundry items
25 Maintenance Checklist for
Laundry Facilities
*NOTE: Implementation of the training program can be facilitated through a MOA between
the training provider and industry partner/sfor the use of the facilities. This is in
response to the high cost of facilities and equipment.

3.5 TRAINING FACILITIES
Based on a class intake of 25 students/trainees.
Space Requirement Size in Meters Area in Sq. Total Area in Sq.

Meters Meters
Practical Work Area per
1x1m 1 sq. m. 25 sq. m
Trainee
Contextual Learning
5x5m 25 sq. m. 25 sq. m
Area
Distance Learning
6.8 x 5 m. 34 sq. m. 34 sq. m.
/Computer Center
Learning Resource
2x5m 10 sq. m. 10 sq. m
Area
Storage Area 2x5m 10 sq. m. 10 sq. m.
Total workshop area: 104 sq. m.
3.6 TRAINER’S QUALIFICATIONS
• Holder of National TVET Trainer Certificate (NTTC) Level I in Housekeeping

NC III
• Must have at least two (2) years industry experience as Housekeeping
Supervisor
3.7 INSTITUTIONAL ASSESSMENT
Institutional assessment is undertaken by trainees to determine their

achievement of units of competency. A certificate of achievement is issued for
each unit of competency.

SECTION 4 NATIONAL ASSESSMENT AND CERTIFICATION ARRANGEMENTS
Competency Assessment is the process of collecting evidence and making

judgments whether competency has been achieved. The purpose of assessment is to
confirm that an individual can perform to the standards expected at the workplace as
expressed in relevant competency standards.
The assessment process is based on evidence or information gathered to
prove achievement of competencies. The process may be applied to an employable
unit(s) of competency in partial fulfillment of the requirements of the national
qualification.
4.1 NATIONAL ASSESSMENTAND CERTIFICATION ARRANGEMENTS
4.1.1 A National Certificate (NC) is issued when a candidate has demonstrated

competence in all unit/s of competency of a qualification with a
promulgated Training Regulations.
4.1.2 Candidate wanting to be certified will have to be assessed in accordance

with the requirements identified in the evidence guide of the relevant
unit/s of competency.
4.1.3 Holders of valid National Certificate (NC) under Housekeeping NC III will
have to undergo assessment to the amended TR for Housekeeping
NC III.
4.1.4 Recognition of Prior Learning (RPL). Candidates who have gained

competencies through informal training, previous work or life experiences
may apply for recognition in a particular qualification through competency
assessment.
4.1.5 The industry shall determine assessment and certification requirements

for each qualification with promulgated Training Regulations: It includes
the following:
a. Entry requirements for candidates

b. Evidence gathering methods
c. Qualification requirements of competency assessors
d. Specific assessment and certification arrangements as identified by
industry

4.2 COMPETENCY ASSESSMENT REQUISITE
4.2.1 Self-Assessment Guide. The self-assessment guide (SAG) is

accomplished by the candidate prior to actual competency assessment.
SAG is a pre-assessment tool to help the candidate and the assessor
determine what evidence is available, where gaps exist, including
readiness for assessment.
This document can:
a. Identify the candidate’s skills and knowledge
b. Highlight gaps in candidate’s skills and knowledge
c. Provide critical guidance to the assessor and candidate on the
evidence that need to be presented
d. Assist the candidate to identify key areas in which practice is needed
or additional information or skills that should be gained prior `
4.2.2 Accredited Assessment Center. Only Assessment Center accredited by
TESDA is authorized to conduct competency assessment. Assessment
centers undergo a quality assured procedure for accreditation before they
are authorized by TESDA to manage the assessment for National
Certification.
4.2.3 Accredited Competency Assessor. Only accredited competency assessor
is authorized to conduct assessment of competence. Competency
assessors undergo a quality assured system of accreditation procedure
before they are authorized by TESDA to assess the competencies of
candidates for National Certification.

COMPETENCY MAP - TOURISM Sector
(Hotel and Restaurant)
HOUSEKEEPING NC III
Apply critical Facilitate
Propose
thinking and Work in a Evaluate entrepreneurial
methods of Evaluate
problem- diverse occupational skills for
Lead applying Use environmental
Lead small solving environment safety and micro-small-
workplace learning and information work
teams techniques health work medium
communication innovation systematically practices
BASIC COMPETENCIES
in the practices enterprises

in the
workplace (MSMEs)
organization
Follow
Receive and Enhance occupational Adopt
Solve/address Access and Apply
respond to Work with self- Support safety and entrepreneurial
routine maintain environmental
workplace others management Innovation health mindset in the
problems information work standards
communication skills policies and workplace
procedures
Practice Exercise
Solve/address occupational efficient and Practice
Participate in Work in Develop Contribute to Present
general safety and effective entrepreneurial
workplace Team career and workplace relevant
workplace health sustainable skills in the
communication Environment life decisions innovation information
problems policies and practices in the workplace
procedures workplace

Perform
Contribute Lead in Lead towards
Utilize higher order
to the Manage Manage and improvement of improvement of
specialize Develop thinking Sustain
BASIC COMPETENCIES
practice of innovative evaluate Occupational environmental

specialized and lead processes entrepreneurial
social work usage of Safety and Health work programs,
communication teams and apply skills
justice in the instructions information Program, Policies policies and
skill techniques in
workplace and Procedures procedures
the workplace
Evaluate
Develop Manage
Manage and higher order Advocate
Manage and Incorporate systems in Manage implementation Develop and
sustain thinking skills strategic
sustain high innovation managing, implementation of of sustain a high-
effective and adjust thinking for
performing into work and OSH programs in environmental performing
communication problem global
teams procedures maintaining the workplace program in the enterprise
strategies solving citizenship
information workplace
techniques

Plan,
Work
Receive and Prepare and conduct and
cooperatively in Maintain quality
resolve Control and deliver evaluate
COMMON COMPETENCIES
a general customer/ guest Roster staff

customer Order stock* training staff
administration service
complaints sessions performance
environment
assessment
Plan and Use the
Maintain Perform child Develop and Manage Manage
implement a assessment
hospitality protection duties supervise quality finances
series of system for
industry relevant to the operational customer within a
training training
knowledge tourism industry approaches service budget
events outcomes
Develop
Manage Monitor and
Develop and protective Establish and Gather and Maintain Manage and Evaluate the
financial evaluate the
update tourism environments maintain a present quality resolve effectiveness of
performance effectiveness
industry for children in business product customer/ conflict assessment
within a of training
knowledge tourism relationship information guest service situations system
budget outcome
destinations
Provide
Provide housekeeping Clean and prepare rooms Laundry linen and guest Clean public areas,
valet/butler
CORE COMPETENCIES
services to guests for incoming guests clothes facilities and equipment

service
Supervise room cleaning
Deal with/Handle Supervise housekeeping Implement lost and found Supervise laundry of linen,
and maintenance
intoxicated guests services to guests procedures uniform and guest clothes
requirement
Plan and schedule
Plan and manage Manage inventory, storage
routine maintenance, Manage lost and found Manage laundry/valet
housekeeping services for and issuance of linen and
repairs of physical procedures Service
guests uniforms
assets

GLOSSARY OF TERMS
1. BOSH Basic Occupational Safety and Health

2. CCTV Closed Circuit Television
3. Chemical A product, normally in liquid form, used to clean a
surface/for laundry
4. Clean Free from dirt, dust and any foreign matters
5. Computer Literate Is defined as the knowledge and ability to utilize computers
and related technology efficiently, with a range of skills
covering levels from elementary use to computer
programming and advanced problem solving.
6. Computer This area has an array of computer units where trainees are
Room/Laboratory provided to learn and gain appropriate IT competencies as
may be prescribe in the competency standard and
curriculum. Computer units are in a LAN environment holed
to an ISP for internet access.
7. Condemning linen Removal of worn out or damaged linen from circulation
8. Contextual this facility ensures that the underpinning knowledge, the
Learning science, mathematics and communication principles as
applied to the technology are provided to the trainee.
9. Deodorizer A product used to absorb odour and any unpleasant smell
10. Disinfectant Any chemical agent used to destroy the growth of harmful
organisms
11. Distance Learning This is to enable the learning provision outside and away
Area from the training institution in term of print and non-print
media.
12. Dry Cleaning The process of cleaning of delicate garments, fabrics, etc.,
with the use of chemicals rather than water
13. Duvet A set of quilt usually down-filled used for bed making
14. Emergency A document detailing the response of the venue/staff
Management Plan members when a variety of emergency situations arise
15. External Referring to policies and guidelines issued by related
regulations government agencies
16. ETA Estimated time of arrival
17. ETD Estimated time of departure
18. Extraction The equipment used for the removal of moisture from linens
equipment by way of high speed rotations
19. Fittings Anything attached to a ceiling wall or floor to house a room
equipment
20. Folding Machine or The machine which folds linen in a pre-determined way
Automatic Folder
21. Formula The combination of water, temperature and chemicals to
successfully launder different categories of linen
22. Furnishings Movable items of furniture in a guest room, such as chairs
and tables
23. HACCP Hazard Analysis Critical Control Point
24. Kitchenette A small kitchen or part of another room equipped with

kitchen tools

25. KPIs Key Performance Indicators
26. KRAs Key Result Areas
27. Laundry Articles of clothing, linens, etc., that have been or are to be
washed
28. Learning Resource This area is providing the trainee with the knowledge
Center requirements in the various modules responding to the
competencies. The area has an array of learning materials
in print or soft-copies from a multimedia environment.
29. Linens Refers to all items that includes bed linen, food service linen
and such other hotel clothing materials for laundry
30. Lint Loose fibres from the laundered linen that are to be removed
through processing
31. Malfunction Failure to function properly

32. Outsource laundry Patronize external laundry contractor for the laundry of hotel
linens
33. OSH OSH refers to ‘Occupational Safety and Health. It relates to
workplace health and safety policies, procedures and
practices
34. Par stock The amount of linen required for the days operation
35. Polish Used to enhance the smoothness and the glossy
appearance of furniture and fixtures with a cloth and an
appropriate chemical
36. PPE Personal protective equipment (includes the uniform and the
safety materials)
37. Practical work area This area is where the trainee acquires the skills and
knowledge components of the competencies prescribed by
the standard.
38. SOP Standard Operating Procedure
39. Suite room Hotel accommodation with two rooms: receiving and
bedroom
40. Housekeeping A transport equipment used to move housekeeping supplies
trolley and linens from room to room
41. Turndown service Is the evening service to prepare the room for guest sleep
that includes tidying the room, dimming the light and fixing
the bed linen
42. Twin room Two beds in a room
43. UHF Ultra-high frequency

TRAINING REGULATIONS (TR)
DOCUMENT REVISION HISTORY
Qualification Title : Housekeeping NC III

Qualification Code : TRSHSK319
Deployment
TESDA Board (TESDA
Revision Document
Qualification Title Resolution No./ Circular/
No. Types*
Date Implementing
Guidelines)
00 Document Created Housekeeping 2007-41 / N/A
NC III 11/22/2007
01 Document Amended Housekeeping 2019-56/
NC III 1015/2019
Legend: *Description Types
- Document Created
- Document Amended

ACKNOWLEDGMENTS
The Technical Education and Skills Development Authority (TESDA) wishes

to extend thanks and appreciation to the many representatives of business, industry,
academe and government agencies who donated their time and expertise to the
development and validation of these Training Regulations.
TECHNICAL EXPERTS/TESDA EXPERTS PANEL
GLORIA BAKEN WONG-SIY LILIBETH ARAGON

Industry Expert-Consultant/ Dean CITHM/VP Internal
Founding President/Auditor Lyceum of the Philippines University
Association of Administrators in Hospitality Intramuros, Manila/AAHRMEI
Hotel and Restaurant Management ASEAN Master Trainer
Educational Institutions (AAHRMEI)/TIBFI
ASEAN Master Trainer
JAEWE PIANSAY ANABELLE O. MORENO

National Assessor/Trainer Board of Trustees
UNO Caregiver and Domestic Mngt. Tourism Industry Board Foundation, Inc.
Training, Inc. (TIBFI)
AAHRMEI ASEAN Master Trainer
MA. CHRISTINA G. AQUINO NITA JEAN C. FERNANDEZ

Executive Director/Chair Emperor Int’l. Training & Assessment
Lyceum of the Philippines University Center, Inc.
Intramuros, Manila/TIBFI AAHRMEI
ASEAN Master Assessor
HESSEL A. LARCIA JOSEFINA DAGURO

National Union Workers in Hotel Executive Housekeeper
and Allied Industries Astoria Plaza Hotel
(NUWHRAIN-Restaurant Sentro)
TIBFI
DANIEL L. EDRALIN MA. AFRECITA D. NIEVA

National Union Workers in Hotel Director of Sales and Marketing
and Allied Industries AIM Conference Center-Manila UP Diliman
(NUWHRAIN-Restaurant Sentro) College of Home Economics Faculty
TIBFI

The Participants in the Validation of these Training Regulations
Ms. Eleanor Nilo

Heritage Hotel
Ma. Gizelle C. Bassig

Aloha-Hotel Moca Inc.
Adeline Susan C. Carag

The Manila Hotel
RL F. Garcia
Pan Pacific
Emmimarie Judy Laurel

The Manila Peninsula
Marianne C. Tirona
HPMS Inc.
Tourism Industry Board Foundation, Inc. (TIBFI)
The MEMBERS of the TESDA Board and Secretariat
The MANAGEMENT and STAFF of the TESDA Secretariat

• Qualifications and Standards Office (QSO)
• TR Development Team/Facilitators
- Ma. Isabel G. Gamurot
- Evangeline A. Cosep
- Howard Mark N. Plete

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TRAINING REGULATIONS

TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

Section 22, “Establishment and Administration of the

1. Development of curriculum and assessment tools

Each TR has four sections:

Section 1 Definition of Qualification - describes the qualification and defines

Section 2 The Competency Standards format was revised to include the

Section 3 Training Arrangements – contain the information and requirements

Section 4 Assessment and Certification Arrangements - describe the

SECTION 1 HOUSEKEEPING NC III QUALIFICATION 1-2

SECTION 2 COMPETENCY STANDARDS 3 - 102

• Basic Competencies 3-42

SECTION 3 TRAINING ARRANGEMENTS 103 - 129

3.1 Curriculum Design 103-125

SECTION 4 NATIONAL ASSESSMENT AND

COMPETENCY MAP 132 - 134

GLOSSARY OF TERMS 135 - 136

TRAINING REGULATIONS (TR) DOCUMENT REVISION HISTORY 137

ACKNOWLEDGEMENTS 138 - 139

SECTION 1 HOUSEKEEPING NC III QUALIFICATION

The HOUSEKEEPING NC III Qualification consists of competencies that a

The Units of Competency comprising this Qualification include the following:

CODE NO. BASIC COMPETENCIES

CODE NO. COMMON COMPETENCIES

CODE NO. CORE COMPETENCIES

TRS515301 Supervise room cleaning and maintenance requirement

Housekeeping NC III Revision 01 Promulgated (10/15/2019) 1

Housekeeping NC III Revision 01 Promulgated (10/15/2019) 2

UNIT OF COMPETENCY : LEAD WORKPLACE COMMUNICATION

UNIT CODE : 400311319

3. Identify and 3.1 Issues and problems are

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2. Workplace discussions May include but not limited to:

1. Critical aspects of Assessment requires evidence that the candidate:

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UNIT CODE : 400311320

UNIT DESCRIPTOR : This unit covers the knowledge, skills and

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1. Critical aspects of Assessment requires evidence that the candidate:

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UNIT CODE : 400311321

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2. Analytical techniques May include:

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1. Critical aspects of Assessment requires evidence that the candidate:

2. Resource 2.1. Assessment will require access to an operating plant over an

These assessment activities should include a range of problems,

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UNIT CODE : 400311322

UNIT DESCRIPTOR : This unit covers the outcomes required to work

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