Training of Trainers

on Work Readiness Modules

on 21st Century Skills

Session Plan on 21st Century Skills

Trainer : KATHLEEN ML. BELLO

Sector : TOURISM SECTOR
Qualification Title : HOUSEKEEPING NC II
Unit of Competency : PROVIDE HOUSEKEEPING SERVICE TO GUEST
Module Title : PROVIDING HOUSEKEEPING SERVICE TO GUEST

LEARNING OUTCOMES:
L.O1 Receive housekeeping requests
LO2. Provide/ Service housekeeping requests
LO3 Provide advice to guest
LO4 Liaise with other departments
LO5 Review and Assessment
A. INTRODUCTION: This unit of competency deals with the skills and knowledge required to provide a range of general housekeeping services to guests
B. LEARNING ACTIVITIES
 Let’s exercise: types of guest request
 Let’s Practice Handling Guest request promptly
 Let’s Practice Handling Guest request promptly
 Let’s Practice Confirming and noting details of request
 Let’s Practice Keys to agreeing to a timeline
 Let’s Apply The need for teamwork
 Let’s Practice Getting information and passing on request
 Let’s Apply House rules in issuance of requested items.
 Let’s Apply types of items for collection
 Let’s Apply List of Items that may be requested
 Let’s Apply Advising on Hotel services and items
 Let’s Practice Key to providing a demonstration
 Lets Practice Knowing the right department for different concerns
 Let’s Apply Reporting malfunctions
 Let’s Practice Taking action on illegal/immoral activity
 Let’s Practice Planning services and equipment

LO 1: Receive housekeeping requests

Presentation
Learning Content Methods Practice Feedback Resources Time
1. Introductory Activity & Read Pre – module Answer start-of- Trainer evaluates WRM 30 minutes
Pre- Module learner’s Self-directed Learner’s reflection module skills trainee’s reflection
Reflection check

Self-directed Answer Trainer will evaluate WRM 5 hours

Read Key facts 1.1 on Let’s exercise: the answer
2. Accept housekeeping
Accept types of guest
 requests from guests housekeeping request
requests from
guests

Trainer will evaluate WRM 5 hours

Self-Directed Read information 1.2 Answer Lets the answer
3. Accept housekeeping
requests from staff Discussion Accept Practice Handling
housekeeping Guest request
requests from promptly
staff

4. Record housekeeping Read Key Facts 1.3 Trainer will evaluate WRM 5 hours
requests according to Self-Directed Recording Answer Let’s the answer
enterprise Discussion Housekeeping Practice
requirements request according Confirming and
to enterprise noting details of
requirements request

5. Advise on time for Read Key Facts 1.2 Trainer will evaluate WRM 5 hours
provision/delivery of Self-Directed specific Answer Let’s the answer
identified service or Discussion information on Practice Keys to
items to guest room agreeing to a
timeline

LO 2: Provide/ Service housekeeping requests

 Presentation
Learning Content Methods Practice Feedback Resources Time
5 hours
Read Key Facts Trainer to evaluate WRM
1.3 on Liaise Answer Let’s
Self-directed the answer Pen and Paper
with other staff Apply
Discussion
6. Liaise with other staff to to obtain and or The need for
Group work deliver identified teamwork
obtain and or deliver
identified service or service or items
items
WRM 5 hours
Read Key Facts 1.4 Answer Let’s Trainer to evaluate Pen and Paper
Self-Directed Locate and deliver Practice Getting output
Group work required item in the information and
7. Locate and deliver guest room passing on
request
required item in the

guest room

8. Set up equipment in Self-directed Read Key Facts 1.5 Answer Let’s WRM 5 hours
Discussion on Set up equipment Apply House Trainer to evaluate Pen and Paper
guest rooms
in guest rooms rules in issuance output
of requested
items.
9. Items from guest Self-directed Read Key Facts 1.6 Answer Let’s Trainer to evaluate WRM 5 hours
Discussion On set up equipment Apply types of output Pen and paper
rooms as required
in guest rooms item for
collection

LO 3 Provide advice to guest

 Self-directed Read Key Facts 1.7 Trainer to evaluate WRM 5 hours
10. Advise guests on services on Advise guests on Answer Let’s output
services and items
and items available available through the Apply List of Items
through the housekeeping housekeeping that may be
department
department requested

11. Advise guests on the use Self-directed Read key Facts 1.8 Trainer to evaluate WRM 5 hours
of items delivered to Discussion on Advice guests the output Pen and Paper
guest room, if required Perform Let’s
Apply Advising on
Hotel services and
items

Self-directed Read Key Facts 1.8 Answer Lets Trainer to evaluate WRM 5 hours
Discussion on Demonstrate the Practice output Pen and Paper
use of items Key to providing
12. Demonstrate the use delivered to guest
a demonstration
room
of items delivered to
guest room

Self-directed Read Key Facts 1.9 Answer Lets Trainer to evaluate WRM 5 hours
Discussion on Liaise with other Practice output Pen and Paper
staff and Knowing the right
13. Liaise with other staff departments to
department for
provide
and departments to different
supplementary
advice concerns
provide
supplementary advice
LO 4 Liaise with other departments

14. Report malfunctions as Self-directed Read Key Facts 1.10 Answer Let’s Trainer to evaluate WRM 5 hours
required on Report Apply Reporting the output Pen and Paper
 Malfunction as malfunctions
required

15. Advise management of Self-Directed Read Key Facts 1.11 Answer Let’s Trainer to evaluate WRM 5 hours
dangerous or suspicious on Advise Practice Taking the output
circumstances management of action on
dangerous or illegal/immoral
suspicious
activity
circumstances
16. Participate in planning Self-Directed Read Key Facts 1.12 Answer Let’s Trainer to evaluate WRM 3 hours
to enhance service on Participate in Practice Planning the output
delivery standards and planning to enhance services and
equipment service delivery equipment
standards and
purchase
equipment purchase

LO 5: Review and Assessment

17. Post module Learner’s Group Participation Post-module complete Trainer evaluates WRM 30 minutes
Reflection Learner's reflection Performance the output based on
Task (Think about criteria checklist
it)

Answer Post-
module Learner’s
Reflection: End-
of-module skills
check
18. End of Module Self-directed WRM 30 minutes
Assessment (Quiz)
4C. ASSESSMENT PLAN
 Interaction
 Modular
 Lecture/Discussion

D. TEACHER’S SELF-REFLECTION OF THE SESSION

You may like to consider the following:
□ Identify the successful moments of the lesson.
□ Consider how you can improve on certain delivery methods in the future.
□ What action/s do you need to take to improve aspects of your teaching skills?
□ What feedback from the learners regarding the lesson and how you respond to improve delivery.
□ Ask experience peers for feedback and how can you incorporate your peer’s suggestion to improve your delivery.