TASK SHEET 1.

3 – A
Title: RECEIVE HOUSEKEEPING SERVICES TO GUESTS
Performance Objectives:
Given at least an hour, you should be able to perform and apply the following:
 Hotel codes and regulations
 Interpersonal skills: Communication and Listening Skills
 Knowledge on typical housekeeping services and procedures
Conditions:
Students/trainees must be provided with the following:
Fully operational equipment in an accommodation environment, including guest’s rooms and
various housekeeping equipment and solutions.
Steps/ Procedure:
1. Wear PPE
2. Ask a classmate to do role-playing with you.
3. Mise-en –place
4. Call trainer’s attention if you are ready to perform.
5. Receive a housekeeping request.
6. Seek trainer’s evaluation
7. Answer Oral Interview questions

Assessment Method:

Performance Criteria Checklist

 PERFORMANCE CRITERIA

TASK SHEET 1.1- 3A

Trainee’s Name: ________________________ Date: ____________

Criteria YES NO

1. Guest/staff housekeeping request and service delivery are

accepted and recorded in accordance to enterprise
policies and procedure.
2. Details of requests made are confirmed and noted in
accordance with enterprises procedures
3. Apologies are made when a request has arisen from a
delayed delivery of service
4. Request not related to housekeeping are referred to
appropriate department.
5. Guest/staff housekeeping request and service delivery are
accepted and recorded in accordance to enterprise
policies and procedure.

Comments/ Suggestions:

______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

Trainer: ______________________________

Date: ______________
 TASK SHEET 1.5 – A

Title: Handle Queries Through Telephone

Performance Objective:
Given at least 30 minutes, you should be able to perform and apply the following:
1. Housekeeping and Front Office forms;
2. Handle queries through telephone, fax machine, internet and e-mail; and
3. Time management skills.
Condition:
Students/trainees must be provided with the following:
Fully operational equipment in an accommodation environment, including guest’s rooms and
various housekeeping equipment and solutions
1. Telephone
2. Housekeeping Forms
Steps/ Procedure:
1. Wear PPE
2. Ask a classmate to do role-playing with you.
3. Mise-en –place
4. Call trainer’s attention if you are ready to perform.
5. Receive a housekeeping request.
6. Seek trainer’s evaluation
7. Answer Oral Interview questions

Assessment Method:
Performance Criteria Checklist
 PERFORMANCE CRITERIA

TASK SHEET 1.2-2A

Trainee’s Name: ________________________ Date: ____________

Criteria YES NO

All points were taken care of while answering a call.

Phone should be answered within three rings.
Smile even when on the phone.
Sit and stand up straight.
Use a low voice pitch.
Match speaking rate to the caller’s.
Avoid extremes in volume.

Comments/ Suggestions:

______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

Trainer: ______________________________

Date: ______________
 JOB SHEET 2.3-A

Title: Setting –up of Trolley/ Candy

Performance Objective:
Given at least 30 minutes, you should be able to perform and apply the following:

1. Roles of Room Attendant

2. Types and uses of cleaning equipment
3. Setting-up of trolley / caddy with cleaning materials according to needs and
establishment standards
Conditions: Students / trainees must be provided with the following:

1. Housekeeping storage areas and all housekeeping equipment required for room
cleaning
2. Trolley

Steps/ Procedure:
1. Wear PPE
2. Ask a classmate to do role-playing with you.
3. Mise-en –place
4. Call trainer’s attention if you are ready to perform.
5. Receive a housekeeping request.
6. Seek trainer’s evaluation
7. Answer Oral Interview questions

Assessment Method:
Performance Criteria Checklist
 PERFORMANCE CRITERIA

JOB SHEET 2.3-A

Trainee’s Name: ________________________ Date: ____________

Criteria YES NO
THE CANDIDATE

Check the list of assigned room

Refer to the list of room cleaning supplies specified by the
property.
Begin loading cart from the bottom up. Stock according to
recommended qualities.
Place mattress pads, sheets, and pillowcase on bottom
shelf.
Place bath mats, towels, face cloths, and wash cloths on the
middle shelf.
Stock hand caddy with cleaning supplies such as all-purpose
cleaner, and dusting solution. Position on top shelf.
Position vacuum, broom, and other sweeping supplies on
side of cart.

Comments/ Suggestions:

______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

Trainer: ______________________________

Date: ______________
 TASK SHEET 2.4-A
Title: Applying basic Phraseologies in Housekeeping
Performance Objectives:
Given at least 30 minutes, you should be able to perform and apply the following:
1. Codes and regulation
2. Basic phraseologies in housekeeping

Conditions: Students / trainees must be provided with the following:

1. Housekeeping storage areas and all housekeeping equipment required for room
cleaning.
2. Fully equipped guest rooms

Steps/Procedure:
1. Wear PPE
2. Mise-en place
3. Ask a classmate to help you with role-playing otherwise your trainer will be your
partner.
4. Call trainer’s attention if you are ready to perform.
5. Perform standard operating procedures on the following:
 Greeting guests
 Entering A room
 Answered Queries
6. Answered Oral Interview questions
7. Seek trainer’s evaluation
Assessment Method:

Performance Criteria Checklist

 PERFORMANCE CRITERIA

TASK SHEET 2.4A

Trainee’s Name: ___________________________ Date: __________

Criteria YES NO
THE CANDIDATE
Entering guestrooms
Knock on the guestroom door thrice.
Announce. “Housekeeping”.
Wait for two minutes.
Open the door.
Greet Guests.
On seeing a guest, greet the guest with a smile depending on the time
of the day.
Use the guest name when known.
Answer Queries.
Find out the exact details required, by listening carefully and noting it
down.
Ask appropriate questions about requirements.
Confirm all the details back to the guest at the time of enquiry to
ensure correct information.
Give the required information. If it is a matter which will take time,
told the guest- specified time in which he/ she is able to get back to
him.
All guest queries have been listened to attentively and dealt
immediately in a smiling, courteous manner.

Comments/ Suggestions:

Trainer:
________________________________________________________________________

Date: _________________________________________________________________________
 TASK SHEET 2.6- A
Title: Perform Bed Making Procedures
Performance Objectives:
Given at least 10 minutes, you should be able to perform and apply the following:
Perform the complete procedures in Bed Making using the standard traditional set- up.
Conditions:
Students/ trainees must be provided with the following:
Bed Rack, Mattress, Fitted Sheet, Bed Sheets, Pillows, Pillowcases, Comforter Or Quilt, Towels
and Bed Runners.
Steps/ Procedure:
1. Pull the bed a little away from the headboard.
2. Spread the 1st bed sheet and tuck the bottom side of the bed except for the four corners.
3. Take the loose end of the sheet, about a foot from the corner at the head of the bed and pull
it straight out, foaming a flap. Pull up the flaps so it is flat.
4. Tuck in the free part of the corner.
5. Pull the flap out toward you and down over the side of the bed. Tuck the flap in.
6. Move to the corner at the foot of the bed on the same side of the bed and repeat the
procedure.
7. Spread the second sheet the wrong side up, from the edge of mattress.
8. Put Quilt 6” lower than the 2nd sheet.
9. Spread the third sheet over the quilt.
10. Fold the second sheet above the quilt and the third sheet and make a fold approximately 6”
to 8”.
11. Tightly tuck the sheets under the mattress.
12. Go towards the foot of the bed and tightly tuck the second sheet, quilt and third sheet
together.
13. Maître the corners.
14. Inset the pillows into the new pillowcase and tuck in the loose ends.
15. Repeat this process for the other pillows.
16. Place the pillow on the bed with the tucked edges facing the center and the tucked flaps on
the other side of the pillows.
17. Position the bedspread on the bed with equal amounts hanging over both sides and the foot
of the bed.
18. Smooth the bedspread over the pillows to the head of the bed.
19. Tuck the remaining of the bedspread under the front edge of the pillows.
20. Smooth the surface of the bed.
21. Check the bedspread for evenness on both sides.
22. You may put folded towels and bed runner to add-on decorative appearance.
23. Push back bed towards the side of the headboard in the exact position.
24. All the four corners of the bed are maîtred properly. Bed linen is stain free and properly
pressed. Bed has to be firm.
25. Distance of the pillow from Headboard to the fold of the bed is approximately 20”.

Assessment Method:

Perform Criteria Checklist

 PERFORMANCE CRITERIA
TASK SHEET 2.6- A

Trainee’s Name: ______________________________ Date:

___________

Criteria YES NO
THE CANDIDATE:
Prepare and complete the linens based on the set-up needed.
Strip the bed according to the hotel standards.
Place linens according to correct sequence and procedures.
Maître the linens in appropriate technique.
Make sure that the linen used are stained free.
Make sure that the linens are tucked tightly and free from rumples.
Place the pillows according to standard.
Place the bed cover, towels and bed runners in accordance to the
instruction given.
Make sure that the over-all appearance of the made-up bed is
presentable.

Comments / Suggestions:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
___________________________________

Trainer: __________________________________
Date: ____________________
 TASK SHEET 3.3A

Title: Picking –up Laundry

Performance Objective:
Given at least 30 minutes, you should be able to perform and apply the following:
1.Procedure in picking up laundry

Condition:
Students/trainees must be provided with the following:

1.Fully equipped guest rooms

Tools Equipment Materials/ Supplies

Caddy/ trolley Luggage carrier Pen and Paper
Laundry basket Sorting shelves Tags
labeler Housekeeping forms

Steps/ Procedure:
1. Wear PPE
2. Mise-en place
3. Call trainer’s attention if you are ready to perform.
4. Perform standard operating procedures on the following:
 Picking up laundry
5. Answer Oral Interview questions
6. Seek trainee’s evaluation

Assessment Method:

Perform Criteria Checklist

 PERFORMANCE CRITERIA
TASK SHEET 3.3A

Trainee’s Name: ______________________________ Date:

___________

Performance Criteria YES NO

THE CANDIDATE:
1. Upon receiving the call from Command Center or guest,
proceed to guestroom promptly and collect the laundry.
2. Ensure laundry sheet is filled out with correct room number
and name of guest.
3. Bring guest laundry to floor pantry and check its quantity and
possible damage of clothes. Mark note on the Laundry Sheet if
any.
4. Inform Housekeeping Order Task to pick up inspected guest
laundry in floor pantry
5. Make note on Butler’s Daily Laundry Collect sheet with guest
name and room number.
6. Ask Laundry Attendant to sign on the Daily Laundry Collect
Sheet upon collecting guest laundry.

Comments/ Suggestion:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
____________________________

Trainer: ____________________________________________________
Date: ____________________________
 JOB SHEET: PROVIDING VALLET OR BUTLER SERVICE
Performance Objective:
Given 1 hour you should be able to perform and apply the following:
 Oral and written communication on building guest rapport

 Procedure in unpacking and presenting guest luggage in accordance with

guest instructions.
 Procedure in pressing and presenting guest’s clothes ready for use
 Identify cleaning materials and supplies appropriate for shoes based on
material of shoes.

Supplies / materials needed:

Tools equipment Material / supplies

Caddy/ trolley Luggage carrier Pen and paper
Laundry basket Sorting shelves Tags
Labeler Luggage carrier Housekeeping forms
Shoe brush Flat iron Cleaning agents
Cleaning rags Steam pressers Needles and threads
Workplace location Ironing board Pen and paper
cabinets Guest folio
STEPS/ PROCEDURE:

1. Wear PPE
2. Check Materials
3. Tell your assessor you’re ready for the exam
4. Role Play with a classmate the complete the proper actions in providing valet/ butler
service
5. Fill out required forms
6. Answer oral interview questions
7. Have trainer check output and performance
 PERFORMANCE CRITERIA
JOB SHEET

Trainee’s Name: ___________________________________ Date: ___________

Criteria YES NO
1. Role of valet is defined in accordance with enterprise policy.
2. Valet service are prepared to be delivered.
3. Valet service are delivered within limit of responsibility.
4. Valet services are recorded.
5. Rapport is established and feelings of goodwill are enhanced
between the guest within limit of responsibility.
6. Knowledge of individual guest’s records is accessed and utilized to
provide personalized and quality services based on guest
instructions and enterprise policy.
7. Valet grooming and communication standards are followed, in
accordance with enterprise policy.
8. Luggage is set in room based on guest instructions and enterprise
policy.
9. Guest clothes may be processed based on guest instructions and
enterprise policy.
10. Shoes are cleaned based on guest instructions.
11. Repairs are made or organized based on guest instructions, in
accordance with enterprise policy.
12. Confidentiality of guest’s property and activities is maintained in
accordance with legal and ethical requirements.

Comments/ Suggestion:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
____________________________

Trainer: ________________________

Date: _______________
 JOB SHEET 4.5
Title: Laundry Linen and Guest Clothes
Performance Objective:
Given at least an hour, you should be able to perform and apply the following:

1. Types of fabric and laundry equipment

2. Meaning of laundry and dry cleaning labels on clothing
3. Key laundry terms
4. Principles and procedure in laundering clothes and linens
5. Principles and procedure in treating stains based on nature of stain and type of fabric
and fiber
6. Role of an “on premises” laundry
7. Hygiene, health and safety issues of specific relevance to laundry operations
8. Principles in drying clothes and linens
9. Principles and procedures in ironing and pressing clothes and linens
10. Types of ironing equipment, tools and materials and their proper usage
11. Types of hangers and their uses
12. Folding methods and techniques

Supplies / Materials:
1. Variety of linen, clothing item and fabrics
2. Industry laundry equipment
3. Laundry chemical/ solutions
Steps/ Procedure:
1. Wear PPE
2. Check cleaning materials and equipment if complete
3. Mise -en place
4. Call trainer’s attention if you ready to perform.
5. Explain and apply laundry and linen knowledge of guest’s clothes.
6. Wash hands and ask for trainer’s evaluation.
Assessment Method:
Perform Criteria Checklist

Tools Equipment Materials / Supplies

Fiber/ fabric samples Washing machine Operating manuals and
brochures
Different linens and laundry Drying machine Pen and paper
items
Labeler Dry- cleaning machine Bleaching agent
Hangers Flat iron Stain removing agent
Laundry Steam pressers Fabric softeners
Wash basin Ironing board Sanitizing agent
bucket Sorting shelves All-purpose cleaning agent
Water hose Cleaning solution
Detergent ( liquid, powder)
Report forms
 JOB SHEET: CLEAN PUBLIC AREAS, FACILITIES AND EQUIPMENT

Performance Objectives:
Given 1 hour, the candidate must be able to execute and apply following information:
 Identification and treatment of common hazards in the work area
 Occupational health and safety requirements
 Common protective clothing and materials and their appropriate use.
 Safety Practices
 Practice hygienic preparation and teamwork to colleagues
 National / City/ Municipality Occupational health and safety legislation
 Common cleaning chemicals
 Cleaning technique
 Procedures in cleaning public bathrooms
 Procedure in cleaning public areas (internal and external), private lounge areas and
balconies
 Procedure in cleaning function rooms
 Procedure in cleaning kitchen
 Cleaning storage areas
 Treatment of common hazards

Supplies / Materials needed:

Tools Equipment Materials/ Supplies

Waterproof clothing and Vacuum cleaners Operating manuals and
footwear brochures
Jackets Polisher/ scrubbers Goggles and mask
Apron Carpet sweepers Duster
Mops, brooms, brushes Dust pans
Overalls Garbage Bags
Pans Disinfectants
Garbage receptacles Cleaning agents
Buckets Detergents
Headwear Deodorizers
Signs and advisories Furniture and fixture
cleaners/polishers
Squeegee’s General spot cleaning agent
Glass cleaners
deodorizers

Steps / Procedure:
1. Wear PPE
2. Check materials
3. Tell your assessors you’re ready for the exam
4. Role play with a classmate the complete the proper actions and information
regarding cleaning public areas, facilities and equipment
 5. Fill out required forms
6. Answer oral interviews questions
7. Have trainer check output and performance

PERFOMANCE CRITERIA
JOB SHEET
Trainee’s Name: ___________________________________ Date: ________

CRITERIA YES NO
1. Equipment are selected according to type of cleaning to be done.
2. All equipment are check if clean and in safe working condition prior to
use.
3. Suitable dry and wet cleaning agents and chemicals are selected and
prepared in accordance with manufacturer’s and relevant occupational
health and safety requirements.
4. Protective clothing are selected and used where necessary
5. Furniture, fixture, ceilings and walling are assessed for cleaning.
6. Appropriate cleaning equipment and chemicals are selected accordance
with type of material used.
7. Cleaning techniques is applied on furniture and walling materials in
accordance with type of material used.
8. Appropriate procedure is applied in accordance with the technique.
9. Equipment and chemicals are properly cleaned and stored in accordance
with manufacturer’s specification and requirements.
10. Wet and dry areas are prepared for cleaning and hazards are identified
and assessed.
11. The work area is barricaded or warning signs are placed, as appropriate,
to reduce risk to colleagues and customers.
12. Cleaning agents or chemicals are selected and applied on specific areas in
accordance with manufacturer’s recommendations, safety procedure and
enterprise policies and procedures.
13. Equipment are used safely in accordance with manufacturer’s
recommendation.
14. Garbage and used chemicals are disposed off in accordance with hygiene,
safely and environmental legislation requirements
15. Procedures in cleaning public bathrooms
16. Procedures in cleaning public areas ( internal and external) , private
lounge areas and balconies
17. Procedures in cleaning function rooms

18. Procedures in cleaning kitchen

 19. Cleaning storage areas.

20. Treatment of common hazards

21. Equipment are cleaned after use in accordance with enterprise

requirements and manufacturer’s instructions.
22. Routine preventive maintenance is carrier out or arranged in accordance
with enterprise procedures.
23. Defects are identified and reported in accordance with enterprises
procedures.
24. Equipment are stored in the designated area and in a condition ready for
re-use.
25. Chemicals are stored and controlled in accordance with health and safety
requirements.
26. Equipment are selected according to type of cleaning to be done.

27. All equipment are checked if clean and in safe working conditions prior to
use.
28. Suitable dry and wet cleaning agents and chemicals are selected and
prepared in accordance with manufacturer’s and relevant occupational
health and safety requirements.
29. Protective clothing are selected and used where necessary.

Comments / Suggestions:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
_____________________

Trainer: _____________________________________
Date: ___________________________

TASK SHEET 6.2-2

Title: DEAL WITH OR HANDLE INTOXICATED GUEST

Performance Objectives:
Given at least 1 hour, you should be able to perform and apply the following:
1. Proper actions in dealing and handling intoxicated guests.

Supplies/ Materials:
 1. Sources of information on the industry
2. Industry knowledge about alcohol
Steps/ Procedure:
1. Wear PPE
2. Check materials and equipment if complete
3. Call trainer’s attention if you are ready to perform
4. Role play with the classmate to complete the proper actions in dealing or handling
intoxicated guests.
5. Ask for trainer’s evaluation.
6. Answer oral interview questions
7. Have trainer check output and performance.
Assessment Method:
Performance Criteria Checklist.

PERFORMANCE CRITERIA
JOB SHEET 6

Trainee’s Name: _____________________________ Date: ___________

Criteria YES NO
1. Level of intoxication of guest is assessed in accordance with
industry procedure.
2. Offers assistance politely to intoxicated guest in line with
enterprise procedure.
3. Urgently refer difficult situation to immediate boss as per
enterprise regulation.
4. Customer’s order are promptly recapped in accordance
enterprise regulation.
5. Intoxicated guest lying on the floor is not touched but is carefully
watched in line with industry practice.
6. Analyze the situation carefully.
7. Apply procedures appropriate to the situation and in accordance
with organizational policy.
8. Explain politely the position to the guest using appropriate
communication skills.
9. Assist the guest to leave the premises when necessary in
accordance with enterprise procedure.
10. Deal with intoxicated person in line with industry practice.
11. Deal with underage drinkers with caution and care in compliance
with legal regulations.
12. Seek immediately assistance from hotel security personnel for
the situations that posing a threat to safety and security
according to enterprises procedure.
13. Complied with legislative requirements as per alcoholic
regulations.
Comments / Suggestion:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
_____________________

Trainer: _______________
Date: __________