TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

National Assessment

for

HOUSEKEEPING NC II

RATING SHEET
 TESDA-OP-QSO-02-F30
Rev.No.00-03/01/17

Reference No. HSK 2 0 1 5 5

to be filled out by the Assessor

RATING SHEET FOR DEMONSTRATION/OBSERVATION WITH ORAL QUESTIONING

Candidate’s name:
Assessor’s name:
Qualification HOUSEKEEPING NC II
Certificate of PROVIDE VALET/BUTLER SERVICE
Competency:
Certificate of  Provide Valet/Butler Service
Competencies Covered  Deal with/Handle Intoxicated Guests
Date of assessment:
Time of Assessment:
INSTRUCTION: Put tick (√) mark on the appropriate column. While your
 observation/comments on the REMARKS column.
Part I. Performance
During the Demonstration of skills, did Satisfactory Not REMARKS
Satisfactory
the candidate…
PROVIDE VALET/BUTLER SERVICE
 Defined role of valet in accordance with
establishment standards*

 Prepared and delivers valet services

 Recorded valet services

 Established an enhanced rapport and

feelings of goodwill between the guest and
the establishment through principles of
good communication

 Accessed and utilized knowledge of

individual guests record to provide
personalized and quality valet service

 Followed valet grooming and

communication standards in accordance
TRSHSK213-0415
HOUSEKEEPING NC II 1
 with establishment standards

 Set the guest luggage in a room in

accordance with guest instructions *

 Prepared and presented guest clothes

appropriately ready for guest use *

 Cleaned shoes correctly as per guest

instruction *

 Organized and made repairs in accordance

with establishment procedures

 Maintained confidentiality of guest’s

property and activities in accordance with
legal and ethical requirements *

DEAL WITH/HANDLE INTOXICATED GUESTS

 Assessed level of intoxication of guest in
accordance with industry procedure. *

 Offered assistance politely to intoxicated

guest in line with enterprise procedure. *

 Referred urgently difficult situations to

immediate boss as per enterprise
regulations. *

 Handled carefully the intoxicated guest

lying on the floor by not touching. Instead
watches him in line with enterprise
practice.*

 Sought immediate assistance from hotel

security for the situations that poses a
threat to safety and security according to
enterprise procedure *

 Analyzed and applied procedures carefully

TRSHSK213-0415
HOUSEKEEPING NC II 2
 and explained politely to the guest the
situation using appropriate communication
skills and in accordance with organizational
policy. *

 Dealt with intoxicated persons and

underage drinkers with caution and care in
compliance with legal regulations and in
line with industry practice. *

 Complied with legislative requirements as

per alcoholic regulations. *

The candidate’s demonstration was:

Satisfactory Not Satisfactory

TRSHSK213-0415
HOUSEKEEPING NC II 3
 RATING SHEET FOR DEMONSTRATION/OBSERVATION WITH ORAL QUESTIONING

Qualification HOUSEKEEPING NC II
Certificate of PROVIDE VALET/BUTLER SERVICE
Competency:
Certificate of  Provide Valet/Butler Service
Competencies Covered  Deal with/Handle Intoxicated
Part II. Oral Questioning

INSTRUCTIONS:

1. Select at least five (5) questions per Certificate of Competency to be answered by the
candidate from the set of questions below. Additional questions may be added from
the list when applicable
2. Put a tick (√) mark on the column opposite the question selected.
3. Place a tick on the appropriate column based on the candidate’s response
4. Complete the feedback portion of the form.
Tick (√) Satisfactory
Number Response
Suggested Questions Selected YES NO
1. How can you establish rapport with the guest?

2. How can you access to guest’s record to provide

personalized and quality valet service?

3. What is the proper way to be a well-groomed

butler /valet? Why?

4. Give five (5) personal characteristics required by a

valet.

5. How will you present to guest’s the appropriate

clothes for a meeting with other diplomats?

6. What is the proper procedure of cleaning at least

three types of shoes with the following materials:
leather, lace/ gamosa and rubber?
TRSHSK213-0415
HOUSEKEEPING NC II 4
 7. How can you assist in the repair of detached buttons
on guest’s clothes?
8. How can you assure guest of confidentiality of his
transaction?
9. How do you handle the guest request for
safekeeping of his valuables?
10. What is the importance of effective communication
to a butler service?
11. What is the generic term for ethanol?

12. What are some symptoms/signs of alcohol

intoxication?

13. What are the appropriate ways of asking an

intoxicated patron to leave the premises? Give at
least 3?
14. What are 3 types of assistance that can be given to
an intoxicated person?

The candidate’s required knowledge was:

Satisfactory Not Satisfactory

Feedback to candidate:

The candidate’s overall performance was:

Satisfactory Not Satisfactory

Candidate’s Date
Signature: :
Assessor’s Signature: Date
:

TRSHSK213-0415
HOUSEKEEPING NC II 5
 TESDA-OP-QSO-02-F30
Rev.No.00-03/01/17

Reference No. HSK 2 0 1 5 5

to be filled out by the Assessor

RATING SHEET FOR DEMONSTRATION/OBSERVATION WITH ORAL QUESTIONING

Candidate’s name:
Assessor’s name:
Qualification HOUSEKEEPING NC II
Certificate of PROVIDE HOUSEKEEPING TO GUESTS
Competency:
Certificate of  Provide Housekeeping Services to Guests
Competencies Covered  Clean and Prepare Rooms for Incoming Guests
 Deal with/Handle Intoxicated Guests
Date of assessment:
Time of Assessment:

 INSTRUCTION: Put tick (√) mark on the appropriate column. While your
observation/comments on the REMARKS column.
Part I. Performance
During the Demonstration of skills, did Satisfactory Not REMARKS
Satisfactory
the candidate…
PROVIDE HOUSEKEEPING SERVICES TO GUESTS
 Accepted and recorded guest/staff
housekeeping requests and service delivery
in accordance to enterprise polices and
procedure. *
TRSHSK213-0415
HOUSEKEEPING NC II 6
 Confirmed and noted details of requests
made in accordance with enterprise
procedures*

 Apologized are made where a request has

arisen from a delayed delivery of service*

 Referred requests not related to

housekeeping to appropriate department.

 Identified service/item obtained through

liaison with other staff in accordance with
enterprise procedures

 Located and delivered required items to

guest room in accordance with enterprise
procedures *
 Set up equipment in guest room in
accordance with the request of the guest*
 Removed from the guest room requested
items in accordance with enterprise
procedures. *
 Advised guest on services and items
available through housekeeping
department *
 Advised guest on use of items delivered to
guest room*
 Demonstrated to guest the proper use of
delivered item to the guest room *
 Liaised with other staff and departments to
provide support services*
CLEAN AND PREPARE ROOMS FOR INCOMING GUESTS
 Selected correct cleaning supplies and
equipment required for servicing rooms
and prepare for use *

 Identified accurately supplies for trolleys

and selected or ordered in sufficient
numbers in accordance with establishment
procedures *

 Safely loaded trolleys with adequate

TRSHSK213-0415
HOUSEKEEPING NC II 7
 supplies in accordance with establishment
procedures*

 Identified correctly rooms requiring service

based on information supplied to
housekeeping staff*

 Accessed rooms in accordance with the

establishment’s customer service and
security procedures*

 Stripped beds and mattresses; pillows and

linen were checked for stains and damages;
and rooms are checked for any valuables
left*
 Segregated immediately Items with stains
and forwarded to the Laundry Department
for proper processing *

 Replaced bed linens in accordance with

establishment standards and procedures*
 Cleaned rooms in correct order and with
minimum disruption to guests*

 Cleaned and checked all furniture, fixtures

and fittings in accordance with
establishment standards*
 Checked replenished or replaced room
supplies in accordance with establishment
standards *

 Identified pests promptly and appropriate

action is taken in accordance with safety
and establishment procedures
 Checked rooms for any defects and
reported accurately in accordance with
establishment procedures*
 Recorded damaged items in accordance
with establishment procedures*
 Reported promptly any unusual or
suspicious person, item or occurrence in
accordance with establishment
procedures*
 Collected and stored guest’s belongings left
in vacated rooms in accordance with lost
TRSHSK213-0415
HOUSEKEEPING NC II 8
 and found establishment procedures*
 Cleaned trolleys and equipment after use in
accordance with safety and establishment
procedures*
 Stored correctly all items in accordance
with establishment procedures
 Checked, replenished or re-ordered
supplies and items in accordance with
establishment procedures*

DEAL WITH/HANDLE INTOXICATED GUESTS

 Assessed level of intoxication of guest in
accordance with industry procedure. *

 Offered assistance politely to intoxicated

guest in line with enterprise procedure. *

 Referred urgently difficult situations to

immediate boss as per enterprise
regulations. *

 Handled carefully the intoxicated guest

lying on the floor by not touching. Instead
watches him in line with enterprise
practice.*
 Sought immediate assistance from hotel
security for the situations that poses a
threat to safety and security according to
enterprise procedure *
 Analyzed and applied procedures carefully
and explained politely to the guest the
situation using appropriate communication
skills and in accordance with organizational
policy. *
 Dealt with intoxicated persons and
underage drinkers with caution and care in
compliance with legal regulations and in
line with industry practice. *
 Complied with legislative requirements as
per alcoholic regulations. *
The candidate’s demonstration was:

Satisfactory Not Satisfactory

TRSHSK213-0415
HOUSEKEEPING NC II 9
 RATING SHEET FOR DEMONSTRATION/OBSERVATION WITH ORAL QUESTIONING

Qualification HOUSEKEEPING NC II
Certificate of PROVIDE HOUSEKEEPING TO GUESTS
Competency:
Certificate of  Provide Housekeeping Services to Guests
Competencies Covered  Clean and Prepare Rooms for Incoming Guests
 Deal with/Handle Intoxicated Guests
Part II. Oral Questioning

INSTRUCTIONS:

1. Select at least five (5) questions per Certificate of Competency to be answered by the
candidate from the set of questions below. Additional questions may be added from
the list when applicable
2. Put a tick (√) mark on the column opposite the question selected.
3. Place a tick on the appropriate column based on the candidate’s response
4. Complete the feedback portion of the form.
Tick (√) Satisfactory
Number Response
Suggested Questions Selected YES NO
TRSHSK213-0415
HOUSEKEEPING NC II 10
 1. The guest requested for the arrangement of his
flights to other country, whom should you refer him,
and how?

2. How will you perform “making up room” when there

is guest inside?

3. Between a check out room and request for “make up

room”, which one will you do first?

4. What is alcohol intoxication? Elaborate or give

example.

5. What are you going to do if you noticed your guest

showing signs of alcohol intoxication?

6. Discuss the proper loading of housekeeper’s trolley

and explain why?

7. Discuss thoroughly the difference between the

servicing a room and making up a room?

8. Explain the safety measures in making up or bed

making?
9. Will you identify the materials used for flooring and
the walls? Discuss the proper cleaning and the
appropriate cleaning materials to be used?
10. How do you maintain the housekeeping equipment
like a vacuum cleaner?
11. Discuss the tasks for Turn Down Service?

12. What are three steps when asking an intoxicated

patron to leave the premises?
13. What are five signs of intoxication?

The candidate’s required knowledge was:

Satisfactory Not Satisfactory

Feedback to candidate:

The candidate’s overall performance was:

Satisfactory Not Satisfactory

TRSHSK213-0415
HOUSEKEEPING NC II 11
 Candidate’s Date
Signature: :
Assessor’s Signature: Date
:

TESDA-OP-QSO-02-F30
Rev.No.00-03/01/17

Reference No. HSK 2 0 1 5 5

to be filled out by the Assessor

RATING SHEET FOR DEMONSTRATION/OBSERVATION WITH ORAL QUESTIONING

Candidate’s name:
Assessor’s name:
Qualification HOUSEKEEPING NC II
Certificate of CLEAN PUBLIC AREAS
Competency:
TRSHSK213-0415
HOUSEKEEPING NC II 12


Certificate of  Clean Public Areas, Facilities And Equipment
Competencies Covered  Deal with/Handle Intoxicated Guests
Date of assessment:
Time of Assessment:
INSTRUCTION: Put tick (√) mark on the appropriate column. While your
observation/comments on the REMARKS column.
Part I. Performance
During the Demonstration of skills, did Satisfactory Not REMARKS
Satisfactory
the candidate…
CLEAN PUBLIC AREAS, FACILITIES AND EQUIPMENT
 Selected equipment according to type of
cleaning to be done*

 Checked all equipment if clean and in safe

working condition prior to use*

 Selected and prepared suitable dry and wet

cleaning agents and chemicals in
accordance with manufacturer’s and
relevant occupational health and safety
requirements*

 Selected and used protective clothing

where necessary

 Assessed the materials used for the

furniture, fixtures, ceilings and walls.

 Selected appropriate cleaning equipment

and chemicals in accordance with the type
of materials used*

 Applied cleaning techniques on furniture

and walling materials in accordance with
the type of material used*
 Applied appropriate procedures in
accordance with the technique *

 Cleaned and stored equipment and

chemicals properly in accordance with
manufacturer’s specifications and
requirements *

 Placed barricade or warning signs in the

TRSHSK213-0415
HOUSEKEEPING NC II 13
 work area as appropriate, to reduce risk to
colleagues and customers*

 Selected and applied cleaning agents or

chemicals on specific areas in accordance
with manufacturer’s recommendations,
safety procedures and establishment
policies and procedures*
 Used safe equipment in accordance with
manufacturer’s recommendations*

 Disposed of garbage and used chemicals in

accordance with hygiene, safety and
environmental legislation requirements*
 Cleaned equipment after use in accordance
with enterprise requirements and
manufacturer’s instructions*
 Carried out routine preventive maintenance
or arranged in accordance with enterprise
procedures*
 Identified and reported defects in
accordance with establishment
procedures*
 Stored equipments in the designated area
and in a condition ready for re-use.*

 Stored and controlled chemicals in

accordance with health and safety
requirements*
DEAL WITH/HANDLE INTOXICATED GUESTS
 Assessed level of intoxication of guest in
accordance with industry procedure. *
 Offered assistance politely to intoxicated
guest in line with enterprise procedure. *

 Referred urgently difficult situations to

immediate boss as per enterprise
regulations. *
 Handled carefully the intoxicated guest
lying on the floor by not touching. Instead
watches him in line with enterprise
practice.*
 Sought immediate assistance from hotel
security for the situations that poses a
threat to safety and security according to
TRSHSK213-0415
HOUSEKEEPING NC II 14
 enterprise procedure *
 Analyzed and applied procedures carefully
and explained politely to the guest the
situation using appropriate communication
skills and in accordance with organizational
policy. *
 Dealt with intoxicated persons and
underage drinkers with caution and care in
compliance with legal regulations and in
line with industry practice. *
 Complied with legislative requirements as
per alcoholic regulations. *
The candidate’s demonstration was:

Satisfactory Not Satisfactory

RATING SHEET FOR DEMONSTRATION/OBSERVATION WITH ORAL QUESTIONING

Qualification HOUSEKEEPING NC II
Certificate of CLEAN PUBLIC AREAS
Competency:
Certificate of  Clean Public Areas, Facilities And Equipment
Competencies Covered  Deal with/Handle Intoxicated Guests
TRSHSK213-0415
HOUSEKEEPING NC II 15
Part II. Oral Questioning

INSTRUCTIONS:

1. Select at least five (5) questions per Certificate of Competency to be answered by the
candidate from the set of questions below. Additional questions may be added from
the list when applicable
2. Put a tick (√) mark on the column opposite the question selected.
3. Place a tick on the appropriate column based on the candidate’s response
4. Complete the feedback portion of the form.
Tick (√) Satisfactory
Number Response
Suggested Questions Selected YES NO
1. What is PPE and why is it necessary during the
cleaning of public area?

2. Discuss the complete procedure of using a floor

polisher & carpet shampoo.

3. Identify the cleaning equipment and chemicals & its

uses.

4. How can you reduce risk/prevent accident for your

colleagues and guest?

5. Discuss the proper care of equipment and cleaning

chemicals. Why?

6. During cleaning you noticed a strong smell of gas

leakage, and the water leakage, which one will you
prioritize?

7. How do you manage hotel waste and garbage?

8. How will you handle the situation when an

intoxicated guest held your arm and pulled you
towards the room?

9. How will you handle a guest who arrived to the hotel

with the signs of intoxication?

The candidate’s required knowledge was:

TRSHSK213-0415
HOUSEKEEPING NC II 16
 Satisfactory Not Satisfactory

Feedback to candidate:

The candidate’s overall performance was:

Satisfactory Not Satisfactory

Candidate’s Date
Signature: :
Assessor’s Signature: Date
:

TESDA-OP-QSO-02-F30
TRSHSK213-0415
HOUSEKEEPING NC II 17
 Rev.No.00-03/01/17

Reference No. HSK 2 0 1 5 5

to be filled out by the Assessor

RATING SHEET FOR DEMONSTRATION/OBSERVATION WITH ORAL QUESTIONING

Candidate’s name:
Assessor’s name:
Qualification HOUSEKEEPING NC II
Certificate of PROVIDE LAUNDRY SERVICE
Competency:
Certificate of  Laundry Linen and Guest Clothes
Competencies Covered  Deal with/Handle Intoxicated Guests
Date of assessment:
Time of Assessment:
INSTRUCTION: Put tick (√) mark on the appropriate column. While your
 observation/comments on the REMARKS column.
Part I. Performance
During the Demonstration of skills, did Satisfactory Not REMARKS
Satisfactory
the candidate…
LAUNDRY LINEN AND GUEST CLOTHES
 Picked up guests clothes in accordance with
enterprise requirements*
 Picked up In-house items in accordance
with enterprise requirements*

 Sorted and counted items correctly

according to cleaning process required and
urgency of the item*

 Checked for stains and treats items for

laundering using the correct process*

 Checks for possible valuables inside the

pocket*

 Selected laundry methods in accordance

with textile labeling codes and based on
fiber and fabric, dye fastness, degree of
soilage and washing instructions*

TRSHSK213-0415
HOUSEKEEPING NC II 18
 Operated laundry equipment in accordance
with manufacturer’s instructions*
 Recorded any damage arising from the
laundering process and appropriate
person(s) is/are notified in accordance with
establishment procedures*
 Used cleaning agents and chemicals in
accordance with manufacturer’s
instructions and specific laundry
equipment*
 Checked items after the laundering process
to ensure quality cleaning*
 Completed correct pressing and finishing
processes in accordance with textile
characteristics and client requirements*
 Performed post cleaning laundry activity in
accordance with enterprise requirements*

 Checked results of cleaning and appropriate

additional action is taken.*
 Processed internal record and billing
instructions in accordance with enterprise
procedures*
 Produced necessary internal laundry
reports*

 Delivered guest clothes in accordance with

enterprise requirements*

 Delivered in-house items in accordance

with enterprise requirements*

DEAL WITH/HANDLE INTOXICATED GUESTS

 Assessed level of intoxication of guest in
accordance with industry procedure. *
 Offered assistance politely to intoxicated
guest in line with enterprise procedure. *
 Referred urgently difficult situations to
immediate boss as per enterprise
regulations. *
 Handled carefully the intoxicated guest
lying on the floor by not touching. Instead
watches him in line with enterprise
practice.*
 Sought immediate assistance from hotel
TRSHSK213-0415
HOUSEKEEPING NC II 19
 security for the situations that poses a
threat to safety and security according to
enterprise procedure *

 Analyzed and applied procedures carefully

and explained politely to the guest the
situation using appropriate communication
skills and in accordance with organizational
policy. *

 Dealt with intoxicated persons and

underage drinkers with caution and care in
compliance with legal regulations and in
line with industry practice. *

 Complied with legislative requirements as

per alcoholic regulations. *

The candidate’s demonstration was:

Satisfactory Not Satisfactory

TRSHSK213-0415
HOUSEKEEPING NC II 20
 RATING SHEET FOR DEMONSTRATION/OBSERVATION WITH ORAL QUESTIONING

Qualification HOUSEKEEPING NC II
Certificate of PROVIDE LAUNDRY SERVICE
Competency:
Certificate of  Laundry Linen and Guest Clothes
Competencies Covered  Deal with/Handle Intoxicated Guests
Part II. Oral Questioning

INSTRUCTIONS:

1. Select at least five (5) questions per Certificate of Competency to be answered by the
candidate from the set of questions below. Additional questions may be added from
the list when applicable
2. Put a tick (√) mark on the column opposite the question selected.
3. Place a tick on the appropriate column based on the candidate’s response
4. Complete the feedback portion of the form.
Tick (√) Satisfactory
Number Response
Suggested Questions Selected YES NO
1. What is standard procedure for laundry?

2. What is the proper way or process of ironing?

3. What will be your basis for the choice of the method

of laundry to be used?

4. Why is it necessary to conduct post laundry activity?

5. How will you bill and deliver the guests laundry?

6. What is the proper way of operating a washing

machine?
7. How will you do post laundry cleaning activity and
explain why?

8. How do you care for laundry equipment and

supplies?

TRSHSK213-0415
HOUSEKEEPING NC II 21
 9. How will you handle a guest who arrived to the hotel
with the signs of intoxication?

10. What are three tips to remember when dealing with

an intoxicated person?

11. Why is it important to record incidents involving

intoxication?

The candidate’s required knowledge was:

Satisfactory Not Satisfactory

Feedback to candidate:

The candidate’s overall performance was:

Satisfactory Not Satisfactory

Candidate’s Date
Signature: :
Assessor’s Signature: Date
:

TRSHSK213-0415
HOUSEKEEPING NC II 22