Housekeeping NC II: Trainers Methodology 1 Output School Year 2019 - 2020

Republic of the Philippines
ONE CAINTA COLLEGE

Cainta, Rizal
Telephone No. 08-879-0410
TRAINERS METHODOLOGY 1 OUTPUT

School Year 2019 -2020
Housekeeping NC II
(Dealing With/Handling Intoxicated Guest)
Presented By:
Domingo Jr., Rodel L.
Kiamco, Maureen R.
Mandras, Lester Dave C.
Morga, Ed Christian Evander F.
December 2020
TABLE OF CONTENTS
SELF-CHECK 6-1-1 38
SELF-CHECK ANSWER KEY 6-1-1 39
INFORMATION SHEET 6-1-2 40
SELF-CHECK 6-1-2 43
SELF-CHECK 6-1-3 48
TASK SHEET 50
PERFORMANCE CRITERIA CHECKLIST 51
SELF-CHECK 6-2-1 58
SELF-CHECK 6-2-2 65
SELF-CHECK 6-2-3 69
TASK SHEET 71
SELF-CHECK 6-3-1 79
SELF-CHECK 6-3-2 89
SELF-CHECK 6-3-3 94
TASK SHEET 96
JOB SHEET 6-1 98
PERFORMANCE CRITERIA CHECKLIST 6-1 99
EVIDENCE PLAN 100
TABLE OF SPECIFICATION 102
PERFORMANCE TEST 104
QUESTIONING TOOL 105
GLOSSARY 108
REFERENCES 109
HOUSEKEEPING NCII SHOP LAYOUT 110
Republic of the Philippines
ONE CAINTA COLLEGE

Cainta, Rizal
Telephone No. 08-879-0410
Module 1 Plan Training Session
Data Gathering Instrument
Data Gathering Instrument for Trainee’s Characteristics

NAME OF TRAINEE: Mandras, Lester Dave C. Date: December 2020
Please answer the following instrument according to the characteristics

described below. Encircle the letter of your choice that best describes you as
a learner. Blank spaces are provided for some data that need your response.
Characteristics of learners
Average grade in: Average grade in:
Language,
literacy and English Math
numeracy
a. 95 and above a. 95 and above
(LL&N) b. 90 to 94 b. 90 to 94
c. 85 to 89 c. 85 to 89
d. 80 to 84 d. 80 to 84
e. 75 to 79 e. 75 to 79
Cultural Ethnicity/culture:
and
a. Ifugao
language
b. Igorot
background
c. Ibanag
d. Gaddang
e. Muslim
f. Ibaloy
g. Others (please specify) _____________
Education Highest Educational Attainment:

& general
a. High School Level
knowledge
b. High School Graduate
c. College Level
Document No. One Cainta

College-Housekeeping NC
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Domingo, Rodel | Kiamco, Maureen |
College
Miranda, Lester Dave | Morga, Ed Christian
Evander Revision
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d. College Graduate
e. with units in Master’s degree
f. Masteral Graduate
g. With units in Doctoral Level
h. Doctoral Graduate
a. Male
Sex
b. Female
Age Your Age: 20
Physical
ability 1. Disabilities (if any) _____________________
2. Existing Health Conditions (Existing illness
if any)
a. None
b. Asthma
c. Heart disease
d. Anaemia
e. Hypertension
f. Diabetes
g. Others(please specify) ___________________
Special
courses Other courses related to TM
a. Units in education
b. Master’s degree units in education
c. Others(please specify) _________________________
a. Visual - The visual learner takes mental pictures of

Learning
information given, so in order for this kind of learner to retain
styles
information, oral or written, presentations of new information

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must contain diagrams and drawings, preferably in color. The

visual learner can't concentrate with a lot of activity around
him and will focus better and learn faster in a quiet study
environment.
b. Kinaesthetic - described as the students in the classroom,

who have problems sitting still and who often bounce their
legs while tapping their fingers on the desks. They are often
referred to as hyperactive students with concentration issues.
c. Auditory- a learner who has the ability to remember speeches

and lectures in detail but has a hard time with written text.
Having to read long texts is pointless and will not be retained
by the auditory learner unless it is read aloud.
d. Activist - Learns by having a go
e. Reflector - Learns most from activities where they can watch,

listen and then review what has happened.
f. Theorist - Learns most when ideas are linked to existing

theories and concepts.
g. Pragmatist - Learns most from learning activities that are

directly relevant to their situation.
Other
needs a. Financially challenged
b. Working student
c. Solo parent
d. Others(please specify) ___________________________

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FORM 1.1 SELF-ASSESSMENT CHECK
INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
CORE COMPETENCIES
CAN I…? YES NO
1. Provide housekeeping services to guests
1.1 Receive housekeeping requests 
1.2 Provide/ Service housekeeping requests 
1.3 Provide advice to guest 
1.4 Liaise with other departments 
2. Clean and prepare rooms for incoming guests
2.1 Set up equipment and trolleys 
2.2 Access rooms for servicing 
2.3 Make up beds 
2.4 Clean and clear rooms 
2.5 Clean and store trolleys and equipment 
3. Provide valet/butler service
3.1 Provide valet services to guests 
3.2 Display professional standards 
3.3 Care for guest property 
4. Laundry linen and guest clothes

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CORE COMPETENCIES
CAN I…? YES NO
4.1 Collect laundry for laundering functions 
4.2 Perform laundering functions 

4.3 Process laundered item 
4.4 Return laundered item 
5. Clean public areas, facilities and equipment
5.1 Select and set up equipment and materials 
5.2 Apply cleaning technique 
5.3 Clean dry and wet areas 
5.4 Maintain and store cleaning equipment and 

chemicals
6. Deal with/handle intoxicated guests
6.1 Determine the level of intoxication 
6.2 Apply appropriate procedures 
6.3 Comply with legislation 
Note: In making the Self-Check for your Qualification, all required competencies should
be specified. It is therefore required of a Trainer to be well- versed of the CBC or
TR of the program qualification he is teaching.

Date Developed:
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Evidences/Proof of Current Competencies
Form 1.2: Evidence of Current Competencies acquired related to

Job/Occupation
Proof/Evide Means of
Current competencies
nce validating
1. Provide housekeeping services to
guests
Submitted an
1.1 Receive housekeeping requests authenticated
Certificate of
1.2 Provide/ Service housekeeping copy of
Training
requests certificate of
training
1.3 Provide advice to guest
1.4 Liaise with other departments

2. Clean and prepare rooms for incoming
guests
2.1 Set up equipment and trolleys Submitted an

authenticated
2.2 Access rooms for servicing Certificate of
copy of
2.3 Make up beds Training
certificate of
2.4 Clean and clear rooms training
2.5 Clean and store trolleys and

equipment
3. Provide valet/butler service Certificate of Submitted an
Training authenticated
3.1 Provide valet services to guests
copy of
3.2 Display professional standards
certificate of

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Proof/Evide Means of
Current competencies
nce validating
3.3 Care for guest property training
4.1 Collect laundry for laundering Submitted an
functions authenticated
Certificate of
copy of
4.2 Perform laundering functions Training
certificate of
4.3 Process laundered item training
4.4 Return laundered item
5. Clean public areas, facilities and
equipment
5.1 Select and set up equipment Submitted an
and materials authenticated

Certificate of
copy of
5.2 Apply cleaning technique Training
certificate of
5.3 Clean dry and wet areas training
5.4 Maintain and store cleaning
equipment and chemicals
6. Deal with/handle intoxicated
guests
6.1 Determine the level of

intoxication
6.2 Apply appropriate procedures
6.3 Comply with legislation

Date Developed:
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Identifying Training Gaps
From the accomplished Self-Assessment Check (Form 1.1) and the

evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.
Form 1.3 Summary of Current Competencies versus Required

Competencies
Required Units of Current Training

Competency/Learning Competencies Gaps/Requirements
Outcomes based on CBC
CAN I..?
1. Provide housekeeping services to guests
1.1 Receive housekeeping Receive
requests housekeeping
requests
1.2 Provide/ Service Provide/ Service
housekeeping requests housekeeping
requests
1.3 Provide advice to guest Provide advice to
guest
1.4 Liaise with other Liaise with other
departments departments
2. Clean and prepare rooms for incoming guests
2.1 Set up equipment and Set up equipment
trolleys and trolleys

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2.2 Access rooms for Access rooms for
servicing servicing
2.3 Make up beds Make up beds
2.4 Clean and clear rooms Clean and clear
rooms
2.5 Clean and store trolleys Clean and store
and equipment trolleys and
equipment
3. Provide valet/butler service
3.1 Provide valet services to Provide valet
guests services to guests
3.2 Display professional Display
standards professional
standards
3.3 Care for guest property Care for guest
property
4.1 Collect laundry for Collect laundry for
laundering functions laundering
functions
4.2 Perform laundering Perform laundering
functions functions
4.3 Process laundered item Process laundered
item
4.4 Return laundered item Return laundered

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item
5. Clean public areas, facilities and equipment
5.1 Select and set up Select and set up
equipment and materials equipment and
materials
5.2 Apply cleaning Apply cleaning
technique technique
5.3 Clean dry and wet areas Clean dry and wet
areas
5.4 Maintain and store Maintain and store
cleaning equipment and cleaning equipment
chemicals and chemicals
6. Deal with/handle intoxicated guests
6.1 Determine the level of Determine the level of
intoxication intoxication
6.2 Apply appropriate Apply appropriate
procedures procedures
6.3 Comply with legislation Comply with
legislation

Date Developed:
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Using Form No.1.4, convert the Training Gaps into a Training Needs/
Requirements. Refer to the CBC in identifying the Module Title or Unit of
Competency of the training needs identified.
Form No. 1.4: Training Needs
Training Needs Module Title/Module of

Instruction
(Learning Outcomes)
LO 1. Determine the level of intoxication
LO 2. Apply appropriate procedure

1. Deal with/handle intoxicated
guests
LO 3. Comply with legislation

Date Developed:
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PLAN
TRAINING
SESSION
Sector: TOURISM
Qualification Title: HOUSEKEEPING
Unit of Competency: DEAL WITH/HANDLING INTOXICATED GUESTS
Module Title: DEAL WITH/HANDLING INTOXICATED GUESTS
OBJECTIVE:
Learning Outcomes: Upon completion of this module the students/trainees will be able to:
LO1: Determine the level of intoxication.
LO2: Apply appropriate procedures.
LO3: Comply with legislation.
A. INTRODUCTION: In this session, the trainees will understand the knowledge and skills required by housekeeper to
deal with/handle intoxicated guest for hospitality industry.
B. LEARNING ACTIVITIES
LO1: DETERMINE THE LEVEL OF INTOXICATION
Learning Content Methods Presentation Practice Feedback Resources Time

1. Dealt Modular  Read Answer Compare 1. CBLM  1 Hr.
diplomatically Self-Check answer to 2. Telephone
Document No. One Cainta College-

Date Developed: Housekeeping NC II-06
Trainers December 2020
Issued by:
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Miranda, Lester Dave | Morga, Ed Christian Evander Revision No.: 01
on the Information
3. Learning Materials about
disruptive Sheet 6-1-1 answer
Discussion 6-1-1 alcohol and its effects.  3 Hrs.
intoxicated  PowerPoint key 6-1-1
4. Slide presentation/Video
guests. Presentation
2. Ability to Modular  Read 1. CBLM
Compare  1 Hr.
communicate to Discussion Information Answer 2. Telephone
answer to  4 Hrs.
make the guest Video Sheet 6-1-2 Self-Check 3. Learning Materials about
answer  10 Mins.
understand the Presentation  PowerPoint 6-1-2 alcohol and its effects.
key 6-1-2  5 Hrs.
position. Demonstration Presentation 4. Slide presentation/Video
3. Ability to
 Read
demonstrate 1. CBLM
Information Compare  1Hr.
respect and Answer 2. Telephone
Modular Sheet 6-1-3 answer to 30mins
concern in Self-Check 3. Learning Materials about
Discussion answer  3Hrs.
handling 6-1-3 alcohol and its effects.
 PowerPoint key 6-1-3 20mins.
intoxicated 4. Slide presentation/Video
Presentation
guest.

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C. ASSESSMENT PLAN
Learners will be given the following:
 Observation
 Interview
 Written examination
 Demonstration of practical skills
D. TEACHER’S SELF-REFLECTION OF THE SESSION

The trainee was able to determine the level of intoxication of a guest.
LO2: APPLY APPROPRIATE PROCEDURES

1. Manifested full
understanding  Read 1. CBLM
Compare
of legal Information Answer 2. Telephone
 Modular answer to  1Hr.
requirements for Sheet 6-2-1 Self-Check 3. Learning Materials about
 Discussion answer  4Hrs.
alcohol service  PowerPoint 6-2-1 alcohol and its effects.
key 6-2-1
and Presentation 4. Slide presentation/Video
consumption.
2. Demonstrated  Modular  Read Answer Compare 1. CBLM  1Hr.

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ability to
manage
intoxicated
person using
Information 2. Telephone
appropriate answer to
Sheet 6-2-2 Self-Check 3. Learning Materials about
communication,  Discussion answer  5Hrs
 PowerPoint 6-2-2 alcohol and its effects.
conflict key 6-2-2
Presentation 4. Slide presentation/Video
resolution and
anger
management
technique.
3. Exhibited the  Read 1. CBLM
Compare
ability to offer Information Answer 2. Telephone  30mins
 Modular answer to
appropriate Sheet 6-2-3 Self-Check 3. Learning Materials about  2Hrs
 Discussion answer
guests  PowerPoint 6-2-3 alcohol and its effects. 30mins
key 6-2-3
assistance. Presentation 4. Slide presentation/Video
C. ASSESSMENT PLAN

 Observation

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 Interview
 Demonstration of practical skills.
The trainee was able to apply appropriate procedures on dealing with intoxicated guest.
LO3. COMPLY WITH LEGISLATION
1. Manifested full 1. CBLM
 Read
knowledge of the Compare 2. Telephone
Information Answer  1Hr.
effect of alcohol  Modular answer to 3. Learning Materials about
Sheet 6-3-1 Self-Check 30mins
and factors  Discussion answer alcohol and its effects.
 PowerPoint 6-3-1  3Hrs
which influence key 6-3-1 4. Slide presentation/Video
Presentation
effects.
1. CBLM
2. Discussed the
 Read 2. Telephone
knowledge of the Compare
Information Answer 3. Learning Materials about
benefits in  Modular answer to  1Hr.
Sheet 6-3-2 Self-Check alcohol and its effects.
creating a  Discussion answer  5Hrs.
 PowerPoint 6-3-2 4. Slide presentation/Video
responsible key 6-3-2
Presentation
licensed

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drinking
environment to
self, colleagues
and guests.
3. Demonstrated
 Modular  Read 1. CBLM
knowledge of Compare
 Discussion Information Answer 2. Telephone  30mins
ways of answer to
 Video Sheet 6-3-3 Self-Check 3. Learning Materials about  3Hrs.
assessing answer
Presentation  PowerPoint 6-3-3 alcohol and its effects. 
intoxicated key 6-3-3
 Demonstration Presentation 4. Slide presentation/Video
guests.
C. ASSESSMENT PLAN
 Observation
 Interview
 Demonstration of practical skills.
The trainee was able to comply with legislation on dealing with intoxicated guest.

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COMPETENCY - BASED
LEARNING MATERIAL
Sector:
TOURISM
Qualification Title:
HOUSEKEEPING
Unit of Competency:
Deal with/Handle Intoxicated Guests

Module Title:
Dealing/Manage Intoxicated Persons/Guest

HOW TO USE THIS COMPETENCY BASED LEARNING
MATERIAL
Welcome to the module in HOUSEKEEPING NCII QUALIFICATION. This

module contains training materials and activities for you to complete.
The unit of competency “Dealing/Manage Intoxicated Persons/Guest”
contains knowledge, skills and attitude required for TRAINEES.
You are required to go through, a series of learning activities in order to
complete each learning outcome of the module. In each learning outcome
are
Information Sheet, Self-Checks, Task Sheets and Job Sheets. Then
follow these activities on your own. If you have questions, don’t hesitate to
ask your facilitator for assistance.
The goal of this course is the development of practical skills in supervising
work-based training. Tools in planning, monitoring and evaluation of work-
based training shall be prepared during the workshop to support in the
implementation of the training program.
This module is prepared to help you achieve the required competency, in
“HOUSEKEEPING NCII”.
This will be the source of information for you to acquire knowledge and
skills in this particular competency independently and at your own pace,
with minimum supervision or help from your facilitator.
Remember to:
 Work through all the information and complete the activities in each
section.
 Read information sheets and complete the self-check. Answer keys are
included in this package to allow immediate feedback. Answering the
self-check will help you acquire the knowledge content of this
competency.

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 Perform the task sheets and job sheets until you are confident that
your output conforms to the performance criteria checklist that
follows the sheets.
 Submit outputs of the task sheets and job sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall
serve as your portfolio during the institutional competency evaluation.
A certificate of achievement will be awarded to you after passing the
evaluation. You must pass the institutional competency evaluation for this
competency before moving to another competency.

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PARTS OF A COMPETENCY-BASED LEARNING MATERIAL
References/Further Reading
Performance Criteria Checklist

Operation/Task/Job Sheet
Self-Check Answer Key
Self-Check
Information Sheet
Learning Experiences
Learning Outcome Summary

Module
ModuleContents
Content
List of Competencies
Module Content
Module Content
Front Page
In our efforts to standardize CBLM,

the above parts are recommended
for use in Competency Based
Training (CBT) in Technical
Education and Skills Development
Authority (TESDA) Technology
Institutions. The next sections will
show you the components and
features of each part.
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HOUSEKEEPING NCII
Contents of this Competency – Based Learning Materials
LIST OF COMPETENCIES
No. Unit of Competency Module Title Code
Provide housekeeping services Provide housekeeping

1. to guests services to guests TRS5123111
Clean and prepare rooms for Clean and prepare

2. incoming guests rooms for incoming TRS5123112
guests
Provide Valet/butler service Provide Valet/butler
3. service TRS5123113
Laundry linen and guest Laundry linen and

4. clothes guest clothes TRS5123114
Clean public areas, facilitates Clean public areas,

5. and equipment facilitates and TRS5123115
equipment
Deal with/Handle Deal with/Handle
6. intoxicated guests intoxicated guests TRS5123122

Date Developed:
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MODULE CONTENT
UNIT OF COMPETENCY: Deal with/handle intoxicated guests

MODULE TITLE: Deal with/handle intoxicated guests
MODULE DESCRIPTION: This unit of competency deals with the
knowledge, skills and attitude in handling or dealing with intoxicated guests
at the workplace. It includes the knowledge and skills on how to determine
the level of intoxication, proper approach, application of appropriate
procedure and the knowledge on legislation for alcoholic drinks.
LEARNING OUTCOMES:
At the end of the module you must be able to:
1. Determine the level of intoxication
2. Apply appropriate procedures
3. Comply with legislation
ASSESSMENT CRITERIA:
1.1 Level of intoxication of guest is assessed in accordance with industry
procedure.
1.2 Offered assistance politely to intoxicated guest in line with enterprise
procedure.
1.3 Urgently referred difficult situation to immediate boss as per enterprise
regulations.
1.4 Intoxicated guest lying on the floor is not touched but is carefully
watched in line with industry practice.
1.5 Sought immediate assistance from hotel security personnel for the
situations that posing a threat to safety and security according to enterprise
procedure.
2.1 Analysed the situation carefully
a. Applied procedures appropriate to the situation and in accordance with
organizational policy

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b. Explained politely the position to the guest using appropriate
communication skills
2.2 Assisted the guest to leave the premises when necessary in accordance
with enterprise procedure.
3.1 Dealt with intoxicated persons in line with industry practice
3.2 Dealt with underage drinkers with caution and care in compliance with
legal regulations
3.3 Complied with legislative requirements as per alcoholic regulations.

Date Developed:
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LEARNING OUTCOME NO. 6.1-1
Determine the Level Of Intoxication.

Contents:
Dealt diplomatically on the disruptive intoxicated guests.
Ability to communicate to make the guest understand the position.
Ability to demonstrate respect and concern in handling intoxicated guest.
Student/trainee must be provided with the following:
 Safety work practices and first aid regulations.
 Hygienic practices specific to bar operation national/local government
laws related to service of alcohol.
Assessment Method:
1. Observation
2. Interview
3. Written examination
4. Demonstration of practical skills
Assessment Criteria
1. Level of intoxication of guest is assessed in accordance with industry
procedure.
2. Offered assistance politely to intoxicated guest in line with enterprise
procedure.
3. Urgently referred difficult situation to immediate boss as per enterprise
regulations.
4. Sought immediate assistance from hotel security personnel for the
situation that posing a threat to safety and security according to enterprise
procedure.

Date Developed:
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Learning Experiences
Learning Outcome 1: DETERMINE THE LEVEL OF INTOXICATION
Learning Activities Special Instruction

 Read Information Sheet 6-1- You are required to read Information Sheet,
1 Dealt diplomatically on the answer Self Check and compare answer using
disruptive intoxicated Answer Key to measure your understanding on the
guests topic to gain remarkable training performance.
 Answer Self-Check 6-1-1 Review of Information Sheet is encouraged. The
 Read Information Sheet 6-1- Task Sheet and Job Sheet will help you practice
2 Ability to communicate to your skills. Please review procedure before
make the guest understand performing Task or Job Sheets. The Performance
the position. Criteria Checklist will guide and help you evaluate
 Answer Self-Check 6-1-2 your work as you practice your skill. After
 Perform Task Sheet 6-1-2 performing every task/job sheet evaluate your
 Read Information Sheet 6-1- performance using Performance Criteria Checklist.
3 Ability to demonstrate When you are ready, present your work to your
respect and concern in trainer for final evaluation and recording. If you
handling intoxicated guest. have any question or clarification do not hesitate
 Answer Self-Check 6-1-3 to ask your trainer.

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Information Sheet 6.1-1
Learning Objectives:
Dealt diplomatically on the disruptive intoxicated guests.
After reading this information sheet, you must be able to know the proper
way to handle a disruptive guest and each potential problem situations.
Introduction:
This manual has identified a variety of ways in which to deal with

intoxicated persons, depending on the situation, level of intoxication and
risks to others. Most of these strategies are not only helpful in professionally
dealing with intoxicated patrons, but are also legal. This ensures that in the
event, an investigation takes place in regards to a particular incident,
management and staff can be confident they have followed the correct
procedures and help mitigate any legal issue that may arise.
Tips to remember
 Whilst a range of legally abiding steps is identified elsewhere in this
manual, some important tips to remember include:
 Identify situations where problems may arise as early as possible
 Try to involve the customer by providing options
 Treat the customer professionally
 Don t touch the customer, ‟ where possible
 Take action as early as possible
 Follow all house policies, rules and regulations.
 When handling any situation involving an intoxicated individual,
always think of how you would like to be treated if the roles were
reversed.

Date Developed:
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Handling potential problem situations
As alcohol is associated with relaxing and celebration, there will always be

potential problems that arise. Whilst you can never be sure of situations
that may lead to trouble, traditionally there are scenarios than commonly
need to be monitored closely. These include:
Large Single Sex Groups
Whether due to celebration or party, single sex groups often start drinking
to excess; encourage a culture of drinking games and fast consumption. Due
to the nature of large groups, their actions and noise level may impact on
other customers as well.
 Distribute house policy with confirmations of large bookings or private

functions
 Speak with them on arrival. Welcome them and thank them for their
patronage however notify them of expected behaviour
 Speak with them in a friendly manner and don’t treat them as a
problem, until they do become one. Their business is just as
important to the business as other customers and they deserve to be
treated with respect. In fact you may wish to acknowledge their
business and provide some special products or services, given they are
a large group who are likely to spend a lot of money
 Build up a relationship early on so it’s easier to speak to them later –
find out what they are celebrating
 Set aside a separate area for them, if possible, to avoid upsetting other
customers
 Identify the leader and make him or her responsible for the group’s
behaviour
 Watch the amount they are drinking

Date Developed:
December 2020 II-06
Trainers Issued
Methodolog by:
One
College
Evander Revision
No.: 01
 Speak to individuals at the bar
 Make it clear that, if one person causes trouble, they will all have to
leave.
Domestic Arguments
These are often the hardest to spot and to handle as the matter is very
personal and important to those involved. It is a common occurrence, which
seems to be more common when alcohol is involved. Whilst you can’t listen
to each customer’s conversations, it is often obvious if there are ill feeling or
cross words being spoken between partners or friends.
 Visit the table, ask if all is ok. The attention and the fact you have
noticed are enough to make most quieten down or leave
 If it persists and or gets louder, you will need to ask them once again
if they are ok
 Suggest that this is not the place for their upset or argument
 Let them know that, if they can’t put aside their issues, they will have
to leave
 Always remain impartial
 Depersonalise the situation by stating it is your job / house rules and
nothing personal.
Games and Sports
All games seem to have a winner and a loser. This very nature often leads to
one person being upset. In premises where customers are playing games
such as pool or darts, there is also the added issue of potential weapons.
Issues may also arise with whose turn it is next.
To help reduce potential problems:

Date Developed:
December 2020 II-06
Trainers Issued
Methodolog by:
One
College
Evander Revision
No.: 01
 As rules differ from area to area, have a set of house rules for everyone
to play by
 Put a clear, fair system in place for how to book games and how to
determine who plays next
 Ensure the area is well staffed or has frequent staff presence to spot
any potential problems
 Put in place a deposit system or some other method, so all equipment
such as darts and cues are returned to staff after each game.
Refer difficult situations to an appropriate person within or outside of

the establishment
As customers become more intoxicated, the more difficult it may be to
handle the situation yourself. In many cases customers will understand the
rules that apply and will abide by them in order to enjoy their time on the
premises. This is not always the case. At times situations may have got out
of control resulting in other people being needed to bring the situation under
control.
Appropriate internal persons

It must be remembered, that the health and safety of staff, other customers
and the intoxicated person themselves is the primary objective when
handling instances involving intoxication.
As a staff member, it is not a requirement for you to place yourself in harm’s
way if you feel you cannot handle the situation. There are a number of
appropriate people who can be called upon to provide assistance or to
handle difficult situations involving alcohol.
These persons include:

Date Developed:
December 2020 II-06
Trainers Issued
Methodolog by:
One
College
Evander Revision
No.: 01
 Supervisor or Manager – they will make or authorise courses of action
to take
 Security – they will have the expertise to deal with the manner
 DJ – they have the capacity to communicate not only with different
authorities but can also communicate directly to the patrons within
the venue.
Remember, if you feel you cannot handle a situation yourself, be smart and
seek suitable support to handle any situation where you feel you are in
harm.
Reaching appropriate internal persons

There must be an easy to use communication system to be able to notify
appropriate internal people. Systems can include:
 Pagers
 Signals – verbal or hand
 Button
 Phone call.
Appropriate external persons

In the previous section a range of internal persons to contact were identified.
There are a number of suitable external sources that can be contacted
including:
 Police – in the event of any activity that is breaking the law or likely to
increase the risk of harm to all patrons and staff
 Fire – if there appears to be a likelihood of fire
 Ambulance – in the event a person requires medical assistance.
Reaching suitable external assistance

Date Developed:
December 2020 II-06
Trainers Issued
Methodolog by:
One
College
Evander Revision
No.: 01
As stated in the last section, if a situation appears to be out of control it is
important that the correct person or authority is called in a prompt manner.
Not only should managers state situations when each appropriate source of
assistance should be notified, but also how to contact them.
Easy to reach contact details can include:

 Special button
 Posters with contact numbers
 Speed dials
Other methods that are suitable

Date Developed:
December 2020 II-06
Trainers Issued
Methodolog by:
One
College
Evander Revision
No.: 01
Self-Check 6-1-1
TRUE OR FALSE
Directions: Read each statement below carefully. Place a T on the line if you
think a statement it TRUE. Place an F on the line if you think the statement
is FALSE. If you have questions, raise your hand and ask your teacher.
1. ___________Whilst you can never be sure of situations that may lead to

trouble, traditionally there are scenarios than commonly need to be
monitored closely.
2. ___________When handling intoxicated persons, there are a number of
approaches that can be taken, depending on the individual situation and
severity of the problem.
3. ___________ Due to the nature of large groups, their actions and noise
level may impact on other customers as well.
4. ___________ Build up a relationship early on so it’s easier to speak to them
later –find out what they are celebrating.
5. ___________Set aside a separate area for them, if possible, to avoid
upsetting other customers.
6. ___________You need to explain why a person may be refused a beverage,
entry into the premises or the right to remain on the premises.
7. ___________ Regardless of the way that you may be treated by a specific
customer, you must respect the customer and be professional and polite.
8. ___________As customers become more intoxicated, the more difficult it
may be to handle the situation yourself. In many cases customers will
understand the rules that apply and will abide by them in order to enjoy
their time on the premises.
9. ___________That the health and safety of staff, other customers and the
intoxicated person themselves is the primary objective when handling
instances involving intoxication.
10. ___________There must be an easy to use communication system to be
able to notify appropriate internal people.

Date Developed:
December 2020 II-06
Trainers Issued
Methodolog by:
One
College
Evander Revision
No.: 01
Self-Check Answer key 6-1-1
1. T
2. F
3. T
4. T
5. T
6. F
7. F
8. T
9. T
1. T

Date Developed:
December 2020 II-06
Trainers Issued
Methodolog by:
One
College
Evander Revision
No.: 01

Housekeeping NC II: Trainers Methodology 1 Output School Year 2019 - 2020

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Republic of the Philippines

ONE CAINTA COLLEGE

TRAINERS METHODOLOGY 1 OUTPUT

ONE CAINTA COLLEGE

Data Gathering Instrument for Trainee’s Characteristics

Please answer the following instrument according to the characteristics

Education Highest Educational Attainment:

Document No. One Cainta

Age Your Age: 20

a. Visual - The visual learner takes mental pictures of

Document No. One Cainta

must contain diagrams and drawings, preferably in color. The

b. Kinaesthetic - described as the students in the classroom,

c. Auditory- a learner who has the ability to remember speeches

d. Activist - Learns by having a go

e. Reflector - Learns most from activities where they can watch,

f. Theorist - Learns most when ideas are linked to existing

g. Pragmatist - Learns most from learning activities that are

Document No. One Cainta

INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

1.3 Provide advice to guest 

1.4 Liaise with other departments 

2. Clean and prepare rooms for incoming guests

2.1 Set up equipment and trolleys 

2.2 Access rooms for servicing 

2.3 Make up beds 

2.4 Clean and clear rooms 

2.5 Clean and store trolleys and equipment 

3. Provide valet/butler service

3.1 Provide valet services to guests 

3.2 Display professional standards 

3.3 Care for guest property 

4. Laundry linen and guest clothes

Document No. One Cainta

4.2 Perform laundering functions 

4.4 Return laundered item 

5. Clean public areas, facilities and equipment

5.1 Select and set up equipment and materials 

5.2 Apply cleaning technique 

5.3 Clean dry and wet areas 

5.4 Maintain and store cleaning equipment and 

6. Deal with/handle intoxicated guests

6.1 Determine the level of intoxication 

6.2 Apply appropriate procedures 

6.3 Comply with legislation 

Document No. One Cainta

Form 1.2: Evidence of Current Competencies acquired related to

1.4 Liaise with other departments

2.1 Set up equipment and trolleys Submitted an

2.5 Clean and store trolleys and

Document No. One Cainta

4.1 Collect laundry for laundering Submitted an

5.1 Select and set up equipment Submitted an

and materials authenticated

6.1 Determine the level of

6.2 Apply appropriate procedures

6.3 Comply with legislation

Document No. One Cainta

From the accomplished Self-Assessment Check (Form 1.1) and the