National Master Trainer and

Master Assessor Portfolio

Keena O.Lagtapon,RN,MM

National Master Trainer and Assessor

Portfolio

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 National Master Trainer and
Master Assessor Portfolio

National Master Trainer and Assessor Port

Keena O.Lagtapon,RN,MM

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 National Master Trainer and
Master Assessor Portfolio

Table of Contents

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Master Assessor Portfolio

I.Question, Answer and Competency Specific to your chosen

competency

Question Answer Chosen

Competency
1. A description of the work Unit Title Launder Linen and
activity (Duty) Guests’ Clothes
2. What does the work Unit This unit deals with
involve? Descriptor skills and knowledge
required to perform
the laundering of linen
and guests clothes
functions required in
an on-premises
laundry within an
accommodation
facility.
3. What are the parts that Elements Element 1: Identify the
make up this duty? role of an on-premise
laundry
Element 2: Collect
laundry for laundering
Element 3: Perform
laundering functions
Element 4: Process
laundered items
Element 5: Return
laundered items
4. How is the performance Performance Element 1: Identify
to be measured? Criteria the role of an on-
premise
laundry
1.1 Differentiate
between an on-premise
laundry and
an off-premise laundry
1.2 Identify the
equipment that may be
found in an
on-premise laundry
1.3 Identify the
cleaning agents and
chemicals used
in an on-premise
laundry
1.4 Identify the
documentation that is
used to
monitor, control, and
charge for items

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laundered
1.5 Identify the linen
items that may be
laundered in
an on-premise laundry
1.6 Identify guest
clothes that may be
laundered in
an on-premise laundry
1.7 Describe the roles
of staff employed in an
onpremise
Laundry
1.8 Establish costs
associated with
operating an
onpremise
laundry
1.9 Identify laundry
service types that exist
within the
industry
Element 2: Collect
laundry for
laundering
2.1 Pick-up guest
clothes in accordance
with
enterprise
requirements
2.2 Pick-up in-house
items in accordance
with
enterprise
requirements
Element 3: Perform
laundering functions
3.1 Sort items lodged
for laundering
3.2 Count items
lodged for laundering
3.3 Assess stains on
items
3.4 Spot clean stains
as required
3.5 Identify
appropriate cleaning
method for items
3.6 Operate
equipment to achieve
intended cleaning
result
3.7 Effect repairs as
required
Element 4: Process
laundered items
4.1 Perform post-
cleaning laundry

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activities
4.2 Check results of
cleaning and take
appropriate
additional action, if
required
4.3 Process internal
records and billing
instructions
4.4 Produce necessary
internal laundry reports
Element 5: Return
laundered items
5.1 Deliver guest
clothes to guests in
accordance
with enterprise
requirements
5.2 Deliver in-house
items to departments
in
accordance with
enterprise
requirements
5. What are the conditions Unit variable This unit applies to all
under which this work industry sectors that
may be conducted? operate their own in-
house laundering
facilities within the
labour divisions of the
hotel and travel
industries and may
include:
1. Housekeeping

Differentiate between
an on-premise laundry
and an off-premise
laundry may be related
to:
Relative advantages of
each
Relative disadvantages
and limitations of each
Factor to consider
when selecting the
laundering option for
an establishment.

Equipment in an on-
premise laundry may
include:
Washers/extractors
Washer/dryer
Dryers
Irons
Folding equipment
Steam presses

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Bucks
Spotting gun
Sorting baskets and
shelving
Heat sealing equipment
and roll plastic
Hangers.
Cleaning agents and
chemicals may include:
Water, impact of quality
and temperature
Alkalis
Detergents, all types
Softeners
Bleaches
Sours
Emulsifiers
Conditioners
Builders
Solvents, for dry
cleaning
Mildewcide
Sequestrants
Iron control agents
Spotting agents
Safety requirements in
the use and storage of
chemicals and cleaning
agents
Compliance with
manufacturer’s
instructions.
Documentation may
include:
Laundry list
Dry cleaning list
Press only list
Guest request forms
Repair form
Damaged items form
Guest charge form, for
posting of charges to
guest account
Guest notification form,
for advising of
problems/issues with
guest clothes sent for
laundering
Requisitions
Dockets.
Linen items refer to any
internal items that the
establishment requires
laundered and may
include:
Uniforms, suits, jackets,
slacks, skirts, shirts,
blouses, dresses,
traditional uniforms,

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overalls,
kitchen uniforms,
accessories, such as
necktie, scarf, apron
Bed linen, blankets,
beds covers, bed skirts,
bed pads, pillowcases
Towels, guest-room
towels and towels from
operational departments,
such as tea-towels
Table linen, skirting
Guest clothes may
include:
All manner of male and
female clothing
Items forwarded for dry
cleaning, cleaning,
pressing, repairing
Identification of items
that will not/cannot be
processed in-house.
Roles of staff may relate
to:
Collecting and
delivering/returning items
Counting and checking
items
Sorting
Stain identification
Pre-wash activities
Washing, machine and
hand wash
Dry cleaning
Drying
Pressing
Repairing/mending
Folding
Processing
documentation and
forwarding charges for
posting to guest accounts
and internal
departments.
Costs may relate to:
Labour
Equipment
Purchase of linen,
uniforms, etc
Chemicals and cleaning
agents
Opportunity cost, that is,
revenue foregone by virtue
of space required for
laundry that cannot be
used to generate room, or
other revenue.
Laundry service types may
refer to:

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Express services
Normal services
Urgent services
Involvement of outside
agencies/laundries.
Pick-up guest clothes may
include:
Verifying items lodged
Checking accompanying
documentation
Ensuring room and
guest can be identified
Clarifying special
requests
Confirming service
required
Adhering to advertised
pick-up/collection times
Identifying urgency of
service required
Transporting items to
laundry.
Pick-up in-house items
may relate to:
Completion of relevant
documentation
Counting and checking
items
Liaising with staff
regarding stains and
damage
Matching pick-up of
items with individual
department need
Identifying need for
exchange or replacement
of items to enable service
to continue
Transporting items to
laundry
Exchanging clean for
dirty
Topping-up to imprest
levels.
Sort items may relate to:
Sorting by service
required
Sorting by source
Sorting by urgency
Sorting by colour/colour
fastness
Sorting by item type
Sorting by soil and stain
Sorting by fiber and
fabric
Sorting by laundering
method to be applied
Separation of damaged
items

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Checking pockets for

contents
Checking clothing for
jewellery.
Count items may relate
to:
Physically checking
items against
accompanying
documentation
Weighing loads
Counting baskets.
Assess stains may relate
to:
Visual recognition of
colour, appearance,
location and identification
of stains
Consideration of stain
by feel and odour
Liaison with staff and
guests to identify stains
Tests to identify stains
Use of charts and tables
Differentiation between
emerged stains, absorbed
stains and compound
stains
Classification of dirt:
Washable dirt
Solvent soluble dirt
Bleachable dirt.
Spot clean stains may
relate to:
Application of spotting
agents for paint, ink,
fat/oil, rust, blood, grass
Use of a variety of
techniques to remove
spots as dictated by item
type, type of stain and
location
of stain.
Cleaning method may
relate to:
Machine washing
Hand washing
Dry cleaning
Determination of cycle
and program to use,
where applicable
Selection and
application of chemicals
and cleaning agents
Dosage rates for
cleaning agents and
chemicals
Water temperature
Complying with

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manufacturer’s
instructions in use of
equipment
Complying with care and
textile labelling
requirements
Safety factors prior to,
during and after operation
of equipment
Energy saving
strategies.
Repairs may relate to:
Basic repairs to guest
clothes and uniforms,
repairing tears, replacing
buttons
Sending items out for
repair
Condemning internal
linen.
Post-cleaning laundry
activities may relate to:
Drying
Folding
Ironing
Steam pressing,
including use of guns and
bucks
Stacking.
Results of cleaning may
relate to:
Checking stain removal
Creases
Colour fastness
Freedom from rips and
damage
Freedom from odour
Scorch/burn marks
Shrinkage
General damage,
missing buttons, damaged
material and buckles
Overall finished quality
of items.
Appropriate additional
action may relate to:
Re-washing
Re-pressing
Re-folding
Re-packing
Condemning internal
items
Sending items outside
for professional attention.
Internal records and billing
instructions may relate to:
Equipment usage
records, hours run, repairs
and maintenance

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Maintenance request
forms
Charge sheets
Laundry vouchers
In-house laundry reports
Quality assurance
documentation and
checks.
Deliver guest cloths to
guests may relate to:
Wrapping and packing
procedures
Heat sealing of
packages
Use of hangers
Adhering to promised
timelines
Transportation of items
to appropriate destination,
guest room, valet,
housekeeping
Application of
appropriate guest service
skills
Explanation of
procedures undertaken
and problems/difficulties
encountered
Obtaining signature or
payment, as/if required
Dealing with guest
dissatisfaction
Resolving laundry
issues and dealing with
item shortages
Storing guest items in
laundry where return to
guest is not possible.
Deliver in-house items to
departments may relate to:
Complying with required
usage quantities and times
Obtaining signature
Completing relevant
internal documentation
Identifying future need
6. The skills and knowledge Assessment The following skills and
needed to perform this Guide knowledge must be
work activity assessed as part of this
unit:
The enterprise‟s policies
and procedures in regard
to safety and security of
guest items and
establishment items
The enterprise‟s policies
and procedures in regard
to safe handling of
chemicals and cleaning

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agents
The enterprise‟s policies
and procedures in regard
to use of establishment
property and equipment
The enterprise‟s policies
and procedures in regard
to documentation that
underpins the posting of
charges to guest accounts
and inter-department
accounting
Principles of cleaning, dry
cleaning and basic repair
work to garments and
linen

7. Where evidence is Critical Critical Aspects of

needed to perform this aspects of Assessment
work activity Assessment Evidence of the following
is essential:
 Understanding of
stain charts and
the demonstrated
ability to identify
stains and
determine correct
treatment for
same
 Demonstrated
ability to sort,
count and check
guest and in-
house laundry
items
 Demonstrated
ability to read and
interpret care and
textile labels on
garments
 Demonstrated
ability to use
washing
equipment/extract
ors and apply
hand washing
techniques
 Demonstrated
ability to use
drying machines
 Demonstrated
ability to use
pressing, ironing,
steaming and
folding equipment
 Demonstrated
ability to wrap and
pack guest
clothing, uniforms

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and general linen

items
 Demonstrated
ability to effect
basic linen and
clothing repairs
 Demonstrated
ability to
implement internal
linen control
procedures and
process internal
documentation

8. Where should evidence Context of This unit may be assessed

of competency be Assessment on or off the job
gathered? Assessment should
include practical
demonstration either in the
workplace or through a
simulation activity,
supported by a range of
methods to assess
underpinning knowledge
Assessment must relate to
the individual‟s work area
or area of responsibility

9. What resources are Resource Training and assessment

required to gather the Implication to include access to a real
evidence? or simulated workplace;
and access to workplace
standards, procedures,
policies, guidelines, tools
and equipment.

10.Where would you find Assessment Methods The following methods

a list of methods for may be used to assess
gathering evidence? competency for this unit:
Observation of practical
candidate performance
Inspection of laundered
products
Oral and written questions
Third party reports
completed by a supervisor
Project and assignment
work.

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II.TNA for Chosen Competency(Training Need Analysis)

Competency: Launder linen and guests’ clothes

ELEME Subtasks
NT PERFORM TASK ANALYSIS
ANCE
CRITERIA
KNOWLEDGE SKILLS ATTITUDE
Eleme 5.1 Deliver Deliver guest cloths to
nt 5: guest guests may relate to:
Return clothes to Wrapping and packing
launde guests in procedures
red Heat sealing of packages
accordanc
items Use of hangers
e with Adhering to promised
enterprise timelines
requireme Transportation of items to
nts appropriate destination,
guest room, valet,
housekeeping
Application of appropriate
guest service skills
Explanation of
procedures undertaken and
problems/difficulties
encountered
Competency standar

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Obtaining signature or
payment, as/if required
Dealing with guest Lack of
dissatisfaction knowledge of Delayed
Resolving laundry issues customer delivery of
and dealing with item satisfaction items
shortages Missin (Lack of
Storing guest items in g one attention to
laundry where return to item timeliness)
guest is not possible. upon
deliver
y of
launde
red
items
to the
guest

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I. Training Objectives

UNIT TITLE: LAUNDER LINEN AND GUESTS’ CLOTHES

TRAINING GAP: Complacency in delivering the complete number of laundered

items at the right time

ELEMENT
(PERFORMANC Training objectives
E CRITERIA)
KNOWLEDG SKILLS ATTITUDE
E
Element 5: 5.1 Deliver guest By the end of By the end By the end of
Return clothes to guests the training the training
of the
laundered items in accordance session, the session ,the
training
with enterprise trainee is session, trainee is able
requirements able to the trainee to develop the
describe the is able to essence of
correct perform customer
procedures of the correct service for
delivering procedure guest’s
laundered in satisfaction.
items to the delivering
guests the
according to complete
the hotel’s number of
standard items to
procedures. guests
within the
required
time
frame.

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TRAINING METHODS - KSA

A.

TEACHING METHODS KNOWLEDGE SKILLS ATTITUDE

• Demonstration Questioning • • •
• Action learning • • •
• Concept map (mind map) •
• Workplace training or on the • • •
job
• One on one • • •
• Computer managed learning • •
• Field trips • •
• Brainstorm • •
• Lecture • • •
• Role Plays • • •
• Simulation • • •
• Practice and drill • • •
• Group work • • •
• Case study •
• Project • • •

B. Chosen Competency

UNIT TITLE: Launder linen and guests’ clothes

Element 5: Return laundered items

PERFORMANCE OF CRITERIA :5.1 Deliver guest clothes to guests in accordance

with enterprise requirements

TRAINING GAP: INCOMPLETE DELIVERY OF LAUNDERED ITEMS AND

COMPLACENCY IN DELIVERING LAUNDERED ITEMS TO GUESTS ON TIME

TEACHING KNOWLEDG SKILLS ATTITUDE

METHOD E
1.ROLE PLAY

2. Oral &
Written
Questioning

3.Practice &
Drill

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4.Lecture

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I. MASTER ASSESSOR ASSESSMENT PORTFOLIO

1 – Copy of Competency Standard

UNIT TITLE: LAUNDER LINEN AND GUESTS’ CLOTHES NOMINAL HOURS: 25 hours

UNIT NUMBER: D1.HHK.CL3.05

UNIT DESCRIPTOR: This unit deals with skills and knowledge required to perform the laundering of linen and guests clothes functions required
in an on-premises laundry within an accommodation facility.

ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE

Element 1: Identify the role of an on-premise Unit Variables

laundry
The Unit Variables provide advice to interpret the scope and context of this unit of
1.1 Differentiate between an on-premise laundry competence, allowing for differences between enterprises and workplaces. It relates to the
and an off-premise laundry unit as a whole and facilitates holistic assessment.
1.2 Identify the equipment that may be found in This unit applies to all industry sectors that operate their own in-house laundering facilities
an on-premise laundry within the labour divisions of the hotel and travel industries and may include:
1.3 Identify the cleaning agents and chemicals 1. Housekeeping
used in an on-premise laundry
Differentiate between an on-premise laundry and an off-premise laundry may be related to:
1.4 Identify the documentation that is used to
 Relative advantages of each
monitor, control, and charge for items
laundered  Relative disadvantages and limitations of each
1.5 Identify the linen items that may be  Factor to consider when selecting the laundering option for an establishment.
laundered in an on-premise laundry Equipment in an on-premise laundry may include:
1.6 Identify guest clothes that may be laundered  Washers/extractors
in an on-premise laundry

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1.7 Describe the roles of staff employed in an  Washer/dryer

on-premise laundry
 Dryers

1.8 Establish costs associated with operating an  Irons

on-premise laundry
 Folding equipment
1.9 Identify laundry service types that exist
 Steam presses
within the industry
 Bucks
Element 2: Collect laundry for laundering
 Spotting gun
2.1 Pick-up guest clothes in accordance with
enterprise requirements  Sorting baskets and shelving
2.2 Pick-up in-house items in accordance with  Heat sealing equipment and roll plastic
enterprise requirements
 Hangers.
Element 3: Perform laundering functions
Cleaning agents and chemicals may include:
3.1 Sort items lodged for laundering
 Water, impact of quality and temperature
3.2 Count items lodged for laundering
 Alkalis
3.3 Assess stains on items
 Detergents, all types
3.4 Spot clean stains as required
 Softeners
3.5 Identify appropriate cleaning method for
items  Bleaches
3.6 Operate equipment to achieve intended  Sours
cleaning result
 Emulsifiers
3.7 Effect repairs as required
 Conditioners
Element 4: Process laundered items
 Builders
4.1 Perform post-cleaning laundry activities
 Solvents, for dry cleaning
4.2 Check results of cleaning and take

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appropriate additional action, if required  Mildewcide

4.3 Process internal records and billing  Sequestrants
instructions
 Iron control agents
4.4 Produce necessary internal laundry reports

Element 5: Return laundered items  Spotting agents

5.1 Deliver guest clothes to guests in  Safety requirements in the use and storage of chemicals and cleaning agents
accordance with enterprise requirements
 Compliance with manufacturer’s instructions.
5.2 Deliver in-house items to departments in
Documentation may include:
accordance with enterprise requirements
 Laundry list
 Dry cleaning list
 Press only list
 Guest request forms
 Repair form
 Damaged items form
 Guest charge form, for posting of charges to guest account
 Guest notification form, for advising of problems/issues with guest clothes sent for
laundering
 Requisitions
 Dockets.
Linen items refer to any internal items that the establishment requires laundered and may
include:
 Uniforms, suits, jackets, slacks, skirts, shirts, blouses, dresses, traditional uniforms,
overalls, kitchen uniforms, accessories, such as necktie, scarf, apron
 Bed linen, blankets, beds covers, bed skirts, bed pads, pillowcases

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 Towels, guest-room towels and towels from operational departments, such as tea-towels
 Table linen, skirting
 Decoration linen
 Curtains
 Cleaning cloths and swabs.
Guest clothes may include:
 All manner of male and female clothing
 Items forwarded for dry cleaning, cleaning, pressing, repairing
 Identification of items that will not/cannot be processed in-house.

Roles of staff may relate to:

 Collecting and delivering/returning items
 Counting and checking items
 Sorting
 Stain identification
 Pre-wash activities
 Washing, machine and hand wash
 Dry cleaning
 Drying
 Pressing
 Repairing/mending
 Folding
 Processing documentation and forwarding charges for posting to guest accounts and
internal departments.

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Costs may relate to:

 Labour
 Equipment
 Purchase of linen, uniforms, etc

 Chemicals and cleaning agents

 Opportunity cost, that is, revenue foregone by virtue of space required for laundry that
cannot be used to generate room, or other revenue.
Laundry service types may refer to:
 Express services
 Normal services
 Urgent services
 Involvement of outside agencies/laundries.

Pick-up guest clothes may include:

 Verifying items lodged
 Checking accompanying documentation
 Ensuring room and guest can be identified
 Clarifying special requests
 Confirming service required
 Adhering to advertised pick-up/collection times
 Identifying urgency of service required
 Transporting items to laundry.

Pick-up in-house items may relate to:

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 Completion of relevant documentation

 Counting and checking items
 Liaising with staff regarding stains and damage
 Matching pick-up of items with individual department need

 Identifying need for exchange or replacement of items to enable service to continue

 Transporting items to laundry
 Exchanging clean for dirty
 Topping-up to imprest levels.
Sort items may relate to:
 Sorting by service required
 Sorting by source
 Sorting by urgency
 Sorting by colour/colour fastness
 Sorting by item type
 Sorting by soil and stain
 Sorting by fiber and fabric
 Sorting by laundering method to be applied
 Separation of damaged items
 Checking pockets for contents
 Checking clothing for jewellery.

Count items may relate to:

 Physically checking items against accompanying documentation

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 Weighing loads
 Counting baskets.

Assess stains may relate to:

 Visual recognition of colour, appearance, location and identification of stains
 Consideration of stain by feel and odour
 Liaison with staff and guests to identify stains
 Tests to identify stains
 Use of charts and tables
 Differentiation between emerged stains, absorbed stains and compound stains
 Classification of dirt:
 Washable dirt
 Solvent soluble dirt
 Bleachable dirt.

Spot clean stains may relate to:

 Application of spotting agents for paint, ink, fat/oil, rust, blood, grass
 Use of a variety of techniques to remove spots as dictated by item type, type of stain and
location of stain.

Cleaning method may relate to:

 Machine washing
 Hand washing
 Dry cleaning
 Determination of cycle and program to use, where applicable

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 Selection and application of chemicals and cleaning agents

 Dosage rates for cleaning agents and chemicals

 Water temperature
 Complying with manufacturer’s instructions in use of equipment
 Complying with care and textile labelling requirements
 Safety factors prior to, during and after operation of equipment
 Energy saving strategies.
Repairs may relate to:
 Basic repairs to guest clothes and uniforms, repairing tears, replacing buttons
 Sending items out for repair
 Condemning internal linen.

Post-cleaning laundry activities may relate to:

 Drying
 Folding
 Ironing
 Steam pressing, including use of guns and bucks
 Stacking.

Results of cleaning may relate to:

 Checking stain removal
 Creases
 Colour fastness
 Freedom from rips and damage

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 Freedom from odour

 Scorch/burn marks

 Shrinkage
 General damage, missing buttons, damaged material and buckles
 Overall finished quality of items.
Appropriate additional action may relate to:
 Re-washing
 Re-pressing
 Re-folding
 Re-packing
 Condemning internal items
 Sending items outside for professional attention.

Internal records and billing instructions may relate to:

 Equipment usage records, hours run, repairs and maintenance
 Maintenance request forms
 Charge sheets
 Laundry vouchers
 In-house laundry reports
 Quality assurance documentation and checks.

Deliver guest cloths to guests may relate to:

 Wrapping and packing procedures
 Heat sealing of packages

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 Use of hangers
 Adhering to promised timelines

 Transportation of items to appropriate destination, guest room, valet, housekeeping

 Application of appropriate guest service skills
 Explanation of procedures undertaken and problems/difficulties encountered
 Obtaining signature or payment, as/if required
 Dealing with guest dissatisfaction
 Resolving laundry issues and dealing with item shortages
 Storing guest items in laundry where return to guest is not possible.
Deliver in-house items to departments may relate to:
 Complying with required usage quantities and times
 Obtaining signature
 Completing relevant internal documentation
 Identifying future need.

Assessment Guide
The following skills and knowledge must be assessed as part of this unit:
 The enterprise’s policies and procedures in regard to safety and security of guest items
and establishment items
 The enterprise’s policies and procedures in regard to safe handling of chemicals and
cleaning agents
 The enterprise’s policies and procedures in regard to use of establishment property and
equipment
 The enterprise’s policies and procedures in regard to documentation that underpins the
posting of charges to guest accounts and inter-department accounting

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 Principles of cleaning, dry cleaning and basic repair work to garments and linen

 Principles of infection control

 Knowledge of fabrics, fibers
 Ability to use laundry techniques and laundry equipment
 Ability to safely handle chemicals and cleaning agents
 Customer relations and customer service skills.
Linkages To Other Units
 Receive and resolve customer complaints
 Provide valet services to guests
 Process transactions for purchase of goods and services
 Maintain and operate an industrial laundry.
Critical Aspects of Assessment
Evidence of the following is essential:
 Understanding of stain charts and the demonstrated ability to identify stains and
determine correct treatment for same
 Demonstrated ability to sort, count and check guest and in-house laundry items
 Demonstrated ability to read and interpret care and textile labels on garments
 Demonstrated ability to use washing equipment/extractors and apply hand washing
techniques
 Demonstrated ability to use drying machines
 Demonstrated ability to use pressing, ironing, steaming and folding equipment
 Demonstrated ability to wrap and pack guest clothing, uniforms and general linen items
 Demonstrated ability to effect basic linen and clothing repairs
 Demonstrated ability to implement internal linen control procedures and process internal

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documentation.

Context of Assessment
This unit may be assessed on or off the job
 Assessment should include practical demonstration either in the workplace or through a
simulation activity, supported by a range of methods to assess underpinning knowledge
 Assessment must relate to the individual’s work area or area of responsibility.

Resource Implications
Training and assessment to include access to a real or simulated workplace; and access to
workplace standards, procedures, policies, guidelines, tools and equipment.

Assessment Methods
The following methods may be used to assess competency for this unit:
 Observation of practical candidate performance
 Inspection of laundered products
 Oral and written questions
 Third party reports completed by a supervisor
 Project and assignment work.

Key Competencies in this Unit

Level 1 = competence to undertake tasks effectively
Level 2 = competence to manage tasks
Level 3 = competence to use concepts for evaluating

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Key Competencies Level Examples

Collecting, organizing and analysing 1 Reading care and textile labels;

information reading chemical and cleaning agent
labels

Communicating ideas and information 1 Passing on information about stains

Planning and organizing activities 1 Planning laundry workload and

priorities

Working with others and in teams 1 Cooperating with staff to delivered

required laundry items

Using mathematical ideas and techniques 1 Calculating dosage rates for

chemicals and cleaning agents;
processing charges

Solving problems 1 Determining stain treatment;

resolving guest complaints

Using technology 1 Operating laundry equipment

2. Evidence that you understand the construction of an ASEAN competency standard and can identify what to
assess in a competency standard

(Knowledge and skills and attitude based on the Performance Criteria

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3. Evidence that you have knowledge of the difference between assessment methods and an assessment tool

Assessment methods refer to how the competency is to be performed while assessment tools can be used in combination or
by themselves provided that they test and measure the competency.Tools are used to collect and interpret evidence of
competence.

4. Evidence of your knowledge of the principles of assessment

(Fairness, Reasonable adjustment; reliability; flexibility and validity.

5. Evidence of your knowledge of the rules of evidence

Valid ,sufficient, current ,authentic

6. Evidence of your ability to distinguish between Direct, Indirect and Supplementary evidence

Direct evidence refers to the direct observation of the observer;indirect refers to evidences which may be seen through role
plays,projects,assignments;simulatins and third party reports while supplementary evidence used where additional information is required ,third
party questions both oral and written

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7. Assessment Matrix

Name: Lagtapon,Keena Country: Philippines

Competency unit Launder linen and guests’clothes

elements Oral questions Third party Observation Written test

reports Checklist

Element 5:Return
laundered items

Deliver guest 2,1 5.1 2,3,4,5

clothes to guests in
accordance with
enterprise
requirements

Deliver in-house 3,4 5.2 1

items to
departments in
accordance with
enterprise
requirements

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8. Assessment Strategy Map

Name: Lagtapon,Keena Country: Philippines

Competency unit Launder linen and guests’clothes

Competency Linkage/Element
Assessment Tool ASEAN Toolbox Resource Reference
number

Observation Checklist : D1.HHK.CL3.05

Oral Question Element 5: Return laundered items TG slide no.29-32
5.1 Deliver guest clothes to guests in TM:pp.66-69
Written Test
accordance with enterprise requirements
5.2 Deliver in-house items to departments in
accordance with enterprise requirements

Linkages To Other Units D2.TRM.CL9.12 pp23-27

 Receive and resolve customer complaints

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9. Evidence of Conduct of Assessment

9.1 Assessment decision grid

The competency standard being assessed: Launder linen and guests’clothes

Critical Evidence Does it relate to Is there enough Is it up to Is it the candidate’s

evidence collected the standards of it? (Sufficient) date? own work?
required being assessed? (Current) (Authentic)
(Valid)
Element 5.1 Oral Question
Demonstrated Written Question
ability to    
implement Observation
procedures for Checklist
proper return of
laundered items
Element 5.2
Demonstrated ability to
implement internal linen
control procedures and
process internal
documentation.

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9.2 Oral Questions

Student name Josephine Primavera

Assessor name Lagtapon,Keena

Location/venue Iligan Medical Center College

Unit of Launder linen and guests‟ clothes

competency D1.HHK.CL3.05

Instructions 1. Ask student questions from the attached list to confirm

knowledge, as necessary
2. Place tick in boxes to reflect student achievement
(Competent ‘C’ or Not Yet Competent ‘NYC’)
3. Write short-form student answer in the space provided
for each question.

Response
Questions
C NYC

1.How are in-house items returned to the correct department ensuring the
 
right items are returned to the proper department?

 
2.If you are delivering guest laundry back to the guest room and there is a
“Do not disturb” sign on the door, what action would you take?

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3.What is the purpose of laundry docket list?  

4.Why do you have to inform the guests that the laundry has been  
delivered?

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9.3 Written Questions

Unit of Launder linen and guests’ clothes

competency

Student Name: Josephine Primavera

Answer all the following questions and submit to your Trainer.

1. Why is it important to maintain accurate laundry records?

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

2. How do you return laundered clothes to guests?

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

3. Why is it necessary to double check the number of items to be returned to

the guests?

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

4. Why do you need to get the signature of the guests upon return of
laundered items?

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

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5._________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

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9.4 Observation Checklist

Student name Josephine Primavera

Assessor name Lagtapon,Keena

Location/venue Iligan Medical Center College

Unit of competency Launder linen and guests’ clothes

Dates of
observation

Instructions 1. Over a period of time observe the student completing

each of the following tasks:
a)Return laundered items

2. Enter the date on which the tasks were undertaken

3. Place a tick in the box to show they completed each
aspect of the task to the standard expected in the
enterprise
4. Complete the feedback sections of the form, if
required.

Did the candidate Ye No

s

5.1Deliver guest clothes to guests in accordance with enterprise requirements  

5.2Deliver in-house items to departments in accordance with enterprise  

requirements

Did the student’s overall performance meet the standard?  

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Feedback to student and trainer/assessor

Strengths:
The trainee is knowledgeable in terms of the proper procedures of returning
laundered items to guests.

Improvements needed:
Service with a smile. Practice on it.

General comments:
The trainee is competent .

Candidate August
Date
signature 15,2014

August
Assessor signature Keena O.Lagtapon,RN,MM Date
15,2014

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9.5 Competency Recording Sheet

Name of Student Josephine Primavera

Name of Assessor/s Lagtapon,Keena
Unit of Competency Launder linen and guests’clothes
Date assessment August 15,2014
commenced

Date assessment finalized August 15,2014

Assessment decision Competent / Not Yet Competent (Circle one)
Follow up action required No follow up nor additional work and assessment needed
(Insert additional work and
assessment required to
achieve competency)

Comments/observations The assessee is competent in the unit of competency observed.

by assessor/s

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Observation
Element & Performance Criteria Oral Questions Written Questions
of skills

Element 5: Return of Launder

Items

5.1Deliver guest clothes to guests in

accordance with enterprise requirements   

5.2.Deliver in-house items to departments in

accordance with enterprise requirements

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II. ASSESSMENT EVIDENCES

Competency: Launder linen and guests’clothes

Assessment Tool Direct Evidence Indirect Evidence Supplementary

Observation 
Checklist
Questionnaire 

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III. MASTER TRAINERS ASSESSMENT PORTFOLIO

1. Learning /Training Plan

Name: Lagtapon,Keena Country: Philippines

Competency unit Launder linen and guests’clothes

Training Organisation Iligan Medical Center College

Client TESDA SCHOLARS PESFA

Program name Housekeeping

Number of learners 25

Purpose/focus To launder linen and guests’ clothes

Qualification Must be physically and mentally fit ;at least high school graduate;at least 17 years of of age

Competency Launder linen and guests’ clothes

standards
Profile of learner High school graduates; aged 17 years and above
group
Program duration 25 hours
(total)
Assessment Formative

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Prerequisites Common and generic Competencies

Resources CATC (Common Asean Tourism Curriculum

Venue information San Miguel Village,Iligan City

Pre-program Training Induction Program

information or pre- Program Orientation
work

Administration Facilitators

People to be Trainees;Trainors;
informed

Safety Incident or Inform trainors immediately

issues hazard
reporting

Emergency Identify and provide information on evacuation plan /visible signs of emergency exits;
procedures

OHS info for Orient trainees on the use of PPE ;proper grooming
participants

Specific support Materials needed for the specific training such as sorters; sample clothes to be laundered;Trainees’
requirements of Manual;Other resources such as textbooks and learning materials
learners

Other organisational Compliance of the other institutional admission requirements (ID; honourable dismissal;good moral
requirements character;FORM 137

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2. Session Plan

Name: Lagtapon,Keena Country: Philippines

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Session Competency Launder linen and guests’ clothes

Number: Unit

Objective: By the end of the training session ,the trainees would be able to assimilate good customer service
by delivering timely the correct number of laundered items for guest satisfaction.

Time Topic Class Activity Resources

Attendance Sheet/Seat plan with
pictures
Video Prayer

Laptop, LCD & ppt slides

Questionnaire

Materials for Demonstration

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Objective: By the end of the training session ,the trainees would be able to assimilate good customer service
by delivering timely the correct number of laundered items for guest satisfaction.

Time Topic Class Activity Resources

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1. Assessment Matrix

Name: Lagtapon,Keena Country: Philippines

Competency unit Launder Linen and Guests’Clothes

Oral questions Observation Checklist Written test

Element
5:Return
laundered
items

Deliver 2,1
guest
clothes to
guests in
accordance
with
enterprise
requirement
s

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Deliver in-
house items
to
departments
in
accordance
with
enterprise
requirement
s

2. Assessment Strategy Map

Name: Lagtapon,Keena O. Country: Philippines

Competency unit Launder linen and guests’ clothes

Competency Linkage/Element
Assessment Tool ASEAN Toolbox Resource Reference
number

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Observation Checklist Element 5 Return Laundered Items

Oral Questions
Written Questions Deliver guest clothes to guests in
accordance with enterprise requirements
Deliver in-house items to departments in
accordance with enterprise requirements

3. TRAINING POWERPOINT SLIDES

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IV. PRIOR LEARNING Case Study

1. POWERPOINT SLIDES
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www.dot.gov.ph
www.tesda.gov.ph
http://www.tourismindustryboard.org