Nominal Hours
30 Hours
Unit Descriptor:
This unit of competency covers the knowledge, skills and
attitudes required to provide housekeeping services to guests.
It includes receive housekeeping requests, service
housekeeping requests, provide advice to guests and liaise with
other departments.
Elements of Competency:
Performance Criteria
Bold and Underlined terms are elaborated in the Range of
Variables.
1. Receive housekeeping
requests:
1.1 Housekeeping requests from guests is accepted
1.2 Housekeeping requests from staff is accepted
1.3 Housekeeping requests is recorded according to work
place requirements
1.4 Time for provision/delivery of identified service or items
to guest room is advised
2. Service housekeeping
requests
2.1 Other staff to obtain and/or deliver identified service or
items are liaised
2.2 Required items to guest room are located and delivered
2.3 Equipment is set in guest rooms
2.4 Items form guest rooms are removed as required
3. Provide advice to
guests
3.1 Guests on services and items available are advised
through the housekeeping department
3.2 Use of items delivered to guest room is advised to guest as
required
3.3 Use of items delivered to guest room is demonstrated, as
required
3.4 Other staff and departments are liaised to provide
supplementary advice where appropriate
4. Liaise with other
departments
4.1 Malfunctions are reported as required
4.2 Management of dangerous or suspicious circumstances
are advised
4.3 Participated in planning to enhance service delivery
standards and equipment purchase
Range of Variables
Variables Range (may include but not limited to):
1. Housekeeping
requests from guests
1.1 Instances where there has been a breakdown in normal
room servicing and remedial service is required, such as
rectification cleaning
1.2 Removing unwanted or defective items from rooms
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1.3 Cleaning up spills
1.4 Extra equipment to cater for additional guests
1.5 Replacement items to replace defective items
1.6 Information regarding in-house services and products
1.7 Information regarding local services, attractions, transport,
shops, entertainment
1.8 Emergency doctor on call
1.9 Complementary facilities
2. Housekeeping
requests from staff
2.1 Room service
2.2 Valet
2.3 Concierge
2.4 Maintenance
3. Housekeeping
requests
3.1 Use of appropriate guest contact skills
3.2 Recording and confirming name and room number
3.3 Use of appropriate internal form
3.4 Apologizing, where appropriate
3.5 Confirming detail of required service and/or items
4. Service or items 4.1 Roll away beds
4.2 Additional pillows, blankets and bed linen
4.3 Additional towels, bath mats and face washers
4.4 Ironing boards
4.5 Supplementary „giveaways‟ and room supplies
4.6 Facilitation of repairs and maintenance
4.7 Replacement batteries for remote control units
4.8 Response to lost and found situations
4.9 Small electrical appliances, including kettles and jugs, TV,
video, hair dryers, irons, radios and alarm clocks
4.10Telephones
4.11Compendiums
4.12In-room promotional materials
4.13Mini bar
5. Equipment 5.1 Delivery of the item to the guest room
5.2 Entry to guest room in accordance with work place
protocols
5.3 Removal of defective products/items
5.4 Placement/replacement of item
5.5 Testing of item to confirm correct operation
6. Items 6.1 Disconnection of defective/unwanted item
6.2 Physical removal from the guest room
6.3 Liaison with other department to facilitate removal of
items, where necessary
6.4 Tagging and logging of defective items in accordance with
internal and safety requirements
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7. Guests on services
and items available
7.1 Informing guests of alternatives available from
housekeeping
7.2 Informing guests of items and services available through
other departments
8. Use of items 8.1 Consideration of operational and safety issues
8.2 Confirming guest’s understanding
8.3 Checking on additional guest needs
9. Use of items delivered
to guest room
9.1 Confirming full operational effectiveness of items
9.2 Encouraging guest to confirm understanding by
demonstrating their operational competency
10. Malfunctions 10.1 Verbal notification to relevant personnel
10.2 Completion of required intern documentation such as
maintenance requests, out of order forms
11. Dangerous or
suspicious
circumstances
11.1 Unacceptable guest behavior, such as intimidating,
illegal, anti-social, violent, harassing behaviors
11.2 Unacceptable noise or dress
11.3 Ensure the guest identities
11.4 Guest numbers, such as too many guests a room
11.5 Presence of drugs or weapons
11.6 Presence of black-listed persons
11.7 Discovery of members of the public in prohibited or
restricted areas
12. Participate in
planning
12.1 Identifying staff whose work is regularly the source of
rectification cleaning
12.2 Identifying items and equipment that are subject to
regular complaint or breakdown
12.3 Identifying items that are regularly requested
Evidence Guide
The evidence must be authentic, valid, sufficient, reliable, consistent and recent and meet the
requirements of the current version of the Unit of Competency.
1. Critical aspects of
competency
Assessment required evidence that the candidate:
1.1 received housekeeping requests
1.2 serviced housekeeping requests
1.3 provide advice to guests
1.4 liaised with other departments
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2. Underpinning
knowledge
2.1 Work place’s policies and procedures in regard to the
delivery of guest services
2.2 Housekeeping services and procedures
2.3 Safety and security procedures relating to guests, and to
staff working in guest rooms
2.4 Liaison skills with internal and external providers
2.5 Research and acquisition skills to source items requested
by guests
2.6 First aid
2.7 Loan items
2.8 Amenities, supplies and accessories
3. Underpinning skills
3.1 Negotiating and use problem solving skills
3.2 Applying problem solving abilities to resolve guest issues
3.3 Using fire extinguisher
3.4 Handling tools and equipment
4. Underpinning
attitudes
4.1 Commitment to occupational health and safety
4.2 Promptness in carrying out activities
4.3 Sincere and honest to duties
4.4 Environmental concerns
4.5 Eagerness to learn
4.6 Tidiness and timeliness
4.7 Respect for rights of peers and seniors in workplace
4.8 Communication with peers and seniors in workplace
5. Resource implications
5.1 Workplace (actual or simulated)
5.2 Tools and equipment
5.3 Quality materials for performing work activities
5.4 Fire extinguisher
5.5 Uninterrupted power supply
6. Methods of
assessment
Competency should be assessed by:
6.1 Written test
6.2 Demonstration
6.3 Oral questioning
7. Context of assessment
7.1 Competency assessment must be done in NSDA
accredited assessment centre
7.2 Assessment should be done by a NSDA
certified/nominated assessor
Accreditation Requirements
Training Providers must be accredited by National Skills Development Authority (NSDA),
the National Quality Assurance Body, or a body with delegated authority for quality
assurance to conduct training and assessment against this unit of competency for credit
towards the award of qualification under NSQF. Accredited providers assessing against this
unit of competency must meet the quality assurance requirements set by NSDA.
