Clean and Prepare Rooms For Incoming Gue
Clean and Prepare Rooms For Incoming Gue
Clean and Prepare Rooms For Incoming Gue
LEARNING MATERIAL
Sector
TOURISM
Qualification Title
HOUSEKEEPING NCII
Unit of Competency
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.
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.
LIST OF COMPETENCIES
HOUSEKEEPING NCII
Unit of Competency
Introduction:
The unit deals with the skills and knowledge required from housekeeping
attendants to clean and prepare rooms for incoming guests in a commercial
accommodation establishment.
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
LO 3. Make up beds
CONTENT:
1. Guest arrival list and guest history are reviewed based on guest folio.
2. Guest is greeted and acknowledged by use of name whenever possible.
3. Up selling and selling techniques are prepared in accordance with industry policy and
procedure
4. Guests are courteously advised on correct usage of equipment
5. Malfunctions are promptly reported in accordance with Standard Operating Procedures, and
where possible, alternative arrangements are made to meet guest needs.
6. A collection time for requested equipment is agreed upon where appropriate.
7. Coordination with other department is done in accordance with hotel’s organizational structure
and its function.
8. Guest requests are noted and coordinated with other department concerned
CONDITIONS:
ASSESSMENT METHOD:
5 Date Developed: Document No. HKNC11-001
CBLM May 2015 Issued by:
Date Revised:
Housekeeping NCII
May 2015
PCDS
Developed by:
“Clean and Prepare rooms for incoming MOISES, JR. D. BAULA REVISION # OI
guests”
Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
Term Explanation
A product, normally in liquid format, used to clean
Chemical
a surface
Introduction
Housekeeping is an important area in any accommodation property.
Most people see housekeeping as simply ‘cleaning guest rooms’ but from an
operational perspective there is a lot more to housekeeping than just that.
The role of housekeeping is to ensure the comfort and safety of guests whilst they
are staying at a hospitality organisation.
This is the guest’s 'home away from home'. It is essential that that a guest is able to
enjoy their room in the same manner and with the same ease as they would enjoy in
their own house. The aim of housekeeping is to strive to enable guests to access
items as easily as in their own home.
It is therefore important that housekeeping staff maintain a professional level of
integrity, especially staff who clean rooms. Housekeeping staff must have high levels
of integrity, honesty and discretion as a guest needs to feel that what takes place or
what is left in their room must be safe and remain confidential.
Understandably an accommodation room is considerably smaller in size than the
customer's normal residence and therefore items that they may need might not be in
immediate access.
A hotel cannot provide all the necessary items a customer may
need inside each and every room for a
number of reasons:
The room size is too small
It would become cramped for space
Not all customers need all items
The capital outlay for a business would be
considerable
It reduces the chance of damage and theft.
Therefore it is vital that housekeeping are able to
get a requested item to a room in the shortest
possible time.
Introduction
Any contact that housekeeping has with a guest has the
potential for a request to be made by the guest.
The reality is that guests rarely speak with
housekeeping staff unless they have a need to do so,
so be aware of this and be ready to respond
appropriately.
Introduction
After a request has been received, recorded and confirmed, you should provide the
guest with an estimated timeframe as to when the request will be met.
Time delays
Despite your best efforts there will probably be times when a breakdown arises in
relation to services provided by the housekeeping department.
In all instances the guest should receive an apology for this lapse in service and
appropriate remedial action should be taken immediately, where appropriate, to try to
retrieve the situation to the best extent possible.
19 Date Developed: Document No. HKNC11-001
CBLM May 2015 Issued by:
Date Revised:
Housekeeping NCII
May 2015
PCDS
Developed by:
“Clean and Prepare rooms for incoming MOISES, JR. D. BAULA REVISION # OI
guests”
Examples of breakdown in providing housekeeping services to
rooms
This breakdown in service provision may result from:
Sub-standard servicing of the guest room when the
room was prepared – someone may have missed
cleaning an item, an area or item may not have
been properly cleaned, guest supplies may not have
been re-stocked
A previous promise to deliver a service may not
have been fulfilled – a guest who was promised a
replacement hair dryer may not have been supplied
with one. The task could have been forgotten or a
message for another staff member may have been
misplaced
A room displaying a ‘Do Not Disturb’ sign and the
room attendant responsible for that room not
notifying the Floor Housekeeper that, at the end of the shift the sign was still in
place and the room had not been serviced
A promise to deliver something to a room by a
certain time may not be able to be met – perhaps
the item required is out-of-stock or there are
insufficient staff to meet the promised timeline
An item that was promised to a guest turns out to be
unavailable and can’t be supplied as promised.
In essence, anything that:
Fails to deliver the service that either we promised
Fails to deliver the service the guest expected
Fails to meet house service delivery standards.
can be said to be a breakdown in service delivery and should be apologised
for.
Title:
WORK PROJECT
Performance Objectives:
It is a requirement of this Unit you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant proof
of completion of the project to your Trainer by the agreed date.
Supplies:
Equipment:
NONE
Steps/Procedure:
Criteria YES NO
2. A common request where the guests spend a lot of time in their room.
a. Additional equipment in their room
b. Additional beddings
c. Extra bathroom guest supplies
d. Vases
3. A guests may also contact housekeeping when making a _________ enquiry.
a. Lost and found
b. Reparis
c. Servicing of room
d. Conversion board
MULTIPLE CHOICES:
1. A
2. D
3. A
4. B
5. D
CONTENTS:
1. Housekeeping and Front Office forms
2. Codes and regulations
3. Handle queries through telephone, fax machine, internet and e-mail
4. Interpersonal skills: Communication and listening skills
5. Upselling and selling techniques
ASSESSMENT CRITERIA:
1. Requests are handles in a polite and friendly manner in accordance with the establishment’s
customer service standards and security procedures.
2. Guest is acknowledged by use of name whenever possible
3. Details of requests made are confirmed and noted in accordance with industry procedures
4. Appropriate apologies are made when requests has arisen from breakdown in room service
5. Timeliness fro meting requests are agreed upon with guests
6. Requested items are promptly located and delivered within agreed timeframes.
7. Items for pick-up are collected within agreed timeframes
CONDITIONS:
Student/ trainee must be provided with the following:
Tools Equipment Materials/ Supplies
brooms Telephone Pen and paper
squeegees Computer Housekeeping/ FO forms
dust pans guest room (complete and operating manuals
operational laboratory)
rugs for various purposes refrigerator room supplies and amenities
toilet bowl brush electric fan brochures and rates
toilet pump air conditioning unit cleaning chemicals
gloves shelves first aid kit
mop squeezer alarm clock
step ladder television and video player
buckets vacuum cleaners
sorting baskets carpet sweeper
brushes baby’s crib
roll-away beds/ cots
caddy/ trolley
METHODOLOGY:
Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT CRITERIA
Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
Learning Outcome # 2
Introduction
As identified in the past section, guests or staff may have requests which must be
addressed. In some cases these tasks can be performed by yourself or within the
housekeeping department.
In many cases, in order to respond to a guest request it requires the involvement of
other people or departments.
A guest is not concerned who handles their request. Their concern is that it is simply
handled in a satisfactory and timely manner.
Responsibility
Regardless if the request has been forwarded to
another person for completion it is important that you
ensure that the request is actioned.
Keep track of what is happening and where required
keep the guest informed of what is happening and
expected time for completion.
Once the request has been fulfilled, it is a good idea to
check with the guest to ensure they are satisfied with
the outcome.
Introduction
In most cases, it will be the responsibility of housekeeping to carry out any guest
requests that they receive.
This is generally fairly easy to do because moist requests relate to items that the
room attendant has ready access to – guest supplies are on the housekeeping trolley
and most other things requested are either in a Floor Housekeeping storeroom or can
be ‘borrowed’ from a vacant room.
In other cases, however, some requests may involve a bit more time and effort.
Introduction
From time to time the housekeeping department may be asked to help set up items
requested by guests.
These requests need to be accommodated as quickly as
possible because when such requests are made, guests are
usually waiting to use the items.
Log books
Some establishments will have a log book to record information about when and
where extra items were delivered and when they need to be collected.
When an item is recovered from a guest room and returned to the store (or the
vacant room from where it was borrowed), this log is signed to demonstrate that
return.
The log book assists in tracking assets and making sure all rooms have their
necessary items.
Introduction
Whilst the majority of requests involve items to be taken to the room, there are times
when requests involve items being taken from the room.
These items may be:
Title:
WORK PROJECT
Performance Objectives:
It is a requirement of this Unit you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant proof
of completion of the project to your Trainer by the agreed date.
Supplies:
Equipment:
NONE
Steps/Procedure:
Assessment Mthod:
Criteria YES NO
TRUE or FALSE
1. Staff members should ever use the phrase its not my job.
2. Never, ever to tell a guest or sorry, room service do that – perhaps
if you ring 22 someone there can help you.
3. Grab what is needed and take it to the guest room.
4. Use your product knowledge about the property to answer.
5. Might be able to inform the guest always.
TRUE or FALSE
1. F
2. T
3. T
4. T
5. T
CONTENTS:
1. Housekeeping and Front Office forms
2. Codes and regulations
3. Handle queries through telephone, fax machine, internet and e-mail
4. Interpersonal skills: Communication and listening skills
5. Upselling and selling techniques
ASSESSMENT CRITERIA:
1. Requests are handles in a polite and friendly manner in accordance with the
establishment’s customer service standards and security procedures.
2. Guest is acknowledged by use of name whenever possible
3. Details of requests made are confirmed and noted in accordance with industry
procedures
4. Appropriate apologies are made when requests has arisen from breakdown in room
service
5. Timeliness fro meting requests are agreed upon with guests
6. Requested items are promptly located and delivered within agreed timeframes.
7. Items for pick-up are collected within agreed timeframes
CONDITIONS:
Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHOD:
Learning Outcome # 3
MAKE UP BEDS
Learning Activities Special Instructions
This Learning Outcome deals with the
development of the Institutional Competency
Evaluation Tool which trainers use in evaluating
their trainees after finishing a competency of
the qualification.
Introduction
Once you have successfully entered the room, it is now time to start cleaning the room.
Usually one of the first tasks is to make the beds.
Beds will need to be stripped in all departing rooms and at
nominated intervals for staying guests.
Standard procedures for this process will apply in every
establishment as this is one of the most common tasks that
room attendants are required to perform.
Bed making tasks give rise to many injuries to staff and some
properties use two room attendants to service each room so
that, amongst other things, bed-making tasks can be
completed with less chance of injury.
Change when the condition of the linen requires it – such as situations where linen is dirty
or damaged.
Some properties will replace nothing if the guest is a short stay – which may be defined as
three nights or less. In this case, a guest who is known to be checking out after three days
may not have their bed linen changed even though standard practice is to change bed linen
every two days.
Some properties use fitted bottom sheets but where they are not used, you may be required
every day or second day to remove the bottom sheet, use the top sheet as the bottom sheet
and fit a fresh top sheet.
Stripping a bed
The room attendant should follow house procedures to strip a bed.
These can be individual to the property depending on whether one or
two staff are being used, and what linen is involved.
The following is a representative guide of what is involved:
1. Remove bedspread or duvet. – inspect and air, or replace as
required. All bedspreads etc are washed or dry-cleaned periodically
Blood
Shoe polish
The use of an overlay placed across the end of the bed to enhance eye appeal
Number of pillows provided – standard procedure may be to place only one pillow per
person on the bed with additional pillows available in the wardrobe of the room for guests
to help themselves to: in a stay room, if the guest has used two pillows per person then
the bed should be re-made following their preference
Placement of the pillows – the property may lie the pillows down, stand them up or
arrange them in some unique way
Number of blankets used – most properties use one blanket on a bed with extra blankets
available in the wardrobe or on request
Placement of a complimentary item on the bed – this may be done as part of the turn-
down procedures but may also be a standing requirement when servicing the room.
Mattress protector
Bottom sheet
Top sheet
Blanket
Bedspread
Pillows
Pillowcases.
American style
This features:
Mattress protector
47 Date Developed: Document No. HKNC11-001
CBLM May 2015 Issued by:
Date Revised:
Housekeeping NCII
May 2015
PCDS
Developed by:
“Clean and Prepare rooms for incoming MOISES, JR. D. BAULA REVISION # OI
guests”
Bottom sheet
Top sheet
Bedspread
Pillows
Pillowcases.
Norwegian style
This uses:
Mattress protector
Bottom sheet
Quilt
Quilt protector
Quilt cover
Pillows
Pillowcases.
Electric blankets are used in some hotels and where they are fitted, the electric blanket
security straps must be checked to ensure the blanket is straight and in place.
Make sure all the fresh linen to go onto the bed is placed onto a chair, table or couchwhile
you are making the bed – it must never be left on the floor
When you have finished making the bed, step back and inspect it to make sure it is right:,
then adjust as required
The way you make your bed at home is probably not going to be what is required at work
The way you made beds at your last employer is probably not going to be the same as
what is required with your current employer.
Introduction
Section 3.1 provided detailed instruction in how to make strip and make a bed. If a guest has
departed the room, it is vital that fresh bedding is used. But what if it is an ‘occupied’ room
where the guest is staying for more than one day?
Depending on the type of organisation you are, and the level of service provided, it is
becoming more common for bedding not to be changed on a daily basis. As environmental
awareness increases, many hotel managers and customers alike, do not feel the need for
sheets to be changed on a daily basis. However this cannot always be assumed. Therefore
many hotels have ‘Request Cards’ which allow the guest to decide if they require their
bedding to be changed. These cards are commonly found in hotel rooms throughout the
world.
Simply, guests place this card on the bed, which identifies that the guest would like their bed
linen changed. If this card is not placed on the bed, the existing bed linen will be used.
This practice has a number of benefits:
If they have removed the blanket or duvet, you may wish to place this in the cupboard or
folded back at the end of the bed
If they have more pillows, make the bed and position the pillows accordingly
If items such as books, magazines, glasses, clothes or other personal items were found
on the bed, place them neatly back on the bed in a similar position.
It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You
must submit documentation, suitable evidence or other relevant proof of completion of the
project to your Trainer by the agreed date.
3.1 To fulfil the requirements of this Work Project you are asked to submit evidence of you
making a bed with fresh bed linen:
3.2 To fulfil the requirements of this Work Project you are asked to submit evidence of you
making a bed using existing bed linen:
Make up Beds
Introduction
Many guests will have direct requests and are clear as to what housekeeping can
provide.
For some guests however this may be the first time in a hotel and are unsure what is
available for use in the room.
It is your role to provide assistance and information that may be suitable to their
needs. At times the guest may not directly tell you their need to be aware of signs
that may indicate their requirements.
Introduction
From time-to-time you will be required to help guests use
items delivered to or already in their room.
This may be because guests have had no experience with
this sort of item or because they have no experience with
the type or model of equipment in the room.
It should be remembered that in most situations the guest
is likely to feel embarrassed at having to ask for help so this must be taken into
account when providing advice and assistance.
Keys to providing advice
The prime requirement is that you, yourself, can operate the equipment effectively.
It is imperative that you make sure that you find out how to operate all the in-room
items where you work and you have to know all the features of very piece of
equipment.
In addition to this operational knowledge, important aspects of providing advice are:
Explain the functions and operations of all aspects of the item that the guest wants to
know about – including what all the switches, knobs do. Note that it may not be
necessary to explain all aspects of the item. Just focus on what the guests want to
know about or be able to do
Make sure all health and safety requirements are covered
– remember the property has a duty of care to all its
guests
Use clear terminology, simple words – stay away from
jargon
Use some simple questions to test their understanding of what you have explained to
them.
Introduction
Whilst providing advice is very helpful in helping a guest to use and enjoy items in a
rooms, quite often you will be required to demonstrate how an item is used.
As mentioned in the previous section, quite often a guest may not speak your
language and the only way to get your message across is to demonstrate.
Whilst it is important that you demonstrate an item in a clear and concise manner, it is
vital that the guest understands the demonstration and is able to perform the task
themselves.
Introduction
Each housekeeping staff member will be required to have a sound basic
understanding of the items in the guest room and how they operate. It is important to
remember that their role, first and foremost, is to ensure the room is clean and tidy.
Items
There are many items that are either located in the room or available to be sent to
the room. Some of these items may be:
Technologically advanced such as computers, data
projectors and internet access
Mechanically advanced – such as televisions, fridges and
air conditioners.
A staff member is not expected to understand the inner
workings or components of all items in the room and
therefore will not always be able to demonstrate or explain how to use it.
Services
Likewise, staff members will have a basic understanding of all the
items and services provided in the hotel but will not be able to
provide detailed descriptions.
In addition, many guests will require information on events or
activities in the local community which the staff member can not
fully describe in detail.
It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You
must submit documentation, suitable evidence or other relevant proof of completion of the
project to your Trainer by the agreed date..
3.1 To fulfil the requirements of this Work Project you are asked to research and identify:
The best methods to advise customers on information relating to items and services.
3.2 To fulfil the requirements of this Work Project you are asked to research and identify:
Tips to advise guests on the use of items delivered to the guest room.
3.3 To fulfil the requirements of this Work Project you are asked to research and identify:
Tips to demonstrate to guests how to use items delivered to the guest room.
3.4 To fulfil the requirements of this Work Project you are asked to research and identify:
Examples where housekeeping staff members will not be able to provide sufficient
advise or demonstrations to guests
Types of departments and ‘experts’ who can provide assistance to guests.
CONTENTS:
1. Housekeeping and Front Office forms
2. Codes and regulations
3. Handle queries through telephone, fax machine, internet and e-mail
4. Interpersonal skills: Communication and listening skills
5. Upselling and selling techniques
ASSESSMENT CRITERIA:
1. Trolleys and equipment are cleaned after use in accordance with safety and
enterprise procedures
2. All items are correctly stored in accordance with enterprise procedures
3. Supplies and items are checked and replenished or re-ordered in accordance
with enterprise procedures
4. Additional housekeeping services is provided as requested in accordance with
enterprise procedures
5. Turn over procedure for next shift is carried out in accordance with enterprise
procedures
CONDITIONS:
Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHOD:
Learning Outcome # 5
Introduction
Housekeeping has an extensive list of requirements and policies relating to what tasks a
room attendant should perform and how they should be performed.
The different sections in this manual will explain in detail the correct steps required in
cleaning different aspects of a room, however a ‘correct order’ for cleaning must be
determined.
As requested by guests
So that vacated rooms can be put back on the (Front Office) board for sale/occupancy
as soon as possible.
Factors impacting on the ‘correct order’
In some cases, room attendants from different floors may be required to go to a
nominated floor and combine their efforts to clean rooms on that floor where, for example,
a group has just vacated the rooms on that floor and another group is expected in to fill
them.
This will delay the cleaning of their allocated rooms on their floors.
In other cases, guests may be late checking out so the ‘going
rooms’ may not be able to be cleaned when anticipated.
There will be guests who affect your intended order of cleaning
rooms by displaying a ‘Do Not Disturb’ sign on their door.
As a result of noise caused during the cleaning activities and when moving about ion
the corridors
By providing a physical obstruction to them when they are moving about the corridors
etc
Through unwanted interruption to their activities in the room when you knock to offer
‘Housekeeping’.
Ways to minimise disruption to guests
When you understand the causes of a problem you are better placed to solve the
problem, so practical ways in which to minimise interruptions to guests are:
Remove any room service trays and cover them with a napkin as exposed stale food
is not a pleasant sight. These trays are usually placed in the corridor outside the room
for collection by the porter or room service staff.
Never throw out any items like magazines and newspapers belonging to the guest, no
matter how old they are
If business papers are out on the desk or table and obviously being used, avoid
cleaning or tidying that area, apart from emptying the waste paper bin
All cloths used in cleaning should be housekeeping issued – room towels and linen
should never be used for cleaning but check your house practices relating to the use
of bath towels for drying bathroom areas.
For detailed information how to perform different tasks by a room attendant when cleaning
a room please refer to the appropriate section in this manual.
Introduction
All rooms will have furniture, fixtures and fittings to some extent.
These relate to all the items in the room that may be used by a guest during their stay.
Furniture commonly refers to items in the room that are movable including beds, couches,
desks, television, clock radios etc.
Fixtures refer to items that are attached that are used by
the guest including air conditioning and light switches.
Fittings refer to taps, pipes and electrical aspects of the
room.
This section will explain some methods used to clean
fixtures and fittings.
Spray the cleaning agent onto the cloth - not onto the
surface to be cleaned
Skirting boards
Window sills
Cleaning bins
You should always wear protective gloves when cleaning the bin
and should be extra careful when handling the bin as many
hazardous items may have been thrown out by the guest – such
as broken glass, razor blades and syringes.
Always be vigilant for items that could cause any health or safety
risk.
Broken glassware or bottles should be wrapped up in newspaper and disposed of
separately and safely.
Waste bins should be properly cleaned by:
Tying the bin liner around the rubbish or emptying the bin directly into your waste bag
on the trolley
Introduction
All carpeted areas should be vacuumed and many non-carpeted
areas including wooden floors, tiled bathroom area, linoleum
floors in kitchenette may also require vacuuming.
It is essential that all surfaces are clean and free from dirt, dust
and other items.
Vacuuming
Introduction
Some venues may have a kitchenette included in the accommodation. This may come in
various shapes or forms and have different inclusions.
In apartment and self-catering style accommodation, the products included might be
detailed and include:
Refrigerator
Microwave oven
Dishwasher
Clean the inside of the refrigerator, including seals, with either hot soapy water or a
designated spray-on cleaner. Dry with a cloth when the cleaning has been done
Make sure food products and glasses are protected from chemical contamination
during the cleaning process. Covering them or removing them are the only safe
options. Adhere to what applies where you work
Don’t forget to check the refrigerator door seals for splits and cracks
Put them in your sink filled with very hot water and
dishwashing detergent
As these soak, dip a scrubbing sponge into the sink water and
wring
Wipe down each of the items in the sink with your sponge
For a coil electric stovetop, do this soaking method with the drip pans and knobs but
not the burners, which shouldn't be submerged and are self-cleaning
For a smooth electric stovetop, clean the surface with a nonabrasive scrubbing pad
and a liquid cook top cleaner. Finally, dip a sponge in hot soapy water, wring well, and
wipe the controls. Rinse and let dry.
Try to remove large or deep stuck food items with a metal spatula and gently chip off
any loose pieces
Wipe away
Let it soak
After a few minutes, rub down the glass with a nonabrasive scrubbing pad
Rinse with a wet sponge, and dry with a paper towel or microfiber cloth
Give the glass on the outside of the door a quick spray and wipe as well.
That all items have been removed and placed away in cupboards
That if items are found, they are processed as lost property if the guest has departed,
or neatly folded for a stay over guest
Cleaning kettles
Introduction
Guest supplies are an important part of many guest’s stay with a property, and an on-
going source of concern for venue owners and managers.
The best advice in relation to them is ‘find out what the rules are … and stick to them’.
Pens
Paper
Stationery
Envelopes
Promotional material
Iron
Fly spray
Electric jug
Introduction
Enterprise standards as they apply to preparing rooms for guests can relate to issues
such as:
Pens and message pads are located conveniently as required – next to bed, near
telephone. All pads and pens should be laid in identical position throughout the venue.
It is vital that all items in the room are:
Operationally ready.
There is nothing more frustrating for a guest to have to ask for and then wait for
something to be fixed, when it should have already been checked. This is even more
frustrating for a guest who has arrived on a long flight.
Introduction
Regardless of how well a room is maintained, general wear and tear will happen,
equipment will break down and other problems will occur.
It is natural and while it may be annoying, guests will have a level of understanding. That
said any problems with a room should be indentified and rectified before a room is
allocated to a guest.
Every property wants their current guests to return to them as repeat guests and to tell
their friends about how great their stay with us was so that their friends become guests
who are referred to us.
It is difficult to cultivate repeat and referral guests if their
room has defects of any kind. We must always remain very
much aware that in nearly all cases ‘guests have options’. If
we don’t deliver the service, facilities, and standard that they
want and expect, they can very easily stay somewhere else
next time.
It can be a sobering research activity to check the local
phone book and count the number of businesses that offer accommodation, all of which
are your competitors trying to take your guests and therefore your job.
Dripping taps
Ripped curtains and drapes that do not properly close – allowing others to see in and
unwanted light to come into the room
What to do?
When a defect or damage to fixtures or fittings is identified, two courses of action present
themselves.
The course of action chosen will depend on the seriousness of the damage and whether
or not someone could be harmed because of the problem.
All action taken should be in accordance with enterprise procedures.
The two possible courses of action are:
1. The item must be taken out of service immediately and replaced if possible – for
83 Date Developed: Document No. HKNC11-001
CBLM May 2015 Issued by:
Date Revised:
Housekeeping NCII
May 2015
PCDS
Developed by:
“Clean and Prepare rooms for incoming MOISES, JR. D. BAULA REVISION # OI
guests”
example, it may be possible in the immediate short-term to replace a hair dryer that is
not working (or is missing) in an occupied room with one from the floor housekeeping
store or from another room that shows as vacant on your room list.
Monitoring costs
Identifying high damage products – to develop policies and procedures to reduce and
prevent damage
Removing them from service for OSH and duty of care reasons.
Using the in-room phone to contact and notify directly either the maintenance
department or the housekeeper. Some properties have a ban on the use of guest
room phones so check to see what applies in your workplace
Identifying pests
All properties should have some form of standard and establishment-wide pest control
program in place.
This program usually combines the services of an external, professional pest control
company with regular internal efforts at pest control.
Regular checks of rooms done by the external pest control service (with their vehicle
parked around the back of the building – most people see the presence of a pest control
vehicle as evidence of a pest problem as opposed to regarding it as prevention) should be
at the centre of this program.
Where the established pest control program has not worked effectively and you identify
pests in a guest room, immediate action needs to be taken.
Besides being undesirable from an aesthetic point of view, pests in a guest room can
pose a serious health risk as well as present the potential for damage to walls and wires
from gnawing.
Flies
Cockroaches
Silverfish
Fleas
Spiders
Seeing them
Hearing them
Seeing evidence of their presence such as droppings, spots on walls and surfaces,
eggs, webs and cocoons.
Action to take
The exact action to take when pests have been sighted or are suspected must be in
accordance with the house procedures that apply.
You may be required to deal on-the-spot with flies, ants, cockroaches and spiders using
an aerosol spray but it is important to remember that some guests may be allergic to
insect sprays so use them sparingly.
Make sure you remove the bodies! A dead fly or a dead mouse looks as bad as a live
one.
Make sure you also remove any other evidence of the pests – webs, droppings.
Other pests may have to be notified to your supervisor, Head Housekeeper or the
Maintenance department for them to action. This notification should be immediate to
enable action to be taken as soon as possible.
Action to prevent a pest problem
An effective pest control program requires you to do whatever you can to keep the pests
out in the first place – in practice this means:
Making sure fly wire screens are fitted and in good condition
Checking to ensure food scraps are not lying on the floor anywhere in the room – in
the kitchen under the stove; under the bed
Introduction
Accommodation establishments are the setting for many illegal activities and all room
attendants must be alert for signs this is happening or may take place.
The role of a room attendant is this regard is only to ‘report’ – it is not to intervene, take
action or put themselves in harm’s way.
Members of the public can target floors and rooms with a
view to breaking and entering. If the thief has watched their
target leave the property to go on a three-hour tour they
know the target’s room will be ’safe’ for that period and it is a
relatively easy target.
Other guests will use their room for illegal activities that they
do not want to undertake at home.
Taking action
If you notice an item that looks unusual or suspicious, or see an
occurrence that is suspicious, appropriate action should be taken
immediately.
The appropriate action may be spelled out in the standard Emergency
Procedures for your venue.
The action may be to:
Explosives
Person in an area they shouldn’t be in – such as areas members of the public in areas
restricted for ‘Staff Only’ access
Introduction
From time to-time departing guests leave items in their rooms.
Sometimes this is an over-sight on their part and sometimes it is intentional.
Regardless, all guest property found in a check-out room must be handled in accordance
with house policy.
Date found
Date item was returned to the owner - after item has been claimed or sent to the rightful
owner.
Generally, lost property is kept for three months, however during that time the
establishment may attempt to contact the owner, especially if the item appears valuable
or the guest is a regular.
Newspapers, magazines and books – while it is common practice for staff to dispose
of newspapers from check-out rooms, check your house rules to make sure.
Also, find out about the house rules that relate to the disposal of magazines and books.
Can they be thrown out, or is there a requirement to hand them in?
What criteria apply, if any, to making the decision about keeping or throwing out these
items?
Cash – check to see if your venue has a special rule about cash that is found.
Regardless of what is considered is to be lost or found; it must be reported and recorded
according to organisational requirements.
It is a requirement of this Unit you complete Work Projects as advised by your Trainer.
You must submit documentation, suitable evidence or other relevant proof of completion
of the project to your Trainer by the agreed date.
5.1 To fulfil the requirements of this Work Project you are asked to submit evidence of
you being able to:
5.2 To fulfil the requirements of this Work Project you are asked to submit evidence of
you being able to explain or demonstrate how to:
Clean fixtures and fittings, identifying the items and their purpose
5.3 To fulfil the requirements of this Work Project you are asked to submit evidence of
you being able to explain or demonstrate how to:
Cleaning bins.
Vacuum floors and other areas
Vacuuming.
Clean kitchenette area, where applicable
What to do?
Identifying pests.
Taking action.
Handle guest property left in room from which guest departed
Portfolio
Written
The evidence must show that the trainee…
QUESTIONING TOOL
1.
2.
3.
4.
Safety Questions
1.
2.
3.
4.
Contingency Questions
1.
2.
Job Role/Environment Questions
1.
102 Date Developed: Document No. HKNC11-001
CBLM May 2015 Issued by:
Date Revised:
Housekeeping NCII
May 2015
PCDS
Developed by:
“Clean and Prepare rooms for incoming MOISES, JR. D. BAULA REVISION # OI
guests”
2.
3.
Rules and Regulations
1.
2.
Trainee name:
Trainer name:
Qualification:
Unit of competency:
Date of assessment:
Time of assessment:
Instructions for demonstration
Given the necessary tools, the candidate will be able to demonstrate, preparing and producing
bakery products following standard procedures within 15 minutes.
to show if evidence
DEMONSTRATION is demonstrated
Yes No N/A
During the demonstration of skills, did the candidate:
Questions Satisfactory
response
The trainee should answer the following questions: Yes No
1.
2.
3.
4.
5.
1.
Answer:
2.
Answer:
3.
Answer:
4.
Answer:
Trainee name:
Trainer name:
Qualification:
Unit of competency:
Date of assessment:
Time of assessment:
Instructions for Oral Questioning
The candidate will be assessed based on his/her answers to the given questions. The assessor should
not deviate from the standard questions provided herein.
Oral Questions Satisfactory
response
The trainee should answer the following questions: Yes No
1.
2.
3.
4.
5.
1.
Answer:
2.
Answer:
3.
Answer:
4.
Answer:
5.
Answer:
Candidate name:
Name of third party: Contact no.
Position:
Relationship with □ employer □ supervisor □ colleague □ other
candidate:
Please specify ________________________________________________
Please do not complete the form if you are a relative, close friend or have a conflict
of interest]
Dates the candidate worked with you From: To:
Competency Standards:
Unit of Competency:
We are seeking your support in the judgment of this candidate’s competence. Please answer these questions
honestly as a record of the candidate’s performance while working with you. Thank you for your time.