Competency standard UNIT TITLE: CLEAN AND PREPARE ROOMS FOR INCOMING GUESTS NOMINAL HOURS: 30 UNIT NUMBER: D1.HHK.CL3.03 UNIT DESCRIPTOR: This unit deals with skills and knowledge required to clean and prepare rooms for in-coming guests by room attendants to deliver housekeeping services in an accommodation facility. ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Identify the role of room attendants Describe the services delivered by a room attendant Locate the position of room attendants within the enterprise Identify the personal characteristics required of a room attendant Describe grooming and personal presentation standards for a room attendant Interpret enterprise policies and procedures for the provision of housekeeping services Identify and explain the role of communication in the provision of housekeeping services Unit Variables The Unit Variables provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. This unit applies to the delivery of housekeeping services in an industry sector that provides accommodation facility to guests within the labour divisions of the hotel and travel industries and may include: 1. Housekeeping Services delivered by a room attendant may be related to: Routine housekeeping and room servicing/cleaning duties Rotational cleaning duties Special area cleaning, such as sauna, steam room, nominated outside areas and nominated inside areas/rooms which may include private offices and public areas Turn down services Cooperation with other staff and departments, as required.
Check operational readiness of all items and equipment Report and remedy room defects and damaged items Report suspicious items or situations Handle guest property left in room from which guest departed Element 6: Provide additional housekeeping services Provide turn-down service Carry out rotational cleaning duties Lend equipment to guests, as requested in accordance with house policies Element 7: Prepare for next shift Complete required records and notifications Dispose of rubbish Clean and store trolleys Replenish stock items as necessary Clean housekeeping equipment prior to storage Notifying management of suspicious items or situations Notifying housekeeping supervisor where room occupancy appears not to coincide with room status sheets. Linen room supplies could include: Sheets of all sizes Pillowcases Bed skirts Towels, bat mats, face washers Blankets, duvets and duvet covers Linen bags Mattress and pillow protectors. Load housekeeping trolley with supplies may include: Cleaning agents and chemicals including spray bottles Vacuum cleaners Mops, buckets, brushes, pans Cleaning cloths and polishing cloths Protective equipment, such as gloves Consumables, including guest room supplies such as shampoo, conditioner, sewing kits, soap, pens, stationery, shower caps, tea, coffee, sugar, milk, biscuits Promotional materials, tourist information, refills for in-room compendiums. Check housekeeping trolley may relate to: Safety Appearance Operational effectiveness Completeness and readiness for work. Identify rooms to be cleaned may include:
Activity – General Discussion What are other ways to keep food and beverage away? Slide Slide No Trainer Notes Class Activity – General Discussion What are illegal activities that commonly take place in hotel rooms? How do you know they are happening? What can you do about it? Slide Slide No Trainer Notes Class Activity – General Discussion What are the common immoral activities that take place in guest rooms? What can you do it? Slide Slide No Trainer Class Activity – General Discussion What are common items found? Slide Slide No Trainer Notes Class Activity – General Discussion What are common suspicious occurrences or people?
Slide No Trainer Notes Class Activity – General Discussion Answer questions in the slide. Slide Slide No Trainer Notes Class Activity – General Discussion How do you handle this rubbish? Slide Slide No Trainer Notes Class Activity – General Discussion How do you handle this rubbish? Slide Slide No Trainer Class Activity – General Discussion Discuss each point and the importance of each step. Slide Slide No Trainer Notes Class Activity – General Discussion Answer question in the slide.