SITHACS002 Provide housekeeping services to guests

Release: 1

SITHACS002 Provide housekeeping services to guests

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to provide a range of general housekeeping services to guests.

The unit applies to housekeeping attendants, porters and concierge staff in commercial accommodation establishments. They work under supervision and usually as part of a team.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Accommodation Services

Unit Sector

Hospitality

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Respond to housekeeping requests.	1.1.Handle guest requests in a manner consistent with organisational customer service standards and security procedures. 1.2.Confirm and note details of requests made. 1.3.Make appropriate apologies where a request has arisen from breakdown in-room servicing. 1.4.Agree with guests on timelines for meeting requests. 1.5.Locate, deliver and pick up items within agreed timeframes. 1.6.Report ongoing actions required to meet guest requests to appropriate personnel for further action. 1.7.Set up equipment for guests when appropriate. 1.8.Proactively offer information and advice about special services and benefits to guests to ensure maximum take-up of services and profitability of guest’s stay.
2. Advise guests on room and housekeeping equipment.	2.1.Advise guests courteously on correct use of equipment. 2.2.Report equipment malfunctions promptly and where possible, make alternative arrangements to meet guest needs. 2.3.Where appropriate, agree on suitable time to collect equipment.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	follow basic equipment instructions.
Writing skills to:	write simple notes summarising guest requests and note appropriate action completed or follow-up action required complete workplace checklists.
Oral communication skills to:	interact with guests from diverse cultural and social backgrounds, listening to their requests and asking questions to clarify or confirm them discuss delays in service matters with guests and colleagues.
Numeracy skills to:	keep a record of details of guest requests and associated timelines.
Problem-solving skills to:	apply practical solutions to a range of common customer housekeeping requests.
Planning and organising skills to:	respond to requests in a logical and efficient way.

Range of Conditions

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Range is restricted to essential operating conditions and any other variables essential to the work environment.
Equipment must include:	alarm clocks electric kettles or jugs hair dryers telephones televisions.

Unit Mapping Information

SITHACS201 Provide housekeeping services to guests

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694