Unit of competency details
SITHACS002 - Provide housekeeping services to guests (Release 1)
Summary
Usage recommendation:
Superseded
Releases:
| 1 1 (this release) |
03/Mar/2016 |
Companion volumes:
Unit of competency
Assessment requirements
Training packages that include this unit
Qualifications that include this unit
Skill sets that include this unit
Accredited courses that have this unit in the completion mapping
Classifications
Classification history
| ASCED Module/Unit of Competency Field of Education Identifier | 110199 | Food And Hospitality, N.e.c. | 09/Aug/2016 | |
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Unit of competency
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
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ELEMENTS
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PERFORMANCE CRITERIA
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Elements describe the essential outcomes.
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Performance criteria describe the performance needed to demonstrate achievement of the element.
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1. Respond to housekeeping requests.
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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.
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2. Advise guests on room and housekeeping equipment.
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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.
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Foundation Skills
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Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
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SKILLS
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DESCRIPTION
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Reading skills to:
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- follow basic equipment instructions.
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Writing skills to:
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- write simple notes summarising guest requests and note appropriate action completed or follow-up action required
- complete workplace checklists.
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Oral communication skills to:
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- 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.
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Numeracy skills to:
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- keep a record of details of guest requests and associated timelines.
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Problem-solving skills to:
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- apply practical solutions to a range of common customer housekeeping requests.
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Planning and organising skills to:
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- respond to requests in a logical and efficient way.
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Range of Conditions
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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.
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Equipment must include:
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- alarm clocks
- electric kettles or jugs
- hair dryers
- telephones
- televisions.
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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
Assessment requirements
Modification History
Not applicable.
Performance Evidence
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
- meet organisational customer service standards and follow housekeeping procedures when offering each of the following services to guests:
- providing additional common in-room items
- meeting special needs:
- items for in-room celebrations, including flowers, decorations and gifts
- lost property enquiries
- organising rectification cleaning
- organising repairs and maintenance
- providing information and advice on organisational services, products, and in-room equipment.
Knowledge Evidence
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
- features of housekeeping services and procedures:
- range of services and available items
- delivery and pick-up systems
- maintenance reporting procedures and follow-up
- response times standards
- security and safety procedures of particular relevance to housekeeping services:
- accessing rooms
- interacting with guests
- securing supplies and equipment
- safe handling of room equipment.
Assessment Conditions
Skills must be demonstrated in an operational commercial accommodation environment. This can be:
- an industry workplace
- a simulated industry environment.
Assessment must ensure access to:
- toilet rolls
- tissues
- various toiletries
- bed linen and pillows
- compendium, stationery and pens
- guest literature and information
- hair dryers
- iron and ironing board
- laundry bags and lists
- tea and coffee making supplies
- organisational specifications:
- equipment manufacturer instructions
- customer service standards
- guests with whom the individual can interact; these can be:
- guests in an industry workplace who are assisted by the individual during the assessment process; or
- individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and:
- have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694
