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
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. |
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SKILLS |
DESCRIPTION |
Reading skills to: |
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Writing skills to: |
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Oral communication skills to: |
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Numeracy skills to: |
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Problem-solving skills to: |
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Planning and organising skills to: |
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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. |
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Equipment must include: |
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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