Unit of competency details

Elements and Performance Criteria 

Element 

Performance Criteria 

1

Set up equipment and trolleys.

1.1

Select and prepare equipment  required for servicing rooms .

1.2

Identify supplies for trolleys and select or order them in sufficient numbers according to enterprise procedures.

1.3

Load trolleys safely with adequate supplies according to enterprise procedures.

2

Access rooms for servicing.

2.1

Identify rooms requiring service from information supplied to housekeeping staff.

2.2

Access rooms according to enterprise customer service and security procedures.

3

Make up beds.

3.1

Strip beds and mattresses and check pillows and linen for stains and damage.

3.2

Remove stains according to enterprise procedures.

3.3

Replace bed linen according to enterprise standards and procedures.

4

Clean and clear rooms.

4.1

Clean rooms in the correct order and with minimum disruption to guests.

4.2

Clean and check all furniture, fixtures and fittings  according to enterprise procedures and safety and hygiene guidelines.

4.3

Reset all items according to enterprise standards.

4.4

Check, replenish or replace room supplies  according to enterprise standards.

4.5

Identify pests promptly and take appropriate action according to safety and enterprise procedures.

4.6

Check rooms for any defects and report them according to enterprise procedures.

4.7

Record damaged items according to enterprise procedures.

4.8

Report promptly any unusual or suspicious items or occurrences according to enterprise procedures.

4.9

Collect guest items that have been left in vacated rooms and store them according to enterprise procedures.

5

Clean and store trolleys and equipment.

5.1

Clean trolleys and equipment after use according to safety and enterprise procedures.

5.2

Store all items according to enterprise procedures.

5.3

Check supplies and items and replenish or reorder them according to enterprise procedures.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

problem-solving skills to identify and deal with problems related to room servicing, and fabric and carpet stains

literacy skills to read schedules and timetables for room servicing, product labels and product safety instructions.

The following knowledge must be assessed as part of this unit:

cleaning procedures and techniques for various surfaces and equipment, including wet and dry

correct cleaning chemicals, equipment and procedures for cleaning various surfaces and materials

enterprise procedures and standards in relation to presentation of guest rooms

safe work practices relating to use of cleaning chemicals and equipment, bending and manual handling

security and safety issues for guest rooms.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency 

Evidence of the following is essential:

demonstrated ability to organise and carry out the complete servicing of a guest room

ability to undertake duties according to organisational health, safety and security practices

ability to complete servicing within the timeframe required by a commercial accommodation establishment.

Context of and specific resources for assessment 

Assessment must ensure:

demonstration of skills within a fully equipped operational accommodation environment, as defined in the Assessment Guidelines, including fully equipped guest rooms requiring cleaning, housekeeping storage areas and all housekeeping equipment required for room cleaning

demonstration of skills in cleaning and preparing multiple rooms within industry-realistic timeframes.

Methods of assessment 

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of the candidate preparing and servicing a guest room

inspection of rooms cleaned by the candidate

written and oral questions to test knowledge about housekeeping and room preparation procedures

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills 

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

RANGE STATEMENT 

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Equipment  must include:

cleaning agents and chemicals

vacuum cleaners

mops

brushes

buckets

cleaning and polishing cloths

gloves

protective clothing.

Rooms  may include:

bathroom

bedroom

lounge

kitchen

balcony

lobby or vestibule.

Furniture , fixtures and fittings  may include:

floor surfaces

mirrors and glassware

wardrobes

soft furnishings

desks

light fittings

telephones

televisions

refrigerators

shelving.

Room supplies  may include:

stationery

linen

bathroom supplies

enterprise promotional material

local tourist information

magazines and newspapers

mini-bar supplies

glassware

crockery

cutlery

tea, coffee, sugar and milk

biscuits

discretionary supplies and gifts such as fruit, beverages and chocolates.