Housekeeping

CORE COMPETENCIES

UNIT OF COMPETENCY: PROVIDE HOUSEKEEPING SERVICES TO GUESTS

UNIT CODE : TRS512307

UNIT DESCRIPTOR : This unit of competency deals with the skills and knowledge required to provide a range of general housekeeping services to guests.

ELEMENT
PERFORMANCE CRITERIA
Italicized terms are elaborated in the
Range of Variables
1. Handle housekeeping requests

1 Requests are handled in a polite and friendly manner in accordance with the establishment’s customer service standards and security procedures
2 Guest is acknowledged by use of name wherever possible
3 Details of requests made are confirmed and noted in accordance with enterprise procedures
4 Appropriate apologies are made where a request has arisen from breakdown in room service
5 Timelines for meeting requests are agreed upon with guests
6 Requested items are promptly located and delivered within agreed timeframes
7 Items for pick-up are collected within agreed timeframes
2 Advise guests on room and housekeeping equipment

2.1 Guests are courteously advised on correct usage of equipment
2.2 Malfunctions are promptly reported in accordance with enterprise procedures, and where possible, alternative arrangements are made to meet guest needs.
2.3 A collection time for requested equipment is agreed upon where appropriate

UNIT OF COMPETENCY : PREPARE ROOMS FOR GUESTS

UNIT CODE : TRS512309

UNIT DESCRIPTOR : The unit deals with the skills and knowledge required from housekeeping attendants to prepare rooms for guests in a commercial accommodation establishment

ELEMENT PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variable

Set up equipment and trolleys

1.1 Cleaning, supplies and equipment required for servicing rooms are correctly selected and prepared