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Provide housekeeping services to guests

Unit Descriptor This unit deals with the skills and knowledge required to provide a range of general housekeeping services to guests.

1 . Handle housekeeping requests
  1. Handle requests in a polite and friendly manner in accordance with enterprise customer service standards and security procedures.

  2. Acknowledge guest by use of name wherever possible.

  3. Confirm and note details of requests made.

  4. Make appropriate apologies where a request has arisen from breakdown in room servicing.

  5. Agree with guests on timelines for meeting requests.

  6. Locate and deliver requested items promptly within agreed timeframes.

  7. Collect items for pick-up within agreed timeframes.

  8. Set up equipment for guests when appropriate.

2 . Advise guests on room and housekeeping equipment
  1. Advise guests courteously on correct usage of equipment.

  2. Report malfunctions promptly in accordance with enterprise procedures, and where possible, make alternative arrangements to meet guest needs.

  3. Where appropriate, agree on a collection time.

Key CompetencyExamples of ApplicationPerformance
How can information be collected, analysed and organised?Responding to guest questions Explaining to guests how the video works1
How are ideas and information communicated within this competency?Checking information in response to guest requests1
How are activities planned and organised?Organising the provision of unusual items requested by guests1
How are problem solving skills applied?Liaising with front office and food and beverage staff to provide services to guests1
How are mathematical ideas and techniques used?-0
How is use of technology applied?Communicating with guests who do not speak English1
How is team work used within this competency?Using or explaining use of the in-house computer or video1

Range Statement

Guest requests could be for a range of items and services including

Requests for information may relate to

Equipment may include

Evidence Guide

Essential Knowledge and Skills to be Assessed

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

Linkages to Other Units

There is a link between this unit and the following units and combined training and assessment may be appropriate:

Critical Aspects of Assessment

Evidence of the following is critical:

Context of Assessment and Resource Implications

Assessment must ensure:

Assessment Methods

Assessment methods must be chosen to ensure that the provision of housekeeping services can be practically demonstrated. Methods must include assessment of knowledge as well as assessment of practical skills.

The following examples are appropriate for this unit: