Assessor Resource

SITHACS002
Provide housekeeping services to guests

Assessment tool

Version 1.0
Issue Date: April 2024


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.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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.

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.

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.

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:

small equipment:

bathroom supplies:

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.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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.

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.

Equipment must include:

alarm clocks

electric kettles or jugs

hair dryers

telephones

televisions.

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.

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.

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:

small equipment:

bathroom supplies:

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.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Handle guest requests in a manner consistent with organisational customer service standards and security procedures. 
Confirm and note details of requests made. 
Make appropriate apologies where a request has arisen from breakdown in-room servicing. 
Agree with guests on timelines for meeting requests. 
Locate, deliver and pick up items within agreed timeframes. 
Report ongoing actions required to meet guest requests to appropriate personnel for further action. 
Set up equipment for guests when appropriate. 
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. 
Advise guests courteously on correct use of equipment. 
Report equipment malfunctions promptly and where possible, make alternative arrangements to meet guest needs. 
Where appropriate, agree on suitable time to collect equipment. 

Forms

Assessment Cover Sheet

SITHACS002 - Provide housekeeping services to guests
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SITHACS002 - Provide housekeeping services to guests

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: