Assessor Resource

SITHACS201
Provide housekeeping services to guests

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to housekeeping attendants, porters and concierge staff in commercial accommodation establishments. They work under supervision and usually as part of a team.

This unit describes the performance outcomes, skills and knowledge required to provide a range of general housekeeping services to guests.

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

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



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.

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

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

offer courteous and friendly service to guests

demonstrate knowledge of housekeeping procedures, services and equipment.

Context of and specific resources for assessment

Assessment must ensure use of:

an operational accommodation environment with the fixtures, large and small

equipment and workplace documentation defined in the Assessment Guidelines; this

can be a:

real industry workplace

simulated industry environment such as a training hotel

other people with whom the individual can interact.

Method 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 individual handling housekeeping requests

use of roleplays to demonstrate appropriate interpersonal skills in response to

requests

oral or written questioning to assess knowledge of typical housekeeping services

and procedures

review of portfolios of evidence and thirdparty workplace reports of onthejob

performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITHACS202 Prepare rooms for guests

SITXCCS101 Provide information and assistance

SITXCCS202 Interact with customers.

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.

Required skills

communication skills to:

interact courteously with guests

interact with guests from diverse cultural and social backgrounds

literacy skills to:

read basic equipment instructions

write simple notes and complete forms

planning and organising skills to respond to requests in a logical and efficient way.

Required knowledge

features of housekeeping services and procedures:

range of services and available items

delivery and pick-up systems

maintenance

response times standards

security and safety procedures of particular relevance to housekeeping services:

accessing rooms

interactions with guests

securing supplies and equipment

safe handling of room equipment.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Guest requests may relate to:

additional items:

pillows and blankets

room supplies

hair dryers

irons

roll away beds

information and advice:

services and products

how equipment works

lost property enquiries

special needs:

items for in-room celebrations

rectification cleaning

repairs and maintenance

technology.

Equipment may include:

alarm clocks

computers

electric kettles and jugs

hair dryers

telephones

televisions and videos.

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 polite and friendly manner according to organisational customer service standards and security procedures. 
Acknowledge guests by use of name wherever possible. 
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. 
Set up equipment for guests when appropriate. 
Proactively offer information and advice about special services and benefits to guests or clients 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

SITHACS201 - 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

SITHACS201 - 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: