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Elements and Performance Criteria

1. Respond to housekeeping requests.
   • 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.
2. Advise guests on room and housekeeping equipment.
   • 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.

Range Statement

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.

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Performance Evidence

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.

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Knowledge Evidence

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.

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