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Elements and Performance Criteria

  1. Handle housekeeping requests.
  2. Advise guests on room and housekeeping equipment.

Required Skills

This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

interpersonal skills to interact effectively with guests

problemsolving skills to overcome barriers that affect communication with guests such as language and disability

literacy skills to read and respond to written requests from guests

The following knowledge must be assessed as part of this unit

typical housekeeping services and procedures

security and safety procedures as they apply to housekeeping services and guests

key products and services offered within accommodation facilities and within the particular facility

Evidence Required

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

Critical aspects for assessment and evidence required to demonstrate competency

Evidence of the following is essential

ability to offer courteous and friendly service to guests

knowledge of a range of housekeeping services and equipment

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills within a fully equipped operational accommodation environment as defined in the Assessment Guidelines including guest rooms and the range of typical housekeeping equipment

interaction with others to demonstrate ability to respond to multiple and varying requests

Methods 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 candidate handling customer requests related to housekeeping

roleplays to demonstrate appropriate interpersonal skills in response to requests

oral or written questions to assess knowledge of services offered by the establishment or types of services generally offered and general requirements for the setup of guest rooms

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

SITXCOMA Work with colleagues and customers

SITXCOM001A Work with colleagues and customers

SITXCCSB Provide visitor information

SITXCCS001B Provide visitor information

SITHACSB Prepare rooms for guests

SITHACS005B Prepare rooms for guests.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role


Range Statement

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 in the performance criteria is detailed below.

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

roll away beds

additional pillows and blankets

irons

hair dryers

additional room supplies

rectification cleaning

repairs and maintenance

lost property enquiries.

Requests for information relate to:

range of services and products offered by the establishment

availability, hours and location of meals, services and equipment

how various types of equipment work

local services, attractions, transport, shops, entertainment, etc.

Equipment must include:

electric kettles and jugs

telephones

computers

televisions and videos

hair dryers

alarm clocks.