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Elements and Performance Criteria

1. Set up equipment and trolleys.
   • Select and prepare equipment required for servicing rooms.
   • Identify supplies for trolleys and select or order them in sufficient numbers according to enterprise procedures.
   • Load trolleys safely with adequate supplies according to enterprise procedures.
2. Access rooms for servicing.
   • Identify rooms requiring service from information supplied to housekeeping staff.
   • Access rooms according to enterprise customer service and security procedures.
3. Make up beds.
   • Strip beds and mattresses and check pillows and linen for stains and damage.
   • Remove stains according to enterprise procedures.
   • Replace bed linen according to enterprise standards and procedures.
4. Clean and clear rooms.
   • Clean rooms in the correct order and with minimum disruption to guests.
   • Clean and check all furniture, fixtures and fittings according to enterprise procedures and safety and hygiene guidelines.
   • Reset all items according to enterprise standards.
   • Check, replenish or replace room supplies according to enterprise standards.
   • Identify pests promptly and take appropriate action according to safety and enterprise procedures.
   • Check rooms for any defects and report them according to enterprise procedures.
   • Record damaged items according to enterprise procedures.
   • Report promptly any unusual or suspicious items or occurrences according to enterprise procedures.
   • Collect guest items that have been left in vacated rooms and store them according to enterprise procedures.
5. Clean and store trolleys and equipment.
   • Clean trolleys and equipment after use according to safety and enterprise procedures.
   • Store all items according to enterprise procedures.
   • Check supplies and items and replenish or reorder them according to enterprise procedures.
6. Reduce negative environmental impacts.
   • Use energy, water and other resources efficiently when cleaning, preparing and maintaining guest rooms to reduce negative environmental impacts.
   • Safely dispose of all waste, especially hazardous substances, to minimise negative environmental impacts.

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 correct use of personal protective equipment cleaning techniques for guest rooms and housekeeping equipment problemsolving skills to identify and deal with problems related to room servicing and fabric and carpet stains literacy skills to read schedules and timetables for room servicing product labels and product safety instructions numeracy skills to calculate the dilution requirements of cleaning products

The following knowledge must be assessed as part of this unit cleaning procedures for various surfaces and equipment including wet and dry correct cleaning chemicals equipment and procedures for cleaning various surfaces and materials enterprise procedures and standards in relation to presentation of guest rooms safe work practices relating to use of cleaning equipment bending and manual handling security and safety issues for guest rooms applications of different types of cleaning products the essential features of and safe practices for using common hazardous substances used by the hospitality industry and in particular substances used by the organisation eg cleaning products the environmental impacts of cleaning guest rooms and equipment and minimal impact practices to reduce these especially those that relate to resource water and energy use correct and environmentally sound disposal methods for waste and in particular for hazardous substances

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 organise efficient resource effective and safe cleaning and servicing of guest rooms ability to undertake duties according to organisational health safety and security practices knowledge of correct and environmentally sound disposal methods for waste and in particular for hazardous substances ability to complete servicing within the timeframe required by a commercial accommodation establishment
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 fully equipped guest rooms requiring cleaning housekeeping storage areas and all housekeeping equipment required for room cleaning demonstration of skills in cleaning and preparing multiple rooms within industryrealistic timeframes
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 preparing and servicing a guest room inspection of rooms cleaned by the candidate written and oral questions to test knowledge about housekeeping and room preparation procedures hazardous substances and efficient resource use 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
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

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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.
Equipment must include:	cleaning agents and chemicals vacuum cleaners mops brushes buckets cleaning and polishing cloths gloves protective clothing.
Rooms may include:	bathroom bedroom lounge kitchen balcony lobby or vestibule.
Furniture, fixtures and fittings may include:	floor surfaces mirrors and glassware wardrobes soft furnishings desks light fittings telephones televisions refrigerators shelving.
Room supplies may include:	stationery linen bathroom supplies enterprise promotional material local tourist information magazines and newspapers mini-bar supplies glassware crockery cutlery tea, coffee, sugar and milk biscuits discretionary supplies and gifts such as fruit, beverages and chocolates.

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