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 pickup 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 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

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

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

SITHACS Prepare rooms for guests

SITXCCS Provide information and assistance

SITXCCS Interact with customers

Guest requests may relate to:

Equipment may include: