This unit applies to housekeeping attendants in all tourism and hospitality establishments where accommodation is provided.

Those undertaking this role would usually work as part of a team and under supervision.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Handle housekeeping requests.

1.1

Handle guest requests in a polite and friendly manner according to enterprise customer service standards and security procedures .

1.2

Acknowledge guests by use of name wherever possible.

1.3

Confirm and note details of requests made.

1.4

Make appropriate apologies where a request has arisen from breakdown in room servicing.

1.5

Agree with guests on timelines for meeting requests.

1.6

Locate and deliver requested items promptly within agreed timeframes.

1.7

Collect items for pick-up within agreed timeframes.

1.8

Set up equipment for guests when appropriate.

1.9

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.

2

Advise guests on room and housekeeping equipment.

2.1

Advise guests courteously on correct usage of equipment.

2.2

Report equipment malfunctions promptly according to enterprise procedures, and where possible, make alternative arrangements to meet guest needs.

2.3

Where appropriate, agree on suitable time to collect equipment.

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

problem-solving 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.

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

role-plays 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 set-up of guest rooms

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

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

SITXCOM001A Work with colleagues and customers

SITXCCS001B Provide visitor information

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.

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.

Sector

Hospitality

Accommodation Services

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.