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Evidence Guide: SITHACS201 - Provide housekeeping services to guests

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SITHACS201 - Provide housekeeping services to guests

What evidence can you provide to prove your understanding of each of the following citeria?

Respond to housekeeping requests.

  1. Handle guest requests in a polite and friendly manner according to organisational customer service standards and security procedures.
  2. Acknowledge guests by use of name wherever possible.
  3. Confirm and note details of requests made.
  4. Make appropriate apologies where a request has arisen from breakdown in room servicing.
  5. Agree with guests on timelines for meeting requests.
  6. Locate, deliver and pick up items within agreed timeframes.
  7. Set up equipment for guests when appropriate.
  8. 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.
Handle guest requests in a polite and friendly manner according to organisational customer service standards and security procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Acknowledge guests by use of name wherever possible.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm and note details of requests made.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Agree with guests on timelines for meeting requests.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Locate, deliver and pick up items within agreed timeframes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Set up equipment for guests when appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise guests on room and housekeeping equipment.

  1. Advise guests courteously on correct use of equipment.
  2. Report equipment malfunctions promptly, and where possible, make alternative arrangements to meet guest needs.
  3. Where appropriate, agree on suitable time to collect equipment.
Advise guests courteously on correct use of equipment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, agree on suitable time to collect equipment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

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

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:

SITHACS202 Prepare rooms for guests

SITXCCS101 Provide information and assistance

SITXCCS202 Interact with customers.

Required Skills and Knowledge

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 pick-up 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.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Guest requests may relate to:

additional items:

pillows and blankets

room supplies

hair dryers

irons

roll away beds

information and advice:

services and products

how equipment works

lost property enquiries

special needs:

items for in-room celebrations

rectification cleaning

repairs and maintenance

technology.

Equipment may include:

alarm clocks

computers

electric kettles and jugs

hair dryers

telephones

televisions and videos.