Clean and Prepare Rooms For Incoming Gue

COMPETENCY - BASED
LEARNING MATERIAL
Sector
TOURISM
Qualification Title
HOUSEKEEPING NCII
Unit of Competency
CLEAN AND PREPARE ROOMS FOR INCOMING

GUEST
Module Title
Cleaning and Prepare Rooms for Incoming Guest

HOW TO USE THIS COMPETENCY BASED LEARNING
MATERIAL
Welcome to the module in HOUSEKEEPING NCII QUALIFICATION. This

module contains training materials and activities for you to complete.
The unit of competency CLEAN AND PREPARE ROOMS FOR INCOMING

GUESTS contains knowledge, skills and attitude required for TRAINEES.
You are required to go through, a series of learning activities in order to

complete each learning outcome of the module. In each learning outcome are
Information Sheet, Self-Checks, Task Sheets and Job Sheets. Then follow these
activities on your own. If you have questions, dont hesitate to ask your facilitator for
assistance.
The goal of this course is the development of practical skills in supervising

work-based training. Tools in planning, monitoring and evaluation of work-based
training shall be prepared during the workshop to support in the implementation of
the training program.
This module is prepared to help you achieve the required competency, in

HOUSEKEEPING NCII.
This will be the source of information for you to acquire knowledge and skills
in this particular competency independently and at your own pace, with minimum
supervision or help from your facilitator.
Remember to:
Work through all the information and complete the activities in each section.
Read information sheets and complete the self-check. Answer keys are
included in this package to allow immediate feedback. Answering the self-
check will help you acquire the knowledge content of this competency.
Perform the task sheets and job sheets until you are confident that your
output conforms to the performance criteria checklist that follows the sheets.
Submit outputs of the task sheets and job sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall serve as
your portfolio during the institutional competency evaluation.
A certificate of achievement will be awarded to you after passing the

evaluation. You must pass the institutional competency evaluation for this
competency before moving to another competency.
HOUSEKEEPING NCII
Contents of this Competency Based Learning Materials
LIST OF COMPETENCIES
No. Unit of Competency Module Title Code
Provide Housekeeping Providing

1
Services to Guests Housekeeping TRS5123111
Services to Guest
2
Clean and prepare Cleaning and TRS512311
rooms for incoming prepare rooms for 2
guests incoming guests
3 Provide Valet/Butler Providing TRS5123113

Service Valet/Butler Service
4 Laundry Linen and Laundering Linen TRS5123114

Guest Clothes and Guest Clothes
5 Clean Public Areas, Cleaning Public TRS5123115

Facilities & Areas, Facilities &
Equipment Equipment
6 Deal with/handle Dealing TRS5123122

intoxicated guests with/handle
intoxicated guests
MODULE CONTENT
HOUSEKEEPING NCII
Unit of Competency
CLEAN AND PREPARE ROOMS FOR INCOMING GUESTS

Unit of Competency
CLEANING AND PREPARE ROOMS FOR INCOMING GUESTS

Module Title
Introduction:
The unit deals with the skills and knowledge required from housekeeping
attendants to clean and prepare rooms for incoming guests in a commercial
accommodation establishment.
NOMINAL DURATION: 100 Hours
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
LO 1. Set up equipment and trolleys
LO 2. Access rooms for serving
LO 3. Make up beds
LO4. Clean and clear rooms

LO5. Clean and store trolleys and equipment
Learning Outcome # 1 Set up equipment and

trolleys
CONTENT:
1. Hotel codes and regulations

2. Interpersonal skills: Communication and listening Skills
3. Up selling and selling techniques
4. Basic operational skills on facilities and equipment
5. Personal hygiene
6. Hotel organization structure: departments and its functions Rank and File
7. Preparing requisitions for maintenance services
ASSESSMENT CRITERIA:
1. Guest arrival list and guest history are reviewed based on guest folio.
2. Guest is greeted and acknowledged by use of name whenever possible.
3. Up selling and selling techniques are prepared in accordance with industry policy and
procedure
4. Guests are courteously advised on correct usage of equipment
5. Malfunctions are promptly reported in accordance with Standard Operating Procedures, and
where possible, alternative arrangements are made to meet guest needs.
6. A collection time for requested equipment is agreed upon where appropriate.
7. Coordination with other department is done in accordance with hotels organizational structure
and its function.
8. Guest requests are noted and coordinated with other department concerned
CONDITIONS:
Student/ trainee must be provided with the following:
Tools Equipment Materials/ Supplies

Tapes Telephone Pen and paper
Brochures/ manuals Computer Housekeeping/ FO forms
Guest folio, guest list Shower (with hot and cold) operating manuals
caution signs refrigerator room supplies and amenities
electric fan
air conditioning unit
shelves
alarm clock
television and video player
METHODOLOLGY:
Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHOD:
Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
Learning Experiences / Activities
Learning Outcome # 1
SET UP EQUIPMENT AND TROLLEYS

Learning Activities Special Instructions
This Learning Outcome deals with the
development of the Institutional Competency
Definition of Terms
Evaluation Tool which trainers use in evaluating
their trainees after finishing a competency of the
qualification.
Read: Information Sheet 1.1-1
RECEIVE HOUSEKEEPING REQUEST Go through the learning activities outlined for you
1. Accept housekeeping request from guest on the left column to gain the necessary
2. Accept housekeeping requests from staff
3. Records housekeeping requests according to information or knowledge before doing the tasks
enterprise requirements
to practice on performing the requirements of the
4. Advise on time for provision/delivery of identified evaluation tool.
service or items to guest room.
The output of this LO is a complete Institutional
Competency Evaluation Package for one
Perform: Task Sheet 1.1-1 Competency of Housekeeping NCII. Your output
Answer: Self Check 1.1-1 shall serve as one of your portfolio for your
Institutional Competency Evaluation for Clean
and prepare rooms for incoming guest.
Feel free to show your outputs to your trainer as

you accomplish them for guidance and
evaluation.

their trainees after finishing a competency of the
qualification.
Go through the learning activities outlined for you

on the left column to gain the necessary
information or knowledge before doing the tasks to
practice on performing the requirements of the
evaluation tool.
After doing all the activities for this LO1: set up

equipment & trolleys:, you are ready to proceed
to the next LO2: access rooms for servicing .
Definition of Terms
Term Explanation
A product, normally in liquid format, used to clean

Chemical
a surface
Clean Free from dirt; unsoiled; unstained
Defect A shortcoming, fault, or imperfection
Any chemical agent used chiefly on inanimate

Disinfectant objects to destroy or inhibit the growth of harmful
organisms
The cleaning of garments, fabrics,
draperies, etc., with any of various
Dry Cleaning chemicals rather than water: garments for
cleaning in this way
Fittings Anything provided as equipment, parts, supply

Furniture, carpeting, etc., for a house or
Furnishings room
The maintenance of a house or
Housekeeping
domestic establishment.
A small kitchen or part of another room equipped

Kitchenette
for use as a kitchen
Articles of clothing, linens, etc., that have been or

Laundry
are to be washed
Malfunction Failure to function properly
Manual handling The act of pushing, pulling or lifting
Planning The act or process of making a plan or plans
Policy A rule, a definite course of action
To make smooth and glossy, especially by

Polish
rubbing or friction
Term Explanation
Procedure A particular course or mode of action
Providing housekeeping items including

Provision of supplies
equipment, cleaning products and cloths
To restore to a good or sound condition after

Repair decay or
damage; mend
The act of asking for something to be given or

Request done, especially as a favour or courtesy;
solicitation or petition
Strip To remove bed linen from a mattress
Hospitality accommodation containing more than

Suite
one room
A transport vehicle used in housekeeping to move

Trolley
supplies from room to room
INFORMATION SHEET 2.1-1
RECEIVE HOUSEKEEPING REQUEST
1. Accept Housekeeping Request from Guest
Introduction
Housekeeping is an important area in any accommodation property.
Most people see housekeeping as simply cleaning guest rooms but from an
operational perspective there is a lot more to housekeeping than just that.
The role of housekeeping is to ensure the comfort and safety of guests whilst they are
staying at a hospitality organisation.
This is the guests 'home away from home'. It is essential that that a guest is able to
enjoy their room in the same manner and with the same ease as they would enjoy in
their own house. The aim of housekeeping is to strive to enable guests to access
items as easily as in their own home.
It is therefore important that housekeeping staff maintain a professional level of

integrity, especially staff who clean rooms. Housekeeping staff must have high levels
of integrity, honesty and discretion as a guest needs to feel that what takes place or
what is left in their room must be safe and remain confidential.
Understandably an accommodation room is considerably smaller in size than the

customer's normal residence and therefore items that they may need might not be in
immediate access.
A hotel cannot provide all the necessary items a customer may

need inside each and every room for a number of reasons:
The room size is too small
It would become cramped for space
Not all customers need all items
The capital outlay for a business would be
considerable
It reduces the chance of damage and theft.
Therefore it is vital that housekeeping are able to
get a requested item to a room in the shortest
possible time.
Types of accommodation properties

The items included in a room or upon request differ depending on the type of
accommodation provided.
Housekeeping requests by guests can be made across a range of

accommodation properties for a wide variety of reasons.
A housekeeping department exists in any property that offers in-house

accommodation.
Housekeeping departments operate within:

Hotels, motels and clubs
Resorts, chalets and hostels
Passenger ships and trains
Serviced apartments.
Types of guest requests

There may be many times during a shift when the room
attendant will have to handle guest requests and the
reasons can vary. Need for item sent to the room
A guest may request services or products

such as:
Additional equipment in their room because they
have needs during their stay that are not
accommodated by the normal in-room items
Valet or laundry service common among long stay guests
Additional bedding where the existing bedding is unsuitable, uncomfortable
or insufficient
Extra tea, coffee, sugar and milk sachets a
common request where the guests spend a lot of
time in their room
Extra crockery or cutlery where the room features
a kitchen or kitchenette this is also a common
request especially where guests want to entertain in
their rooms
Vases for flowers that have been delivered to
them
Replacement items such as hair dryers, toasters, irons and electric jugs to
replace items that are not working
Extra bathroom guest supplies another common request for long-term
guests: guests with long hair often ask for extra shampoo and conditioner
Additional items in compendium such as
letterhead paper, envelopes, postcards, pens,
note paper
Additional towels to accommodate extra
showers or baths taken by the guests: where the
property has a swimming pool this is a common
request Extra hangers for clothes, extra pillows,
extra blankets
A power conversion board to adapt their
electrical equipment to the power supply of the venue: common where the
property caters to some international guests Ice and ice buckets.
Servicing of room
Rectification cleaning - guests may request an improvement in the servicing of
room. They require housekeeping staff to provide remedial service to the room
when the original room service is deemed by the guest to be sub-standard
Clean-up after an in-room party or entertainment
A special room service where they have spilled something on the floor.
Repairs
Repair or removal of broken equipment such as controls for the TV, DVD
player, air conditioner, broken bedside lights, free-standing lamps
Instructions to enable them to work equipment
such as the TV, in-room safe, lights (especially
where room cards are needed to activate the
power to a room), heating and cooling controls.
Lost and found
Guests may also contact housekeeping when making a
Lost and Found enquiry. They may have found an item
in a room they have just been roomed in or they may
contact housekeeping after they have departed to
enquire about something they have lost.
Housekeeping is often the department that operates

the Lost and Found facility for a venue because most
Lost and Found items come from guest rooms.
Handling complaints
Ensuring guest comfort may relate not just to issues
that can be handled quickly by housekeeping (such as
rectification cleaning, a replacement jug for one thats
not working or extra tea and coffee supplies) but also handle or direct guest requests
relating to:
Noisy people in the room next doors

Poor views from the balcony
Noisy pigeons outside the room which stop guests getting to sleep
Noisy elevators near the room
Lack of facilities in the room
Quality of facilities that is below guest expectations
Advertising that has created expectations that are not being met.
In most cases housekeeping may not be able to rectify these complaints personally,
but they should ensure the appropriate person is contacted in a timely manner.
Handling guest requests promptly

Given that housekeeping staff are usually very busy trying to achieve the tasks set for
them by the Executive Housekeeper on a daily basis (which are essentially the
servicing of departing and staying guest rooms), they must still ensure they handle
any requests from in-room guests in addition to their allocated workload and do so in
a polite and friendly manner, in accordance with all relevant house policies and
procedures.
If the room attendant cannot assist the guest immediately, they should at least
acknowledge the guests request and advise them when assistance will
become available.
There may also be times when a guest

makes a request and the room attendant
cannot provide an immediate answer as to
whether or not the request can be fulfilled.
In such instances, the room attendant should

seek out accurate information to satisfy the
guests requests, or pass on the request to
the appropriate department (or the Floor
Housekeeper) for action and follow up.
The guest should always be told of how their request is to be dealt with and
kept informed about the progress of the request.
The basis for providing excellent levels of customer service in housekeeping
In order to ensure the comfort and wellbeing of guests, housekeeping must

develop a good relationship with guests.
This can be achieved by:

Good personal presentation as determined by
house requirements that apply to uniforms and
personal hygiene
Greeting guests by name when known
Providing excellent service at all times
Not giving the guests the impression that
serving their needs is a chore/imposition
Not rushing service delivery as and when it is
required
Enquiring Is there anything else I can do for
you?
Finishing service delivery with appositive statement: Its been a pleasure
Providing information to guests (about the property, the local area, tourist
attractions, transport, local customs, currency etc) and not just providing
service in terms of specific housekeeping duties
Assisting guests in public areas (such as the corridors of their floors or in lifts)
or in-room when they see them struggling with their luggage. The assistance
may simply involve offering to call a porter to assist
Smiling
Handling complaints in a professional manner
Providing a safe and secure environment for the guests while they are staying
in the establishment
Respecting the guests need for confidentiality and privacy
Having excellent product knowledge about the appliances, items, features in
guest rooms.
For room attendant to provide excellent
service, they must know the importance of
making guests feel safe, secure and
welcome while they are away from home.
Handling guest complaints

Unfortunately, even with the best of intentions,
things can sometimes go wrong and result in a
guest complaint. As identified before, some
requests are in fact complaints.
The following are guidelines to assist in dealing with

a customer complaint:
Remain pleasant at all times, but do not smile when the guest is complaining
Listen without interruption
Know the correct procedure and the establishment policy on dealing with
customer complaints
Ask the guest how they would like you to resolve the problem
Focus on the issue and dont take the complaint personal
Apologise to the guest for any inconvenience
Advise your supervisor and get their feedback as to how they feel you handled
the situation.
Use guest name where possible
When dealing with a guests request, the room attendant should acknowledge the
guest by addressing them by their name, if appropriate and possible.
It is said that a person likes nothing better than to hear the sound of their own name.
Using the guests name is an excellent way of personalising the service and showing
that the individual guest is valued.
Make sure however that you follow any house policies that might apply to the use of
guests names.
These usually reflect generally applicable standards of courtesy,

such as:
Avoid using first names only use last names
Never use nicknames
Get the pronunciation right if you are not sure you can do this, use Sir or
Madam
If you dont know the guests name or have forgotten it address the guest by
Sir or Madam.
How will I know the guests name to begin with?
Most requests from guests for items for their

room come about from:
A phone call to housekeeping from the guest
A face-to-face conversation with the guest as they
are walking down the corridor and see you
cleaning rooms.
In either situation they usually begin the conversation by
identifying themselves and the room they are staying in
Hi, Im Greg Jones from 377. I was wondering if you could
This provides the perfect opportunity to find out the guests name but you have to be
alert to the possibility it is going to happen and be ready to listen for it and remember
it.
If you forget the guests name it is easy enough to find out a name from the internal
rooming system using the room number as the basis for the search: where there is
more than one person in the room (for example, a twin room may have 2 males or 2
females) and you are not sure who is who, use Sir or Madam.
2. Accept Housekeeping Requests from Staff
Introduction
Housekeeping not only services the needs of the guest. As the department
responsible for the cleanliness of a property, it is often called upon to handle requests
made by other departments.
Therefore all departments will have requests of housekeeping. Similar to dealing with
requests from guests, these requests must be handled in a professional and timely
manner.
Types of staff requests

The types of requests may be varied depending on each specific situation, however
there are some common staff requests including:
Cleaning
Cleaning duties - of items such as furniture,

carpets, equipment, windows, floors and
bench surfaces
Cleaning of in-house facilities including
public areas, change rooms and offices
Emergency cleaning unexpected cleaning
requests
Cleaning and servicing of staff changing rooms.
Staff Uniforms
Order and supply of staff uniforms

Providing laundry service many properties operate
their own on-premise laundry whilst other venues
will use the services of an outside commercial
laundry. Most staff uniforms will be cleaned
through the housekeeping department.
Provision of Supplies
Cleaning products, rags & equipment

Chemicals
Clean linen for F&B departments
Towels for gymnasiums.
Security
Check rooms and floors for safety concerns

Ensure guest room and emergency doors are
shut
Close storerooms
Participate in emergency and evacuation
procedures.
Other tasks
Move room service trays from rooms or corridor to appropriate store area
Check mini bars for departing guests
Check actual status of a room whether a guest has actually left the room or if
it is occupied.
As mentioned, when handling requests made by staff, they must be handled in a
timely manner. These requests are made to help provide a better experience for
guests and must be treated seriously. All staff members are part of a team, each with
a role to play. Housekeeping has many requests for other departments and would
also expect their requests to be handled in an efficient manner.
3. Record Housekeeping Requests according t0 Enterprise

Requirements
Introduction
Any contact that housekeeping has with a guest has the
potential for a request to be made by the guest.
The reality is that guests rarely speak with

housekeeping staff unless they have a need to do so, so
be aware of this and be ready to respond appropriately.
Confirm and note details of the request

Confirming what is needed
The key to this is repeating back to the guest what it is

they have told you they want, using your establishment
knowledge to clarify any areas that are not clear.
For example, if a guest phones and says they want more towels, you need to
determine what size towels they want. If the guest tells you they have spilled
something in their room and want it cleaned up, you should ask the nature of the spill
(what was spilled, what it was spilled on, and how big the spill is) so you can prepare
for what is needed.
Sometimes the guest will ask questions about what is available to suit their need, so
you need to respond accurately and honestly to these questions. It is important that
honesty is used so that you avoid creating false expectations in the mind of the
guests.
Noting details of what is needed
The key to this is to not rely on your memory but rather to write down the relevant
details.
This advice applies whether the request comes in person or over the phone. There
should always be note paper and a pen near the
phone in the housekeeping department and a room
attendant should always have a notebook and pen as
standard items when they are working.
When a guest makes a request simply write

down:
Guest name
Room number
Specifics of the request type of item or
service required, number involved (where appropriate 6 wine glasses)
Time for delivery to the room that was agreed to.
It is always wise to confirm the details to save time, effort and guest frustration if the
wrong item or service is delivered. There may often be communication difficulties
caused by different languages, lack of local knowledge, tiredness and unfamiliarity
with the property.
4. Advise on time for provision/delivery of identified service

or items to guest room.
Introduction
After a request has been received, recorded and confirmed, you should provide the
guest with an estimated timeframe as to when the request will be met.
Keys to agreeing on a timeline
The timeframe for meeting any guest request must be reasonable and achievable.
It is best if the guest agrees that the time given by you is agreed to by them, but
sometimes they place unrealistic timelines that simply cant be met. Obtain
agreement where possible and where you cant, do your best and be as quick as you
can.
Remember you will probably have other tasks to do and

other guest needs to provide so the Golden Rule is
Under-promise and over-deliver.
For example, if you tell the guest the item or service

they have requested will be there in 5 minutes and it
actually takes 10 minutes they will be disappointed and
annoyed. If you promise the item in 10 minutes and
have it there in 5 minutes, they will tend to be impressed
with your fast response.
Never allow yourself to be forced or intimidated into a

timeline that you know cant be met. It is far better to politely explain this timeframe
cannot be met, explaining the reasons why, where applicable, and re-assuring the
guest you will act as quickly as possible.
Sometimes you dont need agreement

In many cases where a guest makes a request for additional room servicing
requirements, they are happy to be informed Certainly, Mr Adams. Thats half-a-
dozen extra teas, coffees, sugars and milk for Room 583. Ill be there in 5 minutes
with those for you. Is there anything else I can do for you?
By supplying this timeframe, the room attendant is showing that the request has been
taken seriously, and is giving the guest an expectation about the service to be
provided. The 5 minute timeframe may also take into account other things the room
attendant has to do both to finish their allocated work and meet the unexpected guest
request.
However, should this timeframe change for any reason, the room attendant must
inform the guest of the progress being made with their request and supply the guest
with a new revised timeframe, and the reason for the change in time. By doing this,
the guest will then be able to adjust their expectations: they may not like the revised
timeframe but at least they are aware of it (and can plan accordingly) and know that
something is being done to satisfy them.
This will help ensure greater customer satisfaction.

If you personally are unable to action a request for guest service that you agreed to,
make an attempt to see if someone else can assist. This may mean asking another
room attendant, a porter or a room service person.
Time delays
Despite your best efforts there will probably be times when a breakdown arises in
relation to services provided by the housekeeping department.
In all instances the guest should receive an apology for this lapse in service and
appropriate remedial action should be taken immediately, where appropriate, to try to
retrieve the situation to the best extent possible.
Examples of breakdown in providing housekeeping services to

rooms
This breakdown in service provision may result from:
Sub-standard servicing of the guest room when the

room was prepared someone may have missed
cleaning an item, an area or item may not have been
properly cleaned, guest supplies may not have been
re-stocked
A previous promise to deliver a service may not
have been fulfilled a guest who was promised a
replacement hair dryer may not have been supplied
with one. The task could have been forgotten or a
message for another staff member may have been
misplaced
A room displaying a Do Not Disturb sign and the room attendant responsible
for that room not notifying the Floor Housekeeper that, at the end of the shift
the sign was still in place and the room had not been serviced
A promise to deliver something to a room by a
certain time may not be able to be met perhaps
the item required is out-of-stock or there are
insufficient staff to meet the promised timeline
An item that was promised to a guest turns out to be
unavailable and cant be supplied as promised.
In essence, anything that:
Fails to deliver the service that either we promised

Fails to deliver the service the guest expected
Fails to meet house service delivery standards.
can be said to be a breakdown in service delivery and should be apologised
for.
Keys to making apologies

Where there has been a delay you must apologise for this. You must be sincere in
your apology but also brief. You must make sure you apologise not only for the lack of
service or item that wasnt delivered but you must include an apology for any
inconvenience that has been caused.
The apology should never:
Blame anyone else

Discredit the establishment
Commit the establishment to making some form of recompense or
compensation.
Task Sheet 2.1-1
Title:
WORK PROJECT
Performance Objectives:
It is a requirement of this Unit you complete Work Projects as advised by your Trainer.
You must submit documentation, suitable evidence or other relevant proof of completion
of the project to your Trainer by the agreed date.
Supplies:
Suitable evidence or other relevant proof of completion.
Equipment:
NONE
Steps/Procedure:
1. Research and Identify

2. Guests request
3. How to provide
Assessment Mthod:
Use the Performance Criteria Checklist

Performance Criteria Checklist for
Task Sheet 2.1-1
Criteria YES NO
1. To fulfil the requirements of this Work Project you are

asked to research and identify:
What types of housekeeping requests guests make

How we can provide for these requests.

What types of housekeeping requests staff make

How we can provide for these requests.

How to record housekeeping requests.

The importance of timely delivery of items to guests

Possible causes of a delayed delivery
The process of informing guests if there is a delay.
Self Check 2.1-1
Multiple Choice:
1. They needs during their stay that are not accommodated by the normal in-
room items.
a. Additional equipment in their room
b. Additional beddings
c. Extra bathroom guest supplies
d. Valet or laundry service
2. A common request where the guests spend a lot of time in their room.
a. Additional equipment in their room
b. Additional beddings
c. Extra bathroom guest supplies
d. Vases
3. A guests may also contact housekeeping when making a _________ enquiry.
a. Lost and found
b. Reparis
c. Servicing of room
d. Conversion board
4. As determined by house requirements that apply to uniforms and personal

hygiene.
a. Handling complaints
b. Good personal presentation
c. Guests request
d. Standards courtesy
5. Unexpected cleaning request

a. Cleaning duties
b. Cleaning and servicing
c. Shine up
d. Emergency cleaning
Answer Key 2.1-1
MULTIPLE CHOICES:
1. A
2. D
3. A
4. B
5. D
Learning Outcome # 2 Access rooms for servicing

CONTENTS:
1. Housekeeping and Front Office forms
2. Codes and regulations
3. Handle queries through telephone, fax machine, internet and e-mail
4. Interpersonal skills: Communication and listening skills
5. Upselling and selling techniques
1. Requests are handles in a polite and friendly manner in accordance with the establishments
customer service standards and security procedures.
2. Guest is acknowledged by use of name whenever possible
3. Details of requests made are confirmed and noted in accordance with industry procedures
4. Appropriate apologies are made when requests has arisen from breakdown in room service
5. Timeliness fro meting requests are agreed upon with guests
6. Requested items are promptly located and delivered within agreed timeframes.
7. Items for pick-up are collected within agreed timeframes
CONDITIONS:
brooms Telephone Pen and paper
squeegees Computer Housekeeping/ FO forms
dust pans guest room (complete and operating manuals
operational laboratory)
rugs for various purposes refrigerator room supplies and amenities
toilet bowl brush electric fan brochures and rates
toilet pump air conditioning unit cleaning chemicals
gloves shelves first aid kit
mop squeezer alarm clock
step ladder television and video player
buckets vacuum cleaners
sorting baskets carpet sweeper
brushes babys crib
roll-away beds/ cots
caddy/ trolley
METHODOLOGY:
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT CRITERIA
Observation
Written examination
ACCESS ROOMS FOR SERVICING

Read: Information Sheet 1.2-1 Evaluation Tool which trainers use in evaluating
their trainees after finishing a competency of
SERVICE HOUSEKEEPING REQUEST the qualification.
1. Liaise with other staff to obtain and or deliver
Go through the learning activities outlined for
identified service or items
you on the left column to gain the necessary
2. Locate and deliver required items to guest information or knowledge before doing the
room tasks to practice on performing the
3. Set up equipment in guest rooms requirements of the evaluation tool.
4. Items from guest rooms a required The output of this LO is a complete Institutional
Competency of Housekeeping NCII. Your
Perform: Task Sheet 1.2-1 output shall serve as one of your portfolio for
your Institutional Competency Evaluation for
Answer: Self Check 1.2-1 Clean and prepare rooms for incoming
guests.
Feel free to show your outputs to your trainer

as you accomplish them for guidance and
evaluation.

the qualification.

information or knowledge before doing the tasks
to practice on performing the requirements of
the evaluation tool.
After doing all the activities for this LO2: access

rooms for servicing:, you are ready to
proceed to the next LO3: Make up beds.
SERVICE HOUSEKEEPING REQUEST
1. Liaise with other staff to obtain and or deliver

identified service or items
Introduction
As identified in the past section, guests or staff may have requests which must be
addressed. In some cases these tasks can be performed by yourself or within the
housekeeping department.
In many cases, in order to respond to a guest request it requires the involvement of

other people or departments.
A guest is not concerned who handles their request. Their concern is that it is simply
handled in a satisfactory and timely manner.
The need for teamwork

On some occasions, there will be a need for
teamwork and the person receiving the
request for housekeeping services may need to
obtain assistance from another staff member to
comply with the request.
For example, a large spill in a room may be

better dealt with by 2 people rather than just
one. A large piece of equipment or furniture that needs moving will require a team lift
approach.
Where you feel that you are unable to fulfil the request on your own, you should
always be prepared to ask others for their help. You should also be prepared to help
others when they ask for your assistance.
Safety and security

Where you receive a request from a guest for extra service provision and the guest
appears annoyed, upset, affected by drugs or alcohol then you should always obtain
help from another staff member.
Certainly it is important to let someone know the room you are going to.
When you are servicing a room, others can tell where you are by the location of your
trolley and looking at your room chart, but when you respond to a call to take an item
to a room it is impossible for others to know where you are should you need help.
All it takes is a quick call to another staff member Hi its John here on the 7th floor:
just taking some extra guest supplies to Room 1010. Should be back on station in 5
minutes.
Responsibility
Regardless if the request has been forwarded to
another person for completion it is important that you
ensure that the request is actioned.
Keep track of what is happening and where required

keep the guest informed of what is happening and
expected time for completion.
Once the request has been fulfilled, it is a good idea to check with the guest to ensure
they are satisfied with the outcome.
2. Locate and deliver required items to guest room
Introduction
In most cases, it will be the responsibility of housekeeping to carry out any guest
requests that they receive.
This is generally fairly easy to do because moist requests relate to items that the
room attendant has ready access to guest supplies are on the housekeeping trolley
and most other things requested are either in a Floor Housekeeping storeroom or can
be borrowed from a vacant room.
In other cases, however, some requests may involve a bit more time and effort.
Its not my job!

No staff member should ever use the phrase Its
not my job when responding to a request from a
guest.
In a service industry, it is always your job to assist

guests.
If the request is outside your normal work

responsibility, you should:
Record and confirm the request
Pass the details on to the relevant person for them to action.
Never, ever tell a guest Youll have to ring the Maintenance department we dont
handle replacing light globes or Sorry, Room Service do that perhaps if you
ring 22 someone there can help you.
Action is the key to responding to a request

Once a request is received, you must promptly seek
out the item or equipment necessary to complete the
request within the agreed timeframe.
The key to any request from a guest is to take action

on their request.
To do this, you will most likely just go to your trolley

(or to the nearest housekeeping storeroom), grab what is needed and take it to the
guest room.
Passing on requests
In other cases , where the request falls outside you

ability to fulfil it, the appropriate person must be notified
and the request passed on important points when
doing this are:
Pass on all the relevant details including the name and

room number of the guest is vital. This information
allows the person to get back in contact with the
guest to clarify things or amend the promised
delivery time
Make sure the person you give the message to

understands it. Get them to repeat it back to confirm it. Make special mention of
any important bits including the need for urgency.
Stress any agreed time that have been given. If you promised the item in 10 minutes,
you must let the other person know when that 10 minutes is up.
Requests for information

It is sometimes more time consuming to provide certain
things to guests. Requests for information are amongst
these.
Requests for information can cover:
Information on the products and services offered

by the establishment even though guests have
an in-room compendium they can still want more
detail than what is there and there is always the
possibility that this information is out-of-date.
Use your product knowledge about the property

to answer these questions, and where you dont
know the answer, apologise, tell them you will find
out the answer and get back to them, then do so.
Availability of services, hours, location of meals, services and equipment you

might be able to inform a guest that there is an ice machine at the end of the
corridor but perhaps you dont know when the spa
opens or what the treatments are how much they
cost.
How various types of equipment works you are

expected to know how to operate all the in-room
facilities (this should be one of the first things you
are trained in as part of your on-the-job training)
but guests may ask you about other items of
equipment throughout the property that you know
nothing about. This is to be expected if your are
the first person they see as they walk back to their
from not being able to operate a piece of gym
equipment, not being able to get the vending
machine to work.
Requests for information about local services, attractions, transport, shopping,

entertainment, bars, places to eat. While is probably more a reception or
concierge role, once again, guests can ask you because you are there.
In these situations:
Never say I dont know and leave it at that
Never tell them its not your job to provide that sort of information
Never tell them to look it up in their in-room information compendium.

Never give them the impression that asking for the information is an imposition or a stupid
thing for them to do.
3. Set up equipment in guest rooms
Introduction
From time to time the housekeeping department may be asked to help set up items requested
by guests.
These requests need to be accommodated as quickly as

possible because when such requests are made, guests are
usually waiting to use the items.
What items might be involved?

The items that may need setting up could include:
Table and chairs for meetings or to assist with

the provision of room service meals
Internet connection
Television
DVD player
Data projector
Portable bed
Portable cot.
In-room meetings
Guest rooms are sometimes hired by companies for business purposes to hold a
small meeting make presentations or display goods and in such instances it may be
your responsibility to move furniture around, set up tables and chairs before the
meeting commences.
Directions will be given by the person hiring the room about what they want, where
they want it set and the time by which it needs to be ready.
Elderly people
Elderly people can often have problems with technologically-based items in their
rooms.
They may be perfectly well able to operate their TV or DVD at home but the one in
their room may be different and they may not be able to make it work.
Dont make them feel stupid for asking, take time to

make sure they have understood what you have told
them and check to see they are able to operate it
properly on their own before you leave. A call to the
room 15minutes later to check everything is fine would
also be appreciated and shows evidence of excellent
service.
Elderly people may also seek your regular

assistance in:
Moving heavy items which can include their personal

luggage
Getting items down from high places
Obtaining things from low places
Obtaining a wheelchair to access other facilities in the venue.
Portable beds and cots
Setting up portable beds and cots is a task that many

in housekeeping hate!
They are often cumbersome to move, and difficult to

set up. Lots of injuries have resulted from moving and
setting up these items.
Where possible, it is advisable to place them into

rooms and get them set up prior to the guests arriving so no-one can hear or see
what goes on!
Tips that may assist include:
Be careful they bite: watch your fingers
Practice before having to do it front of a guest its embarrassing to have problems

with people looking on
Follow the instructions
Dont rush
Have an experienced person with you when you do your first one. You never know
when youll need help even though youve done loads of practice.
It should be a standard house rule that guests are never allowed to set up a portable
bed or cot. Not only is allowing them to do this very bad service but there is a great
risk they may injure themselves.
Know the house rules

It is important for you to be well-versed on the
different types of equipment that need to be set
up and the steps to take to actually set up the
equipment in a safe, secure and fully-
operational manner.
You must also adhere to all health and safety

regulations when moving items about,
especially heavy items.
You must also follow any establishment policies on setting up equipment.
Where appropriate, agree on suitable time to collect equipment

There may be times when the guest will only require an additional piece of equipment
for a certain time span a short-term loan.
When this item is placed in the room, it may be a good idea for you to reach an
agreement with the guest about the collection time for that item.
The main reasons to identify a time for collection for these items are:
To allow the guest to be able to plan their stay with us it saves them
wondering what is going to happen in relation to the item: they know whats
going to and happen and can plan accordingly
To prevent the situation where the guest may place the item in the corridor
outside their door minimising the chance of damage to the item, or theft
To give the guest space in their room unwanted items take up space that the
guest may want to use for something else
To allow the asset to be put back into inventory and available for use by
another guest if the need arises.
In relation to agreeing on a time for collection of these short-term (or other)

loan items:
The arrangement to pick up should be made as
a suggestion rather than a requirement the
central idea is to provide service not to set
limitations or tell the guest what to do
Guests should be encouraged to contact

housekeeping and arrange for an extension of
the pick-up time where they want the item for a
longer period
Where housekeeping staff will be off duty when

the pick-up time arrives, arrangements need to
made with another department to collect the
item. It is not acceptable for the guest to have to
put up with an item in their room that they dont want there simply because we
cant pick it up. Room service staff, porters, or staff from any department could
be asked to assist.
Log books
Some establishments will have a log book to record information about when and
where extra items were delivered and when they need to be collected.
When an item is recovered from a guest room and returned to the store (or the vacant
room from where it was borrowed), this log is signed to demonstrate that return.
The log book assists in tracking assets and making sure all rooms have their
necessary items.
4. Items from guest rooms as required
Introduction
Whilst the majority of requests involve items to be taken to the room, there are times
when requests involve items being taken from the room.
These items may be:
Types of items for collection

To service a guest request effectively, you may need to pick up items from the
guest room such as:
Room features including furniture, appliances or amenities not being used

Housekeeping items and equipment that have been left behind
Towels, face washers and bath mats that are now dirty and need replacing
Toilet paper, tissues and other bathroom and

guest supplies that have run out
A replacement item to take the place of

something that isnt working
Items that are no longer needed but which

have been specially requested previously.
Guest items requiring further action such as

dry cleaning, storage or repair.
Keys in collecting items

It is vital to understand that if you have made a promise to pick something up at an
appointed time, the guest is expecting you to arrive at
that time.
They have probable changed their plans, re-arranged

things to accommodate this, and are waiting: and every
minute they wait past the scheduled time seems like an
hour and their level of frustration etc rises and rises.
They cant get on with what they want to get on with
until you arrive!
So make sure you are there when you said youd be.
If you are going to be late:
Get someone else to collect it and make sure

they do it on time
Contact the room, apologies and arranged a revised time.

Never just be late and fail to notify the guest.
If the item you are picking up is heavy or

awkward, take someone else along or a trolley.
When you arrive to collect the item:
Knock on the door and announce

Housekeeping
Greet the guest by name
Apologise, if applicable
Tell them why you are there Ive come to pick

up the
Ask for permission to enter the room
Thank the guest for their permission to do so
Keep your eyes and ears to yourself
Pick up the item and walk to the door
Apologise again, if appropriate
Make arrangements for a replacement item, where appropriate and a time for
its delivery
Thank the guest again
Depart the room.

Task Sheet 2.2-1
Title:
WORK PROJECT
Performance Objectives:
It is a requirement of this Unit you complete Work Projects as advised by your Trainer.
You must submit documentation, suitable evidence or other relevant proof of completion
of the project to your Trainer by the agreed date.
Supplies:
Suitable evidence or other relevant proof of completion.
Equipment:
NONE
Steps/Procedure:
1. Research and Identify

2. Guests request
3. How to provide
Assessment Mthod:
Use the Performance Criteria Checklist

Performance Criteria Checklist for
Task Sheet 2.2-1
Criteria YES NO

When you would need to liaise with other staff to

obtain or deliver services or items
What services or items they could provide.

What items are commonly delivered to rooms

Where these items are normally stored

What items are commonly set up in the rooms

Items required for a meeting
What assistance can you provide to elderly persons
What equipment and other items are required when
setting up a cot.

What items are commonly removed from rooms

Where these items are taken.
Self Check 2.2-1
TRUE or FALSE
1. Staff members should ever use the phrase its not my job.
2. Never, ever to tell a guest or sorry, room service do that perhaps

if you ring 22 someone there can help you.
3. Grab what is needed and take it to the guest room.
4. Use your product knowledge about the property to answer.
5. Might be able to inform the guest always.

Answer Key 2.2-1
TRUE or FALSE
1. F
2. T
3. T
4. T
5. T
Learning Outcome # 3 Make up Beds
CONTENTS:
1. Requests are handles in a polite and friendly manner in accordance with the
establishments customer service standards and security procedures.
2. Guest is acknowledged by use of name whenever possible
3. Details of requests made are confirmed and noted in accordance with industry
procedures
4. Appropriate apologies are made when requests has arisen from breakdown in room
service
5. Timeliness fro meting requests are agreed upon with guests
6. Requested items are promptly located and delivered within agreed timeframes.
7. Items for pick-up are collected within agreed timeframes
CONDITIONS:

brushes babys crib
caddy/ trolley
METHODOLOGY:
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHOD:

Observation
Written examination
MAKE UP BEDS
the qualification.

information or knowledge before doing the
tasks to practice on performing the
requirements of the evaluation tool.

output shall serve as one of your portfolio for
Clean and prepare rooms for incoming
guests.

evaluation.

the qualification.

After doing all the activities for this LO3: Make

up Beds:, you are ready to proceed to the
next LO4: Clean ad Clear rooms.
Information Sheet 2.3-1
1. Strip and re-make bed with fresh bed linen
Introduction
Once you have successfully entered the room, it is now time to start cleaning the room.
Usually one of the first tasks is to make the beds.
Beds will need to be stripped in all departing rooms and at

nominated intervals for staying guests.
Standard procedures for this process will apply in every

establishment as this is one of the most common tasks that
room attendants are required to perform.
Bed making tasks give rise to many injuries to staff and some
properties use two room attendants to service each room so
that, amongst other things, bed-making tasks can be completed with less chance of injury.
When should the bed be stripped?
House policy will dictate what applies and there is usually a connection between the service
provided and the room rate being charged.
Options include:
Daily in high-priced rooms, prestige establishments: full change
Every second or third day full change
Change when the condition of the linen requires it such as situations where linen is dirty
or damaged.
Some properties will replace nothing if the guest is a short stay which may be defined as
three nights or less. In this case, a guest who is known to be checking out after three days
may not have their bed linen changed even though standard practice is to change bed linen
every two days.
Some properties use fitted bottom sheets but where they are not used, you may be required
every day or second day to remove the bottom sheet, use the top sheet as the bottom sheet
and fit a fresh top sheet.
Stripping a bed
The room attendant should follow house procedures to strip a bed.

These can be individual to the property depending on whether one or
two staff are being used, and what linen is involved.
The following is a representative guide of what is involved:
1. Remove bedspread or duvet. inspect and air, or replace as

required. All bedspreads etc are washed or dry-cleaned periodically
2. Remove blankets (where provided) - inspect and air, or replace as required. All blankets
are washed or dry-cleaned periodically
3. Remove pillowcases place into soiled linen bag. Inspect pillow and pillow protectors to
determine if they require attention or replacement
4. Remove sheets - place into soiled linen bag
5. Check mattress protector spot clean as necessary or replace if required due to staining
or damage
6. Inspect electric blanket safety check and for signs of staining. Replace as per house
protocols.
Items that have been stripped from the bed should not be placed on the floor. Check what
applies in your establishment but options include placing them on chairs, tables, couches in
the room.
Not only does it look bad for guests to see these items on the floor if they enter the room
while you are cleaning it, or they walk past the door on the and look in) but it is also
unhygienic.
Damaged or soiled bed items
When damaged items are found they must be replaced, with the damaged item either
forwarded to the appropriate department for repair or by notifying the appropriate person so
that they can pick it up.
If damage appears intentional contact your supervisor so that a decision can be made about
charging the guest for the damage.
Where what appears to be deliberate soiling of items has occurred, the same procedure
applies. A similar arrangement may also apply where excess mess is left by guests.
There are many approaches taken by different establishments to the removal of stains in
guest rooms.
Some properties will require you to remove the stained item replace it and forward it to the
Laundry or some other nominated department for their attention
Some venues will ask you to identify what the stain is and follow their established guidelines
for stain removal.
Other establishments will ask you to involve the Head Housekeeper and obtain their advice
about what to do.
Types of stains
Common stains found on carpets, mattresses, bed linen and chairs and couches made with
fabric are:
Urine and faeces
Blood
Beverage tea, soft drinks, alcohol of all types
Shoe polish
Food
Mud, dirt, grease and oil.
What action may be taken?
The first step is to develop the ability to identify the stain. Trial and error coupled with some
coaching from experienced staff are the keys to this.
You cannot expect to effectively treat a stain unless you have correctly identified what has caused
the stain.
In most cases a stain will require bed linen to be exchanged for fresh items. There are
virtually no occasions when spot-cleaning of these items is appropriate for room attendants.
Where spot cleaning appears suitable, the appropriate cleaner from those stocked on the
trolley is selected and applied according to manufacturers instructions, which can commonly
be via a spray bottle applicator, or rubbed directly onto the stain.
The stained area is then rubbed/brushed to remove the stain, rinsed
and then dried.
Most establishments will have a chart to guide in the removal of stains.

These charts are specific to the chemicals provided by the chemical
supplier being used at the property, and will identify which cleaner is to be
used for which stain on which fabric or surface, together with how to
apply the cleaner, and other relevant tips and information.
Remember that the correct action to take when dealing with stains will depend on interaction
of:
The type of material where the stain has occurred
The cause of the stain
The chemicals available to remove the stain.
This essentially means that providing generic advice on stain removal is not only impossible,
but potentially misleading as it can prove dangerous, damaging and expensive.
You need to know to the best extent possible:
What the material or surface is that has been stained
What the stain is
What chemical options you have for treatment.
Remaking bed with fresh linen

As with stripping of beds, individual properties have their own standards, procedures and
requirements for making beds.
Making beds is a common activity that needs to be practiced and

undertaken with great care as many injuries have resulted from
moving the bed in order to make it.
The importance of bed making
Making the bed properly is an extremely important part of

servicing any room because the bed is often the focal point of the
room and one of the first things in the room that the guest looks at.
The final appearance of the made bed must therefore make the right impression neat, tidy,
balanced, crisp, clean, attractive and inviting.
Special points in relation to final presentation of the bed can include:
The use of an overlay placed across the end of the bed to enhance eye appeal
Number of pillows provided standard procedure may be to place only one pillow per
person on the bed with additional pillows available in the wardrobe of the room for guests
to help themselves to: in a stay room, if the guest has used two pillows per person then
the bed should be re-made following their preference
Use of decorator pillows to enhance presentation
Placement of the pillows the property may lie the pillows down, stand them up or
arrange them in some unique way
Number of blankets used most properties use one blanket on a bed with extra blankets
available in the wardrobe or on request
Placement of a complimentary item on the bed this may be done as part of the turn-
down procedures but may also be a standing requirement when servicing the room.
Bed making styles

Your workplace may have its own bed making style but there are three styles of bed making
commonly used in the hospitality industry:
Standard style
This uses:
Mattress protector
Bottom sheet
Top sheet
Blanket
Bedspread
Pillows
Pillowcases.
American style
This features:
Mattress protector
Bottom sheet
Top sheet
Bedspread
Pillows
Pillowcases.
Norwegian style
This uses:
Mattress protector
Bottom sheet
Quilt
Quilt protector
Quilt cover
Pillows
Pillowcases.
Electric blankets are used in some hotels and where they are fitted, the electric blanket
security straps must be checked to ensure the blanket is straight and in place.
Bed making steps

Use the following steps as a guideline for making a standard style bed where no house
requirements apply:
1. Check electric blanket is straight and secured
2. Position mattress protector and secure strings
3. With seams down, position bottom sheet
4. Mitre bottom sheet all four corners by:
Tucking cover along foot and head of mattress
Lifting corner flap about 30cm from corner
Tucking in remaining portion of cover
Dropping flap and tucking in
5. Smooth out creases
6. With seams up, position top sheet top edge even with mattress at bed head
7. Position blanket seams up
8. Turn head of top sheet over blanket
10. Tuck in top sheet and blanket on sides
11. Mitre all corners, top sheet and blanket together
13. Position bedspread so it is straight and all corners

are even
14. Fold back bedspread at bed head end

15. Place pillowcases on fluffed up pillows
16. Position pillows on the bed as required
17. Fold bedspread over pillow and neatly tuck in.
Points to remember
Make sure all the fresh linen to go onto the bed is placed onto a chair, table or couchwhile
you are making the bed it must never be left on the floor
When you have finished making the bed, step back and inspect it to make sure it is right:,
then adjust as required
The way you make your bed at home is probably not going to be what is required at work
The way you made beds at your last employer is probably not going to be the same as
what is required with your current employer.
2. Re-make bed using existing bed linen
Introduction
Section 3.1 provided detailed instruction in how to make strip and make a bed. If a guest has
departed the room, it is vital that fresh bedding is used. But what if it is an occupied room
where the guest is staying for more than one day?
Depending on the type of organisation you are, and the level of service provided, it is
becoming more common for bedding not to be changed on a daily basis. As environmental
awareness increases, many hotel managers and customers alike, do not feel the need for
sheets to be changed on a daily basis. However this cannot always be assumed. Therefore
many hotels have Request Cards which allow the guest to decide if they require their
bedding to be changed. These cards are commonly found in hotel rooms throughout the
world.
Simply, guests place this card on the bed, which identifies that the guest would like their bed
linen changed. If this card is not placed on the bed, the existing bed linen will be used.
This practice has a number of benefits:
It is environmentally friendly as less washing is required
It reduces expenses for a hotel.
Most guests do not expect their linen to be changed every day,

unless it requires it due to stains or damage. It is standard
practice for most venues to change linen after 3 days.
So what do we do differently when making the bed for an

occupied room as opposed to a departure room?
Remaking a bed using existing bed linen

Whilst the instructions may reflect those previously given in Section 3.1, it is important that
clear procedures are identified when making a bed for an occupied room.
1. Remove pillows and place them on a clean surface, checking for stains or need for
replacement
2. Remove or pull back any blankets or duvets, again checking for stains or need for
replacement
3. Straighten bottom sheet, again checking for stains or need for replacement. If a new
sheet is required, change accordingly
4. Re-tuck in sheet
6. With seams up, position top sheet top edge even with mattress at bed head
7. Position blanket seams up
8. Turn head of top sheet over blanket
10. Tuck in top sheet and blanket on sides
11. Mitre all corners, top sheet and blanket together
13. Position bedspread so it is straight and all corners are even
14. Fold back bedspread at bed head end
15. Place pillowcases on fluffed up pillows
16. Position pillows on the bed as required
17. Fold bedspread over pillow and neatly tuck in.
Points to remember
Take special note of the preferences of the guest. Before making the bed check to identify
preferences including:
If they have removed the blanket or duvet, you may wish to place this in the cupboard or
folded back at the end of the bed
If they have more pillows, make the bed and position the pillows accordingly
If items such as books, magazines, glasses, clothes or other personal items were found
on the bed, place them neatly back on the bed in a similar position.
Task Sheet 2.3-1
It is a requirement of this Unit you complete Work

Projects as advised by your Trainer. You must
submit documentation, suitable evidence or
other relevant proof of completion of the project
to your Trainer by the agreed date.
3.1 To fulfil the requirements of this

Work Project you are asked to submit
evidence of you making a bed with fresh
bed linen:
Correctly stripping a bed
Selecting correct bed linen
Making a bed with fresh bed linen
3.2 To fulfil the requirements of this Work Project you are asked to submit evidence of you
making a bed using existing bed linen:
Correctly stripping a bed
Checking for bed linen needing replacement due to spoiling or damage
Making a bed with existing bed linen
Placing guest personal items in an appropriate location

Make up Beds
Strip and re-make bed with fresh bed linen
When should the bed be stripped?
Stripping a bed
Damaged or soiled bed items
Remaking bed with fresh linen
Bed making styles
Bed making steps.
Remake bed using existing bed linen
Remaking a bed using existing bed linen.

PROVIDE ADVICE TO GUESTS
1. Advice guests on services and items available through the

housekeeping department
Introduction
Many guests will have direct requests and are clear as to what housekeeping can
provide.
For some guests however this may be the first time in a hotel and are unsure what is
available for use in the room.
It is your role to provide assistance and information that may be suitable to their
needs. At times the guest may not directly tell you their need to be aware of signs that
may indicate their requirements.
Items or services that may be required

The guest may require any of the following directly related to the housekeeping
department:
Additional equipment in their room
Fold-away bed usually stored in the housekeeping department, this bed is portable
and already made up
Additional bedding
Extra blankets where these are requested it is a good idea to advise the guest that
an extra blanket is provided in the wardrobe just in
case they dont know this
Extra pillows as above
Extra towels
Hand towels
Face washers
Bath towels
Floor mats
Improvement in the servicing of room
Room to be re-vacuumed
Area to be re-cleaned
Bed to be remade
Items in compendium
Extra stationery determine what is needed and how many
Bathroom supplies
Extra shampoo
Extra soap
Extra shower caps
Items for beverage making
Extra tea, coffee, sugar and milk sachets
Extra crockery or cutlery
Repair or removal of broken equipment
Electrical water jug / kettle
Hair dryer
Toaster
Iron and ironing board
Light bulb changed
Air conditioning/heating system fixed
Instructions on how to work equipment
Instructions on how to work entertainment equipment
Instructions on how to work heating system
Instructions on operating the in-room safe.
Advising on hotel services and items

It is quite common for guests to ask you questions whilst you are in the room handling
a separate request. As you are face to face with the guest, they may use this
opportunity to ask you questions relating to the products and services provided in the
hotel.
As the face of the business it is your role to:
Provide information directly
Arrange for someone more suitable to come in person to provide information
Follow up a request including dinner reservations
Arrange copies of information sought including maps, brochures, menus or

contact information.
For most guests, they are new to the hotel and as a professional staff member you
should be equipped to provide guests with advice, information or suggestions to help
make their stay more enjoyable.
2. Advise guests on the use of items delivered to guest room,
if required
Introduction
From time-to-time you will be required to help guests use
items delivered to or already in their room.
This may be because guests have had no experience with

this sort of item or because they have no experience with
the type or model of equipment in the room.
It should be remembered that in most situations the guest is likely to feel

embarrassed at having to ask for help so this must be taken into account when
providing advice and assistance.
Keys to providing advice
The prime requirement is that you, yourself, can operate the equipment effectively.
It is imperative that you make sure that you find out how to operate all the in-room
items where you work and you have to know all the features of very piece of
equipment.
In addition to this operational knowledge, important aspects of providing advice are:
Explain the functions and operations of all aspects of the item that the guest wants to
know about including what all the switches, knobs do. Note that it may not be
necessary to explain all aspects of the item. Just focus
on what the guests want to know about or be able to
do
Make sure all health and safety requirements are covered

remember the property has a duty of care to all its
guests
Use clear terminology, simple words stay away from jargon
Use some simple questions to test their understanding of what you have explained to
them.
Instructional sheets in different languages

Many guests will not be familiar with equipment in the room as:
They are not the same as they use at home
They may be more technologically advanced

They may be connected to a in-room system for example the lighting system may
be controlled by a master panel
It is in a different language.
Regardless of why they may not be familiar with items, it is important they we are able
to communicate instructions in a manner which they can understand.
A very good way of doing this is through instruction sheets which are in different
languages or use symbols and pictures to explain how they are used.
3. Demonstrate the use of items delivered to guest room, if

required
Introduction
Whilst providing advice is very helpful in helping a guest to use and enjoy items in a
rooms, quite often you will be required to demonstrate how an item is used.
As mentioned in the previous section, quite often a guest may not speak your
language and the only way to get your message across is to demonstrate.
Whilst it is important that you demonstrate an item in a clear and concise manner, it is
vital that the guest understands the demonstration and is able to perform the task
themselves.
Keys to providing a demonstration

When providing a demonstration:
Demonstrate the operations and functions so that guests can see what you have
been talking about
Show the guests where the in-room instructions are point out the instructions in the
in-room compendium, or posted on the walls of the room. If relevant operating
instructions are not available in-room, make an effort to get them from somewhere
else in the premises
Take your time dont rush the explanations. Be prepared to explain

things twice. Be prepared to explain things a different way, using
different words or phrases if necessary
Give them an opportunity to try things out while you are there to
give them confidence and to allow you extra opportunity to assist
Encourage them to contact you again if they have further problems.

As an effective and interested staff member it is wise to ensure that the guest is
competent in the operations of items they want to use before you leave the room.
However, you may find that guests may want to practice without you watching, as they
may be embarrassed. Use your judgement when determining how much
demonstration and instruction they require.
4. Liaise with other staff and departments to provide
supplementary advice where appropriate
Introduction
Each housekeeping staff member will be required to have a sound basic
understanding of the items in the guest room and how they operate. It is important to
remember that their role, first and foremost, is to ensure the room is clean and tidy.
Items
There are many items that are either located in the room or available to be sent to the
room. Some of these items may be:
Technologically advanced such as computers, data

projectors and internet access
Mechanically advanced such as televisions, fridges and air

conditioners.
A staff member is not expected to understand the inner workings or components of all
items in the room and therefore will not always be able to demonstrate or explain how
to use it.
Services
Likewise, staff members will have a basic understanding of all the

items and services provided in the hotel but will not be able to
provide detailed descriptions.
In addition, many guests will require information on events or

activities in the local community which the staff member can not fully describe in
detail.
Access experts to provide advice

When guests require information which is beyond your level of knowledge or
understanding it is important that the most appropriate person is sought to provide
further information and advice.
This must be done in a timely manner. It may involve getting the expert to:
Come and explain or demonstrate to the guest personally or over the phone
Providing explanation to the housekeeping staff member, who will relay the
information to the guest
Providing information in a written format including brochures, maps, user manuals or

guides.
Task Sheet 2.4-1
It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You
must submit documentation, suitable evidence or other relevant proof of completion of the
project to your Trainer by the agreed date..
3.1 To fulfil the requirements of this Work Project you are asked to research and identify:
Items available through housekeeping

Services available through housekeeping
The best methods to advise customers on information relating to items and
services.
Tips to advise guests on the use of items delivered to the guest room.
Tips to demonstrate to guests how to use items delivered to the guest room.
Examples where housekeeping staff members will not be able to provide sufficient
advise or demonstrations to guests
Types of departments and experts who can provide assistance to guests.
Learning Outcome # 5 Clean and store trolleys and

equipment
CONTENTS:
1. Trolleys and equipment are cleaned after use in accordance with safety and
enterprise procedures
2. All items are correctly stored in accordance with enterprise procedures
3. Supplies and items are checked and replenished or re-ordered in accordance with
4. Additional housekeeping services is provided as requested in accordance with
5. Turn over procedure for next shift is carried out in accordance with enterprise
procedures
CONDITIONS:

brushes babys crib
caddy/ trolley
METHODOLOGY:
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHOD:

Observation
Written examination
CLEAN AND STORE TROLLEYS AND EQUIPMENT

the qualification.

information or knowledge before doing the
tasks to practice on performing the
requirements of the evaluation tool.

output shall serve as one of your portfolio for
Clean and prepare rooms for incoming
guests.

evaluation.

the qualification.

After doing all the activities for this LO5: Clean

and store trolleys and equipment:, you are
ready to proceed to the next Competency.
Information Sheet 2.5-1
1. Follow in-house requirements and policies in relation to room

cleaning
Introduction
Housekeeping has an extensive list of requirements and policies relating to what tasks a
room attendant should perform and how they should be performed.
The different sections in this manual will explain in detail the correct steps required in
cleaning different aspects of a room, however a correct order for cleaning must be
determined.
Cleaning in the correct order

All guest rooms that are allocated to you must be cleaned in the correct order.
The correct order may be determined as a result of one or more of the following:
As directed by the Executive Housekeeper
As requested by guests
So that vacated rooms can be put back on the (Front Office) board for sale/occupancy as
soon as possible.
Factors impacting on the correct order
In some cases, room attendants from different floors may be required to go to a nominated
floor and combine their efforts to clean rooms on that floor where, for example, a group has
just vacated the rooms on that floor and another group is expected in to fill them.
This will delay the cleaning of their allocated rooms on their floors.
In other cases, guests may be late checking out so the going

rooms may not be able to be cleaned when anticipated.
There will be guests who affect your intended order of cleaning

rooms by displaying a Do Not Disturb sign on their door.
This highlights that there is never any strict correct order because
of the fluid and unpredictable nature of the business and the
guests who use the accommodation: there may be a preferred
order but this rarely translates into what actually happens.
Minimising disruption to guests
When cleaning rooms you must always strive to keep the disruption caused to guests to an
absolute minimum.
Cleaning duties can disrupt guests:
As a result of noise caused during the cleaning activities and when moving about ion the
corridors
By providing a physical obstruction to them when they are moving about the corridors etc
Through unwanted interruption to their activities in the room when you knock to offer
Housekeeping.
Ways to minimise disruption to guests
When you understand the causes of a problem you are better placed to solve the problem, so
practical ways in which to minimise interruptions to guests are:
Always respect Do Not Disturb signs
Keep noise when moving around the floor to a minimum
Converse quietly with other staff and guests
Avoid knocking equipment into things
Keep trolleys and equipment away from guest traffic areas
Always allow guests right of way in a corridor or lift.
Remember too that guests do not always keep regular hours. Room guests may have flown in
on a late flight and be sleeping in or they may have had a late night.
Other room guests may be using their room for business purposes and not want to be
disturbed.
Preparing guest room prior to cleaning
When you have entered the guest room following the steps described in later sections which
will provide a guide as to what should take place in order to clean a room.
Remember, where the house procedures are different to the following guidelines, always
adhere to your enterprise procedures.
Cleaning a Check-out room

If the guest is still there after check-out time and in the process of leaving, use your discretion
about whether to leave and come back later, or whether to excuse yourself and begin
cleaning.
In situations where Reception is expecting a quick turn-around of rooms due to full occupancy
it may be acceptable to begin cleaning a check-out room while the guest is still there if they
have passed the advertised check-out time and no late check-out has been arranged.
In a check-out room the following procedures are applicable:
Turn on all lights and check the bulbs replace

where necessary
Open all blinds and curtains
Open windows or doors to let in fresh air if

applicable, and if weather permits
Turn off fridge for defrosting purposes and leave door

open if applicable
Collect and remove dirty towels, dishes, bottles and rubbish - any broken glass should be
wrapped safely in newspaper or similar
Remove any room service trays and cover them with a napkin as exposed stale food is
not a pleasant sight. These trays are usually placed in the corridor outside the room for
collection by the porter or room service staff.
Preparing a room for cleaning

As soon as you have completed the above tasks the cleaning proper can begin. This
procedure should be the same for every room.
Following a standard procedure and routine helps to avoid any areas being missed, and is
more time effective.
The exact detail of how to complete each of these steps will be detailed through the manual.
Although the exact procedure may vary from establishment to establishment, there are eleven
general steps to cleaning any guest room.
Where your premises vary from these, adhere to house policy:
1. Enter and prepare room
2. Strip and make bed
3. Clear and clean bathroom
4. Replenish all bathroom supplies
5. Dust and polish
6. Replenish guest supplies
7. Clean bins
8. Clean fridge
9. Vacuum
10. Deodorise
11. Do a final inspection.
Cleaning an occupied room

Key points to remember when cleaning an occupied room:
Never throw out any items like magazines and newspapers belonging to the guest, no
matter how old they are
Always replace items where they were found
If business papers are out on the desk or table and obviously being used, avoid cleaning
or tidying that area, apart from emptying the waste paper bin
Respect the guests privacy and dont be nosy
Take special care with all guests items
Hang guests clothing up appropriately
All cloths used in cleaning should be housekeeping issued room towels and linen
should never be used for cleaning but check your house practices relating to the use of
bath towels for drying bathroom areas.
For detailed information how to perform different tasks by a room attendant when cleaning a
room please refer to the appropriate section in this manual.
2. Clean fixture and fittings
Introduction
All rooms will have furniture, fixtures and fittings to some extent.
These relate to all the items in the room that may be used by a guest during their stay.
Furniture commonly refers to items in the room that are movable including beds, couches,
desks, television, clock radios etc.
Fixtures refer to items that are attached that are used by

the guest including air conditioning and light switches.
Fittings refer to taps, pipes and electrical aspects of the

room.
This section will explain some methods used to clean

fixtures and fittings.
Dusting and polishing
The main purpose of dusting is to collect small particles of dust.
The main purpose of polishing is to clean the item and leave a shiny, reflecting finish.
Dusting may be done with a duster or a damp lint-free cloth.
It is important to use common sense when choosing which piece of equipment to dust with.
Dont use a damp cloth if the moisture could ruin the object being cleaned and remember to
change the cloth when soiled.
Your on-the-job training, which will probably include being teamed up with an experienced
room attendant for a period of time, will provide the workplace guidance you need in this
regard.
When polishing an item, make sure to:
Spray the cleaning agent onto the cloth - not onto the
surface to be cleaned
Buff the surface after cleaning to remove any streaks.
When dusting and polishing a room, it is best to start in one

spot and work around the room, say, in a clockwise direction.
This routine should be followed in every room. Some small items may need to be picked up in
order to dust or polish underneath.
The following areas will need either dusting or polishing. Some will need cleaning on a daily
basis, while others may only need to be cleaned weekly.
Remember that check-out rooms will need more intensive cleaning than occupied rooms,
however all rooms must be cleaned to establishment standards, including the following:
Air conditioning vents
Doors including top ledge and handles
Picture frames facing glass as well as frame
Mirrors frame and mirror
Skirting boards
Dressing table and drawers
Side tables and ledges
Wardrobe and internal shelving
Windows glass and frames
Window sills
Walls check for cobwebs and marks
Lamps base, shade and cord
Telephone main unit and hand receiver
Seat furniture dont forget to remove cushions and check sides, legs, back and
underneath
All furniture top, sides, legs, and underneath each item; dont forget to clean inside the drawers
Outside/balcony areas furniture, ash trays.
Cleaning bins
You should always wear protective gloves when cleaning the bin and
should be extra careful when handling the bin as many hazardous
items may have been thrown out by the guest such as broken glass,
razor blades and syringes.
Always be vigilant for items that could cause any health or safety risk.
Broken glassware or bottles should be wrapped up in newspaper and disposed of separately

and safely.
Waste bins should be properly cleaned by:
Tying the bin liner around the rubbish or emptying the bin directly into your waste bag on
the trolley
Spraying bin with appropriate multi-purpose cleaner, inside and out
Cleaning with the appropriate cloth
Fitting a new bin liner in the manner approved by the establishment.
3. Vacuum floors and other areas
Introduction
All carpeted areas should be vacuumed and many non-carpeted
areas including wooden floors, tiled bathroom area, linoleum
floors in kitchenette may also require vacuuming.
It is essential that all surfaces are clean and free from dirt, dust
and other items.
Vacuuming
Any stains on carpeted areas should be removed using the appropriate stain removal method
for your property that relates specifically to the type of carpet, the active ingredients of the
chemical and the type of stain. Where this does not remove the stain, a maintenance report
may need to be completed or the supervisor notified.
Try to vacuum the room starting at the furthest corner from the door and work back toward
the exit.
Ensure you vacuum around and under all furniture, and
under the bed.
Particular attention should be given to the corners of the room,

including the skirting boards.
To avoid injury when vacuuming, bend your knees when

cleaning under items.
Try to avoid bending over the machine. Keep it behind you where possible, moving it forward
as you vacuum from a point furthest from the room entry door towards the entrance door of
the room.
4. Clean kitchenette area, where applicable
Introduction
Some venues may have a kitchenette included in the accommodation. This may come in
various shapes or forms and have different inclusions.
In apartment and self-catering style accommodation, the products included might be detailed
and include:
Refrigerator
Cook top and oven
Microwave oven
Dishwasher
Tea and coffee making facilities
Pots and pans
Crockery and cutlery
Clothes washer and dryer.
This section will explore the best way to undertake cleaning of some of these items.
Cleaning the refrigerator

All food items left by guests should be handled in accordance with house policy this may
mean returning all unused items left by guests to the housekeeping office. Guests have been
known to call and inquire about their food items, which they have wanted to reclaim.
Other policies may allow you to discard any partially used food items that are found in the
refrigerator or elsewhere in a check-out room.
The refrigerator is usually cleaned on regular basis (that is, not daily but weekly or other), or
on a needs-only basis.
When cleaning the refrigerator you may be required to turn it off, depending on the cleaning
procedure to be applied before the cleaning starts.
The recommended procedure is:
Clean the inside of the refrigerator, including seals, with either hot soapy water or a
designated spray-on cleaner. Dry with a cloth when the cleaning has been done
Make sure food products and glasses are protected from chemical contamination during
the cleaning process. Covering them or removing them are the only safe options. Adhere
to what applies where you work
Items in the refrigerator such as cold water in jugs and milk sachets should be
replenished as required. Always remember to check the ice cube trays in the freezer
Switch refrigerator back on if it has been turned off prior to cleaning. Set the control to the
required setting, check that the light works (replace where required or notify
Maintenance department), and close door
Dont forget to check the refrigerator door seals for splits and cracks
Seals found in need of repair should be reported to the floor supervisor.
Cleaning the stove

Regardless of the type of stove you will be cleaning, always use gloves.
For a gas stove:
Remove burner caps, grates, and control knobs
Put them in your sink filled with very hot water and
dishwashing detergent
As these soak, dip a scrubbing sponge into the sink water and wring
Go over the stovetop, paying extra attention to any stains

around the burners
Rinse with clean water; let dry
Wipe down each of the items in the sink with your sponge
Rinse and dry the parts; reassemble the cook top.
For an electric stove:
For a coil electric stovetop, do this soaking method with the drip pans and knobs but not
the burners, which shouldn't be submerged and are self-cleaning
For a smooth electric stovetop, clean the surface with a nonabrasive scrubbing pad and a
liquid cook top cleaner. Finally, dip a sponge in hot soapy water, wring well, and wipe the
controls. Rinse and let dry.
Cleaning the oven

Inside oven
Cookedfoodstuck on the bottom, sides or glass of ovens can give off odours and smoke.
Try to remove large or deep stuck food items with a metal spatula and gently chip off any
loose pieces
Spray a cleaning agent on all sides on the inside or an oven

Wipe away
For hard to remove stains, use baking soda with a few

drops of white vinegar. Let it bubble for a minute or two,
and then whisk away the grime with a scrub sponge
Rinse with a clean, wet, regular sponge.

Oven glass window
Spray the inside of the window with appropriate cleaning agent
Let it soak
After a few minutes, rub down the glass with a nonabrasive scrubbing pad
Rinse with a wet sponge, and dry with a paper towel or microfiber cloth
Give the glass on the outside of the door a quick spray and wipe as well.
Cleaning dishwashers, washing machines and dryers

These pieces of equipment usually self clean on the inside, due to their method of operation.
However it is important that they are not only clean but safe to use.
Wash the outside of the appliance, removing stains, dirt and dust.
Dishwashers
When cleaning dishwashers, ensure:
That all items have been removed and placed away in cupboards
That any water inside has drained away
To clean around area where detergent has been used
To fill the rinse aid dispenser, if fitted.
Washing machines
When cleaning washing machines, ensure:
That they are empty
That if items are found in a machine, they are processed as lost

property if the guest has departed, or neatly laid out for a stay
over guest
To clear away any leftover clothing strands from inside the

machine.
Dryers
When cleaning dryers, ensure:
That they are empty
That if items are found, they are processed as lost property if the guest has departed, or
neatly folded for a stay over guest
To Clear away lint from filters and catchment areas.

Cleaning other items
Once the major pieces of equipment have been cleaned there are other tasks to perform.
These may include:
Washing and drying pots, pans, crockery and cutlery
Placing clean items in cupboards
Cleaning inside cupboards and doors
Refilling ice trays
Cleaning kettles
Restocking complimentary items such as tea, coffee and

biscuits
Changing drying towels and cleaning sponges
Replenishing detergents, washing powder and cleaning agents
Placing fresh milk in the fridge or other items as dictated by regulations
Cleaning the microwave
Wiping down benches and sinks
Cleaning the floor.
Follow organisational SOPs when performing these tasks.
Depending on the organisation, other items may also be re-stocked or stored.
When you have finished cleaning the kitchen, have a final look to ensure it is clean, tidy, dry
and fully stocked.
5. Replenish guest supplies
Introduction
Guest supplies are an important part of many guests stay with a property, and an on-going
source of concern for venue owners and managers.
The best advice in relation to them is find out what the rules are and stick to them.
What are guest supplies?
Depending on the establishment, there can be a number of items that will qualify as guest
supplies.
The simplest definition is any small item that can be used, and in some cases taken, by a
guest is a guest supply.
Examples include:
Compendium items
Pens
Paper
Stationery
Envelopes
Fax or e-mail forms
Promotional material
Room service menus in traditional menu format and

doorknob hangers
Sewing and shoe polishing kits
Guest dry-cleaning bag
Guest laundry list
Tea, coffee, milk and biscuits
Iron
Fly spray
Additional blankets and pillows
Remote control units
Hair dryer
Electric jug
Basic cups, mugs, saucers, glasses, tea-spoons, bottle opener.

As mentioned in a previous section, where the room has a kitchen/kitchenette, the concept of
room supplies expands enormously to include:
A set number and range of cutlery and crockery
Pots, pans and general cooking utensils
Cleaning materials detergent, scourers, cloths etc
Serving plates and bowls.
Room supply basics

An integral part of preparing a guest room involves checking, replenishing or replacing room
supplies.
Set numbers for these giveaway items are set by management and these must be adhered
to. This is to control costs.
Despite this set quantity of give-aways per room, most properties give room attendants
discretionary power to issue extras of certain items including tea, coffee, shower caps and
shampoo to guests on request. Check what applies where you work and adhere to it.
If the control of give-aways is a critical issue for management, it is necessary to locate these
items on your trolley in such as way that discourages unauthorised acquisition by guests. This
can mean locating them on the trolley so they are not easily seen and less of a temptation.
Room supplies are for guest rooms, not for private use by staff.
Using these items at work or taking them home for your personal
use is theft.
Tea, coffee and sugar items as well as shampoos and

conditioners must always be checked because these are items
that guests seem to take with them even if they dont use them in-
room.
Pens and pads are a close second.
A double-check should be made when replenishing these items

to ensure that other items have not gone missing such as cups,
saucers, bottle openers, glasses and batteries from the remote controls.
6. Check operational readiness of all items and equipment
Introduction
Enterprise standards as they apply to preparing rooms for guests can relate to issues such
as:
Physical placement of items in the room
Levels of cleanliness and tidiness
Time allocated for servicing different types of rooms for

example, the time allocated for cleaning a standard double check-
out room, as opposed to the time allocated for servicing a suite
that is staying on
Number of guest supplies of each type to be replenished
Re-setting items in the room
Checking the operational readiness of items.
This Section addresses the physical placement, resetting and checking the operational ability
of items in a guest room
Checking operational readiness
When cleaning a check-out room, there will be standards for checking the operational
readiness of items.
These standards aim to achieve uniformity and consistency

across the establishment.
Even small things can be subject to these resetting standards.

For example, some properties will require the telephone to be
placed in the cradle a certain way and the telephone cord to fall
to a nominated side of the unit.
In stay rooms, house policies may require that the settings set by the guest are allowed to
remain (with the possible exception of air conditioning
temperatures).
For example, in an occupied room if the guest has light dimmers

on a certain setting, the television on a certain channel and the
volume of the radio at a certain setting leave them as they are.
By comparison if the room is a departing room, things will need

to be checked and where necessary re-set to the house
standard settings.
Items included in this aspect of room servicing will include:
In-room air conditioning set at a predetermined temperature level
Refrigerator left at a nominated setting
Television set to a particular volume or channel
Clock set to the correct time
Alarm clock checked to ensure the alarm is not active
Radio tuned to nominated channel and set at desired volume
Dimmers set to medium setting
Toaster set to desired setting
Pens and message pads are located conveniently as required next to bed, near
telephone. All pads and pens should be laid in identical position throughout the venue.
It is vital that all items in the room are:
Where they are meant to be
In the correct quantity
Operationally ready.
There is nothing more frustrating for a guest to have to ask for and then wait for something to
be fixed, when it should have already been checked. This is even more frustrating for a guest
who has arrived on a long flight.
7. Report and remedy room defects and damaged items
Introduction
Regardless of how well a room is maintained, general wear and tear will happen, equipment
will break down and other problems will occur.
It is natural and while it may be annoying, guests will have a level of understanding. That said
any problems with a room should be indentified and rectified before a room is allocated to a
guest.
Every property wants their current guests to return to them as repeat guests and to tell their
friends about how great their stay with us was so that their friends become guests who are
referred to us.
It is difficult to cultivate repeat and referral guests if their

room has defects of any kind. We must always remain very
much aware that in nearly all cases guests have options. If we
dont deliver the service, facilities, and standard that they
want and expect, they can very easily stay somewhere else
next time.
It can be a sobering research activity to check the local phone book and count the number of
businesses that offer accommodation, all of which are your competitors trying to take your
guests and therefore your job.
Checking for defects

Another task when servicing a guest room is to check the room for any defects in equipment,
appliances, furniture or fittings.
This inspection should also check for equipment damage.
What are defects, what is damage?
Defects or damage can result from normal wear-and-tear, accidental damage or deliberate
and malicious action by guests.
Where you suspect damage has been intentionally caused by

guests and even guests that have already checked-out, you
should reports your beliefs to your supervisor and ask them to
view the damage for themselves to make a decision about what
action or claims may need to be made.
In some cases, guests may be charged for the damage and

clean up costs and placed on a Do Not Room List that
automatically flags a guest for refusal when their name is
entered into the reservation system as a result of a query or a booking.
Defects or damage include:
Broken fridge door seals
Chipped or broken glasses
Flickering fluorescent lights
Blown light globes
Remote controls with flat, or no, batteries
Broken fixtures or fittings
Refrigerators that make too much noise which can

prevent the guest from sleeping
Noisy air conditioning
Dripping taps
Ripped curtains and drapes that do not properly close allowing others to see in and
unwanted light to come into the room
Ripped, tired-looking or stained furnishings
Fuzzy television reception
Electric jugs and hair dryers that dont work
Room cards that do not easily integrate with the power

controls in-room
Irons where the temperature control settings are not working.
If a guest finds a defect in their room they may let you know about it but they may not.
If they dont, we have just disappointed one guest and unless we identify the problem that has
caused this we risk disappointing every other guest who uses that room!
Obviously this does little to generate repeat and referral guests.
What to do?
When a defect or damage to fixtures or fittings is identified, two courses of action present
themselves.
The course of action chosen will depend on the seriousness of the damage and whether or
not someone could be harmed because of the problem.
All action taken should be in accordance with enterprise procedures.
The two possible courses of action are:
1. The item must be taken out of service immediately and replaced if possible for
example, it may be possible in the immediate short-term to replace a hair dryer that is not
working (or is missing) in an occupied room with one from the floor housekeeping store or
from another room that shows as vacant on your room list.
2. The item is reported on a maintenance report and submitted to
the appropriate person for action to be taken where the
item presents a physical danger to guests it must be removed
from the room, tagged as Out Of Service according to
house procedures and stored appropriately so that it will not
be returned to service before being serviced.
The motto to remember is: If in doubt, have it checked out.
Record damaged items

Damaged items need to be recorded for many operational reasons.
Every property will have its own procedures for recording damaged items and room
attendants are expected to comply with these where they identify such items in any guest
room, and regardless of who damaged the items and how they were damaged.
Properties need to be aware of damaged items for the following reasons:
Monitoring costs
Determining supplies that need to be ordered
Evaluating the usefulness of products - and determining whether or not to continue using
a certain item or whether a better alternative needs to be sourced
Identifying high damage products to develop policies and procedures to reduce and
prevent damage
Removing them from service for OSH and duty of care reasons.
Identifying damaged items

You can become aware that an item is damaged through personal observation when you
service a room the basics are to:
Look for damaged items a visual inspection such

as drips
Listen for equipment that sounds as if it is

damaged or not working as intended
Be alert to smells that indicate problems such as

electrical smells
Heed advice from guests who report such problems.
Your personal experience in the workplace will build up over time to provide you with an idea
of what to look for and what items are commonly associated with damage.
Reporting the damage
Damaged or defective items must be reported so that appropriate remedial action can be
taken.
Options in reporting damage include:
Speaking face-to-face with the supervisor, Floor Housekeeper or relevant other person
Using the in-room phone to contact and notify directly either the maintenance department
or the housekeeper. Some properties have a ban on the use of guest room phones so
check to see what applies in your workplace
Using other internal communication methods (pager,

mobile phone) to contact and notify directly either the
maintenance department or the housekeeper
Using the in-room phone to contact reception and leave

a message see above
Completion of a Maintenance Report identifying the

damaged item, the room number, your name, and the nature of the damage.
Identifying pests
All properties should have some form of standard and establishment-wide pest control
program in place.
This program usually combines the services of an external, professional pest control
company with regular internal efforts at pest control.
Regular checks of rooms done by the external pest control service (with their vehicle parked
around the back of the building most people see the presence of a pest control vehicle as
evidence of a pest problem as opposed to regarding it as prevention) should be at the centre
of this program.
Where the established pest control program has not worked effectively and you identify pests
in a guest room, immediate action needs to be taken.
Besides being undesirable from an aesthetic point of view, pests in a guest room can pose a
serious health risk as well as present the potential for damage to walls and wires from
gnawing.
Types of pests
Pests include:
Flies
Cockroaches
Silverfish
Fleas
Spiders
Mice, rats and ants.
Signs of the presence of pests include:
Seeing them
Hearing them
Seeing evidence of their presence such as droppings, spots on walls and surfaces, eggs,
webs and cocoons.
Action to take
The exact action to take when pests have been sighted or are suspected must be in
accordance with the house procedures that apply.
You may be required to deal on-the-spot with flies, ants, cockroaches and spiders using an
aerosol spray but it is important to remember that some guests may be allergic to insect
sprays so use them sparingly.
Make sure you remove the bodies! A dead fly or a dead mouse looks as bad as a live one.
Make sure you also remove any other evidence of the pests webs, droppings.
Other pests may have to be notified to your supervisor, Head Housekeeper or the
Maintenance department for them to action. This notification should be immediate to enable
action to be taken as soon as possible.
Action to prevent a pest problem
An effective pest control program requires you to do whatever you can to keep the pests out
in the first place in practice this means:
Keeping doors and windows to guest rooms closed
Making sure fly wire screens are fitted and in good condition
Making sure that anything provided to a guest room is free from

pests
Control any pests you see using aerosol sprays or other approved internal or external
methods; this can be baits, traps, fogging and commercial spraying.
Apply good housekeeping techniques to deny food and drink to pests and maintain hygienic
conditions this includes:
Never leaving food out on benches or tables
Checking to ensure food scraps are not lying on the floor anywhere in the room in the
kitchen under the stove; under the bed
Keeping bins clean and in good repair
Cleaning premises thoroughly and disinfecting when necessary
Removing all rubbish on a regular basis.
The section has highlighted the fact that problems in a guest room, whilst mostly will
comprise defects and damage to physical items, there are other issues that need to be
addressed to ensure the guest has a positive experience.
8. report suspicious items or situations
Introduction
Accommodation establishments are the setting for many illegal activities and all room
attendants must be alert for signs this is happening or may take place.
The role of a room attendant is this regard is only to report it is not to intervene, take action
or put themselves in harms way.
Members of the public can target floors and rooms with a

view to breaking and entering. If the thief has watched their
target leave the property to go on a three-hour tour they
know the targets room will be safe for that period and it is a
relatively easy target.
Other guests will use their room for illegal activities that they
do not want to undertake at home.
Is the activity illegal or immoral?

Individual establishments can have different approaches
this.
Most properties are not prepared to allow illegal activity

and also frown on immoral activity.
Some turn a blind eye to immoral activities deeming that

what guests do in the privacy of their own room is their
business.
You need to speak to your supervisor to determine what applies where you work and accept
the position taken by the establishment: if you ever have any concerns about differentiating
between illegal and immoral seek guidance on the distinctions from your supervisor and be
guided by them and their experience.
Taking action
If you notice an item that looks unusual or suspicious, or see an

occurrence that is suspicious, appropriate action should be taken
immediately.
The appropriate action may be spelled out in the standard Emergency

Procedures for your venue.
The action may be to:
Advise the floor supervisor, the Floor Housekeeper or the

Executive Housekeeper
Contact venue security.
Always adhere to workplace policies and procedures when dealing with such matters, as they
are potentially dangerous and serious.
An unusual item or situation may include:
A package left unattended in corridor or stairwells
An item that is heavily bloodstained
A package left in a check-out room
A weapon found in a room whether the room is a stay

room or a departed room
Drugs or packages thought to contain drugs
Explosives
Evidence of drug taking in a room including the presence of drug paraphernalia.
Suspicious occurrences or people may include:
Person behaving nervously or anxiously in a corridor, stairwell, near a store room, in the
guest laundry etc
Person in an area they shouldnt be in such as areas members of the public in areas
restricted for Staff Only access
Person using excessive force against another person
Loud voices and swearing
Sounds that indicate damage is being done
Person seeming to loiter on a floor, along corridors, in

public areas
Person asking you to let them into a room.
If you see or hear anything that is suspicious, unusual or appears illegal you should:
Not say anything to the persons involved
Try not to alert them to the fact you have noticed

something suspicious or unusual.
Try to remember as much detail as possible write

down notes when safe to do so
Alert the relevant person as soon as possible in

such a way that others (those involved and other
guests) cannot hear what is being said.
It is rare for you to have the authority to call police so you should refrain from doing this in all
but the most extreme cases of actual or imminent danger.
9. Handle guest property left in room from which the guest has
departed
Introduction
From time to-time departing guests leave items in their rooms.
Sometimes this is an over-sight on their part and sometimes it is intentional.
Regardless, all guest property found in a check-out room must be handled in accordance with
house policy.
Dealing with lost property

There may be times when you come across items in check-out rooms that have been left
behind by the guest.
Such items should be treated as valuable in the first

instance, no matter what the actual dollar worth of replacing
such an item may be.
For example, a simple, partially used bottle of facial

foundation, a camera, piece of clothing or an item of
jewellery. They are all the same in terms of being a lost and
found item.
All such items should be taken to the housekeeping department and recorded in the Lost and
Found log book.
It is the housekeeping departments responsibility to keep accurate records of all items found
in guest rooms or public areas.
Information that needs to be recorded about the item may include:
Date found
Room number or other location as appropriate

(corridor, guest laundry etc.)
Exact location in room where item was found

under the bed, in the bathroom
Description of item such as Gents briefcase,

brown, locked, Avon brand, ladies Seiko watch, gold with
leather strap
Name of person who found the item
Date item was returned to the owner - after item has been claimed or sent to the rightful owner.
Generally, lost property is kept for three months, however during that time the establishment
may attempt to contact the owner, especially if the item appears valuable or the guest is a
regular.
Where forwarding address or phone number is available, the guest is contacted and asked if
they would like the item returned.
The guest may be asked to forward postage before the item is sent.
A With Compliments letter generally accompanies the return of the item and a copy of this
letter should be filed in the lost property correspondence file.
Some items that have not been claimed within a three-month period, after all channels to
contact the owner have been exhausted, will be given back to the finder or handed to police
depending on the value of the item and what it is.
Lost property should never be taken off the premises without the correct authorisation. You
cannot assume that an item is yours simply because you found it and the owner has departed.
Is it lost or has it been left on purpose?

Where the lost property is clothing (especially lingerie) or other items of a delicate nature, the
decision about whether or not to contact the guest must be made with due consideration to all
the possible ramifications. Tact and diplomacy may dictate that no contact is made in order to
avoid embarrassment and other potential problems.
This highlights that not all items left in a guest room are lost. They may have been
deliberately left there.
Perishable food
Where perishable foods are found, two options are commonly available.
The first option is that you may have discretionary powers to deal with any perishable food
you find.
This may include minor quantities of things such as leftover

takeaway foods, a few biscuits in an open packet, or a couple of
slices of cheese, a tomato and some slices of bread left in the
fridge.
If the items have been left by a departed guest, you may elect to
throw out such items.
Naturally the food would be left where it is if the guest was staying on.
The second option is that Standard Operating Procedures require all staff to take all found
perishable food to the Executive Housekeepers office, and to allow that person to make the
decision.
Liquor
Again, specific house practices will vary between establishments.
Commonly, any unopened bottle of liquor spirits, wine, beer or

whatever else is logged in the standard way, and the liquor may
then forwarded to the central liquor store for safe-keeping or
retained in the Housekeeping office for three months.
Opened bottles may be stored in the normal Lost and Found

store, or can be forwarded to another department.
It is useful to remember that what is actually inside a bottle of open beverage could be
anything.
What is on the label may not be what is in the bottle so you should definitely guard against
having a drink from any bottle, alcoholic or non-alcoholic, that has been already opened.
Other items
There is really no end to the nature of items that can find their way into the Lost and Found
area from the very ordinary to the highly exotic!
In general terms, however, they can include:
Inexpensive items these must still be handed in as, despite

being inexpensive, they may still have significant sentimental
value. These items may include cheap pens, disposable items,
handkerchiefs and socks
Expensive items objects of obvious worth such as cameras, lap

top computers, electric razors, jewellery, cash, or clothing
Documents this can cover a wide range of papers including

business and personal documents, as well as related items such as
passports and credit cards.
Given this wide variety of items that could be found it is worth checking house rules in regard
to the following:
Newspapers, magazines and books while it is common practice for staff to dispose of
newspapers from check-out rooms, check your house rules to make sure.
Also, find out about the house rules that relate to the disposal of magazines and books. Can
they be thrown out, or is there a requirement to hand them in?
What criteria apply, if any, to making the decision about keeping or throwing out these items?
Cash check to see if your venue has a special rule about cash that is found.
Regardless of what is considered is to be lost or found; it must be reported and recorded

according to organisational requirements.
Task Sheet 2.5-1
It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You
must submit documentation, suitable evidence or other relevant proof of completion of the
project to your Trainer by the agreed date.
being able to:
Identify the correct order to clean a room
Understand requirements and policies relating to cleaning rooms
being able to explain or demonstrate how to:
Clean fixtures and fittings, identifying the items and their purpose
Vacuum floors and other areas
Clean kitchenette area
being able to explain or demonstrate how to:
Identify and replenish guest supplies
Check operational readiness of five items in a room
Identify and report common defects and damaged items
Identify and report suspicious items or situations
Handle guest property in the correct manner

Performance Criteria Checklist
Task Sheet 2.5-1
Follow in-house requirements and policies in relation to room cleaning
Cleaning in the correct order
Cleaning a Check-out room
Preparing a room for cleaning
Cleaning an occupied room.
Clean fixtures and fittings
Dusting and polishing
Cleaning bins.
Vacuum floors and other areas
Vacuuming.
Clean kitchenette area, where applicable
Cleaning the fridge
Cleaning the stove
Cleaning the oven
Cleaning dishwashers, washing machines and dryers
Cleaning other items.
Replenish guest supplies
What are guest supplies?
Room supply basics.
Check operational readiness of all items and equipment
Checking operational readiness.
Report and remedy room defects and damaged items
Checking for defects

What to do?
Record damaged items
Identifying damaged items
Reporting the damage
Identifying pests.
Report suspicious items or situations
Is the activity illegal or immoral?
Taking action.
Handle guest property left in room from which guest departed
Dealing with lost property
Is it lost or has it been left on purpose?

COMPETENCY ASSESSMENT TOOL
Evidence Plan
Competency
standard:
Unit of
competency:
Ways in which evidence will be collected:
Demonstration & Questioning

Observation & Questioning
[tick the column]
Third party Report
Portfolio
Written
The evidence must show that the trainee
The trainee must know how to select proper chemicals

and clean potable water for cleaning and sanitizing,
equipment utensils, and working surfaces.
The trainee must know the proper cleaning and sanitizing
of equipment and utensils safely using potable water
according to manufacturers instructions..
The trainee must know on how to store and stacked
clean equipment and utensils safely in the designated
place.
The trainee must know how to use cleaning equipment
and supplies safely in accordance with manufacturers
instructions.
The trainee must know how to assemble and
disassemble cleaning equipment safely.
The trainee must know where to store cleaning
equipment safely in the designated position and area.
NOTE: *Critical aspects of competency

QUESTIONING TOOL
Questions to probe the candidates underpinning knowledge Satisfactory

respon
se
Extension/Reflection Questions No
1.
2.
3.
4.
Safety Questions
1.
2.
3.
4.
Contingency Questions
1.
2.
Job Role/Environment Questions
1.
2.
3.
Rules and Regulations
1.
2.
The candidates underpinning knowledge

was:
Satisfactory Not Satisfactory
Demonstration with Questioning Checklist
Trainee name:
Trainer name:
Qualification:
Unit of competency:
Date of assessment:
Time of assessment:
Instructions for demonstration
Given the necessary tools, the candidate will be able to demonstrate, preparing and producing
bakery products following standard procedures within 15 minutes.
to show if
DEMONSTRATION evidence is
demonstrated
Yes No N/A
During the demonstration of skills, did the candidate:

The candidates demonstration was:

Demonstration with Oral Questioning Checklist
Questions Satisfactory
response
The trainee should answer the following questions: Yes No
1.
2.
3.
4.
5.
The trainees underpinning knowledge was:

Feedback to trainee:
The trainees overall performance was:
Assessors signature: Date:

Suggested Questions with Answers for Oral Questioning
Questions with Answers
1.
Answer:
2.
Answer:
3.
Answer:
4.
Answer:
Oral Questioning Checklist
Trainee name:
Trainer name:
Qualification:
Unit of competency:
Date of assessment:
Time of assessment:
Instructions for Oral Questioning
The candidate will be assessed based on his/her answers to the given questions. The assessor should
not deviate from the standard questions provided herein.
Oral Questions Satisfactory
response
The trainee should answer the following questions: Yes No
1.
2.
3.
4.
5.
The trainees underpinning knowledge was:

Feedback to trainee:
The trainees overall performance was:

Assessors signature Date:
The candidates responses were:
Suggested Questions with Answers for Oral Questioning
Questions with Answers
1.
Answer:
2.
Answer:
3.
Answer:
4.
Answer:
5.
Answer:
THIRD PARTY REPORT
Candidate name:
Name of third party: Contact no.
Position:
Relationship with employer supervisor colleague other
candidate: Please specify ________________________________________________
Please do not complete the form if you are a relative, close friend or have a conflict
of interest]
Dates the candidate worked with you From: To:
Competency Standards:
Unit of Competency:
The candidate is being assessed against the competency standards for
We are seeking your support in the judgment of this candidates competence. Please
answer these questions honestly as a record of the candidates performance while
working with you. Thank you for your time.
Comments regarding candidate performance and experience
I can verify the candidates ability to: Yes No Not Comments to support
(tick the correct response] sure my responses:

Third party signature: Date:
Send to:

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COMPETENCY - BASED

CLEAN AND PREPARE ROOMS FOR INCOMING

Cleaning and Prepare Rooms for Incoming Guest

Welcome to the module in HOUSEKEEPING NCII QUALIFICATION. This

The unit of competency CLEAN AND PREPARE ROOMS FOR INCOMING

You are required to go through, a series of learning activities in order to

The goal of this course is the development of practical skills in supervising

This module is prepared to help you achieve the required competency, in

A certificate of achievement will be awarded to you after passing the

Contents of this Competency Based Learning Materials

No. Unit of Competency Module Title Code

Provide Housekeeping Providing

3 Provide Valet/Butler Providing TRS5123113

4 Laundry Linen and Laundering Linen TRS5123114

5 Clean Public Areas, Cleaning Public TRS5123115

6 Deal with/handle Dealing TRS5123122

CLEAN AND PREPARE ROOMS FOR INCOMING GUESTS

CLEANING AND PREPARE ROOMS FOR INCOMING GUESTS

NOMINAL DURATION: 100 Hours

LO 1. Set up equipment and trolleys

LO 2. Access rooms for serving

LO4. Clean and clear rooms

Learning Outcome # 1 Set up equipment and

1. Hotel codes and regulations

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

SET UP EQUIPMENT AND TROLLEYS

Feel free to show your outputs to your trainer as

This Learning Outcome deals with the

Go through the learning activities outlined for you

After doing all the activities for this LO1: set up

A product, normally in liquid format, used to clean

Clean Free from dirt; unsoiled; unstained

Defect A shortcoming, fault, or imperfection

Any chemical agent used chiefly on inanimate

Fittings Anything provided as equipment, parts, supply

A small kitchen or part of another room equipped

Articles of clothing, linens, etc., that have been or

Malfunction Failure to function properly

Manual handling The act of pushing, pulling or lifting

Planning The act or process of making a plan or plans

Policy A rule, a definite course of action

To make smooth and glossy, especially by

Procedure A particular course or mode of action

Providing housekeeping items including

To restore to a good or sound condition after

The act of asking for something to be given or

Strip To remove bed linen from a mattress

Hospitality accommodation containing more than

A transport vehicle used in housekeeping to move

RECEIVE HOUSEKEEPING REQUEST

1. Accept Housekeeping Request from Guest

It is therefore important that housekeeping staff maintain a professional level of

Understandably an accommodation room is considerably smaller in size than the

A hotel cannot provide all the necessary items a customer may

Types of accommodation properties

Housekeeping requests by guests can be made across a range of

A housekeeping department exists in any property that offers in-house

Housekeeping departments operate within:

Types of guest requests

A guest may request services or products

Housekeeping is often the department that operates