Contentspmkvyofficial.org/App_Documents/QPs/QP Room Attendant.pdf · Qualifications Pack For Room...

Contents

1. Introduction and Contacts..…1

2. Qualifications Pack……….……...2

3. OS Units……………………..…….….2

4. Glossary of Key Terms …………3

technologyconsul t ing

What areOccupationalStandards(OS)?

OS describe whatindividuals needto do, know andunderstand inorder to carry outa particular jobrole or function

OS areperformancestandards thatindividuals mustachieve whencarrying outfunctions in theworkplace,together withspecifications ofthe underpinningknowledge andunderstanding

Contact Us:Tourism and HospitalitySkill Council405/6, 4th Floor DLFCity Court,Near SikanderpurMetro Station,Gurgaon - 122002

E-mail:[email protected]

Qualification Pack: Room Attendant

SECTOR: INFORMATION TECHNOLOGY- INFORMATION TECHNOLOGY ENABLED SERVICES

(IT-ITES)ces Helpdesk AttendantSECTOR: TOURISM AND HOSPITALITY

SUB-SECTOR:1. Hotels 4. Facility Management2. Travel and Tours 5. Cruise Liners3. Restaurants

OCCUPATION: Housekeeping

REFERENCE ID: THC/Q 0202

ALIGNED TO: NCO-2004 / NIL

Room Attendant: Identifies housekeeping requirements, procedures andgathers resources for the guest rooms and defined areas, completes assignedhousekeeping tasks and monitors & maintains cleanliness and tidiness at theworkplace.

Brief Job Description: The primary role of entails keeping guest rooms anddefined areas in clean and orderly condition. The core responsibility includes‘systematic’ cleaning of the rooms and other defined area, providing linen,performing periodic & deep cleaning to maintain cleanliness and tidiness.

Personal Attributes: The individual needs to bear high integrity, a good moralcharacter, pleasing deportment, healthy habits and good grooming in additionto being physically fit, committed and proficient.

EYE ON ITCurrent IndustryTrends

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Introduction

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR TOURISM ANDHOSPITALITY INDUSTRY

Font: Callibri(Body),Font size 16

Qualifications Pack For Room Attendant

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Qualifications Pack Code THC/Q 0202

Job Role Room Attendant

Credits(NSQF) Version number 1.0Sector Tourism and Hospitality Drafted on 04/07/14

Sub-sector

1. Hotels2. Travel and Tours3. Restaurants4. Facility Management5. Cruise Liners

Last reviewed on

Occupation Housekeeping Next review date 31/10/15

Job

Det

ails


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Job Role Room Attendant

Role DescriptionIdentifies housekeeping requirements, procedures & resources forthe guest rooms and defined area, completes assignedhousekeeping tasks to maintain cleanliness and tidiness.

NSQF/NVQF levelMinimum Educational Qualifications*Maximum Educational Qualifications*

3

Minimum 8th Pass

TrainingSuggested but not mandatory

Experience Preferable 6 months in the role of a Housekeeping attendant(manual cleaning)

Applicable National OccupationalStandards (NOS)

Compulsory:

1. THC / N 0208 : Prepare for performing housekeepingoperations

2. THC / N 0210 : Clean floors, washrooms and bathrooms andreplenish supplies

3. THC / N 0212 : Clean furniture, fittings and other verticalsurfaces

4. THC / N 0214 : Obtain linen and make beds

5. THC / N 0215 : Carry out periodic room servicing and deepcleaning

6. THC / N 0216 : Maintain area neat and tidy

7. THC / N 0217 : Collect and dispose waste properly

8. THC / N 0207 : Report, record and prepare documentation

9. THC / N 0901 : Give customers a positive impression of oneselfand the organization

10. THC / N 0902 : Work effectively with others

11. THC / N 0903 : Maintain safe, hygienic and secure environment

Optional:

1. NA

Performance Criteria As described in the relevant OS units

Assessment Criteria Assessment Criteria for each NOS


4

Keywords /Terms Description

Core Skills/GenericSkills

Core Skills or Generic Skills are a group of skills that are key to learning andworking in today's world. These skills are typically needed in any workenvironment. In the context of the NOS, these include communicationrelated skills that are applicable to most job roles.

Function

Function is an activity necessary for achieving the key purpose of thesector, occupation, or area of work, which can be carried out by a personor a group of persons. Functions are identified through functional analysisand form the basis of NOS.

Job roleJob role defines a unique set of functions that together form a uniqueemployment opportunity in an organization.

Knowledge andUnderstanding

Knowledge and Understanding are statements which together specify thetechnical, generic, professional and organizational specific knowledge thatan individual needs in order to perform to the required standard.

National OccupationalStandards (NOS)

NOS are Occupational Standards which apply uniquely in the Indiancontext

OccupationOccupation is a set of job roles, which perform similar/related set offunctions in an industry.

Organisational ContextOrganisational Context includes the way the organization is structured andhow it operates, including the extent of operative knowledge managershave of their relevant areas of responsibility.

Performance CriteriaPerformance Criteria are statements that together specify the standard ofperformance required when carrying out a task.

Qualifications Pack(QP)Qualifications Pack comprises the set of NOS, together with theeducational, training and other criteria required to perform a job role. AQualifications Pack is assigned a unique qualification pack code.

Qualifications PackCode

Qualifications Pack Code is a unique reference code that identifies aqualifications pack.

ScopeScope is the set of statements specifying the range of variables that anindividual may have to deal with in carrying out the function which have acritical impact on the quality of performance required.

SectorSector is a conglomeration of different business operations having similarbusinesses and interests. It may also be defined as a distinct subset of theeconomy whose components share similar characteristics and interests.

Sub-SectorSub-sector is derived from a further breakdown based on thecharacteristics and interests of its components.

Sub-functionsSub-functions are sub-activities essential to fulfil the achieving theobjectives of the function.

Technical KnowledgeTechnical Knowledge is the specific knowledge needed to accomplishspecific designated responsibilities.


5

Keywords /Terms Description

NSQF National Skills Qualifications Framework

Unit CodeUnit Code is a unique identifier for a NOS unit, which can be denoted withan ‘N’

Unit TitleUnit Title gives a clear overall statement about what the incumbent shouldbe able to do.

VerticalVertical may exist within a sub-sector representing different domain areasor the client industries served by the industry.

QP Qualification Pack

OS Occupational Standards

OH&S Occupational Health and Safety

PPE Personal Protective Equipment

HR Human Resource

Def

init

ions

Acr

onym

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THC/ N 0208 : Prepare for performing housekeeping operations

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NOSNational Occupational Standards

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Overview

This unit covers preparation for performing housekeeping operations and includesappreciation of work to be done, selecting the most appropriate equipment and materialsfor the job and preparing the assigned area for housekeeping.

National OccupationalStandard


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Unit Code THC / N 0208

Unit Title(Task)

Prepare for performing housekeeping operations

Description This unit covers preparation for performing housekeeping operations and includesappreciation of work to be done, selecting the most appropriate equipment andmaterials for the job and preparing the assigned area for housekeeping.

It involves preparation for performing housekeeping duties in the rooms and theconnected area which includes cleaning floors, furniture, soft furnishing, fixtures,windows & doors, cleaning internal glass surfaces, cleaning toilets and bathrooms;sanitary fittings, furniture, soft furnishings, using appropriate methods and materialsfor removing garbage, collecting linen & making beds and carrying out periodic roomservicing & deep cleaning.

Scope This unit/task covers the following:

Activities covered: identify the housekeeping requirements procedures and resources of different

areas to be cleaned prepare for the housekeeping activities check preparation for carrying out housekeeping

Information/documents may include: workplace housekeeping procedures and policies manufacturers’ instructions concerning the use and servicing of equipment and

consumables supplier and/or client instructions emergency procedures regulations and policies concerning noise, smoking, work station ergonomics and

other critical OH&S issues quality assurance procedures checklists supplies register log book occupancy report

Positions/ persons room attendant interacts with are: first-Line Housekeeping supervisor and/or with site supervisor immediate colleagues and team members HR and/ or admin personnel of the concerned employer guests using the lodging facility employees/ staff of the premises patients/ doctors/ visitors in hospitals

Performance Criteria(PC) w.r.t. the Scope

Element Performance Criteria

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Identify thehousekeepingrequirementsprocedures andresources of differentareas to be cleaned

PC1. check assigned area as per duty rosterTypes of things to be cleaned: clean surfaces e.g. wood, plastic, ceramic/ stone/ marble furnishings e.g. fabric, curtains, upholstery fixtures and fittings clean floors and floor coverings e.g. carpets, vinyl and wooden laminates

etc. glass (for example, windows, mirrors and glass doors walls, glass partitions) service furnished areas e.g. checking cooling/lighting and emptying bins

PC2. check the occupancy rate for the areas assignedPC3. inspect the area for the cleaningPC4. identify the types of surfaces to be cleanedPC5. assess requirement for housekeeping equipment and consumables as per the

occupancy ratePC6. identify requirement of PPE to be used

Personal protective equipment may include: gloves safety headwear and footwear safety glasses

PC7. ensure that the data and information received is complete and correctPC8. identify workplace procedures for housekeepingPC9. choose the appropriate equipment and materials taking into account factors

such as manufacturers' instructions, risk, efficiency, access, time, surface andtype of soilingPreparation of work area use of protective clothing put up hazard warning signs, if required secure work/surrounding areas

Prepare for thehousekeepingactivities

PC10. obtain the PPE requiredPC11. obtain the appropriate equipment and materials and consumables and if the

same are not available, select suitable alternatives or inform the appropriatepersonEquipment and materials may be: manual equipment powered equipment cleaning chemicals

Materials, tools and equipments used: PPE cleaning agents for different surfaces water for cleaning solution wherever needed mug funnel


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bowl cleaner toilet disinfectant rubber spatula floor mop bowl swab plastic caddie spray bottle ladders cobweb cleaner glass cleaner dry vacuum cleaner (commercial) suction dryer floor polishers/burnishers power floor buffers scrubbers spray extractors dust pan and brush bucket wringer-trolley lint free cleaning clothes squeegees scrubbing brush/cloth dry window cloth sponge degreaser brush scraper toiletries to be replenished like toilet paper, tissues, bathroom linen etc. linen and bedding

PC12. wear the personal protective equipment required for the cleaning methodand materials being used

PC13. follow the instructions and procedures for entering and leaving the workplacePC14. plan the sequence for cleaning the area to avoid re-soiling clean areas and

surfacesPC15. ensure that all surfaces to be cleaned are accessible and can be reached to

perform adequate cleaningPC16. ensure that there is adequate ventilation for the work being carried outPC17. identify and follow specific requirements for housekeeping activities in

different parts of the work area assignedPC18. select equipment and consumables e.g. cleaning agents in accordance with

work area requirementsPC19. follow the manufacturer's instructions for using any tools, equipment,

consumables and cleaning agents


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PC20. carry towels, cleaning items, and cleaning supplies using wheeled carts or asper unit procedure

PC21. disinfect equipment and supplies, using appropriate solutions or steam-operated sterilizers

PC22. ensure levels of personal hygiene meet workplace requirements and aremaintained throughout the cleaning process

PC23. ensure that the right people know when cleaning is taking place and when thearea will be free for use again

PC24. follow the correct procedures to deal with any lost property or unattendeditems

PC25. check and prepare cleaning equipment as per manufacturers' instructionsbefore use

PC26. prepare work area and equipment so that the job can be done efficiently,correctly and safely

Check preparation forcarrying outhousekeeping

PC27. complete preparation for housekeeping duties following workplaceprocedures and ensure removal of waste

PC28. complete checklists and records for preparation for housekeeping duties

Knowledge and Understanding (K)

A. Organizational

Context(Knowledge of thecompany /organization andits processes)

The user/individual on the job needs to know and understand:KA1. legislation, standards, policies, and procedures followed in the company

relevant to own employment and performance conditionsKA2. relevant occupational health and safety requirements applicable in the work

placeKA3. importance of working in clean and safe environmentKA4. own job role and responsibilities and sources for information pertaining to

employment terms, entitlements, job role and responsibilitiesKA5. reporting structure, inter-dependent functions, lines and procedures in the

work areaKA6. relevant people and their responsibilities within the work areaKA7. escalation matrix and procedures for reporting work and employment related

issuesKA8. documentation and related procedures applicable in the context of

employment and workKA9. importance and purpose of documentation in context of employment and

work

B. TechnicalKnowledge

The user/individual on the job needs to know and understand:KB1. relevant OH&S procedures and guidelines concerning housekeeping

operationsKB2. workplace and servicing procedures and policies for the carrying out

housekeeping tasks in the workplaceKB3. risks when carrying out housekeeping tasks and related precautions to control

the riskKB4. housekeeping standards required in the workplaceKB5. application of relevant industrial regulations and requirements


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KB6. storage, service and upkeep procedure for housekeeping equipments andconsumables

KB7. what permits and checks are required for working on the premisesKB8. site layout and obstaclesKB9. instructions and procedures for entering and leaving the workplace and why

one should follow themKB10. levels of personal hygiene required at the workplace and why it is important

to maintain them during workKB11. which cleaning tasks are required to be completedKB12. how factors such as manufacturer's instructions, risk, efficiency, access, time,

surface and type of soiling can influence the cleaning method usedKB13. how to inspect a work area to decide what cleaning it needs and the best way

of carrying this outKB14. right personal protective equipment for the work area, equipment, materials

and chemicals usedKB15. why it is important to wear personal protective equipment when requiredKB16. importance of work schedules and why they should be followedKB17. correct sequence for cleaning the work areaKB18. which methods and materials are most effective on the surface and soiling to

be cleaned and what are the alternativesKB19. why different equipment should be used for different cleaning tasks and the

reasons for colour- codingKB20. how to clean the surfaces without causing injury or damageKB21. time allowed for completing the workKB22. the results expected from each cleaning operationKB23. the right techniques to use with chosen equipment and materialsKB24. the results of using wrong or unsuitable materials and/or not following the

manufacturers' instructionsKB25. how to change the cleaning method to suit the soiling and surface and the

different methods availableKB26. how to identify the signs of pest infestation and the right action to take to

deal with itKB27. cleaning methods and techniques that may cause nuisance to the public/

client and how to avoid this (e.g. by changing the timing/sequence of cleaningoperations)

KB28. various kinds of powered equipment for housekeepingKB29. why it is important to check the quality of work as one goes alongKB30. how to identify and deal with tasks that are outside one’s area of skill or

responsibilityKB31. storage areas for the equipment and materials and why they should be kept

clean, safe and secureKB32. procedures for organizing replacement and/or extra resourcesKB33. the range of cleaning agents and equipment available and how to choose the

right one for different types of soil and surfacesKB34. how to mix cleaning solutions correctly and safely and importance of

following manufacturers' instructionsKB35. why one should put up hazard signs and protect surrounding areasKB36. how to use the equipment and materials efficiently and safely


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Skills (S) [Optional]

A. Core Skills/Generic Skills

Reading & Writing Skills

The user/ individual on the job needs to know and understand how to:SA1. read and interpret instructions, procedures, information and signs relevant to

housekeeping activities in the workplaceSA2. interpret and follow operational instructions and prioritise workSA3. read and interpret information correctly from various job specification

documents, manuals, health and safety instructions etc. applicable to the jobin English and/or local language

Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to:SA4. discuss task lists, schedules, and work-loads with co-workersSA5. question customers appropriately in order to understand the nature of the

problem and make a diagnosisSA6. check and clarify task-related informationSA7. liaise with appropriate authorities using correct protocolSA8. communicate with people in respectful form and manner in line with

organizational protocolSA9. avoid using jargon, slang or acronyms when communicating with a customer,

unless it is requiredB. Professional Skills Plan and Organize

The user/individual on the job needs to know and understand:SB1. plan, prioritize and sequence work operations as per job requirementsSB2. organize and analyze information relevant to work

Service Orientation/Customer Centricity

The user/individual on the job needs to know and understand how to:SB1. manage relationships with customers who may be stressed, frustrated,

confused, or angrySB2. build customer relationships and use service and customer centric approach

Self-Management

The user/individual on the job needs to know and understand how to:SB3. importance of taking responsibility for own work outcomesSB4. importance of adherence to work timings, dress code and other

organizational policiesSB5. importance of following laid down rules, procedures, instructions and policiesSB6. importance of exercising restraint while expressing dissent and during conflict

situationsSB7. how to avoid and manage distractions to be disciplined at workSB8. importance of time management for achieving better results


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NOS Version Control

NOS Code THC / N 0208

Credits(NSQF) Version number 1.0

Industry Tourism and Hospitality Drafted on 04/07/14

Industry Sub-sector


Last reviewed on


THC/ N 0210: Clean floors, washrooms & bathrooms and replenish supplies

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Overview

This unit covers cleaning all types of floors and washrooms & bathrooms using variousequipment e.g. vacuum cleaners, polishers, brushes, mops, cloths, brushes, hoses etc.,and replenish supplies as per procedures.



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Unit Code THSC / N 0210

Unit Title(Task)

Clean floors, toilets and bathrooms and replenish supplies

Description This unit covers cleaning all types of floors and washrooms & bathrooms using variousequipment e.g. vacuum cleaners, polishers, brushes, mops, cloths, brushes, hoses etc.,and replenish supplies as per procedures.

This involves cleaning of floors in the assigned area which may include rooms andconnected common public area (corridors lift lobbies etc.) by sweeping, mopping,brushing, scrubbing, or wiping; using appropriate methods and materials andremoving garbage.

It also involves cleaning toilets & bathrooms and replenishing the supplies.


Activities covered: clean floors clean washrooms and bathrooms replenish supplies in the washrooms and bathroom complete assigned floor and washrooms & washroom cleaning duties



Clean floors PC1. choose equipment and cleaning agents that are right for the floor and theamount of ground-in soil/dirt

Types of floors soft (for example, carpets) semi-hard (for example, vinyl and wood) hard (for example, marble, concrete or quarry tiles)

Types of surfaces plastic ceramic wood stainless steel glass

PC2. choose a method of removing the dust and debris that is right for the floorand the amount of dust and debris involved

PC3. clear any large items of debris by hand, safelyPC4. mix and apply the cleaning solutionPC5. carry out the cleaning as per organization’s standards and procedurePC6. remove the ground-in soil/dirt without damaging the surface and leave the

floor and the surrounding area dry and free of smearsPC7. remove the loose dust and debris carefully and put the dust and debris into

the correct container for disposalPC8. leave the floor clear of dust and debris and put everything back in the right

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place when work is finishedPC9. choose a method of clearing up the spillage, if any, that is right for the floor

and the size and type of spillagePC10. remove the spillage safely and leave the floor surface clean and dryPC11. empty all waste from the bins in the area of responsibilityPC12. re-line or clean bins as per procedurePC13. put the garbage and debris in the correct container and remove the left-over

cleaning solution asidePC14. report any stains that cannot be removed to the supervisor

Clean washroomsand bathrooms

PC15. follow any special procedures for entering the washroom and bathroom

Hazards in the work area may include exposure to: chemicals dangerous or hazardous substances moving on slippery surfaces

PC16. make sure that there is enough ventilation in the area being cleanedPC17. follow any relevant codes of practice to make sure to protect oneself and

others throughout the process e.g. put-up appropriate signagePC18. choose equipment and cleaning agents that are suitable for the surfacePC19. mix and apply cleaning agentsPC20. clean washrooms and bathroom including bath tubsPC21. clean basins and taps so that they are free of dirt and removable marksPC22. clean the inside and outside of the washroom so that it is free of dirt and

removable marksPC23. check that washrooms are free flushing and drainingPC24. clean the fixtures and fittings in an order that is least likely to spread infectionPC25. clean the appliances, surfaces, fixtures and fittings so that they are dry and

free from dirt and removable marksPC26. clean the surrounding floors, walls, mirrors and other surfacesPC27. make sure waste bins are empty, clean and ready for usePC28. identify waste and get it ready for dispatchPC29. make sure that plug holes, waste outlets and over flows are free from

blockagesPC30. report any faults and problems to the appropriate person

Replenish supplies inthe washrooms andbathroom

PC31. check that holders contain the correct amount of consumablesPC32. check supplies and accessories including bathroom linen in the washrooms

and washroomPC33. make sure that customer supplies and accessories are clean and free from

damagePC34. replenish, replace and refill supplies as per organization procedurePC35. follow the manufacturers’ instructions correctly when refilling or replacing

itemsPC36. make sure the area has the right amount of supplies and consumables when


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work is finishedPC37. report any stock shortages to the appropriate member of staff

Complete assignedfloor and washrooms& washroom cleaningduties

PC38. ensure cleaning equipment is clean and in working order when work isfinished taking appropriate action to deal with any items that are not

PC39. put everything back in the right place when work is finishedPC40. remove or replace personal protective equipment following workplacePC41. ensure floor cleaning duties are conducted following workplace procedures

and waste removedPC42. notify maintenance requirements of any damaged items to appropriate

personnelPC43. complete and ensure checklists and records for housekeeping duties are

maintainedPC44. check work areas to ensure required workplace standards are met


A. OrganizationalContext(Knowledge of thecompany /organization andits processes)








workB. Technical

KnowledgeThe user/individual on the job needs to know and understand:

KB1. relevant OH&S procedures and guidelines concerning housekeepingoperations

KB2. workplace and servicing procedures & policies for carrying out floor cleaningtasks in the workplace

KB3. floor cleaning standards required in the workplaceKB4. how to operate the various kinds of power equipments/machines used to

clean floorsKB5. safe practices while operating power, electrical appliances with dry and wet

cleaning agentsKB6. risks when carrying out floor cleaning tasks and related precautions to control

accidentsKB7. site layout and obstaclesKB8. storage, service and upkeep procedure for cleaning equipments and


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consumablesKB9. application of relevant industrial regulations and requirementsKB10. different methods of removing loose dust and debris and how to choose the

right oneKB11. types of the container in which to put dust and debrisKB12. safe handling techniques for large items of debrisKB13. different methods of removing ground-in soil/dirt by hand and how to choose

the right oneKB14. range of cleaning agents and equipment available and how to choose the

right one for different types of dirt and surfacesKB15. how to mix cleaning solutions correctly and safely and importance of

following manufacturers' instructionsKB16. how to remove ground-in dirt without damaging the surfaceKB17. why the floor and surrounding area should be left dry and free of smearsKB18. why one should not try to spot clean non-washable surfaces and what might

happen if one doesKB19. why over-wetting the surface should be avoidedKB20. why it is important to clean or reline the binsKB21. types of spillage and different methods of removing spillages and how to

choose the right oneKB22. the importance of preparing correctly before cleaning washrooms and

washrooms, and what may happen if one does notKB23. to whom one should report faults and problemsKB24. why it is important to make sure there is enough ventilation when the

washrooms and washroom are being cleanedKB25. how to protect oneself and others throughout the cleaning process and why

these measures are important before, during and after cleaningKB26. organization’s standards for washrooms and bathroomsKB27. why one should wear protective clothing when cleaningKB28. why one should not use washroom and bathroom cleaning equipment in

other areasKB29. the types of problems one might come across when cleaning washrooms and

bathrooms and how to deal with theseKB30. what to do if a customer comes in when one is cleaning a washroom or

washroomKB31. which cleaning processes one should use for different types of surfaces,

washroom appliances, basins and level of soilageKB32. how effective cleaning helps with infection controlKB33. the types of faults and problems that one is likely to find in the areas and how

to deal with themKB34. the procedure and techniques of clearing the washrooms and bathroomsKB35. how to clean sanitary items in an order that is least likely to encourage the

spread of infectionKB36. why one should check to make sure that holders contain the correct amount

of consumablesKB37. the consumables that should be replenishedKB38. the correct procedures for reporting faults or problems and why these

should be followed


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KB39. the correct place for the storage of cleaning equipment and materialsKB40. why used personal protective equipment should be removed or replaced

upon leaving the sanitary areaKB41. different kinds of bins available for garbage disposalKB42. how to segregate garbage for disposal and correct container for garbage and

debris for disposal, how to cover, clean and where to keep the garbage binsKB43. the organization’s standards for replenishing supplies and accessoriesKB44. why one should maintain a constant stock of supplies and accessories




The user/individual on the job needs to know and understand how to:SA1. follow instructions accuratelySA2. use questioning to minimize misunderstandingsSA3. communicate with people in respectful form and manner in line with

organizational protocolSA4. check and clarify task-related information; discuss task lists, schedules, and

work-loads with co-workersSA5. use gestures or simple words to communicate where language barriers exist

Problem Solving

The user/individual on the job needs to know and understand how to:SB1. think through the problem, evaluate the possible solution(s) and suggest an

optimum / best possible solution(s)SB2. identify immediate or temporary solutions to resolve delays

B. Professional Skills Plan and Organize



The user/individual on the job needs to know and understand how to:SB5. manage relationships with customers and co-workers

Self-Management

The user/individual on the job needs to know and understand how to:SB6. taking responsibility for own work outcomesSB7. time management, adhering to work timings, dress code and other

organizational policiesSB8. following laid down rules, procedures, instructions and policiesSB9. managing conflict and distractions at work


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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0212 : Clean furniture, upholstery, fittings and other vertical surfaces

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Overview

This unit covers cleaning furniture, upholstery, fittings and other vertical surfaces such aswalls, windows, doors, internal glass surfaces e.g. glass partitions and doors in the roomsand connected area, as per procedures.



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Unit Title(Task)

Clean furniture, upholstery, fittings and other vertical surfaces

Description This unit covers cleaning furniture, upholstery, fittings and other vertical surfaces suchas walls, windows, doors, internal glass surfaces e.g. glass partitions and doors in therooms and connected area, as per procedures.

The cleaning of the work area includes the rooms for lodging and connected area.

The candidate will have knowledge and understanding of various kinds of cleaningoptions, different kinds of consumables used e.g. detergent, cleaning agents etc. andvarious tools and techniques used to perform cleaning.


Activities covered: clean furniture and upholstery clean vertical spaces, fittings and internal glass spaces



Clean furniture andupholstery

PC1. remove loose dust and debris making sure it spreads as little as possibleeither manually or with a vacuum cleaner, as required

PC2. examine the upholstered material to make sure that it is suitable for theplanned treatment, given the nature of the material and the type, position,form and amount of soiling

PC3. identify whether the material is colour-fast and shrink-resistant forfurnishings

PC4. identify and report damaged or deteriorating surfaces and/or those whichmay require restorative work

Types of surfaces: soft (for example, fabric curtains and upholstery) hard (for example, stone, marble, wood, metal, plastic, vinyl, linoleum,

laminates etc) glass (for example, windows, mirrors and glass doors)

PC5. soften ground-in soil and stains before trying to remove themPC6. apply the treatment safely, according to the manufacturer's instructions and

without over- wetting or damaging the materialPC7. examine the treated area and apply more treatment if it will help to remove

the stain safelyPC8. leave the material free of excess moisture and ground-in soilPC9. make sure that furnished areas are free from unpleasant smellsPC10. choose a cleaning agent and equipment appropriate for the marks, surface

and type of dirt on the furniturePC11. scrape off anything that is stuck on to the furniture and fittings

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PC12. mix and apply the cleaning agent/solution smoothly and evenlyPC13. leave the surface clear of the marks that can be reached and spot cleanedPC14. leave the surfaces dry and free of smears and dirt, when work is finishedPC15. put everything back in the right place when work is finishedPC16. report any marks that cannot be reached or spot cleaned to the person in

chargePC17. deal with cleaning equipment correctly after usePC18. sort out and handle the waste safely and according to instructionsPC19. make sure that waste containers are taken safely to the right collection/

disposal point

Clean vertical spaces,fittings and internalglass spaces

PC20. loosen dirt that is stuck on to the glass surface without causing damagePC21. remove loose dust and debris firstPC22. remove loose dust, making sure it spreads as little as possiblePC23. clean walls (interior) so they are free from dust, cobwebs, dirt, grease, spots

and stainsPC24. choose a cleaning agent and equipment that are right for the surface and type

of dirt follow manufacturer's instructions correctly when one mix and applythe cleaning agent

PC25. apply cleaning agents to fixtures and lights and ensure they are clean andworkable

PC26. check that heating, lighting and ventilation systems are set correctly aftercleaning

PC27. rub off the dirt thoroughly from the glass surface and remove it withoutdamaging the surface

PC28. put everything back in the right place when one have finished efficiently,correctly and safely

PC29. collect and segregate waste according to instruction without causing anyspillage or clutter










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work


The user/individual on the job needs to know and understand:KB1. relevant OH&S procedures and guidelines concerning cleaning operationsKB2. workplace and servicing procedures & policies for carrying out cleaning tasks

in the workplaceKB3. risks when carrying out cleaning tasks and related precautions to control

accidentsKB4. cleaning standards required in the workplaceKB5. site layout and obstaclesKB6. storage, service and upkeep procedure for cleaning equipments and

consumablesKB7. application of relevant industrial regulations and requirementsKB8. dangers of working at height using step ladders and how to do so safelyKB9. range of cleaning agents available for spot cleaning and how to choose the

right one for the type of mark and the surface being cleanedKB10. range of cleaning agents available for furniture and how to choose the right

one for the type of soil and the surface being cleanedKB11. various kinds of cleaning agents and equipments to be used for the particular

type of fabricsKB12. importance of following manufacturers' instructions when one mixes and

apply cleaning agents and what might happen if one does notKB13. importance of putting up hazard signs and protect surrounding areasKB14. precautions to be taken when using ladders or moving furniture during

cleaningKB15. importance of protecting surrounding areas when cleaning interior surfaces,

furnishings, fixtures and fittingsKB16. importance of testing for the colour fastness and possible consequences of

failing to testKB17. locations where colour fastness tests should and should not be carried outKB18. why one should remove loose dust and debris first from all areas to be

cleaned and what might happen one doesn’tKB19. how to clean soft surfaces and soft furnishings, upholstery, curtains etc.KB20. how to identify and report equipment that needs repair or servicingKB21. why spot cleaning should not be done on-washable surfaces and what might

happen if one doesKB22. reasons to avoid over-wetting the surfaceKB23. reason for reporting any marks that cannot be reached or spot cleaned and

who one should report toKB24. why piant should be scraped off paint or anything else that is stuck on the

glass firstKB25. how to scrape without damaging the glass surfaceKB26. why the area around the glass should be left dryKB27. how to tell if something should not be thrown away, why it is important to

check and who to check withKB28. how frequently windows & glasses should be cleaned in the organization


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KB29. protective clothing to be worn when cleaningKB30. why one should not mix cleaning materialsKB31. the types of problems one might come across when cleaning windows how to

deal with theseKB32. what to do if window areas are above hand reach heightKB33. why one should get rid of all traces of cleaning materials from interior

surfaces, furnishings, fixtures and fittings after cleaning is finishedKB34. why one should not allow dust to spread and how to do thisKB35. why waste should be taken to the right collection/disposal point in the right

containers and disposed off in correct container




organizational protocolSA4. check and clarify task-related informationSA5. use gestures or simple words to communicate where language barriers exist

Plan and Organize



The user/individual on the job needs to know and understand how to:SB3. manage relationships with co-workersSB4. build customer relationships and use service and customer centric approach

Self-Management

The user/individual on the job needs to know and understand how to:SB5. taking responsibility for own work outcomesSB6. time management and adherence to work timings, dress code and other

organizational policiesSB7. following laid down rules, procedures, instructions and policiesSB8. Managing conflicts and distractions at work


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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 214 : Obtain Linen and make beds

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Overview

This unit covers obtaining & handling linen and bed coverings, moving them to the roomand stripping and making beds, as per procedure.



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Unit Title(Task)

Obtain linen and make beds

Description This unit covers obtaining & handling linen and bed coverings, carrying them to theroom, removing and making beds, as per procedure. It involves turn down service ofthe bed coverings as per defined parameters and procedure. It includes handling andchanging bathroom linen.

The candidate will be expected to work taking full responsibility for their actions. Thecandidate will also be required to demonstrate safe working practices throughout,and will understand the responsibility they owe to themselves & others in theworkplace.


Activities covered: obtain Linen & Bed coverings for beds and bathroom make and check beds change bathroom linen complete making beds and changing linen


Element Performance CriteriaObtain Linen & Bedcoverings for bedsand bathroom

PC1. choose and collect the correct type and quantity of linen and bed coverings aswell as bathroom linen from the store

Range of linen and bed coverings: sheets blankets/duvets bedspreads/throws pillow cases/sheets waterproof sheets valances/mattress protectors duvets/pillows bathroom linen (e.g. bath towels, napkins, rugs, mats, bath robe )

Types of beds double/single beds cots/folding beds zip and link sofa beds

PC2. check that the linen collected meets the required standardPC3. deal with any linen or bed coverings that do not meet the required standard

in line with suitable workplace proceduresPC4. transport linen and bed coverings correctly and safely to the work areasPC5. handle and move the linen and bed coverings securely

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PC6. secure linen stores against unauthorized access where necessary

Make and check beds PC7. remove all linen and bed covering from the bedsPC8. handle and store soiled linen and bed coverings correctlyPC9. inspect the bed and mattress before making and get the bed ready for makingPC10. make sure the bed base, bed head, linen and bed coverings are clean and not

damagedPC11. make the bed with the right linen and bed coverings depending on the type of

customer, as per the organization’s policyPC12. ensure that the bed base, bed head, linen and bed coverings are clean and

free from damage, and carry out work in an efficient mannerPC13. make the bed with the correct linen and bed coverings according to whether

the customer is a new or stay over customerPC14. leave the bed neat, smooth and ready for usePC15. deal with customers’ personal property according to the organization’s

ProceduresPC16. perform turn down service as per defined timeline and procedure

Change bathroomlinen

PC17. remove soiled bathroom linen including bath rugsPC18. fold the towels, napkins and place them at the appropriate placePC19. change the bath rugs and matsPC20. remove used bath robe and replace with a fresh onePC21. ensure that the bed linen, rugs and mats are clean and free from damagePC22. leave the bathroom neat & tidy and ready for usePC23. deal with customers’ personal property according to the organization’s

procedures

Complete makingbeds and changinglinen

PC24. complete and check complete checklists and recordsPC25. report any lost and found property to authorized person as per procedurePC26. check work areas to ensure required workplace standards are met








issues


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KA8. documentation and related procedures applicable in the context ofemployment and work

KA9. importance and purpose of documentation in context of employment andwork




housekeeping tasks in the workplaceKB3. site layout and obstaclesKB4. safe lifting and handling techniques and why one should always use themKB5. organization’s standards for linen and bed coveringsKB6. why soiled linen should be separated from clean linenKB7. Importance of keeping the linen and linen store secureKB8. why it is important to check linen to make sure it is clean and up to standardKB9. the types of problems that may happen when one is choosing and collecting

linen from the linen store and how to deal with theseKB10. the correct way to deal with soiled linenKB11. the right way to sort different linenKB12. organization’s procedures for making and re-sheeting bedsKB13. why it is important to use the right sized linenKB14. the types of problems or unexpected situations – including customer

incidents – that may happen when stripping and making beds and how todeal with these

KB15. how to spot and what procedures to use, if encountering bedbugs or otherinfestations

KB16. safe lifting and carrying techniques for carrying linen and why thesetechniques should be used

KB17. what the correct procedure is for disposal of linen and why it is importantto adhere to it

KB18. what the correct procedure is for sorting out different fabricsKB19. what the organizational policy is for making and re sheeting beds



The user/individual on the job needs to know and understand how to:SA1. communicate effectively with others when carrying out housekeeping tasksSA2. discuss task lists, schedules, and work-loads with co-workersSA3. question customers appropriately in order to understand the nature of the



unless it is required


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Plan and Organize


Decision Making

The user/individual on the job needs to know and understand how to:SB1. make decisions pertaining to the concerned area of work




Self-Management





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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0215 : Carry out periodic room servicing and deep cleaning

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Overview

This unit covers carrying out periodic room servicing and deep cleaning of hospitalityrooms and connected areas. It covers activities such as rotating mattresses, changingcurtains, high dusting, cleaning carpet edges, skirting boards and paintwork.



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Unit Title(Task)

Carry out periodic room servicing and deep cleaning

Description This unit covers carrying out periodic room servicing and deep cleaning of hotel roomsand connected areas, It covers activities such as rotating mattresses, changingcurtains, high dusting, cleaning carpet edges, skirting boards and paintwork


Activities covered: carry out periodic room servicing carry out deep cleaning complete assigned housekeeping duties and reporting

Information/documents may include: workplace housekeeping procedures and policies regulations and policies concerning noise, smoking, work station ergonomics and

other critical OH&S issues quality assurance procedures duty roster log books checklists



Carry out periodicroom servicing

PC1. ensure availability of necessary information about the schedule andrequirements for periodic room servicing

PC2. obtain the necessary stock to replace items in the roomPreparations required for periodic room servicing use of appropriate protective clothing move furniture to clean underneath protect vulnerable surrounding areas clean air vents and extractors

Preparation of work area includes: use of protective clothing put up hazard warning signs, if required secure work/surrounding areas

PC3. carry out the required periodic room servicingPeriodic room servicing includes: rotating mattresses changing curtains and drapes (Including net curtains and shower curtains) changing other soft furnishings (e.g. Including blankets and bedspreads) as

required

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PC4. leave the room in the required conditionPC5. follow the correct procedures for items replacedPC6. identify and report anything that needs specialist maintenance

Carry out deepcleaning

PC7. make sure one has the necessary information about the schedulePC8. check requirements for periodic deep cleaningPC9. prepare areas for periodic deep cleaningPC10. choose correct cleaning equipment and materials for each part of the areaPC11. carry out periodic deep cleaning as required

Periodic deep cleaning includes: high dusting (e.g. lamp shades, light bulbs, picture rails) vacuum under furniture and carpet edges clean shower rails, plug traps, drains, gulleys and behind pedestals clean pull cords, plugs and switches clean skirting boards and other paintwork

PC12. leave the room in the required conditionPC13. identify and report any items that need specialist maintenance

Complete assignedhousekeeping dutiesand reporting

PC14. conduct assigned cleaning duties following workplace procedures and ensureremoval of waste

PC15. notify maintenance requirements of any damaged items to appropriatepersonnel

PC16. complete checklists and records for housekeeping dutiesPC17. report any lost and found property to authorized person as per procedurePC18. check work areas to ensure required workplace standards are met


A. Organizational









work


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B. Technical

Knowledge



housekeeping tasks in the workplaceKB3. risks when carrying out housekeeping tasks and related precautions to control

the riskKB4. housekeeping standards required in the workplaceKB5. site layout and obstacles for the whole unitKB6. schedule for periodic room servicing and deep cleaning in the organizationKB7. why it is important to follow the scheduleKB8. why the work area needs to be inspected on completionKB9. organization’s quality standards for the appearance and cleanliness of roomsKB10. areas and items that may need specialist maintenance, and how to report

theseKB11. how to identify items that need replacing and obtain the correct itemsKB12. correct procedures for dealing with items one has replacedKB13. preparations needed to carry out periodic deep cleaning, and why these are

importantKB14. equipment and materials needed for periodic deep cleaning, and how to

obtain themKB15. how to use the equipment and materials efficiently and safelyKB16. health and safety requirements for high dusting





housekeeping activities in the workplaceSA2. interpret and follow operational instructions and prioritise workSA3. complete documentation accurately


The user/individual on the job needs to know and understand how to:SA4. communicate effectively with others when carrying out housekeeping tasksSA5. discuss task lists, schedules, and work-loads with co-workersSA6. question customers appropriately in order to understand the nature of the



unless it is required


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B. Professional Skills Learning

The user/individual on the job needs to know and understand how to:SB1. participate in on-the-job and other learning, training and development

interventions and assessmentSB2. seek to improve and modify own work practices

Problem Solving


optimum /best possible solution(s)SB3. identify immediate or temporary solutions to resolve delays

Plan and Organize


Decision Making





Self-Management





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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0216 : Maintain area neat and tidy

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Overview

This unit covers maintaining the assigned area as well as public areas such as lobbies, lifts,entrances and public toilet clean and tidy e.g. by emptying bins, arranging furniture andkeeping displays tidy and up-to-date.



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Unit Title(Task)

Maintain area neat and tidy

Description This unit covers maintaining the assigned area as well as public areas such as lobbies,lifts, entrances and public toilet, neat & tidy and in good order e.g. by emptying bins,arranging furniture and keeping displays tidy and up-to-date so as project a positiveimage.


Activities covered: keep areas neat, tidy and in good order maintain upkeep complete assigned housekeeping duties and reporting

Public areas covered: lobby passenger lifts and lift lobbies corridors and stairways front entrance eating and drinking areas



Keep areas neat, tidyand in good order

PC1. empty waste containers and dispose of waste correctlyPC2. arrange furniture neatlyPC3. keep displays neat, tidy and up-to-date

Displays to be checked public notices magazines/brochure racks plants/floral decorations pictures statues/sculptures/display items show cases

PC4. spot and report any faults e.g. lights not working, damage to furniture andfixtures etc. in the area to the appropriate member of staff

PC5. regularly and discreetly check that the areas are clean, tidy and free fromobstructions in line with company safety and security policiesSurfaces/things covered: steps/ramps floors/floor coverings glass surfaces furniture toilet appliances

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cushions/curtains and fabrics metal plastic waste bins lighting fixtures and fittingsCleaning materials water detergent polish chemicals

PC6. identify and report anything that needs specialist maintenancePC7. report any items which are found lying unclaimed

Maintain upkeep PC8. choose the right cleaning equipment and materials for the area being cleanedPC9. when necessary, put up hazard warning signsPC10. when necessary, wear protective clothingPC11. clean off dust, dirt, debris and removable marks from the surfaces being

cleanedCleaning equipment used for tidying up: mops and buckets brooms and brushes cloths garbage bins

PC12. store the cleaning equipment correctly and safely after usePC13. notify maintenance requirements of any damaged items to appropriate

personnel

Complete assignedhousekeeping dutiesand reporting

PC14. conduct assigned cleaning duties following workplace procedures and ensurethe area is neat and tidy

PC15. report any lost and found property to authorized person as per procedurePC16. check work areas to ensure required workplace standards are met


A. Organizational








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work

B. Technical

Knowledge



housekeeping tasks in the workplaceKB3. housekeeping standards required in the workplaceKB4. site layout and obstaclesKB5. the organization’s standards for cleaning and tidying and why one should

work to theseKB6. how to acknowledge customers correctly when working front of houseKB7. how to choose the right cleaning equipment and materials for the areas and

surfaces that are being cleanedKB8. when and how one should use hazard warning signs when the area is being

cleanedKB9. when one should wear protective clothing and what type of protective

clothing to wearKB10. the types of problems that may happen when one is cleaning and how to

deal with these oneself or report themKB11. how one should arrange the furniture in front of house areasKB12. the types of displays one is responsible forKB13. why it is important to keep displays neat and tidy and well-stockedKB14. how to keep displays neat, tidy and up-to-dateKB15. the types of things that may need fixing in the front of house areas; how to

spot and report themKB16. the types of problems that may happen when one is working front of house

and how to deal with theseKB17. why front of house areas need to be clean, tidy and well maintained





housekeeping activities in the workplaceSA2. read and interpret information correctly from various job specification

documents, manuals, health and safety instructions etc. applicable to the jobin English and/or local language


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B. Professional Skills Problem Solving



Plan and Organize



The user/individual on the job needs to know and understand how to:SB2. manage relationships with coworkers and customers

Self-Management

The user/individual on the job needs to know and understand how to:SB4. importance of taking responsibility for own work outcomesSB5. importance of following laid down rules, procedures, instructions and policiesSB6. importance of time management for achieving better results


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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0217 : Collect and dispose waste properly

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Overview

This unit covers removal, segregation and transportation of waste to collection/disposalpoint, as per procedures.



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Unit Title(Task)

Collect and dispose waste properly

Description This unit covers collection and disposal of waste properly which involves removal,segregation and transportation of waste to collection/disposal point, as perprocedures.


Activities covered: remove waste segregate waste



Remove andsegregate waste

PC1. wear appropriate protective clothing as required for the waste involved

Personal protective equipment may include: gloves masks safety footwear safety glasses waterproof aprons

PC2. remove waste from the areas cleaning safely and according to regulations,instructions and good practice

Types of waste recyclable non-recyclable food

Hazards in the work area may include exposure to: chemicals dangerous or hazardous substances sharp litter

PC3. collect waste according to instruction without causing any spillage or clutterPC4. sort out and segregate waste according to type, making sure it is handled

safelyPC5. reduce the volume of waste by breaking down, compressing or shredding as

requiredPC6. pack waste and store in appropriate waste containers/ assigned binsPC7. clean the waste bins if dirtyPC8. change waste bags regularly and promptly when full and to avoid foul smellPC9. keep waste areas and its contents clean, tidy and sanitized at all timesPC10. make sure that sites of cleaning operations are clear of waste that is not to be

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left at the sitePC11. make sure that waste containers are taken safely to the allocated collection

point and made secure where necessaryPC12. complete records to maintain a waste audit trail in line with the unit

proceduresPC13. identify and report problems associated with the collection and storage of

waste according to company proceduresPC14. follow the legal and regulatory requirements, health and safety, hygiene and

environmental standards and instructions










work



operationsKB2. different categories of waste and how they should be dealt withKB3. importance of handling waste safelyKB4. the most appropriate method for reducing the volume of differentKB5. types of waste and why this is importantKB6. why different waste containers are used for different types of wasteKB7. the reasons for keeping waste areas and its contents clean, tidy and sanitized

at all timesKB8. how regularly waste containers should be cleanedKB9. the main health and safety risks of waste disposal areas and how these can be

preventedKB10. why it is important to keep a waste audit trail and who may need to refer to

itKB11. what should be done in the event of a problem relating to waste disposalKB12. what personal protective equipment is required for the waste involved,KB13. where it can be obtained and why one should use it


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KB14. the hazards associated with typical waste from cleaning operationsKB15. who to ask or where to find out what and where are the correct containers

for the waste involved and why this is importantKB16. why it is important to handle and dispose of the waste safely according to

regulations and instructions and where to access this informationKB17. where the allocated collection point for waste containers isKB18. why waste containers should be made secureKB19. application of relevant industrial regulations and requirementsKB20. safe handling techniques for large items of debrisKB21. the reasons why health care waste is segregatedKB22. how to deal with spillages correctlyKB23. how to maintain the security of waste





housekeeping activities in the workplaceSA2. interpret and follow operational instructions and prioritize work

B. Professional Skills Problem Solving


optimum / best possible solution(s)SB2. identify immediate or temporary solutions to resolve delays

Plan and Organize



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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0207 : Report, record and prepare documentation

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Overview

This unit covers reporting, recording and preparation of required documentation e.g.checklists, status reports, inventory reports as per organization’s housekeepingprocedures.



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Unit Title(Task)

Report, record and prepare documentation

Description This unit covers reporting, recording and preparation of required documentation e.g.checklists, status reports, inventory reports as per organization’s housekeepingprocedures.


Activities covered: fill up checklists and registers as per procedure record escalations and unresolved problems in the log book prepare reports and documents

Reports users: line housekeeping supervisor and/or site supervisor concerned department who has to take action e.g. engineering, maintenance,

security HR and/ or administration personnel of the concerned employer person taking over responsibility in next shift any authorized person as per protocol/escalation matrix



Fill up checklists andregisters as perprocedure

PC1. fill up checklists for assigned work areas to record status of work as perprocedure and timelines prescribed

Data points applicable to check compliance: standard operating procedures organisational requirements specific work instructions departmental procedures codes of practice all relevant health, safety and environmental regulations

PC2. fill up checklists for equipment and machines provided for serviceability andmaintenance

PC3. fill up register or requisition for requirement of housekeeping suppliesPC4. fill up register to record attendance as per duty rosterPC5. fill up description of work carried out during the shiftPC6. record unfinished tasks in the log bookPC7. record deviations from the SOP, if any, in the log bookPC8. report any lost and found belongingsPC9. report any incidents and accidents which need to be brought to the notice of

superiorsPC10. ensure that the report draws valid conclusions from the presented data

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PC11. adopt the most suitable method of presentation

Record escalationsand unresolvedproblems in the logbook

PC12. record unresolved issues and other escalations in the log bookPC13. record jobs related problems to supervisor for supportPC14. monitor the problem and keep the supervisor informed about progress or any

delays in resolving the problemPC15. refer the problem to a competent internal specialist if it cannot be resolved

Prepare reports anddocuments

PC16. prepare regular reports and documents as required by organization’sprocedures e.g. Occupancy report, duty roster etc

Documentation to be completed for : activities undertaken by filling in checklists any deviation from the normal procedure any unresolved issue regarding cleanliness any unresolved issue regarding maintenance and engineering any lost and found property any kind of co-ordination required with other department inventory shortage or requirement any emergency procedures followed handover points to next shift requisition for supplies

Contents of reports : compliance with requirements deviation from expected outcomes reporting of unresolved issues shift handover and takeover details incident and accident reports requiring escalation

PC17. prepare special reports as required from time to time by the management,e.g. monthly consumption report of amenities etc.

PC18. ensure that the report includes all necessary information and is accurate,clear and concise

PC19. ensure the presentation of results conforms to relevant procedures carriedout

PC20. present the report to the relevant people within agreed timescales, usingappropriate templates and formats





placeKA3. own job role and responsibilities and sources for information pertaining to


work areaKA5. relevant people and their responsibilities within the work area


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KA6. escalation matrix and procedures for reporting work and employment relatedissues

KA7. documentation and related procedures applicable in the context of workKA8. importance and purpose of documentation in context of work


The user/individual on the job needs to know and understand:KB1. personal responsibilities with regard to health, safety and the

environment in the working areaKB2. approved codes of practice and why it is important to follow themKB3. what constitutes complete and valid dataKB4. procedures can be used for identifying deviationsKB5. what level of accuracy is requiredKB6. what units of measurement are requiredKB7. procedures for recording correct dataKB8. likely or expected outcomesKB9. how to recognize anomalies in the data against procedures and standardsKB10. what is a checklist and what are the various elements of a checklistKB11. how to fill in a checklistKB12. what presentational methods can be used and how reports are sentKB13. relevant people in the organizationKB14. what documentation should be used and why it is important to complete it

accuratelyKB15. tasks carried out by various departments in the organizationKB16. escalation matrix and protocol to be followed for escalationsKB17. roles and responsibilities of various people in the escalation matrix/

authorized person




The user/ individual on the job needs to know and understand how to:SA1. read and interpret instructions, procedures, information and signsSA2. interpret and follow operational instructions and prioritise workSA3. complete documentation related accurately



organizational protocolSA7. discuss task lists, schedules, and work-loads with co-workersSA8. check and clarify task-related informationSA9. use gestures or simple words to communicate where language barriers exist


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B. Professional Skills Learning

The user/individual on the job needs to know and understand how to:SB1. participate in on-the-job and other learning, training and development

interventions and assessmentSB2. seek to improve and modify own work practices

Plan and Organize


Self-Management

The user/individual on the job needs to know and understand how to:SB5. take responsibility for own work outcomesSB6. adherence to work timings, dress code and other organizational policiesSB7. follow laid down rules, procedures, instructions and policiesSB8. exercise restraint during conflicting situationsSB9. avoid and manage distractions to be disciplined at workSB10. time management for achieving better results


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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0901: Give a positive impression of oneself and theorganization

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Overview

This unit is about competencies required for communicating with customers to give a positiveimpression of oneself and one’s organization. It involves giving customers the rightimpression, responding to their needs and providing helpful information.



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Unit Title

(Task)Give a positive impression of oneself and the organization

Description This unit is about competencies required for communicating with customers to give apositive impression of oneself and one’s organization. It involves giving customers theright impression, responding to their needs and providing helpful information.

The candidate is expected to understand the customers’ requirements and create apositive experience for the customer following the defined policies and procedures ofthe organization.


Activities covered: establish effective rapport with customers

respond appropriately to customers

communicate information to customers

escalate unresolved problems as per protocol

provide interim feedback to customer, in case of delays

process Compliances



Establish effectiverapport withcustomers

PC1. meet organisation's standards of appearance and behaviourPC2. greet customers respectfully and in a friendly mannerPC3. communicate with customers in a way that makes them feel valued

and respectedPC4. treat customers courteously and helpfully at all timesPC5. keep customers informed and reassuredPC6. adapt behaviour to respond effectively to different customer behaviour

Respondappropriately tocustomers

PC7. respond promptly to a customer seeking helpPC8. choose the most appropriate way to communicate with customersPC9. check with customers that their expectations have been fully understoodPC10. respond promptly and positively to customers' queries and commentsPC11. allow customers time to consider the response and give further

explanation when appropriate

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Communicateinformation tocustomers

PC12. quickly find information that will help the customerPC13. give customer information they need about the services or products

offered by the organizationPC14. recognize information that customers might find complicated and

check whether they fully understandPC15. explain clearly to the customers any reasons why their needs or expectations

cannot be met

Escalations ofunresolved problemsas per protocol

PC16. refer the problem to a competent person/supervisor as per protocol if itcannot be resolved by the helpdesk

PC17. obtain help or advice from supervisor/authorized person as per protocol if theproblem is outside his/her area of competence or experience

Provide Interimfeedback tocustomer, in case ofdelays

PC18. monitor the problem and keep the customer informed about progress or anydelays in resolving the problem

Process Compliances PC19. comply with relevant legislation, standards, policies and procedures



The user/individual on the job needs to know and understand:KA1. relevant legislation, standards, policies, and procedures followed in the

companyKA2. how to engage with customers in order to resolve service requests and

problemsKA3. escalation matrix for resolution of problems


The user/individual on the job needs to know and understand:KB1. organization’s standards for appearance and behaviourKB2. organization’s guidelines for how to recognize what customer wants and

respond appropriatelyKB3. organization’s rules and procedures regarding the methods of communicationKB4. how to recognize when a customer is angry or confusedKB5. organization’s standards for timeliness in responding to customer questions

and requests for information


A. Core Skills/ Communication skills (reading and Writing )


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Generic Skills The user/ individual on the job needs to know and understand how to:SA1. document call logs, reports, task lists, and schedules with co-workersSA2. prepare status and progress reportsSA3. read and interpret signages e.g. “do not disturb”, ‘‘clean the room” to know

customers’ requirements


The user/individual on the job needs to know and understand how to:SA4. actively listen to discuss requirements of the customerSA5. seek clarification from customers appropriately in order to understand the

nature of the problem and make a diagnosisSA6. give clear commitments to customersSA7. keep customers informed about progressSA8. avoid using jargon, slang or acronyms when communicating with a customer

B. Professional Skills Decision Making


Plan and Organize

The user/individual on the job needs to know and understand:SB2. plan and organize service to be given to customer

Customer Centricity /Service Orientation


confused, or angrySB4. build customer relationships and use customer centric approach

Problem Solving



Critical Thinking

The user/individual on the job needs to know and understand how to:SB7. apply, analyze, and evaluate the information gathered from observation,

experience, reasoning, or communication, as a guide to thought and action

Self-Management


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The user/individual on the job needs to know and understand how to:SB8. importance of taking responsibility for own work outcomesSB9. importance of adherence to work timings, dress code and other organizational

policiesSB10. importance of following laid down rules, procedures, instructions and policiesSB11. importance of exercising restraint while expressing dissent and during conflict


Team Management

The user/individual on the job needs to know and understand how to:SB14. work in a team in order to achieve better resultsSB15. identify and clarify work roles within a teamSB16. communicate and cooperate with others in the teamSB17. seek assistance from fellow team members


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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0902: Work effectively with others

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Overview

This unit covers basic competencies and practices that improve effectiveness of working withothers at the work place.



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Unit Title(Task)

Work effectively with others

Description This unit covers basic competencies and practices that improve effectiveness ofworking with others at the work place. It covers etiquettes that a candidate is requiredto possess and demonstrate in their behavior and interactions with others at theworkplace.

These cover areas such as communication etiquette, discipline, listening, handlingconflict and grievances.


Activities covered: working with others using appropriate etiquettes and behaviour

Interaction with others is for: working with other people to meet requirements

sharing information with others to enable efficient delivery of work

communicating with others members and people internal or external to theorganization

Performance Criteria (PC) w.r.t. the Scope


Working with others PC1. communicate with other people clearly and effectivelyEtiquettes may include: use appropriate titles and terms of respect use polite language do not eat or chew while talking

PC2. integrate one’s work with other people’s work effectivelyPC3. receive information and instructions accurately from the supervisor and

fellow workers, getting clarification where requiredPC4. pass on accurate information to authorized persons who require it and within

agreed timescale and confirm its receiptPC5. pass on essential information to other people on timely basisPC6. consult with and assist others to maximize effectiveness and efficiency in

carrying out tasksPC7. work in a way that shows respect for other people

Behaviors may include: punctuality completing tasks as per given time and standards

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not gossiping and idling time

eliminating waste

integrity

PC8. carry out any commitments made to other peoplePC9. identify any problems with team members and other people and take the

initiative to solve these problemsPC10. follow the organisation’s policies and procedurePC11. display helpful behavior by assisting others in performing tasks in a positive

mannerPC12. display active listening skills while interacting with others at workPC13. use appropriate tone, pitch and language to convey politeness, assertiveness,

care and professionalismPC14. demonstrate responsible and disciplined behaviors at the workplacePC15. escalate grievances and problems to appropriate authority as per procedure

to resolve them and avoid conflict


A. Organizational



relevant to own employment and performance conditionsKA2. reporting structure, inter-dependent functions, lines and procedures in the


issuesKA5. effective working relationships with both internal and external the people

with which the individual is required to interactKA6. procedures in the organization to deal with conflicts


The user/individual on the job needs to know and understand:KB1. various categories of people that one is required to communicate and co-

ordinate within the organizationKB2. importance of effective communication in the workplaceKB3. importance of teamwork in organizational and individual successKB4. various components of effective communicationKB5. key elements of active listeningKB6. value and importance of active listening and assertive communicationKB7. barriers to effective communicationKB8. importance of tone and pitch in effective communicationKB9. importance of avoiding casual expletives and unpleasant terms while

communicating in professional circlesKB10. how poor communication practices can disturb people, environment and


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cause problems for the employee, the employer and the customerKB11. importance of ethics for professional successKB12. importance of discipline for professional successKB13. what constitutes disciplined behavior for a working professionalKB14. common reasons for interpersonal conflictKB15. importance of developing effective working relationships for professional

successKB16. expressing and addressing grievances appropriately and effectivelyKB17. importance and ways of managing interpersonal conflict effectivelyKB18. importance of communicating clearly and effectively with people face-to-

face, by telephone and in writingKB19. essential information that needs to be shared with other peopleKB20. importance of effective working relationships and how these can contribute

towards effective working relationships on a day-to-day basisKB21. importance of integrating ones work effectively with othersKB22. types of working relationships that help people to work well together and the

types of relationships that need to be avoidedKB23. types of opportunities an individual may seek out to improve relationships

with othersKB24. how to deal with difficult working relationships with people to sort out

problems


A. Professional Skills Writing Skills

The user / individual on the job needs to know and understand how to:

SA1. communicate essential information in writingSA2. write effective communications to share information with the team members

and other people outside the team

Reading Skills

The user/individual on the job needs to know and understand how to:SA3. Read and understand essential information

Listening and Speaking Skills

The user/individual on the job needs to know and understand:SA4. communicate essential information to colleagues face-to-face or through

telecommunicationsSA5. question others appropriately in order to understand the nature of the

request complaint


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Problem Solving



Analytical Thinking



B. Professional Skills Decision making

The user/individual on the job needs to know and understand how to:SB1. make decisions pertaining to work

Plan and Organize

The user/individual on the job needs to know and understand:SB2. plan, prioritize and sequence work operations as per job requirementsSB3. organize and analyze information relevant to workSB4. basic concepts of work productivity

Customer Centricity


confused, or angrySB6. build customer relationships and use customer centric approach

Problem Solving


optimum /best possible solution(s)SB8. deal with clients lacking the technical background to solve the problem on

their ownSB9. identify immediate or temporary solutions to resolve delays

Critical Thinking




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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0903: Maintain a safe, hygienic and secure working environment

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Overview

This unit covers knowledge and practices to be followed for health, hygiene, safety andsecurity at the workplace. This includes procedures and practices that candidates need tofollow to help maintain a healthy, safe and secure work environment.



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Unit Title

(Task)Maintain a safe, hygienic and secure working environment

Description This unit covers knowledge and practices to be followed for health, hygiene,safety and security at the workplace. This includes procedures and practices thatcandidates need to follow to help maintain a healthy, safe and secure workenvironment. It covers responsibilities towards self, others, assets and theenvironment.

This involves maintaining a clean and hygienic personal appearance, safety andsecurity at workplace by helping to spot and deal with hazards and followingemergency procedures when necessary.

It includes understanding of risks and hazards in the workplace, along withcommon techniques to minimize risk, deal with accidents, emergencies, etc.

It covers knowledge of fire safety, common first aid applications, safe practicesand emergency procedures.


Activities covered: maintain personal health and hygiene maintain safe and secure environment fire safety emergencies, rescue and first-aid procedures



Maintain personalhealth and hygiene

PC1. maintain personal health and hygienePC2. wear clean, smart and appropriate clothing, footwear and headgearPC3. keep hair neat and tidy and wear it in line with the organization’s

standardsPC4. make sure any jewellery, perfume and cosmetics are in line with the

organization’s standardsPC5. follow health and hygiene procedures in all the work at all times

Good housekeeping practices may include:

clean/tidy work areas removal/disposal of waste products protect surfaces

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Maintain safe andsecure environment

PC6. keep a look out for hazards in the workplaceVarious kinds of hazards:

relating to equipment

relating to areas where one works

relating to personal clothing

Ways of dealing with hazards:

putting them right by self

reporting them to appropriate colleagues warning other people

PC7. identify any hazards or potential hazards and deal with these correctlyPC8. report any accidents or near accidents quickly and accurately to the

proper personPC9. follow safety procedures at the workplacePC10. practice emergency procedures correctlyPC11. follow the organization’s security procedurePC12. use protective clothing/equipment for specific tasks & work conditions

Personal protective equipment/clothing:

gloves safety headwear and footwear safety glasses

PC13. identify job-site hazardous work and state possible causes of risk oraccident in the workplace

PC14. carry out safe working practices while dealing with hazards to ensurethe safety of self and others state methods of accident prevention inthe work environment of the job role

Safe working practices may include:

using protective clothing and equipment putting up and reading safety signs handle tools in the correct manner and store and maintain them

properly keep work area clear of clutter, spillage & unsafe object lying casually take all electrical precautions like insulated clothing, adequate

equipment insulation, dry work area, switch off the power supplywhen not required, etc.

safe lifting and carrying practices use equipment that is working properly and is well maintained take due measures for safety while working in confined places or at

heights, etc. including safety harness, fall arrestors, etc.


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Methods of ensuring health, safety and security: training in health and safety procedures, using health and safety procedures, use of equipment and working practices (such as safe carrying

procedures) safety notices and advice instruction from colleagues and supervisors being always alert and vigilant

PC15. inspect for faults, set up and safely use steps and ladders in general usePC16. lift heavy objects safely using correct proceduresPC17. apply good housekeeping practices at all timesPC18. identify common hazard signs displayed in various areasPC19. retrieve and/or point out documents that refer to safety at workplace

General health and safety equipment includes: fire extinguishers, first aid equipment, safety instruments and clothing, safety installations, e.g .fire exits, exhaust fans

Fire safety PC20. use appropriate fire extinguishers on different types of fires correctly

Causes of fires: heating of metal spontaneous ignition sparking electrical heating casual fires (smoking, welding etc.) chemical fires

Fire extinguishers: sand water foam CO2 dry chemical powder (DCP)

PC21. demonstrate rescue techniques applied during fire hazardPC22. demonstrate good housekeeping in order to prevent fire hazardsPC23. demonstrate the correct use of a fire extinguisher

Emergencies, rescueand first-aidprocedures

PC24. demonstrate how to free a person from electrocution, as per laid downprocedure

PC25. administer appropriate first aid to victims where required eg. in case ofbleeding, burns, choking, electric shock, poisoning etc.


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PC26. demonstrate basic techniques of bandagingPC27. respond promptly and appropriately to an accident situation or medical

emergency in real or simulated environmentsEmergency procedures include: raising alarm safe/efficient evacuation correct means of escape correct assembly point roll call correct return to work

PC28. perform and organize loss minimization or rescue activity during anaccident in real or simulated environments

PC29. administer first aid to victims in case of a heart attack or cardiac arrestdue to electric shock, before the arrival of emergency services in real orsimulated cases

PC30. demonstrate the artificial respiration and the CPR ProcessPC31. participate in emergency proceduresPC32. complete a written accident/incident report or dictate a report to

another person, and send report to person responsible

Parameters for making Incident Report:

name date/time of incident date/time of report location environment conditions persons involved sequence of events injuries sustained damage sustained actions taken witnesses supervisor/manager notified

PC33. demonstrate correct method to move injured people and others duringan emergency


A. Organizational

Context(Knowledge of the

The user/individual on the job needs to know and understand:

KA1. responsibilities under the organization’s health, safety and securitystandards


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company /organization andits processes)

KA2. why it is important to work in a healthy, safe and hygienic way

KA3. where one can get information about health, hygiene and safety at theworkplace

B. Technical

Knowledge


KA4. general rules on hygiene that one must follow

KA5. why correct clothing, footwear and headgear should be worn at alltimes

KA6. why it is important to maintain good personal hygiene

KA7. what one should do in case of cuts, grazes and wounds and why it isimportant

KA8. meaning of “hazards” and “risks”

KA9. health and safety hazards commonly present in the work environmentand related precautions

KA10. possible causes of risk, hazard or accident in the workplace and why riskand/or accidents are possible

KA11. methods of accident prevention

KA12. hazards one can deal with oneself and hazards that must be reported tosomeone else

KA13. how to warn other people about hazards and why this is important

KA14. types of emergencies that may happen at the workplace and how todeal with these

KA15. where to find first aid equipment and who the registered first-aider is inthe workplace

KA16. safe lifting and handling techniques to be followed

KA17. other ways of working safely that are relevant to the job and why theseare important

KA18. precautionary activities to minimize the risk of fire and prevent fireaccidents

KA19. various causes of fire at the workplace

KA20. techniques of using the different fire extinguishers

KA21. different methods of extinguishing fire

KA22. rescue techniques applied during a fire hazard

KA23. organization’s emergency procedures, in particular for fire, and howone should follow these

KA24. where to find fire alarms and how to set them off

KA25. why one should never approach a fire unless it is safe to do so

KA26. why it is important to follow fire safety laws

KA27. organization’s security procedures and why these are important


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KA28. the correct procedures for dealing with customers in case ofemergencies

KA29. why it is important to report all usual/non-routine incidents to theappropriate person safe working practices while working at varioushazardous sites

KA30. where to find all the general health and safety equipment in theworkplace

KA31. various dangers associated with the use of electrical equipment

KA32. preventive and remedial actions to be taken in the case of exposure totoxic materials

KA33. importance of using protective clothing/equipment while working

KA34. various types of safety signs and what they mean

KA35. appropriate basic first aid treatment relevant to the condition e.g.shock, electrical shock, bleeding, breaks to bones, minor burns,resuscitation, eye injuries

KA36. content of written accident report

KA37. potential injuries and ill health associated with incorrect manualhanding

KA38. safe lifting and carrying practices

KA39. personal safety, health and dignity issues relating to the movement of aperson by others

KA40. potential impact to a person who is moved incorrectly



Reading and Writing Skills

The user/individual on the job needs to know and understand how to:

SA1. read and comprehend basic content to read labels, charts, signagesSA2. read and write an accident/incident report in local language or English



SA3. question coworkers appropriately in order to clarify instructions andother issues

SA4. give clear instructions to coworkers, subordinates others

Decision Making


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SA5. make appropriate decisions pertaining to the concerned area of workwith respect to intended work objective, span of authority,responsibility, laid down procedure and guidelines

B. Professional Skills Plan and Organize


SB1. plan and organize their own work schedule, work area, tools, equipmentand materials to maintain decorum and for improved productivity

Working with others


SB2. remain congenial while discussing and debating issues with co-workersSB3. follow appropriate protocols for communication based on situation,

hierarchy, organizational culture and practiceSB4. ask for, provide and receive required assistance where possible to

ensure achievement of work related objectivesSB5. thank coworkers for any assistance receivedSB6. offer appropriate respect based on mutuality and respect for fellow

workmanship and authority

Problem Solving


SB7. think through the problem, evaluate the possible solution(s) and suggestan optimum /best possible solution(s)

SB8. identify immediate or temporary solutions to resolve delaysSB9. identify sources of support that can be availed of for problem solving for

various kind of problemsSB10. seek appropriate assistance from other sources to resolve problemsSB11. report problems that one cannot resolve to appropriate authority

Analytical Thinking


SB12. identify cause and effect relations in their area of workSB13. use cause and effect relations to anticipate potential problems and their

solution


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NOS Version Control


Credits(NSQF)Version number 1.0


Industry Sub-sector


Last reviewed on



1

Annexure

Nomenclature for QP and NOS

Qualifications Pack

[ABC]/ Q 0101

Occupational Standard

An example of NOS with ‘N’[ABC] / N 0101

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Q denoting Qualifications Pack Occupation (2 numbers)

QP number (2 numbers)

9 characters

N denoting National Occupational Standard Occupation (2 numbers)

OS number (2 numbers)

9 characters

Back to top…

[Insert 3 letter code for SSC]

[Insert 3 letter code for SSC]


2

The following acronyms/codes have been used in the nomenclature above:

Sub-sector Range of Occupation numbers

Hospitality 01 - 30

Tourism 30 – 60

Facility Management 60 – 90

Sequence Description Example

Three letters Industry name THC

Slash / /

Next letter Whether QP or NOS N

Next two numbers Occupation code 01

Next two numbers OS number 01

ASSESSMENT CRITERIA

NOSNo./elements

Performance criteria

Weightagepoints outof 100 per

NOSTHC / N 0208 Prepare for performing housekeeping operations

Identify thehousekeepingrequirementsprocedures andresources ofdifferent areasto be cleaned

PC1. Check assigned area as per duty roster 3

PC2. Check the occupancy rate for the areas assigned 3

PC3. Inspect the area for the cleaning 3

PC4. Identify the types of surfaces to be cleaned 4

PC5. Assess requirement for housekeeping equipment and consumables as perthe occupancy rate

3

PC6. Identify requirement of ppe to be used 3

PC7. Ensure that the data and information received is complete and correct 3

PC8. Identify workplace procedures for housekeeping 4PC9. Choose the appropriate equipment and materials taking into account

factors such as manufacturers' instructions, risk, efficiency, access, time,surface and type of soiling

3

Prepare for thehousekeepingactivities

PC10. Obtain the ppe required 5

PC11. Obtain the appropriate equipment and materials and consumables and ifthe same are not available, select suitable alternatives or inform theappropriate person

3

PC12. Wear the personal protective equipment required for the cleaning methodand materials being used

3

PC13. Follow the instructions and procedures for entering and leaving theworkplace

5

PC14. Plan the sequence for cleaning the area to avoid re-soiling clean areas andsurfaces

3

PC15. Ensure that all surfaces to be cleaned are accessible and can be reached toperform adequate cleaning

4

PC16. Ensure that there is adequate ventilation for the work being carried out 4

PC17. Identify and follow specific requirements for housekeeping activities indifferent parts of the work area assigned

4

PC18. Select equipment and consumables e.g. Cleaning agents in accordance withwork area requirements

4

PC19. Follow the manufacturer's instructions for using any tools, equipment,consumables and cleaning agents

3

Job Role : Room AttendantQualification Pack : THC/Q 0202

Sector Skill Council : Tourism and Hospitality

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria(PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for eachPC.

2. Each NOS will assessed both for theoretical knowledge and practical3. The assessment will be based on knowledge bank of questions created by the SSC.4. To pass the Qualification Pack, every trainee should score a minimum of 50% in every NOS and overall 50% Pass

percentage for each QP5. To pass the Qualification pack, every trainee should score a minimum 40% in theory and 50% in the practical

PC20. Carry towels, cleaning items, and cleaning supplies using wheeled carts oras per unit procedure

3

PC21. Disinfect equipment and supplies, using appropriate solutions or steam-operated sterilizers

3

PC22. Ensure levels of personal hygiene meet workplace requirements and aremaintained throughout the cleaning process

3

PC23. Ensure that the right people know when cleaning is taking place and whenthe area will be free for use again

3

PC24. Follow the correct procedures to deal with any lost property or unattendeditems

5

PC25. Check and prepare cleaning equipment as per manufacturers' instructionsbefore use

5

PC26. Prepare work area and equipment so that the job can be done efficiently,correctly and safely

5

Checkpreparation forcarrying outhousekeeping

PC27. Complete preparation for housekeeping duties following workplaceprocedures and ensure removal of waste

3

PC28. Complete checklists and records for preparation for housekeeping duties 3

TOTAL POINTS 100

Percentage for Assessment : Theory 40%

Practical 60%THC / N 0210 Clean floors, toilets and bathrooms and replenish suppliesCleaning floors PC1. Choose equipment and cleaning agents that are right for the floor and the

amount of ground-in soil/dirt

2

PC2. Choose a method of removing the dust and debris that is right for the floorand the amount of dust and debris involved

2

PC3. Clear any large items of debris by hand, safely 2

PC4. Mix and apply the cleaning solution 3

PC5. Carry out the cleaning as per organization’s standards and procedure 3

PC6. Remove the ground-in soil/dirt without damaging the surface and leave thefloor and the surrounding area dry and free of smears

2

PC7. Remove the loose dust and debris carefully and put the dust and debris intothe correct container for disposal

2

PC8. Leave the floor clear of dust and debris and put everything back in the rightplace when work is finished

2

PC9. Choose a method of clearing up the spillage, if any, that is right for the floorand the size and type of spillage

2

PC10. Remove the spillage safely and leave the floor surface clean and dry 2

PC11. Empty all waste from the bins in the area of responsibility 2

PC12. Re-line or clean bins as per procedure 2

PC13. Put the garbage and debris in the correct container and remove the left-over cleaning solution aside

2

PC14. Report any stains that cannot be removed to the supervisor 2Cleanwashrooms andbathrooms

PC15. Follow any special procedures for entering the toilets and washrooms 2

PC16. Make sure that there is enough ventilation in the area being cleaned 2

PC17. Follow any relevant codes of practice to make sure to protect oneself andothers throughout the process e.g. Put-up appropriate signage

2

PC18. Choose equipment and cleaning agents that are suitable for the surface 2

PC19. Mix and apply cleaning agents 2

PC20. Clean washrooms and bathroom including bath tubs 3

PC21. Clean basins and taps so that they are free of dirt and removable marks 2

PC22. Clean the inside and outside of the washroom so that it is free of dirt andremovable marks

2

PC23. Check that washrooms are free flushing and draining 3

PC24. Clean the fixtures and fittings in an order that is least likely to spreadinfection

2

PC25. Clean the appliances, surfaces, fixtures and fittings so that they are dry andfree from dirt and removable marks

2

PC26. Clean the surrounding floors, walls, mirrors and other surfaces 2

PC27. Make sure waste bins are empty, clean and ready for use 2

PC28. Identify waste and get it ready for dispatch 2

PC29. Make sure that plug holes, waste outlets and over flows are free fromblockages

3

PC30. Report any faults and problems to the appropriate person 2

Replenishsupplies in thewashrooms andbathroom

PC31. Check that holders contain the correct amount of consumables 3

PC32. Check supplies and accessories including bathroom linen in the washroomsand washroom

2

PC33. Make sure that customer supplies and accessories are clean and free fromdamage

2

PC34. Replenish, replace and refill supplies as per organization procedure 3

PC35. Follow the manufacturers’ instructions correctly when refilling or replacingitems

2

PC36. Make sure the area has the right amount of supplies and consumables whenwork is finished

3

PC37. Report any stock shortages to the appropriate member of staff 3

Completeassigned floorand washrooms& washroomcleaning duties

PC38. Ensure cleaning equipment is clean and in working order when work isfinished taking appropriate action to deal with any items that are not

2

PC39. Put everything back in the right place when work is finished 3

PC40. Remove or replace personal protective equipment following workplace 3

PC41. Ensure floor cleaning duties are conducted following workplace proceduresand waste removed

2

PC42. Notify maintenance requirements of any damaged items to appropriatepersonnel

2

PC43. Complete and ensure checklists and records for housekeeping duties aremaintained

2

PC44. Check work areas to ensure required workplace standards are met 3TOTAL POINTS 100Percentage for Assessment : Theory 30%

Practical 70%THC / N 0212 Clean furniture, upholstery, fittings and other vertical surfaces

Clean furnitureand upholstery

PC1. Remove loose dust and debris making sure it spreads as little as possibleeither manually or with a vacuum cleaner, as required

3

PC2. Examine the upholstered material to make sure that it is suitable for theplanned treatment, given the nature of the material and the type, position,form and amount of soiling

3

PC3. Identify whether the material is colour-fast and shrink-resistant forfurnishings

3

PC4. Identify and report damaged or deteriorating surfaces and/or those whichmay require restorative work

4

PC5. Soften ground-in soil and stains before trying to remove them 3

PC6. Apply the treatment safely, according to the manufacturer's instructionsand without over- wetting or damaging the material

3

PC7. Examine the treated area and apply more treatment if it will help to removethe stain safely

3

PC8. Leave the material free of excess moisture and ground-in soil 4

PC9. Make sure that furnished areas are free from unpleasant smells 3

PC10. Choose a cleaning agent and equipment appropriate for the marks, surfaceand type of dirt on the furniture

5

PC11. Scrape off anything that is stuck on to the furniture and fittings 3

PC12. Mix and apply the cleaning agent/solution smoothly and evenly 3

PC13. Leave the surface clear of the marks that can be reached and spot cleaned 5

PC14. Leave the surfaces dry and free of smears and dirt, when work is finished 3

PC15. Put everything back in the right place when work is finished 3

PC16. Report any marks that cannot be reached or spot cleaned to the person incharge

3

PC17. Deal with cleaning equipment correctly after use 3

PC18. Sort out and handle the waste safely and according to instructions 4PC19. Make sure that waste containers are taken safely to the right collection/

disposal point3

Clean verticalspaces, fittingsand internalglass spaces

PC20. Loosen dirt that is stuck on to the glass surface without causing damage 3

PC21. Remove loose dust and debris first 3

PC22. Remove loose dust, making sure it spreads as little as possible 3

PC23. Clean walls (interior) so they are free from dust, cobwebs, dirt, grease, spotsand stains

3

PC24. Choose a cleaning agent and equipment that are right for the surface andtype of dirt follow manufacturer's instructions correctly when one mix andapply the cleaning agent

5

PC25. Apply cleaning agents to fixtures and lights and ensure they are clean andworkable

5

PC26. Check that heating, lighting and ventilation systems are set correctly aftercleaning

5

PC27. Rub off the dirt thoroughly from the glass surface and remove it withoutdamaging the surface

3

PC28. Put everything back in the right place when one have finished efficiently,correctly and safely

3

PC29. Collect and segregate waste according to instruction without causing anyspillage or clutter

3

TOTAL POINTS 100Percentage for Assessment : Theory 30%

Practical 70%THC / N 0214 Obtain linen and make bedsObtain linen &bed coveringsfor beds andbathroom

PC1. Choose and collect the correct type and quantity of linen and bed coveringsas well as bathroom linen from the store

3

PC2. Check that the linen collected meets the required standard 3

PC3. Deal with any linen or bed coverings that do not meet the required standardin line with suitable workplace procedures

3

PC4. Transport linen and bed coverings correctly and safely to the work areas 2

PC5. Handle and move the linen and bed coverings securely 2

PC6. Secure linen stores against unauthorized access where necessary 2

Make and checkbeds

PC7. Remove all linen and bed covering from the beds3

PC8. Handle and store soiled linen and bed coverings correctly 3

PC9. Inspect the bed and mattress before making and get the bed ready formaking

3

PC10. Make sure the bed base, bed head, linen and bed coverings are clean andnot damaged

4

PC11. Make the bed with the right linen and bed coverings depending on the typeof customer, as per the organization’s policy

5

PC12. Ensure that the bed base, bed head, linen and bed coverings are clean andfree from damage, and carry out work in an efficient manner

5

PC13. Make the bed with the correct linen and bed coverings according towhether the customer is a new or stay over customer

5

PC14. Leave the bed neat, smooth and ready for use 5

PC15. Deal with customers’ personal property according to the organization’sprocedures

5

PC16. Perform turn down service as per defined timeline and procedure 4

Changebathroom linen

PC17. Remove soiled bathroom linen including bath rugs 4

PC18. Fold the towels, napkins and place them at the appropriate place 5

PC19. Change the bath rugs and mats 4

PC20. Remove used bath robe and replace with a fresh one 4

PC21. Ensure that the bed linen, rugs and mats are clean and free from damage 4

PC22. Leave the bathroom neat & tidy and ready for use 5PC23. Deal with customers’ personal property according to the organization’s

procedures4

Completemaking bedsand changinglinen

PC24. Complete and check complete checklists and records 4

PC25. Report any lost and found property to authorized person as per procedure 4PC26. Check work areas to ensure required workplace standards are met 5


Practical 70%THC / N 0215 Carry out periodic room servicing and deep cleaning

Carry outperiodic roomservicing

PC1. Ensure availability of necessary information about the schedule andrequirements for periodic room servicing

5

PC2. Obtain the necessary stock to replace items in the room 5

PC3. Carry out the required periodic room servicing 6

PC4. Leave the room in the required condition 6

PC5. Follow the correct procedures for items replaced 6

PC6. Identify and report anything that needs specialist maintenance 6Carry out deepcleaning

PC7. Make sure one has the necessary information about the schedule 6

PC8. Check requirements for periodic deep cleaning 5

PC9. Prepare areas for periodic deep cleaning 5

PC10. Choose correct cleaning equipment and materials for each part of the area 5

PC11. Carry out periodic deep cleaning as required 6

PC12. Leave the room in the required condition 5PC13. Identify and report any items that need specialist maintenance 6

Completeassignedhousekeepingduties and

PC14. Conduct assigned cleaning duties following workplace procedures andensure removal of waste

5


6

reporting PC16. Complete checklists and records for housekeeping duties 5

PC17. Report any lost and found property to authorized person as per procedure 6PC18. Check work areas to ensure required workplace standards are met 6TOTAL POINTS 100Percentage for Assessment : Theory 30%

Practical 70%THC / N 0216 Maintain area neat and tidy

Keep areasneat, tidy andin good order

PC1. Empty waste containers and dispose of waste correctly 5

PC2. Arrange furniture neatly 7

PC3. Keep displays neat, tidy and up-to-date 7

PC4. Spot and report any faults e.g. Lights not working, damage to furniture andfixtures etc. In the area to the appropriate member of staff

5

PC5. Regularly and discreetly check that the areas are clean, tidy and free fromobstructions in line with company safety and security policies

7

PC6. Identify and report anything that needs specialist maintenance 5

PC7. Report any items which are found lying unclaimed 10Maintainupkeep

PC8. Choose the right cleaning equipment and materials for the area beingcleaned

7

PC9. When necessary, put up hazard warning signs 7

PC10. When necessary, wear protective clothing 5

PC11. Clean off dust, dirt, debris and removable marks from the surfaces beingcleaned

6

PC12. Store the cleaning equipment correctly and safely after use 6


5

Completeassignedhousekeepingduties andreporting

PC14. Conduct assigned cleaning duties following workplace procedures andensure the area is neat and tidy

7

PC15. Report any lost and found property to authorized person as per procedure 7

PC16. Check work areas to ensure required workplace standards are met 4


Practical 65%THC/ N 0217 Collect and dispose waste properlyRemove andsegregatewaste

PC1. Wear appropriate protective clothing as required for the waste involved 8PC2. Remove waste from the areas cleaning safely and according to regulations,

instructions and good practice

7

PC3. Collect waste according to instruction without causing any spillage or clutter 7

PC4. Sort out and segregate waste according to type, making sure it is handledsafely

8

PC5. Reduce the volume of waste by breaking down, compressing or shreddingas required

6

PC6. Pack waste and store in appropriate waste containers/ assigned bins 8

PC7. Clean the waste bins if dirty 7

PC8. Change waste bags regularly and promptly when full and to avoid foul smell 7

PC9. Keep waste areas and its contents clean, tidy and sanitized at all times 7

PC10. Make sure that sites of cleaning operations are clear of waste that is not tobe left at the site

7

PC11. Make sure that waste containers are taken safely to the allocated collectionpoint and made secure where necessary

7

PC12. Complete records to maintain a waste audit trail in line with the unitprocedures

6

PC13. Identify and report problems associated with the collection and storage ofwaste according to company procedures

7

PC14. Follow the legal and rsegulatory requirements, health and safety, hygieneand environmental standards and instructions

8

TOTAL POINTS 100


Practical 65%

THC / N 0207 Report, record and prepare documentation

Fill up checklistsand registers asper procedure

PC1. Fill up checklists for assigned work areas to record status of work as perprocedure and timelines prescribed

5

PC2. Fill up checklists for equipment and machines provided for serviceabilityand maintenance

5

PC3. Fill up register or requisition for requirement of housekeeping supplies 5

PC4. Fill up register to record attendance as per duty roster 4

PC5. Fill up description of work carried out during the shift 6

PC6. Record unfinished tasks in the log book 6

PC7. Record deviations from the sop, if any, in the log book 6

PC8. Report any lost and found belongings 5

PC9. Report any incidents and accidents which need to be brought to the noticeof superiors

5

PC10. Ensure that the report draws valid conclusions from the presented data 4

PC11. Adopt the most suitable method of presentation 4Recordescalations andunresolvedproblems in thelog book

PC12. Record unresolved issues and other escalations in the log book 5

PC13. Record jobs related problems to supervisor for support 6PC14. Monitor the problem and keep the supervisor informed about progress or

any delays in resolving the problem4

PC15. Refer the problem to a competent internal specialist if it cannot be resolved 6

Prepare reportsand documents

PC16. Prepare regular reports and documents as required by organization’sprocedures e.g. Occupancy report, duty roster etc

5

PC17. Prepare special reports as required from time to time by the management,e.g. Monthly consumption report of amenities etc.

5

PC18. Ensure that the report includes all necessary information and is accurate,clear and concise

5

PC19. Ensure the presentation of results conforms to relevant procedures carriedout

5

PC20. Present the report to the relevant people within agreed timescales, usingappropriate templates and formats

4

TOTAL POINTS 100


Practical 70%THC / N 0901 Give a positive impression of oneself and the organization

Establisheffectiverapport withcustomers

PC1. Meet organisation's standards of appearance and behaviour 6PC2. Greet customers respectfully and in a friendly manner 6PC3. Communicate with customers in a way that makes them feel valued and

respected

5

PC4. Treat customers courteously and helpfully at all times 5

PC5. Keep customers informed and reassured 5

PC6. Adapt behaviour to respond effectively to different customer behaviour 5

Respondappropriatelyto customers

PC7. Respond promptly to a customer seeking help 5

PC8. Choose the most appropriate way to communicate with customers 5

PC9. Check with customers that their expectations have been fully understood 6

PC10. Respond promptly and positively to customers' queries and comments 6

PC11. Allow customers time to consider the response and give further explanationwhen appropriate

5

Communicateinformation tocustomers

PC12. Quickly find information that will help the customer 6

PC13. Give customer information they need about the services or productsoffered by the organization

5

PC14. Recognize information that customers might find complicated and checkwhether they fully understand

5

PC15. Explain clearly to the customers any reasons why their needs orexpectations cannot be met

5

Escalations ofunresolvedproblems as perprotocol

PC16. Refer the problem to a competent person/supervisor as per protocol if itcannot be resolved by the helpdesk

5

PC17. Obtain help or advice from supervisor/authorized person as per protocol ifthe problem is outside his/her area of

competence or experience

4

Provide interimfeedback tocustomer, incase of delays

PC18. Monitor the problem and keep the customer informed about progress orany delays in resolving the problem

5

Processcompliances

PC19. Comply with relevant legislation, standards, policies and procedures 6


Practical 65%THC / N 0902 Work effectively with othersWorking withothers

PC1. Communicate with other people clearly and effectively 6PC2. Integrate one’s work with other people’s work effectively 8

PC3. Receive information and instructions accurately from the supervisor andfellow workers, getting clarification where required

5

PC4. Pass on accurate information to authorized persons who require it andwithin agreed timescale and confirm its receipt

6

PC5. Pass on essential information to other people on timely basis 6

PC6. Consult with and assist others to maximize effectiveness and efficiency incarrying out tasks

7

PC7. Work in a way that shows respect for other people 6

PC8. Carry out any commitments made to other people 8

PC9. Identify any problems with team members and other people and take theinitiative to solve these problems

6

PC10. Follow the organisation’s policies and procedure 6

PC11. Display helpful behavior by assisting others in performing tasks in a positivemanner

6

PC12. Display active listening skills while interacting with others at work 6

PC13. Use appropriate tone, pitch and language to convey politeness,assertiveness, care and professionalism

8

PC14. Demonstrate responsible and disciplined behaviors at the workplace 8

PC15. Escalate grievances and problems to appropriate authority as per procedureto resolve them and avoid conflict

8

TOTAL POINTS 100


Practical 70%THC / N 0903 Maintain a safe, hygienic and secure working environment

Maintainpersonal healthand hygiene

PC1. Maintain personal health and hygiene 2

PC2. Wear clean, smart and appropriate clothing, footwear and headgear 3

PC3. Keep hair neat and tidy and wear it in line with the organization’s standards 2

PC4. Make sure any jewellery, perfume and cosmetics are in line with theorganization’s standards

2

PC5. Follow health and hygiene procedures in all the work at all times 3

Maintain safeand secureenvironment

PC6. Keep a look out for hazards in the workplace 4

PC7. Identify any hazards or potential hazards and deal with these correctly 4

PC8. Report any accidents or near accidents quickly and accurately to the properperson

3

PC9. Follow safety procedures at the workplace 3

PC10. Practice emergency procedures correctly 4

PC11. follow the organization’s security procedure 4

PC12. Use protective clothing/equipment for specific tasks & work conditions 3

PC13. Identify job-site hazardous work and state possible causes of risk oraccident in the workplace

3

PC14. Carry out safe working practices while dealing with hazards to ensure thesafety of self and others state methods of accident prevention in the workenvironment of the job role

3

PC15. Inspect for faults, set up and safely use steps and ladders in general use 3

PC16. Lift heavy objects safely using correct procedures 3

PC17. Apply good housekeeping practices at all times 3

PC18. Identify common hazard signs displayed in various areas 2

PC19. Retrieve and/or point out documents that refer to safety at workplace 2

PC20. Use appropriate fire extinguishers on different types of fires correctly 3

Fire safety

PC21. Demonstrate rescue techniques applied during fire hazard 3

PC22. Demonstrate good housekeeping in order to prevent fire hazards 3PC23. Demonstrate the correct use of a fire extinguisher 3PC24. Demonstrate how to free a person from electrocution, as per laid down

procedure

4

Emergencies,rescue and first-aid procedures

PC25. Administer appropriate first aid to victims where required eg. In case ofbleeding, burns, choking, electric shock, poisoning etc.

4

PC26. Demonstrate basic techniques of bandaging 2

PC27. Respond promptly and appropriately to an accident situation or medicalemergency in real or simulated environments

3

PC28. Perform and organize loss minimization or rescue activity during an accidentin real or simulated environments

3

PC29. Administer first aid to victims in case of a heart attack or cardiac arrest dueto electric shock, before the arrival of emergency services in real orsimulated cases

3

PC30. Demonstrate the artificial respiration and the cpr process 4

PC31. Participate in emergency procedures 3

PC32. Complete a written accident/incident report or dictate a report to anotherperson, and send report to person responsible

2

PC33. Demonstrate correct method to move injured people and others during an 4

emergencyTOTAL POINTS 100Percentage for Assessment : Theory 30%

Practical 70%

Contentspmkvyofficial.org/App_Documents/QPs/QP Room Attendant.pdf · Qualifications Pack For Room...

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