Ebook Vietnam tourism occupational standards – Small accommodation operations: Part 1

Guests that stay at small accommodations to expect friendlier service, but this does not always guarantee good service. To improve service quality most small accommodations depend on informal, on-the-job training of staff rather than formal training. Therefore, VTOS for small accommodation operations will support and help owners/entrepreneurs improve the quality of their staff and service, and therefore help grow the business and build the reputation of the hotel or enterprise and attract more business through referrals or word of mouth recommendations.

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VIETNAM TOURISM OCCUPATIONAL STANDARDS SMALL ACCOMMODATION OPERATIONS

Hanoi, 2015

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funded by the EU 5

ACKNOWLEDGEMENTS

The Vietnam Tourism Occupational Standards for Small Accommodation Operations were developed by the EU-funded “Environmentally & Socially Responsible Tourism Capacity Development Programme” (ESRT Programme) on behalf of Ministry of Culture, Sports and Tourism/Vietnam National Administration of Tourism The content was developed by a team of international and local experts with support from technical working groups, government departments, the tourism industry and local colleges

ESRT would sincerely like to thank all individuals and groups for their valued contributions to the development of these materials with special mention to the

• Ministry of Culture, Sports and Tourism (MCST)

• Ministry of Labour, Invalids and Social Affairs (MOLISA)

• Ministry of Education and Training (MOET)

• Vietnam National Administration of Tourism (VNAT)

• Vietnam Tourism Certification Board (VTCB)

• Hotel and Travel Associations and members

• Delegation of the European Union to Vietnam

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Assessment The process of making judgements about the extent to which a candidate’s work

meets the assessment criteria for a qualification or unit, or part of a unit

Assessment criteria Assessment criteria list the performance/skills and knowledge and understanding

that need to be assessed

Assessment methods VTOS allows a variety of assessment methods that are appropriate for different

types of performance or knowledge

Assessor An experienced person who is qualified to assess the performance of the candidate

and usually from the same area of work, e.g Front Office Supervisor

Assessor guide A guide for assessors on how to assess the candidate and how to record and

document the candidate performance and knowledge

Attitudes/behaviours Attitudes and behaviours impact on the quality of work performance and so these

are important aspects of ‘being competent.’ Attitudes and behaviours describe the general ways in which individuals go about achieving the outcomes

Certification The award of a certificate or diploma to a candidate based on assessment of

performance

Competency Competency is the ability to apply specific skills, knowledge and behaviours/attitudes

necessary to fulfil the job requirements satisfactorily

Core units Core units include basic competencies that all employees must possess

(e.g communication skills)

Functional units Functional (technical/professional) units relate to the hospitality or tourism job itself

Generic units Generic competencies are those competencies that are common to a group of jobs

such as cookery or travel

Management units These are the generic competencies for roles in an organization that involve

managing, supervising or influencing the work of others in some way

Standards Occupational standards define the knowledge, skills and attitudes/behaviours

(competence) required for effective workplace performance

Unit of competence A unit is the smallest part of a qualification can be certified individually

VTOS Vietnam Tourism Occupational Standards

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funded by the EU 7

CONTENTS

FOS1.1 UNIT TITLE: RECEIVE AND PROCESS RESERVATIONS 19

FOS1.2 UNIT TITLE: PROVIDE CHECK IN AND REGISTRATION SERVICES 22

FOS1.3 UNIT TITLE: PROVIDE GUEST SERVICES 25

FOS1.4 UNIT TITLE: PROVIDE CHECKOUT SERVICES 27

FOS1.5 UNIT TITLE: PROVIDE BELL BOY AND PORTER SERVICES 30

HKS1.1 UNIT TITLE: ARRANGE TROLLEY AND EQUIPMENT 33

HKS1.2 UNIT TITLE: SERVICE A GUEST ROOM 35

HKS1.4 UNIT TITLE: CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT 38

HKS1.5 UNIT TITLE: HANDLE GUEST LAUNDRY 41

FBS1.1 UNIT TITLE: PREPARE THE RESTAURANT FOR FOOD SERVICE 43

FBS1.3 UNIT TITLE: WELCOME AND RECEIVE GUESTS 45

FBS1.4 UNIT TITLE: TAKE AND PLACE AN ORDER 47

FBS1.5 UNIT TITLE: SERVE FOOD AT TABLE 49

FBS1.6 UNIT TITLE: SERVE DRINKS AND ACCOMPANIMENTS 51

FBS1.7 UNIT TITLE: CLEAR TABLE 53

FBS2.1 UNIT TITLE: OPERATE A BAR 55

FOS2.4 UNIT TITLE: PROVIDE CONCIERGE SERVICES 57

FOS3.2 UNIT TITLE: MONITOR FRONT OFFICE OPERATIONS 60

HKS3.1 UNIT TITLE: MONITOR HOUSEKEEPING OPERATIONS 63

FBS3.1 UNIT TITLE: MONITOR FOOD AND BEVERAGE SERVICE 66

HRS7 UNIT TITLE: PROVIDE ON-THE-JOB COACHING 69

HRS10 UNIT TITLE: PLAN, ALLOCATE AND MONITOR WORK OF A TEAM 72

FMS4 UNIT TITLE: PREPARE AND ANALYSE FINANCIAL STATEMENTS AND REPORTS 76

SCS2 UNIT TITLE: MANAGE INCIDENTS AND EMERGENCIES 79

ACKNOWLEDGEMENTS 5

GLOSSARY 6

CONTENTS 7

I INTRODUCTION 9

VTOS DEVELOPMENT METHODOLOGY 9

VTOS LEVELS AND QUALIFICATIONS 10

VTOS COMPETENCY UNITS 11

UNIT STRUCTURE 12

II SMALL ACCOMMODATION OPERATIONS OCCUPATIONS 14

LIST OF UNITS OF COMPETENCE 15

SMALL ACCOMMODATION OPERATIONS QUALIFICATIONS 17

III DETAILED STANDARDS 19

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SCS3 UNIT TITLE: OPERATE BASIC SECURITY EQUIPMENT 82

HRS11 UNIT TITLE: IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PRACTICES 85

SCS1 UNIT TITLE: MAINTAIN HOTEL SECURITY 88

RTS4.8 UNIT TITLE: APPLY RESPONSIBLE TOURISM TO ACCOMMODATION SERVICES 91

COS1 UNIT TITLE: USE THE TELEPHONE IN THE WORKPLACE 95

COS2 UNIT TITLE: WORK EFFECTIVELY WITH OTHERS 97

COS3 UNIT TITLE: COMPLETE ROUTINE ADMINISTRATIVE TASKS 99

COS4 UNIT TITLE: USE ENGLISH AT A BASIC OPERATIONAL LEVEL 101

COS5 UNIT TITLE: MAINTAIN INDUSTRY KNOWLEDGE 103

COS6 UNIT TITLE: PROVIDE BASIC FIRST AID 105

COS7 UNIT TITLE: PROVIDE SAFETY AND SECURITY 108

COS8 UNIT TITLE: RESPOND TO EMERGENCIES 111

GES1 UNIT TITLE: PREPARE FOR WORK 114

GES2 UNIT TITLE: RECEIVE AND RESOLVE COMPLAINTS 117

GES3 UNIT TITLE: CLOSE DOWN THE SHIFT 119

GES4 UNIT TITLE: PROCESS FINANCIAL TRANSACTIONS 121

GES5 UNIT TITLE: ORDER AND RECEIVE NEW STOCKS 123

GES6 UNIT TITLE: PROMOTE AND SELL PRODUCTS AND SERVICES 126

GES7 UNIT TITLE: MAINTAIN DOCUMENT FILING AND RETRIEVAL SYSTEMS 128

GES8 UNIT TITLE: MAINTAIN FOOD SAFETY AND HYGIENE 130

GES9 UNIT TITLE: DEVELOP GUEST RELATIONSHIPS 133

GES12 UNIT TITLE: APPLY RESPONSIBLE TOURISM PRINCIPLES 135

GES13 UNIT TITLE: MONITOR FACILITIES AND OPERATIONS TO ENSURE CHILD PROTECTION 137

GES14 UNIT TITLE: PREVENT, CONTROL AND FIGHT FIRES 140

GES15 UNIT TITLE: DEAL WITH INTOXICATED AND UNAUTHORIZED PERSONS 142

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funded by the EU 9

I INTRODUCTION

With the aim to help meet the needs for a qualified workforce for the tourism industry in Vietnam, the EU-funded Environmentally & Socially Responsible Tourism Capacity Development Programme (ESRT) was tasked to revise the Vietnam Tourism Occupational Skills Standards (VTOS) which were originally developed under the EU-funded Human Resource Development in Tourism Project (HRDT) The revised VTOS have been developed and benchmarked against international occupational standards and ASEAN Common Competency Standards for Tourism Professionals (ACCSTP) and will satisfy the requirements of the ASEAN Mutual Recognition Arrangement for Tourism Professionals (MRA-TP)

Occupational Standards refer to the agreed minimum best practice for jobs in the tourism/hospitality industry, and include the statutory (legal, health, safety, security) requirements They specify what a person should know and do, as well

as the way they do their work, in order to carry out the functions of a particular job in the context of the work environment VTOS covers two major divisions within the tourism sector (hospitality and travel) with six key occupational areas in line with ASEAN: Hospitality Division (Front Office Operations, Housekeeping Operations, Food & Beverage Service, Food

Preparation) and Travel Division (Travel & Tour Operations, Tour Guiding) VTOS also includes four specialist areas (Hotel Management, Small Accommodation Operations, On-site Tour Guiding, and Tourist Boat Service) to meet the unique requirements of Vietnam tourism industry

VTOS units of competence have been grouped to provide a range of industry-relevant qualifications/job titles from basic to advanced levels and also a number of diplomas suitable for college teaching, therefore making it relevant for the industry and the formal education sector

VTOS can be used by:

Hospitality and travel companies to set a standard for how the work of their employees should be completed VTOS units can be used for training staff in the key skills and job functions for a range of skills In addition VTOS can be used to assess the performance of staff against the standards Organizations can arrange to register their staff with an assessment centre to formally recognise or assess their skills and gain a certificate

Colleges and training organisationsto design their hospitality or tourism curriculum VTOS clearly specifies the skills, knowledge and behaviours required for particular jobs in the industry VTOS units can be compiled to provide a curriculum for a range of education and training courses or programmes

VTOS DEVELOPMENT METHODOLOGY

VTOS was prepared by conducting a detailed functional analysis of hospitality and tourism jobs with a technical working group of industry experts to identify the key competencies needed for jobs for the tourism sector The functional analysis provides an accurate and detailed separation of the functions which have to be carried out in order to achieve the key purpose of the sector, occupation or area of work

A review of Vietnam tourism qualifications and occupational standards has been conducted via a national Training Needs Assessment (TNA) The outcome of the TNA identified areas of skills shortages and defined skills requirements and competencies that will be required of tourism professionals

Six occupational areas identified by ASEAN and the previous Vietnam Tourism Occupational Skills Standards were then used as a baseline to verify the findings of the functional analysis, and the competencies identified by the Technical Working Groups were then benchmarked against international standards to ensure any gaps were filled

The VTOS were then developed using an international occupational standards approach which developed the contents

of the standards as competencies in a format compatible with ASEAN The units of competence include a unit title, the performance criteria, knowledge requirements, conditions of performance and variables, assessment criteria, assessment methods and references to ACCSTP These competencies were then grouped into levels according to the ASEAN definition VTOS units of competence were prepared by a team of international and Vietnamese subject experts The units were reviewed by Technical Working Groups comprising industry practitioners and vocational trainers from local institutions Feedback from these consultations have been incorporated, revised into the standards, and a selection of units have been piloted with trainees to ensure the level and content was appropriate for the job areas identified

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VTOS consists of five qualification levels in six key occupational areas

Level 5 (Advanced Diploma 5) Sophisticated, broad and specialised competence with senior management

skills; Technical, creative, conceptual or managerial applications built around competencies of either a broad or specialised base and related to a broader organisational focus

Level 4 (Diploma 4) Specialised competence with managerial skills; Assumes a greater theoretical

base and consists of specialised, technical or managerial competencies used to plan, carry out and evaluate work of self and/or team

Level 3 (Certificate 3) Greater technical competence with supervisory skills; More sophisticated

technical applications involving competencies requiring increased theoretical knowledge, applied in a non-routine environment and which may involve team leadership and increased responsibility for outcomes

Level 2 (Certificate 2) Broad range of skills in more varied context with more responsibilities; Skilled

operator who applies a broad range of competencies within a more varied work context and capable for working in groups, working independently in some cases and taking a significant responsibility for their own work results and products

Level 1 (Certificate 1) Basic, routine skills in a defined context; A base operational qualification that

encompasses a range of functions/activities requiring fundamental operational knowledge and limited practical skills in a defined context

VTOS LEVELS AND QUALIFICATIONS

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funded by the EU 11

Abbreviations for group of units

COS Core Standards FBS Food & Beverage Service Standards

GES Generic Standards FOS Front Office Operations Standards

RTS Responsible Tourism Standards FPS Food Preparation Standards

CMS Customer Service & Marketing Management

Standards HKS Housekeeping Operations Standards

FMS Financial Management Standards TBS Tourist Boat Service Standards

GAS General Administration Management

Standards TGS Tour Guiding Standards

HRS Human Resource Management Standards TOS Travel & Tour Operation Standards

SCS Security Management Standards

VTOS COMPETENCY UNITS

VTOS is structured in units of competence using a modular format so that it is flexible and easily adapted for different jobs, personnel and qualifications It is suitable for use in small to medium enterprises, large hotels, tour operator and travel companies, as well as for use in colleges and educational institutions It can be used as the basis for curriculum in colleges

In addition, VTOS includes units on Responsible Tourism suitable for a range of jobs from all occupations In this way, VTOS has been developed with the flexibility required for a fast-growing tourism industry as well as the breadth required for a range of technical and highly professional jobs at a number of levels from entry level up to Senior Management level.VTOS consists of a range of units of competence that specify particular skills, knowledge and behaviours/attitudes necessary

to fulfil the job requirements satisfactorily Each job will consist of a blend of functional, core and generic units

• Functional (technical/professional)competencies are specific to roles or jobs within the tourism industry, and include the specific skills and knowledge (know-how) to perform effectively (e.g food service, tour guiding etc.)

• Core (common) competencies include the basic skills that most employees should possess (e.g., working with others, language and IT skills) These competencies are essential for anyone to do their job competently

• Generic (job related) competencies are those competencies that are common to a group of jobs They often include general job competencies that are required in a number of occupations (e.g., health & safety), as well as job specific competencies that apply to certain occupations more than others (e.g., close the shift)

• Management competencies are the generic competencies for roles in an organization that involve managing, supervising or influencing the work of others in some way They may be specific to a job role (supervise housekeeping operations) or general to any supervisory/management role (arrange purchase of goods and services etc.)

• Responsible tourism competencies are the specific skills required for the operation and management in the organisation for the enhancement of the quality of services and products towards a sustainable tourism development, operations and products of responsible tourism

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Unit Section Description Example

Unit Number • Number of the unit e.g FOS1.3 is Front

Office Operations Standard, Level 1, Unit 3

FOS1.3

Unit Descriptor • Summary or overview of the unit This unit describes the competencies required

by front office staff to interface of with guests

in a number of varied situations, responding to their requirements and expectations with cultural and professional sensitivity to satisfy needs and resolve problems

Elements • Units are divided into two or more

elements that describe the activities the person has to carry out

• Elements can provide structure to a complex function and break up long lists of Performance Criteria by presenting them

in logical sections

E1 Handle questions and requestsE2 Process safety deposit boxesE3 Exchange foreign currencyE4 Handle guest disbursements

E1 Handle questions and requests

P1 Answer guest questions and enquiries promptly and courteously and take personal responsibility for finding the answersP2 Assist guests in making bookings for restaurants, conferences or banquets etcP3 Compile a dossier of information commonly requested or likely to be asked for

P4 Prepare local contact numbers and contact details for guest use

P5 …

Knowledge

Requirements • Units of competence include essential underpinning knowledge that enables the

work to be done with understanding

• Knowledge includes understanding of facts, principles and methods which ensure that the person who measures up

to the standard can be effective in other organisations, related job roles and work contexts and be better placed to deal with the unusual or unexpected

• Each knowledge item will normally be assessed by oral or written questioning

K1 Explain the benefits and alternatives for airline travel and associated travel means such as trains, buses and taxis

K2 Explain the procedure for travel reservations, confirmations and how to enquire about regarding flight statusK3 Describe the procedures for issuing, allowing access to and closing a safety deposit box

K4 Describe the steps in exchanging currency for a guest

UNIT STRUCTURE

The VTOS units of competence comprise the following:

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• Rather than include these differences in the performance criteria, the range of variables will identify different types of activities and conditions under which the performance could take place

4 Cash disbursements may include:

• Paid-out as a reverse cash transaction in the cash account folio debiting the guest account

• A cash receipt docket signed by the guest and retained in the folio bin

• In certain establishment supervisory authorisation may be required for such transactions with limits applying

Assessment

Guide This section specifies the of evidence needed to show that the trainee/ amount and type

learner has met the standards specified in the performance criteria and in all the

circumstances defined in the evidence of achievement

• Evidence of the candidate’s performance, knowledge, understanding and skills needs

to be recorded and examined for quality control purposes

• This is often presented in a folder known

as a portfolio of evidence or in a passbook

• Assessment needs to be cost effective and time efficient to be sustainable

• All assessment needs to be internally verified by an assessment centre to ensure

it is valid, current, rigorous and objective

Evidence of the following is required:

1 At least three different requests or issues handled accurately and satisfactorily

2 At least two safety deposit boxes issued according to procedures

3 At least three foreign currency transactions handled accurately according to procedures

4 At least two guest disbursements made according to procedures

Assessment must ensure:

• Access to an actual workplace or simulated environment

• Access to office equipment and resources

• Documentation of guest transactions as evidence of performance

Assessment

Methods The main assessment methods for VTOS include:

• Assessors observing trainees at work (or,

in some cases, under realistic simulated conditions)

• Trainees supplying examples of records and documents that show they work to the standard

• Line managers and supervisors providing statements about the trainee’s work

• Candidate answering questions from their assessors or completing written tests

This unit may be assessed on or off the job

• Assessment can include evidence and documentation from the workplace or through a simulation activity, supported by

a range of methods to assess underpinning knowledge

• Assessment must relate to the individual’s work area or area of responsibility

The following methods may be used to assess:

• Case studies

• Observation of practical candidate performance

• Oral and written questions

• Documentation from the workplace

References • Cross-reference to the relevant standard from (ASEAN Common Competency

Standards for Tourism Professionals), if available

DH1.HFO.CL2.03 1.8, 3.6, 4.2

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II SMALL ACCOMMODATION OPERATIONS OCCUPATIONS

Staff working in small accommodation enterprises have to be multi-skilled and flexible, as they need to provide a range

of hospitality services to their guests and customers In addition, the owner/manager often has to handle a variety of responsibilities from finance, to marketing to human resource development and training

Small Accommodations are often privately owned businesses that are managed by their owner/entrepreneur and where the owner generally controls all important decisions The background, character, values, beliefs, and education

of an small accommodation’s owner will thus have a significant impact on the strategic direction of the enterprise In small accommodation operations, job descriptions are often not well defined There can be a significant overlap in responsibilities, with staff members taking on a number of different roles The accountability of individuals is therefore often less clearly set out than in larger hotels

Small accommodation operations often have less structured procedures in place and their communication and information flows are usually less formalized which means that staff members sometimes fail to follow up on details such as collecting guest’s data, controlling expenses and communicating with others

An important characteristic of small accommodation operations is their general focus on day-to-day activities Because their financial and staff resources tend to be restricted, small accommodation operations often concentrate on short term problem-solving and ‘making ends meet’ as opposed to taking a long-term approach

The majority of small accommodation operations do not attach importance to training and skills development Often, small accommodations owners think that investment in training equals a waste of money and there is a fear that trained personnel would leave the hotel when their skill levels increase

Guests that stay at small accommodations to expect friendlier service, but this does not always guarantee good service

To improve service quality most small accommodations depend on informal, on-the-job training of staff rather than formal training Therefore, VTOS for small accommodation operations will support and help owners/entrepreneurs improve the quality of their staff and service, and therefore help grow the business and build the reputation of the hotel or enterprise and attract more business through referrals or word of mouth recommendations

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funded by the EU 15

1 FOS1.1 RECEIVE AND PROCESS RESERVATIONS 

2 FOS1.2 PROVIDE CHECK IN AND REGISTRATION SERVICES 

3 FOS1.3 PROVIDE GUEST SERVICES 

4 FOS1.4 PROVIDE CHECKOUT SERVICES 

5 FOS1.5 PROVIDE BELL BOY AND PORTER SERVICES 

6 HKS1.1 ARRANGE TROLLEY AND EQUIPMENT 

7 HKS1.2 SERVICE A GUEST ROOM 

8 HKS1.4 CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT 

9 HKS1.5 HANDLE GUEST LAUNDRY 

10 FBS1.1 PREPARE THE RESTAURANT FOR FOOD SERVICE 

11 FBS1.3 WELCOME AND RECEIVE GUESTS 

12 FBS1.4 TAKE AND PLACE AN ORDER 

13 FBS1.5 SERVE FOOD AT TABLE 

14 FBS1.6 SERVE DRINKS AND ACCOMPANIMENTS 

17 FOS2.4 PROVIDE CONCIERGE SERVICES 

18 FOS3.2 MONITOR FRONT OFFICE OPERATIONS 

19 HKS3.1 MONITOR HOUSEKEEPING OPERATIONS 

20 FBS3.1 MONITOR FOOD AND BEVERAGE SERVICE 

21 HRS7 PROVIDE ON-THE-JOB COACHING 

22 HRS10 PLAN, ALLOCATE AND MONITOR WORK OF A TEAM 

23 FMS4 PREPARE AND ANALYSE FINANCIAL STATEMENTS AND REPORTS 

24 SCS2 MANAGE INCIDENTS AND EMERGENCIES 

25 SCS3 OPERATE BASIC SECURITY EQUIPMENT 

26 HRS11 IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PRACTICES 

28 RTS4.8 APPLY RESPONSIBLE TOURISM TO ACCOMMODATION SERVICES 

29 COS1 USE THE TELEPHONE IN THE WORKPLACE 

31 COS3 COMPLETE ROUTINE ADMINISTRATIVE TASKS 

32 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL 

LIST OF UNITS OF COMPETENCE

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Ref Unit No Unit Title Levels Core Generic

42 GES6 PROMOTE AND SELL PRODUCTS AND SERVICES 

43 GES7 MAINTAIN DOCUMENT FILING AND RETRIEVAL SYSTEMS 

46 GES12 APPLY RESPONSIBLE TOURISM PRINCIPLES 

47 GES13 MONITOR FACILITIES AND OPERATIONS TO ENSURE CHILD PROTECTION 

48 GES14 PREVENT, CONTROL AND FIGHT FIRES 

49 GES15 DEAL WITH INTOXICATED AND UNAUTHORIZED PERSONS 

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funded by the EU 17

CSAO1 Certificate in Small Accommodation Operations 1CSAO2 Certificate in Small Accommodation Operations 2CSAOS3 Certificate in Supervision of Small Accommodation Operations 3

1 FOS1.3 PROVIDE GUEST SERVICES 

2 FOS1.5 PROVIDE BELL BOY AND PORTER SERVICES 

3 HKS1.1 ARRANGE TROLLEY AND EQUIPMENT 

4 HKS1.2 SERVICE A GUEST ROOM 

5 HKS1.4 CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT 

6 HKS1.5 HANDLE GUEST LAUNDRY 

7 FBS1.1 PREPARE THE RESTAURANT FOR FOOD SERVICE 

8 FBS1.5 SERVE FOOD AT TABLE 

9 FBS1.6 SERVE DRINKS AND ACCOMPANIMENTS 

12 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL 

SMALL ACCOMMODATION OPERATIONS QUALIFICATIONS

CSAO1 - Certificate in Small Accommodation Operations Level 1 (18 Units)

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CSAO2 - Certificate in Small Accommodation Operations Level 2 (17 Units)

1 FOS1.1 RECEIVE AND PROCESS RESERVATIONS 

2 FOS1.2 PROVIDE CHECK IN AND REGISTRATION SERVICES 

3 FOS1.4 PROVIDE CHECKOUT SERVICES 

4 FBS1.3 WELCOME AND RECEIVE GUESTS 

5 FBS1.4 TAKE AND PLACE AN ORDER 

7 FOS2.4 PROVIDE CONCIERGE SERVICES 

8 COS1 USE THE TELEPHONE IN THE WORKPLACE 

9 COS3 COMPLETE ROUTINE ADMINISTRATIVE TASKS 

15 GES6 PROMOTE AND SELL PRODUCTS AND SERVICES 

16 GES7 MAINTAIN DOCUMENT FILING AND RETRIEVAL SYSTEMS 

CSAOS3 - Certificate in Supervision of Small Accommodation Operations Level 3 (16 units)

1 FOS3.2 MONITOR FRONT OFFICE OPERATIONS 

2 HKS3.1 MONITOR HOUSEKEEPING OPERATIONS 

3 FBS3.1 MONITOR FOOD AND BEVERAGE SERVICE 

4 HRS7 PROVIDE ON-THE-JOB COACHING 

5 HRS10 PLAN, ALLOCATE AND MONITOR WORK OF A TEAM 

6 FMS4 PREPARE AND ANALYSE FINANCIAL STATEMENTS AND REPORTS 

7 SCS2 MANAGE INCIDENTS AND EMERGENCIES 

8 SCS3 OPERATE BASIC SECURITY EQUIPMENT 

9 HRS11 IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PRACTICES 

11 RTS4.8 APPLY RESPONSIBLE TOURISM TO ACCOMMODATION SERVICES 

14 GES13 MONITOR FACILITIES AND OPERATIONS TO ENSURE CHILD PROTECTION 

16 GES15 DEAL WITH INTOXICATED AND UNAUTHORIZED PERSONS 

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funded by the EU 19

III DETAILED STANDARDS

FOS1.1 UNIT TITLE: RECEIVE AND PROCESS RESERVATIONS

UNIT DESCRIPTOR

This unit describes the competencies required to make a reservation for a room accurately, update reservation status for the property, modify, cancel a reservation and allocate rooms where appropriate using the correct room rates, guarantee policies, MOP, and guest profiles

K1 Describe the making of a reservation from start

to finish

K2 Describe the complete process for modifying a

reservation in a variety of situations

K3 Describe the complete process for cancelling a

reservation in a variety of situations

K4 Describe the process of handling same-day

E1 Taking a reservation

P1 Take details of reservation accurately and

completely

P2 Confirm the availability or non-availability of the

requested rooms

P3 Complete reservation and record information

E2 Modify a reservation

P4 Locate the original reservation

P5 Accept or reject the modification request

P6 Follow up the modification request with a

formal confirmation

E3 Cancel a reservation

P7 Locate the original reservationP8 Accept the cancellation request and advise if any charges incurred in the booking conditionsP9 Follow up the cancellation request with formal notice

E4 Allocate rooms

P10 Decide if rooms need to be allocated or notP11 Allocate rooms in accordance with numbers, special requests, ease of servicing or guest amenities

P12 Arrange for room changes, upgrades and extensions of stay

P13 Create a printout of allocated rooms for easy reference at check-in

KNOWLEDGE REQUIREMENTS

ELEMENTS AND PERFORMANCE CRITERIA

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1 The ways in which reservations may be

received may include:

• Telephone

• Facsimile

• Mail

• Face-to-face

• Online through website or online booking

company (e.g booking.com)

3 Taking a reservation normally includes:

• Establish the dates of stay required

• Establish the number of rooms required and

the types of room

• Establish the number of guests and their

disposition in the room(s)

• Confirm the availability or non-availability of the

requested rooms

• Create a waiting list and monitor its

management

• Establish the name of the reservation whether

a company name or an individual

• Retrieve guest profile if guest has stayed before

(stay reference, blacklist, memberships)

• Ask the customer for the reservation

requirement details and quote the appropriate

room rate

• Ask for the supplementary reservation details

and establish a method of guarantee

• Confirm all the reservation details back to the

customer and give a booking reference

• Finish the reservation communication

appropriately

• Complete reservation details by entering all

aspects into the system whether manual or

5 Modification procedure could include:

• Locate the original reservation and confirm that

it refers to the same request for modification

• Establish what the modification is

• Verify if the modification can be made

• Accept the modification if possible and any changes to the booking conditions

• If the modification cannot be accommodated, explain that this cannot be done

• Obtain the reference (name and authority) of the person making the modification

• Follow up the modification with formal notice

6 Cancellation of a reservation could include:

• Locate the original reservation and confirm that

it refers to the same request for cancellation

• Establish why the cancellation occurred if possible

• Accept the cancellation and advise if any charges incurred in the booking conditions

• Obtain the reference (name and authority) of the person making the modification

• Follow up the modification with formal notice of this in certain cases

• For same day, non-guaranteed reservations, obtain listing of non-guaranteed reservations

• Verify for extenuating conditions such as inclement weather, delayed flights, company booking or regular guests

• Seek supervisory guidance if in doubt

• Take reservation off arrivals list and file cancellation in appropriate file

• Contact no-show of non-guaranteed reservations where feasible

CONDITIONS OF PERFORMANCE AND VARIABLES

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funded by the EU 21

Evidence of the following is required:

1 Two occasions of accurately taking a

reservation according to procedures

2 Two occasions of modifying a reservation

Assessment must ensure:

• Access to an actual workplace or simulated

environment

• Documentation of reservation processes as

• Practical exercises that reflect the workplace use of the computerized or manual reservation system in use

• Role plays/simulation exercises

• Third party reports completed by a supervisor

• Project and assignment work

Guest Service Agent, Receptionist, Reservation Officer D1 HFO.CL2.01

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FOS1.2 UNIT TITLE: PROVIDE CHECK IN AND REGISTRATION SERVICES

UNIT DESCRIPTOR

This unit describes the competencies required to check in guests that have reservations or are walk-ins It deals with registration with hotel and local authorities, room allocations and securing guarantee of payment for individuals, VIPs or groups in a professional and courteous manner

K1 Describe the registration process for a guest

who has a reservation from entrance to

dispatch to the room

K2 Describe how any guest account may be

settled, the criteria governing each and the

steps to be taken on check in and registration

K3 Describe the types of card and the process

used in transacting a settlement both

mechanically and electronically

K4 Describe the process of dealing with a VIP arrival

K5 Describe the check-in process for groupsK6 Describe the process when checking a guest in with no reservation

K7 Describe and demonstrate the assigning of a room and the ensuring issuance of a key and key card

E1 Check in a guest and secure payment

P1 Acknowledge all guests who approach the

reception desk

P2 Retrieve and reconfirm the reservation details

P3 Complete guest registration details and

confirm payment arrangement

P4 Allocate a suitable room according to the

reservation requirements

P5 Issue the room key and introduce hotel

facilities, services or additional information

P6 Arrange porter service if required

P7 Complete check in process

E2 Handle VIP arrivals

P8 Observe and analyse the VIP reportP9 Block off rooms for VIPs and prepare paperwork, room set up

P10 Inform appropriate persons and departments

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funded by the EU 23

1 Checking in the guest should include:

• Welcome all guests who approach the

reception desk and if carrying baggage ask if

they wish to have porterage service

• Confirm the guest name and retrieve it if they

have, confirming the room type, reservation

number and duration of stay

• Request the guest to complete and sign the

registration form and as required by

regulations, request their passport or

identification card

• Check to see if there are any messages awaiting

the guest

• Allocate a suitable room according to the

reservation requirements and in doing so open

a guest account

• Handle guests who have reservation but whose

room is not yet ready

• Establish if the guest is a member of a flyer

or loyalty program where applicable, or if not,

whether they wish to join

• Establish their method of final settlement and

secure this

• Give information about the hotel and their stay,

facilities and conditions

• Check their registration form, issue their key

and summon a porter when applicable

• Offer to assist with relocation if there is no

room availability

2 Securing payment would include:

• Establishing how the guest will settle

• Types of settlement

• Criteria governing payment guarantees

3 Processing credit cards would include:

• Checking a card’s validity

• Credit, charge and debit cards

• Mechanical card transaction

• Computerised card transaction

4 Handling VIPs would include:

• Observe and analyse the VIP report so that preparations can be made

• Block off rooms for VIPs as soon required to ensure their availability and preparation

• Inform all departments that will be implicated in good time

• Prepare paperwork and check-in details in advance

• Inform the General or Duty manager depending

on the grade of VIP

• Greet the VIP by name and ask to sign the registration form

• Issue the key

1 Two occasions of accurately checking in a guest

with a booking and a group booking

2 Two occasions of accurately checking in a

‘walk-in’ guest without a reservation

3 Two occasions of handling different payment

methods

4 One occasion of checking in a VIP guest

environment

• Application of policies and procedures in

relation to dealing with guests and processing

guest stays

• Demonstration of appropriate inter-personal,

communication, negotiation, dispute resolution

and conflict management skills

• Internal accommodation reception records and

documentation are updated accordingly

Assessment must ensure actual or simulated workplace application of check in reception duties

The following methods may be used to assess this unit:

• Role plays

• Case studies

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Guest Service Agent, Receptionist, Front Desk Clerk,

Front Office Supervisor DH1.HFO.CL2.03

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K1 Explain the benefits and alternatives for airline

travel and associated travel means such as

trains, buses and taxis

K2 Explain the procedure for travel reservations,

confirmations and how to enquire about

regarding flight status

K3 Describe the procedures for issuing, allowing

access to and closing a safety deposit box

K4 Describe the steps in exchanging currency for

a guest

K5 Describe the circumstances in which a paid-out may be made and the conditions to be fulfilled when doing so

K6 Explain the hotel’s policy in relation to security, privacy and confidentiality issues

K7 List the policies and procedures in regard to guest service standards

K8 Explain the hotel’s procedures for cash handling, currency exchange and advanced deposits

E1 Handle questions and requests

P1 Answer guest questions and enquiries

promptly and courteously and take personal

responsibility for finding the answers

P2 Assist guests in making bookings for

restaurants, conferences or banquets, etc

P3 Compile a dossier of information commonly

requested or likely to be asked for

P4 Prepare local contact numbers and contact

details for guest use

P5 Use common search engines and bookmark

selections of relevant web pages for future

reference

E2 Process safety deposit boxes

P6 Issue a deposit box form to the guest for

completion

P7 Allocate a suitable safety box and allow the

guest to insert valuable items for safekeeping

P8 Lock the box and hand key to guest

P9 Store the deposit form in the designated area

P10 Allow the guest access to the box using their

key and with their signature on the form

E3 Exchange foreign currency

P11 List the currencies accepted for exchange and post the exchange rates prominently

P12 Verify the guest is a resident of the hotel before exchanging currency

P13 Calculate the value of the exchangeP14 Issue an exchange receipt and obtain guest’s signature

P15 Issue one copy to the guestP16 Issue the relevant amount of currency

E4 Handle guest disbursements

P17 Respond to requests for cash advances by guests to be charged to their credit folioP18 Establish credit-worthiness with a guaranteed and authorised credit card, cash balance in credit or secure VIP status

P19 Prepare and issue cash receipt docket signed

by the guest and retained in the folio bin

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1 Questions and requests could include:

• Questions regarding tourism interests and

activities and identifying appropriate agencies

to fulfil requirements

• Enquiries regarding airline (or other) travel and

help with travel information or travel

arrangements

• Enquiries regarding local business related

topics

2 Conditions for currency exchange include:

• Rates of exchange established by the

management and posted in the Front Office

area

• Support from supervisor or accounting

department if handling extremely large

denomination or high values notes

• In Vietnam exchange may only be done from

foreign to local currency and not the other way

around

• Certain currencies may not be accepted and

these are determined by the management; no

coins are accepted

• Currency exchange is a limited service for

resident guests only and normally has to be

restricted

3 Handling safety deposit boxes can include:

• Deposit form should have all the conditions of box use, loss of key, liabilities etc against which the guest should sign off The signature should

be on the registration card

• The guest should be taken to the safe deposit area and allowed to stow their valuables with discretion

• Safe deposit boxes should have two keys that are used simultaneously – one for the guest and a master for the hotel Both have to be used together

• The completed deposit form should be signed and witnessed and filed in designated area as per hotel policy

• Other type: A sealed envelope by the guest to

be deposited at Front Desk

4 Cash disbursements may include:

• Paid-out as a reverse cash transaction in the cash account folio debiting the guest account

• A cash receipt docket signed by the guest and retained in the folio bin

• In certain establishment supervisory authorisation may be required for such transactions with limits applying

1 At least three different requests or issues

handled accurately and satisfactorily

2 At least two safety deposit boxes issued

according to procedures

3 At least three foreign currency transactions

handled accurately according to procedures

4 At least two guest disbursements made

environment

• Documentation of guest transactions as

evidence of performance

This unit may be assessed on or off the job:

• Assessment can include evidence and documentation from the workplace or through

a simulation activity, supported by a range of methods to assess underpinning knowledge

• Case studies

• Documentation from the workplace

• Problem solving

• Role plays

Guest Service Agent, Receptionist, Cashier DH1.HFO.CL2.03 1.8, 3.6, 4.2

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K1 Describe different methods of payment

K2 Describe the check-out procedure using a

number of settlement methods

K3 Explain the check-out procedures for an

individual and/or a group

K4 Describe how to check out guests with multiple

K8 Describe the steps to take in dealing with a late charge to a guest already checked out and a closed folio

K9 Describe the process of preparing and processing an express check-outK10 Describe the procedure for logging off and closing the cashier’s shift

E1 Check-out the guest

P1 Identify the check-out guest

P2 Prepare bill, print folio or display account of

guest on screen

P3 Arrange for housekeeping to check the room

for damage, loss or mini-bar use

P4 Present bill to guest, post settlement and close

folio, printing out receipt for guest

P5 Retrieve key, loaned equipment and offer

assistance with departure as appropriate

E2 Deal with late or disputed charges

P6 Identify the late or disputed charge clearly with

the guest

P7 Adjust the charge on the folio using a rebate or

void docket in accordance to the accounting and

billing procedure established by the accounting

department as necessary

P8 Present the corrected folio for the guest and

carry on with the check-out process

E3 Closing cashiering post

P9 Collect all transaction documents from your shift

P10 Balance transactions documents with departmental totals in the accounting system (whether manual or computerised)

P11 Fill out the cashiers report and balance cash, credit card, cheques or other settlements with supporting documents

P12 Secure cash in safe or hand to accounts department

P13 Recount float, prepare it and hand-over for next shift and sign out of the system if using PMS

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1 Individual checkout may include:

• Review departures list

• Prepare bill, print folio or display account of

guest screen and check to see if any charges

have not yet been posted

• Greet and verify guest name and room number

• Organise the F&B, housekeeping and/or

concierge for room checking

• Establish additional charges and posting

• Resend the draft bill to guest

• Check the method of payment with guest

• Post settlement and close folio, printing out

official receipt for guest to sign, provide guest a

copy

• Retrieve key, loaned equipment and offer

assistance with departure as appropriate

• Summon supervisory assistance when dealing

with suspected theft or damage

• Ensure that all folios, group and individual, are

closed and settled

2 Group checkout may include:

• Preparation of group folio

• Preparation of concierge services

• Preparation of mini-bar and room checks

• Preparation of individual folios

• Settlements and folio closures

3 Multiple folio checkouts may include:

• Check the guest out normally

• Identify second and subsequent folios

• Establish settlement method

• Settle as per registration agreement

4 Simple disputed charges may be processed

by:

• As necessary, adjust the charge on the folio

using a rebate or void docket in accordance to

the accounting and billing procedure

established by the accounting department

• Present the corrected folio for the guest and

carry on with the check-out process

• Identify the disputed charge clearly with the

guest

• Find the justification for the charge in the folio

bucket

• Note any guest objections and deal with these

as per handling a complaint

5 Mini bars and room checks may be processed by:

• Call the requisite employee of department to check the room

• Post any late charge according to the report

• Summon supervisory assistance when dealing with suspected theft or damage

6 Late charges may be processed by:

• Identify the late or disputed charge clearly with the guest

• Find the justification for the charge in the folio bucket

• Note any guest objections and deal with these

as per handling a complaint

• Adjust the charge on the folio using a rebate or void docket in accordance to the accounting and billing procedure established by the accounting department as necessary

• Present the corrected folio for the guest and carry on with the check-out process

• Check that the charge does apply to a folio already checked out

• Ascertain what the payment method was

• Decide on the settlement options according to the payment details

7 Closing cashiering point may include:

• Verify with supervisor that you can close the cashiering function

• Collect all transaction documents from your shift under your log-in code

• Balance transactions documents with departmental totals in the accounting system

• Fill out the cashiers report and balance cash, credit card, cheque or other settlements with supporting documents

• Drop cash in cashiers envelope with the report

in safe or hand to accounts department

• Recount float and prepare it and hand over for the next shift

• Log off system and sign out if using PMS

8 Express check-outs may relate to:

• Explaining how to use express check-out facilities

• Distributing express check-out forms, if appropriate

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funded by the EU 29

1 At least four checkouts (individual, group or

late checkout) handled accurately and

satisfactorily

2 At least two late or disputed checkouts handled

3 At least two examples of closing cashiering

handled accurately and according to

procedures

environment

• Documentation of guest checkouts as evidence

of performance

This unit may be assessed on or off the job:

• Assessment can include evidence and documentation from the workplace or through

a simulation activity, supported by a range of methods to assess underpinning knowledge

• Role plays

• Case studies

Guest Service Agent, Receptionist, Cashier, Front

Office Supervisor DH1.HFO.CL2.03

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FOS1.5 UNIT TITLE: PROVIDE BELL BOY AND PORTER SERVICES

UNIT DESCRIPTOR

This unit describes the competencies required to provide bell boy and porter services within a hotel or other property

K1 Describe the bell services available in a hotel

K2 Identify the personal characteristics required of

a bell boy/porter

K3 Describe grooming and personal presentation

standards for a bell boy/porter

K4 Explain what the doorman’s duties are and how they should be carried out

K5 Explain the methods in which luggage handling can lead to the satisfaction of the guest and for the safety of the handler

E1 Handle luggage

P1 Handle luggage carefully to avoid damage to

luggage and property

P2 Ensure correct lifting procedures to avoid

injury to self

P3 Use appropriate moving equipment for heavy

or multiple loads

P4 Ensure luggage is carefully labelled or identified

P5 Provide left luggage service including labelling

and recording luggage

E2 Escort guest to and from rooms

P6 Assist guests on arrival as required

P7 Escort guests to rooms

P8 Organise luggage pick-up from rooms and

destinations

P9 Arrange transfers for departing guests

E3 Provide door and porter services

P10 Anticipate all arrivals and departures and their requirements whether this is door opening, baggage handling, transport procurement or otherwise

P11 Open passenger door of taxi or other transport

on guest arrival and departureP12 Assist with bags and organise porter staff in advance of departure if required

P13 Provide link duties include forewarning and marshalling porter services, liaison with the reception services and anticipating transport requirements

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funded by the EU 31

1 Conditions of luggage handling should

include:

• Estimate weight before attempting a full lift by

gently pulling on the handle to assess its mass

• Lift luggage without straining, using a straight

back and keeping the weight in close to the

body

• If the weight is too much seek assistance

• Luggage may be carried by hand, using

integral wheels or using carriage equipment

This includes two wheeled hand trolleys and

four wheeled luggage chariots for multiple

loads

• Loads should be stacked to ensure that heavy

luggage does not crush fragile bags, cases or

parcels

• Suit bags should be hung up and not stacked

or crushed between cases

• Skill in manoeuvring trolleys must be

accomplished to avoid grazing walls and

surfaces or guests shins

• All equipment should be clean and in good

working order with no sticking or squeaking

wheels

• Before unloading luggage from a vehicle,

ensure by tag identification and/or asking the

guest that all the luggage has been retrieved

and that no extraneous luggage has been taken

• Use the luggage identification to ascertain the

guest’s name and use it in address

• When leaving the bags in the room use the

correct luggage rack or surface, leaving the

bags the right way up for opening

• At all times treat the bags with adequate

delicacy and respect

2 Escorting guests to and from rooms will include:

• Once a guest has entered the premises and is registering the porter should load the bags if necessary onto an appropriate trolley ready to move off

• During this period, if not already known, the porter should seek to learn the guest’s name – from the luggage tags or the conversation at the reception

• Lead the guest to the lift or requisite doors to the room allowing the guest to enter or pass first

• Select the floor on the lift

• Engage the guest in polite conversation if appropriate and ask for the key politely

• Upon arrival at the room open the door with the key, turn on lighting if appropriate and allow the guest to enter

• Deposit the luggage and hang up any suit bags

in the wardrobe

• Explain any outstanding matters: this should include any particularities of the hotel’s room such as hidden items, idiosyncratic controls, safety & security facilities or special services

• Leave the room promptly and positively bidding the guest a good stay

3 Storage of left luggage should include:

• Storage in a designated and secure area

• When receiving a bag to be stored, ensure that guests are or will be bona fide hotel guests by verifying with the reception if necessary

• Establish how long the luggage will be in store

• Label the luggage with a number and give the guest a counter foil with matching number

• Log the luggage in the luggage log book identifying the control number, guest name, date of deposit, estimated date of pick-up and description of the bag(s)

• Ensure that the bags are secure using a chain lock and/or securely locked room

• A luggage storage policy should be posted visibly for the guest to see warning against liability, illegal contents, perishable items and dangerous materials

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1 At least three occasions of handling luggage

correctly

2 At least three occasions of escorting guests to

and from rooms

3 At least three occasions of providing door and

porter services

Assessment must ensure access to an actual

workplace or simulated environment

Assessment must ensure actual or simulated workplace delivery of a nominated range of bell boy/porter services and support activities

The following methods may be used to assess competency for this unit:

• Role plays

Porter, Concierge, Doorman DH1.HFO.CL2.03

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K2 List cleaning agents, guest amenities and room

supplies, linen and towels

K3 Describe housekeeping trolley and cleaning equipment

K4 Explain methods of loading housekeeping trolley with linens, suppliers and equipment

E1 Prepare trolley for cleaning room service

P1 Collect attendants’ room assignment

P2 Pick up housekeeping trolley from the pantry

P3 Check the trolley prior to use

E2 Stock trolley with required materials

P4 Calculate and order the required materialsP5 Collect all required materials from the storeP6 Store all items in the trolley shelves or caddyP7 Check trolley is ready for use

1 Rooms types may include but not limited to:

2 Trolley equipment should include:

• All items for daily cleaning

• Supplies and utilities for guest room

• Spoiled linen and rubbish from guest room

• Note that in some accommodation premises,

hand or back basket is used instead of trolley

3 Cleaning equipment may include:

5 The common bed types may include:

• King sized bed (double)

• Queen sized bed (double)

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6 Room supplies may include:

• Do-not-Disturb sign/Make up room sign

• Room service menu

• Cups and glasses

7 Caddy content may include:

The following competencies must be assessed

as part of this unit:

1 Trolleys prepared correctly before beginning

room servicing on at least 4 occasions

2 Correctly calculating and ordering new

materials to restock trolley on at least 2

occasions

This unit may be assessed on or off the jobAssessment should include practical demonstration either in the workplace or through a simulation activity, supported by a range of methods to assess underpinning knowledge

• Case studies

• Portfolio evidence

• Problem solving

• Role plays

Room Attendant, Public Area Cleaner, Housekeeper DH1.HHK.CL3.01

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K1 Explain the steps in entering the room

K2 Explain the steps in making beds

K3 Describe the steps in cleaning bathroom

K4 Describe the steps in cleaning bedroom K5 List the items of room supplies and bathroom amenities

K6 Describe any health and safety issues in servicing guest rooms

E1 Enter a room

P1 Observe room entry procedures to ensure

guest privacy

P2 Service room with open/or close door at all

times

E2 Make beds

P3 Strip beds and mattresses, check pillows and

linen

P4 Make the beds with fresh linen unless guest

requests no change of linen

P5 Segregate items with stains for laundry

E3 Clean room and bathroom

P6 Clean surfaces, furniture, fixtures, mirrors,

glass & plastics

P7 Clean bath, shower, toilets, vanity area and

bathroom floor

P8 Clean/vacuum floor and other areas

E4 Review operational readiness of room

P9 Check operational readiness of all items and electronic equipment

P10 Replenish guest bathroom suppliesP11 Replenish room supplies and refill mini – bar items

P12 Handle lost and found items of departed guests

E5 Close door and leave

P13 Remove dirty linen and trolley from cleaned room

P14 Carry out final inspection process using checklist/status report

P15 Shut windows and lock door

E6 Provide additional housekeeping services

P16 Provide turn-down serviceP17 Carry out rotational cleaning dutiesP18 Lend equipment to guests as requested

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1 Identify rooms to be cleaned may include:

• Head Housekeeper’s briefing/beginning shift

briefing

• Allocation according to room status, or similar

sheets, or housekeeping report

• Verbal notification from head of housekeeping

or floor supervisor

2 Room entry procedures include:

• Observe the “Do not Disturb” or “Make up

Room” sign

• Knock on door, announce self and await

response

• Knock a second time if no response and open

door using master key

• Enter cautiously to ensure that the room is

unoccupied

3 Room supplies may include but not limited

to:

• Stationery

• Enterprise promotional material

• Local tourist information

• Magazines and newspapers

4 Report and remedy room defects may include:

• Replacing batteries and light globes

• Checking all items for damage and correct

operation

• Checking for missing furniture, items and

kitchenette inventory and reporting same for

follow-up/billing, as necessary

5 Suspicious items or situations may include:

• Blood-stained items

• Unattended packages in public areas/corridors

• Drugs and drug paraphernalia

• Weapons

• Person in a restricted area

• Use of excessive force against another person

6 Furniture and fittings may include but not limited to:

• Mops, buckets, brushes, pans

• Cleaning cloths and polishing cloths

• Protective equipment, such as gloves

• Consumables, including guest room supplies such as shampoo, conditioner, sewing kits, soap, pens, stationery, shower caps, tea, coffee, sugar, milk, biscuits

• Promotional materials, local tourist information, refills for in-room compendiums

9 Linen room supplies could include:

• Sheets of all sizes

• Pillowcases

• Bed skirts

• Towels, bath mats, face washers

• Blankets, duvets and duvet covers

• Linen bags

• Mattress and pillow protectors

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funded by the EU 37

1 Three documented occasions of cleaning and

preparing a guestroom (including bathroom) to

the required standards using the correct

procedure and materials

2 Two summary reports prepared on room

servicing

3 One incident report on any hazards or health

and safety issues encountered

This unit may be assessed on or off the job

Assessment should include practical demonstration either in the workplace or through a simulation activity, supported by a range of methods to assess underpinning knowledge

Assessment must relate to the individual’s work area

or area of responsibility

• Inspection of finished work

Room Attendant, Housekeeper D1.HHK.CL3.03

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