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Element 1: Identify The Role Of Room Attendants
1.1 Describe the services delivered by a room attendant
INTRODUCTION
Room attendants are located in
any tourism and hospitality
business that provides
accommodation to their guests.
In many hotels and resorts,
more people are employed as
room attendants than any other
front line position. The role of a
room attendant is important for
a number of reasons.
It may not be regarded as a
glamorous position like
working in a bar or on the
reception desk; however a
customer experience is
certainly impacted, in a
positive or negative way,
depending on how well a room
attendant performs their job.
• So what is the role of a room
attendant? It is obvious their role
is to clean guest rooms but there
is more to the job than this.
• Their role is to facilitate the
comfort and satisfaction of
guests by ensuring that their
„home away from home‟ is
clean, safe and presented in an
appealing manner.
• Whilst their primary
function is to clean
they must also be
friendly, informative,
and discreet, and
handle any requests
or problems relating
to the guest room.
AREAS OF RESPONSIBILITY
There are a number of areas of
responsibility room attendants
must manage as part of their role.

In summary they are responsible

for the:
• Cleanliness and overall
appearance of guest rooms .
• Security of guest rooms and
privacy of guests.
Guest Relations
Every employee of a hotel,
including room attendants, is
expected to warmly greet guests
and to be friendly and
professional.
In many cases they need to work
independently from other
colleagues and must handle any
problems that arise, without the
assistance or guidance of others.
GUEST SAFETY
The job description of a
room attendant includes
ensuring the safety and
well being of guests and
their property.
CLEANING
They are required to
ensure all aspects of a
guest room are clean and
tidy.
ADMINISTRATION & COMMUNICATION
Room attendants must
ensure they understand
what rooms they are to
clean and in which order.
Administration and
communication is vital to
ensure rooms are returned
„clean‟ ready for new
guests.
DAILY ACTIVITIES
•Prepare for work Collect
master keys
•Collect daily room allocation
sheets
•Stock housekeeping trolleys
• Stock and store supplies
• Determine the order of
cleaning of rooms
•Identify any special requests.
ENTER ROOM
• Knock on door in compliance
with policy
• Open door
• Place trolley in door path.
• Open curtains and windows for
ventilation
• Remove used guest amenities
and rubbish
• Clean showers, tubs, sinks and
bathroom items
CLEAN ROOM
• Change linen and make beds.
• Check for damaged linen
items.
• Inspect rooms for safety
hazards and for the operating
condition of equipment and
report defects to the
maintenance department.
• Report lost and found articles,
maintenance problems or
special room problems.
• Dust and clean room decorations,
appliances and structural surfaces
(wall fixtures, window sills, and vents)
• Dust, brush, polish vacuuming
furniture.
• Replenish guest amenities and supplies
• Check, record and replenish mini bar
Prepare rooms for guest arrival and
respond to special guest requests, such
as delivering newspapers or cleaning a
spill.
• Deliver and retrieve items
on loan to guests such as
iron and ironing board
• Perform rotation cleaning
duties (such as. steam
clean of carpets) as
required
• Vacuum and sweep carpets
and other floor surfaces.
• Mop floor surfaces as
needed.
• Record room status on
work assignment sheets
• Phone supervisor or
reception updating status
of room
• Close door
PROVIDE INFORMATION TO GUESTS
• Listen, and respond to guests‟
requests or complaints
• Explain room equipment and
facilities
• Explain and handle dry cleaning
and laundry requests
• Provide information to guests
about hotel services, facilities
and other amenities
• Provide information to guests
about local attractions,
services and location of
places for religious worship
• Other specific information
may include prayer and
fasting times, location of
prayer mats and orientation
for prayer.
MAINTAIN STORAGE AREAS AND TROLLEYS
•Return trolley to storage room
•Remove used and soiled linen from
housekeeping cart
•Dispatch soiled linen to the laundry
• Replenish linen and guest amenities
to normal stock levels on trolleys
Handle lost property
•Clean cleaning equipment including
mops and vacuum cleaners
•Remove rubbish
•Clean storage room floor
CLOSE SHIFT
• Return work
allocation sheets
• Return keys.
1.2 Locate the position of room attendants within the enterprise
INTRODUCTION: ROOM ATTENDANTS

Where does the position

of room attendant fit into
the overall hospitality or
tourism organization?
THEIR DEPARTMENT
Room attendants work in
the Housekeeping
department.
The Housekeeping
department is the spine of
the hotel, employing the
most people and is
responsible for:
•The cleanliness of the
hotel – including all
rooms and public areas.
• Public areas can include
foyers, car parks,
restaurants, hallways,
gymnasiums and gardens.
•Lost property – any items
that have been lost or found
by guests
•Laundry and dry cleaning –
ensuring the cleanliness of
guest items and all room
linen, towels and uniforms.
ROOMS DIVISION
In many hotels and resorts,
the Housekeeping
department is part of
Rooms Division.
This division is
responsible for all
activities relating to
accommodation including:
•Reservations – taking
individual and group
bookings.
•Switchboard – handling
incoming and outgoing
calls, transfers and
enquiries made by
telephones within the
hotel.
•Reception – responsible for
checking in and out of guests,
finalizing invoicing and
payments, handling guest
enquiries, and currency
exchange
•Concierge and bell service –
handling guest luggage,
enquiries and valet services.
 Their supervisor
A room attendant will usually
report to will be a senior
room attendant or a
housekeeping supervisor.
This person is responsible for
the allocation of rooms to
room attendants and to check
rooms upon completion of
cleaning by room attendants.
The head of
Housekeeping is called
the Executive
Housekeeper. This
person will report to
the Rooms Division
Manager.
1.3 Identify the personal characteristics required of a room attendant
INTRODUCTION
The role of a room attendant
requires an individual who is able
to complete a variety of tasks.
Whilst some of the personal
characteristics of a room attendant
are similar to those of anyone else
working in the tourism and
hospitality industry, there are also
job specific skill sets that are
required.
KNOWLEDGE
• Of working condition of all
items – including
televisions, air-conditioning
systems, and internet access
• Of the hotel and room
facilities – to be able to
answer guest enquiries and
to promote the hotel's
facilities and features
• Of use of cleaning
equipment and
chemicals
• Of correct
procedures for
cleaning a room
• Of safety and
security.
SKILLS
• To be able to
perform cleaning
duties in a thorough
and efficient manner

• To perform manual
handling safely and
efficiently
..
ATTRIBUTES
• Hard working
• Physically strong -
mobility and stamina are
required to clean for long
periods of time
• Ability to follow
instructions – most
activities follow strict
procedures
• Good time management –
room attendants may be
required to clean between
12 and 20 rooms per shift,
without supervision
• Attention to detail – ability
to ensure cleaning is
performed to an extremely
high standard
•Professional attitude
•Ability to work
independently
•Previous customer service
experience is an advantage
•Good communication
skills
•Good organizational skills
IMPORTANCE OF INTEGRITY, HONESTY AND DISCRETION
Whilst any role within the
hospitality industry requires
staff maintain a
professional level of
integrity, it is especially
important in the
housekeeping department,
especially by those whom
clean guest rooms.
It is important to remember
that the guest room is a
private area in which the
guest can relax and enjoy
the facilities. Essentially
the guest room is a „home
away from home‟ for the
guest.
One of the main
differences is that in
hotels, this private space
is frequented by hotel
staff, with the room
attendant spending
considerable time
performing cleaning
duties.
The guest must feel
that what takes place
or is left in the room,
will remain
confidential.
The guest must feel
that what takes
place or is left in the
room, will remain
confidential.
Naturally, if any action is in
breach of local laws or
regulations, the matter must be
reported to management for
further action.
This includes the use of illegal
drugs or activities that may
place the guest and other
patrons and staff under threat or
harm.
Whilst you may not morally
agree with any items or
actions being undertaken in
the room, as long as it is
conducted in a legal
manner, hotel staff must
still be respectful to the
privacy expected by guests.
Staff who enter occupied
rooms must ensure that the
integrity and confidentially
of guests are upheld at all
times.
In addition, staff must
ensure that their own actions
are conducted in an honest
and professional manner.
Therefore any hotel staff
members who perform any
activities in a guest room must
not:
• Read confidential or personal
information or examine items
belonging to guests
• Use or consume guest items
such as perfume or chocolates
•Share guest information
with others
•Share information
relating to guest activities
to others.
Discretion is very important.
• Hotel staff must
maintain the quality of
being discreet,
especially with
reference to the guest's
and their own actions,
speech, prudence or
decorum.
Discretion refers to the quality of being discreet, which generally means having the ability to make wise and careful decisions based on one's judgment, understanding, and sensitivity to
the circumstances. It involves the exercise of tact, prudence, and the ability to maintain confidentiality when necessary. Discretion refers to the quality of being discreet, which generally
means having the ability to make wise and careful decisions based on one's judgment, understanding, and sensitivity to the circumstances. It involves the exercise of tact, prudence, and
the ability to maintain confidentiality when necessary.
Discretion refers to the
quality of being discreet,
which generally means
having the ability to make
wise and careful
decisions based on one's
judgment, understanding,
and sensitivity to the
circumstances.
It involves the exercise
of tact, prudence, and
the ability to maintain
confidentiality when
necessary.
Overall, discretion
involves acting
thoughtfully, responsibly,
and considerately in
order to achieve the most
appropriate outcome
given the circumstances
at hand.
1.4 Describe grooming and personal presentation standards for a room attendant
 Introduction

A room attendant is an
employee of the
tourism or hospitality
organization, and
employees are „the face
of the business‟ in the
eyes of the guest.
Their appearance must be
in line with company
policy and professional
industry standards. Due to
the demanding nature of
the role, this can be more
difficult. That said, high
standards must still be
maintained.
Hygiene and grooming
are important to each
staff member and the
organization as a
whole. A major part of
success depends on a
constantly well-
groomed appearance.
As room attendants are
in the public eye they
must maintain a
conservative, tasteful
and professional
appearance that is
consistent with the
ambiance of the
organization.
In all aspects of grooming, room
attendants should reflect
expectations of the guest and the
property.
Most organizations will have
strict grooming standards to
ensure consistency, build
confidence and pride of staff and
to uphold a professional image.
Grooming & personal presentation standards
CLOTHING
All clothes should be:
• Clean at the start of each
day
• Replaced if soiled to a
unsuitable standard
• Worn in the correct
manner and
• Shoes to be suitable for
the role.
NAME BADGE
•A staff member
must wear their
name badge at all
times This is
normally worn on
chest on the left.
HAIR
• Short and neat cut
hair for men
• Tight or pulled back
hair for women
• Natural hair color
• Men to have well
trimmed facial hair or
to be clean shaven.
NAILS
• Short and well
trimmed

• No bright nail polish

• Cleaned on a regular
basis.
JEWELRY
•One dress ring or
wedding ring
•Suitable watches
•No other jewelry
such as bracelets,
earrings, nose rings
or necklaces.
MAKE UP

• No excessive
make up

• No visible tattoos.
ODOR
•No excessive perfumes
•Staff should use
deodorant on a regular
basis.
•This is important in a
labor intensive role like
cleaning rooms.
PERSONAL HYGIENE
•Bathe or shower
before work
•Teeth must be brushed
• Hands and face must
be washed and
cleaned.
PERSONAL BELONGINGS

•No personal bags in

work areas

•No mobile phones.

Whilst the physical
demands of being a room
attendant may be more
labor intensive than other
roles, personal grooming
and hygiene must still be
consistent with all
positions and departments
in an organization.
1.5 Interpret enterprise policies and procedures for the provision of housekeeping
services
INTRODUCTION
Each organization will have its
own policies and procedures.
To begin with, it is important
to define what policies and
procedures are:
• Policy – rule or code of
conduct
• Procedure – step by step
instruction.
Policies and procedures
are very important and
must be adhered to. They
help to ensure the health,
safety, security and
privacy of the
organization, its staff and
guests, including their
assets and belongings.
Examples of policies and procedures
Examples of housekeeping
policies:
•Zero tolerance of theft.
•Guest room doors must be open
whilst cleaning is in progress
•Protective clothes to be worn
when cleaning
•Guest information is
confidential.
Examples of housekeeping procedures
• Accessing a room
• Making a bed
• Cleaning a window
• Cleaning a
bathroom
• Mopping a floor
• Handling lost
property.
Housekeeping will normally
have more policies and
procedures than most
departments in a hospitality
business because of:
• The nature of the work
• The need for detailed
consistency in performance of
all tasks
• Safety and security priorities
Who creates policies and procedures
Policies and procedures may be
created by:
• Housekeeping department – for
specific use in that location
• Head office – for use
throughout the chain of
properties
• Manufacturers – to identify the
correct methods for use and
maintenance of products.
Types of policies and procedures
Policies and procedures in
housekeeping normally relate
to the correct handling, use,
cleaning, storage and use of
protective items relating to:
•Equipment – housekeeping
cleaning equipment
including vacuum cleaners,
waxing
•machines, trolleys
•Chemicals – including all cleaning
products and items used to clean
including cloths, rags, mops
•Furnishings – bedding, tables,
couches, kitchens, televisions,
carpets
•Fittings – lights, electrical
appliances, air conditioners
•Clothing – uniforms and protective
clothing.
Communicating policies and procedures
It is important all staff
understand the policies
and procedures that
relate to their job.
It is the responsibility
of both management
and staff to ensure these
are understood.
There are a number of ways management can communicate policies and procedures including:

• Job Descriptions
• Training sessions
• Standard Operating
Procedures
• Checklists and Task
Sheets
• Observation by
colleagues
• Supervision and
instruction by
management.
1.6 Identify and explain the role of communication in the provision of housekeeping
services
INTRODUCTION
As most staff will never enter a
guest room except for a room
attendant, it is important that
room attendants are the eyes
and ears for the hotel, either to
update the status of rooms or
co-ordinate any appropriate
services to be performed,
including maintenance, in a
timely manner.
Positions room attendants communicate with
So who do room attendants
communicate with on a
regular basis?
Whilst room attendants
communicate with all staff
members, there are certain
positions with which they
communicate with more
than others.
RECEPTIONISTS
Room attendants work closely
with reception for a number of
reasons including:
• To identify vacant rooms,
and find out when guests.
have checked out so they can
start cleaning vacant dirty
rooms.
• To report clean rooms - when
rooms are clean and ready
for new guests.
•To handle special
requirements - for incoming
guests including VIPs
•To handle guest requests -
relating to the room including
such things as additional
towels and pillows, buckets of
ice and for laundry to
collected
•To co-ordinate internet access
House Attendants
These people will
normally be responsible
for the distribution of
items to/from the
housekeeping office to
the store rooms on each
floor, for easier access by
room attendants.
These items include:
• Cleaning products -
sprays, agents and
cleaning clothes.
• Equipment – buckets and
mops.
• Linen – bed sheets, pillow
cases, blankets, bath
towels, floor mats, hand
towels and face cloths.
• Room supplies – including
shampoo, conditioners,
stationery, matches, soaps etc.
• Fresh produce – milk and
biscuits to accompany tea and
coffee facilities
• Removal of dirty items –
soiled bedding and rubbish
• Collection or return of
laundry or dry cleaning.
MAINTENANCE
• Room attendants will
often call maintenance to
fix or replace light bulbs
and any faulty furnishings
or equipment.
• In many cases these calls
will be made relating to
faulty televisions and air
conditioning.
MINI BAR
In some organizations, the
room attendant may be
responsible for
replenishing mini bar
items and charging them
to the guest rooms.
In others this is performed
by others as a separate
mini bar service.
ROOM SERVICE
When cleaning rooms, room
attendants will remove used
room service trays which must
be placed out of guest sight and
placed in the appropriate
storage area on each guest floor.
They will communicate with
room service for the trays to be
collected from the storage
areas.
SECURITY
With room attendants
spending the majority of
their shift working on
guest floors, it is their
responsibility to observe
activities that take place
around them.
They must constantly listen
and watch to ensure guest
activities are conducted in a
safe and secure manner.
If there are any issues which
they cannot resolve, security
must be contacted without
delay.
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