SELF-ASSESSMENT CHECK
Qualification HOUSEKEEPING NC II
Certificate of Competency
PROVIDE HOUSEKEEPING TO GUESTS
1:
1. Provide housekeeping Services to Guests
Certificate of Competencies
2. Provide/ Service housekeeping requests.
Covered
3. Provide advice to guest
4. Liaise with other departments
Instruction:
Read each of the questions in the left-hand column of the chart.
Place a check in the appropriate box opposite each question to indicate your answer.
Can I….? YES NO
Provide housekeeping services to Guests
Accept and record guest/staff housekeeping requests and service
delivery under enterprise policies and procedures
Confirm and note details of requests made under enterprise
procedures
Make an apology where a request has arisen from a delayed delivery
of service
Request not related to housekeeping and referred to the appropriate
department.
Provide/ Service housekeeping requests
Identify service/item obtained through liaison with other staff in
accordance with enterprise procedures
Locate and deliver required items to guest rooming
accordance with enterprise procedures
Set up equipment in guest room in accordance with the request of
the guest
Remove from guest room requested items in accordance with
enterprise procedures.
Provide advice to guest
Advise guest on services and items available through
housekeeping department
Advise guest on use of items delivered to guest room
Demonstrate to guest the proper use of delivered item the guest
room
Liaise with other staff and department to provide support services
Liaise with other departments
Report equipment malfunction is to appropriate personnel
in accordance with enterprise procedures
Advise Management on dangerous or suspicious circumstances in
accordance with enterprise procedures.
Update other departments are on the status of service requests
Certificate of Competency 2
: CLEAN AND PREPARE ROOMS FOR INCOMING GUESTS
1. Set up equipment and t trolleys
Certificate of Competencies
2. Access rooms for servicing
Covered
3. Make up beds
4. Clean and clear rooms
5. Clean and store trolleys and equipment
Instruction:
Read each of the questions in the left-hand column of the chart.
Place a check in the appropriate box opposite each question to indicate your answer.
Can I….? YES NO
Set up equipment and trolleys
Select correct cleaning, supplies and equipment required for
servicing rooms and prepared for use
Identify accurately supplies for trolleys and selects or orders in
sufficient numbers in accordance with establishment procedures
Safely load trolleys with adequate supplies in accordance with
establishment procedures
Access rooms for servicing
Identify correctly rooms requiring service based on formation
supplied to housekeeping staff
Access rooms in accordance with the establishment’s customer
service and security procedures
Make up beds
Strip beds and mattresses,pillows and linen are check for stains
and damage rooms are check whether guests left and valuables
Segregate immediately Items with stains and forward to the
Laundry Department for proper processing
Clean and clear rooms
Clean the rooms in correct order and with minimum
disruption to guests
Clean and check the furniture, fixtures and fittings in accordance
with enterprise procedures and hygiene/safety guidelines
Check, replenish or replace room supplies in accordance with
enterprise standards and procedures
Promptly identify pests and conduct appropriate action in
accordance with safety and enterprise procedures
Check the rooms for any defects and r e p o r t accurately in
accordance with enterprise procedures
Record damaged items in accordance with enterprise procedures
Report any unusual or suspicious person, item or occurrence in
accordance with enterprise procedures
Collect and report guest’s belongings left in vacated rooms in
accordance with lost and found enterprise procedures
Clean and store trolleys and equipment
Clean trolleys and equipment after using in accordance
with safety and enterprise procedures
Store all items correctly in accordance with enterprise
procedures
Check and replenish or re-order supplies and items in
accordance with enterprise procedures
Provide requested additional housekeeping services in accordance
with enterprise procedures
Carry out turnover procedure for next shift in accordance with
enterprise procedures
Certificate of Competency 3
: PROVIDE VALET/BUTLER SERVICE
1.Provide valet services to guests
Certificate of Competencies
2.Display professional standards
Covered
3.Care for guest property
Instruction:
Read each of the questions in the left-hand column of the chart.
Place a check in the appropriate box opposite each question to indicate your answer.
Can I….? YES NO
Provide valet services to guests
Define role of valet in accordance with establishment standards
Prepare and delivers valet services
Record valet services
Display professional standards
Enhance rapport establish and feelings of goodwill between
the guest and the establishment through principles of good
communication
Access and utilize knowledge of individual guests record to provide
personalized and quality valet service
Follow valet grooming and communication in accordance with
establishment standards
Care for guest property
Set the guest's luggage in a room in accordance with guest
instructions
Prepare and present guest clothes appropriately ready for guest use
Clean shoes correctly as per guest instruction
Make or organize repairs as per guest instructions, in
accordance with enterprise policy
Maintain confidentiality of guest’s property and activities in accordance
with legal and ethical requirements
Certificate of Competency
4: LAUNDRY LINEN AND GUEST CLOTHES
1. Collect laundry for laundering functions
Certificate of Competencies
2. Perform laundering functions
Covered
3. Process laundered item
4. Return laundered item
Instruction:
Read each of the questions in the left-hand column of the chart.
Place a check in the appropriate box opposite each question to indicate your answer.
Can I….? YES NO
Collect laundry for laundering functions
Identify the role of an on-premise laundry according to enterprise
policy
Pick up guest clothes in accordance with enterprise policy
Pick up in-house items in accordance with enterprise policy
Perform laundering functions
Sort and count items correctly according to cleaning \process
required and urgency of the item
Check for stains and treat items for laundering using the correct
process
Select laundry methods in accordance with textile labeling codes and
based on fiber and fabric, dye fastness, degree of soilage and washing
instructions
Operate laundry equipment in accordance with
manufacturer’s instructions
Record any damage arising from the laundering process and
appropriate person(s) is/are notified in accordance with
establishment procedures
Use cleaning agents and chemicals in accordance with manufacturer’s
instructions and specific laundry equipment
Check items after the laundering process to ensure quality cleaning
Complete correct pressing and finishing processes in
accordance with textile characteristics and client requirements
Process laundered item
Perform post cleaning laundry activity in accordance with
enterprise policy
Check the results of cleaning and make appropriate additional
action
Process internal record and billing instructions in accordance with
enterprise procedures
Produce necessary internal laundry reports
Return laundered item
Deliver guest clothes in accordance with enterprise policy
Deliver in-house items in accordance with enterprise policy
Certificate of Competency 5
CLEAN PUBLIC AREAS, FACILITIES AND EQUIPMENT
:
1. Select and set up equipment and materials
Certificate of Competencies
2. Apply cleaning technique
Covered
3. Clean dry and wet areas
4. Maintain and store cleaning equipment and chemicals
Instruction:
Read each of the questions in the left-hand column of the chart.
Place a check in the appropriate box opposite each question to indicate your answer.
Can I….? YES NO
Select and set up equipment and materials
Select equipment according to type of cleaning to be done
Check all equipment if clean and in safe working condition prior to
use
Select and prepare suitable dry and wet cleaning agents and
chemicals in accordance with manufacturer’s and relevant
occupational health and safety requirements
Select and use protective clothing where necessary
Apply cleaning technique
Assess use furniture, fixtures, ceilings and walling materials
Select appropriate cleaning equipment and chemicals following the
type of material used
Apply cleaning technique on furniture and walling materials
in accordance with type of material used
Apply appropriate procedures in accordance with the technique
Clean and store equipment and chemicals properly in
accordance with manufacturer’s specifications an requirements
Clean dry and wet areas
Prepare wet and dry areas for cleaning and hazards are identified
and assessed
Barricade or warning signs place in the work area as appropriate,
to reduce risk to colleagues and customers
Select and apply cleaning agents or chemicals on specific areas in
accordance with manufacturer’s recommendations,safety procedures
and establishment policies and procedures
Use safe equipment in accordance with manufacturer's
recommendations
Dispose off garbage and use chemicals in accordance with
hygiene, safety and environmental legislation requirements
Maintain and store cleaning equipment and chemicals
Clean equipment after use in accordance with enterprise
requirements and manufacturer’s instructions
Carry out routine preventive maintenance or arrange in accordance
with enterprise procedures
Identify and report defects in accordance with
establishment procedures
Store equipment in the designated area and in a condition ready for
re-use.
Store and control chemicals in accordance with health and safety
requirements
Certificate of Competency 6
DEAL WITH/HANDLE INTOXICATED GUESTS
:
1. Determine the level of intoxication
Certificate of Competencies
2. Apply appropriate procedures
Covered
3. Comply with legislation
Instruction:
Read each of the questions in the left-hand column of the chart.
Place a check in the appropriate box opposite each question to indicate your answer.
Can I….? YES NO
Determine the level of intoxication
Assess level of intoxication of guest in accordance with industry
procedure.
Offer assistance politely to intoxicated guest in line with
enterprise procedure.
Refer urgently difficult situation to immediate boss as per enterprise
regulations.
Handle carefully the intoxicated guest lying on the floor by not
touching. instead watches him in line with enterprise practice
Sought immediate assistance from hotel security personnel for the
situations that poses a threat to safety and security according to
enterprise procedure*
Apply appropriate procedures
Analyze and apply procedures carefully and explains politely to
the guest the situation using appropriate communication skills
and in accordance with organizational policy.*
Deal with intoxicated persons and underage drinkers with caution
and care in compliance with legal regulations and in line with
industry practice.
Comply with legislation
Deal with intoxicated persons in line with industry practice
Deal with underage drinkers with caution and care in compliance
with legal regulations
Comply with legislative requirements as per alcoholic regulations
