SELF-ASSESSMENT CHECK
Qualification HOUSEKEEPING NC II
Certificate of
PROVIDE HOUSEKEEPING TO GUESTS
Competency 1:
1. Provide housekeeping Services to Guests
Certificate of
2. Provide/ Service housekeeping requests.
Competencies
3. Provide advice to guest
Covered
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
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
2. Access rooms for servicing
Competencies
3. Make up beds
Covered
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
2.Display professional standards
Competencies 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
2. Perform laundering functions
Competencies
3. Process laundered item
Covered
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
Certificate of
CLEAN PUBLIC AREAS, FACILITIES AND
Competency 5 : EQUIPMENT
1. Select and set up equipment and materials
Certificate of
2. Apply cleaning technique
Competencies
3. Clean dry and wet areas
Covered
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
Certificate of
DEAL WITH/HANDLE INTOXICATED GUESTS
Competency 6 :
1. Determine the level of intoxication
Certificate of
2. Apply appropriate procedures
Competencies
3. Comply with legislation
Covered
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
