Slide 2:
Unit Descriptor: This unit of competency deals with the skills and knowledge required to provide a range of general housekeeping services to guests. ELEMENT PERFORMANCE CRITERIA 1. Handle housekeeping requests 1.1 Requests are handled in a polite and friendly manner in accordance with the establishment customer service standards and security procedures 1.2 Guest is acknowledge by use of name wherever possible 1.3 Details of requests made are confirmed and noted in accordance with enterprise procedures 1.4 Appropriate apologies are made where a request has arisen from breakdown in room service
Slide 3:
ELEMENT PERFORMANCE CRITERIA 1.5 Timelines for meeting requests are agreed upon with guests 1.6 Requested items are promptly located and delivered within agreed timeframes 1.7 Items for pick-up are collected within agreed timeframes 2. Advise guests on room and housekeeping equipment 2.1 Guests are courteously advised on correct usage of equipment 2.2 Malfunctions are promptly reported in accordance with enterprise procedures, and where possible, alternative arrangements are made to meet guest needs. 2.3 A collection time for requested equipment is agreed upon where appropriate
Importance of Housekeeping Department:
Importance of Housekeeping Department If sheets are soiled, blankets are rough and scratchy, pillows thin and non-supportive and shower curtains are moldy and stained, the entire image of the hotel is tarnished and the guest most likely will not return.