Cambodian Skills Delivery Model

SEAL National Course Catalogue · MLVT / National Training Board

Sector Frameworks

1,164

Qualifications

15,161

Competency Units

10,938

Elements

41,782

Learning Outcomes

2,822

Assessment Packages

Provide housekeeping services to guests

KHU-TOU-0020

Australian Equivalent

SITHACS010

Elements

Learning Outcomes

This unit describes the performance outcomes, skills and knowledge required to provide a range of general housekeeping services to guests. The unit applies to housekeeping attendants, porters and concierge staff in commercial accommodation establishments. They work under supervision and usually as part of a team. The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Elements & Learning Outcomes

E1Respond to housekeeping requests.

0020.E1.O1Handle guest requests in a manner consistent with organisational customer service standards and security procedures.

0020.E1.O2Confirm and note details of requests made.

0020.E1.O3Apologise to guest where a request has arisen from breakdown in room servicing.

0020.E1.O4Confirm timelines for meeting requests with guests.

0020.E1.O5Locate, deliver and pick up items within agreed timeframes.

0020.E1.O6Report ongoing actions required to meet guest requests to appropriate personnel for further action.

0020.E1.O7Proactively offer information to meet guest requirements.

E2Advise guests on room and housekeeping equipment.

0020.E2.O1Set up equipment for guests when requested.

0020.E2.O2Advise guests courteously on correct use of equipment.

0020.E2.O3Report equipment malfunctions promptly and where possible, make alternative arrangements to meet guest needs.

0020.E2.O4Agree on suitable time to collect equipment or provide options for alternative collection processes.