HOUSEKEEPING NC II

COURSE STRUCTURE

BASIC COMPETENCIES
Unit of Competency Module Title Learning Outcomes
1 Participate in 1.1 Participating in 1.1.1 Obtain and convey workplace
workplace 1 workplace information
communication communication 1.1.2 Speak English at a basic operational
level.
1.1.3 Participate in workplace meetings and
discussions.
1.1.4 Complete relevant work related
documents
2 Work in a team 2.1 Working in a 2.1.1 Describe team role and scope
environment team 2.1.2 Identify own role and responsibility
environment within a team
2.1.3 Work as a team member.
2.1.4 Work effectively with colleagues.
2.1.5 Work in socially diverse environment
3 Practice career 3.1 Practicing 3.1.1 Integrate personal objectives with
professionalism career organizational goals.
professionalism 3.1.2 Set and meet work priorities.
3.1.3 Maintain professional growth and
development
4 Practice 4.1 Practicing 4.1.1 Identify hazards and risks
occupational health occupational 4.1.2 Evaluate hazards and risks
and safety health and 4.1.3 Control hazards and risks
procedures safety 4.1.4 Maintain OHS awareness
procedures 4.1.5 Perform basic first-aid procedures

COMMON COMPETENCIES
Unit of Competency Module Title Learning Outcomes
1 Develop and 1.1 Developing and 1.1.1 Seek information on the industry
update industry updating 1.1.2 Update industry knowledge
knowledge industry 1.1.3 Develop and update local knowledge
knowledge 1.1.4 Promote products and services to
customers
2 Observe 2.1 Observing 2.1.1 Follow hygiene procedures
workplace hygiene workplace 2.1.2 Identify and prevent hygiene risks
procedures hygiene
procedures
3 Perform computer 3.1 Performing 3.1.1 Plan and prepare for task to be
operations computer undertaken
operations 3.1.2 Input data into computer
3.1.3 Access information using computer
3.1.4 Produce/output data using computer
system
3.1.5 Maintain computer equipment and
systems
4 Perform workplace 4.1 Performing 4.1.1 Follow workplace procedures for
and safety workplace and health, safety and security practices
practices safety practices 4.1.2 Perform child protection duties relevant
to the tourism industry
4.1.3 Observe and monitor people
4.1.4 Deal with emergency situations
4.1.5 Maintain safe personal presentation
standards
4.1.6 Maintain a safe and secure workplace
5 Provide effective 5.1 Providing 5.1.1 Greet customer
customer service effective 5.1.2 Identify needs of customers
customer 5.1.3 Deliver service to customer
service 5.1.4 Handle queries through use of
common business tools and
technology
5.1.5 Handle complaints/ conflict situations,
evaluation and recommendations

CORE COMPETENCIES
Unit of Competency Module Title Learning Outcomes
1 Provide 1.1 Providing 1.1.1 Receive housekeeping requests
housekeeping housekeeping 1.1.2 Provide/ Service housekeeping
services to guests services to requests
guests 1.1.3 Provide advice to guest
1.1.4 Liaise with other departments
2 Clean and prepare 2.1 Cleaning and 2.1.1 Set-up equipment and trolleys
rooms for incoming preparing rooms 2.1.2 Access rooms for servicing
guests for incoming 2.1.3 Make-up beds
guests 2.1.4 Clean and clear rooms
2.1.5 Clean and store trolleys and
equipment
3 Provide 3.1 Providing 3.1.1 Provide valet services to guests
valet/butler service valet/butler 3.1.2 Display professional standards
service 3.1.3 Care for guest property
4 Laundry linen and 4.1 Laundering 4.1.1 Collect laundry for laundering functions
guest clothes linen and guest 4.1.2 Perform laundering functions
clothes 4.1.3 Process laundered item
4.1.4 Return laundered item
5 Clean public 5.1 Cleaning public 5.1.1 Select and set-up equipment and
areas, facilities areas, facilities materials
and equipment and equipment 5.1.2 Apply cleaning technique
5.1.3 Clean dry and wet areas
5.1.4 Maintain and store cleaning equipment
and chemicals
6 Deal with/Handle 6.1 Dealing 6.1.1 Determine the level of intoxication
intoxicated guests with/Handle 6.1.2 Apply appropriate procedures
intoxicated 6.1.3 Comply with legislation
guests