SPECIFIC INSTRUCTIONS FOR DEMONSTRATION with ORAL

QUESTIONING:

Qualification HOUSEKEEPING
Unit of competency Provide housekeeping services to guest
Date of Assessment
Time of Assessment
1. Accept and record guest/staff housekeeping requests and service delivery in
accordance to enterprise policies and procedure*
2. Confirm and take down notes the details of requests made in accordance with
enterprise procedures
3. Make an apology when a request has arisen from a delayed delivery of service

4. Refer request not related to housekeeping to appropriate department.

5. Obtain identified service/item through liaison with other staff in accordance with
enterprise procedures
6. Locate and deliver required items to a guest room in accordance with enterprise procedures*

7. Set up equipment in guest room in accordance with the request of the guest

8. Remove requested items from guest rooms in accordance with enterprise procedures.

9. Advise guest on services and items available through housekeeping department*

10. Advise guest on use of items delivered to guest room

11. Demonstrate the proper use of delivered item to the guest room

12. Liaise with other staff and department to provide support services

13. Report equipment malfunction to appropriate personnel in accordance with enterprise

procedures *
14. Advise management on dangerous or suspicious circumstances in accordance with
enterprise procedures*
15. Update other departments on the status of service requests

Institutional Rating Sheets for Observation

Candidate name
Assessor name
Qualification
Unit of competency
Instructions for the demonstration:
Observe the demonstration of the candidate on the following within two (2) hours
1. The candidate shall provide housekeeping services to guest in accordance to
enterprise policies and procedure.
2. Describe the assessment activity and the date on which it was undertaken.
3. Place a tick in the box to show that the candidate completed each aspect of the
activity to the standard expected in the workplace as a local tour guide.
4. Ask the candidate all the questions on the attached list to confirm his/her
underpinning knowledge.
5. Place a tick in the box to show that the candidate answered the questions correctly.
6. Give feedback regarding the performance after all evidences has been gathered.
7. Complete the feedback sections of the form.
Materials and Equipment:
 Telephone
 HK Form for borrowed items
 F.O Form

 to show if
evidence is
During the demonstration of skills, the candidate….
observed
Yes No N/A
 Accepted and recorded guest/staff housekeeping requests and
service delivery in accordance to enterprise policies and procedure*
 Confirmed and taken down notes the details of requests made in
accordance with enterprise procedures*
 Made an apology when a request has arisen from a delayed
delivery of service*
 Referred request not related to housekeeping to appropriate
department.
 Obtained identified service/item through liaison with other staff in
accordance with enterprise procedures
 Located and delivered required items to a guest room in accordance with
enterprise procedures*
 Set up equipment in guest room in accordance with the request of the
guest*
 Removed requested items from guest rooms in accordance with
enterprise procedures.
 Advised guest on services and items available through
housekeeping department*
 Advised guest on use of items delivered to guest room*
 Demonstrated the proper use of delivered item to the guest room *
 Reported equipment malfunction to appropriate personnel in
accordance with enterprise procedures *
 Advised management on dangerous or suspicious
circumstances in accordance with enterprise procedures*
 Updated other departments on the status of service requests
The candidate’s overall performance was:

Satisfactory Not Satisfactory

QUESTIONS

Satisfactory
response
Questions to probe the candidate’s underpinning knowledge
Yes No
Reflection / Extension Questions
1. How would you answer a guest/staff on the phone requesting for an item?
2. What are the information that a housekeeping staff must obtain from a guest
when receiving and recording guest request?
3. How would you advise guest about the delivery of times?
4. What are the important things the guest should know after the issuance of
the requested item?
Contingency Questions
5. What would you do if the customer cannot understand the language you
use?
6. What would you do if a guest ask you about a lost item inside their room?
Regulation Questions
7. What law covers the protection of information taken from guests during
reservation?
8. Why is privacy and confidentiality of the guest is important during their stay?
Safety Questions
9. What steps would you follow in case of fire in the property?
10. Why is there a need to check all exits at all times?
Infrequent Events Questions
12. What will you do if you accidentally opened the guest room without
knocking?
13. What steps are you going to take if a guest is trapped in an elevator during a
power outage?
The candidate’s underpinning knowledge was:
Satisfactory  Not Satisfactory 
Feedback to candidate:

The candidate’s overall performance was:

Satisfactory  Not Satisfactory 
Candidate signature: Date:
Assessor signature: Date: