Learner name:

Learner number:

A/600/1094

VRQ

UV11043

Housekeeping and guest services

VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy and Sport and Active Leisure sectors, with over 45 years of experience.

VTCT is an awarding body regulated by national organisations including Ofqual, SQA, DCELLS and CCEA.

VTCT is a registered charity investing in education and skills but also giving to good causes in the area of facial disfigurement.

By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements have been achieved under specified conditions and that the evidence gathered is authentic.

This statement of unit achievement table must be completed prior to claiming certification.

Unit code Date achieved Learner signature Assessor initials

IV signature (if sampled)

Assessor name Assessor signature Assessors initials

Assessor number (optional)

Assessor tracking table

Statement of unit achievement

All assessors using this Record of Assessment book must complete this table. This is required for verification purposes.

UV11043Housekeeping and guest services

The aim of this unit is to develop your knowledge, understanding and skills in housekeeping and guest services, and how to maintain service accommodation facilities.

You will learn how guest services meet customer needs, the role of guest services in maintaining security, and the importance of communicating with other departments.

UV11043_v5

Observation(s)

GLH

Credit value

Level

External paper(s)

2

30

3

1

0

On completion of this unit you will:

Learning outcomes

Evidence requirements

UV11043

1. Be able to maintain and service accommodation facilities

2. Know the purpose of guest services

3. Know the structure of guest services

4. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used.

5. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes in this unit. All outcomes must be achieved.

6. External paper There is no external paper requirement for this unit.

1. Environment Evidence for this unit may be gathered within the workplace or realistic working environment (RWE).

2. Simulation Simulation may be used in this unit, where no naturally occurring evidence is available.

3. Observation outcomes Competent performance of Observation outcomes must be demonstrated on at least two occasions. Assessor observations, witness testimonies and products of work are likely to be the most appropriate sources of performance evidence. Professional discussion may be used as supplementary evidence for those criteria that do not naturally occur. Assessed observations should not be carried out on the same day for the same learning outcome. There should be sufficient time between assessments for reflection and personal development. You need to meet the same standard on a regular and consistent basis. Separating the assessments by a period of at least two weeks is recommended as competence must be demonstrated on a consistent and regular basis.

3

Housekeeping and guest services

Achieving observation outcomes Achieving range

Achieving observations and range

UV11043

Your assessor will observe your performance of practical tasks. The minimum number of competent observations required is indicated in the Evidence requirements section of this unit.

Criteria may not always naturally occur during a practical observation. In such instances you will be asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through professional discussion and/or oral questioning. This evidence will be recorded by your assessor in written form or by other appropriate means.

Your assessor will sign off a learning outcome when all criteria have been competently achieved.

There is no range section that applies to this unit.

4

Learning outcome 1

Observations

You can:

UV11043

Observation 1 2 Optional OptionalCriteria questioned orally

Date achieved

Portfolio reference

Learner signature

Assessor initials

*May be assessed by supplementary evidence.

Be able to maintain and service accommodation facilities

5

a. Correctly select, use and store routine cleaning materials and equipment

b. Select suitable personal protective equipment (PPE)*

c. Maintain and service public areas, toilets and washrooms/bathrooms and bedrooms in accordance with organisation’s specifications

Achieving knowledge outcomes

Developing knowledge

You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*:

• Projects• Observed work• Witness statements• Audio-visual media • Evidence of prior learning or attainment• Written questions• Oral questions• Assignments• Case studies• Professional discussion

Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning.

When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved.

Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic.

*This is not an exhaustive list.

UV110436

Knowledge

UV11043 7

Learning outcome 2

Know the purpose of guest services

You can: Portfolio reference

a. State how guest services meet customer needs

b. State the role of guest services in maintaining security

c. State the importance of communication with other departments

UV110438

Learning outcome 3

Know the structure of guest services

You can: Portfolio reference

a. Identify job roles within guest services

b. Describe the responsibilities of different job roles in guest services

Outcome 1: Be able to maintain and service accommodation facilities

Unit content

This section provides guidance on the recommended knowledge and skills required to enable you to achieve each of the learning outcomes in this unit. Your tutor/assessor will ensure you have the opportunity to cover all of the unit content.

UV11043 9

Cleaning materials and equipment: Materials (polish, all-purpose cleaner, toilet cleaner, glass cleaner, sanitiser), equipment (vacuum cleaner, mop, duster, colour-coded cloths, dustpan, abrasive/non-abrasive pad), resources (guest supplies, linen, towels).

Select cleaning materials and equipment: Choose appropriate cleaning agent for job (type of material and service to be cleaned, type of equipment to be used), check that equipment is in good working order and ready for use.

Use cleaning materials and equipment: Use according to manufacturer’s instructions, comply with relevant legislation (health, safety and hygiene), dispose of unused chemicals correctly, use of colour-coded or specified cloths to avoid cross-contamination.

Store cleaning materials and equipment: Store securely, return to the correct place, in correct working order.

Personal protective equipment (PPE): Aprons, gloves, uniform, according to manufacturer’s instructions.

Maintain and service public areas, bedrooms and bathrooms: Using correct materials and equipment, use the correct method to complete the task (following organisation’s guidelines and procedures), completing the task to correct standard (vacuuming, polishing, dusting, tidying, disposing of rubbish, stripping and making beds), using checklists, making sure customers are not disturbed or

inconvenienced, maintain health and safety (use of PPE, personal hygiene, wearing correct uniform, correct use of signage, manual handling), restocking consumables (newspapers and magazines, toiletries, hospitality tray, guest literature, newspapers and magazines), sorting bed linen and towels (collecting clean linen/ towels, separating dirty linen/towels, avoiding cross-contamination, avoiding unnecessary laundry).

Outcome 2: Know the purpose of guest services

UV1104310

Guest services: Cleaning (public areas, bedrooms, bathrooms/washrooms), restocking consumables (toiletries, towels, hospitality tray, minibar, hotel literature, newspapers and magazines), stripping and making beds, checking that nothing is broken or damaged, reporting things that are broken or damaged to housekeeping.

How guest services meet customer needs: Ensures clean, pleasant and comfortable surroundings for the customer, provides a safe and hygienic environment, provision of additional products and services (extra bed, additional pillows or blankets, extra tea, coffee, milk or sugar for the hospitality tray, iron), reporting of maintenance needs, contributes to the customers’ impression of the hotel.

Role of guest services in maintaining security: Showing respect for customers’ personal property, following security procedures (doors remain locked, dealing with lost property), reporting suspicious circumstances, awareness of lone working, control of keys, care of materials and equipment, confidentiality of papers and documents, importance of checking the authorisation of all people requesting access to rooms, knowing limits of own authority.

Communication with other departments: Front office to housekeeping (number of customers, arrivals, departures, room status, special requirements, customer comments and complaints), housekeeping to front office (room status, late and early departures, damage or faults in room, suspicious circumstances, customer comments and complaints), housekeeping to maintenance (damage or faults), maintenance to housekeeping (when

damage and faults are repaired).

Importance of communication with other departments: To meet customer needs, to assist scheduling and organisation of work, to ensure damage and faults are repaired as soon as possible, to ensure special requirements are actioned (extra bed, additional blankets or pillows, flowers in the room), to ensure rooms are cleaned in time for occupancy, to ensure suspicious or unexpected circumstances are reported (deliberate damage to room, customer leaving without paying, customer not vacating room as expected).

Outcome 3: Know the structure of guest services

UV11043 11

Job roles: Manager, housekeeper, floor supervisor, room attendant, linen porter, laundry attendant, cleaner.

Responsibilities of different job roles: Manager/housekeeper (recruitment, scheduling training and welfare of staff, planning and organising the work of the department, controlling standards of work, controlling budgets, preparation and keeping of records), floor supervisor (training and supervision of staff, maintenance of standards, checking rooms), room attendant/cleaner (servicing rooms and public areas as directed by line manager, reporting of faults), linen porter (delivering and clearing linen for room attendants, separating dirty linen/towels, avoiding cross-contamination, avoiding unnecessary laundry), laundry attendant (provision and control of laundry services), complying with legislation and company policy and procedure, maintain customer satisfaction and meet customer needs, liaising with other departments.

UV1104312

Notes Use this area for notes and diagrams