Certificate of Housekeeping – Hospitality

Unit 1 – Interact with customers

• Greet and service customers
• Customer service
• Customer requirements
• Restaurant / dining
• Functions and events
• Telephone greetings
• Reservations
• Communication
• Personal presentation
• Teamwork
• Service delivery
• Service limitations
• Service issues
• Hospitality problems
• Customer feedback
• Maintenance reports
• Staff training

Unit 2 – Use hygienic practices for hospitality service

• Personal hygiene
• Cleanliness practices
• Personal cleanliness
• Cross-contamination
• Service hygiene standards
• Workplace hazards
• Organisational procedures
• Hand hygiene
• Hand washing facilities
• Hygiene hazards
• Food safety plans

Unit 3 – Provide housekeeping services to guests

• Guest requests
• Hotel information
• Responding to guest requests
• Guest complaints
• Ongoing required actions
• Setting up equipment
• Information and advice
• Room and housekeeping equipment
• Report equipment malfunctions
• Organise collection and/or replacement

Unit 4 – Prepare rooms for guests

• Room servicing
• Room status report
• Hygiene procedures
• Equipment preparation
• Trolley supplies
• Manual handling
• Room safety and security
• Replace damaged or stained linen
• Bed making procedures
• Cleaning rooms
• Cleaning agents
• Personal protective equipment
• Eco-friendly cleaning
• Identify pests
• Resetting rooms
• Replenishing supplies
• Rooms checks
• Maintenance requests
• Room set-up and cleanliness
• Waste disposal

Unit 5 – Clean premises and equipment

• Cleaning equipment and materials
• Cleaning agents
• General cleaning
• Clean wet and dry areas
• Scheduled cleaning
• Cleaning agents / chemicals
• Safety equipment
• Mops, buckets and dusters
• Environmental impacts
• Eco-friendly cleaning
• Waste disposal
• Chemical disposal
• Cleaning equipment
• Hygiene procedures
• Equipment maintenance
• Reporting faults