Contentspmkvyofficial.org/App_Documents/QPs/QP Housekeeping... · Gurgaon - 122002 E-mail: [email protected] Qualification Pack: Housekeeping Attendant (Manual Cleaning) SECTOR:

Contents

1. Introduction and Contacts..…1

2. Qualifications Pack……….……...2

3. OS Units……………………..…….….2

4. Glossary of Key Terms …………3

5. Annexure: Nomenclature for QP & OS.

technologyconsul t ing

What areOccupationalStandards(OS)?

OS describe whatindividuals need to do,know and understandin order to carry out aparticular job role orfunction

OS are performancestandards thatindividuals mustachieve whencarrying out functionsin the workplace,together withspecifications of theunderpinningknowledge andunderstanding

Contact Us:Tourism and HospitalitySkill Council405/6, 4th Floor DLF CityCourt,Near Sikanderpur MetroStation,Gurgaon - 122002

E-mail: [email protected]

Qualification Pack: Housekeeping Attendant(Manual Cleaning)

SECTOR: INFORMATION TECHNOLOGY- INFORMATION TECHNOLOGY ENABLED

SERVICES (IT-ITES)ces Helpdesk AttendantSECTOR: TOURISM AND HOSPITALITY

SUB-SECTOR:1. Hotels 4. Facility Management2. Travel and Tours 5. Cruise Liners3. Restaurants

OCCUPATION: Housekeeping

REFERENCE ID: THC/Q 0203

ALIGNED TO: NCO-2004 / 5121.15

Housekeeping Attendant: Identifies housekeeping requirements, adapts correctprocedures and gathers resources for different areas, completes assignedhousekeeping tasks and monitors & maintains cleanliness and tidiness at theworkplace.

Brief Job Description: The primary role entails keeping buildings in clean andorderly condition. It includes ‘systematic’ cleaning of a property includingbuilding floors, glass surfaces, offices, restrooms, auditorium, lifts, utility rooms,canteen & pantry, and common areas (inside and outside the building) bysweeping, mopping, scrubbing, or wiping and removing garbage.

Personal Attributes: Person should be physically fit to perform day to dayhousekeeping operations. The individual needs to bear a good moral character,pleasing deportment, healthy habits and good grooming in addition to beingcommitted and proficient.

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Introduction

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR TOURISM ANDHOSPITALITY INDUSTRY

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Qualifications Pack For Housekeeping Attendant (Manual Cleaning)

2

Qualifications Pack Code THC/Q 0203

Job RoleHousekeeping Attendant

(Manual cleaning)

Credits(NSQF) Version number 1.0Sector Tourism and Hospitality Drafted on 04/07/14

Sub-sector

1. Hotels2. Travel and Tours3. Restaurants4. Facility Management5. Cruise Liners

Last reviewed on

Occupation Housekeeping Next review date 31/10/15

Job

Det

ails


3

Job Role Housekeeping Attendant(Manual cleaning)

Role Description

Responsible for cleaning of a property including floors,glass surfaces, offices, restrooms, auditorium, lifts, utilityrooms, canteen & pantry, and common areas (inside andoutside the building) and keeping it neat and tidy.

NSQF levelMinimum Educational Qualifications*Maximum Educational Qualifications*

2

Minimum 5th Pass

TrainingSuggested but not mandatory

ExperienceNot Mandatory

Applicable National OccupationalStandards (NOS)

Compulsory:

1. THC / N 0209: Prepare for performing housekeepingoperations manually

2. THC / N 0211: Clean floors, toilets & bathroomsmanually and replenish supplies

3. THC / N 0213: Clean furniture, fittings and other verticalsurfaces manually

4. THC / N 0216: Maintain area neat and tidy

5. THC / N 0217: Collect and dispose waste properly

6. THC / N 0218: Clean pantry and canteen area

7. THC / N 0207: Report, record and preparedocumentation

8. THC / N 0901: Give a positive impression ofoneself and the organization

9. THC / N 0902: Work effectively with others

10. THC / N 0903: Maintain safe, hygienic and secureenvironment

Optional:

1. N.A.

Performance Criteria As described in the relevant OS units

Assessmnt Criteria Assessment Criteria for each NOS


4

Keywords /Terms Description

Core Skills/GenericSkills

Core Skills or Generic Skills are a group of skills that are key to learningand working in today's world. These skills are typically needed in anywork environment. In the context of the NOS, these includecommunication related skills that are applicable to most job roles.

Function Function is an activity necessary for achieving the key purpose of thesector, occupation, or area of work, which can be carried out by a personor a group of persons. Functions are identified through functionalanalysis and form the basis of NOS.

Job role Job role defines a unique set of functions that together form a uniqueemployment opportunity in an organization.

Knowledge andUnderstanding

Knowledge and Understanding are statements which together specify thetechnical, generic, professional and organizational specific knowledgethat an individual needs in order to perform to the required standard.

National OccupationalStandards (NOS)

NOS are Occupational Standards which apply uniquely in the Indiancontext

Occupation Occupation is a set of job roles, which perform similar/related set offunctions in an industry.

Organisational Context Organisational Context includes the way the organization is structuredand how it operates, including the extent of operative knowledgemanagers have of their relevant areas of responsibility.

Performance Criteria Performance Criteria are statements that together specify the standardof performance required when carrying out a task.

Qualifications Pack(QP) Qualifications Pack comprises the set of NOS, together with theeducational, training and other criteria required to perform a job role. AQualifications Pack is assigned a unique qualification pack code.

Qualifications PackCode

Qualifications Pack Code is a unique reference code that identifies aqualifications pack.

Scope Scope is the set of statements specifying the range of variables that anindividual may have to deal with in carrying out the function which havea critical impact on the quality of performance required.

Sector Sector is a conglomeration of different business operations having similarbusinesses and interests. It may also be defined as a distinct subset of theeconomy whose components share similar characteristics and interests.

Sub-Sector Sub-sector is derived from a further breakdown based on thecharacteristics and interests of its components.

Sub-functions Sub-functions are sub-activities essential to fulfil the achieving theobjectives of the function.

Technical Knowledge Technical Knowledge is the specific knowledge needed to accomplishspecific designated responsibilities.

Unit Code Unit Code is a unique identifier for a NOS unit, which can be denotedwith an ‘N’

Unit Title Unit Title gives a clear overall statement about what the incumbentshould be able to do.

Vertical Vertical may exist within a sub-sector representing different domainareas or the client industries served by the industry.

Def

init

ions


5

Keywords /Terms Description

NSQF National Skills Qualifications Framework

QP Qualification Pack

OS Occupational Standards

OH&S Occupational Health and Safety

PPE Personal Protective Equipment

HR Human Resources

Acr

onym

s

THC/ N 0209 : Prepare for performing housekeeping operations manually

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NOSNational Occupational Standards

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Overview

This unit covers preparation for performing housekeeping operations manually andincludes appreciation of work to be done, identifying & selecting the most appropriateequipment and materials for the job and preparing the assigned area for housekeeping.

National OccupationalStandard


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Unit Code THC / N 0209

Unit Title(Task)

Prepare for performing housekeeping operations manually

Description This unit covers preparation for performing housekeeping operations manually andincludes appreciation of work to be done, identifying & selecting the most appropriateequipment and materials for the job and preparing the assigned area forhousekeeping.

It involves preparation for performing cleaning duties, such as cleaning floors bysweeping, vacuuming, mopping, brushing, scrubbing, or wiping; cleaning internal glasssurfaces, service, cleaning toilets & washrooms; ceilings and walls, sanitary fittings,furniture, soft furnishings using appropriate methods and materials and removinggarbage.

Scope This unit/task covers the following:

Activities covered: identifying housekeeping requirements procedures and resources as per areas to

be cleaned preparing for housekeeping activities checking preparation for carrying out housekeeping

Information/documents may include: duty roster workplace housekeeping procedures and policies including OH&S issues manufacturers’ instructions concerning the use and servicing of equipment and

consumables and/or material safety data sheets supplier and/or client instructions emergency procedures quality assurance procedures checklists supplies register log book

Positions/ persons housekeeping attendant interacts with are: first-Line Housekeeping supervisor and/or with site supervisor immediate colleagues and team members HR and/ or administrative personnel of the concerned employer guests using the lodging facility employees/ staff of the premises patients/ doctors/ visitors in hospitals

Performance Criteria(PC) w.r.t. the Scope

Element Performance Criteria

Identify thehousekeeping

PC1. check assigned area as per duty rosterPC2. inspect the area for the cleaning

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requirementsprocedures andresources of differentareas to be cleaned

PC3. identify the types of surfaces to be cleanedTypes of things to be cleaned: clean surfaces e.g. wood, plastic, ceramic/ stone/ marble etc. furnishings e.g. fabric, curtains, upholstery fixtures and fittings clean floors and floor coverings e.g. carpets, vinyl and wooden laminates

etc. glass (for example, windows, mirrors and glass doors walls, glass partitions) service furnished areas e.g. checking cooling/lighting and emptying, cleaning

and sanitizing binsPC4. assess requirement for housekeeping equipment and consumablesPC5. identify requirement of PPE to be usedPC6. ensure that the data and information received is complete and correctPC7. identify workplace procedures for housekeepingPC8. choose the appropriate equipment and materials taking into account factors

such as manufacturers' instructions, risk, efficiency, access, time, surface andtype of soilingPreparation of work area includes: use of protective clothing put up hazard warning signs, if required secure work/surrounding areas

Prepare for thehousekeepingactivities

PC9. obtain the PPE requiredPersonal protective equipment may include: gloves safety headwear and footwear safety glasses

PC10. obtain the appropriate equipment and materials and consumables and if thesame are not available, select suitable alternatives or inform the appropriateperson

Materials, tools and equipments used: PPE cleaning agents for different surfaces water for cleaning solution wherever needed mug funnel bowl cleaner toilet disinfectant rubber spatula floor mop toilet bowl swab plastic caddie spray bottle ladders


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cobweb cleaner glass /mirror cleaner dust pan and brush bucket wringer-trolley lint free cleaning clothes squeegees scrubbing brush/cloth dry window cloth wheeled carts sponge degreaser toothbrush scraper accessories to be replenished like toilet paper, tissues etc.

PC11. wear the personal protective equipment required for the cleaning methodand materials being used

PC12. follow the instructions and procedures for entering and leaving the workplacePC13. plan the sequence for cleaning the area to avoid re-soiling clean areas and

surfacesPC14. ensure that all surfaces to be cleaned are accessible and can be reached to

perform adequate cleaningPC15. ensure that there is adequate ventilation for the work being carried outPC16. identify and follow specific requirements for housekeeping activities in

different parts of the work area assignedPC17. select equipment and consumables e.g. cleaning agents in accordance with

work area requirementsPC18. follow the manufacturer's instructions for using any tools, equipment,

consumables and cleaning agentsPC19. carry cleaning items, and cleaning supplies using wheeled carts or as per unit

procedurePC20. disinfect equipment and supplies, using appropriate solutions or steam-

operated sterilizersPC21. ensure levels of personal hygiene meet workplace requirements and are

maintained throughout the cleaning processPC22. ensure that the right people know when cleaning is taking place and when the

area will be free for use again by using sign boards for caution and work inprogress

PC23. follow the correct procedures to deal with any lost property or unattendeditems

PC24. check and prepare cleaning equipment as per manufacturers' instructionsbefore use


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PC25. prepare work area and equipment so that the job can be done efficiently,correctly and safely

Check preparation forcarrying outhousekeeping

PC26. complete preparation for housekeeping duties following workplaceprocedures and ensure removal of waste

PC27. complete checklists and records for preparation for housekeeping duties

Knowledge and Understanding (K)

A. Organizational

Context(Knowledge of thecompany /organization andits processes)

The user/individual on the job needs to know and understand:KA1. legislation, standards, policies, and procedures followed in the company

relevant to own employment and performance conditionsKA2. relevant occupational health and safety requirements applicable in the work

placeKA3. importance of working in clean and safe environmentKA4. own job role and responsibilities and sources for information pertaining to

employment terms, entitlements, job role and responsibilitiesKA5. reporting structure, inter-dependent functions, lines and procedures in the

work areaKA6. relevant people and their responsibilities within the work areaKA7. escalation matrix and procedures for reporting work and employment related

issuesKA8. documentation and related procedures applicable in the context of

employment and workKA9. importance and purpose of documentation in context of employment and

work

B. TechnicalKnowledge

The user/individual on the job needs to know and understand:KB1. relevant OH&S procedures and guidelines concerning housekeeping

operationsKB2. workplace and servicing procedures and policies for the carrying out

housekeeping tasks in the workplaceKB3. risks when carrying out housekeeping tasks and related precautions to control

the riskKB4. housekeeping standards required in the workplaceKB5. application of relevant industrial regulations and requirementsKB6. storage, service and upkeep procedure for housekeeping equipments and

consumablesKB7. what permits and checks are required for working on the premisesKB8. site layout and obstaclesKB9. instructions and procedures for entering and leaving the workplace and why

one should follow themKB10. levels of personal hygiene required at the workplace and why it is important

to maintain them during workKB11. how factors such as manufacturer's instructions, risk, efficiency, access, time,

surface and type of soiling can influence the cleaning method usedKB12. how to inspect a work area to decide what cleaning it needs and the best way

of carrying this out


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KB13. the right personal protective equipment for the work area, equipment,materials and chemicals used

KB14. why it is important to wear personal protective equipmentKB15. Importance of work schedules and why they should be followedKB16. the correct sequence for cleaning the work areaKB17. which methods and materials are most effective on the surface and soiling to

be cleaned and what are the alternativesKB18. why different equipment should be used for different cleaning tasks and the

reasons for colour- codingKB19. how to clean the surfaces without causing injury or damageKB20. the results expected from each cleaning operationKB21. the right techniques to use with chosen equipment and materialsKB22. the results of using wrong or unsuitable materials and/or not following the

manufacturers' instructionsKB23. how to change the cleaning method to suit the soiling and surface and the

different methods availableKB24. how to identify the signs of pest infestation and the right action to take to

deal with itKB25. cleaning methods and techniques that may cause nuisance to the public/

client and how to avoid this (e.g. by changing the timing/sequence of cleaningoperations)

KB26. why it is important to check the quality of work as one goes alongKB27. how to identify and deal with tasks that are outside one’s area of skill or

responsibilityKB28. storage areas for the equipment and materials and why they should be kept

clean, safe and secureKB29. the procedures for organizing replacement and/or extra resourcesKB30. the range of cleaning agents and equipment available and how to choose the

right one for different types of soil and surfacesKB31. how to mix cleaning solutions correctly, know dilution ratios and safely and

importance of following manufacturers' instructionsKB32. why one should put up hazard signs and protect surrounding areasKB33. how to use the equipment and materials efficiently and safelyKB34. how to prepare, check and ensure preparation of area for housekeeping

Skills (S) [Optional]

A. Core Skills/Generic Skills

Reading & Writing Skills

The user/ individual on the job needs to know and understand how to:SA1. read and interpret instructions, procedures, information and signs relevant to

housekeeping activities in the workplaceSA2. interpret and follow operational instructions and prioritise workSA3. complete documentation related to housekeeping in the workplaceSA4. read and interpret information correctly from various job specification

documents, material safety data sheets, manuals, health and safetyinstructions etc. applicable to the job in English and/or local language


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Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to:SA5. communicate effectively with others when carrying out housekeeping tasksSA6. discuss task lists, schedules, and work-loads with co-workersSA7. check and clarify task-related informationSA8. liaise with appropriate authorities using correct protocolSA9. communicate with people in respectful form and manner in line with

organizational protocol

B. Professional Skills Learning

The user/individual on the job needs to know and understand how to:SB1. participate in on-the-job and other learning, training and development

interventions and assessmentSB2. seek to improve and modify own work practices

Problem Solving

The user/individual on the job needs to know and understand how to:SB1. think through the problem, evaluate the possible solution(s) and suggest an

optimum /best possible solution(s)SB3. identify immediate or temporary solutions to resolve delay

Plan and Organize

The user/individual on the job needs to know and understand:SB4. plan, prioritize and sequence work operations as per job requirementsSB5. organize and analyze information relevant to work

Decision Making

The user/individual on the job needs to know and understand how to:SB2. make decisions pertaining to the concerned area of work

Service Orientation/Customer Centricity

The user/individual on the job needs to know and understand how to:SB3. manage relationships with co-workers

Self-Management

The user/individual on the job needs to know and understand how to:SB6. taking responsibility for own work outcomesSB7. time management and adhering to work timings, dress code and other

organizational policiesSB8. managing distractions to be disciplined at work


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Team Management

The user/individual on the job needs to know and understand how to:SB9. work in a team in order to achieve better resultsSB10. identify and clarify work roles within a teamSB11. communicate and cooperate with others in the teamSB12. seek assistance from fellow team members


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NOS Version Control

NOS Code THC / N 0209

Credits(NSQF)Version number 1.0

Industry Tourism and Hospitality Drafted on 04/07/14

Industry Sub-sector


Last reviewed on


THC/ N 0211 : Clean floors, toilets & washrooms manually and replenish supplies

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Overview

This unit covers cleaning all types of floors and toilets & washrooms using manualequipment e.g. brushes, mops cloths, brushes, mops, hoses etc., and replenish supplies asper procedures.



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Unit Code THSC / N 0211

Unit Title(Task)

Clean floors, toilets and washrooms manually and replenish supplies

Description This unit covers cleaning all types of floors and toilets & washrooms using manualequipment e.g. brushes, mops cloths, brushes, mops, hoses etc., and replenishsupplies as per procedures.

This involves ‘systematic’ cleaning of floors in the assigned area which may includecommon public area (inside and outside the building), restrooms, auditorium, lifts,utility rooms, canteen/pantry, by sweeping, mopping, brushing, scrubbing, or wiping;using appropriate methods and materials and removing garbage. The cleaning of theproperty includes the areas right from the entrance to the exit, from the basements tothe terrace.

It also involves cleaning toilets & washrooms manually and replenishing the supplies.


Activities covered: cleaning floors manually clean toilets and washrooms manually replenish supplies in the toilets and Washroom complete assigned floor and toilets & washroom cleaning duties

Range of buildings covered are: high rise building factory hotel/restaurant mall commercial complex school/academic institution hospital

Positions/ persons house-keeping attendant interacts with are: first-Line housekeeping supervisor and/or with site supervisor immediate colleagues and team members HR and/ or administration personnel of the concerned employer clients visiting a facility guests of the lodging facility employees/ staff of the premises shoppers/ visitors in a mall patients/ doctors/ visitors in hospitals


Element Performance CriteriaCleaning floorsmanually

PC1. choose equipment and cleaning agents that are right for the floor and theamount of ground-in soil/dirt

Types of floors

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soft (for example, carpets) semi-hard (for example, vinyl and wood) hard (for example, marble, concrete or quarry tiles)Types of surfaces plastic ceramic wood stainless steel glass

PC2. choose a method of removing the dust and debris that is right for the floorand the amount of dust and debris involved

PC3. clear any large items of debris by hand, safelyPC4. mix and apply the cleaning solutionPC5. carry out the cleaning as per organization’s standards and procedurePC6. remove the ground-in soil/dirt without damaging the surface and leave the

floor and the surrounding area dry and free of smearsPC7. remove the loose dust and debris carefully and put the dust and debris into

the correct container for disposalPC8. leave the floor clear of dust and debris and put everything back in the right

place when work is finishedPC9. choose a method of clearing up the spillage, if any, that is right for the floor

and the size and type of spillagePC10. remove the spillage safely and leave the floor surface clean and dryPC11. empty all waste from the bins in the area of responsibilityPC12. re-line or clean bins as per procedurePC13. put the garbage and debris in the correct container and remove the left-over

cleaning solution asidePC14. report any stains that cannot be removed to the supervisor

Clean toilets andwashrooms manually

PC15. follow any special procedures for entering the toilets and washroomsPC16. make sure that there is enough ventilation in the area being cleanedPC17. follow any relevant codes of practice to make sure to protect oneself and

others throughout the process e.g. put-up appropriate signagePC18. choose equipment and cleaning agents that are suitable for the surfacePC19. mix and apply cleaning agentsPC20. clean toilets and washroomsPC21. clean basins and taps so that they are free of dirt and removable marksPC22. clean the inside and outside of the toilet so that it is free of dirt and

removable marksPC23. check that toilets are free flushing and drainingPC24. clean the fixtures and fittings in an order that is least likely to spread infectionPC25. clean the appliances, surfaces, fixtures and fittings so that they are dry and

free from dirt and removable marksPC26. clean the surrounding floors, walls, mirrors and other surfaces


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PC27. make sure waste bins are empty, clean and ready for usePC28. identify waste and get it ready for dispatchPC29. make sure that plug holes, waste outlets and over flows are free from

blockagesPC30. report any faults and problems to the appropriate person

Replenish supplies inthe toilets andWashroom

PC31. check that holders contain the correct amount of consumablesPC32. check supplies and accessories in the toilets and washroomPC33. make sure that supplies and accessories are clean and free from damagePC34. replenish, replace and refill supplies as per organization procedurePC35. follow the manufacturers’ instructions correctly when refilling or replacing

itemsPC36. make sure the area has the right amount of consumables when work is

finishedPC37. report any stock shortages to the appropriate member of staff

Complete assignedfloor and toilets &washroom cleaningduties

PC38. ensure cleaning equipment is clean and in working order when work isfinished taking appropriate action to deal with any items that are not

PC39. put everything back in the right place when work is finishedPC40. remove or replace personal protective equipment following workplacePC41. ensure floor cleaning duties are conducted following workplace procedures

and waste removedPC42. notify maintenance requirements of any damaged items to appropriate

personnelPC43. complete and ensure checklists and records for housekeeping duties are

maintainedPC44. check work areas to ensure required workplace standards are met


A. OrganizationalContext(Knowledge of thecompany /organization andits processes)






issuesB. Technical

KnowledgeThe user/individual on the job needs to know and understand:

KB1. relevant OH&S procedures and guidelines concerning housekeepingoperations

KB2. workplace and servicing procedures & policies for carrying out floor cleaningtasks in the workplace

KB3. floor cleaning standards required in the workplace


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KB4. risks when carrying out floor cleaning tasks and related precautions to controlaccidents

KB5. site layout and obstaclesKB6. storage, service and upkeep procedure for cleaning equipments and

consumablesKB7. application of relevant industrial regulations and requirementsKB8. different methods of removing loose dust and debris and how to choose the

right oneKB9. types of the container in which to put dust and debrisKB10. safe handling techniques for large items of debrisKB11. different methods of removing ground-in soil/dirt by hand and how to choose

the right oneKB12. range of cleaning agents and equipment available and how to choose the

right one for different types of dirt and surfacesKB13. how to mix cleaning solutions correctly and safely and importance of

following manufacturers' instructionsKB14. how to remove ground-in dirt without damaging the surfaceKB15. why the floor and surrounding area should be left dry and free of smearsKB16. why one should not try to spot clean non-washable surfaces and what might

happen if one doesKB17. why over-wetting the surface should be avoidedKB18. why it is important to clean or reline the binsKB19. types of spillage and different methods of removing spillages and how to

choose the right oneKB20. the importance of preparing correctly before cleaning toilets and washrooms,

and what may happen if one does notKB21. to whom one should report faults and problemsKB22. why it is important to make sure there is enough ventilation when the toilets

and washroom are being cleanedKB23. how to protect oneself and others throughout the cleaning process and why

these measures are important before, during and after cleaningKB24. organization’s standards for floors, toilets and bathroomsKB25. why one should wear protective clothing when cleaningKB26. why one should not use toilet and bathroom cleaning equipment in other

areasKB27. types of problems one might come across when cleaning toilets and

bathrooms and how to deal with theseKB28. what to do if a customer comes in when one is cleaning a toilet or washroomKB29. which cleaning processes one should use for different types of surfaces, toilet

appliances, basins and level of soilageKB30. how effective cleaning helps with infection controlKB31. what colour coding meansKB32. why one must use the correct equipment and colour coded clothsKB33. types of faults and problems that one is likely to find in the areas and how to

deal with themKB34. procedure and techniques of clearing the toilets and washroomsKB35. how to clean sanitary items in an order that is least likely to encourage the

spread of infection


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KB36. why one should check to make sure that holders contain the correct amountof consumables

KB37. correct procedures for reporting faults or problems and why theseshould be followed

KB38. correct place for the storage of cleaning equipment and materialsKB39. why used personal protective equipment should be removed or replaced

upon leaving the sanitary areaKB40. different kinds of bins available for garbage disposalKB41. how to segregate garbage for disposal and correct container for garbage and

debris for disposal, how to cover, clean and where to keep the garbage binsKB42. organization’s standards for replenishing supplies and accessoriesKB43. why one should maintain a constant stock of supplies and accessories



Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to:SA1. follow instructions accuratelySA2. use questioning to minimize misunderstandingsSA3. communicate with people in respectful form and manner in line with

organizational protocolSA4. check and clarify task-related information; discuss task lists, schedules, and

work-loads with co-workersSA5. use gestures or simple words to communicate where language barriers exist

B. Professional Skills Problem Solving


optimum / best possible solution(s)SB2. identify immediate or temporary solutions to resolve delays

Plan and Organize



The user/individual on the job needs to know and understand how to:SB5. manage relationships with customers and co-workers


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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0213 : Clean furniture, upholstery, fittings and other vertical surfaces manually

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Overview

This unit covers manually cleaning furniture, upholstery, fittings and other verticalsurfaces such as walls, windows, doors, internal glass surfaces e.g. glass partitions anddoors as per procedures and resources for different areas.



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Unit Title(Task)

Clean furniture, upholstery, fittings and other vertical surfaces manually

Description This unit covers manually cleaning furniture, upholstery, fittings and other verticalsurfaces such as walls, windows, doors, internal glass surfaces e.g. glass partitions anddoors as per procedures and resources for different areas.

The cleaning of the work area includes the areas right from the entrance to the exit,from the basements to the terrace.

The candidate will have knowledge and understanding of various kinds of cleaningoptions, different kinds of consumables used e.g. detergent, cleaning agents etc. andvarious tools and techniques used to perform cleaning.


Activities covered: clean furniture and upholstery clean vertical spaces, fittings and internal glass spaces clean desktops, workstations and office area

Types of surfaces: soft (for example, fabric curtains and upholstery) hard (for example, stone, marble, wood, metal, plastic, vinyl, linoleum etc) glass (for example, windows, mirrors and glass doors)



Clean furniture andupholstery

PC1. remove loose dust and debris making sure it spreads as little as possiblePC2. examine the upholstered material to make sure that it is suitable for the

planned treatment, given the nature of the material and the type, position,form and amount of soiling

PC3. identify whether the material is colourfast and shrink-resistant for furnishingsPC4. identify and report damaged or deteriorating surfaces and/or those which

may require restorative workPC5. soften ground-in soil and stains before trying to remove themPC6. apply the treatment safely, according to the manufacturer's instructions and

without over- wetting or damaging the materialPC7. examine the treated area and apply more treatment if it will help to remove

the stain safelyPC8. leave the material free of excess moisture and ground-in soilPC9. make sure that furnished areas are free from unpleasant smellsPC10. choose a cleaning agent and equipment appropriate for the marks, surface

and type of dirt on the furniturePC11. scrape off anything that is stuck on to the furniture and fittingsPC12. mix and apply the cleaning agent/solution smoothly and evenlyPC13. leave the surface clear of the marks that can be reached and spot cleaned

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PC14. leave the surfaces dry and free of smears and dirt , when work is finishedPC15. put everything back in the right place when work is finishedPC16. report any marks that cannot be reached or spot cleaned to the person in

chargePC17. deal with cleaning equipment correctly after usePC18. sort out and handle the waste safely and according to instructionsPC19. make sure that waste containers are taken safely to the right collection/

disposal point

Clean vertical spaces,fittings and internalglass spaces

PC20. loosen dirt that is stuck on to the glass surface without causing damagePC21. remove loose dust and debris first making sure it spreads as little as possiblePC22. clean walls (interior) so they are free from dust, cobwebs, dirt, grease, spots

and stainsPC23. choose a cleaning agent and equipment that are right for the surface and type

of dirtPC24. follow manufacturer's instructions correctly when one mixes and apply the

cleaning agentPC25. apply cleaning agents to fixtures and lights and ensure they are clean and

workablePC26. check that heating, lighting and ventilation systems are set correctly after

cleaningPC27. rub off the dirt thoroughly from the glass surface and remove it without

damaging the surfacePC28. put everything back in the right place when one have finished efficiently,

correctly and safelyPC29. collect and segregate waste according to instruction without causing any

spillage or clutterClean desktops,workstations andoffice area

PC30. clean the area at regular intervals with appropriate dustersPC31. use appropriate dusters and chemicals for cleaning workstation, desktops,

printer, telephones etc.PC32. ensure that papers and documents are kept in order on the workstationPC33. ensure sound-proof cleaningPC34. avoid cleaning at peak working hours







work area


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KA6. relevant people and their responsibilities within the work areaKA7. escalation matrix and procedures for reporting work and employment related



workB. Technical

KnowledgeThe user/individual on the job needs to know and understand:

KB1. relevant OH&S procedures and guidelines concerning cleaning operationsKB2. workplace and servicing procedures & policies for carrying out cleaning tasks

in the workplaceKB3. risks when carrying out cleaning tasks and related precautions to control

accidentsKB4. cleaning standards required in the workplaceKB5. site layout and obstaclesKB6. storage, service and upkeep procedure for cleaning equipments and

consumablesKB7. application of relevant industrial regulations and requirementsKB8. the dangers of working at height using step ladders and how to do so safelyKB9. the range of cleaning agents available for spot cleaning and how to choose

the right one for the type of mark and the surface one is cleaningKB10. the range of cleaning agents available for furniture and how to choose the

right one for the type of soil and the surface one is cleaningKB11. various kinds of cleaning agents and equipments to be used for the particular

type of fabricsKB12. importance of following manufacturers' instructions when one mixes and

apply cleaning agents and what might happen if one does notKB13. importance of putting up hazard signs and protect surrounding areasKB14. precautions to be taken when using ladders or moving furniture during

cleaningKB15. importance of protecting surrounding areas when cleaning interior surfaces,

furnishings, fixtures and fittingsKB16. importance of testing for the colorfastness and possible consequences of

failing to testKB17. locations where colorfastness tests should and should not be carried outKB18. why one should remove loose dust and debris first from all areas to be

cleaned and what might happen one doesn’tKB19. how to clean soft surfaces like furnishings, upholstery, curtains etc.KB20. how to identify and report equipment that needs repair or servicingKB21. why one should not try to spot clean non-washable surfaces and what might

happen if one doesKB22. reasons to avoid over-wetting the surfaceKB23. reason for reporting any marks that cannot be reached or spot cleaned and

who one should report toKB24. why paint or anything else that is stuck on the glass should be scraped off firstKB25. how to scrape without damaging the glass surfaceKB26. why the area around the glass should be left dryKB27. how to tell if something should not be thrown away, why it is important to


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check and who to check withKB28. how frequently windows & glasses should be cleaned in the organizationKB29. protective clothing to be worn when cleaningKB30. why one should not mix cleaning materialsKB31. the types of problems one might come across when cleaning windows how to

deal with theseKB32. what to do if window areas are above hand reach heightKB33. why one should get rid of all traces of cleaning materials from interior

surfaces, furnishings, fixtures and fittings after cleaning is finishedKB34. why one should not allow dust to spread and how to do thisKB35. how to clean desktops, computers and telephonesKB36. why waste should be taken to the right collection/disposal point in the right

containers and disposed off in correct container





organizational protocolSA4. discuss task lists, schedules, and work-loads with co-workersSA5. check and clarify task-related informationSA6. use gestures or simple words to communicate where language barriers exist

B. Professional Skills Plan and Organize



The user/individual on the job needs to know and understand how to:SB3. manage relationships with co-workersSB4. build customer relationships and use service and customer centric approach

Self-Management

The user/individual on the job needs to know and understand how to:SB5. taking responsibility for own work outcomesSB6. time management and adherence to work timings, dress code and other

organizational policiesSB7. following laid down rules, procedures, instructions and policiesSB8. Managing conflicts and distractions at work


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NOS Version Control


Credits(NSQF) Version number 1.0


Industry Sub-sector


Last reviewed on


THC/ N 0216 : Maintain area neat and tidy

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Overview

This unit covers maintaining the assigned area as well as public areas such as lobbies, lifts,entrances and public toilet clean and tidy e.g. by emptying bins, arranging furniture andkeeping displays tidy and up-to-date.



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Unit Title(Task)

Maintain area neat and tidy

Description This unit covers maintaining the assigned area as well as public areas such as lobbies,lifts, entrances and public toilet, neat & tidy and in good order e.g. by emptying bins,arranging furniture and keeping displays tidy and up-to-date so as project a positiveimage.


Activities covered: keep areas neat, tidy and in good order maintain upkeep complete assigned housekeeping duties and reporting

Public areas covered: lobby passenger lifts and lift lobbies corridors and stairways front entrance eating and drinking areas



Keep areas neat, tidyand in good order

PC1. empty waste containers and dispose of waste correctlyPC2. arrange furniture neatlyPC3. keep displays neat, tidy and up-to-date

Displays to be checked public notices magazines/brochure racks plants/floral decorations pictures statues/sculptures/display items show cases

PC4. spot and report any faults e.g. lights not working, damage to furniture andfixtures etc. in the area to the appropriate member of staff

PC5. regularly and discreetly check that the areas are clean, tidy and free fromobstructions in line with company safety and security policiesSurfaces/things covered: steps/ramps floors/floor coverings glass surfaces furniture toilet appliances

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cushions/curtains and fabrics metal plastic waste bins lighting fixtures and fittingsCleaning materials water detergent polish chemicals

PC6. identify and report anything that needs specialist maintenancePC7. report any items which are found lying unclaimed

Maintain upkeep PC8. choose the right cleaning equipment and materials for the area being cleanedPC9. when necessary, put up hazard warning signsPC10. when necessary, wear protective clothingPC11. clean off dust, dirt, debris and removable marks from the surfaces being

cleanedCleaning equipment used for tidying up: mops and buckets brooms and brushes cloths garbage bins

PC12. store the cleaning equipment correctly and safely after usePC13. notify maintenance requirements of any damaged items to appropriate

personnel

Complete assignedhousekeeping dutiesand reporting

PC14. conduct assigned cleaning duties following workplace procedures and ensurethe area is neat and tidy

PC15. report any lost and found property to authorized person as per procedurePC16. check work areas to ensure required workplace standards are met


A. Organizational








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work

B. Technical

Knowledge


operationsKB2. workplace and servicing procedures and policies for the carrying out

housekeeping tasks in the workplaceKB3. housekeeping standards required in the workplaceKB4. site layout and obstaclesKB5. the organization’s standards for cleaning and tidying and why one should

work to theseKB6. how to acknowledge customers correctly when working front of houseKB7. how to choose the right cleaning equipment and materials for the areas and

surfaces that are being cleanedKB8. when and how one should use hazard warning signs when the area is being

cleanedKB9. when one should wear protective clothing and what type of protective

clothing to wearKB10. the types of problems that may happen when one is cleaning and how to

deal with these oneself or report themKB11. how one should arrange the furniture in front of house areasKB12. the types of displays one is responsible forKB13. why it is important to keep displays neat and tidy and well-stockedKB14. how to keep displays neat, tidy and up-to-dateKB15. the types of things that may need fixing in the front of house areas; how to

spot and report themKB16. the types of problems that may happen when one is working front of house

and how to deal with theseKB17. why front of house areas need to be clean, tidy and well maintained





housekeeping activities in the workplaceSA2. read and interpret information correctly from various job specification

documents, manuals, health and safety instructions etc. applicable to the jobin English and/or local language


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optimum /best possible solution(s)SB1. identify immediate or temporary solutions to resolve delays

Plan and Organize



The user/individual on the job needs to know and understand how to:SB2. manage relationships with coworkers and customers

Self-Management

The user/individual on the job needs to know and understand how to:SB4. importance of taking responsibility for own work outcomesSB5. importance of following laid down rules, procedures, instructions and policiesSB6. importance of time management for achieving better results


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NOS Version Control


Credits(NSQF) TBD Version number 1.0


Industry Sub-sector


Last reviewed on


THC/ N 0217 : Collect and dispose waste properly

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Overview

This unit covers removal, segregation and transportation of waste to collection/disposalpoint, as per procedures.



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Unit Title(Task)

Collect and dispose waste properly

Description This unit covers collection and disposal of waste properly which involves removal,segregation and transportation of waste to collection/disposal point, as perprocedures.


Activities covered: remove waste segregate waste



Remove andsegregate waste

PC1. wear appropriate protective clothing as required for the waste involved

Personal protective equipment may include: gloves masks safety footwear safety glasses waterproof aprons

PC2. remove waste from the areas cleaning safely and according to regulations,instructions and good practice

Types of waste recyclable non-recyclable food

Hazards in the work area may include exposure to: chemicals dangerous or hazardous substances sharp litter

PC3. collect waste according to instruction without causing any spillage or clutterPC4. sort out and segregate waste according to type, making sure it is handled

safelyPC5. reduce the volume of waste by breaking down, compressing or shredding as

requiredPC6. pack waste and store in appropriate waste containers/ assigned binsPC7. clean the waste bins if dirtyPC8. change waste bags regularly and promptly when full and to avoid foul smellPC9. keep waste areas and its contents clean, tidy and sanitized at all timesPC10. make sure that sites of cleaning operations are clear of waste that is not to be

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left at the sitePC11. make sure that waste containers are taken safely to the allocated collection

point and made secure where necessaryPC12. complete records to maintain a waste audit trail in line with the unit

proceduresPC13. identify and report problems associated with the collection and storage of

waste according to company proceduresPC14. follow the legal and regulatory requirements, health and safety, hygiene and

environmental standards and instructions










work



operationsKB2. different categories of waste and how they should be dealt withKB3. importance of handling waste safelyKB4. the most appropriate method for reducing the volume of differentKB5. types of waste and why this is importantKB6. why different waste containers are used for different types of wasteKB7. the reasons for keeping waste areas and its contents clean, tidy and sanitized

at all timesKB8. how regularly waste containers should be cleanedKB9. the main health and safety risks of waste disposal areas and how these can be

preventedKB10. why it is important to keep a waste audit trail and who may need to refer to

itKB11. what should be done in the event of a problem relating to waste disposalKB12. what personal protective equipment is required for the waste involved,KB13. where it can be obtained and why one should use it


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KB14. the hazards associated with typical waste from cleaning operationsKB15. who to ask or where to find out what and where are the correct containers

for the waste involved and why this is importantKB16. why it is important to handle and dispose of the waste safely according to

regulations and instructions and where to access this informationKB17. where the allocated collection point for waste containers isKB18. why waste containers should be made secureKB19. application of relevant industrial regulations and requirementsKB20. safe handling techniques for large items of debrisKB21. the reasons why health care waste is segregatedKB22. how to deal with spillages correctlyKB23. how to maintain the security of waste





housekeeping activities in the workplaceSA2. interpret and follow operational instructions and prioritize work




Plan and Organize



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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0218 : Clean pantry and canteen area

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Overview

This unit covers housekeeping activities in the pantry/kitchen and canteen area whichincludes cleaning the equipments, as per procedures.



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Unit Title(Task)

Clean pantry and canteen area

Description This unit covers housekeeping activities in the pantry/kitchen and canteen area whichincludes cleaning the equipments, as per procedures

The candidate will have knowledge and understanding of how to deal with cleaning ofall kinds of equipments including electrical equipments, various kinds of cleaningoptions, different kinds of consumables used e.g. detergent, acid etc. and varioustools and techniques used to perform cleaning.


Activities covered: clean canteen/ kitchen area complete assigned housekeeping duties and reporting



Clean canteen/kitchen area

PC1. identify and assess different kinds of surfaces and equipments to be cleaned

Ancillary areas to be cleaned: pot washing dishwashing still areas waste disposal area storage areas serving areas delivery areas and loading bays

Equipments to be cleaned: oven kitchen chimney/ exhaust toaster kitchen cupboards window sills and windows kitchen sink fridge kitchen floor power operated meat cutters

Hazards in the work area may include exposure to: chemicals very hot surfaces and liquids electrical short-circuits/accidents

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sharp edges and knives moving on slippery surfaces very heavy equipment

PC2. apply cleaning agents as per surface areaPC3. ensure all electrical switches for equipments are switched off before cleaningPC4. clean different accessories of the kitchen using standard operating

procedures as per the establishment requirements and without any damagePC5. clean canteen floor, tables and chairs without leaving any food or spillage on

the floorPC6. mop the area meant for drinking water frequently and replenish glasses and

water as and when neededPC7. perform cleaning of equipments, as per the standard operating procedures or

manufacturers guidelinesPC8. ensure clearing of any spillagePC9. inform first-line supervisor for any replacements or dangers identified in the

kitchenPC10. ensure hygiene as per unit proceduresPC11. collect kitchen waste & garbage for disposal, as per establishment procedures

Complete assignedhousekeeping dutiesand reporting

PC12. conduct assigned housekeeping duties are conducted following workplaceprocedures and ensure removal of waste

PC13. notify maintenance requirements of any damaged items to appropriatepersonnel

PC14. complete and ensure checklists and records for housekeeping duties aremaintained

PC15. check work areas to ensure required workplace standards are met





placeKA3. importance of working in clean and safe environmentKA4. own job role and responsibilitiesKA5. reporting structure, inter-dependent functions, lines and procedures in the




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operationsKB2. workplace and servicing procedures & policies for carrying out housekeeping

tasks in the workplaceKB3. risks when carrying out housekeeping tasks and related precautions to control

accidentsKB4. housekeeping standards required in the workplaceKB5. site layout and obstaclesKB6. storage, service and upkeep procedure for housekeeping equipments and

consumablesKB7. application of relevant industrial regulations and requirementsKB8. different methods of removing waste and debris and how to choose the right

oneKB9. types of the container in which to put waste and debrisKB10. safe handling techniques for large items of debrisKB11. range of cleaning agents and equipment available and how to choose the

right one for different types of dirt and surfacesKB12. how to mix cleaning solutions correctly and safely and importance of

following manufacturers' instructionsKB13. various kinds of equipments used in the kitchen & their handling while

cleaningKB14. ways to handle electrical connections while cleaning kitchen equipmentsKB15. how to plug and unplug while cleaning electrical equipmentsKB16. precautions for handling kitchen equipmentsKB17. different kinds of bins available for garbage disposalKB18. how to segregate garbage for disposal as per guidelines and proceduresKB19. how to cover, clean and where to keep the garbage bins

Skills (S)




housekeeping activities in the workplaceSA2. interpret and follow operational instructions and prioritize work


The user/individual on the job needs to know and understand how to:SA3. communicate effectively with others when carrying out housekeeping tasksSA4. discuss task lists, schedules, and work-loads with co-workers, check and clarify

task-related informationSA5. communicate with people in respectful form and manner in line with

organizational protocolSA6. avoid using jargon, slang or acronyms when communicating with a customer,

unless it is required


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Plan and Organize



The user/individual on the job needs to know and understand how to:SB5. manage relationships with coworkers

Self-Management

The user/individual on the job needs to know and understand how to:SB6. taking responsibility for own work outcomesSB7. time management adherence to work timings, dress code and other

organizational policiesSB8. importance of following laid down rules, procedures, instructions and policiesSB9. managing conflicts and distractions to be disciplined at work


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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0207 : Report, record and prepare documentation

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Overview

This unit covers reporting, recording and preparation of required documentation e.g.checklists, status reports, inventory reports as per organization’s housekeepingprocedures.



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Unit Title(Task)

Report, record and prepare documentation

Description This unit covers reporting, recording and preparation of required documentation e.g.checklists, status reports, inventory reports as per organization’s housekeepingprocedures.


Activities covered: fill up checklists and registers as per procedure record escalations and unresolved problems in the log book prepare reports and documents

Reports users: line housekeeping supervisor and/or site supervisor concerned department who has to take action e.g. engineering, maintenance,

security HR and/ or administration personnel of the concerned employer person taking over responsibility in next shift any authorized person as per protocol/escalation matrix



Fill up checklists andregisters as perprocedure

PC1. fill up checklists for assigned work areas to record status of work as perprocedure and timelines prescribed

Data points applicable to check compliance: standard operating procedures organisational requirements specific work instructions departmental procedures codes of practice all relevant health, safety and environmental regulations

PC2. fill up checklists for equipment and machines provided for serviceability andmaintenance

PC3. fill up register or requisition for requirement of housekeeping suppliesPC4. fill up register to record attendance as per duty rosterPC5. fill up description of work carried out during the shiftPC6. record unfinished tasks in the log bookPC7. record deviations from the SOP, if any, in the log bookPC8. report any lost and found belongingsPC9. report any incidents and accidents which need to be brought to the notice of

superiorsPC10. ensure that the report draws valid conclusions from the presented data

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PC11. adopt the most suitable method of presentation

Record escalationsand unresolvedproblems in the logbook

PC12. record unresolved issues and other escalations in the log bookPC13. record jobs related problems to supervisor for supportPC14. monitor the problem and keep the supervisor informed about progress or any

delays in resolving the problemPC15. refer the problem to a competent internal specialist if it cannot be resolved

Prepare reports anddocuments

PC16. prepare regular reports and documents as required by organization’sprocedures e.g. Occupancy report, duty roster etc

Documentation to be completed for : activities undertaken by filling in checklists any deviation from the normal procedure any unresolved issue regarding cleanliness any unresolved issue regarding maintenance and engineering any lost and found property any kind of co-ordination required with other department inventory shortage or requirement any emergency procedures followed handover points to next shift requisition for supplies

Contents of reports : compliance with requirements deviation from expected outcomes reporting of unresolved issues shift handover and takeover details incident and accident reports requiring escalation

PC17. prepare special reports as required from time to time by the management,e.g. monthly consumption report of amenities etc.

PC18. ensure that the report includes all necessary information and is accurate,clear and concise

PC19. ensure the presentation of results conforms to relevant procedures carriedout

PC20. present the report to the relevant people within agreed timescales, usingappropriate templates and formats





placeKA3. own job role and responsibilities and sources for information pertaining to


work areaKA5. relevant people and their responsibilities within the work area


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KA6. escalation matrix and procedures for reporting work and employment relatedissues

KA7. documentation and related procedures applicable in the context of workKA8. importance and purpose of documentation in context of work


The user/individual on the job needs to know and understand:KB1. personal responsibilities with regard to health, safety and the

environment in the working areaKB2. approved codes of practice and why it is important to follow themKB3. what constitutes complete and valid dataKB4. procedures can be used for identifying deviationsKB5. what level of accuracy is requiredKB6. what units of measurement are requiredKB7. procedures for recording correct dataKB8. likely or expected outcomesKB9. how to recognize anomalies in the data against procedures and standardsKB10. what is a checklist and what are the various elements of a checklistKB11. how to fill in a checklistKB12. what presentational methods can be used and how reports are sentKB13. relevant people in the organizationKB14. what documentation should be used and why it is important to complete it

accuratelyKB15. tasks carried out by various departments in the organizationKB16. escalation matrix and protocol to be followed for escalationsKB17. roles and responsibilities of various people in the escalation matrix/

authorized person




The user/ individual on the job needs to know and understand how to:SA1. read and interpret instructions, procedures, information and signsSA2. interpret and follow operational instructions and prioritise workSA3. complete documentation related accurately



organizational protocolSA7. discuss task lists, schedules, and work-loads with co-workersSA8. check and clarify task-related informationSA9. use gestures or simple words to communicate where language barriers exist


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B. Professional Skills Learning

The user/individual on the job needs to know and understand how to:SB1. participate in on-the-job and other learning, training and development

interventions and assessmentSB2. seek to improve and modify own work practices

Plan and Organize


Self-Management

The user/individual on the job needs to know and understand how to:SB5. take responsibility for own work outcomesSB6. adherence to work timings, dress code and other organizational policiesSB7. follow laid down rules, procedures, instructions and policiesSB8. exercise restraint during conflicting situationsSB9. avoid and manage distractions to be disciplined at workSB10. time management for achieving better results


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NOS Version Control


Credits(NSQF) TBD Version number 1.0


Industry Sub-sector


Last reviewed on


THC/ N 0901: Give a positive impression of oneself and the organization

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Overview

This unit is about competencies required for communicating with customers to give a positiveimpression of oneself and one’s organization. It involves giving customers the rightimpression, responding to their needs and providing helpful information.



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Unit Title

(Task)Give customers a positive impression of oneself and the organization

Description This unit is about competencies required for communicating with customers to give apositive impression of oneself and one’s organization. It involves giving customers theright impression, responding to their needs and providing helpful information.

The candidate is expected to understand the customers’ requirements and create apositive experience for the customer following the defined policies and procedures ofthe organization.


Activities covered: establish effective rapport with customers

respond appropriately to customers

communicate information to customers

escalate unresolved problems as per protocol

provide interim feedback to customer, in case of delays

process Compliances



Establish effectiverapport withcustomers

PC1. meet organisation's standards of appearance and behaviourPC2. greet customers respectfully and in a friendly mannerPC3. communicate with customers in a way that makes them feel valued

and respectedPC4. treat customers courteously and helpfully at all timesPC5. keep customers informed and reassuredPC6. adapt behaviour to respond effectively to different customer behaviour

Respondappropriately tocustomers

PC7. respond promptly to a customer seeking helpPC8. choose the most appropriate way to communicate with customersPC9. check with customers that their expectations have been fully understoodPC10. respond promptly and positively to customers' queries and commentsPC11. allow customers time to consider the response and give further

explanation when appropriate

Communicateinformation to

PC12. quickly find information that will help the customer

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customers PC13. give customer information they need about the services or productsoffered by the organization

PC14. recognize information that customers might find complicated andcheck whether they fully understand

PC15. explain clearly to the customers any reasons why their needs or expectationscannot be met

Escalations ofunresolved problemsas per protocol

PC16. refer the problem to a competent person/supervisor as per protocol if itcannot be resolved by the helpdesk

PC17. obtain help or advice from supervisor/authorized person as per protocol if theproblem is outside his/her area of competence or experience

Provide Interimfeedback tocustomer, in case ofdelays

PC18. monitor the problem and keep the customer informed about progress or anydelays in resolving the problem

Process Compliances PC19. comply with relevant legislation, standards, policies and procedures



The user/individual on the job needs to know and understand:KA1. relevant legislation, standards, policies, and procedures followed in the

companyKA2. how to engage with customers in order to resolve service requests and

problemsKA3. escalation matrix for resolution of problems


The user/individual on the job needs to know and understand:KB1. organization’s standards for appearance and behaviourKB2. organization’s guidelines for how to recognize what customer wants and

respond appropriatelyKB3. organization’s rules and procedures regarding the methods of communicationKB4. how to recognize when a customer is angry or confusedKB5. organization’s standards for timeliness in responding to customer questions

and requests for information



Communication skills (reading and Writing )

The user/ individual on the job needs to know and understand how to:SA1. document call logs, reports, task lists, and schedules with co-workersSA2. prepare status and progress reportsSA3. read and interpret signages e.g. “do not disturb”, ‘‘clean the room” to know

customers’ requirements



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The user/individual on the job needs to know and understand how to:SA4. actively listen to discuss requirements of the customerSA5. seek clarification from customers appropriately in order to understand the

nature of the problem and make a diagnosisSA6. give clear commitments to customersSA7. keep customers informed about progressSA8. avoid using jargon, slang or acronyms when communicating with a customer

B. Professional Skills Decision Making

The user/individual on the job needs to know and understand how to:SB1. make decisions pertaining to the concerned area of work

Plan and Organize

The user/individual on the job needs to know and understand:SB2. plan and organize service to be given to customer

Customer Centricity /Service Orientation

The user/individual on the job needs to know and understand how to:SB3. manage relationships with customers who may be stressed, frustrated,

confused, or angrySB4. build customer relationships and use customer centric approach

Problem Solving



Critical Thinking

The user/individual on the job needs to know and understand how to:SB7. apply, analyze, and evaluate the information gathered from observation,

experience, reasoning, or communication, as a guide to thought and action

Self-Management

The user/individual on the job needs to know and understand how to:SB8. importance of taking responsibility for own work outcomesSB9. importance of adherence to work timings, dress code and other organizational

policiesSB10. importance of following laid down rules, procedures, instructions and policiesSB11. importance of exercising restraint while expressing dissent and during conflict

situations


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SB12. how to avoid and manage distractions to be disciplined at workSB13. importance of time management for achieving better results

Team Management

The user/individual on the job needs to know and understand how to:SB14. work in a team in order to achieve better resultsSB15. identify and clarify work roles within a teamSB16. communicate and cooperate with others in the teamSB17. seek assistance from fellow team members


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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0902: Work effectively with others

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Overview

This unit covers basic competencies and practices that improve effectiveness of working withothers at the work place.



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Unit Title(Task)

Work effectively with others

Description This unit covers basic competencies and practices that improve effectiveness ofworking with others at the work place. It covers etiquettes that a candidate is requiredto possess and demonstrate in their behavior and interactions with others at theworkplace.

These cover areas such as communication etiquette, discipline, listening, handlingconflict and grievances.


Activities covered: working with others using appropriate etiquettes and behaviour

Interaction with others is for: working with other people to meet requirements

sharing information with others to enable efficient delivery of work

communicating with others members and people internal or external to theorganization

Performance Criteria (PC) w.r.t. the Scope


Working with others PC1. communicate with other people clearly and effectivelyEtiquettes may include: use appropriate titles and terms of respect use polite language do not eat or chew while talking

PC2. integrate one’s work with other people’s work effectivelyPC3. receive information and instructions accurately from the supervisor and

fellow workers, getting clarification where requiredPC4. pass on accurate information to authorized persons who require it and within

agreed timescale and confirm its receiptPC5. pass on essential information to other people on timely basisPC6. consult with and assist others to maximize effectiveness and efficiency in

carrying out tasksPC7. work in a way that shows respect for other people

Behaviors may include: punctuality completing tasks as per given time and standards

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not gossiping and idling time

eliminating waste

integrity

PC8. carry out any commitments made to other peoplePC9. identify any problems with team members and other people and take the

initiative to solve these problemsPC10. follow the organisation’s policies and procedurePC11. display helpful behavior by assisting others in performing tasks in a positive

mannerPC12. display active listening skills while interacting with others at workPC13. use appropriate tone, pitch and language to convey politeness, assertiveness,

care and professionalismPC14. demonstrate responsible and disciplined behaviors at the workplacePC15. escalate grievances and problems to appropriate authority as per procedure

to resolve them and avoid conflict


A. Organizational



relevant to own employment and performance conditionsKA2. reporting structure, inter-dependent functions, lines and procedures in the


issuesKA5. effective working relationships with both internal and external the people

with which the individual is required to interactKA6. procedures in the organization to deal with conflicts


The user/individual on the job needs to know and understand:KB1. various categories of people that one is required to communicate and co-

ordinate within the organizationKB2. importance of effective communication in the workplaceKB3. importance of teamwork in organizational and individual successKB4. various components of effective communicationKB5. key elements of active listeningKB6. value and importance of active listening and assertive communicationKB7. barriers to effective communicationKB8. importance of tone and pitch in effective communicationKB9. importance of avoiding casual expletives and unpleasant terms while

communicating in professional circlesKB10. how poor communication practices can disturb people, environment and


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cause problems for the employee, the employer and the customerKB11. importance of ethics for professional successKB12. importance of discipline for professional successKB13. what constitutes disciplined behavior for a working professionalKB14. common reasons for interpersonal conflictKB15. importance of developing effective working relationships for professional

successKB16. expressing and addressing grievances appropriately and effectivelyKB17. importance and ways of managing interpersonal conflict effectivelyKB18. importance of communicating clearly and effectively with people face-to-

face, by telephone and in writingKB19. essential information that needs to be shared with other peopleKB20. importance of effective working relationships and how these can contribute

towards effective working relationships on a day-to-day basisKB21. importance of integrating ones work effectively with othersKB22. types of working relationships that help people to work well together and the

types of relationships that need to be avoidedKB23. types of opportunities an individual may seek out to improve relationships

with othersKB24. how to deal with difficult working relationships with people to sort out

problems


A. Professional Skills Writing Skills

The user / individual on the job needs to know and understand how to:

SA1. communicate essential information in writingSA2. write effective communications to share information with the team members

and other people outside the team

Reading Skills

The user/individual on the job needs to know and understand how to:SA3. Read and understand essential information

Listening and Speaking Skills

The user/individual on the job needs to know and understand:SA4. communicate essential information to colleagues face-to-face or through

telecommunicationsSA5. question others appropriately in order to understand the nature of the

request complaint


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Problem Solving



Analytical Thinking



B. Professional Skills Decision making

The user/individual on the job needs to know and understand how to:SB1. make decisions pertaining to work

Plan and Organize

The user/individual on the job needs to know and understand:SB2. plan, prioritize and sequence work operations as per job requirementsSB3. organize and analyze information relevant to workSB4. basic concepts of work productivity

Customer Centricity

The user/individual on the job needs to know and understand how to:SB5. manage relationships with customers who may be stressed, frustrated,

confused, or angrySB6. build customer relationships and use customer centric approach

Problem Solving


optimum /best possible solution(s)SB8. deal with clients lacking the technical background to solve the problem on

their ownSB9. identify immediate or temporary solutions to resolve delays

Critical Thinking




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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0903: Maintain a safe, hygienic and secure working environment

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---------------------------------------------------------------------------------------------------------------------------------------

Overview

This unit covers knowledge and practices to be followed for health, hygiene, safety andsecurity at the workplace. This includes procedures and practices that candidates need tofollow to help maintain a healthy, safe and secure work environment.



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Unit Title

(Task)Maintain a safe, hygienic and secure working environment

Description This unit covers knowledge and practices to be followed for health, hygiene,safety and security at the workplace. This includes procedures and practices thatcandidates need to follow to help maintain a healthy, safe and secure workenvironment. It covers responsibilities towards self, others, assets and theenvironment.

This involves maintaining a clean and hygienic personal appearance, safety andsecurity at workplace by helping to spot and deal with hazards and followingemergency procedures when necessary.

It includes understanding of risks and hazards in the workplace, along withcommon techniques to minimize risk, deal with accidents, emergencies, etc.

It covers knowledge of fire safety, common first aid applications, safe practicesand emergency procedures.


Activities covered: maintain personal health and hygiene maintain safe and secure environment fire safety emergencies, rescue and first-aid procedures



Maintain personalhealth and hygiene

PC1. maintain personal health and hygienePC2. wear clean, smart and appropriate clothing, footwear and headgearPC3. keep hair neat and tidy and wear it in line with the organization’s

standardsPC4. make sure any jewellery, perfume and cosmetics are in line with the

organization’s standardsPC5. follow health and hygiene procedures in all the work at all times

Good housekeeping practices may include:

clean/tidy work areas removal/disposal of waste products protect surfaces

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Maintain safe andsecure environment

PC6. keep a look out for hazards in the workplaceVarious kinds of hazards:

relating to equipment

relating to areas where one works

relating to personal clothing

Ways of dealing with hazards:

putting them right by self

reporting them to appropriate colleagues warning other people

PC7. identify any hazards or potential hazards and deal with these correctlyPC8. report any accidents or near accidents quickly and accurately to the

proper personPC9. follow safety procedures at the workplacePC10. practice emergency procedures correctlyPC11. follow the organization’s security procedurePC12. use protective clothing/equipment for specific tasks & work conditions

Personal protective equipment/clothing:

gloves safety headwear and footwear safety glasses

PC13. identify job-site hazardous work and state possible causes of risk oraccident in the workplace

PC14. carry out safe working practices while dealing with hazards to ensurethe safety of self and others state methods of accident prevention inthe work environment of the job role

Safe working practices may include:

using protective clothing and equipment putting up and reading safety signs handle tools in the correct manner and store and maintain them

properly keep work area clear of clutter, spillage & unsafe object lying casually take all electrical precautions like insulated clothing, adequate

equipment insulation, dry work area, switch off the power supplywhen not required, etc.

safe lifting and carrying practices use equipment that is working properly and is well maintained take due measures for safety while working in confined places or at

heights, etc. including safety harness, fall arrestors, etc.


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Methods of ensuring health, safety and security: training in health and safety procedures, using health and safety procedures, use of equipment and working practices (such as safe carrying

procedures) safety notices and advice instruction from colleagues and supervisors being always alert and vigilant

PC15. inspect for faults, set up and safely use steps and ladders in general usePC16. lift heavy objects safely using correct proceduresPC17. apply good housekeeping practices at all timesPC18. identify common hazard signs displayed in various areasPC19. retrieve and/or point out documents that refer to safety at workplace

General health and safety equipment includes: fire extinguishers, first aid equipment, safety instruments and clothing, safety installations, e.g .fire exits, exhaust fans

Fire safety PC20. use appropriate fire extinguishers on different types of fires correctly

Causes of fires: heating of metal spontaneous ignition sparking electrical heating casual fires (smoking, welding etc.) chemical fires

Fire extinguishers: sand water foam CO2 dry chemical powder (DCP)

PC21. demonstrate rescue techniques applied during fire hazardPC22. demonstrate good housekeeping in order to prevent fire hazardsPC23. demonstrate the correct use of a fire extinguisher

Emergencies, rescueand first-aidprocedures

PC24. demonstrate how to free a person from electrocution, as per laid downprocedure

PC25. administer appropriate first aid to victims where required eg. in case ofbleeding, burns, choking, electric shock, poisoning etc.


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PC26. demonstrate basic techniques of bandagingPC27. respond promptly and appropriately to an accident situation or medical

emergency in real or simulated environmentsEmergency procedures include: raising alarm safe/efficient evacuation correct means of escape correct assembly point roll call correct return to work

PC28. perform and organize loss minimization or rescue activity during anaccident in real or simulated environments

PC29. administer first aid to victims in case of a heart attack or cardiac arrestdue to electric shock, before the arrival of emergency services in real orsimulated cases

PC30. demonstrate the artificial respiration and the CPR ProcessPC31. participate in emergency proceduresPC32. complete a written accident/incident report or dictate a report to

another person, and send report to person responsible

Parameters for making Incident Report:

name date/time of incident date/time of report location environment conditions persons involved sequence of events injuries sustained damage sustained actions taken witnesses supervisor/manager notified

PC33. demonstrate correct method to move injured people and others duringan emergency


A. Organizational

Context(Knowledge of the

The user/individual on the job needs to know and understand:

KA1. responsibilities under the organization’s health, safety and securitystandards


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company /organization andits processes)

KA2. why it is important to work in a healthy, safe and hygienic way

KA3. where one can get information about health, hygiene and safety at theworkplace

B. Technical

Knowledge


KA4. general rules on hygiene that one must follow

KA5. why correct clothing, footwear and headgear should be worn at alltimes

KA6. why it is important to maintain good personal hygiene

KA7. what one should do in case of cuts, grazes and wounds and why it isimportant

KA8. meaning of “hazards” and “risks”

KA9. health and safety hazards commonly present in the work environmentand related precautions

KA10. possible causes of risk, hazard or accident in the workplace and why riskand/or accidents are possible

KA11. methods of accident prevention

KA12. hazards one can deal with oneself and hazards that must be reported tosomeone else

KA13. how to warn other people about hazards and why this is important

KA14. types of emergencies that may happen at the workplace and how todeal with these

KA15. where to find first aid equipment and who the registered first-aider is inthe workplace

KA16. safe lifting and handling techniques to be followed

KA17. other ways of working safely that are relevant to the job and why theseare important

KA18. precautionary activities to minimize the risk of fire and prevent fireaccidents

KA19. various causes of fire at the workplace

KA20. techniques of using the different fire extinguishers

KA21. different methods of extinguishing fire

KA22. rescue techniques applied during a fire hazard

KA23. organization’s emergency procedures, in particular for fire, and howone should follow these

KA24. where to find fire alarms and how to set them off

KA25. why one should never approach a fire unless it is safe to do so

KA26. why it is important to follow fire safety laws

KA27. organization’s security procedures and why these are important


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KA28. the correct procedures for dealing with customers in case ofemergencies

KA29. why it is important to report all usual/non-routine incidents to theappropriate person safe working practices while working at varioushazardous sites

KA30. where to find all the general health and safety equipment in theworkplace

KA31. various dangers associated with the use of electrical equipment

KA32. preventive and remedial actions to be taken in the case of exposure totoxic materials

KA33. importance of using protective clothing/equipment while working

KA34. various types of safety signs and what they mean

KA35. appropriate basic first aid treatment relevant to the condition e.g.shock, electrical shock, bleeding, breaks to bones, minor burns,resuscitation, eye injuries

KA36. content of written accident report

KA37. potential injuries and ill health associated with incorrect manualhanding

KA38. safe lifting and carrying practices

KA39. personal safety, health and dignity issues relating to the movement of aperson by others

KA40. potential impact to a person who is moved incorrectly



Reading and Writing Skills

The user/individual on the job needs to know and understand how to:

SA1. read and comprehend basic content to read labels, charts, signagesSA2. read and write an accident/incident report in local language or English



SA3. question coworkers appropriately in order to clarify instructions andother issues

SA4. give clear instructions to coworkers, subordinates others

Decision Making


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SA5. make appropriate decisions pertaining to the concerned area of workwith respect to intended work objective, span of authority,responsibility, laid down procedure and guidelines

B. Professional Skills Plan and Organize


SB1. plan and organize their own work schedule, work area, tools, equipmentand materials to maintain decorum and for improved productivity

Working with others


SB2. remain congenial while discussing and debating issues with co-workersSB3. follow appropriate protocols for communication based on situation,

hierarchy, organizational culture and practiceSB4. ask for, provide and receive required assistance where possible to

ensure achievement of work related objectivesSB5. thank coworkers for any assistance receivedSB6. offer appropriate respect based on mutuality and respect for fellow

workmanship and authority

Problem Solving


SB7. think through the problem, evaluate the possible solution(s) and suggestan optimum /best possible solution(s)

SB8. identify immediate or temporary solutions to resolve delaysSB9. identify sources of support that can be availed of for problem solving for

various kind of problemsSB10. seek appropriate assistance from other sources to resolve problemsSB11. report problems that one cannot resolve to appropriate authority

Analytical Thinking


SB12. identify cause and effect relations in their area of workSB13. use cause and effect relations to anticipate potential problems and their

solution


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NOS Version Control




Industry Sub-sector


Last reviewed on


Qualifications Pack For Room Attendant

1

Annexure

Nomenclature for QP and NOS

Qualifications Pack

[ABC]/ Q 0101

Occupational Standard

An example of NOS with ‘N’[ABC] / N 0101

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Q denoting Qualifications Pack Occupation (2 numbers)

QP number (2 numbers)

9 characters

N denoting National Occupational Standard Occupation (2 numbers)

OS number (2 numbers)

9 characters

Back to top…

[Insert 3 letter code for SSC]

[Insert 3 letter code for SSC]

Qualifications Pack For Room Attendant

2

The following acronyms/codes have been used in the nomenclature above:

Sub-sector Range of Occupation numbers

Hospitality 01 - 30

Tourism 30 – 60

Facility Management 60 – 90

Sequence Description Example

Three letters Industry name THC

Slash / /

Next letter Whether QP or NOS N

Next two numbers Occupation code 01

Next two numbers OS number 01

ASSESSMENT CRITERIA

NOSNo./Elements

Performance CriteriaWeightage

Points out of100 per NOS

THC / N 0209Prepare for performing housekeeping operations manually housekeeping operationsmanually

Identify thehousekeepingrequirementsprocedures andresources ofdifferent areasto be cleaned

PC1. Check assigned duties as per duty roster 3

PC2. Inspect the area for the cleaning 3

PC3. Identify the types of surfaces to be cleaned 3

PC4. Assess requirement for housekeeping equipment and consumables 4

PC5. Identify requirement of PPE to be used 3

PC6. Ensure that the data and information received is complete and correct 3

PC7. Identify workplace procedures for housekeeping 3

PC8. Choose the appropriate equipment and materials taking into accountfactors such as manufacturers' instructions, risk, efficiency, access,time, surface and type of soiling

4

Prepare for thehousekeepingactivities

PC9. Obtain the PPE required 3

PC10. Obtain the appropriate equipment and materials and consumablesand if the same are not available, select suitable alternatives orinform the appropriate person

5

PC11. Wear the personal protective equipment required for the cleaningmethod and materials being used

3

PC12. Follow the instructions and procedures for entering and leaving theworkplace

3

PC13. Plan the sequence for cleaning the area to avoid re-soiling clean areasand surfaces

5

PC14. Ensure that all surfaces to be cleaned are accessible and can bereached to perform adequate cleaning

3

PC15. Ensure that there is adequate ventilation for the work being carriedout

4

PC16. Identify and follow specific requirements for housekeeping activitiesin different parts of the work area assigned

5

PC17. Select equipment and consumables e.g. Cleaning agents inaccordance with work area requirements

5

PC18. Follow the manufacturer's instructions for using any tools, equipment,consumables and cleaning agents

5

Job Role : Housekeeping Attendant (Manual Cleaning)Qualification Pack : THC/Q 0203

Sector Skill Council : Tourism and Hospitality

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each PerformanceCriteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marksfor each PC.

2. Each NOS will assessed both for theoretical knowledge and practical3. The assessment will be based on knowledge bank of questions created by the SSC.4. To pass the Qualification Pack, every trainee should score a minimum of 50% in every NOS and overall 50% Pass

percentage for each QP5. To pass the Qualification pack, every trainee should score a minimum 40% in theory and 50% in the practical

PC19. Carry cleaning items, and cleaning supplies using wheeled carts or asper unit procedure

3

PC20. Disinfect equipment and supplies, using appropriate solutions orsteam-operated sterilizers

3

PC21. Ensure levels of personal hygiene meet workplace requirements andare maintained throughout the cleaning process

3

PC22. Ensure that the right people know when cleaning is taking place andwhen the area will be free for use again by using sign boards forcaution and work in progress

3

PC23. Follow the correct procedures to deal with any lost property orunattended items

3

PC24. Check and prepare cleaning equipment as per manufacturers'instructions before use

5

PC25. Prepare work area and equipment so that the job can be doneefficiently, correctly and safely

5

Checkpreparation forcarrying outhousekeeping

PC26. Complete preparation for housekeeping duties following workplaceprocedures and ensure removal of waste

5

PC27. Complete checklists and records for preparation for housekeepingduties

3

TOTAL POINTS 100

Percentage for Assessment : Theory 40%

Practical 60%THC / N 0211 Clean floors, toilets and washrooms manually and replenish suppliesCleaning floorsmanually

PC1. Choose equipment and cleaning agents that are right for the floor andthe amount of ground-in soil/dirt

2

PC2. Choose a method of removing the dust and debris that is right for thefloor and the amount of dust and debris involved

2

PC3. Clear any large items of debris by hand, safely 2

PC4. Mix and apply the cleaning solution 3

PC5. Carry out the cleaning as per organization’s standards and procedure 3

PC6. Remove the ground-in soil/dirt without damaging the surface andleave the floor and the surrounding area dry and free of smears

2

PC7. Remove the loose dust and debris carefully and put the dust anddebris into the correct container for disposal

2

PC8. Leave the floor clear of dust and debris and put everything back in theright place when work is finished

2

PC9. Choose a method of clearing up the spillage, if any, that is right for thefloor and the size and type of spillage

2

PC10. Remove the spillage safely and leave the floor surface clean and dry 2

PC11. Empty all waste from the bins in the area of responsibility 2

PC12. Re-line or clean bins as per procedure 2

PC13. Put the garbage and debris in the correct container and remove theleft-over cleaning solution aside

2

PC14. Report any stains that cannot be removed to the supervisor 2

Clean toilets andwashroomsmanually

PC15. Follow any special procedures for entering the toilets and washrooms 2

PC16. Make sure that there is enough ventilation in the area being cleaned 2

PC17. Follow any relevant codes of practice to make sure to protect oneselfand others throughout the process e.g. Put-up appropriate signage

2

PC18. Choose equipment and cleaning agents that are suitable for thesurface

2

PC19. Mix and apply cleaning agents 2

PC20. Clean toilets and washrooms 3

PC21. Clean basins and taps so that they are free of dirt and removablemarks

2

PC22. Clean the inside and outside of the toilet so that it is free of dirt andremovable marks

2

PC23. Check that toilets are free flushing and draining 3

PC24. Clean the fixtures and fittings in an order that is least likely to spreadinfection

2

PC25. Clean the appliances, surfaces, fixtures and fittings so that they aredry and free from dirt and removable marks

2

PC26. Clean the surrounding floors, walls, mirrors and other surfaces 2

PC27. Make sure waste bins are empty, clean and ready for use 2

PC28. Identify waste and get it ready for dispatch 2

PC29. Make sure that plug holes, waste outlets and over flows are free fromblockages

3

PC30. Report any faults and problems to the appropriate person 2

Replenishsupplies in thetoilets andWashroom

PC31. Check that holders contain the correct amount of consumables 3

PC32. Check supplies and accessories in the toilets and washroom 2

PC33. Make sure that supplies and accessories are clean and free fromdamage

2

PC34. Replenish, replace and refill supplies as per organization procedure 3

PC35. Follow the manufacturers’ instructions correctly when refilling orreplacing items

2

PC36. Make sure the area has the right amount of consumables when workis finished

3

PC37. Report any stock shortages to the appropriate member of staff 3

Completeassigned floorand toilets &washroomcleaning duties

PC38. Ensure cleaning equipment is clean and in working order when workis finished taking appropriate action to deal with any items that arenot

2

PC39. Put everything back in the right place when work is finished 3

PC40. Remove or replace personal protective equipment followingworkplace

3

PC41. Ensure floor cleaning duties are conducted following workplaceprocedures and waste removed

2

PC42. Notify maintenance requirements of any damaged items toappropriate personnel

2

PC43. Complete and ensure checklists and records for housekeeping dutiesare maintained

2

PC44. Check work areas to ensure required workplace standards are met 3

TOTAL POINTS 100


Practical 70%THSC / N 0213 Clean furniture, upholstery, fittings and other vertical surfaces manually

Clean furnitureand upholstery

PC1. Remove loose dust and debris making sure it spreads as little aspossible

2

PC2. Examine the upholstered material to make sure that it is suitable forthe planned treatment, given the nature of the material and the type,position, form and amount of soiling

4

PC3. Identify whether the material is colourfast and shrink-resistant for 4

furnishingsPC4. Soften ground-in soil and stains before trying to remove them 3

PC5. Apply the treatment safely, according to the manufacturer'sinstructions and without over- wetting or damaging the material

4

PC6. Examine the treated area and apply more treatment if it will help toremove the stain safely

2

PC7. Leave the material free of excess moisture and ground-in soil 3

PC8. Make sure that furnished areas are free from unpleasant smells 3

PC9. Choose a cleaning agent and equipment appropriate for the marks,surface and type of dirt on the furniture

4

PC10. Scrape off anything that is stuck on to the furniture and fittings 3

PC11. Mix and apply the cleaning agent/solution smoothly and evenly 3

PC12. Leave the surface clear of the marks that can be reached and spotcleaned

3

PC13. Leave the surfaces dry and free of smears and dirt , when work isfinished

3

PC14. Put everything back in the right place when work is finished 3

PC15. Report any marks that cannot be reached or spot cleaned to theperson in charge

2

PC16. Deal with cleaning equipment correctly after use 3

PC17. Sort out and handle the waste safely and according to instructions 2

PC18. Make sure that waste containers are taken safely to the rightcollection/ disposal point

3

PC19. Leave the surface clear of the marks that can be reached and spotcleaned

3

Clean verticalspaces, fittingsand internalglass spaces

PC20. Loosen dirt that is stuck on to the glass surface without causingdamage

2

PC21. Remove loose dust and debris first making sure it spreads as little aspossible

2

PC22. Clean walls (interior) so they are free from dust, cobwebs, dirt,grease, spots and stains

4

PC23. Choose a cleaning agent and equipment that are right for the surfaceand type of dirt

3

PC24. Follow manufacturer's instructions correctly when one mixes andapply the cleaning agent

2

PC25. Apply cleaning agents to fixtures and lights and ensure they are cleanand workable

4

PC26. Check that heating, lighting and ventilation systems are set correctlyafter cleaning

3

PC27. Rub off the dirt thoroughly from the glass surface and remove itwithout damaging the surface

3

PC28. Put everything back in the right place when one have finishedefficiently, 100correctly and safely

3

PC29. Collect and segregate waste according to instruction without causingany spillage or clutter

2

Clean desktops,workstations andoffice area

PC30. Clean the area at regular intervals with appropriate dusters 3

PC31. Use appropriate dusters and chemicals for cleaning workstation,desktops, printer, telephones etc.

3

PC32. Ensure that papers and documents are kept in order on theworkstation

3

PC33. Ensure sound-proof cleaning 3

PC34. Avoid cleaning at peak working hours 3

TOTAL POINTS 100


Practical 70%

THC / N 0216 Maintain area neat and tidy

Keep areas neat,tidy and in goodorder

PC1. Empty waste containers and dispose of waste correctly 5

PC2. Arrange furniture neatly 7

PC3. Keep displays neat, tidy and up-to-date 7

PC4. Spot and report any faults e.g. Lights not working, damage tofurniture and fixtures etc. In the area to the appropriate member ofstaff

5

PC5. Regularly and discreetly check that the areas are clean, tidy and freefrom obstructions in line with company safety and security policies

7

PC6. Identify and report anything that needs specialist maintenance 5

PC7. Report any items which are found lying unclaimed 10Maintain upkeep PC8. Choose the right cleaning equipment and materials for the area being

cleaned

7

PC9. When necessary, put up hazard warning signs 7

PC10. When necessary, wear protective clothing 5

PC11. Clean off dust, dirt, debris and removable marks from the surfacesbeing cleaned

6

PC12. Store the cleaning equipment correctly and safely after use 6


5

Completeassignedhousekeepingduties andreporting

PC14. Conduct assigned cleaning duties following workplace procedures andensure the area is neat and tidy

7

PC15. Report any lost and found property to authorized person as perprocedure

7


TOTAL POINTS 100


Practical 70%THSC / N 0218 Clean pantry and canteen area

PC1. Identify and assess different kinds of surfaces and equipments to becleaned

5

PC2. Apply cleaning agents as per surface area 6

PC3. Ensure all electrical switches for equipments are switched off beforecleaning

9

PC4. Clean different accessories of the kitchen using standard operatingprocedures as per the establishment requirements and without anydamage

8

PC5. Clean canteen floor, tables and chairs without leaving any food orspillage on the floor

7

PC6. Mop the area meant for drinking water frequently and replenishglasses and water as and when needed

7

PC7. Perform cleaning of equipments, as per the standard operatingprocedures or manufacturers guidelines

8

PC8. Ensure clearing of any spillage 6

PC9. Inform first-line supervisor for any replacements or dangers identified 7

in the kitchenPC10. Ensure hygiene as per unit procedures 8

PC11. Collect kitchen waste & garbage for disposal, as per establishmentprocedures

6

Completeassignedhousekeepingduties andreporting

PC12. Conduct assigned housekeeping duties are conducted followingworkplace procedures and ensure removal of waste

6


6

PC14. Complete and ensure checklists and records for housekeeping dutiesare maintained

5


TOTAL POINTSPercentage for Assessment : Theory 30%

Practical 70%THSC / N 0217 Collect and dispose waste properlyRemove andsegregate waste

PC1. Wear appropriate protective clothing as required for the wasteinvolved

8

PC2. Remove waste from the areas cleaning safely and according toregulations, instructions and good practice

7

PC3. Collect waste according to instruction without causing any spillage orclutter

7

PC4. Sort out and segregate waste according to type, making sure it ishandled safely

8

PC5. Reduce the volume of waste by breaking down, compressing orshredding as required

6

PC6. Pack waste and store in appropriate waste containers/ assigned bins 8

PC7. Clean the waste bins if dirty 7

PC8. Change waste bags regularly and promptly when full and to avoid foulsmell

7

PC9. Keep waste areas and its contents clean, tidy and sanitized at alltimes

7

PC10. Make sure that sites of cleaning operations are clear of waste that isnot to be left at the site

7

PC11. Make sure that waste containers are taken safely to the allocatedcollection point and made secure where necessary

7

PC12. Complete records to maintain a waste audit trail in line with the unitprocedures

6

PC13. Identify and report problems associated with the collection andstorage of waste according to company procedures

7

PC14. Follow the legal and regulatory requirements, health and safety,hygiene and environmental standards and instructions

8

TOTAL POINTS 100


Practical 70%

THSC / N 0207 Report, record and prepare documentation

Fill up checklistsand registers asper procedure

PC1. Fill up checklists for assigned work areas to record status of work asper procedure and timelines prescribed

5

PC2. Fill up checklists for equipment and machines provided forserviceability and maintenance

5

PC3. Fill up register or requisition for requirement of housekeepingsupplies

5

PC4. Fill up register to record attendance as per duty roster 4

PC5. Fill up description of work carried out during the shift 6

PC6. Record unfinished tasks in the log book 6

PC7. Record deviations from the SOP, if any, in the log book 6

PC8. Report any lost and found belongings 5

PC9. Report any incidents and accidents which need to be brought to thenotice of superiors

5

PC10. Ensure that the report draws valid conclusions from the presenteddata

4

PC11. Adopt the most suitable method of presentation 4Recordescalations andunresolvedproblems in thelog book

PC12. Record unresolved issues and other escalations in the log book 5

PC13. Record jobs related problems to supervisor for support 6PC14. Monitor the problem and keep the supervisor informed about

progress or any delays in resolving the problem4

PC15. Refer the problem to a competent internal specialist if it cannot beresolved

6

Prepare reportsand documents

PC16. Prepare regular reports and documents as required by organization’sprocedures e.g. Occupancy report, duty roster etc

5

PC17. Prepare special reports as required from time to time by themanagement, e.g. Monthly consumption report of amenities etc.

5

PC18. Ensure that the report includes all necessary information and isaccurate, clear and concise

5

PC19. Ensure the presentation of results conforms to relevant procedurescarried out

5

PC20. Present the report to the relevant people within agreed timescales,using appropriate templates and formats

4

TOTAL POINTS 100


Practical 60%THC / N 0901 Give a positive impression of oneself and the organizationEstablisheffective rapportwith customers

PC1. Meet organisation's standards of appearance and behaviour 6PC2. Greet customers respectfully and in a friendly manner 6PC3. Communicate with customers in a way that makes them feel valued

and respected

5

PC4. Treat customers courteously and helpfully at all times 5

PC5. Keep customers informed and reassured 5

PC6. Adapt behaviour to respond effectively to different customerbehaviour

5

Respondappropriately tocustomers

PC7. Respond promptly to a customer seeking help 5

PC8. Choose the most appropriate way to communicate with customers 5

PC9. Check with customers that their expectations have been fullyunderstood

6

PC10. Respond promptly and positively to customers' queries andcomments

6

PC11. Allow customers time to consider the response and give furtherexplanation when appropriate

5

Communicateinformation to

PC12. Quickly find information that will help the customer 6

PC13. Give customer information they need about the services or products 5

customers offered by the organization

PC14. Recognize information that customers might find complicated andcheck whether they fully understand

5

PC15. explain clearly to the customers any reasons why their needs orexpectations cannot be met

5

Escalations ofunresolvedproblems as perprotocol

PC16. Refer the problem to a competent person/supervisor as per protocolif it cannot be resolved by the helpdesk

5

PC17. Obtain help or advice from supervisor/authorized person as perprotocol if the problem is outside his/her area of

Competence or experience

4

Provide Interimfeedback tocustomer, in caseof delays

PC18. Monitor the problem and keep the customer informed about progressor any delays in resolving the problem

5

ProcessCompliances

PC19. Comply with relevant legislation, standards, policies and procedures 6

TOTAL POINTS 100Percentage for Assessment : Theory 35%

Practical 65%THC / N 0902 Work effectively with others

Working withothers

PC1. Communicate with other people clearly and effectively 6PC2. Integrate one’s work with other people’s work effectively 8

PC3. Receive information and instructions accurately from the supervisorand fellow workers, getting clarification where required

5

PC4. Pass on accurate information to authorized persons who require itand within agreed timescale and confirm its receipt

6

PC5. Pass on essential information to other people on timely basis 6

PC6. Consult with and assist others to maximize effectiveness andefficiency in carrying out tasks

7

PC7. Work in a way that shows respect for other people 6

PC8. Carry out any commitments made to other people 8

PC9. Identify any problems with team members and other people and takethe initiative to solve these problems

6

PC10. Follow the organisation’s policies and procedure 6

PC11. Display helpful behavior by assisting others in performing tasks in apositive manner

6

PC12. Display active listening skills while interacting with others at work 6

PC13. Use appropriate tone, pitch and language to convey politeness,assertiveness, care and professionalism

8

PC14. Demonstrate responsible and disciplined behaviors at the workplace 8

PC15. Escalate grievances and problems to appropriate authority as perprocedure to resolve them and avoid conflict

8

TOTAL POINTS 100


Practical 70%THC / N 0903 Maintain a safe, hygienic and secure working environment

Maintainpersonal healthand hygiene

PC1. Maintain personal health and hygiene 2

PC2. Wear clean, smart and appropriate clothing, footwear and headgear 3

PC3. Keep hair neat and tidy and wear it in line with the organization’sstandards

2

PC4. Make sure any jewellery, perfume and cosmetics are in line with theorganization’s standards

2

PC5. Follow health and hygiene procedures in all the work at all times 3Maintain safeand secureenvironment

PC6. Keep a look out for hazards in the workplace 4

PC7. Identify any hazards or potential hazards and deal with these correctly 4

PC8. Report any accidents or near accidents quickly and accurately to theproper person

3

PC9. Follow safety procedures at the workplace 3

PC10. Practice emergency procedures correctly 4

PC11. Follow the organization’s security procedure 4

PC12. Use protective clothing/equipment for specific tasks & workconditions

3

PC13. Identify job-site hazardous work and state possible causes of risk oraccident in the workplace

3

PC14. Carry out safe working practices while dealing with hazards to ensurethe safety of self and others state methods of accident prevention inthe work environment of the job role

3

PC15. Inspect for faults, set up and safely use steps and ladders in generaluse

3

PC16. Lift heavy objects safely using correct procedures 3

PC17. Apply good housekeeping practices at all times 3

PC18. Identify common hazard signs displayed in various areas 2

PC19. Retrieve and/or point out documents that refer to safety at workplace 2Fire safety PC20. Use appropriate fire extinguishers on different types of fires correctly 3

PC21. Demonstrate rescue techniques applied during fire hazard 3

PC22. Demonstrate good housekeeping in order to prevent fire hazards 3PC23. Demonstrate the correct use of a fire extinguisher 3

Emergencies,rescue and first-aid procedures

PC24. Demonstrate how to free a person from electrocution, as per laiddown procedure

4

PC25. Administer appropriate first aid to victims where required eg. In caseof bleeding, burns, choking, electric shock, poisoning etc.

4

PC26. Demonstrate basic techniques of bandaging 2

PC27. Respond promptly and appropriately to an accident situation ormedical emergency in real or simulated environments

3

PC28. Perform and organize loss minimization or rescue activity during anaccident in real or simulated environments

3

PC29. Administer first aid to victims in case of a heart attack or cardiacarrest due to electric shock, before the arrival of emergency servicesin real or simulated cases

3

PC30. Demonstrate the artificial respiration and the CPR Process 4

PC31. Participate in emergency procedures 3

PC32. Complete a written accident/incident report or dictate a report toanother person, and send report to person responsible

2

PC33. Demonstrate correct method to move injured people and othersduring an emergency

4

TOTAL POINTS 100Percentage for Assessment : Theory 30%

Practical 70%