Tiêu chuẩn nghề Du lịch Việt Nam - Housekeeping Operations (Phần 1)

Nội dung text: Tiêu chuẩn nghề Du lịch Việt Nam - Housekeeping Operations (Phần 1)

1. MINISTRY OF CULTURE, SPORTS AND TOURISM VIETNAM NATIONAL ADMINISTRATION OF TOURISM VIETNAM TOURISM OCCUPATIONAL STANDARDS HOUSEKEEPING OPERATIONS Hanoi, 2015
2. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS ACKNOWLEDGEMENTS: The Vietnam Tourism Occupational Standards for Housekeeping Operations were developed by the EU-funded “Environmentally & Socially Responsible Tourism Capacity Development Programme” (ESRT Programme) on behalf of Ministry of Culture, Sports and Tourism/Vietnam National Administration of Tourism. The content was developed by a team of international and local experts with support from technical working groups, government departments, the tourism industry and local colleges. ESRT would sincerely like to thank all individuals and groups for their valued contributions to the development of these materials with special mention to the • Ministry of Culture, Sports and Tourism (MCST) • Ministry of Labour, Invalids and Social Affairs (MOLISA) • Ministry of Education and Training (MOET) • Vietnam National Administration of Tourism (VNAT) • Vietnam Tourism Certification Board (VTCB) • Hotel and Travel Associations and members • Delegation of the European Union to Vietnam © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 5
3. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS GLOSSARY ITEM DEFINITION Assessment The process of making judgements about the extent to which a candidate’s work meets the assessment criteria for a qualification or unit, or part of a unit Assessment criteria Assessment criteria list the performance/skills and knowledge and understanding that need to be assessed Assessment methods VTOS allows a variety of assessment methods that are appropriate for different types of performance or knowledge Assessor An experienced person who is qualified to assess the performance of the candidate and usually from the same area of work, e.g. Front Office Supervisor Assessor guide A guide for assessors on how to assess the candidate and how to record and document the candidate performance and knowledge Attitudes/behaviours Attitudes and behaviours impact on the quality of work performance and so these are important aspects of ‘being competent.’ Attitudes and behaviours describe the general ways in which individuals go about achieving the outcomes Certification The award of a certificate or diploma to a candidate based on assessment of performance Competency Competency is the ability to apply specific skills, knowledge and behaviours/attitudes necessary to fulfil the job requirements satisfactorily Core units Core units include basic competencies that all employees must possess (e.g. communication skills) Functional units Functional (technical/professional) units relate to the hospitality or tourism job itself Generic units Generic competencies are those competencies that are common to a group of jobs such as cookery or travel Management units These are the generic competencies for roles in an organization that involve managing, supervising or influencing the work of others in some way. Standards Occupational standards define the knowledge, skills and attitudes/behaviours (competence) required for effective workplace performance Unit of competence A unit is the smallest part of a qualification can be certified individually VTOS Vietnam Tourism Occupational Standards 6 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
4. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONTENTS ACKNOWLEDGEMENTS 5 GLOSSARY 6 CONTENTS 7 I. INTRODUCTION 9 VTOS DEVELOPMENT METHODOLOGY 9 VTOS LEVELS AND QUALIFICATIONS 10 VTOS COMPETENCY UNITS 11 UNIT STRUCTURE 12 II. HOUSEKEEPING OPERATIONS OCCUPATIONAL 14 LIST OF UNITS OF COMPETENCE 15 HOUSEKEEPING OPERATIONS QUALIFICATIONS 17 III. DETAILED STANDARDS 21 HKS1.1. UNIT TITLE: ARRANGE TROLLEY AND EQUIPMENT 21 HKS1.2. UNIT TITLE: SERVICE A GUEST ROOM 23 HKS1.3. UNIT TITLE: SERVICE PUBLIC AREAS, FACILITIES AND EQUIPMENT 26 HKS1.4. UNIT TITLE: CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT 29 HKS1.5. UNIT TITLE: HANDLE GUEST LAUNDRY 32 HKS1.6. UNIT TITLE: PROVIDE A HOTEL LINEN SERVICE 34 HKS2.1. UNIT TITLE: PROVIDE HOUSEKEEPING SERVICES 36 HKS2.2. UNIT TITLE: OPERATE A HOTEL LAUNDRY 38 HKS2.3. UNIT TITLE: APPLY RESPONSIBLE HOUSEKEEPING PRACTICES 40 HKS3.1. UNIT TITLE: MONITOR HOUSEKEEPING OPERATIONS 42 HKS3.2. UNIT TITLE: MANAGE A HOTEL LINEN SERVICE 45 HRS3. UNIT TITLE: CONDUCT A STAFF PERFORMANCE REVIEW 47 HRS7. UNIT TITLE: PROVIDE ON-THE-JOB COACHING 50 HRS8. UNIT TITLE: DELIVER A GROUP TRAINING SESSION 53 HRS9. UNIT TITLE: QUALITY ASSURE WORK IN YOUR TEAM 56 HRS10. UNIT TITLE: PLAN, ALLOCATE AND MONITOR WORK OF A TEAM 59 GAS5. UNIT TITLE: PLAN, MANAGE AND CONDUCT MEETINGS 63 SCS2. UNIT TITLE: MANAGE INCIDENTS AND EMERGENCIES 66 SCS3. UNIT TITLE: OPERATE BASIC SECURITY EQUIPMENT 69 HKS4.1. UNIT TITLE: MANAGE HOUSEKEEPING OPERATIONS 73 HRS1. UNIT TITLE: IDENTIFY STAFF DEVELOPMENT NEEDS 75 HRS4. UNIT TITLE: INITIATE AND FOLLOW DISCIPLINARY PROCEDURES 78 HRS5. UNIT TITLE: RECRUIT, SELECT AND RETAIN STAFF 82 HRS6. UNIT TITLE: HANDLE STAFF GRIEVANCES AND RESOLVE PROBLEMS 86 HRS11. UNIT TITLE: IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PRACTICES 89 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 7
5. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS FMS1. UNIT TITLE: PREPARE BUDGETS 92 FMS2. UNIT TITLE: PROCURE PRODUCTS OR SERVICES 95 CMS1. UNIT TITLE: MANAGE QUALITY SERVICE AND CUSTOMER SATISFACTION 98 GAS1. UNIT TITLE: MANAGE PHYSICAL RESOURCES 102 GAS4. UNIT TITLE: MONITOR, CONTROL AND ORDER NEW STOCK 105 GAS6. UNIT TITLE: MANAGE DAILY OPERATIONS 108 SCS1. UNIT TITLE: MAINTAIN HOTEL SECURITY 110 RTS4.8. UNIT TITLE: APPLY RESPONSIBLE TOURISM TO ACCOMMODATION SERVICES 113 GAS2. UNIT TITLE: OPTIMISE EFFECTIVE USE OF TECHNOLOGY 117 GAS3. UNIT TITLE: ESTABLISH POLICIES AND PROCEDURES 120 SCS4. UNIT TITLE: PLAN AND CONDUCT AND EVACUATION OF PREMISES 123 COS1. UNIT TITLE: USE THE TELEPHONE IN THE WORKPLACE 126 COS2. UNIT TITLE: WORK EFFECTIVELY WITH OTHERS 128 COS3. UNIT TITLE: COMPLETE ROUTINE ADMINISTRATIVE TASKS 130 COS4. UNIT TITLE: USE ENGLISH AT A BASIC OPERATIONAL LEVEL 132 COS5. UNIT TITLE: MAINTAIN INDUSTRY KNOWLEDGE 134 COS6. UNIT TITLE: PROVIDE BASIC FIRST AID 136 COS7. UNIT TITLE: PROVIDE SAFETY AND SECURITY 139 COS8. UNIT TITLE: RESPOND TO EMERGENCIES 142 COS10. UNIT TITLE: USE COMMON BUSINESS TOOLS AND TECHNOLOGY 145 GES1. UNIT TITLE: PREPARE FOR WORK 147 GES2. UNIT TITLE: RECEIVE AND RESOLVE COMPLAINTS 150 GES3. UNIT TITLE: CLOSE DOWN THE SHIFT 152 GES5. UNIT TITLE: ORDER AND RECEIVE NEW STOCKS 154 GES7. UNIT TITLE: MAINTAIN DOCUMENT FILING AND RETRIEVAL SYSTEMS 157 GES9. UNIT TITLE: DEVELOP GUEST RELATIONSHIPS 159 GES10. UNIT TITLE: PREPARE AND PRESENT REPORTS 161 GES13. UNIT TITLE: MONITOR FACILITIES AND OPERATIONS TO ENSURE CHILD PROTECTION 164 GES14. UNIT TITLE: PREVENT, CONTROL AND FIGHT FIRES 166 GES15. UNIT TITLE: DEAL WITH INTOXICATED AND UNAUTHORIZED PERSONS 168 GES16. UNIT TITLE: PREPARE BUSINESS DOCUMENTS IN ENGLISH 170 8 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
6. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS I. INTRODUCTION With the aim to help meet the needs for a qualified workforce for the tourism industry in Vietnam, the EU-funded, Environmentally & Socially Responsible Tourism Capacity Development Programme (ESRT) was tasked to revise the Vietnam Tourism Occupational Skills Standards (VTOS) which were originally developed under the EU-funded Human Resource Development in Tourism Project (HRDT). The revised VTOS have been developed and benchmarked against international occupational standards and ASEAN Common Competency Standards for Tourism Professionals (ACCSTP) and will satisfy the requirements of the ASEAN Mutual Recognition Arrangement for Tourism Professionals (MRA-TP). Occupational Standards refer to the agreed minimum best practice for jobs in the tourism/hospitality industry, and include the statutory (legal, health, safety, security) requirements. They specify what a person should know and do, as well as the way they do their work, in order to carry out the functions of a particular job in the context of the work environment. VTOS covers two major divisions within the tourism sector (hospitality and travel) with six key occupational areas in line with ASEAN: Hospitality Division (Front Office Operations, Housekeeping Operations, Food & Beverage Service, Food Preparation) and Travel Division (Travel & Tour Operations, Tour Guiding). VTOS also includes four specialist areas (Hotel Management, Small Accommodation Operations, On-site Tour Guiding, and Tourist Boat Service) to meet the unique requirements of Vietnam tourism industry. VTOS units of competence have been grouped to provide a range of industry-relevant qualifications/job titles from basic to advanced levels and also a number of diplomas suitable for college teaching, therefore making it relevant for the industry and the formal education sector. VTOS can be used by: Hospitality and travel companies to set a standard for how the work of their employees should be completed. VTOS units can be used for training staff in the key skills and job functions for a range of skills. In addition VTOS can be used to assess the performance of staff against the standards. Organizations can arrange to register their staff with an assessment centre to formally recognise or assess their skills and gain a certificate. Colleges and training organisations to design their hospitality or tourism curriculum. VTOS clearly specifies the skills, knowledge and behaviours required for particular jobs in the industry. VTOS units can be compiled to provide a curriculum for a range of education and training courses or programmes. VTOS DEVELOPMENT METHODOLOGY VTOS was prepared by conducting a detailed functional analysis of hospitality and tourism jobs with a technical working group of industry experts to identify the key competencies needed for jobs for the tourism sector. The functional analysis provides an accurate and detailed separation of the functions which have to be carried out in order to achieve the key purpose of the sector, occupation or area of work. A review of Vietnam tourism qualifications and occupational standards has been conducted via a national Training Needs Assessment (TNA). The outcome of the TNA identified areas of skills shortages and defined skills requirements and competencies that will be required of tourism professionals. Six occupational areas identified by ASEAN and the previous Vietnam Tourism Occupational Skills Standards were then used as a baseline to verify the findings of the functional analysis, and the competencies identified by the Technical Working Groups were then benchmarked against international standards to ensure any gaps were filled. The VTOS were then developed using an international occupational standards approach which developed the contents of the standards as competencies in a format compatible with ASEAN. The units of competence include a unit title, the performance criteria, knowledge requirements, conditions of performance and variables, assessment criteria, assessment methods and references to ACCSTP. These competencies were then grouped into levels according to the ASEAN definition. VTOS units of competence were prepared by a team of international and Vietnamese subject experts. The units were reviewed by Technical Working Groups comprising industry practitioners and vocational trainers from local institutions. Feedback from these consultations have been incorporated, revised into the standards, and a selection of units have been piloted with trainees to ensure the level and content was appropriate for the job areas identified. © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 9
7. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS VTOS LEVELS AND QUALIFICATIONS VTOS consists of five qualification levels in six key occupational areas Level 5 (Advanced Diploma 5) Sophisticated, broad and specialised competence with senior management skills; Technical, creative, conceptual or managerial applications built around competencies of either a broad or specialised base and related to a broader organisational focus. Level 4 (Diploma 4) Specialised competence with managerial skills; Assumes a greater theoretical base and consists of specialised, technical or managerial competencies used to plan, carry out and evaluate work of self and/or team. Level 3 (Certificate 3) Greater technical competence with supervisory skills; More sophisticated technical applications involving competencies requiring increased theoretical knowledge, applied in a non-routine environment and which may involve team leadership and increased responsibility for outcomes. Level 2 (Certificate 2) Broad range of skills in more varied context with more responsibilities; Skilled operator who applies a broad range of competencies within a more varied work context and capable for working in groups, working independently in some cases and taking a significant responsibility for their own work results and products. Level 1 (Certificate 1) Basic, routine skills in a defined context; A base operational qualification that encompasses a range of functions/activities requiring fundamental operational knowledge and limited practical skills in a defined context. 10 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
8. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS VTOS COMPETENCY UNITS VTOS is structured in units of competence using a modular format so that it is flexible and easily adapted for different jobs, personnel and qualifications. It is suitable for use in small to medium enterprises, large hotels, tour operator and travel companies, as well as for use in colleges and educational institutions. It can be used as the basis for curriculum in colleges. In addition, VTOS includes units on Responsible Tourism suitable for a range of jobs from all occupations. In this way, VTOS has been developed with the flexibility required for a fast-growing tourism industry as well as the breadth required for a range of technical and highly professional jobs at a number of levels from entry level up to Senior Management level. VTOS consists of a range of units of competence that specify particular skills, knowledge and behaviours/attitudes necessary to fulfil the job requirements satisfactorily. Each job will consist of a blend of functional, core and generic units. • Functional (technical/professional) competencies are specific to roles or jobs within the tourism industry, and include the specific skills and knowledge (know-how) to perform effectively (e.g. food service, tour guiding etc.). • Core (common) competencies include the basic skills that most employees should possess (e.g., working with others, language and IT skills). These competencies are essential for anyone to do their job competently. • Generic (job related) competencies are those competencies that are common to a group of jobs. They often include general job competencies that are required in a number of occupations (e.g., health & safety), as well as job specific competencies that apply to certain occupations more than others (e.g., close the shift). • Management competencies are the generic competencies for roles in an organization that involve managing, supervising or influencing the work of others in some way. They may be specific to a job role (supervise housekeeping operations) or general to any supervisory/management role (arrange purchase of goods and services etc.). • Responsible tourism competencies are the specific skills required for the operation and management in the organisation for the enhancement of the quality of services and products towards a sustainable tourism development, operations and products of responsible tourism. Abbreviations for group of units COS Core Standards FBS Food & Beverage Service Standards GES Generic Standards FOS Front Office Operations Standards RTS Responsible Tourism Standards FPS Food Preparation Standards CMS Customer Service & Marketing Management HKS Housekeeping Operations Standards Standards FMS Financial Management Standards TBS Tourist Boat Service Standards GAS General Administration Management TGS Tour Guiding Standards Standards HRS Human Resource Management Standards TOS Travel & Tour Operation Standards SCS Security Management Standards © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 11
9. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS UNIT STRUCTURE The VTOS units of competence comprise the following: Unit Section Description Example Unit Number • Number of the unit e.g. FOS1.3 is Front FOS1.3 Office Operations Standard, Level 1, Unit 3 Unit Title • Title of the Unit PROVIDE GUEST SERVICES Unit Descriptor • Summary or overview of the unit This unit describes the competencies required by front office staff to interface of with guests in a number of varied situations, responding to their requirements and expectations with cultural and professional sensitivity to satisfy needs and resolve problems. Elements • Units are divided into two or more E1. Handle questions and requests elements that describe the activities the E2. Process safety deposit boxes person has to carry out. E3. Exchange foreign currency • Elements can provide structure to a E4. Handle guest disbursements complex function and break up long lists of Performance Criteria by presenting them in logical sections Performance • Performance Criteria should be observable E1. Handle questions and requests Criteria and measurable so they can be accurately P1. Answer guest questions and enquiries assessed. promptly and courteously and take personal • Performance (skills) will normally be responsibility for finding the answers assessed by observation (levels 1-3) or by P2. Assist guests in making bookings for documentary evidence of performance restaurants, conferences or banquets etc from the workplace, especially at P3. Compile a dossier of information commonly management level (levels 4-5). requested or likely to be asked for P4. Prepare local contact numbers and contact details for guest use P5. Knowledge • Units of competence include essential K1. Explain the benefits and alternatives for Requirements underpinning knowledge that enables the airline travel and associated travel means work to be done with understanding. such as trains, buses and taxis • Knowledge includes understanding of K2. Explain the procedure for travel facts, principles and methods which reservations, confirmations and how to ensure that the person who measures up enquire about regarding flight status to the standard can be effective in other K3. Describe the procedures for issuing, organisations, related job roles and work allowing access to and closing a safety contexts and be better placed to deal with deposit box the unusual or unexpected. K4. Describe the steps in exchanging currency • Each knowledge item will normally be for a guest assessed by oral or written questioning. 12 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
10. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS Unit Section Description Example Conditions of • Conditions of performance and variables 4. Cash disbursements may include: performance takes account of the fact that the real • Paid-out as a reverse cash transaction in and variables world contains many variables, and the the cash account folio debiting the guest units should cover these (e.g. in a hotel, a account receptionist may encounter many different • A cash receipt docket signed by the guest types of customer and different hotels may and retained in the folio bin provide different facilities). • In certain establishment supervisory • Rather than include these differences in authorisation may be required for such the performance criteria, the range of transactions with limits applying variables will identify different types of activities and conditions under which the performance could take place. Assessment This section specifies theamount and type Evidence of the following is required: Guide of evidence needed to show that the trainee/ 1. At least three different requests or issues learner has met the standards specified in the handled accurately and satisfactorily performance criteria and in all the 2. At least two safety deposit boxes issued circumstances defined in the evidence of according to procedures achievement. 3. At least three foreign currency transactions • Evidence of the candidate’s performance, handled accurately according to procedures knowledge, understanding and skills needs 4. At least two guest disbursements made to be recorded and examined for quality according to procedures control purposes. • This is often presented in a folder known Assessment must ensure: as a portfolio of evidence or in a passbook. • Access to an actual workplace or simulated • Assessment needs to be cost effective and environment time efficient to be sustainable. • Access to office equipment and resources • All assessment needs to be internally • Documentation of guest transactions as verified by an assessment centre to ensure evidence of performance it is valid, current, rigorous and objective. Assessment The main assessment methods for VTOS This unit may be assessed on or off the job Methods include: • Assessment can include evidence and • Assessors observing trainees at work (or, documentation from the workplace or in some cases, under realistic simulated through a simulation activity, supported by conditions) a range of methods to assess underpinning • Trainees supplying examples of records knowledge and documents that show they work to the • Assessment must relate to the individual’s standard work area or area of responsibility • Line managers and supervisors providing The following methods may be used to assess: statements about the trainee’s work • Case studies • Candidate answering questions from their • Observation of practical candidate assessors or completing written tests performance • Oral and written questions • Documentation from the workplace • Problem solving • Role plays • Third party reports completed by a supervisor • Project and assignment work Relevant • The relevant job roles/job titles for which Front Desk Officer, FO Clerk, Guest Service Occupations the unit is appropriate Agent, Receptionist, Front Office Supervisor ACCSTP • Cross-reference to the relevant standard DH1.HFO.CL2.03 1.8, 3.6, 4.2 References from (ASEAN Common Competency Standards for Tourism Professionals), if available © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 13
11. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS II. HOUSEKEEPING OPERATIONS OCCUPATIONS VTOS for Housekeeping Operations cover all housekeeping jobs from Housekeeper to Executive Housekeeper and Rooms Division Manager. The VTOS housekeeping standards have also taken account of local hotel operations. Typical jobs include: Executive Housekeeper, Assistant Housekeeper, Housekeeping team member, Room Attendant, Cleaner, Linen porter etc. Executive Housekeeper: Reporting to the Rooms Division Manager, the Executive Housekeeper contributes to guest comfort and ensures the daily cleaning and tidying of all the hotel bedrooms and any public areas. They also monitor the financial performance of the Housekeeping department operation and the efficiency of the linen service. They ensure the department operates effectively on a day to day basis, ensuring company standards are met and delivered consistently with attention to detail. This includes ensuring shift controls and procedures are adhered to. Assistant Housekeeper: Contributes to guest comfort and ensures the daily cleaning and tidying of all the hotel bedrooms and any public areas. They also monitor the operation efficiency of the linen service and ensure that high standards of cleanliness are maintained throughout the hotel, with the supervision and inspection of all guest rooms and areas. Housekeeping Team Member (sometimes called Room Attendant, Cleaner or Housekeeper): Is responsible for cleaning and tidying the hotel bedrooms. In doing so, they must do the domestic work required, including changing the bedclothes and cleaning and replenishing the bathroom, checking the general condition of the room and notifying the Assistant Housekeeper of any malfunction or damage. They are also responsible for the linen and equipment supplied. Linen Porter: Responsible for maintaining the hotel’s stock of linen and supplying and maintaining staff uniforms. 14 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
12. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS LIST OF UNITS OF COMPETENCE Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 1 HKS1.1 ARRANGE TROLLEY AND EQUIPMENT  2 HKS1.2 SERVICE A GUEST ROOM  SERVICE PUBLIC AREAS, FACILITIES AND 3 HKS1.3  EQUIPMENT 4 HKS1.4 CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT  5 HKS1.5 HANDLE GUEST LAUNDRY  6 HKS1.6 PROVIDE A HOTEL LINEN SERVICE  7 HKS2.1 PROVIDE HOUSEKEEPING SERVICES  8 HKS2.2 OPERATE A HOTEL LAUNDRY  9 HKS2.3 APPLY RESPONSIBLE HOUSEKEEPING PRACTICES  10 HKS3.1 MONITOR HOUSEKEEPING OPERATIONS  11 HKS3.2 MANAGE A HOTEL LINEN SERVICE  12 HRS3 CONDUCT A STAFF PERFORMANCE REVIEW  13 HRS7 PROVIDE ON-THE-JOB COACHING  14 HRS8 DELIVER A GROUP TRAINING SESSION  15 HRS9 QUALITY ASSURE WORK IN YOUR TEAM  16 HRS10 PLAN, ALLOCATE AND MONITOR WORK OF A TEAM  17 GAS5 PLAN, MANAGE AND CONDUCT MEETINGS  18 SCS2 MANAGE INCIDENTS AND EMERGENCIES  19 SCS3 OPERATE BASIC SECURITY EQUIPMENT  20 HKS4.1 MANAGE HOUSEKEEPING OPERATIONS  21 HRS1 IDENTIFY STAFF DEVELOPMENT NEEDS  22 HRS4 INITIATE AND FOLLOW DISCIPLINARY PROCEDURES  23 HRS5 RECRUIT, SELECT AND RETAIN STAFF  HANDLE STAFF GRIEVANCES AND RESOLVE 24 HRS6  PROBLEMS IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY 25 HRS11  PRACTICES 26 FMS1 PREPARE BUDGETS  27 FMS2 PROCURE PRODUCTS OR SERVICES  MANAGE QUALITY SERVICE & CUSTOMER 28 CMS1  SATISFACTION 29 GAS1 MANAGE PHYSICAL RESOURCES  30 GAS4 MONITOR, CONTROL AND ORDER NEW STOCK  31 GAS6 MANAGE DAILY OPERATIONS  32 SCS1 MAINTAIN HOTEL SECURITY  APPLY RESPONSIBLE TOURISM TO 33 RTS4.8  ACCOMMODATION SERVICES 34 GAS2 OPTIMISE EFFECTIVE USE OF TECHNOLOGY  35 GAS3 ESTABLISH POLICIES AND PROCEDURES  PLAN AND CONDUCT AND EVACUATION OF 36 SCS4  PREMISES 37 COS1 USE THE TELEPHONE IN THE WORKPLACE  © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 15
13. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 38 COS2 WORK EFFECTIVELY WITH OTHERS  39 COS3 COMPLETE ROUTINE ADMINISTRATIVE TASKS  40 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  41 COS5 MAINTAIN INDUSTRY KNOWLEDGE  42 COS6 PROVIDE BASIC FIRST AID  43 COS7 PROVIDE SAFETY AND SECURITY  44 COS8 RESPOND TO EMERGENCIES  USE COMMON BUSINESS TOOLS AND 45 COS10  TECHNOLOGY 46 GES1 PREPARE FOR WORK  47 GES2 RECEIVE AND RESOLVE COMPLAINTS  48 GES3 CLOSE DOWN THE SHIFT  49 GES5 ORDER AND RECEIVE NEW STOCKS  MAINTAIN DOCUMENT FILING AND RETRIEVAL 50 GES7  SYSTEMS 51 GES9 DEVELOP GUEST RELATIONSHIPS  52 GES10 PREPARE AND PRESENT REPORTS  MONITOR FACILITIES AND OPERATIONS TO ENSURE 53 GES13  CHILD PROTECTION 54 GES14 PREVENT, CONTROL AND FIGHT FIRES  DEAL WITH INTOXICATED AND UNAUTHORIZED 55 GES15  PERSONS 56 GES16 PREPARE BUSINESS DOCUMENTS IN ENGLISH  16 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
14. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS HOUSEKEEPING OPERATIONS QUALIFICATIONS Cert No Occupational Qualifications (aimed at industry) Level CHK1 Certificate in Housekeeping 1 CHK2 Certificate in Housekeeping 2 CHKS3 Certificate in Housekeeping Supervision 3 DEH4 Diploma in Executive Housekeeping 4 CHK1 - Certificate in Housekeeping Level 1 (16 Units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 1 HKS1.1 ARRANGE TROLLEY AND EQUIPMENT  2 HKS1.2 SERVICE A GUEST ROOM  3 HKS1.3 SERVICE PUBLIC AREAS, FACILITIES AND EQUIPMENT  4 HKS1.4 CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT  5 HKS1.5 HANDLE GUEST LAUNDRY  6 HKS1.6 PROVIDE A HOTEL LINEN SERVICE  7 COS1 USE THE TELEPHONE IN THE WORKPLACE  8 COS2 WORK EFFECTIVELY WITH OTHERS  9 COS3 COMPLETE ROUTINE ADMINISTRATIVE TASKS  10 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  11 COS5 MAINTAIN INDUSTRY KNOWLEDGE  12 COS7 PROVIDE SAFETY AND SECURITY  13 COS8 RESPOND TO EMERGENCIES  14 GES1 PREPARE FOR WORK  15 GES3 CLOSE DOWN THE SHIFT  MONITOR FACILITIES AND OPERATIONS TO ENSURE 16 GES13  CHILD PROTECTION © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 17
15. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CHK2 - Certificate in Housekeeping Level 2 (23 Units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 1 HKS1.1 ARRANGE TROLLEY AND EQUIPMENT  2 HKS1.2 SERVICE A GUEST ROOM  3 HKS1.3 SERVICE PUBLIC AREAS, FACILITIES AND EQUIPMENT  4 HKS1.4 CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT  5 HKS1.5 HANDLE GUEST LAUNDRY  6 HKS1.6 PROVIDE A HOTEL LINEN SERVICE  7 HKS2.1 PROVIDE HOUSEKEEPING SERVICES  8 HKS2.2 OPERATE A HOTEL LAUNDRY  9 HKS2.3 APPLY RESPONSIBLE HOUSEKEEPING PRACTICES  10 COS1 USE THE TELEPHONE IN THE WORKPLACE  11 COS2 WORK EFFECTIVELY WITH OTHERS  12 COS3 COMPLETE ROUTINE ADMINISTRATIVE TASKS  13 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  14 COS5 MAINTAIN INDUSTRY KNOWLEDGE  15 COS6 PROVIDE BASIC FIRST AID  16 COS7 PROVIDE SAFETY AND SECURITY  17 COS8 RESPOND TO EMERGENCIES  18 GES1 PREPARE FOR WORK  19 GES2 RECEIVE AND RESOLVE COMPLAINTS  20 GES3 CLOSE DOWN THE SHIFT  21 GES9 DEVELOP GUEST RELATIONSHIPS  MONITOR FACILITIES AND OPERATIONS TO ENSURE 22 GES13  CHILD PROTECTION 23 GES14 PREVENT, CONTROL AND FIGHT FIRES  18 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
16. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CHKS3 - Certificate in Housekeeping Supervision Level 3 (18 Units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 1 HKS3.1 MONITOR HOUSEKEEPING OPERATIONS  2 HKS3.2 MANAGE A HOTEL LINEN SERVICE  3 HRS3 CONDUCT A STAFF PERFORMANCE REVIEW  4 HRS7 PROVIDE ON-THE-JOB COACHING  5 HRS8 DELIVER A GROUP TRAINING SESSION  6 HRS9 QUALITY ASSURE WORK IN YOUR TEAM  7 HRS10 PLAN, ALLOCATE AND MONITOR WORK OF A TEAM  8 GAS5 PLAN, MANAGE AND CONDUCT MEETINGS  9 SCS2 MANAGE INCIDENTS AND EMERGENCIES  10 SCS3 OPERATE BASIC SECURITY EQUIPMENT  11 COS1 USE THE TELEPHONE IN THE WORKPLACE  12 COS2 WORK EFFECTIVELY WITH OTHERS  13 COS5 MAINTAIN INDUSTRY KNOWLEDGE  14 GES2 RECEIVE AND RESOLVE COMPLAINTS  15 GES3 CLOSE DOWN THE SHIFT  16 GES5 ORDER AND RECEIVE NEW STOCKS  17 GES9 DEVELOP GUEST RELATIONSHIPS  MONITOR FACILITIES AND OPERATIONS TO ENSURE 18 GES13  CHILD PROTECTION © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 19
17. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS DEH4 - Diploma in Executive Housekeeping Level 4 (30 Units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 1 HKS4.1 MANAGE HOUSEKEEPING OPERATIONS  2 HRS3 CONDUCT A STAFF PERFORMANCE REVIEW  3 HRS9 QUALITY ASSURE WORK IN YOUR TEAM  PLAN, ALLOCATE AND MONITOR WORK OF A 4 HRS10  TEAM 5 GAS5 PLAN, MANAGE AND CONDUCT MEETINGS  6 HRS1 IDENTIFY STAFF DEVELOPMENT NEEDS  INITIATE AND FOLLOW DISCIPLINARY 7 HRS4  PROCEDURES 8 HRS5 RECRUIT, SELECT AND RETAIN STAFF  HANDLE STAFF GRIEVANCES AND RESOLVE 9 HRS6  PROBLEMS IMPLEMENT OCCUPATIONAL HEALTH AND 10 HRS11  SAFETY PRACTICES 11 FMS1 PREPARE BUDGETS  12 FMS2 PROCURE PRODUCTS OR SERVICES  13 GAS1 MANAGE PHYSICAL RESOURCES  14 GAS2 OPTIMISE EFFECTIVE USE OF TECHNOLOGY  15 GAS3 ESTABLISH POLICIES AND PROCEDURES  16 GAS4 MONITOR, CONTROL AND ORDER NEW STOCK  17 GAS6 MANAGE DAILY OPERATIONS  MANAGE QUALITY SERVICE & CUSTOMER 18 CMS1  SATISFACTION APPLY RESPONSIBLE TOURISM TO 19 RTS4.8  ACCOMMODATION SERVICES 20 SCS1 MAINTAIN HOTEL SECURITY  PLAN AND CONDUCT AND EVACUATION OF 21 SCS4  PREMISES 22 COS5 MAINTAIN INDUSTRY KNOWLEDGE  USE COMMON BUSINESS TOOLS AND 23 COS10  TECHNOLOGY 24 GES2 RECEIVE AND RESOLVE COMPLAINTS  MAINTAIN DOCUMENT FILING AND 25 GES7  RETRIEVAL SYSTEMS 26 GES9 DEVELOP GUEST RELATIONSHIPS  27 GES10 PREPARE AND PRESENT REPORTS  MONITOR FACILITIES AND OPERATIONS TO 28 GES13  ENSURE CHILD PROTECTION DEAL WITH INTOXICATED AND UNAUTHORIZED 29 GES15  PERSONS 30 GES16 PREPARE BUSINESS DOCUMENTS IN ENGLISH  20 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
18. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS III. DETAILED STANDARDS HKS1.1. UNIT TITLE: ARRANGE TROLLEY AND EQUIPMENT UNIT DESCRIPTOR This unit describes the competencies required to arrange the attendant’s trolley ready for a shift with the correct levels of linen, amenities, cleaning equipment and products in a secure and professional manner. ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare trolley for cleaning room service E2. Stock trolley with required materials P1. Collect attendants’ room assignment P4. Calculate and order the required materials P2. Pick up housekeeping trolley from the pantry P5. Collect all required materials from the store P3. Check the trolley prior to use P6. Store all items in the trolley shelves or caddy P7. Check trolley is ready for use KNOWLEDGE REQUIREMENTS K1. Describe room types, common bed types and K3. Describe housekeeping trolley and cleaning their dimensions equipment K2. List cleaning agents, guest amenities and room K4. Explain methods of loading housekeeping supplies, linen and towels trolley with linens, suppliers and equipment CONDITIONS OF PERFORMANCE AND VARIABLES 1. Rooms types may include but not limited to: 4. Guest amenities may include: • Single room • Soap • Double room • Bath gel • Triple room • Shampoo • Studio room • Hair conditioner • Executive room • Body cream • Connecting room • Bath salt • Suite room • Sewing kit • Presidential room • Bath slippers 2. Trolley equipment should include: 5. The common bed types may include: • All items for daily cleaning • King sized bed (double) • Supplies and utilities for guest room • Queen sized bed (double) • Spoiled linen and rubbish from guest room • Single bed • Note that in some accommodation premises, • Sofa bed hand or back basket is used instead of trolley • Extra bed 3. Cleaning equipment may include: • Vacuum cleaner • Broom • Brushes • Mop/Pad • Wringers • Cleaning cloths • Dustpan • Gloves © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 21
19. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 6. Room supplies may include: 7. Caddy content may include: • Stationery • Multi-purpose solution • Pen or pencil • Disinfectant solution • Paper • Cleaning chemicals • Envelopes • Toilet solution • Toilet paper • Carpet freshener, furniture polish • Sanitary bags • Others • Laundry lists and bags • Hotel directory • Pens • Maps and welcome card • Instructions for TV • Mini-bar lists • Matches • Tissues • Promotional folders • Do-not-Disturb sign/Make up room sign • Room service menu • Cups and glasses ASSESSMENT GUIDE ASSESSMENT METHODS The following competencies must be assessed This unit may be assessed on or off the job. as part of this unit: Assessment should include practical demonstration 1. Trolleys prepared correctly before beginning either in the workplace or through a simulation room servicing on at least 4 occasions activity, supported by a range of methods to assess 2. Correctly calculating and ordering new underpinning knowledge. materials to restock trolley on at least 2 occasions The following methods may be used to assess competency for this unit: • Case studies • Observation of practical candidate performance • Oral and written questions • Portfolio evidence • Problem solving • Role plays • Third party reports completed by a supervisor • Project and assignment work RELEVANT OCCUPATIONS ACCSTP REF Room Attendant, Public Area Cleaner, Housekeeper DH1.HHK.CL3.01 22 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
20. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS HKS1.2. UNIT TITLE: SERVICE A GUEST ROOM UNIT DESCRIPTOR The unit covers the competencies required from housekeeping attendants to prepare rooms for guests in a commercial accommodation establishment. ELEMENTS AND PERFORMANCE CRITERIA E1. Enter a room E4. Review operational readiness of room P1. Observe room entry procedures to ensure P9. Check operational readiness of all items and guest privacy electronic equipment P2. Service room with open/or close door at all P10. Replenish guest bathroom supplies times P11. Replenish room supplies and refill mini – bar items E2. Make beds P3. Strip beds and mattresses, check pillows and P12. Handle lost and found items of departed linen guests P4. Make the beds with fresh linen unless guest E5. Close door and leave requests no change of linen P13. Remove dirty linen and trolley from cleaned P5. Segregate items with stains for laundry room P14. Carry out final inspection process using E3. Clean room and bathroom checklist/status report P6. Clean surfaces, furniture, fixtures, mirrors, glass & plastics P15. Shut windows and lock door P7. Clean bath, shower, toilets, vanity area and E6. Provide additional housekeeping services bathroom floor P16. Provide turn-down service P8. Clean/vacuum floor and other areas P17. Carry out rotational cleaning duties P18. Lend equipment to guests as requested KNOWLEDGE REQUIREMENTS K1. Explain the steps in entering the room K4. Describe the steps in cleaning bedroom K2. Explain the steps in making beds K5. List the items of room supplies and bathroom K3. Describe the steps in cleaning bathroom amenities K6. Describe any health and safety issues in servicing guest rooms © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 23
21. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Identify rooms to be cleaned may include: 6. Furniture and fittings may include but not • Head Housekeeper’s briefing/beginning shift limited to: briefing • Floor surfaces • Allocation according to room status, or similar • Mirrors and glassware sheets, or housekeeping report • Wardrobes • Verbal notification from head of housekeeping • Desks or floor supervisor • Light fittings 2. Room entry procedures include: • Telephones • Observe the “Do not Disturb” or “Make up • Televisions Room” sign • Refrigerators • Knock on door, announce self and await • Shelving response • Air conditioning controls • Knock a second time if no response and open • Alarm clock door using master key 7. Bathroom amenities may include but not • Enter cautiously to ensure that the room is limited to: unoccupied • Shampoo 3. Room supplies may include but not limited • Conditioner to: • Soaps • Stationery • Body lotion • Enterprise promotional material • Toilet paper • Local tourist information • Shower caps • Magazines and newspapers • Tooth brush and paste • Mini-bar supplies • Comb • Glass ware • Cutlery 8. Stock housekeeping trolley with supplies may include: • Tea, coffee, sugar and milk • Cleaning agents and chemicals including spray • Biscuits bottles • Discretionary supplies and gifts such as fruit, • Vacuum cleaners beverages, chocolates • Mops, buckets, brushes, pans • Sewing kits • Cleaning cloths and polishing cloths • Lodging agreement • Protective equipment, such as gloves • Slippers • Consumables, including guest room supplies • Flashlight such as shampoo, conditioner, sewing kits, 4. Report and remedy room defects may soap, pens, stationery, shower caps, tea, coffee, include: sugar, milk, biscuits • Replacing batteries and light globes • Promotional materials, local tourist information, • Checking all items for damage and correct refills for in-room compendiums operation 9. Linen room supplies could include: • Checking for missing furniture, items and • Sheets of all sizes kitchenette inventory and reporting same for • Pillowcases follow-up/billing, as necessary • Bed skirts 5. Suspicious items or situations may include: • Towels, bath mats, face washers • Blood-stained items • Blankets, duvets and duvet covers • Unattended packages in public areas/corridors • Linen bags • Drugs and drug paraphernalia • Mattress and pillow protectors • Weapons • Person in a restricted area • Use of excessive force against another person 24 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
22. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: This unit may be assessed on or off the job. 1. Three documented occasions of cleaning and Assessment should include practical demonstration preparing a guestroom (including bathroom) to either in the workplace or through a simulation the required standards using the correct activity, supported by a range of methods to assess procedure and materials underpinning knowledge. 2. Two summary reports prepared on room servicing Assessment must relate to the individual’s work area 3. One incident report on any hazards or health or area of responsibility. and safety issues encountered The following methods may be used to assess competency for this unit: • Observation of practical candidate performance • Inspection of finished work • Oral and written questions • Third party reports completed by a supervisor • Project and assignment work RELEVANT OCCUPATIONS ACCSTP REF Room Attendant, Housekeeper D1.HHK.CL3.03 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 25
23. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS HKS1.3. UNIT TITLE: SERVICE PUBLIC AREAS, FACILITIES AND EQUIPMENT UNIT DESCRIPTOR This unit describes the competencies required to clean public areas, facilities and equipment, including nominated external areas. ELEMENTS AND PERFORMANCE CRITERIA E1. Select and set up equipment and materials E2. Service public areas P1. Select equipment according to type of cleaning P4. Clean all items available required P5. Empty and clean ashtrays and bins P2. Check all equipment is clean and in safe work- P6. Dust light fittings, panelling, mirrors and picture ing condition prior to use frames P3. Select suitable dry and wet cleaning agents and P7. Clean floors as required chemicals P8. Tidy work site E3. Apply special cleaning techniques P9. Apply cleaning techniques for leather, fabric, glass and upholstery P10. Apply cleaning techniques for hazardous areas KNOWLEDGE REQUIREMENTS K1. Define and list public areas need to be serviced K6. Describe the cleaning techniques for hazardous regularly areas and the points for consideration in safe K2. Define the different sets of cleaning equipment cleaning which should be used for different areas K7. Explain how to calculate correct dilution and K3. List the steps in cleaning a public area usage rates K4. Describe the methods for cleaning public area K8. Describe policies and procedures in regard to bins and ashtrays occupational health and safety K5. Explain the special cleaning techniques for K9. Describe efficient waste handling techniques leather, fabric, glass and upholstery and floor care CONDITIONS OF PERFORMANCE AND VARIABLES 1. The cleaning of public areas, facilities and 2. Equipment in public areas may include but equipment may apply to: not limited to: • Foyers, corridors, waiting areas and entrance • Furniture, tables, chairs etc. areas • Electronic items, television, DVD etc. • Car parks, footpaths and external walkways • Telephones • Internal and external entertainment areas • Lights • Facilities in public areas, such as tables and • All type of ashtrays and bins chairs, pianos, elevators and escalators, doors • Pianos • Windows • Direction signs • Delivery bays • Publicity frames • Swimming pool areas • Garden areas 26 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
24. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 3. Prepare work site may include: 6. Facilities in public areas may include: • Covering items to protect them • Swimming pool • Securing items against movement and damage • Tennis court • Placement of physical barriers and safety • Entertainment facilities signage • Function rooms • Moving and removing furniture and fittings • Storage areas • Notifying other staff and patrons • Elevators and escalators • Cooperating with others to minimize 7. Assess leather/fabric/glass upholstery/floor/ interruption wall may include: • Covering equipment, items, etc. with protective • Determining style, condition and coloration material, drop cloths, etc. • Identifying type of stain • Identifying and complying with relevant in-house policies, procedures, or other • Selecting the most appropriate cleaning emerging needs techniques, including conducting spot testing 4. Tidy work site may include: 8. Clean upholstery may include: • Disposing of collected rubbish and waste • Removing stain • Complying with all environmental requirements • Applying topical treatments as required • Replacing furniture and fittings • Using personal protective equipment and clothing as required • Removing signage and barriers • Adhering to internal work practices, job 5. Hazards may include but not limited to: breakdown sheets and training • Spillages • Complying with all legal requirements of the • Breakages country • Wet or slippery surfaces • Following manufacturer’s instructions in the use • Broken or damaged furniture of chemicals and equipment • Fumes • Needles and syringes • Used condoms • Sharp objects including knives and skewers • Broken glass • Fat and oil • Heated utensils and surfaces ASSESSMENT GUIDE ASSESSMENT METHODS 1. On three occasions correctly demonstrate This unit may be assessed on or off the job. choosing and setting up equipment and Assessment should include practical demonstration materials – ensuring all equipment is clean and either in the workplace or through a simulation in safe working condition prior to use activity, supported by a range of methods to assess 2. On three occasions demonstrate servicing underpinning knowledge. public areas efficiently and appropriately – including floors, fittings, work areas and bins Assessment must relate to the individual’s work area 3. On three occasions demonstrate ability to apply or area of responsibility. special cleaning techniques for leather, fabric, The following methods may be used to assess glass and upholstery and applying cleaning competency for this unit: techniques for hazardous areas • Case studies • Observation of practical candidate performance • Oral and written questions • Problem solving • Role plays • Third party reports completed by a supervisor • Project and assignment work © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 27
25. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS RELEVANT OCCUPATIONS ACCSTP REF Room Attendant, Public Area Cleaner D1. HHK.CL3.02 28 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
26. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS HKS1.4. UNIT TITLE: CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT UNIT DESCRIPTOR This unit describes the competencies required to carry out general cleaning duties. It requires the ability to set up cleaning equipment and to safely clean premises and equipment using resources efficiently to reduce negative environmental impacts. ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare equipment for cleaning facility E3. Implement health and safety procedures P1. Identify area or material to be cleaned & select P9. Avoid unhygienic personal contact with food or equipment for cleaning task food contact surfaces or unhygienic cleaning P2. Check that equipment is clean and in safe practices that may cause food borne illnesses working condition prior to use P10. Use equipment correctly and safely P3. Select and prepare suitable wet and dry P11. Reduce negative environmental impacts cleaning agents according to manufacturer through efficient use of energy, water and instructions, work health and safety and other resources environmental requirement P12. Safely dispose of all waste and hazardous P4. Select and use protective clothing where substances necessary E4. Maintain and store cleaning equipment E2. Clean wet and dry areas and chemicals P5. Schedule cleaning tasks to minimize potential P13. Clean equipment after use according to customer inconvenience organisational requirements and manufacturer P6. Prepare wet and dry areas to be cleaned and instructions. identify hazards P14. Carry out or arrange routine maintenance P7. Barricade work areas or place warning signs as P15. Identify and report equipment faults required reducing risks to others P16. Store equipment in designated area in a P8. Select and apply correct cleaning agents or condition ready for re use chemicals for specific areas, surfaces and P17. Store chemicals according to health and safety equipment, according to manufacturer requirements recommendation KNOWLEDGE REQUIREMENTS K1. Describe cleaning chemicals and equipment K4. Explain ways of minimizing negative and for which purpose each are used environmental impacts in the cleaning process K2. Explain procedures for cleaning wet and dry K5. Describe the routine maintenance and storage surfaces and materials arrangements for equipment and materials K3. Explain how to avoid food contamination © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 29
27. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Equipment to be cleaned may include: 9. Cleaning agents may include: • Electrically operated equipment (Polishers, • Agents for specialized surfaces (glass, wood, scrubbers vacuum cleaners, garbage marble) receptacles) • Deodorizers • Manual equipment (brushes, dusters, mops • Disinfectants and cloths) • Spot cleaning agents 2. Type of ceiling to be cleaned may include: • Pesticides • Flat 10. Protective clothing may include: • Suspended • Aprons • Raked • Breathing apparatus • Hard • Gloves • Absorbent • Goggles and masks 3. Type of surface to be cleaned may include • Headwear but not limited: • Jackets • Painted • Overalls • Wood • Waterproof clothing and footwear • Brick 11. Wet and dry areas may include: • Metal • Bathrooms • Stone • Bedrooms • Plywood • Function rooms • Ceramist • Kitchens • Fabric • Private lounge areas, public areas 4. Fittings to be cleaned may include: • Storage areas • Security cameras 12. Hazards may include: • Lights • Breakages • Speakers • Heated utensils and surfaces • Televisions • Human material or waste • Vents • Sharp items (knives, needles, syringes) • Grilles • Surgical dressings 5. Maintenance may include: • Wet or slippery surfaces • Smoke detectors 13. Unhygienic personal contact may include: • Sprinkler systems • Transferring micro-organisms by blowing nose, 6. Wet surfaces may include : coughing, drinking, eating, scratching skin and • Toilets hair, sneezing, spitting, touching wounds. • Basin walls • Transmitting tobacco products by smoking. • Balconies 14. Unhygienic cleaning practices may include: • Floors • Cleaning food contact surfaces with linen that may be contaminated with human waste 7. Dry surfaces may include: (blood, body secretions, faces) • Carpet • Using dirty (cleaning cloths, tea towels, spread- • Laminated plywood ing bacteria from bathroom or bedroom areas • Soft furnishing to mini - bar or kitchen areas) • Woodwork • Wallpaper 15. Food contact surfaces may include: • Chopping boards 8. Routine maintenance may include: • Containers • Dismantling • Cooking utensils • Reassembling • Crockery • Drying out • Cutlery • Emptying • Glassware • Sanitizing • Pots and pans • Washing and rinsing • Sinks • Wiping down and cleaning • Workbenches • Polishing 30 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
28. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: This unit may be assessed on or off the job. 1. Three occasions of assessing facility and Assessment can include practical demonstration equipment to be cleaned and maintained either in the workplace or through a simulation 2. Three occasions of selection and safe use of activity, supported by a range of methods to assess cleaning agents and equipment on wet and dry underpinning knowledge. areas 3. Three occasions of routine maintenance and Assessment must relate to the individual’s work area storage of equipment correctly or area of responsibility. 4. Three occasions of cleaning tasks to required The following methods may be used to assess standards within commercially - realistic competency for this unit: timeframes • Case studies • Observation of practical candidate performance • Oral and written questions • Problem solving • Third party reports completed by a supervisor • Object and assignment work RELEVANT OCCUPATIONS ACCSTP REF Room Attendant, Housekeeper, Public Area Cleaner D1. HHK.CL3.07 SITHACS101 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 31
29. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS HKS1.5. UNIT TITLE: HANDLE GUEST LAUNDRY UNIT DESCRIPTOR This unit covers the competencies required to perform the laundering of linen and guests clothes in an accommodation facility. ELEMENTS AND PERFORMANCE CRITERIA E1. Collect laundry for laundering E3. Process laundered items P1. Receive laundry service request P8. Perform post-cleaning laundry activities P2. Pick-up items for laundering from the guest P9. Check results of cleaning and take appropriate room additional action, if required E2. Perform laundering functions P10. Process internal records and billing instructions P3. Sort and count items lodged for laundering P11. Produce necessary internal laundry reports P4. Assess stains and spot clean stains as required P5. Identify appropriate cleaning method for items E4. Return laundered items to the guest P6. Operate equipment to achieve intended P12. Deliver clean laundry to guests cleaning result P13. Complete laundry report P7. Effect repairs as required KNOWLEDGE REQUIREMENTS K1. List the steps to take when collecting and K4. Describe the requirements for the organisation delivering guest laundry of a laundry service for guests’ clothing K2. State the ways in which laundry may be K5. State what should be on a laundry/dry cleaning collected and how a guest may indicate laundry list and what should be checked prior to requirements sending to the laundry K3. Identify control methods when dealing with K6. Explain the procedure to deal with special guest laundry situations CONDITIONS OF PERFORMANCE AND VARIABLES 1. Equipment used for guest laundry may 2. Laundry service request of guests may include: include: • Washers/extractors • All types of male and female clothing • Washer/dryer • Items forwarded for dry cleaning, cleaning, • Dryers pressing, repairing • Irons 3. Documentation may include: • Folding equipment • Laundry list • Steam presses • Dry cleaning list • Bucks • Press only list • Spotting gun • Guest request forms • Sorting baskets and shelving • Repair form • Heat sealing equipment and roll plastic • Damaged items form • Hangers • Guest charge form, for posting of charges to 2. Laundry service request of guests may guest account include: • Guest notification form, for advising of • All types of male and female clothing problems/issues with guest clothes sent for • Items forwarded for dry cleaning, cleaning, laundering pressing, repairing • Requisitions • Dockets 32 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
30. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 4. Post-cleaning laundry activities may relate 6. Cleaning methods may relate to: to: • Machine washing • Drying • Hand washing • Folding • Dry cleaning • Ironing 7. Laundry service types may refer to: • Steam pressing • Express services • Stacking • Normal services 5. Cleaning agents and chemicals may include: • Urgent services • Alkalis • Involvement of outside agencies/laundries • Detergents (all types) 8. Pick-up guest clothes may include: • Softeners • Verifying items lodged • Bleaches • Checking laundry list • Sours • Ensuring room and guest can be identified • Emulsifiers • Clarifying special requests • Conditioners • Confirming service required • Builders • Adhering to advertised pick-up/collection times • Solvents, for dry cleaning • Identifying urgency of service required • Iron control agents • Spotting agents ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: This unit may be assessed on or off the job. 1. Three occasions of collecting laundry for cleaning Assessment should include practical demonstration and preparing laundering functions correctly either in the workplace or through a simulation according to procedures (observation and activity, supported by a range of methods to assess records) underpinning knowledge. Assessment must relate to 2. Two reports on processing laundered items the individual’s work area or area of responsibility. including internal records, billing and laundry reports The following methods may be used to assess competency for this unit: • Observation of practical candidate performance • Inspection of laundered products • Oral and written questions • Third party reports completed by a supervisor • Project and assignment work RELEVANT OCCUPATIONS ACCSTP REF Room Attendant, Laundry Operator, Housekeeper D1. HHK.CL3.05-06 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 33
31. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS HKS1.6. UNIT TITLE: PROVIDE A HOTEL LINEN SERVICE UNIT DESCRIPTOR The unit covers the competencies required to provide a linen service in a hotel or other accommodation facility. The unit includes taking delivery of linen supplies, checking deliveries, storing linen under the correct conditions and using stock rotation procedures. ELEMENTS AND PERFORMANCE CRITERIA E1. Receive and check clean linen E2. Store and issue clean linen P1. Check deliveries of linen supplies to ensure P7. Store linen supplies under the correct that they match orders and delivery notes conditions P2. Complete delivery documentation accurately P8. Follow stock rotation procedures P3. Report any discrepancies with deliveries to the P9. Issue the correct type and quantity of linen to appropriate member of staff staff, including uniforms P4. Move clean linen safely to the storage area P10. Keep accurate and complete records of items P5. Check linen meets presentation requirements received, stored and issued and report any discrepancies to the appropriate P11. Report signs of missing stock immediately member of staff P12. Keep storage areas clean, dry and secure P6. Keep receiving areas clean, tidy, hygienic and P13. Report signs of pest infestation immediately secure E3. Update linen inventory and dispose of old linen P14. Update quarterly linen inventory P15. Dispose of old linen using hotel procedures KNOWLEDGE REQUIREMENTS K1. Describe safe working practices when handling K9. Explain why stock rotation procedures are and storing linen important K2. Explain why you should not accept damaged K10. Identify the procedures you should follow to goods issue linen items and/or uniforms to staff K3. Identify the procedures you should follow if the K11. Explain why you should maintain accurate amount delivered does not match orders and records of clean linen items received, stored delivery notes and issued K4. Identify the procedures you should follow if K12. Explain why it is important to secure linen the linen delivered does not meet the required stores against unauthorised access standards of presentation K13. List the procedures you should follow to make K5. Explain what you should do if you see bugs or sure pest infestation does not occur other infestation in clean linen K14. Describe what you should do if you identify K6. Explain why you should keep receiving areas pest infestation clean, tidy and free from rubbish K15. Describe the types of problems that may K7. Explain why storage conditions are important happen when storing linen, and how you and what effect they have on linen items in should deal with these storage K16. Describe the different type of linens and thread K8. List the procedures you should follow to store count linen 34 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
32. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Deliveries will include: 3. Conditions: • Internal linen supply • Lighting • External linen supply • Ventilation • Temperature 2. Presentation requirements will include: • Clean • Cleanliness • Free from stains • Free from fabric damage • Folded correctly ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: This unit may be assessed on the job. Assessment 1. Four occasions of receiving and checking clean should include practical demonstration in the linen following company procedures with workplace, supported by a range of methods to evidence of completing documentation, assess underpinning knowledge checking and moving linen Assessment must relate to the individual’s work area 2. Three occasions of storing and issuing linen or area of responsibility using correct procedures and completing documentation The following methods may be used to assess 3. One incident report on any discrepancies, competency for this unit: damage, loss or pest infestation encountered • Observation of practical candidate performance • Inspection of finished work • Oral and written questions • Third party reports completed by a supervisor • Project and assignment work RELEVANT OCCUPATIONS ACCSTP REF Room Attendant, Housekeeper, Linen/Uniform D1.HHK.CL3.03 Attendant © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 35
33. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS HKS2.1. UNIT TITLE: PROVIDE HOUSEKEEPING SERVICES UNIT DESCRIPTOR This unit describes the competencies required to provide a range of general housekeeping services to guests that could arise during their stay at an accommodation establishment. ELEMENTS AND PERFORMANCE CRITERIA E1. Receive housekeeping requests E3. Provide advice to guests P1. Answer guest question promptly and P9. Advise guests on services and items available courteously and receive housekeeping requests through the housekeeping department from guests P10. Advise guests on the use of items delivered to P2. Accept housekeeping requests from staff guest room, if required P3. Record housekeeping requests according to P11. Demonstrate the use of items delivered to standard requirements guest room, if required P4. Advise on time for provision of required service P12. Liaise with other staff and departments to or items to guest room provide supplementary advice where appropriate E2. Service housekeeping requests P5. Liaise with other staff to prepare required E4. Liaise with other departments service or obtain the required items P13. Report malfunctions as required P6. Provide the required service or deliver the P14. Inform and give advice to management staff required items to guest room dangerous or suspicious circumstances P7. Set up equipment in guest rooms as required P15. Participate in planning to enhance service P8. Remove items from guest rooms as required delivery standards and housekeeping equipment purchase KNOWLEDGE REQUIREMENTS K1. Explain standards and procedures of providing K3. Explain principles of solving problems housekeeping services to guests K4. Describe all items and services provided by the K2. List possible dangerous or suspicious housekeeping department circumstances CONDITIONS OF PERFORMANCE AND VARIABLES 1. Housekeeping requests from staff may be 2. Service or items may include: related to: • Additional pillows, blankets and bed linen • Servicing a room • Additional towels, bath mats and face washers • Valet • Ironing boards • Concierge • Room supplies/bathroom amenities • Maintenance • Replacement batteries for remote control units • Small electrical appliances: kettles and jugs, hair dryers, irons, alarm clocks • Compendiums • Facilitation of repairs and maintenance • In-room promotional materials • Response to lost and found situations • First aid 36 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
34. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 3. Record housekeeping requests may include: 4. Housekeeping requests from guests may • Recording and confirming name and room include: number • Cleaning up spills • Time requested, time done, caller and receiver • Provision of room/bathroom suppliers • Confirming detail of required service/items • Equipment lending • Apologizing, where appropriate • Replacement items • Removing unwanted or defective items from rooms • Requests for information regarding in-house services and products • Requests for information regarding local services, attractions, transport, shops, entertainment • Health care, doctor or medicine ASSESSMENT GUIDE ASSESSMENT METHODS The following competencies must be assessed This unit may be assessed on or off the job. as part of this unit: Assessment should include practical demonstration Demonstrated ability to apply tact, discretion, either in the workplace or through a simulation diplomacy and etiquette during handling questions activity, supported by a range of methods to assess and requests of guests underpinning knowledge. Assessment must relate to the individual’s work area or area of responsibility. 1. At least 3 individual guest requests for special housekeeping services and items taken, The following methods may be used to assess recorded and provided competency for this unit: 2. At least 3 occasions documented of advising • Case studies guests on services and items available through • Observation of practical candidate performance the housekeeping department • Oral and written questions 3. At least 4 internal guest services and items • Portfolio evidence arranged and delivered • Problem solving 4. At least 3 occasions recorded of either a) • Role plays reporting malfunctions; b) Informing and giving • Third party reports completed by a supervisor advice to management staff on dangerous or suspicious circumstances; or c) Participating in • Project and assignment work planning to enhance service delivery standards and housekeeping equipment purchases Knowledge of policies, standards and procedures in regard to providing housekeeping service to guests should be demonstrated through recorded oral questioning or written test. RELEVANT OCCUPATIONS ACCSTP REF Room Attendant, Housekeeper DH1.HHK.CL3.01 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 37
35. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS HKS2.2. UNIT TITLE: OPERATE A HOTEL LAUNDRY UNIT DESCRIPTOR The unit covers the competencies required to launder and dry clean items in a hotel or other accommodation establishment. ELEMENTS AND PERFORMANCE CRITERIA E1. Perform basic laundry functions E3. Inspect and package items P1. Sort items for laundering/or dry cleaning and P7. Check items for satisfactory completion ensure labels, room number or guest name on P8. Package items for delivery all items P9. Complete required records P2. Pre-treat stains and heavily soiled areas and repair items as required P3. Operate the washers/dryers P4. Perform ironing or pressing duties E2. Perform dry cleaning functions P5. Prepare for dry cleaning of items P6. Operate and monitor dry cleaning machine KNOWLEDGE REQUIREMENTS K1. Describe safe working practices when working K6. Describe the basic maintenance of laundry in a hotel laundry facility equipment K2. Identify the procedures you should follow if the K7. Describe the principles of infection control laundry delivered does not match the laundry K8. Describe the various fabrics and fibres and list how each should be laundered K3. Identify stains and explain the correct treatment K9. Explain why you should maintain accurate for stains records of laundry items received and K4. Describe the ‘care’ and textile labels and how delivered different materials should be laundered K10. List the procedures you should follow to make K5. Describe the principles of chemical handling sure pest infestation does not occur and safety CONDITIONS OF PERFORMANCE AND VARIABLES 1. Sort the items may include: 2. Pre-treat stains will include: • Taking into account care labels • Inspecting items to locate and identify stains • Factoring in customer/source • Selecting appropriate agent based on type of information – about stain type, requirements stain, soiling and fabric • Sorting by service required • Using correct spotting technique to remove • Sorting by source stain and protect trimmings and accessories • Sorting by urgency • Visual recognition (colour, appearance and • Sorting by colour/colour fastness location) and identification of stains • Sorting by item type • Consideration of stain by feel and odour • Sorting by soil and stain 3. Repair items may include: • Sorting by fibre and fabric • Undertaking basic repairs and mending • Sorting by laundering method to be applied • Rejecting items from the laundering process • Separation of damaged items • Checking pockets for contents • Checking clothing for jewellery 38 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
36. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 4. Operate the washers must include: 6. Ironing or pressing may include: • Following manufacturer’s instructions • Folding • Adhering to occupational health and safety • Flatbed ironing, roll/cylinder ironing and requirements multi-roll ironing • Selecting the correct wash program • Steam pressing • Checking gauges during process • Stacking • Re-washing 7. Monitor machine operation may relate to: • Checking for correct operation 5. Operate the dryers relates to: • Selecting the sequence of the loads depending • Reporting faults on urgency and client requirements • Remedying faults • Selecting the correct temperature for each load • Selecting the time for the cycle • Grouping like items for the drying process ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: This unit may be assessed on the job. Assessment 1. Four occasions of receiving, checking and should include practical demonstration in the washing/dry-cleaning laundry following workplace, supported by a range of methods to company procedures with evidence of assess underpinning knowledge. completing documentation Assessment must relate to the individual’s work area 2. Three occasions of inspecting and packaging or area of responsibility. laundry items using correct procedures and completing documentation The following methods may be used to assess 3. One incident report on any discrepancies, competency for this unit: damage, loss or pest infestation encountered • Observation of practical candidate performance • Inspection of finished work • Oral and written questions • Third party reports completed by a supervisor • Project and assignment work RELEVANT OCCUPATIONS ACCSTP REF Room Attendant, Housekeeper, Laundry Attendant D1.HHK.CL3.03 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 39
37. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS HKS2.3. UNIT TITLE: APPLY RESPONSIBLE HOUSEKEEPING PRACTICES UNIT DESCRIPTOR This unit covers the competencies required to apply responsible tourism practices to housekeeping services in hospitality accommodation. ELEMENTS AND PERFORMANCE CRITERIA E1. Provide information to guests E3. Save water in guest rooms P1. Post signage in guest rooms requesting guests P8. Ensure taps in bathrooms are turned off fully to reuse towels and linens to reduce energy to avoid water loss and water consumption P9. Ensure toilet flushing and length of time P2. Offer optional linen and towel reuse programs running showers and taps during cleaning are to multiple night guests kept to a minimum P3. Provide toiletry items upon request rather than P10. Check taps regularly for leaks and repairs leaving a selection of disposable items in each E4. Conserve water and energy in laundry room P11. Fill clothes washers and dryers to P4. Remind guests of actions to conserve energy recommended capacity for each cycle to save and water in the property when appropriate water and energy E2. Conserve energy in guest rooms and P12. Use the coolest water temperature for public areas washers and dryers P5. Ensure lights and air conditioners are turned off in guest rooms P6. Maintain air conditioner levels at 25 degrees and above in public areas P7. Switch off lights in public areas in non-occupied rooms and during daylight hours KNOWLEDGE REQUIREMENTS K1. Explain the ways your hotel or guest house K3. Describe the ways of saving water in your provides information to guests on saving energy, property water and waste management K4. Describe how you can save energy and water K2. Describe the procedures for saving energy in in laundry service your property 40 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
38. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Provide information to guests can include: 3. Saving water in guest rooms can include: • Requesting guests to reuse towels and linens to • Ensure taps in bathrooms are turned off fully reduce energy and water consumption to avoid water loss and minimise toilet flushing • Offer optional linen and towel reuse programs and length of time running showers and taps to multiple night guests and only offering during cleaning toiletries on request • Check taps regularly for leaks and repairs • Post signage reminding guests to conserve 4. Ensuring efficient laundries can include: energy and switch off all lights and air • Saving water and energy in laundries by conditioning when exiting their room optimising use of machinery 2. Energy controls could include: • Operate machines only when fully loaded • Turn off lights in areas that are not utilised and • Adhere to the manufacturer’s recommended use natural lighting where possible settings and regularly check that the water level • Utilise natural lighting, keep lights to a is correct during operation minimum during the day in areas that are well lit by sunlight • Clean lighting fixtures regularly • Program thermostat settings to automatically adjust to changing temperature needs throughout the day. Such as, significantly reduce heating and cooling temperatures in common areas (lounges, corridors and stairwells) during low traffic hours, such as midnight to 5 am • Take advantage of sunlight and use shades/curtains to minimise over or under conditioning • In hot weather adjust temperature to 23°-25°C • Label light switches to denote location of lights, aiding in switching off unnecessary lighting • Ensure air conditioners are maintained at optimum levels • Ensure all appliances are turned off when a guest leaves the hotel room ASSESSMENT GUIDE ASSESSMENT METHODS Performance evidence should include: Suitable methods will include: 1. At least two examples of providing information • Portfolio of workplace evidence to guests • Observation 2. At least two examples of energy saving activity • Personal statements recorded and documented • Witness testimony 3. At least two examples of water efficiency Simulation can be used in colleges or in the recorded and documented workplace for some performance criteria but should 4. At least two examples of waste avoidance be used sparingly. activities recorded and documented 5. Fully completing the knowledge assessment as set out in the unit either by recorded oral questioning or answers to written questions. RELEVANT OCCUPATIONS ACCSTP REF Room Attendants and Housekeepers in various N/A accommodation © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 41
39. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS HKS3.1. UNIT TITLE: MONITOR HOUSEKEEPING OPERATIONS UNIT DESCRIPTOR This unit covers the competencies required to monitor, maintain and improve housekeeping operations. ELEMENTS AND PERFORMANCE CRITERIA E1. Monitor, maintain and improve E3. Solve problems and make decisions housekeeping operations P9. Identify and analyse housekeeping problems P1. Monitor service levels on an on-going basis from an operational and customer service through close contact with day to day perspective operations P10. Initiate corrective action to resolve the P2. Identify customer or quality issues promptly immediate problem where appropriate and make appropriate adjustments accordingly P11. Encourage team members to raise problems P3. Adjust procedures and systems in consultation and encourage the individual’s participation in with colleagues to improve service quality solving the problem P4. Consult and encourage colleagues about ways P12. Monitor the effectiveness of solutions in to improve service levels housekeeping operations P13. Follow hotel policies and guidelines for E2. Plan and organise workflow handling problems and decision-making P5. Schedule work to enhance efficiency and customer service quality P6. Delegate work to appropriate people in accordance with principles of delegation P7. Assess progress against agreed objectives and timelines P8. Assist colleagues in prioritisation of workload through supportive feedback and coaching KNOWLEDGE REQUIREMENTS K1. Describe the key concepts of quality assurance K7. Describe how you support colleagues in and how this is managed and implemented in helping them prioritise their workload your establishment K8. Give examples of operational and customer K2. Explain how you ensure service levels are service problems you have handled and maintained on an on-going basis resolved K3. Describe how customer or quality issues are K9. Describe the procedures for taking corrective identified and handled action to resolve operational problems K4. Describe the quality procedures and systems K10. Explain how you encourage team members to in place in your establishment raise problems and participate in solving the K5. Explain how you apply time management problem principles to your daily work and responsibilities K11. Describe the procedures for handling K6. Explain the systems for work scheduling and overbooking issues delegation of work 42 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
40. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Efficiency and service levels may relate to: 8. Workplace problems may relate to: • Monitoring and measuring performance • Guests • Monitoring customer service satisfaction • Suppliers • Monitoring costs • Equipment • Administrative 2. Quality assurance initiatives may include: • Quality systems • Organisational • Quality standards • Employee • Weather 3. Quality problems may include: • Natural events • Difficult customer service situations • Equipment breakdown/technical failure 9. Corrective action may include: • Failure to deliver promised service to • New procedures and/or processes customers • Changes to job descriptions or contracts • Poor rosters giving rise to inadequate/ • Changes to workplace procedures and/or inappropriate staffing levels processes • Delays and time difficulties Important behaviours for supervisors/ • Staff poor attitude/poor behaviour managers include: • Lack of management support/control/ 1. Present information clearly, concisely, communication or lack of training accurately and in ways that promote • Lack of ownership understanding 2. Give feedback to others to help them maintain 4. Procedures and systems may be related to: and improve their performance • Service quality 3. Continuously improve products and services • Emergencies 4. Comply with, and ensure others comply with, • Cleaning and laundry legal requirements, industry regulations, • Security organisational policies and professional codes • Safe work practices 5. Monitor the quality of work and progress • Record keeping against plans and take appropriate corrective action, where necessary 5. Schedule work may relate to: 6. Develop systems to gather and manage • Meal breaks information and knowledge effectively, • Shift allocations efficiently and ethically • Holidays and leave 7. Use a range of legitimate strategies and tactics • Staff rosters to influence people 6. Principles of delegation may relate to: 8. Make effective use of available resources • Defining employee’s responsibility 9. Recognise stakeholders’ needs and interests • Communicating authority and manage these effectively • Clarifying expected results 10. Specify the assumptions made and risks involved in understanding a situation 7. Supportive feedback and coaching may 11. Leading by example relate to: • Informal and formal feedback • Performance review • Advice/guidelines • Training needs analysis • Training • Principle applications © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 43
41. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment should include practical demonstration This unit may be assessed on or off the job. of the ability to manage workplace operations either Suitable assessment methods may include: in the workplace or through a simulation activity, • Case studies supported by a range of methods to assess • Observation of practical candidate performance underpinning knowledge • Oral and written questions Assessment must relate to the individual’s work area, • Portfolio evidence job role and area of responsibility • Problem solving Assessment must include project or work activities • Role plays that allow the individual to respond to multiple and • Third party reports completed by a supervisor varying workplace issues relevant to work area, job • Project and assignment work role and area of responsibility that allow them to demonstrate knowledge and awareness of the principles of monitoring workplace operations and how to manage such issues. Assessment must include: 1. Two documented examples/cases of how you monitored and identified customer or quality issues and adjusted procedures and systems in consultation with colleagues to improve 2. Two documented examples of how you scheduled work to enhance efficiency and customer service quality, and ensured that work was delegated to appropriate people in accordance with principles of delegation 3. Two documented examples of where you assisted colleagues in prioritization of workload through supportive feedback and coaching 4. Two documented examples/cases of how you identified and analysed housekeeping problems and initiated corrective action to resolve the problem RELEVANT OCCUPATIONS ACCSTP REF Team Leader, Head Housekeeper, Supervisor D1.HRM.CL9.03 44 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
42. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS HKS3.2. UNIT TITLE: MANAGE A HOTEL LINEN SERVICE UNIT DESCRIPTOR The unit covers the competencies required to manage and monitor a hotel linen service including managing linen stock levels, maintaining a high level of linen quality, and training a team to achieve this. As this is often one of the highest costs of a hospitality organisation, effective management of budgets and supplier relationships are also crucial. This unit is for managers in housekeeping who have to manage the linen service of their organisation, whether this is done through an in-house laundry service, or by an external laundry company. ELEMENTS AND PERFORMANCE CRITERIA E1. Manage daily operations E2. Monitor quality of facility and linen P1. Maintain par stock levels of linen for the service establishment, sufficient to cover peak P7. Ensure all housekeeping staff can identify occupancy rates, and to cover contingencies evidence of contamination and/or infestation such as conferences and functions and deal with these appropriately P2. Manage the day-to-day performance of the P8. Develop procedures for the handling of laundry contractor and linen room or contaminated linen on-premises laundry as appropriate P9. Ensure that there are sufficient housekeeping P3. Ensure that staff are trained in the safe use of staff to manage the in-house linen provision machinery, cleaning supplies and chemicals P10. Ensure housekeeping staff have clear criteria where appropriate for acceptance or rejection of linen received P4. Monitor room linen quality against P11. Monitor the percentage of ‘rejects’, taking organisational standards action to reduce the amount where it exceeds P5. Implement and evaluate regular stock-takes of service level agreements and/or organisational linen guidelines P6. Manage the cost-effective purchasing of P12. Ensure housekeeping staff check linen replacement linen stock and related items, in deliveries for quality and quantity, raising line with organisational purchasing guidelines reported discrepancies directly with the laundry contractor/laundry room E3. Work with contractors and other departments P13. Intervene directly with the laundry contractor/ laundry room where major discrepancies or problems with the linen service are identified P14. Liaise with other departments to assess their need for linen P15. Liaise with accounts or other financial team when managing the laundry contract KNOWLEDGE REQUIREMENTS K1. Summarize organisational linen par-stock K7. Describe safe working methods for dealing levels and typical laundry costs per item with contaminated linen K2. Describe the terms and conditions of any K8. Explain acceptable levels of ‘rejects’ according contracts you are responsible for in respect to to service level agreements/organisational the linen service standards, and how to ensure these levels are K3. Describe the regulations governing the safe met use of chemicals used in laundry service, and K9. Identify the turn-around times for linen service your organisation’s guidelines for using them which meet the organisation’s needs, including K4. Describe the working methods of the laundry dry-cleaning contractor and linen room or on-premises K10. Explain how you keep the linen service within laundry agreed budgets, and meeting profit and loss K5. Explain how to negotiate effectively with targets suppliers K11. Describe how you implement and evaluate K6. List the organisation’s quality standards for linen stock-takes linen provision © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 45
43. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Linen can be provided: 2. Laundry service could be: • For guest rooms • On-premises laundry • For the restaurant • Laundry contractor • For other areas ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: This unit may be assessed on the job. Evidence 1. Two documented cases, reports or examples should be from the daily work of the manager with of how you manage daily operations including knowledge assessed by oral recorded questioning or maintaining stock levels, managing the written test. day-to-day performance of staff and linen room Assessment must relate to the individual’s work area or on-premises laundry. or area of responsibility. 2. Two documented cases, reports or examples of how you monitor the quality of the laundry The following methods may be used to assess facility and linen service competency for this unit: 3. Two documented cases, reports or examples • Reports and cases from the daily work of how you liaise and work with contractors • Oral and written questions and other departments including assessing • Third party reports completed by a supervisor their need for linen and liaison with accounts or • Portfolio of work-based evidence and other financial team. documents 4. One incident report dealing with major discrepancies or problems with the linen service or contractors RELEVANT OCCUPATIONS ACCSTP REF Laundry Manager, Housekeeping Manager D1.HHK.CL3.03 46 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
44. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS HRS3. UNIT TITLE: CONDUCT A STAFF PERFORMANCE REVIEW UNIT DESCRIPTOR This unit covers the competencies required to monitor staff performance within the framework of established performance management systems. It requires the ability to monitor the day-to-day effectiveness of staff and to conduct structured performance reviews and formal counselling sessions. ELEMENTS AND PERFORMANCE CRITERIA E1. Monitor staff performance E3. Identify needs and provide solutions P1. Consult with and inform staff about expected P6. Identify the need for further coaching or standards of performance using appropriate training and organise according to communication mechanisms organisational policies P2. Monitor on-going performance by maintaining P7. Recognise and resolve performance problems close contact with the workplace and staff P8. Identify and investigate performance problems members P9. Use feedback and coaching to address E2. Provide guidance, support & recognition performance problems P3. Regularly provide confirming and corrective P10. Discuss and agree upon possible solutions with feedback to staff the staff P4. Provide staff with guidance and support E4. Conduct performance reviews P5. Provide recognition and reward for P11. Follow-up outcomes of informal counselling achievements and outstanding performance through review in the workplace P12. Organise and conduct a formal counselling session when needed according to required procedures P13. Conduct individual performance evaluations openly and fairly P14. Complete and file performance management records P15. Agree on courses of action with staff and follow up in the workplace KNOWLEDGE REQUIREMENTS K1. Describe the role and importance of monitoring K3. Describe the methods of reviewing staff performance and providing feedback and performance in your organisation coaching K4. Explain the procedures for performance review K2. Describe the performance review practices, interviews including: K5. Explain the procedures for formal counselling • Reasons for performance review sessions • The format for and inclusions of performance K6. Explain grievance procedures review documents © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 47
45. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES The variables relate to the unit of competency as a 5. Required procedures for a formal whole. It allows for different work environments and counselling session may include: situations that may affect performance. • Preparation: 1. Expected standards of performance and • Formal notification to staff member and performance problems may relate to: management • Adherence to procedures • Invited participation of appropriate • Cost minimisation people • Customer service standards • Organisation of appropriate location for counselling session • Level of accuracy in work • Conducting the performance review: • Personal presentation • Start and introduce the objectives • Productivity • Discussions on achievements, • Punctuality improvement requirement • Response times • Set goals • Team interaction • Conclusions made • Waste minimisation • Complete documentation • Attitude and behaviours • Responsibility 6. Performance management systems may • Liability include: • Others • Methods of collecting performance data • Methods of interpreting performance data 2. Guidance and support may include: • Processes for performance appraisal interviews • Advice on training and development opportunities Important behaviours for supervisors/ • Confirmation of organisational objectives and managers include: key performance requirements 1. Communication skills to provide effective • Ensuring adequate resources are applied feedback, coaching and counselling to team members • Opportunity to discuss work challenges 2. Critical thinking skills to evaluate the reasons • Representing staff interests in other forums contributing to poor staff performance • Support with difficult interpersonal situations 3. Initiative and enterprise skills to proactively 3. Recognition and reward may include: provide colleagues with appropriate guidance • Acknowledgment of individual good and support to enhance their work performance to the whole team performance • Informal acknowledgment 4. Literacy skills to: • Presentation of awards a. Read and interpret staff records and • Written reports to management performance management documents b. Write potentially complex and sensitive 4. Possible solutions to performance may information about staff performance include: 5. Planning and organising skills to coordinate • Additional training and coaching regular performance appraisals and coordinate • Adjustment of workload and operate formal counselling sessions • Agreement on short term goals for 6. Problem-solving skills to identify and respond improvement to staff performance issues • Assistance with problems outside of the 7. Self-management skills to take responsibility for workplace monitoring staff performance • Reorganisation of work practices 8. Teamwork skills to monitor the performance of individuals, their effect on the team and take corrective action to enhance the whole of team performance 48 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
46. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable methods will include: on performance at work. Some units at levels 3-5 • Portfolio of workplace evidence to include cannot be assessed by observation due to notes of meetings, notes of discussion with confidentiality, work constraints/environment etc. individuals and colleagues, details of support This unit may be assessed holistically by means of a and advice provided to individuals, record of portfolio of evidence or report on aspects of performance review meetings etc (without managing performance in a hospitality or tourism named individuals) environment. Individuals are expected to • Personal statements demonstrate that they can apply relevant concepts • Witness testimony to situations which they could face as supervisors/ • Professional discussion managers. They are also expected to suggest, justify and evaluate possible courses of actions which they Simulation can be used in colleges or in the may take to deal with situations and with challenges workplace for some performance criteria but should that they face as supervisors/managers in an be used sparingly. organisation. A portfolio or written report should be Note that all evidence should remove names of supplemented by oral questions to ensure all personnel to protect the privacy of individuals aspects of the evidence requirements are fully met. and the organisation. Evidence must include: 1. Two documented examples or cases when the manager monitored staff performance and provided guidance, support and recognition and reward for achievements and outstanding performance 2. Two documented examples or cases when the manager identified needs and provided solutions to individuals in their team 3. One documented example of a successfully conducted performance review 4. Fully completing the knowledge assessment as set out in the unit either by recorded oral questioning or answers to written questions RELEVANT OCCUPATIONS ACCSTP REF All staff with supervisory or management D1.HHR.CL8.01-04 responsibility in tourism occupations © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 49
47. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS HRS7. UNIT TITLE: PROVIDE ON-THE-JOB COACHING UNIT DESCRIPTOR This unit covers the competencies required to helping individuals – either in your own team or from another work group – to develop and maintain their performance through coaching. Coaching involves helping individuals improve their performance by: • Identifying their strengths and how they can use these most effectively • Analysing areas of their work where they are less than fully effective and developing a coaching plan to address weaknesses and gaps • Coaching individuals in technical, practical skills, customer service, interpersonal/communication skills or ther areas of the business operation This standard is relevant to supervisors and managers who have a specific responsibility for coaching individuals. ELEMENTS AND PERFORMANCE CRITERIA E1. Identify coaching requirements E2. Prepare and deliver the coaching sessions P1. Work with individuals to identify and prioritise P7. Plan with individuals how they can develop new their needs for coaching skills and behaviours in a logical step-by-step P2. Ensure that individuals’ coaching requirements sequence are in line with your organisation’s objectives P8. Prepare the coaching sessions and confirm the P3. Establish with individuals what they expect content and desired outcomes from the coaching P9. Deliver technical, practical or other coaching P4. Confirm with individuals what coaching that will sessions to help individual develop new skills be provided and behaviours or enhance existing skills and P5. Explore with individuals the knowledge and behaviours skills they need to develop, and the behaviours E3. Monitor progress & provide feedback they need to change, in order to meet the P10. Monitor the individuals’ progress in a desired standard of performance systematic way P6. Explore with individuals obstacles which could P11. Provide specific feedback designed to improve hinder their progress and how to remove these individuals’ skills, reinforce effective behaviours obstacles and enhance their motivation to achieve the desired standard of performance P12. Agree with individuals when they have achieved the desired standard of performance, or when they no longer require coaching P13. Encourage and empower individuals to take responsibility for their continuing professional development KNOWLEDGE REQUIREMENTS K1. Describe relevant coaching models, tools and K6. Explain how to help individuals prepare a plan techniques, and how to apply these to develop their skills and/or adapt their K2. Define the skills effective coaches require, and behaviours how to apply these skills K7. Describe how to help individuals try out new K3. Review how to establish a coaching contract skills and behaviours and how to reflect on with individuals and what the contract should their progress cover K8. Explain the importance of monitoring K4. Describe how to help individuals identify the individuals’ progress in developing new skills skills they need to develop and the behaviours and behaviours and how to do this they need to change K9. Discuss how to give individuals specific K5. Explain how to help individuals identify and feedback designed to improve their skills, remove obstacles that could hinder their reinforce effective behaviours and enhance progress their motivation 50 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU