NOSS HOUSEKEEPING OPERATION LEVEL 2

I551-003-2:2018

s in Technical Education and Vocational Training.

dging Association, Training and Development for the Hospitality Industry
Association(AHLEI), Pearson Education, ISBN : 9780133454239
Operations and Management (2 PAP/DVD), Oxford UnivPr, ISBN :
Leisure. (Bliss Bibliographic Classification.) ISBN : 9783598243493
al Housekeeping (5TH), Hodder Arnold, ISBN : 9780713177329
ing (4 SUB), Intl Ideas, ISBN : 9780713105810
ion, Managing Housekeeping Operations (Ahlei) Access Card (3 PSC),

53 / 75

15.5. Mini Bar Services

SECTION (I) Accommodation and Food Service
GROUP (551) Short term accommodation acti
AREA Room, Public Area, Laundry & Linen
NOSS TITLE Housekeeping Operation
COMPETENCY UNIT TITLE Mini Bar Services
LEARNING OUTCOMES The outcome of this competency is to
revenue according to organization’s s
TRAINING PRE-REQUISITE 1. Perform pre-mini bar services.
CU CODE 2. Check mini bar.
3. Open bill for posting
4. Maintain mini bar cleanliness
5. Update mini bar stock.
Not Available

I551-003-2:2018-EU

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES
1. Perform pre- 1.1 Definition of hospitable 1.1 Apply personal
mini bar
services. and its elements which grooming standards
include: room preparation.
 Grooming
 Communication 1.2 Interpret room statu

skills information.

1.2 Room category which 1.3 Handle floor maste

include: based on room
 Standard assignment.
 Superior
 Deluxe
 Suite
 Club room
 Handicap room

1.3 Room status which

include:

I551-003-2:2018

e Activities
ivities
n

o ensure the mini bar reconciliation and filling for a hotel to earn extra
standard. Upon completion of this competency unit, trainees shall be able to:

U 01 NOSS LEVEL Two (2)

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT
s for 1.1 Definition of hospitable and its
us and ATTITUDE
er key  Meticulous in interpreting elements explained.

room status and 1.2 Types of room category and
information.
 Responsible in handling status listed.
floor master key.
1.3 Types of guest category
SAFETY
 Adhere to safety & explained and listed.

security guidelines when 1.4 Floor master key usage
handling floor master key.
explained.
ENVIRONMENT
 Not Available 1.5 Personal grooming standards

applied according to hotel
standards and policy.

1.6 Room status and information

identified according to room
assignment.

54 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES
 Vacant Dirty (VD)
 Occupied Dirty (OD)
 Vacant Clean (VC)
 Occupied Clean (OC)
 Vacant Inspected (VI)
 Occupied Inspected

(OI)
 Out of Service (OS)
 Out of Order (OO)
 Out of Inventory (OI)

1.4 Guest category which

include:
 Free Independent

Travellers (FIT)
 Very Important

Person (VIP)
 Group
 Long stay
 Special attention
 Person With

Disabilities (PWD)

1.5 Floor master key log

which include:
 Date and time
 Floor master key code
 Name of associate
 Signature out
 Witness

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT

55 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES
2. Check mini bar. 2.1 Types of items which 2.1 Identify consumed,
include:
 Beverages missing, damaged a
 Snacks expired items accor
 Liquor to item list.
 Health products
2.2 Stock and replace
2.2 Mini bar checking
procedure which consumed, missing
include: damaged and expir
 Missing items according to
 Damaged (dented or list.
broken seal)
 Expiry 2.3 Record consumed,

2.3 Mini bar list which missing, damaged a
include: expired items.
 Guest Name
 Room Number
 Items Consumed
 Quantity
 Unit Price
 Guest Signature

3. Open bill for 3.1 Billing procedure which 3.1 Identify consumed
posting include:
 Guest Name items.
 Room Number
 Types Of Items 3.2 Open bill for consu
 Quantity Consumed
items.

3.3 Submit bill to front

desk/ phone billing
where applicable.

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT
, 2.1 Types of items listed.
and ATTITUDE 2.2 Mini bar checking procedure
rding  Knowledgeable and
described.
g, meticulous in checking 2.3 Mini bar list listed.
red mini bar. 2.4 Mini bar items stocked and
item  Alert in identifying
consumed, missing, replaced according to item list.
damaged and expired 2.5 All items consumed, damaged,
items.
missing and expired recorded
according to item list.

SAFETY
and  Adhere to safety &

hygiene guidelines.

ENVIRONMENT
 Not Available

umed ATTITUDE 3.1 Billing procedure described.
 Accurate in opening bill 3.2 Bill opened for consumed items.
3.3 Bill submitted to front desk for
for posting.
verification.

t SAFETY
g  Adhere to safety &

hygiene guidelines.

ENVIRONMENT
 Not Available

56 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES
4. Maintain mini 4.1 Mini bar condition 4.1 Check mini bar cab
bar cleanliness
which include: cleanliness.
 Cleanliness
 Temperature 4.2 Arrange mini bar it
 Functionality
neatly according to
4.2 Mini bar cleaning standard arrangeme

procedure which 4.3 Check mini bar
include:
 Cleaning condition.
 Defrost
4.4 Clean mini bar frid
4.5 Defrost mini bar fri

5. Update mini bar 5.1 Mini bar stock inventory 5.1 Check stock physic
stock.
which include: against consumed,
 Bin Card missing, damaged a
 Storage System expired items.
 Replenishing Report
5.2 Update bin card
5.3 Prepare daily and

monthly mini bar
inventory.

5.4 Order mini bar stoc

from superior for
replenishment.

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT
binet 4.1 Mini bar condition explained.
ATTITUDE 4.2 Mini bar items neatly arranged
tems  Knowledgeable in
o according to standard
ent. maintaining mini bar arrangement.
cleanliness. 4.3 Mini bar cleanliness confirmed
dge. in accordance with guidelines.
idge. SAFETY 4.4 Mini bar fridge functionality
 Adhere to safety & confirmed according to
manufacturer manual.
hygiene guidelines.

ENVIRONMENT
 Not Available

cally ATTITUDE 5.1 Stock physically identified
and  Knowledgeable in against consumed, missing,
damaged and expired items.
ck updating mini bar stock.
 Alert in checking stock 5.2 Daily and monthly mini bar
inventory prepared according to
physically against bin card.
consumed, missing,
damaged and expired 5.3 Mini bar stock order for
items. replenishment updated to
 Meticulous in preparing superior.
daily and monthly mini bar
inventory.

SAFETY
 Not Available

ENVIRONMENT
 Not Available

57 / 75

Employability Skills

Core Abilities
 Please refer to NCS- Core Abilities latest edition.

Social Values & Social Skills
 Please refer to Handbook on Social Skills and Social Values

References for Learning Material Development

1 Debra F. Cannon, Catherine M. Gustafson (2013), American Hotel & Lod
(AHLEI), Pearson Education, ISBN : 9780133454161

2 Rocco M Angelo (2013), Hospitality Today, American Hotel & Lodging
3 Casado Matt A., 2011. Housekeeping Management, Wiley, 2nd edition, I
4 NitschkeAleta A., William D. , FryePh.D., 2008. Managing Housekeepin

Revised editions, ISBN :9780866123365
5 Raghubalan, G. / Raghubalan, Smritee, 2009/12. Hotel Housekeeping : O

9780198061090
6 Branson, Joan C. / Lennox, Margaret, 1988/11. Hotel, Hostel and Hospita
7 Branson, Joan Cameron, 1982/08. Hotel, Hostel and Hospital Housekeepi

I551-003-2:2018

s in Technical Education and Vocational Training.

dging Association, Training and Development for the Hospitality Industry
Association(AHLEI), Pearson Education, ISBN : 9780133454239
ISBN : 978-1118071793
ng Operations, Educational Institute of the American Hotel Motel Assoc, 3
Operations and Management (2 PAP/DVD), Oxford UnivPr, ISBN :
al Housekeeping (5TH), Hodder Arnold, ISBN : 9780713177329
ing (4 SUB), Intl Ideas, ISBN : 9780713105810

58 / 75

16. Delivery Mode

The following are the recommended training delivery modes:-

KNOWLEDGE
 Lecture
 Group discussion
 E-learning, self-paced
 E-learning, facilitate
 Case study or Problem based learning (PBL)
 Self-paced learning, non-electronic
 One-on-one tutorial
 Shop talk
 Seminar
 Site visit

Skills training and skills assessment of trainees should be implem

I551-003-2:2018

SKILL
 Demonstration
 Simulation
 Project
 Scenario based training (SBT)
 Role play
 Coaching
 Observation
 Mentoring

mented in accordance with TEM requirements and actual situation.

59 / 75

17. Tools, Equipment and Materials (TEM)

HOUSEKEEPIN
LEVE

CU No. CU CODE
CU 01 I551-003-2:2018-C01
CU 02 I551-003-2:2018-C02
CU 03 I551-003-2:2018-C03
CU 04 I551-003-2:2018-C04
CU 05 I551-003-2:2018-E01

* Items listed refer to TEM’s minimum requirement for skills

Bil ITEM* RATIO (TEM

A. Tools CU1 CU2
1 Protective Gloves
2 Warning Signs 1:1
3 Dust Pan 1:5
4 Bedding 1:5
5 Toiletries 1:5
6 Floor Master Key 1:5
7 Mops 1:5
8 Brooms And Brushes 1:5
9 Buckets 1:5
10 Cloth 1:5
11 Sweeper 1:5
12 Brooms And Brushes 1:5
13 Dust Pans 1:5
14 Rags 1:5
15 Microfibre Cloth 1:5
16 High Cleaning Tools 1:5
17 Ladder 1:5
18 Caddy 1:5
1:5

I551-003-2:2018

NG OPERATION

EL 2

COMPETENCY UNIT TITLE
Guest Room Cleaning

Housekeeping Guest Services
Public Area & Facility Maintenance

Laundry Valet Services
Mini Bar Services

delivery only.

M : Trainees or AR = As
Required)
CU3 CU4 CU5

1:5
1:5
1:5

1:5
1:5
1:5
1:5
1:5
1:5
1:5
1:5
1:5
1:5
1:5
1:5
1:5

60 / 75

19 Dipper 1:5
20 Cobweb Brush
21 Dust Mop 1:5
22 Squeegee
23 Extension Pole 1:5
24 Extension Wire 1:5 1:5
25 Personal Protective Equipment (PPE) 1:5
B. Equipment 1:5
1 Housekeeping Trolley 1:5
2 Janitor Cart 1:5
3 Vacuum Cleaner 1:5
4 Telephone 1:5
5 Fax Machine 1:5
6 Carpets Shampoo Machines 1:5
7 Polishers 1:5
8 Scrubbing Machines 1:5
9 Buffing Machines 1:5
10 Carpet Extractor 1:5
11 Mini Bar Fridge 1:5
12 Coffee Maker 1:5
13 Water Boiler
14 Iron & Ironing Board 1:5
15 Hair Dryer
16 Weighing Scale 1:5
17 Digital Device/Room Control System 1:5
18 Safety Deposit Box 1:5
19 Housekeeping System
20 Blower
21 High Pressure
22 Linen Trolley
23 Linen Buggy
C. Materials
1 Cup And Saucer
2 Coffee Mug
3 Ashtray

1:5 I551-003-2:2018
1:5 61 / 75
1:5
1:5
1:5
1:5
1:5

1:5
1:5

1:5
1:5
1:5
1:5
1:5
1:5

1:5

1:5
1:5

1:5
1:5

4 Tea Spoon 1:5
5 Tumbler 1:5
6 High Ball Glass 1:5
7 Ice Bucket 1:5
8 Ice Tong 1:5
9 Coaster 1:5
10 Sugar Bowl 1:5
11 Mini Bar Stock Inventory 1:5
12 Glasses 1:5
13 Plastic Trays 1:5
14 Water Pitchers 1:5
15 Ice Blankets 1:5
16 Waste Baskets 1:5
17 Bed Sheet 1:5
18 Pillow Cases 1:5
19 Pillow Slip 1:5
20 Towels 1:5
21 Duvet Insert 1:5
22 Duvet Cover 1:5
23 Bed Runner 1:5
24 Blanket 1:5
25 Chocolate 1:5
26 Flowers 1:5
27 Bookmark 1:5
28 Goodnight Card 1:5
29 Laundry List 1:5
30 Guest Docket 1:5
31 Mini Bar Items 1:5
32 Mini Bar List 1:5
33 Coffee Making Facilities 1:5
34 Tray 1:5
35 Amenities Tray 1:5
36 Bathroom Amenities 1:5
37 Hanger 1:5
38 Shoe Baskets 1:5

I551-003-2:2018

1:5
1:5
1:5
1:5
1:5
1:5
1:5

1:5
1:5

62 / 75

39 Laundry Baskets 1:5
40 Laundry Bag 1:5
41 Shoe Shine 1:5
42 Shoe Horn 1:5
43 Shoe Tree 1:5
44 Sanitizer
45 Leather Protection Cream
46 Polisher
47 Abrasives
48 Detergents
49 Degreaser
50 Stain Remover
51 All-Purpose Cleaner
52 Floor Cleaner
53 Glass Cleaner

I551-003-2:2018

AR
AR
AR
AR
AR
AR
AR
AR
AR
AR

63 / 75

18. Competency Weightage

The following table shows the percentage of training priorities ba
(SDC).

HOUSEKEEPIN

LEVE

CU COMPETENCY COMPETENCY UNIT Perform
CODE UNIT TITLE WEIGHTAGE Prepare
45% Enter/A
I551-003- GUEST ROOM Perform
2:2018- SERVICES 10% Perform
C01 Perform
HOUSEKEEPING 35% Perform
I551-003- GUEST Perform
2:2018- 10% Replen
C02 SERVICES Receiv
Service
I551-003- PUBLIC AREA & Handle
2:2018- FACILITY Check
C03 Prepare
MAINTENANCE Perform
I551-003- Perform
2:2018- LAUNDRY Perform
C04 VALET/ LINEN Perform
Perform
SERVICES Perform
Mainta
Collect
Return
Collect

I551-003-2:2018

ased on consensus made by the Standard Development Committee

NG OPERATION
EL 2

WORK WORK ACTIVITIES
ACTIVITIES WEIGHTAGE
m pre-cleaning activities. 2%
e cleaning equipment & supplies. 5%
Access guest room. 3%
m room cleaning. 40%
m bathroom cleaning. 20%
m room final inspection. 5%
m turn down services. 10%
m periodic cleaning. 10%
nish guest room supplies. 5%
ve service request. 45%
e guest request. 40%
e lost and found items. 15%
public area assignment. 3%
e cleaning equipment & supplies. 4%
m ceiling, surface & washroom cleaning. 20%
m hard & soft floor cleaning. 20%
m internal glass cleaning. 15%
m furniture, fixture & fitting cleaning. 10%
m swimming pool cleaning. 15%
m periodic cleaning. 10%
ain public area equipment. 3%
t guest laundry. 40%
n guest laundry. 10%
t room linen. 40%

64 / 75

CU COMPETENCY COMPETENCY UNIT
CODE UNIT TITLE WEIGHTAGE

100% Return

TOTAL PERCENTAGE (CORE
COMPETENCY)

I551-003- MINI BAR 100% Perform
2:2018- SERVICES 100% Check
E01 Open b
Mainta
Update

TOTAL PERCENTAGE 40 hours
(ELECTIVE COMPETENCY)
CORE ABILITY

WORK I551-003-2:2018
ACTIVITIES
n room linen. WORK ACTIVITIES
WEIGHTAGE
m pre-mini bar services. 10%
mini bar.
bill and posting in guest folio. 15%
ain mini bar cleanliness. 35%
e mini bar stock. 10%
20%
20%

65 / 75

Sample Calculation for Summary of Training Hours

The following table shows the nominal training hours based on r
(SDC). For the purpose of the Malaysian Skills Certification throug
Malaysian Skills Certification System.

HOUSEKEEPIN

LEVE

CU COMPETENCY WORK
CODE UNIT TITLE ACTIVITY

I551-003-2:2018- Guest Room Perform pre-cleaning act
C01 Services Prepare cleaning equipm
supplies.
I551-003-2:2018- Housekeeping Enter/ Access guest room
C02 Guest Services Perform room cleaning.
Perform bathroom cleani
Perform room final inspe
Perform turn down servic
Perform periodic cleanin
Replenish guest room sup
Receive service request.
Provide guest request.
Handle lost and found ite

I551-003-2:2018- Public Area & Check public area assign
C03 Facility Prepare cleaning equipm
supplies.
Maintenance Perform ceiling, surface &
washroom cleaning.
Perform hard & soft floo
cleaning.
Perform internal glass
cleaning.

I551-003-2:2018

recommendations made by the Standard Development Committee
gh accredited centre training, the program duration is subject to the

NG OPERATION

EL 2

tivities. WORK ACTIVITY TRAINING TRAINING SKILLS
ment & DURATION DURATION CREDIT
(HOURS)
(HOURS) 50
KNOWLEDGE SKILLS
37 500 11

8 16 110 40

m. 4 10 400
60 148
ing. 30 72
ection. 8 18
ces. 14 32
ng. 14 32
pplies. 8 16
12 34
ems. 12 34

4 14

nment. 4 8
ment & 5 11

& 24 57

or 24 57

18 42

66 / 75

CU COMPETENCY WORK
CODE UNIT TITLE ACTIVITY

I551-003-2:2018- Perform furniture, fixture
C04
fitting cleaning.
I551-003-2:2018-
E01 Perform swimming pool

cleaning.

Perform periodic cleanin

Maintain public area

equipment.

Collect guest laundry.

Laundry Valet Return guest laundry.

Services Collect room linen.

Return room linen.

TOTAL HOURS (CORE COMPETE

Perform pre-mini bar serv

Check mini bar.

Mini Bar Open bill and posting in g

Services folio.

Maintain mini bar cleanli

Update mini bar stock.

TOTAL HOURS (ELECTIVE COMPETE

T

The sample calculations performed are based on the table in Section
excluding the delivery of core abilities.

I551-003-2:2018

WORK ACTIVITY TRAINING TRAINING SKILLS
DURATION DURATION CREDIT
(HOURS)
(HOURS)

e & 12 28

18 42

ng. 12 26

48

ENCY) 14 30 110 11
vices. 3 8 1120 112
14 30
guest 3 8 100 10
332 788
5 10
11 24

3 7

iness. 6 14

6 14

ENCY) 31 69 100 10
1120
TOTAL HOURS OF COMPETENCY UNIT 80

CORE ABILITY

n 18 for delivery of Level 2 training program at 1120 hours

67 / 75