NOSS HOUSEKEEPING OPERATION LEVEL 2

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT

or ATTITUDE 2.1 Suitable supplies identified for
eys.  Meticulous in preparing housekeeping trolleys according
n to room assignment.
eys. cleaning equipment &
supplies. 2.2 Appropriate supplies counted for
s and  Careful when preparing housekeeping trolleys in
d. approved chemicals. sufficient numbers with
g recommended quantities.
h SAFETY
 Adhere to safety and 2.3 Cleaning chemicals and
equipment required selected.
hygiene guidelines.
 Wear related PPE. 2.4 Cleaning chemicals accurately
prepared in appropriate process.
ENVIRONMENT
 Dispose waste chemical at 2.5 Housekeeping trolleys safely
stocked with adequate supplies,
designated area. tools and equipment for guest
room preparation.

28 / 75

WORK RELATED RELATED SKILL
ACTIVITIES KNOWLEDGE
 Sanitary Bags
2.2 Types of linen room
supplies which include:
 Bed Sheet
 Pillow Cases
 Pillow Slip
 Towels
 Duvet Insert
 Duvet Cover
 Bed Runner
 Blanket
2.3 Types of approved
cleaning chemicals
which include:
 Glass Cleaner
 Multipurpose Cleaner
 Bathroom Cleaner
 Air Freshener
2.4 Types of cleaning tools
& equipment which
include:
 Vacuum Cleaner
 Sweeper
 Brooms And Brushes
 Dust Pans
 Mop
 Rags
 Microfiber Cloth
 Caddy
 Dipper
 Bucket
2.5 Approved cleaning
chemical preparation

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT

29 / 75

WORK RELATED RELATED SKILL
ACTIVITIES KNOWLEDGE
procedure which
3. Access guest include:
room.  Chemical Safety Data
Sheet
2.6 Methods of handling
housekeeping trolley
with supplies for
services which include:
 Manual handling.
 Replenishment of
trolleys.

3.1 Security of guest rooms 3.1 Identify guest room
which include: number and status.
 Security of
housekeeping trolley 3.2 Park housekeeping
and supplies. trolley properly.
 Position of trolleys on
guest floors. 3.3 Check for guest req
 Security of guest and sign.
associate.
 Security of room 3.4 Press door bell and
assignment knock on guest roo
information. door using knuckle
 Security upon leaving
guest room. 3.5 Announce
“Housekeeping!” 3
3.2 Guest request sign which times.
include:
 Do Not Disturb 3.6 Follow procedure f
(DND) entering guest room
 Make Up Room

3.3 Procedure for entering
guest room
 Vacant room.

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT

m ATTITUDE 3.1 Security of guest rooms
 Warmly meet and greet explained.
quest
d guests. 3.2 Guest request sign listed
om  Hospitable, polite and 3.3 Procedure for entering guest
e.
3 friendly to guest. room described.
for 3.4 Housekeeping trolley properly
m. SAFETY
 Ensure safety and well- positioned in front of guest room.
3.5 Guest room entered according to
being of guests and their
property. procedure.
 Adhere to safety and
hygiene guidelines.

ENVIRONMENT
 Not Available

30 / 75

WORK RELATED RELATED SKILL
ACTIVITIES KNOWLEDGE
 Guest is asleep or in 4.1 Check general room
4. Perform room the bathroom. condition.
cleaning.  Guest is awake but
getting dressed. 4.2 Check guest room
 Guest answers your and furnishing.
request to enter.
 Guest returns while 4.3 Remove dirty bedro
cleaning. and bathroom item
4.1 Guidelines on
Occupational Safety, 4.4 Soak dirty glasswa
Health & Environmental using approved
(SHE) in the Service chemical.
Sector.
4.2 Standard guest room set- 4.5 Spray approved
up procedure. chemical on the W
4.3 Bed making procedure. Closet (WC) and
4.4 Room cleaning bathtub.
procedure which
include: 4.6 Arrange hotel mark
 Anti-clock wise collateral.
 Clock wise
4.5 Hotel marketing 4.7 Check under the be
collateral which include: trash or guest items
 Newspapers
 Flyers 4.8 Strip bed sheets an
 Brochures pillow cases.
 Stationary
 Magazines 4.9 Carry out bed maki
 Comment card process.
4.6 Soiled item cleaning
procedure. 4.10 Rearrange and n
4.7 Furniture, fixture and fold guest clothe
fitting cleaning leave within
procedure which immediate guest
for occupied roo

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT

m ATTITUDE 4.1 Guidelines on Occupational
fitting  Resourceful and Safety, Health & Environmental
oom in the Service Sector explained.
ms. knowledgeable in handling
are task. 4.2 Standard guest room set-up
 Proactive in cleaning guest procedure described.
Water room.
 Thorough in cleaning 4.3 Bed making procedure described.
keting guest room. 4.4 Hotel marketing collateral listed.
ed for 4.5 Soiled item cleaning procedure
s. SAFETY
nd  Ensure safety and well- described.
ing 4.6 Furniture, fixture and fitting
being of guests and their
property. cleaning procedure described.
 Adhere to safety, health 4.7 Guest room cleaning completed
and hygiene guidelines.
in correct order.
ENVIRONMENT 4.8 Furniture, fixture and fitting
 Dispose thrash at
cleaning completed with
designated area. appropriate technique.
 Save energy and water. 4.9 Room supplies replenished
adequately.

neatly
es and

t view
oms.

31 / 75

WORK RELATED RELATED SKILL
ACTIVITIES KNOWLEDGE
include: 4.11 Segregate items
5. Perform  Dusting stains and damag
bathroom  Polishing
cleaning. 4.12 Clean furniture,
fixtures and fittin

4.13 Check operation
readiness of all i
and equipment.

4.14 Check room defe
damaged items a
suspicious
occurrences.

4.15 Vacuum floors a
room areas.

4.16 Replenish room
supplies.

5.1 Bathroom cleaning 5.1 Clean all glasswa
procedure. according to hygi
standards.
5.2 Types of bathroom
supplies which include: 5.2 Empty trash from
 Linen container.
 Amenities
5.3 Carry out WC
cleaning.

5.4 Clean shower area
5.5 Clean vanity area

hand basin.
5.6 Clean bathroom w

and fixtures.
5.7 Rearrange toiletri

and cosmetics nea
5.8 Replenish bathroo

supplies.
5.9 Clean bathroom f
5.10 Spray air freshene

LS ATTITUDE/ SAFETY/ I551-003-2:2018
ENVIRONMENT
with ASSESSMENT CRITERIA
ge.

ngs.
nal
items

ects,
and

and

are ATTITUDE 5.1 Bathroom cleaning procedure
iene
 Resourceful and described.
m
knowledgeable in handling 5.2 Cleanliness all glassware
a.
a and task. confirmed according to safety and

walls  Proactive in cleaning hygiene guidelines.

ies bathroom. 5.3 Cleaning chemicals, apparatus
atly.
om  Thorough in cleaning and equipment selected and
bathroom. prepared.
floor. 5.4 Bathroom supply and amenities
er.
SAFETY selected and prepared.
 Adhere to safety, health 5.5 Chemical dilution measurement

and hygiene guidelines. confirmed according to
 Wear related PPE. guidelines.
5.6 Appropriate detergent applied

ENVIRONMENT around and under lip bowl while
 Dispose thrash at attending to other cleaning task.
5.7 Counter area, sink fixture and
designated area. mirror cleanliness verified.
 Save energy and water.

32 / 75

WORK RELATED RELATED SKILL
ACTIVITIES KNOWLEDGE

6. Perform room 6.1 Room final inspection 6.1 Check room set-up
final inspection. procedure which 6.2 Check adequate
include:
 Anti-clock wise amenities.
 Clock wise
6.3 Check adequate

supplies.

6.4 Check functionality

room fitting and
fixtures.

6.5 Give final glance b

leaving the rooms a
lock door properly.

6.6 Update room status

assignment.

7. Perform 7.1 Turndown service 7.1 Apply grooming a
turndown
services. procedure. personal presenta

7.2 Types of turndown standards for room

amenities which include: preparation.

 Chocolate gift 7.2 Interpret room sta

 Flowers gift and information.
 Bookmark 7.3 Handle floor mast
 Good night card
key based on room
assignment.

7.4 Identify guest roo

number and status

7.5 Park housekeepin

trolley properly.

7.6 Check for guest

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA

ENVIRONMENT

5.8 Bathroom cleaning techniques

applied.

5.9 All bathroom areas visually

scanned for final once-over.

p. ATTITUDE 6.1 Room final inspection procedure

 Knowledgeable and described.

meticulous in performing 6.2 Functionality of room fitting and

final inspection. fixtures verified.

y of SAFETY
 Adhere to safety, health
before
and and hygiene guidelines.
.
s and ENVIRONMENT
 Not Available

and ATTITUDE 7.1 Turndown service procedure
ation  Warmly meet and greet described.
m
guests. 7.2 Types of turndown amenities
atus  Hospitable, polite and listed.

ter friendly to guest. 7.3 Procedure for entering guest
m  Proactive in performing room followed.

oms turndown services. 7.4 Bathroom refreshed with
s.  Thorough in cleaning adequate room supplies.
ng
guest room. 7.1 Curtain closed and bedroom
lighting brightness adjusted to
SAFETY create appropriate atmosphere.
 Ensure safety and well-

being of guests and their
property.

33 / 75

WORK RELATED RELATED SKILL
ACTIVITIES KNOWLEDGE
request sign.
7.7 Press door bell an

knock on guest ro
door using knuckl
7.8 Announce
“Housekeeping!”
times.
7.9 Follow procedure
entering guest roo
7.10 Prepare bed for gu
use.
7.11 Refresh bathroom
adequate supplies
7.12 Draw curtain to c
appropriate
atmosphere.
7.13 Adjust bedroom
lighting.
7.14 Place turndown
amenities.

8. Perform periodic 8.1 Periodic cleaning 8.1 Interpret room sta
cleaning. procedure which include:
 Carpet Shampooing and information.
 Floor Scrubbing
 Floor Polishing 8.2 Prepare tools,
 Mattress Turning
 Day and Night equipment and
Curtain Removing approved chemica
 Vacuuming
 Fixture and Fitting 8.3 Rotate mattress
Polishing
position.
8.2 Safety and hygiene
guidelines for periodic 8.4 Remove and repla

day and night curt

8.5 Carry out shampo

and pile lifting ca

8.6 Vacuum guest roo

carpet.

LS ATTITUDE/ SAFETY/ I551-003-2:2018
ENVIRONMENT
ASSESSMENT CRITERIA
 Adhere to safety, health
nd and hygiene guidelines.
oom
le. ENVIRONMENT

 Not Available
3

e for
om.
uest

m with
s.
create

atus ATTITUDE 8.1 Periodic cleaning procedure

als.  Warmly meet and greet described.

ace guests. 8.2 Safety and hygiene guidelines for
tains.
ooing  Hospitable, polite and periodic cleaning explained.
rpet.
om friendly to guest. 8.3 Appropriate of tools, equipment

 Proactive in cleaning guest and approval chemicals prepared

room. according to work order.

 Thorough in cleaning 8.4 Clean day and night curtains
guest room. replaced properly.

8.5 Carpet cleanliness and pile lifting

SAFETY quality confirmed according to
 Ensure safety and well- pile lifting carpet procedure.
8.6 Bed making tidiness confirmed
being of guests and their

34 / 75

WORK RELATED RELATED SKILL
ACTIVITIES KNOWLEDGE
cleaning. 8.7 Polish guest room
8.3 Types of tools and
equipment which floor.
include:
 Scrubbing machine. 8.8 Carry out bathroo
 High cleaning tools.
 Carpet extractor. spring cleaning.
8.4 Types of approved
chemical. 8.9 Defrost mini bar f
 Polishing Powder 8.10 Record linens out
 Carpet Shampooing
Chemical update periodic
 Metal Polishing cleaning status.
8.5 Mini bar fridge defrosts
procedure.

9. Perform end of 9.1 Waste management 9.1 Segregate waste be
shift duty. which include: disposal.
 Types of rubbish.
 Rubbish handling 9.2 Carry out rubbish
guidelines. disposal.

9.2 Trolley cleaning and 9.3 Clean trolleys and
storing methods which equipment.
include:
 Cleaning the trolley. 9.4 Store trolleys after
 Replenish the trolley 9.5 Replenish supplies
with supplies.
items.
9.3 Housekeeping equipment 9.6 Up keep floor pantr
prior to storage which 9.7 Complete room cle
include:
 Equipment to be records.
cleaned. 9.8 Hand over updated
 Location for storing
equipment. assignment.
9.9 Hand over floor ma

keys.

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT
according to bed making
m property. procedure.
 Adhere to safety, health 8.7 Floor shininess confirmed
according to floor polishing
om and hygiene guidelines. procedure.

fridge. ENVIRONMENT
t and  Save energy and water.
 Dispose thrash at

designated area.

efore ATTITUDE 9.1 Suitable cleaning equipment
 Knowledgeable and made using appropriate safety
use. guidelines.
and detailed in preparing next
ry. shift duty. 9.2 Disposal of rubbish explained.
eaning  Comply with hygiene 9.3 Trolley cleaning and storing
guidelines and
organisation SOP. methods explained.
9.4 Floor pantry up kept according to
SAFETY
 Adhere to safety, health procedure.
9.5 Floor master key log updated.
and hygiene guidelines. 9.6 Room assignment updated.

d room ENVIRONMENT
 Dispose thrash at

aster designated area.

35 / 75

WORK RELATED RELATED SKILL
ACTIVITIES KNOWLEDGE
9.4 Floor master key log
which include:
 Time
 Signature in
 Witness

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 Raghubalan, G. / Raghubalan, Smritee, 2009/12. Hotel Housekeeping : O

9780198061090
4 K. G. Saur, Hotel Management, Housekeeping, Tourism, Recreation and
5 Branson, Joan C. / Lennox, Margaret, 1988/11. Hotel, Hostel and Hospita
6 Branson, Joan Cameron, 1982/08. Hotel, Hostel and Hospital Housekeepi
7 Nitschke, Aleta A. / Frye, William D. / American Hotel; Lodging Educati

Pearson College Div, ISBN : 9780133356083

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT

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),

36 / 75

15.2. Housekeeping Guest 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 Housekeeping Guest Services
LEARNING OUTCOMES The outcome of this competency unit
courteous housekeeping service in ac

TRAINING PRE-REQUISITE Upon completion of this competency
CU CODE 1. Receive service request.
2. Provide guest request.
3. Handle lost and found items.
Not Available

I551-003-2:2018-C0

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES
1. Receive service 1.1 Phone call answering 1.1 Receive call from g
request. ethics. or staff.

1.2 Types of guest request 1.2 Record guest or sta
which include: request.
 Need for items to be
sent to the room. 1.3 Escalate guest or st
 Servicing of room. request to related
 Repairs department.

1.3 Service request record 1.4 Identify service del
which include: within timeframe.
 Guest or staff name.
 Date & time. 1.5 Communicate feedb
 Types of request. to guest or staff.
 Time frame for types
of service.

1.4 Guest request sources

I551-003-2:2018

e Activities
ivities
n

t is to ensure those guests are satisfied with a fast, friendly, efficient and
ccordance with organization standard.

y unit, trainees shall be able to:

02 NOSS LEVEL Two (2)

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
guest
aff ENVIRONMENT
taff
ATTITUDE 1.1 Phone call answering ethics
livery
back  Knowledgeable and explained.

meticulous in receiving 1.2 Types of guest request listed.

service requests. 1.3 Service request record listed.

 Attentive, patient and 1.4 Guest request sources listed.

cordial when accepting 1.5 Appropriate interpersonal skills

requests from guests and used to ensure customer needs

staff. accurately identified.

 Maintain eye contact when 1.6 Service request information

communicating with guest. recorded.

 Responsible and prompt in 1.7 Service delivery within time
frame determined according types
attending guest enquiries
of request.
and needs

SAFETY

 Adhere to safety

requirement.

37 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES
which include:
 Face to Face
 Telephone
 Notes
 Digital

2. Provide guest 2.1 Procedure for entering 2.1 Identify room statu
request.
rooms. information.

2.2 Grooming standards 2.2 Apply personal

policies and procedures. grooming standards

2.3 Item/ equipment/ service 2.3 Identify related

delivery procedure. department to obtai
deliver service.
2.4 Item/ equipment pick-up
2.4 Prepare required ite
procedure.
equipment/ service
2.5 Bill/ chargeable item
2.5 Deliver items/
procedure.
equipment/ service
guest room.

2.6 Set up items/ equip

in guest room.

2.7 Pick up items from

room.

2.8 Update guest reque

job completion.

LS ATTITUDE/ SAFETY/ I551-003-2:2018
ENVIRONMENT
ASSESSMENT CRITERIA
ENVIRONMENT
 Not Available

us and ATTITUDE 2.1 Related department determined
 Meticulous and detailed in to obtain/deliver correct types of
s. items and equipment.
in/ handling bill statement
ems/ activities. 2.2 Procedure for entering room
es.  Proactive when searching described.
e to for required items/
pment equipment/ services. 2.3 Grooming standards policies and
m guest  Prompt and punctual when procedures described.
est for delivering items/
equipment/ service to 2.4 Item/equipment/service delivery
guest room. procedure described.

SAFETY 2.5 Item/equipment pick-up
 Ensure safety when setting procedure described.

up items/ equipment in 2.6 Bill/chargeable item procedure
guest room. described.

ENVIRONMENT 2.7 Items/ equipment/ services
 Not Available correctly sent to guest room as
per procedure.

2.8 Items/equipment correctly
installed in guest room.

2.9 Items collected from guest room
as required and at agreed time.

38 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES
3. Handle lost and 3.1 Category of lost and 3.1 Identify category of
found items. found items which and found items
include:
 Valuable 3.2 Check found items
 Non Valuable safety and legality.
 Perishable
3.3 Secure lost items in
3.2 Lost and found record locked closet or are
which include: with highly restricte
 Date & time access.
 Item
 Location 3.4 Record lost and fou
 Finder items.

3.3 Lost and found item 3.5 Hand over lost and
handling procedure found items to supe

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 Raghubalan, G. / Raghubalan, Smritee, 2009/12. Hotel Housekeeping : O

9780198061090

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
f lost ENVIRONMENT
for 3.1 Lost and found item handling
na ATTITUDE procedure described.
ea  Responsible in handling
ed 3.2 Lost and found items classified
und lost and found items. for safety and legality.
 Honest and trustworthy in
erior. 3.3 Found items recorded in lost and
handling lost and found found register.
items.
3.4 Found items safely kept in
SAFETY dedicated location.
 Adhere to safety and
3.5 Internal staff promptly informed
security guidelines for to facilitate return of found item
valuable items. to guest.

ENVIRONMENT
 Not Available

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
Operations and Management (2 PAP/DVD), Oxford UnivPr, ISBN :

39 / 75

5 K. G. Saur, Hotel Management, Housekeeping, Tourism, Recreation and
6 Branson, Joan C. / Lennox, Margaret, 1988/11. Hotel, Hostel and Hospita
7 Jones Thomas J. A. , 2007. Professional Management of Housekeeping, W
8 Branson, Joan Cameron, 1982/08. Hotel, Hostel and Hospital Housekeepi
9 Nitschke, Aleta A. / Frye, William D. / American Hotel; Lodging Educati

Pearson College Div, ISBN : 9780133356083

I551-003-2:2018

Leisure. (Bliss Bibliographic Classification.) ISBN : 9783598243493
al Housekeeping (5TH), Hodder Arnold, ISBN : 9780713177329
Wiley, 5th edition, ISBN : 978-0471762447
ing (4 SUB), Intl Ideas, ISBN : 9780713105810
ion, Managing Housekeeping Operations (Ahlei) Access Card (3 PSC),

40 / 75

15.3. Public Area & Facility Maintenance

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 Public Area & Facility Maintenance
LEARNING OUTCOMES The outcome of this competency uni
organization’s standards and regulatio

TRAINING PRE-REQUISITE Upon completion of this competency
CU CODE 1. Check public area assignment.
2. Prepare cleaning equipment & sup
3. Perform ceiling, surface & washro
4. Perform hard & soft floor cleaning
5. Perform internal glass cleaning.
6. Perform furniture, fixture & fitting
7. Perform swimming pool cleaning.
8. Perform periodic cleaning.
9. Maintain public area equipment.
Not Available

I551-003-2:2018-C0

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES
1. Check public 1.1 Public area section 1.1 Apply personal
area
assignment. which include: grooming standards
 Lobby public area and
 Front Desk maintenance.
 Elevators
 Public Restrooms 1.2 Identify public area
 Swimming Pool Area
 Banquet and Meeting daily assignment.

Rooms 1.3 Interpret event orde
 Housekeeping Area
information.

1.4 Identify types of pu

area and maintenan

I551-003-2:2018

e Activities
ivities
n

it is to create a clean, proper environment of public area in accordance with
ons.

y unit, trainees shall be able to:

pplies.
oom cleaning.
g.

g cleaning.

03 NOSS LEVEL Two (2)

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
s for ENVIRONMENT
1.1 Public area section listed.
ATTITUDE 1.2 Event order information
 Meticulous in checking
explained.
public area assignment.
1.3 Types of public area and
a SAFETY
 Adhere to safety and maintenance service specified in
er specific requirements.
hygiene guidelines.
ublic
nce ENVIRONMENT
 Not Available

41 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES
 Car Park services.
2. Prepare  Offices
cleaning 2.1 Identify public area
equipment & 1.2 Event order information cleaning checklist a
supplies. recording format.
which include:
 Types of Event 2.2 Identify supplies fo
 Location janitor cart.
 Duration
 Number of Attendees 2.3 Arrange supplies in
janitor cart.
1.3 Types of public area and
2.4 Prepare approved
maintenance services
which include:
 Cleaning glass and

window area.
 Wiping and dusting

lobby telephones.
 Polishing drinking

fountains.
 Dusting furniture and

table fixtures.
 Vacuuming carpet.
 Sweeping tile and

hardwood floor areas.
 Cleaning window

sills.
 Dusting ceiling vents.
2.1 Types of cleaning tool,
equipment and material
usage which include:
 Broom and dustpan
 Mop and bucket
 Sponges
 Rags
 Abrasive pads

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT

a ATTITUDE 2.1 Public area cleaning checklist
and  Systematic in preparing and recording format for
maintenance activities identified.
cleaning equipment &
or supplies. 2.2 Appropriate cleaning equipment
and consumable prepared in
 Careful when preparing required activities.
n approved chemicals.
2.3 Public area supplies replenished
SAFETY in janitor cart.

42 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES

 Microfiber cloth cleaning chemicals
 Dusting solution equipment required
 Vacuum 2.5 Load janitor cart sa
with adequate supp
2.5 Types of approved

cleaning chemicals
which include:
 Sanitizer
 Leather Protection

Cream
 Polisher
 Abrasives
 Detergents
 Degreaser
 Stain Remover
 All-Purpose Cleaner
 Floor Cleaner
 Glass Cleaner

2.6 Approved cleaning

chemical handling
procedure which
include:
 Safety Data Sheet

(SDS)
 Personal Protective

Equipment (PPE)

3. Perform ceiling, 3.1 Safety and hygiene 3.1 Assess ceiling, surf
surface & procedure which and washroom area
washroom include: be cleaned.
cleaning.  Types of hazard and
effects 3.2 Prepare work site.
3.3 Prepare ceiling, sur
3.2 Work site preparation
which include: and washroom clea
equipment and

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT
s and 2.4 Cleaning chemical handling
d.  Adhere to safety and procedure confirmed for cleaning
afely hygiene guidelines. activities.
plies.
 Wear related PPE.

ENVIRONMENT
 Dispose waste chemical at

designated area.

face ATTITUDE 3.1 Ceilings, surface and washroom
as to  Meticulous in cleaning areas identified for cleaning
activities.
rface ceiling, surface &
aning washroom. 3.2 Work site correctly set in
accordance with safety
SAFETY guidelines.
 Adhere to safety and
3.3 Suitable cleaning equipment and

43 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES

 Signage chemicals.
 Extension Wire 3.4 Dust ceilings, surfa
 Barricade Cones And
and washroom.
Tape 3.5 Vacuum surface an
3.3 Ceiling cleaning
washroom.
procedure which 3.6 Mop surface and
include:
 Above 3m outsource washroom.
3.7 Polish surface and
to contractor
 In house safety washroom.
3.8 Clean equipment an
procedure
 Select a cleaner that is chemicals.
3.9 Store equipment an
appropriate for the
type of ceiling. chemicals.
 Cover furnishing or
fixtures.
 Spray cleaning
solution.
 Wipe non-porous
surface.
 Cleaning technique
for ceilings.
3.4 Surface and washroom
cleaning procedures.

4. Perform hard & 4.1 Types of flooring which 4.1 Assess floor area to
soft floor
cleaning. include: cleaned.
 Hard flooring
4.2 Prepare work site.
(Terracotta, Marbles, 4.3 Prepare floor area
Tiles and Granite)
 Soft flooring cleaning equipmen
(Carpet, Parquet and approved chemical
Vinyl)
4.4 Mop floor areas.
4.5 Clean floor areas.

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA

ENVIRONMENT

hygiene guidelines. chemicals utilised according to

ace  Wear related PPE. safety guidelines.

3.4 Ceiling, surface and washroom

nd ENVIRONMENT sprinkled using suitable

 Dispose thrash at techniques.

designated area. 3.5 Ceiling, surface and washroom

 Save energy and water. cleanliness confirmed.
3.6 Surface and washroom

confirmed cleanliness.

nd 3.7 Cleaned equipment and

chemicals kept in store room.

nd

o be ATTITUDE 4.1 Floor areas to be cleaned verified
 Meticulous in cleaning for cleaning activities.

hard & soft floor. 4.2 Work site correctly set in
accordance with safety
nt and SAFETY guidelines.
ls.  Adhere to safety and
4.3 Suitable cleaning equipment and
hygiene guidelines. chemicals made using
 Wear related PPE. appropriate safety guidelines.

4.4 Floor area cleanliness confirmed

44 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES

4.2 Floor cleaning 4.6 Scrub floor areas.
4.7 Polish floor areas.
procedures for hard floor 4.8 Sanitise floor areas
which include: 4.9 Carry out carpet
 Sweep/dust all
shampooing.
exposed floor areas
 Mop floor with warm 4.10 Clean equipment

water and appropriate use.
cleaning solution
 Dry mop floor 4.11 Store equipment a

4.3 Floor cleaning chemicals.

procedures for soft floor
which include:
 Sweep/dust all

exposed floor areas.
 Vacuum carpet.

5. Perform internal 5.1 Types of glass panel 5.1 Assess glass and
glass cleaning. which include: window surface to
 Sliding Door cleaned.
 External Glass
 Mirror 5.2 Prepare work site.
 Picture Frame 5.3 Prepare glass and
 Bubble Lift
window surface cle
5.2 Glass and window equipment and chem
surface cleaning 5.4 Wipe glass and win
procedure which surface areas.
include: 5.5 Scrub glass and win
 Above 3m outsource surface areas.
to contractor 5.6 Scrap glass and win
 In house safety surface areas.
procedure 5.7 Squeegee glass and
window surface are
5.8 Clean equipment af
use.
5.9 Store equipment an

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT
using mopping, scrubbing,
ENVIRONMENT polishing and sanitizing
 Dispose thrash at techniques with minimum
s. designated area. disruption to guests.
 Save energy and water. 4.5 Cleaned equipment and
chemicals kept in store room.
after

and

ATTITUDE 5.1 Types of glass panel listed.
be  Meticulous in cleaning 5.2 Glass and window surface

internal glass panels. cleaning procedure described.
5.3 Glass and window surface to be
eaning SAFETY
mical.  Adhere to safety and cleaned identified for cleaning
ndow activities.
hygiene guidelines. 5.4 Work site correctly set in
 Wear related PPE. accordance with safety
guidelines.
ndow ENVIRONMENT 5.5 Suitable cleaning equipment and
 Dispose thrash at chemicals utilised according to
ndow safety guidelines.
designated area. 5.6 Glass and window surface
d  Save energy and water. cleanliness confirmed using
eas. wiping, scrubbing, scraping and
fter squeegeeing techniques
including windows blinds with
nd minimum disruption to guests.

45 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES chemicals.

6. Perform 6.1 Types of furniture, 6.1 Assess furniture an
furniture, fixture & fitting fittings to be cleane
fixture & fitting materials which include:
cleaning.  Stainless steel 6.2 Prepare work site.
 Brass 6.3 Prepare furniture an
 Wood
 Glass fitting cleaning
 Chrome equipment and
 Leather chemicals.
 Stone 6.4 Rub, wipe, dust and
moisturize leather
6.2 Furniture, fixture & furniture.
fitting standard 6.5 Dust, spot clean an
arrangement. wash fabric furnitu
6.6 Dust, clean and pol
6.3 Furniture, fixture & fitting.
fitting cleaning 6.7 Clean equipment af
procedures which use.
include: 6.8 Store equipment an
 Wipe chemicals.
 Polish
 Moisturize
 Rub
 Blow dry
 Dust

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA

ENVIRONMENT

5.7 Cleaned equipment and

chemicals kept in store room.

nd ATTITUDE 6.4 Types of furniture, fixture &
ed.  Meticulous in cleaning fitting materials listed.

furniture, fixtures & 6.5 Furniture fixture & fitting
nd fittings. cleaning procedures.

SAFETY 6.6 Furniture fixture & fitting to be
 Adhere to safety and cleaned identified for cleaning
d hygiene guidelines activities.
 Wear related PPE.
6.1 Work site correctly set in
nd ENVIRONMENT accordance with safety
ure.  Dispose thrash at guidelines.
lish designated area
6.2 Suitable cleaning equipment and
 Save energy and water. chemicals utilised according to
fter safety guidelines.

nd 6.3 Leather furniture cleanliness
confirmed using moisturizing,
rubbing, wiping, blowing dry,
dusting and vacuuming
techniques including with
minimum disruption to guest.

6.4 Fitting cleanliness confirmed
using vacuuming, blowing dry,
dusting, rinsing and washing
techniques including with
minimum disruption to guest.

46 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES  Vacuum

7. Perform 7.1 Swimming pool cleaning 7.1 Prepare swimming
swimming pool procedures areas cleaning
cleaning. equipment and
7.2 Maintenance of pool chemicals.
which include:
 Water pH testing 7.2 Clean, scrub and va
procedures swimming pool usi
 Replenishment of suitable techniques
chlorine with minimum
 Backwash procedure disruption to guests

7.3 Swimming pool safety 7.3 Determine water qu
procedures. problem diagnosis a
treatment.

7.4 Carry out pool
maintenance.

7.5 Clean equipment af
use.

7.6 Store equipment an
chemicals.

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT
6.5 Fitting cleanliness confirmed
pool ATTITUDE using dusting, cleaning and
 Meticulous in cleaning polishing techniques including
swimming pool. with minimum disruption to
guest.
acuum SAFETY
ing  Adhere to safety and 6.6 Cleaned equipment and
s and chemicals kept in store room.
hygiene guidelines.
s.  Wear related PPE. 7.1 Suitable cleaning equipment and
uality chemicals utilised according to
and ENVIRONMENT safety guidelines.
 Dispose thrash at
fter 7.2 Swimming pool cleanliness
designated area. confirmed using scrubbing and
 Save energy and water. vacuuming techniques and with
minimum disruption to guest.

7.3 Water quality problem solved
with correct diagnosis and
appropriate treatment process.

7.4 Cleaned equipment and
chemicals kept in store room.

nd

47 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES
8. Perform 8.1 Periodic cleaning area 8.1 Identify periodic
periodic which include:
cleaning.  Parameter Drainage cleaning area and ta
 Driveway
 Porch 8.2 Prepare tools, equip
 Pool Deck
 External Wall and approved chem
 Canopy Roof Top
8.3 Identify cleaning
8.2 Periodic cleaning
procedure which include: process based on ar
 High Pressure
Cleaning 8.4 Prepare work site.
 Carpet Shampoo 8.5 Carry out periodic
 Floor Scrubbing
 Floor Polishing cleaning process.
 Fixture And Fitting
Polishing 8.6 Update periodic

8.3 Safety and hygiene cleaning record.
guidelines for periodic
cleaning.

9. Maintain public 9.1 Types of public area 9.1 Identify cleaning
area cleaning cleaning equipment schedule.
equipment. maintenance which
include: 9.2 Identify cleaning
 Preventive equipment for
maintenance maintenance.
 Corrective
maintenance 9.3 Clean public area
equipment.
9.2 Public area cleaning
equipment cleaning 9.4 Check functionality
procedure. of public area
equipment.

9.5 Store public area
equipment.

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT
ask. 8.1 Suitable cleaning equipment and
pment ATTITUDE chemicals utilised. according to
micals.  Meticulous in periodic safety guidelines.

rea. cleaning activities. 8.2 Periodic cleaning procedure
described.
SAFETY
 Adhere to safety and 8.3 Work site correctly set in
accordance with safety
hygiene guidelines. guidelines.
 Wear related PPE.
8.4 Periodic cleaning task confirmed
ENVIRONMENT using appropriate techniques and
 Dispose thrash at with minimum disruption to
guest.
designated area.
 Save energy and water. 8.5 Cleaned equipment and
chemicals kept in store room.

ATTITUDE 9.1 Types of public area equipment

 Meticulous in maintaining maintenance explained.

public area equipment. 9.2 Public area equipment cleaning

procedure described.

SAFETY 9.3 Functionality of public area

 Adhere to safety and equipment checked according to

hygiene guidelines. manufacturer manual.

y  Wear related PPE. 9.4 Appropriate cleaning equipment

procedure applied in accordance

ENVIRONMENT with types of cleaning equipment

 Dispose thrash at and required process.
9.5 Cleaned equipment kept in store

48 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES

9.6 Update public area
maintenance equipm

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 Raghubalan, G. / Raghubalan, Smritee, 2009/12. Hotel Housekeeping : O

9780198061090
5 K. G. Saur, Hotel Management, Housekeeping, Tourism, Recreation and
6 Branson, Joan C. / Lennox, Margaret, 1988/11. Hotel, Hostel and Hospita
7 Branson, Joan Cameron, 1982/08. Hotel, Hostel and Hospital Housekeepi
8 Nitschke, Aleta A. / Frye, William D. / American Hotel; Lodging Educati

Pearson College Div, ISBN : 9780133356083

LS ATTITUDE/ SAFETY/ I551-003-2:2018
ment. ENVIRONMENT
ASSESSMENT CRITERIA
designated area room.
 Save energy and water.

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
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),

49 / 75

15.4. Laundry Valet/ Linen 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 Laundry Valet/ Linen Services
LEARNING OUTCOMES The outcome of this competency unit
according to the standard policies and

TRAINING PRE-REQUISITE Upon completion of this competency
CU CODE 1. Collect guest laundry.
2. Return guest laundry.
3. Collect room linen.
4. Return room linen.
Not Available

I551-003-2:2018-C0

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES
1. Collect guest 1.1 Phone call answering 1.1 Receive call from c
laundry ethics. centre/guest.

1.2 Guest laundry list which 1.2 Record room numb
include: collection.
 Room Number
 Items 1.3 Pick up guest laund
 Quantity from guest room.
 Guest’s Signature
1.4 Determine types of
1.3 Guest laundry collection laundry.
procedure which
include: 1.5 Count guest laundr
 Check quantity items.
against laundry list
 Check items against 1.6 Check guest laundr
laundry list room number, item
articles and quantit

1.7 Check all pockets
lapels for persona
belongings.

I551-003-2:2018

e Activities
ivities
n

t is to ensure that all laundry services for the hotel guests and rooms are done
d on time.
y unit, trainees shall be able to:

04 NOSS LEVEL Two (2)

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT
call 1.1 Phone call answering ethics
ATTITUDE explained.
ber for  Meticulous in collecting
1.5 Guest laundry collection
dry guest laundry. procedure described.
 Courteous when
f guest 1.6 Types of service listed.
answering phone call 1.7 Guest laundry checked for stain,
ry from guest.
 Responsible and honest damage or personal belonging
ry when checking guest left by guest according to
ms/ laundry. checking procedure.
ty  Warm, friendly and
s and professional when
al greeting guests.

SAFETY
 Ensure safety and well-

50 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES
 Check condition 1.8 Store personal
2. Return guest (Torn, discolouring & belongings secure
laundry. stain)
1.9 Notify any stain o
1.4 Types of service which damage to guest
include: laundry.
 Express
 Regular 1.10 Hand over guest
 Special Request laundry items to
laundry departmen

2.1 Guest laundry delivery 2.1 Identify guest room

procedure which number.
include:
 Determine time of 2.2 Return guest laundr

delivery. room.
 Determine delivery
2.3 Advice returned ite
location (Guest room
or Front desk). guest.
 Record guest laundry
delivery. 2.4 Place guest laundry

according to hotel
standards.

2.5 Mark off room num

on delivery list.

2.6 Update guest laund

delivery record.

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT
ely.
on or being of guest laundry
items.

ENVIRONMENT
 Not Available

nt.

m ATTITUDE 2.1 Guest laundry delivery procedure
ry to  Resourceful and punctual described.
ems to
y in returning laundered 2.2 Guest laundry returned within
guest laundry. stipulated time.
mber  Warm, friendly and
dry professional when 2.3 Guest laundry placed at
greeting guests. designated area in the room
according to hotel standards.
SAFETY
 Ensure safety and well- 2.4 Guest laundry record updated.

being of guest laundry
items.

ENVIRONMENT
 Not Available

51 / 75

WORK RELATED KNOWLEDGE RELATED SKILL
ACTIVITIES
3. Collect room 3.1 Types of room linen 3.1 Identify floor for li
linen.
which include: collection.
4. Return room  Bed Sheet
linen.  Pillow Cases 3.2 Collect room linen
 Pillow Slip
 Towels linen trolley.
 Duvet Cover
 Bed Runner 3.3 Hand over room lin
 Blanket
 Yukata/ Bathrob laundry department

3.2 Room linen collection 4.4 Identify floor pantr
4.5 Identify room linen
procedure.
level.
3.3 Method of delivery 4.6 Replenish clean lin

room linen to laundry floor pantry.
department which 4.7 Arrange clean linen
include:
 Linen Trolley according to types
 Linen Chute linen.
 Linen Buggy 4.8 Update room linen
4.1 Room linen delivery record.
procedure which
include:
 Determine time of

delivery.
 Determine delivery

location.
 Clean linen

arrangement.
 Record room linen

delivery.

I551-003-2:2018

LS ATTITUDE/ SAFETY/ ASSESSMENT CRITERIA
ENVIRONMENT
inen 3.1 Types of room linen listed
ATTITUDE 3.2 Room linen collection procedure
using  Knowledgeable and
described.
nen to meticulous in collecting 3.3 Method of room linen delivery to
t. room linen.
laundry department explained.
SAFETY 3.4 Room linen collected and handed
 Not Available
over to laundry department
according to collection procedure.

ENVIRONMENT
 Not Available

ry ATTITUDE 4.1 Room linen delivery procedure
n par  Knowledgeable and described.

nen at meticulous in returning 4.2 Clean linen replenished and
laundered items. arranged at floor pantry
according to types of linen.
n SAFETY
of  Not Available 4.3 Room linen record updated.

ENVIRONMENT
 Not Available

52 / 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 Raghubalan, G. / Raghubalan, Smritee, 2009/12. Hotel Housekeeping : O

9780198061090
4 K. G. Saur, Hotel Management, Housekeeping, Tourism, Recreation and
5 Branson, Joan C. / Lennox, Margaret, 1988/11. Hotel, Hostel and Hospita
6 Branson, Joan Cameron, 1982/08. Hotel, Hostel and Hospital Housekeepi
7 Nitschke, Aleta A. / Frye, William D. / American Hotel; Lodging Educati

Pearson College Div, ISBN : 9780133356083