03. TBA DOC. MUK LAUNDRY ATTENDAN HHK-04_compressed

DOCUMENT OF ASSESSMENT
LAUNDRY ATTENDANT : HHK-04

:

No. Attd.List :

DOCUMENT COMPLETENESS CHECKLIST

REAL ASSESSMENT : LAUNDRY ATTENDANT : HHK – 04

NO. LIST of DOCUMENT COMPLETE* DESCRIPTION
A. PRIOR CONSULTATION
YES NO

1 FR.APL.01 Assessment Registration Form ☐☐

2 FR.APL.02 Self Assessment ☐☐

3 Candidate Portofolio ☐ ☐
☐ ☐
4 FR.PAAP.02 MAP / Matrix Of Assessment Instruments ☐ ☐
Agains Unit or Cours Requirements ☐ ☐

5 Certification Shceme + Competency Standard

6 FR.PAAP.01 Plan of Assessment Activities and Process

7 FR.PC Prior Consutation ☐☐

ASSESSMENT TOOLS (PERANGKAT ASESMEN DISESUAIKAN DENGAN MAPA-01/MAPA-02)

8 FR.OC Observation Checklist ☐☐

9 FR.OQ Oral Question ☐☐

10 FR.IQ Interview Question ☐☐

11 FR.WQ Written Questions ☐☐

12 FR.AWQ Answers to Written Question ☐☐

13 FR.VPC Portovolio Verification Checklist ☐☐

14 FR.TPS Third Party Statement ☐☐

15 ☐ ☐

B. ASSESSMENT DECISION: ☐☐
16 FR.CRS Competency Recording Sheet ☐☐

17 FR.FF Feedback Form

C. ASSESSMENT REPORT ☐☐
18 FR.EAP Evaluate Asean Processes

19 FR.VAP Validation Asean Assessment ☐☐

D. VALIDATION ☐☐
20 FR.AV Assessment Validation

Assessor Competency: ADMIN LSP:

Name : Name :

Sign : Sign :

APL.01 ASSESSMENT REGISTRATION FORM

1 : Personal Data
Fill it include personal data, the data of formal education as well as the data of your current work.

a. Personal data

Name :

No. KTP / NIK / PASSPORT :

Place and date of birth :

Gender : Male/Female *

Nationality :

Home address :

Postal code :

Phone/E-mail : Home : Office :

PH : E-mail :

Education :

b. Current Jobs/Position :
:
Name of Industry :
Position
Office address

No. Phone/Fax/E-mail : Phone : Postal code :
E-mail : Fax :

2: UNIT COMPETENCY

The Unit Competencies requirement : LAUNDRY ATTENDANT

Certification scheme : LAUNDRY ATTENDANT

Job Index Number : HHK-04 /KBLI-KBJI (5511...-9620)

THE UNIT COMPETENCIES REQUIREMENT

Common Core and Generic Competencies

No. Unit Code Unit Title International
Standard

1 D1.HOT.CL1.01 Work effectively with customers and colleagues

2 D1.HOT.CL1.02 Work in a socially diverse environment

3 D1.HOT.CL1.03 Implement occupational health and safety procedures

4 D1.HOT.CL1.05 Perform clerical procedures

5 D1.HOT.CL1.08 Maintain hospitality industry knowledge ACCSTP
6 D1.HOT.CL1.11 Manage and resolve conflict situations

7 D1.HOT.CL1.12 Perform basic First Aid Procedures

8 D1.HOT.CL1.13 Perform Child Protection Duties Relevant To The Tourism Industry

9 D1.LAN.CL1.01 Converse English at a basic operational level

10 D1.HOT.CL1.06 Access and retrieve computer-based data

Functional Competencies

11 D1.HHK.CL3.04 Maintain and operate an industrial laundry facility ACCSTP
12 D1.HHK.CL3.07 Clean and maintain industrial work area and equipment
13 D1.HHK.CL3.05 Launder linen and guests’ clothes
14 D1.HSS.CL4.09 Provide a lost and found facility

3 : The Documen

Availabe Unavailable
No. Basic evidence
☐
Qualified Unqualified ☐
☐
1. Have a Tourism Vocational High School diploma in the field of

Housekeeping / Participant educated on SMK, have a ☐ ☐
Competece sskill of Hospitality which has complete all the

lesson.

2. Have a Room Attendant competency-based training ☐ ☐
certificate for in the field of Housekeeping, or have certificate

of having carried out Industrial Work Practice (Prakerin.)

3. Workers in the Room Attendant occupation in the tourism ☐ ☐
industry have at least passed the certificate II training, or have

held the position of Room Attendant with 1 year experience.

Recommendation : Candidate :
Name
Based on the above evidence, the candidate:
*Accepted / Not Yet Accepted as a an Signature/
assessee. Date

*choose one Assessor :
Remarks : Name
No. Reg.

Signature/
Date

FR. APL-02. SELF ASSESSMENT

Title : LAUNDRY ATTENDANT

Scheme of Certification Job Index Number : HHK-04 /KBLI-KBJI (5511...-9620)
(Occupation)

SELF ASSESSMENT GUIDE

Instructions:

 Read each of the questions in the left hand column of the chart
 Place a tick in the box if you believe that you can perform the tasks described.
 Complete the column in the right hand side by listing any evidence you have to show that you perform

these tasks.

Unit of D1.HOT.CL1.01

Competency : 1 WORK EFFECTIVELY WITH CUSTOMERS AND COLLEAGUES

Can I ? PC NYC Evidence
Evidence
Element /PC

1.1 Communicate effectively 
1.2 Establish and maintain effective relationships with colleagues and

customers

1.3 Work in a team.

Unit of D1.HOT.CL1.02
Competency : 2
WORK IN A SOCIALLY DIVERSE ENVIRONMENT

Can I ? PC NYC

Element /PC 
2.1 Communicate with customers and colleagues from diverse
backgrounds.
2.2 Deal with cross cultural Misunderstandings

Unit of D1.HOT.CL1.03
Competency : 3 IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

Can I ? PC NYC Evidence
Evidence
Element /PC  Evidence
3.1 Provide information on health and safety procedures
3.2 Implement and monitor procedures for controlling hazards and risks
3.3 Implement and monitor health and safety training
3.4 Maintain health and safety records

Unit of D1.HOT.CL1.05
Competency : 4 PERFORM CLERICAL PROCEDURES

Can I ? PC NYC
Element /PC

4.1 Process office documents
4.2 Draft correspondence
4.3 Maintain document systems

Unit of D1.HOT.CL1.08
Competency : 5 MAINTAIN HOSPITALITY INDUSTRY KNOWLEDGE

Can I ? PC NYC

Element /PC 

5.1 Seek information on the hospitality industry

5.2 Source and apply information on legal and ethical issues for the

hospitality industry

5.3 Update hospitality industry knowledge

Unit of D1.HOT.CL1.11

Competency : 6 MANAGE AND RESOLVE CONFLICT SITUATIONS

Can I ? PC NYC Evidence
Evidence
Element /PC 

6.1 Respond to complaints PC NYC

6.2 Identify and manage conflict situations 

6.1 Resolve conflict situations

Unit of D1.HOT.CL1.12
Competency : 7 PERFORM BASIC FIRST AID PROCEDURES

Can I ?

Element : PC

7.1 Assess the situation

7.2 Apply basic first aid techniques

7.3 Communicate details of the incident

Unit of D1.HOT.CL1.13

Competency : 8 PERFORM CHILD PROTECTION DUTIES RELEVANT TO THE TOURISM INDUSTRY

Can I ? PC NYC Evidence

Element /PC

8.1 Identify the issue of sexual exploitation of children by tourists 
8.2 Describe national, regional and international actions to prevent the

sexual exploitation of children by tourists
8.3 Describe actions that can be taken in the workplace to protect

children from sexual exploitation by tourists

Unit of D1.LAN.CL1.01

Competency : 9 CONVERSE ENGLISH AT A BASIC OPERATIONAL LEVEL

Can I ? PC NYC Evidence

Element /PC

9.1 Participate in simple conversations on familiar topics with work

colleagues

9.2 Respond to simple verbal instructions or requests 
9.3 Make simple requests

9.4 Describe routine procedures

9.5 Express likes, dislikes and preferences

9.6 Identify different forms of expression in English

Unit of D1.HOT.CL1.06

Competency : 10 ACCESS AND RETRIEVE COMPUTER-BASED DATA

Can I ? PC NYC Evidence

Element /PC  
10.1 Open file

10.2 Access computer-based data

10.3 Retrieve computer-based data

Unit of D1.HHK.CL3.04

Competency : 11 MAINTAIN AND OPERATE AN INDUSTRIAL LAUNDRY FACILITY

Can I ? PC NYC Evidence

Element 1: Perform basic laundry functions

 Performance Criteria: 
1.1 Receiving soiled linen?
1.2 Sorting/counting items for laundering?.
1.3 Weighting items?.

1.4 Operating washer extractors or CBW?.

1.5 Operating dryers?

1.6 Complete finishing process?
1.7 Sorting linen for re-wash?

1.8 Sorting linen for repairs?

1.9 Counting/packaging and transporting?

Element 2: Perform dry cleaning functions 
 Performance Criteria:
2.1 Receiving and checking items?.
2.2 Sorting items for dry cleaning/washing?.
2.3 Completing stain removal process?.
2.4 Operating dry cleaning machine?.
2.5 Performing pressing, inspection, minor repairs and finishing
activities?.
2.6 Packaging and transport items?.

Element 3: Complete and maintain laundry 
 Performance Criteria:
3.1 Completing required internal records?.
3.2 Completing required external records?.

Element 4: Undertake Maintenance Functions

 Performance Criteria: 
4.1 Understanding and following basic maintenance functions?.

4.2 Arranging for maintenance professionals?.

Unit of D1.HHK.CL3.07

Competency : 12 CLEAN AND MAINTAIN INDUSTRIAL WORK AREA AND EQUIPMENT

Can I ? PC NYC Evidence
Evidence
Element 1: Selecting and arranging equipment

 Performance Criteria:

1.1 Select equipment according to the type of cleaning performed 
1.2 Check all equipment and safety working condition before use

1.3 Select and prepare cleaning supplies and chemicals in accordance with the

manufacturer's requirements for occupational health and safety.

1.4 Select and use protective clothing if necessary

Element 2: Cleaning dry and wet areas

 Performance Criteria:

2.1 Prepare the area to be cleaned and clear of hazards

2.2 Marking appropriate, work areas to reduce risks to colleagues and

customers.

2.3 Select the correct chemical for a given area and use it according to 
safety procedures.

2.4 Use equipment correctly.

2.5 Dispose of waste and chemical residues in accordance with safe and

healthy environmental requirements.

Element 3: Maintain and store cleaning equipment and chemicals

 Performance Criteria: 
3.1 Clean the equipment after use according to the manufacturer's

instructions.

3.2 Carried out maintenance routine in accordance with company

procedures.

3.3 Correctly identify errors and report them in accordance with

company procedures.

3.4 Store equipment in designated areas and in a condition ready for reuse.

3.5 Store chemicals in accordance with health and safety requirements?.

Unit of D1.HHK.CL3.05

Competency : 13 LAUNDER LINEN AND GUESTS’ CLOTHES

Can I ? PC NYC

Element 1: Processing and washing guest linen and clothing

 Performance Criteria:

1.1 Choose the right laundry according to the washing process needed

and the importance of the laundry item?.

1.2 Choose the correct washing method according to the clothing label

code and based on: type of fiber and fabric, drying speed and number

of stains?. 
1.3 Checking laundry for stain content and proper process applied

according to company standards?.

1.4 Use cleaning agents and chemicals properly according to the

manufacturer's instructions?.

1.5 Operate washing equipment/equipment according to manufacturer's

instructions?.

1.6 Checking laundry after washing process?.

Element 2: Ironing guest linen and clothes

 Performance Criteria:

2.1 Selecting Laundry according to the ironing process?. 
2.2 Iron the laundry after the washing process according to company

standards?.

Element 3: Packing and storing guest linen and clothing 
 Performance Criteria:
3.1 Package and serve Guest laundry according to company standards?.
3.2 Follow recording procedures correctly in accordance with company
standards?.
3.3 Fold laundry properly according to company standards?.
3.4 Storing finished laundry according to company standards?.

Unit of D1.HSS.CL4.09
Competency : 14 PROVIDE A LOST AND FOUND FACILITY

Can I ? PC NYC Evidence

Element 1: Follows a loss & find procedure

 Performance Criteria:

1.1 Record the location, date and time when the item was found or lost?.  

1.2 Storing and documenting records?.

Element 2: Complete lost & found documentation 
 Performance Criteria:
2.1 Record the item description and details in the Lost & Found Book or
Register?.
2.2 Label and store items found in accordance with the order of the date
in the right location?.

Element 3: Following the procedure for the goods being invoiced 
 Performance Criteria:
3.1 Mark/date the claimed goods by the claimant and inspect. identity?.
3.2 Recording goods billing data?.

Candidate Name: Date: Candidate signature:

Reviewed By Trainer and/or Assessor

Name Assessor: Recommendations: Signature and date:

FR-PAAP-01. PLAN OF ASSESSMENT ACTIVITIES AND PROCESSES

Certification Standards/
Certification Scheme : LAUNDRY ATTENDANT

Scheme Code : SKM-271-014-HHK-04

Job index number : HHK-04 /KBLI-KBJI (5511...-9620)

1. Assessment Approach Outcomes of training and/or education:

1.1. Candidate

Experienced workers
Training / self-study

Purposes of Certification RCC RPL Results of training/ Others:
Assessment learning process
Context of Real workplace
Assessment: Environment Simulated workplace

Opportunities for Available Limited
collecting evidence in a
number of situations   Evidence to support the assessment / RPL:
  Work activities at the candidate's workplace:
Relationships between   Learning Activities:
competency standards
and: By Certification Body

who carries out the By Training Organization
assessment/RPL

Relevant people to By company assessor
confirm LSP certification manager
Master Assessor / Master Trainer / Competency Main Assessor

Accredited Training Institute training manager / Registered Training Institute

1.2 Assessment Other:
benchmark Competency standards Asean Toolbox
Assessment criteria of the training curriculum

Performance specifications of a company or industry

Product Specifications:
Specific guidelines:

2. Assessment Plan

Evidence Type of Methods and Assessment instruments
(Products/Service evidenc CL (Checklist), LSQ (List of Structure Instruction), (List Of Interview ),LOQ (List of Oral
s, records, and/or Question), LWQ (List of Written Questions), VP (Verification of Portfolio), CPR (Checklist of
others) identified
Product Review).).
based on
Performance Verification of
criteria and Portfolio Review of products
Units of assessment Direct Observation Structured Questioning (work samples (testimonials and Others:
Competency (real work/real time activities (written compiled by reports from …..
approach. (simulation candidate, Thir d employers and
D ID S activities at the exercises and questions, Party Statement,
workplace, work role-plays, interviews, self- product with supervisors, evidence
projects, of training,
activities in a presentations, assessment, supporting
simulated verbal documentation, authenticated prior
workplace activity historical evidence, achievements,
sheets) questioning, journal or log book, interview with
environment) questionnaire, information about life
oral or written employer, supervisor,
examinations) or peer)

experience)

1. D1.HOT.CL1.01 Record of Work √ √ √ Observation OQ and Third Party
Work effectively Work effectively Checklist WQ Statement
with customers with colleagues
and colleagues and customers √ √ √ Observation OQ and Third Party
Checklist WQ Statement
2. D1.HOT.CL1.02 Record of Work
Work in a socially Work in a socially
diverse diverse
environment environment

3. D1.HOT.CL1.03 Record of Work

Implement Implement √ √ √ Observation OQ and Third Party
Checklist WQ Statement
occupational occupational

health and safety health and safety

procedures procedures

4. D1.HOT.CL1.05 Perform clerical √ √ √ Observation OQ and Third Party
Checklist WQ Statement
Perform clerical procedures

procedures

5. D1.HOT.CL1.08 Record of Work √ √ √ Observation OQ and Third Party
Maintain Maintain Checklist WQ Statement

hospitality hospitality

industry industry

knowledge knowledge

6. D1.HOT.CL1.11 Record of Work OQ and
WQ
Manage and Manage and √ √ √ Observation Third Party
resolve conflict resolve conflict Checklist Statement

situations situations

7. D1.HOT.CL1.12 Record of Work OQ and
WQ
Perform basic First Perform basic √ √ √ Observation Third Party
Checklist Statement
Aid procedures First Aid

procedures

8. D1.HOT.CL1.13 Record of Work

Perform child Perform child √ √ √ Observation OQ and Third Party
Checklist WQ Statement
protection duties protection duties

relevant to the relevant to the

tourism industry tourism industry

9. D1.LAN.CL1.01 Record of Work OQ and
WQ
Converse English Converse English √ √ √ Observation Third Party
Checklist Statement
at a basic at a basic

operational level operational level

10. D1.HOT.CL1.06 Record of Work

Access and Access and √ √ √ Observation OQ and Third Party
Checklist WQ Statement
retrieve retrieve

computer-based computer-based

data data

11. D1.HHK.CL3.04 Record of Work

Maintain and Maintain and √ √ √ Observation OQ and Third Party
Checklist WQ Statement
operate an operate an

industrial industrial laundry

laundry facility facility

12. D1.HHK.CL3.07 Record of Work

Clean and Clean and OQ and
WQ
maintain maintain √ √ √ Observation Third Party
Checklist Statement
industrial work industrial work

area and area and

equipment equipment

13. D1.HHK.CL3.05 Record of Work OQ and
WQ
Launder linen Launder linen and √ √ √ Observation Third Party
and guests’ guests’ clothes Checklist Statement

clothes

14. D1.HSS.CL4.09 Record of Work √ √ √ Observation OQ and Third Party
Provide a lost Provide a lost and Checklist WQ Statement
and found facility found facility

3. Modification and Contextualization:

3.1.Candidate characteristics SPECIAL NEEDS/ NORMAL

3.2.Contextualization needs CONTEXTUALIZATION/ NONE
3.3.Advice provided by the training -

package or course developer INTEGRATION/ NONE:
3.4.Opportunities for integrated Actual or simulated of work performance at workplace or demonstration of a
nominated range of Laundrym Attendant services and support activities including
assessment activities and record the use of lost and found and equipment.
any changes required to Scenario:
assessment tools As a crew of Laundry Attendant, you asked to completed each of the following
tasks:
- Perform basic laundry functions, Perform dry cleaning functions, Complete and

maintain laundry records, Undertake maintenance functions, Identify cleaning
and maintenance requirements, Clean industrial work areas

Clean industrial work equipment, Maintain industrial work areas and
equipment, Identify the role of an on-premise laundry, Collect laundry for
laundering, Perform laundering functions, Process laundered items, Return
laundered items, Prepare lost and found

Demonstration Time : …… minutes

Relevant people to be Certification manager of PCB/AB:
confirmed Master Assessor/Master Trainer/Lead Assessor of
competency:
Training manager of ATO/RTO:

Others:

Name Position Date and Signature
Dibuat oleh:
Compiler
Divalidasi oleh:
Validator

LSP PARIWISATA ANGING MAMMIRI
SULAWESI SELATAN

SKEMA SERTIFIKASI KOMPETENSI

LAUNDRY ATTENDANT

Skema sertifikasi Laundry Attendant ini merupakan skema sertifikasi Okupasi nasional
yang dikembangkan oleh komite skema sertifikasi LSP Pariwisata Anging Mamiri . Kemasan kompetensi
yang digunakan mengacu pada ACCSTP (ASEAN Common Competency Standards for Tourism
Professionals) dan CATC (Common ASEAN Tourism Curriculum) dari ASEAN MRA dibidang pariwisata yang
ditandatangani pada tanggal 9 Nopember 2012 di Bangkok, Thailand. Skema sertifikasi ini digunakan
untuk memastikan kompetensi tenaga kerja sektor Pariwisata bidang Hotel dan Restoran, kwalifikasi
Laundry Attendant dan sebagai acuan dalam asesmen oleh LSP Pariwisata Anging Mamiri dan asesor
kompetensi

Ditetapkan tanggal: 08/07/15 Disyahkan tanggal: 09/07/15
oleh: oleh

Gita Nelwan DR. Farid Said, S.P.d
Ketua Komite Skema Direktur LSP PAR AM

Nomor Dokumen : SKM-271-014-HHK-04
Nomor Salinan :1
Status Distribusi : ASLI

V Terkendali
Tak Terkendali

LEMBAR VERIFIKASI SKEMA

SKEMA SERTIFIKASI KOMPETENSI
HOUSEKEEPING OKUPASI ASEAN

KWALIFIKASI LAUNDRY ATTENDANT

Jakarta ........................ 2015

DIVERIFIKASI OLEH BNSP

1. LATAR BELAKANG
Skema ini disusun sebagai langkah implementasi dari Undang - Undang Nomor 10 tahun 2009 Tentang
Kepariwisataan dan telah ditandatanganinya ASEAN MRA (Mutual Recognition Arrangement) on Tourism
Professionals pada tahun 2012 yang didalamnya mencakup penetapan standar kompetensi bidang
pariwisata ACCSTP (ASEAN Common Competency Standards for Tourism Professionals) dan CATC (Common
ASEAN Tourism Curriculum).
Skema ini ditetapkan dengan tujuan untuk digunakan sebagai acuan dalam sertifikasi kompetensi profesi
pariwisata khususnya bidang Tata Graha (Housekeeping) pada kwalifikasi Laundry Attendant (LA) bagi
tenaga kerja yang telah mendapatkan kompetensinya melalui proses pembelajaran baik formal, non formal,
pelatihan kerja, ataupun pengalaman kerja, yang mengacu kepada standar kompetensi pariwisata hasil MRA
diantara negara-negara ASEAN yakni ACCSTP, CATC yang mengacu kepada AQRF (ASEAN Qualifications
Reference Framework). Skema ini ditetapkan dalam kerangka harmonisasi rekognisi ASEAN khususnya dan
internasional pada umumnya.
Dengan skema sertifikasi yang mengacu langsung pada ASEAN MRA ini diharapkan dapat memberi manfaat
langsung para pemangku kepentingan bagi:
a. Industri
• Membantu industri meyakinkan kepada kliennya bahwa jasanya telah dibuat oleh tenaga-tenaga yang
kompeten.
• Membantu industri dalam rekruitmen dan mengembangkan tenaga berbasis kompetensi guna
meningkatkan efisensi pengembangan SDM khususnya dan efisiensi nasional pada umumnya.
• Membantu industri dalam sistem pengembangan karir dan remunerasi tenaga berbasis kompetensi
dan meningkatkan produktivitas.
b. Tenaga Kerja
• Membantu tenaga profesi meyakinkan kepada organisasi/industri/kliennya bahwa dirinya kompeten
dalam bekerja atau menghasilkan jasa dan meningkatkan percaya diri tenaga profesi.
• Membantu tenaga profesi dalam merencanakan karirnya dan mengukur tingkat pencapaian kompetensi
dalam proses belajar di lembaga formal maupun secara mandiri.
• Membantu tenaga profesi dalam memenuhi persyaratan regulasi.
• Membantu pengakuan kompetensi lintas sektor dan lintas negara.
• Membantu tenaga profesi dalam promosi profesinya sebagai Laundry Attendant dipasar tenaga kerja.

c. Lembaga Pendidikan dan juga Pelatihan.
• Membantu memastikan link and match antara kompetensi lulusan dengan tuntutan kompetensi
dunia industri.
• Membantu memastikan tercapainya efisiensi dalam pengembangan program diklat.
• Membantu memastikan pencapain hasil diklat yang tinggi.
• Membantu Lemdiklat dalam sistem asesmen baik formatif, sumatif maupun holistik yang dapat
memastikan dan memelihara kompetensi peserta didik selama proses diklat.

2. RUANG LINGKUP SKEMA SERTIFIKASI
Ruang lingkup skema sertifikasi okupasi Laundry Attendant melakukan pekerjaan:
a. Mengkoordinir, mengawasi, dan mengcek pekerjaan room attendant sesuai dengan ruang lingkup
pekerjaannya di dalam kamar tamu.
b. Lingkup penggunaan
i. Pelaksanaan sertifikasi kompetensi profesi Laundry Attendant
ii. Pengembangan paket pembelajaran.

3. TUJUAN SERTIFIKASI
a. Memastikan dan memelihara kompetensi kerja Laundry Attendant pada bidang Tata Graha
(Housekeeping) AQRF;
b. Sebagai acuan dalam pelaksanaan asesmen oleh LSP Pariwisata Anging Mammiri dan asesor
kompetensi.
c. Memperbaharui pengetahuan mengenai Laundry Attendant Menghasilkan pengelompokan keahlian
pada Tata Graha sesuai dengan standarisasi yang divalidasi oleh lembaga sertifikasi

4. ACUAN NORMATIF
a. Undang-undang Nomor 13 Tahun 2003 tentang Ketenagakerjaan
b. Undang Undang Republik Indonesia No 10 Tahun 2009 Tentang Kepariwisataan Bagian Kedua,
Standardisasi dan Sertifikasi Pasal 53.
c. Peraturan Pemerintah Republik Indonesia Nomor 10 Tahun 2018 tentang Badan Nasional Sertifikasi
Profesi
d. Peraturan Pemerintah Republik Indonesia Nomor 31 Tahun 2006 tentang Sistem Pelatihan Kerja
Nasional
e. Peraturan Presiden Republik Indonesia Nomor 8 Tahun 2012 tentang Kerangka Kualifikasi Nasional
Indonesia
f. Peraturan Menteri Tenaga Kerja dan Transmigrasi Republik Indonesia Nomor 5 Tahun 2012 tentang
Sistem Standardisasi Kompetensi Kerja Nasional
g. ASEAN Mutual Recognition Arrangement on Tourism Professionals, 2012.
h. ASEAN Common Competency Standards for Tourism Professionals, 2005.
i. Common ASEAN Tourism Curriculum, 2007.
j. Pedoman BNSP Nomor 210-2014.

5. KEMASAN / PAKET KOMPETENSI
1.1. Jenis Kemasan : KKNI / OKUPASI NASIONAL / KLASTER
1.2. Rincian Unit Kompetensi atau Uraian Tugas
LAUNDRY ATTENDANT : HHK – 04

No. Nomer Kode Unit Unit Kompetensi
Urut (SKKNI / standar khusus / standar internasional)

Common Core and Generic Competencies

1 D1.HOT.CL1.01 Melakukan kerjasama dengan kolega dan pelanggan
Work effectively with customers and colleagues

2 D1.HOT.CL1.02 Bekerja dalam lingkungan sosial yang berbeda
Work in a socially diverse environment

3 D1.HOT.CL1.03 Menerapkan proses kesehatan, keselamatan dan keamanan kerja
Implement occupational health and safety procedures

4 D1.HOT.CL1.05 Melaksanakan prosedur klerikal
Perform basic clerical procedures

5 D1.HOT.CL1.08 Mengembangkan Pengetahuan tentang Industri Perhotelan
Maintain hospitality industry knowledge

6 D1.HOT.CL1.11 Menangani situasi konflik
Manage and resolve conflict situations

7 D1.HOT.CL1.12 Menyediakan Pertolongan Pertama
Perform basic First Aid Procedures

Melakukan Tugas Perlindungan Anak yang Relevan dengan Industri

8 D1.HOT.CL1.13 Pariwisata
Perform Child Protection Duties Relevant To The Tourism Industry

9 D1.LAN.CL1.01 Melakukan Tugas Perlindungan Anak yang Relevan dengan Industri
Pariwisata
10 D1.HOT.CL1.06 Perform Child Protection Duties Relevant To The Tourism Industry
Functional Competencies Melaksanakan Tabulasi Data Komputer
Access and retrieve computer-based data
1 D1.HHK.CL3.04
2 D1.HHK.CL3.07 Memelihara dan mengoperasikan industri laundry
3 D1.HHK.CL3.05 Maintain and operate an industrial laundry facility
4 D1.HSS.CL4.09 Membersihkan tempat dan peralatan kerja
Clean and maintain industrial work area and equipment
Menangani linen dan pakaian tamu
Launder linen and guests’ clothes
Menyediakan Fasilitas Kehilangan dan Penemuan

Provide a lost and found facility

6. PERSYARATAN DASAR PEMOHON SERTIFIKASI
Persyaratan dasar untuk mengambil sertifikat pada jabatan Laundry Attendant:

6.1 Memiliki ijazah SMK Pariwisata bidang Tata Graha/Peserta didik pada SMK Kompetensi Keahlian Perhotelan
yang telah menyelesaikan seluruh mata pelajaran atau

6.2 Memiliki sertifikat pelatihan berbasis kompetensi Laundry Attendant bidang Tata Graha/Telah memiliki sertifikat
atau surat keterangan telah melaksanakan Praktek Kerja Industri atau

6.3 Tenaga kerja pada okupasi kwalifikasi Laundry Attendant di industri pariwisata minimal pengalaman 2 tahun atau
lulus pendidikan dan pelatihan sertifikat IV, dan telah menduduki jabatan Room Attendant; Housekeeping
Attendant; Room Assistant; Laundry Attendant; Room Maid; Public Area Attendant; Linen Attendant; Florist
Attendant; Gardener Attendant. Dengan pengalaman minimal 2 tahun di bidangnya/ Memiliki nilai raport pada
kompetensi terkait dan

6.4 Bukti – bukti rekaman hasil produk kerja dalam portofolio.
7. HAK PERMOHONAN SERTIFIKASI DAN KEWAJIBAN PEMEGANG SERTIFIKAT

7.1 Hak Pemohon
7.1.1 Memperoleh penjelasan tentang gambaran proses sertifikasi sesuai dengan skema sertifikasi
7.1.2 Mendapatkan hak bertanya berkaitan dengan kompetensi
7.1.3 Memperoleh pemberi tahuan tentang kesempatan untuk menyatakan, dengan alasan,
permintaan untuk disediakan kebutuhan khusus sepanjang integritas asesmen tidak dilanggar,
serta mempertimbangkan aturan yang bersifat Nasional
7.1.4 Memperoleh hak banding terhadap keputusan Sertifikasi

7.1.5 Memper oleh sertifikat kompetensi jika dinyatakan kompeten
7.1.6 Menggunakan sertifikat untuk promosi diri sebagai tenaga kerja di bidang Laundry Attendant.
7.2 Kewajiban Pemegang Sertifikat
7.2.1 Melaksanakan keprofesian di bidang Laundry Attendant
7.2.2 Menjaga dan mentaati kode etik profesi secara sungguh-sungguh dan konsekuen.
7.2.3 Menjamin bahwa sertifikat kompetensi tidak disalahgunakan.
7.2.4 Menjamin terpelihara kompetensi yang sesuai pada sertifikat kompetensi.
7.2.5 Menjamin bahwa seluruh pernyataan dan informasi yang diberikan adalah terbaru, benar dan

dapat dipertanggungjawabkan.
7.2.6 Membayar biaya sertifikasi.

8. BIAYA SERTIFIKASI

8.1 Struktur biaya sertifikasi senilai Rp. 1.500.000,- mencakup biaya asesmen, surveilan dan administrasi.
8.2 Biaya sertifikasi belum termasuk biaya akomodasi dan transportasi asesor, yang diperhitungkan

sesuai dengan kondisi dan moda transportasi pelaksanaan asesmen.

9. PROSES SERTIFIKASI

9.1 Persyaratan Pendaftaran
9.1.1 Pemohon memahami proses Asesmen untuk skema sertifkasi Laundry Attendant yang
mencakup persyaratan dan ruang lingkup sertifikasi, penjelasan proses penilaian, hak
pemohon, biaya sertifikasi dan kewajiban pemegang sertifikat
9.1.2 Pemohon mengisi formulir Permohonan Sertifikasi (APL 01) yang dilengkapi dengan bukti :
 Foto copy KTP.
 Foto copy ijasah SMK bidang Tata Graha
 Foto copy sertifikat kompetensi, Room Attendant, dan Public Area Cleaner dari
LSP/lembaga diklat (jika ada)
 Foto copy sertifikat pelatihan Laundry Attendant yang dilakukan oleh lembaga diklat
 Bukti Pengalaman kerja sebagai Laundry Attendant
 Pas foto 4x6 sebanyak 4 lembar.
 Dll
9.1.3 Pemohon mengisi formulir Asesmen Mandiri (APL 02) dan dilengkapi dengan bukti-bukti
pendukung
9.1.4 Pemohon telah memenuhi persyaratan dasar sertifikasi yang telah ditetapkan
9.1.5 Pemohon menyatakan setuju untuk memenuhi persyaratan sertifikasi dan memberikan setiap
informasi yang diperlukan untuk penilaian
9.1.6 LSP menelaah berkas pendaftaran untuk konfirmasi bahwa pemohon sertifikasi memenuhi
persyaratan yang ditetapkan dalam skema sertifikasi.

9.2 Proses Asesmen
9.2.1 Asesmen skema sertifikasi Laundry Attendant direncanakan dan disusun dengan cara yang
menjamin bahwa verifikasi persyaratan skema sertifikasi telah dilakukan secara obyektif dan
sistematis dengan bukti terdokumentasi untuk memastikan kompetensi .
9.2.2 Metoda Asesmen dan Alat Asesmen (Assessment tools) skema Laundry Attendant yang dipilih
diinterpretasikan untuk mengkonfirmasikan bukti yang akan dikumpulkan dan bagaimana bukti
tersebut akan dikumpulkan.
9.2.3 Rincian mengenai rencana asesmen dan proses asesmen skema sertifiksi Laundry Attendant
dijelaskan, dibahas dan diklarifikasi dengan Peserta sertifikasi
9.2.4 Prinsip-prinsip asesmen dan aturan-aturan bukti diterapkan sesuai dengan persyaratan dasar
peserta untuk mengumpulkan bukti yang berkualitas
9.2.5 Bukti yang dikumpulkan melalui portofolio/bukti pendukung pada asesmen mandiri APL 02
diperiksa dan dievaluasi untuk memastikan bahwa bukti tersebut mencerminkan bukti yang
diperlukan untuk memperlihatkan kompetensi telah memenuhi aturan bukti (VATM )

9.2.6 Hasil proses asesmen yang telah memenuhi aturan bukti VATM direkomendasikan Kompeten
dan yang belum memenuhi aturan bukti VATM direkomendasikan untuk mengikuti proses
lanjut ke proses uji kompetensi.

9.3 Proses Uji Kompetensi

9.3.1 Uji kompetensi skema sertifikasi waiter dirancang untuk menilai kompetensi secara praktek,
tertulis, lisan, pengamatan atau cara lain yang andal dan objektif, serta berdasarkan dan
konsisten dengan skema sertifikasi. Rancangan persyaratan uji kompetensi menjamin setiap
hasil uji dapat dibandingkan satu sama lain, baik dalam hal muatan dan tingkat kesulitan,
termasuk keputusan yang sah untuk kelulusan atau ketidaklulusan.

9.3.2 Peralatan teknis yang digunakan dalam proses pengujian skema sertifikasi Laundry Attendant
diverifikasi secara tepat

9.3.3 Prinsip-prinsip asesmen dan aturan-aturan bukti diterapkan sesuai dengan persyaratan dasar
peserta untuk mengumpulkan bukti yang berkualitas

9.3.4 Bukti yang dikumpulkan melalui uji praktek, uji lisan , tertulis diperiksa dan dievaluasi untuk
memastikan bahwa bukti tersebut mencerminkan bukti yang diperlukan untuk memperlihatkan
kompetensi telah memenuhi aturan bukti (VATM)

9.3.5 Hasil proeses uji kompetensi yang telah memenuhi aturan bukti VATM direkomendasikan
“Kompeten” dan yang belum memenuhi aturan bukti VATM direkomendasikan “Belum
Kompeten”

9.4 Keputusan Sertifikasi

9.4.1 LSP menjamin bahwa informasi yang dikumpulkan selama proses sertifikasi mencukupi untuk:

a. mengambil keputusan sertifikasi;

b. melakukan penelusuran apabila terjadi banding

9.4.2. Keputusan sertifikasi terhadap peserta hanya dilakukan oleh LSP berdasarkan rekomendasi dan

informasi yang dikumpulkan oleh asesor kompetensi melalui proses sertifikasi. Personil yang

membuat keputusan sertifikasi tidak ikut serta dalam pelaksanaan asesmen dan uji kompetensi

9.4.3. Personil yang membuat keputusan sertifikasi memiliki pengetahuan yang cukup dan pengalaman

proses sertifikasi untuk menentukan apakah persyaratan sertifikasi telah dipenuhi.

9.4.4. Sertifikat tidak diserahkan sebelum seluruh persyaratan sertifikasi dipenuhi.

9.4.5. LSP menerbitkan sertifikat kompetensi kepada semua yang telah berhak menerima sertifikat

dalam bentuk surat dan/atau kartu, yang ditandatangani dan disahkan oleh personil yang ditunjuk LSP

9.5 Pembekuan dan Pencabutan Sertifikat

9.5.1 Pembekuan dan pencabutan sertifikat kompetensi dilakukan apabila :
a. Pelanggaran kode etik
b. Penyalahgunaan sertifikat, atau pengurangan ruang lingkup sertifikasi.
c. Tidak mematuhi perjanjian yang mengikat dengan pemegang sertifikat kompetensi Laundry

Attendant untuk memastikan bahwa setelah pencabutan sertifikat, pemegang sertifikat

tidak diperkenankan menggunakan sertifikatnya sebagai bahan rujukan untuk kegiatannya.
d. Kegagalan dalam menyelesaikan masalah yang mengakibatkan pembekuan sertifikat, dalam

waktu yang ditetapkan oleh LSP, akan mengakibatkan pencabutan sertifikasi atau

pengurangan ruang lingkup sertifikasi.

9.6 Pemeliharaan sertifikasi
Untuk memelihara sertifikasi LSP Pariwisata Anging Mammiri melakukan surveilan pemegang sertifikat
kompetensi yang mencakup :

9.6.1 Evaluasi rekaman kegiatan Laundry Attendant bidang Tata Graha (Housekeeping) minimal sekali
dalam setahun.

9.6.2 Uji sampling
9.6.3 Uji profisiensi.
9.7 Proses Sertifikasi Ulang
9.7.1 Sertifikat kompetensi profesi berlaku selama tiga tahun.sejak ditetapkan
9.7.2 LSP Pariwisata Anging Mammiri menetapkan proses sertifikasi ulang sama dengan persyaratan

awal untuk menjamin bahwa profesi yang disertifikasi selalu memenuhi syarat sertifikasi yang
mutakhir.
9.7.3 Fokus metode asesmen
a. Rekaman kegiatan asesmen.
b. Portofolio
c. Konfirmasi keberlangsungan pekerjaan yang memuaskan dan rekaman pengalaman kerja.
9.8 Penggunaan Sertifikat
9.8.1 Memenuhi ketentuan skema sertifikasi.
9.8.2 Sertifikat hanya berlaku untuk ruang lingkup sertifikasi yang diberikan.
9.8.3 Tidak menyalahgunakan sertifikat yang dapat merugikan LSP Pariwisata Anging Mammiri dan
tidak memberikan persyaratan yang berkaitan dengan sertifikasi yang menurut LSP Pariwisata
Anging Mammiri dianggap dapat menyesatkan atau tidak sah
9.8.4 Menghentikan semua pernyataan yang berhubungan dengan sertifikasi yang memuat acuan LSP
Pariwisata Anging Mammiri setelah dibekukan atau dicabut sertifikatnya serta mengembalikan
sertifikat kepada LSP Pariwisata Anging Mammiri yang menerbitkannya.
9.9 Banding
9.9.1 Asesi dapat melakukan banding jika Asesi tidak puas atas keputusan yang diambil oleh Asesor
Kompetensi, dengan mengisi form banding penanganan banding mencakup unsur-unsur dan
metoda berikut:
a. proses untuk menerima, melakukan validasi dan menyelidiki banding, dan memutuskan

tindakan yang akan diambil dalam menanggapinya, dengan mempertimbangkan hasil banding
sebelumnya yang serupa;
b. menelusuri dan merekaman banding, termasuk tindakan-tindakan untuk mengatasinya;
c. memastikan bahwa, jika berlaku, perbaikan yang tepat dan tindakan perbaikan dilakukan
9.10 Kode Etik Profesi
9.10.1 Para pelaku profesional di bidang pariwisata mempunyai kewajiban untuk memberikan
kepadapara wisatawan suatu informasi yang obyektif dan jujur tentang tempat-tempat tujuan
dankondisi perjalanan, penerimaan dan tempat tinggal, menjamin keterbukaan yang
sempurnatentang syarat-syarat kontrak/perjanjian yang diusulkan kepada para wisatawan,
baikmenyangkut harga dan mutu pelayanan yang dijanjikan maupun gantirugi keuangan
yangmenjadi tanggung jawab mereka jika terjadi pemutusan kontrak dari pihak mereka;
9.10.2 Para profesional pariwisata, sepanjang tergantung pada mereka, harus benar-
benarmemperhatikan untuk bekerjasama dengan para pejabat pemerintah, keamanan dan
keselamatan, pencegahan terhadap kecelakaan, perlindungan kesehatan dan hygiena
makanan dari para wisatawan yang menggunakan jasa mereka; mereka mengusahakan
adanya sistem asuransi dan bantuan yang sesuai; mereka menyetujui kewajiban memberikan
laporan-laporan, menurut cara-cara yang ditentukan oleh peraturan nasional, dan jika perlu,
membayar ganti rugi yang adil jika kewajiban-kewajiban kontrak mereka tidak mereka penuhi;
S-OKUPASI-PAR-TTHD 2015
9.10.3 Para profesional pariwisata, sepanjang tergantung pada mereka, harus memberikan
sumbangan terhadap pemenuhan kultural dan spiritual para wisatawan dan memberi peluang
selama perjalanan para wisatawan untuk melaksanakan kewajiban agama mereka.

FR.PAAP.02- MAP/MATRIX OF ASSESSMENT INSTRUMENTS AGA

Certification Standards/ LAUNDRY ATTENDANT

Certification Scheme: SKM-271-014-HHK-04
HHK-04 /KBLI-KBJI (5511...-9620)
Scheme Code :

b index number :

No ASSESSMENT INSTRUMENTS from CS1 CS2 CS3 CS4 CS
TOOLBOX

1. Observation Checklist (CL)

2. List of Structure Instruction (LSQ)
3. Interview
4. Oral Questions (LOQ)

5. Written Questions (LWQ)

6. Third Party Statement (TPS)
7. Verification of Portfolio (VP)
8. Checklist of Product Review (CPR)
9.
10.
11.
12.
13.
14.
15.
16.
17.

AINST UNIT OR COURSE REQUIREMENTS

UNITS OF COMPETENCY
S5 CS6 CS7 CS8 CS9 CS10 CS11 CS12 CS13 CS14

FR.PC PRIOR CONSULTATION

Approval of this assessment is to ensure that the assessment has been given detailed instructions on
planning and the assessment process

Certification Standards/ Title : LAUNDRY ATTENDANT
Certification Scheme * : SKM-271-014-HHK-04
Scheme :
Venue Code

Assessor :

Candidate :

: TL : Verifikasi Portofolio L : Observation Checklist

Evidence to be collected: T: Written Q

: T: Oral Q

T: Interview

The implementation of the : Day/ Date :
assessment is agreed on:
Time :

Venue :

Asesi :
I Have Obtained Explanation of Rights and Appeal Procedures by the Assessor.

Assessor :
Stating that I will not disclose the work that I have obtained due to my assignment as an Assessor in the
Assessment work to anyone or any organization other than to the competent authorities in connection with
my obligations as an Assessor assigned by LSP.
Asesi :
I agree to take the assessment with the understanding that the information collected is only used for
professional development and can only be accessed by certain people.

Assessor's signature: …………………………… Date : ………………………………

Asesi's signature : …………………………… Date : ………………………………
* Coret yang tidak perlu

FR.TPS THIRD PARTY STATEMENT

Assessee name:

Name of third party: Contact no

Relationship to assessee: Employer Supervisor Colleague Other

Please specify:_______________________________________________

Please do not complete the form if you are a relative, close friend or have a conflict of interest]

Unit of competency: 1. Perform basic laundry functions
2. Perform dry cleaning functions
3. Complete and maintain laundry records
4. Undertake maintenance functions
5. Identify cleaning and maintenance requirements
6. Clean industrial work areas
7. Clean industrial work equipment
8. Maintain industrial work areas and equipment
9. Identify the role of an on-premise laundry
10. Collect laundry for laundering
11. Perform laundering functions
12. Process laundered items
13. Return laundered items
14. Prepare lost and found

The assessee is being assessed against industry competency standards and we are seeking your support
in the judgement of their competence.
Please answer these questions as a record of their performance while working with you. Thank you for
your time.

Do you believe the assessee has demonstrated the following skills? Yes No Not sure
(tick the correct response]
Unit Competency 1 :

Element 1 … 

Element 2 … 

Element 3 … 

Unit Competency 2 :

Element 1 … 

Element 2 … 

Element 3 … 

Unit Competency 3 : 
Element 1 … 
Element 2 … 
Element 3 …
Unit Competency 3 : 
Element 1 … 
Element 2 … 
Element 3 …
Unit Competency 3 : 
Element 1 … 
Element 2 … 
Element 3 …
Comments/feedback from Third Party to Trainer/Assessor:

Third party signature: Date:
Send to:

FR. OC: OBSERVATION CHECKLIST: LAUNDRY ATTENDANT

Assessee name 1. Work effectively with customers and colleagues
Assessor name 2. Work in a socially diverse environment
Location/venue 3. Implement occupational health and safety procedures
Unit of competency 4. Perform clerical procedures
5. Maintain hospitality industry knowledge
6. Manage and resolve conflict situations
7. Perform basic First Aid Procedures
8. Perform Child Protection Duties Relevant To The Tourism Industry
9. Converse English at a basic operational level
10. Access and retrieve computer-based data
11. Maintain and operate an industrial laundry facility
12. Clean and maintain industrial work area and equipment
13. Launder linen and guests’ clothes
14. Provide a lost and found facility

Dates of observation

Instructions : Over a period of time ask the assessee to demonstrate each of
thefollowing tasks:
UNIT 1-10 : Integrated to the
fungtional Units

1. Did the assessee….. (CS 1) Yes No
Element 1 : Communicating at work
Element 2 : Providing assistance for internal and external guests 
Element 3 : Maintaining personal presentation performance standards 
Element 4 : Working in a team 

2. Did the assessee….. (CS 2)
Element 1 : Communicating with customers and colleagues from diverse backgrounds. Yes No
Element 2 : Dealing with misunderstandings between cultures.

3. Did the assessee….. (CS 3) 
Element 1 : Provide information on health and safety procedures
Element 2 : Implement and monitor procedures for controlling hazards and risk Yes No
Element 3 : Implement and monitor health and safety training
Element 4 : Maintain health and safety records 




4. Did the assessee….. (CS 4) Yes No
Element 1 : Processing office documents
Element 2 : Drafting a simple correspondence 
Element 3 : Maintain the document system 


5. Did the assessee….. (CS 5) Yes No
Element 1: Develop product/service and market knowledge
Element 2: Source and apply information on legal and ethical issues for the hospitality industry 
Element 3 : Update hospitality industry knowledge 


6. Did the assessee….. (CS 6) Yes No
Element 1 Respond to complaints
Element 2 Identify and manage conflict situations 
Element 3 Resolve conflict situations 


7. Did the assessee….. (CS 7) Yes No
Element 1 Assess the situation
Element 2 Apply basic first aid techniques 
Element 3 Communicate details of the incident 


8. Did the assessee….. (CS 8) Yes No
Element 1 Identify the issue of sexual exploitation of children by tourists


Element 2 Describe national, regional and international measures to prevent the sexual exploitation  
of children by tourists

Element 3 Describe actions that can be taken in the workplace to protect children from sexual 
exploitation by tourists

9. Did the assessee….. (CS 9) Yes No

Element 1 Participate in simple conversations on familiar topics with work colleagu 
Element 2 Respond to simple verbal instructions or requests 
Element 3 Make simple requests 
Element 4 Describe routine procedures 
Element 5 Express likes, dislikes and preferences 
Element 6 Identify different forms of expression in English

9 Did the assessee….. (CS 10) Yes No
Element 1 Open file
Element 2 Access computer-based data 
Element 3 Retrieve computer-based data 


Instructions : Over a period of time ask the assessee to demonstrate each of thefollowing
MAINTAIN AND OPERATE AN tasks:
INDUSTRIAL LAUNDRY a. Perform basic laundry functions
FACILITY b. Perform dry cleaning functions
c. Complete and maintain laundry records
Did the assessee (CS11) d. Undertake maintenance functions.

Yes No

Element 1: Perform basic laundry functions

Receive soiled linen 

Sort/count items for laundering 

Weigh items 

Operate washer extractors or CBWs 

Operate dryers 

Complete finishing process 

Sort linen for re-wash 

Sorting linen for repairs 

Counting/packaging and transporting 

Element 2: Perform dry cleaning functions 
Receiving and checking items 
Sorting items for dry cleaning/washing 
Completing stain removal process 
Operating dry cleaning machine 
Performing pressing, inspection, minor repairs and finishing activities 
Packaging and transport items
Element 3: Complete and maintain laundry 
Completing required internal records

Completing required external records 
Element 4: Undertake Maintenance Functions
Understanding and following basic maintenance functions 
Arranging for maintenance professionals 

Instructions Over a period of time ask the assessee to demonstrate each of thefollowing
CLEAN AND MAINTAIN tasks:
INDUSTRIAL WORK AREA AND
EQUIPMENT a. Selecting and arranging equipment
b. Cleaning dry and wet areas
Did the assessee (CS12) c. Maintain and store cleaning equipment and chemicals

Yes No

Element 1: Selecting and arranging equipment 
Select equipment according to the type of cleaning performed 
Check all equipment and safety working condition before use

Select and prepare cleaning supplies and chemicals in accordance with the manufacturer's 
requirements for occupational health and safety 

Select and use protective clothing if necessary

Element 2: Cleaning dry and wet areas 
Prepare the area to be cleaned and clear of hazards

Marking appropriate, work areas to reduce risks to colleagues and customers 

Select the correct chemical for a given area and use it according to safety procedures 

Use equipment correctly 
Dispose of waste and chemical residues in accordance with safe and healthy environmental
requirements 
Element 3: Maintain and store cleaning equipment and chemicals 
Clean the equipment after use according to the manufacturer's instructions 
Carried out maintenance routine in accordance with company procedures 
Correctly identify errors and report them in accordance with company procedures 
Store equipment in designated areas and in a condition ready for reuse
Store chemicals in accordance with health and safety

Instructions Over a period of time ask the assessee to demonstrate each of thefollowing
tasks:
LAUNDER LINEN AND GUESTS’
CLOTHES a. Processing and washing guest linen and clothing
b. Ironing guest linen and clothes
c. Packing and storing guest linen and clothing

Did the assessee (CS13) Yes No

Element 1: Processing and washing guest linen and clothing

Choose the right laundry according to the washing process needed and the importance of the 
laundry item

Choose the correct washing method according to the clothing label code and based on: type of  
fiber and fabric, drying speed and number of stains

Checking laundry for stain content and proper process applied according to company standards  

Use cleaning agents and chemicals properly according to the manufacturer's instructions 

Operate washing equipment/equipment according to manufacturer's instructions 

Checking laundry after washing process 

Element 2: Ironing guest linen and clothes

Selecting Laundry according to the ironing process 

Iron the laundry after the washing process according to company standards 

Element 3: Packing and storing guest linen and clothing

Package and serve Guest laundry according to company standards 

Follow recording procedures correctly in accordance with company standards 

Fold laundry properly according to company standards 

Storing finished laundry according to company standards 

Instructions: Over a period of time ask the assessee to demonstrate each of the following
PROVIDE A LOST AND FOUND tasks:
FACILITY
a. Follows a loss & find procedure
Did the assessee (CS14) b. Complete lost & found documentation
c. Following the procedure for the goods being invoiced

Yes No

Element 1: Follows a loss & find procedure

Record the location, date and time when the item was found or lost 
Storing and documenting records 

Element 2: Complete lost & found documentation 
Record the item description and details in the Lost & Found Book or Register 
Label and store items found in accordance with the order of the date in the right location
Element 3: Following the procedure for the goods being invoiced 
Mark/date the claimed goods by the claimant and inspect. identity 
Recording goods billing data
Did the assessee overall performance meet the standard?

Feedback to assessee
Strengths:

Improvements needed:

General comments:

Assessee signature Date
Assessor signature Date

FR.OQ. Oral Questions: LAUNDRY ATTENDANT

Assessee name

Assessor name

Location/venue 1. Work effectively with customers and colleagues
Unit of competency 2. Work in a socially diverse environment
Instructions 3. Implement occupational health and safety procedures
4. Perform clerical procedures
5. Maintain hospitality industry knowledge
6. Manage and resolve conflict situations
7. Perform basic First Aid Procedures
8. Perform Child Protection Duties Relevant To The Tourism Industry
9. Converse English at a basic operational level
10. Access and retrieve computer-based data
11. Maintain and operate an industrial laundry facility
12. Clean and maintain industrial work area and equipment
13. Launder linen and guests’ clothes
14. Provide a lost and found facility
1. Ask assessee questions from the attached list to confirm knowledge, as

necessary
2. Place tick in boxes to reflect student achievement (Pass Competent ‘PC’ or

Not Yet Competent ‘NYC’)
3. Write short-form assessee answer in the space provided for each question.

Questions/Answer Response
PC NYC
1. Explain how to distinguish verbal and non-verbal communication and understanding of the principles
of teamwork? 

 Verbal communication involves the use of words or speech or auditory language to express emotions
or thoughts or exchange information. Non-verbal communication involves the use of visual or non-
verbal cues such as facial expressions, eye or body movements, gestures, and many more without
speaking. Successful teams develop strong working relationships by ensuring defined roles,
accountability, clear and proactive communications.

2. What efforts can be made to overcome language barriers in your work?
 A meaningful way to overcome the language barrier in a workplace is by including visual

communication methods along with verbal communication.

3. Give three reasons why it is important for businesses to keep OHS records? 
Any from the following: 
 Meet legally imposed compliance requirements
 Help track and monitor workplace health and safety
 Use as reference sources
 Demonstrate evidence of responsible management of workplace OHS matters.

Questions/Answer Response
PC NYC
4. What items of equipment do you use to process documents in your workplace?
 Photocopier, Facsimile, Computer,Printer, Scanner.

 

5. How could you regularly update and improve your hospitality industry knowledge? Six Ways to 
Maintain Your Industry Knowledge and Skills.

 1. Use your professional/social networks., 2. Subscribe to industry/trade magazines. blogs and
newsletters, 3. Ask your employer for support., 4. Undertake refresher courses., 5. Watch webinars
and podcasts, 6. Enlist a mentor.

6. Give me an example of how you identified the potential for conflict in the workplace (between you  
and a customer), and explain how you responded to address that situation?

 When the customer expectations do not meet reality. Handle complaints sensitively,courteously and
discretely; Take responsibility for resolving complaint/s; Handle complaints in accordance with
enterprise procedures.

7. You have been summoned to administer first aid to a staff member in the housekeeping department
who has been electrocuted: what will you do/ensure in this situation to ensure your safety and the
safety of others?

 Check for danger to yourself and bystanders; Switch off the power if possible; If safe to do so, remove  
the casualty from the electrical supply without directly touching them; Use non-conductive, dry
materials, for example, a dry wooden broom handle; Cool any burnt areas with copious amounts of
cool water for up to twenty (20) minutes; Remove any clothing and jewellery from the affected area
unless stuck to the burn; Cover burnt area with a light non-stick dressing or clean, dry non-fluffy
material; Reassure the casualty; Always seek medical aid immediately for electrical burns. If it
necessary call for an ambulance.

8. What is the purpose of workplace child protection policy and the ability to develop workplace-
appropriate policies, and how to prevent the sexual exploitation of children in tourism?

 Awareness of the importance of building sustainable tourism and the global players who are
committed to preventing the sexual exploitation of children in tourism understanding of the various

opportunities for the hotel and travel industries to prevent the sexual exploitation of children in  

tourism and support mechanisms and procuring children for sexual purposes which includes:  child

sex tourism  child pornography  child prostitution  child sexual abuse.

9. Give me two examples of an opening comment, statement or question you might use to start a  
conversation with a work colleague?

 How are you?
 How did your shift go?
 Is there anything I need to know?

Questions/Answer Response
PC NYC
10. How does a user commence a file search?
 A search can be commenced by clicking on start and then entering the search criteria inthe Start

Search box.



11. What is the function of water in the washing process?. Explain your answer. Identify six precautions
that a linen sorter should take when sorting soiled linen.

 To wear protective clothing
 To cover any cuts or abrasions on their hands
 Never eat or drink when sorting linen
 Wash hands regularly

 

12. You discover a public toilet has been vandalised. Two toilet pans are broken andthere is water on 
the floor, one door is hanging from its hinges and several light fittings have been broken. Formulate
a plan to rectify this situation and renew the area?

 Cleaning is the removal of all visible soil in an approved way with the use of mechanical and chemical
action or both, so that all areas are cleaned and sanitised to a high standard.

13. What are the most common stains found on table linen? 
 Red wine
 Coffee and tea
 Lipstick (on napkins)
 Food colourings and food residue
 Salad dressings and butter.

14. Name four pieces of information that must be entered in the Lost and Found Register when  
recording a ‘found’ item?

Any from the following:
 Name of finder
 Finder contact details
 Location item was found
 Date and time found
 Description of item.

FR.WQ. Written Questions : LAUNDRY ATTENDANT

Error! Reference source not found.
Unit Code …….

Assessee Name: _______________________________________
Answer all the following questions and submit to your Assessor.

1. What are three types of communication that you can use?
Your answer:

2. What are two ways you can improve your knowledge about different cultural?
Your answer:

3. Give three reasons why it is important for businesses to keep OHS records?
Your answer:

4. Mention three advantages of using a laptop instead of a desktop computer
Your answer:

5. Give three generic examples of how industry knowledge can be used to enhance workplace
performance
Your answer:

6. Name three possible reasons conflict may occur between staff
Your answer:

7. List four important points that must always be taken into account when providing first aid
Your answer:

8. Why is it important for the Hotel and Travel Industry to develop a policy for the reporting of
suspected cases of Child Abuse?

Your answer:

9. Write down two different ways to say ‘Thank You’ in English
Your answer:

10. When considering page setup, what factors should be considered?
Your answer:

11. What should you do if you are pressing a shirt and you see that there is still a stain on the front
pocket?

Your answer:

12. When you have finished your cleaning tasks for the day, how should you store your cleaning
equipment?

Your answer:

13. List three safety precautions you should observe in the laundry
Your answer:

14. List four questions you might ask a person who is seeking to claim lost property
Your answer:

FR.AWQ. Answers to Written Questions: LAUNDRY ATTENDANT

Error! Reference source not found.
Unit Code : ….

The following are model answers only – Assessors must use discretion when determining whether or not an
answer provided by a assessee is acceptable or not.

1. What are three types of communication that you can use?

Answer : 1. Verbal – including face-to-face communication and talking on the phone. This also
embraces the use of languages other than English and the use of Indigenous languages;

2. Written format – which includes electronic mail and hard copy communications such as
letters, signs, labels, posters and advertising and warning material;

3. Non-verbal – facial expressions, gestures, sign language;
4. Use of an interpreter to interpret verbal and printed language.

2. What are two ways you can improve your knowledge about different cultural?

Answer : 1. Attend a cultural awareness program;
2. Talk to people from different cultures and countries;
3. Reading books, watching on TV or getting on-line;
4. Visit embassies and consulates of various countries.

3. Give three reasons why it is important for businesses to keep OHS records.

Answer : 1. Meet legally imposed compliance requirements;
2. Help track and monitor workplace health and safety;
3. Use as reference sources;
4. Demonstrate evidence of responsible management of workplace OHS matters.

4. Mention three advantages of using a laptop instead of a desktop computer.

Answer : 1. You can take it anywhere;
2. It is lightweight;
3. Very convenient.

5. Give three generic examples of how industry knowledge can be used to enhance workplace performance.

Answer : 1. To advise customers of up-coming events, specials etc the venue is planning to offer.
2. To make recommendations and suggestions when asked for your opinion
3. To provide additional information which will enhance the customer‟s appreciation of

their stay, the product they have bought or the service they have booked

6. Name three possible reasons conflict may occur between staff

Answer : Any from the following:
 Pressure of work
 Lack of – or bad – communication which may cause misunderstandings
 Prejudices
 Ineffective working procedures
 Difference in opinions and or beliefs
 Team member not pulling their weight.

7. List four important points that must always be taken into account when providing first aid.

Answer : Any from the following
 Protect yourself and others at all times against injury or harm – persons delivering first

aid (and bystanders) should not become casualties
 The casualty must be protected against further harm or injury

 Whenever there is a need to administer first aid make sure you notify your supervisor
immediately to arrange for professional help to be called

 Wear protective gloves when administering first aid to protect against infection.

8. Why is it important for the Hotel and Travel Industry to develop a policy for the reporting of suspected
cases of Child Abuse?

Answer : As a Child Safe Business you must act to stop CST (Child Sex Tourism) and these offenders
must be reported, caught, prosecuted and jailed. This will aid in the elimination of CST and
deter other offenders.

9. Write down two different ways to say ‘Thank You’ in English

Answer : a) Thanks a lot
b) I really appreciate it

10. When considering page setup, what factors should be considered?

Answer : Page setup factors cover the orientation of the paper, margins which determine where
printing will start and stop on a page, number of copies, and collation requirements.

11. What should you do if you are pressing a shirt and you see that there is still astain on the front pocket?

Answer : Some items may require rewashing or additional stain removal. If necessary this
should be done at this time as the heat during pressing may set some stains permanently.

12. When you have finished your cleaning tasks for the day, how should you store your cleaning equipment?

Answer : Clean all equipment including mops, bucket and brooms; Empty and clean the vacuum
cleaner; Clean the trolley and replace supplies and consumables; Replenish chemicals; Tidy
and clean the store room.

13. List three safety precautions you should observe in the laundry

Answer : ▪ Always check that the power is switched on before use and that all utilities are

connected (water, steam or gas) at the beginning of your shift
 Always check that the machine is clean and empty before loading and that nothing has

been overlooked since the last cycle.
 Always check the drains are clear (washing machines ) and the lint trap has been cleaned

(in tumble dryers).
 Check all switches are in working order and not broken.
 Check that all doors on washing machines and tumble dryers can be locked.
 Always use the correct wash programme for the items you are washing.

14. List four questions you might ask a person who is seeking to claim lost property

Answer : Any from the following:

 What is the item?
 Where was the item lost?
 When did they list the item or become aware they had lost the item?
 What is the value of the item?
 Who are they?
 Was the item reported as lost?

FR.CRS COMPETENCY RECORDING SHEET: LAUNDRY

Name of Assessee 1. Work effectively with customers
Name of Assessor/s 2. Work in a socially diverse enviro
Unit of Competency 3. Implement occupational health
4. Perform clerical procedures
Date assessment commenced 5. Maintain hospitality industry kn
Date assessment finalised 6. Manage and resolve conflict situ
Assessment decision 7. Perform basic First Aid Procedur
Follow up action required 8. Perform Child Protection Duties
(Insert additional work and 9. Converse English at a basic oper
assessment required to achieve 10. Access and retrieve computer-b
competency) 11. Maintain and operate an indust
Comments/observations by 12. Clean and maintain industrial w
assessor/s 13. Launder linen and guests’ clothe
14. Provide a lost and found facility

Pass Competent / Not Yet Comp

Place a tick () in the column to reflect evidence obtained to determine Com

ATTENDANT

s and colleagues
onment
h and safety procedures
nowledge
tuations
ures
s Relevant To The Tourism Industry
rational level
based data
trial laundry facility
work area and equipment
es
y

petent (Circle one)

mpetency of the assessee for each Element.

Unit of Competency and Element Observation
of skills
Unit of Competency 1: Work effectively with customers
and colleagues
Element 1. Communicate effectively

Element 2. Establish and maintain effective relationships with
colleagues and customers

Element 3. Work in a team
Unit of Competency 2: Work in a socially diverse
environment
Element 1. Communicate with customers and colleagues from

diverse backgrounds.

Element 2. Deal with cross cultural Misunderstandings

Unit of Competency 3: Implement occupational health and
safety procedures

Element 1. Provide information on health and safety procedures

Element 2. Implement and monitor procedures for controlling
hazards and risks

Element 3. Implement and monitor health and safety training

Element 4. Maintain health and safety records

Unit of Competency 4: Perform clerical procedures

Element 1. Process office documents

Element 2. Draft correspondence

Element 3. Maintain document systems

n 3rd Party Oral Written Work Other
Projects
Statement Questions Questions

Unit of Competency 5: Maintain hospitality industry
knowledge
Element 1. Seek information on the hospitality industry

Element 2. Source and apply information on legal and ethical
issues for the hospitality industry

Element 3. Update hospitality industry knowledge
Unit of Competency 6: Manage and resolve conflict
situations
Element 1. Respond to complaints

Element 2. Identify and manage conflict situations

Element 3. Resolve conflict situations

Unit of Competency 7: Perform basic First Aid Procedures

Element 1. Assess the situation

Element 2. Apply basic first aid techniques

Element 3. Communicate details of the incident
Unit of Competency 8: Perform Child Protection Duties
Relevant To The Tourism Industry
Element 1. Identify the issue of sexual exploitation of children by

tourists
Element 2. Describe national, regional and international actions

to prevent the sexual exploitation of children by
tourists
Element 3. Describe actions that can be taken in the workplace to
protect children from sexual exploitation by tourists



Unit of Competency 9: Speak English at a basic operational
level
Element 1. Participate in simple conversations on familiar topics

with work colleagues

Element 2. Respond to simple verbal instructions or requests

Element 3. Make simple requests

Element 4. Describe routine procedures

Element 5. Express likes, dislikes and preferences

Element 6. Identify different forms of expression in English

Unit of Competency 10: Access and retrieve computer-
based data
Element 1. Open file

Element 2. Access computer-based data

Element 3. Retrieve computer-based data

unit of competency 11: Provide housekeeping services to
guests
Element 1: Receive housekeeping requests

 Performance Criteria:
1.1 Accept housekeeping requests from guests?
1.2 Accept housekeeping requests from staff?
1.3 Record housekeeping requests according to enterprise

requirements?
1.4 Advise on time for provision/delivery of identified service

or items to guest room?
Element 2: Service housekeeping requests

 Performance Criteria:



2.1 Liaise with other staff to obtain and/or deliver identified
service or items?

2.2 Locate and deliver required items to guest room?
2.3 Set up equipment in guest rooms?
2.4 Remove items from guest rooms as required?
Element 3: Provide advice to guests
 Performance Criteria:
3.1 Advise guests on services and items available through the

housekeeping department?
3.2 Advise guests on the use of items delivered to guest

room, if required?
3.3 Demonstrate the use of items delivered to guest room, if

required?
3.4 Liaise with other staff and departments to provide

supplementary advice where appropriate?
Element 4: Liaise with other departments

 Performance Criteria:
4.1 Report malfunctions as required?
4.2 Advise management of dangerous or suspicious

circumstances?
4.3 Participate in planning to enhance service delivery

standards and equipment purchase?
Unit of Competency 12: Clean and prepare rooms for
incoming guests
Element 1: Identify the role of room attendants

 Performance Criteria:
1.1 Describe the services delivered by a room attendant?
1.2 Locate the position of room attendants within the

enterprise?
1.3 Identify the personal characteristics required of a room

attendant?



1.4 Describe grooming and personal presentation standards
for a roomattendant?

1.5 Interpret enterprise policies and procedures for the
provision of housekeeping services?

1.6 Identify and explain the role of communication in the
provision of housekeeping services?

Element 2: Prepare for cleaning duties
 Performance Criteria:
2.1 Replenish linen room supplies?
2.2 Load housekeeping trolley with supplies for service?
2.3 Check housekeeping trolley prior to use?
2.4 Identify rooms to be cleaned for the shift?
2.5 Access and enter guest room appropriately?

Element 3: Make beds
 Performance Criteria:
3.6 Strip and re-make bed with fresh bed linen?
3.7 Re-make bed using existing bed linen?

Element 4: Clean bathroom
 Performance Criteria:
4.1 Clean bath and shower area?
4.2 Clean toilets?
4.3 Clean vanity area?
4.4 Clean floors?
4.5 Replenish guest supplies?

Element 5: Clean room
 Performance Criteria:
5.1 Follow in-house requirements and policies in relation to
room cleaning?
5.2 Clean fixtures and fittings?
5.3 Vacuum floors and other areas?
5.4 Clean kitchenette area, where applicable?
5.5 Replenish guest supplies?