Vietnam Tourism Occupational Standards
HKS2.1. UNIT TITLE: PROVIDE HOUSEKEEPING SERVICES
UNIT DESCRIPTOR
This unit describes the competencies required to provide a range of general housekeeping services to guests that
could arise during their stay at an accommodation establishment.
ELEMENTS AND PERFORMANCE CRITERIA
E1. Receive housekeeping requests
P1.
Answer guest question promptly and courteously and receive housekeeping requests from guests
P2.
Accept housekeeping requests from staff
P3.
Record housekeeping requests according to standard requirements
P4.
Advise on time for provision of required service or items to guest room
E2.Service housekeeping requests
P5.
Liaise with other staff to prepare required service or obtain the required items
P6.
Provide the required service or deliver the required items to guest room
P7.
Set up equipment in guest rooms as required
P8.
Remove items from guest rooms as required
E3. Provide advice to guests
P9.
Advise guests on services and items available through the housekeeping department
P10.
Advise guests on the use of items delivered to guest room, if required
P11.
Demonstrate the use of items delivered to guest room, if required
P12.
Liaise with other staff and departments to provide supplementary advice where appropriate
E4. Liaise with other departments
P13.
Report malfunctions as required
P14.
Inform and give advice to management staff dangerous or suspicious circumstances
P15.
Participate in planning to enhance service delivery standards and housekeeping equipment purchase
KNOWLEDGE REQUIREMENTS
K1.
Explain standards and procedures of providing housekeeping services to guests
K2.
List possible dangerous or suspicious circumstances
K3.
Explain principles of solving problems
K4.
Describe all items and services provided by the housekeeping department
CONDITIONS OF PERFORMANCE AND VARIABLES
1.
2.
Housekeeping requests from staff may be related to:

Servicing a room

Valet

Concierge

Maintenance
Service or items may include:

Additional pillows, blankets and bed linen

Additional towels, bath mats and face washers

Ironing boards

Room supplies/bathroom amenities
© 2013 Environmentally & Socially Responsible Tourism Capacity Development Programme for
Vietnam National Administration of Tourism, Ministry of Culture, Sports and Tourism
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Vietnam Tourism Occupational Standards
3.
4.

Replacement batteries for remote control units

Small electrical appliances: kettles and jugs, hair dryers, irons, alarm clocks

Compendiums

Facilitation of repairs and maintenance

In-room promotional materials

Response to lost and found situations

First aid
Record housekeeping requests may include:

Recording and confirming name and room number

Time requested, time done, caller and receiver

Confirming detail of required service / items

Apologizing, where appropriate
Housekeeping requests from guests may include:

Cleaning up spills

Provision of room/ bathroom suppliers

Equipment lending

Replacement items

Removing unwanted or defective items from rooms

Requests for information regarding in-house services and products

Requests for information regarding local services, attractions, transport, shops, entertainment

Health care, doctor or medicine
ASSESSMENT GUIDE
The following competencies must be assessed as part of this unit:
Demonstrated ability to apply tact, discretion, diplomacy and etiquette during handling questions and requests of
guests
1.
At least 3 individual guest requests for special housekeeping services and items taken, recorded and
provided
2.
At least 3 occasions documented of advising guests on services and items available through the
housekeeping department
3.
At least 4 internal guest services and items arranged and delivered
4.
At least 3 occasions recorded of either a) reporting malfunctions; b) Informing and giving advice to
management staff on dangerous or suspicious circumstances; or c) Participating in planning to enhance
service delivery standards and housekeeping equipment purchases
Knowledge of policies, standards and procedures in regard to providing housekeeping service to guests should be
demonstrated through recorded oral questioning or written test.
ASSESSMENT METHODS
This unit may be assessed on or off the job.
Assessment should include practical demonstration either in the workplace or through a simulation activity, supported
by a range of methods to assess underpinning knowledge. Assessment must relate to the individual’s work area or
area of responsibility.
The following methods may be used to assess competency for this unit:

Case studies

Observation of practical candidate performance

Oral and written questions
© 2013 Environmentally & Socially Responsible Tourism Capacity Development Programme for
Vietnam National Administration of Tourism, Ministry of Culture, Sports and Tourism
2
Vietnam Tourism Occupational Standards

Portfolio evidence

Problem solving

Role plays

Third party reports completed by a supervisor

Project and assignment work
RELEVANT OCCUPATIONS
Room Attendant, Housekeeper
ACCSTP REF
DH1.HHK.CL3.01
© 2013 Environmentally & Socially Responsible Tourism Capacity Development Programme for
Vietnam National Administration of Tourism, Ministry of Culture, Sports and Tourism
3