Clean and Prepare Rooms for Incoming Gue

COMPETENCY - BASED LEARNING MATERIAL Sector

TOURISM Qualifcation Title

HOUSEKEEPING NCII Unit o Competency 

CLEAN AND PREPARE ROOMS FOR INCOMING GUEST Module Title

Cleaning and Prepare R!" #r In$!ing G%e"&

HO' TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welc Welcom ome e to the modu module le in HOUSEKEEPING NCII QUALIFICATION QUALIFICATION.. This module contains training materials and activities for you to complete. The unit of competency “CLEAN “ CLEAN AND PREPARE ROOMS FOR INCOMING GUESTS” contains GUESTS” contains knowledge, skills and attitude required for TRAI!!". #ou are required to go through, a series of learning activities in order to comple complete te each learning learning outcome outcome of the module module.. In each learning learning outcome outcome are Information Sheet Se!f"Che#$% Ta%$ Sheet% an& 'o( Sheet%) Then follow these activities on your own. If you have questions, don$t hesitate to ask your facilitator for  assistance. The goal of this course is the development of practical skills in supervising work%&ased work%&ased training. training. Tools in planning, planning, monitoring monitoring and evaluation evaluation of work%&ased work%&ased training shall &e prepared during the workshop to support in the implementation of  the training program. This module is prepared to help you achieve the required competency, in *HOUSEKEEPING NCII”) This will &e the source of information for you to acquire knowledge and skills in this particular competency independently and at your own pace, with minimum supervision or help from your facilitator. Remem(er to+ • •

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•

Work through all the information and complete the activities in each section. Read Read inform informati ation on sheet sheets s and comple complete te the self%c self%chec heck. k. Answe Answerr keys keys are included included in this package package to allow immediate immediate feed&ack feed&ack.. Answeri Answering ng the self% check will help you acquire the knowledge content of this competency. competency. 'erform the task sheets and (o& sheets until you are confident that your  output conforms to the performance criteria checklist that follows the sheets. "u&m "u&mit it outp output uts s of the the task task shee sheets ts and and (o& (o& shee sheets ts to your your faci facilit litat ator or for  for  evaluation and recording in the Accomplishment )hart. *utputs shall serve as your portfolio during the institutional competency evaluation.

 A #ertifi #ertifi#at #ate e of a#hie, a#hie,eme ement nt will ill &e awar awarde ded d to you you afte afterr pass passin ing g the the eval evalua uati tion on.. #ou must must pass pass the the inst institu itutio tiona nall comp compet eten ency cy eval evalua uati tion on for for this this competency &efore moving to another competency.

HOUSEKEEPING NCII

Cn&en&" # &(i" C!pe&en$) * Ba"ed Learning Ma&erial" LIST OF COMPETENCIES

No)

-

+nit of )ompetency

odule Title

Pr ovi deHouse keepi ng

Pr o vi di ng

Se r v i c e st oGue s t s

)ode

House kee pi ng  TRS5123111 Ser vi cest oGues t

.

Cl eanandpr epare

Cl eani ngand

 TRS512311

r oomsf ori ncomi mi ng pr epar er oomsf or

/

guests

i ncomi mi ngguest s

Pr o v i deVal e t /But l e r

Pr o vi di ng

Se r v i c e

0

LaundryLi nenand

Cl eanPubl i cAr eas, Faci l i t i es&

2

 TRS5123113

 Val e t /But l erSer vi ce

Gues tCl ot hes 1

2

Launder i ngLi nen  TRS5123114 andGues tCl ot hes Cl eani ngPubl i c  TRS5123115  Ar eas ,Faci l i t i es&

Equi pme ment

Equi pme ment

Dealwi t h/handl e

Deal i ng

TRS5123122

i nt oxi cat edg ues t s

wi t h/handl e i nt o xi c at e dg ue s t s

MODULE CONTENT

HOUSEKEEPI NG NCI I Uni to fCo mp e t e nc y

CLEAN AND PREPARE ROOMSFOR I NCOMI NG GUESTS Uni to fCo mp e t e nc y

CLEANI NG AND PREPARE ROOMSFOR I NCOMI NG GUESTS Mo dul eTi t l e

I nt r o duc t i o n:

The unit deals with the skills and knowledge required from housekeeping attendants to clean and prepare rooms for incoming guests in a commercial accommodation esta&lishment.

NOMI NALDURATI ON:

100Hour s

LEARNI NG OUTCOMES:  Att heendo ft hi smodul eyouMUSTbeabl et o:

LO +, Se& %p e%ip!en& and &rlle)" LO ., A$$e"" r!" #r "er/ing LO 0, Ma1e %p 2ed" LO3, Clean and $lear r!"

LO4, Clean and "&re &rlle)" and e%ip!en&

Set up equipment and trolleys

Learning Outcome # 1

CONTENT+ -. /. 1. 2. 4. 5. 9.

otel codes and regulations Interpersonal skills0 )ommunication and listening "kills +p selling and selling techniques 3asic operational skills on facilities and equipment 'ersonal hygiene otel organi6ation structure0 departments and its functions “Rank and 7ile8 'reparing requisitions for maintenance services

ASSESSMENT CRITERIA+ -. :uest arrival list and guest history are reviewed &ased on guest folio. /. :uest is greeted and acknowledged &y use of name whenever possi&le. 1. +p selling and selling techniques are prepared in accordance with industry policy and procedure 2. :uests are courteously advised on correct usage of equipment 4. alfunctions are promptly reported in accordance with "tandard *perating 'rocedures, and where possi&le, alternative arrangements are made to meet guest needs. 5. A collection time for requested equipment is agreed upon where appropriate. 9. )oordination with other department is done in accordance with hotel$s organi6ational structure and its function. ;. :uest requests are noted and coordinated with other department concerned

CONDITIONS+ "tudent< trainee must &e provided with the following0 Too!% Tapes 3rochures< manuals :uest folio, guest list caution signs

!T*?*@*@:#0

E34i5ment Telephone )omputer "hower =with hot and cold> refrigerator electric fan air conditioning unit shelves alarm clock television and video player 

Materia!%6 S455!ie% 'en and paper   ousekeeping< 7* forms operating manuals room supplies and amenities

• • • • • •

odular =self%paced> !lectronic learning Industry Immersion 7ilm viewing ?emonstration ?iscussion

 A""!""!T !T*?0 • • • •

Interview =oral< questionnaire> *&servation ?emonstration of 'ractical "kills Written eamination

Learning E5perien$e" 6 A$&i/i&ie" Learning O%&$!e 7 + SET UP E8UIPMENT AND TROLLEYS Learning Activities Definition of Term%

Rea&+ Information "heet -.-%RECEI7E HOUSEKEEPING REQUEST -) .) /)

 Accept housekeeping request from guest  Accept housekeeping requests from staff  Records housekeeping requests according to

0)

enterprise requirements  Advise on time for provision !lectronic learning Industry Immersion 7ilm viewing ?emonstration ?iscussion  A""!""!T )RIT!RIA Interview =oral< questionnaire> *&servation ?emonstration of 'ractical "kills Written eamination

Learning E5perien$e" 6 A$&i/i&ie" Learning O%&$!e 7 .

 ACCESS ROOMS FOR SER9ICING Learning Activities

Rea&+ Information Sheet -)."SER7ICE HOUSEKEEPING REQUEST -)

Liai%e 8ith other %taff to o(tain an& or &e!i,er i&entifie& %er,i#e or item%

.)

Lo#ate an& &e!i,er re34ire& item% to 94e%t room

Special Instructions This @earning *utcome deals with the development of the Institutional )ompetency !valuation Tool which trainers use in evaluating their trainees after finishing a competency of  the qualification. :o through the learning activities outlined for  you on the left column to gain the necessary information or knowledge &efore doing the tasks to practice on performing the

/)

Set 45 e34i5ment in 94e%t room%

requirements of the evaluation tool.

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Item% from 94e%t room% a re34ire&

The output of this @* is a complete Institutional )ompetency !valuation 'ackage for one )ompetency of Ho4%e$ee5in9 NCII. #our  output shall serve as one of your portfolio for  your Institutional )ompetency !valuation for  C!ean an& 5re5are room% for in#omin9 94e%t%)

Perform+ Ta%$ Sheet -)."An%8er+ Se!f Che#$ -)."-

7eel free to show your outputs to your trainer  as you accomplish them for guidance and evaluation. This @earning *utcome deals with the development of the Institutional )ompetency !valuation Tool which trainers use in evaluating their trainees after finishing a competency of  the qualification. :o through the learning activities outlined for  you on the left column to gain the necessary information or knowledge &efore doing the tasks to practice on performing the requirements of  the evaluation tool.  After doing all the activities for this LO.+ a##e%% room% for %er,i#in9+ ;o4 are rea&; to 5ro#ee& to the ne=t LO/+ Ma$e 45 (e&%)

INFORMATION SHEET .,.-+ SER9ICE HOUSEKEEPING RE8UEST +,

Liai"e ;i&( &(er "&a## & 2&ain and r deli/er iden&i#ied "er/i$e r i&e!"

I nt r oduct i on Asi d ent i fi edi nt hepas ts e ct i on,g ue s t sors t a ffma yh av er eq ues t swh i c hmus tb e a dd r e s s ed .I ns o mec a s est h es et a s k sc a nb ep er f o r me db yy o ur s e l fo rwi t h i nt h e h ou s ek e e pi n gd ep ar t me nt . I nman yc as es ,i nor dert or es pondt oagues tr eques ti tr equi r est hei n v ol v ementof ot herpeopl eordepar t ment s .

Agues ti snotc onc er nedwhohandl est hei rr eques t .Thei rc onc er ni st hati ti ss i mpl y handl edi nas at i s f ac t or yandt i mel ymanner .

Theneedf ort eamwor k Ons o meo c c as i o ns ,t h er ewi l lb ean ee df o r t eamwor k and t he per son r ecei vi ng t he r eques tf orhous ek eepi ngs er v i c esmayneed obt ai nas s i s t anc ef r om anot hers t affmember c ompl ywi t ht her eques t .

t o t o

Fore x amp l e ,al ar ges p i l li nar oom ma yb e bet t erdeal twi t hby2peopl er at hert hanj us t one.Al ar gepi ec eofequi pmentorf ur ni t ur et hatneedsmov i ngwi l l r equi r ea‘ t eam l i f t ’ a pp r o ac h . Wh er ey o uf e elt h aty o ua r eu na bl et of u l fi lt h er e qu es to ny o uro wn ,y o us h ou l d al wa y sbepr epar edt oas ko t her sf ort hei rhel p.Yous houl dal s obepr epar edt ohel p ot her swhent he yas kf ory ouras s i s t anc e.

Saf e t yandsecur i t y Whe r ey o ur ec ei v ear equ es tf r om ag ues tf ore x t r as e r v i c epr o v i s i onan dt h egu es t a ppe ar sanno y ed,ups e t ,aff ec t edb ydr ug so ral c oho lt he ny o us ho ul dal wa y so bt ai n h el pf r o ma no t h ers t a ffme mb er . Cer t ai nl yi ti si mpor t antt ol ets omeonek nowt her oom y ouar egoi ngt o. Wheny ouar es er v i c i ngar oom,o t her sc ant el lwher ey o uar ebyt hel oc at i onofy our t r ol l eyandl ook i ngaty ourr oom c har t ,butwheny our es pondt oac al lt ot ak eani t em t oar oom i ti si mpos s i bl ef oro t her st ok no w wher ey o uar es houl dy ouneedhel p. Al li tt ak esi saqui c kc al lt oanot hers t affmember“ Hii t ’ sJ ohnher eont he7t hfl oor :  j us tt ak i ngs omeex t r agues ts uppl i est oRoom 1010.Shoul dbebac kons t at i oni n5 mi nut es . ”

Responsi bi l i t y Re ga r d l e s si ft h er e qu es th as b ee nf o r wa r d ed t o anot herper s onf orc ompl et i oni ti si mpor t antt haty ou ens ur et hatt her eques ti sac t i oned. Ke ept r a c ko fwh ati sha pp en i n ga ndwh er er e qu i r e d k e e pt h eg ue s ti n f o r me do fwh ati sh ap pe ni n ga nd ex pec t edt i mef orc ompl et i on.

Onc et her eques thasbeenf ul fi l l ed,i ti sagoodi deat oc hec kwi t ht hegues tt oens ur e t heyar es at i s fi edwi t ht heout c ome.

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L$a&e and deli/er re%ired i&e!" & g%e"& r!

I nt r oduct i on I nmos tc as es ,i twi l lbet her es pons i bi l i t yofhous ek eepi ngt oc ar r youtanygues t r eques t st hatt heyr ec ei v e. Thi si sgener al l yf ai r l yeas yt odobec aus e moi s tr eques t sr el at et oi t emst hatt he r oom at t endanthasr eadyac c es st o–gues ts uppl i esar eont hehous ek eepi ngt r ol l e y andmos tot hert hi ngsr eques t edar eei t heri naFl oorHous ek eepi ngs t or er oom orc an b e‘ bor r o wed ’f r om av ac antr oom. I not herc as es ,howe v er ,s omer eques t sma yi nv ol v eabi tmor et i meandeff or t . “ I t ’ snotmyj ob! ” Nos t a ffme mb ers h ou l de v e ru s et h ep hr a s e‘ I t ’ s n otmyj o b”wh enr e s p on di n gt oar e qu es tf r o ma gues t . I nas er v i c ei ndus t r y ,i ti sal way sy ourj obt oas si s t g ues t s . I ft he r equest i s out si de your nor mal wor k r es pons i bi l i t y ,y ous houl d: Re c or da ndc o nfi r mt h er e qu es t Pas st hedet ai l sont ot her el ev antper s onf ort hem t oac t i on. Ne v er ,ev ert el lagues t“ You ’ l lha v et or i ngt heMai nt enanc edepar t ment–wedon ’ t handl er epl ac i ngl i ghtgl obes ”o r“ Sor r y ,Room Ser v i c edot hat–per hapsi fy ou r i n g2 2s o me on et h er ec a nh el py o u” .

Ac t i oni st hek eyt or e spondi ngt oar e que st

On c ear e qu es ti sr e c ei v e d,y o umu s tp r o mp t l ys e ek o utt hei t em o requ i pme ntnec e ss ar yt oc omp l e t et h e r eques twi t hi nt heagr eedt i mef r ame. Thek e yt oan yr eques tf r om agues ti st ot ak eac t i on ont hei rr eques t . Todot hi s ,y ouwi l lmos tl i k el yj us tgot oy ourt r ol l ey ( ort ot henear es thous ek eepi ngs t or er oom) ,gr abwhati sneededandt ak ei tt ot he guestr oom. Passi ngonr equest s I no t herc a ses,wher et he r eques tf al l sout s i de y ou abi l i t yt of ul fi li t ,t heappr opr i at eper s onmus tbenot i fi ed and t he r equestpassed on i mpor t antpoi nt s when doi ngt hi sar e: Pas sonal lt her el ev antdet ai l si nc l udi ngt henameand r oom numberoft hegues ti sv i t al .Thi si nf or mat i on al l o wst he per s on t o ge tbac ki nc ont ac twi t ht he g ue s tt oc l a r i f yt h i n gs o ra me nd t h ep r o mi s e d del i v er yt i me Mak es ur et he per so ny ou gi v et he mes sa ge t o under s t andsi t .Gett hem t or epeati tbac kt oc onfi r mi t .Mak es pec i alment i onof anyi mpor t antbi t si nc l udi ngt heneedf orur genc y . St r es san yagr eedt i met hatha v ebeengi v en.I fy oupr omi s edt hei t em i n10mi nut es , y o umus tl e tt heo t h erp er s onk n owwhe nt hat10mi nu t esi sup .

Re que st sf ori nf or ma t i on

I ti ss ome t i mesmor et i mec ons umi ngt opr o vi dec er t ai n t hi ngst ogues t s .Reques t sf ori nf or mat i onar eamongs t t hes e. Re que st sf ori nf or ma t i onc ancov er : •

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I nf or mat i onont hepr oduc t sands er v i c esoff er ed b yt h ee s t a bl i s h me nt–e v ent h ou ghg ue s t sh av e a ni n r o om c o mp en di u mt h eyc ans t i l lwa ntmo r e det ai lt hanwhati st her eandt her ei sal way st he pos s i bi l i t yt hatt hi si nf or mat i oni sout of dat e. Us ey o urp r o du c tk n owl e dg ea bo utt h ep r o pe r t y t oa ns we rt h es eq ue s t i o ns ,a ndwh er ey o ud on ’ t k nowt heans wer ,apol ogi s e,t el l t hem y ouwi l lfi nd o utt h ea ns we ra ndg etb ac kt ot h em,t h end os o . Av ai l abi l i t yofs er v i c es ,hour s ,l oc at i onofmeal s ,s er v i c esandequi pment–y ou mi ghtbeabl et oi nf or m agues tt hatt her ei sani c emac hi neatt heendoft he c o r r i d orb utp er h ap sy o ud on ’ tk n ow wh ent h es p a opensorwhatt het r eat ment sar ehow mucht hey c os t .

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Ho wv a r i o ust y p esofe qu i p me ntwo r k s–y o ua r e e x pec t e dt ok no w ho wt oo per at ea l lt hei n r o om f ac i l i t i es( t hi ss houl dbeoneoft hefi r s tt hi ngsy ou ar et r ai nedi naspar tofy ouront hej obt r ai ni ng) butgues t s may ask y ou aboutot heri t ems of equ i pmentt h r ou gho utt hepr ope r t yt ha ty o uk no w no t hi ngabout .Thi si st obee xpec t edi fy oura r e t hefi r s tper s ont he ys eeast he ywal kbac kt ot hei r f r o m n otb ei n ga bl et oo pe r a t eap i e c eo fg y m e qu i p me nt ,n o tb ei n ga bl et og ett h ev e n di n g ma c h i n et owo r k . Reques t sf ori nf or mat i onaboutl oc als er v i c es ,at t r ac t i ons ,t r ans por t ,s hoppi ng, e nt er t ai nmen t ,b ar s ,p l ac es t oe at .Wh i l ei sp r o ba bl y mor ear e cep t i on or c onc i er ger ol e,onc eagai n,gues t scanas ky oubec aus e‘ y ouar et her e ’ .

I nt hesesi t uat i ons: Nev ers ay“ Idon’ tk now”andl eav ei tatt hat Nev ert el l t hem i t ’ snoty ourj obt opr ov i det hats or tofi nf or mat i on Nev ert el l t hem t ol ooki tupi nt hei ri nr oom i nf or mat i onc ompendi um.

Nev ergi v et hem t hei mpr es si ont hatas k i ngf ort hei nf or mat i oni sani mpos i t i onoras t upi d t hi ngf ort hem t odo.

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Se& %p e%ip!en& in g%e"& r!"

I nt r oduct i on Fr o mt i met ot i met h eh ou s ek e ep i n gd ep ar t me ntma ybea s k e dt ohe l ps e tu pi t e msr e qu es t e d bygues t s . These r equest s need t o be acc ommodat ed as qui ck l y as p os s i b l eb ec a us ewh ens u c hr e qu es t sar ema de ,g ue s t sar e us ual l ywai t i ngt ous et hei t ems .

Whati t emsmi ghtbei nvol ved? Thei t emst hatmayneeds et t i ngupc oul d

i nc l ude:

T abl eandc hai r s–f ormeet i ngsort oas si s twi t h t hepr o vi s i onofr oom s er v i c emeal s I nt er netc onnec t i on Tel ev i s i on DVDpl ay er Dat apr oj ec t or Por t abl ebed Por t abl ec ot . I nr oom meet i ngs Gu es tr o omsa r es o me t i me sh i r e db yc o mp an i e sf o rb us i n es spu r p os e st oh ol da s ma l lmee t i n gmak epr e se nt at i on so rd i s pl a ygoo dsan di ns u chi n s t anc esi tma ybe y ourr es pons i bi l i t yt o mov ef ur ni t ur e ar ound,s etup t abl esand c hai r sbef or et he meet i ngcommences. Di r ec t i onswi l lbegi v enb yt heper s onhi r i ngt her oom aboutwhatt he ywant ,wher e t heywanti ts etandt het i meb ywhi c hi tneedst ober eady . El der l ypeopl e El der l y peopl ec an of t en ha v e pr obl emswi t ht ec hnol ogi c al l y bas ed i t emsi nt hei r r ooms.

Th eyma yb ep er f e c t l ywe l la bl et oo pe r a t et h ei rTVo rDVD a th omeb utt h eo nei n t h ei rr oo m ma ybedi ff er enta ndt he yma yno tb ea bl et oma k ei two r k . Do n’ tmak et hem f ee ls t up i df o ras k i ng ,t ak et i me t o makesur et heyhave under st ood whatyouhave t ol d t hem and check t o see t hey ar e abl et o oper at ei t pr oper l yon t hei ro wn bef or ey ou l ea v e.A c al lt ot he r oo m1 5mi nut esl at ert oc hec ke v er y t hi n gi sfi n ewo ul d a l s ob ea ppr e c i a t e da nd s h owse v i d en c eo fe x c e l l e nt s er v i c e. El der l y peopl e may al so seek your r egul ar a ssi s t a nc ei n: Mo v i n gh ea v yi t e ms–wh i c hc ani n c l ud et he i rp er s on al l u gg ag e Ge t t i n gi t emsdo wnf r om h i g hpl a ce s Obt ai ni ngt hi ngsf r om l owpl ac es Obt ai ni ngawheel c hai rt oac ces sot herf ac i l i t i esi nt hev enue. Por t abl ebedsandcot s Se t t i nguppor t abl ebedsandc ot si sat as kt hatman y i nh ous ek e ep i n gh at e! Th e ya r eo f t e nc u mb er s o met omo v e ,a ndd i ffic u l tt o s etup.Lot sofi nj ur i esha ver es ul t edf r om mo vi ngand s et t i ngupt hes ei t ems . Wher e pos s i bl e,i ti s adv i s abl et o pl ac et hem i nt o r oo msandg ett hem s e tu ppr i ort ot hegu es t sar r i v i ng–s onoo nec a nhe arors ee whatgoeson!

Ti pst ha tma ya ss i s ti nc l ude : Bec ar ef ul –t he ybi t e:wat c hy ourfi nger s Pr ac t i c ebef or eha vi ngt odoi tf r ontofagues t–i t ’ sembar r as s i ngt ohav epr obl ems wi t hpeopl el ook i ngon Fol l owt hei ns t r uc t i ons Don’ tr us h

Haveanexper i encedper sonwi t hyouwhenyoudoyourfir stone.Youneverknow wheny ou ’ l l needhel pe v ent houghy ou’ v edonel oadsofpr ac t i c e. I ts houl dbeas t andar dhous er ul et hatgues t sar ene v eral l owedt os etupapor t abl e bedorc ot .Notonl yi sal l owi ngt hem t odot hi sv er ybads er v i c ebutt her ei sagr eat r i s kt he ymayi nj ur et hems el v es .

Know t hehouser ul es I ti si mpor t antf ory o ut obewel l v er s edont he di ff er entt y pesofequi pmentt hatneedt obes et upandt hes t epst ot ak et oac t ual l ys etupt he equi pment i n a saf e, sec ur e and f ul l y oper at i onal manner . Yo u mu s ta l s oa dher et oa l lhe al t ha nds af e t y r egul at i ons when mov i ng i t ems abou t , es pec i al l yheav yi t ems . Youmus tal s of ol l owan yes t abl i s hmentpol i c i esons et t i ngupequi pment .

Whe r ea ppr opr i a t e ,a gr e eons ui t a bl et i met oc ol l e cte qui pme nt Ther ema ybet i meswhent hegues twi l l onl yr equi r eanaddi t i onal pi ec eofequi pment f orac er t ai nt i mes pan–as hor t t er ml oan. Wh ent h i si t e mi sp l a c e di nt h er o om,i tma yb e ag oo di d eaf o ry o ut or e ac ha n agr eementwi t ht hegues taboutt hec ol l ec t i ont i mef ort hati t em. Thema i nr e as onst oi de nt i f yat i mef orc ol l e ct i onf ort he sei t e msa r e : •

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T oa l l o wt he g ues tt o be a bl et op l an t h ei rs t a y wi t hu s–i ts a v es t he m wonder i ngwhati sgoi ngt ohappeni nr el at i ont ot hei t em:t he yk now what ’ s g oi n gt oan dh app enandc anpl anac c or d i n gl y T o pr ev e ntt hes i t uat i onwher et hegues tma ypl ac et hei t em i nt hec or r i dor out s i det hei rdoor–mi ni mi s i ngt hec hanc eofdamaget ot hei t em,ort hef t T og i v et heg ues ts pa c ei nt he i rr oo m –un wan t e di t emst ak eu ps p ac et h att he g ues tma ywa ntt ous ef o rs ome t h i ngel s e T oa l l o wt he as s e tt ob ep utb ac ki nt oi n v ent or ya nd a v ai l a bl ef oru s eb y anot hergues ti ft heneedar i s es .

I nr e l a t i on t oa gr e ei ng on at i mef orc ol l e ct i on oft he ses hor t t e r m( orot he r ) l oa ni t e ms :

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Thear r angementt opi ckupshoul dbemadeas as u gg es t i o nr a t h ert h an a r e qu i r e me nt– t h e c en t r ali d ea i st o pr o v i de s er v i c e no tt os e t l i mi t at i onsor‘ t el l t hegues twhatt odo’

•

•

Gues t s s houl d be enc our aged t o c ont ac t h ou s ek e e pi n ga nd a r r a ng ef o ra ne x t e ns i o no f t hepi c k upt i mewher et he ywantt hei t em f ora l ongerper i od Wh er eh ou s e k e ep i n gs t a ffwi l lb eo ffd ut ywh en t hepi c k upt i mear r i v e s,ar r angement sneedt o ma de wi t ha no t h erd ep ar t me ntt oc o l l e c tt h e i t em.I ti snotac cept abl ef ort hegues tt ohav et o ‘ putupwi t h’ ani t em i nt hei rr oom t hatt he ydon’ twantt her es i mpl ybec aus ewe c an’ tpi c ki tup.Room s er v i c es t aff,por t er s ,ors t afff r om an ydepar t mentc oul d beas k edt oas s i s t .

Logbooks So me e s t a bl i s h me nt swi l lh av ea l o gb oo kt or e c or di nf o r ma t i o na bo utwh en a nd wh er ee x t r ai t emswer ed el i v e r edandwh ent he yne edt ob ec o l l e ct ed. Whe na ni t em i sr ec o v er edf r o m ague s tr o om a ndr e t u r nedt ot hes t or e( ort hev a c ant r oom f r om wher ei twasbor r owed) ,t hi sl ogi ssi gnedt odemons t r at et hatr et ur n. Th el o gb oo ka s s i s t si nt r a c k i n ga s s e t sa nd ma k i n gs u r ea l lr o oms h av et h ei r nec es s ar yi t ems .

3,

I&e!" #r! g%e"& r!" a" re%ired

I nt r oduct i on Whi l s tt hemaj or i t yofr eques t si nv ol v ei t emst obet ak ent ot her oom,t her ear et i mes wh enr equ es t si n v ol v ei t emsbei ngt ak e nf r om t h er o om. Thesei t emsmaybe:

T ypesofi t emsf orcol l ect i on Toser vi ceaguestr equesteffect i vel y,youmayneedt opi ckupi t emsf r om t he guestr oom suchas: •

Room f eat ur esi nc l udi ngf ur ni t ur e,appl i anc esorameni t i esnotbei ngus ed

•

Hous ek e ep i n gi t emsan deq ui p men tt h ath av ebe enl ef tb ehi n d

•

T owe l s ,f ac ewa sh er san db at hmat st h ata r en owdi r t yandnee dr ep l ac i n g

•

•

•

•

T oi l etpaper ,t i s s uesandot herbat hr oom and gues ts uppl i est hatha v er unout Ar epl ac ementi t em –t ot ak et hepl ac eof s omet hi ngt hati s n’ twor k i ng I t emst hatar enol ongerneededbutwhi c h ha vebeens pec i al l yr eques t edpr ev i ous l y . Gues ti t emsr equi r i ngf ur t herac t i ons uc has dr yc l eani ng,s t or ageorr epai r .

Ke ysi nc ol l ect i ngi t ems I ti sv i t alt ounder s t andt hati fy ouha v emadeapr omi s et opi c ks omet hi ngupatan appoi nt edt i me,t hegues ti se xpec t i ngy out oar r i v eat t hatt i me. Th eyha v epr oba bl ec ha ngedt h ei rp l an s,r e ar r an ged t hi ngst oac c ommodat et hi s ,andar ewai t i ng:ande v er y mi nut et he ywai tpas tt hes c hedul edt i mes eemsl i k ean houra ndt hei rl ev eloff r us t r at i onet cr i s esandr i s es . Th eyc a n’ tg eto n wi t hwh att h eywa ntt og eto n wi t h unt i l y ouar r i v e! Soma k es ur ey o ua r et h er ewh eny o us a i dy o u’ dbe . I fy ouar egoi ngt obel at e: •

•

Ge ts o me on ee l s et oc o l l e c ti t–a ndma k es u r e t heydoi tont i me Cont ac tt her oom,apol ogi esa ndar r angedar e vi s edt i me.

•

•

Nev erj us tbel at eandf ai l t onot i f yt hegues t . I ft he i t em you ar e pi cki ng up i s heavy or a wk war d,t ak esomeoneel s eal ongorat r ol l e y .

Whe ny oua r r i v et oc ol l e ctt hei t e m: •

Knockont hedoorandannounce “ Ho us e k e e pi n g”

•

Gr e ett h eg ue s tb yn ame

•

Apol ogi s e,i fappl i c abl e

•

T el l t hem wh yy ouar et her e–“ I ’ v ec omet opi c k u pt h e…

•

As kf orper mi s s i ont oent ert her oom

•

Thankt hegues tf ort hei rper mi s s i ont odos o

•

Kee py o ure y esa ndea r st oy o ur s el f

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Pi c kupt hei t em a ndwal kt ot hed oor

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Apol ogi s eagai n,i fappr opr i at e

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Ma k ear r a ng eme nt sf o rar e pl a cementi t e m,whe r ea ppr opr i a t ea ndat i mef or i t sdel i v er y

•

Tha nkt hegu es tag ai n

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De pa r tt h er o om.

Ta"1 S(ee& .,.-+  Ti t l e:



operating manuals

rugs for various purposes

refrigerator

room supplies and amenities

toilet &owl &rush

electric fan

&rochures and rates

toilet pump

air conditioning unit

cleaning chemicals

gloves

shelves

first aid kit

mop squee6er

alarm clock

step ladder

television and video player  

&uckets

vacuum cleaners

sorting &askets

carpet sweeper  

&rushes

&a&y$s cri&

roll%away &eds< cots caddy< trolley

!T*?*@*:#0

•

odular =self%paced>

•

!lectronic learning

•

Industry Immersion

•

7ilm viewing

•

?emonstration

•

?iscussion

•

Interview =oral< questionnaire>

•

*&servation

•

?emonstration of 'ractical "kills

•

Written eamination

 A""!""!T !T*?0

Learning E5perien$e" 6 A$&i/i&ie" Learning O%&$!e 7 0

MAKE UP BEDS Learning Activities

Special Instructions This @earning *utcome deals with the development of the Institutional )ompetency !valuation Tool which trainers use in evaluating their trainees after finishing a competency of  the qualification. :o through the learning activities outlined for  you on the left column to gain the necessary information or knowledge &efore doing the tasks to practice on performing the requirements of the evaluation tool. The output of this @* is a complete Institutional )ompetency !valuation 'ackage for one )ompetency of Ho4%e$ee5in9 NCII. #our  output shall serve as one of your portfolio for  your Institutional )ompetency !valuation for  C!ean an& 5re5are room% for in#omin9 94e%t%) 7eel free to show your outputs to your trainer  as you accomplish them for guidance and evaluation. This @earning *utcome deals with the development of the Institutional )ompetency

!valuation Tool which trainers use in evaluating their trainees after finishing a competency of  the qualification. :o through the learning activities outlined for  you on the left column to gain the necessary information or knowledge &efore doing the tasks to practice on performing the requirements of  the evaluation tool.  After doing all the activities for this LO/+ Ma$e 45 >e&%+ ;o4 are rea&; to 5ro#ee& to the ne=t LO0+ C!ean a& C!ear room%)

In#r!a&in S(ee& .,0-+ 1 .St r i pa ndr e mak ebe dwi t hf r e shbe dl i ne n I nt r oduct i on Onc ey ouha v es uc c es s f ul l yent er edt her oom,i ti sno wt i met os t ar tc l eani ngt her oom. Us ual l yoneoft hefi r s tt as k si st omak et hebeds . Bedswi l l needt obes t r i ppedi nal l depar t i ngr oomsandat nomi nat edi nt er v al sf ors t ay i nggues t s . St andar dpr oc edur esf ort hi spr oc es swi l l appl yi nev er y es t a bl i s h me nta st h i si son eo ft h emo s tc ommo nt a sk st h at r oom at t endant sar er equi r edt oper f or m. Be dmak i ngt a sk sgi v er i s et oma nyi nj u r i e st os t a ffa nds ome pr o per t i e su set wor o om a t t e nda nt st os er v i c ee ac hr o om s o t hat ,amongs to t hert hi ngs ,bedmak i ngt as k scanbec ompl e t edwi t hl es schanc eo fi nj ur y .

Whenshoul dt hebedbest r i pped? Hous epol i c ywi l l di c t at ewhatappl i esandt her ei sus ual l yac onnec t i onbet weent hes er v i c e pr o v i de da ndt her o om r a t ebe i ngc ha r g ed . Opt i onsi nc l ude: •

Dai l y–i nhi ghpr i c edr ooms ,pr es t i gees t abl i s hment s :f ul l c hange

•

Ev er ysec ondort hi r dda y–f ul l c hange

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Changewhent hec ondi t i onoft hel i nenr equi r esi t–s uc hassi t uat i onswher el i neni sdi r t y ordamaged.

Somepr oper t i eswi l l r epl ac eno t hi ngi ft hegues ti sas hor ts t a y–whi c hma ybedefi nedas t hr eeni ght sorl es s.I nt hi scas e,agues twhoi sk nownt obec hec ki ngoutaf t ert hr eeday s ma yno th av et h ei rb edl i n enc han ge de v ent ho ug hs t a nd ar dp r ac t i c ei st oc han geb edl i n en e v e r yt woda y s . So mepr o per t i e sus efi t t e dbo t t o ms hee t sb utwh er et he yar eno tu s ed ,y o uma yber eq ui r ed e v er yd ayors ec on dd ayt or e mo v et h eb ot t o ms he et ,us et h et o ps he eta st h eb ot t o ms hee t andfi taf r es ht ops hee t .

St r i ppi ngabe d Th er oo ma t t e ndan ts ho ul df o l l o wh ou sep r o ce dur e st os t r i pab ed . Th es ec anb ei n di v i d ual t ot h ep r o pe r t yde pe ndi ngonwhe t h eron eo r t wos t affar ebei ngus ed,andwhatl i neni si n v ol v ed. Thef ol l owi ngi sar epr es ent at i v egui deofwhati si nv ol v ed: 1. Remo v ebeds pr eadorduv e t .–i ns pec tandai r ,orr epl ac eas r equi r ed.Al l beds pr eadset car ewas hedordr y c l eanedper i odi c al l y 2. Remov ebl ank et s( wher epr o vi ded)-i ns pec tandai r ,orr epl ac easr equi r ed.Al l bl ank et s ar ewas hedordr y c l eanedper i odi c al l y 3. Remov epi l l owc as es–pl ac ei nt osoi l edl i nenbag.I ns pec tpi l l owandpi l l o w pr ot ec t or st o det er mi nei ft heyr equi r eat t ent i onorr epl ac ement 4 . Re mo v es h ee t s-p l a c ei n t os o i l e dl i n enb ag 5. Chec kmat t r es spr ot ec t or–spotc l eanasnec es sar yorr epl ac ei fr equi r edduet os t ai ni ng ordamage 6. I ns pec tel ec t r i cbl ank e t–s af e t yc hec kandf ors i gnsofs t ai ni ng.Repl ac easperhous e pr ot oc ol s . I t e mst h atha v ebe ens t r i pp edf r o mt h eb edsh oul dno tb ep l ac e do nt h efl oo r .Che ckwh at appl i esi ny oures t abl i s hmentbutopt i onsi nc l udepl ac i ngt hem onc hai r s ,t abl es ,c ouc hesi n t her oom. Notonl ydoesi tl ookbadf orgues t st os eet hes ei t emsont hefl oori ft he yent ert her oom whi l ey ouar ec l eani ngi t ,ort heywal kpas tt hedooront heandl ooki n)buti ti sal s o unh y gi eni c .

Damagedorsoi l edbedi t ems Wh enda ma ge di t e msa r ef o un dt h eymu s tb er e pl a c ed ,wi t ht h ed ama ge di t e me i t h er f or war dedt ot heappr opr i at edepar t mentf orr epai rorb ynot i f y i ngt heappr opr i at eper s ons o t hatt he ycanpi c ki tup. I fdamageappear si nt ent i onal c ont ac ty ours uper v i s ors ot hatadec i s i oncanbemadeabout c har g i ngt h eg ue s tf ort h ed ama ge .

Wh er ewh ata pp ear st ob ed el i be r at es oi l i ngo fi t e msha soc c ur r e d,t h es amepr o ce dur e appl i es .As i mi l arar r angementma yal s oappl ywher e‘ e x c es s ’mes si sl ef tb ygues t s . Ther ear eman yappr oac hest ak enbydi ff er entes t abl i s hment st ot her emo v al ofs t ai nsi n g ue s tr o oms . Somepr oper t i eswi l l r equi r ey out or emov et hes t ai nedi t em r epl ac ei tandf or war di tt ot he Laundr yors omeo t hernomi nat eddepar t men tf ort hei rat t en t i on Somev enueswi l l as ky out oi dent i f ywhatt hes t ai ni sandf ol l owt hei res t abl i s hedgui del i nes f ors t ai nr emov al . Ot heres t abl i s hment swi l l as ky out oi n v ol v et heHeadHous ek eeperandobt ai nt hei radv i c e a bo utwh att odo . T ype sofs t a i ns Co mmo ns t a i n sf o un do nc a r p et s ,ma t t r e s s es ,b edl i n enan dc h ai r sa ndc ou c he sma dewi t h f abr i car e: •

Ur i n ea ndf a ec e s

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Bl o od

•

Bev er age–t ea,s of tdr i nk s,al c ohol ofal l t y pes

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Sh oep ol i s h

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Food

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Mud,di r t ,gr eas eandoi l .

Whatact i onmaybet aken? Thefi r s ts t epi st odev el opt heabi l i t yt oi dent i f yt hes t ai n.T r i al ander r orc oupl edwi t hs ome c oac hi ngf r om e x per i enc eds t affar et hek e y st ot hi s . Youc anno te xpec tt oeff ec t i v el yt r eat as t ai nunl es sy ouha v ec or r ec t l yi dent i fi edwhathascaus ed t hes t ai n. I nmos tc as esas t ai nwi l l r equi r ebedl i nent obee x changedf orf r es hi t ems .Ther ear e v i r t ual l ynooc cas i onswhens pot c l eani ngoft hes ei t emsi sappr opr i at ef orr oom at t endant s . Wher es po tc l eani ngappear ss ui t abl e,t heappr opr i at ec l eanerf r om t hos es t oc k edont he t r ol l e yi ssel ec t edandappl i edac c or di ngt omanuf ac t ur er ’ si ns t r uc t i ons ,whi c hc anc ommonl y bev i aas pr aybot t l eappl i c at or ,orr ubbeddi r ec t l yont ot hes t ai n.

Thes t ai nedar eai st henr ubbed/ br us hedt or emo v et hes t ai n,r i ns ed andt hendr i ed. Mos tes t abl i s hment swi l l ha veac har tt ogui dei nt her emov al ofs t ai ns . Th es ec ha r t sar es pe c i fi ct ot h ec he mi c al spr o v i d edb yt hec hemi c a l s upp l i erbei ngus edatt hepr op er t y ,an dwi l l i den t i f ywhi c hc l ean eri st o us edf orwhi c hs t ai nonwhi c hf abr i cors ur f ac e,t oget herwi t hhowt o appl yt hec l eaner ,andot herr el ev antt i psandi nf or mat i on.

be

Remembert hatt he‘ c or r ec t ’ ac t i ont ot ak ewhendeal i ngwi t hs t ai nswi l l dependoni nt er ac t i on of : •

Thet y peofmat er i al wher et hes t ai nhasoc c ur r ed

•

Thec aus eoft hes t ai n

•

Thec hemi c al sav ai l abl et or emo v et hes t ai n.

Thi ses s ent i al l ymeanst hatpr ov i di nggener i cadv i c eons t ai nr emo val i snotonl yi mpos s i bl e, butpo t ent i al l ymi s l eadi ngasi tc anpr o v edanger ous ,damagi ngande x pens i v e. Youn eedt ok no wt ot h eb es te x t e ntpo ss i b l e : •

Whatt hemat er i al ors ur f ac ei st hathasbeens t ai ned

•

Whatt hes t ai ni s

•

Wh atc hemi c al o pt i o nsy ouh av ef o rt r ea t me nt .

Remaki ngbedwi t hf r eshl i nen Aswi t hs t r i ppi ngofbeds ,i ndi v i dual pr oper t i eshav et hei rowns t andar ds ,pr oc edur esand r e qu i r e me nt sf o rmak i ngbed s. Ma ki n gb ed si sac ommo na c t i v i t yt ha tn ee dst ob ep r a ct i c edan d under t ak enwi t hgr eatc ar easman yi nj ur i esha ver es ul t edf r om mo v i ngt h eb edi nor de rt omak ei t . Thei mpor t anceofbedmaki ng Mak i ngt hebed‘ pr oper l y ’i sane xt r emel yi mpor t antpar tof s er v i c i ngan yr oom bec aus et hebedi sof t ent hef oc al poi ntoft he r oom andoneo ft hefi r s tt hi ngsi nt her oom t hatt hegues tl ook sat . Th efi na la ppea r a nc eo ft h ema debe dmu s tt h er ef o r emak et h er i g hti mpr e ss i o n–ne at ,t i dy , bal anc ed,c r i s p,c l ean,at t r ac t i v eandi nv i t i ng. Spec i al poi nt si nr el at i ont ofi nal pr es ent at i onoft hebedc ani nc l ude: •

•

Th eu s eo fa no v e r l a ypl a c edac r o s st h ee ndoft h eb edt oen ha nc eey eap pe al Nu mb ero fpi l l o wspr o v i d ed–s t an da r dp r o ce dur ema yb et op l a ceo nl yon ep i l l o wp er per s onont hebedwi t haddi t i onal pi l l owsav ai l abl ei nt hewar dr obeoft her oom f orgues t s

t ohel pt hems el v est o:i nast a yr oom,i ft hegues thasus edt wopi l l owsperper s ont hen t hebeds houl dber emadef ol l owi ngt hei rpr ef er enc e •

•

•

Us eofdec or at orpi l l o ws–t oenhanc epr es ent at i on Pl ac emento ft hepi l l ows–t hepr oper t yma yl i et hepi l l owsdo wn,s t andt hem upor ar r anget hem i nsomeuni queway Nu mb ero fbl a nk e t sus ed–mo s tp r op er t i e su s eo nebl a nk e to nabe dwi t hex t r abl a nk e t s a v ai l abl ei nt hewar dr obeoronr eques t Pl ac emen to fac ompl i me nt a r yi t em o nt h eb ed–t hi sma ybedo neaspa r to ft het u r nd ownpr o c ed ur e sbu tma yal s obeas t a nd i n gr e qu i r e me ntwh ens er v i c i n gt h er o om.

Bedmaki ngst yl es You rwo r k pl a cema yha v ei t so wnbe dma ki ngs t y l eb utt he r ea r et h r e es t y l e sofb edma ki n g c ommonl yus edi nt hehos pi t al i t yi ndus t r y : St a nda r dst y l e Th i sus e s : •

Mat t r es spr ot ec t or

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Bot t om sheet

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Topsheet

•

Bl a nk e t

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Bedspr ead

•

Pi l l ows

•

Pi l l owc as es .

Amer i canst yl e Thi sf eat ur es : •

Mat t r es spr ot ec t or

•

Bot t om sheet

•

Topsheet

•

Bedspr ead

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Pi l l ows

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Pi l l owc as es .

Nor wegi anst yl e Th i sus e s :

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Mat t r es spr ot ec t or

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Bot t om sheet

•

Qui l t

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Qui l tpr ot ec t or

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Qui l tc ov er

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Pi l l ows

•

Pi l l owc as es .

El ec t r i cbl ank et sar eus edi ns omehot el sandwher et he yar efi t t ed,t heel ec t r i cbl ank et s ec ur i t ys t r apsmus tbec hec k edt oens ur et hebl ank eti ss t r ai ghtandi npl ac e.

Bedmaki ngst eps Us et hef ol l o wi n gs t e psasagu i d el i nef orma ki ngas t a nda r ds t y l eb edwh er enoho us e r equi r ement sappl y : 1. Chec kel ec t r i cbl ank e ti ss t r ai ghtands ec ur ed 2. Pos i t i o nma t t r e sspr o t e ct o ra nds ec ur es t r i ng s 3. Wi t hseamsdown,posi t i onbot t om sheet 4. Mi t r ebo t t o ms hee t–al l f o urc or n er sb y : •

T uc k i ngco v eral ongf oo tandheadofmat t r es s

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L i f t i n gc or ne rfl ap–a bou t3 0c mf r o mc or n er

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T uc ki ngi nr emai ni ngpor t i onofc ov er

•

Dr o ppi n gfl a pa ndt u ck i ngi n

5. Smoot hout c r eas es 6 . Wi t hs e a msu p,p os i t i o nt o ps h e et–t o pe dg ee v e nwi t hma t t r e s sa tb edhe ad 7. Posi t i onbl anket–seamsup 8. Tur nheadoft opsheetoverbl anket 9. Smoot hout c r eas es 1 0.T uc ki nt o ps h ee ta ndbl a nk e to ns i d es 11.Mi t r eal l c or ner s ,t ops hee tandbl ank e tt oget her 12.Smoot houtcr eases 13.Pos i t i onbeds pr eads oi ti sst r ai ghtandal l c or ner s a r ee v e n 14.Fol dbackbedspr eadatbedheadend

1 5.Pl a c ep i l l o wc a s eso nfl u ffe du pp i l l o ws 16.Pos i t i onpi l l owsont hebedasr equi r ed 17 .Fol db eds pr e ado v erpi l l o wa ndn eat l yt u cki n. Poi nt st or emember •

•

•

•

Mak es ur eal l t hef r es hl i nent ogoont ot hebedi spl ac edont oac hai r ,t abl eorc ouc hwhi l e y o uar ema k i n gt h ebe d–i tmu s tne v erbel ef tont h efl oo r Wheny ouha v efi ni s hedmak i ngt hebed,s t epbac kandi ns pec ti tt omak es ur ei ti sr i ght : , t henadj us tasr equi r ed Th ewa yy ouma k ey o urb eda th omei sp r o ba bl yno tg oi n gt ob ewh ati sr e qu i r e da two r k Th ewa yy o uma debe dsa ty o url a s te mp l o y e ri sp r o ba bl yn otg oi n gt ob et h es a meas whati sr equi r edwi t hy ourc ur r entempl o yer .

2 .Re ma kebe dus i nge xi s t i ngbe dl i ne n I nt r oduct i on Sec t i on3. 1pr o vi dedde t ai l edi ns t r uc t i oni nhowt omak es t r i pandmak eabed.I fagues thas depar t edt her oom,i ti sv i t al t hatf r es hbeddi ngi sus ed.Butwhati fi ti san‘ oc cupi ed’ r oom wh er et hegu es ti ss t a y i ngf o rmo r et h ano ned ay ? Dependi ngont het y peofor gani s at i ony ouar e,andt hel ev el ofs er v i c epr ov i ded,i ti s b ec o mi n gmo r ec ommo nf o rb ed di n gn ott obec ha ng edonad ai l yb as i s .Ase nv i r o nme nt a l a wa r en es si nc r e as es ,man yho t el ma nag er san dc us t o me r sal i k e ,dono tf e el t h en ee df o r s hee t st obec hang edonad ai l yb as i s .Ho we v ert hi sc a nno ta l wa y sbeas s ume d.The r ef o r e man yhot el sha ve‘ Reques tCar ds ’ whi c hal l owt hegues tt odec i dei ft he yr equi r et hei r b ed di n gt ob ec h an ge d.Th es ec a r d sar ec o mmo nl yf o un di nh ot e lr o omst h r o ug ho utt h e wor l d. Si mpl y , gues t spl ac et hi scar dont hebed,whi c hi dent i fi est hatt hegues twoul dl i k et hei rbed l i nenc hanged.I ft hi scar di snotpl ac edont hebed,t heex i s t i ngbedl i nenwi l l beus ed. Th i spr a ct i c eh asan umb ero fb ene fit s : •

I ti senv i r onment al l yf r i endl y–asl es swas hi ngi sr equi r ed

•

I tr educ esex pens esf orahot el .

Mo s tgu es t sdono te x pe ctt h ei rl i n ent ob ec ha ng ede v er yda y , unl es si tr equi r esi tduet os t ai nsordamage.I ti sst andar d pr ac t i c ef ormos tv enuest oc hangel i nenaf t er3day s . Sowh atd owed od i ff e r e nt l ywh enma k i n gt h eb edf o ra n o c c u pi e dr o om a so pp os e dt oad ep ar t u r er o om?

Remaki ngabedusi ngexi st i ngbedl i nen

Whi l s tt hei ns t r uc t i onsmayr efl ec tt hos epr ev i ous l ygi v eni nSec t i on3. 1,i ti si mpor t antt hat c l e arp r o c ed ur e sa r ei d en t i fi e dwh enma k i n gab edf o ra no c c up i e dr o om. 1 . Re mo v ep i l l o wsa ndpl a c et h em o nac l e ans u r f a c e,c h ec k i n gf o rs t a i n sorn ee df o r r epl acement 2. Re mo v eo rp ul l b ac kan ybl a nk e t so rdu v et s ,a gai nc he ck i n gf o rs t a i n so rne edf o r r epl acement 3. St r ai ght enbo t t om s hee t ,agai nc hec k i ngf ors t ai nso rneedf orr epl ac ement .I fane w s hee ti sr equi r ed,c hangeac c or di ngl y 4. Ret uc ki ns hee t 5. Smoot hout c r eas es 6 . Wi t hs e a msu p,p os i t i o nt o ps h e et–t o pe dg ee v e nwi t hma t t r e s sa tb edhe ad 7. Posi t i onbl anket–seamsup 8. Tur nheadoft opsheetoverbl anket 9. Smoot hout c r eas es 1 0.T uc ki nt o ps h ee ta ndbl a nk e to ns i d es 11.Mi t r eal l c or ner s ,t ops hee tandbl ank e tt oget her 12.Smoot houtcr eases 13.Pos i t i onbeds pr eads oi ti ss t r ai ghtandal l c or ner sar eev en 14.Fol dbackbedspr eadatbedheadend 1 5.Pl a c ep i l l o wc a s eso nfl u ffe du pp i l l o ws 16.Pos i t i onpi l l owsont hebedasr equi r ed 17 .Fol db eds pr e ado v erpi l l o wa ndn eat l yt u cki n. Poi nt st or emember T ak es pec i al not eoft hepr ef er enc esoft hegues t .Bef or emak i ngt hebedc hec kt oi dent i f y pr ef er enc esi nc l udi ng: •

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I ft he yha v er emo v edt hebl ank e torduv e t ,y ouma ywi s ht opl ac et hi si nt hec upboar dor f ol dedbac katt heendoft hebed I ft he yhav emor epi l l ows ,mak et hebedandpos i t i ont hepi l l owsac c or di ngl y I fi t emss uc hasbook s ,magaz i nes ,gl as s es ,c l o t hesoro t herper s onal i t emswer ef ound ont hebed,pl ac et hem neat l ybac kont hebedi nas i mi l arpos i t i on.

T as kShe et2 . 3 1

I ti sar equi r ementoft hi s Pr oj ec t sasadv i s edby s ubmi tdoc ument at i on, ot herr el ev antpr oofof t oy ourTr ai nerbyt he

Uni ty ouc ompl et eWo r k y ourT r ai ner .Youmus t s ui t abl eev i denc eor c ompl et i onoft hepr oj ec t agr eeddat e.

3. 1 T of ul fi l t he Wor kPr oj ec ty ou ev i denc eofy ou bedl i nen:

r equi r ement soft hi s ar eas k edt os ubmi t mak i ngabedwi t hf r es h

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Cor r ec t l ys t r i ppi ngabed

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Sel ec t i ngc or r ec tbedl i nen

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Ma ki ngab edwi t hf r es hb edl i ne n

3. 2 T of u l fi l t her eq ui r e me nt soft h i sWor kPr o j ec ty o ua r ea sk e dt os ubmi te v i d en ceo fy o u mak i ngabedus i nge xi s t i ngbedl i nen: •

Cor r ec t l ys t r i ppi ngabed

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Chec k i n gf o rbe dl i n enn ee di ngr ep l a ce me ntdu et os po i l i ngord amag e

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Mak i ngabedwi t he xi s t i ngbedl i nen

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Pl ac i nggues tper s onal i t emsi nanappr opr i at el oc at i on

MakeupBeds

St r i pa ndr e ma k ebe dwi t hf r e shbe dl i ne n •

Wh ens h o ul dt h eb edbes t r i p pe d?

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St r i ppi ngabed

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Da ma ge do rs o i l e db edi t e ms

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Remak i n gb edwi t hf r es hl i ne n

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Be dma k i n gs t y l e s

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Bedmaki ngst eps.

Remakebedusi ngexi st i ngbedl i nen •

Remak i n gab edu si n ge x i s t i n gb edl i ne n.

INFORMATION SHEET .,3-+ PRO9IDE AD9ICE TO GUESTS +, Ad/i$e g%e"&" n "er/i$e" and i&e!" a/aila2le &(r%g( &(e (%"e1eeping depar&!en& I nt r oduct i on Ma nyg ue s t swi l lh av ed i r e c tr e qu es t sa nda r ec l e ara st owh ath ou s ek e ep i n gc a n pr ov i de. Fors omeg ue s t sho we v ert hi sma yb et hefi r s tt i mei naho t ela nda r eu ns ur ewh ati s av ai l abl ef orus ei nt her oom. I ti sy ourr ol et o pr o vi de as s i s t anc e and i nf or mat i on t hatma y be s ui t abl et ot hei r needs .Att i mest hegues tmaynotdi r ec t l yt el ly out hei rneedt obeawar eofs i gnst hat mayi ndi c at et hei rr equi r ement s . I t e msors er v i c est ha tma yber e qui r e d Th e gue s tma yr e qui r e an yo ft he f ol l o wi n gd i r ec t l yr el at e dt ot h e ho us ek e epi n g d ep ar t me nt : Addi t i onal equi pmenti nt hei rr oom Fol dawa ybed–us ual l ys t or edi nt hehous ek eepi ngdepar t ment ,t hi sbedi spor t abl e andal r eadymadeup Addi t i onal beddi ng Ex t r abl ank e t s–wher et hes ear er eques t edi ti sagoodi deat oadv i s et hegues tt hat anex t r abl ank eti spr ov i dedi nt hewar dr obej us ti n c as et heydon’ tk nowt hi s Ex t r api l l ows–asabo v e Ex t r at owel s Ha ndt o we l s Facewasher s Bat ht o wel s Fl o orma t s

I mpr ov ementi nt hes er v i c i ngofr oom Room t ober ev acuumed Ar eat ober ec l eaned Bedt ober emade I t emsi ncompendi um Ex t r as t a t i o ne r y–d et e r mi n ewh ati sn ee de da ndh owma ny Bat hr oo ms up pl i es Ext r ashampoo Ex t r as oa p Ex t r as ho we rc a ps I t e msf o rb ev e r ag ema k i ng Ex t r at ea,c off ee,s ugarandmi l ks ac he t s Ex t r ac r oc ker yorc ut l er y Re pai ro rr emo v al ofb r ok e neq ui pmen t El ec t r i c al wat erj ug/k et t l e Hai rdr y er T oas t er I r onandi r oni ngboar d Li ghtbul bc hanged Ai rc ondi t i oni ng/ heat i ngs y st em fi x ed I ns t r uc t i o nsonh owt owor kequ i p ment I ns t r uc t i onso nhowt owor ke nt er t ai nmentequi pment I ns t r uc t i onsonhowt owor kheat i ngs y st em I ns t r uc t i onsonoper at i ngt hei nr oom s af e. Adv i s i ngonhot e ls er v i c esa ndi t e ms I ti squi t ec ommonf orgues t st oas ky ouques t i onswhi l s ty ouar ei nt her oom handl i ng as e pa r a t er e qu es t .As y o ua r ef a c et of a c e wi t ht h eg ue s t ,t h ey ma yu s et h i s oppor t uni t yt oas ky ouques t i onsr el at i ngt ot hepr oduc t sands er v i c espr ov i dedi nt he hot el .

Ast he‘ f ac eoft hebus i nes s ’i ti sy ourr ol et o: •

Pr ov i dei nf or mat i ondi r ec t l y

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Ar r angef ors omeonemor es ui t abl et oc omei nper s ont opr o vi dei nf or mat i on

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Fol l owupar eques ti nc l udi ngdi nnerr es er v at i ons

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Ar r a ng ec o pi e so fi n f o r ma t i o ns o ug hti n c l u di n g ma ps ,b r o c hu r e s ,me nu so r c ont ac ti nf or mat i on.

Fo rmo s tg ue s t s ,t h eya r en ew t ot h eh ot e la nda sap r o f e s s i o na ls t a ffme mb ery o u s houl dbeequi ppedt opr o vi degues t swi t hadv i c e,i nf or mat i onors ugges t i onst ohel p mak et hei rs t a ymor eenj o y abl e.

., Ad/i"e g%e"&" n &(e %"e # i&e!" deli/ered & g%e"& r!< i# re%ired I nt r oduct i on Fr om t i met ot i mey o u wi l lber equi r edt ohel pgues t sus e i t emsdel i v er edt ooral r eadyi nt hei rr oom. Th i sma yb eb ec a us egu es t sh av eha dn oe x p er i e nc ewi t h t hi ssor tofi t em orbec aus et he yha v enoe x per i enc ewi t h t h et y peo rmode lo fequ i pme nti nt her oo m. I ts h ou l db er e me mb er e dt h ati n mo s ts i t u at i o ns t h eg ue s ti sl i k e l yt of e el e mb ar r a s s e da th a v i n gt oa s kf o rh el ps ot h i smu s tb et a k e ni n t oa c c o un twh en pr o vi di ngadv i c eandas s i s t anc e. Ke y st opr ov i di nga dv i c e Thepr i mer equi r ementi st haty ou,y our s el f ,c anoper at et heequi pmenteff ec t i v el y . I ti si mper at i v et haty oumak es ur et haty oufi ndoutho wt ooper at eal lt hei nr oom i t ems wher e you wor k and you have t o know al lt he f eat ur es ofver y pi ece of e qu i p me nt . I naddi t i ont ot hi soper at i onal k nowl edge,i mpor t antas pec t sofpr ov i di ngadv i c ear e: Ex pl ai nt hef unc t i onsandoper at i onsofal las pec t soft hei t em t hatt hegues twant st o k now about–i nc l udi ngwhatal lt hes wi t c hes ,k nobsdo.Not et hati tma ynotbe nec es sar yt oex pl ai nal las pec t soft hei t em.J us tf oc us o nwh att h eg ue s t swa ntt ok n o wa bo uto rb ea bl et o do Mak es ur eal lheal t hands af e t yr equi r ement sar ec ov er ed –r emembert hepr oper t yhasadut yofc ar et oal li t s gues t s Us ec l eart er mi nol ogy , s i mpl ewor ds–s t a ya wa yf r om j ar gon Us es omes i mpl eques t i onst ot es tt hei runder s t andi ngofwhaty o uha v ee xpl ai nedt o t hem. I ns t r uct i onals hee t si ndi ffe r e ntl anguages Man ygues t swi l l notbef ami l i arwi t hequi pmenti nt her oom as : Th e yar eno tt h es a meast h eyu s eath ome Th eyma ybemo r et e c hn ol o gi c a l l ya dv a nc e d

Th e yma yb ec o nn ec t e dt oai n r o om s y s t e m –f o re x a mp l et h el i g ht i n gs y s t e m ma y bec on t r ol l e db yamas t e rp anel I ti si nadi ffer entl anguage. Regar dl es sofwhyt he ymaynotbef ami l i arwi t hi t ems ,i ti si mpor t antt he ywear eabl e t oc ommuni c at ei n s t r uc t i o nsi namann erwh i c ht he yc anun de r s t an d. Av e r yg oo d wa yofdo i ngt hi si st hr oug hi ns t r u ct i o ns h ee t swh i c ha r ei nd i ff er e nt l an guag esoru ses y mb ol sandp i c t ur e st oe x pl ai nho wt he yar eus e d.

0, De!n"&ra&e &(e %"e # i&e!" deli/ered & g%e"& r!< i# re%ired I nt r oduct i on Whi l s tpr ov i di ngadv i c ei sv er yhel pf uli nhel pi ngagues tt ous eandenj oyi t emsi na r ooms ,qui t eof t eny o uwi l l ber equi r edt odemons t r at eho w ani t em i sus ed. As me nt i o ne di nt h ep r e v i o us s e c t i o n,q ui t eo f t e n ag ue s tma yn ots p e ak y o u r l an guag ean dt heonl ywa yt og ety o urme ss ag ea cr o ssi st od emon s t r at e. Whi l s ti ti si mpor t antt haty oudemons t r at eani t em i nac l earandc onc i s emanner ,i ti s v i t alt hatt hegues tunder s t andst hedemons t r at i onandi sabl et oper f or mt het as k t h ems e l v e s . Keyst opr ovi di ngademonst r at i on Whe npr o v i di ngade mons t r a t i o n: De mo ns t r a t et h eo pe r a t i o nsa ndf u nc t i o ns–s ot h atg ue s t sc a ns e ewh aty o uh av e beent al k i ngabout Show t hegues t swher et hei nr oom i ns t r uc t i onsar e–poi ntoutt hei ns t r uc t i onsi nt he i n r oo mc ompe ndi um,o rpos t e do nt h e wal l soft her oom.I fr el e v an to per a t i ng i ns t r uc t i onsar eno ta v ai l abl ei nr oom,mak eaneff or tt ogett hem f r om s omewher e el s ei nt hepr emi s es T ak ey ourt i me–don’ tr us ht hee xpl anat i ons .Bepr epar edt oe xpl ai n t hi ngst wi c e.Bepr epar edt oe xpl ai nt hi ngsadi ff er entway ,us i ng di ffer entwor dsorphr as esi fnec es s ar y Gi v et hem anoppor t uni t yt ot r yt hi ngsoutwhi l ey ouar et her e–t o gi v et hem c onfi denc eandt oal l o wy oue xt r aoppor t uni t yt oas s i s t Enc our aget hem t oc ont ac ty ouagai ni ft he yha v ef ur t herpr obl ems .

Asa n eff ec t i v ea ndi nt er e s t ed s t a ff me mbe ri ti swi s et oens ur et h att he g ues ti s c o mp et e nti nt h eo pe r a t i o nso fi t e mst h eywa ntt ou s eb ef o r ey o ul e av et h er o om. Ho we v er ,y o uma yfi n dt h atg ues t sma ywa ntt opr ac t i c ewi t h outy o uwat c hi ng,ast he y may be embar r as s ed. Us e y our j udgement when det er mi ni ng ho w muc h demons t r at i onandi ns t r uc t i ont heyr equi r e.

3, Liai"e ;i&( &(er "&a## and depar&!en&" & pr/ide "%pple!en&ar) ad/i$e ;(ere apprpria&e I nt r oduct i on Eac h hous ek eepi ng s t aff member wi l l be r equi r ed t o hav ea s ound bas i c under s t andi ngoft hei t emsi nt hegues tr oom andhow t he yoper at e.I ti si mpor t antt o r emembert hatt hei rr ol e,fi r s tandf or emos t ,i st oens ur et her oom i scl eanandt i dy . I t e ms Ther e ar eman yi t emst hatar eei t herl oc at edi nt her oom orav ai l abl et obes entt ot he r oom.Someoft hesei t emsmaybe: Technol ogi cal l y advanced suc h as comput er s, dat a pr oj ec t or sandi nt er netac ces s Mec hani c al l yadv anc ed–s uc hast el ev i s i ons ,f r i dgesandai r c ondi t i oner s . As t affme mberi sno te x pec t e dt oun de r s t an dt hei n nerwor k i n gsorc omp on en t sofa l l i t emsi nt her oom andt her ef or ewi l lnotal way sbeabl et odemons t r at eorex pl ai nhow t ous ei t . Se r v i c es Li k ewi s e,s t affmember swi l lhav eabas i cunder s t andi ngofal lt he i t emsands er v i c espr ov i dedi nt hehot elbutwi l lnotbeabl et o pr ov i dedet ai l eddes cr i pt i ons . I n addi t i on,man y gues t s wi l lr equi r ei nf or mat i on on e v ent sor ac t i v i t i esi nt he l oc alc ommuni t ywhi c ht he s t affmemberc a n no tf ul l ydes c r i be i n det ai l . Ac ce ss‘ e xpe r t s ’t opr ov i dea dv i c e Wh en g ue s t sr e qu i r ei n f o r ma t i o n wh i c hi sb e y o nd y o u rl e v e lo fkn o wl e dg eo r under s t andi ngi ti si mpor t antt hatt hemos tappr opr i at eper s oni ss oughtt opr ov i de f ur t heri nf or mat i onandadv i c e. Thi smus tbedonei nat i mel ymanner .I tmayi nv ol v eget t i ngt he‘ ex per t ’ t o: Co mea nde x pl a i no rd emon s t r a t et ot h eg ues tp er s onal l yoro v ert hep ho ne Pr o v i d i n ge x p l a na t i o nt ot h eh ou s e k e ep i n gs t a ff me mb er , wh o wi l lr e l a yt h e i nf or mat i ont ot hegues t Pr o vi di ngi nf or mat i oni nawr i t t enf or mati nc l udi ngbr oc hur es ,maps ,us ermanual sor gu i des .

T as kShe et2 . 4 1

I ti sar equi r ementoft hi sUni ty ouc ompl e t eWor kPr oj ec t sasadv i s edb yy ourT r ai ner .You mus ts ubmi tdoc ument at i on,s ui t abl ee vi denc eoro t herr el ev antpr oofofc ompl et i onoft he pr oj ec tt oy ourT r a i nerbyt heagr eeddat e. . 3. 1 T of ul fi lt her equi r ement soft hi sWor kPr oj ec ty ouar eas k edt or es ear c handi dent i f y : •

I t emsav ai l abl et hr oughhous ek eepi ng

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Ser v i c esav ai l abl et hr oughhous ek eepi ng

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Thebes tme t hodst oadv i s ec us t omer soni nf or mat i onr el at i ngt oi t emsand s er v i c es .

3. 2 T of ul fi lt her equi r ement soft hi sWor kPr oj ec ty ouar eas k edt or es ear c handi dent i f y : •

Ti pst oadv i s egues t sont heus eo fi t emsdel i v er edt ot hegues tr oom.

3. 3 T of ul fi lt her equi r ement soft hi sWor kPr oj ec ty ouar eas k edt or es ear c handi dent i f y : •

Ti pst odemons t r at et ogues t sho wt ous ei t emsdel i v er edt ot hegues tr oom.

3. 4 T of ul fi lt her equi r ement soft hi sWor kPr oj ec ty ouar eas k edt or es ear c handi dent i f y : •

•

Ex a mp l e swh er eh ou s ek e ep i n gs t a ffme mb er swi l l n otb ea bl et opr o v i d es u ffic i e nt adv i s eordemons t r at i onst ogues t s T y pesofdepar t ment sand‘ e x per t s ’ whocanpr o vi deas s i s t anc et ogues t s .

Learning O%&$!e 7 4 )*T!T"0 -. ousekeeping and 7ront *ffice forms /. )odes and regulations

Clean and "&re &rlle)" and e%ip!en&

1. andle queries through telephone, fa machine, internet and e%mail 2. Interpersonal skills0 )ommunication and listening skills 4. +pselling and selling techniques  A""!""!T )RIT!RIA0 1. Trolleys and equipment are cleaned after use in accordance with safety and enterprise procedures 2. All items are correctly stored in accordance with enterprise procedures 3. Supplies and items are checked and replenished or re-ordered in accordance with enterprise procedures 4. Additional housekeeping serices is proided as requested in accordance with enterprise procedures !. Turn oer procedure for ne"t shift is carried out in accordance with enterprise procedures

)*?ITI*"0 "tudent< trainee must &e provided with the following0 Tools &rooms squeegees dust pans rugs for various purposes toilet &owl &rush toilet pump gloves mop squee6er step ladder &uckets sorting &askets &rushes

!quipment Telephone )omputer guest room =complete and operational la&oratory> refrigerator electric fan air conditioning unit shelves alarm clock television and video player   vacuum cleaners carpet sweeper   &a&y$s cri& roll%away &eds< cots caddy< trolley

!T*?*@*:#0 • • • • • •

odular =self%paced> !lectronic learning Industry Immersion 7ilm viewing ?emonstration ?iscussion

aterials< "upplies 'en and paper   ousekeeping< 7* forms operating manuals room supplies and amenities &rochures and rates cleaning chemicals first aid kit

 A""!""!T !T*?0 • • • •

Interview =oral< questionnaire> *&servation ?emonstration of 'ractical "kills Written eamination

Learning E5perien$e" 6 A$&i/i&ie" Learning O%&$!e 7 4 CLEAN AND STORE TROLLEYS AND E8UIPMENT

Learning Activities

Special Instructions This @earning *utcome deals with the development of the Institutional )ompetency !valuation Tool which trainers use in evaluating their trainees after finishing a competency of  the qualification. :o through the learning activities outlined for  you on the left column to gain the necessary information or knowledge &efore doing the tasks to practice on performing the requirements of the evaluation tool. The output of this @* is a complete Institutional )ompetency !valuation 'ackage for one )ompetency of Ho4%e$ee5in9 NCII. #our  output shall serve as one of your portfolio for  your Institutional )ompetency !valuation for  C!ean an& 5re5are room% for in#omin9 94e%t%) 7eel free to show your outputs to your trainer  as you accomplish them for guidance and evaluation. This @earning *utcome deals with the development of the Institutional )ompetency !valuation Tool which trainers use in evaluating their trainees after finishing a competency of  the qualification. :o through the learning activities outlined for  you on the left column to gain the necessary information or knowledge &efore doing the tasks to practice on performing the requirements of  the evaluation tool.  After doing all the activities for this LO1+ C!ean an& %tore tro!!e;% an& e34i5ment+ ;o4 are rea&; to 5ro#ee& to the ne=t Com5eten#;)

In#r!a&in S(ee& .,4-+ 1 .Fol l ow i nhous er e qui r eme nt sa ndpol i c i e si nr e l a t i ont or oom cl eani ng I nt r oduct i on

Hous ek eepi nghasane xt ens i v el i s tofr equi r ement sandpol i c i esr el at i ngt owhatt as k sa r o om a t t e nd an ts h ou l dpe r f o r ma ndho wt h eys h ou l dbepe r f o r me d. Thedi ffer ents ec t i onsi nt hi smanual wi l l ex pl ai ni ndet ai l t hec or r ec ts t epsr equi r edi n c l eani ngdi ffer entas pec t sofar oom,howev era‘ c or r ec tor der ’ f orc l eani ngmus tbe d et e r mi n ed .

Cl e ani ngi nt hec or r e ctor de r Al l gues tr oomst hatar eal l oc at edt oy oumus tbec l eanedi nt hec or r ec tor der . The‘ c or r ec tor der ’ ma ybede t er mi nedasar es ul tofoneormor eoft hef ol l owi ng: •

Asdi r e c t e db yt h eEx e c u t i v eHo us e k ee pe r

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Asr e qu es t e db ygu es t s

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Sot h atv a c at e dr o omsc a nb ep utb ac ko nt h e( Fr o ntOffic e )b oa r df o rs a l e / o c c up an c ya s s oo na sp os s i bl e .

Fa ct or si mpa ct i ngont he‘ c or r e ctor de r ’ I ns omeca se s,r o om a t t en dan t sf r om d i ff er e ntfl oo r sma yber e qu i r edt ogot oano mi n at ed fl ooran dc omb i n et h ei re ffo r t st oc l e anr o omsont ha tfl oo rwhe r e,f ore x ampl e,agr ou ph as  j us tv ac at edt her oomsont hatfl oorandanot hergr oupi sex pec t edi nt ofi l l t hem. Thi swi l l del a yt hec l eani ngoft hei ral l oc at edr oomsont hei rfl oor s . I no t herc as es ,gues t sma ybel at ec hec k i ngouts ot he‘ goi ng r o oms ’ ma yno tb ea bl et obec l e an edwhe na nt i c i pa t e d. Ther ewi l l begues t swhoaff ec ty ouri nt endedor derofc l eani ng r oomsbydi s pl a yi nga‘ DoNo tDi s t ur b’ s i gnont hei rdoor . Thi shi ghl i ght st hatt her ei snev eranys t r i c t‘ c or r ec tor der ’ bec aus e oft hefl ui dandunpr edi c t abl enat ur eoft hebus i nes sandt he g ue s t swh ou s et h ea c c ommo da t i o n:t h er ema yb eapr e f e r r e d or derbutt hi sr ar el yt r ans l at esi nt owhatac t ual l yhappens . Mi ni mi s i ngdi s r u pt i ont ogue st s Wh enc l e ani n gr o omsy oumus tal wa y ss t r i v et ok e ept h ed i s r up t i o nc au s edt og ues t st oa n a bs o l u t emi n i mu m. Cl eani ngdut i esc andi s r uptgues t s : •

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Asar es ul tofnoi s ec aus eddur i ngt hec l eani ngac t i v i t i esandwhenmo vi ngabouti ont he c or r i dor s Bypr o vi di ngaph y si c al obs t r uc t i ont ot hem whent he yar emo v i ngaboutt hec or r i dor set c Thr oughunwant edi nt er r upt i ont ot hei rac t i v i t i esi nt her oom wheny ouk noc kt ooffer ‘ Hous ek eepi ng’ .

Wayst omi ni mi sedi sr upt i ont oguest s Wh eny ouun de r s t a ndt h ec au se sofapr o bl e my o uar ebe t t erp l a ce dt oso l v et h ep r o bl e m,s o pr ac t i c al way si nwhi c ht omi ni mi s ei nt er r upt i onst ogues t sar e: •

Al wa ysr es pec t‘ DoNotDi s t ur b’ s i gns

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Ke epno i s ewh enmo v i n gar o un dt h efl o o rt oami n i mu m

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Con v er s equi e t l ywi t hot hers t affandgues t s

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Av oi dk noc k i ngequi pmenti nt ot hi ngs

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Ke ept r o l l e y san de qu i p me nta wa yf r o mg ue s tt r a fficar e as

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Al wa y sal l owgues t sr i ghtofwayi nac or r i dororl i f t .

Re me mb ert o ot h atg ue s t sd on ota l wa y sk e e pr e gu l a rh ou r s .Ro om g ue s t sma yh av efl o wni n onal at efl i ghtandbes l eepi ngi nort he yma yha v ehadal at eni ght . Ot h err o om g ue s t sma ybeu s i n gt h ei rr o om f o rb us i n es sp ur p os e san dn otwa ntt ob e di s t ur bed. Pr e pa r i nggue str oom pr i ort oc l e ani ng Wheny ouha v eent er edt hegues tr oom f ol l o wi ngt hes t epsdes c r i bedi nl at ers ec t i onswhi c h wi l l pr o vi deagui deast owhats houl dt ak epl ac ei nor dert oc l eanar oom. Remember ,wher et hehous epr oc edur esar edi ff er entt ot hef ol l o wi nggui del i nes ,al wa y s adher et oy ourent er pr i s epr oc edur es .

Cl eani ngaCheckoutr oom I ft hegues ti ss t i l l t her eaf t erc hec k outt i meandi nt hepr oc es sofl eav i ng,us ey ourdi s cr et i on ab ou twh et h ert ol ea v ea ndc omeb ac kl at e r ,o rwh et he rt oe x c us ey o ur s el fa ndb eg i n c l eani ng. I ns i t uat i onswher eRec ept i oni se xpec t i ngaqui c kt ur nar oundofr oomsduet of ul l oc c upanc y i tmaybeac cept abl et obegi nc l eani ngac hec k outr oom whi l et hegues ti sst i l l t her ei ft hey ha v epa ss edt h ea dv e r t i s edch ec k o utt i mean dn ol a t ech ec k ou th asb eenar r a ng ed. I nac hec k outr oom t hef ol l owi ngpr oc edur esar eappl i c abl e: •

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T ur nonal l l i ght sandc hec kt hebul bs–r epl ac e wher enecessar y Openal l bl i ndsandc ur t ai ns Openwi ndowsordoor st ol eti nf r es hai r–i f appl i c abl e,andi fweat herper mi t s T ur nofff r i dgef ordef r os t i ngpur pos esandl eav e open–i fappl i c abl e

door

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Col l ec tandr emo vedi r t yt owel s ,di s hes ,bot t l esandr ubbi s h-an ybr ok engl as sshoul dbe wr appedsaf el yi nne ws paperors i mi l ar Re mo v ea nyr o om s e r v i c et r a y san dc o v e rt h em wi t han ap k i na sex p os e ds t a l ef o odi s notapl eas ants i ght .Thes et r ay sar eus ual l ypl ac edi nt hec or r i dorout s i det her oom f or c ol l ec t i onbyt hepor t erorr oom s er v i c es t aff.

Pr e pa r i ngar oom f orc l e ani ng Ass o onasy o uh av ec omp l e t e dt h eabo v et a sk st h ec l e ani n gp r o perc anbe gi n.Thi s p r o c ed ur es ho ul dbet h es a mef o re v e r yr o om. Fol l o wi ngast andar dpr oc edur eandr out i nehel pst oa v oi dan yar easbei ngmi s s ed,andi s mo r et i mee ffe ct i v e . Thee x ac tde t ai l ofho wt oc ompl e t eeac ho ft hes es t epswi l l bede t ai l edt hr ought hemanual . Al t hought hee x ac tpr oc edur ema yv ar yf r om es t abl i s hmentt oes t abl i s hment ,t her ear eel e v en ge ne r al s t e pst oc l ean i n gan yg ue s tr o om. Wh er ey ourp r e mi s esv a r yf r o mt h es e,ad her et ohou sepo l i c y : 1.Ent erandpr epar er oom 2.St r i pandmak ebed 3.Cl earandcl eanbat hr oom 4.Repl e ni s hal l b at h r o om s up pl i es 5.Dustandpol i sh 6 . Re pl e ni s hgu es ts u pp l i e s 7.Cl eanbi ns 8 .Cl e anf r i d ge 9.Vac uum 1 0. De od or i s e 11 .Doafi nal i n sp ec t i o n.

Cl eani nganoccupi edr oom Ke yp oi n t st or e me mb erwh enc l e an i n ga no c c u pi e dr o om: •

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Ne v ert hr o wo utan yi t e msl i k ema ga zi n esan dne ws pa per sb el o ng i n gt ot hegu es t ,no ma t t e rho w ol dt h eyar e Al wa y sr e pl ac ei t emswh er et he ywe r ef o un d I fbus i nes spaper sar eou tont hedes kort abl eandob vi ous l ybei ngus ed,a v oi dc l eani ng ort i dy i ngt hatar ea,apar tf r om empt y i ngt hewas t epaperbi n

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Res pec tt hegues t ’ spr i v ac yanddon ’ tbenos y

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T ak es pec i al c ar ewi t hal l gues t ’ si t ems

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Hanggues t ’ sc l o t hi ngupappr opr i at el y

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Al l c l o t hsus edi ncl eani ngshoul dbehous ek eepi ngi s s ued–r oom t owel sandl i nen s houl dne v erbeus edf orc l eani ngbutc hec ky o urhous epr ac t i c esr el at i ngt ot heus eo f bat ht o wel sf ordr y i ngbat hr oom ar eas .

Forde t ai l edi nf or mat i onho wt oper f or m di ff er entt as k sbyar oom a t t endantwhenc l eani nga r oom pl eas er ef ert ot heappr opr i at es ec t i oni nt hi smanual .

2 .Cl e anfix t ur ea ndfit t i ngs I nt r oduct i on Al l r oomswi l l hav ef ur ni t ur e,fi xt ur esandfi t t i ngst os omeex t ent . Thes er el at et oal l t hei t emsi nt her oom t hatma ybeus edbyagues tdur i ngt hei rs t a y . Fur ni t ur ec ommonl yr ef er st oi t emsi nt her oom t hatar emo v abl ei nc l udi ngbeds ,c ouc hes , des ks ,t el ev i s i on,c l oc kr adi oset c . Fi x t ur esr ef ert oi t emst hatar eat t ac hedt hatar eus edby t hegues ti nc l udi ngai rc ondi t i oni ngandl i ghts wi t c hes . Fi t t i ngsr ef ert ot aps ,pi pesandel ec t r i c al as pec t soft he r oom. Thi ss ec t i onwi l l e xpl ai ns omeme t hodsus edt oc l ean fi xt ur esandfi t t i ngs .

Dus t i nga ndpol i s hi ng Themai npur pos eofdus t i ngi st oc ol l ec ts mal l par t i c l esofdus t . Themai npur pos eofpol i s hi ngi st oc l eant hei t em andl ea veas hi n y ,r efl ec t i ngfi ni s h. Dus t i ngma ybedonewi t hadus t eroradampl i nt f r eec l ot h. I ti si mp or t an tt ous ec o mmo ns ens ewh enc ho os i ngwhi c hp i e ceofe qui pmen tt odu s twi t h . Don’ tus eadampcl ot hi ft hemoi s t ur ecoul dr ui nt heobj ec tbei ngcl eanedandr emembert o c han get h ec l o t hwhe ns oi l ed. Youront hej obt r ai ni ng,whi c hwi l l pr obabl yi nc l udebei ngt eamedupwi t hane xper i enc ed r oom at t endantf oraper i odoft i me,wi l l pr o vi det hewor k pl ac egui danc ey ouneedi nt hi s r e g a r d .

Wh enp ol i s h i n ga ni t e m,ma k es u r et o : •

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Spr a yt hec l eani ngagentont ot hec l o t h-notont ot he s ur f ac et obec l eaned Bufft hes ur f ac eaf t erc l eani ngt or emo v ean ys t r eak s .

Whendus t i ngandpol i s hi ngar oom,i ti sbes tt os t ar ti none s po tandwor kar oundt her oom,s a y ,i nac l oc k wi s edi r ec t i on. Th i sr o ut i n es ho ul db ef ol l o wedi nev e r yr oo m.So mes ma l l i t e msma ynee dt obepi c k edupi n or dert odus torpol i s hunder neat h. Thef ol l owi ngar easwi l l needei t herdus t i ngorpol i s hi ng.Somewi l l needc l eani ngonadai l y ba si s ,wh i l eo t he r sma yo nl yne edt ob ec l ea ne dwee kl y . Re memb ert h atc he ck o utr o omswi l l n eedmo r ei nt e ns i v ec l ea ni ngt h anoc c up i e dr oo ms , ho we v eral l r oomsmus tbec l eanedt oes t abl i s hments t andar ds ,i nc l udi ngt hef ol l o wi ng: •

Ai rc ondi t i oni ngv ent s

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Doo r s–i nc l udi n gt o pl e dg ea ndha ndl es

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Pi c t ur ef r ames–f ac i nggl as saswel l asf r ame

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Mi r r or s–f r ameandmi r r or

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Sk i r t i ngboar ds

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Dr es s i ngt a bl ea ndd r a wer s

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Si det a bl e sa ndl edg es

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War dr obeandi nt er nal s hel v i ng

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Wi ndows–gl assandf r ames

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Wi ndows i l l s

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Wa l l s–c h ec kf o rc o b we bsa n dma r k s

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Lamps–base,shadeandcor d

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T el e ph on e–ma i nu ni ta ndh an dr e c ei v e r

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Seatf ur ni t ur e–don’ tf or ge tt or emo v ec us hi onsandc hec ks i des ,l egs ,bac kand u nd er n ea t h

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Al l f u r ni t u r e–t op, s i de s ,l eg s ,andu nd er ne at he ac hi t em; don ’ t f or ge t t oc l e ani n s i d et hedr a wer s

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Out s i de/ bal c onyar eas–f ur ni t ur e,as ht r ay s.

Cl e ani ngbi ns

Yous ho ul dal wa y swe arp r o t e ct i v egl o v eswh enc l e an i n gt h eb i na nd s h ou l dbeex t r aca r e f u lwh enha ndl i ngt hebi nasma nyh az ar do us i t e msma yha v ebe ent h r o wnou tb yt h eg ue s t–s uc hasb r o k engl a s s , r az orbl adesands y r i nges . Al way sbev i gi l antf ori t emst hatc oul dc aus ean yheal t hors af et yr i s k. Br o k engl a ss wa r eorbo t t l ess h ou l dbewr a ppe du pi nne ws pa pe ra nddi s po s edofs ep ar at e l y ands af el y . Was t ebi nss ho ul dbepr o pe r l yc l e an edby : •

T yi ngt hebi nl i nerar oundt her ubbi s horempt y i ngt hebi ndi r ec t l yi nt oy ourwas t ebagon t het r o l l ey

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Spr a yi ngbi nwi t happr opr i at emul t i pur pos ec l eaner ,i ns i deandout

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Cl eani ngwi t ht heappr opr i at ec l ot h

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Fi t t i nganewbi nl i neri nt hemannerappr o vedb yt hees t abl i s hment .

3.Vacuum floor sandot herar eas I nt r oduct i on Al l c a r p et e da r e ass h ou l db ev a c u u me da ndma n yn on c a r p e t e d ar easi nc l udi ngwoodenfl oor s ,t i l edbat hr oom ar ea,l i nol eum fl oor si nk i t c hene t t ema yal s or equi r ev ac uumi ng. I ti ses sent i al t hatal l s ur f ac esar ec l eanandf r eef r om di r t ,dus t andot heri t ems .

Vacuumi ng An ys t a i nsonc ar pe t e da r e ass houl db er e mo v edu si n gt h ea pp r op r i a t es t ai nr e mo v al me t ho d f ory ourpr oper t yt hatr el at ess pec i fi cal l yt ot het y peofc ar pet ,t heac t i v ei ngr edi ent soft he c hemi c al andt het y peofs t ai n.Wher et hi sdoesno tr emo v et hes t ai n,amai nt enanc er epor t ma yne edt obec omp l e t e do rt h es up er v i s orno t i fi ed . T r yt ov ac uum t her oom s t ar t i ngatt hef ur t hes tc or nerf r om t hedoorandwor kbac kt o war d t heex i t .

Ensur eyouvacuum ar oundandunderall f ur ni t ur e,and un de rt h eb ed . Par t i c ul arat t ent i ons houl dbegi v ent ot hec or ner soft her oom, i nc l udi ngt hes ki r t i ngboar ds . T oa v o i di n j u r ywh env a c uu mi n g,b en dy o u rk n e eswh en c l eani ngunderi t ems . T r yt oav oi d‘ bendi ngo ver ’ t hemac hi ne.Keepi tbehi ndy ouwher epos s i bl e,mo vi ngi tf or war d asy o uv a c uu mf r o m ap oi n tf u r t h es tf r o mt her o om e nt r ydo ort o wa r d st h ee nt r an cedo oro f t her oom.

4.Cl eanki t c hene t t ear ea,wher eappl i ca bl e I nt r oduct i on So mev e nu esma yha v eak i t c h en e t t ei n c l u de di nt h ea c c o mmo da t i o n.Th i sma yc o mei n v ar i ouss hapesorf or msandha v edi ff er enti nc l us i ons . I napar t mentandsel f c at er i ngst y l eac c ommodat i on,t hepr oduc t si nc l udedmi ghtbedet ai l ed andi nc l ude: •

Ref r i ger at or

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Cookt opandoven

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Mi cr owaveoven

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Di shwasher

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T eaandc off eemak i ngf ac i l i t i es

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Pot sandpans

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Cr oc k er yandc ut l er y

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Cl o t h eswa sh era nddr y e r .

Thi ss ec t i onwi l l e xpl or et hebes twa yt ounder t ak ec l eani ngofs omeoft hes ei t ems .

Cl eani ngt her ef r i ger at or Al l f oodi t emsl ef tb ygues t ss houl dbehandl edi nac c or danc ewi t hhous epol i c y–t hi sma y me anr e t u r ni n ga l l u nus edi t e msl e f tb ygu es t st ot heho us ek e epi n go ffic e.Gu es t sha v ebe en k nownt oc al l andi nqui r eaboutt hei rf oodi t ems ,whi c ht he yha vewant edt or ec l ai m. Ot herpol i c i esma yal l owy out odi s car dan ypar t i al l yus edf oodi t emst hatar ef oundi nt he r ef r i ger at ororel s ewher ei nac hec k outr oom. Ther ef r i ger at ori sus ual l ycl eanedonr egul arbas i s( t hati s ,notdai l ybutweek l yorot her ) ,or onane ed so nl yba si s . Whenc l eani ngt her ef r i ger at ory ouma yber equi r edt ot ur ni toff ,dependi ngont hec l eani ng pr oc edur et obeappl i edbef or et hec l eani ngs t ar t s . Ther ecommendedpr ocedur ei s: •

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Cl eant hei ns i deoft her ef r i ger at or ,i nc l udi ngs eal s ,wi t hei t herhots oapywat erora d es i gn at e ds pr a y o nc l e aner .Dr ywi t hac l o t hwh ent h ec l ea ni ngh asbe endo ne Ma k es ur ef o odp r o du ct sandg l as s esar ep r o t e ct edf r o mc he mi c al c ont a mi n at i ond ur i n g t h ec l e an i ngpr o ce ss .Co v er i n gt he mo rr e mo v i ngt h em a r et h eo nl ys af eo pt i o ns .Adh er e t owh ata pp l i e swh er ey o uwo r k

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I t emsi nt her ef r i ger at ors uc hascol dwat eri nj ugsandmi l ksac het sshoul dbe r epl eni s hedasr equi r ed.Al wa y sr emembert oc hec kt hei c ec ubet r a y si nt hef r eez er

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Swi t c hr ef r i ger at orbac koni fi thasbeent ur nedoffpr i ort oc l eani ng.Sett hec ont r ol t ot he r equi r eds et t i ng,c hec kt hatt hel i ghtwor k s( r epl ac ewher er equi r ed–ornot i f y Ma i n t e na nc ed ep ar t me nt ) ,a ndc l o s ed oo r

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Don’ tf or gett oc hec kt her ef r i ger at ordoors eal sf ors pl i t sandc r a ck s

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Seal sf oundi nneedofr epai rs houl dber epor t edt ot hefloors uper v i s or .

Cl e ani ngt hes t ov e Regar dl es soft het y peofs t o vey ouwi l l becl eani ng,al wa ysus egl o ves . Foragasst ove: •

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Remo v eb ur ne rc ap s ,gr a t e s,a ndc on t r o lk no bs Putt hem i ny ours i nkfi l l edwi t hv er yho twat erand d i s hwa shi n gde t er ge nt Ast hes es oak ,di pas c r ubbi ngs pongei nt ot hes i nkwat erand

wr i ng

Goov ert hes t ov et op,pa yi ngex t r aat t ent i ont oanyst ai ns a r o un dt h eb ur n er s

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Ri ns ewi t hc l eanwat er ;l etdr y

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Wi p edo wneac hoft h ei t emsi nt h es i n kwi t hy ou rs po nge

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Ri n sea ndd r yt h ep ar t s ;r e as s emb l et h ec o okt o p.

Forane l ec t r i cs t ov e: •

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Forac oi l el ec t r i cs t ov et op,dot hi ssoak i ngmet hodwi t ht hedr i ppansandk nobsbutnot t hebur ner s ,whi c hs houl dn' tbes ubmer gedandar es el f c l eani ng Foras moo t hel ec t r i cs t o v et op,c l eant hes ur f ac ewi t hanonabr as i v es c r ubbi ngpadanda l i qui dc ookt opc l eaner .Fi nal l y ,di pas pongei nhots oapywat er ,wr i ngwel l ,andwi pet he c ont r ol s .Ri ns eandl etdr y .

Cl eani ngt heoven I ns i deov en Co ok e df o od s t u c ko nt h eb ot t o m,s i d esorg l a s so fo v e nsc ang i v eoffod ou r san ds mo k e. •

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T r yt or emo v el ar geordeeps t uc kf oodi t emswi t hame t al s pat ul aandgent l yc hi poffan y l oos epi ec es Spr a yac l eani ngagentonal l s i desont hei ns i deorano v en

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Wi peaway Forhar dt or emo v es t ai ns ,us ebak i ngs odawi t haf e w dr opsofwhi t ev i negar .Leti tbubbl ef orami nut eort wo, a ndt h enwh i s ka wa yt h eg r i mewi t has c r u bs p on ge Ri ns ewi t hacl ean,wet ,r egul ars ponge.

Ovengl asswi ndow •

Spr a yt hei ns i deo ft hewi ndo w wi t happr opr i at ec l eani ngagent

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  Leti ts oak

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Af t e raf e w mi nu t e s,r u bdo wnt h eg l a sswi t hano nab r a si v es c r u bb i n gp ad

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Ri ns ewi t hawe ts ponge,anddr ywi t hapapert o wel ormi c r ofi berc l o t h

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Gi v et hegl as sont heout s i deoft hedooraqui c ks pr a yandwi peaswel l .

Cl eani ngdi shwasher s,washi ngmachi nesanddr yer s Thes epi ec esofequi pmentus ual l ys el fc l eanont hei ns i de,duet ot hei rmet hodofoper at i on. Howev eri ti si mpor t antt hatt he yar eno tonl ycl eanbuts af et ous e. Was ht heout s i deoft heappl i anc e,r emo vi ngs t ai ns ,di r tanddus t . Di shwasher s Wh enc l e an i n gd i s h wa s he r s ,e ns u r e : •

Th ata l l i t e msh a v ebe enr e mo v e da ndpl a c eda wa yi nc up bo ar d s

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Th atan ywa t e ri n si d eh asdr a i nedawa y

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T oc l e ana r o un da r e awh er ed e t e r g en th asbe enu s e d

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T ofi l l t her i ns eai ddi s pens er ,i ffi t t ed.

Washi ngmachi nes Wh enc l e an i n gwa s hi n gma c h i n es ,e ns u r e : •

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Th att h eya r ee mp t y Thati fi t emsar ef oundi namac hi ne,t he yar epr oc es s edasl os t pr oper t yi ft hegues thasdepar t ed,orneat l yl ai doutf oras t ay o v e rg ue s t T oc l earawayanyl ef t ov erc l ot hi ngs t r andsf r om i ns i det he machi ne.

Dr yer s Wh enc l e ani n gd r y e r s ,e ns ur e: •

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Th att h eya r ee mp t y Thati fi t emsar ef ound,t he yar epr oc es sedasl os tpr oper t yi ft hegues thasdepar t ed,or neat l yf ol dedf oras t a yov ergues t T oCl eara wa yl i ntf r om fi l t er sandc at c hmentar eas .

Cl e ani ngot he ri t e ms Onc et h ema j orp i ec esofe qui pmen tha v eb eencl ean edt h er ea r eo t h ert as k st op er f o r m. Th es ema yi n c l u de : •

Was hi nganddr y i ngpo t s ,pans ,c r oc k er yandcu t l er y

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Pl ac i ngc l eani t emsi ncupboar ds

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Cl e ani n gi n si d ec up bo ar d san dd oo r s

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Refi l l i ngi c et r ay s

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Cl eani ngk et t l es

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Re s t o c k i n gc o mp l i me nt a r yi t e mss uc ha st e a,c o ffe ea nd bi s c ui t s

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Ch an gi n gd r y i n gt o we l san dc l e an i n gs p on ge s

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Repl e ni s hi ngd et e r g en t s ,was hi n gpo wd era ndc l e ani n ga ge nt s

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Pl ac i ngf r es hmi l ki nt hef r i dgeorot heri t emsasdi c t at edbyr egul at i ons

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Cl e an i n gt h emi c r o wa v e

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Wi pi ngdownbenchesandsi nks

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Cl eani ngt hefloor .

Fol l o w or g ani s at i ona lSOP’ swh enp er f o r mi n gt h es et a sk s . Dependi ngont heor gani s at i on,ot heri t emsma yal s ober es t oc k edors t or ed. Wheny ouha vefi ni s hedc l eani ngt hek i t c hen,ha veafi nal l ookt oens ur ei ti scl ean,t i dy , dr y andf ul l yst oc ked.

5 .Re pl e ni s hgue sts uppl i e s I nt r oduct i on Gues ts uppl i esar eani mpor t antpar tofman ygues t ’ ss t a ywi t hapr oper t y , andanongoi ng s o ur c eofc o n c er nf o rv e n ueown er sa ndma na ge r s . Thebes t ad v i c ei nr el at i ont ot h em i s‘ fi ndout what t her ul e sar e… an ds t i c kt ot h em’ .

Wha ta r e‘ gue sts uppl i e s’ ? Dependi ngont hees t abl i s hment ,t her ec anbeanumberofi t emst hatwi l l qual i f yasgues t s uppl i es . Thes i mpl es tdefi ni t i oni s‘ an ys mal l i t em t hatc anbeus ed,andi ns omec as est ak e n,b ya gues ti sagues ts uppl y ’ . Ex a mp l e si n c l u de : Compendi um i t ems •

Pens

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Paper

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St at i oner y

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En v e l o pe s

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Faxoremai l f or ms

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Pr omo t i onal mat er i al

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Ro om s e r v i c eme nu s–i nt r a di t i o na lme nuf o r ma ta nd d oo r k n obh a ng er s

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Se wi ngands hoepol i s hi ngk i t s

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Gues tdr y c l eani ngbag

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Gues tl aundr yl i s t

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T ea,c offee,mi l kandbi s c ui t s

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I r o n

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Fl ys pr a y

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Addi t i onal bl ank et sandpi l l ows

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Remot ec ont r ol uni t s

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Hai rdr y er

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El ec t r i cj ug

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Bas i cc ups ,mugs ,s auc er s ,gl as s es ,t eas poons ,bo t t l eopener .

Asmen t i onedi napr e vi oussec t i on,wher et her oom hasak i t c hen/ k i t c hene t t e,t hec onc eptof r o om s uppl i e sex pa nd sen or mou sl yt oi n cl ud e: •

As e tnu mbe ran dr a ngeofc u t l e r ya ndcr o ck e r y

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Po t s ,pansandgener al c ook i ngut ens i l s

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Cl eani ngmat er i al s–det er gent ,s cour er s ,c l ot hset c

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Se r v i n gp l a t esan db owl s .

Room suppl ybasi cs Ani nt egr al par tofpr epar i ngagues tr oom i nv ol v esc hec k i ng,r epl eni s hi ngorr epl ac i ngr oom s uppl i es . Se tn umb er sf o rt h es egi v e a wa yi t e msa r es e tb yma na ge me nta ndt h es emu s tb ea dh er e d t o.Thi si st oc ont r ol c os t s . Des pi t et hi ss etquant i t yofgi v eawa ysperr oom,mos tpr oper t i esgi v er oom at t endant s di s c r et i onar ypowert oi s suee xt r asofc er t ai ni t emsi nc l udi ngt ea,c offee,s howerc apsand s h amp oot og ue s t so nr e qu es t .Ch ec kwh ata pp l i e swh er ey ouwo r ka ndad he r et oi t . I ft hec ont r ol ofgi v eaway si sac r i t i c al i s suef ormanagement ,i ti snec es sar yt ol oc at et hes e i t emsony ourt r ol l eyi ns uc haswa yt hatdi s c our agesunaut hor i s edac qui s i t i onb ygues t s .Thi s c anmeanl oc at i ngt hem ont het r ol l e ys ot he yar eno teas i l ys eenandl es sofat empt at i on. Room s uppl i esar ef orgues tr ooms ,no tf orpr i v at eus eb ys t aff . Us i n gt he sei t e msa twor kort a ki n gt h em ho mef o ry o urp er s on al us ei st hef t . T e a,c o ff eean ds u g ari t e msa swe l l a ss h amp oo san d c o nd i t i o ne r smu s ta l wa y sbec h ec k e db ec a us et h es ea r ei t e ms t hatgues t ss eem t ot ak ewi t ht hem e v eni ft he ydon ’ tus et hem i nr oom. Pensandpadsar eacl osesecond. Ad ou bl e c h ec ks h ou l dbema dewh enr e pl e ni s h i n gt h es ei t e ms t oens ur et hatot a v en o tg on emi s s i n g–s uc hasc u p s , heri t emsh s auc er s ,bot t l eopener s ,gl as s esandbat t er i esf r om t her emot ec ont r ol s .

6 .Che ckope r a t i ona lr e adi ne ssofa l li t e msa ndequi pme nt I nt r oduct i on Ent er pr i s es t andar dsast he yappl yt opr epar i ngr oomsf orgues t scanr el at et oi s s uessuc h as : •

Ph y si c al pl ac ementofi t emsi nt her oom

•

Lev el sofc l eanl i nes sandt i di nes s

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Ti meal l oc at edf ors er v i c i ngdi ff er entt y pesofr ooms–f or e x ampl e,t het i meal l oc at edf orc l eani ngas t andar ddoubl ec hec k outr oom,asoppos edt ot het i meal l oc at edf ors er v i c i ngas ui t e t hati sst ay i ngon

•

Nu mb ero fgu es ts up pl i esofe ac ht y pet ob er e pl e ni s hed

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Res et t i ngi t emsi nt her oom

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Chec k i ngt heoper at i onal r eadi nes sofi t ems .

Thi sSec t i onaddr es s est heph ys i c al pl ac ement ,r es et t i ngandc hec ki ngt heoper at i onal abi l i t y ofi t e msi nag ue s tr oo m

Che ck i ngope r a t i ona lr e adi ne ss Whenc l eani ngac hec k outr oom,t her ewi l l bes t andar dsf orc hec k i ngt heoper at i onal r eadi nes sofi t ems . Thes es t andar dsai mt oac hi e v euni f or mi t ya ndcons i s t enc y ac r os st hees t abl i s hment . Ev ens mal l t hi ngsc anbes ubj ec tt ot hes er es et t i ngs t andar ds . Fore xampl e,s omepr oper t i eswi l l r equi r et het el ephonet obe pl ac edi nt hec r adl eac er t ai nwayandt het el ephonec or dt of al l t oanomi nat eds i deoft heuni t . I ns t a yr ooms ,hous epol i c i esma yr equi r et hatt hes et t i ngsse tbyt hegues tar eal l owedt o r emai n( wi t ht hepos si bl eex cept i onofai rc ondi t i oni ng t emper at ur es ) . Fore x ampl e ,i na no cc upi e dr oo mi ft h eg ues th asl i g htdi mmer s onac er t ai ns et t i ng,t het el ev i s i ononac er t ai nc hannel andt he v ol umeoft her adi oatac er t ai ns et t i ng–l ea v et hem ast he yar e. Byc ompar i s oni ft her oom i sadepar t i ngr oom,t hi ngswi l l need t ob ec h ec k e da ndwh er en ec e s s ar yr e s e tt ot h eh ou s e s t andar ds et t i ngs .

I t emsi nc l udedi nt hi sas pec tofr oom s er v i c i ngwi l l i nc l ude: •

I nr oom ai rc ondi t i oni ngs etatapr ede t er mi nedt emper at ur el ev el

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Ref r i ger at orl ef tatanomi nat eds et t i ng

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T el e vi s i ons ett oapar t i c ul arv ol umeorc hannel

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Cl oc ks ett ot hec or r ec tt i me

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Al ar mc l oc kc hec k edt oens ur et heal ar mi sno tac t i v e

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Rad i ot u ne dt onomi na t e dc ha nn el an ds e ta td es i r edv ol u me

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Di mme r ss e tt ome di u ms e t t i n g

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T oas t ers ett odes i r eds et t i ng

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Pen san dme ss ag ep adsa r el o ca t edc on v en i e nt l ya sr e qu i r e d–ne x tt ob ed,n ear t el ephone.Al l padsandpensshoul dbel ai di ni dent i c al pos i t i ont hr oughoutt hev enue.

I ti sv i t al t hatal l i t emsi nt her oom ar e: •

Wher et heyar emeantt obe

•

I nt hec or r ec tquant i t y

•

Oper at i onal l yr eady .

Ther ei snot hi ngmor ef r us t r at i ngf oragues tt ohav et oas kf orandt henwai tf ors omet hi ngt o befi x ed,wheni ts houl dha v eal r eadybeenc hec k ed.Thi si sev e nmor ef r us t r at i ngf oragues t whohasar r i v edonal ongfl i ght .

7.Repor tandr emedyr oom def ect sanddamagedi t ems I nt r oduct i on Reg ar dl es sofho w we l l ar o om i sma i n t ai n ed,ge ner al wea ran dt e arwi l l h ap pe n,eq ui p me nt wi l l br eakdownandot herpr obl emswi l l oc c ur . I ti snat ur al andwhi l ei tmaybeannoy i ng,gues t swi l l hav eal ev el ofunder s t andi ng.Thats ai d an ypr obl emswi t har oom s houl dbei ndent i fi edandr ec t i fi edbef or ear oom i sal l oc at edt oa gu es t . Ev er ypr oper t ywant st hei rc ur r entgues t st or et ur nt ot hem asr epeatgues t sandt ot el l t hei r f r i endsaboutho w gr eatt hei rs t a ywi t huswass ot hatt hei rf r i endsbec omegues t swhoar e r ef er r edt ous . I ti sdi ffic ul tt oc ul t i v at er epeatandr ef er r al gues t si ft hei r r o om h asd ef e c t so fa nyk i n d.Wemu s ta l wa y sr e ma i nv er y muc hawar et hati nnear l yal l c as es‘ gues t shav eopt i ons ’ .I f don’ tdel i v ert hes er v i c e,f ac i l i t i es ,ands t andar dt hatt hey wa nta ndex pec t ,t he yc anv er yea si l ys t a ys ome wher ee l s e nex tt i me.

we

I tc anbeas ober i ngr es ear c hac t i v i t yt ochec kt hel oc al phonebookandcountt henumberof bus i nes sest hatofferac commodat i on,al l ofwhi c har ey ourc ompet i t or st r y i ngt ot ak e  y our gues t sandt her ef or ey ourj ob.

Che ck i ngf orde f e ct s An ot h ert as kwh ens er v i c i n gagu es tr o om i st oc hec kt her o om f oran yd ef e ct si nequ i p me nt , appl i anc es ,f ur ni t ur eorfi t t i ngs . Th i si n spe ct i ons hou l dal s oc he ckf o req ui p me ntd ama ge . Whatar edef ect s,whati sdamage? Def ec t so rdamagecanr es ul tf r om nor mal wear andt ear ,ac c i dent al damageordel i ber at e andmal i c i ousac t i onb ygues t s . Wher ey ous us pec tdamagehasbeeni nt ent i onal l yc aus ed gu es t s an de v engue s t st h atha v ea l r ea dyc hec k e do ut ,y o u s houl dr epor t sy ourbel i ef st oy ours uper v i s orandas kt hem v i ewt hedamagef ort hemsel v est omak eadec i s i onabout a c t i o no rc l a i msma yn ee dt obema de . I nsomecases,guest smaybechar gedf ort hedamageand c l e anu pc o s t san dp l a c edo na‘ DoNo tRo om L i s t ’ t h at aut omat i c al l yfl agsagues tf orr ef us al whent hei rnamei s ent er edi nt ot her es er v at i ons y st em asar es ul tofaquer yorabook i ng.

by t o what

De f e c t so rd ama gei n c l u de : •

Br ok enf r i dgedoors eal s

•

Ch i p pe do rb r o k eng l a s s es

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Fl i c ker i ngfl uor es centl i ght s

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Bl ownl i ghtgl obes

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Remot ec ont r ol swi t hfl at ,orno,bat t er i es

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Br ok enfi xt ur esorfi t t i ngs

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Ref r i ger at or st hatmak e‘ t oomuc h’ noi s e–whi c hc an pr e ventt hegues tf r om s l eepi ng

•

Noi s yai rc ondi t i oni ng

•

Dr i ppi ngt aps

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Ri ppedc ur t ai nsanddr apest hatdono tpr oper l ycl os e–al l o wi ngo t her st os eei nand unwant edl i ghtt oc omei nt ot her oom

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Ri pped,t i r edl ook i ngors t ai nedf ur ni s hi ngs

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Fuz zyt el ev i s i onr ec ept i on

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El ec t r i cj ugsandhai rdr y er st hatdon’ twor k

•

•

Room c ar dst hatdono teas i l yi nt egr at ewi t ht hepower c ont r ol si nr oom I r onswher et het emper at ur ec ont r ol s et t i ngsar eno twor k i ng.

I fagues tfi ndsadef ec ti nt hei rr oom t he yma yl e ty ouk no w abouti tbutt he yma yno t . I ft he ydon’ t ,weha vej us tdi s appoi nt edonegues tandunl es swei dent i f yt hepr obl em t hathas c aus edt hi swer i s kdi s appoi nt i nge v er yo t hergues twhous est hatr oom! Obv i ous l yt hi sdoesl i t t l et ogener at er epeatandr ef er r al gues t s .

Whatt odo? Whenadef ec tordamaget ofi x t ur esorfi t t i ngsi si dent i fi ed,t woc our s esofac t i onpr es ent t h ems e l v e s . Th ec o ur s eo fa c t i o nc h os e nwi l l d ep en do nt h es e r i o us n es soft h ed ama gea ndwh et h ero r n o ts o me on ec o ul dbeha r me db ec a u s eo ft h ep r o bl e m. Al l ac t i ont ak ens houl dbei nac c or danc ewi t hent er pr i s epr oc edur es . Thet wopos s i bl ec our s esofac t i onar e: 1. Th ei t e m mu s tbet a k eno uto fs er v i c ei mmedi a t e l yan dr epl a ce di fp os s i bl e–f or e xampl e,i tma ybepos s i bl ei nt hei mmedi at es hor t t er mt or epl ac eahai rdr y ert hati snot

wor k i ng( o ri smi s s i ng )i na no cc up i e dr oo m wi t hon ef r om t h efl oo rh ou se k ee pi n gs t or eo r f r o m an ot h err oo mt h ats ho wsasv a ca nto ny o urr o om l i s t .

2. Thei t em i sr epor t edonamai nt enanc er epor tands ubmi t t ed t heappr opr i at eper s onf orac t i ont obet ak en–wher et he i t em p r es en t sap hy s i c al da nge rt og ue s t si tmu s tber e mo v ed f r om t her oom,t aggedas‘ OutOfSer v i c e’ ac c or di ngt o hous epr oc edur esands t or edappr opr i at el ys ot hati twi l l no t ber e t ur nedt os er v i c ebef or ebei ngs er v i c ed.

t o

Themo t t ot or ememberi s :‘ I fi ndoubt ,ha vei tc hec k edout .

Rec or ddamagedi t ems Da ma ge di t e msn ee dt ober e c or d edf o rma nyo pe r a t i o na lr e as o ns . Ev e r ypr op er t ywi l l ha v ei t sownpr o ced ur e sf o rr e co r di n gd ama gedi t emsan dr o om at t endant sar ee xpec t edt oc ompl ywi t ht hes ewher et he yi dent i f ys uc hi t emsi nan ygues t r oom,andr egar dl essofwhodamagedt hei t emsandhowt heywer edamaged. Pr o per t i e sn eedt ob ea wa r eo fda ma ge di t emsf ort h ef o l l o wi ngr e as on s: •

Moni t or i ngc os t s

•

De t er mi ni ngs uppl i est hatneedt obeor der ed

•

•

•

Ev al uat i ngt heus ef ul nes sofpr oduc t s-andde t er mi ni ngwhet herorno tt oc ont i nueus i ng ac er t ai ni t em orwhet herabet t eral t er nat i v eneedst obes our c ed I dent i f y i nghi ghdamagepr oduc t s–t ode v el oppol i c i esandpr oc edur est or educ eand pr eventdamage Re mo v i n gt h em f r o ms e r v i c ef o rOSHa nddu t yo fc a r er e as o ns .

I de nt i f y i ngda ma ge di t e ms Y ouc anbe c o meawa r et h ata ni t e mi sd ama ge dt h r o ug hp er s o na lo bs e r v a t i o nwh eny o u s er v i c ear oom –t hebas i c sar et o: •

•

•

•

L oo kf o rd ama ge di t e ms–av i s ua li n sp ec t i o ns uc h asdr i ps Li s t enf orequi pmentt hats oundsasi fi ti s d ama ge do rn otwo r k i n ga si n t e nd ed Beal er tt os mel l st hati ndi c at epr obl ems–s uc has ‘ el ec t r i c al s mel l s ’ He eda dv i c ef r o mg ue s t swh or e po r ts u c hp r o bl e ms .

Yourper s onal e xper i enc ei nt hewor k pl ac ewi l l bui l dupov ert i met opr o vi dey ouwi t hani dea ofwh att ol o okf oran dwh ati t e msa r ec ommo nl ya s so ci a t edwi t hda ma ge.

Repor t i ngt hedamage Da ma ge do rd ef e ct i v ei t emsmus tber e po r t e ds ot h ata pp r o pr i at er e med i al a ct i onc anb e t ak en. Opt i onsi nr epor t i ngdamagei nc l ude: •

•

•

•

•

Speak i ngf ac et of ac ewi t ht hes uper v i s or ,Fl oorHous ek eeperorr el ev antot herper s on Us i ngt hei nr oom phonet oc ont ac tandno t i f ydi r ec t l yei t hert hemai nt enanc edepar t ment o rt h eh ou s ek e ep er .So mepr o pe r t i e sha v eaba no nt h eu s eo fg ue s tr o om p ho ne ss o c hec kt oseewhatappl i esi ny ourwor k pl ac e Us i n go t h eri n t e r na lc ommu ni c at i onme t h ods( p ag er , mobi l ephone)t oc ont ac tandnot i f ydi r ec t l yei t hert he ma i n t e na nc ede pa r t me nto rt h eh ou s e k ee pe r Us i ngt hei nr oom phonet oc ont ac tr ec ep t i onandl ea v e amess age–s eeabov e Compl e t i ono faMai nt enanc eRepor ti dent i f y i ngt he d ama ge di t e m,t h er o om n umb er ,y o u rn ame ,a ndt h en at u r eoft h ed ama ge .

I dent i f yi ngpest s Al l pr oper t i ess houl dha v es omef or m ofs t andar dandes t abl i s hment wi depes tc ont r ol pr o gr a mi np l ac e. Thi spr ogr am us ual l ycombi nest hes er v i c esofane xt er nal ,pr of es si onal pes tc ont r ol c ompanywi t hr egul ari nt er nal effor t satpes tc ont r ol . Regul arc hec k sofr oomsdonebyt hee xt er nal pes tc ont r ol s er v i c e( wi t ht hei rv ehi c l epar k ed ar oundt hebac koft hebui l di ng–mos tpeopl es eet hepr es enc eofapes tc ont r ol v ehi c l eas e vi denc eofapes tpr obl em asoppos edt or eg ar di ngi taspr ev ent i on)s houl dbeatt hec ent r e oft hi spr ogr am. Wher et hees t abl i s hedpes tc ont r ol pr ogr am hasno twor k edeff ec t i v el yandy o ui dent i f ypes t s i nag ues tr o om,i mme di at eac t i o nn eedst obet a k en . Bes i desbei ngundes i r abl ef r o m anaes t he t i cpoi ntofv i ew,pes t si nagues tr oom c anpos ea s er i ousheal t hr i s kaswel l aspr es entt hepot ent i al f ordamaget owal l sandwi r esf r om g na wi n g.

Typesofpest s Pes t si nc l ude: •

Fl i es

•

Cockr oaches

•

Si l v er fi s h

•

Fl e as

•

Spi der s

•

Mi c e,r at sandant s .

Si gnsoft hepr es enc eo fpes t si nc l ude: •

Se ei n gt h em

•

Hea r i ngt h em

•

Seei nge vi denc eoft hei rpr es enc es uc hasdr oppi ngs ,s po t sonwal l sands ur f ac es ,eggs , websandcoc oons.

Ac t i ont ot ak e Th ee x ac ta ct i o nt ot a k ewh enpe s t sh av ebe ens i g ht e do rar es us pe ct e dmus tbei n ac c or d an cewi t ht heho us ep r o ce dur e st h ata ppl y . Youma yber equi r edt odeal ont hes po twi t hfl i es ,ant s ,c oc k r oac hesands pi der sus i ngan aer os ol s pr a ybuti ti si mpor t antt or emembert hats omegues t sma ybeal l er gi ct oi ns ec t s pr a y ss ous et hem s par i ngl y . Ma k es u r ey o ur e mo v et h eb od i e s !Ad ea dfl yo rade admo us el o ok sa sb adasal i v eo ne . Ma k es u r ey o ua l s or e mo v ean yot h ere v i d en c eo ft h ep es t s–we bs ,d r o pp i n gs . Ot h erpe s t sma yha v et obeno t i fi edt oy ou rs up er v i s or ,He adHou se k ee pero rt h e Mai nt enanc edepar t mentf ort hem t oac t i on.Thi sno t i fi c at i ons houl dbei mmedi at et oenabl e ac t i ont obet ak enass oonaspos s i bl e. Ac t i ont opr e v entape stpr obl e m Aneff ec t i v ep es tc ont r ol p r og r a mr e qu i r e sy o ut od owh at e v ery o uc ant ok e ept h ep es t sout i nt hefi r s tpl ac e–i npr ac t i c et hi smeans : •

Ke ep i n gd oo r sa ndwi n do wst ogu es tr o omsc l o s ed

•

Mak i ngs ur efl ywi r es c r eensar efi t t edandi ngoodc ondi t i on

•

Mak i ngs ur et hatan yt hi ngpr ov i dedt oagues tr oom i sf r eef r om p e s t s

•

Cont r ol an ypes t sy ousee–us i ngaer os ol s pr ay sorot herappr o vedi nt er nal ore xt er nal me t hods ;t hi scanbebai t s ,t r aps ,f oggi ngandc ommer c i al s pr a yi ng.

Ap pl ygo odh ou se k eep i n gt e ch ni qu est ode nyf o oda ndd r i n kt ope s t san dma i n t ai nh y gi en i c c ondi t i ons–t hi si nc l udes : •

•

Ne v erl ea v i n gf o odo uto nb enc he so rt a bl e s Che ck i n gt oe ns ur ef o ods c r a psar eno tl y i n go nt h efl oo ra ny wh er ei nt h er oo m –i nt h e k i t c henundert hes t o v e;undert hebed

•

Kee pi n gb i nsc l ea na ndi ng oo dr ep ai r

•

Cl e ani n gp r emi s est h or o ughl yanddi s i nf e ct i n gwhe nn ec es s ar y

•

Remo vi ngal l r ubbi s honar egul arbas i s .

Thes ec t i onhashi ghl i ght edt hef ac tt hatpr obl emsi nagues tr oom,whi l s tmos t l ywi l l c ompr i s edef ec t sanddamaget oph y si c al i t ems ,t her ear eo t heri s s uest hatneedt obe addr es s edt oens ur et hegues thasapos i t i v eex per i enc e.

8.r epor tsuspi ci ousi t emsorsi t uat i ons I nt r oduct i on Ac commodat i ones t abl i s hment sar et hes et t i ngf orman yi l l egal ac t i v i t i esandal l r oom at t endant smus tbeal er tf ors i gnst hi si shappeni ngorma yt ak epl ac e. Ther ol eofar oom at t endanti st hi sr egar di sonl yt o‘ r epor t ’ –i ti snott oi nt er v ene,t ak eac t i on orpu tt he ms el v e si nh ar m’ swa y . Me mb er soft hepu bl i cc ant a r ge tfl oo r sa ndr o omswi t ha v i ewt obr eak i ngandent er i ng.I ft het hi efhaswat c hedt hei r t ar getl eav et hepr oper t yt ogoonat hr eehourt ourt he y k nowt het ar get ’ sr oom wi l l be’ s af e’ f ort hatper i odandi ti sa r el at i v el yeas yt ar get . Ot hergues t swi l l us et hei rr oom f ori l l egal ac t i v i t i est hatt hey d on o twa ntt ou nd er t a k ea th ome .

I st heact i vi t yi l l egalori mmor al ? I ndi v i dual es t abl i s hment scanha v edi ff er entappr oac hes t hi s . Mos tpr oper t i esar enotpr epar edt oal l owi l l egal ac t i v i t y andal s of r ownoni mmor al ac t i v i t y . Somet ur nabl i nde y et oi mmor al ac t i v i t i esdeemi ngt hat whatgues t sdoi nt hepr i v ac yoft hei rownr oom i st hei r bu si n es s . Youne edt os pe akt oy ou rs upe r v i s ort ode t e r mi n ewh ata pp l i e swh er ey ouwor ka ndac c ep t t hepos i t i ont ak enbyt hees t abl i s hment :i fy oue verhav ean yc onc er nsaboutdi ffer ent i at i ng be t ween‘ i l l egal ’ and‘ i mmor al ’ s eekgui danc eont hedi s t i nc t i onsf r om y ours uper v i s orandbe gu i d edb yt h em an dt hei re x pe r i e nc e.

T aki ngact i on I fy ounot i c eani t em t hatl ook sunus ual ors us pi c i ous ,ors eean oc c ur r enc et hati ss us pi c i ous ,appr opr i at eac t i ons houl dbet ak en i mmedi at el y . Theapp r op r i a t eac t i o nma ybes pel l e do ut i nt hes t and ar dEmer ge nc y Pr o c ed ur e sf o ry o urv e nu e. Th ea c t i o nma yb et o : •

Adv i s et hefl oors uper v i s or ,t heFl oorHous ek eeperort he Ex e c u t i v eHo us e k e ep er

•

Cont ac tv enues ec ur i t y .

Al wa y sa dher et owo r k pl a cepol i c i esan dp r o ce dur e swh end eal i ngwi t hs uc hma t t e r s ,a st h ey ar epo t ent i al l ydanger ousands er i ous .

Anunus ual i t em ors i t uat i onma yi nc l ude: •

Apac kagel ef tunat t endedi nc or r i dorors t ai r wel l s

•

Ani t em t hati sheav i l ybl oods t ai ned

•

Apac k agel ef ti nac hec k outr oom

•

Awe ap onf o un di nar o om –wh et h ert h er o om i sas t a y r o om o rade pa r t e dr o om

•

Dr u gs–orpac k age st h oug htt oco nt ai ndr u gs

•

Ex pl os i v es

•

Ev i denc eofdr ugt ak i ngi nar oom –i nc l udi ngt hepr es enc eofdr ugpar apher nal i a.

Su sp i c i o usoc c ur r en ce so rp eopl ema yi nc l ud e: •

•

Per s onbehav i ngner v ous l yoranx i ous l yi nac or r i dor ,s t ai r wel l ,nearas t or er oom,i nt he gues tl aundr yet c Per s oni na na r eat he ysh oul dn ’ tb ei n–s uc ha sa r e asme memb er soft h ep ub l i ci nar ea s r es t r i c t edf or‘ St affOnl y ’ac ces s

•

Per s onus i nge x c es s i v ef or c eagai ns tano t herper s on

•

L ou dv o i c e san ds we ar i n g

•

So un dst h ati n di c a t ed ama gei sbe i n gd on e

•

•

Per s ons eemi ngt ol oi t eronafl oor ,al ongc or r i dor s ,i n publ i car eas Per s ona sk i n gy o ut ol e tt h em i nt oar oo m. m.

I fy ous eeorhearan yt hi ngt hati ss us pi c i ous ,unus ual orappear si l l egal y ous houl d: •

•

•

•

No ts ayan yt hi ngt ot heper s onsi n vol v e d T r ynott oal er tt hem t ot hef ac ty ouhav enot i c ed s ome t h i ngs us pi c i ou sorun us ual . T r yt or e me me mb mb era smu chd et ai l a sp os s i bl e–wr i t e downnot eswhensaf et odoso Al er tt her el ev antper s onassoonaspos si bl ei n s uc hawa yt hato t her s( t hos ei n v ol v edando t her gues t s )c anno thearwhati sbei ngs ai d.

I ti sr ar ef ory out ohav et heaut hor i t yt oc al l pol i c es oy ous houl dr ef r ai nf r om doi ngt hi si nal l bu tt h emos te x t r e mec me as eso fa ct ua lo ri mmi n entd ange r .

9.Handl eguestpr oper t yl ef ti nr oom f r om whi cht heguesthas d e p a r t e d I nt r oduct i on Fr om t i met ot i medepar t i nggues t sl eav ei t emsi nt hei rr ooms . Somet i mest hi si sanov er s i ghtont hei rpar tands omet i mesi ti si nt ent i onal . Reg ar dl es s ,al l gues tpr oper t yf oundi nac hec k outr oom mus tbehandl edi nac c or danc ewi t h hous epol i c y .

Dea l i ngwi t hl ostpr oper t y Th er ema ma yb et i me swh eny ouc omeac r o s si t e ms msi nc he c k o utr o omst h ath av ebe enl e f t behi ndb yt hegues t . Suc hi t emss houl dbet r eat edasv al uabl ei nt hefi r s t i ns t anc e,nomat t erwhatt heac t ual dol l arwor t hofr epl ac i ng suchani t em maybe. Fore x ampl e,as i mpl e,par t i al l yus edbot t l eoff ac i al f oundat i on,ac amer a,pi ec eofc l o t hi ngorani t em of  j ewel l er y .Theyar eal l t hes amei nt er msofbei nga‘ l os tand f ound’ i t em. Al l s uc hi t e mss ms ho ul db et ak e nt ot h eh ou sek e ep i n gd epa r t me nta ndr e co r d edi nt he‘ L os ta nd Fou nd’ l o gb oo k. I ti st hehous ek eepi ngdepar t ment ’ sr es pons i bi l i t yt ok eepac cur at er ec or dsofal l i t emsf ound i ngues tr oomsorpubl i car eas . I nf or mat i ont ha tneedst ober ec or dedaboutt hei t em ma yi nc l ude: •

•

•

•

Da t ef o un d Roo mn umb er–oro t h erl o ca t i o na sa pp r op r i a t e ( c or r i dor ,gues tl aundr yet c . ) Ex a c tl o cat i oni nr oo m wh er ei t e m wasf o und– ‘ undert hebed’ ,‘ i nt hebat hr oom’ Des cr i pt i onofi t em –s uc has‘ Gent ’ sbr i ef c as e, br own,l oc k ed,Av onbr and’ ,‘ l adi esSei k owat c h,gol d l eat hers t r ap’

wi t h

•

Na meo me fp er s o nwh of o un dt h ei t e m

•

Da t ei t em wasr e t ur ne dt ot heo wne r-af t e ri t e m ha sbe enc l ai me do rs en t t ot her i g ht f ul o wne r .

Gener al l y ,l os tpr oper t yi sk eptf ort hr eemont hs ,howev erdur i ngt hatt i met hees t abl i s hment ma yat t emptt oc ont ac tt heowner ,es pec i al l yi ft hei t em appear sv al uabl eort hegues ti sa r egul ar . Wher ef or war di ngaddr es sorphonenumberi sa v ai l abl e,t hegues ti sc ont ac t edandas k edi f t he ywoul dl i k et hei t em r et ur ned. Th eg ue s tma ybeas k e dt of o r wa r dpos t a gebe f or et hei t e mi ss en t . A‘ Wi t hCompl i ment s ’ l e t t ergener al l yac c ompani est her et ur noft hei t em andac opyoft hi s l et t ers houl dbefi l edi nt hel os tpr oper t yc or r es pondenc efi l e. Somei t emst hatha v eno tbeenc l ai medwi t hi nat hr eemont hper i od,af t eral l c hannel st o c ont ac tt heownerha v ebeenex haus t ed,wi l l begi v enbac kt ot hefi nderorhandedt opol i c e dependi ngont hev al ueoft hei t em andwhati ti s . Los tpr oper t ys houl dne v erbet ak enofft hepr emi s eswi t houtt hec or r ec taut hor i s at i on.You c a nn ota s s umet h ata ni t e mi sy o ur ss i mp l ybe c au s ey o uf o un di ta ndt h eo wn erh asde pa r t e d.

I si t‘ l ost ’orhasi tbeenl ef tonpur pose? Wher et hel os tpr oper t yi scl ot hi ng( es pec i al l yl i nger i e)orot heri t emsofadel i c at enat ur e,t he dec i s i onaboutwhet herorno tt oc ont ac tt hegues tmus tbemadewi t hduec ons i der at i ont oal l t hepos s i bl er ami fi cat i ons .T ac tanddi pl omac yma ydi c t at et hatnoc ont ac ti smadei nor dert o a v oi demba r r a ss men ta ndo t herpo t e nt i al p r o bl e ms . Thi shi ghl i ght st hatnotal l i t emsl ef ti nagues tr oom ar e‘ l os t ’ .Theyma yhav ebeen del i ber at el yl ef tt her e. Pe r i s ha bl ef ood Wh er ep er i s habl ef o od sa r ef o un d,t woo pt i on sar ec ommo nl yav a i l ab l e . Thefi r s top t i oni st haty ouma yha v edi s c r e t i onar ypo wer st odeal wi t han yper i s habl ef ood y o ufi nd . Thi sma yi nc l udemi norquant i t i esoft hi ngssuc hasl ef t o ver t ak ea wa yf oods ,af e w bi s c ui t si nanopenpac k et ,orac oupl eof s l i c esofc hees e,at omat oands omes l i c esofbr eadl ef ti nt he f r i dge. I ft hei t emsha v ebeenl ef tb yadepar t edgues t ,y ouma yel ec tt o t hr owouts uc hi t ems . Nat ur al l yt hef oodwoul dbel ef twher ei ti si ft hegues twasst ay i ngon. Thes ec ondopt i oni st hatSt andar dOper at i ngPr oc edur esr equi r eal l s t afft ot ak eal f o un d l pe r i s ha bl ef o odt ot heEx e c ut i v eHou se k ee pe r ’ soffic e,a ndt oa l l o wt h atpe r s ont oma k et h e dec i s i on.

Li quor Ag ai n,s pec i fi chous epr ac t i c eswi l l v ar ybe t weenes t abl i s hment s . Commonl y , an yunopenedbo t t l eofl i quor–spi r i t s ,wi ne,beeror what e v erel s ei sl oggedi nt hes t andar dwa y ,andt hel i quorma y t henf or war dedt ot hec ent r al l i quors t or ef ors af ek eepi ngor r e t a i n edi nt h eHo us ek e epi n go ffic ef o rt h r eemo nt hs . Op en edbo t t l e sma ybes t o r e di nt h en or ma lL os ta ndFo un d s t or e,o rc a nbef or war dedt oano t herdepar t ment . I ti sus ef ul t or emembert hatwhati sac t ual l yi ns i deabo t t l eofopenbev er agec oul dbe any t hi ng.

Whati sont hel abel ma yno tbewhati si nt hebo t t l es oy ous houl ddefi ni t el yguar dag ai ns t ha vi ngadr i nkf r om an ybot t l e,al c ohol i cornonal c ohol i c ,t hathasbeenal r eadyopened. Ot heri t ems Ther ei sr eal l ynoendt ot henat ur eofi t emst hatc anfi ndt hei rwa yi nt ot heLos tandFound ar eaf r om t hev er yor di nar yt ot hehi ghl yex ot i c ! I ngener al t er ms ,howev er ,t he yc ani nc l ude: •

•

•

I ne xpens i v ei t ems–t hes emus ts t i l l behandedi nas ,des pi t e bei ngi ne xpens i v e,t heyma ys t i l l ha ves i gni fi cants ent i ment al v a l u e.Th es ei t emsma yi n cl u dech eappe ns ,d i s po sab l ei t ems , h an dk e r c hi e f sa nds oc k s Ex pe ns i v ei t e ms–ob j e ct sofo bv i ou swor t hs uc ha sc ame r a s,l a p t opc omput er s ,el ec t r i cr az or s ,j ewel l er y ,c as h,orc l ot hi ng Do cu me nt s–t h i sc anc o v erawi der a ngeofp aper si n cl ud i ng bus i nes sandper s onal doc ument s ,aswel l asr el at edi t emss uc h pas s por t sandc r edi tc ar ds .

as

Gi v ent hi swi dev ar i e t yofi t emst hatc oul dbef oundi ti swor t hc hec ki nghous er ul esi nr egar d t ot hef ol l owi ng: •

Ne ws pap er s ,ma ga zi n esan dbo ok s–wh i l ei ti sc ommo np r a ct i c ef o rs t a fft odi s po seof n ews p ap er sf r o mc h ec k o utr o oms ,c h ec ky o urh ou s er u l e st oma k es u r e .

Al s o,fi ndoutaboutt hehous er ul est hatr el at et ot hedi s pos al ofmagaz i nesandbook s .Can t he ybet hr o wnout ,ori st her ear equi r ementt ohandt hem i n? Whatc r i t er i aappl y , i fan y ,t omak i ngt hedec i s i onaboutk eepi ngort hr o wi ngoutt hes ei t ems ? •

Cas h–c hec kt os eei fy ourv enuehasas pec i al r ul eaboutc as ht hati sf ound.

Regar dl es sofwhati sc ons i der edi st obel os torf ound;i tmus tber epor t edandr ec or ded ac c or di ngt oor gani s at i onal r equi r ement s .

T as kShe et2 . 5 1

I ti sar equi r ementoft hi sUni ty ouc ompl e t eWor kPr oj ec t sasadv i s edb yy ourT r ai ner .You mus ts ubmi tdoc ument at i on,s ui t abl ee vi denc eoro t herr el ev antpr oofofc ompl et i onoft he pr oj ec tt oy ourT r ai nerb yt heagr eeddat e. 5. 1 T of u l fi l t her eq ui r e me nt soft h i sWor kPr o j ec ty o ua r ea sk e dt os ubmi te v i d en ceo fy o u bei ngabl et o: •

I dent i f yt hec or r ec tor dert oc l eanar oom

•

Under s t andr equi r ement sandpol i c i esr el at i ngt oc l eani ngr ooms

5. 2 T of u l fi l t her eq ui r e me nt soft h i sWor kPr o j ec ty o ua r ea sk e dt os ubmi te v i d en ceo fy o u bei ngabl et oe xpl ai nordemons t r at eho wt o: •

Cl eanfi xt ur esandfi t t i ngs ,i dent i f y i ngt hei t emsandt hei rpur pos e

•

Va c uu mfl o o r sa n dot h era r e as

•

Cl eank i t c henet t ear ea

5. 3 T of u l fi l t her eq ui r e me nt soft h i sWor kPr o j ec ty o ua r ea sk e dt os ubmi te v i d en ceo fy o u bei ngabl et oe xpl ai nordemons t r at eho wt o: •

I dent i f yandr epl eni s hgues ts uppl i es

•

Chec koper at i onal r eadi nes soffi v ei t emsi nar oom

•

I d en t i f ya ndr e po r tc o mmo nd ef e c t sa ndda ma ge di t e ms

•

I dent i f yandr epor ts us pi c i ousi t emsors i t uat i ons

•

Hand l eg ues tpr op er t yi nt h ec or r e ctma nn er

Pe r f or ma nc eCr i t e r i aChe ck l i s t T a skShe et2 . 5 1

Fol l ow i nhous er e qui r e me nt sandpol i c i e si nr e l a t i ont or oom c l e ani ng •

Cl eani ngi nt hec or r ec tor der

•

Cl e an i n gaCh ec k o utr o om

•

Pr epar i ngar oom f orc l eani ng

•

Cl e an i n ga no c c u pi e dr o om.

Cl e anfix t ur e sa ndfit t i ngs •

Dus t i ngandpol i s hi ng

•

Cl eani ngbi ns .

Vacuum floor sandot herar eas •

Vacuumi ng.

Cl e ank i t c he ne t t ea r e a ,whe r ea ppl i c abl e •

Cl eani ngt hef r i dge

•

Cl eani ngt hes t o ve

•

Cl e ani n gt heov e n

•

Cl e an i n gd i s h wa s he r s ,wa s hi n gma c hi n esa nddr y e r s

•

Cl eani ngo t heri t ems .

Re pl e ni s hgue sts uppl i e s •

Whatar e‘ gues ts uppl i es ’ ?

•

Room suppl ybasi cs.

Checkoper at i onalr eadi nessofal li t emsandequi pment •

Chec k i ngoper at i onal r eadi nes s .

Repor tandr emedyr oom def ect sanddamagedi t ems •

Chec ki ngf ordef ec t s

•

Whatt odo?

•

Recor ddamagedi t ems

•

I dent i f y i ngdamagedi t ems

•

Re po r t i n gt h ed ama ge

•

I dent i f y i ngpes t s .

Re por ts us pi c i ousi t e msors i t ua t i ons •

I st heac t i v i t yi l l egal ori mmor al ?

•

T ak i ngac t i on.

Handl eguestpr oper t yl ef ti nr oom f r om whi chguestdepar t ed •

Deal i ngwi t hl os tpr oper t y

•

I si t‘ l os t ’ orhasi tbeenl ef tonpur pos e?

COMPETENC? ASSESSMENT TOOL Evidence Plan Competency standard: Unit of competency:

  g   n    i   n   o    i    t   s   e   u    Q    &   n   o    i    t   a   v   r   e   s    b    O

Ways in which evidence will be collected: [tick the column] 

The evidence must show that the trainee… The trainee must kno! ho! to select proper chemicals and clean potable !ater for cleaning and saniti"ing# e$uipment utensils# and !orking surfaces%

• 

The trainee must kno! the proper cleaning and saniti"ing  of e$uipment and utensils safely using potable !ater  according to manufacturer&s instructions%%

• 

The trainee must kno! on ho! to store and stacked  clean e$uipment and utensils safely in the designated   place%

• 

The trainee must kno! ho! to use cleaning e$uipment  and supplies safely in accordance !ith manufacturer&s instructions%

• 

The trainee must kno! ho! to assemble disassemble cleaning e$uipment safely%

• 

and 

The trainee must kno! !here to store cleaning  e$uipment safely in the designated position and area%

• 

'OT() *+ritical aspects of competency 

  g   n    i   n   o    i    t   s   e   u    Q    &   n   o    i    t   a   r    t   s   n   o   m   e    D

   t   r   o   p   e    R   y    t   r   a   p    d   r    i    h    T

  o    i    l   o    f    t   r   o    P

  n   e    t    t    i   r    

QUESTIONING TOOL

Q4e%tion% to 5ro(e the #an&i&ate@% 4n&er5innin9 $no8!e&9e

E=ten%ion6Ref!e#tion Q4e%tion%

Sati%fa#tor; re%5on %e

No

-. /. 1. 2. Safet; Q4e%tion% -. /. 1. 2. Contin9en#; Q4e%tion% -. /. 'o( Ro!e6En,ironment Q4e%tion% -. /. 1. R4!e% an& Re94!ation% -. /.

The #an&i&ate@% 4n&er5innin9 $no8!e&9e 8a%+

Sati%fa#tor;

Not Sati%fa#tor;

Demonstration it$ %uestioning C$ec&list Trainee name' Trainer name' %uali!ication' Unit o! competency' Date o! assessment' Time o! assessment' (nstructions !or demonstration

!iven the necessary tools, the candidate "ill be able to demonstrate,  preparing and producing  bakery products follo"in standard procedures "ithin #$ minutes. 

 to sho" if  evidence is demonstrated

DEMONST)T(ON

During t$e demonstration o! s&ills* did t$e candidate'

+es

•

•

No

N,













•







•







The candidate%s demonstration "as& 'atisfactory



 (ot 'atisfactory



Demonst r at i on wi t hOr alQuest i oni ngCheckl i s t Sati sf act ory response

Ques t i ons  Thet r ai neeshoul danswert hef ol l owi ngquest i ons:

Yes

No

1.





2.





3.





4.





5.





 Thet r ai nee’ sunder pi nni ngknowl edgewas: Sat i s f ac t o r y

No tSat i s f ac t or y



No tSat i s f ac t or y



Feedbackt ot r ai nee:

 Thet r ai nee’ sov er al lper f or mancewas: Sat i s f ac t o r y



 Assessor ’ ssi gnat ur e:

Dat e:

Suggest edQuest i onswi t hAnswer sf orOr alQuest i oni ng Ques t i onswi t hAnswer s

1.

 Answer :

2.

 Answer :

3.

 Answer :

4.

  Answer :

Oral %uestioning C$ec&list Trainee name' Trainer name' %uali!ication' Unit o! competency' Date o! assessment' Time o! assessment' (nstructions !or Oral %uestioning

The candidate "ill be assessed based on his)her ans"ers to the iven questions. The assessor should not deviate from the standard questions provided herein. 'atisfactory response

Oral %uestions

 Thet r ai neeshoul danswert hef ol l owi ngquest i ons:

Yes

No

1.





2.





3.





4.





5.





 Thet r ai nee’ sunder pi nni ngknowl edgewas: Sat i s f ac t o r y

No tSat i s f ac t or y



No tSat i s f ac t or y



Feedbackt ot r ai nee:  Thet r ai nee’ sov er al lper f or mancewas: Sat i s f ac t o r y



 Assessor ’ ssi gnat ur e

Dat e:

The candidate%s responses "ere& 'atisfactory



 (ot 'atisfactory



Suggest edQuest i onswi t hAnswer sf orOr alQuest i oni ng Ques t i onswi t hAnswer s

1.

 Answer :

2.

 Answer :

3.

 Answer :

4.

 Answer :

5.

 Answer :

THIRD PARTY REPORT Candi dat ename: Nameoft hi r dpar t y :

Cont actno.

Posi t i on: Re l a t i ons hi pwi t h c andi da t e :

B employer 

B supervisor 

B colleague

B other 

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

Dat est hecandi dat ewor kedwi t hyou

From:

To:

Compet encySt andar ds: Uni tofCompet ency:  The candidate is being assessed against the competency standards for We are seeking your support in the judgment of this candidates competence. !lease answer these "uestions honestly as a record of the candidates performance while working with you. Thank you for your time. Comment sr egar di ngcandi dat eper f or manceandexper i ence

I can verify te can!i!ate"s a#ility to$ (tick the correct response] •

•

•

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