SPECIFIC INSTRUCTIONS FOR DEMONSTRATION WITH ORAL

QUESTIONING:

Qualification HOUSEKEEPING
Unit of competency Provide housekeeping services to guest
Date of Assessment
Time of Assessment
1. Accept and record guest/staff housekeeping requests and service delivery
in accordance to enterprise policies and procedure*
2. Confirm and take down notes the details of requests made in accordance
with enterprise procedures
3. Make an apology when a request has arisen from a delayed delivery of
service
4. Refer request not related to housekeeping to appropriate department.

5. Obtain identified service/item through liaison with other staff in

accordance with enterprise procedures
6. Locate and deliver required items to a guest room in accordance with
enterprise procedures*
7. Set up equipment in guest room in accordance with the request of the
guest
8. Remove requested items from guest rooms in accordance with enterprise
procedures.
9. Advise guest on services and items available through housekeeping
department*
10. Advise guest on use of items delivered to guest room

11. Demonstrate the proper use of delivered item to the guest room

12. Liaise with other staff and department to provide support services

13. Report equipment malfunction to appropriate personnel in

accordance with enterprise procedures *
14. Advise management on dangerous or suspicious circumstances
in accordance with enterprise procedures*
15. Update other departments on the status of service requests
 RATING SHEETS FOR OBSERVATION

Candidate name
Assessor’s name
Assessment Center
Qualification Housekeeping NCII
Unit of competency
Instructions for the demonstration:
Observe the demonstration of the candidate on the following within two (2) hours
1. The candidate shall provide housekeeping services to guest in accordance
to enterprise policies and procedure.
2. Describe the assessment activity and the date on which it was undertaken.
3. Place a tick in the box to show that the candidate completed each aspect of
the activity to the standard expected in the workplace as a local tour guide.
4. Ask the candidate all the questions on the attached list to confirm his/her
underpinning knowledge.
5. Place a tick in the box to show that the candidate answered the questions
correctly.
6. Give feedback regarding the performance after all evidences has been
gathered.
7. Complete the feedback sections of the form.
Materials and Equipment:
 Telephone
 HK Form for borrowed items
 F.O Form

OBSERVATION  to show if
evidence is
observed
During the demonstration of skills, the candidate…. Yes No N/A
 Accepted and recorded guest/staff housekeeping requests
and service delivery in accordance to enterprise policies and
procedure*
 Confirmed and taken down notes the details of requests
made in accordance with enterprise procedures*
 Made an apology when a request has arisen from a delayed
delivery of service*
 Referred request not related to housekeeping to appropriate
department.
 Obtained identified service/item through liaison with other
staff in accordance with enterprise procedures
 Located and delivered required items to a guest room in
accordance with enterprise procedures*
 Set up equipment in guest room in accordance with the
request of the guest*
 Removed requested items from guest rooms in accordance
with enterprise procedures.
 Advised guest on services and items available through
housekeeping department*
 Advised guest on use of items delivered to guest room*
 Demonstrated the proper use of delivered item to the guest
room *
 Reported equipment malfunction to appropriate personnel in
accordance with enterprise procedures *
 Advised management on dangerous or suspicious
circumstances in accordance with enterprise procedures*
 Updated other departments on the status of service requests
The candidate’s overall performance was:

Satisfactory Not Satisfactory

QUESTIONS

Satisfactor
y response
Questions to probe the candidate’s underpinning knowledge
Yes No
Reflection / Extension Questions
1. How would you answer a guest/staff on the phone requesting for an
item?
2. What are the information that a housekeeping staff must obtain from
a guest when receiving and recording guest request?
3. How would you advise guest about the delivery of times?
4. What are the important things the guest should know after the
issuance of the requested item?
Contingency Questions
5. What would you do if the customer cannot understand the language
you use?
6. What would you do if a guest ask you about a lost item inside their
room?
Regulation Questions
7. What law covers the protection of information taken from guests
during reservation?
8. Why is privacy and confidentiality of the guest is important during
their stay?
Safety Questions
9. What steps would you follow in case of fire in the property?
10. Why is there a need to check all exits at all times?
Infrequent Events Questions
12. What will you do if you accidentally opened the guest room without
knocking?
13. What steps are you going to take if a guest is trapped in an elevator
during a power outage?
The candidate’s underpinning knowledge was:
Satisfactory  Not Satisfactory 
Feedback to candidate:

The candidate’s overall performance was:

Satisfactory  Not Satisfactory 
Candidate signature: Date:

Assessor signature: Date: