Unit of competency Outline

Date retreived
23/07/2026 12:23 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Provide housekeeping services to guests

Provide housekeeping services to guests

Unit of competency
National Code
SITHACS201
State Code
WF584
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
18/01/2013
View on TGA
State Implementation and Classification
Approved Date
31/05/2013
Field of Education
110199 - Food And Hospitality, N.e.c.
Original Release Date
31/05/2013
Nominal Hours
10
Description
This unit describes the performance outcomes, skills and knowledge required to provide a range of general housekeeping services to guests.
Notes
Elements and Performance Criteria
1. Respond to housekeeping requests.
  • 1.1 Handle guest requests in a polite and friendly manner according to organisational customer service standards and security procedures.
  • 1.2 Acknowledge guests by use of name wherever possible.
  • 1.3 Confirm and note details of requests made.
  • 1.4 Make appropriate apologies where a request has arisen from breakdown in room servicing.
  • 1.5 Agree with guests on timelines for meeting requests.
  • 1.6 Locate, deliver and pick up items within agreed timeframes.
  • 1.7 Set up equipment for guests when appropriate.
  • 1.8 Proactively offer information and advice about special services and benefits to guests or clients to ensure maximum take-up of services and profitability of guest’s stay.
2. Advise guests on room and housekeeping equipment.
  • 2.1 Advise guests courteously on correct use of equipment.
  • 2.2 Report equipment malfunctions promptly, and where possible, make alternative arrangements to meet guest needs.
  • 2.3. Where appropriate, agree on suitable time to collect equipment.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Guest requests may relate to:
additional items:
pillows and blankets
room supplies
hair dryers
irons
roll away beds
information and advice:
services and products
how equipment works
lost property enquiries
special needs:
items for in-room celebrations
rectification cleaning
repairs and maintenance
technology.
Equipment may include:
alarm clocks
computers
electric kettles and jugs
hair dryers
telephones
televisions and videos.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
offer courteous and friendly service to guests
demonstrate knowledge of housekeeping procedures, services and equipment.
Context of and specific resources for assessment
Assessment must ensure use of:
an operational accommodation environment with the fixtures, large and small
equipment and workplace documentation defined in the Assessment Guidelines; this
can be a:
real industry workplace
simulated industry environment such as a training hotel
other people with whom the individual can interact.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation of the individual handling housekeeping requests
use of roleplays to demonstrate appropriate interpersonal skills in response to
requests
oral or written questioning to assess knowledge of typical housekeeping services
and procedures
review of portfolios of evidence and thirdparty workplace reports of onthejob
performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
SITHACS202 Prepare rooms for guests
SITXCCS101 Provide information and assistance
SITXCCS202 Interact with customers.
Replaces
State Code National Code Title Type
WB930 SITHACS004B Provide housekeeping services to guests Unit of competency
Replaced By
State Code National Code Title Type
AWS31 SITHACS002 Provide housekeeping services to guests Unit of competency