ROOM ATTENDANT Overview The purpose of this programme is to develop learners in a variety of personal, organizational and vocational skills in order to clean bedrooms and toilet- and washroom areas. Each person that will successfully achieve this programme will be enabled to prepare beds and handle linen and bed coverings in accordance, service toilet- and washroom areas, clean floors and floor coverings while understanding the importance of hygiene, cleanliness and customer satisfaction, basing performance on this knowledge. The learner will also understand the importance of maintaining guest comfort and satisfaction when making beds and how to handle and store cleaning equipment and materials, understanding the importance to themselves and the organisation of maintaining equipment in good working order. Objective On completion of the Room Attendant Skills Programme, the learner will be able to: Prepare beds and handle linen and bed coverings Explain the impact on hygiene of keeping soiled linen and bed coverings separate from clean linen. Explain the importance of not placing bed coverings that have been removed from beds, on the floor. State the measures for securing linen storerooms from unauthorised access. Explain the importance of turning mattresses over on a regular basis. Explain the importance of staff knowing how to deal with customer s property and the impact on customer satisfaction. Describe the different bed types and explain the importance of using the correct type of bed linen and coverings when preparing these beds. (Range of bed type: single, double, queen, king, cot and roll-away) Explain how to work in an efficient and organised manner. Service toilet and bathroom areas Identify and explain the purpose of cleaning materials. State organisational procedures for cleaning toilet and washroom facilities. Stress the importance of wearing protective clothing when cleaning toilets and washrooms and describe potential accidents that may occur. State maintenance procedures for reporting faulty toilet and washroom facilities. 1
Service guest bedroom areas Identify the different types of cleaning materials and equipment. State the procedures for checking environmental controls (Range: heating, cooling, ventilation and lighting) and explain how these impact on customer satisfaction and the image of the organisation. State the procedures for cleaning guest bedrooms and explain the importance of following these procedures. Stress the importance of time and temperature when pressing. Stress the importance of working in an efficient and organised manner. Clean floors and floor coverings Explain the importance of providing a safe working environment by using the appropriate hazard sign. Identify floor cleaning materials and stress the financial and safety impact if these materials are not correctly diluted. Describe dangers that might occur when operating electrical equipment near water. Explain procedures and safety measures for cleaning floors and floor coverings. Handle and store cleaning equipment and materials Describe measures for securing cleaning equipment and material storerooms from unauthorised access. State the organisational procedures for maintaining cleaning equipment and stress the importance of keeping equipment well maintained. Handle and dispose waste Explain the importance of correct handling and disposal of waste materials. State safety procedures for disposal of waste and explain the impact on hygiene standards and the organisation. Explain the importance of work schedules and working in an efficient and organised manner. Explain the recycling procedure in general and the importance of recycling waste specifically. The practical assignments and role-plays will include the following and give the learner the ability to make decisions about the practice and to act accordingly: Prepare beds and handle linen and bed coverings Remove all bed coverings from beds. (Range of bed coverings: sheets, blankets, bedspreads, pillowcases, duvet covers, waterproof sheets, duvets or pillows, mattress covers) Sort and prepare for despatch soiled and used linen and bed coverings. Store unsoiled linen and bed coverings correctly. Collect the correct type, quantity and standard of linen and bed coverings from the linen store. Ensure the equipment used to transport linen and bed coverings are clean, free from damage and ready for use. Turn mattresses and ensure bed-base, headboard and bed coverings are clean and free from 2
damage. Make bed with correct linen and bed coverings and ensure it is neat and smooth, ready for customer use. Deal correctly with customers personal property, and explain why. Demonstrate the turn down service. Interact with Customers in a polite and helpful manner. Describe decisions and reasons for action in response to an unexpected situation, (Range of unexpected situations: incorrect linen issue, theft of linen from room, torn sheet or bed covering.) Complete work in an organised manner. Service toilet and bathroom areas Inspect and ensure toilet bowls are free from debris and removable marks and the system is free flushing and draining correctly. Keep washroom facilities and surfaces dry and free from dirt, debris and removable marks. (Range of surfaces: ceramic, plastic, stainless steel, glass/mirrors) (Range of washroom facilities: basins, taps, soap dispensers, extractor fans, light fittings, vending machines, electrical dryers, dispensers, bins) Inspect and ensure plug holes and overflows are free from blockages. Use cleaning equipment and materials correctly and specific to their function. Wear correct protective clothing. Replenish and arrange toilet and washroom supplies. (Range of toilet and washroom supplies: toilet rolls, paper towels, towels, tissues, soap). Report shortages of toilet and washroom supplies to the appropriate person. Use hazard warning signs and explain the importance of doing this. Store cleaning equipment and materials after use. Empty and clean waste bins, ready for customer use. Describe decisions made and reasons for action taken in response to unexpected situations. (Range of unexpected situations: maintenance problems, insufficient materials, customer problems) Carry out all work as per work schedule in an organised and efficient manner. Service guest bedroom areas Prepare surfaces for cleaning, and describe the correct procedure for preparing surfaces for cleaning. (Range of surfaces: wood, glass/mirrors, plastic, wall and floor coverings, metal, painted surfaces, fabrics, and ceramics). Use the correct cleaning equipment and materials. Check that finished surfaces are free from dust, dirt, debris and removable marks. Replenish and place complimentary items correctly and explain the importance of doing this. (Range of complimentary items: stationery, snacks, coffee/tea-making supplies). Clean the cleaning equipment and materials where appropriate, and store correctly after use. Check and maintain environmental control systems. (Range: heating, cooling, ventilation and lighting). Ensure serviced areas are free from unpleasant odours. Arrange furniture and equipment according to organisational requirements. 3
Describe decisions made and reasons for actions taken in response to an unexpected situation. (Range of unexpected situations: missing or damaged property, extra guests in room). Carry out all work as per work schedule in an organised and efficient manner. Clean floors and floor coverings Prepare the floor correctly before cleaning. Set up hazard sign in appropriate position. Use cleaning equipment and materials correctly. (Range of equipment: manual equipment, electrical equipment; Range of materials: hard surface cleaner, chemical disinfectant, neutral detergent). Inspect and ensure finished floors and floor coverings are dry and free from dust/dirt/debris and removable marks. Clean cleaning equipment and materials and store correctly after use. Describe decisions made and reasons for action taken in response to unexpected situations. (Range: customer slips on wet floor; faulty/broken equipment). Carry out work as per schedule in an organised and efficient manner. Handle and store cleaning equipment and materials Store equipment and materials correctly. (Range of items: manual equipment, electrical equipment, chemical disinfectant, neutral detergents). Check equipment is clean and in good working order. (Range of items: manual equipment, electrical equipment). Keep storerooms clean, tidy and free from rubbish. Clean and store the following items correctly on a daily basis: vacuum cleaner, mops/brooms, cleaning agents, etc. Dealing with unexpected situations and taking the correct action to rectify problems. (Range of situations: shock from mechanical equipment, insufficient mops/vacuum cleaners and insufficient cleaning cloths/detergents). Carry out all work as per schedule and in an organised manner. Identifying pests and the correct procedures to follow in order to eliminate them. Make recommendations on how to improve the way in which your storeroom is currently packed, taking into account that chemical disinfectants, neutral detergents, manual and electrical equipment is stored in your department. Handle and dispose of waste Correct handling and disposal of waste material Safety procedures for disposal of waste and the impact on hygiene and the organisation of not following these procedures. The recycling procedure in general and the importance of recycling waste. Collect, sort and prepare waste for despatch. (Range of waste: soiled nappies/sanitary dressings; glass; needles; razors; paper; cigarettes; matches and ash; food waste; pressurised containers; chemicals). Clean waste bins hygienically and the importance of doing this correctly. (Range of 4
situations: external collection; incineration/compression; recycling). This skills programme is suitable for Housekeeping staff that are responsible for the preparing of beds and handle linen and bed coverings in accordance, service toilet- and washroom areas, clean floors and floor coverings and store cleaning equipment and materials. Candidates are either non-employed or currently employed within a hospitality establishment. Non-employed candidates have the interest and acumen to work in the Housekeeping Department of a hotel, lodge or smaller accommodation services like guest houses. Employed candidates have the interest to further their skills and knowledge of Accommodation services operations. Exposure to a work environment is required where the learner is able to work in the housekeeping/ rooms division department of a Hotel, Guest house or Lodge. UNIT CODE UNIT STANDARDS CREDITS 7793 Describe layout, services and facilities of the organisation 1 7796 Maintain a secure working environment 1 7799 Maintain a safe working environment 2 7800 Maintain health, hygiene and a professional appearance 1 7602 Prepare beds and handle linen and bed coverings 2 7603 Service toilet and bathroom areas 2 7605 Service guest bedroom areas 1 7606 Clean floors and floor coverings 1 7608 Handle and store cleaning equipment and materials 1 7612 Handle and dispose of waste 1 ADDITIONAL UNIT STANDARD 7789 Provide Customer Service 8 Workshop Format 15 - day classroom based NQF Level 2, Total Credits 21 SAQA CODE: HSP/RmAttd/2/0012, Room Attendant Outcomes based training methodologies using experiential learning exercises, role plays, individual exercises. Learners Possible learners. Housekeeping staff in hotels, guest houses or lodges. Entry requirements None Number of learners: maximum 15 minimum 10. 5