CERTIFCATE COURSE IN BASIC HOUSEKEEPING SKILLS CURRICULUM/SYLLABUS

Transcription

1 CERTIFCATE COURSE IN BASIC HOUSEKEEPING SKILLS CURRICULUM/SYLLABUS This program is aimed at training candidates for the job of a Housekeeping Attendant-Manual Cleaning, in the Tourism and Hospitality Sector/Industry and aims at building the following key competencies amongst the learner 1. To demonstrate how to prepare for performing housekeeping operations manually in any facility/property. 2. To clean floors, toilets & bathrooms manually and replenish supplies 3. To clean furniture, fittings and other vertical surfaces manually 4. To demonstrate how to maintain any area assigned, neat and tidy 5. To efficiently collect various types of wastes and dispose them properly 6. To demonstrate how to clean pantry and canteen area 7. To report, record and prepare documentation required for the smooth function of the role 8. To give a positive impression of oneself and the organization 9. To work effectively with others 10. To maintain safe, hygienic and secure environment This course encompasses 10 out of 10 National Occupational Standards (NOS) of Housekeeping Attendant- Manual Cleaning Qualification Pack issued by Tourism and Hospitality Skill Council. S. No Topic/Module Duration (in Hours) Key Learning Outcomes Corresponding NOS Code 1. Introduction to Housekeeping 2. Prepare for performing housekeeping operations manually Introduction to the Sector and subsectors Introduction to the trade Importance and role of a Housekeeping Attendant Identify the types of surfaces to be cleaned How to inspect a work area to decide what cleaning it needs and the best way of carrying this out Assess and obtain requirement for housekeeping equipment and consumables Identify and use requirement of Personal Protective Equipment to be used Choose the appropriate equipment and materials for a given task Follow the instructions and procedures for entering and leaving the workplace Plan the sequence for cleaning the area Identify and follow specific requirements for housekeeping activities in different parts of the work area assigned THC / N 0209 Page 1

2 3. Clean floors, toilets & bathrooms manually and replenish supplies Follow the manufacturer's instructions for using any tools, equipment, consumables and cleaning agents Carry cleaning items, and cleaning supplies as per procedure Disinfect equipment and supplies appropriately Ensure High levels of personal hygiene throughout the cleaning process Uses sign boards for caution and work in progress in the concerned area Complete checklists and records for preparation for housekeeping duties Choose the right equipment and cleaning agents that are right for the floor Choose the right method of removing the dust and debris that is right for the floor Clear any large items of debris by hand, safely Correctly mix and apply the cleaning solution efficiently and safely Carry out the cleaning as per the right standards and procedure Remove the ground-in soil/dirt without damaging the surface and leave the floor and the surrounding area dry and free of smears Put the dust and debris into the correct container for disposal Choose the right method of clearing up the spillage Remove the spillage safely and leave the floor surface clean and dry Report and document any stains that cannot be removed to the supervisor Follow any special procedures for entering the toilets and washrooms Check that toilets are free flushing and draining Clean the appliances, surfaces, fixtures and fittings Clean the surrounding floors, walls, mirrors and other surfaces THC / N 0211 Page 2

3 Empty and clean bins and make them ready for use Make sure that plug holes, waste outlets and over flows are free from blockages Report any faults and problems to the appropriate person Ensure supplies and accessories are clean and free from damage Replenish, replace and refill supplies as per organization procedure Follow the manufacturers instructions correctly when refilling or replacing items Ensure the area has the right amount of consumables when work is finished Report any stock shortages to the appropriate member of staff Remove or replace personal protective equipment following workplace Complete and ensure checklists and records for housekeeping duties are maintained 4. Clean furniture, fittings and other vertical surfaces manually Remove loose dust and debris Use the suitable treatment based on the upholstery/surface Identify whether the material is colourfast and shrink-resistant for furnishings Identify and report damaged or deteriorating surfaces and/or those which may require restorative work Apply the treatment safely, according to the manufacturer's instructions Examine the treated area and apply more treatment if it will help to remove the stain safely Ensure that furnished areas are free from unpleasant smells Clean the area at regular intervals with appropriate dusters Use appropriate dusters and chemicals for cleaning workstation, desktops, printer, telephones etc. Ensure that papers and documents are kept in order on the workstation Ensure sound-proof cleaning THC / N 0213 Page 3

4 Avoid cleaning at peak working hours Choose a cleaning agent and equipment appropriate for the marks, surface and type of dirt on the furniture /glass Scrape off anything that is stuck on to the furniture and fittings/glass Mix and apply the cleaning agent/solution smoothly and evenly Apply cleaning agents to fixtures and lights and ensure they are clean and workable Check that heating, lighting and ventilation systems are set correctly after cleaning Rub off the dirt thoroughly from the glass surface and remove it without damaging the surface Leave the surface clear of the marks that can be reached and spot cleaned Leave the surfaces dry and free of smears and dirt, when work is finished 5. Maintain area neat and tidy Empty waste containers and dispose of waste correctly Arrange furniture neatly Keep displays neat, tidy and up-to-date Spot and report any faults in the area to the appropriate member of staff Regularly and discreetly check that the areas are clean, tidy and free from obstructions in line with safety and security policies Identify and report anything that needs special maintenance Report any items which are found lying unclaimed THC / N 0216 Choose the right cleaning equipment and materials for the area being cleaned When necessary, put up hazard warning signs When necessary, wear protective clothing Clean off dust, dirt, debris and removable marks from the surfaces being cleaned Store the cleaning equipment correctly and safely after use Page 4

5 6. Collect and dispose waste properly 7. Clean pantry and canteen area Conduct assigned cleaning duties following workplace procedures and ensure the area is neat and tidy Follow the correct procedures to deal with any lost property or unattended items Check work areas to ensure required workplace standards are met Wear appropriate protective clothing as required for the waste involved Remove waste from the areas cleaning safely and according to regulations, instructions and good practice Collect waste according to instruction without causing any spillage or clutter Sort out and segregate waste according to type, making sure it is handled safely Reduce the volume of waste by breaking down, compressing or shredding as required Pack waste and store in appropriate waste containers/ assigned bins and clean if dirty Change waste bags regularly and promptly when full and to avoid foul smell Keep waste areas and its contents clean, tidy and sanitized at all times Ensure that sites of cleaning operations are clear of waste that is not to be left at the site Ensure that waste containers are taken safely to the allocated collection point and made secure where necessary Complete records to maintain a waste audit trail in line with the unit procedures Identify and report problems associated with the collection and storage of waste according to company procedures Follow the legal and regulatory requirements, health and safety, hygiene and environmental standards and instructions Fill up checklists for assigned work areas to record status of work as per procedure and timelines prescribed THC / N 0217 THC / N 0218 Page 5

6 8. Report, record and prepare documentation 9. Give a positive impression of oneself and the organization Fill up checklists for equipment and machines provided for serviceability and maintenance Fill up register or requisition for requirement of housekeeping supplies Fill up register to record attendance as per duty roster Fill up description of work carried out during the shift Record unfinished tasks in the log book Record deviations from the SOP, if any, in the log book Report any lost and found belongings Report any incidents and accidents which need to be brought to the notice of superiors Ensure that the report draws valid conclusions from the presented data and adopt the most suitable method of presentation Record unresolved issues and other escalations in the log book Record jobs related problems to supervisor for support Monitor the problem and keep the supervisor informed about progress or any delays in resolving the problem Refer the problem to a competent internal specialist if it cannot be resolved Prepare regular reports and documents as required by organization s procedures Prepare special reports as required from time to time Ensure that the report includes all necessary information and is accurate, clear and concise Ensure the presentation of results conforms to relevant procedures carried out Present the report to the relevant people within agreed timescales, using appropriate templates and formats Meet organisation's standards of appearance and behaviour THC / N 0207 THC / N 0901 Page 6

7 Greet customers respectfully and in a friendly manner Communicate with customers in a way that makes them feel valued and respected Treat customers courteously and helpfully at all times Keep customers informed and reassured Adapt behaviour to respond effectively to different customer behaviour Respond promptly to a customer seeking help Choose the most appropriate way to communicate with customers Check with customers that their expectations have been fully understood Respond promptly and positively to customers' queries and comments Allow customers time to consider the response and give further explanation when appropriate Quickly find information that will help the customer Give customer information they need about the services or products offered by the organization Recognize information that customers might find complicated and check whether they fully understand Explain clearly to the customers any reasons why their needs or expectations cannot be met Refer the problem to a competent person/supervisor as per protocol if it cannot be resolved by the helpdesk Obtain help or advice from supervisor/authorized person as per protocol if the problem is outside his/her area of competence or experience Monitor the problem and keep the customer informed about progress or any delays in resolving the problem Comply with relevant legislation, standards, policies and procedures Page 7

8 10. Work effectively with others Communicate with other people clearly and effectively Integrate one s work with other people s work effectively THC / N 0902 Receive information and instructions accurately Pass on accurate information to authorized persons on timely basis Consult with and assist others to maximize effectiveness and efficiency in carrying out tasks Work in a way that shows respect for other people Carry out any commitments made to other people Identify any problems with team members and other people and take the initiative to solve these problems Follow the organisation s policies and procedure Display helpful behaviour by assisting others in performing tasks in a positive manner Display active listening skills while interacting with others at work Use appropriate tone, pitch and language to convey politeness, assertiveness, care and professionalism Demonstrate responsible and disciplined behaviours at the workplace 11. Maintain safe, hygienic and secure environment Escalate grievances and problems to appropriate authority as per procedure to resolve them and avoid conflict Maintain personal health and hygiene Wear clean, smart and appropriate clothing, footwear and headgear Keep hair neat and tidy and wear it in line with the organization s standards Make sure any jewellery, perfume and cosmetics are in line with the organization s standards Follow health and hygiene procedures in all the work at all times THC / N 0903 Page 8

9 Keep a look out for hazards in the workplace Identify any hazards or potential hazards and deal with these correctly Report any accidents or near accidents quickly and accurately to the proper person Follow safety procedures at the workplace Practice emergency procedures correctly Follow the organization s security procedure Use protective clothing/equipment for specific tasks & work conditions Identify job-site hazardous work and state possible causes of risk or accident in the workplace Carry out safe working practices while dealing with hazards Inspect for faults, set up and safely use steps and ladders in general use Lift heavy objects safely using correct procedures Apply good housekeeping practices at all times Identify common hazard signs displayed in various areas Retrieve and/or point out documents that refer to safety at workplace Use appropriate fire extinguishers on different types of fires correctly Demonstrate rescue techniques applied during fire hazard Demonstrate good housekeeping in order to prevent fire hazards Demonstrate the correct use of a fire extinguisher Demonstrate how to free a person from electrocution, as per laid down procedure Administer appropriate first aid to victims wherever required Demonstrate basic techniques of bandaging Page 9

10 Respond promptly and appropriately to an accident situation or medical emergency in real or simulated environments Perform and organize loss minimization or rescue activity during an accident in real or simulated environments Administer first aid to victims in case of a heart attack or cardiac arrest due to electric shock, before the arrival of emergency services in real or simulated cases Demonstrate the artificial respiration and the CPR Process Participate in emergency procedures Complete a written accident/incident report or dictate a report to another person, and send report to person responsible Demonstrate correct method to move injured people and others during an emergency Total Programme Duration: Hours (This syllabus/ curriculum has been approved by Tourism and Hospitality Skill Council). NOTE: 1. Each NOS as per the above NOS code includes Performance Criteria, Knowledge and Skills pertaining to a job role the course content must cover all these three aspects as sub topics under every NOS (Chapter/Main Topics/ Modules etc. 2. The Infrastructure and equipment list to run this program is as per the annexure attached. Page 10

11 ANNEXURE: Infrastructure and Equipment list S. No. Standards for infrastructure facility which needs to be complied Category Minimum Requirements Multiples A. Infrastructure Aspects Per Skill Center A1. Class Room i) No. of Class Rooms 2 class rooms Per Training Center ii) Class Room Size 300 sq ft Per class room iii) Seating Arrangement 25 study chairs for students and one table and chair for trainer Per Batch iv) Walls, floor and ceiling status White washed & non-leaky Per class room A2. Skill Lab i) No. of Skill Labs 1 Lab Per Job Role/ QP ii) Skill Lab Size a. Housekeeping Lab 300 Sq. Ft. iii) Display and Storing Should be Displayed with proper Arrangement of Equipment labeling Per Job Role/ QP iv) Walls, floor and ceiling status White washed & non-leaky Per Skill Lab A3. Library i) No. of technical Books 25 technical books Per Job Role/ QP ii) No. of Non-technical Books 50 non-technical books iii) No. of journals and Dailies 40 in total v) Seating Arrangement 20 chairs and table vi) Display and Storing Should be Displayed with proper Arrangement of Books labeling A4. Water & Sanitation Facility i) Water Supply Legal water supply ii) Drinking Water Facility 1 Water Cooler with water purifier iii) Separate Toilets for Boys & Girls Separate Arrangement A5. Fire Safety i) Fire Extinguisher 02 per skill lab Multi-purpose ii) Disaster Management Plan and mock drill Fire Safety certificate A6. Common room/pantry Preferably 1 A7. Ventilation i) Lighting and Ventilation Well-ventilated ii) Air conditioning Preferable A8. Electricity Supply Structure Legal electricity supply Page 11

12 A9. Power Back up standby UPS or Generator A10. Bus/Transport Facility i) Connectivity to Public Transport Preferable ii) Own Transport Facility Preferable B. Documents Per Skill Center B1. Legally constructed Building Plan B2. Permission To be used as educational institution B3. If Rented Rent/Lease Deed (3+3 Years) B4. If Owned Registration Papers for land and building showing legal possession of society/trust B5. If on contractual basis MoU with concerned organization B6. B7. If Skill Labs are out of premise Agreements of On Job Training C. Training Aids Per Skill Center C1. Black-board/ White-board/ Smart Board MoU or Contract with concerned organization MoU with Concerned Organization 01 board C2. Chalk/Marker Sufficient C3. Duster 01 C4. Computer/Laptop facility with Internet min. speed of 01 Mbps 05 C5. Projector facility 01 C6. Speaker facility 01 C7. Charts/Posters Properly Displayed C9. Printer/ Photocopy/ Scanner Facility Per Job Role Per Job Role Per class room & Skill lab Per Skill Center Per class room & Skill lab 1 Per Skill Center Page 12

13 2. Equipment For Housekeeping Housekeeping Lab S.No Items Nos. Heavy Cleaning Equipment Vacuum Cleaner (wet & Dries pickup indl. Model) 1 Telescope poles for glass cleaning system 1 Wringer trolley Janitorial trolley 2 Mechanical sweepers 1 Cleaning Equipment Different brooms- Hard and soft 5 Carpet brush 2 T-scrubber 2 WC brush 2 Upholstery brush 2 Ceiling broom 2 Washbasin brush 2 Mops With detachable/fixed heads 2 Squeegees 2 Box sweeper 2 Buckets 25 Ltr. Capacity 2 Mugs 2 Bowls 2 Dust bins 2 Chamber maid s box 1 Maid s trolley 1 Mop wringer trolley 2 Cleaning trolley 2 Yellow Coloured Caution Floor signs 2 Display sample section / Models / Material Boards 1 Floorings different types and finishes 1 ft x 1 ft (Various types of stones: kota, dholpuri,marble, granite) (Tiles: vitrified, ceramic, anti-slippery,texturized, ) (Cement based surfaces: terrazzo, mosaic, granolithic) (Wood: block, strip, mosaic) (Linoleum, cork, rubber) Page 13