contentspmkvyofficial.org/app_documents/qps/qp housekeeping supervisor.… · motivating...

Contents

1. Introduction and Contacts..…1

2. Qualifications Pack……….……...2

3. OS Units……………………..…….….2

4. Glossary of Key Terms …………3

5. Annexure: Nomenclature for QP & OS.

technologyconsul t ing

What areOccupationalStandards(OS)?

OS describe whatindividuals needto do, know andunderstand inorder to carry outa particular jobrole or function

OS areperformancestandards thatindividuals mustachieve whencarrying outfunctions in theworkplace,together withspecifications ofthe underpinningknowledge andunderstanding

Contact Us:Tourism and HospitalitySkill Council405/6, 4th Floor DLFCity Court,Near SikanderpurMetro Station,Gurgaon - 122002

E-mail:[email protected]

Qualification Pack: Housekeeping Supervisor

SECTOR: INFMATION TECHNOLOGY- INFORMATION TECHNOLOGY ENABLED SERVICES

(IT-ITES)ces Helpdesk Attendant

SECTOR: TOURISM AND HOSPITALITY

SUB-SECTOR:1. Hotels 4. Facility Management2. Travel and Tours 5. Cruise Liners3. Restaurants

OCCUPATION: HousekeepingREFERENCE ID: THC/Q 0201

ALIGNED TO: NCO-2004 / NIL

Housekeeping Supervisor: Directly supervises and coordinates work activities ofcleaning staff under his/ her jurisdiction, ensures completion of assignedhousekeeping tasks and monitors cleanliness and tidiness at the workplace.

Brief Job Description: The role entails monitoring, guiding, directing andmotivating subordinates for completion of housekeeping tasks; supervision andreview of the service involving planning of equipment & supplies, preparing staffroster, briefing staff, training & developing staff & collecting customer feedback.

Personal Attributes: The individual needs to bear high integrity, a good moralcharacter, pleasing deportment, healthy habits and good grooming in additionto being physically fit and committed. Proficient in resolving conflicts,negotiating, organizing, planning & prioritizing work, making decisions & solvingproblems; performing general physical activities and evaluating information todetermine compliance with standards.

EYE ON ITCurrent IndustryTrends

Suscipit, vicis praesent erat

feugait epulae, validus indoles

duis enim consequat genitus at.

Sed, conventio, aliquip

accumsan adipiscing augue

blandit minim abbas oppeto

commov.

Enim neo velit adsum odio,

multo, in commoveo quibus

premo tamen erat huic. Occuro

uxor dolore, ut at praemitto opto

si sudo, opes feugiat iriure

validus. Sino lenis vulputate,

valetudo ille abbas cogo saluto

quod, esse illum, letatio lorem

conventio. Letalis nibh iustum

transverbero bene, erat vulpu

tate enim esse si sudo erat.

SOFTWAREMonthly Picks

Volutpat mos at

neque

nulla lobortis

dignissim

conventio, torqueo, acsi roto

modo. Feugait in obruo quae

ingenium tristique elit vel natu

meus. Molior torqueo capio velit

loquor aptent ut erat feugiat

pneum commodo.





si sudo, opes feugiat.

Aptent nulla aliquip camur ut

consequat aptent nisl in voco

consequat. Adipsdiscing magna

jumentum velit iriure obruo. damnum

pneum. Aptent nulla aliquip camur ut

consequat lorem aptent nisl magna

jumentum velitan en iriure. Loquor,

vulputate meus indoles iaceo, ne

secundum, dolus demoveo

interddfico proprius. In consequat os

quadfse nudflla magna. Aptent nulla

aliquip camur utan sdl as consequat

aptent nisl in vocoloc consequat ispo

facto delore ergo maska forgeuit

masca pala ergo sacrum lamap

allacum dergo ipso aliquip mia sermi

proprius. quae nulla magna. Delenit abdo esse quia,

te huic. Ratis neque ymo, venio illum

pala damnum. Aptent nulla aliquip camur ut

consequat aptent. Adipiscing magna jumentum

velit iriure obruo vel.Volutpat mos at neque nulla

lobortis dignissim conventio, torqueo, acsi roto

modo. Feugait in obruo quae ingenium tristique

elit vel natu meus. Molior torqueo capio velit loquor

aptent ut erat feugiat pneum commodo vel obruo

mara duis enim consequat genitus. Enim neo velit

adsum odio, multo lorem ipso mata irlosa.

Introduction

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR TOURISM ANDHOSPITALITY INDUSTRY

Font: Callibri(Body),Font size 16

Qualifications Pack For Housekeeping Supervisor

2

Qualifications Pack Code THC/Q 0201

Job RoleHousekeeping Supervisor

Credits(NSQF) Version number 1.0Sector Tourism and Hospitality Drafted on 04/07/14

Sub-sector

1. Hotels2. Travel and Tours3. Restaurants4. Facility Management5. Cruise Liners

Last reviewed on

Occupation Housekeeping Next review date 31/10/15

Job Role Housekeeping Supervisor

Role DescriptionDirectly supervises and coordinates work activities of cleaning staff,ensures completion of assigned housekeeping tasks and monitorscleanliness and tidiness at the workplace.

NSQF levelMinimum Educational Qualifications*Maximum Educational Qualifications*

5

Minimum 10th Pass

TrainingSuggested but not mandatory

ExperienceAt least 3 years experience in housekeeping operations

Applicable National OccupationalStandards (NOS)

Compulsory:

1. THC/N 0204: Plan & prepare for housekeeping services

2. THC/N 0205: Supervise and monitor work

3. THC/N 0206: Support individual team performance

4. THC/N 0207: Report, record and prepare documentation

5. THC/N 0901: Give a positive impression of oneself and theorganization

6. THC/N 0902: Work effectively with others

7. THC/N 0903: Maintain safe, hygienic and secure environment

Optional:

1. NA

Performance CriteriaAs described in the relevant OS units

Assessment Critera Assessment Criteria for each NOS

Job

Det

ails


3

Keywords /Terms Description

Core Skills/Generic

Skills

Core Skills or Generic Skills are a group of skills that are key to learningand working in today's world. These skills are typically needed in anywork environment. In the context of the NOS, these includecommunication related skills that are applicable to most job roles.

Function

Function is an activity necessary for achieving the key purpose of thesector, occupation, or area of work, which can be carried out by a personor a group of persons. Functions are identified through functionalanalysis and form the basis of NOS.

Job roleJob role defines a unique set of functions that together form a uniqueemployment opportunity in an organization.

Knowledge and

Understanding

Knowledge and Understanding are statements which together specify thetechnical, generic, professional and organizational specific knowledgethat an individual needs in order to perform to the required standard.

National Occupational

Standards (NOS)

NOS are Occupational Standards which apply uniquely in the Indiancontext

OccupationOccupation is a set of job roles, which perform similar/related set offunctions in an industry.

Organizational ContextOrganizational Context includes the way the organization is structuredand how it operates, including the extent of operative knowledgemanagers have of their relevant areas of responsibility.

Performance CriteriaPerformance Criteria are statements that together specify the standardof performance required when carrying out a task.

Qualifications Pack(QP)Qualifications Pack comprises the set of NOS, together with theeducational, training and other criteria required to perform a job role. AQualifications Pack is assigned a unique qualification pack code.

Qualifications Pack

Code

Qualifications Pack Code is a unique reference code that identifies aqualifications pack.

ScopeScope is the set of statements specifying the range of variables that anindividual may have to deal with in carrying out the function which havea critical impact on the quality of performance required.

SectorSector is a conglomeration of different business operations having similarbusinesses and interests. It may also be defined as a distinct subset of theeconomy whose components share similar characteristics and interests.


4

Keywords /Terms Description

Sub-SectorSub-sector is derived from a further breakdown based on thecharacteristics and interests of its components.

Sub-functionsSub-functions are sub-activities essential to fulfill the achieving theobjectives of the function.

Technical KnowledgeTechnical Knowledge is the specific knowledge needed to accomplishspecific designated responsibilities.

Unit CodeUnit Code is a unique identifier for a NOS unit, which can be denotedwith an ‘N’

Unit TitleUnit Title gives a clear overall statement about what the incumbentshould be able to do.

VerticalVertical may exist within a sub-sector representing different domainareas or the client industries served by the industry.

NSQF National Skills Qualifications Framework

QP Qualification Pack

OS Occupational Standards

OH&S Occupational Health and Safety

PPE Personal Protective Equipment

HR Human Resource

Acr

onym

sD

efin

itio

ns

THC/ N 0204 : Plan and prepare for housekeeping service in assigned area

1 | P a g e

NOSNational Occupational Standards

---------------------------------------------------------------------------------------------------------------------------------------

Overview

This unit covers planning and preparation of housekeeping service in area of responsibilityinvolving identification of requirement, planning and prioritizing of work, obtain andprepare equipment and supplies, and rostering and managing staff workload.

National OccupationalStandard


2 | P a g e


Unit Code THC / N 0204

Unit Title(Task)

Plan and prepare for housekeeping service in assigned area

Description This unit covers planning and preparation of housekeeping service in area ofresponsibility involving identification of requirement, planning and prioritizingof work, obtain and prepare equipment and supplies, and rostering andmanaging staff workload.It also involves allocation of work amongst the staff and preparation and distributionof equipment and supplies to the housekeeping staff under one’s jurisdiction inhotels, offices, commercial complex, high-rise building, factory, mall, school/ academicinstitution, hospitals and other establishments, for the assigned housekeeping duties.

Scope This unit/task covers the following:

Activities covered: identify and prepare for the housekeeping requirements for different areas to be

cleaned roster and monitor staffing levels and workload obtain, store, maintain and distribute equipment, tools and consumables

required for the job maintain and upkeep of supplies and equipments

Factors that impact on individual work performance include: general standard of work completing assigned tasks according to workplace timeframes preparing work plans following work schedules job planning following administrative procedures workplace policies and procedures relevant to personnel, employment, staff

development, rostering and creating and maintaining staff records

Performance Criteria(PC) w.r.t. the Scope

Element Performance Criteria

Identify and preparefor the housekeepingrequirements fordifferent areas to becleaned

PC1. identify workplace procedures for housekeeping for the allocated area

Range of buildings covered are:

high rise buildings factory hotel/restaurant mall commercial complex school/academic institution hospital

PC2. ensure that the data and information received is complete and correct

Nat

iona

l Occ

upat

iona

l Sta

ndar

d


3 | P a g e


Information/documents may include: duty roster material indent sheet material safety data sheets manufacturers’ instructions concerning the use and servicing of

equipment and consumables supplier and/or client instructions

PC3. ensure specific requirements for housekeeping activities in different parts ofthe work area are identified and understood

PC4. prepare work-plan and estimate of resources required including personnel,equipment and consumables e.g. cleaning agents in accordance with workarea requirements

PC5. identify correct personal protective equipment (PPE)Personal protective equipment may include: gloves safety headwear and footwear safety glasses two-way radios high visibility clothing

PC6. ensure availability of staff as per standard operating procedurePC7. ensure staff have the skills, knowledge and resources for the task assignedPC8. ensure staff are aware of the standard of behaviour acceptable to the

organization

Roster and monitorstaffing levels andworkload

PC9. roster staff according to workplace needs, anticipated peaks and relevantlegislationPotential rostering and staffing issues include: staff shortages unplanned leave and staff absenteeism skill levels of workforce

PC10. allocate staff and brief them on duties, relevant procedures and anyvariations relating to their work routines

PC11. monitor staff workload and assist staff to prioritize workloads according towork requirements

PC12. take corrective action according to staff availability and workplace policiesand proceduresRange of strategies for addressing staff availability includes: revising work schedules reallocating tasks calling in additional staff reporting staffing issues to appropriate personnel

PC13. maintain staffing levels and rosters according to budget requirementsPC14. provide feedback on rostering and staffing issues to appropriate personnel as

required


4 | P a g e


Obtain, store,maintain anddistributeequipment, tools andconsumablesrequired for the job

PC15. identify various cleaning chemicals, tools, equipment and machinery requiredfor the housekeeping activitiesMaterials, tools and equipments used: PPE cleaning agents for different surfaces water mug funnel bowl cleaner disinfectant rubber spatula floor mop bowl swab plastic caddie spray bottle ladders cobweb cleaner glass cleaner single-disc machine+ brushes/pads for maintenance and deep-cleaning

application dry vacuum cleaner (commercial) wet vacuum cleaner (commercial) walk-behind scrubber-drier floor polisher steam cleaner dust pan and brush water hoses bucket wringer-trolley lint free cleaning clothes squeegees scrubbing brush/cloth dry window cloth sponge degreaser small brush scraper toiletries to be replenished like toilet paper, tissues etc. linen and bedding

PC16. prepare material indent sheet as per requirement of the area to be cleanedand pre-determined quantity levels

PC17. collect the material required from housekeeping store or the site supervisoras per the material indent sheet


5 | P a g e


PC18. ensure quality of cleaning supplies, consumables to be replenished andfunctionality of tools and equipment as per workplace procedures

PC19. distribute cleaning supplies, consumables to be replenished and tools andequipment required for the job to the cleaning staff under supervision

PC20. ensure appropriate clean linen is transported to user locations usingappropriate equipment and safe handling techniques

PC21. store and secure the excess or reserve material and equipment as perworkplace procedures

Maintenance andupkeep of suppliesand equipments

PC22. maintain and store housekeeping equipment and suppliesPC23. ensure upkeep and maintenance of tools, equipment, or machinery provided

for housekeeping dutiesPC24. ensure rotation of linen and other consumable stock and return of old stock

for reprocessingPC25. ensure all machines and equipments are kept at safe place after use

Knowledge and Understanding (K)

A. OrganizationalContext(Knowledge of thecompany /organization andits processes)

The user/individual on the job needs to know and understand:KA1. legislation, standards, policies, and procedures followed in the company

relevant to own employment and performance conditionsKA2. own job role and responsibilities and sources for information pertaining to

employment terms, entitlements, job role and responsibilitiesKA3. reporting structure, inter-dependent functions, lines and procedures in the

work areaKA4. relevant people and their responsibilities within the work areaKA5. escalation matrix and procedures for reporting work and employment related

issuesKA6. documentation and related procedures applicable in the context of

employment and workKA7. importance and purpose of documentation in context of employment and

workB. Technical

KnowledgeThe user/individual on the job needs to know and understand:

KB1. relevant OH&S procedures and guidelines concerning housekeepingoperations

KB2. servicing procedures and policies for the carrying out housekeeping tasks inthe workplace

KB3. roles and responsibilities of different people in your organization anddepartment for procedures in relation to the housekeeping service

KB4. how legislations affects housekeeping procedures and staffingKB5. how the housekeeping service integrates with other departments and the

problems that may arise if the housekeeping service and other departmentsdo not work together

KB6. how to allocate work to staff and monitor responsibilities to ensure standardsare maintained

KB7. how to choose appropriate methods to brief your staff, for example verbalinstructions, written instructions, demonstrations or diagrams

KB8. how to monitor the allocation and use of resourcesKB9. the different cleaning agents, materials and tools used in the housekeeping

service and how to prepare and store them


6 | P a g e


KB10. standard operating procedure for upkeep and maintenance of equipmentsand consumables

KB11. why a constant stock of housekeeping supplies should be maintainedKB12. what the minimum and maximum stock levels areKB13. why it is important to maintain accurate and complete records of items

received, stored and issuedKB14. why correct stock rotation procedures are importantKB15. standard operating procedure for obtaining, storing and changing the linenKB16. standards of personal presentation, customer care and behaviour for staffKB17. the limits of one’s authority when dealing with problemsKB18. how to alter work allocation in response to feedback

Skills (S) [Optional]

A. Core Skills/Generic Skills

Reading & Writing Skills

The user/ individual on the job needs to know and understand how to:SA1. read and interpret instructions, procedures, information and signs relevant to

housekeeping activities in the workplaceSA2. interpret and follow operational instructions and prioritize workSA3. read and interpret information correctly from various job specification

documents, manuals, health and safety instructions etc. applicable to the jobin English and/or local language

Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to:SA4. communicate effectively with others when briefing about housekeeping tasksSA5. discuss task lists, schedules, and work-loads with the teamSA6. check and clarify task-related information with concerned personnel

B. Professional Skills Learning

The user/individual on the job needs to know and understand how to:SB1. participate in on-the-job and other learning, training and development

interventions and assessmentSB2. seek to improve and modify work practices

Problem Solving

The user/individual on the job needs to know and understand how to:SB3. think through the problem, evaluate the possible solution(s) and suggest an

optimum /best possible solution(s)SB4. identify immediate or temporary solutions to resolve delays

Plan and Organize

The user/individual on the job needs to know and understand how to:SB5. plan, prioritize and sequence work operations as per job requirementsSB6. organize and analyze information relevant to work

Decision Making

The user/individual on the job needs to know and understand how to:


7 | P a g e


SB7. make decisions pertaining to the concerned area of work

Self-Management

The user/individual on the job needs to know and understand how to:SB8. importance of taking responsibility for own work outcomesSB9. importance of following laid down rules, procedures, instructions and policiesSB10. importance of exercising restraint while expressing dissent and during conflict

situationsSB11. how to avoid and manage distractions to be disciplined at workSB12. importance of time management for achieving better results


8 | P a g e


NOS Version Control

NOS Code THC / N 0204

Credits(NSQF) Version number 1.0

Industry Tourism and Hospitality Drafted on 04/07/14

Industry Sub-sector


Last reviewed on


THC/ N 0205 : Supervise and monitor housekeeping services

1 | P a g e


---------------------------------------------------------------------------------------------------------------------------------------

Overview

This unit covers supervision and quality review of housekeeping services involvinginspection of work, handling of resource shortages or breakdown ofequipment/machinery, escalations from the housekeeping team and ensuring timelycompletion of task as per workplace requirements.



2 | P a g e



Unit Title(Task)

Supervise and monitor housekeeping services

Description This unit covers supervision and quality review of housekeeping services involvinginspection of work, handling of resource shortages or breakdown ofequipment/machinery, escalations from the housekeeping team and ensuring timelycompletion of task as per workplace requirements.

It involves directly supervising and coordinating work activities of housekeeping staffunder one’s jurisdiction in hotels, offices, commercial complex, high-rise building,factory, mall, school/ academic institution, hospitals and other establishments, for thedefined area.

The candidate will have knowledge and understanding of various kinds of cleaningoptions, different kinds of consumables, machines, tools and techniques used toperform cleaning and other workplace procedures. The candidate will have knowledgeabout how to handle teams, manage conflicts, give instructions and follow through tillcompletion.


Activities covered: monitor and supervise work of housekeeping team ensure timely completion of assigned duties monitor and maintain tidiness & cleanliness of worksite and disposal of waste health and Safety at Workplace handle on the job conflicts

Range of buildings covered are: high rise buildings factory hotel/restaurant mall commercial complex school/academic institution hospital

Positions/ persons housekeeping supervisor interacts with are: housekeeping attendants site supervisor/ area supervisor, manager operations immediate colleagues and team members HR and/ or admin personnel of the concerned employer clients visiting a facility guests of the lodging premises employees/ staff of the premises shoppers/ visitors in a mall patients/ doctors/ visitors in hospitals

Nat

iona

l Occ

upat

iona

l Sta

ndar

d


3 | P a g e




Monitor andsupervise work ofhousekeeping team

PC1. ensure appropriate equipments are used as per requirement of the area to becleaned

PC2. ensure cleaning of building floors by appropriate methods e.g. sweeping,mopping, scrubbing, wiping or vacuuming

Range of areas for cleaning furniture, fittings and vertical surfaces: soft (for example, curtains and upholstery, beds and linen) hard (for example, wood, metal, plastic etc) glass (for example, windows, mirrors and glass doors walls, glass

partitions)PC3. ensure that the staff follows procedures for the use of chemical cleaners and

power equipment to prevent damage to floors and fixturesPC4. ensure quality of services, cleaning, or supply to restrooms as per the

standard operating proceduresPC5. ensure quality of cleaning w.r.t. ceilings and walls using appropriate methods

and materialsPC6. ensure quality of cleaning w.r.t. sanitary fittings using appropriate methods

and materialsPC7. ensure quality of cleaning w.r.t. furniture and soft furnishings using

appropriate methods and materialsPC8. ensure quality of cleaning w.r.t. desktops and other instruments using

appropriate methods and materialsPC9. ensure quality of cleaning w.r.t. public areas using appropriate methods and

materialsPC10. monitor and review the service to ensure that staff follow the correct

housekeeping procedures and the housekeeping service meets the needs ofcustomers

PC11. provide constructive feedback to individual staff and teamsPC12. identify and address performance issuesPC13. schedule housekeeping procedures to take place at intervals which are

suitable for maintaining the standards of the housekeeping servicePC14. inform staff and customers about any changes to the service that may affect

themPC15. ensure that waste is handled safely and according to instructionsPC16. make sure that waste containers are taken safely to the right collection point

and secured if necessaryEnsure timelycompletion ofassigned duties

PC17. ensure that the housekeeping services are completed as per laid downprocedures and timelines

PC18. anticipate delays and re-assign resources well in time to ensure timelycompletion of duties


4 | P a g e


Monitor andmaintain tidiness &cleanliness ofworksite and disposalof waste

PC19. monitor the cleanliness and tidiness of the worksitesPC20. ensure that all furniture and displays are arranged neatly as per the defined

guidelines and designsPC21. ensure collection and disposal of waste according to instruction without

causing any spillage or clutterPC22. ensure segregation of waste as per the establishment standardPC23. ensure waste bags are changed regularly and promptly when full and to avoid

foul smellPC24. ensure cleaning the waste bins

Health and Safety atWorkplace

PC25. ensure that the staff including self wear appropriate PPE for all cleaning tasksPC26. ensure the safe use of appropriate cleaning agent and tools for cleaning glass

and windowsPC27. ensure the use of equipment and cleaning chemicals safelyPC28. complete a basic safety hazard analysis including identifying any suspicious

itemsHazards in the work area may include exposure to: chemicals dangerous or hazardous substances movements of equipment, goods and materials

PC29. store dangerous substances safelyPC30. carry out simple first aid proceduresPC31. take appropriate action on the discovery of a hazard e.g. firePC32. use appropriate security procedures with regard to equipment and materialsPC33. report incidents in accordance with establishment procedures and follow

emergency procedures in accordance with establishment guidelines

Handle on the jobconflicts andescalations

PC34. handle day to day conflicts among the staff amicablyPC35. report to senior supervisor as per escalation matrix in case of tough situations

and irreconcilable issuesPC36. exhibits amicable response in most conflicting situations without using any

abusive gesture



The user/individual on the job needs to know and understand:KA1. relevant OH&S requirements applicable in the work placeKA2. importance of working in clean and safe environmentKA3. reporting structure, inter-dependent functions, lines and procedures in the




work


5 | P a g e


B. TechnicalKnowledge

The user/individual on the job needs to know and understand:KB1. relevant OH&S procedures and guidelines concerning housekeeping

operations and the impact that a breach of these standards could have oncustomers, staff & the organization

KB2. servicing procedures and policies for the carrying out housekeeping tasks inthe workplace

KB3. the economic importance of an effective customer focused housekeepingservice to the organization and its staff members

KB4. how to give feedback to staff in a way that motivates themKB5. how to monitor the allocation and use of resourcesKB6. the different cleaning agents, materials and tools used in the housekeeping

service and how to use and store theseKB7. how the different surfaces and materials need to be cleaned / cared forKB8. standard operating procedure for upkeep and maintenance of equipments

and consumablesKB9. defined timelines for changing linen and turn down serviceKB10. standards of personal presentation, customer care and behaviour for staffKB11. how to monitor the work of the housekeeping serviceKB12. the types of problems that may occur in the housekeeping service and how to

deal with and report theseKB13. the limits of one’s authority when dealing with problemsKB14. why it is important to review procedures and how to do soKB15. how to identify and suggest possible ways of improving the housekeeping

serviceKB16. why it is important to follow manufacturers’ instructions and what could

happen if they are not followed




The user/ individual on the job needs to know and understand how to:SA1. read and interpret instructions, procedures, information and signs relevant to

housekeeping activities in the workplaceSA2. interpret and follow operational instructions and prioritize workSA3. complete documentation related to housekeeping in the workplace


The user/individual on the job needs to know and understand how to:SA4. communicate effectively with others when briefing about housekeeping tasksSA5. discuss task lists, schedules, and work-loads with the teamSA6. check and clarify task-related information with concerned personnel

Problem Solving




6 | P a g e


Decision Making

The user/individual on the job needs to know and understand how to:SB3. make decisions pertaining to the concerned area of work

Self-Management

The user/individual on the job needs to know and understand how to:SB4. importance of taking responsibility for own work outcomesSB5. importance of adherence to work timings, dress code and other

organizational policiesSB6. importance of following laid down rules, procedures, instructions and policiesSB7. importance of exercising restraint while expressing dissent and during conflict


Team Management

The user/individual on the job needs to know and understand how to:SB10. coordinate team work in order to achieve better resultsSB11. identify and clarify work roles within a teamSB12. communicate and cooperate with others in the teamSB13. seek assistance from fellow team members


7 | P a g e


NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0206 : Support individual and team performance

1 | P a g e


---------------------------------------------------------------------------------------------------------------------------------------

Overview

This unit covers team management and training and developing staff for improvingindividual and team performance.



2 | P a g e



Unit Title(Task)

Support individual and team performance

Description This unit covers team management and training and developing staff for improvingindividual and team performance.

It involves motivating staff, handling conflicts, resource shortages, escalation of workissues like breakdowns and customer complaints, and proper allocation of workresponsibilities as per the skill level of the employees.


Activities covered: monitor and support individual and team performance support employee training & development handle on the job conflicts and escalations

Positions/ persons housekeeping supervisor interacts with are: housekeeping attendants room attendants site supervisor/ area supervisor, manager operations immediate colleagues and team members HR and/ or admin personnel of the concerned employer clients visiting a facility guests of the lodging premises employees/ staff of the premises shoppers/ visitors in a mall patients/ doctors/ visitors in hospitals



Monitor and supportindividual and teamperformance

PC1. monitor staffing levels to ensure adequate manpower availability forhousekeeping work

PC2. monitor and review the service to ensure that staff follow the correcthousekeeping procedures and the housekeeping service meets the needs ofcustomers

PC3. provide constructive feedback to individual staff and teamsPC4. identify and address performance issuesPC5. schedule housekeeping procedures to take place at intervals which are

suitable for maintaining the standards of the housekeeping servicePC6. inform staff and customers about any changes to the service that may affect

themPC7. handle any unprofessional activity, staff absenteeism or negligence as per

escalation matrix

Nat

iona

l Occ

upat

iona

l Sta

ndar

d


3 | P a g e


Support employeetraining &development

PC8. identify skill gaps in the team as well as individual housemen which hinderproductivity enhancement

PC9. train staff on the required skills to remove/reduce skill gapsPC10. recognize and record expertise of staff for reference when allocating tasksPC11. assist staff to identify their own skills and knowledge in relation to current job

roles and career developmentPC12. develop professional development options in consultation with staffPC13. organize regular skill enhancement sessions to keep the staff up-to-date on

latest technology and processesHandle on the jobconflicts andescalations

PC14. handle day to day conflicts among the staff amicablyPC15. report to senior supervisor as per escalation matrix in case of tough situations

and irreconcilable issuesPC16. exhibits amicable response in most conflicting situations without using any

abusive gesture




relevant to own employment and performance conditionsKA2. relevant OH&S requirements applicable in the work placeKA3. own job role and responsibilities and sources for information pertaining to





workB. Technical

KnowledgeThe user/individual on the job needs to know and understand:

KB1. relevant OH&S procedures and guidelines concerning housekeepingoperations and the impact that a breach of these standards could have oncustomers, staff & the organization

KB2. roles and responsibilities of different people in your organization anddepartment for procedures in relation to the housekeeping service

KB3. how to allocate work to staff and monitor responsibilities to ensure standardsare maintained

KB4. how to choose appropriate methods to brief your staff, for example verbalinstructions, written instructions, demonstrations or diagrams

KB5. how to give feedback to staff in a way that motivates themKB6. how to monitor the allocation and use of resourcesKB7. standards of personal presentation, customer care and behaviour for staffKB8. how to identify training needs and ensure that staff have the skills and

knowledge to carry out their work effectivelyKB9. the limits of one’s authority when dealing with problems


4 | P a g e


KB10. why one should maintain confidentiality when collecting feedbackKB11. procedures for obtaining and recording feedback from staff and why it is

essential to the improvement of services and the overall management of theorganization

KB12. how to report feedbackKB13. how to alter work allocation in response to feedback




The user/individual on the job needs to know and understand how to:SA1. communicate effectively with others when carrying out housekeeping tasksSA2. discuss task lists, schedules, and work-loads with co-workersSA3. question concerned people appropriately in order to understand the nature of

the problem and make a diagnosisLearning

The user/individual on the job needs to know and understand how to:SB1. conduct on-the-job and other learning, training and development

interventions and assessmentSB2. seek to improve and modify own and team’s work practices

B. Professional Skills Problem Solving



Decision Making


Team Management

The user/individual on the job needs to know and understand how to:SB6. work in a team in order to achieve better resultsSB7. identify and clarify work roles within a teamSB8. communicate and cooperate with others in the teamSB9. seek assistance from fellow team members


5 | P a g e


NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0207 : Report, record and prepare documentation

1 | P a g e


---------------------------------------------------------------------------------------------------------------------------------------

Overview

This unit covers reporting, recording and preparation of required documentation e.g.checklists, status reports, inventory reports as per organization’s housekeepingprocedures.



2 | P a g e


Unit Code THSC / N 0207

Unit Title(Task)

Report, record and prepare documentation

Description This unit covers reporting, recording and preparation of required documentation e.g.checklists, status reports, inventory reports as per organization’s housekeepingprocedures.


Activities covered: fill up checklists and registers as per procedure record escalations and unresolved problems in the log book prepare reports and documents

Reports users: line housekeeping supervisor and/or site supervisor concerned department who has to take action e.g. engineering, maintenance,

security HR and/ or administration personnel of the concerned employer person taking over responsibility in next shift any authorized person as per protocol/escalation matrix



Fill up checklists andregisters as perprocedure

PC1. fill up checklists for assigned work areas to record status of work as perprocedure and timelines prescribed

Data points applicable to check compliance: standard operating procedures organisational requirements specific work instructions departmental procedures codes of practice all relevant health, safety and environmental regulations

PC2. fill up checklists for equipment and machines provided for serviceability andmaintenance

PC3. fill up register or requisition for requirement of housekeeping suppliesPC4. fill up register to record attendance as per duty rosterPC5. fill up description of work carried out during the shiftPC6. record unfinished tasks in the log bookPC7. record deviations from the SOP, if any, in the log bookPC8. report any lost and found belongingsPC9. report any incidents and accidents which need to be brought to the notice of

superiorsPC10. ensure that the report draws valid conclusions from the presented data

Nat

iona

l Occ

upat

iona

l Sta

ndar

d


3 | P a g e


PC11. adopt the most suitable method of presentation

Record escalationsand unresolvedproblems in the logbook

PC12. record unresolved issues and other escalations in the log bookPC13. record jobs related problems to supervisor for supportPC14. monitor the problem and keep the supervisor informed about progress or any

delays in resolving the problemPC15. refer the problem to a competent internal specialist if it cannot be resolved

Prepare reports anddocuments

PC16. prepare regular reports and documents as required by organization’sprocedures e.g. Occupancy report, duty roster etc

Documentation to be completed for : activities undertaken by filling in checklists any deviation from the normal procedure any unresolved issue regarding cleanliness any unresolved issue regarding maintenance and engineering any lost and found property any kind of co-ordination required with other department inventory shortage or requirement any emergency procedures followed handover points to next shift requisition for supplies

Contents of reports : compliance with requirements deviation from expected outcomes reporting of unresolved issues shift handover and takeover details incident and accident reports requiring escalation

PC17. prepare special reports as required from time to time by the management,e.g. monthly consumption report of amenities etc.

PC18. ensure that the report includes all necessary information and is accurate,clear and concise

PC19. ensure the presentation of results conforms to relevant procedures carriedout

PC20. present the report to the relevant people within agreed timescales, usingappropriate templates and formats




relevant to own employment and performance conditionsKA2. relevant occupational health and safety requirements applicable in the work

placeKA3. own job role and responsibilities and sources for information pertaining to


work areaKA5. relevant people and their responsibilities within the work area


4 | P a g e


KA6. escalation matrix and procedures for reporting work and employment relatedissues

KA7. documentation and related procedures applicable in the context of workKA8. importance and purpose of documentation in context of work


The user/individual on the job needs to know and understand:KB1. personal responsibilities with regard to health, safety and the

environment in the working areaKB2. approved codes of practice and why it is important to follow themKB3. what constitutes complete and valid dataKB4. procedures can be used for identifying deviationsKB5. what level of accuracy is requiredKB6. what units of measurement are requiredKB7. procedures for recording correct dataKB8. likely or expected outcomesKB9. how to recognize anomalies in the data against procedures and standardsKB10. what is a checklist and what are the various elements of a checklistKB11. how to fill in a checklistKB12. what presentational methods can be used and how reports are sentKB13. relevant people in the organizationKB14. what documentation should be used and why it is important to complete it

accuratelyKB15. tasks carried out by various departments in the organizationKB16. escalation matrix and protocol to be followed for escalationsKB17. roles and responsibilities of various people in the escalation matrix/

authorized person




The user/ individual on the job needs to know and understand how to:SA1. read and interpret instructions, procedures, information and signsSA2. interpret and follow operational instructions and prioritise workSA3. complete documentation related accurately


The user/individual on the job needs to know and understand how to:SA4. follow instructions accuratelySA5. use questioning to minimize misunderstandingsSA6. communicate with people in respectful form and manner in line with

organizational protocolSA7. discuss task lists, schedules, and work-loads with co-workersSA8. check and clarify task-related informationSA9. use gestures or simple words to communicate where language barriers exist


5 | P a g e


B. Professional Skills Learning

The user/individual on the job needs to know and understand how to:SB1. participate in on-the-job and other learning, training and development

interventions and assessmentSB2. seek to improve and modify own work practices

Plan and Organize

The user/individual on the job needs to know and understand:SB3. plan, prioritize and sequence work operations as per job requirementsSB4. organize and analyze information relevant to work

Self-Management

The user/individual on the job needs to know and understand how to:SB5. take responsibility for own work outcomesSB6. adherence to work timings, dress code and other organizational policiesSB7. follow laid down rules, procedures, instructions and policiesSB8. exercise restraint during conflicting situationsSB9. avoid and manage distractions to be disciplined at workSB10. time management for achieving better results


6 | P a g e


NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0901: Give a positive impression of oneself and theorganization

1 | P a g e


---------------------------------------------------------------------------------------------------------------------------------------

Overview

This unit is about competencies required for communicating with customers to give a positiveimpression of oneself and one’s organization. It involves giving customers the rightimpression, responding to their needs and providing helpful information.



2 | P a g e



Unit Title

(Task)Give a positive impression of oneself and the organization

Description This unit is about competencies required for communicating with customers to give apositive impression of oneself and one’s organization. It involves giving customers theright impression, responding to their needs and providing helpful information.

The candidate is expected to understand the customers’ requirements and create apositive experience for the customer following the defined policies and procedures ofthe organization.


Activities covered: establish effective rapport with customers

respond appropriately to customers

communicate information to customers

escalate unresolved problems as per protocol

provide interim feedback to customer, in case of delays

process Compliances



Establish effectiverapport withcustomers

PC1. meet organisation's standards of appearance and behaviourPC2. greet customers respectfully and in a friendly mannerPC3. communicate with customers in a way that makes them feel valued

and respectedPC4. treat customers courteously and helpfully at all timesPC5. keep customers informed and reassuredPC6. adapt behaviour to respond effectively to different customer behaviour

Respondappropriately tocustomers

PC7. respond promptly to a customer seeking helpPC8. choose the most appropriate way to communicate with customersPC9. check with customers that their expectations have been fully understoodPC10. respond promptly and positively to customers' queries and commentsPC11. allow customers time to consider the response and give further

explanation when appropriate

Nat

iona

l Occ

upat

iona

l Sta

ndar

d


3 | P a g e


Communicateinformation tocustomers

PC12. quickly find information that will help the customerPC13. give customer information they need about the services or products

offered by the organizationPC14. recognize information that customers might find complicated and

check whether they fully understandPC15. explain clearly to the customers any reasons why their needs or expectations

cannot be met

Escalations ofunresolved problemsas per protocol

PC16. refer the problem to a competent person/supervisor as per protocol if itcannot be resolved by the helpdesk

PC17. obtain help or advice from supervisor/authorized person as per protocol if theproblem is outside his/her area of competence or experience

Provide Interimfeedback tocustomer, in case ofdelays

PC18. monitor the problem and keep the customer informed about progress or anydelays in resolving the problem

Process Compliances PC19. comply with relevant legislation, standards, policies and procedures



The user/individual on the job needs to know and understand:KA1. relevant legislation, standards, policies, and procedures followed in the

companyKA2. how to engage with customers in order to resolve service requests and

problemsKA3. escalation matrix for resolution of problems


The user/individual on the job needs to know and understand:KB1. organization’s standards for appearance and behaviourKB2. organization’s guidelines for how to recognize what customer wants and

respond appropriatelyKB3. organization’s rules and procedures regarding the methods of communicationKB4. how to recognize when a customer is angry or confusedKB5. organization’s standards for timeliness in responding to customer questions

and requests for information


A. Core Skills/ Communication skills (reading and Writing )


4 | P a g e


Generic Skills The user/ individual on the job needs to know and understand how to:SA1. document call logs, reports, task lists, and schedules with co-workersSA2. prepare status and progress reportsSA3. read and interpret signages e.g. “do not disturb”, ‘‘clean the room” to know

customers’ requirements


The user/individual on the job needs to know and understand how to:SA4. actively listen to discuss requirements of the customerSA5. seek clarification from customers appropriately in order to understand the

nature of the problem and make a diagnosisSA6. give clear commitments to customersSA7. keep customers informed about progressSA8. avoid using jargon, slang or acronyms when communicating with a customer

B. Professional Skills Decision Making


Plan and Organize

The user/individual on the job needs to know and understand:SB2. plan and organize service to be given to customer

Customer Centricity /Service Orientation

The user/individual on the job needs to know and understand how to:SB3. manage relationships with customers who may be stressed, frustrated,

confused, or angrySB4. build customer relationships and use customer centric approach

Problem Solving



Critical Thinking

The user/individual on the job needs to know and understand how to:SB7. apply, analyze, and evaluate the information gathered from observation,

experience, reasoning, or communication, as a guide to thought and action

Self-Management


5 | P a g e


The user/individual on the job needs to know and understand how to:SB8. importance of taking responsibility for own work outcomesSB9. importance of adherence to work timings, dress code and other organizational

policiesSB10. importance of following laid down rules, procedures, instructions and policiesSB11. importance of exercising restraint while expressing dissent and during conflict


Team Management

The user/individual on the job needs to know and understand how to:SB14. work in a team in order to achieve better resultsSB15. identify and clarify work roles within a teamSB16. communicate and cooperate with others in the teamSB17. seek assistance from fellow team members


6 | P a g e


NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0902: Work effectively with others

1 | P a g e


---------------------------------------------------------------------------------------------------------------------------------------

Overview

This unit covers basic competencies and practices that improve effectiveness of working withothers at the work place.



2 | P a g e



Unit Title(Task)

Work effectively with others

Description This unit covers basic competencies and practices that improve effectiveness ofworking with others at the work place. It covers etiquettes that a candidate is requiredto possess and demonstrate in their behavior and interactions with others at theworkplace.

These cover areas such as communication etiquette, discipline, listening, handlingconflict and grievances.


Activities covered: working with others using appropriate etiquettes and behaviour

Interaction with others is for: working with other people to meet requirements

sharing information with others to enable efficient delivery of work

communicating with others members and people internal or external to theorganization

Performance Criteria (PC) w.r.t. the Scope


Working with others PC1. communicate with other people clearly and effectivelyEtiquettes may include: use appropriate titles and terms of respect use polite language do not eat or chew while talking

PC2. integrate one’s work with other people’s work effectivelyPC3. receive information and instructions accurately from the supervisor and

fellow workers, getting clarification where requiredPC4. pass on accurate information to authorized persons who require it and within

agreed timescale and confirm its receiptPC5. pass on essential information to other people on timely basisPC6. consult with and assist others to maximize effectiveness and efficiency in

carrying out tasksPC7. work in a way that shows respect for other people

Behaviors may include: punctuality completing tasks as per given time and standards

Nat

iona

l Occ

upat

iona

l Sta

ndar

d


3 | P a g e


not gossiping and idling time

eliminating waste

integrity

PC8. carry out any commitments made to other peoplePC9. identify any problems with team members and other people and take the

initiative to solve these problemsPC10. follow the organisation’s policies and procedurePC11. display helpful behavior by assisting others in performing tasks in a positive

mannerPC12. display active listening skills while interacting with others at workPC13. use appropriate tone, pitch and language to convey politeness, assertiveness,

care and professionalismPC14. demonstrate responsible and disciplined behaviors at the workplacePC15. escalate grievances and problems to appropriate authority as per procedure

to resolve them and avoid conflict


A. Organizational

Context(Knowledge of thecompany /organization andits processes)


relevant to own employment and performance conditionsKA2. reporting structure, inter-dependent functions, lines and procedures in the


issuesKA5. effective working relationships with both internal and external the people

with which the individual is required to interactKA6. procedures in the organization to deal with conflicts


The user/individual on the job needs to know and understand:KB1. various categories of people that one is required to communicate and co-

ordinate within the organizationKB2. importance of effective communication in the workplaceKB3. importance of teamwork in organizational and individual successKB4. various components of effective communicationKB5. key elements of active listeningKB6. value and importance of active listening and assertive communicationKB7. barriers to effective communicationKB8. importance of tone and pitch in effective communicationKB9. importance of avoiding casual expletives and unpleasant terms while

communicating in professional circlesKB10. how poor communication practices can disturb people, environment and


4 | P a g e


cause problems for the employee, the employer and the customerKB11. importance of ethics for professional successKB12. importance of discipline for professional successKB13. what constitutes disciplined behavior for a working professionalKB14. common reasons for interpersonal conflictKB15. importance of developing effective working relationships for professional

successKB16. expressing and addressing grievances appropriately and effectivelyKB17. importance and ways of managing interpersonal conflict effectivelyKB18. importance of communicating clearly and effectively with people face-to-

face, by telephone and in writingKB19. essential information that needs to be shared with other peopleKB20. importance of effective working relationships and how these can contribute

towards effective working relationships on a day-to-day basisKB21. importance of integrating ones work effectively with othersKB22. types of working relationships that help people to work well together and the

types of relationships that need to be avoidedKB23. types of opportunities an individual may seek out to improve relationships

with othersKB24. how to deal with difficult working relationships with people to sort out

problems


A. Professional Skills Writing Skills

The user / individual on the job needs to know and understand how to:

SA1. communicate essential information in writingSA2. write effective communications to share information with the team members

and other people outside the team

Reading Skills

The user/individual on the job needs to know and understand how to:SA3. Read and understand essential information

Listening and Speaking Skills

The user/individual on the job needs to know and understand:SA4. communicate essential information to colleagues face-to-face or through

telecommunicationsSA5. question others appropriately in order to understand the nature of the

request complaint


5 | P a g e


Problem Solving



Analytical Thinking



B. Professional Skills Decision making

The user/individual on the job needs to know and understand how to:SB1. make decisions pertaining to work

Plan and Organize

The user/individual on the job needs to know and understand:SB2. plan, prioritize and sequence work operations as per job requirementsSB3. organize and analyze information relevant to workSB4. basic concepts of work productivity

Customer Centricity

The user/individual on the job needs to know and understand how to:SB5. manage relationships with customers who may be stressed, frustrated,

confused, or angrySB6. build customer relationships and use customer centric approach

Problem Solving


optimum /best possible solution(s)SB8. deal with clients lacking the technical background to solve the problem on

their ownSB9. identify immediate or temporary solutions to resolve delays

Critical Thinking




6 | P a g e


NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0903: Maintain a safe, hygienic and secure working environment

1 | P a g e


---------------------------------------------------------------------------------------------------------------------------------------

Overview

This unit covers knowledge and practices to be followed for health, hygiene, safety andsecurity at the workplace. This includes procedures and practices that candidates need tofollow to help maintain a healthy, safe and secure work environment.



2 | P a g e



Unit Title

(Task)Maintain a safe, hygienic and secure working environment

Description This unit covers knowledge and practices to be followed for health, hygiene,safety and security at the workplace. This includes procedures and practices thatcandidates need to follow to help maintain a healthy, safe and secure workenvironment. It covers responsibilities towards self, others, assets and theenvironment.

This involves maintaining a clean and hygienic personal appearance, safety andsecurity at workplace by helping to spot and deal with hazards and followingemergency procedures when necessary.

It includes understanding of risks and hazards in the workplace, along withcommon techniques to minimize risk, deal with accidents, emergencies, etc.

It covers knowledge of fire safety, common first aid applications, safe practicesand emergency procedures.


Activities covered: maintain personal health and hygiene maintain safe and secure environment fire safety emergencies, rescue and first-aid procedures



Maintain personalhealth and hygiene

PC1. maintain personal health and hygienePC2. wear clean, smart and appropriate clothing, footwear and headgearPC3. keep hair neat and tidy and wear it in line with the organization’s

standardsPC4. make sure any jewellery, perfume and cosmetics are in line with the

organization’s standardsPC5. follow health and hygiene procedures in all the work at all times

Good housekeeping practices may include:

clean/tidy work areas removal/disposal of waste products protect surfaces

Nat

iona

l Occ

upat

iona

l Sta

ndar

d


3 | P a g e


Maintain safe andsecure environment

PC6. keep a look out for hazards in the workplaceVarious kinds of hazards:

relating to equipment

relating to areas where one works

relating to personal clothing

Ways of dealing with hazards:

putting them right by self

reporting them to appropriate colleagues warning other people

PC7. identify any hazards or potential hazards and deal with these correctlyPC8. report any accidents or near accidents quickly and accurately to the

proper personPC9. follow safety procedures at the workplacePC10. practice emergency procedures correctlyPC11. follow the organization’s security procedurePC12. use protective clothing/equipment for specific tasks & work conditions

Personal protective equipment/clothing:

gloves safety headwear and footwear safety glasses

PC13. identify job-site hazardous work and state possible causes of risk oraccident in the workplace

PC14. carry out safe working practices while dealing with hazards to ensurethe safety of self and others state methods of accident prevention inthe work environment of the job role

Safe working practices may include:

using protective clothing and equipment putting up and reading safety signs handle tools in the correct manner and store and maintain them

properly keep work area clear of clutter, spillage & unsafe object lying casually take all electrical precautions like insulated clothing, adequate

equipment insulation, dry work area, switch off the power supplywhen not required, etc.

safe lifting and carrying practices use equipment that is working properly and is well maintained take due measures for safety while working in confined places or at

heights, etc. including safety harness, fall arrestors, etc.


4 | P a g e


Methods of ensuring health, safety and security: training in health and safety procedures, using health and safety procedures, use of equipment and working practices (such as safe carrying

procedures) safety notices and advice instruction from colleagues and supervisors being always alert and vigilant

PC15. inspect for faults, set up and safely use steps and ladders in general usePC16. lift heavy objects safely using correct proceduresPC17. apply good housekeeping practices at all timesPC18. identify common hazard signs displayed in various areasPC19. retrieve and/or point out documents that refer to safety at workplace

General health and safety equipment includes: fire extinguishers, first aid equipment, safety instruments and clothing, safety installations, e.g .fire exits, exhaust fans

Fire safety PC20. use appropriate fire extinguishers on different types of fires correctly

Causes of fires: heating of metal spontaneous ignition sparking electrical heating casual fires (smoking, welding etc.) chemical fires

Fire extinguishers: sand water foam CO2 dry chemical powder (DCP)

PC21. demonstrate rescue techniques applied during fire hazardPC22. demonstrate good housekeeping in order to prevent fire hazardsPC23. demonstrate the correct use of a fire extinguisher

Emergencies, rescueand first-aidprocedures

PC24. demonstrate how to free a person from electrocution, as per laid downprocedure

PC25. administer appropriate first aid to victims where required eg. in case ofbleeding, burns, choking, electric shock, poisoning etc.


5 | P a g e


PC26. demonstrate basic techniques of bandagingPC27. respond promptly and appropriately to an accident situation or medical

emergency in real or simulated environmentsEmergency procedures include: raising alarm safe/efficient evacuation correct means of escape correct assembly point roll call correct return to work

PC28. perform and organize loss minimization or rescue activity during anaccident in real or simulated environments

PC29. administer first aid to victims in case of a heart attack or cardiac arrestdue to electric shock, before the arrival of emergency services in real orsimulated cases

PC30. demonstrate the artificial respiration and the CPR ProcessPC31. participate in emergency proceduresPC32. complete a written accident/incident report or dictate a report to

another person, and send report to person responsible

Parameters for making Incident Report:

name date/time of incident date/time of report location environment conditions persons involved sequence of events injuries sustained damage sustained actions taken witnesses supervisor/manager notified

PC33. demonstrate correct method to move injured people and others duringan emergency


A. Organizational

Context(Knowledge of the

The user/individual on the job needs to know and understand:

KA1. responsibilities under the organization’s health, safety and securitystandards


6 | P a g e


company /organization andits processes)

KA2. why it is important to work in a healthy, safe and hygienic way

KA3. where one can get information about health, hygiene and safety at theworkplace

B. Technical

Knowledge


KA4. general rules on hygiene that one must follow

KA5. why correct clothing, footwear and headgear should be worn at alltimes

KA6. why it is important to maintain good personal hygiene

KA7. what one should do in case of cuts, grazes and wounds and why it isimportant

KA8. meaning of “hazards” and “risks”

KA9. health and safety hazards commonly present in the work environmentand related precautions

KA10. possible causes of risk, hazard or accident in the workplace and why riskand/or accidents are possible

KA11. methods of accident prevention

KA12. hazards one can deal with oneself and hazards that must be reported tosomeone else

KA13. how to warn other people about hazards and why this is important

KA14. types of emergencies that may happen at the workplace and how todeal with these

KA15. where to find first aid equipment and who the registered first-aider is inthe workplace

KA16. safe lifting and handling techniques to be followed

KA17. other ways of working safely that are relevant to the job and why theseare important

KA18. precautionary activities to minimize the risk of fire and prevent fireaccidents

KA19. various causes of fire at the workplace

KA20. techniques of using the different fire extinguishers

KA21. different methods of extinguishing fire

KA22. rescue techniques applied during a fire hazard

KA23. organization’s emergency procedures, in particular for fire, and howone should follow these

KA24. where to find fire alarms and how to set them off

KA25. why one should never approach a fire unless it is safe to do so

KA26. why it is important to follow fire safety laws

KA27. organization’s security procedures and why these are important


7 | P a g e


KA28. the correct procedures for dealing with customers in case ofemergencies

KA29. why it is important to report all usual/non-routine incidents to theappropriate person safe working practices while working at varioushazardous sites

KA30. where to find all the general health and safety equipment in theworkplace

KA31. various dangers associated with the use of electrical equipment

KA32. preventive and remedial actions to be taken in the case of exposure totoxic materials

KA33. importance of using protective clothing/equipment while working

KA34. various types of safety signs and what they mean

KA35. appropriate basic first aid treatment relevant to the condition e.g.shock, electrical shock, bleeding, breaks to bones, minor burns,resuscitation, eye injuries

KA36. content of written accident report

KA37. potential injuries and ill health associated with incorrect manualhanding

KA38. safe lifting and carrying practices

KA39. personal safety, health and dignity issues relating to the movement of aperson by others

KA40. potential impact to a person who is moved incorrectly



Reading and Writing Skills


SA1. read and comprehend basic content to read labels, charts, signagesSA2. read and write an accident/incident report in local language or English



SA3. question coworkers appropriately in order to clarify instructions andother issues

SA4. give clear instructions to coworkers, subordinates others

Decision Making


8 | P a g e



SA5. make appropriate decisions pertaining to the concerned area of workwith respect to intended work objective, span of authority,responsibility, laid down procedure and guidelines

B. Professional Skills Plan and Organize


SB1. plan and organize their own work schedule, work area, tools, equipmentand materials to maintain decorum and for improved productivity

Working with others


SB2. remain congenial while discussing and debating issues with co-workersSB3. follow appropriate protocols for communication based on situation,

hierarchy, organizational culture and practiceSB4. ask for, provide and receive required assistance where possible to

ensure achievement of work related objectivesSB5. thank coworkers for any assistance receivedSB6. offer appropriate respect based on mutuality and respect for fellow

workmanship and authority

Problem Solving


SB7. think through the problem, evaluate the possible solution(s) and suggestan optimum /best possible solution(s)

SB8. identify immediate or temporary solutions to resolve delaysSB9. identify sources of support that can be availed of for problem solving for

various kind of problemsSB10. seek appropriate assistance from other sources to resolve problemsSB11. report problems that one cannot resolve to appropriate authority

Analytical Thinking


SB12. identify cause and effect relations in their area of workSB13. use cause and effect relations to anticipate potential problems and their

solution


9 | P a g e


NOS Version Control


Credits(NSQF)Version number 1.0


Industry Sub-sector


Last reviewed on


Qualifications Pack For Room Attendant

1

Annexure

Nomenclature for QP and NOS

Qualifications Pack

[ABC]/ Q 0101

Occupational Standard

An example of NOS with ‘N’[ABC] / N 0101

technologyconsul t ing

EYE ON ITCurrent IndustryTrends

Suscipit, vicis praesent erat

feugait epulae, validus indoles

duis enim consequat genitus at.

Sed, conventio, aliquip

accumsan adipiscing augue

blandit minim abbas oppeto

commov.





si sudo, opes feugiat iriure

validus. Sino lenis vulputate,

valetudo ille abbas cogo saluto

quod, esse illum, letatio lorem

conventio. Letalis nibh iustum

transverbero bene, erat vulpu

tate enim esse si sudo erat.

SOFTWAREMonthly Picks

Volutpat mos at

neque

nulla lobortis

dignissim

conventio, torqueo, acsi roto

modo. Feugait in obruo quae

ingenium tristique elit vel natu

meus. Molior torqueo capio velit

loquor aptent ut erat feugiat

pneum commodo.





si sudo, opes feugiat.

Aptent nulla aliquip camur ut

consequat aptent nisl in voco

consequat. Adipsdiscing magna

jumentum velit iriure obruo. damnum

pneum. Aptent nulla aliquip camur ut

consequat lorem aptent nisl magna

jumentum velitan en iriure. Loquor,

vulputate meus indoles iaceo, ne

secundum, dolus demoveo

interddfico proprius. In consequat os

quadfse nudflla magna. Aptent nulla

aliquip camur utan sdl as consequat

aptent nisl in vocoloc consequat ispo

facto delore ergo maska forgeuit

masca pala ergo sacrum lamap

allacum dergo ipso aliquip mia sermi

proprius. quae nulla magna. Delenit abdo esse quia,

te huic. Ratis neque ymo, venio illum

pala damnum. Aptent nulla aliquip camur ut

consequat aptent. Adipiscing magna jumentum

velit iriure obruo vel.Volutpat mos at neque nulla

lobortis dignissim conventio, torqueo, acsi roto

modo. Feugait in obruo quae ingenium tristique

elit vel natu meus. Molior torqueo capio velit loquor

aptent ut erat feugiat pneum commodo vel obruo

mara duis enim consequat genitus. Enim neo velit

adsum odio, multo lorem ipso mata irlosa.

Q denoting Qualifications Pack Occupation (2 numbers)

QP number (2 numbers)

9 characters

N denoting National Occupational Standard Occupation (2 numbers)

OS number (2 numbers)

9 characters

Back to top…

[Insert 3 letter code for SSC]

[Insert 3 letter code for SSC]

Qualifications Pack For Room Attendant

2

The following acronyms/codes have been used in the nomenclature above:

Sub-sector Range of Occupation numbers

Hospitality 01 - 30

Tourism 30 – 60

Facility Management 60 – 90

Sequence Description Example

Three letters Industry name THC

Slash / /

Next letter Whether QP or NOS N

Next two numbers Occupation code 01

Next two numbers OS number 01

ASSESSMENT CRITERIA

NOSNo./elements

Performance criteriaWeightage

points out of100 per NOS

THC / N 0204 Plan and prepare for housekeeping service in assigned area

Identify andprepare for thehousekeepingrequirementsfor differentareas to becleaned

PC1. Identify workplace procedures for housekeeping for the allocated area 4

PC2. Ensure that the data and information received is complete and correct 3

PC3. Ensure specific requirements for housekeeping activities in different partsof the work area are identified and understood

5

PC4. Prepare work-plan and estimate of resources required includingpersonnel, equipment and consumables e.g. Cleaning agents inaccordance with work area requirements

5

PC5. Identify correct personal protective equipment (ppe) 3

PC6. Ensure availability of staff as per standard operating procedure 5

PC7. Ensure staff have the skills, knowledge and resources for the task assigned 5

PC8. Ensure staff are aware of the standard of behaviour acceptable to the 5Roster andmonitor staffinglevels andworkload

PC9. Roster staff according to workplace needs, anticipated peaks and relevantlegislation

5

PC10. Allocate staff and brief them on duties, relevant procedures and anyvariations relating to their work routines

5

PC11. Monitor staff workload and assist staff to prioritize workloads according towork requirements

5

PC12. Take corrective action according to staff availability and workplace policiesand procedures

4

PC13. Maintain staffing levels and rosters according to budget requirements 3PC14. Provide feedback on rostering and staffing issues to appropriate personnel

as required4

Obtain, store,maintain anddistributeequipment,tools andconsumablesrequired for thejob

PC15. Identify various cleaning chemicals, tools, equipment and machineryrequired for the housekeeping activities

4

PC16. Prepare material indent sheet as per requirement of the area to becleaned and pre-determined quantity levels

4

PC17. Collect the material required from housekeeping store or the sitesupervisor as per the material indent sheet

3

PC18. Ensure quality of cleaning supplies, consumables to be replenished andfunctionality of tools and equipment as per workplace procedures

4

PC19. Distribute cleaning supplies, consumables to be replenished and tools andequipment required for the job to the cleaning staff under supervision

4

Job Role : Housekeeping SupervisorQualification Pack : THC/Q 0201

Sector Skill Council : Tourism and Hospitality

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria(PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for eachPC.

2. Each NOS will assessed both for theoretical knowledge and practical3. The assessment will be based on knowledge bank of questions created by the SSC.4. To pass the Qualification Pack, every trainee should score a minimum of 50% in every NOS and overall 50% Pass

percentage for each QP5. To pass the Qualification pack, every trainee should score a minimum 40% in theory and 50% in the practical

PC20. Ensure appropriate clean linen is transported to user locations usingappropriate equipment and safe handling techniques

4

PC21. Store and secure the excess or reserve material and equipment as perworkplace procedures

3

Maintenanceand upkeep ofsupplies andequipments

PC22. Maintain and store housekeeping equipment and supplies 4PC23. Ensure upkeep and maintenance of tools, equipment, or machinery

provided for housekeeping duties3

PC24. Ensure rotation of linen and other consumable stock and return of oldstock for reprocessing

3

PC25. Ensure all machines and equipments are kept at safe place after use 3Total points 100Percentage for Assessment : Theory 40%

Practical 60%THC / N 0205 Supervise and monitor housekeeping services

Monitor andsupervise workofhousekeepingteam

PC1. Ensure appropriate equipments are used as per requirement of the areato be cleaned

2

PC2. Ensure cleaning of building floors by appropriate methods e.g. Sweeping,mopping, scrubbing, wiping or vacuuming

2

PC3. Ensure that the staff follows procedures for the use of chemical cleanersand power equipment to prevent damage to floors and fixtures

2

PC4. Ensure quality of services, cleaning, or supply to restrooms as per thestandard operating procedures

2

PC5. Ensure quality of cleaning w.r.t. Ceilings and walls using appropriatemethods and materials

2

PC6. Ensure quality of cleaning w.r.t. Sanitary fittings using appropriatemethods and materials

2

PC7. Ensure quality of cleaning w.r.t. Furniture and soft furnishings usingappropriate methods and materials

2

PC8. Ensure quality of cleaning w.r.t. Desktops and other instruments usingappropriate methods and materials

2

PC9. Ensure quality of cleaning w.r.t. Public areas using appropriate methodsand materials

2

PC10. Monitor and review the service to ensure that staff follow the correcthousekeeping procedures and the housekeeping service meets the needsof customers

4

PC11. Provide constructive feedback to individual staff and teams 4

PC12. Identify and address performance issues 4

PC13. Schedule housekeeping procedures to take place at intervals which aresuitable for maintaining the standards of the housekeeping service

4

PC14. Inform staff and customers about any changes to the service that mayaffect them

4

PC15. Ensure that waste is handled safely and according to instructions 2PC16. Make sure that waste containers are taken safely to the right collection

point and secured if necessary2

Ensure timelycompletion ofassigned duties

PC17. Ensure that the housekeeping services are completed as per laid downprocedures and timelines

3

PC18. Anticipate delays and re-assign resources well in time to ensure timelycompletion of duties

4

Monitor andmaintaintidiness &

PC19. Monitor the cleanliness and tidiness of the worksites 4

PC20. Ensure that all furniture and displays are arranged neatly as per thedefined guidelines and designs

3

cleanliness ofworksite anddisposal ofwaste

PC21. Ensure collection and disposal of waste according to instruction withoutcausing any spillage or clutter

2

PC22. Ensure segregation of waste as per the establishment standard 2

PC23. Ensure waste bags are changed regularly and promptly when full and toavoid foul smell

2

PC24. Ensure cleaning the waste bins 2Health andsafety atworkplace

PC25. Ensure that the staff including self wear appropriate ppe for all cleaningtasks

3

PC26. Ensure the safe use of appropriate cleaning agent and tools for cleaningglass and windows

3

PC27. Ensure the use of equipment and cleaning chemicals safely 3

PC28. Complete a basic safety hazard analysis including identifying anysuspicious items

2

PC29. Store dangerous substances safely 4

PC30. Carry out simple first aid procedures 3

PC31. Take appropriate action on the discovery of a hazard e.g. Fire 4

PC32. Use appropriate security procedures with regard to equipment andmaterials

3

PC33. Report incidents in accordance with establishment procedures and followemergency procedures in accordance with establishment guidelines

2

Handle on thejob conflictsand escalations

PC34. Handle day to day conflicts among the staff amicably 4

PC35. Report to senior supervisor as per escalation matrix in case of toughsituations and irreconcilable issues

3

PC36. Exhibits amicable response in most conflicting situations without using anyabusive gesture

2

Total points 100Percentage for Assessment : Theory 35%

Practical 65%THC / N 0206 Support individual and team performances

Monitor andsupportindividual andteamperformance

PC1. Monitor staffing levels to ensure adequate manpower availability forhousekeeping work

6

PC2. Monitor and review the service to ensure that staff follow the correcthousekeeping procedures and the housekeeping service meets the needsof customers

6

PC3. Provide constructive feedback to individual staff and teams 7

PC4. Identify and address performance issues 7

PC5. Schedule housekeeping procedures to take place at intervals which aresuitable for maintaining the standards of the housekeeping service

6

PC6. Inform staff and customers about any changes to the service that mayaffect them

7

PC7. Handle any unprofessional activity, staff absenteeism or negligence as perescalation matrix

5

Supportemployeetraining &development

PC8. Identify skill gaps in the team as well as individual housemen which hinderproductivity enhancement

6

PC9. Train staff on the required skills to remove/reduce skill gaps 6

PC10. Recognize and record expertise of staff for reference when allocating tasks 6

PC11. Assist staff to identify their own skills and knowledge in relation to currentjob roles and career development

7

PC12. Develop professional development options in consultation with staff 6

PC13. Organize regular skill enhancement sessions to keep the staff up-to-dateon latest technology and processes

5

Handle on thejob conflictsand escalations

PC14. Handle day to day conflicts among the staff amicably 7

PC15. Report to senior supervisor as per escalation matrix in case of toughsituations and irreconcilable issues

6

PC16. Exhibits amicable response in most conflicting situations without using anyabusive gesture

7


Practical 65%THC / N 0207 Report, record and prepare documentation

Fill up checklistsand registers asper procedure

PC1. Fill up checklists for assigned work areas to record status of work as perprocedure and timelines prescribed

5

PC2. Fill up checklists for equipment and machines provided for serviceabilityand maintenance

5

PC3. Fill up register or requisition for requirement of housekeeping supplies 5

PC4. Fill up register to record attendance as per duty roster 4

PC5. Fill up description of work carried out during the shift 6

PC6. Record unfinished tasks in the log book 6

PC7. Record deviations from the sop, if any, in the log book 6

PC8. Report any lost and found belongings 5

PC9. Report any incidents and accidents which need to be brought to the noticeof superiors

5

PC10. Ensure that the report draws valid conclusions from the presented data 4

PC11. Adopt the most suitable method of presentation 4Recordescalations andunresolvedproblems in thelog book

PC12. Record unresolved issues and other escalations in the log book 5

PC13. Record jobs related problems to supervisor for support 6

PC14. Monitor the problem and keep the supervisor informed about progress orany delays in resolving the problem

4

PC15. Refer the problem to a competent internal specialist if it cannot beresolved

6

Prepare reportsand documents

PC16. Prepare regular reports and documents as required by organization’sprocedures e.g. Occupancy report, duty roster etc

5

PC17. Prepare special reports as required from time to time by the management,e.g. Monthly consumption report of amenities etc.

5

PC18. Ensure that the report includes all necessary information and is accurate,clear and concise

5

PC19. Ensure the presentation of results conforms to relevant procedurescarried out

5

PC20. Present the report to the relevant people within agreed timescales, usingappropriate templates and formats

4


Practical 65%THC / N 0901 Give a positive impression of oneself and the organizationEstablisheffectiverapport withcustomers

PC1. Meet organisation's standards of appearance and behaviour 6PC2. Greet customers respectfully and in a friendly manner 6PC3. Communicate with customers in a way that makes them feel valued and

respected

5

PC4. Treat customers courteously and helpfully at all times 5

PC5. Keep customers informed and reassured 5

PC6. Adapt behaviour to respond effectively to different customer behaviour 5

Respondappropriatelyto customers

PC7. Respond promptly to a customer seeking help 5

PC8. Choose the most appropriate way to communicate with customers 5

PC9. Check with customers that their expectations have been fully understood 6

PC10. Respond promptly and positively to customers' queries and comments 6

PC11. Allow customers time to consider the response and give furtherexplanation when appropriate

5

Communicateinformation tocustomers

PC12. Recognize information that customers might find complicated and checkwhether they fully understand

6

PC13. Explain clearly to the customers any reasons why their needs orexpectations cannot be met

5

PC14. Refer the problem to a competent person/supervisor as per protocol if itcannot be resolved by the helpdesk

5

PC15. Obtain help or advice from supervisor/authorized person as per protocol ifthe problem is outside his/her area of

competence or experience

5

Escalations ofunresolvedproblems as perprotocol

PC16. Refer the problem to a competent person/supervisor as per protocol if itcannot be resolved by the helpdesk

5

PC17. Obtain help or advice from supervisor/authorized person as per protocol ifthe problem is outside his/her area of competence or experience

4

Provide interimfeedback tocustomer, incase of delays

PC18. Monitor the problem and keep the customer informed about progress orany delays in resolving the problem

5

Processcompliances

PC19. Comply with relevant legislation, standards, policies and procedures 6

Total points 100

Percentage for Assessment : Theory 35%

Practical 65%THC / N 0902 Work effectively with others

Working withothers

PC1. Communicate with other people clearly and effectively 6PC2. Integrate one’s work with other people’s work effectively 8

PC3. Receive information and instructions accurately from the supervisor andfellow workers, getting clarification where required

5

PC4. Pass on accurate information to authorized persons who require it andwithin agreed timescale and confirm its receipt

6

PC5. Pass on essential information to other people on timely basis 6

PC6. Consult with and assist others to maximize effectiveness and efficiency incarrying out tasks

7

PC7. Work in a way that shows respect for other people 6

PC8. Carry out any commitments made to other people 8

PC9. Identify any problems with team members and other people and take theinitiative to solve these problems

6

PC10. Follow the organisation’s policies and procedure 6

PC11. Display helpful behavior by assisting others in performing tasks in apositive manner

6

PC12. Display active listening skills while interacting with others at work 6

PC13. Use appropriate tone, pitch and language to convey politeness,assertiveness, care and professionalism

8

PC14. Demonstrate responsible and disciplined behaviors at the workplace 8

PC15. Escalate grievances and problems to appropriate authority as per 8

procedure to resolve them and avoid conflictTotal points 100

Percentage for Assessment : Theory 30%

Practical 70%THC / N 0903 Maintain a safe, hygienic and secure working environmentMaintainpersonal healthand hygiene

PC1. Maintain personal health and hygiene 2

PC2. Wear clean, smart and appropriate clothing, footwear and headgear 3

PC3. Keep hair neat and tidy and wear it in line with the organization’sstandards

2

PC4. Make sure any jewellery, perfume and cosmetics are in line with theorganization’s standards

2

PC5. Follow health and hygiene procedures in all the work at all times 3Maintain safeand secureenvironment

PC6. Keep a look out for hazards in the workplace 4

PC7. Identify any hazards or potential hazards and deal with these correctly 4

PC8. Report any accidents or near accidents quickly and accurately to theproper person

3

PC9. Follow safety procedures at the workplace 3

PC10. Practice emergency procedures correctly 4

PC11. follow the organization’s security procedure 4

PC12. Use protective clothing/equipment for specific tasks & work conditions 3

PC13. Identify job-site hazardous work and state possible causes of risk oraccident in the workplace

3

PC14. Carry out safe working practices while dealing with hazards to ensure thesafety of self and others state methods of accident prevention in the workenvironment of the job role

3

PC15. Inspect for faults, set up and safely use steps and ladders in general use 3

PC16. Lift heavy objects safely using correct procedures 3

PC17. Apply good housekeeping practices at all times 3

PC18. Identify common hazard signs displayed in various areas 2

PC19. Retrieve and/or point out documents that refer to safety at workplace 2Fire safety PC20. Use appropriate fire extinguishers on different types of fires correctly 3

PC21. Demonstrate rescue techniques applied during fire hazard 3

PC22. Demonstrate good housekeeping in order to prevent fire hazards 3PC23. Demonstrate the correct use of a fire extinguisher 3

Emergencies,rescue and first-aid procedures

PC24. Demonstrate how to free a person from electrocution, as per laid downprocedure

4

PC25. Administer appropriate first aid to victims where required eg. In case ofbleeding, burns, choking, electric shock, poisoning etc.

4

PC26. Demonstrate basic techniques of bandaging 2

PC27. Respond promptly and appropriately to an accident situation or medicalemergency in real or simulated environments

3

PC28. Perform and organize loss minimization or rescue activity during anaccident in real or simulated environments

3

PC29. Administer first aid to victims in case of a heart attack or cardiac arrestdue to electric shock, before the arrival of emergency services in real orsimulated cases

3

PC30. Demonstrate the artificial respiration and the cpr process 4

PC31. Participate in emergency procedures 3

PC32. Complete a written accident/incident report or dictate a report to another 2

person, and send report to person responsiblePC33. Demonstrate correct method to move injured people and others during an

emergency4


Practical 70%

contentspmkvyofficial.org/app_documents/qps/qp housekeeping supervisor.… · motivating...

Documents