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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.

6. To demonstrate how to clean pantry and canteen area

2. To clean floors, toilets & bathrooms manually and replenish supplies

7. To report, record and prepare documentation required for the smooth function of the role

3. To clean furniture, fittings and other vertical surfaces manually

8. To give a positive impression of oneself and the organization

4. To demonstrate how to maintain any area assigned, neat and tidy

9. To work effectively with others

5. To efficiently collect various types of wastes and dispose them properly

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

Introduction to the Sector and subsectors

Introduction to the trade

Importance and role of a Housekeeping Attendant

2. Prepare for performing housekeeping operations manually

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

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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 3. Clean floors, toilets

& bathrooms manually and replenish supplies

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

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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

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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

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

THC / N 0216

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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

6. Collect and dispose waste properly

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

THC / N 0217

7. Clean pantry and canteen area

Fill up checklists for assigned work areas to record status of work as per procedure and timelines prescribed

THC / N 0218

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8. Report, record and prepare documentation

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

THC / N 0207

9. Give a positive impression of oneself and the organization

Meet organisation's standards of

appearance and behaviour

THC / N 0901

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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

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10. Work effectively with others

Communicate with other people clearly and

effectively

Integrate one’s work with other people’s

work effectively

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

Escalate grievances and problems to appropriate authority as per procedure to resolve them and avoid conflict

THC / N 0902

11. Maintain safe, hygienic and secure environment

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

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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

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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.

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ANNEXURE: Infrastructure and Equipment list

Standards for infrastructure facility which needs to be complied

S. No.

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 Arrangement of Equipment

Should be Displayed with proper 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

Arrangement of Books Should be Displayed with proper

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

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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. If Skill Labs are out of premise

MoU or Contract with concerned organization

Per Job Role

B7. Agreements of On Job Training

MoU with Concerned Organization

Per Job Role

C. Training Aids Per Skill Center

C1. Black-board/ White-board/ Smart Board

01 board Per class room &

Skill lab C2. Chalk/Marker Sufficient

C3. Duster 01

C4. Computer/Laptop facility with Internet min. speed of 01 Mbps

05

Per Skill Center C5. Projector facility 01

C6. Speaker facility 01

C7. Charts/Posters Properly Displayed Per class room & Skill lab

C9. Printer/ Photocopy/ Scanner Facility

1 Per Skill Center

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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 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)

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