certifcate course in basic housekeeping skills … · page | 1 certifcate course in basic...
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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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