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CERTIFCATE COURSE IN HOUSEKEEPING

CURRICULUM/SYLLABUS

This program is aimed at training candidates for the job of a “Housekeeping Supervisor”, in the “Tourism and

Hospitality” Sector/Industry and aims at building the following key competencies amongst the learner

1. Plan & prepare for housekeeping services 6. Work effectively with others

2. Supervise and monitor work 7. Maintain safe, hygienic and secure environment

3. Support individual team performance

4. Report, record and prepare documentation

5. Give a positive impression of oneself and the organization

This course encompasses 7 out of 7 National Occupational Standards (NOS) of “Housekeeping Supervisor”

Qualification Pack issued by “Tourism and Hospitality Skill Council”.

S. No

Topic/Module Duration (in Hours)

Key Learning Outcomes

Corresponding NOS Code

1. Plan & prepare for housekeeping services

Identify and prepare for the housekeeping requirements for different areas to be cleaned

Identify workplace procedures for housekeeping for the allocated area

o Range of buildings covered are:

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

institution hospital

Ensure that the data and information received is complete and correct

o Information/documents may include:

duty roster material indent sheet material safety data

sheets manufacturers’

instructions concerning the use and servicing of

THC/ N 0204

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equipment and consumables

supplier and/or client instructions

Ensure specific requirements for housekeeping activities in different parts of the work area are identified and understood

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

Identify correct personal protective equipment (PPE)

o Personal protective equipment may include:

gloves safety headwear and

footwear safety glasses two-way radios high visibility clothing

Ensure availability of staff as per standard operating procedure

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

Ensure staff are aware of the standard of behaviour acceptable to the organization

Roster and monitor staffing levels and workload

Roster staff according to workplace needs, anticipated peaks and relevant legislation

o Potential rostering and staffing issues include:

staff shortages unplanned leave and

staff absenteeism skill levels of

workforce

Allocate staff and brief them on duties, relevant procedures and any variations relating to their work routines

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Monitor staff workload and assist staff to prioritize workloads according to work requirements

Take corrective action according to staff availability and workplace policies and procedures

o Range of strategies for addressing staff availability includes:

revising work schedules

reallocating tasks calling in additional

staff reporting staffing

issues to appropriate personnel

Maintain staffing levels and rosters according to budget requirements

Provide feedback on rostering and staffing issues to appropriate personnel as required

Obtain, store, maintain and distribute equipment, tools and consumables required for the job

Identify various cleaning chemicals, tools, equipment and machinery required for the housekeeping activities

o Materials, tools and equipment 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

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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

Prepare material indent sheet as per requirement of the area to be cleaned and pre-determined quantity levels

Collect the material required from housekeeping store or the site supervisor as per the material indent sheet

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

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

Ensure appropriate clean linen is transported to user locations using

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appropriate equipment and safe handling techniques

Store and secure the excess or reserve material and equipment as per workplace procedures

Maintenance and upkeep of supplies and equipment

Maintain and store housekeeping equipment and supplies

Ensure upkeep and maintenance of tools, equipment, or machinery provided for housekeeping duties

Ensure rotation of linen and other consumable stock and return of old stock for reprocessing

Ensure all machines and equipment are kept at safe place after use

2. Supervise and Monitor Housekeeping Services

Monitor and supervise work of housekeeping

team

Ensure appropriate equipment are used

as per requirement of the area to be

cleaned

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)

Ensure that the staff follows procedures

for the use of chemical cleaners and

power equipment to prevent damage

to floors and fixtures

Ensure quality of services, cleaning, or

supply to restrooms as per the standard

operating procedures

THC / N 0205

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Ensure quality of cleaning w.r.t. ceilings

and walls using appropriate methods

and materials

Ensure quality of cleaning w.r.t. sanitary

fittings using appropriate methods and

materials

Ensure quality of cleaning w.r.t.

furniture and soft furnishings using

appropriate methods and materials

Ensure quality of cleaning w.r.t.

desktops and other instruments using

appropriate methods and materials

Ensure quality of cleaning w.r.t. public

areas using appropriate methods and

materials

Monitor and review the service to

ensure that staff follow the correct

housekeeping procedures and the

housekeeping service meets the needs

of customers

Provide constructive feedback to

individual staff and teams

Identify and address performance

issues

Schedule housekeeping procedures to

take place at intervals which are

suitable for maintaining the standards

of the housekeeping service

Inform staff and customers about any

changes to the service that may affect

them

Ensure that waste is handled safely and

according to instructions

Make sure that waste containers are

taken safely to the right collection point

and secured if necessary

Ensure timely completion of assigned duties

Ensure that the housekeeping services

are completed as per laid down

procedures and timelines

Anticipate delays and re-assign

resources well in time to ensure timely

completion of duties

Monitor and maintain tidiness & cleanliness of

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worksite and disposal of waste

Monitor the cleanliness and tidiness of

the worksites

Ensure that all furniture and displays

are arranged neatly as per the defined

guidelines and designs

Ensure collection and disposal of waste

according to instruction without

causing any spillage or clutter

Ensure segregation of waste as per the

establishment standard

Ensure waste bags are changed

regularly and promptly when full and to

avoid foul smell

Ensure cleaning the waste bins

Health and Safety at Workplace

Ensure that the staff including self-wear

appropriate PPE for all cleaning tasks

Ensure the safe use of appropriate

cleaning agent and tools for cleaning

glass and windows

Ensure the use of equipment and

cleaning chemicals safely

Complete a basic safety hazard analysis

including identifying any suspicious

items

Hazards in the work area may include

exposure to: chemicals dangerous or

hazardous substances movements of

equipment, goods and materials

Store dangerous substances safely

Carry out simple first aid procedures

Take appropriate action on the

discovery of a hazard e.g. fire

Use appropriate security procedures

with regard to equipment and materials

Report incidents in accordance with

establishment procedures and follow

emergency procedures in accordance

with establishment guidelines

Handle on the job conflicts and escalations

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Handle day to day conflicts among the

staff amicably

Report to senior supervisor as per

escalation matrix in case of tough

situations

and irreconcilable issues

Exhibits amicable response in most

conflicting situations without using any

abusive gesture 3. Support individual

and team performance

Monitor and support individual and team

performance

Monitor staffing levels to ensure

adequate manpower availability for

housekeeping work

Monitor and review the service to

ensure that staff follow the correct

housekeeping procedures and the

housekeeping service meets the needs

of customers

Provide constructive feedback to

individual staff and teams

Identify and address performance

issues

Schedule housekeeping procedures to

take place at intervals which are

Suitable for maintaining the standards

of the housekeeping service

Inform staff and customers about any

changes to the service that may affect

them

Handle any unprofessional activity, staff

absenteeism or negligence as per

escalation matrix

Support employee training & development

Identify skill gaps in the team as well as

individual housemen which hinder

productivity enhancement

Train staff on the required skills to

remove/reduce skill gaps

Recognize and record expertise of staff

for reference when allocating tasks

Assist staff to identify their own skills

and knowledge in relation to current

job roles and career development

THC / N 0206

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Develop professional development

options in consultation with staff

Organize regular skill enhancement

sessions to keep the staff up-to-date on

latest technology and processes

Handle on the job conflicts and escalations

Handle day to day conflicts among the

staff amicably

Report to senior supervisor as per

escalation matrix in case of tough

situations and irreconcilable issues

Exhibits amicable response in most

conflicting situations without using any

abusive gesture

4. Report, record and

prepare documentation

Fill up checklists and registers as per procedure

Fill up checklists for assigned work

areas to record status of work as per

procedure and timelines prescribed

o 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

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

THSC / N 0207

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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

Adopt the most suitable method of

presentation

Record escalations and unresolved problems in

the log book

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 reports and documents

Prepare regular reports and

documents as required by

organization’s procedures e.g.

Occupancy report, duty roster etc

o 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

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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

Prepare special reports as required

from time to time by the management,

e.g. monthly consumption report of

amenities etc.

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 5. Give customers a

positive impression of oneself and the organization

Establish effective rapport with customers

Meet organisation's standards of appearance and behaviour

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 appropriately to customers

Respond promptly to a customer seeking help

THC / N 0901

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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

Communicate information to customers

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

Escalations of unresolved problems as per protocol

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

Provide Interim feedback to customer, in case of delays

Monitor the problem and keep the customer informed about progress or any delays in resolving the problem

Process Compliances

Comply with relevant legislation, standards, policies and procedures

6. Work effectively with others

Working with others

Communicate with other people clearly and effectively

o Etiquettes may include: use appropriate titles

and terms of respect use polite language do not eat or chew

while talking

THC / N 0902

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Integrate one’s work with other people’s work effectively

Receive information and instructions accurately from the supervisor and fellow workers, getting clarification where required

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

Pass on essential information to other people 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

o Behaviours may include: punctuality completing tasks as

per given time and standards

not gossiping and idling time

eliminating waste integrity

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

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procedure to resolve them and avoid conflict

7. Maintain a safe, hygienic and secure working environment

Maintain personal health and hygiene

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

Good housekeeping practices may include:

o clean/tidy work areas o removal/disposal of waste

products o protect surfaces

Maintain safe and secure environment

Keep a look out for hazards in the workplace

o Various kinds of hazards: relating to equipment relating to areas where

one works relating to personal

clothing o Ways of dealing with

hazards: putting them right by

self reporting them to

appropriate colleagues warning other people

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

THC / N 0903

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Follow the organization’s security procedure

Use protective clothing/equipment for specific tasks & work conditions

o Personal protective equipment/clothing: gloves safety headwear and

footwear safety glasses

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 to ensure the safety of self and others state methods of accident prevention in the work environment of the job role

o 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 supply when 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

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

o 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

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

o General health and safety equipment includes: fire extinguishers, first aid equipment, safety instruments and

clothing, safety installations, e.g.

.fire exits, exhaust fans o Fire safety PC20. use

appropriate fire extinguishers on different types of fires correctly

o Causes of fires: heating of metal spontaneous ignition sparking electrical heating casual fires (smoking,

welding etc.) chemical fires

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o Fire extinguishers: sand water foam CO2 dry chemical powder

(DCP)

Demonstrate rescue techniques applied during fire hazard

Demonstrate good housekeeping in order to prevent fire hazards

Demonstrate the correct use of a fire extinguisher

Emergencies, rescue and first-aid procedures

Demonstrate how to free a person from electrocution, as per laid down procedure

Administer appropriate first aid to victims where required e.g. in case of bleeding, burns, choking, electric shock, poisoning etc.

Demonstrate basic techniques of bandaging

Respond promptly and appropriately to an accident situation or medical emergency in real or simulated environments

o Emergency procedures include: raising alarm safe/efficient

evacuation correct means of

escape correct assembly point roll call correct return to work

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

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Participate in emergency procedures

Complete a written accident/incident report or dictate a report to another person, and send report to person responsible

o 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

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 minimum requirement of Infrastructure and equipment list to run this program is as per the

annexure attached.

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ANNEXURE

1. 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

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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

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)

1

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3. Equipment’s For Housekeeping- Guest Room/Mock Room

FURNITURE PER ROOM:

1. Bed with side tables 2 Nos.

2. Single sofa chair with upholstery or small size two seat sofa 1 No.

3. Glass top tea table/coffee table 1 No.

4. Study chairs 2 Nos.

5. Mirror with dressing table & drawers }

6. Luggage rack } 1 No.

7. Wardrobe }

8. Shelf over fridge for glasses & thermos }

LIGHT ELECTRICAL EQUIPMENT & PAINTING :

1. Geyser (20 ltrs.)

1 No.

2. Table lamp

1 No.

3. Pedestal lamp 1 No.

4. TV with remote 1 No. 5. Mini fridge

1 No.

6. Painting/wall hangings 2 Nos.

7. Thermos flask 1 No.

FURNISHING & LINEN:

1. Sheer Curtain

1 No.

2. Heavy Curtain

1 No.

3. Cushions for sofa chair 4 Nos.

4. Double bed sheet 2 Nos.

5. Pillow covers 4 Nos.

6. Bed cover

1 No.

7. Bath towel 2 Nos.

8. Hand towel 2 Nos.

9. Bath mat 1 Nos.

OTHER ITEMS:

1. Shower curtain

}

2. Towel rack with pull up type cloth lining } 1 No.

3. Telephone }

4. Door bell }