ABC AWARDS LONDONLANKA SKILL DEVELOPMENT ACADEMY PVT LTD SRI-LANKA

REGESTRATION NUMBER 2419

Unit Reference NumberA/600/1094

•Qualification Approval forU0004-00 Employability ProgrammeU0005-00 ABC Unit Bank• 5/02/2014

What is employability

• Employability can be defined as:• ‘a set of achievements – skills, understandings

and personal attributes – that make graduates more likely to gain employment and be successful in their chosen occupations, which benefits themselves, the workforce, the community and the economy’

Employability

• • Employability is not the same as gaining a graduate job, rather it implies

something about the capacity of the graduate to function in a job and be able to move between jobs, thus remaining employable throughout their life.

• Understanding• Skilful practices (including deployment of skills)• Efficacy beliefs (including students views of themselves)• Meta-cognition (including self-awareness and a capacity to reflect on learning) •

Why is employability important?

• To students:• ‘A degree is no longer enough’• A degree is no longer enough to guarantee a graduate a satisfying future

career. • This is all the more true in light of the current economic climate. In many

sectors, recruiters are looking for 'work-ready' graduates with clear evidence of job specific skills in addition to high level graduate attributes.

• To have the competitive advantage in the job market, students need to have developed their employability throughout their time at University.

•

Why people go to work

• People usually work to get the things that they need to live.

• The most basic needs are food, clothing, and shelter.• In some places, people grow their own food, make their own clothes, and

build their own shelters, living much as their ancestors have for thousands of years.

• In other places people earn money to buy those things. • Work in industrialized, or developed, nations frequently takes place in

office buildings or factories,

A/600/1094HOUSEKEEPING AND GUEST SERVICE

• This unit is about the daily activities as part of the guest services role within the hospitality industry.

• The unit covers the cleaning requirements for bedrooms , bathrooms and commercial areas and safe and correct handling of cleaning materials used to service accommodation facilities.

1 know the purpose of guest services

•1.1 state how guest services meet customer

Needs

Guest service• Guest service is having someone from the hotel accessible when I need

them and being friendly while they do so.

It is also an attitude: smiling faces, welcoming words. There is nothing worse than going into a place and being coldly greeted by the host or not greeted at all. It's such a turn off. Also someone who is knowledgeable about the hotel and surrounding areas.

• Tourists will likely have questions, it's frustrating when employees don't know the answers.

But above all it means having a genuinely positive attitude and willing to go out of you way to help a guest.

Guest

• Guest may stay in an establishment for convenience.

• For pleasure.• IN EACH CASE THEY WILL REQUIRED :• COMFORT, GOOD FOOD AND SERVICE.

PROVISION OF HOUSEKEEPING DEPARTMENT

NEED• GOOD PLANNING AND

ORGANISATION THROUGHOUT THE HOUSE

HOUSEKEEPING STAFF

• HOUSEKEEPING STAFFARE MAIN IN HOSPITALITY INDUSTRY TO IMPRESS GUESTS SERVICE.• IF ORGANISATION OF

HOUSEKEEPING FAILS. • IT WILL AFFECT THROUGHOUT THE

HOTEL.

IMPRESSION

• MADE ON THE GUEST CAN BE IMPROVED AND THE WORK OF THE STAFF MADE MUCH EASIER .

• CAREFUL INITIAL PLANNING OF THE BUILDING FURNISHING AND FITTINGS

INCONVENIENCE AND ANNOYANCE TO THE GUESTS AND STAFF CAUSED

• Insufficient or badly placed lifts.• To small service rooms• Badly placed linen chutes or rubbish chutes.• Bad electric wiring.• Insufficient lighting and electric sockets.• Badly placed furniture and fittings• Insuffiocient washing and bathing

accommodation.

Guest Service at reception

Waiter waiting for guest to arrive.Good smile takes long way

Guest bedroom ready

Waiter taking guest shopping

Receptionist shouting at telephone

Customer needs

• Customers are your main selling people of your industry.

• What ever customer needs must provide as soon as possible.

• If you delay or go home because your shift is finished , you will loose the customer

Customer needs

• 1. Friendliness• Friendliness is the most basic of all customers needs,

usually associated with being greeted graciously and with warmth.

• We all want to be acknowledged and welcomed by someone who sincerely is glad to see us.

• A customer shouldn’t feel they are an intrusion on the service provider’s work day!

Understanding

• Customers need to feel that the service person understands and appreciates their circumstances and feelings without criticism or judgment.

• Customers have simple expectations that we who serve them can put ourselves in their shoes, understanding what it is they came to us for in the first place.

Fairness

• We all need to feel we are being treated fairly. Customers get very annoyed and defensive when they feel they are subject to any class distinctions.

• No one wants to be treated as if they fall into a certain category, left wondering if “the grass is greener on the other side” and if they only received second best.

Control

• Control represents the customers’ need to feel they have an impact on the way things turn out.

• Our ability to meet this need for them comes from our own willingness to say “yes” much more than we say “no.”

• Customers don’t care about policies and rules; they want to deal with us in all our reasonableness.

Options and alternatives

• Customers need to feel that other avenues are available to getting what they want accomplished. They realize that they may be charting virgin territory, and they depend on us to be “in the know” and provide them with the “inside scoop.”

• They get pretty upset when they feel they have spun their wheels getting something done, and we knew all along a better way, but never made the suggestion.

Information

• Tell me, show me – everything!” Customers need to be educated and informed about our products and services, and they don’t want us leaving anything out!

• They don’t want to waste precious time doing homework on their own – they look to us to be their walking, talking, information central.

Customer Services Complaints• Unhappy customers are bad news for any company, and it

only takes one of them to shatter a perfectly good day at work for everyone.

• It only takes one of them to steer many more prospective customers away from you.

• Unhappy customers have their reasons. Some don’t feel well, some have unrealistic expectations, and others may just have lousy dispositions. However, we must be honest;

Listen Intently

• Listen to the customer, and do not interrupt them. • They need to tell their story

and feel that they have been heard.

Thank Them

• Thank the customer for bringing the problem to your attention.

• You can’t resolve something you aren’t completely aware of, or may be making faulty assumptions about.

Apologize

• Sincerely convey to the customer your apology for the way the situation has made them feel. • This is not the time for preachy

reasons, justifications or excuses; you must apologize.

Seek the Best Solution

• Determine what the customer is seeking as a solution.

• Ask them; often they’ll surprise you for asking for less than you initially thought you’d have to give—especially when they perceive your apology and intention is genuinely sincere.

Reach Agreement:

• Seek to agree on the solution that will resolve the situation to their satisfaction.• Your best intentions can miss the

mark completely if you still fail to deliver what the customer wants.

Take Quick Action:

• Act on the solution with a sense of urgency. Customers will often respond more positively to your focus on helping them immediately versus than on the solution itself.

Follow-up

• Follow-up to ensure the customer is completely satisfied,

problem

• Problems happen. • It’s how you honestly acknowledge and

handle them which counts with people. Customers will remember you, and happily give you another chance to delight them when you choose to correct problems with the very best you can offer, proving you value them and their business.

1.2 Role of guest services in maintaining security

• All staff should be security minded and report anything of a suspicious nature.

• Many establishments eg: hotels and hospitals have one or more security officers.

• To prevent crime and to protect guest and their staff from such dangers as:

• THEFT• FIRE OR ASSULT

SECURITY

• DEALING WITH BOMB THREATS AND THE EVACUTION OF THE ESTABLISHMENT IF NECESSARY.

• ARRANGE KEY CONTROL AND PROCEDURE REGARDING LOST PROPERTY.

• SECURITY OFFICER ACCOMPANY STAFF AND GUESTS WHEN THEY GO TO THE BANK.

HOUSEKEEPERS AND STAFF

• GOOD HALL PORTERS BE EXPERIENCE GET TO RECOGNISE PEOPLE .Who gave trouble in past.

• Time keeper keeps an eye on the back door and staff comings and goings.

• Night all doors should be locked except fire doors which open from inside out.

Housekeeper and staff

• They also must be security minded .• If a thief wants to get into a room its not

difficult for him to gain admittance by telling the maid he has a repair job to do , that he has come to collect some articles ,

• The flowers he is carrying are for a certain room or that he has forgotten to collect his key.

Maid

• Should be instructed to keep a look out for suspicious people and warned against opening doors for strangers.

• When such request are made she must say that she cannot unlock the door but will fetch the housekeeper.

• Who should check the name of the guest with reception.

Maid duty against security

• Maids should be instructed to lock all doors on leaving a room and remove all keys left in doors immediately they are seen and hand them to the housekeeper.

• Who will return them according to house custom

Management

• Has certain responsibilities for safety of the guest belongings, the proper care of key is very important aspect of security.

Key system

• In hotels there are :• Grand master key:• Sub master key: • Individual room keys.

Grand master key

• Opens and in addition double lock doors against all other keys.

• IN SOME HOTELS THIS KEY IS HELD BY THE DUTY MANAGER ONLY.

• Used when access to a room has to be prevent6ed as in case of a death .

• Guest leaves his/her belongings and goes away for a night or two.

Master key

• Opens all rooms in the house are carried by assistant housekeeper.

• While they are on duty and loss of this key may result in dismissal.

Sub-master key

• Sub-master key or floor key is carried by room maids and opens all rooms on her floor or section..

• She hands it in when she goes off duty and all keys are checked by duty housekeeper and locked away at night according to house custom

1.3 State the importance of communication with other departments

• Hotel’s housekeeping operation, understand the various processes and procedures that the department performs to provide efficient service for hotel guests, and recognize the inter-relationships between the housekeeping department and other departments in a hotel.

1.3

• The role of the housekeeping department in hotel operations, and explain the importance of effective communication between housekeeping, the front office, and the engineering and maintenance division.

• To be able to identify typical cleaning responsibilities of the housekeeping department, and explain how area inventory lists, frequency schedules, performance standards, and productivity standards are used to plan and organize the housekeeping department.

Housekeeper

• Housekeepers in the hotel industry are responsible for keeping the facility clean, safe and comfortable for guests. Their jobs include cleaning rooms, changing bedding, cleaning all bathrooms, replacing toiletries, cleaning common areas, doing laundry and ensuring a clean overall appearance. These individuals may also be required to assist in other areas of the hotel.

• They include all levels of housekeeping, from assistants to supervisors and executive housekeepers. It is important to have housekeeping available 24 hours per day seven days per week for guests in the hotel industry

2.1 Identify job roles within Guest service

• Greet and register incoming guests. - Process guest folios and collect payment. - Administer and manage cash handling responsibilities. - Handle guest requests and concerns promptly and with courtesy. - Assist guests with any inquiries regarding local entertainment, restaurants or transportation. - Maintain efficient and effective flow of information with guests and all internal departments. - Handle additional duties as needed by guests or manager

2.2 describe the responsibilities of different job roles in guest service

• Administer check in of all guests and maintain record of all special requests at time of arrival.

Attend all phone calls and provide all appropriate information to guests and perform pre assignment of all rooms to guests as well as VIP evaluate all activities of guest services at end of shift.

2• Determine and ensure compliance to all key control policies and manage

all safe deposit boxes for guests.

Coordinate and assist concierge in all services to guests and maintain knowledge on all emergency procedures and evaluate all credit limit report on everyday basis and manage room availability efficiently.

Evaluate everyday status of all hotels and coordinate with various departments such as reservation, sales and valet to ensure optimal level of guest satisfaction.

Manage and greet all customers efficiently, monitor and resolve all requests and provide all required information such as room rate and directions and assist all in registration process.

3• Monitor all check ins and provide guest with room keys, certificates and coupons in

welcome folder and evaluate all credit card details prior to acceptance.

Maintain records of all vouchers and travelers checks and maintain knowledge on all currency conversion rates and provide inputs for same.

Manage all communication with guests and ensure satisfaction at time of check out and monitor all packages and faxes for guest and divert same to guest room.

Administer all guest complain and resolve all issues appropriately and within time limit.

Maintain attendance for all employees and ensure conduct of same on regular basis. Administer all registration process for guests and maintain record of all personal information and ensure staff member to accompany guest to room.

3.1 correctly select use and store routine cleaning materials and equipment

• Work areas maintained in a safe, uncluttered and organized manner according to store policy.

• All routines carried out safely, effectively and efficiently with minimum inconvenience to customers and staff, according to store policy.

• Store policies and procedures for tidying work areas and placing items in designated areas applied.

• Store policies and procedures for personal hygiene applied. • Store policies and procedures applied for cleaning of work area. • Waste promptly removed and disposed of according to store policy and legislative

requirements. • Spills, food, waste, or other potential hazards reported to appropriate personnel and

removed from floors according to store policy and legislative requirements. • Signage promptly displayed in regard to unsafe areas. • Equipment and consumable materials maintained and stored correctly after use. • Tools and equipment (including guards) cleaned and used in accordance with manufacturer's

instructions and legislative requirements.

3.2Select suitable personal protective equipment (PPE)

What is PPE?PPE is defined in the Regulations as ‘all equipment (including

clothingaffording protection against the weather) which is intended to

be worn orheld by a person at work and which protects him against one or

more risks tohis health or safety’, eg safety helmets, gloves, eye protection,

high-visibilityclothing, safety footwear and safety harnesses.

3.3 Maintain and service public areas ,toilets, and washrooms/bathrooms and bedrooms in accordance with

organizations specifications.

• Nowadays image and cleanliness is vital, not only in the home but also in industry, business, public service, and in the hospitality industry.

• Gone are the days when smelly and grubby toilets and washrooms were common.

Sanitary Accommodation

The cleaning and maintenance of toilets, bathrooms and washrooms require high standards of hygiene to be maintained.

The maintenance of these standards may necessitate the cleaning of these areas several times a day, depending on the degree of soil age and usage.

Deep Cleaning Service

Cleaning companies normally professionally trained and uniformed technicians, equipped with specialist tools and materials, including superheated steam cleaners arrive on a scheduled basis to provide an unrivalled deep cleaning service to:

1

• Remove all uric acid scale, mineral and organic build-up from the inside of toilet bowls, urinals and flush rims.

• To ensure that all scale and deposits are removed an inspection mirror is used to check underneath flush rims and other hidden areas.

2

• Extensively soiled toilets - After treatment to remove scale, stains and odours, high-pressure hot steam and detergents are used to clean all surfaces and appliances, including stud retaining bolts, toilet seats, hinges and flush tanks.

• 3. Eradicate the source the unpleasant odours, which commonly exist in well used or neglected toilet facilities.

4

• 4. All toilet surfaces are treated with a concentrated germicidal sterilisation spray, which will eliminate growth of pathogenic flora and completely eliminate harmful bacteria.

• 5. Where urinal screens are installed they will also be cleaned and sterilised.

• 6. Clean and sanitise all wash hand basins, Lime scale is removed from every tap and bathroom fitting, and they are polished to a high sheen. Wall tiles are scrubbed, sanitised and left spotless.

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• 7. Supply, install and maintain air freshener, which will provide a constant fragrance that will appeal to the user.

• 8. Supply and install durable soap dispensing equipment, which also includes a supply of soft hand soap.

• 9, Supply hand drying facilities , especially paper towel.

• 10. Clean and maintain all walls, mirrors, and floors.

Service bathrooms and bedrooms

• Tools• It’s important to have the right tools when you’re

cleaning: • It’ll make the job easier and save time.• Have a cleaning trolley where I keep all of my

supplies close at hand when you work. • In the trolley, keep all necessary cleaning materials.

Cleaning Chemicals

How to clean Bathrooms

• No one likes cleaning the bathroom, but by keeping up with it, the job becomes much less painful.

• Read on for some tips in efficiency in keeping your surfaces, walls, floor, shower and toilet sparkling clean.

Preparing to clean

1

• Remove all the items that don't belong in your bathroom.

• Take out everything that doesn't belong, such as clothes, cups, and trash. Also move out any little side tables or movable storage cabinets so that you can clean under them.

Remove Mould in Minutes

• Remove and prevent mould - FAST Stop damp patches on your walls.

Pour some bleach or another disinfectant into the toilet bowl

Dust

• In general, when cleaning any room, start from the top down. Clean cobwebs in the corners of the bathroom, and brush other dust and dirt directly onto the floor to sweep up later. A duster works great for this, but you can also use the broom.If you've got delicate wallpaper, wrap the bristles in some toilet paper or paper towel and slightly wet it to

Apply any scrub powder

• Apply any scrub powder to especially dirty areas. If you've got lime and build-up in the tub, sink, or around faucets, damp those areas slightly and sprinkle with scrubbing powder like Comet. Letting it sit for 10-15 minutes while you do other things will help to work loose the dirty patches and make your scrubbing go much more smoothly.Be sure to read the label and ensure that you're using an appropriate product and won't damage your surfaces. Test it out on a non-visible spot before you actually use it.

Cleaning Surface

Clean Surface

• Clean the walls, windows and/or ceiling. • If you have mold on the ceiling start with spraying a water

bleach/disinfectant solution on it and let it rest for a couple of minutes, do the same with the walls ( if they are tiles) or use another cleaning product. With a sponge or a clean rag, scrub the tile surfaces you've sprayed.

• Rinse it carefully to avoid any stripes and dry it with a clean rag.

• It's a good idea to wear rubber gloves while you're scrubbing, to keep your hands from drying out if you're using harsh products.

Clean the Shower• Clean the shower. Spray cleaning product on the shower walls, and the shower head and let

it rest for a couple of minutes. Spray cleansers made especially for getting rid of soap scum work very well on tubs that haven't been cleaned in a while.For hard water areas that are prone to green and rust-colored stains, a cleanser made for eliminating calcium, lime and rust is probably what you need. Never use abrasive cleaners or green abrasive scrub pads or steel wool on porcelain fixtures, as they will quickly dull the finish.

• Soak the showerhead. If eventually the showerhead becomes quite clogged with hard water build up or soap scum, you can remove it and soak it overnight in a vinegar/water mixture, and then clean with a toothbrush.

• Go back over the shower and scrub the walls, faucet and shower head, rinse well with the hottest water and or dry with a towel. You can shine the faucet with a paper towel or a towel.

• Don't forget the shower curtain; it is also prone to mildew. A solution of about 2/3 water, 1/3 bleach in a spray bottle can be handy for getting rid of mildew spots. Or you can take it down and wash it in hot water with a small amount of soap and bleach.

Clean the sink and counter area.• Scrub all the soap scum and tooth paste off with a small amount

of cleaner, rinsing your sponge thoroughly as you go along. [1] An old toothbrush or cotton swabs can be handy for getting the junk out from between the tap and handles.Be sure never to clean the sink and counter area with the same rag or paper towel you used to clean the toilet. This can spread leftover disease-causing germs to your sink and counter area. To prevent this you can use a specific rag which you use to clean only the toilet.

• Wipe off the fronts and tops of cabinets and drawers. You'll probably want to use hot, soapy water for this purpose. If you're worried about germs on these surfaces, add a bit of bleach to your soapy water.

Clean the mirror

• Use cleaner, rinse it and wipe the excessive water off with a towel or squeegee.

• To add a shine to your mirror add a bit vinegar to the water.

Clean the exterior of the toilet

• Wipe the outside, starting with the flush handle so as not to re-contaminate it, with a cloth soaked in disinfectant cleaner.

• Thoroughly wash and rinse all exterior surfaces of the toilet bowl, including the underside and flared base, the top and underside of the seat and lid, and the hinges and their mounting area with a cloth and detergent or similar cleaner.

• Don't forget to use a cloth specially assigned for cleaning the toilet, or a paper towel (throw it away, don't flush it).

Scrub the bowl with a toilet brush

• Scrub the bowl with a toilet brush and flush. You probably won't have to scrub hard: let the soapy water and patience dissolve the problem.

• Coat the inside of the bowl with a viscous acidic cleaner generally sold in an angle-necked bottle.

• Take special care to cover the entire inside edge of the rim; it'll run down toward other areas.[

• Allow the cleaner to soak for half an hour or more before scrubbing the entire bowl including under the rim with a toilet bowl brush, let it soak a little longer after it's been well-distributed though thinned by the initial scrubbing, then scrub some more and flush it away.

Sweep and mop the floor

Start with the farthest point from the door. Sweep up all the dust and debris you've cleaned so far and let fall on the floor, then mop using hot soapy bleach water. Remember to rinse the floor with clean water to remove slippery soap residue. Be sure to get along the sides of your toilet bowl where it is anchored to the floor. This area is notoriously dirty. Don't forget to clean the base boards or base molds these places usually accumulates a lot of dust.

Keeping the Bathroom Clean

• Run the fan. Keeping your bathroom ventilated will discourage the growth of mildew, keeping your big cleaning sessions few and far between. Always run the fan after you get out of the shower, to dry out the bathroom and keep the moisture from clinging.

wipe

•Wipe down the shower after you use it. To make sure mold and mildew doesn't build up in the shower in between big cleaning sessions, take time to wipe it down every time you take a shower.

• Combined with running the fan, this should keep your bathroom mildew free.

Keep it tidy

• Keep it tidy. Much of what we call "mess" is really just clutter. If clothes accumulate in your bathroom, put a hamper, or even a cardboard box in the bathroom to collect dirty clothes. Use a toothbrush holder or a cup to keep your toothbrushes in order.

• Keep other supplies in an old shoebox under the sink to keep the surface tidy.

Use the toilet brush

• Use the toilet brush. Even if it doesn't look dirty, minerals in the water can stain the bowl, so it's a good idea to brush the toilet down with a sturdy toilet brush fairly regularly.

• If you do this even just once a week, your bigger cleanings will be much easier and infrequent.

Wash

• Wash toothpaste down. Toothpaste stains and build up in the sink and even on the mirror can make a bathroom look dirtier than it needs to be. Make sure you clean up after your toothpaste, washing it down and rinsing the sink out, then drying the bowl of the sink when you're finished.

Organizations' specifications

• Always use organization’s specifications also use cleaning schedules.

• What to be clean?• When to clean?• Health and safety very important