Learner name:

Learner number:

K/502/9561UT30980

Supervise housekeeping operations

By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements have been achieved under specified conditions and that the evidence gathered is authentic.

This statement of unit achievement table must be completed prior to claiming certification.

Unit code Date achieved Learner signature Assessor initials

IV signature (if sampled)

Assessor name Assessor signature Assessors initials

Assessor number (optional)

Assessor tracking table

Statement of unit achievement

All assessors using this Record of Assessment book must complete this table. This is required for verification purposes.

VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy, Hospitality and Catering and Sport and Active Leisure sectors, with over 45 years of experience.

VTCT is an awarding body regulated by national organisations including Ofqual, SQA, DfES and CCEA.

VTCT is a registered charity investing in education and skills but also giving to good causes in the area of facial disfigurement.

UT30980Supervise housekeeping operations

The aim of this unit is to develop your knowledge, understanding and practical skills when dealing with the preparation, supervision and review of housekeeping operations. You will learn about housekeeping requirements, for example, equipment and supplies, preparing staff rotas, briefing staff, and collecting customer feedback.

UT30980_v7

GLH

Credit value

Level

NOS

Observation(s)

External paper(s)

30

4

3

HSL17

2

0

On completion of this unit you will:

Learning outcomes

Evidence requirements

UT30980

1. Be able to supervise housekeeping operations

2. Understand the requirements of housekeeping operations

3. Understand how to supervise housekeeping operations

4. Understand the importance of monitoring and reviewing housekeeping services

You need to meet the same standard on a regular and consistent basis. Separating the assessments by a period of at least two weeks is recommended as competence must be demonstrated on a consistent and regular basis.

4. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used.

5. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes in this unit. All outcomes must be achieved.

6. External paper There is no external paper for this unit.

1. Environment Evidence for this unit should be gathered within the workplace, however, you may be assessed within an approved realistic working environment (RWE) that meets People 1st’s criteria.

2. Simulation Simulation is allowed for outcomes 1f and 1g, if no naturally occurring evidence is available.

3. Observation outcomes Competent performance of Observation outcomes must be demonstrated on at least two occasions. Assessor observations, witness testimonies and products of work are likely to be the most appropriate sources of performance evidence. Professional discussion may be used as supplementary evidence for those criteria that do not naturally occur. Assessed observations should not be carried out on the same day for the same learning outcome. There should be sufficient time between assessments for reflection and personal development.

3

Supervise housekeeping operations

Achieving observation outcomes

Achieving range

Achieving observations and range

UT30980

Your assessor will observe your performance of practical tasks. The minimum number of competent observations required is indicated in the Evidence requirements section of this unit.

Criteria may not always naturally occur during a practical observation. In such instances you will be asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through professional discussion and/or oral questioning. This evidence will be recorded by your assessor in written form or by other appropriate means.

Your assessor will sign off a learning outcome when all criteria have been competently achieved.

There is no range section that applies to this unit.

4

Guidance for tutors and assessors

Tutors and assessors must refer to the document(s) listed below, prior to delivering this unit. Document(s) can be downloaded from http://www.people1st.co.uk:

• Sector Assessment Strategy for competence based units of assessment and qualifications

Learning outcome 1

Observations

You can:

UT30980

Observation 1 2 Optional OptionalCriteria questioned orally

Date achieved

Portfolio reference

Learner signature

Assessor initials

*May be assessed by supplementary evidence.

Be able to supervise housekeeping operations

5

a. Schedule housekeeping procedures at suitable intervals to ensure the standards of the housekeeping service are maintained*

b. Allocate housekeeping duties to staff*c. Brief staff on housekeeping duties

including: • procedures* • work routines* • standard of behaviour* • how to communicate with customers and other members of staff*

d. Ensure staff have the skills, knowledge and resources needed*

e. Ensure staff follow the housekeeping procedures*

f. Inform staff and customers about any changes that may affect the service*

g. Manage any problems that may disrupt the housekeeping service*

h. Collect feedback on the services from staff and customers*

i. Monitor and review procedures to ensure the housekeeping service meets the needs of customers*

j. Recommend ways of improving housekeeping operations following organisation’s requirements*

k. Complete required records*

Achieving knowledge outcomes

Developing knowledge

You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*:

• Projects• Observed work• Witness statements• Audio-visual media • Evidence of prior learning or attainment• Written questions• Oral questions• Assignments• Case studies• Professional discussion

Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning.

When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved.

Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic.

*This is not an exhaustive list.

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Knowledge

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Learning outcome 2

Understand the requirements of housekeeping operations

You can: Portfolio reference

a. Describe the health and safety standards that need to be followed with regards to the housekeeping service

b. Explain how legislation affects housekeeping procedures

c. Explain the impact that a breach of health and safety standards could have on: • customers • staff • the organisation

d. Describe the legal requirements in relation to storing information about customers, staff and their comments

e. Explain the importance of regularly reviewing the implications of legal requirements

f. Identify the organisation’s standards for: • personal presentation • customer care • behaviour of staff

g. Describe the procedures for obtaining and recording feedback from customers and staff

h. Explain how the organisation’s policies can affect the development of procedures for the housekeeping service

i. Explain the importance of reviewing procedures

j. Explain how to review procedures

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Learning outcome 3

Understand how to supervise housekeeping operations

You can: Portfolio reference

a. Explain the economic importance of an effective customer focused housekeeping service to the organisation and its staff members

b. Describe how different cleaning agents, materials and tools should be: • used • stored

c. Describe how different surfaces and materials should be maintained

d. Describe the roles and responsibilities of individuals in the organisation and departments relevant to the housekeeping service

e. Explain how the housekeeping service integrates with other departments

f. Identify the problems that may arise with the housekeeping service

g. Explain how to deal with problems with the housekeeping service

h. Explain the limits of own authority when dealing with problems

i. Explain how to allocate work to staff

j. Explain how to choose appropriate methods to brief staff including: • verbal instructions • written instructions • demonstrations • diagrams

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Learning outcome 4

Understand the importance of monitoring and reviewing housekeeping services

You can: Portfolio reference

a. Explain how to monitor the use of housekeeping resources

b. Explain how to monitor responsibilities to ensure standards are maintained

c. Explain how to identify training needs to ensure that staff have the skills and knowledge needed

d. Explain how to motivate staff when giving them feedback

e. Describe the different ways of completing and storing computerised and paper-based records

f. Compare the advantages and disadvantages of computerised and paper-based records

g. Explain the importance of collecting feedback on the service, from customers and staff

h. Explain the importance of confidentiality when collecting feedback on the housekeeping service

i. Explain how to alter work allocation in order to improve the service

j. Explain how to recommend ways of improving the housekeeping service

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Notes Use this area for notes and diagrams