Apprentice Program Hotels Syllubus PDF

CURRICULUM
FOR THE TRADE OF
Room Attendant
UNDER
APPRENTICESHIP TRAINING SHCHEME (ATS)

CONTENTS
ACKNOWLEDGEMENT ...............................................................................................................................................2
BACKGROUND.............................................................................................................................................................3
RATIONALE ..................................................................................................................................................................5
JOB ROLE DESCRIPTION ............................................................................................................................................6
GENERAL INFORMATION ..........................................................................................................................................7
COURSE STRUCTURE .................................................................................................................................................8
CURRICULUM- BASIC TRAINING .............................................................................................................................9
ASSESSMENT CRITERIA........................................................................................................................................... 27
EQUIPMENT LIST ...................................................................................................................................................... 51
EMPLOYABILITY AND ENTREPRENEURIAL SKILLS ........................................................................................... 54
PRACTICAL TRAINING ............................................................................................................................................. 59
ASSESSMENT CRITERIA........................................................................................................................................... 74
EQUIPMENT LIST ...................................................................................................................................................... 99
FURTHER LEARNING PATHWAYS ........................................................................................................................ 102
INFRASTRUCTURE FOR ON-JOB TRAINING ........................................................................................................ 103
GUIDELINES FOR INSTRUCTORS AND PAPER SETTERS ................................................................................... 104
ACKNOWLEDGEMENT
Tourism and Hospitality Skill Council (THSC) sincerely express appreciation for the contribution
of the Industry, Trade Experts and all others who contributed in creating this apprenticeship
2
curriculum. Special acknowledgement to the following industries/organizations who have
contributed valuable inputs in cretaing the curricula through their expert members:
1. Taj Group of Hotels

2. Oberoi Hotels
3. The Leela Hotels
4. Lemon Tree Hotels
5. The Park Hotels
6. Hotel Raddison
7. PVR Cinemas
Special acknowledgement by THSC to the following expert members who have

contributed immensely in this curriculum.
Sl. Name & Organization Expert Group

No. Designation Designation
Sh./Mr./Ms.
1. Mr. Mandeep Aasht Lemon Tree Hotels Deputy General
Manager- Housekeeping
2. Ms. Vaneeta Arora The Park Hotels Director-Housekeeping
3. Mr. Deepak Behl The Park Hotels Director-Human
Resources
4. Mr. Amit Sarup PVR Cinemas Deputy General
Manager- Housekeeping
5. Ms. Menka Goklani The Leela Ambience Assistant Manager-
Delhi Training
6. Mr Yogendra Carlson Rezidor Associate Director-
Agnihotri Learning and
Development
3
BACKGROUND
• Apprenticeship Training Scheme under Apprentice Act 1961
The Apprentices Act, 1961 was enacted with the objective of regulating the programme of training of
apprentices in the industry by utilizing the facilities available therein for imparting on-the-job training.
The Act makes it obligatory for employers in specified industries to engage apprentices in designated
trades to impart Apprenticeship Training on the job in industry to school leavers and person having
National Trade Certificate(ITI pass-outs) issued by National Council for Vocational Training (NCVT) to
develop skilled manpower for the industry. There are four categories of apprentices namely; trade
apprentice, graduate, technician and technician (vocational) apprentices.
Qualifications and period of apprenticeship training of trade apprentices vary from trade to trade.
The apprenticeship training for trade apprentices consists of basic training followed by practical
training. At the end of the training, the apprentices are required to appear in a trade test conducted
by NCVT and those successful in the trade tests are awarded the National Apprenticeship Certificate.
The period of apprenticeship training for graduate (engineers), technician (diploma holders and
technician (vocational) apprentices is one year. Certificates are awarded on completion of training by
the Department of Education, Ministry of Human Resource Development.
• Changes in Industrial Scenario
Recently we have seen huge changes in the Indian industry. The Indian Industry registered an
impressive growth during the last decade and half. The number of industries in India have increased
manifold in the last fifteen years especially in services and manufacturing sectors. It has been realized
that India would become a prosperous and a modern state by raising skill levels, including by engaging
a larger proportion of apprentices, will be critical to success; as will stronger collaboration between
industry and the trainees to ensure the supply of skilled workforce and drive development through
employment. Various initiatives to build up an adequate infrastructure for rapid industrialization and
improve the industrial scenario in India have been taken.
• Reformation
The Apprentices Act, 1961 has been amended and brought into effect from 22nd December, 2014 to
make it more responsive to industry and youth. Key amendments are as given below:
• Prescription of number of apprentices to be engaged at establishment level instead of trade-wise.
• Establishment can also engage apprentices in optional trades which are not designated, with the
discretion of entry level qualification and syllabus.
• Scope has been extended also to non-engineering occupations.
• Establishments have been permitted to outsource basic training in an institute of their choice.
• The burden of compliance on industry has been reduced significantly
4
RATIONALE
(Need for Apprenticeship in Housekeeping Operations trade)
1. The greater degree of relevance of the training with latest advancements of

the industry will enhance the employability opportunities.
2. Ability to use latest tool& equipment and their different techniques.
3. Acquire knowledge of housekeeping function, processes, and application of
the same.
4. Ability to select and use latest products and chemicals suitable for the
correct surfaces and areas.
5. Ability to understand the factors that influence housekeeping services in
hotels and other facilities.
6. Ability to identify contraindications related to housekeeping chemicals
used.
7. Exposure to regulations, use of work equipment, control of substances
hazardous to health.
8. Exposure to sterilize and disinfect equipment/tools.
9. Ability to manage guest expectations and requests.
10. Able to communicate and behave in a professional manner when dealing
with guests.
11. Ability to perform the duties for the guests at different point of the day.
12. Ability to communicate and co-ordinate with colleagues within and outside
the department to create great guest experience.
13. Ability to handle linen and other guest amenities.
14. Ability to handle emergency procedures in the work place in case required.
5
JOB ROLE DESCRIPTION
The candidate is responsible for keeping guest rooms and defined areas in clean and orderly
condition.
The individual at work identifies housekeeping requirements of the guest rooms and designated
area, follows standard procedures, gathers resources, undertakes systematic cleaning, provides
linen, makes beds, performs periodic deep cleaning, operates machines and equipment
required for the completion of the assigned housekeeping tasks and maintains record of work
completed.
Personal Attributes: The job requires the individual to bear high integrity, a good moral
character, pleasing deportment, be punctual, healthy habits, good grooming, physical fitness,
commitment, and proficiency.
6
GENERAL INFORMATION
1. Name of the Trade: Room Attendant
2. Duration of Apprenticeship Training (Basic Training & Practical Training): 250Hrs +40Hrs=290 Hrs
& 1440 Hrs
3. Duration of Basic Training: Block –I: 250 Hrs + 40 Hrs Employability & Entrepreneurship
Total duration of Basic Training: 290 Hrs (Additionally, 20 Hrs Digital Literacy inputs given in online
mode)
4. Duration of Practical Training (On -job Training): Block–II: 1440 HRS, i.e. 36 weeks or 9 months
5. Entry Qualification: Preferably Primary education Passed
6. Selection of Apprentices: The apprentices will be selected as per Apprenticeship Act amended time
to time.
7. Rebate for ITI passed trainees: N.A.
Note: Industry may impart training as per above time schedule, however this is not fixed. The industry
may adjust the duration of training considering the fact that all the components under the syllabus
must be covered. However the flexibility should be given keeping in view that no safety aspect is
compromised and duration of industry training to be remain as 1 year.
7
COURSE STRUCTURE
Training duration details: -

Time 310 Hrs 1440Hrs
(in Hours) 36 Weeks (9 Months)
Basic Training Block– I -----
Practical Training ---- Block – II

(On - job training)
Components of Training Months

1 2 3 4 5 6 7 8 9 10 11 12
Basic Training Block – I
Practical Training Block - II
8
CURRICULUM- BASIC TRAINING
(BLOCK-I)
Duration: 250 Hrs + 40 Hrs Employability & Entrepreneurship) = 290 Hrs (Additionally, 20 Hrs Digital
Literacy inputs given in online mode)
Total Duration of basic Training: 310 Hrs
GENERAL INFORMATION
1. Name of the Trade : Housekeeping Attendant Manual Cleaning
2. Hours of Instruction : 250 Hrs + 40 Hrs+ 20 Hrs = 310 Hrs
3. Batch size : 10
4. Power Norms : 6 KW for Workshop
5. Space Norms : As per the QP norm.
6. Examination : The internal assessment will be held on completion of the Block-I.
7. Instructor Qualification : Trainer Prerequisites for Job role: Housekeeping Attendant Manual
Cleaning THC/Q0203
Sr. Area Details

No.
1 Job Description To deliver accredited training service, mapping to the
curriculum detailed above, in accordance with the
Qualification Pack “THC/Q0203 ,Version 1.0”
2 Personal Attributes Aptitude for conducting training, and pre/ post work to ensure
competent, employable candidates at the end of the training.
Strong communication skills, interpersonal skills, ability to
work as part of a team; a passion for quality and for developing
others; well-organised and focused, eager to learn and keep
oneself updated with the latest in the mentioned field.
3 Minimum Educational Certificate/Diploma/Degree in Travel and Tourism
Qualifications
4a Domain Certification Certified for training for Job Role: “Housekeeping Attendant
(Manual Cleaning)” mapped to QP: “THC/Q0203 ,Version 1.0”
with minimum passing score 80%
4b Platform Certification Recommended that the Trainer is certified for the Job Role:
“Trainer”, mapped to the Qualification Pack: “MEP/Q0102”.
Version 1.0”. Minimum accepted score is 80% .
5 Experience At least 4 years’ experience in Housekeeping including one
year as supervisory capacity in a classified Hotel or Facility
Management Company. Experience as Departmental Trainer/
On the Job Trainer would be essential
9
Basic Training: Housekeeping Attendant Manual Cleaning THC/Q0203
MODEL CURRICULUM
This program is aimed at training candidates for the job of a “Housekeeping Attendant (Manual
Cleaning)”, in the “Tourism and Hospitality” and aims at building the following key competencies
amongst the learner
Program Name Housekeeping Attendant (Manual Cleaning)
Qualification Pack Name Housekeeping Attendant (Manual Cleaning)

& Reference ID. THC/Q0203 ,Version 1.0
Version No. 1.0 Version Update Date 5-10-19
Preferable Primary Education

Pre-requisites to Training
Training Outcomes After completing this programme, participants will be able to:
1. Practice Personal grooming/ hygiene
2. Manually clean floor, wash-and rest-room
3. Exhibit Appropriate etiquette and conduct
4. Manually clean furniture and surfaces
5. Effectively communicate-verbal/non-verbal
6. Collect and dispose waste properly
7. Identify and avoid Work hazards and practice safety
8. Report, record and prepare documentation
This course encompasses 12 out of 12 National Occupational Standards (NOS) of “Housekeeping

Attendant (Manual Cleaning”, Qualification Pack issued by “Tourism and Hospitality”.
10
Equipment
S. No. Topic / Module Key Learning Outcomes
Required
1 Identifying housekeeping 9. Check assigned area as per duty Vacuum cleaner,

requirements and roster for different types of shampooing
resources things to be cleaned machine
10. Check the occupancy rate for the
areas assigned
Theory Duration
11. Inspect the area for cleaning
(hh:mm)
12. Identify the types of surfaces to
05:00 be cleaned
13. Assess requirement for
housekeeping equipment and
Practical Duration
consumables
(hh:mm)
14. Ensure that data and information
10:00 received is complete and correct
15. Identify workplace procedures
for housekeeping
Corresponding NOS Code
16. Choose the equipment and
THC/N0208 materials taken into account
17. Prepare work area using PPE
2 Preparing for 18. Obtain the PPE required

housekeeping activities
19. Obtain the appropriate
equipment and materials and
consumables as per
Theory Duration organization’s standards
(hh:mm) 20. Wear the personal protective
equipment required for the
05:00
cleaning method
21. Follow the instructions and
Practical Duration procedures for entering and
leaving the workplace
(hh:mm)
22. Plan the sequence for cleaning
10:00 the area to avoid re-soiling
23. Ensure that all surfaces to be
Corresponding NOS Code cleaned are accessible
THC/N0208 24. Ensure that there is adequate

ventilation
11
Equipment
Required
25. Identify and follow specific

requirements for housekeeping
activities
26. Follow the manufacturer’s
instructions for using any tools
and equipment
27. Ensure levels of personal
hygiene
28. Follow the correct procedures to
deal with any lost property or
unattended items
29. Prepare work area and
equipment so that the job can be
done efficiently
30. Complete preparation for
housekeeping activities
following SOP’s and ensure
removal of waste
31. Complete checklists and records
for preparation of housekeeping
duties
3 Cleaning floors 32. Choose equipment and cleaning Dry cleaning

agents that are right for the floor Machine
33. Choose a method of removing Wet cleaning
the dust and debris Machine
Theory Duration 34. Clear any large items of debris Chemicals to be
by hand, safely used for floor
(hh:mm)
cleaning
35. Mix and apply the cleaning
03:00
solution Types of surfaces
like marble, tiles,
36. Carry out the cleaning as per
wood etc.
Practical Duration SOP of the company
(hh:mm) 37. Remove the ground-in soil

without damaging the surface
07:00
38. Remove the loose dust and
debris
Corresponding NOS Code 39. Choose a method of clearing up
THC/N0210 the spillage
12
Equipment
Required
40. Empty all the waste from the

bins
41. Put the garbage or debris in the
correct container
42. Report any stains that cannot be
removed to the supervisor
4 Cleaning washrooms and 43. Follow any special procedures Broom, wiper etc.
bathrooms for entering washroom and
bathroom Head gear,
eyewear, boots,
44. Make sure there is enough gloves
Theory Duration ventilation
(hh:mm) 45. Follow any relevant codes of
practice for safety measures
03:00
46. Choose equipments and cleaning
agents that are suitable for the
Practical Duration surface
(hh:mm) 47. Mix and apply cleaning agents
07:00 48. Clean washrooms and bathrooms

including tubs
49. Clean basins and taps so that
Corresponding NOS Code they are free of dirt
THC/N0210 50. Check that washrooms are free
flushing and draining
51. Clean the appliances, surfaces,
fixtures and fittings
52. Clean the surrounding floors,
walls, mirrors and other surfaces
53. Make sure waste bins are empty,
clean and ready for use
54. Identify waste and get it ready
for dispatch
55. Make sure that plug holes, waste
outlets and over flows are free
from blockages
56. Report any faults and problems
to the appropriate person
13
Equipment
Required
5 Replenishing supplies in 57. Check the holders contain the Bathroom

washrooms and correct amount of consumables Amenities and
bathrooms and Supplies
58. Check supplies and accessories
completing cleaning
duties 59. Make sure that customer
supplies and accessories are
clean and free from damage
Theory Duration 60. Replenish, replace and refill
supplies as per SOP
(hh:mm)
61. Make sure that the area has the
03:00
right amount of supplies and
consumables
62. Report any stock shortages to the
appropriate member of staff
63. Ensure cleaning equipment is
Practical Duration clean and in working order
(hh:mm) 64. Put everything back in the right
07:00 place when work is finished
65. Remove or replace personal
protective equipment
66. Ensure floor cleaning duties are
THC/N0210 conducted following SOP
67. Notify maintenance
requirements of any damaged
items
68. Complete and ensure checklists
and records
69. Check work areas to ensure
required workplace standards are
met
6 Cleaning vertical spaces, 70. Loosen dirt that is stuck on to the

fittings, internal glass glass surface without causing
spaces damage
71. Remove loose dust and debris
first
Theory Duration
72. Clean walls so they are free from
(hh:mm) dust, cobwebs, dirt, grease spots
and stains
05:00
14
Equipment
Required
73. Choose a cleaning agent and

equipment that are right for the
Practical Duration surface
(hh:mm) 74. Apply cleaning agents to fixtures
10:00 and lights and ensure they are
clean and workable
75. Check that heating, lighting and
Corresponding NOS Code ventilation systems are set
correctly
THC/N0210
76. Rub off the dirt thoroughly from
the glass surface and remove it
without damaging the surface
77. Put everything back in the right
place when one has finished the
work
78. Collect and segregate waste
12 Reporting 79. Conduct assigned cleaning duties

following workplace procedures
and ensure removal of waste
Theory Duration 80. Notify maintenance
(hh:mm) requirements any damaged items
to appropriate personnel
03:00
81. Complete checklists and records
for housekeeping duties
Practical Duration 82. Report any lost and found
property to the authorized person
(hh:mm)
83. Check work areas to ensure
07:00 required workplace standards are
met
THC/N0216
7 Keeping areas neat, tidy 84. Dispose off waste correctly Dustbins
and in good order
85. Report maintenance jobs
86. Keep displays clean
Theory Duration
15
Equipment
Required
(hh:mm) 87. Inspect areas in accordance to

company safety and security
05:00
policies
88. Report unclaimed items
Practical Duration
(hh:mm)
10:00
THC/N0216
8 Maintain upkeep 89. Choose appropriate cleaning PPE wear

equipment and materials
90. Use hazard warning signs and
Theory Duration PPE
(hh:mm) 91. Clean surfaces
05:00 92. Store cleaning equipment
correctly
Practical Duration 93. Notify maintenance

requirements of damaged items
(hh:mm)
10:00
THC/N0216
9 Waste disposal 94. Use PPE as per waste involved

95. Remove and collect waste as per
regulations
Theory Duration
96. Sort and segregate waste as per
(hh:mm) type
05:00
16
Equipment
Required
97. Reduce the volume by breaking

down, compressing, shredding
Practical Duration etc
(hh:mm) 98. Pack and store in appropriate and
15:00 clean waste containers
99. Change waste bags regularly
Corresponding NOS Code 100. Keep waste areas clean and tidy
THC/N0217 101. Ensure waste containers are

taken to collection point
102. Complete records to maintain
waste audit trail
103. Identify and report problems
related to collection, storage or
disposal of waste
104. Follow legal and regulatory
requirement related to waste
disposal
10 Checklists and registers 105. Fill up checklists for assigned Register and
work areas to record status of records
work as per the procedure
Theory Duration 106. Fill up checklists for equipment,
(hh:mm) machines provided and
serviceability
04:00
107. Fill up requisition for
requirement of housekeeping
supplies
Practical Duration
108. Fill up register to record
(hh:mm)
attendance
08:00 109. Fill up description of work
carried out during the shift
Corresponding NOS Code 110. Record unfinished task in the log

book
THC/N0207
111. Record deviations and lost and
found belongings
112. Report any incidents and
accidents that take place
17
Equipment
Required
113. Ensure that the report draws

valid conclusions
114. Adopt the most suitable mode of
presentation
11 Escalation matrix 115. Record unresolved issues and

escalations in the log book
116. Record job related problems to
Theory Duration the supervisor and monitor them
(hh:mm) 117. Refer the problem to an internal
02:00 specialist if not resolved
Practical Duration
(hh:mm)
06:00
THC/N0207
12 Reporting and 118. Prepare regular reports and

documentation documents as required by
organization’s procedures
119. Prepare special reports from time
Theory Duration to time
(hh:mm) 120. Ensure that the report includes
all necessary information and is
03:00
accurate, clear and concise
121. Present the report to the relevant
Practical Duration people within agreed timescales
(hh:mm) 122. Use appropriate templates and

formats
07:00
THC/N0207
18
Equipment
Required
13 Interacting with superiors 123. Receive job order and

and colleagues instructions from reporting
superior
124. Escalate unresolved problems or
Theory Duration complaints to relevant superior
(hh:mm) 125. Understand work output
requirements, targets,
02:00
performance indicators and
incentives
Practical Duration 126. Deliver quality work and report
anticipated delays with reason
(hh:mm)
127. Communicate maintenance and
08:00 repair schedule to superior
128. Receive feedback on work
Corresponding NOS Code standards
THC/N9901 129. Document the completed work

130. Show trust, support and respect
to all colleagues and assist them
with information and knowledge
131. Try to achieve smooth overflow
132. Identify the potential and
existing conflicts with colleagues
and resolve them
133. Seek assistance from colleagues
when required
134. Pass on essential information to
colleagues in a timely manner
135. Behave responsibly and use
polite language with colleagues
136. Interact with colleagues from
different functions to understand
their nature of work
137. To understand teamwork, multi
tasking, co-operation, co-
ordination and collaboration
19
Equipment
Required
138. Lookout for any errors and help

colleagues to rectify them
14 Communicating with 139. Identify customer needs by
customers asking questions
140. Have good knowledge on
product and services and brief
Theory Duration the customer clearly on them in a
polite and professional manner
(hh:mm)
141. Build friendly but impersonal
02:00
relationship with the customers
142. Use appropriate language and
Practical Duration tone and listen actively
(hh:mm) 143. Show sensitivity to gender/

cultural and social differences
08:00
144. Understand customer
expectations and provide
Corresponding NOS Code appropriate product/services
THC/N9901 145. Understand customer

dissatisfaction and address their
complaints
146. Maintain proper body language
and dress code
147. Communicate clearly and
effectively with the guest
148. Inform the customers on any
issues and developments
involving them
149. Respond back to the customer
immediately
150. Upselling/promoting suitable
products and services
151. Seek feedback from customers
152. Explain terms and conditions
clearly
15 Etiquettes 153. Greet, welcome and address the

customer appropriately
20
Equipment
Required
Theory Duration 154. Maintain pitch and tone of voice

while speaking to customers
(hh:mm)
155. Maintain high standards of
03:00 practice and transparency in
pricing
Practical Duration 156. Answer the telephone
(hh:mm) 157. Communicate appropriately with

the customer
05:00
158. Dress professionally
159. Maintain personal integrity and
Corresponding NOS Code ethical behaviour
THC/N9903 160. Maintain personal grooming and
positive body language
161. Demonstrate responsible and
disciplined behaviour
162. Escalate grievances to
appropriate authority
16 Achieving customer 163. Use appropriate titles and terms
satisfaction by being of respect
professional
164. Handle customer grievances
professionally
Theory Duration 165. Offer friendly, courteous and

hospitable service to the
(hh:mm) customers
02:00 166. Provide assistance with sincere
attitude
167. Achieve 100% customer
Practical Duration
satisfaction
(hh:mm)
168. Understand customer loyalty and
05:00 brand value
THC/N9903
21
Equipment
Required
17 Services and facilities 169. Ensure that the customer feels

specific to age / gender / safe
special needs
170. Understand procedures to be
followed during terrorist attacks
Theory Duration 171. Know the facilities and services

specific to gender and age
(hh:mm)
172. Co-ordinate with team to meet
03:00 these needs
173. Educate customers about
entertainment programs for
Practical Duration
children, basic safeguard
(hh:mm) procedures for senior citizens
07:00 174. Arrange for transport and

equipment as required by senior
citizens
Corresponding NOS Code 175. Understand availability of
THC/N9904 medical facilities/doctor
18 How to behave with 176. Understand women rights and

women at workplace? company’s polices regarding
them
177. Know special facilities available
Theory Duration for women colleagues and
customers
(hh:mm)
178. Inform about methods to ensure
03:00
safety and security of women
179. Provide comfortable and safe
Practical Duration environment for female
customers
(hh:mm)
180. Maintain compliant behaviour
07:00 etiquette while dealing with
women
Corresponding NOS Code 181. Treat women equally and avoid

discrimination
THC/N9904
182. Ensure safety and security of
female colleagues and customers
at all levels
22
Equipment
Required
19 IPR and Copyright 183. Make sure new initiatives of

Hotel are not leaked out
184. Report IPR violations
185. Read copyright clause
186. Protect infringement upon
Theory Duration customer’s interests
(hh:mm) 187. Know which aspect of customer
information can be used
02:00
188. Report any infringement
Practical Duration
(hh:mm)
03:00

THC/N9905
20 Cleanliness 189. Keep the workplace clean

190. Identify waste and ensure its
disposal
Theory Duration
191. Ensure waste bins are cleared
(hh:mm) everyday
02:00 192. Point out requirements for pest
control
Practical Duration 193. Ensure work place has fresh air

supply and sufficient lighting
(hh:mm)
194. Ensure maintenance check of air
05:00 conditioners and other
mechanical equipment in the
department
Corresponding NOS Code 195. Know safe and clean handling of
THC/N9906 linen, laundry and work area
196. Ensure adequate supply of
cleaning consumables
21 Hygiene 197. Hand wash procedure
23
Equipment
Required
198. Understand personal hygiene
Theory Duration 199. Understand dental hygiene
(hh:mm) 200. Understand cross contamination

and how to prevent it
03:00
201. Report on personal health issues
202. Ensure procedures such as
Practical Duration covering the mouth and turning
(hh:mm) away from people while
coughing and sneezing
05:00
203. Maintain availability of clean
drinking water
Corresponding NOS Code 204. Get appropriate vaccinations
regularly
THC/N9906
205. Undergo preventive health check
up and treat all illnesses
promptly
22 Work Hazards 206. Understand various hazards in
work areas and how to eliminate
or minimize them
Theory Duration 207. Analyze the causes of accident at
(hh:mm) workplace and suggest measures
to prevent them
02:00
208. Take preventive measures and
suggest methods to improve
existing safety procedures
Practical Duration
(hh:mm)
05:00
THC/N9907
24
Equipment
Required
23 Safety standards and 209. Know correct emergency Fire Extinguishers

procedures procedures
210. Know the locations of fire
extinguishers, fire emergency etc
Theory Duration
211. Stack items in an organized way
(hh:mm) to avoid accidents
03:00 212. Handle materials, tools,
chemicals etc safely
213. Ensure safe techniques while
Practical Duration
moving furnitures and fixtures
(hh:mm)
214. Understand guidelines to use
05:00 electrical equipment
215. Ensure floors are not slippery
Corresponding NOS Code 216. Practice ergonomic lifting,

bending or moving equipment
THC/N9907
217. Understand first aid
218. Know the use of personal
protective equipment and safety
gear
219. Knowledge of safety signs
220. Document first aid treatments
and safety procedures
221. Report to supervisor if any
hazard is identified adhere to
safety standards
Total Duration Unique Equipment Required:

Shower area with shower head, Water faucets, Bath tub ,
optional), Wash basin with faucets, Water Closet with bidet
Theory Duration and/or health faucet, Mirror, Hair dryer, Shaving mirror ,
optional), Bucket and mug, Bathroom amenities, Loofah Mit,
75:00 Toilet tissue/roll, Facial Tissue, Glass covers, Coasters,
Glasses, Shower liners, Shower curtains, Shower caps,
Shampoo, Foam Bath, Conditioner, Shower gel, Face wash,
Practical Duration Face soaps, Body Soaps, Lotions, Vanity kits, Sewing kits,
Shaving kit, Dental kit, Disposal bags, Cotton buds, Ear bud,
175:00 Comb, Dustbin and liners, Nail cutter, Shoe shine, Shoe
polish and brush, Dental floss, Mouth freshener, Deodorant,
Window/glass cleaner, All-purpose disinfectant, Room
Deodoriser, Furniture polish, Toilet bowl cleaner and ,
25
Equipment
Required
Disinfectant (non-corrosive), Mold/mildew remover, Chrome

polish, Mops, Vacuum cleaner, Broom, Dust pan, Dusting
brush Scrub brush, Grout brush, Scrub pad, Bucket, Pair of
rubber Gloves, Clean rags, Trash liners, Housekeeping
Trolley/Cart
Grand Total Course Duration: 250 Hours, 0 Minutes
(This syllabus/ curriculum has been approved by Tourism and Hospitality Skill Council)
26
ASSESSMENT CRITERIA
Assessment Criteria for Housekeeping Attendant (Manual Cleaning)
Job Role Housekeeping Attendant (Manual Cleaning)
Qualification Pack THC/Q0203 ,Version 1.0
Sector Skill Council Tourism and Hospitality Skill Council
Sr. No. Guidelines for Assessment
1 Criteria for assessment for each Qualification Pack will be created by the Sector Skill
Council. Each Performance Criteria (PC) will be assigned marks proportional to its
importance in NOS. SSC will also lay down proportion of marks for each PC.
2 Each NOS will assessed both for theoretical knowledge and practical which is being
proportionately demonstrated in the table below.
3 The assessment for the theory part will be based on knowledge bank of questions created
by the SSC
4 To pass the Qualification Pack, every trainee should score a minimum aggregate of 50%
27
Assessable Total Out Skills
Outcome Performance Criteria Marks Of Theory Practical
(NOS) (600)
PC1. Check assigned duties as per duty roster 1.5 0.5 1.0
PC2. Inspect the area for the cleaning 1.5 0.5 1.0
PC3. Identify the types of surfaces to be cleaned 1.5 0.5 1.0
PC4. Assess requirement for housekeeping

2.0 1.0 1.0
equipment and consumables
PC5. Identify requirement of PPE to be used 1.5 0.5 1.0
PC6. Ensure that the data and information

1.5 0.5 1.0
received is complete and correct
PC7. Identify workplace procedures for

1.5 0.5 1.0
housekeeping
PC8. Choose the appropriate equipment and

materials taking into account factors such as
2.0 1.0 1.0
manufacturers' instructions, risk, efficiency,
access, time, surface and type of soiling
THC/N0209 PC9. Obtain the PPE required 1.5 0.5 1.0
Prepare for PC10. Obtain the appropriate equipment and 50
manual materials and consumables and if the same are
housekeeping not available, select suitable alternatives or 2.5 1.0 1.5
inform the appropriate person
PC11. Wear the personal protective equipment

1.5 0.5 1.0
required for the cleaning method and materials being used
PC12. Follow the instructions and procedures for

1.5 0.5 1.0
entering and leaving the workplace
PC13. Plan the sequence for cleaning the area to

2.5 1.0 1.5
avoid re-soiling clean areas and surfaces
PC14. Ensure that all surfaces to be cleaned are

accessible and can be reached to perform 1.5 0.5 1.0
adequate cleaning
PC15. Ensure that there is adequate ventilation

2.0 1.0 1.0
for the work being carried out
PC16. Identify and follow specific requirements

for housekeeping activities in different parts of 2.5 1.5 1.0
the work area assigned
28
(NOS) (600)
PC17. Select equipment and consumables e.g.

Cleaning agents in accordance with work area 2.5 1.0 1.5
requirements
PC18. Follow the manufacturer's instructions for

using any tools, equipment, consumables and 2.5 1.5 1.0
cleaning agents
PC19. Carry cleaning items, and cleaning

supplies using wheeled carts or as per unit 1.5 0.5 1.0
procedure
PC20. Disinfect equipment and supplies, using

appropriate solutions or steam-operated 1.5 0.5 1.0
sterilizers
PC21. Ensure levels of personal hygiene meet
workplace requirements and are maintained 1.5 0.5 1.0
throughout the cleaning process
PC22. Ensure that the right people know when

cleaning is taking place and when the area will
1.5 0.5 1.0
be free for use again by using sign boards for
caution and work in progress
PC23. Follow the correct procedures to deal with

1.5 0.5 1.0
any lost property or unattended items
PC24. Check and prepare cleaning equipment as
2.5 1.0 1.5
per manufacturers' instructions before use
PC25. Prepare work area and equipment so that

the job can be done efficiently, correctly and 2.5 1.0 1.5
safely
PC26. Complete preparation for housekeeping

duties following workplace procedures and 2.5 1.0 1.5
ensure removal of waste
PC27. Complete checklists and records for

1.5 0.5 1.0
preparation for housekeeping duties
POINTS 50 20 30
TOTAL POINTS
50
THC/N0211 PC1. Choose equipment and cleaning agents that

are right for the floor and the amount of ground- 50 1.0 0.5 0.5
Manually
in soil/dirt
clean floors,
29
(NOS) (600)
wash-and- PC2. Choose a method of removing the dust and

rest rooms debris that is right for the floor and the amount 1.0 0.5 0.5
of dust and debris involved
PC3. Clear any large items of debris by hand,

1.0 0.5 0.5
safely
PC4. Mix and apply the cleaning solution 1.5 0.5 1.0
PC5. Carry out the cleaning as per organization’s

1.5 0.5 1.0
standards and procedure
PC6. Remove the ground-in soil/dirt without

damaging the surface and leave the floor and the 1.0 0.5 0.5
surrounding area dry and free of smears
PC7. Remove the loose dust and debris carefully

and put the dust and debris into the correct 1.0 0.5 0.5
container for disposal
PC8. Leave the floor clear of dust and debris and

put everything back in the right place when work 1.0 0.5 0.5
is finished
PC9. Choose a method of clearing up the

spillage, if any, that is right for the floor and the 1.0 0.5 0.5
size and type of spillage
PC10. Remove the spillage safely and leave the

1.0 0.5 0.5
floor surface clean and dry
PC11. Empty all waste from the bins in the area

1.0 0.0 1.0
of responsibility
PC12. Re-line or clean bins as per procedure 1.0 0.5 0.5
PC13. Put the garbage and debris in the correct

container and remove the left-over cleaning 1.0 0.0 1.0
solution aside
PC14. Report any stains that cannot be removed

1.0 0.0 1.0
to the supervisor
PC15. Follow any special procedures for

1.0 0.5 0.5
entering the toilets and washrooms
PC16. Make sure that there is enough ventilation

1.0 0.5 0.5
in the area being cleaned
PC17. Follow any relevant codes of practice to 1.0 0.5 0.5

make sure to protect oneself and others
30
(NOS) (600)
throughout the process e.g. Put-up appropriate

signage
PC18. Choose equipment and cleaning agents

1.0 0.5 0.5
that are suitable for the surface
PC19. Mix and apply cleaning agents 1.0 0.5 0.5
PC20. Clean toilets and washrooms 1.5 0.5 1.0
PC21. Clean basins and taps so that they are free

1.0 0.5 0.5
of dirt and removable marks
PC22. Clean the inside and outside of the toilet

1.0 0.5 0.5
so that it is free of dirt and removable marks
PC23. Check that toilets are free flushing and
1.5 0.0 1.5
draining
PC24. Clean the fixtures and fittings in an order

1.0 0.5 0.5
that is least likely to spread infection
PC25. Clean the appliances, surfaces, fixtures

and fittings so that they are dry and free from 1.0 0.5 0.5
dirt and removable marks
PC26. Clean the surrounding floors, walls,

1.0 0.5 0.5
mirrors and other surfaces
PC27. Make sure waste bins are empty, clean
1.0 0.0 1.0
and ready for use
PC28. Identify waste and get it ready for
1.0 0.5 0.5
dispatch
PC29. Make sure that plug holes, waste outlets

1.5 0.5 1.0
and over flows are free from blockages
PC30. Report any faults and problems to the
1.0 0.5 0.5
appropriate person
PC31. Check that holders contain the correct

1.5 0.0 1.5
amount of consumables
PC32. Check supplies and accessories in the toilets and

1.0 0.5 0.5
washroom
PC33. Make sure that supplies and accessories

1.0 0.0 1.0
are clean and free from damage
PC34. Replenish, replace and refill supplies as
1.5 0.5 1.0
per organization procedure
31
(NOS) (600)
PC35. Follow the manufacturers’ instructions

1.0 0.5 0.5
correctly when refilling or replacing items
PC36. Make sure the area has the right amount

1.5 0.5 1.0
of consumables when work is finished
PC37. Report any stock shortages to the

1.5 0.0 1.5
PC38. Ensure cleaning equipment is clean, dry

and in working order when work is finished
1.0 0.0 1.0
taking appropriate action to deal with any items
that are not
PC39. Put everything back in the right place

1.5 0.0 1.5
when work is finished
PC40. Remove or replace personal protective

1.5 0.0 1.5
equipment following workplace
PC41. Ensure floor cleaning duties are

conducted following workplace procedures and 1.0 0.0 1.0
waste removed
PC42. Notify maintenance requirements of any
1.0 0.0 1.0
damaged items to appropriate personnel
PC43. Complete and ensure checklists and

1.0 0.5 0.5
records for housekeeping duties are maintained
PC44. Check work areas to ensure required
1.5 0.0 1.5
workplace standards are met
POINTS 50 15 35
TOTAL POINTS
50
PC1. Remove loose dust and debris making sure

1.0 0.5 0.5
it spreads as little as possible
THSC/N0213
PC2. Examine the upholstered material to make
Manually sure that it is suitable for the planned treatment,
clean 50 2.0 0.5 1.5
given the nature of the material and the type,
furniture and position, form and amount of soiling
surfaces
PC3. Identify whether the material is colourfast
2.0 0.5 1.5
and shrink-resistant for furnishings
32
(NOS) (600)
PC4. Soften ground-in soil and stains before

1.5 0.5 1.0
trying to remove them
PC5. Apply the treatment safely, according to

the manufacturer's instructions and without over- 2.0 0.5 1.0
wetting or damaging the material
PC6. Examine the treated area and apply more

1.0 0.5 0.5
treatment if it will help to remove the stain safely
PC7. Leave the material free of excess moisture

1.5 0.5 1.0
and ground-in soil
PC8. Make sure that furnished areas are free

1.5 0.5 1.0
from unpleasant smells
PC9. Choose a cleaning agent and equipment

appropriate for the marks, surface and type of 2.0 0.5 1.5
dirt on the furniture
PC10. Scrape off anything that is stuck on to the

1.5 0.5 1.0
furniture and fittings
PC11. Mix and apply the cleaning agent/solution

smoothly and evenly; Go from mild to harsh 1.5 0.5 1.0
treatment in case the stain is not identified
PC12. Leave the surface clear of the marks that

1.5 0.5 1.0
can be reached and spot cleaned
PC13. Leave the surfaces dry and free of smears

1.5 0.5 1.0
and dirt , when work is finished

1.5 0.0 1.5
when work is finished
PC15. Report any marks that cannot be reached

1.0 0.5 0.5
or spot cleaned to the person in charge
PC16. Deal with cleaning equipment correctly

1.5 0.5 1.0
after use
PC17. Sort out and handle the waste safely and

1.0 0.5 0.5
according to instructions
PC18. Make sure that waste containers are taken

1.5 0.5 1.0
safely to the right collection/ disposal point

1.5 0.5 1.0
33
(NOS) (600)
PC20. Loosen dirt that is stuck on to the glass

1.0 0.5 0.5
surface without causing damage
PC21. Remove loose dust and debris first

1.0 0.0 1.0
making sure it spreads as little as possible
PC22. Clean walls (interior) so they are free

1.5 0.5 1.0
from dust, cobwebs, dirt, grease, spots and stains

1.5 0.5 1.0
that are right for the surface and type of dirt
PC24. Follow manufacturer's instructions

correctly when one mixes and apply the cleaning 1.0 0.5 0.5
agent
PC25. Apply cleaning agents to fixtures and

2.0 0.5 1.5
lights and ensure they are clean and workable
PC26. Check that heating, lighting and

ventilation systems are set correctly after 1.5 0.5 1.0
cleaning
PC27. Rub off the dirt thoroughly from the glass
surface and remove it without damaging the 1.5 0.5 1.0
surface

when one have finished efficiently, correctly and 1.5 0.5 1.0
safely
PC29. Collect and segregate waste according to

instruction without causing any spillage or 1.0 0.5 0.5
clutter
PC30. Clean the area at regular intervals with

1.5 0.0 1.5
appropriate dusters
PC31. Use appropriate dusters and chemicals for

cleaning workstation, desktops, printer, 1.5 0.5 1.0
telephones etc.
PC32. Ensure that papers and documents are

1.5 0.5 1.0
kept in order on the workstation
PC33. Ensure sound-proof cleaning 1.5 0.5 1.0
PC34. Avoid cleaning at peak working hours 1.5 0.0 1.5

POINTS 50 15 35
34
(NOS) (600)
TOTAL POINTS 50
Total Out of Skills

NOS Element Performance criteria Marks Theory Practical
(600)
PC1. Empty waste containers and dispose of waste

2.5 1.0 1.5
correctly
PC2. Arrange furniture neatly 3.5 1.0 2.5
PC3. Keep displays neat, tidy and up-to-date 3.5 1.0 2.5
PC4. Spot and report any faults e.g. Lights not

working, damage to furniture and fixtures etc. In the 2.5 1.0 1.5
area to the appropriate member of staff
PC5. Regularly and discreetly check that the areas are

clean, tidy and free from obstructions in line with 3.5 1.5 2.0
company safety and security policies
PC6. Identify and report anything that needs specialist

2.5 1.0 1.5
maintenance
PC7. Report any items which are found lying

5.0 1.5 3.5
THC/N0216 unclaimed
Maintain area PC8. Choose the right cleaning equipment and 50

3.5 1.0 2.5
neat and tidy materials for the area being cleaned
PC9. When necessary, put up hazard warning signs 3.5 1.0 2.5
PC10. When necessary, wear protective clothing 2.5 1.0 1.5
PC11. Clean off dust, dirt, debris and removable

3.0 1.0 2.0
marks from the surfaces being cleaned
PC12. Store the cleaning equipment correctly and

3.0 1.0 2.0
safely after use

2.5 1.0 1.5
PC14. Conduct assigned cleaning duties following

workplace procedures and ensure the area is neat and 3.5 1.5 2.0
tidy
PC15. Report any lost and found property to

3.0 1.0 2.0
authorized person as per procedure
35
Total Out of Skills
(600)
PC16. Check work areas to ensure required workplace

2.5 1.0 1.5
standards are met
POINTS 50 17.5 32.5
TOTAL POINTS
50
PC1. Wear appropriate protective clothing as required

4.0 1.0 3.0
for the waste involved
PC2. Remove waste from the areas cleaning safely

and according to regulations, instructions and good 3.5 1.0 2.5
practice
PC3. Collect waste according to instruction without
3.5 1.5 2.0
causing any spillage or clutter
PC4. Sort out and segregate waste according to type,

4.0 1.5 2.5
making sure it is handled safely
PC5. Reduce the volume of waste by breaking down,

3.0 1.0 2.0
compressing or shredding as required
PC6. Pack waste and store in appropriate waste
4.0 1.5 2.5
THC/N0217 containers/ assigned bins
Collect and PC7. Clean the waste bins if dirty 3.5 1.0 2.5
50
dispose waste PC8. Change waste bags regularly and promptly when
properly 3.5 1.5 2.0
full and to avoid foul smell
PC9. Keep waste areas and its contents clean, tidy and
3.5 1.0 2.5
sanitized at all times
PC10. Make sure that sites of cleaning operations are

3.5 1.0 2.5
clear of waste that is not to be left at the site

safely to the allocated collection point and made 3.5 1.5 2.0
secure where necessary
PC12. Complete records to maintain a waste audit trail

3.0 1.5 1.5
in line with the unit procedures
PC13. Identify and report problems associated with

the collection and storage of waste according to 3.5 1.5 2.0
company procedures
36
Total Out of Skills
(600)
PC14. Follow the legal and regulatory requirements,

health and safety, hygiene and environmental 4.0 1.0 3.0
standards and instructions
POINTS 50 17.5 32.5
TOTAL POINTS 50
PC1. Identify and assess different kinds of surfaces

2.5 1.0 1.5
and equipment to be cleaned
PC2. Apply cleaning agents as per surface area 3.0 1.0 2.0
PC3. Ensure all electrical switches for equipment are

4.5 1.0 3.5
switched off before cleaning
PC4. Clean different accessories of the kitchen using
standard operating procedures as per the establishment 4.0 1.0 3.0
requirements and without any damage
PC5. Clean canteen floor, tables and chairs without

3.5 1.0 2.5
leaving any food or spillage on the floor
PC6. Mop the area meant for drinking water

frequently and replenish glasses and water as and 3.5 1.0 2.5
when needed
THSC/N0218
PC7. Perform cleaning of equipment, as per the
Clean pantry standard operating procedures or manufacturers 50 4.0 1.0 3.0
and canteen guidelines
area
PC8. Ensure clearing of any spillage 3.0 1.0 2.0
PC9. Inform first-line supervisor for any replacements

3.5 1.0 2.5
or dangers identified in the kitchen
PC10. Ensure hygiene as per unit procedures 4.0 1.0 3.0
PC11. Collect kitchen waste & garbage for disposal,
3.0 1.0 2.0
as per establishment procedures
PC12. Conduct assigned housekeeping duties are

conducted following workplace procedures and ensure 3.0 1.0 2.0
removal of waste

3.0 1.0 2.0
PC14. Complete and ensure checklists and records for

2.5 1.0 1.5
housekeeping duties are maintained
37
Total Out of Skills
(600)
PC15. Check work areas to ensure required workplace

3.0 1.0 2.0
standards are met
POINTS 50 15 35
TOTAL POINTS 50
PC1. Fill up checklists for assigned work areas to

record status of work as per procedure and timelines 2.5 1.0 1.5
prescribed
PC2. Fill up checklists for equipment and machines

2.5 1.0 1.5
provided for serviceability and maintenance
PC3. Fill up register or requisition for requirement of
2.5 1.0 1.5
housekeeping supplies
PC4. Fill up register to record attendance as per duty roster 2.0 0.5 1.5
PC5. Fill up description of work carried out during the shift 3.0 1.0 2.0
PC6. Record unfinished tasks in the log book 3.0 1.0 2.0
PC7. Record deviations from the sop, if any, in the log

3.0 1.0 2.0
THC/N0207 book
Report, record PC8. Report any lost and found belongings 2.5 0.5 2.0
and prepare PC9. Report any incidents and accidents which need 50
documentatio to be brought to the notice of superiors 2.5 0.5 2.0
n
PC10. Ensure that the report draws valid conclusions
2.0 0.5 1.5
from the presented data
PC11. Adopt the most suitable method of presentation 2.0 0.5 1.5
PC12. Record unresolved issues and other escalations
2.5 0.5 2.0
in the log book
PC13. Record jobs related problems to supervisor for

3.0 1.0 2.0
support
PC14. Monitor the problem and keep the supervisor

informed about progress or any delays in resolving the 2.0 0.5 1.5
problem
PC15. Refer the problem to a competent internal
3.0 1.0 2.0
specialist if it cannot be resolved
38
Total Out of Skills
(600)
PC16. Prepare regular reports and documents as

required by organization’s procedures e.g. Occupancy 2.5 0.5 2.0
report, duty roster etc
PC17. Prepare special reports as required from time to

time by the management, e.g. Monthly consumption 2.5 0.5 2.0
report of amenities etc.
PC18. Ensure that the report includes all necessary

2.5 1.0 1.5
information and is accurate, clear and concise
PC19. Ensure the presentation of results conforms to

2.5 1.0 1.5
relevant procedures carried out
PC20. Present the report to the relevant people within

agreed timescales, using appropriate templates and 2.0 0.5 1.5
formats
POINTS 50 15 35
TOTAL POINTS 50
PC1. receive job order and instructions from
1.0 0.5 0.5
reporting superior
PC2. understand the work output requirements,

0.5 0.5 0.0
targets, performance indicators and incentives
PC3. deliver quality work on time and report any

0.5 0.5 0.0
anticipated reasons for delays
PC4. escalate unresolved problems or complaints

1.0 0.5 0.5
to the relevant senior
THC/9901 PC5. communicate maintenance and repair
Communicate schedule proactively to the superior 0.5 0.5 0.0
with customer 50
and colleagues PC6. receive feedback on work standards 1.0 0.5 0.5
PC7. document the completed work schedule and

1.0 0.5 0.5
handover to the superior
PC8. exhibit trust, support and respect to all the

1.5 0.5 1.0
colleagues in the workplace
PC9. aim to achieve smooth workflow 1.5 0.5 1.0
PC10. help and assist colleagues with information

1.0 0.5 0.5
and knowledge
PC11. seek assistance from the colleagues when
1.0 0.5 0.5
required
39
Total Out of Skills
(600)
PC12. identify the potential and existing conflicts

1.5 0.5 1.0
with the colleagues and resolve
PC13. pass on essential information to other

1.5 0.5 1.0
colleagues on timely basis
PC14. maintain the etiquette, use polite language,

demonstrate responsible and disciplined behaviours to 1.5 0.5 1.0
the colleagues
PC15. interact with colleagues from different

functions clearly and effectively on all aspects to carry
1.5 0.5 1.0
out the work among the team and understand the
nature of their work
PC16. put team over individual goals and multi task
or share work where necessary supporting the 1.5 0.5 1.0
colleagues
PC17. highlight any errors of colleagues, help to

1.5 0.5 1.0
rectify and ensure quality output
PC18. work with cooperation, coordination,

communication and collaboration, with shared goals 1.0 0.5 0.5
and supporting each other’s performance
PC19. ask more questions to the customers and

1.0 0.5 0.5
identify their needs
PC20. possess strong knowledge on the product,
0.5 0.5 0.0
services and market
PC21. brief the customers clearly 0.5 0.5 0.0
PC22. communicate with the customers in a polite,

1.5 0.5 1.0
professional and friendly manner
PC23. build effective but impersonal relationship

1.5 0.5 1.0
with the customers
PC24. ensure the appropriate language and tone are

1.5 0.5 1.0
used to the customers
PC25. listen actively in a two way communication 1.5 0.5 1.0
PC26. be sensitive to the gender, cultural and social
1.5 0.5 1.0
differences such as modes of greeting, formality, etc.
PC27. understand the customer expectations

correctly and provide the appropriate products and 1.5 0.5 1.0
services
40
Total Out of Skills
(600)
PC28. understand the customer dissatisfaction and

2.0 0.5 1.5
address to their complaints effectively
PC29. maintain a positive, sensible and cooperative

1.5 0.5 1.0
manner all time
PC30. ensure to maintain a proper body language,

dress code, gestures and etiquettes towards the 2.0 0.5 1.5
customers
PC31. avoid interrupting the customers while they

1.0 0.5 0.5
talk
PC32. ensure to avoid negative questions and

1.0 0.5 0.5
statements to the customers
PC33. inform the customers on any issues or

problems before hand and also on the developments 2.0 0.5 1.5
involving them
PC34. ensure to respond back to the customer

2.0 0.5 1.5
immediately for their voice messages, e-mails, etc.
PC35. develop good rapport with the customers and
2.0 0.5 1.5
promote suitable products and services
PC36. seek feedback from the customers on their

2.0 0.5 1.5
understanding to what was discussed
PC37. explain the terms and conditions clearly 3.0 0.5 2.5
POINTS 50 18.5 31.5
TOTAL POINTS 50
PC1. greet the customers with a handshake or

appropriate gesture based on the type of customer on 0.5 0.0 0.5
their arrival
THC/N9903 PC2. welcome the customers with a smile 0.5 0.0 0.5
Maintain PC3. ensure to maintain eye contact 0.5 0.0 0.5
standard of
etiquette and PC4. address the customers in a respectable manner 50 1.0 0.5 0.5
hospitable
conduct PC5. do not eat or chew while talking 0.5 0.0 0.5
PC6. use their names as many times as possible during

0.5 0.0 0.5
the conversation
PC7. ensure not to be too loud while talking 0.5 0.0 0.5
PC8. maintain fair and high standards of practice 2.5 1.0 1.5
41
Total Out of Skills
(600)
PC9. ensure to offer transparent prices 2.0 0.5 1.5

PC10. maintain proper books of accounts for
2.0 0.5 1.5
payment due and received
PC11. answer the telephone quickly and respond

2.0 0.5 1.5
back to mails faster
PC12. ensure not to argue with the customer 2.0 0.5 1.5
PC13. listen attentively and answer back politely 2.0 0.5 1.5
PC14. maintain personal integrity and ethical

2.5 1.0 1.5
behaviour
PC15. dress professionally 2.0 0.5 1.5
PC16. deliver positive attitude to work 2.0 0.5 1.5

PC17. maintain well groomed personality 2.0 0.5 1.5
PC18. achieve punctuality and body language 2.0 0.5 1.5
PC19. maintain the social and telephonic etiquette 2.0 0.5 1.5
PC20. provide small gifts as token of appreciation
2.0 0.5 1.5
and thanks giving to the customer
PC21. use appropriate tone, pitch and language to

convey politeness, assertiveness, care and 2.0 0.5 1.5
professionalism
PC22. demonstrate responsible and disciplined

2.0 0.5 1.5
behaviours at the workplace
PC23. escalate grievances and problems to

appropriate authority as per procedure to resolve them 2.0 0.5 1.5
and avoid conflict
PC24. use appropriate titles and terms of respect to 2.0 0.5 1.5
the customers
PC25. use polite language 1.0 0.5 0.5
PC26. maintain professionalism and procedures to 1.5 0.5 1.0

handle customer grievances and complaints
PC27. offer friendly, courteous and hospitable
service and assistance to the customer upholding 1.0 0.5 0.5
levels and responsibility
PC28. provide assistance to the customers 1.0 0.5 0.5
maintaining positive sincere attitude and etiquette
PC29. provide special attention to the customer at all 1.5 0.5 1.0
time
42
Total Out of Skills
(600)
PC30. achieve 100% customer satisfaction on a scale 1.5 0.5 1.0

of standard
PC31. gain customer loyalty 1.5 0.5 1.0
PC32. enhance brand value of company 2.0 0.5 1.5
POINTS 50 14 36
TOTAL POINTS 50
PC1. educate the tourists, employers and the

colleagues at workplace on women rights and the 1.5 1.5 0.0
respect that is to be given to them
PC2. inform about company’s policies to prevent
women from sexual harassments, both physical and 1.5 1.5 0.0
verbal, and objectifications by other customers and
staff
PC3. list all the facilities available with respect to
transportation facilities, night trips and safeguards, 1.0 1.0 0.0
reporting abuse, maternity related and other grievance
PC4. inform about methods adopted to ensure safety
and personal and baggage security of women, e.g., 2.0 0.5 1.5
CCTV cameras, security guards, women’s helpline
THC/N9904
Follow gender PC5. provide the necessary comfort to the female
and age traveller customers such as secure and safe 2.0 0.5 1.5
sensitive environment, chain locks/latches, smoke detector,
comfortable accommodation, etc. 50
service
practices PC6. Maintain compliant etiquette while dealing with
women customers such as asking permission before
2.0 0.5 1.5
entering room and for cleaning, avoiding touch
contact, using abusive language or gesture, etc.
PC7. ensure that the customer feels safe at all times

without being over threatened by the security 2.0 0.5 1.5
procedures and related environment
PC8. ensure that in the event of terrorist attacks

customers are calmly handled, led to safer places and 2.0 0.5 1.5
instructed properly in order to achieve zero casualties
PC9. ensure the quality of facilities and services
offered cater to the needs of every individual, be it
2.0 0.5 1.5
man, woman, child, particularly the very young and
the aged
43
Total Out of Skills
(600)
PC10. be aware of the customer unique needs and

wants of each category of customer, e.g., for an infant, 3.0 0.5 2.5
for a young woman, for an old person, others
PC11. coordinate with team to meet these unique

needs, also keeping in mind their diverse cultural 3.0 0.5 2.5
backgrounds
PC12. provide entertainment programs and events

2.0 0.5 1.5
suited for the children tourists
PC13. educate parents and attendants of senior

citizens on basic safeguards and procedures for them 2.0 0.5 1.5
in case of emergencies
PC14. arrange for transport and equipment as
2.0 0.5 1.5
required by senior citizens
PC15. ensure availability of medical facilities and

2.0 0.5 1.5
doctor
PC16. treat women equally across both the

horizontal as well as vertical segregation of roles in 2.0 0.5 1.5
the workplace
PC17. ensure a fair and equal pay to the women as
men, more of formal training, advancement 2.0 0.5 1.5
opportunities, better benefits, etc.
PC18. involve women in the decision making
2.0 0.5 1.5
processes and management professions
PC19. avoid specific discrimination and give women

2.0 0.5 1.5
their due respect
PC20. motivate the women in the work place

2.0 0.5 1.5
towards utilizing their skills

PC22. establish policies to protect the women from

sexual harassments, both physical and verbal, and 2.0 0.5 1.5
objectifications by customers and colleagues
PC23. frame women friendly work practices such as
flexible working hours, maternity leave, transportation
2.0 0.5 1.5
facilities, night shift concessions, women grievance
cell.
44
Total Out of Skills
(600)
PC24. ensure the safety and security of women in the

workplace, particularly when their nature of job is to
2.0 0.5 1.5
deal with night shifts, attend guest rooms, back end
work, etc.
PC25. ensure safety and security of women at all

2.0 0.5 1.5
levels
POINTS 50 15 35
TOTAL POINTS 50
PC1. keep the workplace regularly clean and cleared-

1.5 0.5 1.0
off of food waste or other litter
PC2. ensure that waste is disposed-off as per
prescribed standards or in trash cans earmarked for 1.5 0.5 1.0
waste disposal
PC3. ensure that the trash cans or waste collection

1.5 0.5 1.0
points are cleared everyday
PC4. arrange for regular pest control activities at the
1.5 0.5 1.0
workplace
PC5. to maintain records for cleanliness and

1.5 0.5 1.0
maintenance schedule
PC6. ensure the workplace is well ventilated with

THC/N9906 1.5 0.5 1.0
fresh air supply
Maintain
health and PC7. check the air conditioner and other mechanical 50
hygiene 1.5 0.5 1.0
systems on a regular basis and maintain them well
PC8. ensure the workplace is provided with

1.5 0.5 1.0
sufficient lighting
PC9. ensure clean work environment where food is
1.5 0.5 1.0
stored, prepared, displayed and served
PC10. ensure safe and clean handling and disposal of

linen and laundry, storage area, accommodation, 1.5 0.5 1.0
public areas, storage areas, garbage areas, etc.
PC11. identify and report poor organizational

practices with respect to hygiene, food handling, 1.5 0.5 1.0
cleaning
PC12. ensure adequate supply of cleaning

consumables such as equipment, materials, chemicals, 1.5 0.5 1.0
liquids
45
Total Out of Skills
(600)
PC13. ensure to clean the store areas with

1.5 0.5 1.0
appropriate materials and procedures
PC14. identify the different types of wastes, e.g.,

liquid, solid, food, non-food, and the ways of handling 1.5 0.5 1.0
them for disposal
PC15. wash hands on a regular basis 2.0 0.5 1.5
PC16. ensure to wash hands using suggested material

1.5 0.5 1.0
such as soap
PC17. wash the cups 1.5 0.5 1.0
PC18. ensure to maintain personal hygiene of daily

1.5 0.5 1.0
bath
PC19. ensure to maintain dental hygiene in terms of
1.5 0.5 1.0
brushing teeth every day
PC20. ensure no cross contaminations of items such

1.5 0.5 1.0
as linen
PC21. report on personal health issues related to

1.5 0.5 1.0
injury, food, air and infectious diseases
PC22. ensure not to go for work if unwell, to avoid

1.5 0.5 1.0
the risk of being spread to other people
PC23. use a tissue, cover the mouth and turn away
2.0 0.5 1.5
from people while sneezing or coughing
PC24. wash hands on using these tissues after
2.0 0.5 1.5
coughing and sneezing and after using the wastes
PC25. ensure to use single use tissue and dispose

2.0 0.5 1.5
these tissues immediately
PC26. coordinate for the provision of adequate clean
2.0 0.5 1.5
drinking water
PC27. ensure to get appropriate vaccines regularly 2.0 0.5 1.5

PC28. avoid serving adulterated or contaminated
2.0 0.5 1.5
food
PC29. undergo preventive health check-ups at

2.0 0.5 1.5
regular intervals
PC30. take prompt treatment from the doctor in case

1.5 0.5 1.0
of illness
46
Total Out of Skills
(600)
PC31. have a general sense of hygiene and

appreciation for cleanliness for the benefit of self and 1.5 0.5 1.0
the customers or local community
POINTS 50 15.5 34.5
TOTAL POINTS 50
PC1. assess the various work hazards 1.0 1.0 0.0
PC2. take necessary steps to eliminate or minimize

1.5 0.5 1.0
them
PC3. suggest methods to improve the existing safety

1.5 0.5 1.0
procedures at the workplace
PC4. analyse the causes of accidents at the workplace 1.5 0.5 1.0
PC5. suggest measures to prevent such accidents

1.5 0.5 1.0
from taking place
PC6. take preventive measures to avoid risk of burns

and other injury due to contact with hot surfaces such 1.5 0.5 1.0
as stoves, gas, fire, hot liquids, hot foods, hot oil, etc.
PC7. be aware of the locations of fire extinguishers,
1.5 0.5 1.0
emergency exits, etc.
THC/N9907
Maintain PC8. practice correct emergency procedures 1.5 0.5 1.0
safety at 50
PC9. check and review the storage areas frequently 1.5 0.5 1.0
workplace
PC10. stack items in an organized way and use safe
lifting techniques to reduce risk of injuries from 1.5 0.0 1.5
handling procedures at the storage areas
PC11. ensure to be safe while using handling

1.5 0.5 1.0
materials, tools, acids, chemicals, detergents, etc.
PC12. store these chemicals and acids in a well-

ventilated and locked areas with warning signs not to 1.5 0.5 1.0
touch
PC13. ensure safe techniques while moving furniture
1.5 0.5 1.0
and fixtures
PC14. ensure to reduce risk of injury from use of

mixers, slicers, grinders, heaters, fridge, ironer and 1.5 0.5 1.0
other electrical tools
PC15. read the manufacturers manual carefully
1.5 0.5 1.0
before use of any equipment
47
Total Out of Skills
(600)
PC16. unplug the electrical equipment before

performing housekeeping, cleaning and maintenance 2.0 0.5 1.5
to avoid injuries
PC17. keep the floors free from water and grease to

2.0 0.5 1.5
avoid slippery surface
PC18. ensure to use non slip liquids and waxes to

1.5 0.5 1.0
polish and treat floors
PC19. use rubber mats to the places where floors are

2.0 0.5 1.5
constantly wet
PC20. ensure safety from injuries of cuts to loss of

fingers, while handling sharp tools such as knives, 2.0 0.5 1.5
needles, etc.
PC21. use flat surfaces, secure holding and

2.0 0.5 1.5
protective wear while using such sharp tools
PC22. use health and safety practices for storing,

cleaning, and maintaining tools, equipment, and 2.0 0.5 1.5
supplies
PC23. practice personal safety when lifting, bending,
2.0 0.5 1.5
or moving equipment and supplies
PC24. ensure the workers have access to first aid kit

1.0 0.0 1.0
when needed
PC25. ensure all equipment and tools are stored and
1.5 0.5 1.0
maintained properly and safe to use
PC26. ensure to use personal protective equipment

and safe wear like gloves, mask, headwear, footwear,
1.5 0.5 1.0
glasses, goggles, etc. for specific tasks and work
conditions where required
PC27. Ensure to display safety signs at places where

1.0 0.0 1.0
necessary for people to be cautious
PC28. take all electrical precautions like insulated

clothing, adequate equipment insulation, dry work
1.5 0.5 1.0
area, switch off the power supply when not required,
etc.
PC29. ensure availability of general health and safety
equipment such as fire extinguishers, first aid 1.5 0.5 1.0
equipment, safety equipment, clothing, safety
48
Total Out of Skills
(600)
installations like fire exits, exhaust fans, etc. are

available
PC30. document all the first aid treatments,

inspections, etc. conducted to keep track of the safety 1.5 0.5 1.0
measures undertaken
PC31. comply with the established safety procedures

1.0 0.5 0.5
of the workplace
PC32. report to the supervisor on any problems and

0.5 0.0 0.5
hazards identified
PC33. ensure zero accident at workplace 0.5 0.0 0.5

PC34. adhere to safety standards and ensure no
1.0 0.5 0.5
material damage
POINTS 50 15 35
TOTAL POINTS 50
Grand Total 600
49
50
EQUIPMENT LIST
House Keeping Attendant (Manual Cleaning) THC/Q0203
QPC Name of the QP NS Equipment Minimum Unit Type Is this a Dimension/Specificati

ode QF Name number mandator on/Description of the
Le of y Equipment/ ANY
vel Equipmen Equipmen OTHER REMARK
t required t to be
(per available
batch of at the
20 Training
trainees) Center
(Yes/No)
THC House Keeping 3 Vaccum 2 units Yes Wet & Dries Pick Up
/Q02 Attendant Cleaner Industrial Model
03 (Manual
Cleaning)
THC House Keeping 3 Telescope 4 units Yes For Glass Cleaning
/Q02 Attendant Poles System
03 (Manual
Cleaning)
THC House Keeping 3 Wringer 3 units Yes
/Q02 Attendant Trolley
03 (Manual
Cleaning)
THC House Keeping 3 Different 10 units Yes Hard And Soft
/Q02 Attendant Brooms
03 (Manual
Cleaning)
THC House Keeping 3 Carpet Brush 5 units Yes
/Q02 Attendant
03 (Manual
Cleaning)
THC House Keeping 3 T Scrubber 8 units Yes
/Q02 Attendant
03 (Manual
Cleaning)
THC House Keeping 3 Wc Brush 15 units Yes
/Q02 Attendant
03
51
(Manual
Cleaning)
THC House Keeping 3 Upholstery 5 units Yes
/Q02 Attendant Brush
03 (Manual
Cleaning)
THC House Keeping 3 Ceiling 5 units Yes
/Q02 Attendant Broom
03 (Manual
Cleaning)
THC House Keeping 3 Washbasin 5 units Yes
/Q02 Attendant Brush
03 (Manual
Cleaning)
THC House Keeping 3 Mops 5 units Yes With Detachable /
/Q02 Attendant Fixed Heads
03 (Manual
Cleaning)
THC House Keeping 3 Squeegees 5 units Yes
/Q02 Attendant
03 (Manual
Cleaning)
THC House Keeping 3 Box Sweeper 3 units Yes
/Q02 Attendant
03 (Manual
Cleaning)
THC House Keeping 3 Buckets 10 units Yes 25 Ltrs Capacity
/Q02 Attendant
03 (Manual
Cleaning)
THC House Keeping 3 Mugs 10 units Yes
/Q02 Attendant
03 (Manual
Cleaning)
THC House Keeping 3 Bowls 5 units Yes
/Q02 Attendant
03 (Manual
Cleaning)
52
THC House Keeping 3 Dust Bins 5 units Yes
/Q02 Attendant
03 (Manual
Cleaning)
THC House Keeping 3 Chamber 1 units Yes
/Q02 Attendant Maid'S Box
03 (Manual
Cleaning)
THC House Keeping 3 Maid'S 1 units Yes
/Q02 Attendant Trolley
03 (Manual
Cleaning)
THC House Keeping 3 Yellow 5 units Yes
/Q02 Attendant Coloured
03 (Manual Caution
Cleaning) Floor Signs
THC House Keeping 3 Display 1 units Yes Floorings Different
/Q02 Attendant Sample Types And Finishes 1
03 (Manual Material Ft * 1 Ft
Cleaning) Boards
THC House Keeping 3 Cleaning 6 units Yes Surface Cleaner, Glass
/Q02 Attendant Agents Cleaners, Floor
03 (Manual Cleaner etc.
Cleaning)
THC House Keeping 3 Spray 15 units Yes
/Q02 Attendant Bottles
03 (Manual
Cleaning)
THC House Keeping 3 WC Fixed to 1 units No
/Q02 Attendant wall
03 (Manual
Cleaning)
THC House Keeping 3 Men Urinals 1 units No
/Q02 Attendant
03 (Manual
Cleaning)
53
EMPLOYABILITY AND ENTREPRENEURIAL SKILLS
MODEL CURRICULUM
Program Name Employability and Entrepreneurship Skills
Qualification Pack
Name & Reference ID. ALL
ID
Version No. 1.0 Version Update Date
Pre-requisites to
NA
Training
• Identify personal strengths and value systems: safe

work habits, achievement motivation, time management,
anger management, stress management.
• Recall important tenets of digital literacy: fundamentals
of computer terminology, parts of a computer and a
keyboard, main applications of MS Office.
• Discuss the essentials of matters pertaining to
money: saving money, bank accounts, types of costs,
investment options, insurance products, taxes.
• Prepare for employment and self-employment:
preparing for an interview, effective resume writing, basic
workplace terminology.
• Illustrate the basics of entrepreneurship and identify
new business opportunities: effective leadership, effective
speaking, effective listening, problem solving, business
opportunities, types of entrepreneurs, entrepreneurial
process and ecosystem, resilient entrepreneurs
54
Sr. Equipment
Module Key Learning Outcomes
No. Required
1 • Recognize the importance of general Laptop, white
Introduction discipline in the class room (dos and board, marker,
don’ts) projector
Theory Duration • List expectations from the program
(hh:mm) • Outline the objectives of the program
00:30
Practical Duration
(hh:mm)
00:00
2 • Identify common health issues and tips Workbook

to prevent them exercises on
Personal Strengths • Discuss critical safety habits to be health standards,
and Value Systems followed by employees Laptop, activity on
• Understand motivation with the help of strengths and
Theory Duration Maslow’s Hierarchy of Needs weaknesses, white
(hh:mm) • List the characteristics of board, marker,
04:00 entrepreneurs with achievement projector
motivation
Practical Duration • Discuss how to maintain a positive
(hh:mm) attitude
04:00 • Discuss the role of attitude in self-
analysis
• List your strengths and weaknesses
• Describe the importance of honesty in
entrepreneurs
• List the characteristics of highly
creative and innovative people
• Discuss the benefits of time
management
• List the traits of effective time
managers
• Apply effective time management
techniques
• Apply tips for anger management and
stress management
3 • Identify the basic parts of a computer
and keyboard
• Recall basic computer terminology
Digital Literacy: A • Identify the functions of basic computer Laptop, white
keys board, marker,
Recap
• Discuss the main applications of MS projector, CPU,
Office Monitor, keyboard,
Theory Duration • Discuss the benefits of Microsoft mouse, MS Office
(hh:mm) Outlook software, E-Wallet
01:00 • Identify the different types of e- soft wares such as
Practical Duration commerce PayTM, SBI buddy
(hh:mm) • Explain the benefits of e-commerce for etc.
03:00 retailers and customers
• Discuss how the Digital India campaign
will help boost e-commerce in India
55
Sr. Equipment
No. Required
• Describe how you will sell a product or
service on an e-commerce platform
• Elaborate on the need for digital
transactions
• Identify the modes of digital
transactions
• Explain the uses of digital transactions
4 • Recognize the importance and benefits

Money Matters of saving money Laptop, white
• Discuss the main types of bank board, marker,
Theory Duration accounts projector,
(hh:mm) • Illustrate the process of opening a bank Passport, Driving
06:00 account License, Voter ID
• Differentiate between fixed and card, PAN card,
Practical Duration variable costs Aadhaar card,
(hh:mm) • Describe the main types of investment sample KYC
02:00 options document, bank
• Identify the different types of insurance opening form (can
products and types of taxes be downloaded
• Discuss the uses of online banking from the Internet)
• Describe the main types of electronic
funds transfers
5 • Follow the steps to prepare for an
Preparing for interview Laptop, white
Employment and Self- • Create an effective Resume board, marker,
Employment • Identify the most frequently asked projector, sample
interview questions CVs, Mock
Theory Duration • Discuss how to answer the most interviews, role
(hh:mm) frequently asked interview questions plays, role play
02:00 • Identify basic workplace terminology briefs, FAQs, quiz
on basic
Practical Duration workplace
(hh:mm) technologies.
04:00
56
6 • Discuss the concept and significance
Entrepreneurship of entrepreneurship and the
characteristics of an entrepreneur
Theory Duration • List the qualities of an effective leader Laptop, white
(hh:mm) and the benefits of effective leadership board, marker,
04:30 • List the traits of an effective team projector, SWOT
• Apply techniques of effective listening activity: pen and
Practical Duration • Apply techniques of effective speaking paper individual
(hh:mm) • Solve problems by identifying important exercise, charts,
09:00 problem solving traits coloured pens,
• Discuss how to identify new business Group Activity:
opportunities within your business poster making on
• Describe the different types of entrepreurship
entrepreneurs ecosystem.
Activity: SMART
• State the characteristics of
Goal writing
entrepreneurs
• Recall entrepreneur success stories
57
Sr. Equipment
No. Required
• Follow the entrepreneurial process and
explain the entrepreneurship
ecosystem
• Recognize the purpose of the Make in
India campaign
• Identify key schemes to promote
entrepreneurs
• Define the relationship between
entrepreneurship and risk appetite and
entrepreneurship and resilience
• Discuss the characteristics of a
resilient entrepreneur
• Identify techniques of dealing
effectively with failure
Total Duration
Unique Equipment Required:
Theory Duration Laptop, white board, marker, projector
18:00
Practical Duration
22:00
58
PRACTICAL TRAINING (ON-JOB TRAINING)
(BLOCK-II)
DURATION: 1440 Hrs
GENERAL INFORMATION
1) Name of the Trade : Room Attendant

2) Duration of On-Job Training : 1440 Hrs
3) Batch size : 10 (Recommended)
4) Examination :
a. The internal assessment will be held on completion of the block
b. THSC exam will be conducted at the end of Apprenticeship Training
5) Instructor Qualification : Trainer Prerequisites for Job role “Room Attendant” mapped to
Qualification Pack: “THC/Q0202 , Version 1.0 ”
Sr. Area Details
No.
1 Job Description To deliver accredited training service, mapping to the
curriculum detailed above, in accordance with the
Qualification Pack “THC/Q0202 ,Version 1.0”
2 Personal Attributes Aptitude for conducting training, and pre/ post work to ensure
competent, employable candidates at the end of the training.
Strong communication skills, interpersonal skills, ability to
work as part of a team; a passion for quality and for developing
others; well-organised and focused, eager to learn and keep
oneself updated with the latest in the mentioned field.
3 Minimum Educational Certificate/Diploma/Degree in Hotel Management
Qualifications
4a Domain Certification Certified for training for Job Role: “Room Attendant” mapped
to QP: “THC/Q0202 ,Version 1.0” with minimum passing score
70%
4b Platform Certification Recommended that the Trainer is certified for the Job Role:
“Trainer”, mapped to the Qualification Pack: “THC/Q0202 ,
Version 1.0”. Minimum accepted score is 70% .
5 Experience At least 4 years’ experience in Housekeeping including one
year as supervisory capacity in a classified Hotel or Facility
Management Company. Experience as Departmental Trainer/
On the Job Trainer would be essential
59
Program Name Room Attendant
Qualification Pack Name Room Attendant

& Reference ID. THC/Q0202 ,Version 1.0
Version No. 1.0 Version Update Date 05-10-19
Pre-requisites to Training Preferable Primary Education
• Prepare for housekeeping operations
• Waste disposal
• Provide janitorial service
• Effective communication
• Cleaning furniture, fittings and vertical surfaces
• Proper etiquette and conduct
• Bed making
• Health, hygiene and safety
Equipm
ent
Require
d
Week Induction and Orientation 1. Vision, Mission/Values of the Audi-

1 of the company Organisation Visual
2. Induction
Theory Duration White
3. Do’s and Don’ts of the organisation
4. Organisation Structure Board
(hh:mm)
5. Intra departmental Induction
24:00 6. Housekeeping departmental induction
7. Housekeeping SOP and Terms and
standard Phrases
Practical Duration 8. Roles and Responsibility of Room
Attendant
(hh:mm)
16:00
Week Hygiene 9. Hand wash procedure White

2 10. Understand personal hygiene board
11. Understand dental hygiene and
Theory Duration 12. Understand cross contamination and how Visual
to prevent it Aids
(hh:mm) 13. Report on personal health issues
14. Ensure procedures such as covering the
mouth and turning away from people while
coughing and sneezing
60
03:00 15. Maintain availability of clean drinking
water
16. Get appropriate vaccinations regularly
Practical Duration 17. Undergo preventive health check up and
treat all illnesses promptly
(hh:mm)
37:00
THC/N09906
Week Work Hazards 18. Understand various hazards in work areas White
3 and how to eliminate or minimize them board
19. Knowledge of Chemicals and and
Theory Duration preventions. Visual
20. Personal Protection Equipment Aids
(hh:mm) 21. Analyze the causes of accident at
workplace and suggest measures to prevent
them
02:00 22. Take preventive measures and suggest
methods to improve existing safety procedures
Practical Duration
(hh:mm)
38:00
THC/N09907
Week Safety standards and 23. Key Control and Security Process
4 procedures 24. Know correct emergency procedures
25. Know the locations of fire extinguishers,
fire emergency etc
Theory Duration 26. Stack items in an organized way to avoid
accidents
(hh:mm) 27. Handle materials, tools, chemicals etc
safely
61
28. Ensure safe techniques while moving
furnitures and fixtures
03:00 29. Understand guidelines to use electrical
equipment
30. Ensure floors are not slippery
Practical Duration 31. Practice ergonomic lifting, bending or
moving equipment
(hh:mm) 32. Understand first aid
33. Know the use of personal protective
equipment and safety gear
37:00 34. Knowledge of safety signs
35. Document first aid treatments and safety
procedures
Corresponding NOS Code 36. Report to supervisor if any hazard is
identified adhere to safety standards
THC/N09907
Week Cleanliness 37. Keep the workplace clean

5 38. Identify waste and ensure its disposal
39. Ensure waste bins are cleared everyday
Theory Duration 40. Point out requirements for pest control
41. Ensure work place has fresh air supply
(hh:mm) and sufficient lighting
42. Ensure maintenance check of air
02:00 conditioners and other mechanical equipment in
the department
43. Know safe and clean handling of linen,
Practical Duration laundry and work area
44. Ensure adequate supply of cleaning
(hh:mm)
consumables
10:00 45. Greet, welcome and address the customer
appropriately
46. Maintain pitch and tone of voice while
speaking to customers
47. Maintain high standards of practice and
THC/N09906 transparency in pricing
48. Answer the telephone
49. Communicate appropriately with the
customer
Etiquettes
50. Dress professionally
Theory Duration 51. Maintain personal integrity and ethical
(hh:mm) behaviour
52. Maintain personal grooming and positive
03:00
body language
Practical Duration 53. Demonstrate responsible and disciplined
(hh:mm) behaviour
54. Escalate grievances to appropriate
25:00
authority
Corresponding NOS
Code
62
THC/N09903
Week Identifying housekeeping 55. Check assigned area as per duty roster for Roster
6 requirements and different types of things to be cleaned
resources 56. Check the occupancy rate for the areas
assigned
Theory Duration 57. Inspect the area for cleaning
(hh:mm) 58. Identify the types of surfaces to be
cleaned
59. Knowledge of cleaning Chemicals
02:00 60. Assess requirement for housekeeping
equipment and consumables
Practical Duration 61. Ensure that data and information received
(hh:mm) is complete and correct
62. Identify workplace procedures for
housekeeping
38:00 63. Choose the equipment and materials taken
into account
64. Prepare work area using PPE
THC/N0208
Week Preparing for housekeeping 65. Sequence of Room Cleaning and Entering
7, 8 activities the Guest room
66. How to setup Pantry
Theory Duration
67. Obtain the PPE required
(hh:mm)
68. Obtain the appropriate equipment and
materials and consumables as per organization’s
standards
05:00 69. Set up Housekeeping Maid Cart, Caddy
70. Wear the personal protective equipment
Practical Duration required for the cleaning method
(hh:mm) 71. Follow the instructions and procedures for
entering and leaving the workplace
72. Plan the sequence for cleaning the area to
75:00 avoid re-soiling
73. Ensure that all surfaces to be cleaned are
accessible
Corresponding NOS Code 74. Ensure that there is adequate ventilation
63
75. Identify and follow specific requirements
for housekeeping activities
THC/N0208 76. Follow the manufacturer’s instructions for
using any tools and equipment
77. Ensure levels of personal hygiene
78. Follow the correct procedures to deal with
any lost property or unattended items
79. Prepare work area and equipment so that
the job can be done efficiently
80. Complete preparation for housekeeping
activities following SOP’s and ensure removal
of waste
81. Complete checklists and records for
preparation of housekeeping duties
82. Airing a Smoking room
Week Cleaning floors 83. Choose equipment and cleaning agents Dry
9, 10 that are right for the floor cleaning
84. Choose a method of removing the dust Machin
Theory Duration and debris e
(hh:mm) 85. Clear any large items of debris by hand,
safely Wet
86. Mix and apply the cleaning solution cleaning
04:00 87. Carry out the cleaning as per SOP of the Machin
company e
88. Remove the ground-in soil without
Practical Duration damaging the surface Chemica
(hh:mm) ls to be
89. Remove the loose dust and debris
90. Choose a method of clearing up the used for
spillage floor
76:00 91. Empty all the waste from the bins cleaning
92. Put the garbage or debris in the correct
Types of
container
Corresponding NOS Code 93. Report any stains that cannot be removed surfaces
to the supervisor like
marble,
THC/N0210
tiles,
wood
etc.
Week Cleaning washrooms and 94. Sequence of Bathroom Cleaning Dry

11, 12 bathrooms 95. Follow any special procedures for cleaning
entering washroom and bathroom Machin
96. Make sure there is enough ventilation e
Theory Duration 97. Follow any relevant codes of practice for
(hh:mm) safety measures Wet
98. Choose equipments and cleaning agents cleaning
that are suitable for the surface Machin
04:00 99. Mix and apply cleaning agents e
100. Clean washrooms and bathrooms
including tubs Chemica
Practical Duration 101. Clean basins and taps so that they are free ls to be
(hh:mm) of dirt used for
102. Check that washrooms are free flushing
and draining
64
76:00 103. Clean the appliances, surfaces, fixtures floor
and fittings cleaning
104. Clean the surrounding floors, walls,
Corresponding NOS Code mirrors and other surfaces Types of
105. Make sure waste bins are empty, clean surfaces
and ready for use like
THC/N0210 106. Identify waste and get it ready for marble,
dispatch tiles,
107. Make sure that plug holes, waste outlets wood
and over flows are free from blockages etc.
108. Report any faults and problems to the
appropriate person
Week Replenishing supplies in 109. Check the holders contain the correct
13 washrooms and bathrooms amount of consumables
and completing cleaning 110. Check supplies and accessories
duties 111. Make sure that customer supplies and
accessories are clean and free from damage
112. Replenish, replace and refill supplies as
Theory Duration
per SOP
(hh:mm) 113. Make sure that the area has the right
amount of supplies and consumables
114. Report any stock shortages to the
02:00
115. Ensure cleaning equipment is clean and in
working order
Practical Duration 116. Put everything back in the right place
(hh:mm) when work is finished
117. Remove or replace personal protective
equipment
38:00 118. Ensure floor cleaning duties are
conducted following SOP
119. Notify maintenance requirements of any
Corresponding NOS Code damaged items
120. Complete and ensure checklists and
records
THC/N0210
121. Check work areas to ensure required
122. Replenish Minibar
123. Procedure for Expiry Minibar Items
Week Cleaning furniture and 124. Remove loose dust and debris
14, 15, upholstery 125. Examine the upholstered material
16, 17 126. Identify whether the material is colour-
fast and shrink-resistant for furnishings
Theory Duration 127. Identify and report damaged surfaces
(hh:mm) 128. Apply the treatment safely, according to
the manufacturer’s instructions
129. Examine the treated area
10:00 130. Leave the material free of excess moisture
and ground-in soil
131. Choose a cleaning agent and equipment
Practical Duration appropriate for the marks, surface and type of
dirt
65
(hh:mm) 132. Scrape off anything that is stuck on the
133. Mix and apply the cleaning agent
150:00 smoothly
134. Leave the surface clear of the marks
135. Leave the surfaces dry and free of smears
Corresponding NOS Code and dirt
136. Put everything back in the right place
137. Report any marks that cannot be reached
THC/N0212 or spot cleaned
138. Deal with cleaning equipment correctly
THC/N0216
after use
139. Sort out and handle the waste safely
140. Make sure that waste containers are taken
safely to the right place
Week Cleaning vertical spaces, 141. Loosen dirt that is stuck on to the glass Broom,
18, 19 fittings, internal glass surface without causing damage wiper
spaces 142. Remove loose dust and debris first etc.
143. Clean walls so they are free from dust,
Theory Duration cobwebs, dirt, grease spots and stains Head
(hh:mm) 144. Choose a cleaning agent and equipment gear,
04:00 that are right for the surface eyewear
145. Apply cleaning agents to fixtures and , boots,
lights and ensure they are clean and workable gloves
Practical Duration
146. Check that heating, lighting and
(hh:mm)
ventilation systems are set correctly
76:00 147. Rub off the dirt thoroughly from the glass
surface and remove it without damaging the
surface
Corresponding NOS Code 148. Put everything back in the right place
when one has finished the work
149. Collect and segregate waste
THC/N0212
Week Obtain linen and covers 150. Linen Room Linen

20, 21 and change bathroom linen 151. Sorting Linen Trolley,
152. Choose and collect clean, laundered and White
Theory Duration correct type and quantity of linen
(hh:mm) board
153. Check that the linen collected meets the and
required standard Visual
154. Deal with any linen or bed coverings Aids
04:00 155. Transport bed linen and bed coverings
safely and correctly
Practical Duration 156. Handle and move the linen and bed
(hh:mm) coverings securely
157. How to Wash, Dryclean Guest Laundry,
Spotting
76:00
66
THC/N0214
Week Making bed, checking and 158. Remove all linen and bed covering from Bed and
22, 23 changing linen the beds Linen,
159. Handle and store soiled linen and bed White
Picking up and Delivering coverings correctly board
Guest Laundry 160. Inspect the bed and mattress before bed and
making Visual
161. Make sure the bed base, bed head, linen Aids
Theory Duration and bed coverings are clean and not damaged
(hh:mm) 162. Make the bed with the right linen and bed
coverings
163. Leave the bed neat, smooth and ready for
04:00 use
164. Deal with customers personal property
according to SOP’s
Practical Duration
(hh:mm) 165. Remove soiled bathroom linen including
bath rugs
166. Fold the towels, napkins and place them
at appropriate place
76:00
167. Change the bath rug and mats
168. Remove use bath robe and replace with a
fresh one
169. Ensure that the bed linen, rugs and mats
are clean, soft and free from damage
THC/N0214 170. Leave the bathroom neat and tidy and
ready for use
171. Complete and check complete checklists
and records
172. Report any lost and found property to the
authorized person as per SOP
174. How to pickup and Check Guest Laundry.
How to Mark/Pack and deliver Guest laundry
Week Periodic room servicing 175. Ensure availability of necessary Broom,

24, 25 information about the schedule and wiper
Theory Duration
requirements for periodic room servicing etc.
(hh:mm)
176. Obtain the necessary stock to replace
items in the room Head
177. Mattress Turning and Pillow Cleaning gear,
04:00 Procedure eyewear
178. Carry out the required periodic room , boots,
Practical Duration servicing as required gloves
(hh:mm) 179. Leave the room in the required condition
as per SOP
180. Follow the correct procedures for items
76:00 placed
181. Identify and report anything that needs
specialist maintenance
Corresponding NOS Code 182. Store cleaning equipment correctly
67
THC/N0215
Week Deep cleaning 183. Make sure one has the necessary Broom,
26, 27 information about the schedule wiper
184. Check requirements for periodic deep etc.
Theory Duration cleaning
(hh:mm) 185. Prepare areas for periodic deep cleaning Head
186. Choose correct cleaning equipment and gear,
04:00 materials eyewear
187. Leave the room in the required condition , boots,
Practical Duration as per SOP gloves
(hh:mm) 188. Identify and report any items that need
76:00
THC/N0215
Week Waste disposal 189. Use PPE as per waste involved White
28 190. Remove and collect waste as per board
regulations and
Theory Duration 191. Sort and segregate waste as per type Visual
192. Reduce the volume by breaking down, Aids
(hh:mm) compressing, shredding etc
193. Pack and store in appropriate and clean
03:00 waste containers
194. Change waste bags regularly
195. Keep waste areas clean and tidy
Practical Duration 196. Ensure waste containers are taken to
collection point
(hh:mm)
197. Complete records to maintain waste audit
trail
198. Identify and report problems related to
37:00 collection, storage or disposal of waste
199. Follow legal and regulatory requirement
related to waste disposal
THC/N0217
Week Checklists and registers 200. Fill up checklists for assigned work areas White
29 to record status of work as per the procedure board
Theory Duration 201. Fill up checklists for equipment, machines and
(hh:mm) provided and serviceability Visual
202. Fill up requisition for requirement of Aids
02:00 housekeeping supplies
68
203. Fill up register to record attendance
204. Fill up description of work carried out
Practical Duration during the shift
(hh:mm) 205. Record unfinished task in the log book
206. Record deviations and lost and found
38:00 belongings
207. Report any incidents and accidents that
take place
Corresponding NOS Code 208. Ensure that the report draws valid
conclusions
209. Adopt the most suitable mode of
presentation
THC/N0207
210. Apply Guest Loan item handling Process
211. Handling Guest Valuables
212. Handling DND and Double Lock rooms
213. Lost and Found
214. DND and
215. Housekeeping desk Reporting
Week Reporting and 216. Prepare Discrepancy and Occupancy White

30 Documentation Report board
217. Conduct assigned cleaning duties and
Theory Duration following workplace procedures and ensure
(hh:mm) Visual
removal of waste Aids
218. Notify maintenance requirements any
02:00 219. Complete checklists and records for
housekeeping duties
Practical Duration 220. Report any lost and found property to the
(hh:mm) authorized person
38:00 222. Prepare regular reports and documents as
required by organization’s procedures
223. Prepare special reports from time to time
Corresponding NOS Code 224. Ensure that the report includes all
necessary information and is accurate, clear and
concise
THC/N0215 225. Present the report to the relevant people
within agreed timescales
THC/N0207
226. Use appropriate templates and formats
227. Apply Guest Loan item handling Process
Week Escalation matrix 228. Record unresolved issues and escalations White
31 in the log book board
229. Record job related problems to the and
Theory Duration supervisor and monitor them Visual
(hh:mm) 230. Refer the problem to an internal specialist Aids
if not resolved
02:00
Practical Duration
(hh:mm)
69
38:00

THC/N0207
Week Interacting with superiors 231. Receive job order and instructions from White
32 and colleagues reporting superior board
232. Escalate unresolved problems or and
Theory Duration
complaints to relevant superior Visual
(hh:mm)
233. Understand work output requirements, Aids
02:00 targets, performance indicators and incentives
234. Deliver quality work and report
anticipated delays with reason
Practical Duration
(hh:mm) 235. Communicate maintenance and repair
schedule to superior
38:00 236. Receive feedback on work standards
237. Document the completed work
238. Show trust, support and respect to all
Corresponding NOS Code colleagues and assist them with information and
knowledge
239. Try to achieve smooth overflow
THC/N09901 240. Identify the potential and existing
conflicts with colleagues and resolve them
241. Seek assistance from colleagues when
required
242. Pass on essential information to
colleagues in a timely manner
243. Behave responsibly and use polite
language with colleagues
244. Interact with colleagues from different
functions to understand their nature of work
245. To understand teamwork, multi tasking,
co-operation, co-ordination and collaboration
246. Lookout for any errors and help
colleagues to rectify them
Week Communicating with 247. Identify customer needs by asking White

33 customers/ Achieving questions board
customer satisfaction by 248. Have good knowledge on product and and
being professional services and brief the customer clearly on them Visual
in a polite and professional manner Aids
249. Build friendly but impersonal relationship
Theory Duration
with the customers
(hh:mm) 250. Use appropriate language and tone and
listen actively
02:00 251. Show sensitivity to gender/ cultural and
social differences
Practical Duration 252. Understand customer expectations and
(hh:mm) provide appropriate product/services
253. Understand customer dissatisfaction and
address their complaints
70
38:00 254. Maintain proper body language and dress
code
255. Communicate clearly and effectively with
Corresponding NOS Code the guest
THC/N09901 256. Inform the customers on any issues and
developments involving them
257. Respond back to the customer
immediately
258. Upselling/promoting suitable products
and services
259. Seek feedback from customers
260. Explain terms and conditions clearly
261. Use appropriate titles and terms of respect
262. Handle customer grievances
professionally
263. Offer friendly, courteous and hospitable
service to the customers
264. Provide assistance with sincere attitude
265. Achieve 100% customer satisfaction
266. Understand customer loyalty and brand
value
Week Services and facilities 267. Make sure new initiatives of Hotel are not White
34, 35 specific to age / gender / leaked out board
special needs/ IPR and 268. Report IPR violations and
Copyright 269. Read copyright clause Visual
270. Protect infringement upon customer’s Aids
interests
271. Know which aspect of customer
information can be used
Theory Duration 272. Report any infringement
(hh:mm)
04:00
Practical Duration
(hh:mm)
76:00
THC/N09904
THC/N09905
Week Report Creation and Log 273. Create a report on the Key Learnings and
36 book completion complete the logbook by getting the relevant
supervisors to sign the same
Theory Duration
71
(hh:mm)
03:00
Practical Duration
(hh:mm)
37:00
Total Duration Queen-size bed and seating area (preferably) a roll

away bed as well as Mattresses, , Pillows, Cushions, Flat
1440 Hrs
screen TV , Mini , refrigerator, Coffee brewer, Tea tray
Theory Duration with Coasters, Stirrers, , coffee, tea and amenities ,Iron
and Ironing board, Study table and chairs, Coffee table,
104:00
Glass windows, Curtain and sheers
Sofa set, Rug. Carpet, Telephone, Ashtray, Matches,
Standing and bed side lamps, Closet with hangers, Safe,
Practical Duration
Door with safety , chain, Door Knob Breakfast menu,
1336:00 Slippers, DND and Clean my room Card, Stationery,
Tent cards, Services Directory, Dustbin and liners,
Slippers, Shoe tuck, Laundry bags; Shower area with
shower head, Water faucets, Bath tub (optional), Wash
basin , with faucets, Water Closet with bidet and/or
health faucet
Mirror, Hair dryer, Shaving mirror (optional), Bucket
and mug
Bathroom amenities, Loofah Mit, Toilet tissue/roll,
Facial Tissue
Glass covers, Coasters, Glasses, Shower liners, Shower
curtains
Shower caps, Shampoo, Foam bath, Conditioner,
Shower gel
Face wash, Face soaps, Body soaps, Lotions, Vanity kits
Sewing kits, Shaving kit, Dental kit, Disposal bags
Cotton buds, Ear bud, Comb, Dustbin and liners, Double
sheets
Blanket, Duvet with cover, Bed cover/spread, Pillow
cases, Bath towels, Hand towels, Face towels, Wash
cloths, Dusters, Bath mats, Bath rugs, Bath robes, Nail
cutter, Shoe shine, Shoe polish ,hand brush, Dental
floss, Mouth freshener, Deodorant
Window/glass cleaner, All-purpose disinfectant, Room
deodoriser, Furniture polish, Toilet bowl cleaner and
disinfectant (non-corrosive),Mold/mildew remover
Chrome polish, Mops, Vacuum cleaner, Broom, Dust
pan
Dusting brush, Scrub brush, Grout brush,Scrub pad
Bucket, Pair of rubber gloves, Clean rags, Trash liners,
72
Housekeeping Trolley/Cart
(This syllabus/ curriculum has been approved by Tourism and Hospitality Skill Council)
73
ASSESSMENT CRITERIA
Job Role : Room Attendant
Qualification Pack : THC/Q0202
Sector Skill Council : Tourism and Hospitality
1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each
Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will
also lay down proportion of marks for each PC.
2. Each NOS will assessed both for theoretical knowledge and practical which is being
proportionately demonstrated in the table below.
3. The assessment for the theory part will be based on knowledge bank of questions created by the
SSC.
4. To pass the Qualification Pack, every trainee should score a minimum aggregate of 60%.
Total Skills
Out
Performance criteria Marks Theory Practical
of
(700)
PC1. Check assigned area as per duty roster 1.5 1.0 0.5
PC2. Check the occupancy rate for the areas
1.5 1.0 0.5
assigned
PC3. Inspect the area for the cleaning 1.0 0.5 0.5
PC4. Identify the types of surfaces to be
2.0 1.0 1.0
cleaned
PC5. Assess requirement for housekeeping
equipment and consumables as per the 1.5 0.5 1.0
occupancy rate
PC6. Identify requirement of ppe to be used 1.5 0.5 1.0
PC7. Ensure that the data and information
1.5 1.0 0.5
received is complete and correct
PC8. Identify workplace procedures for
2.0 1.0 1.0
THC/N0208 housekeeping
Prepare for PC9. Choose the appropriate equipment and
50
housekeeping materials taking into account factors
operations such as manufacturers' instructions, 1.5 0.5 1.0
risk, efficiency, access, time, surface
and type of soiling
PC10. Obtain the ppe required 2.5 0.5 2.0
PC11. Obtain the appropriate equipment and
materials and consumables and if the
same are not available, select suitable 1.5 0.5 1.0
alternatives or inform the appropriate
person
PC12. Wear the personal protective
equipment required for the cleaning 1.5 1.0 0.5
method and materials being used
PC13. Follow the instructions and procedures
2.5 1.0 1.5
for entering and leaving the workplace
74
Total Skills
Out
Performance criteria Marks Theory Practical
of
(700)
PC14. Plan the sequence for cleaning the area
to avoid re-soiling clean areas and 1.5 0.5 1.0
surfaces
PC15. Ensure that all surfaces to be cleaned
are accessible and can be reached to 2.0 1.0 1.0
perform adequate cleaning
PC16. Ensure that there is adequate
ventilation for the work being carried 2.0 0.5 1.5
out
PC17. Identify and follow specific
requirements for housekeeping
2.0 0.5 1.5
activities in different parts of the work
area assigned
PC18. Select equipment and consumables e.g.
Cleaning agents in accordance with 2.0 0.5 1.5
work area requirements
PC19. Follow the manufacturer's instructions
for using any tools, equipment, 1.5 1.0 0.5
consumables and cleaning agents
PC20. Carry towels, cleaning items, and
cleaning supplies using wheeled carts 1.5 0.5 1.0
or as per unit procedure
PC21. Disinfect equipment and supplies, using
appropriate solutions or steam- 1.5 0.5 1.0
operated sterilizers
PC22. Ensure levels of personal hygiene meet
workplace requirements and are
1.5 1.0 0.5
maintained throughout the cleaning
process
PC23. Ensure that the right people know
when cleaning is taking place and when 1.5 0.5 1.0
the area will be free for use again
PC24. Follow the correct procedures to deal
with any lost property or unattended 2.5 0.5 2.0
items
PC25. Check and prepare cleaning equipment
as per manufacturers' instructions 2.5 1.0 1.5
before use
PC26. Prepare work area and equipment so
that the job can be done efficiently, 2.5 0.5 2.0
correctly and safely
PC27. Complete preparation for
housekeeping duties following
1.5 0.5 1.0
workplace procedures and ensure
removal of waste
2.0 1.0 1.0
preparation for housekeeping duties
POINTS 50 20 30
TOTAL POINTS 50
75
Total Out Skills
Performance criteria Marks of Theory Practical
(700)
PC1. Choose equipment and cleaning agents that
are right for the floor and the amount of 1.0 0.5 0.5
ground-in soil/dirt
PC2. Choose a method of removing the dust and
debris that is right for the floor and the 1.0 0.5 0.5
amount of dust and debris involved
PC3. Clear any large items of debris by hand,
1.0 0.5 0.5
safely
PC4. Mix and apply the cleaning solution 1.5 0.5 1.0
PC5. Carry out the cleaning as per organization’s
1.5 0.5 1.0
standards and procedure
PC6. Remove the ground-in soil/dirt without
damaging the surface and leave the floor
1.0 0.0 1.0
and the surrounding area dry and free of
smears
PC7. Remove the loose dust and debris carefully
and put the dust and debris into the correct 1.0 0.0 1.0
container for disposal
PC8. Leave the floor clear of dust and debris and
put everything back in the right place when 1.0 0.0 1.0
THC/N0210 work is finished
Provide PC9. Choose a method of clearing up the
50
janitorial spillage, if any, that is right for the floor and 1.0 0.0 1.0
service the size and type of spillage
PC10. Remove the spillage safely and leave the
1.0 0.5 0.5
floor surface clean and dry
PC11. Empty all waste from the bins in the area of
1.0 0.5 0.5
responsibility
PC12. Re-line or clean bins as per procedure 1.0 0.0 1.0
PC13. Put the garbage and debris in the correct
container and remove the left-over cleaning 1.0 0.0 1.0
solution aside
PC14. Report any stains that cannot be removed
1.0 0.0 1.0
to the supervisor
PC15. Follow any special procedures for entering
1.0 0.5 0.5
the toilets and washrooms
PC16. Make sure that there is enough ventilation
1.0 0.0 1.0
in the area being cleaned
PC17. Follow any relevant codes of practice to
make sure to protect oneself and others
1.0 0.0 1.0
throughout the process e.g. Put-up
appropriate signage
PC18. Choose equipment and cleaning agents that
1.0 0.5 0.5
are suitable for the surface
76
Total Out Skills
(700)
PC19. Mix and apply cleaning agents 1.0 0.5 0.5
PC20. Clean washrooms and bathroom including
1.5 0.5 1.0
bath tubs
PC21. Clean basins and taps so that they are free
1.0 0.5 0.5
of dirt and removable marks
PC22. Clean the inside and outside of the
washroom so that it is free of dirt and 0.5 0.0 0.5
removable marks
PC23. Check that washrooms are free flushing and
1.5 0.5 1.0
draining
PC24. Clean the fixtures and fittings in an order
1.0 0.0 1.0
that is least likely to spread infection
PC25. Clean the appliances, surfaces, fixtures and
fittings so that they are dry and free from 1.0 0.5 0.5
dirt and removable marks
PC26. Clean the surrounding floors, walls, mirrors
1.0 0.0 1.0
and other surfaces
PC27. Make sure waste bins are empty, clean and
1.0 0.5 0.5
ready for use
PC28. Identify waste and get it ready for dispatch 1.0 0.5 0.5
PC29. Make sure that plug holes, waste outlets
1.5 0.5 1.0
and over flows are free from blockages
PC30. Report any faults and problems to the
1.0 0.5 0.5
appropriate person
PC31. Check that holders contain the correct
1.5 0.0 1.5
amount of consumables
PC32. Check supplies and accessories including
bathroom linen in the washrooms and 1.0 0.5 0.5
washroom
PC33. Make sure that customer supplies and
1.0 0.5 0.5
accessories are clean and free from damage
PC34. Replenish, replace and refill supplies as per
1.5 0.5 1.0
organization procedure
PC35. Follow the manufacturers’ instructions
1.0 0.5 0.5
correctly when refilling or replacing items
PC36. Make sure the area has the right amount of
supplies and consumables when work is 1.5 0.5 1.0
finished
PC37. Report any stock shortages to the
1.5 0.0 1.5
PC38. Ensure cleaning equipment is clean and in
working order when work is finished taking
1.0 0.5 0.5
appropriate action to deal with any items
that are not
PC39. Put everything back in the right place when
1.5 0.5 1.0
work is finished
PC40. Remove or replace personal protective
1.5 0.5 1.0
equipment following workplace
77
Total Out Skills
(700)
PC41. Ensure floor cleaning duties are conducted
following workplace procedures and waste 1.5 0.5 1.0
removed
1.0 0.5 0.5
PC43. Complete and ensure checklists and records
1.0 0.5 0.5
for housekeeping duties are maintained
1.5 0.0 1.5
POINTS 50 15 35
TOTAL POINTS 50
Total Out Skills

(700)
PC1. Remove loose dust and debris making sure
it spreads as little as possible either
1.0 0.5 0.5
manually or with a vacuum cleaner, as
required
PC2. Examine the upholstered material to make
sure that it is suitable for the planned
treatment, given the nature of the material 1.0 0.5 0.5
and the type, position, form and amount of
soiling
PC3. Identify whether the material is colour-fast
1.5 0.5 1.0
and shrink-resistant for furnishings
PC4. Identify and report damaged or
deteriorating surfaces and/or those which 2.0 0.5 1.5
may require restorative work
THC/N0212 PC5. Soften ground-in soil and stains before
1.5 0.5 1.0
Clean trying to remove them
furniture, PC6. Apply the treatment safely, according to the
50
fittings and manufacturer's instructions and without 1.5 0.5 1.0
vertical over- wetting or damaging the material
surfaces PC7. Examine the treated area and apply more
treatment if it will help to remove the stain 1.5 0.5 1.0
safely
PC8. Leave the material free of excess moisture
2.0 0.5 1.5
and ground-in soil
PC9. Make sure that furnished areas are free
1.5 0.5 1.0
from unpleasant smells
appropriate for the marks, surface and type 2.5 0.5 2.0
of dirt on the furniture
PC11. Scrape off anything that is stuck on to the
1.5 0.5 1.0
PC12. Mix and apply the cleaning agent/solution
smoothly and evenly; go from mild to harsh 1.5 0.5 1.0
if stain cannot be identified
78
Total Out Skills
(700)
3.0 1.0 2.0
PC14. Leave the surfaces dry and free of smears
1.5 0.5 1.0
and dirt, when work is finished
1.5 0.5 1.0
work is finished
PC16. Report any marks that cannot be reached or
1.5 0.5 1.0
spot cleaned to the person in charge
PC17. Deal with cleaning equipment correctly
1.5 0.5 1.0
after use
PC18. Sort out and handle the waste safely and
2.5 0.5 2.0
according to instructions
1.5 0.5 1.0
safely to the right collection/ disposal point
PC20. Loosen dirt that is stuck on to the glass
1.5 0.5 1.0
surface without causing damage
PC21. Remove loose dust and debris first 1.5 0.5 1.0
PC22. Remove loose dust, making sure it spreads
1.5 0.5 1.0
as little as possible
PC23. Clean walls (interior) so they are free from
1.5 0.5 1.0
dust, cobwebs, dirt, grease, spots and stains
that are right for the surface and type of
dirt follow manufacturer's instructions 2.5 0.5 2.0
correctly when one mix and apply the
cleaning agent
PC25. Apply cleaning agents to fixtures and lights
2.5 0.5 2.0
and ensure they are clean and workable
PC26. Check that heating, lighting and ventilation
2.5 0.5 2.0
systems are set correctly after cleaning
PC27. Rub off the dirt thoroughly from the glass
surface and remove it without damaging 1.5 0.5 1.0
the surface
one have finished efficiently, correctly and 1.5 0.5 1.0
safely
PC29. Collect and segregate waste according to
instruction without causing any spillage or 1.5 0.5 1.0
clutter
POINTS 50 15 35
TOTAL POINTS 50
Total Out Skills

Performance criteria Marks Of Theory Practical
(700)
THC/N0214 PC1. Choose and collect clean, laundered and
Replace linen correct type and quantity of linen and bed
50 1.5 0.5 1.0
and make coverings as well as bathroom linen from
beds the store
79
Total Out Skills
(700)
PC2. Check that the linen collected meets the
1.5 0.5 1.0
required standard
PC3. Deal with any linen or bed coverings that do
not meet the required standard in line with 1.5 0.5 1.0
suitable workplace procedures
PC4. Transport linen and bed coverings correctly
1.0 0.5 0.5
and safely to the work areas
PC5. Handle and move the linen and bed
1.5 1.0 0.5
coverings securely
PC6. Secure linen stores against unauthorized
1.0 0.5 0.5
access where necessary
PC7. Remove all linen and bed covering from the
1.5 0.5 1.0
beds
PC8. Handle and store soiled linen and bed
1.5 0.5 1.0
coverings correctly
PC9. Inspect the bed and mattress before making
1.5 1.0 0.5
and get the bed ready for making
PC10. Make sure the bed base, bed head, linen
and bed coverings are clean and not 2.0 0.5 1.5
damaged
PC11. Make the bed with the right linen and bed
coverings depending on the type of 2.5 0.5 2.0
customer, as per the organization’s policy
PC12. Ensure that the bed base, bed head, linen
and bed coverings are clean and free from
2.5 1.0 1.5
damage, and carry out work in an efficient
manner
PC13. Make the bed with the correct linen and
bed coverings according to whether the 2.5 0.5 2.0
customer is a new or stay over customer
PC14. Leave the bed neat, smooth and ready for
2.5 0.5 2.0
use
PC15. Deal with customers’ personal property
2.5 0.5 2.0
according to the organization’s procedures
PC16. Perform turn down service as per defined
2.0 1.0 1.0
timeline and procedure
PC17. Remove soiled bathroom linen including
2.0 0.5 1.5
bath rugs
PC18. Fold the towels, napkins and place them at
2.5 0.5 2.0
the appropriate place
PC19. Change the bath rugs and mats 2.0 0.5 1.5
PC20. Remove used bath robe and replace with a
2.0 0.5 1.5
fresh one
PC21. Ensure that the bed linen, rugs and mats
2.0 0.5 1.5
are soft, clean and free from damage
PC22. Leave the bathroom neat & tidy and ready
2.5 0.5 2.0
for use
PC23. Deal with customers’ personal property
2.0 0.5 1.5
according to the organization’s procedures
80
Total Out Skills
(700)
PC24. Complete and check complete checklists
2.0 0.5 1.5
and records
2.0 0.5 1.5
2.0 0.5 1.5
POINTS 50 15 35
TOTAL POINTS 50
Total Out Skills

(700)
PC1. Ensure availability of necessary information
about the schedule and requirements for 2.5 1.0 1.5
periodic room servicing
PC2. Obtain the necessary stock to replace items
2.5 1.0 1.5
in the room
PC3. Carry out the required periodic room
3.0 1.0 2.0
servicing
PC4. Leave the room in the required condition 3.0 0.5 2.5
PC5. Follow the correct procedures for items
3.0 0.5 2.5
replaced
PC6. Identify and report anything that needs
3.0 0.5 2.5
PC7. Make sure one has the necessary
3.0 1.0 2.0
information about the schedule
PC8. Check requirements for periodic deep
2.5 1.0 1.5
THC/N0215 cleaning
Conduct PC9. Prepare areas for periodic deep cleaning 2.5 0.5 2.0
50
periodic deep PC10. Choose correct cleaning equipment and
2.5 1.0 1.5
cleaning materials for each part of the area
PC11. Carry out periodic deep cleaning as required 3.0 1.0 2.0
PC12. Leave the room in the required condition 2.5 0.5 2.0
PC13. Identify and report any items that need
3.0 1.0 2.0
workplace procedures and ensure removal 2.5 0.5 2.0
of waste
3.0 1.0 2.0
2.5 1.0 1.5
housekeeping duties
3.0 1.0 2.0
3.0 1.0 2.0
POINTS 50 15 35
TOTAL POINTS 50
81
Total Out Skills
NOS Element Performance criteria arks of Theory Practical
(700)
PC1. Empty waste containers and dispose of
2.5 1.0 1.5
waste correctly
PC2. Arrange furniture neatly 3.5 1.0 2.5
PC3. Keep displays neat, tidy and up-to-date 3.5 1.0 2.5
PC4. Spot and report any faults e.g. Lights not
working, damage to furniture and fixtures
2.5 1.0 1.5
etc. In the area to the appropriate member
of staff
PC5. Regularly and discreetly check that the areas
are clean, tidy and free from obstructions in
3.5 1.0 2.5
line with company safety and security
policies
PC6. Identify and report anything that needs
2.5 1.0 1.5
PC7. Report any items which are found lying
5.0 1.5 3.5
unclaimed
THC/N0216
PC8. Choose the right cleaning equipment and
Maintain area 100 3.5 1.0 2.5
materials for the area being cleaned
neat and tidy
PC9. When necessary, put up hazard warning
3.5 1.0 2.5
signs
PC10. When necessary, wear protective clothing 2.5 1.0 1.5
PC11. Clean off dust, dirt, debris and removable
3.0 1.0 2.0
marks from the surfaces being cleaned
PC12. Store the cleaning equipment correctly and
3.0 1.0 2.0
safely after use
2.5 1.0 1.5
workplace procedures and ensure the area 3.5 1.5 2.0
is neat and tidy
3.0 1.0 2.0
2.5 1.0 1.5
POINTS 50 17.0 33.0
TOTAL POINTS 50
Total Out Skills

(700)
PC1. Wear appropriate protective clothing as
4.0 1.0 3.0
THC/N0217 required for the waste involved
Collect and PC2. Remove waste from the areas cleaning 50
dispose waste safely and according to regulations, 3.5 1.0 2.5
properly
instructions and good practice
82
Total Out Skills
(700)
PC3. Collect waste according to instruction
3.5 1.5 2.0
without causing any spillage or clutter
PC4. Sort out and segregate waste according to
4.0 1.5 2.5
type, making sure it is handled safely
PC5. Reduce the volume of waste by breaking
down, compressing or shredding as 3.0 1.5 2.0
required
PC6. Pack waste and store in appropriate waste
4.0 1.5 2.5
containers/ assigned bins
PC7. Clean the waste bins if dirty 3.5 1.0 2.5
PC8. Change waste bags regularly and promptly
3.5 1.5 2.0
when full and to avoid foul smell
PC9. Keep waste areas and its contents clean,
3.5 1.0 2.5
tidy and sanitized at all times
PC10. Make sure that sites of cleaning operations
are clear of waste that is not to be left at 3.5 1.0 2.5
the site

safely to the allocated collection point and 3.5 1.5 2.0
made secure where necessary
PC12. Complete records to maintain a waste audit

3.0 1.5 1.5
trail in line with the unit procedures
PC13. Identify and report problems associated
with the collection and storage of waste 3.5 1.5 2.0
according to company procedures
PC14. Follow the legal and regulatory
requirements, health and safety, hygiene
4.0 1.0 3.0
and environmental standards and
instructions
POINTS 50 17.5 32.5
TOTAL POINTS 50
Total Out Skills

(700)
PC1. Fill up checklists for assigned work areas
THC/N0207 to record status of work as per procedure 50 2.5 1.0 1.5
and timelines prescribed
83
Total Out Skills
(700)
Report, record PC2. Fill up checklists for equipment and
and prepare machines provided for serviceability and 2.5 1.0 1.5
documentation
maintenance
PC3. Fill up register or requisition for
2.5 1.0 1.5
requirement of housekeeping supplies
PC4. Fill up register to record attendance as
2.0 0.5 1.5
per duty roster
PC5. Fill up description of work carried out
3.0 1.0 2.0
during the shift
PC6. Record unfinished tasks in the log book 3.0 1.0 2.0
PC7. Record deviations from the sop, if any, in
3.0 1.0 2.0
the log book
PC8. Report any lost and found belongings 2.5 0.5 2.0
PC9. Report any incidents and accidents which
need to be brought to the notice of 2.5 0.5 2.0
superiors
PC10. Ensure that the report draws valid
2.0 0.5 1.5
conclusions from the presented data
PC11. Adopt the most suitable method of
2.0 0.5 1.5
presentation
PC12. Record unresolved issues and other
2.5 0.5 2.0
escalations in the log book
PC13. Record jobs related problems to
3.0 1.0 2.0
supervisor for support
PC14. Monitor the problem and keep the
supervisor informed about progress or 2.0 0.5 1.5
any delays in resolving the problem
PC15. Refer the problem to a competent
3.0 1.0 2.0
internal specialist if it cannot be resolved
PC16. Prepare regular reports and documents as
required by organization’s procedures e.g. 2.5 0.5 2.0
Occupancy report, duty roster etc
PC17. Prepare special reports as required from
time to time by the management, e.g.
2.5 0.5 2.0
Monthly consumption report of amenities
etc.
PC18. Ensure that the report includes all
necessary information and is accurate, 2.5 1.0 1.5
clear and concise
84
Total Out Skills
(700)
PC19. Ensure the presentation of results
conforms to relevant procedures carried 2.5 1.0 1.5
out
PC20. Present the report to the relevant people
within agreed timescales, using 2.0 0.5 1.5
appropriate templates and formats
POINTS 50 15 35
TOTAL POINTS 50
Total
Out Theor Skills
Performance Criteria Marks
of y Practical
(700)
PC1. receive job order and instructions

1.0 0.5 0.5
from reporting superior
PC2. understand the work output

requirements, targets, performance 0.5 0.5 0.0
indicators and incentives
PC3. deliver quality work on time and

0.5 0.5 0.0
report any anticipated reasons for delays
PC4. escalate unresolved problems or

1.0 0.5 0.5
complaints to the relevant senior
THC/N9901
PC5. communicate maintenance and
Communicat 0.5 0.5 0.0
repair schedule proactively to the superior
e with
50
customer PC6. receive feedback on work
1.0 0.5 0.5
and standards
colleagues
PC7. document the completed work
1.0 0.5 0.5
schedule and handover to the superior
PC8. exhibit trust, support and respect

1.5 0.5 1.0
to all the colleagues in the workplace
PC9. aim to achieve smooth workflow 1.5 0.5 1.0
PC10. help and assist colleagues with

1.0 0.5 0.5
information and knowledge
PC11. seek assistance from the colleagues

1.0 0.5 0.5
when required
85
Total
Out Theor Skills
of y Practical
(700)
PC12. identify the potential and existing

1.5 0.5 1.0
conflicts with the colleagues and resolve
PC13. pass on essential information to

1.5 0.5 1.0
other colleagues on timely basis
PC14. maintain the etiquette, use polite

language, demonstrate responsible and 1.5 0.5 1.0
disciplined behaviours to the colleagues
PC15. interact with colleagues from

different functions clearly and effectively
on all aspects to carry out the work among 1.5 0.5 1.0
the team and understand the nature of
their work
PC16. put team over individual goals and

multi task or share work where necessary 1.5 0.5 1.0
supporting the colleagues
PC17. highlight any errors of colleagues,

1.5 0.5 1.0
help to rectify and ensure quality output
PC18. work with cooperation,

coordination, communication and
1.0 0.5 0.5
collaboration, with shared goals and
supporting each other’s performance
PC19. ask more questions to the

1.0 0.5 0.5
customers and identify their needs
PC20. possess strong knowledge on the

0.5 0.5 0.0
product, services and market
PC21. brief the customers clearly 0.5 0.5 0.0
PC22. communicate with the customers

in a polite, professional and friendly 1.5 0.5 1.0
manner
PC23. build effective but impersonal

1.5 0.5 1.0
relationship with the customers
PC24. ensure the appropriate language

1.5 0.5 1.0
and tone are used to the customers
86
Total
Out Theor Skills
of y Practical
(700)
PC25. listen actively in a two way

1.5 0.5 1.0
communication
PC26. be sensitive to the gender, cultural

and social differences such as modes of 1.5 0.5 1.0
greeting, formality, etc.
PC27. understand the customer

expectations correctly and provide the 1.5 0.5 1.0
appropriate products and services
PC28. understand the customer

dissatisfaction and address to their 2.0 0.5 1.5
complaints effectively
PC29. maintain a positive, sensible and

1.5 0.5 1.0
cooperative manner all time
PC30. ensure to maintain a proper body

language, dress code, gestures and 2.0 0.5 1.5
etiquettes towards the customers
PC31. avoid interrupting the customers

1.0 0.5 0.5
while they talk
PC32. ensure to avoid negative questions

1.0 0.5 0.5
and statements to the customers
PC33. inform the customers on any issues

or problems before hand and also on the 2.0 0.5 1.5
developments involving them
PC34. ensure to respond back to the

customer immediately for their voice 2.0 0.5 1.5
messages, e-mails, etc.
PC35. develop good rapport with the

customers and promote suitable products 2.0 0.5 1.5
and services
PC36. seek feedback from the customers

on their understanding to what was 2.0 0.5 1.5
discussed
87
Total
Out Theor Skills
of y Practical
(700)
PC37. explain the terms and conditions

3.0 0.5 2.5
clearly
POINTS 50 18.5 31.5
TOTAL POINTS 50
Total
Out Theor Skills
of y Practical
(700)
PC1. greet the customers with a handshake or

appropriate gesture based on the type of customer 0.5 0.0 0.5
on their arrival
PC2. welcome the customers with a smile 0.5 0.0 0.5
PC3. ensure to maintain eye contact 0.5 0.0 0.5
PC4. address the customers in a respectable

1.0 0.5 0.5
manner
THC/N990
3 Maintain PC5. do not eat or chew while talking 0.5 0.0 0.5
standard
of PC6. use their names as many times as possible
0.5 0.0 0.5
etiquette during the conversation
50
and PC7. ensure not to be too loud while talking 0.5 0.0 0.5
hospitable
conduct PC8. maintain fair and high standards of practice 2.5 1.0 1.5
PC9. ensure to offer transparent prices 2.0 0.5 1.5
PC10. maintain proper books of accounts for

2.0 0.5 1.5
payment due and received
PC11. answer the telephone quickly and respond

2.0 0.5 1.5
back to mails faster
PC12. ensure not to argue with the customer 2.0 0.5 1.5
PC13. listen attentively and answer back politely 2.0 0.5 1.5
88
Total
Out Theor Skills
of y Practical
(700)
PC14. maintain personal integrity and ethical

2.5 1.0 1.5
behaviour
PC15. dress professionally 2.0 0.5 1.5
PC16. deliver positive attitude to work 2.0 0.5 1.5
PC17. maintain well groomed personality 2.0 0.5 1.5
PC18. achieve punctuality and body language 2.0 0.5 1.5
PC19. maintain the social and telephonic etiquette 2.0 0.5 1.5
PC20. provide small gifts as token of appreciation

2.0 0.5 1.5
and thanks giving to the customer
PC21. use appropriate tone, pitch and language to

convey politeness, assertiveness, care and 2.0 0.5 1.5
professionalism
PC22. demonstrate responsible and disciplined

2.0 0.5 1.5
behaviours at the workplace
PC23. escalate grievances and problems to

appropriate authority as per procedure to resolve 2.0 0.5 1.5
them and avoid conflict
PC24. use appropriate titles and terms of respect

2.0 0.5 1.5
to the customers
PC25. use polite language 1.0 0.5 0.5
PC26. maintain professionalism and procedures to

1.5 0.5 1.0
handle customer grievances and complaints
PC27. offer friendly, courteous and hospitable

service and assistance to the customer upholding 1.0 0.5 0.5
levels and responsibility
PC28. provide assistance to the customers

1.0 0.5 0.5
maintaining positive sincere attitude and etiquette
PC29. provide special attention to the customer at

1.5 0.5 1.0
all time
PC30. achieve 100% customer satisfaction on a

1.5 0.5 1.0
scale of standard
89
Total
Out Theor Skills
of y Practical
(700)
PC31. gain customer loyalty 1.5 0.5 1.0
PC32. enhance brand value of company 2.0 0.5 1.5
POINTS 50 14 36
TOTAL POINTS 50
Total Skill
Marks Out Theor s
Performance Criteria
(700) of y Prac
tical

PC2. inform about company’s policies to prevent

women from sexual harassments, both physical and
1.5 1.5 0.0
verbal, and objectifications by other customers and
staff
PC3. list all the facilities available with respect to

transportation facilities, night trips and safeguards,
THC/N990 1.0 1.0 0.0
reporting abuse, maternity related and other
4 Follow grievance
gender and
age PC4. inform about methods adopted to ensure 50
sensitive safety and personal and baggage security of
2.0 0.5 1.5
service women, e.g., CCTV cameras, security guards,
practices women’s helpline
PC5. provide the necessary comfort to the female

traveller customers such as secure and safe
2.0 0.5 1.5
environment, chain locks/latches, smoke detector,
comfortable accommodation, etc.
PC6. Maintain compliant etiquette while dealing

with women customers such as asking permission
before entering room and for cleaning, avoiding 2.0 0.5 1.5
touch contact, using abusive language or gesture,
etc.
90
Total Skill
Marks Out Theor s
(700) of y Prac
tical
PC7. ensure that the customer feels safe at all

times without being over threatened by the security 2.0 0.5 1.5
procedures and related environment
PC8. ensure that in the event of terrorist attacks

customers are calmly handled, led to safer places
2.0 0.5 1.5
and instructed properly in order to achieve zero
casualties
PC9. ensure the quality of facilities and services

offered cater to the needs of every individual, be it
2.0 0.5 1.5
man, woman, child, particularly the very young and
the aged
PC10. be aware of the customer unique needs and

wants of each category of customer, e.g., for an
3.0 0.5 2.5
infant, for a young woman, for an old person,
others
PC11. coordinate with team to meet these unique

needs, also keeping in mind their diverse cultural 3.0 0.5 2.5
backgrounds
PC12. provide entertainment programs and events

2.0 0.5 1.5
suited for the children tourists
PC13. educate parents and attendants of senior

citizens on basic safeguards and procedures for 2.0 0.5 1.5
them in case of emergencies
PC14. arrange for transport and equipment as

2.0 0.5 1.5
required by senior citizens
PC15. ensure availability of medical facilities and

2.0 0.5 1.5
doctor
PC16. treat women equally across both the

horizontal as well as vertical segregation of roles in 2.0 0.5 1.5
the workplace
PC17. ensure a fair and equal pay to the women as

men, more of formal training, advancement 2.0 0.5 1.5
opportunities, better benefits, etc.
91
Total Skill
Marks Out Theor s
(700) of y Prac
tical
PC18. involve women in the decision making

2.0 0.5 1.5
processes and management professions
PC19. avoid specific discrimination and give

2.0 0.5 1.5
women their due respect
PC20. motivate the women in the work place

2.0 0.5 1.5
towards utilizing their skills

PC22. establish policies to protect the women from

sexual harassments, both physical and verbal, and 2.0 0.5 1.5
objectifications by customers and colleagues
PC23. frame women friendly work practices such

as flexible working hours, maternity leave,
2.0 0.5 1.5
transportation facilities, night shift concessions,
women grievance cell.
PC24. ensure the safety and security of women in

the workplace, particularly when their nature of job
2.0 0.5 1.5
is to deal with night shifts, attend guest rooms, back
end work, etc.
PC25. ensure safety and security of women at all

2.0 0.5 1.5
levels
POINTS 50 15 35
TOTAL POINTS 50
Total Skill
NOS Marks Out Theor s
Element (700) of y Prac
tical
PC1. prevent leak of new plans and designs to

THC/N9905 50 7.5 3.5 4.0
competitors by reporting on time
92
Total Skill
NOS Marks Out Theor s
Element (700) of y Prac
tical
Maintain PC2. be aware of any of company’s product, service

7.0 7.0 0
IPR of or design patents
organisatio
PC3. report IPR violations observed in the market,
n and 7.5 3.5 4.0
to supervisor or company head
customers
PC4. read copyright clause of the material
published on the internet and any other printed 7.0 3.0 4.0
material
PC5. protect infringement upon customer’s

7.0 3.5 3.5
business or design plans
PC6. consult supervisor or senior management

when in doubt about using information available 7.0 3.5 3.5
from customer
PC7. report any infringement observed by anyone

7.0 3.5 3.5
in the company
POINTS 50 27.5 22.5
TOTAL POINTS 50
Total
Out Theor Skills
of y Practical
(700)
PC1. keep the workplace regularly clean and

1.5 0.5 1.2
cleared-off of food waste or other litter
PC2. ensure that waste is disposed-off as per

prescribed standards or in trash cans earmarked for 1.5 0.5 1.2
THC/N990 waste disposal
6 Maintain
PC3. ensure that the trash cans or waste collection 50
health and 1.5 0.5 1.2
points are cleared everyday
hygiene
PC4. arrange for regular pest control activities at
1.5 0.5 1.2
the workplace
PC5. to maintain records for cleanliness and

1.5 0.5 1.2
maintenance schedule
93
Total
Out Theor Skills
of y Practical
(700)
PC6. ensure the workplace is well ventilated with

1.5 0.5 1.2
fresh air supply
PC7. check the air conditioner and other

mechanical systems on a regular basis and maintain 1.5 0.5 1.2
them well
PC8. ensure the workplace is provided with

1.5 0.5 1.2
sufficient lighting
PC9. ensure clean work environment where food

1.5 0.5 1.2
is stored, prepared, displayed and served
PC10. ensure safe and clean handling and disposal

of linen and laundry, storage area, accommodation, 1.5 0.5 1.2
public areas, storage areas, garbage areas, etc.
PC11. identify and report poor organizational

practices with respect to hygiene, food handling, 1.5 0.5 1.2
cleaning
PC12. ensure adequate supply of cleaning

consumables such as equipment, materials, 1.5 0.5 1.2
chemicals, liquids
PC13. ensure to clean the store areas with

1.5 0.5 1.2
appropriate materials and procedures
PC14. identify the different types of wastes, e.g.,

liquid, solid, food, non-food, and the ways of 1.5 0.5 1.2
handling them for disposal
PC15. wash hands on a regular basis 2.0 0.5 1.5
PC16. ensure to wash hands using suggested

1.5 0.5 1.2
material such as soap
PC17. wash the cups 1.5 0.5 1.2
PC18. ensure to maintain personal hygiene of daily

1.5 0.5 1.2
bath
PC19. ensure to maintain dental hygiene in terms

1.5 0.5 1.2
of brushing teeth every day
94
Total
Out Theor Skills
of y Practical
(700)
PC20. ensure no cross contaminations of items

1.5 0.5 1.2
such as linen
PC21. report on personal health issues related to

1.5 0.5 1.2
injury, food, air and infectious diseases
PC22. ensure not to go for work if unwell, to avoid

1.5 0.5 1.2
the risk of being spread to other people
PC23. use a tissue, cover the mouth and turn away

2.0 0.5 1.5
from people while sneezing or coughing
PC24. wash hands on using these tissues after

2.0 0.5 1.5
coughing and sneezing and after using the wastes
PC25. ensure to use single use tissue and dispose

1.5 0.5 1.2
these tissues immediately
PC26. coordinate for the provision of adequate

2.0 0.5 1.5
clean drinking water
PC27. ensure to get appropriate vaccines regularly 2.0 0.5 1.5
PC28. avoid serving adulterated or contaminated

2.0 0.5 1.5
food
PC29. undergo preventive health check-ups at

2.0 0.5 1.5
regular intervals
PC30. take prompt treatment from the doctor in

1.5 0.5 1.2
case of illness
PC31. have a general sense of hygiene and

appreciation for cleanliness for the benefit of self 1.0 0.5 0.5
and the customers or local community
POINTS 50 15.5 34.5
TOTAL POINTS 50
Total
Out Theor Skills
of y Practical
(700)
PC1. assess the various work hazards 50 1.0 1.0 0.0
95
Total
Out Theor Skills
of y Practical
(700)
PC2. take necessary steps to eliminate or minimize

1.5 0.5 1.0
them
PC3. suggest methods to improve the existing

1.5 0.5 1.0
safety procedures at the workplace
PC4. analyse the causes of accidents at the

1.5 0.5 1.0
workplace
PC5. suggest measures to prevent such accidents

1.5 0.5 1.0
from taking place
PC6. take preventive measures to avoid risk of

burns and other injury due to contact with hot
1.5 0.5 1.0
surfaces such as stoves, gas, fire, hot liquids, hot
foods, hot oil, etc.
PC7. be aware of the locations of fire extinguishers,

1.5 0.5 1.0
emergency exits, etc.
THC/N990 PC8. practice correct emergency procedures 1.5 0.5 1.0
7 Maintain
safety at PC9. check and review the storage areas frequently 1.5 0.5 1.0
workplace
PC10. stack items in an organized way and use safe
lifting techniques to reduce risk of injuries from 1.5 0.0 1.5
handling procedures at the storage areas
PC11. ensure to be safe while using handling

1.5 0.5 1.0
materials, tools, acids, chemicals, detergents, etc.
PC12. store these chemicals and acids in a well-

ventilated and locked areas with warning signs not 1.5 0.5 1.0
to touch
PC13. ensure safe techniques while moving

1.5 0.5 1.0
furniture and fixtures
PC14. ensure to reduce risk of injury from use of

mixers, slicers, grinders, heaters, fridge, ironer and 1.5 0.5 1.0
other electrical tools
PC15. read the manufacturers manual carefully

1.5 0.5 1.0
before use of any equipment
96
Total
Out Theor Skills
of y Practical
(700)
PC16. unplug the electrical equipment before

performing housekeeping, cleaning and 2.0 0.5 1.5
maintenance to avoid injuries
PC17. keep the floors free from water and grease

2.0 0.5 1.5
to avoid slippery surface
PC18. ensure to use non slip liquids and waxes to

1.5 0.5 1.0
polish and treat floors
PC19. use rubber mats to the places where floors

2.0 0.5 1.5
are constantly wet
PC20. ensure safety from injuries of cuts to loss of

fingers, while handling sharp tools such as knives, 2.0 0.5 1.5
needles, etc.
PC21. use flat surfaces, secure holding and

2.0 0.5 1.5
protective wear while using such sharp tools
PC22. use health and safety practices for storing,

cleaning, and maintaining tools, equipment, and 2.0 0.5 1.5
supplies
PC23. practice personal safety when lifting,

2.0 0.5 1.5
bending, or moving equipment and supplies
PC24. ensure the workers have access to first aid

1.0 0.0 1.0
kit when needed
PC25. ensure all equipment and tools are stored

1.5 0.5 1.0
and maintained properly and safe to use
PC26. ensure to use personal protective

equipment and safe wear like gloves, mask,
1.5 0.5 1.0
headwear, footwear, glasses, goggles, etc. for
specific tasks and work conditions where required
PC27. Ensure to display safety signs at places

1.0 0.0 1.0
where necessary for people to be cautious
PC28. take all electrical precautions like insulated

clothing, adequate equipment insulation, dry work
1.5 0.5 1.0
area, switch off the power supply when not
required, etc.
97
Total
Out Theor Skills
of y Practical
(700)
PC29. ensure availability of general health and

safety equipment such as fire extinguishers, first aid
equipment, safety equipment, clothing, safety 1.5 0.5 1.0
installations like fire exits, exhaust fans, etc. are
available
PC30. document all the first aid treatments,

inspections, etc. conducted to keep track of the 1.5 0.5 1.0
safety measures undertaken
PC31. comply with the established safety

1.0 0.5 0.5
procedures of the workplace
PC32. report to the supervisor on any problems

0.5 0.0 0.5
and hazards identified
PC33. ensure zero accident at workplace 0.5 0.0 0.5
PC34. adhere to safety standards and ensure no

1.0 0.5 0.5
material damage
POINTS 50 15 35
TOTAL POINTS 50
GRAND TOTAL 700 235 465
98
EQUIPMENT LIST
Room Attendant THC/Q0202
QPCod Name of NSQ Equipment Minim Unit Is this a Dimension/Specification/Descript

e the QP F Name um Typ mandator ion of the Equipment/ ANY
Leve numb e y OTHER REMARK
l er of Equipme
Equip nt to be
ment available
requir at the
ed Training
(per Center
batch (Yes/No)
of 10
traine
es)
THC Room 4 Double Bed 1 unit Yes or Single Bed With Side Tables X
/Q020 Attenda s 2 with Mattress
2 nt
THC Room 4 Single Sofa 1 unit Yes With Upholstery Or Small Size
/Q020 Attenda Chair s Two Seat Sofa
2 nt
THC Room 4 Coffee Table 1 unit Yes with Glass Top
/Q020 Attenda s
2 nt
THC Room 4 Study Chairs 1 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Dressing 1 unit Yes With Mirror And Drawers
/Q020 Attenda Table s
2 nt
THC Room 4 Luggage Rack 1 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Wardrobe 1 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Shelf 1 unit Yes Over Fridge For Glasses And
/Q020 Attenda s Thermos
2 nt
THC Room 4 Table Lamp 1 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Pedestal 1 unit Yes
/Q020 Attenda Lamp s
2 nt
THC Room 4 Television 1 unit Yes with remote
/Q020 Attenda s
2 nt
99
THC Room 4 Mini Fridge 1 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Painiting 2 unit Yes Wall Mounted
/Q020 Attenda s
2 nt
THC Room 4 Thermos 1 unit Yes
/Q020 Attenda Flask s
2 nt
THC Room 4 Sheer Curtain 1 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Heavy 1 unit Yes
/Q020 Attenda Curtain s
2 nt
THC Room 4 Cushions For 4 unit Yes
/Q020 Attenda Sofa s
2 nt
THC Room 4 Pillows 4 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Double Bed 6 unit Yes
/Q020 Attenda Sheet s
2 nt
THC Room 4 Pillow Covers 6 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Bed Cover 2 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Bath Towel 6 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Hand Towel 6 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Bath Mat 3 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Shower 1 unit Yes
/Q020 Attenda Curtain s
2 nt
THC Room 4 Towel Rack 1 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Telephone 2 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Door Bell 1 unit Yes
/Q020 Attenda s
2 nt
100
THC Room 4 Wc In Toilet 1 unit Yes Ceramic
/Q020 Attenda s
2 nt
THC Room 4 Wash Basin 1 unit Yes Ceramic
/Q020 Attenda In The Toilet s
2 nt
THC Room 4 Bathtub 1 unit No
/Q020 Attenda s
2 nt
THC Room 4 Tea Cups Or 6 unit Yes
/Q020 Attenda Coffee Mugs s
2 nt
THC Room 4 Hi Ball Glass 6 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Rock Glass 6 unit Yes
/Q020 Attenda s
2 nt
THC Room 4 Different 6 unit Yes WC Cleaning Brush, Hard and
/Q020 Attenda Cleaning s SoftBrush
2 nt Brushes
THC Room 4 Brooms & 4 unit Yes 4 of each
/Q020 Attenda Mops s
2 nt
THC Room 4 Vacum 1 unit Yes Wet & Dry Vacum Cleaner
/Q020 Attenda Cleaner s
2 nt
THC Room 4 Cleaning 5 unit Yes Floor Cleaner, Glass Cleaner,
/Q020 Attenda Agents s Toilet Cleaner,
2 nt
THC Room 4 Chamber 1 unit Yes
/Q020 Attenda Maids Box s
2 nt
THC Room 4 Mop Wringer 2 unit Yes
/Q020 Attenda Trolley s
2 nt
THC Room 4 Chamber 1 unit Yes
/Q020 Attenda Maid Trolley s
2 nt
101
FURTHER LEARNING PATHWAYS
After completion of the apprenticeship training the candidates have wide career
choices available with them in the hotels, facilities management and cruise lines. There is
an opportunity for the candidate to grow horizontally as:
Multi-Purpose Worker-THC/Q5712:
Multipurpose Worker is responsible for undertaking housekeeping activities in residential

and commercial areas as per client’s requirements and may also deliver office letters,
documents and packages.
Laundry Machine Operator- THC/Q0205:
Also known as ‘Washing Machine Operator’, Laundry machine operator is responsible for dry
cleaning or washing and drying the clothes received from customers and operations.
The candidate can Vertically Grow to the level of an Housekeeping Executive-THC/Q0208

over a period of time and with further upgradation of skills
EMPLOYMENT OPPURTUNIITIES
A candidate after completing apprenticeship can be gainfully employed in
• Hotels
• Guest Houses
• Cruise Liners
• Luxury Trains
• Hospitals etc.
102
INFRASTRUCTURE FOR ON-JOB TRAINING
TRADE: Room Attendant
For a Batch of 10 APPRENTICES
Actual training will depend on the existing facilities available in the establishments. However, the
industry should ensure that the broad skills defined against On-Job Training part (i.e. 9 months) are
imparted. In case of any short fall the concern industry may impart the training in cluster mode/ any
other industry/ at any set up.
103
GUIDELINES FOR INSTRUCTORS AND PAPER SETTERS
Due care to be taken for proper & inclusive delivery among the batch. Some of the
following some method of delivery may be adopted:
A) LECTURE
B) LESSON
C) DEMONSTRATION
D) PRACTICE
E) GROUP DISCUSSION
F) DISCUSSION WITH PEER GROUP
G) PROJECT WORK
H) INDUSTRIAL VISIT
2. Maximum utilization of latest form of training viz., audio visual aids, integration of IT,
etc. may be adopted.
3. The total hours to be devoted against each topic may be decided with due diligence to
safety & with prioritizing transfer of required skills.
104
Tourism and Hospitality Skill Council
801, 8th Floor, Tower A
Unitech Signature Tower, South City 1, Gurgaon
Haryana-122001
Email: info@thsc.in
Website: www.thsc.in
105

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CURRICULUM

FOR THE TRADE OF

APPRENTICESHIP TRAINING SHCHEME (ATS)

1. Taj Group of Hotels

Special acknowledgement by THSC to the following expert members who have

Sl. Name & Organization Expert Group

• Apprenticeship Training Scheme under Apprentice Act 1961

• Changes in Industrial Scenario

• Prescription of number of apprentices to be engaged at establishment level instead of trade-wise.

• Scope has been extended also to non-engineering occupations.

• The burden of compliance on industry has been reduced significantly

(Need for Apprenticeship in Housekeeping Operations trade)

1. The greater degree of relevance of the training with latest advancements of

1. Name of the Trade: Room Attendant

5. Entry Qualification: Preferably Primary education Passed

7. Rebate for ITI passed trainees: N.A.

Training duration details: -

Practical Training ---- Block – II

Components of Training Months

Total Duration of basic Training: 310 Hrs

1. Name of the Trade : Housekeeping Attendant Manual Cleaning

2. Hours of Instruction : 250 Hrs + 40 Hrs+ 20 Hrs = 310 Hrs

4. Power Norms : 6 KW for Workshop

5. Space Norms : As per the QP norm.

6. Examination : The internal assessment will be held on completion of the Block-I.

Sr. Area Details

Program Name Housekeeping Attendant (Manual Cleaning)

Qualification Pack Name Housekeeping Attendant (Manual Cleaning)

Version No. 1.0 Version Update Date 5-10-19

Preferable Primary Education

This course encompasses 12 out of 12 National Occupational Standards (NOS) of “Housekeeping

1 Identifying housekeeping 9. Check assigned area as per duty Vacuum cleaner,

2 Preparing for 18. Obtain the PPE required

THC/N0208 24. Ensure that there is adequate

25. Identify and follow specific

3 Cleaning floors 32. Choose equipment and cleaning Dry cleaning

(hh:mm) 37. Remove the ground-in soil

40. Empty all the waste from the

(hh:mm) 47. Mix and apply cleaning agents

07:00 48. Clean washrooms and bathrooms

5 Replenishing supplies in 57. Check the holders contain the Bathroom

6 Cleaning vertical spaces, 70. Loosen dirt that is stuck on to the

73. Choose a cleaning agent and

12 Reporting 79. Conduct assigned cleaning duties

Corresponding NOS Code

(hh:mm) 87. Inspect areas in accordance to

Corresponding NOS Code

8 Maintain upkeep 89. Choose appropriate cleaning PPE wear

Practical Duration 93. Notify maintenance

Corresponding NOS Code

9 Waste disposal 94. Use PPE as per waste involved

97. Reduce the volume by breaking

THC/N0217 101. Ensure waste containers are

Corresponding NOS Code 110. Record unfinished task in the log

113. Ensure that the report draws

11 Escalation matrix 115. Record unresolved issues and

Corresponding NOS Code

12 Reporting and 118. Prepare regular reports and

(hh:mm) 122. Use appropriate templates and

Corresponding NOS Code

13 Interacting with superiors 123. Receive job order and

THC/N9901 129. Document the completed work

138. Lookout for any errors and help