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CERTIFCATE COURSE IN HOUSEKEEPING
CURRICULUM/SYLLABUS
This program is aimed at training candidates for the job of a “Housekeeping Supervisor”, in the “Tourism and
Hospitality” Sector/Industry and aims at building the following key competencies amongst the learner
1. Plan & prepare for housekeeping services 6. Work effectively with others
2. Supervise and monitor work 7. Maintain safe, hygienic and secure environment
3. Support individual team performance
4. Report, record and prepare documentation
5. Give a positive impression of oneself and the organization
This course encompasses 7 out of 7 National Occupational Standards (NOS) of “Housekeeping Supervisor”
Qualification Pack issued by “Tourism and Hospitality Skill Council”.
S. No
Topic/Module Duration (in Hours)
Key Learning Outcomes
Corresponding NOS Code
1. Plan & prepare for housekeeping services
Identify and prepare for the housekeeping requirements for different areas to be cleaned
Identify workplace procedures for housekeeping for the allocated area
o Range of buildings covered are:
high rise buildings factory hotel/restaurant mall commercial complex school/academic
institution hospital
Ensure that the data and information received is complete and correct
o Information/documents may include:
duty roster material indent sheet material safety data
sheets manufacturers’
instructions concerning the use and servicing of
THC/ N 0204
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equipment and consumables
supplier and/or client instructions
Ensure specific requirements for housekeeping activities in different parts of the work area are identified and understood
Prepare work-plan and estimate of resources required including personnel, equipment and consumables e.g. cleaning agents in accordance with work area requirements
Identify correct personal protective equipment (PPE)
o Personal protective equipment may include:
gloves safety headwear and
footwear safety glasses two-way radios high visibility clothing
Ensure availability of staff as per standard operating procedure
Ensure staff have the skills, knowledge and resources for the task assigned
Ensure staff are aware of the standard of behaviour acceptable to the organization
Roster and monitor staffing levels and workload
Roster staff according to workplace needs, anticipated peaks and relevant legislation
o Potential rostering and staffing issues include:
staff shortages unplanned leave and
staff absenteeism skill levels of
workforce
Allocate staff and brief them on duties, relevant procedures and any variations relating to their work routines
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Monitor staff workload and assist staff to prioritize workloads according to work requirements
Take corrective action according to staff availability and workplace policies and procedures
o Range of strategies for addressing staff availability includes:
revising work schedules
reallocating tasks calling in additional
staff reporting staffing
issues to appropriate personnel
Maintain staffing levels and rosters according to budget requirements
Provide feedback on rostering and staffing issues to appropriate personnel as required
Obtain, store, maintain and distribute equipment, tools and consumables required for the job
Identify various cleaning chemicals, tools, equipment and machinery required for the housekeeping activities
o Materials, tools and equipment used:
PPE cleaning agents for
different surfaces water mug funnel bowl cleaner disinfectant rubber spatula floor mop bowl swab plastic caddie spray bottle ladders cobweb cleaner glass cleaner
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single-disc machine+ brushes/pads for maintenance and deep-cleaning application
dry vacuum cleaner (commercial)
wet vacuum cleaner (commercial)
walk-behind scrubber-drier
floor polisher steam cleaner dust pan and brush water hoses bucket wringer-trolley lint free cleaning
clothes squeegees scrubbing brush/cloth dry window cloth sponge degreaser small brush scraper toiletries to be
replenished like toilet paper, tissues etc.
linen and bedding
Prepare material indent sheet as per requirement of the area to be cleaned and pre-determined quantity levels
Collect the material required from housekeeping store or the site supervisor as per the material indent sheet
Ensure quality of cleaning supplies, consumables to be replenished and functionality of tools and equipment as per workplace procedures
Distribute cleaning supplies, consumables to be replenished and tools and equipment required for the job to the cleaning staff under supervision
Ensure appropriate clean linen is transported to user locations using
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appropriate equipment and safe handling techniques
Store and secure the excess or reserve material and equipment as per workplace procedures
Maintenance and upkeep of supplies and equipment
Maintain and store housekeeping equipment and supplies
Ensure upkeep and maintenance of tools, equipment, or machinery provided for housekeeping duties
Ensure rotation of linen and other consumable stock and return of old stock for reprocessing
Ensure all machines and equipment are kept at safe place after use
2. Supervise and Monitor Housekeeping Services
Monitor and supervise work of housekeeping
team
Ensure appropriate equipment are used
as per requirement of the area to be
cleaned
Ensure cleaning of building floors by
appropriate methods e.g. sweeping,
mopping, scrubbing, wiping or
vacuuming
Range of areas for cleaning furniture,
fittings and vertical surfaces: soft (for example,
curtains and upholstery, beds and linen)
hard (for example, wood, metal, plastic etc)
glass (for example, windows, mirrors and glass doors walls, glass partitions)
Ensure that the staff follows procedures
for the use of chemical cleaners and
power equipment to prevent damage
to floors and fixtures
Ensure quality of services, cleaning, or
supply to restrooms as per the standard
operating procedures
THC / N 0205
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Ensure quality of cleaning w.r.t. ceilings
and walls using appropriate methods
and materials
Ensure quality of cleaning w.r.t. sanitary
fittings using appropriate methods and
materials
Ensure quality of cleaning w.r.t.
furniture and soft furnishings using
appropriate methods and materials
Ensure quality of cleaning w.r.t.
desktops and other instruments using
appropriate methods and materials
Ensure quality of cleaning w.r.t. public
areas using appropriate methods and
materials
Monitor and review the service to
ensure that staff follow the correct
housekeeping procedures and the
housekeeping service meets the needs
of customers
Provide constructive feedback to
individual staff and teams
Identify and address performance
issues
Schedule housekeeping procedures to
take place at intervals which are
suitable for maintaining the standards
of the housekeeping service
Inform staff and customers about any
changes to the service that may affect
them
Ensure that waste is handled safely and
according to instructions
Make sure that waste containers are
taken safely to the right collection point
and secured if necessary
Ensure timely completion of assigned duties
Ensure that the housekeeping services
are completed as per laid down
procedures and timelines
Anticipate delays and re-assign
resources well in time to ensure timely
completion of duties
Monitor and maintain tidiness & cleanliness of
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worksite and disposal of waste
Monitor the cleanliness and tidiness of
the worksites
Ensure that all furniture and displays
are arranged neatly as per the defined
guidelines and designs
Ensure collection and disposal of waste
according to instruction without
causing any spillage or clutter
Ensure segregation of waste as per the
establishment standard
Ensure waste bags are changed
regularly and promptly when full and to
avoid foul smell
Ensure cleaning the waste bins
Health and Safety at Workplace
Ensure that the staff including self-wear
appropriate PPE for all cleaning tasks
Ensure the safe use of appropriate
cleaning agent and tools for cleaning
glass and windows
Ensure the use of equipment and
cleaning chemicals safely
Complete a basic safety hazard analysis
including identifying any suspicious
items
Hazards in the work area may include
exposure to: chemicals dangerous or
hazardous substances movements of
equipment, goods and materials
Store dangerous substances safely
Carry out simple first aid procedures
Take appropriate action on the
discovery of a hazard e.g. fire
Use appropriate security procedures
with regard to equipment and materials
Report incidents in accordance with
establishment procedures and follow
emergency procedures in accordance
with establishment guidelines
Handle on the job conflicts and escalations
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Handle day to day conflicts among the
staff amicably
Report to senior supervisor as per
escalation matrix in case of tough
situations
and irreconcilable issues
Exhibits amicable response in most
conflicting situations without using any
abusive gesture 3. Support individual
and team performance
Monitor and support individual and team
performance
Monitor staffing levels to ensure
adequate manpower availability for
housekeeping work
Monitor and review the service to
ensure that staff follow the correct
housekeeping procedures and the
housekeeping service meets the needs
of customers
Provide constructive feedback to
individual staff and teams
Identify and address performance
issues
Schedule housekeeping procedures to
take place at intervals which are
Suitable for maintaining the standards
of the housekeeping service
Inform staff and customers about any
changes to the service that may affect
them
Handle any unprofessional activity, staff
absenteeism or negligence as per
escalation matrix
Support employee training & development
Identify skill gaps in the team as well as
individual housemen which hinder
productivity enhancement
Train staff on the required skills to
remove/reduce skill gaps
Recognize and record expertise of staff
for reference when allocating tasks
Assist staff to identify their own skills
and knowledge in relation to current
job roles and career development
THC / N 0206
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Develop professional development
options in consultation with staff
Organize regular skill enhancement
sessions to keep the staff up-to-date on
latest technology and processes
Handle on the job conflicts and escalations
Handle day to day conflicts among the
staff amicably
Report to senior supervisor as per
escalation matrix in case of tough
situations and irreconcilable issues
Exhibits amicable response in most
conflicting situations without using any
abusive gesture
4. Report, record and
prepare documentation
Fill up checklists and registers as per procedure
Fill up checklists for assigned work
areas to record status of work as per
procedure and timelines prescribed
o Data points applicable to check
compliance: standard operating
procedures organisational
requirements specific work
instructions departmental
procedures codes of practice all relevant health,
safety and environmental regulations
Fill up checklists for equipment and
machines provided for serviceability
and maintenance
Fill up register or requisition for
requirement of housekeeping supplies
Fill up register to record attendance as
per duty roster
Fill up description of work carried out
during the shift
Record unfinished tasks in the log book
THSC / N 0207
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Record deviations from the SOP, if any,
in the log book
Report any lost and found belongings
Report any incidents and accidents
which need to be brought to the notice
of superiors
Ensure that the report draws valid
conclusions from the presented data
Adopt the most suitable method of
presentation
Record escalations and unresolved problems in
the log book
Record unresolved issues and other
escalations in the log book
Record jobs related problems to
supervisor for support
Monitor the problem and keep the
supervisor informed about progress or
any delays in resolving the problem
Refer the problem to a competent
internal specialist if it cannot be
resolved
Prepare reports and documents
Prepare regular reports and
documents as required by
organization’s procedures e.g.
Occupancy report, duty roster etc
o Documentation to be
completed for : activities undertaken
by filling in checklists any deviation from the
normal procedure any unresolved issue
regarding cleanliness any unresolved issue
regarding maintenance and engineering
any lost and found property
any kind of co-ordination required with other department
inventory shortage or requirement
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any emergency procedures followed
handover points to next shift
requisition for supplies Contents of reports : compliance with
requirements deviation from
expected outcomes reporting of
unresolved issues shift handover and
takeover details incident and accident
reports requiring escalation
Prepare special reports as required
from time to time by the management,
e.g. monthly consumption report of
amenities etc.
Ensure that the report includes all
necessary information and is accurate,
clear and concise
Ensure the presentation of results
conforms to relevant procedures
carried out
Present the report to the relevant
people within agreed timescales, using
appropriate templates and formats 5. Give customers a
positive impression of oneself and the organization
Establish effective rapport with customers
Meet organisation's standards of appearance and behaviour
Greet customers respectfully and in a friendly manner
Communicate with customers in a way that makes them feel valued and respected
Treat customers courteously and helpfully at all times
Keep customers informed and reassured
Adapt behaviour to respond effectively to different customer behaviour
Respond appropriately to customers
Respond promptly to a customer seeking help
THC / N 0901
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Choose the most appropriate way to communicate with customers
Check with customers that their expectations have been fully understood
Respond promptly and positively to customers' queries and comments
Allow customers time to consider the response and give further explanation when appropriate
Communicate information to customers
Quickly find information that will help the customer
Give customer information they need about the services or products offered by the organization
Recognize information that customers might find complicated and check whether they fully understand
Explain clearly to the customers any reasons why their needs or expectations cannot be met
Escalations of unresolved problems as per protocol
Refer the problem to a competent person/supervisor as per protocol if it cannot be resolved by the helpdesk
Obtain help or advice from supervisor/authorized person as per protocol if the problem is outside his/her area of competence or experience
Provide Interim feedback to customer, in case of delays
Monitor the problem and keep the customer informed about progress or any delays in resolving the problem
Process Compliances
Comply with relevant legislation, standards, policies and procedures
6. Work effectively with others
Working with others
Communicate with other people clearly and effectively
o Etiquettes may include: use appropriate titles
and terms of respect use polite language do not eat or chew
while talking
THC / N 0902
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Integrate one’s work with other people’s work effectively
Receive information and instructions accurately from the supervisor and fellow workers, getting clarification where required
Pass on accurate information to authorized persons who require it and within agreed timescale and confirm its receipt
Pass on essential information to other people on timely basis
Consult with and assist others to maximize effectiveness and efficiency in carrying out tasks
Work in a way that shows respect for other people
o Behaviours may include: punctuality completing tasks as
per given time and standards
not gossiping and idling time
eliminating waste integrity
Carry out any commitments made to other people
Identify any problems with team members and other people and take the initiative to solve these problems
Follow the organisation’s policies and procedure
Display helpful behaviour by assisting others in performing tasks in a positive manner
Display active listening skills while interacting with others at work
Use appropriate tone, pitch and language to convey politeness, assertiveness, care and professionalism
Demonstrate responsible and disciplined behaviours at the workplace
Escalate grievances and problems to appropriate authority as per
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procedure to resolve them and avoid conflict
7. Maintain a safe, hygienic and secure working environment
Maintain personal health and hygiene
Maintain personal health and hygiene
Wear clean, smart and appropriate clothing, footwear and headgear
Keep hair neat and tidy and wear it in line with the organization’s standards
Make sure any jewellery, perfume and cosmetics are in line with the organization’s standards
Follow health and hygiene procedures in all the work at all times
Good housekeeping practices may include:
o clean/tidy work areas o removal/disposal of waste
products o protect surfaces
Maintain safe and secure environment
Keep a look out for hazards in the workplace
o Various kinds of hazards: relating to equipment relating to areas where
one works relating to personal
clothing o Ways of dealing with
hazards: putting them right by
self reporting them to
appropriate colleagues warning other people
Identify any hazards or potential hazards and deal with these correctly
Report any accidents or near accidents quickly and accurately to the proper person
Follow safety procedures at the workplace
Practice emergency procedures correctly
THC / N 0903
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Follow the organization’s security procedure
Use protective clothing/equipment for specific tasks & work conditions
o Personal protective equipment/clothing: gloves safety headwear and
footwear safety glasses
Identify job-site hazardous work and state possible causes of risk or accident in the workplace
Carry out safe working practices while dealing with hazards to ensure the safety of self and others state methods of accident prevention in the work environment of the job role
o Safe working practices may include: using protective
clothing and equipment putting up and reading
safety signs handle tools in the
correct manner and store and maintain them properly
keep work area clear of clutter, spillage & unsafe object lying casually
take all electrical precautions like insulated clothing, adequate equipment insulation, dry work area, switch off the power supply when not required, etc.
safe lifting and carrying practices
use equipment that is working properly and is well maintained
take due measures for safety while working in confined places or at
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heights, etc. including safety harness, fall arrestors, etc.
o Methods of ensuring health, safety and security: training in health and
safety procedures, using health and safety procedures, use of equipment and working practices (such as safe carrying procedures) safety notices and advice instruction from colleagues and supervisors
being always alert and vigilant
Inspect for faults, set up and safely use steps and ladders in general use
Lift heavy objects safely using correct procedures
Apply good housekeeping practices at all times
Identify common hazard signs displayed in various areas
Retrieve and/or point out documents that refer to safety at workplace
o General health and safety equipment includes: fire extinguishers, first aid equipment, safety instruments and
clothing, safety installations, e.g.
.fire exits, exhaust fans o Fire safety PC20. use
appropriate fire extinguishers on different types of fires correctly
o Causes of fires: heating of metal spontaneous ignition sparking electrical heating casual fires (smoking,
welding etc.) chemical fires
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o Fire extinguishers: sand water foam CO2 dry chemical powder
(DCP)
Demonstrate rescue techniques applied during fire hazard
Demonstrate good housekeeping in order to prevent fire hazards
Demonstrate the correct use of a fire extinguisher
Emergencies, rescue and first-aid procedures
Demonstrate how to free a person from electrocution, as per laid down procedure
Administer appropriate first aid to victims where required e.g. in case of bleeding, burns, choking, electric shock, poisoning etc.
Demonstrate basic techniques of bandaging
Respond promptly and appropriately to an accident situation or medical emergency in real or simulated environments
o Emergency procedures include: raising alarm safe/efficient
evacuation correct means of
escape correct assembly point roll call correct return to work
Perform and organize loss minimization or rescue activity during an accident in real or simulated environments
Administer first aid to victims in case of a heart attack or cardiac arrest due to electric shock, before the arrival of emergency services in real or simulated cases
Demonstrate the artificial respiration and the CPR Process
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Participate in emergency procedures
Complete a written accident/incident report or dictate a report to another person, and send report to person responsible
o Parameters for making Incident Report: name date/time of incident date/time of report location environment conditions persons involved sequence of events injuries sustained damage sustained actions taken witnesses supervisor/manager
notified
Demonstrate correct method to move injured people and others during an emergency
Total Programme Duration: ____ Hours (This syllabus/ curriculum has been approved by Tourism and Hospitality Skill Council).
NOTE:
1. Each NOS as per the above NOS code includes Performance Criteria, Knowledge and Skills pertaining to a
job role the course content must cover all these three aspects as sub topics under every NOS
(Chapter/Main Topics/ Modules etc.)
2. The minimum requirement of Infrastructure and equipment list to run this program is as per the
annexure attached.
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ANNEXURE
1. Infrastructure and Equipment list
Standards for infrastructure facility which needs to be complied
S. No.
Category Minimum Requirements Multiples
A. Infrastructure Aspects Per Skill Center
A1. Class Room
i) No. of Class Rooms 2 class rooms Per Training Center
ii) Class Room Size 300 sq ft Per class room
iii) Seating Arrangement 25 study chairs for students and
one table and chair for trainer Per Batch
iv) Walls, floor and ceiling status
White washed & non-leaky Per class room
A2. Skill Lab
i) No. of Skill Labs 1 Lab Per Job Role/ QP
ii) Skill Lab Size
a. Housekeeping Lab 300 Sq. Ft.
iii) Display and Storing Arrangement of Equipment
Should be Displayed with proper labeling
Per Job Role/ QP
iv) Walls, floor and ceiling status
White washed & non-leaky Per Skill Lab
A3. Library
i) No. of technical Books 25 technical books Per Job Role/ QP
ii) No. of Non-technical Books 50 non-technical books
iii) No. of journals and Dailies 40 in total
v) Seating Arrangement 20 chairs and table
vi) Display and Storing
Arrangement of Books Should be Displayed with proper
labeling
A4. Water & Sanitation Facility
i) Water Supply Legal water supply
ii) Drinking Water Facility 1 Water Cooler with water purifier
iii) Separate Toilets for Boys & Girls
Separate Arrangement
A5. Fire Safety
i) Fire Extinguisher 02 per skill lab Multi-purpose
ii) Disaster Management Plan and mock drill
Fire Safety certificate
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A6. Common room/Pantry Preferably 1
A7. Ventilation
i) Lighting and Ventilation Well-ventilated
ii) Air conditioning Preferable
A8. Electricity Supply Structure Legal electricity supply
A9. Power Back up standby UPS or Generator
A10. Bus/Transport Facility
i) Connectivity to Public Transport
Preferable
ii) Own Transport Facility Preferable
B. Documents Per Skill Center
B1. Legally constructed Building Plan
B2. Permission To be used as educational
institution
B3. If Rented Rent/Lease Deed – (3+3 Years)
B4. If Owned Registration Papers for land and
building showing legal possession of society/trust
B5. If on contractual basis MoU with concerned organization
B6. If Skill Labs are out of premise
MoU or Contract with concerned organization
Per Job Role
B7. Agreements of On Job Training
MoU with Concerned Organization
Per Job Role
C. Training Aids Per Skill Center
C1. Black-board/ White-board/ Smart Board
01 board Per class room &
Skill lab C2. Chalk/Marker Sufficient
C3. Duster 01
C4. Computer/Laptop facility with Internet min. speed of 01 Mbps
05
Per Skill Center C5. Projector facility 01
C6. Speaker facility 01
C7. Charts/Posters Properly Displayed Per class room & Skill lab
C9. Printer/ Photocopy/ Scanner Facility
1 Per Skill Center
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2. Equipment For Housekeeping – Housekeeping Lab
S.No Items Nos.
Heavy Cleaning Equipment
Vacuum Cleaner (wet & Dries pickup indl. Model) 1
Telescope poles for glass cleaning system 1
Wringer trolley Janitorial trolley 2
Mechanical sweepers 1 Cleaning Equipment
Different brooms- Hard and soft 5
Carpet brush 2
T-scrubber 2
WC brush 2
Upholstery brush 2
Ceiling broom 2
Washbasin brush 2
Mops With detachable/fixed heads 2
Squeegees 2
Box sweeper 2
Buckets – 25 Ltr. Capacity 2
Mugs 2
Bowls 2
Dust bins 2
Chamber maid’s box 1
Maid’s trolley 1
Mop wringer trolley 2
Cleaning trolley 2
Yellow Coloured Caution Floor signs 2
Display sample section / Models / Material Boards Floorings different types and finishes 1 ft x 1 ft (Various types of stones: kota, dholpuri,marble, granite) (Tiles: vitrified, ceramic, anti-slippery,texturized, ) (Cement based surfaces: terrazzo, mosaic, granolithic) (Wood: block, strip, mosaic) (Linoleum, cork, rubber)
1
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3. Equipment’s For Housekeeping- Guest Room/Mock Room
FURNITURE PER ROOM:
1. Bed with side tables 2 Nos.
2. Single sofa chair with upholstery or small size two seat sofa 1 No.
3. Glass top tea table/coffee table 1 No.
4. Study chairs 2 Nos.
5. Mirror with dressing table & drawers }
6. Luggage rack } 1 No.
7. Wardrobe }
8. Shelf over fridge for glasses & thermos }
LIGHT ELECTRICAL EQUIPMENT & PAINTING :
1. Geyser (20 ltrs.)
1 No.
2. Table lamp
1 No.
3. Pedestal lamp 1 No.
4. TV with remote 1 No. 5. Mini fridge
1 No.
6. Painting/wall hangings 2 Nos.
7. Thermos flask 1 No.
FURNISHING & LINEN:
1. Sheer Curtain
1 No.
2. Heavy Curtain
1 No.
3. Cushions for sofa chair 4 Nos.
4. Double bed sheet 2 Nos.
5. Pillow covers 4 Nos.
6. Bed cover
1 No.
7. Bath towel 2 Nos.
8. Hand towel 2 Nos.
9. Bath mat 1 Nos.
OTHER ITEMS:
1. Shower curtain
}
2. Towel rack with pull up type cloth lining } 1 No.
3. Telephone }
4. Door bell }