Unit HSL17 (F7RM 04)
Supervise Housekeeping Services
This Unit is about the maintenance of the housekeeping service. This Unit deals with the preparation, supervision and
review of the service, involving the planning of equipment and supplies, preparing staff rotas, briefing staff and
collecting customer feedback.
This Unit is a sector specific unit and has particular links with the following units in the Hospitality Supervision and
Leadership suite of standards:
HSL1–6, HSL14, HSL18–19, HSL23–24 and HSL29
Assessor feedback on completion of Unit
Unit HSL17 (F7RM 04)
© SQA 2009
Supervise Housekeeping Services
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Unit HSL17 (F7RM 04)
Supervise Housekeeping Services
I confirm that the evidence detailed in this Unit is my own work and meets the requirements of the National Occupational standards.
Candidate Signature
Date
I confirm that the candidate has achieved all the requirements of this Unit.
Assessor Signature
Date
Countersigning Assessor Signature (if applicable)
Date
I confirm that the candidate’s sampled work meets the standards specified for this Unit and may be presented for external
verification.
Internal Verifier Signature
Date
Countersigning Internal Verifier (if applicable)
Date
External Verifier Initial and
Date (if sampled)
Unit HSL17 (F7RM 04)
© SQA 2009
Supervise Housekeeping Services
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Unit HSL17 (F7RM 04)
Supervise Housekeeping Services
What you have to do
Behaviours
P1
B1
B2
Allocate staff and brief them on duties, relevant
procedures and any variations relating to their work
routines.
P2 Make sure staff have the skills, knowledge and
resources when they are needed to carry out their
duties.
P3 Ensure staff are aware of the standard of behaviour
acceptable to the organisation.
P4 Ensure staff are aware of how they should
communicate with customers and other staff
members whilst at work.
P5 Schedule housekeeping procedures to take place at
intervals which are suitable for maintaining the
standards of the housekeeping service.
P6 Monitor and review the service to ensure that staff
follow the correct housekeeping procedures and the
housekeeping service meets the needs of
customers.
P7 Inform your staff and customers about any changes
to the service that may affect them.
P8 Take effective action to manage problems that may
disrupt the housekeeping service when they occur.
P9 Collect feedback on the service from staff and
customers.
P10 Pass on feedback and recommend improvements to
the relevant people according to your organisation’s
requirements.
P11 Make sure the required records are completed and
processed.
Unit HSL17 (F7RM 04)
© SQA 2009
Supervise Housekeeping Services
B3
B4
B5
B6
B7
B8
B9
You find practical ways to overcome barriers.
You give feedback to others to help them improve their
performance.
You make appropriate information and knowledge available
promptly to those who need it and have a right to it.
You demonstrate a clear understanding of different customers
and their real and perceived needs.
You comply with, and ensure others comply with, legal
requirements, industry regulations, organisational policies and
professional codes.
You monitor the quality of work and progress against plans
and take appropriate corrective action, where necessary.
You use cost-effective, time effective and ethical means to
gather, store and retrieve information.
You model behaviour that shows respect, helpfulness and cooperation.
You recognise recurring problems and promote changes to
structures, systems and processes to resolve these.
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Unit HSL17 (F7RM 04)
© SQA 2009
Supervise Housekeeping Services
B9
B8
B7
B6
B5
B4
B3
B2
B1
P11
P10
P9
P8
P7
Behaviours
P6
P5
What you have to do
P4
Date
P3
Evidence description
P1
Evidence
number
Supervise Housekeeping Services
P2
Unit HSL17 (F7RM 04)
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Unit HSL17 (F7RM 04)
Supervise Housekeeping Services
What you have to know
Knowledge Statements marked by  cannot be inferred
K1
The roles and responsibilities of different people in your organisation and department for procedures in relation
to the housekeeping service.
K2
 How legislation affects housekeeping procedures.
K3
 How the housekeeping service integrates with other departments and the problems that may arise if the
housekeeping service and other departments do not work together.
K4
 The economic importance of an effective customer focussed housekeeping service to the organisation and
its staff members.
K5
 How your organisation’s policies can affect the development of procedures for the housekeeping service.
K6
How to allocate work to staff and monitor responsibilities to ensure standards are maintained.
K7
 How to identify training needs and ensure that staff have the skills and knowledge to carry out their work
effectively.
K8
How to choose appropriate methods to brief your staff, for example verbal instructions, written instructions,
demonstrations or diagrams.
K9
 How to give feedback to staff in a way that motivates them.
K10
How to monitor the allocation and use of resources.
K11
 The different cleaning agents, materials and tools used in the housekeeping service and how to use and
store these.
K12
 How the different surfaces and materials in your area of responsibility should be cleared/cared for.
Unit HSL17 (F7RM 04)
© SQA 2009
Supervise Housekeeping Services
Completed
date or
appendix
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Unit HSL17 (F7RM 04)
Supervise Housekeeping Services
What you have to know
Knowledge Statements marked by  cannot be inferred
K13
Standards of personal presentation, customer care and behaviour for staff.
K14
How to monitor the work of the housekeeping service.
K15
The types of problems that may occur in the housekeeping service and how to deal with and report these.
K16
 The different ways of completing and storing records, computerised and paper-based, and the advantages
and disadvantages of each.
K17
 The limits of your authority when dealing with problems.
K18
 Why you should maintain confidentiality when collecting feedback.
K19
How to report feedback.
K20
The importance of collecting feedback from staff and customers.
K21
 Procedures for obtaining and recording feedback from customers and staff and why it is essential to the
improvement of services and the overall management of the organisation.
K22
 Why it is important to review procedures and how to do so.
K23
How to identify and suggest possible ways of improving the housekeeping service.
K24
How to alter work allocation in response to feedback.
K25
 What the legal requirements are in relation to storing information about customers, staff and their
comments.
Unit HSL17 (F7RM 04)
© SQA 2009
Supervise Housekeeping Services
Completed
date or
appendix
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Unit HSL17 (F7RM 04)
Supervise Housekeeping Services
What you have to know
Knowledge Statements marked by  cannot be inferred
K26
 Why the implications of legal requirements need to be regularly reviewed.
K27
 The health and safety standards that need to be followed with regards to the housekeeping service and the
impact that a breach of these standards could have on customers, staff and the organisation.
Unit HSL17 (F7RM 04)
© SQA 2009
Supervise Housekeeping Services
Completed
date or
appendix
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Unit HSL17 (F7RM 04)
Supervise Housekeeping Services
Supplementary evidence
Evidence/Question
Answer
Date
1
2
3
Examples of evidence may include:
1
2
3
4
5
6
7
8
Observation
Witness testimony
Professional discussion
Candidate statement
Oral questions
Written questions
Project
Reflective account
9
Products of work:
a housekeeping schedules
b notes of meetings with line manager
c staff rotas
d team briefing notes
e plans for functions
f
housekeeping records
There must be sufficient evidence for the Assessor to judge that the candidate can achieve the learning outcomes and assessment
criteria on a consistent basis.
Unit HSL17 (F7RM 04)
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Supervise Housekeeping Services
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