Modul Public Area

TRAINING MANUAL FOR PUBLIC
AREA CLEANER
NATIONAL OCCUPATIONAL CERTIFICATION SCHEMES REFERENCING TO

ACCSTP & CATC ON TOURISM PROFESIONAL IN THE AREA HOUSEKEEPING
Professional Tourism Training Center
Department For Tourism & Creative Economy DKI Jakarta Provincial Government
2022
TRAINING MODULE NATIONAL OCCUPATIONAL CERTIFICATION COMPTENCY BASED
SCHEMES REFERENCING TO ACCSTP & CATC ON TOURISM PROFESIONAL ON
TOURISM PROFESSIONAL COMPETENCY IN HOTEL & RESTAURANT
Tourism Professional Training Standards Improvement Program

Professional Tourism Training Center
Department For Tourism & Creative Economy
DKI Jakarta Provincial Government
Building C, Kuningan Barat I No. 1, South Jakarta

Phone: (021) 5250968, (021) 5202256
Facsimile: (021) 5250968, (021) 5202256
Author: 1. Taufik Hidayat,SE,MM
Copyright © 2022 at the Professional Tourism Training Center

Department For Tourism & Creative Economy
All Rights Reserved. No part of this book may be reproduced or reproduced without written
permission from the publisher.
This book was produced by t Department For Tourism & Creative Economy DKI Jakarta
Provincial Government.
Disclaimer:
This book is a participant module prepared by the Government for the Public Area Cleaner training. This
participant module was prepared and reviewed by various parties under the coordination of the Tourism
Profession Training Center, and was used in the implementation of the Housekeeping Public Area training.
This module is a “living document” that is constantly being improved, updated, and updated according to
the dynamics of needs and changing times. Input from various circles is expected to improve the quality
of this book.
ii
WELCOME REMARKS
HEAD OF THE DEPARTMENT FOR TOURISM AND CREATIVE ECONOMY
DKI JAKARTA PROVINCIAL GOVERNMENT
The tourism sector needs to be supported by human resources who have the
competency to provide excellent services for tourists. Act number 10 of 2009
concerning Tourism and Government Regulation number 52 of 2012 concerning
Competency Certification and Business Certification in the tourism sector are required
to have competency standards through certification to face free market labour
competition.
Professional tourism human resources are very much needed in the tourism industry,
because they have a large and important contribution to the advancement of the
development of the world of tourism, especially about ASEAN Economic Community
(MEA) competition, and foreign tourism human resources that have better quality. This
is very worrying considering the tourism industry which absorbs a lot of human labour.
The policy direction of the DKI Jakarta Provincial Government is to support tourism
development by improving the quality of tourism human resources following the
National Occupational Certifications Schemes Referring To ACCSTP & CATC On
Tourism Professional, one of which is the profession in the hotel and restaurant sector.
Jakarta, Septemb 2022

Head Of t De artment For Tourism and Creative Economy
DKI Ja a Provincial Government
Andhika Permata
iii
FOREWORD
Assalamualaikum, Wr, Wb
First of all, thanks to Allah SWT who always given health, blessing and salvation for all
of us. So that, we can finished the publication of the Hotel and Rest rant competency —
Based Training Module. The module is prepared to meet the training needs carried by
the The Tourism Professional Training Center of Tourism and Creative Economy
Departement. This can be used as basic materials for training of the Hotel and
Restaurant sector. The module developed by The Indonesian National Competency
Work Standard (SKKNI) which consist of Associations, Academics, and Professionals in
the Hotel and Restaurant sector, to support and prepare Tourism Human Resource so
that they can compete with the era of the ASEAN Economic Community (MEA).
We would like to express our sincere gratitude to the publisher team that already
contributed for this module also greatly appreciate to all any suggestions and further
improvement.
Last but not least, this Professional Training Module for the Hotel and Restaurant sector
is organized by the The Tourism Professional Training Center of Tourism and Creative
Economy Department in DKI Jakarta Provinces to create a competent and certified
tourism workforce towards productive tourism human resources in global
competitiveness.
Jakarta, September 2022

Acting Head of Professional Tourism Training Center
incial Government
iv
WELCOME iii
FOREWORD iv
TABLE OF CONTENTS v
CHAPTER I. INTRODUCTION 1
A. BACKGROUND 1
B. GRADUATE PROFILE 3
C. EXPECTED COMPETENCIES 4
D. TRAINING TIME 4
E. REQUIREMENTS FOR TRAINING PARTICIPANTS 4
F. BENEFITS OF MODULE 5
G. AUTHOR 5
CHAPTER II. TRAINING MODULE CURRICULUM 7
A. COMPETENCE STANDARD 7
B. PUBLIC AREA TRAINING MODULE CURRICULUM 8
C. MODULE DESCRIPTION 42
CHAPTER III. EVALUATION 277
A. WRITTEN TEST QUESTIONS 277
B. CASE STUDY PROBLEMS 279
CHAPTER IV. TOOL AND EQUIPMENT 288
A. TOOL 288
B. EQUIPMENT 288
REFERENCES 289
GLOSSARY 290
BIOGRAPHY OF THE COMPOSITOR 294
v
CHAPTER I. INTRODUCTION
A. Background
In order to welcome the era of globalization which encourages all human resources to have
the ability and professionalism, including workers in the tourism sector, where Jakarta is
the capital of the country and is one of the leading destinations in Indonesia, Jakarta
inevitably becomes a barometer for other destinations in Indonesia. The availability of
competent human resources is absolutely necessary in line with the government's program
that 2022 is the year of development in the HR field.
To support the progress and growth of tourism, it is necessary to prepare Human
Resources who have the ability and skills in all fields related to tourism. The human factor
has an important role in determining the competitiveness of tourism. With the
competitiveness of the tourism sector workforce, there needs to be competency-based
tourism training and certification. The measuring tools are knowledge, skills and behavior.
The ability and skills (competence of skills) of work possessed by human resources in the
field of Indonesian tourism in general, are currently still many that do not meet the
standards. With that assumption, it means that there are still few human resources with
competency standard certificates. For this reason, the workforce in the tourism sector in
Indonesia needs to be increased, so that it can meet international standards that can be
accepted in the global market.
It is hoped that this training module towards certification will make the workforce, especially
in the tourism sector in Indonesia, especially in the field of tourism possible
Competent hotel accommodations are ready to compete against the ASEAN Economic
Community (AEC). In preparing the said workforce, education and training play a very
1
important role, with reference to the six (6) pillars contained in the Presidential Regulation
of the Republic of Indonesia
Indonesia Number 8 of 2012 concerning the Indonesian National Qualifications Framework,
so that human resource development can be realized.
The six pillars are:
1. Indonesia's National Qualifications Framework
The Indonesian National Qualifications Framework, hereinafter abbreviated as KKNI, is
a competency qualification rating framework that can juxtapose, equalize, and integrate
the fields of education and the field of job training and work experience in order to provide
recognition of work competencies in accordance with the work structure in various
sectors;
2. Learning Outcomes
Learning outcomes are abilities obtained through internalization of knowledge, attitudes,
skills, competencies, and accumulated work experience;
3. Equalization
Equalization is the process of pairing and integrating learning outcomes obtained
through education, job training, and work experience;
4. Qualification
Qualifications are mastery of learning outcomes that state their position in the KKNI;
5. Work Experience
2
Work experience is the experience of doing work in a certain field and for a certain period
of time intensively that produces competence;
6. Work Competency Certification
Work competency certification is the process of providing competency certificates that
are carried out systematically and objectively through competency tests in accordance
with the Indonesian National Work Competency Standards, International Standards,
and/or Special Standards;
Through the Indonesian National Work Competency Standards in the Hospitality
accommodation sector stipulated by the Decree of the Minister of Manpower and
Transmigration of the Republic of Indonesia Number 58 of 2018 concerning the Stipulation
of Indonesian National Work Competency Standards for the Categories of Rental Services,
Employment, Travel Agencies and Other Business Supporting Main Classes of Office
Administration Services, Services Office Support and Other Business Support Services in
HOTEL & RESTAURANT.
To support the six pillars mentioned above, the Tourism Profession Training Center of the
Office of Tourism and Culture of the Special Capital Region of Jakarta has developed a
Curriculum National Occupational Certifcation Schemes Refering To ACCSTP & CATC On
Torism Profesional, one of which is the profession in the hotel and restaurant sector and
Module for Tourism Profession Training in the field of Maintain Quality Customer.
B. Graduate Profile
The competency units contained in this training module are core competency units
needed by the HOTEL & RESTAURANT sector workforce, especially in the operational
field. After participating in this training, participants can take a competency test
3
(assessment) conducted by the HOTEL & RESTAURANT Professional Certification
Institute (LSP) in order to obtain a competency certificate for SKKNI issued by BNSP.
C. Expected Competencies
1. Able to cooperate with colleagues and customers in accordance with competency

standards.
2. Able to work in a diverse social environment appropriately and in accordance with

competency standards.
3. Able to develop and update knowledge about the hospitality industry in accordance
with competency standards.
4. Able to provide porter services appropriately and in accordance with competency

standards.
5. Able to provide facilities for lost and found goods in accordance with the requirements
D. Training Time
Training time for the six (6) competency units 40 hours of training @ 45 minutes, so
that the competency target is achieved, the requirements of the training participants
must be considered.
E. Training Participants Requirements
The minimum requirements for the HOTEL & RESTAURANT – SKKNI Public Area
Attendant training participants are as follows:
1. Education:
a) Have a high school/vocational high school diploma or equivalent with Event

experience at least 3 (three) times
b) Age / Age: Minimum 18 years old
c) Gender: Male / Female
d) Health: In good health and not color blind, proven with a Doctor's Certificate
4
Attach :
a. Registration form
b. Curriculum Vitae (CV)
c. 2 latest 3x4 color photos
d. Photocopy of identity card
e. Photocopy of diploma
f.Photocopy of training certificate
g. Photocopy of work experience letter/logbook
h. Doctor's certificate
i. Logbook (work experience)
e) Photocopy of grade transcript with a minimum English value of B or photocopy of

TOEFEL certificate or the like
f) Able to operate a computer and master word, excel and powerpoint programs.
F. Module Benefits
This module can be used as a reference for training providers and tourism professional
training instructors for tourism human resources to ensure and maintain the competence
of the workforce in the Bellboy work SKKNI in HOTEL & RESTAURANT activities.
G. Author
Referring to the Decree of the Head of the Professional Training Center
Tourism and Culture of the DKI Jakarta Provincial Tourism and Culture Office number
No.483/PW.05.02 ,July 4th, 2022 concerning Appointment/Determination of Experts for
the Preparation of Training Modules in the HOTEL & RESTAURANT Sector Activities for
5
Improving Tourism Professional Training Standards in 2022, the expert personnel for
preparing the training modules are as listed in the following table.
NO NAME TITLE
1 Taufik Hidayat,S.E,M.M. Academician
2 Hendaris Adrianto,S.E,M.Par. Academician
3 Agung Gita Subakti., SST., MM., CHE Academcian
4 Sri PujiAstuti,S.E,MPar Academician
5 Riza Herawan,S.E,M.M Academcian
6
CHAPTER II TRAINING CURRICULUM
A. Competency Unit
This curriculum and module consists of thirteen (13) competency units, namely: nine
(9) existing general competency units and Four (4) core competency units in
Housekeeping – Public Area Cleaner. The competency units are:
1. D1.HOT.CL1.01 Work Effectively with Customers and Colleagues
2. D1.HOT.CL1.02 Work in a Socially Diverse environment
3. D1.HOT.CL1.03 Implement Occupational Health and Safety Procedures
4. D1.HOT.CL1.05 Perform Clerical Procedures
5. D1.HOT.CL1.10 Promote Hospitality Products and Services
6. D1.HOT.CL1.05 Perform Basic First Aid Procedures
7. D1.HOT.CL1.11 Manage And Resolve Conflict Situations
8. D1.HOT.CL1.13 Perform Child Protection Duties Relevant to the Tourism

Industry
9. D1.LAN.CL1.01 Speak English at a Basic Operational Level
10. D1.HHK.CL3.01 Provide Housekeeping Service To Guests
11. D1.HHK.CL3.02 Clean Public Areas, Facilities and Equipment
12. D1.HSS.CL4.09 Provide a Lost and Found Facility
13. D1.HHK.CL3.07 Clean and Maintain industrial Work Area and Equipment
7
B. Housekeeping Training Curriculum– Public Area Cleaner
Basically, to become a Public Area Cleaner, one must master thirteen (13) Competency
Units which contain nine (9) general competency units and four (4) core competency units.
COMPETENCE-BASED TRAINING CURRICULUM
TRAINING NAME : HOUSEKEEPING - PUBLIC AREA CLEANER
UNIT CODE : I.55HDR00.149.2 / D1.HOT.CL1.01
UNIT TITLE : Work Effectively with colleagues and customers
DURATION OF TIME : 6 Hours of Study
ELEMENTS CRITERIA MODULE METHOD DURATION

TEST
1. Communicating 1.1 Communication with A. Definition a.Lecture 2 X @ 45 a.Written
at work guests and B. Process and basic b.Disccusion Menit b.Oral test
colleagues is c.Demonstration c.Practical
principles of
carried out in an
open, professional, communication
friendly and polite C.Type of
manner communication
message
1.2 Use D. Definition and
appropriate types of verbal
language and non-verbal
and tone communication
verbal
1.3 The effect of E. Definition and

personal body forms of body
language is language
considered
1.4 Sensitivity to F. Build relationships
cultural and with other people
social from different
differences cultural
is shown backgrounds
social
8
1.5 Active listening and G. Identify the
asking questions importance of
are used to ensure listening in
two-way effective two-way
communication communication
which direction H. Types of listeners
effective
I. Effective listening
methods
1.6 Existing and J. Definition, types and

potential conflicts techniques of
are identified and overcoming conflict
solutions sought in communication
with assistance
from colleagues
when needed
2. Provide 2.1 Guest needs K. Identifying a.Lecture 2 X @ 45 a.Written

assistance and internal and b.Discussion Menit b.Oral
for internal expectations, external guests c.Demonstration c.Practical
and including matters L. Identifying guest
external with Specific needs
guests needs, are M. Identifying the
correctly needs of
identified and
external guests
the right
production and
services
provided
2.2 Communicate in N. Identify the

a friendly and communication
courteous process with
manner while guests
serving guests O. What is the attitude
of service to
guests
2.3 All acceptable P.Understanding

customer needs customer
and requests are Q. Identify customer
met within requirements within
acceptable the deadline
company
timeframes
9
2.4 Chance for R. Definition of quality
improve service service (Service
quality identified Excellent)
and taken S. Provide input to
whenever possible improve service
quality within the
time limit
2.5 Customer T. Identify body

disappointments language customer
are quickly relate
recognized and disappointment
take action to U. Customer
solve the complaints are
problem in handled properly
accordance with positive, sensitive
level of individual and polite
responsibility and
company
procedures
2.6 Customer V. Definition, types

complaints are and techniques in
handled handling
positively, complaints
sensitively and
politely
2.7 Complaints are W. Knowing work
referred to the procedures,
appropriate follow-up,
complaints
person for
according to
follow-up company
according to level procedures
individual
responsibility
3.Maintain personal 3.1 Work location X. Identify the types a.Lecture 2 X @ 45 a.Wrriten
presentation of work locations b.Discussion Menit b.Oral
standards c.Demonstration c.Practical
3.2 Hygiene, health Y. Correctly identify
and safety health, safety and
security
procedures
3.3 Specific Z. Identify personal

presentation appearance based
requirements on work function
for special work
function
10
3.4 Proper AA. Personal
personnel appearance
hygiene care standards
3.5 Appropriate AB. How to look

clothes presentable by
paying attention to
health
11
UNIT CODE : I.55HDR00.150.2 /D1.HOT.CL1.02
UNIT TITLE : Work in a Socially Diverse environment
ELEMENT CRITERIA MODULE METHOD DURATION

TEST
1. Communication 1.1 Customers and A. Understanding a.Lecture 2 X @ 45 a.Written test
with customers Colleagues from all customers and b.Discussion Menit b.Oral test
and colleagues cultural groups are colleagues c.Demonstration c.Practical
from diverse valued and treated B. Identify customer
backgrounds with respect and characteristics
sensitivity
1.2 Verbal and non- C. Definition of oral

verbal and non-verbal
communication is communication
considered in terms
of cultural differences
1.3 Where there is a D. Definition of

language barrier, communication
efforts are made to barriers and
communicate with their types
sign language or
simple words in the
person's language
1.4 Assistance from E. Build relationships

colleagues, with other people
obtaining reference F. Comunicate
books or outside effectively
organizations when
needed
2. Dealing with 2.1 Things that give rise G. Procedures for a. Lecture 2 X @ 45 a. Written test
Intercultural to misunderstandings handling Menit
in the workplace can conflicts and b. Discussion b. Oral test
Misunderstandings be identified how to resolve c. Demonstration c. Practical
them
2.2 Difficulties are

reported to the right
person and seek
help from the team
leader
12
2.3 Cultural differences
are taken into
account, when
difficulties and
misunderstanding
occur
2.4 Efforts were made

to resolve the
problem of
misunderstanding
with cultural
considerations
2.5 Matters and

problems
presented to
the chairman
appropriate
team/supervisor
for follow-up
13
UNIT TITLE : Implement Ocuppational Health and Safety Procedures
ELEMENT CRITERIA MODULE METHOD DURATION TEST
1.Follow 1.1 Health, safety and security A. Understanding of K3 a.Lecture 2 X @ 45 a.Written

workplace procedures are properly (health, safety, b.Discussion Menit test
procedures and followed in accordance security)
c.Demonstration b. Oral test
provide with company policy and B. Legal Basis for OSH
feedback on relevant laws and (health, safety, c.Practical
health, safety insurance requirements security)
and security
1.2 Violation of health, safety C. Procedure to identify

and procedures security and report in case of
identified and reported violation K3
immediately
1.3 Any suspicious behavior

or occurrence is reported
immediately to the
designated person
14
2. Handling 2.1 Potential emergency and D.Procedures for a.Lecture 2 X @ 45 a.Written
emergency emergency situations are handling b.Discussion Menit test
situations immediately recognized emergency c.Demontration b.Oral test
and required actions are situations c.Practical
determined and taken according to
within scope specified standards
individual responsibility
2.2 Emergency procedures

are followed correctly
according to company
procedures
2.3 Seek immediate

assistance from
colleagues and/or other
authorities when
necessary
2.4 Details of emergency E. Procedure for making

situations are accurately emergency situation
reported according to reports Procedur
company policy
3. Maintain safe 3.1 Personnel presentation F. Knowledge of a. Lecture 2 X @ 45 a. Written

personal taking into account the appropriate Menit test
b. Discussion
presentation workplace environment performance
standards c. Demontration b. Oral Test
standards and health and safety
issues which include:
c. Practical
1. Maintaining proper
personal
hygiene/grooming
2. Appropriate clothes
and shoes
3. Appropriate practices
15
UNIT TITLE : Perform Clerical Procedures
1. Processing 1.1Process documents with A.Definition and a.Lecture 2 X @ 45 a.Written

office documents appropriate office stages of Menit
b.Discussion test
equipment in accordance documentation b. Oral
c.Demontration
with enterprise B.Types of test
procedures and within documentation in
c. pratical
designated timeline the company
1.2 Identify and rectify and/or C. Office supplies

report malfunctions grouping
promptly in accordance
with enterprise
procedure
.
1.3 Use office equipment to D. Non-functioning

process documents office supplies
inventory
procedures
2. Draft E.Recognize a. Lecture 2 X @ 45 a.Written

correspondence 2.1.Text written with various office Menit test
documents b. Discussion
Use clear and concise b.Oral Test
language F. Determining the c. Demonstration c. Practical
destination and
recipient d. a.
2.2 Correct spelling, G. Procedure for

punctuation and making
grammar correspondence
2.3 The meaning of H. How to write

correspondence is correspondence
understood by the correctly
recipient.
2.4 Information is checked for I. Correspondence
accuracy before being creation procedure
sent..
16
3. Maintain 3.1 Documents are archived J. Document storage a.Lecture 2 X @ 45 a.Written
document systems / stored in accordance with according to Menit test
company security established b.Discussion
b. Oral test
procedures standards
c.Demontration c. Practical
3.2 The reference and index K. Storage techniques.

system is modified and
adjusted according to
company procedures
17
UNIT TITLE : Promote Hospitality Products and Services

TEST
1. Develop product 1.1 Identify A. Definition of a. Lecture 2 X @ 45 a. Written test

and service opportunities to product/service Menit b. Oral Test
knowledge develop product b. Discussion
and service c. Practical
c. Demontration
knowledge
1.2 Describe the B. Knowledge

benefits of staff development
having high through training
levels of product programs
and service
knowledge.
1.3 Apply formal and C. Feedback
informalresearch procedure for
techniques to evaluating
gain product and
product/service
service
knowledge results
1.4 Seek customer D. Knowledge for

feedback to increase
supplement sales effectiveness
product and
service
knowledge
18
1.5 Share product and E. Information in
service knowledge planning
with other relevant
internal personnel
1.6 Initiate action to F. Identify

identify changes in changes to
customer preferences, meet customer
needs, wants and needs
expectation.
1.7 Contribute to changes

to products, services
and service standards
to meet identified
customer needs
2. Develop market 2.1Explain the concept of G. Great bidding a. Lecture 2 X @ 45 a. Written

knowledge target markets and selling b. Discussion Menit test
techniques c. Roleplay b. Oral test
effective c. Pratical
2.2. Define the concept of

niche markets
2.3 Describe how H. Explanation

promotions and offers 'extras' and
may vary to suit 'add-ons
differing target
19
2.4 Identify sources of I. Promotional
information about strategies that
enterprise-specific are in line with
target markets the company's
goals and focus
Strategy
20
UNIT TITLE : Perform Basic First Aid Procedures

TEST
1. Assess the 1.1. Identify physical A. Emergency handling a. Lecture 2 x @ 45 a. Written

situation hazards to own procedures menit
b. Demontration test
and others’ health
and safety c. Roleplay b. Oral Test
1.2.Minimize B. Criteria for judging and c.Practical
immediate risk to deciding emergency
self and health measures
and safety of the
casualty by
controlling
hazard/s in
accordance with
accepted
practice
1.3. Assess casualty’s C. Handling emergency
vital signs and services for
physical condition colleagues/customers
in accordance with
accepted practice
2. Apply basic 2.1. Provide first aid D. Handling guests based

first aid management in on vital signs
techniques accordance with
established first
aid procedures
and available
resources and
equipment
21
2.2. Monitor casualty’s
condition and
respond to the
casualty’s
condition in
accordance with
accepted first aid
principles and
enterprise
guidelines
3. Communicate 3.1.Request E. Identification of a. Lecture 2 x @ 45 a.Written test

details of the appropriate service delivery menit b.Oral test
incident and reporting b. Demonstration
medical assistance c. Practical
using the most c. Roleplay
relevant and
appropriate
communication
mechanism
3.2. Convey details of F. Submission of condition
casualty’s information
condition and victims carefully and
first-aid clearly to the officers
management
activities
accurately to
emergency
services or
relieving
personnel.
3.3. Prepare reports G. Documentation a. Lecture 2 x @ 45 a.Written test
to supervisors in emergency situation menit b.Oral test
b. Demonstration
a timely manner, according to SOP c. Practical
presenting all c. Roleplay
relevant facts
according to
enterprise
guidelines
22
UNIT CODE : I.55HDR00.155.2 /D1.HOT.CL1.11
UNIT TITLE : Manage And Resolve Conflict Situations
ELEMENTS CRITERIA MODULE METHOD DURATION TEST

A. Identifies the possible
1.1. Handle types of complaints
complaints which may be
sensitively, encountered and
courteously provides general
and discretely requirements in
dealing with them.
A. How to identify a
complaint exists, the
need for an apology,
explains the need to
1.2. Take take responsibility to
responsibility fix the problem and
for resolving lists personal
complaints characteristics which a.Lecture a.Written
1. Respond to
complaints have been found to beb.Discussion 2 X @ 45 b.Oral test
effective when dealingc.Demonstration Minutes c.Practical
with complaints.
A. Presents the concept of

‘scope of authority’,
describes possible
examples of
1.3. Handle organisational
complaints in complaint handling
accordance procedures,introduces
with enterprise ‘programmed decisions
procedures and outlines an
effective complaint
resolution model.
23
2.1. Identify A. Defines conflict,
potential for explains who potential
conflict quickly conflict may involve,
and take identifies possible
appropriate reasons for conflict
action to and describes action
prevent to prevent escalation.
2. Identify and
escalation a.Lecture a.Written
manage
b.Discussion 2 X @ 45 b.Oral test
conflict 2.2. Identify threats c.Demonstration Minutes c.Practical
situations to personal
safety of A. Examples of threats to
customers or personal safety and
colleagues identifies assistance
quickly and options which may
organize need to be organised
appropriate
assistance
3.1. Take
responsibility for
finding a
solution to the A. Recaps the concept
conflict of ‘scope of authority’
situations within and identifies possible
scope of conflict situation.
individual
responsibility
and job role
3.2. Manage
conflict by
applying A. Highlights effective
3. Resolve a.Lecture a.Written
effective communication skills
conflict b.Discussion 2 X @ 45 b.Oral test
communication required to handle
situations c.Demonstration Minutes c.Practical
skills and conflict.
anger
management
techniques
3.3 Use conflict
resolution A. presents more conflict
skills to resolution tips and
manage the indicates how
conflict solutions to conflict
situation and may be developed.
develop
solutions
24
TRAINING NAME : - HOUSEKEEPING - PUBLIC AREA CLEANER
UNIT CODE : D1.HOT.CL1.13
UNIT TITLE : PERFORM CHILD PROTECTION DUTIES
RELEVANT TO THE TOURISM INDUSTRY
DURATIO
ELEMENTS CRITERIA MODULE METHOD TEST
N
A. What is
Child Sex
1.1. Define the Tourism?
problem of B. Provide
child sexual examples
exploitation and
of children explanation
by tourists s of why
(otherwise there has
known as been a
child-sex major
tourism) growth in a.Written
1. Identify the Child Sex a.Lecture
issue of Tourism b.Oral
sexual 1.2. Describe b.Discussion
A. The 2 X @ 45 test
exploitatio the impact
internet c.Demonstratio
n of of child Minutes c.Practica
has also
children by sexual n
played a
tourists exploitation l
massive
on children,
part in the
communitie
sexual
s and the
expoitation
hotel and
of children
travel
by tourists
industries
A. The impact
1.3. Identify
on
suspicious
communities
behaviors
of the CSEC
that may be
is negative
exhibited by
and
25
child sex substantial,
tourists as the loss of
child
innocence
2.1. Locate and A. Provide a
become familiar definition of
with the United what the
Nations UNCRC
Convention on B. Why is the
the Rights UNCRC
(UNCRC) of the necessary
Child and the C. Why are we
main UN obligated
Articles relating legally and
to the rights of morally to
all children to protect
be safe from children
sexual from sexual
exploitation exploitation
2.2. Examine A. Child
national, regional Protection is
and international a Legal
initiatives to Issue for all
2. Describe prevent the people and
national, sexual businesses
regional and exploitation of B. The Hotel
a.Written
international children by and Travel a.Lecture
b.Oral
actions to tourists Industries b.Discussion
2 X @ 45 test
prevent the can take c.Demonstratio
Minutes c.Practica
sexual important n
l
exploitation of steps to
children by adhere to
tourists the UNCRC
through
their
operations,
policies and
procedures,
training,
monitoring
and
reporting
functions
A. What
Happens
2.3. Identify
Even if
reporting
There is a
mechanisms
Child Safe
if suspicious
Industry and
behavior is
Abuse
observed
B. Child Sex
Tourism is a
26
reality and
is growing
larger
3.1. Prepare a
list of A. Provide
3. Describe actions that examples of
actions can be how
that can taken by different
be taken in staff labour
the working in divisions
a.Lecture
workplace each labor within the a.Written
b.Discussion 2 X @ 45
to protect division of Hotel and b.Oral test
c.Demonstratio
children the hotel Travel c.Practical
n Minutes
from and travel Industries
sexual industries to can
exploitatio prevent the influence a
n by sexual protective
tourists exploitation environment
of children for children
by tourists
27
TRAINING NAME : - HOUSEKEEPING - PUBLIC AREA CLEANER
UNIT CODE : D1.HOT.CL1.13
UNIT TITLE : SPEAK ENGLISH AT A BASIC OPERATIONAL
LEVEL
1.1. Use and

A. Opening
respond
Statements
appropriately
B. Language
to opening
Tips
comments
A. Giving
Directions
B. Provide
1.2. Comment on
1. Participate in assistance to
familiar topics
simple guests or
conversations clients a.Lecture a.Written
on familiar b.Discussion 2 X @ 45 b.Oral test
topics with A. Important as c.Demonstration Minutes c.Practical
work explaining
colleagues 1.3. Talk about a what
past event happened
B. Useful
language
1.4. Use closing
remarks
A. Closing down
appropriately
a conversation
to end the
conversation
2.1. Confirm
understanding A. Employee
of instructions to
2. Respond to supervisor’s carry out a
simple instructions or task a.Lecture a.Written
verbal requests b.Discussion 2 X @ 45 b.Oral test
instructions 2.2. Request c.Demonstration Minutes c.Practical
A. Asking for
or requests repetition or
repetition
clarification of
B. Asking for
instructions or
clarification
requests
28
3.1. Use polite A. Description
forms to make B. Polite forms
simple C. Useful
requests language
3.2. Thank the A. Important
person social value
a.Lecture a.Written
3. Make simple responding to in English
requests your request B. Pronunciation
c.Demonstration Minutes c.Practical
A. Steps to deal
3.3. Acknowledge
with
the person
customers
who cannot
that don’t
respond to
speak
your request
English
A. Explaining
how to carry
out a routine
job is a basic
4.1. Explain a
English task
sequence of
and can be
events in
used on a
carrying out a
daily basis in
routine job
the service
industry
4. Describe a.Lecture a.Written
B. Sequence
routine b.Discussion 2 X @ 45 b.Oral test
markers
procedures c.Demonstration Minutes c.Practical
4.2. Describe
exceptions to A. Adverbs of
routine frequency
procedures
4.3. Make
suggestions
A. Ways to
on how to
make
improve
suggestions
routine
procedures
5.1. Talk about
A. Naturally talk
likes and
about things
dislikes of
5. Express you like and
familiar topics a.Lecture a.Written
likes, dislikes dislike
and situations b.Discussion 2 X @ 45 b.Oral test
and
5.2. Discuss A. Give reasons c.Demonstration Minutes c.Practical
preferences
preferences to support
and give your
reasons preferences.
6.1. Construct a
6. Identify A. Use formal
formal
different sentences a.Lecture a.Written
sentence
forms of b.Discussion 2 X @ 45 b.Oral test
6.2. Identify A. Determine
expression c.Demonstration Minutes c.Practical
indicators of when it is
in English
informal appropriate to
29
expressions in use informal
English expressions
6.3. Differentiate A. Differentiate
between between
‘open-ended’ open-ended
and ‘closed’ and closed
questions questions.
30
UNIT CODE : I.55HDR00.010.2 / D1.HHK.CL3.01
UNIT TITLE : Provide Housekeeping Service To Guests

TEST
1. Receive 1.1. Accept A. Standard a.Lecture 2 X @ 45 a.written test

housekeeping housekeeping Service Standard b.Discusion Menit b.Oral test
requests requests from B.Types of requests
c.Demontration c.Practical
guests that comply with
the company's
service
standards
1.2.Guests are C. Procedure for

addressed by greeting by
name guest's name
D. Guest Type,
1.3. The details of E. Procedure for

the request are confirming and
confirmed and recording guest
recorded requests
1.4.Where the F. Damage rate of

request arises goods
because the G. Procedure
goods are Apologies
damaged during because the
room service, an requested item
apology must be is damaged
made.
31
1.5 The timeframe for H. The procedure
fulfilling the for delivering
request is and placing the
approved by the requested
guest goods in
accordance with
the specified
time
1.6 The requested

items are
placed
immediately
and delivered
immediately in
agreed period
of time
1.7 Items that are I. Return / pick up

taken back Guest Loan
according to Items, if the
term guest is still
agreed time registered
1.8 Supplies arranged J. Arrangement of

for guests when goods for guest
needed needs .
2. Advise guests 2.1 Guests are K. Explanation

housekeeping politely advised to guests
equipment about correct use about the use
of equipment. of equipment
.
2.2 Damage is L. Damage reporting

reported procedure
immediately in goods and
accordance alternative
with company substitute
procedures
32
2.3 Collection time to M. Timing for return
be agreed . of goods
33
UNIT CODE : I.55HDR00.011.2/ D1.HHK.CL3.02
UNIT TITLE : Clean Public Areas, Facilities and Equipment

TEST
1. Select and 1.1 Equipment is A. Selection of a. Lecture 2 X @ 45 a. Written

organize selected cleaning b. Discussion Menit test
equipment according to equipment and b. Oral test
c. Demontration
the type of cleaning materials
c. Pratical
cleaning
performed
1.2 All equipment B. Check the

checked and condition of
security working cleaning
condition before equipment and
use. cleaning
materials
1.3 Cleaning tools C. Knowledge of

and cleaning
chemicals chemicals
Which suitable
selected and
prepared in
accordance with
the
manufacturer's
requirements
and
occupational
health and
safety
1.4.When D. Procedure for

necessary, wearing
protective protective
clothing is clothing
selected
and used.
34
2. Clean dry and wet 2.1 The area to be E. Identify work area a.Lecture 2 X @ 45 a. Written
areas cleaned is b. Discussion Menit test
Membersihkan prepared and b. Oral test
c. Demontration
clear of hazards.
c. Pratical
2.2.Where
appropriate, work
areas are marked
for reduce risks
to colleagues and
customers.
2.3 Correct F. Cleaning Schedule

chemicals G. Application
are selected Technique
for the area Cleaning
certain and used in
accordance with the
procedure safety.
2.4 Equipment is used

properly.
2.5 Garbage and H. Procedures for

chemical residues sorting and
are disposed of disposing of
in accordance waste and
with the chemical
environmental residues
requirements
safe and healthy
3. Maintain and store 3.1 Equipment is I. Cleaning,

cleaning equipment cleaned after proper maintenance and
and chemicals use with the reporting of faulty
manufacturer's cleaning tools
instructions
35
3.2 Care Routine held
in accordance with
the company
procedures.
3.3 Errors are

correctly
identified and
reported in
accordance with
company
procedures.
3.4 Equipment is J. Procedures for

stored in storing cleaning
designated chemicals and
areas and in a equipment
condition ready
for reuse.
3.5 Chemicals stored

in accordance with
the health and
safety requirements
36
UNIT CODE : I.55HDR00.243.2 / D1.HSS.CL4.09
UNIT TITLE : Provide a Lost and Found Facility
1.1. Name
A. The Lost and
properties
Found facility
that may
B. Properties with
have a lost
Lost and Found
and found
facility
facility
1.2. Identify
appropriate
A. Location of Lost
location for
and Found facility
lost and
found facility
A. Location of Lost
and Found
1.3. Develop in-
policies and
house lost
procedures
and found
B. Possible Lost
policies and
1. Establish and Found
procedures a.Lecture a.Written
lost and policies and
found procedures
c.Demonstration Minutes c.Practical
facility 1.4. Identify the
legal
requirements A. National laws
that apply to B. Duty of Care
lost and
found items
1.5. Communicate A. Advising
the location guests/customers
and function B. Obtaining
of the lost updated Lost and
and found Found
facility to information
guests and C. Communication
staff skills
1.6. Establish lost
A. The Lost and
and found
Found Register
register
37
B. Sample Lost and
Found Register
2.1. Check items
for safety and A. Checking items
legality and B. Dangerous,
take suspicious or
appropriate illegal items
action
A. Recording
required
information for a
2.2. Record found
‘found’ item
items in lost
B. Identifying finder
and found
C. Identifying
register
location
D. Identifying date
and time
A. Interpersonal
2.3. Record items
2. Deal with skills
reported lost a.Lecture a.Written
lost and B. Identifying 2 X @ 45
in lost and b.Discussion b.Oral test
found person who lost
found register c.Demonstration c.Practical
items the item Minutes
2.4. Tag the
A. Tagging the item
found item
2.5. Store the
A. Storing options
found item
B. Storing items
appropriately
A. Need to be
2.6. Notify owner, sensitive
if known B. Notifying known
owners
2.7. Notify internal
establishment
staff to A. Relevant staff
facilitate B. Communication
return of options
found item to
owner
A. Receiving a claim
3.1. Assist for lost property
claimant to B. Activities to
identify lost assist claimant
property identify lost
3. Deal with property a.Lecture a.Written
claims for 3.2. Verify A. Points to b.Discussion 2 X @ 45 b.Oral test
lost items ownership of remember c.Demonstration Minutes c.Practical
property B. Ways to verify
claimed ownership
3.3. Obtain
A. Owner
identification
identification
from owner
38
3.4. Complete lost A. Completing the
and found Lost and Found
register Register
3.5. Assist
claimants
who contact
the A. Activities in
establishment assisting remote
from another people to claim a
country, or lost item
distant area,
to claim lost
items
4.1. Comply with
A. Holding times
establishment
B. Disposal of items
policies
4.2. Comply with
A. Bailment
legal
B. The lesson
obligations
4.3. Remove
4. Deal with a.Lecture a.Written
items from
unclaimed b.Discussion 2 X @ 45 b.Oral test
storage and
items c.Demonstration Minutes c.Practical
complete lost A. Frequency of
and found action
register to B. Activities
record involved
movement
and disposal
of items
39
UNIT CODE : I.55HDR00.243.2 / D1.HSS.CL4.09
UNIT TITLE : Clean and Maintain industrial Work Area and Equipment
1. Identify cleaning 1.1 Identify work A. Selection of a.Lecture 2 X @ 45 a.Written test

and maintenance areas to be cleaning b.Discussion Menit b.Oral test
requirements cleaned and equipment c.Demontration c.Practical
maintained and
. cleaning
materials
1.2 Identify work B. Check the
equipment to be condition of
cleaned and cleaning
maintained equipment and
cleaning
materials
1.3 Identify and locate C. Knowledge of

instructions in cleaning
relation to cleaning chemicals
and maintenance
2. Clean industrial 2.1 Assess area to be E. Identify work

work areas cleaned area
.
2.2 Select
appropriate
cleaning
equipment and
chemicals
2.3 Select the F. Cleaning
protective clothing Schedule
and equipment to Application
be used
Technique
Cleaning
2.4 Prepare the area
40
2.5 Undertake the H. Dispose of
selected cleaning waste
process
3. Clean industrial 3.1 Assess suitability of I. Cleaning, a.Ceramah

work equipment equipment. maintenance and b.Diskusi
reporting of faulty
c.Demontrasi
cleaning tools
3.2 Select appropriate

cleaning equipment
and chemicals
3.3 Select the

protective clothing
and equipment to
be used
3.4 Prepare equipment J. Procedures for

for cleaning storing
cleaning
chemicals and
equipment
3.5 Clean equipment as
identified
41
C. Module Description
1.WORK EFFECTIVELY WITH CUSTOMER AND COLLEAGUES
The following is an attachment to the module used to facilitate the learning process of
Housekeeping – Public Area Cleaner, which consists of thirteen (13) Competency Units
containing nine (9) general competency units and four (4) core competency units,that is :
The availability of this module is expected to assist the organizers, instructors and trainees
in implementing competency-based training. Module development, material delivery
strategies and empowerment of training resources are highly expected and must be
considered by the organizers and instructors in order to meet the requirements of the
existing competency units and the participants achieve the expected competencies.
UNIT DESCRIPTION:
This unit deals with the interpersonal skills, Collaborating with colleagues and
customers that are needed by everyone working in the tourism and hospitality
industry.
This unit applies to everyone who works in the hospitality sector, especially the
Housekeeping Department.
Unit Code : D1.HOT.CL1.01
Training Time Allocation : 6 Hours of Learning
Element 1: Communicating at work
Performance Criteria:
1.1 Communication with guests and colleagues is carried out in an open,

professional, friendly and courteous manner;
1.2 Use appropriate language and tone;
42
1.3 The effects of personal body language are considered;
1.4 Sensitivity to cultural and social differences is demonstrated;
1.5 Active listening and asking questions are used to ensure effective two-way
communication;
1.6 Existing and potential conflicts are identified and solutions sought with
assistance from colleagues when needed.
Element 2: Providing assistance to internal and external guests
2.1 The needs and expectations of guests, including those with specific needs are
correctly identified and appropriate production and services provided;
2.2 Communicate in a friendly and courteous manner while serving guests;
2.3 All acceptable customer needs and requests are met within acceptable
company timeframes;
2.4 Opportunities to improve service quality are identified and taken where possible;
2.5 Disappointed customers are quickly recognized and take action to solve the
problem according to the level of individual responsibility and company
procedures;
2.6 Customer complaints are handled in a positive, sensitive and courteous manner;
2.7 Complaints are referred to the appropriate person for follow-up according to
the level of individual responsibility.
43
Element 3: Maintain personal presentation standards
3.1 Work location;
3.2 Hygiene, health and safety issues;
3.3 Specific presentation requirements for specific work functions;
3.4 Appropriate personal hygiene care;
3.5 Appropriate attire
Element 1: Communicating at work
Communicating is the delivery of two-way messages, so in conveying messages to others

correctly so that what is conveyed is easy to be accepted by others with the right target.
As at work, you can greet guests, interact with staff/colleagues and answer the phone.
1.1 Communication with guests and colleagues is carried out in an open,

professional, friendly and courteous manner.
Communication is intended to convey a message to whom and the attitude of

communicating plays an important role in the hope that the message can be received
clearly.
1.1.1 Definition of Communication
Communication is a process of interpreting communication socially, the intention

conveyed is that communication always involves humans and interactions. That is,
communication involves 2 (two) people, the sender and the receiver. Both play an
important role in the communication process.
1.1.2 Process and basic principles of Communication
The process of communication is to obtain the same meaning among people involved
in the process of communication between humans.
44
The message is the information that will be conveyed or expressed by the message.
Messages can be verbal or non-verbal and messages will be effective if they are well
organized and clear.
a. Message material can be:
1) Information
2) Invite
3) Work plan
4) Questions and so on
b. There are 2 (two) parts of the Communication Model, namely:
1) The model of interpersonal communication is known as a linear (one-way) model
2) Interaction communication model (feedback)\Transactional communication

model includes understanding attitudes, beliefs, self-concept, values and
communication skills
c. Basic Principles of Communication
The principles of communication as well as the function and definition of communication

have various descriptions according to the concepts developed.
1) Explaining the Basic Principles of Communication
The basic principle of communication is that communication occurs in the context of

space and time. Communication messages sent by the communicant both verbally and
non-verbally are adjusted to the place, where the communication process takes place,
to whom the message is sent and when the communication takes place.
2) Explain what is expected from the results of the communication
a) Communication is dynamic
b) The stages of the communication process are useful for analysis
c) The communication process can be stopped at any time
45
d) Communication messages do not have to be received
e) The act of communication is an indication of communication.
1.1.3 Types of Communication Messages
Types of Communication Messages based on 2 (two) things, namely:
a. Live Communication
1) Verbal communication
b. Indirect Communication
1) Written communication in the form of pictures, photos, tables, lists,

manuscripts, letters, etc.
c. Principles of communicating with guests and colleagues The principles of

communication are as follows:
1) Facial expressions when speaking
Try to always look at the other person when speaking.
2) Speak well
Good speaking is necessary in working with customers because:
a) Speaking is a tool to communicate;
b) The way of speaking is a person's personal mirror; and
c) By speaking we can influence other people.
3) In speaking, use body movements (body language) to help express what

you want to convey.
d. Speak clearly
Adjust the volume according to the conditions of time, place, and the point of the
conversation. Don't be too fast or slow in speaking. The tone of voice should be
polite and friendly.
46
1.2 Use appropriate language and tone
Language can help humans to have the ability to understand in communicating.
1.2.1 Definition and types of Verbal and Non Verbal communication
One form of communication that is commonly used to convey messages to other
parties both in writing and orally. This form of verbal communication has an orderly and
well-organized structure, so that the purpose of delivering messages can be achieved
properly.
Definition of Non-Verbal Communication
The most basic form of communication in communication is non-verbal communication,

which uses body movements, body language, etc. as a means of communicating with
others. The following are some examples of behaviors that show non-verbal
communication:
a. Frowning your forehead to show you are thinking
b. Standing idly by shows someone is daydreaming
c. Looking away shows someone is not happy with other people
d. Shaking your head indicates rejection or truth
e. Open palms show an attitude of honesty
f. Hands clenched showing a passionate attitude
g. Nodding your head shows an attitude of agreeing or okay
Types of Verbal and Non-Verbal Communication
The message conveyed by the sender to the recipient can be packaged verbally with words
or nonverbally without words.
47
a. Types of verbal communication
1) Language, in verbal communication, the language used is verbal language, whether

spoken, written on paper or in this era of electronic language development.
Verbal language is constantly being developed and adapted to meet the needs of the
times in which people live. So, language is dynamic
b. Types of non-verbal communication can take the form of:
1) Body language (gestures) in the form of facial expressions, head movements, hand
movements, body movements express various feelings, hearts, thoughts, desires
and attitudes of people.
2) Signs replace words, for example flags, traffic signs
cross, etc
3) Actions / actions are not specifically intended to replace words but convey
meaning. For example, closing the door hard, pounding the table hard, pressing
the car gas hard. All of that has its own meaning.
4) Objects as a form of nonverbal communication also do not replace words, but can
convey certain meanings. For example clothes, make-up accessories, houses,
home furnishings, possessions, gifts and vehicles.
c. Use of Language and Tone in communicating
Communication should be clear, concise and specific. There must be an effective use
of body language
1) The use of language, namely how to transfer the right language in a certain rhythm
2) Intonation, namely the tone of voice in pronouncing words, the tone to describe
emotions.
In verbal communication, for example by telephone, it is necessary to know how

to use the telephone properly and politely. Aspects of intonation that describe
emotions are indicated by the quality of the voice.
1.3.1 Definition and forms of Body Language
48
Body language is a type of non-verbal communication. Body language can contradict what
is said. For example, when it comes to being polite with someone you don't like, maybe a
person can verbally use the right words, but the body rebels in various ways.
For example, shaking hands briefly, or trying to avoid his eyes. In this case body language
is opposite to speech language so that two different signs are formed.
Forms of Body Language
In its use, body language is often used as a sign of false messages for certain purposes.
This can be avoided by knowing the types of body language that exist. There are three
general forms and types of body language according to Beliak and Baker (1981), namely
a. Eye contact
Eye contact refers to a state of direct vision between people while speaking. Through
eye contact, one can tell another person a message so that people will pay attention to
it word by word through gaze. For example, a sad, anxious, afraid, moved view can color
our psychological background.
b. Facial expressions
Facial expressions include the influence of facial expressions used to communicate

emotionally or react to a message. Everyone's face always expresses his heart and
feelings. Face is like a mirror of thoughts and feelings. Through the face of people can
also read the meaning of a message.
c. Gesture
Gestures are one of the most direct and most obvious body language cues. Waving,
pointing, and using the finger to indicate the number of numbers are all very common
and easy to understand their meaning.
d. How to know Body Language
Body language in conversation has an important role in building one's trust and building
a good relationship with others, but to achieve this requires expertise in using and
interpreting body language. To be able to know body language well the following:
1) One should be wary of false non-verbal cues,
49
2) Maintain a reasonable distance,
3) Using the right touch with the other person,
4) Respect status with eye contact
5) Using a handshake that is in accordance with the personality and purpose of the
communication carried out.
1.4 Sensitivity to cultural and social differences is demonstrated
The form of communication carried out between 2 (two) or more people, each of whom
has a different culture due to geographical differences in where they live.
Communication can occur at different levels based on:
a. Nation
b. Language
c. Religion
d. Culture
e. Social status
f. Gender
g. Age
1.4.1 Establishing relationships with other people from different cultural backgrounds
Differences in cultural attitudes in communicating are determined by the place

where the words are spoken. The following is an example of cultural differences
in written communication of Americans, Japanese and Arabs quoted from Alo
Liliweri (2002:98)
50
1.5 Active listening and asking questions are used to ensure effective two-way
communication
Effective listening is not just listening but listening with concentration and followed by
an effort to understand the message or information heard.
1.5.1 Identify the importance of listening in effective two-way communication
In our daily work, we listen to people's conversations like listening to leaders,

subordinates, customers, partners, salespeople and vice versa. Listening is a
two-way communication process. The factors that can identify the importance
of listening in effective two-way communication are:
a. Communication Time
This time factor alone is enough to be the basis for an examination of the
effectiveness of one's listening.
b. Clearing the view about listening
By clearing the view or focus in two-way communication, it is necessary to

improve listening by being active in practice and learning directly the process
of positive listening
c. Listen positively
Positive listening refers to the view of listening as an effective tool in a job
d. Evaluation of listening attitude
1) Do we encourage others to take part in the conversation? Yes No
2) Do we stare at the other person, when he or she is talking to us?
Yes No
e. Elements of effective listening
1) Source
2) Communicator
51
3) Order
4) Media
5) Effect
6) Factors to consider in the communication process
Source
The source is the basis used in delivering the message and is used in order to
strengthen the message itself. Sources can be people, institutions, books,
documents and the like. Communicator
There are several things that must be considered, namely:
a) Appearance
Especially in face-to-face communication or using visual media with audio-

visual, a communicator must adapt to the environment and the communicant.
This appearance is in accordance with etiquette by taking into account the
circumstances, time and place.
b) Problem mastery
Someone who appears or is presented as a communicator must really master

the problem. If not, then after the communication process takes place it will
lead to distrust of the communicator and ultimately the message itself which
will hinder the effectiveness of communication.
c) Language mastery
Communicators must master the language well. This language is the

language used and can be understood by the communicant. Mastery of
language will really help explain what messages we want to convey to the
audience.
d) Message
The message is the whole of what is conveyed by the communicator. This

message has a core message that actually becomes a guide in trying to
52
change the attitude and behavior of the communicant. Messages can be
discussed at length in various aspects, but the essence of the message of
communication will always lead to the ultimate goal of communication.
e) Media
Channel is a channel for delivering messages, also known as media.

Communication media can be categorized into two parts, namely general
media and mass media. General media is media that can be used by all forms
of communication, for example radio and so on. Mass media is the media
used for mass communication, for example television.
1.5.2 Types of listeners
a. Not a listener
A listener who pretends to be listening but is not really listening
b. Shallow listener
The listener who only listens to the sound but doesn't try to understand the
message
c. Inattentive listener
Listeners who listen to the voice, understand the message but while doing
other activities on the sidelines of listening such as opening sms, writing,
tidying up a book, or while looking for something
d. Listener with sincerity
A listener who always pays attention and understands the conversation so

that the message sticks in his memory
1.5.3 Effective listening methods
The following are effective listening methods, including:
a. Try to generate interest in the topic being discussed
b. Evaluate the content of the conversation, not the way it is delivered.
53
c. Keeping emotions
d. Hear ideas. Must try to understand the main idea or intent behind the
presentation of the fact.
e. Flexible. When you hear a message, take notes. Recording should not only
use one method but use several methods.
f. Be open. It's best to try to understand other people's opinions without trying
to compare them with your own.
g. Always try to train the mind. Ineffective listeners tend to avoid difficult
topics, when in fact these topics can be used to train our analytical skills.
h. Provide feedback. In communication, feedback is very important. In order

for the feedback given to be useful for the person receiving it, the
information provided must be clear, understandable, well received, and
can provide change for the better.
1.6 Existing and potential conflicts are identified and solutions sought with
assistance from colleagues when needed
In the communication process, it can indeed lead to misunderstandings and create

conflict
1.6.1 Definition, types and techniques of overcoming conflict in Communication
Conflict is a situation where the actions of one party result in obstructing, hindering
or interfering with the actions of the other party in communicating.
Types of Conflict in Communication
There are 3 (three) types of conflict in communication, namely:
a. Task Conflict
b. Interpersonal Conflict
c. Procedural Conflict Identifying conflict with Colleagues
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Conflicts in communication need to be identified, therefore what needs to be
done is as follows:
a. Establish constructive boundaries between what is allowed to be discussed

and what is not.
b. Start a conversation that is useful and acceptable to both parties.
c. Aiming at agreed boundaries
d. Skilled in expressing disagreement without giving the impression of

rejecting the other party's ideas.
e. See conflict from the other person's point of view.
f. Directing decisions to mutual satisfaction (win-win solution)
Conflict Resolution Techniques
For conflict resolution techniques with the following steps:
a. Don't use negative language
b. Replace negative language with positive language that focuses on

concrete solutions, alternatives and options
c. Actively seeking feedback on communication methods
Conflicts in communication need to be identified, therefore what needs to

be done is as follows:
a. Establish constructive boundaries between what is allowed to be

discussed and what is not.
b. Start a conversation that is useful and acceptable to both parties.
c. Aiming at agreed boundaries
d. Skilled in expressing disagreement without giving the impression

of rejecting the other party's ideas.
e. Seeing conflict from the other person's point of view.
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f. Directing decisions to mutual satisfaction (win-win solution)
Conflict Resolution Techniques
For conflict resolution techniques with the following steps:
a. Don't use negative language
b. Replace negative language with positive language that focuses on

concrete solutions, alternatives and options
c. Actively seeking feedback on communication methods
Element 2: Establish and Maintain Effective Relationships with Colleagues and

Customers
Provide assistance for guests who come from internal / from within the company and
external / from outside the company.
2.1.1 Identifying Internal and External Guests
a. Internal Guest
People who are involved in the production of goods or services produced by the
company, such as staff / employees. They all must provide facilities to each other,
both to fellow employees, subordinates and superiors with the aim of supporting
the process of producing goods and or establishing services so that they can
support the continuity of the company in order to realize excellent service to
external guests.
b. External Guest
People who are able to realize their needs and desires into real purchases to the
company. For Example: Hotel Guests, Exhibitors, Congressional Delegates, etc
2.1.2 Identifying Internal Guest Needs
The needs of internal guests include:
a. Togetherness and cooperation
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Staff in a company actually want a peaceful working atmosphere and
environment, so that a sense of togetherness creates a good climate for
cooperation and the continuity of a company.
b. Efficient work structures, systems and procedures
Staff in a company expect an organizational structure, systems and procedures

that are clear and easy to implement. This is necessary to support work efficiency
so that it can direct the potential that exists in staff optimally.
c. Work quality
Staff want adequate facilities to be able to achieve good work quality as

expected so that the smooth production of goods or services can be
guaranteed. Such as holding training, education and instruction that can
provide knowledge, skills and experience.
d. Work relationship
The staff greatly influences the existence of harmonious working relationships,

clarity of work linkages, clarity of schemes and time of work relay in terms of
work that must be completed in stages so that work can be completed easily
and on time according to existing standards.
e. Rewards
Performance rewards, either in the form of salaries or wages and other

additional incentives in the form of bonuses, are rewards for work performance
for people who work for a company.
2.1.3 Identifying External Guest Needs
When a guest comes, immediately pay attention to him. Then listen to what he has
to say, so you know what he wants. There are three ways what guests want when
they come, namely:
a. Doing retelling
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Retell what the guest said to ensure that we really understand and are clear what
the guest said or asked. If you misinterpret what a guest means, the guest will
correct you immediately. In this case we don't need.
b. Controlling feelings
In general, guests cannot express heavy feelings. But there are times when a
guest can throw his anger spontaneously at us, because of something he feels
dissatisfied with.
In such cases it is possible for guests to express their feelings with emotional
words. In handling cases like this the key is how we can understand what the
guests really want. Once we can understand what he is asking, then we can
easily trace his feelings and follow up what we should do.
c. Praise and support
Everyone loves to be praised, including ourselves. Try to feel it, if someone

compliments you that your work is very professional and pleasing to guests,
then you must have a sense of pride, as if you got something that is priceless.
2.2 Communicate in a friendly and courteous manner while serving guests.
2.2.1 Identifying the Communication Process with guests
The steps in the communication process with guests are as follows:
a. Serve
b. Inform
c. Explain
d. Offer
e. Greeting
f. Apologize
With service in communicating with guests contains elements including:
a. Fast service or on time
b. Friendly attitude
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c. Neat appearance
d. Polite language
2.2.2 What is the attitude of service to guests
The service attitudes towards guests that must be considered include:
a. Guests should be greeted warmly, politely, sincerely and wholeheartedly.
b. When receiving guests, you should want to get up from your seat and stand up
as a sign of respect for guests
c. After the guest is in front of us, we say hello and welcome while shaking hands
d. Avoid words that sound arrogant or even belittle guests during communication
e. Avoid arguing or arguing with guests as this is one of the main sources of guest
disappointment
f. Listen to guest expressions sincerely and sympathetically, both with verbal

words and non-verbal expressions such as a nod or a look in the eye
g. While talking to guests, we should not behave or behave in a know-it-all

manner by interrupting or cutting off what the guest is saying and saying
h. No need to be defensive and unpleasant when receiving guests who complain

about service
2.3 All acceptable customer needs and requests are met within acceptable company
timeframes
2.3.1 Understanding Customers
2.3.2 Identifying customer needs within the time limit
Based on the time, needs are divided into current needs, urgent needs, and future
needs.
a. Need Now
These needs are needs that must be met now or cannot be postponed, for example
basic needs (food when hungry) and health (medicine for the sick).
b. Urgent needs
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It is a very critical (sudden) need and is incidental in nature. For example,
assistance to communities affected by natural disasters or disasters, the need for
health consultations or lawyers.
c. Future Needs
This need is more directed at preparations to deal with future needs, both short
term and long term. Although it can be postponed, this need is an important thing,
because by fulfilling this need, humans will have guarantees for their lives in the
future. For example, saving in the bank, insurance, and old age savings for people
who will retire.
2.4 Opportunities to improve service quality are identified and taken where possible
2.4.1 Definition of service quality (service excellent)
a. Quality service (service excellent) is to make customers feel important
b. Quality service (service excellent) is to serve customers by prioritizing

customer satisfaction
c. Quality service (service excellent) is to serve customers in a friendly, fast

and precise manner
d. Quality service (service excellent) is placing customers as partners
e. Quality service (service excellent) is optimal service that results in customer

satisfaction
f. Quality service (service excellent) is an integrated service for customer

satisfaction
2.4.2 Provide input to improve Service Quality according to time limit
Based on the speed of service, the minimum time must be the same as the
standard time determined by the Company. By being able to provide input like
the following:
a. Surveys are usually carried out after customers have enjoyed the service (eg
after dinner or when they are getting ready to leave the event venue). It may
also be necessary to conduct a survey about transaction completion, such as
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billing after meals, the readiness of the committee to welcome
guests/delegates.
2.5 Disappointed customers are quickly recognized and take action to solve the
problem according to the level of individual responsibility and company
procedures.
2.5.1 Identifying customer body language regarding disappointment
As has been described in nonverbal communication, that body language is a

visual nonverbal message that can be seen from the customer and will be able
to know about the disappointment he faces.
a. Faces communicate judgments with happy and unhappy expressions that

indicate whether the communicator views the object of research as good or
bad
b. The face communicates interest or disinterest in other people, in the

environment or in the services provided.
c. Face communicates presence or lack of understanding
2.6 Customer complaints are handled positively, sensitively and politely
2.6.1 Definition, types and techniques in handling complaints
In terms of handling complaints, according to Theo Mitchelson (2000): If something

goes wrong, customers do not want to communicate with customers
"organization" or computer. They want to talk to someone who is real, alive and
sensitive. A responsible person who is willing to listen and help to achieve customer
satisfaction.
a. Definition of Complaint
Complaints are an extraordinary opportunity to strengthen customer loyalty. If all

goes well, most customers don't think about how good the service really is.
b. Know the types of Complaints
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Customer complaints are always there in the industry / company. There are several
things to know about the types of complaints, namely:
1) Satisfied with Service
2) Not satisfied with the service then submit a complaint
3) Not satisfied with the service but did not submit a complaint
c. Attitude in handling complaints
Customer complaints generally arise when the customer does not get the service he
feels he deserves. Therefore, to handle complaints against customers, you should do
the following:
1) Listening attentively
This will reduce anger and show our concern for customers. By saying something
like this to the customer “Sorry to bother you” and “Tell me what happened so I
can help you”. The important thing is to show interest and willingness to help. The
customer's first impression of us is the most decisive factor for getting
cooperation.
2) Emphasize and repeat what the customer has told us. Every Whenever we hear
something important, say (example) “Let me make it clear that the delivery
service for exhibits is delayed.
Is not it? Let me take note of this matter”
3) Investigate what the customer wants.
The customer complains because he is facing a problem and wants the problem
to be resolved quickly. Find out what solution he wants.
4) Propose a solution and ask for support
If we already know what the customer wants, of course there must be a solution.
For example “I am ready to accept the item back and replace your money in full or
replace it with another item. Can you accept this?” If it is acceptable, act
immediately.
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5) If the customer does not agree with our proposed solution, ask him what kind of
settlement he feels is fair.
6) If in our opinion, the customer's request is reasonable enough and we are

authorized to handle it., do it right away. If we do not have the authority to grant
a customer request, please contact the authorized person and ask for approval
at a moment's notice
7) Make a telephone communication or use email to ensure that the customer is

indeed satisfied. If possible, contact the customer again at a later date to ensure
that he is satisfied with the services we provide.
2.7 Complaints are referred to the appropriate person for follow-up according to the
level of individual responsibility
2.7.1 Know the work procedures for follow-up complaints according to company
procedures.
a. Hospitality, Attention and Courtesy
Increase friendliness, attention and courtesy in serving customers with

pleasure, not curt, full of sincerity and most importantly not discriminating in
serving them.
b. Our ability to communicate with customers
Our ability to communicate effectively with customers is important, because

customers can convey their needs well, so that they can meet customer
wants and needs
c. Appearance
Our appearance is one of the important considerations in the quality of

service provided to customers. With a neat and clean appearance, customers
will get good and satisfying service
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Element 3: Maintaining Personal Presentation Standards
A person's appearance, starting from how to dress to speech and manners
3.1 Work location
3.1.1 Identifying types of work locations
Broadly speaking, the types of work locations are divided into two, namely:
a. Physical Work Environment
The physical work environment is all physical conditions that exist around the
workplace that can affect employees either directly or indirectly. The physical work
environment can be divided into two categories, namely:
1) Work environment that is directly related to employees such as work centers, chairs,
tables, and so on.
2) The intermediary environment or the general environment can also be called the
work environment that affects the human condition for example temperature,
humidity, air circulation, lighting, noise, mechanical vibration, unpleasant odors,
colors and others.
b. Non-Physical Work Environment
The non-physical work environment is all conditions that occur related to work
relationships, both relationships with superiors, as well as relationships with fellow
co-workers or relationships with subordinates.
3.2 Hygiene, health and safety issues
3.2.1 Correctly identify health, safety and security procedures
Very important occupational health, safety and security procedures include:
a. Availability of PPE (Personal Protective Equipment) in the workplace
b. There is a manual for the use of tools and/or danger signals
c. There are rules for the division of duties and responsibilities
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d. Support for physical and mental health in the workplace
e. There are complete facilities and infrastructure in the workplace
f. Awareness exists in maintaining occupational safety and health Identifying

emergency situations recognized and taking appropriate action to be carried
out by those in charge
a. Proper education and training for all workers
b. Provision of protective equipment and clothing for workers
c. Establishment of an effective health program
d. Written procedures describing safe work methods
e. Maintain work equipment
f. Controlling work equipment on a regular basis
g. Employing janitors to always keep the company's environment clean
h. Provide adequate facilities
i. Conduct assessment and follow-up on the implementation of work safety

Identify handling emergencies and anticipate
a. Perform first aid measures (first aid in an accident)
b. Report incidents that occur to the designated person in charge
c. Give greater medical attention to accidents and emergencies or to

occupational safety and health as soon as possible
3.3 Specific presentation requirements for specific work functions
3.3.1 Identifying personal appearance based on work function One of the efforts to
maintain personal appearance standards is by maintaining personal
appearance, which is related to excellent appearance, personality, etiquette,
and communicative speech. a. Excellent Appearance
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Personal appearance aims to:
1) Showing self-image
2) Attitude of respect for others
3) Appropriateness of appearance when interacting with other people
b. Personality is the nature / habit that is attached to a person.
3.4 Proper personnel hygiene care
3.4.1 Standards of Personal Appearance
a. Maintain personal hygiene, the environment, and the company
b. Personal Hygiene, the meaning of the word personal is personal or individual
c. The meaning of the word hygiene is healthy or clean. So personal hygiene is

personal or individual health
d. A healthy and clean person relates to the following matters: e. Hair
f. Advance
g. BodyHand
h. Foot. Good physical health needs to be supported by good mental health as

well.
i. Mental health is a person's ability to adapt to various developmental demands

according to his abilities, both internal and external demands, such as
adjusting to the home, school, community or work environment (company)
Ways to have good mental health
a. Be sporty
b. Have confidence
c. Have passion or motivation
d. Be calm (not emotional)
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e. Can build good communication
f. Be open
g. Think positively
h. Caring for the environment
A Healthy Work Environment is a well-maintained work

environment/company/institution/institution that creates a comfortable working
atmosphere for employees. Some things that support a healthy work environment:
a. Well-maintained and organized work desk
b. Dust-free equipment
c. Neat and clean work equipment
d. Clean, comfortable workspace.
3.5 Appropriate attire
Personal hygiene and health are important meaning that our appearance must
convince guests/colleagues/customers
3.5.1 How to look presentable by paying attention to health The things that need to
be considered to maintain personal hygiene and tidiness are as follows:
a. Bath
Bathing or cleaning yourself is a must. By bathing, the body will be clean from
dirt, sweat and odors that stick to our bodies.
b. Caring for hands and feet
Cleanliness of the feet and hands is important because each of our services must
use both. Feet are the focus; Feet can be tired and sweaty when wearing shoes.
Foot care and wearing the right shoes will keep your feet from getting tired and
smelly. Hand care is equally important. Hands, fingers and nails must be kept
clean at all times. Nails should not be left long to avoid dirt that is between the
nails and the skin of the fingers.
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c. Taking care of your mouth and teeth
Oral and dental hygiene is related to our appearance. When our mouth and teeth
are clean, well groomed and healthy. We become less awkward when dealing
with guests. A friendly impression and a natural smile can also be seen from a
clean mouth and teeth.
d. Hair neatness
Hair must be neat at all times. Hair must be treated by shaving, shampooing and
combing. Hair neatness greatly affects our appearance in front of
guests/colleagues/customers
e. Cosmetics and Jewelry
The use of cosmetics and jewelry is needed to support the appearance to make
it look neat, attractive and elegant. The thing to remember is that the use of
cosmetics and jewelry should not be excessive and flashy
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2. WORK IN A SOCIALLY DIVERSE ENVIRONMENT
UNIT DESCRIPTION
This unit deals with the cultural awareness needed by everyone working in the tourism
industry. This module covers the cultural awareness needed to serve customers and work
with colleagues from different backgrounds.
Housekeeping Department
Training Time Allocation : 4 Learning Hours
Element 1: Work in a Socially Diverse environment
1.1 Customers and colleagues from all cultural groups are valued and treated with
respect and sensitivity;
1.2 Oral and non-verbal communication takes into account cultural differences;
1.3 Where there is a language barrier, efforts are made to communicate by sign language
or simple words in the person's language;
1.4 Assistance from colleagues, reference books or outside organizations is obtained

when needed.
Element 2: Dealing with Intercultural Misunderstandings
2.1 Matters that may give rise to misunderstandings in the workplace should be
identified;
2.2 Difficulties are referred to the appropriate person and assistance is sought from the
team leader;
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2.3 Cultural differences are taken into account, when difficulties and misunderstandings
occur
2.4 Efforts are made to resolve the problem of misunderstanding, with cultural
considerations;
2.5 Issues and issues are raised to the appropriate team leader/supervisor for follow-up.
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Element 1: Communication with customers and colleagues from diverse
backgrounds
1.1. Customers and colleagues from all cultural groups are valued and treated with
respect and sensitivity.
1.1.1 Understanding Customers and Colleagues
The definition of a customer in the Big Indonesian Dictionary (KBBI) means a

person who buys (uses, etc.) goods (newspapers, etc.) on a regular basis.
Robert S. Kaplan and David P. Norton (2006) in their book
“Balanced Scorecard”, defines customers in the following words; the customer

is king, the customer is always dynamic, and only the customer can fire us all.
There are three types of customers, namely:
a. Internal Customers
b. Intermediary Customers
c. External Customers
Definition of Colleagues
The word Colleagues in the KBBI is a colleague or coworker. Colleagues

come from an English loan word, namely colleague which has the meaning; a
person with whom one works in a profession or business (in the Oxford
Advance Learner's Dictionary), or one of a group of people who work together
(in the Cambridge Advance Learner's Dictionary & Thesaurus)
1.1.2 Identify the characteristics of customers (guests/delegates/participants) based

on their cultural background. Lehman, Himstre and Baty (1993) reveal that
culture is a collection of experiences that exist in their own society. Meanwhile,
Boove and Thill (1986) argue that culture is a sharing system of symbols of
beliefs, attitudes, values, expectations, and norms for behavior.
Understanding in recognizing customers, of course, must know the

characteristics of the culture they have, broadly speaking the characteristics of
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the culture divided into two parts, namely the characteristics of western culture
and the characteristics of eastern culture.
Characteristics of western culture is a culture that fosters awareness by

understanding science and philosophy, while eastern culture is defined as an
attitude possessed by a country that greatly determines its adjustment to the
environment.
The two cultural characteristics have differences that can be identified into the
following conditions:
a. We are all equal
b. Equality is demonstrated by eye to eye contact
c. Relax
d. You and I are close friends
e. You are interesting
f. What a great idea! You are original
g. You and I are individuals
h. You and I are independent
i. You and I are very busy
How to treat customers and colleagues well
That which is important in providing the best service must be oriented to the
interests of customers and colleagues so as to enable us to be able to provide
optimal satisfaction. Efforts to provide the best service can be realized:
a. Show off your abilities
b. Attitude
c. Appearance
d. Attention
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e. Action
f. Good responsibility
g. Coordinated
1.2. Oral and non-verbal communication takes into account cultural differences.
1.2.1 Definition of Oral and Non-Oral Communication
Oral communication in daily activities is a communication activity in which the

delivery of written and oral communication messages is carried out. The form of
oral communication has an orderly and well-organized structure, so that the
purpose of delivering the message can be achieved properly.
Definition of Non-Oral Communication
Non-verbal communication is a form of communication that uses body

movements and body language as a tool to communicate with other people.
a. Types of Non-Verbal Communication
Types of non-verbal communication can take the form of:
1) Body Language
2) Sign
3) Action/deed
4) Object
b. Cultural Variations in Non-Oral Communication
In non-verbal communication in cultural variations such as the following:
1) Head nods and shakes
The head is often used as a communication message, there are 2 (two) head
movements, namely:
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a) Vertical movements (up and down [nods head]) to express
agreement, ready or listening
b) Left-right horizontal movement (expressing disagreement,

surprise and changing ideas or ideas during conversation).
2) Hand movement
Touch has a certain meaning. There are 3 (three) levels of how to hold
a) Aspect Functional Professional (Feeling for friends of profession-

function)
b) Social Polite (Manners)
c) Friendship Warmth (Shows friendship)
3) Paralinguistics
Paralinguistics is a non-verbal communication that uses vocal variations and

these variations have different meanings depending on the culture. These vocal
variations can include signs of high or low voice bursts, qualities of pressure
(loud, soft, serious and relaxed) with a certain rhythm.
1.3. Where there is a language barrier, efforts are made to communicate with sign
language or simple words in the person's language.
1.3.1 Definition of Communication Barriers and their types
Communication barriers are anything that interferes with the smooth

communication which hinders the smooth sending and receiving of messages.
Communication is said to be successful only if the receiver understands the
message as intended by the sender.
Based on the nature of the barriers, communication barriers are divided into 2,
namely:
a. Objective Barriers
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Objective barriers are obstacles that occur to the communication process that
are not intentionally made by other parties but are caused by unfavorable
circumstances.
b. Subjective Barriers
Subjective barriers are obstacles that are deliberately made by others as an

effort to oppose.
Types of Barriers and How to Deal with Communication Barriers
According to Robbins (2003), there are four communication barriers that will
affect the quality of our communication, including:
a. Differences in language and perception
Lesikar, et al (1999) illustrate that as a sender, a person chooses details that

seem important to you or what is known as selective perception. Meanwhile,
as a recipient someone will try to adjust the new details into the patterns that
already exist in you, where if there is a discrepancy someone tends to change
the information.
b. Communication disorder
According to Locker (2000), there are two things that are intended as
communication disorders, namely:
1) Emotional disturbances; This causes a person to have difficulty in

compiling messages if they are feeling disappointed, angry or afraid. This
condition makes it difficult for people to be objective in receiving or
sending a message
2) Physical disturbances; These disorders can be in the form of poor

relationships, poor acoustics, poor lighting, health problems, unreadable
writing and other things. These distractions generally don't impede
communication, they just impair the recipient's concentration.
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c. Information overload
In this condition, this information is generally in the form of complex and

controversial material that is received or conveyed by someone
d. Improper filtering
Filtering information is a way of removing or condensing information before

the message is passed on to others. However, if this actually affects the
amount and quality of information being forwarded, it will certainly affect the
expected effective communication.
Some of these communication barriers, of course, need a way to deal with them.
Quible (2003) reveals that there are several ways to minimize communication
barriers that occur, including:
1) Take an audience-centred approach
2) Develop an open communication climate
3) Commitment to communicating ethically
4) Use short and effective message
Forms of Everyday Nonverbal Communication
The most basic form of communication in communication is non-verbal

communication, which uses body movements, body language, etc. as a means
of communicating with others. The following are some examples of behaviors
that demonstrate nonverbal communication:
1) Frown your forehead to show you are thinking
2) Standing idly by shows someone is daydreaming
3) Looking away shows someone is not happy with other people
4) Shaking his head shows an attitude of rejection or truth
5) Open palms show honesty
6) clenched fists show a passionate attitude
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7) Nodding your head shows an attitude of agreeing or okay
1.4 Assistance from colleagues, reference books or outside organizations is

obtained when needed.
1.4.1 Establishing relationships with other people
In establishing relationships with other people, there are several things that we must
understand beforehand. It is about the relationship that we will build. There are two
types of relationships / relationships that exist, namely:
a. Vertical Relationship
A vertical relationship is a relationship that exists vertically from top to bottom or

bottom to top, for example, between superiors and subordinates.
b. Horizontal Relationship
Horizontal relationship is a relationship that exists horizontally, which is related to

the suitability of age, interests and others. For example, the relationship between
co-workers, between students, between colleagues and so on.
In building a relationship, everyone must trust each other. Johnson (1981) reveals
several ways to build this trust, including:
1) Take risks by expressing thoughts, feelings and ideas about the situation
of the other person
2) Respond to the interlocutor's situation with acceptance, support, and

cooperation
3) Reply to all forms of openness given by the other person, by showing

openness to what they have
1.4.2 Communicating effectively
Communication can be seen as just an ordinary thing without paying attention

to the results, but actually how often misunderstandings occur, lead to
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disappointment and so on. Therefore, effective communication is needed
including the following factors:
a. Message
Messages both in the form of words and not words. For communication to
be more effective, a message must contain all the facts that
communicators deem necessary to have the desired impact.
b. Channel
A company provides information to its members through various channels,

including in-person communication, telephone communication, workgroup
meetings, memos and so on. Can also use channels with various new
technologies to provide a means of providing efficient and useful
information.
c. Feedback
In the two-way communication process it is possible and it is hoped that

feedback will encourage the recipient of the message to express thoughts,
ideas, feelings and opinions appear, not only sending messages but also
sending messages
Element 2: Dealing with Intercultural Misunderstandings
2.1. Matters that can give rise to misunderstandings in the workplace must be
identified.
Due to the intercultural relationship, it is possible that problems arise as a result

of the inability of the parties to communicate in certain matters. The factors that
influence the background of misunderstanding in intercultural communication
are:
a. Frustrated for a long time
b. Feeling ostracized
c. Threats from outside
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d. Treated unfairly
2.2. Difficulties are referred to the right people and help is sought from the team
leader.
The difficulties found must of course be communicated, where the

communication process that must be carried out in conveying these difficulties
is as follows:
a. Capturing Information that is a barrier
b. Interpret and understand the obstacles received into a message
c. Send a message to the boss
2.3. Cultural differences are considered, when difficulties and misunderstandings with
cultural considerations.
The development of communication technology causes today's world to be more

closely related. In fact, this condition forms a new concept of human civilization,
which creates a new world communication network that can reduce or cause
misunderstandings in communication. Like the role of the mass media which
gives an indirect effect.
Example:
Negative stereotypes against certain groups on television, are accused of being

the originator of harmful social actions
2.4. Attempts were made to resolve the problem of misunderstanding, with cultural
considerations in mind.
Misunderstandings that arise from intercultural communication on the group

aspect are due to international or regional relations such as culture between
countries, economic missions, the development of the concept of globalization
which has implications for workers between countries who exchange domiciles.
So some efforts must be made to be able to solve the problem of
misunderstanding, as follows:
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a. To reduce conflicts that occur between people/groups due to
misunderstandings/differences in understanding goals
b. Prevent conflict, don't explode
c. Strive for cooperation between people/groups
d. Working on smelting
2.5. Issues and problems are presented to the appropriate team leader/supervisor for
follow-up.
In understanding the problem received, we are not only talking about how the
problem can be conveyed well in terms of how to communicate to convey the
problem. Understanding the problems that arise, of course, we must also
understand who we should talk to, and who can solve these problems. For this
we must be able to understand several things including:
a. Knowing and understanding the organizational structure that exists in

the work environment
b. Understand the main functions of the work carried out
c. Analyzing the magnitude of the problem faced
d. Presenting problems in accordance with the existing and appropriate

organizational structure.
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3. IMPLEMENT OCUPPATIONAL HEALTH AND SAFETY PROCEDURES
Module “Applying Health, Safety and Security Procedures Work” is used in competency-
based training which aims to train skills and improve knowledge and attitudes of
housekeeping/Housekeeping employees in the workplace.
The competency unit module in the Asean Work Competency Standard with the code
D1.HOT.CL1.03 for the tourism sector, the Hospitality Sub-Sector and is a core
competency unit that must be possessed by housekeeping employees.
The availability of this module is expected to assist the organizers, instructors and trainees
in implementing competency-based training. Module development, material delivery
strategies and empowerment of training resources are highly expected and must be
considered by the organizers and instructors in order to meet the requirements of the
existing competency units and the participants achieve the expected competencies.
Instructors are expected to apply their industry knowledge and work experience when
delivering training materials, so as to enrich the training materials contained in this module.
UNIT DESCRIPTION
This unit deals with occupational health, safety and security procedures. This unit deals
with the knowledge, skills and attitudes required in occupational health, safety and security
procedures.
Training Time Allocation: 6 Hours of Learning
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Element 1: Follow workplace procedures and provide feedback on health, safety and
security
1.1 Health, safety and security procedures are properly followed in accordance
with company policy and relevant laws and insurance requirements;
1.2 Violations of health, safety and security procedures are identified and reported
promptly;
1.3 Any suspicious behavior or occurrence is reported immediately to the

designated person.
Element 2: Handling emergency situations
2.1 Potential emergency and emergency situations are immediately recognized

and required actions determined and taken within the scope of individual
responsibility;
2.2 Emergency procedures are properly followed according to company

procedures;
2.3 Seek immediate assistance from colleagues and/or other authorities when
necessary;
2.4 Details of emergency situations are accurately reported in accordance with

company policy.
Element 3: Maintain safe personal presentation standards
3.1 Presentation of personnel considering the workplace environment and health

and safety issues including:
1. Maintain proper personal hygiene / grooming;
2. Appropriate clothing and shoes;
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3. Appropriate practices.
Element 1: Follow procedure the place work and give bait come back about health
, safety and security
1.1 Procedure health , safety and security followed by Correct in accordance with
policy company and related laws _ as well as requirements insurance .
1.1.1 Definition about K3 ( health , safety , security )
a. Occupational Health
Occupational health is something condition health that aims to make the

community worker get degrees health as high as possible physical ,
spiritual , and social , with effort prevention and treatment to disease or
disturbance health caused by work and the environment work nor
disease general . inner health room scope health , safety and security
work no only interpreted as something state free from disease .
According to Constitution Indonesian Health Principles No. 9 of 1960,
CHAPTER I article 2, circumstances healthy interpreted as perfection
state physical , spiritual , and social .
b. Safety Work
Safety work could interpreted as state avoid from danger During To do

job . In other words safety work is wrong _ must factor _ conducted
During work . Not there is no one in the world this is what you want
happening accident . Safety work is very dependent on type , form , and
environment where profession that implemented . Elements support
safety work is as following :
1) Existence elements safety and health work that has been explained
above .
2) Existence awareness in guard safety and health work .
3) Be careful in work
4) Doing Procedure work with notice safety and health work .
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c. Security Work
Security work is elements supporting support _ creation atmosphere safe

work , good _ in the form of material nor immaterial .
Elements support material security , including : as following :
1) Work clothes
2) Helmet
3) Glass eye
4) Sarong hand
5) Shoe
Elements support non - material security is as following :
1) Book instruction use tool
2) Signs and signs danger .
3) Appeals
4) Officer security
Destination Security Work :
1) Protect workers and others on the premises work .
2) Ensure that every source production could worn by safe and efficient .
3) Guarantee the production process walk by safe
With thereby could concluded that Health, safety , and security work is effort
protection for power always work _ in state healthy and safe During work
on the spot work . The place work is room closed or open , move or
fixed , or often entered power work for necessity business and place
presence sources danger .
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1.1.2 Legal Basis for OSH ( health , safety , security )
Application K3 has a number of base law its implementation .
Summary basics law the Among other :
a. Law No. 1 of 1970 concerning Safety Work :
1) The place where conducted profession for something effort .
2) Existence power work that works there . _
3) Existence danger work on the spot it .
b. Permenaker No. 5 of 1996 concerning System OHS Management : Every

company that employs one hundred power work or more and or containing
_ potency the danger posed by the characteristics process or
ingredient production who can result in accident work a
like explosion , fire , pollution environment and disease consequence
work (PAK) .
c. Permenaker No. 4 of 1987 concerning Committee for Occupational Safety

and Health ( P2K3 ) :
1) The place work where businessman or administrator employ 100

people or more .
2) The place work where businessman employ not enough from one
hundred people but use materials , processes and installations that
have risk big will happening explosion , fire , poisoning and pollution
radioactive .
1.2 Offense procedure health , safety and security identified and reported soon .
1.3 Every attitude or suspicious incident _ reported quick to people who have
appointed
1.3.1 Procedure identify and report if occur K3 violation
Before start something profession employee must To do Identification danger

To use knowing potency the risk that will faced in every job . Identification
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danger conducted together supervisor work and Safety Department .
Identification danger use technique that has been raw in accordance with
standard company . All results identification danger must documented with good
and made as guidelines in To do every activity .
Following example identification risk accidents and their prevention :
a. fall :
1) Usage sarong appropriate hands and safety shoes standard
2) Use belt safety
3) Correct use of scaffolding
4) Installation sign / sign
b. Wound :
1) Usage sarong hand ,
2) Shoe
3) Uniform work
c. Transmission disease :
1) Usage glasses
2) Mask
3) Sarong hand
4) Use disinfectant
5) Wash hand
Stage next for develop identification all danger including in every step .
Identification all danger both those produced by the environment and
those associated with procedure work . Ask each other a question
following for every stage :
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a. is there danger strike , will strike or dangerous contact _ with object job
?
b. Can worker hold object with safe ?
c. Can movement push , pull , lift , bend or rotate done _ cause tension ?
d. is there potency slipping or stumble ?
e. is there danger fall down when worker be in place height ?
f. Can worker prevent danger moment contact with source electricity and
contacts break up ?
g. is environment dangerous for safety and health ? is there concentration

of toxic gases , fumes, mists , vapours , dust , heat or radiation ?
h. is there danger explosion ?
Element 2: Handle situation emergency
2.1 Situation potential emergency _ quick recognized and required action _

determined and taken in room scope not quite enough answer individual
.
2.2 Procedure state emergency followed by Correct in accordance with

procedure company .
2.3 Help quick searching for from colleagues and/ or another ruler when
necessary .
2.3.1 Procedure handling situation emergency in accordance specified

standard . _
Following this is a number of procedure handling state company emergency :
a. Every employee must guard safety himself and others
b. Required use tool tool safety work
c. Obey provision about safety work and protection work
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d. If find something dangerous _ safety must fast report to superior
e. outside _ time work employees are banned use tool tools / equipment
owned by company
f. Every worker Required maintain tool tools / equipment owned by

company
Attitude moment knowing situation emergency :
Following is must - have attitude run moment face situation emergency :
a. Fast and responsive face situation emergency
b. Not panic
c. Not shouting that causes others to panic
d. Existence desire for complete problem
e. Calm in face situation emergency Action in face situation emergency

namely :
a. Handle situation emergency in accordance company

procedures
b. Follow message sign sign danger on the spot work
c. Define step in situation emergency in

accordance listen the problem
d. Operate equipment situation on - site emergency _ work
e. Quick researching state emergency and potential state
f. Quick know and research state emergency and potential

state emergency
g. Quick define Action needed _ for do it in skeleton not quite

enough answer
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h. implementation action emergency follow procedures that is
in the company
i. Quick search help data colleague colleague or the

authorities
j. Report incident can by oral nor written step by step handling

situation emergency :
a. Handle threat bomb :
1) Make sure when suspicious item still on location
2) Tell other workers to stay away and leave from suspicious

place
3) Quick contact boss / leader for inform
4) Secure document document important
b. Accident on the spot work :
1) Bring space health and safety work
2) Give help first
3) Reporting to superiors / leaders
4) Contacting / bringing to the officer health closest
c. Danger fire :
1) Contact the operator about location happening point fire
3) Follow procedure the fire that has determined company
d. Leakage gases:
1) Quick use clothes protector available breathing _
2) Quick report to operator
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4) If leak already expand follow procedure companies that have

set
e. stung electricity :
1) Quick turn off Genre electricity
2) Wear dry rubber sandals so you don't stung electricity
3) Separate people with sticking thing _ from current the
4) If the victim is still life give water drink _ enough as help first
5) Bring the victim to service health local .
2.4 Details situation emergency by accurate reported in accordance with policy

company .
2.4.1 Procedure making report situation emergency
a. Report accident
Following is step step making report situation emergency :
1) Fill in book report accident (Accident Book) according to standard

company
2) Report incident accident to the supervisor or manager
b. Must - have details written
Required data written Among other :
1) What happened , when, and what time
2) Action taken in connection with accident the
3) name name witness and address they
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Well minor and major accidents must be written in the accident book. Then very serious
accident need reported to party authorities . work this usually done by managers
Element 3: Guard standard presentation safe individual
3.1 Presentation personnel considering environment the place workand issue issue health
and safety which includes :
a. Guard cleanliness appropriate personnel / grooming
b. Appropriate clothes and shoes
c. Appropriate practices
3.1.1 Knowledge about standard appropriate appearance _ with K3 On time doing work
our body must truly protected from possibility happening accident . For protect
self from the risk posed consequence accident , then our body need use tools _
protector when doing something job . Following this will outlined a number of tool
ordinary protector _ worn in To do profession electricity and electronics .
a. Clothes work
Selection and use clothes work conducted based on provision following .
1) Usage clothes consider possible danger _ experienced
2) Clothes loose , torn , tie and watch no can used near _ part machine
3) If activity production relate with danger explosion / fire so must use

clothes made _ from celluloid / anti fire
4) sleeves _ short more good than sleeves _ long .
5) Sharps or pointed no can brought in pouch .
6 ) Relevant workforce direct with dust , no can use clothes pocket or have fold
b. Footwear
For guard foot health , we require :
1) Shoes that fit and are comfortable in accordance with type profession
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2) Toenails always cut short
3) Change socks / stockings every day
c. Standard Appearance Hair
Following is standard must look _ followed :
1) Hairy woman long must tie her hair with neat
2) Man no allowed hairy long
3) Guard health hair
4) Use oil hair that doesn't smells sting
d. Personal Hygiene
take care cleanliness and freshness body with follow step step following :
1) shower every day by regular
2) Use fragrance and antiperspirant _ _ smells sting
3) Take note cleanliness hand with washing hand before and after activity
4) Nails must always clean and cut short
5) Not use nail polish
6) Use cream hand
7) Brush tooth by regular
8) Guard cleanliness nose and ears
9) Shave the mustache or beard
e. How to protect self from disease
Avoid contact direct with blood or fluid other bodies left on the surface of the
bathroom (wash basin, toilet bowl , urinal , rubbish etc. ). Fluid body the possible
carry viruses, bacteria and other types of Other potential microorganisms
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transmit AIDS, Hepatitis and other disorders other health . Following is step step
prevention transmission disease :
1) Protect wound with cover that doesn't translucent
2) Use sarong hand at the moment handle goods or clean surface possible
object _ contaminated
3) Avoid touching direct object object like sanitary napkins , condoms ,

tissue, etc. which are not dumped by guest as should be
4) be careful heart when empty the place trash , place it razor blade shave
already _ used or object sharp other in box special
5) If you by no on purpose contact direct with fluid body wash _ part the
with soap and warm water by even / clean
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4. PERFORM CLERICAL PROCEDURES
Module " Implement " procedure clerical ” used in training based purposeful competence
for practice skills and improve knowledge and attitude on- site housekeeping
housekeeping employees work .
competency unit module in the National occupational Certification Schemes referencing

TO ACCSTP & CATC ON TOURISM PROFESIONAL ON TOURISM PROFESSIONAL
COMPETENCY IN HOTEL & RESTAURANT with code D1.HOT.CL1.05 for field tourism
sub- sector Hospitality and is a core competency unit that must be owned by housekeeping
employees
Availability module this expected could assist organizers , instructors and participants
training in doing training based competence . Development module , delivery strategy
materials and empowerment source power training is what is expected and should be
considered by the organizers and instructors in order to meet the condition from existing
competency units and participants reach expected competencies .
Instructors expected for apply knowledge industry and experience the work he had at the
time convey Theory training , so could enrich Theory available training in module this .
UNIT DESCRIPTION
this unit relate with the documentation , correspondence and data archiving processes
used in industry tourism . this unit apply for everyone who works in the field hospitality
especially the Housekeeping Department
Training Time Allocation : 6 Hours of Study
Element 1 : Processing document office
Criteria Show Work :
1.1 Documents processed in accordance with procedure company in limit the time that
has set ;
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1.2 Equipment office used by Correct for process documents ;
1.3 Equipment office that doesn't working as should be identified immediately and fixed or
reported in accordance with procedure company .
Element 2 : Simple draft correspondence
2.1 Text is written with use clear and concise language ; _
2.2 Spelling , sign read and grammar true ;
2.3 Meaning of correspondence understood by the recipient ;
2.4 Information checked accuracy before sent .
Element 3 : Defend system document
3.1 Documents archived / saved in accordance with procedure security company ;
3.2 System reference and index modified and adjusted in accordance with procedure
company .
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Element 1 : Processing document office
1.1 Documents processed in accordance with procedure company in limit the time
that has been set
1.1.1 Definition and stages documentation
Documentation is collect data with method copy or retrieve data from
appropriate records , documentation , administration with researched
problem . In Thing this documentation obtained through documents or
archives . Without existence documentation , the data no will Becomes a real
documents . And according to experts , documentation is a process that is
carried out by systematic start from collection until data management that
generates gathering document . Documentation that alone goal is for get
required documents in the form of information and evidence existence
something documented activities .
Documentation process conducted through a number of stages important for
get future data set Becomes a document .
Stages documentation the among them are :
a. Find and record as much data as possible ,
b. Collect the data Becomes one unity ,
c. Processing and producing it in form document ,
d. Share and disseminate document documentation process results to
parties who are permitted and have interest certain ,
e. Secure and save whole documents that have been made to be
preserved with good when anytime needed back .
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1.1.2 Types documentation in company
Following is types company documentation :
a. Documentation document base , is documentation that contains
gathering documents base as proof transactions used in system .
Examples : Invoice sales , sales orders, purchase orders , mail delivery
goods , time cards, etc
b. Documentation of the list of accounts , is documentation yag showing
information about the accounts used in transaction . Account list
contains a list of code account , name accounts , their classification (
assets , debts, capital, income and expenses ) and instruction from
each account how account the used
c. Documentation manual procedure , is documentation that shows
current from documents base and which one to prepare document
base , amount translucent , parts in company . Documentation this
provide information about part which part to archive it and to any part
document base the must sent .
d. Documentation procedures , documentation procedure could
containing procedures that must be done on a state certain like for
example procedure program testing , procedures file usage ,
procedure making backup and restore etc
e. Documentation system , is form from system information depicted in
chart flow system ( system flowchart ) on the documentation this could
seen description from input used , description output used , description
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the resulting output description of the files used , news news error
processing and register list control for each each system processing
f. Documentation , describing logic from the program in form chart
program flow (program flowchart ), table decision (decision table ), and
form program control . Program documentation is needed by
programmers when will modify or develop programs.
g. Documentation operation , contains explanation explanation ways and
procedures procedure operate the program. Documentation this is very
useful for operators
h. Data Documentation , contains definitions of data items in the
database used by the system information . The most need
documentation this is database administrator (DBA) and auditor
1.2 Equipment office used by Correct for process document
1.2.1 Grouping equipment office equipment office means something that can worn
as tool in reach intent and purpose . So, can said that equipment office is a
medium in effort reach desired goal .
Grouping the includes 4 things :
a. Furniture office ( office furniture ) That is things made from wood , iron
or ingredient other , used for doing administrative duties and includes
equipment office durable . Example : table work , desk receptionist ,
chair , cupboard , cabinet tool write , file cabinet etc.
b. Machine office ( office machines ) That is all the thing used for help
smoothness administrative duties like machines office . Example :
computer / laptop, machine type ,
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c. Equipment office ( office supplies ) That is things that will finished in
usage everyday in the office . things the generally used for necessity
write write like ti ker bag , ink pencils , pens and others.
d. Decoration office ( office ornament ) Decoration office is things office in
general addressed for add pleasant atmosphere in an office that no
direct influence performance inside office
1.3 Equipment office that doesn't working as should be identified immediately and
fixed or reported in accordance with procedure company
1.3.1 Procedure inventory equipment office that doesn't working
Following is things that must noticed in inventory equipment office that doesn't
working as should :
a. Identify function and use tool documentation with careful
Adapt in all situation in accordance with development technology
specifically tool communication with thorough and thorough .
b. Obey rule operation machine in accordance manual
( manual's book )
c. Practice operation various machine communication in accordance with
needs
d. Knowing method simple repair machinery and equipment office when
occur damage machinery and equipment office
Following is procedure if occur damage equipment office a. Identify
type damage
b. Make report damage
c. Fill in maintenance request form
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d. Deliver equipment broken office _ to part Engineering
e. To do confirmation to party engineering about act carry on repair
f. Documenting in form information in the log book
Element 2 : Simple draft correspondence
2.1 Text is written with use clear and concise language
In the process of writing correct correspondence , goal main is produce feed back
from the intended party . Good correspondence containing relevant / appropriate
information , convey destination from author , and show contents in every sentence
used .
2.1.1 Getting to know variety document office
Inside office , we know a number of type archiving , forms and
correspondence models used everyday . For operate activity office by
effective so really important for our for understand method use from various
type type document office like under this :
a. Business Letter , is something a letter that has contents or
representative content company or an agency aimed at to audience
crowded or individual
Minutes , more known with term minutes where normal used During
meeting going on normally containing description ongoing meeting ,
participant list and generated notes During meeting
b. Agenda, is type document containing organized activities based on
timely basis / sequential time
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c. Report , a report that is created and contains description common
occurrence _ made daily , weekly or monthly . Several reports were
also made after incident or if requested by superior
d. Memo / Email , i.e. letter information that is electronic (email) where
containing information that can be addressed to personal or general
e. Invoice , is a letter containing bill from company where in it will many
look mandatory numbers _ _ _ paid by the designated company
f. Receip t, more known with receipt , where document this is proof
valid payment issued by the giver _ receipt
g. Message e , proposed message personally between _ individual
sent _ through intermediary good Is it POS or telephone operator ?
for SMS (Short Message System )
2.1.2 Determining destination and recipient correspondence
Following is things that must _ noticed when our will make correspondence :
a. Who will _ accept correspondence you ?
b. is destination Correspondence given ? _ is for ask description ,
give information , character invitation , contains motivation or give
description will something thing ?
c. What are you want when receiver message accept information
from you ?
d. is receiver message must read whole message sent _ or part of it
only ?
e. is they need points important as reference ?
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2.2 Spelling , sign read and grammar Correct
2.2.1 Stages and rules correspondence
Writing correct correspondence _ originated from careful planning , selection
correct language and very careful editing process . Every Step is part of the
writing process . Following stages of making a correspondence :
a. At stage planning , think with fine _ _ identification destination
correspondence , who? receiver correspondence , decide what do
you want said in correspondence and place every parts in the right
order
b. At the editing stage , check it out accuracy from topics presented
, completeness _ letter and confirm that writing is used is logical ,
clear and concise .
c. At stage writing , which we use are words, sentences , paragraphs
and layouts . Make sure delivery meaning by short and polite .
Receiver correspondence business want to understand what to do happen ,
why Thing that must happened and how Thing that can happen . Destination
main when write correspondence is to make message inside _ letter could
delivered and easy understood . Rule in correspondence by general known
with 7C , namely :
a. Clear ( Clear ) could understood by the recipient in very read
b. Concise ( Solid ) convey what to do declared with minimal choice
of words , sentences and paragraphs
c. Complete ( Complete ) all necessary information for understand
correspondence delivered
d. Correct ( True ) all information submitted is accurate .
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e. Corteous ( polite ) Use are polite words and remember that our
represent company and show intention good inside
correspondence
f. Clean ( Clean ) make sure no there is a stain on a letter
correspondence like coffee/ ink stains . This thing signify personal
clean writer , no messy and professional
g. Checked this means correspondence has checked for error
spelling , grammatical errors , formatting and layout from writing
correspondence to be free from error
2.3 Meaning of correspondence understood by the recipient
2.3.1 How to write correspondence with Correct
There are several step must write _ noticed when our will make something
correspondence , following there are steps that must be taken :
a. Define clear goals , do n't until contents from correspondence no in
accordance with our goal _ want
b. Plan what will our write , choose short , concise and easy sentences
understood by the recipient message
c. Drafting correspondence , so that the preparation correspondence
seen neat and appropriate with desired standard
d. Assessment process re -edit/edit, important for our for review return
is sentence used already in accordance with expected goal
e. Writing the final draft correspondence , write in accordance with the
order that has been set so that the recipient easy read it
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f. Read on back , at the end of our process Required for read come
back for us could feel is destination from correspondence could
represented or no
2.4 Information checked accuracy before sent
2.4.1 Procedure making correspondence
Letter is sheet loading paper ingredient communication / information
conveyed by one party to the other party is fine on name personal nor on
name organization or office . Incoming Mail is letters received by a originating
organization / company from somebody or from something organization .
Outgoing Letter is issued / made letters something organization / company
for sent to party other good individual nor group .
Letter Function :
1) As tool communication written .
2) Guidelines for act and take decision .
3) Representative ambassador from something organization
4) As indicator gauge activity organization
5) Documentation written from something organization .
b. parts _ letter :
1) Letterhead is Head /letterhead , consisting of from ; Name of
agency , written with letter capital / letter large Agency address ,
write with variation letter big and small , agency logo located at the
top. Where head letter this consist from a number of element
namely :
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a) Main Element , in the form of : name company , address ,
number phone .
b) Element Additional , in the form of : Logo or symbol , field
effort .
2) Number of Letter is Number letter , i.e order mail sent . _
3) enclosure is an Appendix i.e. Aim for give know how many many
attached attachment . _ Example : Attachments : 2 files .
4) Subject is Thing that is in the form of an outline contents letter
5) Date is Date letter ( writing next to right parallel with number letter
) To give information when letter the written , name month no can
abbreviated or written with numbers. Example :
a) British style: dd/mm/ yyyy :16 August 2015
Writing style same British style date with style writing date on
style Indonesian . Only only in British style added suffix
number graded such as 1st, 2nd, 3rd , etc. Position date
located on the right on letter .
b) American style: mm/dd/ yyyy October 07, 2015
Writing style date American style name month placed in
position beginning followed end date sign comma and year
Position date is located at the top .
6) Inside Address is the intended address ( located next to right letter
reader ), Example :
Dear Dr.Sawiro
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SCBD Sudirman
Jakarta
7) Salutation is Opener / greetings opener that is regards respect to
receiver letter ( ends sign comma ).
Example :
a) British style : Dear Sir, Dear Miss, Dear Mrs.
b) American style : Dear Sir
8) Body of the letter is the contents of the letter , there is contents
written letter . _ Who owns paragraph opener letter , paragraph
contents letter (the essence of the letter that is informed to the
reader ).
9) Complementary close is Closing letter , contains
a) regards closing : closing greetings from a contents letter working
for show respect _ author .
b) position is a set of JOBS (JOB) that contains the same tasks or
relate one with others, and whose implementation ask the same
skills , knowledge , skills and abilities though spread over
various place .
c) Britsh style: Dear Madam, Dear Sirs, Dear Mr, Dear Miss, Dear
Mrs, Yours Sincerely, Sincerely, With Best Wishes.
d) American style: Sir, Madam, Gentlemen, Your Obedient
Servant, Sincerely Yours.
10) Signature / sign hand / name ( usually accompanied number
parent employee or NIP)
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11) Carbon copy notation is copy letter namely : For inform to
reader , that letter that's what was written also sent to necessary
party follow knowing contents written letter .
12) initials , knowing who 's the typist letter , which aims if there is
error could contacted . Conceptor name abbreviated letter capital
, while name typist abbreviated letter small .
c. Letter Shape
1) full block style , All part letter made _ with form this , typed start
from the left margin . Have form straight full , i.e. flat on the sides
left,Distance writing one paragraph _ with paragraph the others
given space one line. The full block style paragraph form is the
same with Block styles . The difference position the date in Block
style is on the right top . While the Full Block style is located on
the left top . distance between head letter with date given 2 line
spacing . Between dates with regarding given 2 line spacing .
2) Block Style , on fill letter block style form straight right left same
like paragraph form in Full Block style , all part letter typed from
the left margin . Date letter located on the right top , greetings
closing , sign hand , name light , and position sender letter typed
in right letter .
3) Semi block style , in Semi Block style , the paragraph form is the
same with Indented style shape . All part letter typed like form
straight . Except for the content letter . Every paragraph new
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typed after five taps from the left margin . One paragraph with
another paragraph _ no given distance .
4) Form letter curve ( Indented style ) form the letter protruding to
in bent / toothed . Writing address no parallel located next to left
top . Position sign hand located next to right .
5) Hanging style Hanging style shape almost same with Semi
Block style shape . The difference is in the content letter skewed
paragraph form down at the beginning the paragraph . Spacing
one paragraph and so on 5 beats . Signature _ located next to
left .
Element 3 : Defend system document
3.1 Documents archived / saved in accordance with procedure security company
3.1.1 Storage document in accordance set standard
In the development of the modern era, most document stored on the
computer 's hard disk . very much important for knowing management file
storage for put every data in the correct place . Data will be saved to in folders
( directories ) and sub folders, almost same with method keep paper inside
system cabinet . In addition to the computer hard disk , documents can also
be stored in :
a. Memory Card / card memory , where data can be saved to in a small
disk measuring length not enough more one segment finger , with
power accommodate maximum 128GB, card memory character light
and very thin. Generally used as addition memory on Mobile Phone
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b. External Hard Disk , really useful for avoid existence possibility
storage error computer . External Hard disk has sufficient capacity big
and almost same with big computer storage . _ Power accommodate
External hard disk can be over 1 terrabyte
c. Floppy Disk / CD Rooms, is type storage to in CD form , a must
noticed when keep document to in this CD Rooms is big memory every
documents , because CD Rooms only capable accommodate small
memory , then _ every document recommended for compressed more
first . Floppy Disk / CD Rooms are becoming very outdated compared
with Memory Card or External Hard Disk
3.2 System reference and index modified and adjusted in accordance with procedure
company
The company always focus on updates notes storage document by physique good in
the form of book or document others made from paper . However , in an era where
everything advanced this , company Required for focus in make standardization notes
saved documents to in computer . This thing very much important for shorten time
and ease our in look for return saved documents in accordance with procedure
applied company .
3.2.1 Techniques storage document :
a. Alphabet system / alphabetical filling system
Is a storage system simple and easy in determine document , where
officer can direct to file storage and view letters of the alphabet, without
through tool help like index .
b. System subject / subject / subject filling system
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A structuring system file based on related activities with problem
company .
c. Number system / numerical filling system
Each letter or folder given number archives already _ defined and
saved based on provision number that has been set .
d. System date / order time / chronological filling system
System setting based on date , month and year in general date made
guidelines from coming letter . The most recent letter placed at the
very end without notice problem letter or file that .
e. System region / regional / geographical filling system
Organized filing system based on area or the region of the letter
received .
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5. PROMOTE HOSPITALITY PRODUCTS AND SERVICE
“Promote Hospitality Products and Services ” module is used in the training based
purposeful competence for practice skills and improve knowledge and attitude on- site
housekeeping / Housekeeping employees work .
competency unit module in the Standard Competence Indonesian National Workforce
(SKKNI) with code I.55HDR00.152.2 / D1.HOT.CL1.10 for field tourism sub- sector
Hospitality and is a core competency unit that must be owned by housekeeping employees
time convey Theory training , so could enrich Theory available training in module this
UNIT DESCRIPTION
this unit relate with Skills interpersonal , communication and service in promote products
and services to customers needed by everyone who works in industry tourism and
hospitality .
this unit apply for everyone who works in the field hospitality especially the Housekeeping
Department
Training Time Allocation : 6 hours
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ELEMENT 1: Develop knowledge product / service and market
Criteria Show Work
1.1 Taking available opportunity for develop knowledge about products / services ;
1.2 Formal and informal research is used for update knowledge ;
1.3 Bait come back from customers and on -site observation work used for evaluate
products , services as well as activity promotion ;
1.4 Knowledge gained used together with colleague work for increase effectiveness sale
in team ;
1.5 Information obtained from experience the place work and contact direct to interested
people as consideration in planning that will come ;
1.6 Changes for Fulfill desire customer must identified ;
1.7 Ideas for adjustment products and services for Fulfill needs customer recommended
for interested people according to policy company .
ELEMENT 2: Push customer use and buy products and services
2.1 Information accurate about products and services offered to customer ;
Sales technique used for push use and purchase product services ;
2.3 Customers must be warned about existence possible 'extras' and 'add-ounces ';
2.4 Products and services promoted in accordance with promotion goals and focus
company .
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Element 1: Develop knowledge product / service and market
1.1 Taking available opportunity for develop knowledge about product / service .
1.1.1 Definition product / service
In general product produced by manufacturer with destination for Fulfill

need consumer with hope consumer feel satisfied with what are they buy .
Product generated through a long process start from material procurement ,
selection until the end be output ready distributed to consumers .
See illustration on naturally people 's shadows will focused on to a

thing that has value and get enjoyed by anyone , but different again when our
speak about product service because based on characteristics service problem
the only one is no form and not can move ownership .
On product service actually consumer no buy goods or service , but

benefits and value from something to offer . What 's on offer showing amount
possible benefits perceived by consumers from something purchase product
service .
As for the services that can be offered by field hospitality is as following :
a. Special in field hospitality
1) Facility supply / rent room
2) Facility provision room conference
b. Concerning affairs finance
1) Provide foreign exchange _
2) Safe Deposit Box for security treasure object default consumer
c. Concerning affairs food
1) Provide cafeteria , restaurant
d. Concerning field recreation
1) band entertainment ,
2) Sell ticket in place recreation
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3) Book Instruction object tour
4) Souvenir Kiosk
5) The place play children
d. Concerning field entertainment , amusement, band, singing and

dance
e. Field sports ; Preparation pool swimming or fitness room
f. Field communication / business ; provision telephone , fax,

photocopy
1.2 Formal and informal research is used for update knowledge
1.2.1 Development knowledge through training programs
Hotel as industry that always compete strict Among competitors must have
source power qualified human in face change . Following is method for develop
knowledge employee by formal :
a. In-house Training
Training provided to employees organized in room Hotel scope and

customized with the needs of each department / section
b. Cross Training
Training provided to employee with method swap employee from

one department to another and aim for increase knowledge
employee Example :
1) Housekeeping employees are placed in the Front Office or on

the contrary
c. Task Forced
Training provided to employee with method assign one hotel

employee to other hotels that have the same hotel management ,
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1.3 Apply formal and informal research techniques to gain product and service
knowledge.
1.3.1 Procedure feedback for evaluate results product / service
Feedback is information obtained from the result of the process used for
driving how better process it done . Bait come back refers to delivery
information from one person to another who does a number of Duty before ,
or from one process or system to process or other systems that have happen
There must be current bait feedback ( feedback loop ) in all activity important
Following example example bait return available at the hotel:
a. Guest Comment
is sheet the field provided by the hotel which contains about evaluation to
facilities , service , quality work employees and other hotel products , the
following example from Guest Comments :
Explanation :
Why did you choose our hotel?
Why you choose our hotel?
1) Location : Hotel location/ place
2) Recommended by others : Recommend from the others
3) Advertising : Advertisement
4) Stayed here previously : Once stay overnight here previously
5) Value : Score
6) Others please tell us : Another reason _
7) Did our staff make you feel welcome upon arrival ?
is our employees welcome arrival you with good ?
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8) Was your service prompt ?
is service to you fast ?
9) Were our staff knowledgeable ?
is our employees have sufficient knowledge ? _
10) Was your room clean and well supplied ?
is room you clean and equipment complete ?
11) Would you visit us again ?
Will you visit back ?
How do we rate?
How evaluation you ?
1) Excellent : Outside normal
2) good : good
3) Fair : Enough
4) Poor : Not enough
5) Others please tell us : More options _
Please tell us on your own word how you rate the following :
Say it to us how evaluation you against :
1) Service : Service
2) Cleanliness : cleanliness
3) Value : value
4) Quality : Quality
5) Decor : Decoration
6) Overall Experience : Overall
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1.4 Knowledge gained used together with colleague work for increase effectiveness
sale in team.
1.4.1 Knowledge for increase effectiveness sale
Effectiveness sale is something activities carried out with method increase
quantity sale with see ability company in channel goods , policies as well as the
strategy set company . because of that , management company must consider
work same in support effectiveness activity sale for strive satisfaction customer
Related with this information will be very influential to function management in
the To do control sales , because generated reports .
Following is example knowledge that must controlled by a employee in increase

effectiveness :
a. Dominate room scope profession
b. Knowing the work area
c. Dominate Standard operational company
1.5 Information obtained _ from experience the place work and contact direct to
interested people as consideration in planning future
1.5.1 Information in planning
Following is example information that can used as consideration in planning that

will come :
a. Culture
Culture could differentiate behavior / characteristics somebody depends from

area where they come from / live , p the make it easy our for identify desire
guests / customers . Examples :
1) Japan , because originated from a country that climate cold ,

generally they need room with Bath Tub and hot food / Hot Plate
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2) Arabic, because originated from hot climate _ so they generally
many consume fruits .
3) India, because originated from an Asian country that has many

variation will spice cook , then most guest coming from from
India will many ask spiced food strong like curry and most from
they is vegetarian ( no consume meat )
b. Habit visitor
We can identify habit visitor as consideration in planning , for example :
1) For guests japan , us must provide bathrobe because they

happy soak in the bathtub
2) For guests who bring family so usually they will ask

addition extra bed
3) For visitor Muslim , usually they ask equipment prayer .
c. Incidents ever experienced
Following is frequent occurrence found in industry hospitality that results in

visitor the will always remember , for example :
1) Complaint against hotel facilities , for example the air conditioner

is not cold , no TV channels complete , found insects inside room
etc.
2) Complaint against service , for example , lack of staff polite ,

appearance unprofessional employees , poor communication
good etc.
3) Not in accordance with hope , for example visitor asked for King
size bed but given twin bed room , food orders are too long,
facilities are not support such as cell phone signal or Wifi
d. Situation and conditions
Sometimes situations and conditions greatly affect convenience guests , for

example
1) Project renovation in the building that gives rise to voice rowdy

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2) Demonstrations that give rise to panic and traffic jam critical
3) Disaster natural like earthquake earth , flood , fire forest etc
1.6 Changes for Fulfill desire customer must identified .
1.7 Ideas for adjustment products and services for Fulfill needs customer
recommended for interested people according to policy company
1.7.1 Identification change for Fulfill needs customer Industry tourist Required for
follow and see development and change technology always _ change and
develop every moment . Following is identification the changes that occur in
the world of tourism :
a. Change Product , power attraction and attraction tours available in
a area destination tour next made as an image of area destination
tour
b. Change amount displacement big man _ to area destination travel
is very helpful accelerate the growth process economy from
something area destination travel . So that results financial from
activity trading service tourist could increase state revenue in the
region destination travel .
c. Change time leisure time and savings owned by humans in the
world resulted in amount arrival traveler Keep going increase from
year to year . Arrival traveler in large amount especially exceed
power the carrying capacity of something area destination tour will
result in happening various change especially paradigm think and
behave in life social , cultural and political area destination tour that
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d. Change big request (demand), generally responded by positive by
the government , non governmental organizations ( Non-
Governmental Organizations), the actors tourism and society local
so that they hand in hand hand for face change with provide and
build various form trading service tourist such as hotels, villas,
restaurants , travel agencies tours , craft shops and others.
As a Professional employees must capable identify change for Fulfill needs

customers , for example :
1) Follow development latest and newest in the world of tourism
2) Follow development technology
3) Innovate in face change needs customer
Following example development latest , technology and innovation in the world of
tourism :
a) It's mushrooming area tour new . Usually area new this no found
by parties who formally take care of and are involved in the field
of tourism . Tourist area new precisely many discovered by circle
child young and bloggers. Deployment information also with easy
through social media including blogs. years previously area new
more many dominated invention tour still nature not yet
touchable before . Mention just various beach in mountain South
, Yogyakarta and Kiluan Beach , Lampung.
b) Crowded performance MICE or Meetings, Incentives,
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Convention, and Exhibition good national and international .
Mention just event sports that will return mushroomed . A number
of area outside Jakarta will also start brave open self with MICE.
among business networked and the company is still make "
package " vacation ” as a bonus for its employees .
MICE itself is also a government strategy for interesting many
tourists . make sense indeed , because in MICE for sure many
occur transaction . However deserve also think about readiness
source power man as well as facility MICE supporters .
c) Traveler overseas influenced “free visa” policy . Policy visa -free
apply for from 5 countries, namely China , Japan , Russia , South
Korea and Australia. From 5 countries, tourists origin China
estimated will dominate amount tourists who come to the country.
Element 2: Push customer use and buy products and services
2.1 Information accurate about products and services offered to customer
2.2 Sales technique used for push use and purchase product service .
2.2.1 Effective bidding and selling techniques
Basically , an effective bidding and selling process that for look for know who
buyer , what do you want they buy , why they want to buy it and what can our do
for Fulfill desire it . and goals finally for produce transactions , and mutual
exchange the expected value of each party . Following are five sales strategies
that will produce sale big and helpful for produce transaction more fast :
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a. Arrange your goals in advance . Destination from welcome safe
come is for introduce self , make good impression and make
_customer comfortable . try make impression good first without
wasting time customer . If we already know them , don't wasting
time with start introduction again and finally no produce transaction
. Destination from step this is open Street for make candidate
customer Becomes buyer .
b. Apply price before demonstration / presentation . After welcome ,
get started with decipher price , good before our until to
presentation or demonstration product or service . Tell customer
about the price up front , so that could use up remainder time for
explain that given price comparable with score product . People in
general will negotiate . our must can build score product or service
so that exceed customer value for money .
c. Knowing point closest with transaction . This is point when our stop
sell , make customer potential take action , and generate
transaction – mutual exchange value . Sales strategy will succeed
when transaction happen . our must always knowing opportunity
for move forward . So that wasted time in the beginning welcome
no in vain , as well as customer .
d. Avoid rejection . Only there is four reason customers who don't will
buy : money, time , place , or product . of the four this , the most
important is product . This no about money or time – they no sold
on products . Economy no factor , intelligence customer no factor
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build score more and make customer need it , so could control the
sales process .
e. Introduce management . This technique called " touch " party third
“where are we introduce others in business it . Possible just
management , partner marketing or administrator in business .
This thing show transparency , which can build trust with
customers and confidence that they currently served with good . If
the manager no could see customer by direct , ask they send short
video message .
2.3 Customers must be warned about existence possible 'extras' and 'add-ons'.
2.3.1 Explanation of 'extras' and 'add ons' for customer
'extras' and 'add-ons' are score add which will obtained by the guest at the time
stay . Party management Required tell information this to every customers so
that they understand existence score added charged . Management need
understand concept at the moment determine price room . Namely :
a. Pricing objective, is difference price in accordance with

classification , for example Corporate Rate, Travel Agent Rate,
Publish Rate
b. Cost, cost expenditure for every products and services that have
been budgeted
c. Competition, competitor in business sale products and services
d. Demand, potential market demand
Next fluctuation Request in different time _ shape rate different rooms
throughout day , week month or year . However need realized that
some current hotels this often provide added value from price paid
guest . Mechanism this is determination rate room special or discount
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in form packages interesting with give many kinds of facilities that can
enjoyed by candidates hotel guest . When visitor ask rate room a hotel
then in rate informed room need be delivered what just already
including in rate room it . For example ;
- Room only
- Room and dining morning
- Room and three meals
- Room with all freedom use all existing facilities .
2.4 Products and services promoted in accordance with promotion goals and focus
company .
2.4.1 Appropriate promotion strategy with purpose and focus company In promote
product us , then will need the right promotion strategy on target . With promotion
strategy the right business , will get opportunity for achieve sales targets and
effective offers according to our hope , the following strategy should be used :
a. Use Social Media , In this mobile era , social media already
Becomes something mandatory thing owned by your brand. Via
social media like Facebook and Twitter . Promotion strategy with
introduce the brand and also the product you want our market to
social media users . With using social media , then approach that
will our do Becomes more personal and also become ' more close
to the target market.
b. share Product , If we want to introduce product or variant new from
product ever issued , then one of the suitable promotional
strategies for conducted is with give product direct to the target
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market. Distribution product this can given by free in sample or
tester form .
c. Record Customers / Target Markets, Collect customer data is
activities we recommend . During the introduction process product
or sale going on , make sure our get customer data in accordance
with needs , so will useful for promotion strategy nor plan company
next .
d. Give Incentive for Every Recommendations , Give incentive for
customer faithful who give recommendation to candidate customer
other for use product from the brand we market . Incentive could
given in different forms , such as coupon discount , amount of
money, or product alone . With method that , customer loyal will
Keep going use and more spirit for recommend product us . That
thing naturally is one of the effective promotional strategies
e. Place Products in the Right Place , Placement good product is
placement product in a place that can add number sales . We can
just move product for placed between 2 types other products which
are complementary from type products sold .
f. Do Charity Activities / CSR ( Corporate Social Responsibility ),
One of the promotional strategies other is with show care to issues
around _ ordinary people / target market showed through CSR (
Corporate Social Responsibility ) activities while promote a brand
or product certain who want promoted . With activity this , the brand
will get a good label and liked by the public .
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g. Use Goods Promotion , In run a promotional strategy , we can use
goods promotions ( such as t-shirts , calendars and other
merchandise ) which have been given a label in the form of a brand
logo so that when goods promotion the used by someone , then
goods the has remind people around for use product of that brand
h. Arrange Events for Appreciate customer , Organize events for
customers loyal the product to be promoted . Arrange interesting
events , lots of gift and without there is a stand for selling as well
as without must force the participants buy anything at the event .
With promotion strategy through these events , loyalty from
participants of the event will increases and so does the feeling of
pleasure customer with brand
i. To do Survey Customer after Sales , For increase quality the
product being marketed and also the service , then there is good
for our for conduct a survey on each customer after sales . We can
do it on the spot , through phone nor via email. Of course the
promotion strategy in the form of this survey make it easy customer
for convey good praise nor complaint about product used /
consumed .
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6. PERFORM BASIC FIRST AID PROCEDURE
Module “Perform Basic First Aid Procedures " used in training based purposeful
competence for practice skills and improve knowledge and attitude on- site housekeeping
/ housekeeping employees work .
This module based on competency units that exist in the Standard Competence Indonesian
National Workforce (SKKNI) referencing to ACSTP & CATC with code unit/
D1.HOT.CL1.05 for The field of housekeeping / Housekeeping and is a Core Competency
Unit that must be owned by housekeeping employees.
Availability module this expected could help organizers , instructors and participants
training in doing training based competence .
Module Development , delivery strategy materials and empowerment source power
training is what is expected and should be considered by the organizers and instructors in
order to meet the condition from existing competency units and participants reach expected
competencies .
UNIT DESCRIPTION
This unit relate with provide help first . this unit related with knowledge , skills and
attitude needed in provide help first . this unit apply for everyone who
works in the field hospitality especially the Housekeeping Department.
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Element 1 : Rate and respond situation emergency help first
Criteria :
1.1. Situation emergency recognized by fast and correct ;
1.2. Situation assessed and decided by fast taken for required action ;
1.3. Help from service emergency emergency colleagues / customers organized when
required .
ELEMENT 2 : Give proper care
Criteria :
2.1. Condition physique patient rated from vital signs that can be seen ;
2.2. Help first given for restore condition patient 's physical and mental in accordance with
policy company with provide help first and pay attention procedure help first .
ELEMENT 3 : Monitor situation
Criteria :
3.1. Service proper support to situation identified and reported ;
3.2. Information about the condition of the victim is conveyed by thorough and clear to the
personnel service emergency .
ELEMENT 4 : Prepare report incident
Criteria :
4.1. Situation emergency documented in accordance with procedure company ;
4.2. Reports provided must clear , accurate and right time .
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Element 1 : Assess and respond situation emergency help first
In something industry hospitality specifically Public Area Cleaner required staff who skilled
and qualified in their field , where one of them must responsive and nimble in evaluate
something situation emergency in help first .
1.1. Situation emergency recognized by fast and correct
In standard spelled out a number of definition ( understanding ) of Incident , Accident
Work and also Nearmiss ( almost woe ). Third above terms have meaning , meaning
and definition different as Thing below : Definition ( Definition ) Incident is related
events with profession where injury , or fatality ( death ) can happen .
Definition Accident Work is incident that gave rise to injury , illness consequence work
or fatality ( death ).
Definition Nearmiss is incident that doesn't cause injury , illness consequence work
or fatality ( death ).
Definition Circumstances Emergency is state difficult that is not suspected who
need handling quick so that no occur accidents / fatalities .
Public Area Cleaner capable recognize situation accident emergency work and
determine required action in accordance applicable procedures . Public Area Cleaner
capable recognize situation disease emergency consequence work and determine
the required action in accordance applicable procedures .
1.2. Situation assessed and decided by fast taken for required action
Public Area Cleaner capable doing procedure state accident emergency work by right
. Public Area Cleaner is able doing procedure state disease emergency consequence
work by Correct
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1.3. Help from service emergency emergency colleagues / customers organized
when required
Public Area Cleaner capable give help service emergency to visitor or colleagues /
customers with careful and thorough . Public Area Cleaner capable report details
service bad emergency to the authorities and could organized when required .
Element 2 : Give proper care
2.1 Condition physique patient rated from vital signs that can be seen
Definition sign vital signs are :
Instruction important ' condition work ' some part body , which is poured in form
' number '. How many normal numbers are actually very varied from time to time ,
from hour to hour, and from day to day . Inspection vital signs are something method
for detect existence change system body .
Vital signs include temperature body , pulse pulse , frequency breathing , and
pressure blood . Vital sign have value is very important in function body . Existence
change vital signs , for example temperature body could show state metabolism in
body ; pulse pulse could show changes to the system cardiovascular .
2.2. Help first given for restore condition patient 's physical and mental in
accordance with policy company with provide help first and pay attention
procedure help first .
Factors that give help first are :
a. Factor the law that affects gift help first in sector different industries
b. Type and location where accident that occur
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c. The nature of the accident and its causes
d. Availability equipment help first , as well as tools or help other

alternatives
e. Help trained medical personnel
f. Condition heart or vessels blood ( cardiovascular ) patients

indicated by body temperature , pulse pulse and path breathing
g. Contamination substance chemical
ELEMENT 3 : Monitoring the situation
3.1. Service proper support to situation identified and reported .
There must be service proper support in help patient like help medical personnel
who really expert in the field . Next must make notes incident incident and report it
to the authorities in Thing this .
3.2. Information about the condition of the victim is conveyed by thorough and clear
to the personnel service emergency .
Related with gift information to patient there is some must note :
a. Information must given , ok requested or no .
b. Information no can use term medical because no understood by the

common people .
c. Information must given in accordance with level education ,

conditions , and situations patient .
d. Information must given by complete and honest , except doctor

evaluate that information the could harmful interest or health patient
or patient reject for given information
e. For action surgery ( surgery ) or other invasive measures ,

information must given by the doctor who will To do operation . If
the doctor concerned no exists , then information must given by
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another doctor with knowledge or instruction the doctor in charge
answer .
ELEMENT 4 : Prepare incident reports
4.1. Situation emergency documented in accordance with procedure company .
In accordance with rule from : Rules RI Government No. 50 of 2012 concerning :
“ Application System Management Safety and Occupational

Health.
Documentation as meant in Article 12 paragraph (1) letter f at least conducted against
a. Regulation legislation in the field of K3 and standards in the field of K3;
b. Indicator K3 performance ;
c. Permission work ;
d. Results of identification , assessment , and control risk ;
e. Activity OHS training ;
f. Activity inspection , calibration and maintenance ;
g. Notes data monitoring ;
h. Study results accident on the spot work and act further ;
i. Identification product including its composition ;
j. Information about suppliers and contractors ; and audit and review

repeat SMK3.
4.2. Reports provided must clear , accurate and right time .
Giving Reports and monitoring will always conducted from the authorities
Besides that will there is always evaluation to every work done.
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7. MANAGE AND RESOLVE CONFLICT SITUATION
The “Manage And Resolve Conflict Situations” module is used in the training based
purposeful competence for practice skills and improve knowledge and attitude on- site
housekeeping / housekeeping employees work .
Competency unit module in the Standard Competence Indonesian National Workforce
(SKKNI) with code I. 55HDR00.155.2 and ACSTP,CATC with code D1.HOT.CL1.11 for
field tourism sub- sector Hospitality and is a core competency unit that must be owned by
housekeeping employees
UNIT DESCRIPTION
this unit relate with handling situation possible conflicts happening in the industry tourism
. this unit apply for everyone who works in the field hospitality especially the Housekeeping
Department
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Element 1: Identify situation conflict Criteria Show Work :
1.1 Potential conflict must fast identified and must take action fast and wise for prevent
expansion situation the
1.2 Situation where customer personal safety or colleague possible work threatened must
identified by fast and appropriate help must organized .
Element 2 : Solve situation conflict
Criteria :
2.1 Responsibilities answer taken for look for solution conflict in room scope not quite
enough answer individual .
2.2 Whole point look supported , accepted and treated with respect.
2.3 Skills communication effective used for help in handling
conflict .
2.4 Solving techniques accepted conflict used for handle situation conflict and develop the
solution .
Element 3 : Giving response to complaint customer
Criteria:
3.1 Complaints handled by wise , polite and friendly .
3.2 Responsibilities answer taken for solve problem complaints.
3.3 Nature and details complaint proven and approved by the customer.
3.4 Appropriate action taken for solve problem complaint for satisfaction customer when
allow.
3.5 When right , techniques used for change complaint Becomes opportunity for
demonstrate service customer quality height.
3.6 Required documentation be equipped by accurate and clear in period time certain .
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Element 1 : Identify conflict situation
1.1 Potential conflict must fast identified and must take action fast and wise for
prevent expansion situation that .
After learn chapter this , participant training will capable feel symptom conflict and
resolve it in accordance with regulation in company / values social prevailing culture
1.1.1 Definition Conflict
Conflict is the beginning of the dispute from something misunderstanding that
occurred in communication , which can influence the emotions of the people
involved in communication the so that result in tensions that can cause
problem.Conflict could occur interpersonal and between group (which is
often started with conflict interpersonal ), in scope work , conflicts could
occurs in the scope of :
a. Interpersonal :
1) Staff with leadership ( vertical )
2) Between staff (horizontal)
3) Between head of work unit (horizontal)
b. Between Group :
1) Companies with distributors
2) Companies with customer
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1.1.2 Identify Symptoms Conflict
Underestimated or feel underestimated will cause anger and can increase
Becomes conflict . things main that can influence happening related conflicts
with personalities including :
a. condition , tired , worried exaggeration, distrust
b. Dissatisfaction , suspicion from experience then
c. Difference perceptions , needs , goals , vision , values, attitudes
d. Unpreparedness with existence change decision
e. Difference culture , habits , customs , words that are lacking clear
f. Caring response ( no indifferent ) from one party
g. Character negative ( grumpy , want win themselves , etc.)
Related with job :
1) Between companies with customer
a) Customers / guests sigh because quality product / service
b) Customer demand something outside agreement
c) Delivery items that are not appropriate time
d) Miscommunication / distortion
e) Customers who wait too long
2) Between each other staff in company
a) Each other throw not quite enough answer
b) Not appreciating profession friend
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c) Competition no healthy
d) Miscommunication / distortion
3) Between staff and leadership
a) Attitude choose love from leader
b) Lack of clear job description tasks and limits authority
c) Miscommunication / distortion
d) Vision , mission and goals company not enough understood by

employees Support happening conflict by general :
a) Saturation work ( tired , bored ).
b) Conditions and situations less place comfortable .
c) Less skilled in communicate .
d) Too long waiting .
Symptoms visible beginning , before appear conflict :
When you do work , especially in contact with someone ( friend work ,
customer , relationship , or leader ) one things that are not can you leave
is : always caring / responsive will the appearance of the person . Always
take note things below this :
a) Voice tone sound rise , face tense , sweating / restless .
b) Occur stagnation , second split party silence and atmosphere
stiffen up .
c) Body position is not calm , usually jaw seen harden .
d) Ray challenging eyes , eyeballs grow up , sometimes hand
clench ( even though hidden )
e) Study recognize facial expression
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1.2 Situation where customer personal safety or colleague possible work threatened
must identified by fast and appropriate help must organized .
1.2.1 Symptoms conflict that will disturb security and safety customer .
Concern for the situation around the place work , every moment must improved
, for example notice situation (counter near you) where being seen symptoms
expected discord _ will peaked . Like is guest / customer ; is bring or nearby
there is something that can reach and use as
" weapon " (which can be used for To do act violence ). try with careful for get
rid of object it , or quick ask for help officer security for guard more close .
Besides symptom will emergence discord , all officer proper beware things that
can cause not security customers who will eventually cause complain because
hinder smoothness work , as example : difficult format / document storage
found , chair already broken , floor slippery , smelly the room that doesn't
comfortable .
Element 2 : Solve situation conflict
2.1 Responsibilities answer taken for look for solution conflict in room scope not
quite enough answer individual .
2.1.1 Overcoming Situation Conflict
Not all conflict detrimental , if conflict that interpreted as different positive
opinion and ( estimated no will develop more sharp ) will develop Becomes
discussion , on the other hand precisely will give profit for second split parties
, such as : a. Addition information new .
b. Each other know between personal second split party .
c. Study look for solution best with control emotions .
d. Study value difference .
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Following is must - have attitude our have when face to face with conflict :
a. Calm down yourself , watch your breath don't carried away emotions .
b. Show impression that you understand that “ he ” started no in line .
c. Do not force “ him ” to understand you, switch with soften targets.
d. Do not hurry for ask for sorry ; chill atmosphere with divert a moment
with offer drink ( if maybe ) or effort look for more data support .
e. Switch talks by fine for relieve emotion friend talk , and when symptom
conflict lost , back to the main conversation with smooth .
f. Take note the response , is it symptoms the conflict you see , already
reduced . If not yet , one things you have to remember , to what extent
your authority in problem it . If of course difficult , offer is will more
happy if speak direct with leadership (who is more senior).
2.2 Whole point look supported , accepted and treated with respect .
2.2.1 Managing Disagreement Situation

At one time case different opinion , maybe will occur there is the party who
“ sulking ” ( no satisfied but forced to " silent ") and some are satisfied , so
that will occurs " conflict " hidden ". On the contrary when the party who
doesn't satisfied it overflows his emotions and said his dissatisfaction by
emotional , will occurs " conflict " real ” ( arguing or fight argument ).
a. Conflict hidden : the party who feels harmed “ silent ” no direct action,
however problem no means done , even could creates a negative
image.
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b. Conflict real : the party who feels harmed direct action , sharp whether
or not conflict depends from how method second split party could
control emotions and how method aggrieved party express his
displeasure .
Conflict hidden nor real , better handled with wise , so as not cause
loss later day .
2.3 Skills communication effective used for help in handling conflict .
2.3.1 Tips in handle conflict
a. Recognize and analyze the problem as well as recognize character
personal following are five stages handle conflict :
1) Topic diagnosis ( problem )
2) Express your opinion / response
3) Listen react and understand what principle friend your talk
4) Back to position and principles your main
5) break it problem with negotiation
b. Repeating the same subject with different words/ sentences and
intonations , which may be will more understood / understood .
c. Say " no " when of course need say it ( without must hurt and make no
happy ) than let people inside worry .
d. Slow down talks with detail problem , agree a number of things you
think no principle , however permanent maintain principles main . This
thing will soften friend talk and give your chance to stable ( no
emotional , aggressive and passive )
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e. When need show your true feelings , so friend talk you can quick
respond .
f. Strive for a solution conflict , fun ( no ) detrimental ) second split party
g. When occur stagnation ( road dead end ), take deal for postpone talk
and agree when will continued .
Collaboration is the best solution that is profitable second split parties , in
particular for discussion open and honest . Collaboration similar with
compromise , where is all considered choice good discussed for get solution
best . Time for reach collaboration this no could limited , depending from
problems and options as well as how much strong parties the capable give
understanding and mutual influence one with another.
What to do avoided in this process is , don't until negotiation Becomes long-
winded and not effective . Firmness lead discussion and skills controlling others
without there is emphasis , much needed . Conflict that occurs in friends with
clients or fellow colleague work , what are you worth doing ?
a. When the problem personal , you should rather stay away , don't listen
and search know , however permanent alert guard don't until occur fight
. When state heat up , more well you shut up contact the authorized
person ( leader , security guard ) or a respected person ).
b. When the problem concerning work , and you feel capable for help , with
polite seek right time to “link ” and help without siding . Remember don't
see the PEOPLE but see THE PROBLEM.
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2.4 Solving techniques accepted conflict _ used for handle situation conflict and
develop the solution .
2.4.1 Forming Solid team work
Following are tips for form a solid team work:
a. Unite vision , mission and goals company in the team.
b. Appreciate all advantages / advantages from team member , small
whatever .
c. Try for understand lack of others in the team, and try for help when you
can .
d. Always think positive without forget alert for anticipation .
e. Openness information and exchange experience without cover
deficiencies that have been done and how complete problem , always
donated to the team for lesson for other team members .
f. Listen and appreciate all suggestions/ views / feedback from friend work
and develop before you decide which is the best , with not quite enough
answer full , if need consultation with leader / more authorized . Get used
to it take notes problems and ways overcome it ( experienced alone nor
friends ) in book work .
Value difference for taking team agreement .
g. Keep in touch good team member , don't emotion , revenge , envy heart
Element 3 : Giving response to complaint customer
3.1 Complaints handled by wise , polite and friendly .
3.1.1 Responding Complaints / Complaints
Complaint arise because there is a " gap " / difference Among hope and
reality so that cause disappointment . Hope that appears from information (
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about product ) excessive often experienced by guests / customers.
Whereas destination somebody convey complain are :
a. Intention good for repair quality service .
b. Expect change loss / compensation .
c. Show self will status and know will his rights . Listen is hear ,
digest and take meaning from a information / message for
used as capital to give response / instructions / information to
others and for determine action next . Not everyone who feels
dissatisfaction ready express in form complaint , thing this due
to:
a. think that deficiency still in tolerance .
b. Not care .
c. Not knowing with certain his rights .
d. Desperate, because no convinced that the complaint will
responded .
d. Shame or afraid so persistent problem .
When visitor feel satisfied will service , he will tell a story to 3-5 of his friends
, however when visitor feel disappointed in the service , he will tell a story to
12 people or more his friends and relatives . Complaint ( complaint ) must
be managed with good because many reluctant customers / guests come
return for visit because the complaint no responded with good .
3.1.2 Meaning handle complaints / complaints.

In something study said that :
a. 1% of customer not return because died .
143
b. 3% of customer not return because move place / address .
c. 4% of customer move from one company to another company .
d. 68% of customer move company because the person who gave
service not enough notice existence guests and their needs .
e. 7% customers move to other companies because proposed friend .
f. 9% customers convinced they can buy more cheap on the spot another
g. 8% customers buy as you like they in accordance change atmosphere
heart .
Seen clear that error biggest be at no care company on quality service .
Following is reason why our must handle complaint with good :
a. Increase satisfaction work .
b. you will feel more comfortable because work finished .
c. Show performance intonation to friends worker nor top .
d. Reduce pressure on work .
e. Customer will come back to you and them is free advertising / promotion
for us / company . “Everyone should become a marketer” ( everyone
inside company can Becomes marketer ) and
“ Put yourself in the shoes of your customer” ( place yourself in shoe your
customers .)
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3.2 Responsibilities answer taken for solve problem complaints that .
3.2.1 Complaints should handled as soon as maybe by the officer who
appropriate
Following is reason why Complaining guests must quick responded with fast
a. Complaining customer will annoyed when must express same
complaint in several people / parts .
b. Speed up the process and save time .
c. Improve the "taste" believe " party " leadership to officers .
d. Practice not quite enough answer officer and maturity attitude
because collision problem could overcome .
e. Consider that resolve problem is the most expensive learning
process
f. When complain overcome with fine , will grow sympathy customers
and promotions quality service for customer .
3.3 Nature and details complaint proven and approved by the customer .
3.3.1 Types Complaints and ways get over it
a. Complain passive , they usually shut up only and only show face
gloomy without disclose his disappointment .
1) Take note signs non-verbal .
2) ask with smooth and clear , what 's missing satisfy him .
3) Do not too satisfied with answer : "ah ... no " anything why …!”
4) Create atmosphere comfortable and safe for disclose complaint .
b. Complain aggressive , deep realize his disappointment they angry
and demanding something with various way .
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1) Listen with empathy , calm , patience and watch
the problem .
2) Pay attention special and respond with positive .
3) Make sure that he more calm with offer the place comfortable
for talk
4) Do act carry on with soon .

c. Complain constructive , delivered with good and critical build and
easy negotiate resolve problem .
1) Listen every word spoken and make sure you understand will his
dissatisfaction .
2) admit it your shortcomings and say accept love for the
suggestions
3) Remember , this type of complainer is many of them experience
and maybe more many than you.
3.4 Appropriate action taken for solve problem complaint for satisfaction customer
when allow .
3.4.1 Get to know your tourists / guests , listen up complaint with be patient and
give response positive .
Man it's “ unique ”, we as well as guests / customers is man with variety type
its uniqueness . Desire from visitor variety in accordance with needs each of
them, could it be us ( product we ) able fulfill it ? The answer is impossible . . .!
Except product the is product specially designed for order with specification
special , some step under this as example take action at the moment face
complaint :
a. Permanent calm down , don't so load and assume customer angry
no to you but to your company , and you the intermediary .
b. Talk to yourself himself : “Hal this annoying , but I must can
overcome it ."
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c. Master / manage keep your breath stable .
d. Permanent refers to positive thinking.
e. angry person currently in condition no stable and need attention .
f. Provide supportive feedback .

g. Do not dodge , act open and willing accept input
h. Give feedback positive with move head by empathize and show that
you understand .
i. Do not once To do argument / debate with customers.
j. Say that you really want to help , or ask what 's bothering his mind ,
when you catch impression / hint not enough fun ( via observation non-
verbal ).
3.5 When right , techniques used for change complaint Becomes opportunity for
demonstrate service customer quality high .
3.5.1 Techniques change complaint Becomes opportunity or opportunity Face
complaint from guest / visitor possible for some people are the least part fun
, but if you can face complaint this with good management so result by no
direct you currently demonstrate ability you in respond complaint as effort
serve quality service high . Naturally visitor will have a rating alone to
performance from officer facing this , and by whole if part this done with nice
and tidy whole management will get evaluation best from guests / visitors . As
one example under this is ability you can you show me to customer in face
complaints :
a. Ability in communicate
1) Communication is activity send and receive message by verbal
(speech) or non-verbal ( body language ).
2) Verbal communication involves questions , listening , and
answering .
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3) Non-verbal communication consists of: expression face
contact eyes , motion body and posture body .
For help in solution a conflict of course only the most important
needed is ability communicate by effective and this involve Skills
interpersonally .
A number of Thing under is the rules used for create effective
communication :
1) Message conveyed must clear
2) Every message delivered must have clear goal
3) Message delivered must in accordance with abilities and
interests receiver message
4) Avoid the word or sentences that don't need to express
5) Selected sentence is language that can understood by the
recipient
Voice is a very honest medium for convey how feeling you . Necessary
elements you consider for guard effective communication Among other
1) Voice tone (pitch)
2) pitch or tone
3) Intensity
4) Projection
5) Talking time
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you may find right time _ for you for raise your voice you to friend or family
you , but the opposite you no need raise your voice you with guest ,
customer or colleague business us .
Not only you seen as a rude person , but can also be interpreted as a
threats or not enough believe self . For Becomes effective communicator
, important for choose your words Use with be careful . A number of
necessary thing noticed about language body related when face to face
with conflict Among other :
1) When you send a message , you must give attention
more on language the body that you Use
2) Attempted for can reading language recipient 's body
message , where form language body in situation conflict
include :
a) Attitude and posture you
b) expression your face
c) How you use arm as part from method in convey
message ,Body language can too send feeling .
For Becomes good listener and active , you sued for can contract with ok
, where when you listen you too :
1) View and identify non-verbal language of opponent talk
2) Analyze what people say
3) Interpreting words and language body opponent talk you so that
you could determine step what to do you do .
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Must remember one Thing that communication involved two role that is
sender and receiver , then from that communication must two direction ,
you don't monopolize talk . Existence bait come back from visitor or
customer our is a must learn be prosecuted continue .
Your language style Use can refers to style that opponent talk you when
speak with other people. Some tips in using style language Among other
1) Use style good language when speak with opponent talk
2) Identification style the language that other people use
3) Apply style language that has you learn from the opponent talk
you are suitable .
Use style language used by most people can interpreted that you as less
personal aggressive and not have characteristic typical . Whereas when
you faced in situation conflict , consider style language based on factors
social and culture so that possible suitable used with opponent talk you .
As well as other possible factors can you consider such as : factor culture
, social economy , health , age , personality , etc.
3.6 Required documentation be equipped by accurate and clear in period

time certain .
3.6.1 Follow up complaint customer
Following is steps in follow up complaint customer :
a. Check return what have you done and make sure that your customers
have satisfied , and make complain just now as ingredient revision
policy
b. Note response customer about handling complain .
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c. Tell customers that service company the more upgraded blessing
input customer and say accept love on participation they as partner
business . Customers / tourists like child fussy little , difficult
suspected his will with sure , but they is source life us . They is sweet
guest when treated with sweet and not lied to him .
d. Complaint customer is opportunity …. no barrier . Complaint customer
when follow up with fine , will could maintain customer in company and
you will get points from your leader because capable maintain
customer
e. Do the best of the times first , because not will there is opportunity
second , TARP ( Technical Assistance Research Programs ) in
Washington DC, reminds in research ( statistics ) that part big
consumer no attempted convey the complaints …And they will so just
leave you and do business to the place another . 96% of consumers
no complain the complaint to the place supplier , but precisely tell
experience bad to at least others…and only 4% actually complain the
complaint ( they is Your most loyal customer and care about quality
service company that ).
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8. PERFORM CHILD PROTECTION DUTIES RELAVANT
TO THE TOURISM INDUSTRY
“Perform Child Protection Duties Relevant to the Tourism Industry ” module is used in the
training based purposeful competence for practice skills and improve on - site
housekeeping knowledge and attitude work .
This module based on competency units that exist in the Standard Competence
Work National Indonesia (SKKNI) with unit code I.55HDR00.154.2 and ACST,CATC/
D1.HOT.CL1.13 for Field Housekeeping – Public Area Cleaner and is a Core Competency
Unit that must be owned Availability module this expected could help organizers ,
instructors and participants training in doing training based competence .
competencies .
UNIT DESCRIPTION
this unit related with required skills and knowledge for understand issue exploitation sexual
children by tourists and apply steps protective simple applicable and appropriate for staff
working in hotels and travel industry ,this unit destined for candidate participant
Housekeeping – Public Area Cleaner
152
Element 1 : Identify problem exploitation sexual child by tourists
Criteria:
1.1 Determine problem exploitation sexual children by tourists ( or known as tourist sex-
child )
1.2 Explain impact from exploitation sexual abuse in children , society , the hotel and travel
industry ;
1.3 Identify possible suspicious behavior will shown by tourists sex child .
Element 2 : Explain action national , regional and international for prevent exploitation
sexual children by tourists
Criteria
2.1 Knowing and being familiar with United Nations convention on Rights children (UNCRC)
and articles relevant UN chief with rights all child for Becomes safe from exploitation
sexual ;
2.2 Checking initiative national , regional and international for prevent exploitation sexual
children by tourists ;
2.3 Identify mechanism reporting if suspicious behavior _observed .
Element 3: Explain actions that can taken on the spot work for protect children from
exploitation sexual by tourists
Criteria
3.1 Prepare a list of actions that can be taken by working staff at each hotel and industrial
work division journey for prevent exploitation sexual children by tourists .
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Element 1: Identify problem exploitation sexual child by tourists
Element this aim for To do various course relevant subject with industry in environment
time , learn Skills industry moment this , relevant information and trends with industry ,
study through various approach practical and theoretical , and able to identify , explore and
solve problem with productive way more relation with Theory module that is Implement
protection related child with industry tourism .
Facts :
a. According to UNICEF, 3 million child victims of exploitation sexual
every year
b. Based on UNICEF's definition of a child is anyone below ? Age 18
c. Exploitation sexual children by tourists is ? Global issues with far
reach impact negative for children ? Engage , host and hotel
destinations and travel ? Industry
d. Children who experience abuse sexual suffer lifetime life impact
physical , emotional and social sustainability .
e. Under the UN CRC all child have right for life free from danger and
abuse all type , because that all governments , businesses ,
employees , volunteers and citizens have obligation law and morals
for protect vulnerable children
f. Enhancement big in journey international for 30 years final for many
third world and developing countries has cause explosion in cases
tourist sex children and for foreigners traveling for destination
certain access child for sex .
154
1.1 Determine problem exploitation sexual children by tourists ( or known as tourist
sex-child ):
Based on fact above , problem exploitation children by tourists occur

because :
a. The Offender : Existence si Offenders (people who commit illegal

acts ) that often visiting hotels, bars, restaurants and hospitality
others and places tourism where children could accessed and
abused without threat identified , arrested and tried .
b. Internet : “ Network global computer that provides various facility

information and communication ”
The Internet has play role base in exploitation sexual children by

strangers , as has been allow perpetrator , ok by situational (
change ) depends condition certain ) and choice , as well pedophile
for :
1) Access and share information about destination where there

is vulnerable children attention and on -site enforcement the
is weak .
2) Allow perpetrator for share videos and photos children

harassed . (Many of Images this stored , traded , sold and
distributed through network perpetrator .)
3) Reality that Images this has made show that amount big
children has abused
1.2 Explain impact from exploitation sexual abuse of children , society , the hotel and
travel industry .
Impact on children and society :
a. By physical problem health many child victims suffering also affects
no only on yourself they alone but in the community they
155
b. In many community discussion sex , prostitution and in particular
sex child is taboo , because that child victims often forced to for
suffer in shut up no because error they alone .
c. Impact on society from exploitation sexual child is negative and
substantial , such as loss child no guilt , moral depravity and norms
social , growth in crime related with exploitation sexual kids and
attractions communities susceptible to perpetrators and
pornography child Becomes clear
d. Besides that , there is also a chance future loss _ for this victim 's
child for Becomes member contribution valuable from function and
a healthy society .
Impact on Industry hospitality and travel :
a. This is common thing in the world of travel and hotel industry , many
traveler original no ready for visit areas where tourism sex child ( or
tourist sex ) often happen .
b. Majority traveler will avoid destination such as , hotels, restaurants

, bars and other possible businesses activity the occur
1.3 Identify possible suspicious behavior will shown by tourists sex child
Recognize and be aware of the characteristics si violators , such as :
a. The first and most important for remember is that no there is a
special from si perpetrator
b. They can come from anywhere , boy or girl , married or single , rich
or from higher socio - economic status and education low
156
c. Not there is one feature physical , type behavior or pattern social will
differentiate a traveler sex child .
d. 95% Child Sex Offenders is men and them can married and have
child they alone
e. Until one third from juvenile delinquency
f. Most violation sex by men Among 25-40 years old .
g. Another simple example like , tourists invite local kids around to

room , place eat or to quiet area occupant
h. Local tourists who are suddenly very attentive to children small local
with To do something not common .
i. Traveler touching body children with by no profanity
Element 2 : Explain action national , regional and international for prevent

exploitation sexual children by tourists
2.1 Knowing & being familiar with United Nations convention on Rights children
(UNCRC) and articles relevant UN chief with rights all child for Becomes safe
from exploitation sexual
a. UNCRC is something regulation covers all document The rights of
children who have immortalized in law by many ratifying countries
, a total of 191 Country
b. This means that Child Protection is obligation law in part big
country in the world
c. Even more so that is moral obligation to protect children no only by
the government but by citizens , residents , businesses and
employees . Even everyone has obligation this .
157
Understand Right right protection child and Implement it for effort
hospitality and travel :
Could take steps important for comply with UNCRC:
a. through activity activity business they where set up condition

security child
b. policies , procedures and training
c. monitoring and reporting function
d. with work same with institutions protection child local like a

recognized NGO by international for combine article above to in
practice business them .
2.2 Checking initiative national , regional and international for prevent exploitation
sexual children by tourists
a. Already there effort big for 20 years recently by the government ,
NGOs and various Tourist International and Hotel Organizations for
work going to end from exploitation sex children
b. In many case effort this has successful , with often adoption large
industry policies and procedures that educate , train , provide clear
help and steps for a organization or business for follow considered
'Child Safe'.
Why Hotel and Industry Travel Must join play a role as well as :
Hotel and Industry Journey business must Act for stop activity exploitation sex child
because they be at the forefront where exploitation sex child occurs at level physical .
With take attitude strong business to exploitation , Hotel and Industry Journey could
have impact great at helping for remove activity exploitation child from destination travel
158
2.3 Identify mechanism reporting if suspicious behavior observed
Possible Fright biggest for perpetrator crime sex child , is afraid reported , caught ,
prosecuted and imprisoned
a. At the moment this our know most perpetrator sex child free from
punishment with method Support direct from other people or
Support direct from those who turn away from what happened for
maintain income business them and their customer base .
b. There is also a factor of not trust general that Thing sort of this
actually of course happened and that there are people outside there
do things this
c. Tourist Child Sex is Something reality and grow the more big
d. Hotels and businesses business travel , effort Support for make
environment the term Safe Child, they must realize that Tourist Child
Sex is real and destructive children , society and business .
A number of Mechanism reporting that can be taken : a. KPAI (
commission ) Indonesian Child Protection )
b. police station closest
c. Institutions society that regulates rights child
What to report are related data
a. Si's name perpetrator ( more related data ) clear if possible )
b. Place and when incident abuse occur
c. The place live ( domicile ) si perpetrator
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d. Name of the victim ( if possible )
Element 3: Explain actions that can taken on the spot work for protect children from
exploitation sexual by tourists
It is very important that Hotel and Industry Tour work going to
implementation policy practices and procedures that will help in end
exploitation sex in children . Besides it 's important for contact and work
with various agency Local Child Protection such as KPAI, for help in
development policy 'Child Safe' business , Staff Training , Operations
and Procedures Reporting .
3.1 Prepare a list of actions that can be taken by working staff _ in every hotel and
industrial work division journey for prevent exploitation sexual children by
tourists
3.1.1 Training
a. Have part special for run the Safe Children program, Staff Training
Program , which educates and trains all staff about policy company
and procedures and responsibilities answer they are in place work ,
will help dramatically in drop from exploitation child sex and sending
signal that type this person is not received as employee or customer
b. Multiple approaches for Hotel and staff Industry Journey no reported
because staff no convinced what to do conducted because lack of
training and knowledge or policy clear business about exploitation
sex in children . Practice staff in how method they must respond and
who should they report .
3.1.2 Marketing , Promotion and Ordering Agreement :
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a. Hotel and Industry Journey business should too state that they
support program “ Safe Children” and presents policy they about
exploitation sex on children on their website , terms in order and in
Theory advertisement together policy the others
b. Activity Marketing and Promotion must consider how and when
picture children used and whether this appropriate .
3.1.3 First Point of Staff Contact :
a. Receipt and point first contact staff must trained and know how react
when being approached by someone they suspect look for
description for get sex child or who enter the place effort they for
destination this . Is important that staff and management pushed for
report abuse child to the authorities . After all destination state
business is Becomes 'Safe Child'.
3.1.4 Staff - staff who organize Kids activities :
a. All staff activity child must trained with right , must have permission
certain ( if this is requirements law ) and below monitoring and
records police checked .
3.1.5 Agent supplier service addition :
a. Though many from working workers same with hotel and Industry
Journey no employee directly , they should also realize and know
Child Safe policy along with procedures and encouraged for
follow it . They can also Act as eyes and ears for business that ,
with report if they watching suspicious behavior from a customer
or client .
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3.1.6 Reporting Behavior Suspicious and Offensive :
a. Have Mechanism Reporting formalized as policies and procedures
company and follow it through . If the perpetrator no reported they
will go offend , encourage others in their ' network ' for To do the
same thing on and on use the place your efforts and reasons for
offend and care them .
3.1.7 Internet exchange and Computer Use :
a. Block all access to good porn internet sites in network Wifi or
connection cable and for no could accessible to guests or workers .
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9. SPEAK ENGLISH AT A BASIC OPERATIONAL LEVEL
Module “Speak English at a Basic Operational Level ” used in training based

purposeful competence _ for practice skills and improve knowledge and attitude of
Housekeeping – Public Area Cleaner on site work .
This module based on competency units that exist in the Standard Competence Work
National Indonesia (SKKNI) with unit code I.55HDR00.217.2 and ACSTP,CATC
D1.LAN.CL1.01 for Housekeeping – Public Area Cleaner and is a Core Competency Unit
that must be owned by Public Area Cleaners.

competencies .
UNIT DESCRIPTION
this unit related with knowledge , skills , and attitudes required by employees industry
related travel and tourism with speaking customers and colleagues English to get
communicate by verbal at level operational base . This cover conversation basic and
everyday like welcome guest , give regards farewell , and serve guest ok by stare advance
nor through phone ,this unit destined for candidate participant Public Area Cleaner
Unit Code : D1.LAN.CL1.01
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Element 1 : Answer question general through phone
Criteria :
1.1 Answer phone in set amount ringing ;
1.2 Give saying proper greeting for time day ;
1.3 Mention name and or name company ;
1.4 Use clear words ;
1.5 Setting needs guest ;
1.6 Asking needs guest .
Element 2 : Respond Request visitor
Criteria :
2.1 Confirm Request customer ;
2.2 Check availability order , if apply ;
2.3 Record request details guest and if need spell name and address ;
2.4 Confirming request details guest ;
2.5 Pronounce accept love and good luck stay with polite .
Element 3 : Making calling phone for handle booking
Criteria :
3.1 Identify self and purpose call ;
3.2 Ask about availability , time delivery and date and cost , as appropriate ;
3.3 Approve terms and conditions ;
3.4 Saying accept love to recipient and pronounce safe stay with polite .
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Element 4 : Handle complaint customer
Criteria :
4.1 Listening complaints ;
4.2 Knowing the details of the complaint ;
4.3 Responding complaint with and explain the process taken for handle with get deal
customer to process;
4.4 Taking action in in accordance limitation profession for complete complaints ;
4.5 Tell complaint to boss ;
4.6 Follow up complaint with complete all paper work .
Element 5 : Delivering complaint
Criteria :
5.1 Identify self and reason for call ;
5.2 Mention problem or the situation that occurs ;
5.3 Mention with calm how problem or situation can resolved .
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Element 1: Answer question general through phone is something activity what happened
dasar daily in place work , through calling phone make it easy worker or guests for could
communicate seara straight away . Phone is also close relation with organizing service
service .
Element this aim for give Skills communicate daily like method accept call , welcome guest
, give regards farewell and serve visitor good by stare advance nor through phone .
1.1 Answer phone in set amount ring
Determination standardization number of ringtones usually refers to:
a. Defined standard from policy company
b. Generally applied ringtone is as much as 3 times the ringtone . ( Let caller wait
too long will impact on things negative )
1.2 Give saying proper greeting for time day Pronunciation regards really important
:
a. Build trust / credibility our with caller
b. Create friendly atmosphere
c. For inform to visitor or colleagues , time local us .
Use benchmark as following :
a. Happy morning apply starting at 6.00 am until 11:59 a.m.
b. Good afternoon happens from 12.00 to 06.00 in the afternoon.
c. Happy night apply start sun sunset until approaching sun rise .
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1.3 Mention name and or name company
If you make call , introduce self with method polite and friendly . This thing push
opponent talk To do the same thing . Mention name and or name company in
accordance with standardization that has been set by the company .
a. Accept calling from in started with regards then mention name department you
, name you then offer help .
“ Good morning , housekeeping Budi speaking may assist you ? Accept calling
from outside as following ,
b. “ Good morning Marriot Hotel may I assist you ?"
1.4 Use clear words

Clear pronunciation is very important for effective communication . At the moment
communicate on the phone really important for a. say every word with clear
b. keep it up intonation , talk slowly as well as as clear as possible .
c. Could spell by effective
d. Listen whole talks
1.5 Set needs visitor

Things to do our take note or prepare in the process of setting needs visitor
a. Submit question for more knowing meaning from caller .
b. Listen whole talks visitor with carefully
c. Make notes
d. Always behave polite and friendly
e. The process of repeating words from Request visitor for avoid error
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1.6 Ask needs visitor
Apply question for get description addition ( make conclusion )
Question submitted for :
a. Look for information or ask Permission
b. Give instruction
c. Submit Request
Element 2 : Respond Request visitor
Listen by carefully talks phone really important because will impact straight to hope visitor
will what have he ask or order . Respond Request visitor through phone is also very
different implementation with face to face / communicate straight away .
2.1 Confirm Request customer
Confirm Request English speaking guest can be very different or even Becomes
difficult because not everyday language we , we no by direct face to face with guest
and also not see direct posture them .
For help our get information submitted by guests and also for guests to create
impression our get the message conveyed , the thing that is biased us do are :
a. Repeat the information we accept or note .
b. Speak if our already understand fully with Request or order visitor
2.2 Check availability order , if apply
Well in Fulfill Request visitor such as , cleaning room , addition goods facility rooms
and more . Information data that we collect from visitor really important . Pronunciation
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in English sometimes can be very confusing , during this process really important for
get all order or Request guest .
2.3 Record request details guest and if need spell name and address
one component main in give service to guest at the moment communicate with phone
is record whole information visitor in detail. Information the consist from :
Spelling Name, address , number phone and date by right and true . Take notes and
listen whole information visitor is key main in give service communicate with phone .
2.4 Confirm request details visitor talk .
After accept information details from visitor is obligation for confirm and repeat return
information and requests visitor for avoid error perception and will give impression
positive for guest .
2.5 Say accept love and good luck stay with polite
Things to do our focus on the moment close talks phone :
a. Thank you love to visitor
b. Say name and title
c. Offer other help that is our bias do
d. Pronunciation regards proper farewell
Element 3 : Make calling phone for handle message
Daily we are in business hospitality of course just no only guide our for only accept phone
but there is time our faced for To do calling phone out . Following a number of things
important as note .
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3.1 Identify self and purpose calling
At the moment To do calling phone important criteria for conducted is
a. Identify self our as do calling phone
b. Mention purpose and intent our To do calling phone the
c. The above help receiver phone for determine intent and purpose To
do calling telephone and also deliver atmosphere comfortable and
polite
3.2 Ask about availability , time delivery and date and cost accordingly .
Before our will make the order process or purchase , factors the on is part of the
process that must our ask or check and also factors that will confirmed by party
provider service or goods before confirmation process takes place or approval .
3.3 Agree terms and conditions
At the moment our To do booking product or service there is criteria standard from
provider product or service the like a. Giving deposit ( down payment )
b. Cost addition cost
c. Payment in advance
d. Time for delivery goods
3.4 Saying accept love to recipient and pronounce safe stay with polite .
Impressive process no so important and sometimes missed in its implementation .
Not many are aware that talks Closing can greatly affect the entire communication
process that has been occur or delivery process complaint in Thing this .
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Element 4 : Handle Complaint Customer
Business venture hotels that provide service field service of course just no miss from hope
visitor or consumer as asset most important . Hope visitor will vary greatly no only because
difference type visitor but point individual the hope will changed time after time . When we
as serving party visitor no consistent in presenting waiter the will impact happening
complaint guest .
Following a number of aspect important necessary our do for fix and finish complaint for
relationship our with visitor no Becomes bad .
4.1 Listening Complaint
Industry hotels , activities everyday no could denied will emergence something
complaint from guest . Handling process complaint could direct repair connection our
with visitor or on the contrary create connection negative with customer . Reaction
must first our conducted in handle complaint visitor is listen complaint with thorough
and detailed with the aim of for :
a. Clarifying information
b. Have equality will situation happened
c. Confirm events that have occur
At the moment face situation complaints , things that can be our do as complaining
party are :
a. hint to visitor that our understand right what happened and the situation
b. Offer solution base
c. Make conclusion from all complaint submitted
d. Ask sorry and
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e. Ask excuse me for umpteenth time ( p this really effective )
4.2 Knowing the details of the complaint
In handle complaint guest , really important for could hint to visitor that our Fulfill all
information submitted by guests and also respond complaint these , among others ,
by way :
a. Accept complaint that ( don't defend self though our understand that
complaint submitted is no absolute error from party us )
b. Sympathetic to visitor
c. Using languages that cause our impression listen complaints submitted .
d. Ask excuse me
4.3 Handling complaints and explain the process taken for handle with get deal
customer for the process.
To do action beginning or react with quick is one factor important for direct handle
complaint guest , will but when action beginning the no appropriate then what can
occur is make it worse initial state our try control and or even cause complaint
additional .
Choose the right words like state below :
a. I want addition towels in the room I now !!! ( Is there
besides the towel you want you add ? )
b. my room not yet cleaned until now !!!
( Is you install sign DND ?)
4.4 Taking action in accordance limitation profession for complete complaint When
trying relieve complaint or complete complaints , some things to do we
underline are :
a. Make sure our give solution to visitor
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b. Do not give promise if our no convinced with situation that will occur
c. If our no convinced for could complete complaint visitor certain , hurry up
make report to superior you to be processed more carry on
4.5 Tell complaint to superior
If you no convinced will could finish complaint visitor because limitation given authority
to you , as soon as possible report complaint visitor the to superior you by detailed
and also add information if already there is the steps you take .
( Giving authority to level worker at a company no will same )
4.6 Take action continue complaint with complete all paper work
When handling complaint visitor good we finish alone or our hand it over his authority
to other department or superior we will more good for our for complete a number of
profession paper work addition like the data below this is the aim none other than for
have something notes about things ever complained by future guests could our make
reference for no repeat the process that will cause happening same complaint or as
notes special for visitor certain to be customer us .
Element 5 : Delivering complaint
In part this will outlined part base in convey complaint so that could informed by detailed
and can received with good . Complaint could Becomes positive for the hotel industry for
start something plan repair
5.1 Identify self and reason for call
In this process things to do our do among others:
a. act polite and friendly
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b. Mention name you , company you work and mean and do calling phone
c. Speak with clear
d. Spell the words somewhat difficult if be spoken
5.2 Mention problem or situation happened
At the moment convey complaint , really important for convey all information by
detailed so that you can responded by the recipient complaint . At the moment convey
complaint things below is also appropriate outlined underline , such as :
a. Speak by slow and clear
b. Tell by detailed every problem and describe how does the process happen
complaint the
c. Describe word by word sequentially
d. Spell words correctly effective if required
5.3 Mention with calm how problem or bias situation resolved In a number of events
, many found guest delivering complaint without know by certain what are they
want or hope as the solution .
At the moment convey complaint , which must be conducted are :
a. Tell by detailed the whole process where happening complaint
b. Speak what can conducted for complete complaint the
c. Make sure previously our request apply character realistic and true could
granted .
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10. PROVIDE HOUSEKEEPING SERVICE TO GUEST
Module “Provide Housekeeping Service To Guests” used in training based purposeful
competence for practice skills and improve knowledge and attitude on- site housekeeping
/ Housekeeping employees work .
(SKKNI) with code I.55HDR00.010.2 and ACSTP,CATC / D1.HHK.CL3.01 for field tourism
employees .
UNIT DESCRIPTION :
this unit relate with provide housekeeping services for guest . this unit related with
knowledge , skills and attitudes required in provide housekeeping service for guest . this
unit apply for everyone who works in the field hospitality especially the Housekeeping
Department.
Unit Code : D1.HHK.CL3.01
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Element 1: Handle housekeeping request
Criteria:
1.1 Request handled with friendly and polite way in accordance with standard service
customer company and procedures security
1.2 Guest greeted with her name where if allow
1.3 Details Request confirmed and recorded
1.4 Where is the request arise because goods damaged moment implementation of room
service, then Request excuse me must done ;
1.5 Term time for Fulfill Request approved by the guest ;
1.6 Items requested placed immediately and delivered quick in period agreed time
1.7 Picked up items return in accordance period agreed time
1.8 Equipment arranged for visitor when required .
Element 2: Giving guest suggestions about Housekeeping supplies
Criteria :
2.1 Guest advised by polite about use correct equipment
2.2 Damage reported as soon as possible in accordance with procedure company and
when allow Settings alternative conducted for Fulfill needs guest
2.3 When allow time collection must agreed .
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Element 1: Handle housekeeping request
1.1 Request handled with friendly and polite way in accordance with standard
service customer company and procedures security .
1.1.1 Standard Excellent Service
All Request visitor must get handling excellent service . Excellent service to
customer is something obligation where visitor must served with nice and
friendly as well as polite in accordance standard service to guests and refers to
procedures that have been set company.Standard excellent service must cover
a number of Thing among them are :
a. Listening ( Listening )
Ability listen and analyze with careful what guests are talking about
especially about Request visitor the
b. Observing ( Observing )
Ability observe contents from talks guest at the moment talk and meet
face , we could dig information from tone of voice and language body
c. Thinking
Ability for process results from listening and observing for To do action
next so that the need visitor fulfilled
1.1.2 Type appropriate request with standard service company Service or service
appropriate request with standard is service addition completeness rooms that
don't available in room guests , but is facility for visitor or is service service
cleaning additional .
Employee or officer in charge Guest Loan Item requests are called Order
Takers, as follows is requirements from an Order taker, is :
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a. Already have experience in scope Housekeeping Department
b. work Master knowledge available products for visitor
c Dominate verbal skills in communicate with good to master language English
d Able to operate computer
e Have Skills administration f Have professional attitude that includes
hospitality , polite polite , responsible responsible , considerate and flexible
That thing on Required Required owned by the order taker officers , in order
to Fulfill hope visitor During stay at the hotel. Standard service addition
basically shared Becomes two part , there is allowed cost additional and
some are not worn cost same once , among
a. Type Request with cost addition
1) Preparation the place sleep addition
2) Preparation service nurturing child
b. Service without cost addition
1) Iron and board his
2) Adapter
3) Pillows and blankets
4) Hair Dryer
5) prayer rug
6) The place sleep baby
7) Chair wheel
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Although loan goods the no worn cost , but borrowed items have score high
economy , then company usually has set standard limit time loan , p this for
avoid risk damaged goods or lost .
1.2 Guest greeted with her name where if allow
1.2.1 Procedure greet with name visitor
Every Housekeeping employees are sued for can give excellent service
for every staying guests for satisfying heart visitor that .
one his is saying Greetings "Greeting" to every their guest see . This
thing very much important remember saying regards is the opening
medium from communication to guest.After our say greetings , then highly
recommended for employee for greet name ( if possible ) and
circumstances visitor such , for example : "Good morning Mr. John!
How are you today?”
After saying regards on so will happen interaction Among employees and
customers.some things to do noticed in Fulfill Request visitor among them
is :
a. Listen Request visitor
b. Ask if Request no clear
c. conform return Request visitor
d. Do it Request with quick
e. Identification requested item
f. Check condition goods
g.Arrange goods
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h.Send goods
i.Tell about loan the
j.Report loan
After learn details on It is hoped that every housekeeping officer can doing
his job with good and avoid complaints from visitor
1.2.2 Type type visitor
Based on goal our could share two visitor that is
a. Business Guest that is guests staying at the hotel and aiming for
business or work in a companies that have relate with hotel as the
place stay
b. Leisure Guest that is guests staying at the hotel and aiming for
traveling / traveling / having fun happy During his journey
Whereas from location geography our can differentiate Among visitor
Domestic (who are domiciled in Indonesia) and Abroad (who are domiciled
outside Indonesia )
1.3 Details Request confirmed and recorded
1.3.1 Procedure confirmation and recording Request visitor
For avoid things that are not wanted related with loan goods belongs to the
hotel, then registration process required administration.Process
administration this useful as ingredient search borrowed goods and as
means for confirm request guest .
Form used for administrative process the including :
a. Form Request Guest loan Item
b. Form loan goods

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c. Logbook
1.4 Where is the request arise because goods damaged moment implementation of
room service, then Request excuse me must done .
1.4.1 Damage level goods
one must - have abilities owned by a housekeeping attendant is ability to
observe desire every hotel guest . This thing really required specifically if the
hotel get complaint from guests who feel service services provided not yet
maximum . Following is level damage goods :
a. Broken : usually broken items seen damage to shape where is the
shape not in accordance again with beginning production
b. Cracked : damage usually happens to things that are made from
ingredient glass where there is cracked surface or broken
c. Schorced : Damage occur usually caused by fire or splash electricity
that makes part or whole goods scorched burnt
d. Out of Order : Damage on level this no could our detection because
no existence form physical that can differentiate Among damaged
goods or no , but no could used normally or damaged
1.4.2 Procedure application excuse me because requested item damaged
Convenience customer During be in the hotel is n't it only lies in availability facility
only rooms and hotels , but also the hospitality and ethics that are addressed to
customer moment interact , here is benefit from ethics communicate namely :
a. For increase familiarity Among employee with customer , atmosphere full
familiarity expected could expedite all related business with activity effort
b. Pleasant feeling customer so that expected later they will be loyal guest
against the hotel
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c. Gives a sense of touch emotional , where hotel guests will feel that herself
no foreign for stay in the hotel
d. Promotion from mouth to mouth , where guests who feel familiar with hotel
maid and feel satisfied from whole aspect service will promote the hotel to
his colleague
Persuade customer with good etiquette shown by each customer expected
capable for make customer loyal to products provided by Hotel management .
However sometimes constraint technical always just appear and things this no
could avoided , following is procedure application excuse me because requested
item broken :
a. Sorry , when our face to face with angry customer because requested item
no in accordance with what is he hope , then there is good our as the party
providing service Required for ask excuse me more formerly
b. Listen complaint customer , thing this is very useful because when
customer speak so our could understand how far are they complaints and
the extent of the damage that has been occur
c. observation , after our listen the complaint so Step next is a process of
observation where our can ask direct customer for showing where location
damage done
d. Replace with immediately , if items requested by guests is goods that
have a lot of stock so should our direct replace with new so that customer
no too disappointed and long wait
e. Make sure that visitor satisfied with service our with ask to visitor is there
is again Request next that they want
f. say accept love because although they complain Thing this is very good
input for enhancement service service
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1.5 Period time for Fulfill Request approved by guest
1.6 Items requested placed immediately and delivered quick in period time
that approved .
1.6.1 Procedure delivery and placing requested item in accordance with the
time that has been set
Handling Guest Loan Item service for guest basically _ could shared Becomes
two part that is delivery / delivery and return / collection of Guest Loan Items. As
for the procedure delivery / delivery of Guest Loan Items, is as following :
Delivery / delivery of Guest Loan Items :
a. Select and check Guest Loan Items in state clean and working with good
b. Recording Guest Loan Items and to and to who is the Guest Loan Item
sent .
c. Submit a Guest Loan Item and set it up placement with correct , inform to
visitor about method usage if required .
d. Collect form loan after signed guest and leave one sheet copy for visitor
e. Return copy form loan the to Housekeeping office (1 sheet for archive 1
sheet for Front Office)
f. Note to in Logbook for small guest loan items like facility for bathroom
only need noted delivery to in the logbook.
g. Take note procedures that have been set by company
1.7 Items picked up return in accordance period agreed time .
1.7.1 Return / pick up Guest Loan Items, if visitor still registered :
a. Confirm by telephone for knowing what is the Guest Loan Item has done
used by guests like ironing , hair Dryers, etc
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b. the guest Loan Item has done used by guests ask for permission to visitor
for take the Guest Loan Item . Do not forget take archive / copy form
yangg previously given to guest at the moment delivery
c. Return Guest Loan Items to warehouse and check is goods the still in
state good and keep it in the right place which is easy for reachable
d. Note return of Guest Loan items in the Log book
e. If Guest has go out leave room (Check Out) then take the guest loan item
from room visitor
f. Take note procedures that have been set by the company .
1.8 Equipment arranged for visitor when required .
1.8.1 Compilation goods for necessity visitor
Besides shipping and returns , yes things that do n't lost important his in gift
Guest Loan Item services , namely help visitor in arrange placement of Guest
Loan Items borrowed without damage convenience visitor moment be inside
room .
A number of equipment need prepared for visitor like the place sleep addition
, place sleep baby and table iron . So that guests permanent feel comfortable
is at in room although with addition of Guest Loan Items, then Housekeeping
officers must offer help for Settings placement borrowed equipment .
As for examples from Settings or placement equipment is as following :
a. The place sleep wheeled / place sleep baby
1) Put the place sleep and open the folds ,
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2) Customize location equipment if position troublesome visitor for
move with safe
3) Prepare the place sleep baby in accordance with standard that
has been set by company
b. Iron and table iron
1) put table iron , open fold and arrange with good .
2) Make sure that electricity available where guests want
3) Connect iron on the mains and keep it in the right place on the
table iron the
4) Inform to visitor method usage ironing and setting
Element 2: give guest suggestions about Housekeeping supplies
2.1 Guest advised by _ polite about use correct equipment There are several Guest
Loan Item deep equipment use need correct information from the housekeeping staff
. This thing need conducted for pay attention and prioritize safety guest .
2.1.1 Explanation to visitor about use equipment .
Communication etiquette in handling Request visitor is very important thing
noticed because concerning the attitude and behavior of the housekeeping
staff in give service . Following this is a number of ethics must communicate _
noticed among others:
a. Smile , say hello and greetings with use name guest ,
b. face to face face (Eye Contact)
c. speak with clear intonation _
d. use language good body , language body is communication non-
verbal that can visible and legible directly by the guest .
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A number of example from language body namely :
a. Showing currently think
b. Shows pleasure / sympathy / agree
c. Showing attitude no happy or antipathy
d. Showing attitude reject or astonishment
e. Showing attitude agree or accept offer
That thing on is something must no only for housekeeping staff but also for whole
hotel clerk
2.2 Damage reported as soon as possible in accordance with procedure company
and when allow Settings alternative conducted for Fulfill needs visitor
2.2.1 Procedure reporting about damage goods and alternatives replacement
Damage to facilities room and items borrowed _ visitor is frequent thing
happened at the hotel. Problem the always will delivered and forwarded to the
housekeeping Department in Thing this is an order taker for be prosecuted
continue .
Steps Handling of damaged items and must be prosecuted follow up by order
taker:
a. All information damage inside room / area is recorded in the order
taker log book, hours received information , number room , type
damage , sender goods that will lent and name receiving officer
information
b. Application excuse me must be delivered to customer
c. If equipment no working ( broken ) order taker immediately tell to part
engineering so soon repaired

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d. Besides notification direct to the engineering order taker must direct
complete a Work Order signed by the Executive Housekeeper or
officer authorized . Then the work order sent to engineering
department
e. Take note standard that has been set by the company
2.3 When allow time collection must agreed .
2.3.1 Determination time for return goods

Collection / collection borrowed items visitor could customized with room status
be :
a. Visitor still stay in hotel (Occupied), taking goods the must
knowledge and agreement Among guests and hotel staff . Condition
physical and function from borrowed items visitor must noticed
moment return . Where when occur damage / no it works goods the as
should be will Becomes not quite enough answer customer in
accordance with standard designated company _
b. Visitor has leave the hotel (Check Out), in principle handling taking
goods for customers who have leave the same hotel with customers
who are still was at the hotel, as for if occur damage or lost items
borrowed by guests , then stylist room must report to order taker officer
. Next reported to Supervisor and Executive Housekeeper as
appropriate with procedure company .
Things to be reference and attention for the order taker officer at the time
collection or taking borrowed items _ must permanent notice form borrowing
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and Log Book as has been described in the material previously ( Elements of
Competence1)
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11. CLEAN PUBLIC AREAS, FACILITY AND EQUIPMENT
Clean Public Areas, Facilities and Equipment ” module is used in the training based
targeted competence for practice skills and improve knowledge and attitude on- site
housekeeping / Housekeeping employees work .
(SKKNI) with code I.55HDR00.011.2 and ACSTP,CATC / D1.HHK.CL3.02 for field tourism
employees .
UNIT DESCRIPTION
this unit relate with cleanliness location /area and equipment used in the hotel world
especially housekeeping. This module cover method method cleaning location /area and
method use a number of tools used in daily housekeeping and storage in the warehouse .
this unit apply for everyone who works in the field hospitality especially the Housekeeping
Department
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Element 1 : Selecting and styling equipment
Criteria :
1.1 Equipment chosen in accordance with type cleaning carried out ;
1.2 Whole equipment checked and security condition work before used ;
1.3 Cleaning tools and materials suitable chemistry selected and prepared in accordance
with requirements factory and related health and safety with work ;
1.4 When need , clothes protector selected and used .
Element 2 : Clean dry and wet areas
2.1 Areas to be cleaned prepared and clean from danger ;
2.2 When appropriate , work area given sign for reduce risk to colleagues and customers ;
2.3 Material correct chemistry chosen for a certain area and use in accordance with
procedure safety ;
2.4 Equipment used by proper
2.5 Garbage and leftovers ingredient chemical thrown away in accordance with
requirements safe and healthy environment .
Element 3 : Keeping and saving equipment cleaners and ingredients chemical
Criteria:
3.1 Equipment cleaned after used in accordance with instructions factory
3.2 Treatment routine held in accordance with procedure company
3.3 Error identified by correct and reported in accordance with procedure company
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3.4 Equipment stored in an area that has been set and in condition ready worn back
3.5 Material chemical saved in accordance with requirements health and safety .
Element 1: Selecting and Organizing Equipment
Public Area Section ( public area section ) has Duty tree for guard cleanliness
, tidiness , beauty , and comfort the entire area of the hotel , both outside
building as well as in hotel building , including places for employee except room
guest and kitchen ( kitchen ).
1.1 Equipment chosen in accordance with type cleaning done
Cleanliness , beauty , and comfort in all areas of the hotel are very coveted thing , no
only by hotel guests , but also by employees Thing the no could realized by the hotel
management , then Thing this cause impression bad for visitor hotel.Already is Duty
housekeeping department for permanent guard cleanliness throughout the common
areas inside hotel.For that competence housekeeping officers , especially public area
attendants ( cleaners ) in doing duties and responsibilities the answer Becomes Thing
main.Necessary things get attention by officers maid before doing cleanliness is
election tool cleaners, both automatic as well as the appropriate manual with technique
cleaning that will applied by the object to be cleaned .
1.1.1 Selection of Cleaning Equipment and Cleaning Material
Before choose tool cleaner for used in the process of cleaning , a
maid must can identify whole equipment and functions and each
equipment these, namely :
a. Cleaning Equipment ( equipment cleaner Makinal / Automated ) of them
are :
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1) Rotary/floor machine , used for clean and shine floor hard, for example
terraces , marble , granite and also floors made of from wood
2) Shampooing Machine , used for brushing, washing floor rug / carpet
3) Dry vacuum cleaner, used for suck dust, dirt dirt small and dry on the
surface floor.With available sucker ,tool this could used on the surface
floor , carpet , wood , sofa wall and others
4) Combined dry and wet vacuum cleaner, tool this often It is called a
multipurpose vacuum cleaner because it can be used on the spot dry or
in a wet place
5) Carpet extractor , tools this is tool hair carpet
6) Carpet Blower , used for dry carpets and can also be used on surfaces
that floor wet .
b. Cleaning material ( Manual cleaning tool / not automaton ), including are

:
1) Group broom ( broom / sweeper ) consists of from the floor broom,

garden broom ( broom ) stick ), ceiling broom .
2) Group brush (brush) consists of from floor brush hand brush, toilet
bowl brush ( brush latrine ).
3) Group flax (linen) consists of from : dust cloth ( dust cloth made of
from ingredient flannel ), glass cloth, cotton cloth
4) Group tool containers (containers) including : dustpan / squeaker ,
bottle sprayer ( bottle ) spray for receptacle ingredient chemical ),
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mopping trolley ( used for mopping ) equipped with buckets and tools
blackmailer mop , waste basket ( basket garbage ), water scoop ( dipper
5) Group tool supporter ( supporting ) and
protector ( protecting ), including consist from :
a) Support tools : extra stick ( for reach high areas ), step ladder ( stairs
), gondola ( tools ) help for part outside building ).
b) Protective Equipment : hand gloves hand rubber ), mask( tool
Closing mouth and nose ), safety belt ( belt safety ), safety shoes (
shoes ) protector ), wear pack ( protective clothing workers )
1.2 Whole equipment checked and security condition work before used
1.2.1 Check condition of cleaning equipment and cleaning materials Inspection
condition cleaning equipment conducted before use safety equipment to
employees and guests is factor main must noticed . This is due to because
equipment driven with power electricity with enough watts big so that risk stung
current electricity every moment could happen . Even on during the
warehousing process all cleaning equipment has checked , officer maid
permanent must check equipment increasingly will used for avoid risk that ,
following this is steps inspection equipment namely :
a. Cleaning equipment
1) Rotary/floor machine :
a) Check on and off handle switch function
b) Check don't until there is leak in tank placement ingredient cleaner

( solution tank)
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c) Check the engine body ( machine body )
d) Check lever machine body lock
e) Check function Pad Holder and holes locking pad holder that will
used
f) Check cable and plug, don't until there is coating scuffed / damaged
cable
2) Vacuum Cleaners
a) Check function switch on and off
b) Check the vacuum cleaner machine body
c) Check dustbag ( container dust ): no until there is leak in dustbag
d) Check the dust filter found on the in the vacuum cleaner
e) Check key cover (cover) vacuum cleaner
f) Check cable electricity and plug , don't until there is coating scuffed /
damaged cable
If found there is one components of cleaning equipment that do not
working / broken so quick report to housekeeping orders
taker,for next make a work order
b. Cleaning materials
Basically inspection cleaning materials ( tools manual cleaner ) no as complex
with inspection cleaning equipment , where on inspection In this case, emphasis
is placed on the function of tool that . Following this is steps check equipment
cleaner among them are :
a. Brush and broom
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1) Check on brush focus on function brush and handle brush ( what when
exists )
2) Check on the broom focused on completeness the fibers found on the
broom and its handle ; rags and mops , make sure in dry , clean and not
torn .
b. container
1) Buckets , baskets trash and dustpan; make sure equipment the no leak,
tear or broke . Make sure no there is damage to the handle dipper and
dustpan .
2) Bottle spray , make sure bottle no leaks and tools spray / spray it
working with good .
Election equipment the right cleaner in condition very good tool help
performance officer maid in operate his job cleaning common areas .
1.3 Cleaning tools and materials suitable chemistry selected and prepared in
accordance with requirements factory and related health and safety with
profession
In doing his job a maid must have related knowledge with ingredient cleaner that will
used in clean something object . As for ingredients cleaner is non- chemical ( water)
and useful chemicals as cleaner with function for help with the cleaning process .
1.3.1 Knowledge about ingredient chemical cleaner
In election ingredient chemical the cleaner used in cleaning at the hotel, must
notice terms among them are :
a. Not poisonous
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b. Not corrosive
c. Not curdle and not dusty
d. Stable during storage
e. Easy late with perfect
Moment this a number of producer product ingredient cleaner also added other
components in ingredient cleaner, like ingredient fragrances and ingredients
murderer germs, Here this ingredient cleaner along with each function among
them are :
1) Water , used good used for cleaning or mixed with ingredient cleaner
other must clear , no colored , no smells of water and has low hardness
2) Detergent , ingredient this could shaped liquid , cream , stick and
powder with details smooth and rough and often used is liquid and
powder . Detergent could used for cleaning object with ingredient basic
vinyl, plastic , ceramic , metal, porcelain found in the hotel area. As for
for detergent powder with details rough , (abrasive) used on objects with
heavy dirt such as in wash basins, bath tubs, walls bathroom and
originating materials from ceramics.
3) Acid , -shaped liquid where ingredient cleaner this character acid . maid
must really knowing method use ingredient this because could damage
object to be cleaned ;
4) Ammonia , shaped liquid and crystal, have distinctive and strong odor
and not color , use ingredient this must mixed with water, type dirt that
can cleaned is like fat dirt that sticks to the surface glass ;
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5) multi-purpose cleaner , shaped liquid and slightly thick , because that
ingredient this must mixed with water.
A number of product from ingredient multi-purpose this could used for
clean wash basin, bath tub and equipment other bathroom _ until glass
and floor in something product
6) Cleaner metal ( metal cleaner ), material this could pasta or _
liquid.Function from ingredient cleaner metal is for remove used
fingerprint fingers , dust and dirt that have been attached to metal so
that surface metal Becomes dull a number of ingredient cleaner this
have abrasive properties and recommended for be careful when use
ingredient This is because will damage object other than metal
7) Sealers , shaped ingredient liquid.Ingredient this no only working for
coat the pores on the floor hard or floor wood but also for guard surface
floor original from hard impact / scratches .
8) Polisher , material this often found in form liquid dancream /
paste.Function from ingredient this is as ingredient gloss on object
cleaner made from ingredient base wood , metal, leather and flooring ;
9) Strippers b shaped liquid, on basic part big the floor in the hotel is
covered with polish floor (floor polish). For lift layer polish that has been
dull on the surface floor working strippers are needed for lift as well as
destroy metal look power contained in the coating polish the
10) Remover odors ( deodorizers ) or refreshment room, function for
remove bad smell delicious inside room ;
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11) Disinfectant , ingredients cleaner this shaped liquid and working for kill
germs and bacteria.Usually ingredient this used in the room area
shower, toilet and in the room the place processing food
Basically on the market found many kinds of ingredient cleaner, for that
in the election ingredient cleaner must noticed is function main and way
use ingredient cleaner that, so that election ingredient the right cleaner
will influence results work and efficiency time a Cleaner .
1.4 When need , clothes protector selected and used
1.4.1 Procedure use clothes protector
one effort company in skeleton give protection power work at the time doing
profession is with method Give tool protector self (PPE) to power work . In
the hotel area, potential as source risk specifically to safety or health always
will found among others in the form of :
a. Factor physical , in the form of noise lighting radiation vibration
temperature and dust
b. Factor chemistry , in the form of vapor flue gas solvent metal weight
and
c. Ergonomic aspects , in the form of design building attitude and way
Work
As for the conditions from tool protector self to be effective in in its use and
maintenance as following :
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a. Protective Equipment self must capable give protection effective on
workers on potency dangers encountered on the spot Work
b. Protective Equipment self have frequent weight maybe, that
comfortable used and not burden addition for the wearer
c. Form enough interesting, so worker no embarrassed wear it
d. Not cause disturbance to the wearer good because type the danger nor
convenience in usage easy for worn released return
e. Not disturb sight, hearing and breathing as well as disturbance health

other on time worn in quite a long time
f. Easy stored and maintained at the time used
g. Protective Equipment chosen self must in accordance set standard
Based on Thing that, tool protector self could defined asvarious type useful tool
for protect employee in To do work that functions for isolate body power work
from potency danger on the spot work .
Reviewed from function a number of types of PPE that often used by a maid
among other :
a. Protective Equipment head (helmet ), Protection head made of from
strong , sturdy material but light stand to impact , puncture, fire, water
and electricity voltage low nor high , protective head could combined
with closed ear .
b. Protective Equipment breathing ( respiratory protection ) or often called
mask, is tool protector breathing used for protect breathing from risk
exposure to gases from ingredient chemicals used at the time cleaning
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c. protective equipment ( safety shoes ) shoes worn for protect feet
from possibility hit object object heavy caught metal liquid and exposed
object sharp
d. Protective Equipment hand ( hand glove ) hand protector in use as
protector skin hand in handle substance corrosive to skin ( acid ) sulfate
sour chloride ) and areas of trust is a growing area development
bacteria and or germs
e. Belt safety ( safety belt) as tool protector yourself at the moment clean
tall object
f. Clothes Protector as tool protector self could protect body power Work
from influence heat, ionizing radiation and liquids ingredient
chemistry.Clothing protector could in the form of an apron that covers
part from body that is from chest to knees and overalls that cover whole
body In carry out profession employee the housekeeping department is
required for could guard safety and health work from potential and
factors dangers that can cause accident work and illness consequence
from her job .
Element 2: Clean dry and wet areas
2.1 Area to be cleaned prepared and clean from danger
2.2 When according to work area given sign for reduce risk to colleagues and
customers
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Doing procedure cleaning in hotel public areas is necessary notice ingredient from
object to be cleaned origin and cause dirty and level filth, as well application technique
proper cleaning for avoid error usage tools and materials so that the results obtained
will maximum
2.2.1 Identification of work area
Common areas along with the components in it is a work area from a common
area maid could shared Becomes two (2) , namely the area that is inside
buildings and areas outside _hotel buildings , namely :
a. In building including :
1) Lobby area
2) Food and beverage outlets
3) Office
4) Drug Store
5) Business center
6) Elevator
7) Meeting room
8) function hall
9) Public rest room
10) Corridor , salasar , mezzanine
11) fitness center
12) Employee area
13) Shopping arcade
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b. Outside buildings , including :
1) Parking area
2) swimming pool
3) tennis court
4) Playground
5) Garden
After the area to be cleaned has identified with ok, next officer maid before doing
cleaning must install sign (sign board) of the cleaning process . As for the sign
board that often use in public areas among them are :
a) Wet floor sign , used when carry out the cleaning process floor
b) Cleaning process sign , used when maid hold a process cleaning with
duration long time usually for the general cleaning process.
c) safety cones, used together with the safety chain or safety line as sign
barrier to the cleaning area
d) post line, used for limit the area being cleaning process is carried out
The above signboard useful for hotel guests and employees to avoid all type
risk from impact cleaning that, like slip , fall tools, spills ingredient cleaners and
so on .
2.3 Ingredient correct chemistry chosen for a certain area and use in accordance
with procedure safety
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2.4 Equipment used by Correct
Election materials and tools cleaner that will used by a maid must customized with
timetable cleaning and technique cleaning that will applied to the object to be
cleaned
2.4.1 Schedule Cleaning
For make it easy cleaning and keeping an area clean awake cleanliness, then
need existence scheduling in implementation the cleaning . Timetable
cleaning for common areas can be classified in accordance with ingredient
from object to be cleaned and level his filth. As for timetable cleaning could
shared be :
a. Routine / daily
b. Weekly
c. Quarter
d. Semester
Timetable cleaning above could customized if there is object that requires
attention special although not yet time for cleaned .
2.4.2 Application of Cleaning Techniques
Type cleaning normal more known with name technique cleaning ( cleaning
technique ). Application technique cleaning on one object will different with
object other . This thing caused by material base from object and level filth and
or the stains from object to be cleaned the following is technique cleaning
based on object to be cleaned among them are :
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a. Furniture made from wood (furniture)
1) Dusting, cleaning furniture with level dirty low ( dust ) with use cloth
which have texture soft.Cleaning this conducted by routine on the
surface of the furniture
2) Damp dusting , cleaning furniture with level dirty middle and high with
use cloth from cotton cloth (cotton cloth) moistened.Cleaning this
conducted by periodically and or if there is spots, blemishes or thick dust
on the surface of the furniture
3) polishing, furniture polishing is done if color varnish / polyester on the
surface of the furniture already dull . The tools used is cotton cloth for
flatten polish, cotton cloth for the process of polishing and materials for
the shine is polish wood (wood polish), so that the gloss on the surface
of the furniture remains awake so profession this conducted by
periodically
b. Glass and mirror
1) Glass dusting , technique cleaning this applied surface size glass /
mirror small or surface size glass / mirror currently until big on top
surface there is stain, technique this applied with use glass cloth
equipment with ingredient the included glass cleaner into the bottle
spray ( bottle sprayer ).
For size glass / mirror small, technique this applied by routine
2) Glass wiping, technique cleaning this applied surface size glass / mirror
currently or big.Technique this applied by routine on the surface glass
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or mirror with use equipment glass wiper, glass squeezee , cotton cloth
, bottle spray and material the cleaner is glass cleaner .
c. Floor (floor)
1) Sweeping, is technique applied cleaning by routine for surface
floor.Technique this aim for remove shit that doesn't attached to the floor
like sand, garbage etc. Cleaning technique this no need ingredient
cleaner as for tool the cleaner used that is broom
(floor broom ), dustpan ( dustpan ) and basket waste ( waste basket )
2) Mopping, so that the floor clean from dust and free from stain light and
germ so after the sweeping process next with a mopping process (
mopping ) with use mop ). Cleaning tools needed is stick and mop yarn
, buckets ( bucket ) many hotels have provide mop trolley for employees.
As for ingredient cleaners used in engineering cleaning This is water
and floor cleaner . On moment mix water and floor cleaner , pay
attention instruction use contained in the container floor cleaner
3) brushing floor, technique this applied to the surface floor with level high
dirt ( there are spots or stain ). Cleaning technique this could conducted
with manual way or increasingly . As for ingredients the cleaner used
for brushing floor are water, floor cleaner and materials containing HCL
for remove spots .
a) Cleaning tools increasingly used for the floor brushing process is
rotary floor machine , pad holder, brush pad, and wet vacuum cleaner
Usage manual tool for support cleaning the is brush hand ( hand
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brush ), kape ( spatula / putty knife ) tool for pushing water (floor
squeezee ) and gloves hand rubber ( hand glove) .
b) As for tools cleaners used in cleaning manual is besides tool the
support manual mentioned above is added with tool brush floor
stemmed ( floor brush ) and tools container (bucket).
At the moment carry out technique cleaning this don't forget install
the sign board and pay attention instruction use ingredient chemical
react chemistry .
4) Scrubing / stripping , technique cleaning this for for the floor that has
been undergoes a polishing / crystallization process , where polished
surface already blurry and or there is many scratch . Destination from
technique cleaning this is for lift layer polish on the surface floor .
Basically equipment used in engineering scrubbing / stripping the
same with brushing floor the difference found in the use of a scrub pad
ingredient the cleanser used is water and stripper material pay attention
composition mix water with stripper material
5) Polishing , after surface the floor is scrubbing / stripping then step next
is carry out the process of polishing the floor ( shining ). Materials used
in this process is with give sealer on the surface working floor for coat
the pores is on the floor hard or floor wood and care surface floor
original from enough scratches hard . For avoid surface floor from
scratches direct from heavy things and hard, usually a sealer is applied
to the surface floor at least two (2) layers.If sealer layer has been dry so
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on layer sealer given working polisher layer for polish surface floor , if
polisher has dry so polishing process is carried out .
The tools used in this polishing process are :
a) Rotary Machine
b) Pad Holder
c) Buffing Pad
d) bucket
e) Fool Set
6) Shampooing , cleaning coated floor with carpet is cleaning with level
enough trouble height, thing this because nature from easy carpet
wrinkled and have fur on its surface.Tools prepared cleaner for carry
out the cleaning process this, are :
a) dry vacuum cleaner for clean dust , dirt on the surface carpet
before the carpet shampooing process,
b) rotary machine
c) pad holder and
d) shampooing pad useful for washing surface carpet ,
e) wet vacuum cleaner for suck shampooing liquid on the carpet
So that the drying process carpet maximum so needed tool
dryer carpet ( carpet blower ), if carpet has dry , use a dry
vacuum cleaner to enforce hair on the carpet . Ingredient the
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cleaner used in implementation technique cleaning this is
carpet shampoo and warm water, pay attention instruction use
at the moment will mix ingredient cleaner that . If there is stains
on the surface carpet so needed tool cleaner support like brush
hand ( hand brush ) and tools container like dipper (water
scoop) and ingredients remover stain in the form of a pre-
spotter carpet. Do not forget notice instruction use ingredient
remover stain because will impact on color and surface carpet .
7) Metal Polishing , cleaning surface made of stainless steel, tools Cleaner
needed for clean stainless steel material is cotton cloth and tools the
holder in the form of bottle spray . As for ingredients Cleaner needed is
stainless steel cleaner and polish.Parti ingredient cleaner this contain
acid (acid). For that more recommended for use ingredient it's in place
open
In doing cleaning like above a steward clean will use ingredient
cleaners that have element chemistry.For that must noticed when use
ingredient chemical so that avoid from impact , which must be noticed
among them are :
a) Read and follow instruction use indicated on the packaging
label
b) Make sure receptacle not leaking and damaged
c) If necessary , use protective equipment Self (PPE)
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d) Multi-purpose cleaner in general thick and mixable with
appropriate water needs cleaning :
Do not mix alone materials cleaner chemistry that doesn't in
accordance with instruction factory.Application technique
cleaning above , is base from technique existing cleaning .
Development on one technique cleaning always occur in
accordance with condition ingredient from object to be
cleared,level dirty , tools, and ingredient cleaner used .
requirements safe and healthy environment
2.5.1 Procedure sorting and disposal trash and leftovers ingredient
chemistry
a. Rubbish
Trash basically is something wasted material or thrown away from
something source activity man as well as natural processes that do
not have score economy, even could have score negative economy
because in handling good for throw away or clean it up need sufficient
cost big .
Existence trash in the work area in large amount if no quick thrown
away so will cause disruption and impact to environment good
impact to component physique chemistry ( water and air quality ) and
health environment, for that a maid after work must quick throw away
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waste in the work area . Before trash is thrown away more formerly
must more formerly selected and sorted , don't forget use sarong
hand rubber for guard cleanliness hand . sorting rubbish could in the
form of :
1) Rubbish wet remainder processing food , containing
organic elements that have nature easy decompose and
decompose ( garbage )
2) Rubbish dry which contains organic elements rot , no
easy unravel and not easy contains water
After rubbish selected and sorted next entered into the
pocket plastic ( trash bag ) for next entered to in the drain
pipe trash ( trash chute) or thrown away in accordance
with standard that has been set by the company .
b. Remainder ingredient chemical
After the cleaning process finished , then one Duty cleaning is secure
remainder remainder ingredient cleanser that contains element
chemistry.Security remainder ingredient cleaner could in the form of
storage return or thrown away in a place that has been set by
company .
Element 3: Keeping and saving equipment cleaners and ingredients chemistry .
3.1 Equipment is cleaned after use in accordance with factory industry
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3.3 Error in identification by correct and reported in accordance with procedure
company
After doing activity cleaning , a cleaning is also required for have Skills for doing tasks
in Thing maintain cleaner Machine and equipment manual cleaner used after cleaning
process ends .
3.3.1 Cleaning , maintenance and reporting tool broken cleaner Maintenance

tool cleaner conducted with method cleaned and is one of the step from
care routine to tools cleaner . Basically cleaning and maintenance tools
cleaner in share Becomes tool Makinal and manual tools . Following
this is step steps and cleaning and maintenance tool tool cleaner
including :
a. Rotary / Floor machine
1) unplug cable from Genre electricity
2) open cleaning pad ( Brushing pad etc. ) attached to the pad

holder
3) let go pad holder / pad driver from the machine body
4) wash pad and pad holder with use clean water , if required Use
detergent , next rinsed and dried
5) wash and rinse tank and dry it , make sure no there is remainder
remainder ingredient cleaner in tank the
6) clean up handle / stand and box existing electricity _ with use

cotton cloth
7) clean machine body from remainder remainder ingredient

cleaner with use damp cotton cloth
8) clean up whole cable with use damp cotton cloth ,
9) check don't until there is isolation wrapping chipped cable _
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10) check is wheel still working with good or no
11) If found points (8 and 9 ) damage to the cable or wheel no
working with good so quick report to housekeeping order taker
for made maintenance / work orders goto maintenance
b. Vacuum Cleaner
2) open Closing (Cover) vacuum cleaner , take it out pocket dust
(dust bag ) for dry vacuum cleaner , for wet vacuum cleaner
step cleaning next to number (5)
3) clean up the dirt in the dust bag, do n't forget use a mask:
4) clean dust filter , dust filter be on top of the engine vacuum
cleaner , if need dust filter can be washed
5) clean up part inside and outside vacuum cleaners , if required
cleaning could conducted with use damp cotton cloth
6) clean the rubber pipe and clean the pipe made of of stainless
steel. Required cleaning could conducted with use damp cotton
cloth
7) reinstall the dust filter ( in state dry ) , dust bag, cover, hose,
metal pipe and sucker
8) check don't until there is isolation wrapping chipped cable
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c. Manual cleaning tool
1) linen is collected and delivered to laundry /laundry for washing
process
2) Made from sponge and rubber foam in washing with use
detergent rinse and dry
3) Brush and broom , bristle and fibers broom must cleaned from
sticky dirt
4) Container (container ), dipper ( water scoop ) bucket, bottle
spray , empty from remainder ingredient cleaner for next
washed , drained and dried .
Guard cleanliness cleaning equipment and cleaning materials
is very important thing , no just so that the equipment the ready
use but also impact cleanliness warehouse and can extend
age equipment .
3.5 Materials chemical saved in accordance with requirements health and safety
Whole cleaned equipment along with remainder ingredient cleaners are placed
somewhere warehouse that has set by the company . Storage warehouse have
function so that all equipment and materials cleaner ready use cared for and
protected no only that , with save it tools and materials cleaners in the warehouse ,
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housekeeping staff with easy could inventory amount equipment , volume and type
ingredient cleaner in skeleton operational cleaning a day day .
3.5.1 Procedure storage equipment and materials chemical cleaner
Warehousing tools and materials cleaning always will adhere to
principle grouping based on type from function tools and materials
cleaner that . Basically whole tool cleaner before used must on
condition dry and clean, here this warehousing tools and materials
cleaners , including are :
a. Cleaning tools increasingly / automatic
1) Rotary / Floor Machine
a) all component machine , such as , solution tank, pad holder in
condition clean and dry , wrapped cable on machine contact stop
condition must in state good
b) Do not install pad holder or cleaning pad on the rotary machine at
the moment used
c) Store the pad holder and cleaning pad in the appropriate place /
shelf determined
d) This tool enough weight , for that should place machine this is in
part side / side edge warehouse
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2) Vacuum Cleaners
a) make sure all the components contained in the vacuum cleaner

have been installed with good and right such as filters , dust bags
and covers
b) convoluted cable on machine contact stop condition must in state

good
c) Hose pipe and schuke r in place _ or shelf already _ determined
d) place machine on the side / side edge warehouse
b. Manual cleaning tool
1) Group brush : position end brush be on top or hang . Group broom

position palm fiber is at on or broom can be hung
2) Group linen / linen : all lena folded and the arrangement is adjusted
with ingredient base from lena that , as for for mop (mop) paired
back to the stick , the mop could hanged or propped up in a place
that has been determined with end mop is in on
3) Containers / tools container
a) Bottle spray : set with bottle spray other
b) Dipper : arranged together dipper other in state face down
c) Bucket: arranged together another bucket

in state face down
c. Ingredient cleaner storage return remainder ingredient cleaner could

conducted with way :
1) Enter into the labeled container
2) Remainder ingredient cleaner already have reaction low

chemical and no easy burnt
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3) Receptacle does not leak and has good cover
4) Do not mix remainder cleaners that don't kind of into the same
container
5) Take note procedures that have been set by company
Remainder ingredient cleanser that contains element chemical
what when not handled with Correct could cause various type
danger between fire and contamination air especially in place
room storage / warehouse to be endanger housekeeping staff .
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12. PROVIDE A LOST AND FOUND FACILITY
Module “Provide a Lost and Found Facility ” used in training based purposeful competence
for practice skills and improve knowledge and attitude of Housekeeping Public Area
Cleaner on site work .
This module based on competency units that exist in the Standard Competence Work
National Indonesia (SKKNI) with unit code I.55HDR00.243.2 and ACSTP,CATC unit code
D1.HSS.CL4.09 for Housekeeping – Public Area Cleaner and is a Core Competency
Unit that must be owned by Public Area Cleaners.
order to meet the condition from existing competency units and participants reach
expected competencies .
UNIT DESCRIPTION
This unit relate with provide facility loss and discovery goods .this unit related with
knowledge , skills and attitudes required in provide facility loss and discovery goods . this
unit apply for everyone who works in the field hospitality especially the Housekeeping
Department.
Unit Code : D1.HSS.CL4.09
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Element 1: Provide facility loss and discovery goods
Criteria:
1.1 Name of the lost item and or found .
1.2 Identifying the Discovery Location goods
1.3 Develop policies and procedures discovery and loss goods
1.4 Identify requirements lost item or found in accordance rule applicable company
1.5 Inform location and function handling Lost & Found to guest and staff
1.6 Establish a list of Lost & Found items.
Element 2: Deal with goods lost and found
Criteria:
2.1 Items findings checked in detail for security and legality as well as conducted action
2.2 Items findings recorded in the Find and Loss List goods
2.3 Report goods findings
2.4 Items findings given Lost & Found Tags;
2.5 Save goods in accordance rules
2.6 When is known Owner goods notified
2.7 Responsible staff answer given information for facilitate the return process in
accordance rule company .
Element 3: Handle claim for lost item
Criteria:
3.1 Help prosecutor for identify the lost item
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3.2 Verification claim ownership goods
3.3 Identification owner
3.4 Lost & Found List equipped
3.5 Help owner goods from abroad or other areas that claim goods .
Element 4: Handle Goods guests who don't claimed
Criteria:
4.1 Handling goods guests who don't claimed in accordance policy company
4.2 Handling goods guests who don't proclaimed in accordance rule applicable law
4.3 Delete goods from storage , complete movement data and disposal goods .
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Element 1 : Provide facility loss and discovery goods
1.1 Name of the lost item and or found
1.1.1 Identity Type Items and Locations of lost and found items Goods visitor or
goods whoever is lost and found called goods Goods lost and found .
a. Goods is lost
Lost item is items reported by guests / customers who have lost , in
many case goods
goods this left in a room , forget , or stolen .
b. Items found
Items found is items found by other staff / guests / customers and handed
over to staff place . Very possible lost and found items in the same time
. One item at the same time , both lost and found items . It possible has
identified as lost by guest while those who have found and submitted by
staff who concerned .
At the hotel facilities service goods lost and found the is part not quite
enough responsible for housekeeping ( Housekeeping ) structure duties
and responsibilities answer this owned by a Housekeeping
Administrators.
Housekeeping Section usually as responsible place answer manage
goods lost and found because many found items in the room guest by
Tata Graha employee , There is restricted access to the HK office so
items are safe from theft.
Type Goods lost and found generally shared into 3 groups namely :
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a. Goods Valuable ( Valuability items) Have a high Price/Value (
letter precious , jewelry , tool electronics , money etc. ) usually
stored by the FO in the safety deposit box in the FO inside
period 1 year time or in accordance hotel rules .
b. No goods valuable ( Non-valuable items) for example clothes,
books , shoes , guitars , bags and others stored in the cupboard
The place storage lost and found items in housekeeping by date
/ month discovery . Saved in period time about 3-6 months .
c. Goods easy damaged (Based on perishability). That is easy

stuff broken , Saved in time not enough more than 2 times 24
hours ( for drink alcohol can more ). Example : food , drink .
If more from period specified time _ visitor no take goods that
, then will Becomes right belongs to the inventor .
A number of place / company that owns facility goods lost and

found that is
1) Hotel
2) Motel
3) Facility catering sales
4) The place convention
5) Casino
6) Clubs
7) Restaurant
8) Resort
9) amusement park
10) The place tour
11) Accommodation backpacker
12) Room and breakfast
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13) romance
14) Villas.
1.2 Identifying the Discovery Location Goods

1.2.1 Identify location invention goods . ( Item processing location lost and
found )
a. The place Accommodation
In hotels and accommodation other by whole Goods lost and found in
general entered into the department
Housekeeping ( Room Division ).
By physical area of goods lost and found usually is at in the office Executive
Housekeeper or for invention more stuff valuable in the a certain area such
as linen, room sleep , bathroom or fall on carpet .
In the situation this there is two reason main , namely :
1) Some items found by Housekeeping staff and or discovered
by guest next stay in the room that became the place goods
lost and found .
a) Many items found almost no once claimed
by the guest in question , possibly because
visitor the no feel lost goods or leave goods
that has been found , or even visitor the on
purpose leave goods the because no want
goods the or want to thrown away .
2) The housekeeping office is a limited area and in general no
the area passed by the guest . This could allow
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enhancement security and safety for goods no too safe in a
few other areas like room storage goods . It is also possible
depending on the size and layout of the possible area
located at:
a) Manager 's Office
b) Front Office / Reception
c) Middle of the office or close by with office
somebody
Other Types of Companies

Something possible accommodation _have facility goods lost and found is
at on :
a. Sales counter area ticket
b. On location service guests in the garden entertainment that has
a the office also provides service other such as :
1) Help First
2) Facility room special baby
3) changing room
4) Rent equipment .
1.3 Develop Policies and Procedures Finding and Losing goods .

1.3.1. Policies and Procedures Handling Lost and Found
Goods
All company offer facilities special goods lost and found that has been
developed with policies and procedures for driving doing service goods lost
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and found . This thing important understood for every applicable policies and
procedures in place work .
this part identify and explain various policies and procedures goods lost and
found .
a. Policies and procedures Goods lost and found .
Policies and procedures goods lost and found in place work Required run
through one or more from Thing following this :
1) Moment induction and orientation supervisor will telling you you
about what happened and where information supporters .
2) As a Staff – A parts that include goods lost and found .
3) Intranet place – company big will give intranet facilities that will
allow could access to all policies and procedures .
4) Condition the place work includes :
5) Information poster
6) pointer direction show to location goods lost and found
7) Signs goods lost and found
b. Possibility policies and procedures goods lost and found
Description goods
A business will give information about description / definition items to
be saved or will thrown away .
Classify found items in one from three category as following :
1) Items value which includes :
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a) Mobile
b) Cash in amount many
c) Laptops, computers and accessories
d) Camera
e) watches
f) Jewellery
g) car or key house
h) handbag woman and purse
i) Document travel passport, visa and ticket
j) Document business reports , notes ,

papers business , planning
k) Goods personal card credit , SIM
2) Items no valuable which includes

a) Magazine
b) Make-up/ cosmetics
c) Wear clothes or damaged
d) Stationery
3) Items no stand long :

a) Food
b) Drink
c) Some of the items that have been consumed and not

opened .
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1.4 Identify requirements lost item or found in accordance rule applicable company
1.4.1. Requirements goods lost and found
All company have a number of form obligations and responsibilities applicable
answer when goods already found and submitted as well as saved for
returned to people who have goods that's what's missing .
a. Process for found items
this part will explain procedure for receive , record and receive / secure
items handed over by staff and guests as goods that have been found .
Discuss policies and procedures as following :
1) Staff with not quite enough answerfor process goods
2) Complete documentation lists like goods lost and found slip/tag
and registration goods lost and found
3) Location for storage goods
4) Notifications internally addressed for other staff/ department
other , by external focused on for guests who will leave .
5) Goods disposal when period period storage goods already no
apply not yet some claim .
b. Procedure for claim goods
Procedure to be followed when somebody want to claim goods goods lost
and found . Need standard procedure for people who want claim found
items with explain in detail as well could give proof Trusted regarding
goods ownership .
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If the item is found is goods important , then no will handed over without
there is proof ownership for claim goods that .
Relevant documentation should also be solved for track / record return
goods that .
1.5 Inform location and function lost & found handling to guests and staff
From time to time you as a staff can provide suggestions and feedback to visitor about
lost items and items that have been found . You as a hotel staff can explain to visitor
how method claim goods that have been lost , so that when found could is known bring
goods the in accordance with goods owned by missing guest . There is also a way that
can notified by hotel staff to visitor if , there is guest who found lost items so soon report
to the hotel / local staff .
1.5.1 Giving information to visitor about location and function handling Lost
and Found Goods
Give information to visitor by directly and directly no direct about goods
goods lost and found , as following :
a. Submit question possibility visitor the find lost item or
visitor the feel lost goods .
b. Provide appropriate advice on the situation at hand .
c. For example case , if there is a guests who come and report that
goods visitor the in the form of a watch no found / lost , and when
that's you as a staff can give advice for help find goods visitor
that's what's missing .
d. A visitor give information to the hotel staff that someone else
found lost item or there is lost guest goods .
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e. Follow up the goods process goods lost and found with method
guide guests who feel lost goods to the lost items area .
1.5.2 Ability communicate About Lost & Found
Communication used officer with visitor namely :
a. Showing initiative desire give help ( no there is coercion ).
b. Each other respect and show concern to moderate situation _ faced
by others.
c. In communication is mandatory use polite and easy language
understood by all among .
d. Accompany visitor to the location area lost item .
e. Use language cue , when in To do communication occur problem or
there is difference in speak .
f. Speak with right , no shout or no too slowly .
g. Very important in communicate when our knowing name visitor that ,
so that we could mention name visitor or can also use calling polite
such as 'Father' or 'Mother'.
h. Ask return to the guest concerned is information provided already
enough clear or not yet , if not enough clear from the staff will explain
return with more languages easy for understandable and more
detailed .
i. Always accept goods that have been discovered by others as lost &
found items and help for who only need help with honest and mutual
work same .
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1.6 Setting up Lost and Find lists goods
Various hotels have various type goods process procedure lost and found that can
be identify regarding lost items , so that guests feel lost goods can could with easy
find return the goods . The registration carried out by the hotel for process goods
goods lost and found owned by visitor to the Lost and Found List goods .
1.6.1. Lost and found list determination goods .
Every goods lost and found must listed in the book list loss and discovery
goods , owned housekeeping department . Book the working record every
found items or lost item registered with neat and easy for checked .
There is three type information main loss and discovery goods that is :
a. All goods that have been found in accordance with items listed in
the book Finding and Losing goods
b. Items that have been is lost reported must in accordance with the
details .
c. Actions taken on found and lost items that is :
1) Respond and follow up every report goods lost and found
2) Keep goods that have been found to simplify the claim
process goods that have been found .
3) Identify and detail every found items to rightful owner
4) Detail and prove things that have been found but not yet
someone claims goods that .
Item List found
Every found items will noted , as following :
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a. Number goods - in order to get make it easy help allocation
tracking things that have been once found
b. Date / time item found
c. Description item - item details for differentiate with similar item

d. The person who discovered note name and number call that
person .
e. Location found taking notes name location invention lost item
f. Name of owner / occupant familiar room
g. Number files recipient from housekeeping will give sign accept

every goods that have been found and if already someone
claims goods it is done for reduce staff opportunities to take
goods that .
h. Action taken for find owner ( if necessary )
i. Storage end goods , such as :
1) Returned to owner
2) Thrown away
3) Donated
j) Signature proof possession - returned goods to owner in accordance
with already described as proof that Correct owner from goods that ,
proof other support such as :
1) SIM number
2) Password number
3) Ingredient references that will submitted for saved .
Every goods reported missing necessary details noted as following :
1) serial number
2) Date / time when make report lost
3) Description goods in order to define details goods
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4) Name and number phone lost guest goods
5) Name and number reporting phone
6) Estimation time lost goods
7) Where is the location goods has has lost if known

8) Take action for look for lost item .
Information Item : Value of goods in order to knowing how many big amount
score goods .
Element 2: Deal with goods lost and found
2.1. Goods findings checked in detail for security and legality as well as conducted
action .
2.1.1 Procedure inspection goods findings
Every found items will submitted and checked for ensure goods the safe so that
could saved in place storage lost item . Inspection process goods lost and found
is very important done so that the goods the no dangerous , suspicious , or
goods illegal . A number of Items contained during the inspection process :
a. Checking / viewing goods – for look for signs danger from goods such as :
1) Sharp / jagged objects sharp
2) Flakes fractions glass
3) Leakage
4) Something items that can be cause worries
b. Use senses for detect the smell from goods or the voices that can cause
worries
c. Ensure that goods goods lost and found truly safe stored in place storage
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Goods Suspicious , Dangerous and Illegal
Most hotels will give instruction to every staff when find goods lost and found
seen suspicious or illegal. a number of example goods dangerous or illegal, such
as :
a. Drugs forbidden
b. Various type weapon
c. Ingredient contraband
d. Ingredient explosive
Every stealing stuff must checked before submitted so that the goods the no
dangerous in place storage goods . If you find goods the don't afraid for soon
report to your supervisor / manager , so that you can direct quick followed up .
Procedures handle suspicious item are :
1) Do not touched
2) Give report to the authorities are waiting call and answer all directed
question in accordance with authority you
3) Leave item at the found place
4) Evacuate everyone who is around the goods area goods lost and found
5) Please keep away goods electronic like a cellphone that can trigger
explosion
6) Wait items to be authorized .
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Information general handling goods
After found items submitted and checked safety and legality goods the will
received and signed on the goods form lost and found . Standard handle goods
as following :
1) Handling and caring goods that .
2) Protect easy stuff for damaged or easy stuff scratched
3) Securing stuff save goods it's on the spot storage goods goods lost
and found in order for goods the safe and not easy stolen
4) Goods lost and found a long time ago anyone admit / take goods the
can thrown away just when limit time already done , because no could
used by staff or hotels.
2.2 Items findings in the data in the find and loss list goods
Requirements standard deliver found items is with method found items the already
enter into the list of items lost and found .
2.2.1 Data Collection goods lost and found
collection process goods lost and found in a list of items Lost and found . When
making a list of items lost and found must noticed Thing Thing as following :
a. Make sure your writing on the list is easy for read and understood
by others
b. Check back item list lost and found for ensure all The information
obtained is very clear
c. Every information obtained it's so valuable that the lost item more
fast for found .
When everything details about goods lost and discovery already recorded all in
the list of items lost and found , next every guest who found or staff who found
lost items , must verified because has deliver goods goods lost and found .
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Identify Inventor goods Lost and found
Every there is visitor or the staff who handed over found items make sure for
noted name complete so that with easy for identify goods that is what is found
and it is also easy to identify the person who discovered goods that , as well as
don't forget about take notes number phone from guest who found goods the
or number extension for the staff who found goods that . If any guest reporting
or deliver goods loss and guest the no want to name in full as well as number
the phone note , you as a staff no need force , because that is right from guests
who have find lost item that . Can the staff hand over ? goods the is goods that
have been discovered by guests who didn't want to name and number the phone
noted .
Identifying the Discovery Location Lost & Found items
For every incoming goods to the must list in accordance standard as following
:
1) Identify location goods found , such as :
a) Number room
b) dining room
c) Outside room
2) Identify the place location , such as :
a) Near the place sleep
b) Near table with flower display
c) Near the shop next door pool swimming Identify Date and Time
All goods must noted in accordance with :
a) Date – item found
b) Day for ensure date how many goods the found
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c) Time in time 24 hours or AM/PM
Identify Goods
Every found items will noted into the item list book lost and found and will
included with item tags indicating that found items the already noted to the
missing list goods lost and found by detailed and complete in accordance with
reported information .
Because it's so important for every found items that have been reported noted
by in detail to make it easier to identify goods and make it easier when there is
claiming guest goods it , or even goods goods lost and found the been kept in
place for a long time storage and release from the tag . Important thing when
details goods that have been found complete and clear .
very much important every found items must explained by detailed and clear
will could make it easy for differentiate same thing or similar in place storage .
Description by possible details including are :
1) Overview items such as watches men , bag small hand scotch bottle
2) Brand name item , model name / style
3) Differentiate marks / shapes – scratches , dents , marks patch
masking tape , tape attached to goods the or whatever can
differentiate same thing with other stuff.
4) Size , shape as well as made of from ingredient what things this
useful for found items in the form of painting , stuff broken the part
that really needs detailed details
Other information includes :
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a) Found in pouch shopping that says a mobile phone brand
b) Goods the still in unfinished packaging open same very
c) Found in the box starting cardboard obsolete .
Allocate number identification goods
Some hotels will give number on each found items to make it easier if goods the
saved into the room goods goods lost and found . Every gift the number on the
item found , the number given must sequentially in accordance with previous
number already given .
Sign Items found
This is responsible staff duties answer on every found items for
ask sign hand every guests who want take goods goods lost and
found or guest handing over found items , so that everything form
details from goods the clear exist , such as :
a. Name of person who discovered goods – so that others with easy
contact the person who found brand the or could speak problem found
items
b. Write in detail and detailed on the item list very much needed sign
hand for more increase standardization
c. Items that have been accepted to be not quite enough responsible
hotel and staff who handle it .
2.3 Report Item Finding
When guests report lost stuff , don't forget for take notes in detail and in detail
description from lost item that , to make it easier for the identification process .
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2.3.1. Procedure Reporting Lost and Found goods
When guests report lost goods Thing first important is besides take notes in
detail and in detail is price from goods so that guests feel our really care to lost
items and guests feel appreciated .
Many people feel very sentimental when lost the thing , because there is some
people that lost item that is very meaningful for herself this is what makes
goods it means a lot to him and really hopes can found again . As example A
very precious item that makes the person who loses very regretful and very
sentimental is a wallet , really goods the small but contents from purse that 's
what makes goods the really important , like card identity card credit , driver's
license and so on purse the is lost all the kind to be contents purse that , no
only report to the hotel but must also report to the authorities as more evidence
strong . There are several insider factor handle lost things that have been
reported , between other :
1) Not only help in lost goods but must can also feel the loss
experienced by the person who lost goods so that the person who
lost goods feel valued
2) Professional in take notes details lost item this will cause various
question , use for make it easy in identify and find goods
3) Handle reporting with hurry up , this will cause attitude that you
as handle reporting with hurry up for get results with fast .
4) A little to spare time for handle case lost goods this , so that
guests who lost goods feel very appreciated by the company
5) Take notes contact guests to make it easier when lost item has
found
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6) Give contact you thing this meant to make it easier visitor for
check lost item already found or not yet
7) Provide advice that will you do for could find goods missing guest
with method share information about details lost item to all staff
and departments for make it easy invention goods the
8) Explain applicable price to goods the for make it easy search
Three necessary thing remember when communicate to guest
reporting lost goods , between others:
a ) Show empathy
b) Show desire get involved and help for look for
c) Prove it you To do something for find goods
Identify the missing person goods
Important thing conducted for guest reporting lost stuff , one of them is for
make it easy in the process of claiming lost item the already found . Identity
important necessary noted by hotel staff from visitor is name , number easy
phone for contact , email if visitor the currently is at outside city , and besides
that can also give contact someone else's number you believe for represent
you for claim things that have been found .
Provided all details from lost item it is detailed and complete so that make it
easy hotel staff in search and make it easier goods the found so that you as
visitor no need long wait for find lost item.
Identification location lost
Location of place visitor lost goods , between other :
a. Remember final leave stuff very sure still remember it
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b. Still believe in place final leave stuff - meaning visitor the convinced
goods the still there is in place just now visitor the leave goods .
It 's good if lost guest goods give very detailed information about
location leave goods the to make it easier for staff to look for
lost item that .
But can just lost item the found somewhere else not identified by the missing
guest , because part big visitor sometimes forget keep final goods that where
or someone else found goods the but no report but secured more first . Not
close possibility can just something suddenly claim goods that .
Identify Date and Time

Sometimes visitor feel no believe or no convinced report goods hers has is lost
to party hotel staff , if Thing the occur try for more showing to visitor the that
you as hotel staff able for find lost item the with method could with easy
understand all things informed by guests , as well as don't forget for take notes
date and time loss goods this to make it easier in identify lost item that .
Take notes by Details and details contact visitor

This thing important conducted for every guest reporting lost goods , because
in the case of lost this , no everyone who reports is the one who lost goods or
who want claim goods but can just orng the find goods belongs to someone
else, and that person want to claim goods belongs to someone else who has
given not quite enough answer for claim goods that , moreover could make it
easy if visitor already leave the hotel.
What's important for noted is
a. Mobile number
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b. Number phone office
c. Number phone house
d. Email address
e. Fax number
f. Full address house or office
g. Number code post
2.4. Goods findings tagged Lost & Found
after found items recorded and saved to the place storage goods goods lost and
found , item the tagged for signify goods the wait for nothing is claimed .
2.4.1 Procedure gift identity on goods findings ( L & F Tags )
a. Tag items
Give mark on items found this signify that goods the already with detail and
detail in the process of explanation type goods that . There are 3 ways give
sign to items found , between other :
1) adhesive tape
2) Rope small
3) Rubber adhesive
Any given tag to every found items must have unique number or different
for signify that goods the wait for claimed and not occur similarity what's up
goods although goods the same exactly .
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2.5 Save goods in accordance rule
Give sign to every found items in order to clarify as well as considering goods for
safety found items .
2.5.1. Procedure storage Items found
a. Election storage
Storage goods could include :
1) Keep goods findings in the form of food into the refrigerator (
save in period 24-48 hours)
2) Put goods valuable find _ nature the place more storage _ safe
like safe deposit
3) Keep goods no valuable into the the place such as :
a) Cupboard
b) Rack that can for locked To use keep document

important
c) In the office
d) same location in place storage found items .

Keep Goods
Condition keep found items are :
a. Goods could found by fast when goods the someone claims
b. Keep goods with safe For protect goods the from damage and theft
c. There is access limited only can traversed by staff or guests who want
claim goods
d. Goods findings in the form of food don't keep food too long if food the
no someone claims
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2.6 When is known owner goods
With existence procedure goods lost and found this , can make it easy every there is
goods the guest left behind good intentional or no on purpose leave stuff , because
when goods the already found so from the hotel will contact with quick to owner from
goods the from the data that has been given for smoothness in the process of
searching lost item that .
What to do quick informed to lost guest goods is , if visitor the lost a very important
item and the value is very sensitive , then Duty from hotel staff is if already find goods
the must quick contact the guest in question , so that the guest more feel appreciated
and guest feel that staff from the hotel place visitor the lost very caring stuff what
guests report the because goods that is very important .
one example important stuff when found so soon contact visitor the are :
a. Tablet
b. Dress
c. Mobile
d. Wallets , Etc.
Some points that need noticed when knowing owned by from goods the are :
1) Sometimes people who lose goods no realize that herself has lost very
important items for example lost a wallet , if purse the already found
and you inform to lost guest the possibility visitor the will surprised hear
it
2) Sometimes that person who has find return goods that have been
reported disappeared , because visitor the only forget save it where .
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So every things that have been found and someone claims goods the don't once
forget for take notes every taking things that have been someone claims goods that
, as proof report staff for hotels.
2.7 Responsible staff answer given information for process return in
accordance hotel rules
on duty for return found items to visitor as not quite enough Respond to the staff
in charge goods lost and found the with method contact the guest concerned in
accordance with reports submitted by guests when goods the already found .
2.7.1 Procedure gift information to responsible owner and staff answer

Responsible staff answer return found items to guest , appropriate with :
a. Existence found items
b. Size operation
c. Different structure
d. The place goods found
e. is goods the must returned to visitor or no
f. is goods the must be extended the process or no
g. Regulation / agreement made by the guest - so that when
found items ; direct returned or informed quick to visitor
Really good staff able in handle goods lost and found this are :
a. Housekeeping Housekeeping staff will involved in manage
facility this
b. Concierge – get information from the front office to help search
c. Porters
d. Security staff
e. Sales and service staff
f. Reception / front office staff
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When the staff in charge answer for return found items , then requirements that
must be is known are :
a. By face to face in order to get knowing more clear items to be
returned
b. Through phone
c. Via email
d. Verbally through staff briefing
Element 3: Handle claim for lost item

3.1 Help prosecutor for Identify the lost item
3.1.1. Procedure claim goods missing guest
When someone come for claim items found , important existence for increase
level service in find lost items , and this too can be help identify found items
quickly and claimed by the person concerned .
And also identify found items new in detail, to make it easier in the process of
claiming goods , as for procedure in claim things that have been found is as
following :
a. Ask identity visitor by complete thing this done so that every items
claimed by guests who feel lost could organized
b. Ask return lost item details so you can equalize with lost items and
details recorded on the item register lost and found
c. Match return identity visitor with what is listed on the list of goods
lost and found , so as not there is the wrong item was claimed by
the person concerned .
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The main thing is no all hotels in handle case goods lost and found could
conducted face to face, you can through phone , email or sent to the address
noted on the list of goods lost and found .
3.2 Verification claim ownership goods

3.2.1. Claim data matching ownership goods
This is important thing in return found items to rightful owner in accordance
with registered identity .
Verify items claimed by guests who need remember are :
a. Guard very good standard in the process of matching data use
when there is the question that appears from visitor
b. Do what to do add do as helpful staff visitor the in find lost item
c. Not everyone can remember lost item the truly is lost what forget
in keep
d. Most people don't can showing proof that goods the is the thing , if
this occur seek another way in prove Items to be claimed
e. Many people claim the item with use name alone , if that occur
don't forget for return verify back .
Way to verify ownership
For verify ownership stuff , you should too get accurate description about goods
that . Example submit question as following :
a. How many many amount of money available in the wallet ?
b. Made of from ingredient base what 's your clock ?
c. What brand / use computer what ? It can also addressed by the
owner , namely :
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a. Give information addition from lost item the like there is
used scratches or such
b. Showing photo from goods the
3.3 Identification Owner
What to do furnished by owner in the process of claiming goods are :
a. Sim
b. Passport
c. ID card
However part big when visitor come for claim goods that have been found and
forgotten bring identity yourself , do it other things that can help visitor in the process
those :
a. Ask more details form from lost items in order to checked return registered
goods lost and found for equated
b. Ask is there is other identities that can be prove for the claim process
found items
c. When already there is proper identity and can for take lost item , do n't
forget for ask sign hand as more evidence authentic .
d. The proof above copied return into the item list lost and found .
3.4 Item List lost and found
3.4.1. Complete Loss and Find data Goods
Completion of goods register lost and found need more many more detailed
information for updating the existing list there is . When the item is found claimed
by guest that , you As a staff you need :
a. Details complete name and contact number phone
b. Identify the person who wants claim goods – passport, driving license,
ID card, photo the item you want claimed
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c. Do not forget sign go to the item form lost and found . when there a
number of items that are not want to for returned , there is a number of
must factor understood and approved, namely :
a. Engaging management
b. Tell reason why goods the no want to returned
c. When all already reported let from party management that takes
decision is want to returned or permanent stored in place
storage
d. Explain with polite and easy words understood why brand the
detained no can returned can just waiting for the real person
have goods those who claim goods the
e. A little give input for claiming guest goods it so as to allow for
you as staff return goods the
f. Ask excuse me on the inconvenience given
g. Make sign marked evidence handled by the guest concerned

and also by the party from management .
3.5 Help owner goods from abroad or other areas that claim goods
3.5.1. Procedure claim goods for the owner who is abroad / region
Guests who want claim found items , report to responsible department / staff
answer in goods lost and found , namely :
a. Follow up report lost items stored in place _ goods lost and found
b. On occasion this can say everyone who lost goods goods sometimes
no can remember where lost goods the or truly no can remember
where final goods that .
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When the return process goods has done you process and agreed in
accordance with settings . This thing important for direct done with fast but must
confirmed returned goods no broken , with way :
a. Protect packaging goods so as not damaged
b. Protect package
c. Pay insurance in accordance with cost service delivery
d. Tell courier for bring goods with be careful
e. Take items to be sent to courier
f. Take notes quantity , date , time for check shipping process
g. Pay and get sign accept
h. Inform to guests who will sent items to be returned as well as give by

detail information delivery
When the claim process goods done don't forget for update back register
registration goods lost and found .
Element 4: Handle goods guests who don't claimed
4.1 Handling goods guests who don't claimed in accordance policy company
4.1.1. Handling Guest Property Due Policy this will seen depends the item , if lost
and found items that is a food , then when in 24 hours no there is claiming guest
food the as lost item , then goods the thrown away or handed over to the
supervisor for followed up .
When lost item the is goods valuable have limit time between 6-12 months ,
goods the can returned again when from party lost guest goods the claim goods
the with strong evidence .
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For type items that are not valuable have limit storage between 36 months , if
left behind is a book , then book the can stored in the library when the hotel have
a library or garden read .
Rule limit time ;
a. Goods valuable (valuable items) = 6 - 12 months
b. Goods no valuable ( non-valuable items) = 3 – 6 month

c. Easy stuff _ broken (perishable) = 24 – 48
hours
4.2 Handling goods guests who don't claimed in accordance rule applicable law
4.2.1. Rule items that are not taken owner until limit time
very important all requirements law obeyed moment throw away found items .
This thing important for protect staff and hotel from all possible claims just can
demand because lost item . Usually from the hotel will give limit time for items
that are not taken and when already pass from limit time visitor the want to take
lost item that , all will be processed from early and must with accurate and
strong evidence for claim goods that .
4.3 Delete goods from storage , complete movement data and disposal goods
4.3.1. Removal goods and administration
When things that have been found already pass limit the time specified by the
hotel to be claimed , then goods the will discarded and deleted from item list lost
and found so as not fill file and narrow room storage goods lost and found . In
accordance with provision from hotel and management so things that have been
stored for a long time will given to inventor and will deleted from registration list
goods lost and found .
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13. CLEAN AND MAINTAIN INDUSTRIAL WORK AREA AND
EQUIPMENT
Module “ Clean and Maintain industrial Work Area and Equipment” used in training
based purposeful competence for practice skills and improve knowledge and attitude on-
site housekeeping / housekeeping employees work .
Referring to the Standard Competence Indonesian National Workforce (SKKNI) with code
I.55HDR00.001.2 / and ACSTP,CATC code D1.HHK.CL3.07 for field tourism sub- sector
Hospitality and is a unit of competence that must be owned by housekeeping employees .
UNIT DESCRIPTION
This unit relate with cleanliness location / area and equipment used in the world of
hospitality especially housekeeping. This module cover method method cleaning location
/area and method use a number of tools used in daily housekeeping and storage in the
warehouse . this unit apply for everyone who works in the field hospitality especially the
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Element 1 : Selecting and styling equipment
Criteria:
1.1 Equipment chosen in accordance with type cleaning carried out ;
1.2 Whole equipment checked and security condition work before used ;
1.3 Cleaning tools and materials suitable chemistry selected and prepared in accordance
with requirements factory , health and safety related with work ;
1.4 When need , clothes protector selected and used .
Element 2 : Clean dry and wet areas

Criteria:
2.1 Areas to be cleaned prepared and clean from danger ;
2.2 When appropriate , work area given sign for reduce risk to colleagues and customers ;
2.3 Material correct chemistry chosen for a certain area and use in accordance with
procedure safety ;
2.4 Equipment used by true ;
requirements safe and healthy environment .
Element 3 : Preserve and save equipment cleaners and ingredients chemical
Criteria:
3.1 Equipment cleaned after used in accordance with instructions factory
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3.3 Error identified by correct and reported in accordance with procedure company
3.5 Material chemical saved in accordance with requirements health and safety
Element 1: Selecting and Organizing Equipment
Public Area Section ( public area section ) has Duty tree for guard cleanliness , tidiness ,
beauty , and comfort the entire area of the hotel , both outside building as well as in hotel
building , including places for employee except room guest and kitchen .
1.1 Equipment chosen in accordance with type cleaning done
Cleanliness , beauty , and comfort in all areas of the hotel are very coveted thing , no
only by hotel guests , but also by employees . If Thing the no could realized by the
hotel management , then Thing this cause impression bad for hotel guest . Already is
Duty housekeeping department for permanent guard cleanliness throughout the
public areas within the hotel . For that competence housekeeping officers , especially
public area attendants ( cleaners ) in doing duties and responsibilities the answer
Becomes Thing main . Necessary things get attention by officers maid before doing
cleanliness is election tool cleaners , both automatic as well as the appropriate
manual with technique cleaning that will applied by the object to be cleaned .
1.1.1 Selection of Cleaning Equipment and Cleaning Material
Before choose tool cleaner for used in the process of cleaning , a maid must
can identify whole equipment and functions and each piece of equipment these
, namely :
Cleaning Equipment ( equipment cleaner Makinal / Automated ) of
them are :
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1) Rotary / floor machine , used for clean and shine floor hard , for
example terraces , marble , granite and also floors made of from
wood
2) Shampooing Machine , used for brushing , washing floor rug / carpet
3) Dry vacuum cleaners, used for suck dust , dirt dirt small and dry on
the surface floor . With available sucker , tool this could used on the
surface floor , carpet , wood , sofa wall and others
4) Combined dry and wet vacuum cleaner, tool this often It is called a
multipurpose vacuum cleaner because it could used in place dry or
in a wet place
5) Carpet extractor , tools this is tool hair carpet
6) Carpet Blower , used for dry carpets and can also be used on
surfaces that floor wet .
a. Cleaning material ( Manual cleaning tool / not automaton ),

including are :
1) Group broom ( broom / sweeper ) consists of from floor broom,
garden broom ( broom ) stick ), ceiling broom
2) Group brush ( brush ) consists of from floor brush ( brush floor with
stalk ), hand brush ( brush without stalk ), toilet bowl brush ( brush
latrine )
3) Group flax (linen) consists of from : dust cloth ( dust cloth made of
from ingredient flannel ), glass cloth ( glass cloth ), cotton cloth (
cloth made of from cotton material , with big fiber for clean floor )
4) Group tool containers , including : dustpan / squeaker , bottle
sprayer ( bottle spray for receptacle ingredient chemical ), mopping
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trolley ( used for mopping ) equipped with buckets and tools
blackmailer mop , waste basket ( basket garbage ), water scoop (
dipper )
5) Group tool supporting and protecting , including : consist from :
a) Support tools : extra stick ( for reach high areas ), step ladder
( stairs ), gondola ( tools ) help for part outside building ).
b) Protective Equipment : hand gloves hand rubber ), masks (
tools ) Closing mouth and nose ), safety belt ( belt safety ),
safety shoes ( shoes ) protector ), wear pack ( protective
clothing workers )
1.2 Whole equipment checked and security condition work before used
1.2.1 Check condition of cleaning equipment and cleaning materials
Inspection the condition of the cleaning equipment is carried out before use
equipment , security to employees and guests is factor main must noticed .
This is due to because equipment driven with power electricity with enough
watts big so that risk stung current electricity every moment could happen .
Even on during the warehousing process all cleaning equipment has been
checked , officer maid permanent must check equipment increasingly will
used for avoid risk that , following this is steps inspection equipment namely
: a. Cleaning equipment
1) Rotary / floor machine :
a) Check function handle switch on and off
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b) Check don't until there is leak in tank placement ingredient
cleaner ( solution tank)
c) Check the engine body
d) Check lever machine body lock
e) Check function Pad Holder and holes lock pad holder to be used
f) Check cable and plug , don't until there is coating scuffed /

damaged cable
2) Vacuum Cleaner
a) Check function switch on and off
b) Check machine body vacuum cleaner
c) Check dustbag ( container dust ): no until there is leak in
dustbag
d) Check the dust filter located on the in the vacuum cleaner
e) Check key cover ( cover) vacuum cleaner
f) Check cable electricity and plug, don't until there is coating
scuffed / damaged cable
If found there is one components of cleaning equipment that do not
working / broken so quick report to housekeeping order taker, for next
made work order
b. Cleaning materials
Basically inspection cleaning materials ( tools manual cleaner ) no as
complex with inspection cleaning equipment , where on inspection This ,
emphasizes the function from tool that . Following this is steps check
equipment cleaner among them are :
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1) Brush and broom
a) Check on brush focus on function brush and handle brush ( what
when exists )
b) Check on the broom focused on completeness the fibers found
on the broom and its handle ; rags and mops , make sure in dry
, clean and not torn .
2) Container
a) Buckets , baskets trash and dustpan ; make sure equipment the
no leak, tear or broke . Make sure no there is damage to the
handle dipper and dustpan .
b) Bottle spray , make sure bottle no leaks and tools spray / spray
it working with good .
Election equipment the right cleaner in condition good tool very
helpful performance officer maid in operate his job cleaning common
areas .
1.3 Cleaning tools and materials suitable chemistry selected and prepared in
accordance with requirements factory and related health and safety with
profession
In doing his job a maid must have related knowledge with ingredient cleaner that will
used in clean something object . As for ingredients cleaner is non- chemical ( water)
and useful chemicals as cleaner with function for help with the cleaning process .
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1.3.1 Knowledge about ingredient chemical cleaner
In election ingredient chemical the cleaner used in cleaning at the hotel, must
notice terms among them are :
a. Not poisonous
b. Not corrosive
c. Not curdle and not dusty
d. Stable during storage
e. Easy late with perfect
Moment this a number of producer product ingredient cleaner also added
other components in ingredient cleaners , such as ingredient fragrances
and ingredients murderer germs , here this ingredient cleaner along with
each function among them are :
1) Water , used good used for cleaning or mixed with ingredient
cleaner other must clear , no colored , no smells of water and has
low hardness .
2) Detergent , ingredient this could shaped liquid , cream , stick and
powder with details smooth and rough and often used is liquid
and powder . Detergent could used for cleaning object with
ingredient basic vinyl, plastic , ceramic , metal, porcelain found in
the hotel area. As for detergent powder with details rough ,
(abrasive) used on objects with heavy dirt such as in wash basins,
bath tubs, walls bathroom and originating materials from
ceramics.
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3) Acid , shaped liquid where ingredient cleaner this character acid
. maid must really knowing method use ingredient this because
could damage object to be cleaned ;
4) Ammonia , shaped liquid and crystal , have distinctive and strong
odor and not color , use ingredient this must mixed with water,
type dirt that can cleaned is like dirt the fat stick to the surface
glass.
5) Multi-purpose cleaner, shaped liquid and slightly thick ,
because that ingredient this must mixed with water. A number of
product from ingredient multi-purpose this could used for clean
wash basin, bath tub and equipment other bathroom until glass
and floor in something product
6) Cleaner metal (metal cleaner), material this could pasta or
liquid . Function from ingredient cleaner metal is for remove used
fingerprint fingers , dust and dirt that have been attached to metal
so that surface metal Becomes dull a number of ingredient
cleaner this have abrasive properties and recommended for be
careful when use ingredient this , because will damage object
other than metal
7) Sealers, shaped ingredient liquid . Ingredient this no only working
for coat the pores on the floor hard or floor wood but also for guard
surface floor original from hard impact / scratches.
8) Polisher, ingredient this often found in form liquid and cream
/paste. Function from ingredient this is as ingredient gloss on
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object cleanser made from ingredient base wood , metal , leather
and flooring ;
9) Strippers shaped liquid , basically part big the floor in the hotel
is covered with polish floor (floor polish). For lift layer polish that
has been dull on the surface floor working strippers are needed
for lift as well as destroy metal look power contained in the
coating polish the
10) Remover odors (deodorizers) or refreshment room , function
for remove bad smell delicious inside room ;
11) Disinfectant, ingredient cleaner this shaped liquid and working
for kill germs and bacteria . Usually ingredient this used in the
area of the bathroom, toilet and in the room the place processing
food
Basically on the market found many kinds of ingredient cleaner , for that in the
election ingredient cleaner must noticed is function main and way use ingredient
cleaner that , so that election ingredient the right cleaner will influence results work
and efficiency time a Cleaner .
1.4 When need , clothes protector selected and used

1.4.1 Procedure use clothes protector
One effort company in skeleton give protection power work at the time doing
profession is with method Give tool protector self (PPE) to power work . In the hotel
area, potential as source risk specifically to safety or health always will found among
others in the form of :
a. Factor physical , in the form of noise lighting radiation vibration
temperature and dust.
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b. Factor chemistry , in the form of vapor flue gas solvent metal weight
c. Ergonomic aspects , in the form of design building attitude and way
Work As for conditions from tool protector self to be effective in in its
use and maintenance as following :
a. Protective Equipment self must capable give protection
effective on workers on potency dangers encountered on the
spot Work.
b. Protective Equipment self have frequent weight maybe, that
comfortable used and not burden addition for the wearer.
c. Form enough interesting, so worker no embarrassed wear it
d. Not cause disturbance to the wearer good because type the
danger nor convenience in usage easy for worn released
return.
e. Not disturb sight, hearing and breathing as well as
disturbance health other on time worn in quite a long time
f. Easy stored and maintained at the time used .
g. Protective Equipment chosen self must in accordance set
standard .
Based on Thing that , tool protector self could defined as various type useful
tool for protect employee in To do work that functions for isolate body power
work from potency danger on the spot work . reviewed from function a number
of types of PPE that often used by a maid Among other :
a. Protective Equipment head (helmet), Protection head made of from
strong , sturdy material but light stand to impact , puncture , fire ,
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water and electricity voltage low nor high , protective head could
combined with closed ear .
b. Protective Equipment breathing ( respiratory protection ) or often is
called a mask, is tool protector breathing used for protect breathing
from risk exposure to gases from ingredient chemicals used at the
time cleaning.
c. Protective equipment ( safety shoes ) shoes worn for protect feet from
possibility hit object object heavy caught metal liquid and exposed
object sharp.
d. Protective Equipment hand ( hand glove ) hand protector in use as
protector skin hand in handle substance corrosive to skin ( acid )
sulfate sour chloride ) and areas of trust is a growing area
development bacteria and or germs.
e. Belt safety belt as a tool protector yourself at the moment clean tall
object
f. Clothes Protector as tool protector self could protect body power
Work from influence heat , ionizing radiation and liquids ingredient
chemistry . Clothes protector could in the form of an apron that covers
part from body that is from chest to knees and overalls that cover
whole body
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In carry out profession employee the housekeeping department is required
for could guard safety and health work from potential and factors dangers that
can cause accident work and illness consequence from her job .
Element 2: Clean dry and wet areas
2.1 Area to be cleaned prepared and clean from danger

2.2 When according to work area given sign for reduce risk to colleagues and
customers
Doing procedure cleaning in hotel public areas is necessary notice ingredient from
object to be cleaned origin and cause dirty and level dirtiness , as well as application
technique proper cleaning for avoid error usage tools and materials so that the
results obtained will maximum.
2.2.1 Identification of work area
Common areas along with the components in it is a work area from a
common area maid could shared Becomes two (2) , namely the area that is
inside buildings and areas outside _ hotel buildings , namely :
a. In building including :
1) Lobby area
2) Food and beverage outlets
3) Office
4) Drug Store
5) Business center
6) Elevator
7) Meeting room
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8) function hall
9) Public rest room
10) Corridor , salasar , mezzanine
11) fitness center
12) Employee area
13) Shopping arcade
b. Outside buildings , including :
1) Parking area
2) swimming pool
3) tennis court
4) Playground
5) Garden
After the area to be cleaned has identified with ok , next officer maid
before doing cleaning must install sign (sign board) the cleaning process
. As for the sign boards that often use in public areas among them are :
a) Wet floor sign , used when carry out the cleaning process floor.
b) Cleaning process sign , used when maid carry out the cleaning
process with duration long time usually for the general
cleaning process.
c) Safety cones, used together with the safety chain or safety line
as sign barrier to the cleaning area.
d) Post line, used for limit the area being cleaning process is
carried out.
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The above signboard useful for hotel guests and employees to avoid all
type risk from impact cleaning that , like slip , fall tools , spill ingredient
cleaner and so on .
2.3 Ingredient correct chemistry chosen for a certain area and use in accordance
with procedure safety
2.4 Equipment used by Correct
Election materials and tools cleaner that will used by a maid must customized with
timetable cleaning and technique cleaning that will applied to the object to be cleaned.
2.4.1 Schedule Cleaning
For make it easy cleaning and keeping an area clean awake cleanliness , then
need existence scheduling in implementation the cleaning . Timetable
cleaning for common areas can e classified in accordance with ingredient
from object to be cleaned and level his filth .
As for the schedule cleaning could shared be :
a. Routine / daily
b. Weekly
c. Quarter
d. Semester
Timetable cleaning above could customized if there is object that requires
attention special although not yet time for cleaned .
2.4.2 Application of Cleaning Techniques
Type cleaning normal more known with name technique cleaning ( cleaning
technique ). Application technique cleaning on one object will different with
object other . This thing caused by material base from object and level filth and
or the stains from object to be cleaned that . Following is technique cleaning
based on object to be cleaned among them are :

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a. Furniture made from wood (furniture)
1) Dusting, cleaning furniture with level dirty low ( dust ) with use cloth
that has texture soft . Cleaning this conducted by routine on the
surface of the furniture
2) Damp dusting , cleaning furniture with level dirty middle and high
with use cloth from moistened cotton cloth . Cleaning this
conducted by periodically and or if there is spots , blemishes or
thick dust on the surface of the furniture
3) Polishing, furniture polishing is done if color varnish / polish on the
surface of the furniture already dull . Tools used is cotton cloth for
flatten polish , cotton cloth for the process of polishing and
materials for the shine is polish wood ( wood polish ), so that the
gloss on the surface of the furniture remains awake so profession
this conducted by periodically
b. Glass and mirror
1) Glass dusting , technique cleaning this applied surface size
glass / mirror small or surface size glass / mirror currently until
big on top surface there is stain , technique this applied with use
glass cloth equipment with ingredient the included glass cleaner
into the bottle spray ( bottle sprayer ). For size glass / mirror
small , technical this applied by routine.
Gglass wipes, technique cleaning this applied surface size glass
/ mirror currently or big . This technique applied by routine on
the surface glass or mirror with use equipment glass wiper ,
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glass squeezee , cotton cloth , bottle spray and material the
cleaner is a glass cleaner.
c. Floor (floor)
1) Sweeping, is technique applied cleaning by routine for surface
floor . This technique aim for remove shit that doesn't attached
to the floor like sand , trash etc. Cleaning technique this no need
ingredient cleaner as for tool the cleaner used that is broom (
floor broom ), dustpan ( dustpan ) and basket waste ( waste
basket).
2) Mopping, so that the floor clean from dust and free from stain
light and germ so after the sweeping process next with a
mopping process ( mopping ) with use mop ). Cleaning tools
needed is stick and mop yarn ( stick and mop yarn ), bucket (
bucket) many hotels have provide mop trolley for its employees
. As for ingredients cleaners used in engineering cleaning This
is water and floor cleaner . At the moment mix water and floor
cleaner , pay attention instruction use contained in the container
floor cleaner .
3) Brushing floor, technique this applied to the surface floor with
level high dirt ( there are spots or stain ). Cleaning technique
this could conducted with manual way or increasingly . As for
ingredients the cleaner used for floor brushing is water, floor
cleaner and materials containing HCL for cleaning remove
spots:
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a) Cleaning tools increasingly used _ for the brushing
floor process is rotary floor machine , pad holder ,
brush pad , and wet vacuum cleaner Usage manual
tool for support cleaning the is brush hand ( hand
brush) , kape (spatula / putty knife ) tool for pushing
water ( floor squeezee ) and gloves hand rubber ( hand
gloves).
b) As for tools cleaners used in cleaning manual is
besides tool the support manual mentioned above is
added with tool brush floor stemmed ( floor brush ) and
tools container (bucket).
At the moment carry out technique cleaning this don't
forget install sign board and pay attention instruction
use ingredient chemical react chemistry .
4) Scrubing / stripping , technique cleaning this for for the floor
that has been undergo a polishing process ( crystallization ) ,
where polished surface already blurry and or there is many
scratch . Destination from technique cleaning this is for lift
layer polish on the surface floor . Basically equipment used
in engineering scrubbing / stripping same with brushing floor
the difference found in the use of scrub pads. As for ingredients
the cleanser used is water and stripper material pay attention
composition mix water with stripper material.
5) Polishing, after surface the floor is scrubbing / stripping then
step next is carry out the process of polishing the floor ( shining
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). Materials used in this process is with give sealer on the
surface working floor for coat the pores is on the floor hard or
floor wood and care surface floor original from enough
scratches hard . For avoid surface floor from scratches direct
from heavy and hard objects , usually a sealer is applied to the
surface floor at least two (2) layers . If sealer layer has been
dry so on sealer layer provided working polisher layer for polish
surface floor , when the polisher has dry so polishing process
is carried out . The tools used in this polishing process are :
a) Rotary Machine
b) Pad Holder
c) Buffing Pad
d) bucket
e) Fool Set
6) Shampooing , cleaning coated floor with carpet is cleaning
with level enough trouble height , hal this because nature from
easy carpet wrinkled and have fur on the surface . Cleaning
tools prepared for carry out the cleaning process this , are :
a) Dry vacuum cleaner for clean dust , dirt on the surface
carpet before the carpet shampooing process,
b) Rotary machine
c) Pad holder and
d) Shampooing pad useful for washing surface carpet ,
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e) Wet vacuum cleaner for suck fluid shampooing on the
carpet
So that the drying process carpet maximum so needed tool
dryer carpet ( carpet blower ), if carpet has dry , use a dry
vacuum cleaner to enforce hair on the carpet . Ingredient the
cleaner used in implementation technique cleaning this is
carpet shampoo and warm water , pay attention instruction use
at the moment will mix ingredient cleaner that .
If there is stains on the surface carpet so needed tool cleaner
support like brush hand ( hand brush ) and tools container like
scoop ( water scoop ) and ingredients remover stain in the form
of carpet pre-spotter . Do not forget notice instruction use
ingredient remover stain because will impact on color and
surface carpet .
7) Metal Polishing , cleaning surface made of stainless steel,
tools Cleaner needed for clean stainless steel material is
cotton cloth and tools the holder in the form of bottle spray . As
for ingredients Cleaner needed is stainless steel cleaner and
polish . Some ingredients cleaner this contain acid (acid). For
that more recommended for use ingredient it's in place open
In doing cleaning like above a steward clean will use
ingredient cleaners that have element chemistry . For that
must noticed when use ingredient chemical so that avoid from
impact , which must be noticed among them are :
a) Read and follow instruction use indicated on the label
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packaging
b) Make sure receptacle not leaking and damaged
c) If necessary , use protective equipment Self (PPE)
d) Multi-purpose cleaner generally thick and mixable with
appropriate water needs cleaning :
Do not mix alone materials cleaner chemistry that doesn't in
accordance with instruction factory . Application technique
cleaning above , is base from technique existing cleaning .
Development on one technique cleaning always occur in
accordance with condition ingredient from object to be cleared ,
level dirty , tools , and materials cleaner used .
requirements safe and healthy environment
2.5.1 Procedure sorting and disposal trash and leftovers ingredient chemical
a. Rubbish
Trash basically is something wasted material or thrown away from
something source activity man as well as natural processes that do not
have score economy , even could have score negative economy
because in handling good for throw away or clean it up need sufficient
cost big . Existence trash in the work area in large amount if no quick
thrown away so will cause disruption and impact to environment good
impact to component physique chemistry ( water and air quality ) and
health environment , for that a maid after work must quick throw away
waste in the work area . Before trash is thrown away more formerly must
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more formerly selected and sorted , don't forget use sarong hand rubber
for guard cleanliness hand . sorting rubbish could in the form of :
1) Rubbish wet remainder processing food , containing organic
elements that have nature easy decompose and decompose
(garbage)
2) Rubbish dry which contains organic elements rot , no easy
unravel and not easy contains water After rubbish selected and
sorted next entered into the pocket plastic ( trash bag) for next
entered to in the drain pipe rubbish (trash chute ) or thrown away
in accordance with standard that has been set by the company .
b. Remainder ingredient chemical
After the cleaning process finished , then one Duty cleaning is secure
remainder remainder ingredient cleanser that contains element chemistry
. Security remainder ingredient cleaner could in the form of storage return
or thrown away in a place that has been set by company
Element 3: Keeping and saving equipment cleaners and ingredients chemistry .

3.1 Equipment is cleaned after use in accordance with factory industry
3.2 Care routine held in accordance with procedure company
3.3 Error identified by correct and reported in accordance with procedure

company
After doing activity cleaning , a cleaning is also required for have Skills for doing tasks
in Thing maintain cleaner machine and equipment manual cleaner used after cleaning
process ends .
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3.3.1 Cleaning , maintenance and reporting tool broken cleaner
Maintenance tool cleaner conducted with method cleaned and is one of the
step from care routine to tools cleaner . Basically cleaning and maintenance
tools _ cleaner in share Becomes tool Makinal and manual tools . Following
this is step steps and cleaning and maintenance tool tool cleaner including :
a. Rotary / Floor machine
2) Open the cleaning pad (Brushing pad etc. ) attached to the pad
holder
3) remove the pad holder/pad driver from the machine body
4) wash pad and pad holder with use clean water , if required Use
detergent , next rinsed and dried
5) wash and rinse tank and dry it , make sure no there is
remainder remainder ingredient cleaner in tank the
6) clean the handle / stand and box existing electricity with use
cotton cloth
7) clean machine body from remainder remainder ingredient
cleaner with use damp cotton cloth
8) clean up whole cable with use damp cotton cloth ,
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b. Vacuum Cleaner
2) open cover ( Cover) vacuum cleaner , remove pocket dust ( dust
bag ) for dry vacuum cleaner , for wet vacuum cleaner step
cleaning next to number .
3) clean up the dirt inside _dust bag , don't forget use a mask:
4) clean dust filter , dust filter be on top of the engine vacuum
cleaner , when need dust filter can be washed
5) clean up part inside and outside vacuum cleaners , if required
cleaning could conducted with use damp cotton cloth
6) clean the rubber pipe and clean the pipe made of of stainless
steel. Required cleaning could conducted with use damp cotton
cloth
7) reinstall the dust filter ( in state dry ) , dust bag, cover, hose,
metal pipe & sucker
c. Manual cleaning tool
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1) Linen is collected and delivered to laundry /laundry for washing
process.
2) Made from sponge and rubber foam in washing with use
detergent rinse and dry .
3) Brush and broom , bristle and fibers broom must cleaned from
sticky dirt.
4) Container ( container ), dipper ( water scoop ) bucket, bottle
spray , empty from remainder ingredient cleaner for next
washed , drained and dried .
Guard cleanliness cleaning equipment and cleaning materials is very
important thing , no just so that the equipment the ready use but also
impact cleanliness warehouse and can extend age equipment
3.5 Materials chemical saved in accordance with requirements health and safety
Whole cleaned equipment along with remainder ingredient cleaners are placed
somewhere warehouse that has set by the company . Storage warehouse have
function so that all equipment and materials cleaner ready use cared for and protected
no only that , with save it tools and materials cleaners in the warehouse ,
housekeeping staff with easy could inventory amount equipment , volume and type
ingredient cleaner in skeleton operational cleaning a day day .
3.5.1 Procedure storage equipment and materials chemical cleaner Warehousing
tools and materials cleaning always will adhere to principle grouping based on
type from function tools and materials cleaner that . Basically whole tool cleaner
before used must on condition dry and clean , here this warehousing tools and
materials cleaners , including are :
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a. Cleaning tools increasingly / automatic
1) Rotary / Floor Machine
a) All component machine , such as , solution tank, pad holder
inside condition clean and dry , wrapped cable on machine
contact stop condition must in state good
b) Do not install the pad holder or cleaning pad on the rotary
machine at the same time used
c) Store the pad holder and cleaning pad in the appropriate
place / shelf determined
d) This tool enough weight , for that should place machine this
is in part side / side edge warehouse
2) Vacuum Cleaner
a) Make sure all the components contained in the vacuum
cleaner have been installed with good and right like filters ,
dust bag and cover
b) Convoluted cable on machine contact stop condition must
in state good
c) Hose pipe and schuker in place or shelf already _
determined
d) Place machine on the side / side edge warehouse
b. Manual cleaning tool
1) Group brush : position end brush be on top or hang .
Group broom position palm fiber is at on or broom can be hung
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2) Group linen / linen : all lena folded and the arrangement is
adjusted with ingredient base from lena that , as for for mop
(mop) paired back to the stick , the mop could hanged or
propped up in a place that has been determined with end mop
is in on
3) Containers / tools container
a) Bottle spray : set with bottle spray other
b) Dipper : arranged together dipper other in state face
down
c) Bucket: arranged with other buckets in state face down
c. Ingredient cleaner storage return remainder ingredient cleaner could
conducted with way :
1) Enter into the labeled container
2) Remainder ingredient cleaner already have reaction low
chemical and no _ easy burnt
3) Receptacle does not leak and has good cover _
4) Do not mix remainder cleaners that don't kind of into the same
container
5) Take note procedures that have been set by company
Remainder ingredient cleanser that contains element chemical what when
not handled with Correct could cause various type danger between fire and
contamination air especially in place room storage / warehouse to be
endanger housekeeping staff .
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CHAPTER III. EVALUATION
As a measure of success in a training, evaluation must be carried out. In the Tourism

Profession Training Module in the HOTEL & RESTAURANT sector, specifically for Public
Area Cleaner, the evaluation is carried out using written tests and case studies.
A. Written Questions Test I
Answer all the following questions and submit to your Trainer.
1. How can you keep leather clean on a daily basis?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
2. What are is one piece of equipment and one type of cleaning agent used to clean leather?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
3. What would you do to prepare a work place prior to cleaning leather?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
4. How can you remove ink that has spilt on leather?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
5. What can you do to tidy a work area after cleaning leather?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
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6. What items needs to be cleaned after cleaning leather?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
7. What are the benefits of using fabric upholstery?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
8. What are is one piece of equipment and one type of cleaning agent used to clean fabric
upholstery?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
9. What would you do to prepare a work place prior to fabric upholstery?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
10. Describe the steps involved in cleaning fabric upholstery.
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
11. Answer ‘True’ or ‘False’ to the following statement: There is no need to tidy a work area
after cleaning fabric upholstery.
True ❑ False ❑
12. Answer ‘True’ or ‘False’ to the following statement: Mops are commonly used when cleaning
fabric upholstery.
True ❑ False ❑
13. What are two glass items that need to be cleaned?
___________________________________________________________________
___________________________________________________________________
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___________________________________________________________________
14. What are three pieces of equipment used to clean glass?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
15. What would you do when preparing to clean a window?
___________________________________________________________________
___________________________________________________________________
B. Written Questions Test II
The following are model answers only – Trainers/Assessors must use discretion when
determining whether or not an answer provided by a Student is acceptable or not.
1. How can you keep leather clean on a daily basis?
You can:
• Vacuum
• Wipe with a cloth.
2. What are is one piece of equipment and one type of cleaning agent used to
clean leather?
Equipment required includes:
• Vacuum cleaner
• Bucket
• Soft cloth for cleaning
• Soft bristled toothbrushes
• Soft cloth for buffing / polishing
Cleaning agents include:
• Moisturizing soap – for general cleaning
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• Rubbing alcohol
• Leather Protection Cream
• Products recommended by a manufacturer.
3. What would you do to prepare a work place prior to cleaning leather?
You can:
• Remove all cushions and newspapers
• Give a vacuum or wipe down.
4. How can you remove ink that has spilt on leather?
• Dip the cotton swab into rubbing alcohol
• and rub over the ink stain
• Dry the area with a blow dryer
• If you still see the stain after drying, apply a thick coat of non-gel, non-oily cuticle
remover.
• Leave this on overnight and wipe off with a damp cloth.
5. What can you do to tidy a work area after cleaning leather?
• Ensure that any equipment and materials is not left behind
• Ensure the furniture is dry
• Replace cushions.
6. What items needs to be cleaned after cleaning leather?
• Used cloths
• Vacuum cleaner.
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7. What are the benefits of using fabric upholstery?
• Allows for greater flexibilities of colour, patterns, designs and textures
• Less expensive than leather
• Easy to clean
• Has removable covers
• Limits impact on operations, whilst still providing inter-changeable features
8. What are is one piece of equipment and one type of cleaning agent used to
clean fabric upholstery?
Equipment required:
• Vacuum cleaner
• Bucket
• Cloths for cleaning and washing away detergent
• Drying machines
• Wet furniture signs.
Cleaning agents include:
• Liquid or powder fabric detergent or liquid washing detergent
• Cleaning shampoo
• Stain remover
• Warm water
• Products recommended by a manufacturer.
9. What would you do to prepare a work place prior to fabric upholstery?
You can:
• Place a ‘wet furniture’ sign in a suitable location to ensure customers don’t sit on
the furniture whist it is wet
• Remove any items such as newspapers and magazines
• Vacuum the furniture and cushions.
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10. Describe the steps involved in cleaning fabric upholstery.
• Remove any loose items from the furniture including cushions
• Loosen dirt with a handheld dusting brush while using a vacuum brush
attachment to remove the dust
• Vacuum all surfaces of the furniture: back, sides, arms, skirt and the platform
beneath the cushions
• Vacuum both sides of the loose cushions
• Remove any cushions
• Mix laundry or other suitable detergent with warm water
• Select a test area to conduct trial cleaning
• Let the trial clean dry
• Select an area on the furniture, dip cloth and rub water and detergent mix on the
fabric
• Dirt or any marks will begin to remove from the fabric
• Use a clean cloth and plain water
• Rinse area with a damp cloth to ensure detergent has been removed from the
fabric
• Allow to dry overnight.
11. Answer ‘True’ or ‘False’ to the following statement: There is no need to tidy a
work area after cleaning fabric upholstery.
The answer is false.
12. Answer ‘True’ or ‘False’ to the following statement: Mops are commonly used
when cleaning fabric upholstery.
The answer is false.
13. What are two glass items that need to be cleaned?
• Windows
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• Mirrors
• Coffee tables
• Showers.
14. What are three pieces of equipment used to clean glass?
• Scrubber
• Squeegee
• Equipment belt or bucket
• Window Cleaning Buckets
• Window Scraper
• Window Cleaning Towels
• Extension Poles
• Ladder
• Newspaper.
15. What would you do when preparing to clean a window?
• When preparing to clean, it is vital that the area in which you are going to clean is
free from any obstacles that may either get in your way or may get covered in
cleaning products or water
• Remove any furniture away from windows and unplug any items (electrical cords
for lamps) that may get in the way of your walking or ladder areas.
16. Identify two steps involved in cleaning a glass coffee table?
Simple steps to follow when cleaning a coffee table include:

• Take all items off the coffee table including flowers, ashtrays, magazines and
newspapers
• Wipe the table with a clean dry cloth to remove any dry substances
• Spray a glass cleaner or water on the top of the table
• Scrub the table with a cloth to remove any hard to get stains
• Clean and dry the table with a dry cloth or newspaper.
17. What are two considerations when tidying after cleaning glass items?
• Remove all cleaning equipment and products

• Ensure all surfaces are clean and dry. This is especially applies to floors which
may become dirty or wet
• Return all furniture to their original spots
283
• Plug in all electrical appliances, especially lights and lamps, that were unplugged
as part of the cleaning process
• Return any items to coffee tables
• In the event of windows, return any shades or shutters to their correct position.
18. Answer ‘True’ or ‘False’ to the following statement: If newspaper is used to

clean glass, it should be placed in the bin and not recycled.
The answer is true.
19. What are three examples of ‘surfaces’ that need to be cleaned?
• All furniture including fridges, tables, cupboards, ledges, bookshelves and desks
• Lights and lamps
• Decorations and flower vases
• Public bathrooms including vanities, toilets and public showers
• Rubbish bins
• Fixtures refer to items that are attached including heaters, air-conditioners and
lights.
20. What are two examples of equipment that can be used to clean surfaces?
• Mops
• Brooms and brushes
• Cloths and sponges
• Buckets
• Garbage receptacles
• Gloves
• Cleaning warning signs
• Personal protective equipment
• Dust pans
• Vacuum cleaners.
284
21. When is a good time to clean surfaces? Why?
• When an outlet is closed or quiet
• Minimises disruption to operations and customers.
22. Answer ‘True’ or ‘False’ to the following statement: You should dust a surface
before polishing it.
The answer is true.
23. Answer ‘True’ or ‘False’ to the following statement: It is important that all
signs of cleaning, including equipment, must be removed from the work area.
The answer is true.
24. Where should chemicals be stored after use and why?
They should be put into a locked storeroom so that customers, especially children
are unable to access it. Chemicals are dangerous.
25. Cleaning using water, normally relates to cleaning the floor. What floor types
need cleaning?
The types of surfaces that are usually wet or require water to clean them include:
• Wood
• Carpet
• Marble
• Rubber
• Tiles
• Concrete
• Vinyl.
26. What are three examples of cleaning agents that are used to clean a floor?
• Water
285
• Soap
• Polishes
• Abrasives
• Detergents
• Solvents
• Specialised cleaning agents
• Disinfectants.
27. When is the best time to clean a restaurant floor? What preparation tasks
involving tables and chairs should you do?
• Normally this type of cleaning is done at night when there are less customers in
the public areas such as the lobby or when specific outlets are closed, such as
the pool area, gymnasium and restaurants
• When preparing to clean a floor using a wet method is to ensure the floor area to
be cleaned is free from any furniture or other objects
• This may involve stacking tables and chairs to a side, or placing chairs on a table
so the floor area is clear.
28. What is the best way to clean a floor and explain 2 steps involved in this
process?
Mopping is the best way to clean a floor.
Steps to mopping:
1. Remove everything that may be on the floor such as mats, trash cans, and small
pieces of furniture
2. Sweep the floor to remove dirt, hair, dust, and other debris
3. Dissolve detergent into warm water using the manufacturer's instructions for the
correct water to detergent ratio
4. Pour the solution over the entire floor so that the solution can fill into the grout
lines
286
5. Allow the solution to remain on the floor for 15 to 20 minutes
6. Scrub the grout with a small medium-bristled brush
7. Rinse the floor with a mop dampened with clean water
8. Mix a second batch of detergent and water
9. Mop the entire floor with the fresh solution
10. Rinse the mop with clean water and mop a second time over the floor to rinse it
11. Use a squeegee to push residual moisture to one area of the floor before
absorbing it with dry towels.
29. After you have cleaned a floor, quite often it is still wet. What can you do to
stop people from slipping on a wet floor?
Place a ‘danger – wet floor’ sign or something similar.
30. How do you clean a mop before storing it away?
Washing mops – on a regular basis mops should be washed in hot soapy water,
rinsed thoroughly, squeeze-dried, and then hung up to air dry. Sanitising is
recommended and should be mandatory where the mop is used in food areas.
287
CHAPTER IV. TOOL AND EQUIPMENT
Tourism Profession Training in the HOTEL & RESTAURANT sector, especially the Public
Area Cleaner scheme requires some equipment and supplies that must be provided at a
minimum. For the sake of smoothness and the achievement of the training objectives, this
training requires some equipment and equipment as listed below:
A. Tools
No Tool Explain
1 Stationary
2 LCD
3 Computer/laptop
4 Public area chemical request form
5 Screen Projector
B. Equipment
No Equipment Explain
1 Vacuum Cleaner
2 Polish Machine
3 Dust pan
4 Brush
5 Broom
288
BIBLIOGRAPHY
Asean Tool Box

Casado, malt A. 2000. Housekeeping management , John Wiley & Son, sInc New jersey
Edward , JKF 1993. Floors And Their maintenance , 11 edition the cresta publishing
company. Liverpool
James A Bardi 2003. Hotel Front Office Management. John Wiley & Son,sInc New jersey
John M Carter, 1993. The Good Housekeeping smallwood and steward , New York.
Jones . PansPizamA , 1993. The international hospitality Industry. pitman Publishing ,
great Britain.
Kappa M Nischake A Schappert P, 1994 . Managing housekeeping operations ,
Educations institute AHMA Michigan.
Rumekso 2009, Housekeeping Hotel Floor Section . Yogyakarta ANDI shannesy V haby
S. Richmond P. 2001, Accomodations Service . Pearson Educations
, Australia.
Tarwaka , et al , 2008. Safety and health work , Harapan press , Surakarta
Tucker G & Schneider , M 1989 , The Professional Housekeeper Third Editions van
Nostrand Reinhold . Australia
Thomas J.A. 2008, professional management of housekeeping operations Fifth
Editions John willet & Son Inc , Canada
ASEAN toolbox 2012, Clean Public area , facilities and Equipment ASEAN and
wilianangliss .
Common ASEAN Tourism Curriculum (CATC ) ASEAN secretariat
Competency Standards Indonesian National Work (SKKNI)
289
GLOSSARY
TERM EXPLANATION
Answer answer , written , or conducted for handle or as

reaction to question , statement , or situation .
Arrival Arrival process
Assignment Assignments , assignments , division assignment ,

placement
Back to back Condition where level occupancy a medium
hotel height , number the room to be check out
comparable with amount the room to be check
in
Back Office /back of the Room , section in something building , or center

house did activity administration at the hotel ( not an
area for guest )
Baby crib / baby cot The place sleep baby , bed special baby
Balcony Balcony , section open room ( air _ free )
Bathrobe Bathrobe
Bathroom Bathroom
Bed The place sleep

Bedroom The bedroom , the room (in the room ) where there
is the place sleep
Bucket Bucket
Bugs Insect small
bunk bed The place sleep level
Cancel Cancel / cancel something products that have been

ordered by consumers before .
Chair Chair
290
due date Date a due date payment or can also be used as
date due over _ reservation or booking .
Dust Dust ( dirt smooth )

dusting dustpan Process of removing dust
dustbin dustpan
The place rubbish small
Duration Duration
Entering Enter
Entitled Entitled for get
Entrance Entrance , place _ enter
Entertainment entertain , entertain , hold banquet eat
Inquire Ask , ask , ask , investigate
Elevator Elevator
Equipment Equipment or equipment
Escalator Ladder walk , stairs move
ETA (Estimated Time Estimation time arrival something flight

Arrivals)
ETD (Estimated Time of Estimation time departure something flight

Departure)
Extra bed the place sleep addition
Exit route Route ( defined path ) for _ go out from something

place / building / region
Fan Fan , fan
Fire Extinguish extinguisher _ fire
Front desk Receptionist ( recipient guest )
Front of the house The front of the hotel ( meeting area guest )
291
TERM EXPLANATION
Guest Loan Items Service extras that don't is in room

visitor but is facility for visitor
Housekeeping Responsible Section or Department

answer on cleanliness , care and
aesthetics in a
Hotel
Logbook Books used _ for take notes things
important want _ be delivered to
colleagues and superiors
Order Taker Officer administration in

the housekeeping department
who handles Request visitor
including between delivered section
/Department by telephone
Executive Housekeeper Housekeeping department leader , who

is in charge and responsible answer in
operational housekeeping
Department
Supervisor supervisor / Supervisor
operational housekeeping
TERM DEFINITION
Cleaning Materials Manual cleaning tool / no automat
Cleaning Equipment Cleaning tools increasingly / automatic
Cleaning Supplies Ingredient cleaner good to have element

chemical and those who do n't have
chemical
Cleaning Technique Cleaning technique applied to the object
being cleaned
Public Area All public areas in the hotel
292
Public Area one _ positions in the Housekeeping
section that have _ _ Duty clean all
Attendant
public areas in the hotel, this officer is
called Cleaner .
293
Taufik Hidayat, SE, MM was born in Jakarta on October 8, 1969. He started his career in
the hospitality world since he was studying at the Trisakti Pariwsata Academy. Started as
a Room Service Waiter in 1989 at the Sari Pan Pacific hotel in Jakarta then moved to the
Indonesia hotel as a waiter.
Has various experiences in the hotel and restaurant sector, starting from the Santika
Yogyakarta hotel, Bellboy and Telephone Operators at the Jayakarta hotel, Front Desk at
Daiichi hotel and Assistant Manager at Aston Atrium, Andrawina Catering as operation
manager.
After working in the hospitality world for 13 years, he decided to share experiences in the
world of education since 2004 at the Jakarta International Hotels Tourism Academy,
starting in 2013 until now serving as Director at JIHS Jakarta International Hotels School.
Besides that, he is also a Managing Partner at KAHA EVEN from 2006 – 2011. Active as
a trainer in a state-owned company until now and still takes time as Director of UNITED
TREN-NING a consulting and training service company.
He has also been an assessor of BNSP in the hotel sector since 2015 and the Steering
Committee of LSP JIHS until now. Awarded by the Ministry of Tourism Deputy for
Institutional and Higher Education Cooperation as a team for preparing curriculum and
modules in the Front Office Supervisor field.
294

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TRAINING MANUAL FOR PUBLIC

NATIONAL OCCUPATIONAL CERTIFICATION SCHEMES REFERENCING TO

Professional Tourism Training Center

Tourism Professional Training Standards Improvement Program

Building C, Kuningan Barat I No. 1, South Jakarta

Author: 1. Taufik Hidayat,SE,MM

Copyright © 2022 at the Professional Tourism Training Center

HEAD OF THE DEPARTMENT FOR TOURISM AND CREATIVE ECONOMY

DKI JAKARTA PROVINCIAL GOVERNMENT

Jakarta, Septemb 2022

Jakarta, September 2022

inevitably becomes a barometer for other destinations in Indonesia. The availability of

that 2022 is the year of development in the HR field.

To support the progress and growth of tourism, it is necessary to prepare Human

has an important role in determining the competitiveness of tourism. With the

competitiveness of the tourism sector workforce, there needs to be competency-based

accepted in the global market.

in the tourism sector in Indonesia, especially in the field of tourism possible

of the Republic of Indonesia

Indonesia Number 8 of 2012 concerning the Indonesian National Qualifications Framework,

so that human resource development can be realized.

The six pillars are:

1. Indonesia's National Qualifications Framework

The Indonesian National Qualifications Framework, hereinafter abbreviated as KKNI, is

recognition of work competencies in accordance with the work structure in various

Learning outcomes are abilities obtained through internalization of knowledge, attitudes,

skills, competencies, and accumulated work experience;

Equalization is the process of pairing and integrating learning outcomes obtained

through education, job training, and work experience;

of time intensively that produces competence;

6. Work Competency Certification

Work competency certification is the process of providing competency certificates that

with the Indonesian National Work Competency Standards, International Standards,

and/or Special Standards;

Through the Indonesian National Work Competency Standards in the Hospitality

accommodation sector stipulated by the Decree of the Minister of Manpower and

Transmigration of the Republic of Indonesia Number 58 of 2018 concerning the Stipulation

HOTEL & RESTAURANT.

Curriculum National Occupational Certifcation Schemes Refering To ACCSTP & CATC On

1. Able to cooperate with colleagues and customers in accordance with competency

2. Able to work in a diverse social environment appropriately and in accordance with

4. Able to provide porter services appropriately and in accordance with competency

E. Training Participants Requirements

a) Have a high school/vocational high school diploma or equivalent with Event

b) Age / Age: Minimum 18 years old

c) Gender: Male / Female

b. Curriculum Vitae (CV)

c. 2 latest 3x4 color photos

d. Photocopy of identity card

f.Photocopy of training certificate

g. Photocopy of work experience letter/logbook

i. Logbook (work experience)

e) Photocopy of grade transcript with a minimum English value of B or photocopy of

Referring to the Decree of the Head of the Professional Training Center

No.483/PW.05.02 ,July 4th, 2022 concerning Appointment/Determination of Experts for

preparing the training modules are as listed in the following table.

1. D1.HOT.CL1.01 Work Effectively with Customers and Colleagues