ED 039 472

TITLEINSTITUTION

PUB DATENOTE

EDRS PRICEDESCRIPTORS

IDENTIFIERS

ABSTRACT

DOCUMENT RESUME

AC 008 029

Housekeeping. An Approach to Housekeeping Training.Hotel and Catering Industry Training Board, Wembley(England) .

[69)20p.; Training for Tomorrow's Skills, Number 4

EDRS Price ME-$O.25 HC-$1.10*Guidelines, *Hotels, *Industrial Training, *Maids,*Vocational EducationGreat Britain

This booklet examines the training required by staffemployed in housekeeping departments in the hotel and cateringindustry. It details specifications of particulartasks--baths/cloakrooms; service pantries and utility rooms; beds;furniture/fittings; floors/walls and ceilings;carpets/upholstery/soft furnishings; linen handling; linen room work;and personal services. New courses for housekeeping personnel for theacademic year 1969/70 are briefly described. (DM)

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U.S. DEPARIMEN1 Of HEALTH, EDUCATION it WELFAREOFFICE Of EDUCATION

THIS DOCUMENT HIS KEN REPRODUCEDEXACTLY AS RECEIVED fROM PIEPERSON OR ORGANUATION ORIGINATING II. POINTS OF VIEW OR OPINIONSSTATED DO NOT

NECESSARILY REPRESENTOFFICIAL OFFICE Of EDUCATIONPOSITION OR POLICY.

Contents

Page

oduction1

Trends3

Training in the Past4

The Task Approach5

The Task Chart6, 7

Basic TrainingVariable Tasks

8,10

How can the Task Lists be used ?11

Examples of Task Identification12

The Four Dimensions of Hou,:Jkeeping Training 13,14

Training for Housekeepers of the Future 15

Training by Whom ? To Whom ? Where and When ? 16

What happens Tomorrow ?16

Introduction

This booklet, which is one of a series published by the Board, examines the training

required by staff employed in Housekeeping Departments in the Hotel and Catering

Industry.The Board is concerned with training for a very large and diverse industry, in which

Housekeeping plays a major role. It embraces both Commercial and Non-Commercialestablishments and the term Housekeeping can be defined as the care, cleaning and

maintenance of buildings and their contents, coupled vvith a measure of personal

service to an appropriate standard, providing comfort and satisfaction to the users of

the establishment.Accommodation Services has been suggested as an alternative term for Housekeeping

as it was felt that it reflected more accurately the work carried out in this sector of the

industry. There are approximately-16,000 hotels with letting rooms in England,Scotland and Wales and more than 1,500 Schools, Colleges, Universities and

Residential Centres providing accommodation. Letting of bedrooms is a very

profitable part of an hotel's business, therefore the standard of housekeeping is vitally

important and often a major factor in determining whether guests return.

The training aims of the Board are to provide an adequate supply of properly trained

staff to meet industry's requirements at all levels, to improve the quality and efficiency

of training and to share the cost between each and every employer of producing a

trained labour force.

This publication follows detailed consultation with Working Parties in Industry and the

purpose of this report is to stimulate discussion and comment. The four WorkingParties who have assisted us in our work are as follows :

British Hotel Et Restaurants Association

Caterers Association

rstering Teachers AssociationInstitutional Management Association Residential Section

In conjunction with this booklet, two syllabuses have been produced based on the

training requirements of Room-Maids in the Hotel sector and Cleaners in Halls of

Residence. These form a basis from which training programmes can be developed by

qualified training personnel.

This booklet is not a final document, but a preliminary report which is designed toenable those engaged in the training of Housekeeping staff to comment on the

approach outlined in it. These comments will help the Board to publish firmrecommendations that meet the needs of Housekeeping. These recommendations will

then be forwarded to the Secretary of State for Employment and Productivity for

approval.

John LanningChief Training Development Officer.

o

,Y ---"L". r

Trends

It has been quoted that, "Housekeeping isone of the wolld's most ancient and honouredoccupations. Its art has been exercised byevery nation in every latitude since timeimmemorial".

The Housekeeper or Domestic Bursar (Jobnomenclature is difficult) has great involvementin the economics and well being of herparticular establishment. Letting of bedrooms,is a profitable part of hotel business and it is thestandard and tone of the Housekeeping whichplays a large part in determining whether guestsreturn. The Halls of Residence, ResidentialCentres and schools, where people of all agegroups live for many months of the year, playan important part in the life of each invididual.

It is a well know!, fact that each Housekeeper/Domestic Bursar is an individualist and it isunderstandable that she is reluctant to alterher ways in accepting new trends and ideas.Market demands are now compelling her toadapt as never before.

Tourism continues to grow and it is estimatedthat ten million visitors will visit Great Britaineach year by 1975, all needing accommodation.Universities, Colleges, and schools are creatingand extending their accommodation facilitiesand many companies now provide residencefor their staff whether for a long or short termstay.

Trends in Housekeeping are changing and thejobs of Housekeeping staff are becoming more

flexible. The traditional service offered by theHousekeeping department is gradually dis-appearing in a large number of establishments."Motel" type accommodation has beenintroduced more recently and many establish-ments of the future may well offer this.Many hotels have dispensed with the earlymorning tea service, instead guests areprovided with tea-making equipment. Asmore and more disposable items are marketed,many establishments take advantage ofthem. New equipment and products used andnew techniques adopted.

With these and many other changes takingplace, there is every indication that the dutiesof most Housekeeping staff will also change.

Planned training has a part to play in House-keeping Management and staff must makethemselves aware of new ideas, new methodsand new techniques. New staff will have to betrained in these techniques. Existing staff mayhave to become more effective as increasingcosts have to be absorbed by greaterproductivity and versatility.

These problems face every manager inindustry today. They can only be overcome ifmanagement and staff are properly equippedand trained. It has also been shown that someform of introductory basic training tends toreduce staff turnover itself a great problemin the Housekeeping department.

3

Training in the Past

"Sitting by Nellie" was, and in many casesstill is, the method of training in Industry. Insome cases the standards were superb andtraining good but this is the exception, ratherthan the general picture.

The weaknesses in this unplanned form oftraining are many.

1 There is no guarantee that the right skillsare acquired by watching and learning frommore experienced colleagues on-the-job.Bad habits or inefficient methods ofworking are frequently passed on andperpetuated.

2 Experienced staff usually have little or notime to spend instructing newcomers. Theyare frequently unable to pass on their skillsand knowledge effectively because of thelack of time and lack of training in thetechniques of instruction.

3 Unplanned training is lengthy andinefficient, it is normally uneconomic and awaste of human and financial resources.Appropriate skills and knowledge, taughtin a systematic way, can be acquired muchmore quickly and effectively.

4 Personal contact is an integral part of thework of Housekeeping staff. Plannedtraining in the 'social' skill necessary forgood customer relationship is largelyignored.

For many years full time courses leading toNational Ceritficates have been offered byColleges throughout Great Britain, for thosewishing to enter the hotel and catering industry.The majority of these courses contain House-keeping training within the syllabus, andstudents who have a bent towards this workenter the industry and after suitable experiencebecome Housekeepers or Domestic Bursars.

Examples of such courses are :Institutional Management DiplomaInstitutional Housekeeping and CateringCertificateMatron Housekeepers CertificateNational Diploma in Hotel Keeping andCateringHotel and Catering Institute General CateringCourseCity and Guilds Domestic Assistants CourseThe National Institute for Housecraft,Housecraft DiplomaNational Council for Home Economics,Housekeeping and Catering Certificate.

4

Some Colleges have arranged certificated andnon-certificated part-time and full-time coursesfor Housekeeping staff of all grades, and manyof these have proved extremely successful.Unfortunately in some cases, the response hasnot been sufficient to warrant the continuationof such training.

The following Housekeeping courses 'lavealso been organised :Hotel and Catering Institute, HousekeepingCertificateCity and Guilds, Certificate in Cleaning ScienceThe National Institute for Housecrafta Room-maids courseb Assistant Housekeepers coursec Supervisory course for Housekeeping staff

Individual establishments have organised theirown training and more recently GroupTraining Schemes have arranged courses fortheir members, for example :

BournemouthGroup

a Housekeeper Courseb Room-maids course

Lakelands Room-maids course

Training can also be given on-the-job andperhaps the job of room-maid and cleanerlends itself to this method most easily. Roomscan be serviced, furniture, equipment andmaterials are available for the trainee andthere is also the opportunity of dealing withusers of the establishment. It must be realisedhowever, that training both on and off job inmost cases can only be given effectively if theinstructor has herself received training in thetechr iques of instructing. She must have theability to impart her knowledge and skillsquickly and effectively.

The Task Approach

In an industry which is largely based on thesuccess of very many small establishments,any training recommendations put forward bythe Board must reflect their needs. There mustbe flexibility in training so that industry canbuild up its own training programmes,according to the requirements of its businessand the needs of its employees. This is whywe have developed the Task Approach toTraining.

What is a Task ?It is an identifiable part of a job which is easilyrecognisable by the employer.Examining the contents of jobs within House-keeping has revealed that all jobs are made up oftalks. It can also be seen that not all jobs withthe same title reflect the same task content.Examples of tasks performed within jobs are asfollows

Room-MaidBasic Task 3 The use and care of cleaning

materials.Basic Task 4 Dusting.

Cleaner in Hall of ResidenceBasic Task 2 The use and care of mechanical

cleaning aids.Basic Task 10 Systematic collection and

disposal of waste.

This process of task identification has revealedthat some tasks are common to most jobs inHousekeeping. We have called theseBASIC TASKS.

Even where the type of service provided byestablishments appeared to be similar,detailed study of jobs revealed considerablevariations in the combination of tasks whichformed the content of apparently similar jobs.Although a few of these tasks may be exclusiveto the individual establishment, most of themare undertaken by many establishments offeringvarious types of acccomodation. The tasks thatfall into this category have been identified asVARIABLE TASKS.

It would be impossible to identify those fewadditional tasks in every job which may beexclusive to one employer and contribute to theindividuality of each establishment. TheseEXCLUSIVE TASKS must be identifiedby each employer and appropriate trainingshould be arranged by the employer.

f I l(li of TasksThe task lists which follow on pages 8-10,cover in depth the tasks which together formthe commonly accepted roles of employees inHousekeeping.These lists will need to be studied closely byindustry to ensure that no tasks have beenleft out and amendments are made to meetthe changing demands placed on industry bythe public and in the development of newtechniques and equipment.

For training purposes we have identified whatappear to be the Basic Tasks and groupedthem with an Introduction to Housekeepingto form the foundation of Basic HousekeepingTraining which we consider would beappropriate to meet some of the Housekeepingtraining needs of most employers. The outlineof this basic training is shown on page 8.

In addition we have attempted to identify allVariable Tasks and have listed them under thefollowing headings :A Bathrooms and CloakroomsB Service Pantries, Utility RoomsC Beds

D Furniture and FittingsE Floors, Walls and CeilingsF

G

H

Carpets, Upholstery, Soft furnishingsLinen handlingLinen Room WorkPersonal Service

The Basic and Variable Tasks are detailed onpages 8-10.

Exclusive Tasks are obviously dependent onthe type of establishment concerned. Everyemployer will wish to identify these for himselfto ensure they are included in the training hisemployees receive at work.

Each task has been given a reference numberfor ease of identification to help the employerquickly identify the task content of theiremployee's job.

5

The Task Chart

Variable Tasks

IA

Baths/Cloakrooms

INOIN.141.$0

BServicePantriesUtility Rooms

D

Furniture/Fittings

E

Floors/Wallsand Ceilings

A

1 The use and care of manual equipment2 The use and care of mechanical cleaning aids3 The use and care of cleaning materials4 DustingL' Mopping

Scrubbing7 Sweeping8 Polishing9 Washing Up

10 Systematic collection and disposal of waste11 Record keeping.

Introduction to HousekeepingFor new entrants to Housekeeping

F

Carpets/Upholstery/SoftFurnishings

G

Linen Handling

H

Linen RoomWork

I

PersonalService

Basic Training

The Basic Training combines an introductionto Housekeeping with training in those BasicTasks which appear to be necessaryfor all new entrants to Housekeeping. It isdesigned as basic training from which further,more specialised training can be developedas required.On completion of the Basic Training mostemployees will require training based on thoseVariable Tasks appropriate to their individualjob. These can be selected by every employerfrom the lists of Variable Tasks. Training forany exclusive tasks that have been identifiedwill be included by the employer as part of thetraining undertaken within the establishment,Examples of this are on pages.

Introduction to Housekeeping

This general introduction to housekeeping hasbeen compiled for all new entrants to House-keeping.In addition, all employers will wish to give newemployees an introduction into the range ofservices and facilities provided by theirindividual establishment. The general intro-duction to Housekeeping includes :

The Organisation

General the organisation involved, staffingstructure, geography of building, specific workareas including ancillary departments, welfareand other relevancies. Housekeeping in theorganisation, scope of department, rules andregulations of department. The Individual'sRole. The contribution of the individual in theorganisation.

Personal Requirements

First-Aid, safety and fire precautions, hygiene,appearance.

Social SkillTeam work, working with supervisors,colleagues, other departments, sensitivity forusers of the establishments, attitude.

SecurityCompany's security procedure.Importance and care in handling people'sbelongings. Use and handling of keys,Dealing with lost property. Reportingsuspicious people or incidents.

Understanding of InstructionsImportance of carrying out instactions. Type ofinstruction.

Methods of CommunicationVerbal, written, use of telephone, 'bleepmachine', light system, bell system.

8

Variable Tasks

Following the Basic Training further trainingbased on any combination of the Variable Taskslisted may be appropriate.

Although the following lists of Variable Tasksare numbered in sequence, this is for currentreference purposes only, and is not intended toindicate the order in which training for thesetasks should be undertaken. It does not meanthat all tasks have been identified at this stage.Adjustments to these lists will be made whenfurther comments are received from thoseinvolved in training Housekeeping staff.

Bathrooms/Cloakrooms

Selected tasks from thislist form part of ti workof the majority ofHousekeeping staff. Thesetasks would frequently beundertaken in conjunctionwith some of the taskslisted under Floors, Wallsand Ceilings (Task List E)Al Ventilating room with

air conditioningsystem.

A2 Ventilating roomwithout airconditioning system.

A3 Removal of soiledlinen.

A4 Attending toincinerator.

A5 Cleaning windows.A6 Cleaning mirrors.A7 Cleaning glasses.A8 Cleaning of

bathroom furnitureand fittings :e.g. basins, baths,

showers, bidets,lavatories,bathroomfittings.

A9 Cleaning of specialitems :e.g. brushes, bins,

rubber bathmats.Al 0 Replenishing

supplies :e.g. soap, toilet

paper, tissues.Al 1 Using deodorisers.Al 2 Using disinfectants.Al 3 Cleaning window

curtains and showercurtains.

Al 4 Changing windowcurtains and showercurtains.

Service Pantries/Utility Rooms

Some of these tasks arenormally undertaken byHousekeeping staff innon-commercialestablishments. Incommercialestablishments whereHousekeeping staff areinvolved in the preparationof snacks and light mealstasks can be selectedfrom this list.B1 Use and care of

Refrigerators.B2 Use and care of

Milk Boilers.B3 Use and care of

Coffee Makers.B4 Use and care of

Food Trolleys.B5 Use and care of

Cooking Appliances.B6 Use and care of Irons.B7 Use and care of

Ironing Boards.B8 Use and care of

Drying Equipment.B9 Use and care of

Washing Machines.B10 Use and care of

Hair Dryers.B11 Use and care of

Dish WashingMachinesDomestic Type.

Beds

Training in some of thesetasks is necessary for alarge proportion ofHousekeeping employees.Cl Obtaining clean

linen.C2 Dealing with soiled

linen.C3 Stripping, inspecting,

airing beds.C4 Care and cleaning of

mattress and base,rotating, turning,suction cleaning.

C5 Care of mattresscover and binder.

C6 Making bed(1 room-maid)

C7 Making bed(in pairs).

C8 Nightly folding andstoring cover.

C9 Turning down(single, twin, doublebed).

C10 Moving of beds,according to typeand size.

Cl 1 Making up cots.C12 Recognising and

Reportinginfestation.

Furniture/Fittings

These tasks are normallyintegrated with some ofthe tasks from Baths andCloakrooms (Task List A),Floors, Walls and Ceilings(Task List E) and Carpets,Upholstery and SoftFurnishings (Task List F).

Cleaning fittingsD1 Venetian blinds.D2 Light fittings and

lamps.D3 Telephones.D4 Radiators,

ventilators.Cleaning furnitureD5 Woodglossy finish.D6 Wood- -matt and

satin finish.V7 Nast= (hard Et soft).D8 Metal.D9 Hide.D10 Wicker.Cleaning AccessoriesDll Pictures.D12 Cleaning Metal :

e.g. aluminium,anodisedaluminium,stainless steel,silver, pewter,copper, brass,lacqueredmetals.

D13 Preparing room forspecial clean.

D14 Preparing room fordecoration.

D15 Lining drawers andshelves.

71-

Floors/WallsCeilings

These tasks are closelylinked with Baths andCloakrooms (Task List A)and Carpets, Upholsteryand Soft Furnishings(Task List F).El Use and care of

vacuum cleane-,attachments anddustette.

El Use and care of floorpolisher.

Routine cleaning offloor surfacesE3 Lira).E4 Cork.E5 Rubber.E6 Thermo plastic.E7 Vinyl.ES Sealed wood.E9 Unsealed wood.El 0 Terrazzo and

ceramic tiles.

Routine cleaning ofwall and ceilingsurfacesEl 1 Paintwork, wall

coverings.El 2 Paper.El 3 Fabric.E14 Wood.El 5 Ceramics.El 6 Plastic base.

Periodic cleaning offloors, walls andceilingsE17 Floors.E18 Walls.El 9 Ceilings.

Use care and storageof :E2' Floor, wall and

ceiling cleaningagents.

E21 Floor, wall andceiling dressings.

Carpets/Upholstery/ Linen HandlingSoft Furnishings

Selected tasks from thislist are relevant to themajority of Housekeepingstaff.Fl Use and care of

Carpet Sweeper.F2 Use and care of

Non-mechanicalcarpet shampooer.

F3 Use and care ofMechanical carpetshampooer.

F4 Routine cleaning ofcarpets, fitted,squares, rugs andstair carpets.

F5 Turning carpets andunderlays.

F6 Carrying out simplerepairs to carpets andrugs.

F7 Shampooingextensive carpetareas using largescale equipment.

F8 Routine cleaning offabric upholstery :cut and uncut pile.

F9 Removing simplestainscarpet andupholstery.

F10 Routine cleaning ofcushions.

F11 Cleaninglampshades.

F12 Loose coversremoving, washing,finishing, refixing.

F13 Machine washingand ironing netcurtains and smallitems.

F14 Removing andre-hanging netcurtains.

F15 Removing andre-hanging heavycurtains.

10

These tasks are used bythe majority of LinenRoom staff. Some taskscan be linked with tasksfrom Beds (Task List C)for some Housekeepingstaff am' with Linen Room1Vork (Task List H) forthose engaged in LinenRoom work.G1 Identifying linen

category, type, size.G2 Issuing where

applicable :G2.1 linenG2.2 uniformsG2.3 non -traditional

items.G3 Lifting and carrying

linen.G4 Using linen chutes.G5 Handling soiled

linen :G5.1 SortingG5.2 Counting and

listingG5.3 PackingG5.4 DespatchingG6 Receiving clean

linen :G6.1 Checking,

counting andrecording

G6.2 Sortingfor Repairsfor Stainsfor "Light linen"

G7 Storing linenG7.1 Positioning on

shelvesG7.2 CoveringG8 Storing and marking

New LinenG9 Interpreting "linen

policy" ofestablishment :e.g. Stock to be

carried,replacements.

Linen Room Work Personal Service

The Tasks in this list arerelevant to those workingin the linen room, they canbe integrated with tasksfrom Linen Handling(Task List G).H1 Use and care of

sewing machinesvarious types.

H2 Carrying out simplerepairs andrenovations.

H3 Ironing/Pressing.H4 Marking linen by

machine.H5 Repairing soft

furnishing.H6 Renovating linen

and soft furniohing.H7 Making new items.

Tasks from this list arerelevant to the Commercialaspect of Housekeepingalthough in some non-commercialestablishmentsHousekeeping staff maybe required to carry outsome of the tasks.Selected tasks can belinked with Beds (TaskList C) Linen Handling(Task List G) Linen RoomWork (Task List H).I.1 Carrying out early

morning routine.1.2 Dealing with users of

the establishment.1.3 Carrying out evening

routine.1.4 Filling and inserting

hot water bottles.1.5 Inserting electric

blankets in beds.1.6 Supplying bed

boards.1.7 Dealing with

infection/specialbedding.

1.8 Supplying incidentalrequirements :e.g. extra pillows,

flower vases.1.9 Arranging for guests

laundry/dry cleaning.I.10 Carrying out simple

repairs.I.11 Carrying out baby

supervision.

How can the Task Listsbe used?

Many employers and trainers have alreadylooked at the content of jobs in Housekeepingand identified the tasks contained in each.

There are some perhaps who may want tocommence a training programme and arewondering how best to set about identifyingth,: tasks involved in jobs. On the pages whichfollow is a brief explanation of the method touse.

It is essential first of all to establish which jobis to be examined. This is the JOB TITLERoom-maidCleaner

Examplos

Although the duties performed have now beenidentified it is necessary to take another lookat each duty and find out what is involved i.e.,What does the workar do whenperforming this duty ?What skill is involved ?What does she need to know ?

Once this is known, it is necessary to lookdeeper into the JOB TITLE to find out inbroad terms the purpose, range of activities,duties and responsibilities of the jobs. Talk tothe employee's supervisor or the employeeherself. What in fact you are doing is finding out

1 Who is to do the job ?2 What is to be done ?3 When and where is the job performed ?

This information gives a JOB DESCRIPTION.Each Job Description is unique to the particularestablishment or type of establishment wherethe job is performed.

Identify tasks, use the task list, observe theemployee, talk to her and also to her supervisor.As tasks are identified these can be markedon the list.

Training can then be given in these tasks, thetrainer deciding on those requiring priority.

11

Examples of Task Identification

Room Maid in Hotel

Cleaner in Hall of Residence

The Four Dimensions ofHousekeeping Training

As already illustrated on the task lists,employers can build up a list of Tasks whichaccurately reflect the job content of theiremployees.

In order to facilitate training in these tasks, werecognise that each task may contain all or oneof the following :

1 Technical Skill Example :

2 Technical Knowledge Example :

3 Social Skill Example :

4 Experience Example :

manipulating cleaningequipmentknowing the functionof cleaning equipmentworking without disturbingusers of the establishmentbuilding up speed underpressure and dealing withthe unusual or an emergency

These elements we have called the fourdimensions of a task. Each of the tasks listedhave been broken down into four dimensions,where appropriate, and are illustrated insyllabuses I and II.

This breakdown of a task is intended for thetrainers' use. By applying this task breakdown,she can draw the trainee's attention to specificskills and knowledge and use it as a guide totraining both on and off-the-job.

1

How are these four dimensions acquired ?

Technical SkillTraining in the technical skills of Housekeepingis essential for the efficient and smoothoperation of an establishment. Withoutcomplete mastery of the relevant technicalskills, users of the establishment's House-keeping services may be affected. Lack oftechnical skill makes it difficult for House-keeping staff to pay sufficient attention tocreating the right atmosphere which will giveguests that "We are being looked after"feeling.

Technical Knowledge.ousekeeping staff must have sound technical

knowledge in order to exercise their technicalskills and give satisfaction to users of theestablishment, for example, training thatensures the maintenance of Housekeepingstandards are what the users of theestablishment expect, and indeed are entitled to.

Social SkillTraining in social skill is vital for all House-keeping staff. They should be able to adapt

to the moods of users of the establishment andbe sensitive to their requirements throughouttheir stay. Housekeeping staff are an importantlink with the users of the establishment and ifthey are successful in their work, the guests willbe encouraged to return. The social skill ofdealing with other people and fellow staff forman important dimension of any job especiallyin a service industry.

ExperiencePractical experience in the working situationwhich is carefully planned, will ensure that theother three dimensions, technical skill,technical knowledge, social skill, are carriedout.

Planned experience in the trainee's establish-ment is essential. Only by experiencing thepressure that can exist in Housekeeping workcan staff organise their work to the bestadvantage, build up speed in technical skills,apply their full technical knowledge and fullyunderstand the need to develop their expertisein social skills. This experience properlyplanned will bring confidence and maturity andthus lead to maximum efficiency.

These four dimensions create the frameworkwithin which Housekeeping staff can betrained, and the breakdown of each taskidentified can be found in syllabuses l and 2.

14

All identified tasks have been broken downin a similar way and if you require copies ofthese, they can be made available on request.

Training forHousekeepersof the Future

The academic year 1969/70 sees the adventof new full-time catering courses,1 The Higher National Diploma either in Hotel

and Catering Administration or InstitutionalManagement is a three-year sandwichcourse,

2 The Ordinary National Diploma in eitherHotel and Catering operations or InstitutionalHousekeeping and Catering, is a two-yearfull-time course.

3 The City Et Guilds of London Instituteintroduce a one-year General CateringCourse (441).

It is expected that a number of housekeepersof the future will stem from these courses, andfrom the OND and H ND courses alreadywell-established in Scotland, and otherSupervisory and Management courses.

Industry1 week

Floor Housekeeping Supervisors' CourseWith the changing pattern of Housekeepingand the ever increasing need for staff, muchdiscussion has taken place with regard to theneed for courses for people wanting to becomeJunior Housekeepers or Floor HousekeepingSupervisors. This type of course would be fornew entrants to Housekeeping, or for thosealready engaged in the industry and wanting toprogress.

The Board has recently developed a 20-weekcourse for Floor Housekeeping Supervisorsand a pilot course is being run to validate it.Over the 20 weeks of the course, periods spentin college alternate with training periods in theestablishment where the trainee is employed.The breakdown of the total training period is asfollows :

College Industry College IndustryBased Based Based Based4 weeks 5 weeks 4 weeks 5 weeksHousekeeping Planned and Supervisory Planned andSkills and Supervised Skills and SupervisedKnowledge On-the-job On-the-job On-the-job

Experience Instructors' ExperienceCourse

Outline Syllabus for Floor HousekeepingSupervisors' CourseIntroduction in Industry-1 weekThe Organisation, First Aid, Safety and FirePrecautions, Hygiene, Appearance, SocialSkill, Security, Understanding of Instructions,Methods of Communication.

Housekeeping Skills and Knowledge-4 weeksThe routine care, cleaning and maintenance ofresidential accommodation and ancillary areas.Organisation and method of daily, weekly andperiodic cleaning routinj. Use and care ofcleaning equipment, materials and agents.Treatment of surfaces. Waste disposal..Maintenance of records. Hygiene regulations.Safety and Fire Precautions.

Planned and supervised on-jobexperience-5 weeks

Supervisory Skills and Instructor Training4 weeksHuman Relations. Human Communications.Job instruction method. Technical Super-vision. Sales promotion. Method Study.

Planned and supervised on-jobexperience-5 weeks

Evaluation and Reinforcement Training-1 week

College Total1 week 20 weeks

15

Training-by whom?To whom?Where and when?

By Whom

Training is the responsibility of management.Employers, Managers, Supervisors, House-keepers and Domestic Bursars should be closelyinvolved in theiremployee'straining programme.

Training should be given by skilled people,trained in techniques of instruction, in orderthat they are able to pass on their knowledgeand skills effectively.

To NAlhorn

This training approach enables all types ofstaff to receive planned training to meetemployers' and national needs. The mainstreams to receive training will be :a new entrants to the industryb existing staff who may require further

training, re-training, or refreshertraining.

WhereTraining to be effective must be properlyplanned and should really be made up ofoff-the-job as well as on-the-job instruction.

Off-the-job enables staff to acquire the skilland knowledge of a task in a systematic way,and at their own rate of learning. On-the-jobtraining is necessary to build up speed andconfidence in performing the job within agiven time and under pressure of work. This ismore frequently known as gaining 'Experience',

WhenThe question so often asked is, "When can Ifind time to train ?" Well, there are times,if work is carefully planned.1 Before the trainee takes a fully active role

in the department immediately she joins theorganisation

2 During off peak periods3 Prior to the opening of a new season's

business4 Prior to the opening of a new establishment6 For College halls-of-residence, during

students' vacation periods.-.0.1...01011110.11.1111MIn

What happens tomorrow?

This booklet aims to lay down a positiveframework for the future trainingrecommendations for Housekeeping personnel.

It has been prepared by the Board's Develop-ment Department in consultation withindustry. Although there is further work to bedone by the Board and by industry, the bookletprovides a basis for discussion and action.What use can you make of this booklet andthe two Training Syllabuses ?1 You can use the task list to identify

the tasks which your own staff undertake.2 Based on theseTraining Syllabuses, you can

introduce training programmes for yourstaff which you can organise yourself. If yourequire help in this, you can contact yourRegional Training Adviser (his address islisted on the inside back cover.)

3 You can discover what training for House-keeping Staff is being carried on, in yourlocal Technical College, Group TrainingSchemes. If there is no existing trainingcourse, it may be possible for the College orGroup to put on courses for you and otheremployers in the area, based on theappropriate programme of tasks you haveidentified. Again, your Regional TrainingAdviser will he.D.

We are convinced that the Task Approach isright for training in the Hotel and CateringIndustry. The Industry's Working Partiesbelieve that this approach can be fullydeveloped into a nationally accepted trainingsystem for all Housekeeping staff. In this way,National standards that are meaningful to allemployers can ultimately be established.

Industry can make a considerable contributionin the further development of this approach

by giving the Board's Principal DevelopmentOfficer, or Regional Training Advisers, thebenefit of its experience and advice. It isrealised that the breakdown of tasks may needto be adjusted, and that further work has to becarried out before national trainingprogrammes based on groups of tasks can befully developed. In this way, trainingprogrammes can be built up to fully satisfy theneeds of the employer and employee. Themost difficult part of this work is to agree on thecombination of tasks that make up eachsyllabus. The Board will need help andguidance to be able to do this. This is why it isanxious to receive as much constructivecomment as possible. As a result, the Boardcan be sure that when it subsequentlyintroduces its training recommendations inHousekeeping they are firmly based on theneeds of the industry.

egional Offices

Scottish A. NeilHCITB Scottish Office, 19 St Leonard's Street,Edinburgh 8 Tel 667-3537North West and North Wales P. J. ChubbHCITB North West Et North Wales RegionalOffice, The Graftons, Altrincham, CheshireTel 928 2761/2Northern C. L. StainforthHCITB Northern Regional Office, 9 StSaviourgate, York YOL 2NQ Tel 26134Midland C. WoolleyHCITB Midland Regional Office, 138Walsgrave Road, Coventry CU2 4AXTel 53565South West & South Wales A. M. ArchdaleHCITB South West and South Wales RegionalOffice, West Wing, Prudential Buildings, WineStreet, Bristol 1 Tel 24074Eastern W. R. MilnesHCITB Eastern Regional Office, 25/27 MillStreet, Bedford Tel 51991London I. E. RoachHCITB London Regional Office, PO Box 18,Ramsey House, Central Square, Wembley,Middlesex Tel 902 8865Southern J. T. ShawHCITB Southern Regional Office, The ManorHouse, Church Street, Leatherhead, SurreyTel 5617 or 6099

Horr Hotel and Catering In Training Board

Telephone 01-902 8865PO Box 18 Ramsey House Central Square

WembleyMiddlesex