TLE/
TVL
Housekeeping
NC II
Quarter 1 – Module 1:
Provide Housekeeping Services
to Guests
Self-Directed Learning Material
Department of Education – Republic of the Philippines
TLE/TVL - Housekeeping NC II
Self-directed Learning Materials
Quarter 1 – Module 1: Provide Housekeeping Services to Guests
First Edition, 2020
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Every effort has been exerted to locate and seek permission to use these materials from
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Published by the Department of Education
Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio
Development Team of the Module
Writer: Eleodenis T. Abata
Editors: Cosette C. Navales
Reviewers: Cosette C. Navales, Marcelo O. Roco
Illustrator: None
Layout Artist: None
Management Team: Reynaldo M. Guillena
Emma A. Camporedondo
Basilio P. Mana-ay Jr.
Alma C. Cifra
Aris B. Juanillo
Marcelo O. Roco
Printed in the Philippines by ________________________
Department of Education – Region XI, Davao City Division
Office Address
: DepEd Davao City Division, E. Quirino Ave.,
Davao City, Davao del Sur, Philippines
Telefax
: (082) 224 0100
E-mail Address
: info@deped-davaocity.ph
TLE/TVL
Housekeeping
NC II
Quarter 1 – Module 1/Week 1:
Provide Housekeeping Services
to Guests
Introductory Message
For the facilitator:
Welcome to the TLE/TVL - Housekeeping NC II Self-Directed Learning Materials
(SDLM) on how to Provide Housekeeping Services to Guests.
This module was collaboratively designed, developed and reviewed by educators
both from public and private institutions to assist you, the teacher or facilitator in
helping the learners meet the standards set by the K to 12 Curriculum while
overcoming their personal, social, and economic constraints in schooling.
This learning resource hopes to engage the learners into guided and independent
learning activities at their own pace and time. Furthermore, this also aims to help
learners acquire the needed 21st century skills while taking into consideration
their needs and circumstances.
In addition to the material in the main text, you will also see this box in the body of
the module:
Notes to the Teacher
This contains helpful tips or strategies
that will help you in guiding the learners.
As a facilitator you are expected to orient the learners on how to use this module.
You also need to keep track of the learners' progress while allowing them to
manage their own learning. Furthermore, you are expected to encourage and assist
the learners as they do the tasks included in the module.
2
For the learner:
Welcome to the TLE/TVL -Housekeeping NC II Self-directed Learning Material
(SDLM) on how to Provide Housekeeping Services to Guests.
In this module, you learn how important housekeeping is. The scope and the
nature of housekeeping provide us an idea on how to handle cleaning activities.
Though it is a bulky task but worth sharing our service with empathy to build a
relationship and gain the trust in the guest who serves as the lifeblood in any
hospitality industry business. Housekeeping is the heart of the hotel without its
operation will not be completed. Hence, it is important to note that you learner will
take part in acquainting relevant competencies to develop your skills and to have a
better understanding of it.
This module was designed to provide you with fun and meaningful opportunities
for guided and independent learning at your own pace and time. You will be
enabled to process the contents of the learning resource while being an active
learner.
This module has the following parts and corresponding icons:
What I Need to Know
This will give you an idea of the skills or
competencies you are expected to learn in
the module.
What I Know
This part includes an activity that aims to
check what you already know about the
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.
What’s In
This is a brief drill or review to help you link
the current lesson with the previous one.
What’s New
In this portion, the new lesson will be
introduced to you in various ways such as a
story, a song, a poem, a problem opener, an
activity or a situation.
What is It
This section provides a brief discussion of
the lesson. This aims to help you discover
and understand new concepts and skills.
What’s More
This comprises activities for independent
practice to solidify your understanding and
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.
What I Have Learned
This
includes
questions
or
blank
sentence/paragraph to be filled into process
what you learned from the lesson.
3
What I Can Do
This section provides an activity which will
help you transfer your new knowledge or
skill into real-life situations or concerns.
Assessment
This is a task which aims to evaluate your
level of mastery in achieving the learning
competency.
Additional Activities
In this portion, another activity will be given
to you to enrich your knowledge or skill of
the lesson learned. This also tends the
retention of learned concepts.
Answer Key
This contains answers to all activities in the
module.
At the end of this module you will also find:
References
This is a list of all sources used in
developing this module.
The following are some reminders in using this module:
•
•
•
•
•
•
Use the module with care. Do not put unnecessary mark/s on any part of
the module. Use a separate sheet of paper in answering the exercises.
Don’t forget to answer What I Know before moving on to the other activities
included in the module.
Read the instruction carefully before doing each task.
Observe honesty and integrity in doing the tasks and checking your
answers.
Finish the task at hand before proceeding to the next.
Return this module to your teacher/facilitator once you are through with it.
If you encounter any difficulty in answering the tasks in this module, do not
hesitate to consult your teacher or facilitator. Always bear in mind that you are
not alone.
We hope that through this material, you will experience meaningful learning
and gain deep understanding of the relevant competencies. You can do it!
4
What I Need to Know
This module was designed and written with you in mind. It is here to help you
master the concept of Housekeeping. The scope of this module permits it to be used
in many different learning situations. The language used recognizes the diverse
vocabulary level of students. The lessons are arranged to follow the standard
sequence of the course. But the order in which you read them can be changed to
correspond with the textbook you are now using.
This module was anchored on the Curriculum Guide in TLE/TVL- Housekeeping
NCII under the Home Economics component.
Understand concepts related to the lesson on Providing Housekeeping Services to
Guests.
LO 1 - Handling Housekeeping Request
1.1 Discuss implementing Hotel Codes, Rules and regulations;
1.2 Explain different skills of good housekeeper needs such as interpersonal
and intrapersonal skills;
1.3 List down and describe the basic functions of each personnel in the
housekeeping department;
1.4 Discuss the nature and scope of guestroom cleaning, care and
maintenance;
After going through this module, you are expected to:
➢ Discuss hotel codes including the rules and regulations.
➢ Explain the difference between interpersonal and intrapersonal skills of a
housekeeper.
➢ Write down and describe the function of personnel in the housekeeping
department.
➢ Discuss the nature as well as the scope in cleaning the guest room.
5
What I Know
Multiple choice.
Direction: Please read the questions carefully. Choose the letter that corresponds to
the best answer. Use a separate sheet of paper for your answer.
1. Ann is a housekeeper at the Marco Polo hotel. She usually cleans the room to
give comfort to the guest in which she follows the mandatory rule before
entering the room. Which rule should Ana perform?
a. two-knock, three-announcement rule
b. one-knock, two-announcement rule
c. three-knocks one announcement rule
d. one knock one announcement rule
2. Hotel rules are designed for, which one is true?
a. disciple
c. security
b. mastery
d. All of the above
3. Interpersonal skills or people skills are the life skills we use in communicating
and interacting with people. Below are examples of interpersonal skills except for
a. ability to manage conflict
c. ability to listen
b. ability to communicate clearly
d. ability to cope with change
4. Being able to face the consequence of your action and not blaming others for
what had happened means:
a. demonstrating responsibility
c. being accountable for your actions
b. being flexible
d. ability to manage conflict
5. Cosette is a guest who stayed in room 203. It happens that the television
channel is not working. She reported this case to a housekeeper who is timely
in cleaning her room. The housekeeper reported the complaint to the
housekeeper supervisor. Which skill is evident to a housekeeper?
a. self-awareness
c. social awareness
b. communicate clearly
d. Adaptability
6. Rosalina is the executive housekeeper in the housekeeping department and
serves several responsibilities. Which one is not true of her responsibilities?
a. manage housekeeping team
b. represent the department during top management meetings
c. supervise the changing of floor linens
d. translate all hotel policies, procedures, and standards into
housekeeping operations.
6
7. Jay R cleans the guest room. He needs to remove all dry linen. Where should
this dry linen be placed?
a. linen bag
c. plastic bag
b. trash bag
d. shelves of trolley
8. Maylen performs the room servicing to the room of John Lloyd, a guest who
stayed at room 205 for 3days already. The sequence for servicing of rooms
should be observed. What is the final sequence for servicing rooms?
a. checking the room at once
c. cleaning of bathroom
b. replenishing of room supplies
d. bed making
9. When checking into a hotel, it is a must that all guests should familiarize
themselves with the house rules. They are also required to fully adhere to it
because any violation would mean cancellation of the reservation. Which of the
following cases that might result in guest cancellation of reservation?
a. Ana bring her dog while checking in
b. Luis allows paying the down payment
c. Liza carries with her clothes with an iron
d. Joel goes out and endorses the key to the desk
10. Hotel coding is very important. It allows their staff to simplify their way of
understanding hotel terms. Which of these codes is true to the term Occupied?
a. OCC
c. DND
b. OC
d. OD
7
Lesson
1
Handle Housekeeping
Requests
In this lesson, you will learn that hotels provide housekeeping services for the
satisfaction of the guest during their stay.
What’s In
Let us review and recall the past lesson and your experiences at home by
answering this activity.
Arrange the jumbled letters related to housekeeping. Write your answer on a
separate sheet of paper.
1. 1. l h o e t
2. t u g e s
3. c y t u e s i r
4. s l s l i k
5. o r e h e u e s k p e
6. l e a n h d
7. t e q r s e u
8. l e n n o s r e p
9. g i a n c l n e
10. s e e c v r i
Notes to the Teacher
This contains helpful tips or strategies that will help
you in guiding the learners.
8
What’s New
In this module, you will learn the comprehensive things that are factual about
providing housekeeping requests. This will help you understand what a
housekeeper should know and apply to a certain situation. Handling inquiries,
complaints, and the attitude of the housekeepers, rules and regulations as well as
handling guest requests.
Read and Learn
A story
“Room Service is Commendable”
Jay-R went to Manila for a business trip.
He stayed in a hotel with some of his
business associates. He stayed in a suite
room with a pool view. It is a walking
distance to a shopping center and
entertainment. His experience was very
nice everything is at best with very
helpful staff. He was happy and
certainly will go back again.
Questions: (Please answer on a separate sheet of paper)
1. What have you noticed on Jay-R experience?
2. What do you think is the reason why he made mentioned: “will go back
again”?
Let us try this.
Give at least two possible solutions to the situations or problems encountered as a
hotel attendant/housekeeper.
Possible Solution
Problems
1.
2.
1. Lost of belongings after the
housekeeper cleaned the room.
1.
2.
2. Two guests requested a room makeup at the same time.
1.
2.
3. Physical work-related injuries such as
arm, back and shoulder.
1.
2.
4. A room attendant found an item from
the guest who has just recently
check-out.
1.
2.
5. Do not Disturb for a long period of
time.
9
What is It
Hotel Codes Rules and Regulations
In giving the best service to the guest, hotels follow different approaches to instill
discipline among staff who serves as a front liner in providing quality service in the
hospitality industry business. Guest satisfaction comes in when there will be wellmannered staff. This gives comfort and security to the guest. It helps guests build
contentment and trust. Thus, security is the important duties of the hotel.
Guest Orientation on the House Rules
An agreement between the guest and the hotel management. Departing guests
must read and be familiar with the house rules to avoid misunderstanding. House
rules are fully adhered to by the guest to avoid a violation. Any violations mean
cancellation of the reservation and are charged with the full amount of the
accommodation.
House Rules
1. Check-in time for an overnight stay is 2:00 pm while check-out time is noon.
The extra payment will be charged for a late check-out guest. Check-out
time would not be later than 2:00 pm. If a guest comes earlier before the
check-in time may stay at the hotel lobby or restaurant area with no extra
additional cost.
2. Fifty percent (50%) is required for a down payment as confirmation of
reservation.
3. Rules are subject to change without prior notice.
4. An additional amount shall be charged for the excess of minimum
occupancy so room capacity is strictly observed.
5. Before leaving out or when you leave the premises, please endorse the keys
to the front desk
6. Please do not remove and take indoor inventory outside or even move
furniture from one room to another. Any items missing or damaged and
losses of items belonging to the hotel will be charged accordingly.
7. Do not leave valuable items unattended. The hotel is not liable for stolen
items and any losses or damages.
8. Guests are refrain to entertain and admit visitors in the rooms for safety and
security reasons.
9. The hotel respects the privacy of the guest, any disorder, and illegal activities
are not permitted.
10. To regulate safety and well-being, guests are required to observe those house
rules.
10
Entry into a Guest’s Room
One of the responsibilities of a housekeeper is to clean the room of the guest. The
housekeeper must follow the mandatory two-knock, three-announcement rule. The
housekeeper must knock twice using his knuckles of his hand and say
“housekeeping!”. Upon entry, the housekeeper again will say housekeeping. In case
the guest did not hear the announcement, the housekeeper will wait for about 24
hours. If after which still no response it is his/her duty to inform his/her
supervisor and the supervisor will report this to the security.
Another important thing that a housekeeper should do is to follow the “Do not
Disturb” sign and to ensure guest safety at all times. The housekeeper should not
enter into the room which is not assigned to him/her to build guest trust and
satisfaction.
Cleaning
Another function of a housekeeper is to
clean the room. The hotel must ensure
that the guest room is clean and in
order. To perform this, Housekeeper
follows a complete series of cleaning
and sanitizing procedures. The most
common tasks to perform is the
changing of linens and toiletries.
Source: https://hotelcleaningservices.com/
Gifts and Tipping
“Rules in giving tips and gifts
from guest”
All hotels allow guest to give
tips as part of appreciation in
giving quality service. But
housekeepers must not solicit
tips or negotiate amount
Source:
https://www.google.com/search?q=hotel+gifts+and+tipping%27&rlz=1C1SQJL_enPH902PH902&sourc
e=lnms&tbm=isch&sa=X&ved=2ahUKEwiQhNKE9orsAhV1NKYKHcUOCMIQ_AUoAXoECBAQAw&biw=1
366&bih=657
11
Lost and Found
Lost and found items after guest departure must be reported immediately to the
floor supervisor. One of the duties of the floor supervisor is to check if the guest is
still around or not and follow the lost and found procedures.
Lost and Found
Perishable items - after three days if the owner will not come back to claim the
left items will be given to the finders keeper.
Non-perishable items - if not claim after one month it will be given to the
the employee who found it.
Valuables - if not claim after one year the hotel management will decide what to
do.
Professionalism and Hygiene Appearance
It is a highly valued trait in any workplace. This includes integrity, honesty, polite
behavior, specialized skill, good judgment, etc. Hotel standard depends on how one
carries oneself and how one performs his/her job.
The personal appearance of housekeeping staff on duty must :
➢ be well-groomed with a high degree of personal hygiene,
➢ have trimmed nails and hair, and a clean uniform,
➢ have a clean and pleasant appearance.
Skills of a Housekeeper
A good housekeeper must need to have the skill to master to be able to stand the
demanding job in housekeeping.
COMMUNICATION
INTERPERSONAL
SKILLS
SELF
AWARENESS
PROBLEM
SOLVING
ADAPTABILITY
INTRAPERSONAL
SKILLS
CONFLICT
RESOLUTION
TEAM
WORKING
LISTENING
ABILITIES
DECISION
MAKING
SOCIAL
AWARENESS
RELATIONSHIP
MANAGEMENT
12
SELF
MANAGEMENT
•
Interpersonal skills are skills that we use in communicating or interacting
with people. The housekeeping staff must possess the right attitude, have
good listening skills to avoid any miscommunication, and be a good team
player.
•
Intrapersonal skills are skills, talents or abilities of a certain individual. The
housekeeping staff must be able to retain and pursue the demand of the
guest until it is fulfilled. Sincere and physically fit. Shows respect to each
hotel guest they are dealing with. They must conduct themselves confidently
and courteously with high integrity.
Personnel in the Housekeeping Department
Do you know that in terms of the duties and responsibilities of personnel in the
housekeeping department differ from each other? They are the largest workforce in
the hotel.
But one common denominator of all their functions is ensuring guests’ safety and
security. The truth of their existence is to provide service for guests’ comfort and
convenience. The reason why housekeeping staff cooperates closely to achieve a
common goal that would lead to guests’ satisfaction.
Structure of Housekeeping Staff
There is a huge workload on the hotel housekeeping staff. The housekeeping work
is carried out at various levels such as managerial level, supervisory level and
operational level. Let us see the work and responsibilities at each level.
The general structure of housekeeping staff is as shown below –
Source: Tutorialspoint.com
13
Executive Housekeeper / Manager of Housekeeping
The Executive Housekeeper is the head of the housekeeping department. The
Deputy Housekeeper and Assistant Housekeeper will report to the Executive
Housekeeper.
Their responsibilities include −
•
•
•
•
•
Manage the housekeeping team including training, promotions and motivate
the new and existing employees.
Ensure overall cleanliness and aesthetics including sanitation, comfort and
ambiance of the hotel.
Monitor regular inventory of guest supplies, linen and housekeeping
equipment of the hotel property.
Organize and handle training in flower arrangements for different events.
Present the estimate of the required budget to the General Manager of the
hotel and represent the department during the top management meeting.
Supervisors of Housekeeping
The supervisors report to the Assistant Housekeeper. Their responsibilities include
➢ Floor Supervisor
• Issue keys to the room attendants.
• Coordinate to the floor operations and tray clearance with room
attendants.
• Inspect rooms for readiness and report to the front office.
• Cater to the VIP facilities and provide special supplies such as hot
drinking water and babysitting provision.
➢ Public Area Supervisor
• Ensure that cleanliness is maintained properly at all times especially in
public areas such as lobby, lifts, parking, swimming pool, coffee shop,
conference and banquet halls, including the restaurant.
• Ensure banquet and conference halls are well kept and ready for use.
• Ensure the concerned operating staffs are available in the assigned
schedule.
➢ Night Supervisor
• Ensure the provision of guest supplies such as water, extra bed, fans, or
towels.
• Ensure the operation of staff working at night following all cleaning
SOPs.
• Supervise hotel area at night and ensure cleanliness in all areas.
➢ Uniform Room Supervisor
• Provide clean, ironed, and fresh uniforms to the hotel staff.
• Suggest procurement of any uniforms required.
• Check repaired linen from the tailor room.
• Keep track of the number and condition of uniforms.
14
➢ Linen Room Supervisor
• Inspect and check linen before sending it to the laundry and ironing.
• Maintain linen influx and outflux register.
• Check the repaired linen from the tailor room and suggest linen
replacements if required.
Operating Attendants
The positions and responsibilities of the Operating Attendants are explained
below.
➢ Uniform Room Attendant
• Collect the uniforms of staff at the end of every shift and maintaining
them to be used for the next time.
• Maintain the shelves of uniforms and linens.
• Give and take back the uniforms from the staff.
➢ Linen Room Attendant
• Segregate the dirty linen according to its type and sending it to the
laundry.
• Keep the track of linen count before and after laundry.
• Stack towels, bed sheets, pillowcases, table napkins separately into
different sections of shelves.
➢ Guest Room Attendant
• Report to the floor supervisor.
• Clean the guest rooms, guest bathrooms, and the corridors.
• Change the linen of the guest room and guest bathrooms.
• Make guest-room beds and top up the guest supplies.
• Replenish the hotel cleaner’s trolley with supplies and linens for the next
shift staff.
➢ Storekeeper
• Report to the floor supervisor.
• Keep the count of cleaning equipment and items such as cleaners and
detergents.
• Generate requisition to purchase the required material.
➢ Public Area Attendants
• Report to the public area supervisor.
• Keep the parking, lobbies, guest rooms, lifts, and corridors in the bestmaintained status.
• Keep these areas smelling fresh and clean.
➢ Night Shift Attendants
• Report any hotel safety issues to the night supervisor.
• Perform housekeeping duties at the night.
15
Guest Room Cleaning Care and Maintenance
Before we proceed, recall your cleaning care and maintenance at home. Your
experience might give you an idea of how to perform the procedure. It helps you
understand the nature and its scope.
In most hotels, there are points to consider when doing cleaning service to a guest
room.
Here are some points that might help you in doing so.
^ clean in one direction
^ clean from top to down
^ clean from the farthest point
^ check for damage if something requires maintenance or if it is lost.
^ use correct cleaning materials, cleaning agents and cleaning equipment. Most
hotels follow the phases in cleaning the guest room.
6 Phases in Cleaning a Hotel Guest Room
1.Turning off the air conditioning system and open the windows to air out the
room. Wash hands and wear disposable gloves. Emptying the trash cans and bins.
Stripping the beds and removes dirty or soiled linens
2. Removal of dirty towels in the bathroom such as bath, hand, and face towels.
Cleaning and spraying are necessary for disinfection. Removal of gloves
3. Make up the bed
4. Dusting of all surfaces such as bedside table, TV, desk and chair. Checking for
the proper function of the TV, air conditioning and lights.
5. Cleaning the bathroom
6. Replacing hotel products such as shampoo, soap, toiletries, etc.
16
What’s More
Read and analyze each question carefully. Write the word TRUE if the statement is
correct and the word FALSE if it is incorrect. Write your answer on a separate
sheet of paper.
Source:
https://www.google.com/search?q=hotel&rlz=1C1SQJL_enPH902PH902&source=lnms&tbm=isch&sa
=X&ved=2ahUKEwiAquOm8orsAhWXdXAKHci-CL4Q_AUoAnoECBQQBA&biw=1366&bih=657
1. Hotel rules are designed for security purposes.
2. The room attendant follows the two-knock, three-announcement hotel rules
before entering the room.
3. Visitors are not permitted in the hotel guest room.
4. Guests must be oriented on the hotel house rules.
5. Intrapersonal skills are life skills use in communicating and interacting with
people.
6. In case the hotel canceled the accommodation due to the guest's violation,
the guest will pay 50% of the total amount of accommodation.
7. The ability to cope up with change is interpersonal skills.
8. The duties and responsibilities of personnel in the housekeeping department
differ from each other.
9. Safety, security and satisfaction are the common denominators of all
housekeeping personnel.
10. The guest request must be handled properly to satisfy them.
17
What I Have Learned
In summary, this module gave you the learning opportunities that help you
understand the knowledge and skills of a housekeeper especially, on how to handle
housekeeping requests.
❖ Hotel is one of the hospitality industries that provide services to the guest. The
hotel provides rules for both staff and guests to establish a good relationship
and for the guest to stay safe, secured and comfortable.
❖ The skills such as interpersonal and intrapersonal are important roles of the
staff to attain guest satisfaction.
❖ The different staff in the housekeeping department positively perform their
duties and responsibilities.
❖ The cleaning procedures to the guest rooms enabled us to show care and keep it
maintained always as a standard operating procedure to the hotel industries.
❖ The different bedroom amenities and bathrooms supplies gave us a clearer view
as to its uses and purposes.
❖ Most especially the conduct using the procedures in turndown service, room
check, and bed-making are important skills that a housekeeper should master.
❖ The points and tips are a big help in handling and taking care of guest requests
as well as their complaints need to be handled positively with empathy.
❖ Lastly, the concept of service in the hospitality industry gave us the reason to
respect life and understanding the uniqueness of an individual.
18
What I Can Do
From the lessons you have learned, this time my dear learner, Let us apply the
learned skills to real-life situations. This will be done for you to continue and
perhaps attain mastery of the learned skills.
Home Activity:
In this activity, you are asked to document your answer by using a separate paper.
1. Go around the area or rooms in your house like the bedroom, toilet, living room,
dining room, including the kitchen. Identify three (3) things in every room that may
require housekeeping knowledge. You may use the table below as your guide.
Area
Bathroom
Housekeeping Needs
Example: The lavatory needs to be
scrubbed and cleaned.
2. Observe your mother as a housekeeper. List five cleanliness habits that she
practices.
3. Observe your own house and do the following:
a. Make a list on an area in your house that is well maintained and an area
that is neglected.
b. List down your observation on the areas that are well maintained.
c. Make a recommendation on the areas that are neglected.
Rubric:
Criteria
Conveyed
of Ideas
Language
Purpose
Relevance to
the topic
Unacceptable
1 point
Most ideas are
unsupported,
reasoning is
flawed.
Employ words
that are unclear,
inadequate to
clarify
The purpose and
focus of the
writing are not
clear
Details and
information
conveyed is
irrelevant to the
topic
Acceptable
2 points
Present ideas in
general terms.
Support of ideas is
inconsistent, the
reasoning is unclear
Word forms and
sentence structure
convey basic
meaning.
The organization,
content and style
sometimes interfere
with the purpose
Details and
information
sometimes related to
the topic
19
Target
3 points
Support most ideas
with clear details.
Words forms are
correct. The presence of
a few errors is not
distracting
The learner has made a
good decision in the
organization, content,
and style to achieve the
purpose of writing.
Details
conveyed relevant
information about the
topic
Assessment
Multiple choice.
Direction: Please read the questions carefully. Choose the letter that corresponds to
the best answer. Use a separate sheet of paper for your answer.
1. Ann is a housekeeper at the Marco Polo hotel. She usually cleans the room
to give comfort to the guest in which she follows the mandatory rule before
entering the room. Which rule should Ana perform?
a. two-knock, three-announcement rule
b. one-knock, two-announcement rule
c. three-knocks one announcement rule
d. one knock one announcement rule
2. Hotel rules are designed for, which one is true?
a. disciple
c. security
b. mastery
d. All of the above
3. Interpersonal skills or people skills are the life skills we use in communicating
and interacting with people. Below are examples of interpersonal skills except for
a. ability to manage conflict
c. ability to listen
b. ability to communicate clearly
d. ability to cope with change
4. Being able to face the consequence of your action and not blaming others for
what had happened means:
a. demonstrating responsibility
c. being accountable for your actions
b. being flexible
d. ability to manage conflict
5. Cosette is a guest who stayed in room 203. It happens that the television
channel is not working. She reported this case to a housekeeper who is timely
in cleaning her room. The housekeeper reported the complaint to the
housekeeper supervisor. Which skill is evident to a housekeeper?
a. self-awareness
c. social awareness
b. communicate clearly
d. Adaptability
6. Rosalina is the executive housekeeper in the housekeeping department and
serves several responsibilities. Which one is not true of her responsibilities?
a. manage housekeeping team
b. represent the department during top management meetings
c. supervise the changing of floor linens
d. translate all hotel policies, procedures, and standards into
housekeeping operations.
7. Jay R cleans the guest room. He needs to remove all dry linen. Where should
this dry linen be placed?
a. linen bag
c. plastic bag
b. trash bag
d. shelves of trolley
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8. Maylen performs the room servicing to the room of John Lloyd, a guest who
stayed in room 205 for 3days already. The sequence for servicing of rooms
should be observed. What is the final sequence for servicing rooms?
a. checking the room at once
c. cleaning of bathroom
b. replenishing of room supplies
d. bed making
9. When checking into a hotel, it is a must that all guests should familiarize
themselves with the house rules. They are also required to fully adhere to it
because any violation would mean cancellation of the reservation. Which of the
following cases that might result in guest cancellation of reservation?
a. Ana bring her dog while checking in
b. Luis allows paying the down payment
c. Liza carries with her clothes with an iron
d. Joel goes out and endorses the key to the desk
10. Who is the one who will give the keys to the room attendants?
a. the floor supervisor
c. the guest room attendant
b. the night supervisor
d. the public area supervisor
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Additional Activities
Let us do this!
A. Interview a friend, a relative, or member of a family who is working as a
housekeeping attendant. Write your answer in a separate sheet of paper.
1. Do you think the workload of being a room attendant is heavy? How much does
a full-time room attendant can earn monthly? How many hours should a room
attendant work a day?
2. Why are good interpersonal and communication skills needed in performing the
job as a housekeeper?
3. Hotels have different categories, how they differ in terms of amenities they
provide for the guest?
4. Interview a housekeeper about his/her experience in handling customers ’
complaints?
Rubric:
Criteria
Conveyed
of Ideas
Language
Purpose
Relevance to
the topic
Unacceptable
1 point
Most ideas are
unsupported,
reasoning is
flawed.
Employ words
that are unclear,
inadequate to
clarify
The purpose and
focus of the
writing are not
clear
Details and
information
conveyed is
irrelevant to the
topic
Acceptable
2 points
Present ideas in
general terms.
Support of ideas is
inconsistent, the
reasoning is unclear
Word forms and
sentence structure
convey basic
meaning.
The organization,
content and style
sometimes interfere
with the purpose
Details and
information
sometimes related to
the topic
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Target
3 points
Support most ideas
with clear details.
Words forms are
correct. The presence of
a few errors is not
distracting
The learner has made a
good decision in the
organization, content,
and style to achieve the
purpose of writing.
Details
conveyed relevant
information about the
topic
Answer Key
23
References
Andrews, Ssudhir. “Hotel Housekeeping Training Manual.” New, Delhi: Tala
McGraw-Hill Publishing Co.Ltd.
Martin, Robert J. “Professional Management of Housekeeping Operations.
New York:John Wiley &Sons.
Tutorialspoint.https://www.tutorialspoint.com/hotel_housekeeping/hotel_houseKeeping_staff_duties.htm
Urbiztondo, Laarni (2016)” Housekeeping.” Philippine Copyright 2016 by Rex
Bookstore, Inc. Sampaloc, Manila
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For inquiries or feedback, please write or call:
Department of Education – Region XI Davao City Division
Elpidio Quirino Avenue, Davao City, Davao del Sur, Philippines
Telephone: (082) 224 0100 / 228 3970
Email Address: info@deped-davaocity.ph / lrmds.davaocity@deped.gov.ph