11
TVL-HE- HOUSEKEEPING
Quarter 1 – Module 1:
HANDLE HOUSEKEEPING
REQUESTS
TVL – Grade 11
Alternative Delivery Mode
Quarter 1 – Module 1: Handle Housekeeping Requests
First Edition, 2020
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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: Joseph S. Mapili
Editors: Jonathan L. Bayaton & Jesusa D. Paladar
Reviewers: Jesusa D. Paladar & Ivah Mae C. Estoconing
Typesetter: Marichu Pocon
Layout Artist: Jefferd Alegado
Management Team: Senen Priscillo P. Paulin, CESO V
Rosela R. Abiera
Fay C. Luarez, TM, Ed.D., Ph.D.
Maricel S. Rasid
Adolf P. Aguilar, Ed.D.,TM
Elmar L. Cabrera
Nilita R. Ragay, Ed.D.
Antonio B. Baguio, Jr. Ed.D.
Printed in the Philippines by ________________________
Department of Education –Region VII Schools Division of Negros Oriental
Office Address:
Tele #:
E-mail Address:
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11
TVL
Quarter 1 – Module 1:
Handle Housekeeping Requests
Introductory Message
For the facilitator:
Welcome to TVL-11 Housekeeping Services Alternative Delivery Mode (ADM)
Module on Handle Housekeeping Requests!
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.
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For the learner:
Welcome to TVL 12- Housekeeping Services Alternative Delivery Mode (ADM)
Module on Handle Housekeeping Requests!
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
What I Know
This will give you an idea of the skills or
competencies you are expected to learn in the
module.
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; 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 in to process
what you learned from the lesson.
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.
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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.
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:
1. 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.
2. Don’t forget to answer What I Know before moving on to the other
activities included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your
answers.
5. Finish the task at hand before proceeding to the next.
6. 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!
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What I Need to Know
This module was designed and written with you in mind. It is here to help you master
the nature of Housekeeping Services. 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.
The module covers seven lessons:







Lesson 1 – Discuss Implementing Hotel Codes, Rules and regulations
Lesson 2 - Explain different skills of good housekeeper needs such as
interpersonal and intrapersonal skills
Lesson 3 - List down and describe the basic functions of each personnel in
the housekeeping department
Lesson 4- Discuss nature and scope of guestroom cleaning, care and
maintenance
Lesson 5- Enumerate bedroom and bathroom amenities offered in an
institution
Lesson 6- List down procedures in conducting room check, turn down and
make-up beds
Lesson 7- Demonstrate proper handling of guests requests in housekeeping
following safety and security standards
After going through this module, you are expected to:
1. Discuss the proper handling of housekeeping requests.
2. Demonstrate the proper handling of housekeeping requests.
3. Show accountability to guests’ in handling different kinds of housekeeping
requests.
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What I Know
A. MULTIPLE CHOICE
Direction: Choose the letter of the best answer. Write the letter of your answer in
your activity notebook.
1
1. Hotels have a mandatory ______________ rule for room attendant upon entering
the room.
a. Two-knock, three-announcement rule
b. One-knock, two-announcement rule
c. Three knocks
d. None of the above
2. Hotel rules are designed for ____________.
a. Discipline
b. mastery
c. security
d. A and C
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:
a. Ability to manage conflict
b. Ability to listen
c. 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. Demonstrate responsibility
b. Being accountable for your actions
c. Being flexible
d. Ability to manage conflict
5. Intrapersonal skills or personal skills are the abilities and talents that exist
within the person, which aids him or her in problem solving. Below are examples
of intrapersonal skills except:
a. Self-awareness
b. Social awareness
c. Communicate clearly
d. Adaptability
6. The executive housekeeper is the head of the housekeeping and serves several
responsibilities. Below are responsibilities of an executive housekeeper except:
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
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7. Departure rooms should be cleaned first to prepare them for the next guest to
come. The next to be attended are rooms with the tags “Clean my Room” and
the last to be attended are the:
a. Occupied rooms
b. Rooms with “Do not Disturb” sign
c. Out of order rooms
d. Rooms with occupants for checkout
8. The sequence for servicing of rooms has to be observed. What is the final
sequence for servicing rooms?
a. Checking the room at once
b. Cleaning of bathroom
c. Replenishing of room supplies
d. Bed making
9. The following are bedroom amenities except:
a. Spacious bedrooms with king or queen size beds
b. Premium quality linens
c. Plush duvet
d. Hair brush
10. These are examples of bathroom amenities except:
a. Disposal bag
b. Shower cap
c. Water tumblers
d. Linens
B. Answer the following questions on your activity notebook. (5 pts.each number)
1. Why is proper handling of guest requests important?
2. Why should one need to be familiar and fully adhere with hotel house
rules while checking-in?
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Lesson
1
Handle Housekeeping
Requests
The first lesson dwells on providing housekeeping to guests. It explains the
importance of handling guest requests, handling guest inquiries, and handling
problems related to housekeeping.
Housekeeping is designed to enhance the knowledge, skills and attitude of the
student to be able to provide cleaning and property maintenance services particular
for a lodging facility, however, competency learned may be useful in applying for any
housekeeping position in most types of establishments.
What’s In
Recall related topics that talks about providing services to guests. Write this activity
on your notebook.
Notes to the Teacher
This contains helpful tips or strategies that
will help you in guiding the learners.
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What’s New
Direction: Answer the following questions/statements below. Write your answer on
your activity notebook.
1. Discuss briefly the word housekeeping.
2. What will happen if you follow the improper ways of housekeeping activities?
3. What do you think is the reason why housekeeping is branded as one of the most
neglected areas of operations among hotels, resorts, and many lodging
establishments?
Essay Rubrics
Areas of
Assessment
Ideas
Organization
Understandin
g
Mechanics
A
Presents ideas
in an original
manner
10 points
Strong and
organized
beg/mid/end
10 points
Writing shows
strong
understandin
g
10 points
Few (if any)
errors
10 points
B
Presents ideas
in a
consistent
manner
7 points
Organized
beg/mid/end
C
D
Ideas are too
general
Ideas are
vague or
unclear
1 point
No
organization;
lack
beg/mid/end
1 point
Writing shows
little
understandin
g
1 point
Numerous
errors
1 point
Writing shows
a clear
understandin
g
7 points
Few errors
4 points
Some
organization;
attempt at a
beg/mid/end
4 points
Writing shows
adequate
understandin
g
4 points
Several errors
7 points
4 points
7 points
TOTAL
POINTS
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What is It
Discuss implementing Hotel Codes, Rules and regulations
The word “Housekeeping” refers to the upkeep and maintenance of
cleanliness and order in a house or a lodging establishment such as inn, hotel,
apartel, condominium, resort, dormitory or a hospital. A housekeeper is one who is
responsible for administering housekeeping maintenance and for insuring that
everything is in order. She sees to it that all occupants are comfortable, safe and
protected from disease –causing bacteria.
Housekeeping is often one of the most neglected areas of operations among
hotels, resorts and many lodging establishments. With the limited knowledge of
many staff on housekeeping standards and procedures, a lot of unsound
housekeeping practices remain uncorrected. Bacteria and pests proliferate, making
occupants vulnerable to various forms of illness.
Furniture and fixtures that are not properly cleaned and maintained will have
a shorter life span.
Improper housekeeping also contributes to safety hazards and could endanger
the lives of occupants.
For any disease or accident emanating from poor housekeeping maintenance,
the management shall be held liable. It can result to a loss reputation and patronage,
or worst, a loss of business license. Proper housekeeping therefore must be given
serious attention for a hospitality establishment to sustain its reputation and
patronage.
During room check, the room supervisor checks the status of each room using
the code below. He prepares the room status report and endorses it to the Front Desk
Clerk as a reference in assigning rooms to guests. This report is important to prevent
double booking or assigning of out of order or dirty rooms to guests.
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STATUS
CODE
OC
STATUS
VR
Occupied
Clean
Occupied
Dirty
Vacant Ready
VC
Vacant Clean
VD
Vacant Dirty
HSUD
BLO
House Use
Dirty
House Use
Clean
Out of Order
Room
Blocked
NS
No Show
SO
HU
Slept Out
House use
DND
Do not
disturb
OD
HSUC
OOO
The room is occupied and has been cleaned and made
up.
The room is occupied but not yet cleaned.
The room is vacant, already made up and has been
checked by the supervisor, ready for sale.
The room is vacant, already made up but not yet
checked by the supervisor.
The guest has checked out and the room is ready for
cleaning.
The room is occupied by non-paying person (usually
from the hotel) and the room is not yet clean.
The room, occupied by non-paying person is already
clean.
Room is under renovation or not fit for occupancy
since it requires repair or maintenance work.
Room is reserved for a guest who is expected to arrive
within the day.
The room is reserved but the guest did not show up or
has not arrived.
The guest slept outside the hotel.
Room is occupied by an officer or staff of the hotel or
the owning company
Guest posted the DND sign and does not want to be
disturbed.
Housekeeping is an important area in any accommodation property. Most
people see housekeeping as simply „cleaning guest rooms‟ but from an operational
perspective there is a lot more to housekeeping than just that. The role of
housekeeping is to ensure the comfort and safety of guests whilst they are staying at
a hospitality organisation. This is the guest‟s 'home away from home'. It is essential
that that a guest is able to enjoy their room in the same manner and with the same
ease as they would enjoy in their own house. The aim of housekeeping is to strive to
enable guests to access
items as easily as in their own home. It is therefore important that housekeeping
staff maintain a professional level of integrity, especially staff who clean rooms.
Housekeeping staff must have high levels of integrity, honesty and discretion
as a guest needs to feel that what takes place or what is left in their room must be
safe and remain confidential. Understandably an accommodation room is
considerably smaller in size than the customer's normal residence and therefore
items that they may need might not be in immediate access.
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HOUSEKEEPING STATUS REPORT
Housekeeping status report is prepared by housekeeping department and
handed down to the front desk to give them an update as to the status of each hotel
room. The front desk then assigns rooms to arriving guests based on the occupancy
report. Below is an example of a housekeeping report.
101
102
103
104
105
106
107
108
109
110
OOO
OOO
OOO
OOO
OOO
VC
VD
OOO
OOO
OOO
201
202
203
204
205
206
207
208
209
210
HOUSEKEEPING REPORT
OOO 301
OOO 302
OOO 303
OOO 304
OOO 305
VC 306
VD 307
OOO 308
VD 309
VD 310
OOO
OOO
OOO
OOO
OOO
VD
VDR
VDR
VD
VD
401
402
403
404
405
406
407
408
409
410
OC
OC
OC
OC
OC
OC
OC
OC
VD
VD
Explain different skills of good housekeeper needs such as interpersonal and
intrapersonal skills
Interpersonal skills or people skills are the life skills we use incommunicating
and interacting with people. According to Stephen Fiore, a professor at the University
of Central Florida, the two skills both Interpersonal and intrapersonal have long been
recognized as important factors to be successful in school and in workplace.
Interpersonal skills are the skills we use every day when we communicate and
interact with other people, both individually and in groups. They include a wide range
of skills, but particularly communication skills such as listening and effective
speaking. They also include the ability to control and manage your emotions.
It is no exaggeration to say that interpersonal skills are the foundation for
success in life. People with strong interpersonal skills tend to be able to work well
with other people, including in teams or groups, formally and informally. They
communicate effectively with others, whether family, friends, colleagues, customers
or clients. They also have better relationship at home and at work.
There are different interpersonal skills that one needs to master to be able to
stand with the demands of the job in housekeeping.
INTERPERSONAL SKILLS
Ability to manage conflict- being able to manage and handle differences in opinions
and always seeking win-win resolutions.
Ability to solve problems- ability to choose the best course of action in situations
while considering the needs and perspective of others.
Ability to communicate clearly- being able to speak with clarity and directness
and at the same time being sensitive to the need of the receiver.
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Ability to listen- ability to hear other people’s perspective by setting aside
judgment.
Demonstrate responsibility- being able to do the things you say you will do.
Being accountable for your actions- being able to face the consequence of your
action and not blaming others.
Showing appreciation- being able to show people that you value them and their
contribution.
Flexibility- ability to open to new and different way of doing things.
INTRAPERSONAL SKILLS
Skills that individuals use to work through real world situations. Skills that
allow individuals to respond using awareness, thought, and intentional strategy in
order to gain positive outcome. Example of intrapersonal skills include such things
as self-esteem, open-mindedness, being aware of your own thinking, the ability to
learn, being able to understand and manage your own emotions, self- confidence,
self-discipline, self-motivation, being able to overcome boredom, being patient, being
a self-starter, being able to take initiative, working independently, being persistent,
having a positive attitude, and being a good manager of time, to name but a few.
Intrapersonal skills can be learned in the same way that we learn math and
language skills. And they are the absolute foundation of everyday life. The problem
is that these skills aren’t typically introduced to students in any kind of organized
manner.
INTRAPERSONAL SKILLS
Adaptability- the ability to cope with change
Self-awareness- being aware of your own values, needs, and emotions and their
impact to your behavior.
Self-management or self-development- the ability to work autonomously and to
motivate and monitor oneself. It also includes the ability to acquire new information
and skills related to work.
Relationship management- the ability to build relationship based on mutual trust
and respect.
Social awareness- being in tune with other’s feelings and needs.
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List down and describe the basic functions of each personnel in the
housekeeping department
The duties and responsibilities of all the personnel in a housekeeping
department differ from each other but there is one common denominator in all of
their functions- ensuring guest’s safety, security, and satisfaction. We all know that
no hotel can exist without the patronage of its guests, and it is also true that the
only reason for the existence of the staff is to provide service for their guests’ comfort
and convenience. Thus, all personnel in a housekeeping department must not only
assemble as a team, but should work as a coordinates group of people cooperating
or working together for a common goal, that is to create a satisfied guest.
Organizational Structure of a Housekeeping Department
Housekeeping department represents the largest workforce of a hotel.
Operations in most hotels fall under the Rooms Division. In some establishments, it
is a sub section under the Facilities Maintenance Department. The set up and work
distribution varies among hotels and other establishments, taking into
consideration the size of the company and the volume of work to be done.
In a hotel or resort, the Housekeeping job is distributed to various sub
sections. There is a section for Rooms Maintenance, another one for Public areas,
and a separate section for Linen and Laundry Service. Each section is headed by a
section head like a Head Houseman for Public Area, Rooms keeping supervisor for
guestroom maintenance and a Linen and Laundry Supervisor for the linen and
laundry service. All these section heads report to the Housekeeping Manager who
acts as department head.
Among smaller establishments with fewer guestrooms and public areas to be
serviced, the Housekeeping Unit may just be a small section instead of a department,
headed by a Housekeeping supervisor, assisted by an Assistant Housekeeper who
takes over in case the supervisor is not around. All housekeeping staff report directly
to the Housekeeping supervisor.
If there are plenty of guests to be served or the area to be maintained is quite
large as in the case of big hotels, a rigid division of labor and specialization maybe
necessary. This means that one position shall concentrate on a specific type of work.
For example a room boy or chambermaid shall concentrate only on rooms make up,
a mini bar attendant shall be confined to mini bar operations and a pest control
technician may handle only pest control functions.
This type of highly specialized labor distribution requires plenty of staff and
therefore too expensive to maintain among smaller establishments. A good labor
saving strategy is to resort to multiple functions for some positions.
For example room boys and chambermaids may also serve as mini bar
runner, the tasks of a pest control technician maybe delegated to a houseman. One
or two room boys may also serve as technician to do utility jobs like simple repairs,
plumbing work etc. for as long as they are trained to do the job. An all-around
reliever may also be employed. He can relieve anyone who is on day off-whether he
is a houseman, room boy, washer, etc. In doing this, one must make sure that the
tasks covered in one position/person are directly related and it will not overload the
person nor divert him from his major responsibility.
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Organizational Chart of the Housekeeping Department
(For large establishments)
Figure 1
EXECUTIVE HOUSEKEEPER OR
HOUSEKEEPING MANAGER
ROOMSKEEPING
SUPERVISOR
PUBLIC AREA SUERVISOR
LINEN & LAUNDRY
SUPERVISOR
ROOMBOY
HOUSEMAN
UTILITY/
MAINTENANCE
LINEN
ATTENDANT
CHAMBERMAID
PEST CONTROL
TECHNICIAN
LAUNDRY
ATTENDANT
MINI-BAR
ATTENDANT
GARDENER/GRO
UNDS
MAINTENANCE
VALET RUNNER
STEAM
PRESSER/IRONER
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Figure 2
Organizational Chart of the Housekeeping Section
(In smaller establishments)
HOUSEKEEPING
SUPERVISOR
ASSISTANT HOUSEKEEPING
SUPERVISOR
ROOM
ATTENDANT OR
ROOM BOY
HOUSEMAN
AND POWEDER
GIRL
LINEN AND
LAUNDRY
ATTENDANT
GARDENER AND
GROUND
MAINTENANCE
CREW
The Executive Housekeeper
The executive housekeeper is the head of the housekeeping and serves several
responsibilities that include: managing the housekeeping team; translating all hotel
policies, procedures, and standards into housekeeping operations; serving as the
representative of the department during top management meetings; and ensuring
all resources are effectively utilized.
Assistant Housekeepers
Hotel provides 24 hours service. An assistant housekeeper is the head of a
given shift and is responsible in managing the resources provided by the executive
housekeeper to achieve its goal of cleanliness, maintenance, and attractiveness of
the hotel during a given shift. It is also his or her responsibility to translate into
practice all the housekeeping supervisors and executive housekeeper’s policies,
procedures, and standards making sure that executive housekeepers actualize them
at the grass root level of operations. In the absence of a housekeeper, an assistant
housekeeper will take over.
Floor Supervisors
Floor supervisors are responsible in checking the cleanliness and
maintenance of guest rooms on allotted floors for quality assurance. They are also
responsible in controlling the housekeeping personnel which compose of room
attendants and housemen.
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Control Desk Supervisor
Housekeeping control desk is considered as the main communication center
of the housekeeping department. A control desk supervisor has a very important role
to play,that is to ensure the communication with housekeeping personnel is
coordinated to all staff of the hotel.
Public Area Supervisor
The public area supervisor is responsible for ensuring that the public area
attendants or housemen are doing their job in maintaining the cleanliness,
orderliness, and upkeep of the aesthetic image of all public areas in the hotel like
the lobby. Hallways, banquets space, and public rest rooms.
Linen Room Supervisor
Linen room supervisor is responsible in coordinating the exchange of soiled
linen for clean ones. He or she is also the custodian of all linens used and the one
responsible for the maintenance and proper storage of linens to minimize loss.
Laundry Supervisor
Laundry supervisor is responsible for ensuring that laundry attendants are
doing their job-washing, drying, folding, and pressing items- properly.
Uniform Room Supervisors
The major responsibilities of a uniform room supervisor include keeping all
uniforms in safe conditions and to issue laundered uniforms to hotel staff.
Room Attendants
Room attendants are also called chambermaids since mostly women are
employed for the job. They are the ones who are responsible for the cleaning and
maintenance of assigned guest rooms. They serve as the eyes and ears of the security
team to report any untoward incidents. Room attendants also make sure that the
privacy of all theirs guests are not invaded.
Laundry and Linen Room Attendants
Laundry and linen room attendants are responsible for laundering linens,
towels, napkins, aprons, uniforms, and any other items.
Tailor or Upholsterers
Tailor is employed on-site to mend uniforms, linens, and upholstery or
repurpose ripped linens into aprons and rags.
Discuss nature and scope of guestroom cleaning, care and maintenance
GUESTROOM CLEANING, CARE, AND MAINTENANCE
Guests want their hotel room to be clean and to smell good. To be able to
efficiently perform the job as a housekeeper, one is expected to complete a series of
cleaning and sanitizing procedure. It is also expected that cleaning of room are
finished within the given time frame.
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Guestrooms in hotels, resorts and other lodging establishments are also
maintained by the Housekeeping Department. Small hotels with only few rooms to
maintain usually have only one manager or supervisor to attend to both public areas
and guestrooms. But when the hotel is quite large, maintaining hundreds or
thousands of guestrooms, a department or section for room maintenance is
established under a section head. Each floor or area is under the direct supervision
of a floor or area supervisor.
POINTS TO REMEMBER WHEN DOING CLEANING SERVICE TO A GUEST’S
ROOM
Clean in one direction
Clean from top down
Clean from farthest point out
Check for damage, if there is something that requires maintenance, or if a property
is lost
Use correct equipment and cleaning agents to clean surfaces
PHASES OF CLEANING A HOTEL GUEST ROOM
Phase 1
Opening the windows to air out the room and turning off of-air-conditioning system
Washing hands and putting on protective disposable gloves
Emptying out the trash cans or bins
Stripping the bed and removing dirty linens
Phase 2
Removal of dirty towels from the bathroom (bath towels, hand towels, and face
towels)
Spraying the cleaning products necessary for disinfection
Removal of gloves
Phase 3
Making up the bed
Phase 4
Dusting all surfaces such as bedside table, desk, chair, TV, etc.
Checking TV, air-conditioning, and lights to make sure they function properly
Phase 5
Cleaning the bathroom
Phase 6
Replacing all free hotel products such as brochures, mints, shampoo, soap, etc.
Vacuuming the room
Checking over the room, making sure that everything is in place.
CLEANING STANDARDS
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TASKS
Ceiling
cleaning
Sweeping
Vacuuming
Floor
Stripping
Mopping
Floor
Finishing
Dusting
Window
Cleaning
Cleaning
glass panels,
mirrors
Cleaning of
ashtrays
Waste
disposal
Garbage
containers
STANDARDS (EXPECTED RESULTS)
Ceiling is free of cobwebs and dirt.
Ceiling fan and fluorescent are thoroughly dusted.
Spots if any are removed
All swept floors do not have dust streaks nor does show mark where
dirt was picked up.
No dirt left on corners, behind doors, under carpets or furniture
All carpeted areas/ upholsteries are vacuumed regularly, kept clean,
free of dust
All spots are removed upon discovery
Stripping and removal of old floor finish is done whenever necessary
to avoid yellowing and build-up in corners, baseboards or under
furniture
Water is used sparingly. Cleaning solutions are rinsed quickly and
the floor is dried at once
Floor finishes are not allowed to build up in the corners, baseboards
or underneath furniture
All surfaces are dust free
All corners are vacuumed
Window glasses do not have smudges nor watermarks
Window frames and channels are dust free
It is thoroughly cleaned, no visible streaks, scratch or spots
Ashtrays are emptied of soil and cigarette butts washed and wipeddry
Trash, garbage and dirt are disposed immediately
Containers are cleaned as often as necessary
Containers are underlined with plastic
Dusting/clea
ning of
furniture and
fixtures
It is thoroughly dusted; surfaces are free of dirt and spots.
Appliances are arranged in their appropriate location.
Upholstered chairs are shampooed or vacuumed.
Furniture has no damage or defect
Comfort room
and
restrooms
The floor is mopped, sanitized and dried
There is no sign of marks or streaks on walls, fixtures, doors, door
handles and other surfaces.
All metal fixtures and hard wares are cleaned and polished with
metal polish
Bathroom mirror is well polished and wiped dry. There are no marks
or spots.
The sinks are cleaned and sanitized with sanitizing chemical and
they are free of foul odor.
Bathroom supplies are replenished and installed according to
standard arrangement.
Shower curtains are properly brushed and wiped dry.
Enumerate bedroom and bathroom amenities offered in an institution
15
Hotel amenities are the extra service or product the hotel provides for their
guests. Amenities vary in every hotel. There are hotels that offer standard amenities
to all rooms while other amenities may be optional, guests may avail of it if they
want and usually for an additional charge. Below are examples of bedroom and
bathroom amenities.
Bedroom amenities
Spacious bedrooms with king or queen size beds
High grade premium pillow top mattress
Premium quality linens
Plush duvet
Extra pillows
Clothes hanger
Bedside alarm clock
Cordless telephone
High-speed internet access
High-definition flat screen televisions
Desk and comfortable desk chair
Cable television channel
Mini-fridge
Iron and ironing board
Bedside telephone with note pad and pen
Safety deposit locker
Coffee maker
Telephone directory and service directory
Luggage scale
Printing of boarding pass for free
Bathroom amenities
Shampoo
Hair dryer
Conditioner
Bath gel
Lotion
Toothbrush
Hairbrush
Comb
Shoe mitts
Disposal bag
Shower cap
Toilet tissue
Water tumblers
Blade dispenser
Shower cap
Cotton swab
Razor
Shaving foam
Scrub towel
Hot and cold water
16
List down procedures in conducting room check, turn down and make up beds
Every morning, the floor/area supervisor,
together with the room attendant assigned in the
area shall perform a routine room check in every
guestroom purposely to check:
If the room is still occupied;
If the beds in the guestrooms were slept on;
If there are unregistered joiners who occupied the
room;
If the guest is out and the room is ready for
make-up;
If the guest has soiled clothes for laundry;
If the guest is in good condition-neither sick nor
high in drugs
The bulk of cleaning in hotels is done mostly in the morning shift but there are
exceptions like the rooms with a DND or “Do not Disturb” sign, rooms which are
occupied by late night guests, and early morning arrivals by guests with
international flights.
Room check must be done with caution and tact. Some guests get very irritated
when someone gets into their room, especially in the morning when they are still
sleeping or just woke up from sleep.
PROCEDURES FOR ROOM CHECK
A. Rooms with DND sign (stands for Do not Disturb)
1. Look for DND sign on the doorknob and do not knock if the sign is on.
2. Call the guest through the phone in the afternoon. Once he/she responds, identify
yourself and apologize for the disturbance. Tell him/her that you just want to
know if he /she wants her room to be serviced.
“ Good afternoon Mr./Ms. This is _______from Housekeeping. I’m sorry for
disturbing you. I just want to know if you want your room to be made up.”
1. If the guest is not yet ready for the service, ask when he wants the service done.
“Would you like us to do the make up later? At what time sir/ma’am?
2. Jot down the exact time of request in the productivity report. If it is beyond your
duty hours, endorse the request to the next shift. Use the logbook.
B. Rooms without a DND sign and No Guest Inside:
1. Knock twice gently on the door by using your knuckles or by activating the
doorbell (whichever is used). Do not use your room keys or sharp object when
knocking as they can create loud, irritating sound. Announce “ Housekeeping”. If
no one answers, knock again 3 times. Give allowance of few seconds in between
knocks until the guest responds. If still no one answers, leave the room.
2. Call the guest in the afternoon and if there is no answer, gently open the room to
check the room status.
3. Submit one copy of the room status report to your supervisor who will endorse
the report to the front desk. The desk clerks will counter check the actual room
status against those stated in the room status bulletin of the front desk.
17
C. Guest is in his room and there is no DND sign
1. If the guest is inside the room but does not answer, open the door slowly and
apologize for the disturbance.
2. Greet the guest good morning, introduce yourself and tell him/her your purpose.
“Good morning Mr. Guest, I’m the Housekeeping supervisor doing a routine room
check. I just want to check if you are okay and that everything is in order in your
room.”
3. Ask the guest if he/she is ready for the makeup of the room. If not, offer to come
back later.
“Would you like us to make up your room now?”
4. If the guest is not yet ready say: “When do you want me the cleaning of your room?”
5. If the guest appears to be irritated or disturbed, apologize and explain why you
have to do the room check. Say:
“I’m sorry to disturb you sir but we need to do a room check if only to insure that
everything in your room is in order and also to check if you have any special
request or concern”. After the room check, thank the guest and wish him a
pleasant day.
“Thank you sir. Have a nice day. Please call us should you need any assistance.”
6. Do not insist on entering the room if the guest shows resentment or directly
expresses that he/she does not want to be disturbed at all.
7. Discreetly try to find out if there are unregistered joiners who slept with the
registered occupant. This has to be reported to the Front Office and a bill for” extra
person” shall be charged to the guest during the check out.
8. During the room check, also check the status of each room and indicate it in the
room status report. Enter the status in the computerized front office system or
make a hard copy of the report and endorse it to the front office.
EXECUTING TURN DOWN SERVICE
Turn down service is one of the special services in which a room is cleaned
and refreshed, and bed linen is turned down for sleeping, usually during the period
wherein the guest is not in the room. This procedure is done late in the afternoon
by the night service room boy. A turndown service or evening service is one amenity
that can be availed by a guest. Turndown service means the room of a guest is
prepared ready for sleeping. It includes the following: cleaning the room, having one
corner of the blanket folded for easy sliding, chocolate or fresh fruits placed on the
bedside, the room lights dimmed, and heavy drapes or night curtain was closed.
Below are the steps on how to conduct turndown service.
Preparation for Turndown Service
1. Take the status report of the floor from the desk.
2. Get the floor key or card and sign the logbook.
3. Check the floor corridor for tidiness.
4. Take out the trolley with linen and amenities.
5. Clean vacant rooms at 6:00 in the evening onwards.
6. Finished all turndown service by 10:00 pm.
7. Clear departure rooms as per hotel requirements.
Entering into the Guest Room
1. Follow the two-knock, three-announcement rule.
Knock at the door and check if the guest is inside the
room. Say “housekeeping” before entering.
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2. If the guest wants you to come back later, politely go
out and position the maids cart in front of the guest
room.
Materials needed: Room boys cart, complete with stock of supplies and
amenities.
STEPS
INSTRUCTIONS
1. Roll the room boy’s cart
towards the guest room.
Once inside the room
greet the guest and say “ I
am from housekeeping.
Sorry to disturb you, may
I turn down your bed?”
2. Remove the bed cover,
fold it neatly, and place it
in the wardrobe cabinet
either at the topmost
shelves
or
in
the
lowermost shelf.
3. Set aside the pillows.
Smooth the top sheet
blanket.
4. Grasp the top sheet and
second sheet blanket.
Fold the corner back and
pull them down to the
center of the bed.
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5. Make a folded corner a
neat 45-degree angle.
6. Straighten the pillow
and place it neatly on
the bed, making sure
that the pillow case
opening
is
facing
inwards.
7.
Following the hotel
procedures, place the
turn down amenities
on top of the pillow.
This is usually any of
the following: flowers,
a chocolate, candies,
cookies, and the like.
8. Place
the
breakfast
menu card on the folded
quilt at an angle.
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9. Place the foot mat in
front of the bed with a
pair of slippers
10.Turn on the bed side
lamp or night lamp. Take
a final look. Leave the
room close the door.
MAKE-UP BED
Materials needed:
Bed pad
1st bed sheet
Bed cover-comforter or duvet
Pillow with slip and case
Gloves
on top of the mattress
on top of the bed pad
on top of the finished bed
at the head of the bed
Steps and Procedures
1. Gather the needed supplies
and materials, place them on
the trolley.
21
2. Pull the bed. Strip off soiled
linen and put them in the
canvass of the cart or in a
laundry bag or inside a
plastic, making sure it does
not get in contact with your
uniform and other linen.
When stripping soiled linen
use gloves as protection
against bacteria coming from
linen used by infected
guests. Shake out any
mattress pad, pillow
protectors that don’t need to
be laundered. Remove soiled
bed skirt if any.
3. If a bed skirt is used and it is
already soiled, replace it with
a fresh one.
4. Lay down the bed pad on the
bed. Place it on top of the
mattress. Keep it smooth-flat
over the bed. Secure it by
tucking-in the garter on the
corners.
5. From the head side, lay down
the 1st flat sheet evenly with
right side up. Miter the corner,
then tucks tightly and wrinkle
free.
22
6. Tuck-in the undersides of the
sheet then miter all corners in
such a way that the sheet
tightly covers the mattress.
7. Lay down the duvet/bed cover
on top of the finished bed.
Fold the top hem about 6-12
inches from the head side.
Either leave the duvet hanging
on the sides or they could be
tucked
in,
with
corners
mitered.
8. Place the pillow inside a pillow
case and lean it against the
headboard. Accessory pillows
maybe added to add beauty to
the bed and as added comfort to
the guest. Bed liners are
sometimes used as additional
accessory to the bed.
9. Smoothen the bed to make a
nice presentation. Install room
amenities. Spray air freshener,
leave the room, close the door.
Demonstrate proper handling of guests requests in housekeeping following
safety and security standards
Guest request must be handled properly to satisfy the guest. This will not
only make his stay pleasant but it will also ensure repeated business.
Guests request in housekeeping could be items or services like rollaway beds,
additional pillows and blankets, irons, hair dryers, additional cleaning, additional
23
room, supplies, and lost property inquiries. Handling guest requests is a simple task,
but if you fail to follow all procedure properly this might lead to a bigger problem.
TAKING REQUESTS AND HANDLING COMPLAINTS FROM GUEST
1. Remember not to argue with the guest, remember also that the guest is always
right.
2. Listen attentively to the guest and understand what exactly is wrong.
3. Have a log system in place. Make sure all requests are written and properly
documented. Handover to the next shift the problems still unresolved.
4. Apologize for the inconvenience caused.
5. Find out exactly what the guest expects during the request. Make sure you ask
the right questions to deliver exactly what is expected.
6. Record the time for handling the request.
7. Rectify the situation if you can. There are some instances where common sense
will prevail but do not forget the standard procedure of rectifying complaints.
8. Inform the manager of all complaints immediately, even if you have successfully
resolved the situation.
9. Complaints need to be handled positively and with empathy for the guest, aspiring
for 100% guest satisfaction.
10. If the problem is out of your authority, inform the manager or Duty Manager.
11. Record all the details in Guest Call Register-noting down any request or
complaint made by hotel guest.
12. Repeat the request back to the guest before ending the call.
TIPS IN HANDLING GUEST REQUEST
1. Handle all guest requests within ten minutes.
2. Use proper door knocking standards when arriving at the guest’s room.
3. Be prepared to handle situations like angry guests when you arrive at the room.
4. Inform the front desk staff by radio or cell phone as soon as you have completed
the request.
5. Guest should be kept informed of the developments of his or her request.
A. Request for Room Service
MAKE UP SIGN/DND SIGN hanged in the door knob late in the afternoon
or early in the morning for a request, also if breakfast is requested
Request for Wake Calls
The Housekeeper may up sell wake up calls to the guest. One may say:
Mr. Smith, should you like to avail our wake up call service, you may request
directly to the Telephone Operator to this nos.04-733 or to the Front Desk. Thank
you, Sir”.
The guest shall call the operator directly or may relay the request through the Front
Desk. When the operator rings a room for the wakeup call, she should answer do it
graciously by calling the guest by the name as follows:
“Good morning Mr. Smith. It is now 5:00 A.M.
24
When the guest does not answer the wake up morning call, request the bellboy or
the room boy to knock on the guestroom. If there is still no response, the Duty
Manager may enter the room with the emergency key.
Other Request items
1. Roll away bed- a portable single bed used to
accommodate additional guest in a room.
2. Additional pillows, blankets and towels.
3. Flat irons and ironing board.
4. Hair dryers
5. Additional room supplies
6. Change of linen
25
7. First aid kit
8. Baby crib
9. Electric kettles and jugs
10.Fax machine
Other Requested Services may include:
1. Baby Sitting- ask first the permission of your
supervisor before granting the guest request.
2. Errand, like buying the guest of daily newspaper, housekeeping supervisor
should be notified.
26
As part of hotel services, the hotel may allow certain items to be lent to guests
for their use while in the hotel. However, anything that is issued should be recorded
and acknowledge-signed by the guest so that in case the items is lost or not returned,
the guest could be made accountable. The cost of the item shall be charged to his
account in case of lost.
What’s more
A.Directions: Answer the following questions on your activity notebook.
1. What is the significance of the Room Status Report? What possible problems can
be prevented when a Housekeeping supervisor makes daily check of room status
and reconciles them with the record of Front Office?
2. Why are good interpersonal and communication skills needed in performing the
job as a housekeeper?
3. Why do room attendant or floor supervisor conduct room check?
4. Why is it important to ensure timely delivery of items requested by a guest?
B.Explain the following room status below: Write your answer on your activity
notebook.
VR- Vacant Ready
BLO- Blocked room
SO- Slept out room
HU- House use
VC- Vacant clean
OC- Occupied clean
DND- Do not disturb
C. Supply the table below with the correct answer. Write your answer on your
activity notebook.
STATUS
STATUS
CODE
OC
Occupied
Clean
The room is occupied but not yet cleaned.
VR
The room is vacant, already made up but not yet
checked by the supervisor.
VD
Vacant Dirty
27
HSUD
The room, occupied by non-paying person is already
clean.
OOO
Blocked
No Show
What I Have Learned
To sum it up, below are important points one should remember to be able to
perform the job discussed in this lesson:






In entering a guest’s room, most hotels have a mandatory two-knock, threeannouncement rule. A housekeeper must knock twice and say “housekeeping”.
Going above and beyond guests’ expectations while staying within professional
boundaries ensures guests continued patronage.
Guest’s personal items should also be respected by not touching them or moving
them anywhere.
Interpersonal and intrapersonal skills have long been recognized as important
factors for success in any job.
All personnel in a housekeeping department must not only gather together as a
team, but should work into a coordinated, cooperating group of people capable
of functioning together for a common goal: to have a satisfied guest.
Housekeeping department represents the largest workforce of a hotel.
What I Can Do
Directions: Share your learning insights/reflection about the lesson: Handle
housekeeping requests. Write your answer on your activity notebook.
I have learned that ______________________________________________________________
I have realized that______________________________________________________________
I will apply ______________________________________________________________________
28
Essay Rubrics
Areas of
Assessment
Ideas
Organization
Understandin
g
Mechanics
A
Presents ideas
in an original
manner
10 points
Strong and
organized
beg/mid/end
10 points
Writing shows
strong
understandin
g
10 points
Few (if any)
errors
10 points
B
Presents ideas
in a
consistent
manner
7 points
Organized
beg/mid/end
C
D
Ideas are too
general
Ideas are
vague or
unclear
1 point
No
organization;
lack
beg/mid/end
1 point
Writing shows
little
understandin
g
1 point
Numerous
errors
1 point
Writing shows
a clear
understandin
g
7 points
Few errors
4 points
Some
organization;
attempt at a
beg/mid/end
4 points
Writing shows
adequate
understandin
g
4 points
Several errors
7 points
4 points
7 points
TOTAL
POINTS
Assessment
Directions: Write TRUE if the statement is correct and FALSE if the statement is
incorrect. Read each item carefully and use your notebook to write your answers.
1. Hotel rules are designed to instill discipline among hotel staff, thereby ensuring
guest satisfaction in terms of comfort, safety, and security.
2. Housekeeping department represents the largest workforce of a hotel.
3. In entering a guest’s room for cleaning, a housekeeper must knock three times
and say “ housekeeping”.
4. To be able to efficiently perform the job as a housekeeper, one is expected to
complete a series of cleaning and sanitizing procedures.
5. While cleaning a guest room, guest’s personal items should be respected by
touching them or moving them anywhere.
29
6. Making reports are a very useful method for keeping track of important
information.
7. In cleaning a guest room, remember to clean in one direction, clean from top
down, and clean from farthest point out.
8. In handling chemicals, it is alright not to wear personal protective equipment.
9. Out of order or OOO is a room status indicating that the room should not be
entered and cleaned because the guest does not want to be disturbed.
10. Lost and found items such as cash, gadgets, and jewellery are categorized as
valuables.
B. Recite the procedures in executing turndown service. Document yourself
while doing the task by taking video. Submit the video in our official group
chat.
Note: For those who don’t have internet access you may ask your family members
to check/monitor your performance and accomplish the checklist provided below
after the activity.
Rubrics for Practicum
Materials needed
Room boys cart complete with stock of supplies and amenities.
No.
PROCEDURES
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
SO
30
O
15
NO
0
Greet the guest if the guest is inside the room and say “ I am
from housekeeping. Sorry to disturb you, may I turn down your
bed?”
Remove the bed cover, fold it neatly, and place it in the wardrobe
cabinet either at the topmost shelves or in the lowermost shelf.
Set aside the pillows. Smooth the top sheet blanket.
Grasp the top sheet and second sheet blanket. Fold the corner
back and pull them down to the center of the bed.
Make a folded corner a neat 45-degree angle.
Straighten the pillow and place it neatly on the bed, making sure
that the pillow case opening is facing inwards.
Following the hotel procedures, place the turn down amenities on
top of the pillow. This is usually any of the following: flowers, a
chocolate, candies, cookies, and the like.
Place the breakfast menu card on the folded quilt at an angle.
Place the foot mat in front of the bed with a pair of slippers.
Turn on the bedside lamp or night lamp.
Take a final look. Leave the room close the door
C. Recite the procedures in making up bed. Document yourself while doing the
task by taking video. Submit the video in our group chat.
Note: For those who don’t have internet access you may ask your family members
to check/monitor your performance and accomplish the checklist provided below
after the activity.
30
Rubrics for Practicum
Materials needed: Single bed
1 bed skirt
1 flat sheet/fitted
1 pillow case
No.
1 bed pad
1duvet
1 pillow slip
PROCEDURES
1.
Gather all needed supplies and materials, place them on the
trolley.
2.
Pull the bed. Strip off soiled linen and put them in the
canvass of the cart or in a laundry bag or inside a plastic,
making sure it does not get in contact with your uniform
and other linen.When stripping soiled linen use gloves as
protection against bacteria coming fromlinen used by
infected guests. Shake out any mattress pad, pillow
protectors that don’t need to be laundered. Remove soiled
bed skirt if any.
3.
If a bed skirt is used and it is already soiled, replace it with a
fresh one.
Lay down the bed pad on the bed. Place it on top of the mattress.
Keep it smooth-flat over the bed. Secure it by tucking-in the
garter on the corners.
4.
5.
From the head side, lay down the 1st flat sheet evenly with
right side up. Miter the corner, then tucks tightly and
wrinkle free.
6.
Tuck-in the undersides of the sheet then miter all corners
in such a way that the sheet tightly covers the mattress.
7.
Lay down the duvet/bed cover on top of the finished bed.
Fold the top hem about 6-12 inches from the head side.
Either leave the duvet hanging on the sides or they could
be tucked in, with corners mitered.
8.
10. Place the pillow inside a pillow case and lean it against
9.
the headboard. Accessory pillows maybe added to add
beauty to the bed and as added comfort to the guest. Bed
liners are sometimes used as additional accessory to the
bed.
11. Smoothen the bed to make a nice presentation. Install
room amenities. Spray air freshener, leave the room, close
the door.
31
1 pillow
1 bed runner
SO
30
O
15
NO
0
Additional Activities
Go around the area or rooms in your house like the bedroom, bathroom, dining
room, living room, and kitchen. Identify the different amenities that you have at
home. Follow the sample below. Write your answer on your activity notebook.
Area
Bathroom
Amenities
Example: shampoo
Answer Key
32
References
Aleta A. Nitschke, Managing Housekeeping Operations, Published by the
Educational Institute of the Amer Hotel, 2002
Amelia Samson Roldan.2010. Housekeeping Management: AR Skills Development
& Management Services, Inc.
Andrew and Sudhi, Hotel Housekeeping Management and Operations, Taba Mc
Graw Hill Publication
Basbas, Leonora D. 2016. Housekeeping: Rex Bookstore.
Urbiztondo, Laarni. 2016. Housekeeping: Rex Bookstore.
Thomas A Jones, Professional Management of Housekeeping Operation 5th
edition, Culinary and Hospitality industry Publications Services 2007
William S. Gray and Savatore C. Liguori, Hotel and Motel Management, Prentice
Hall Publications, India 2002
Piyush Bhatnagar, Rajesh Garg, Hotel Industry and Housekeeping Management,
By SBS Publishers, 2009
33
For inquiries or feedback, please write or call:
Department of Education – Schools Division of Negros Oriental
Kagawasan, Avenue, Daro, Dumaguete City, Negros Oriental
Tel #: (035) 225 2376 / 541 1117
Email Address: negros.oriental@deped.gov.ph
Website: lrmds.depednodis.net
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