Professional Documents
Culture Documents
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Talk to your trainer and agree on how you will both organize the Training
of this unit. Read through the module carefully. It is divided into sections,
which cover all the skills and knowledge you need to successfully
complete this module.
Work through all the information and complete the activities in each
section. Read information sheets and job sheets and complete the self-
check and perform the procedural checklist. Suggested references are
included to supplement the materials in this module.
Most probably your trainer will also be your supervisor or manager.
He/she is there to support you and show you the correct way to do things.
Your trainer will tell you about the important things you need to consider
when you are completing activities and it is important that you listen and
take notes.
You will be given plenty of opportunity to ask questions and practice on
the job. Make sure you practice your new skills during regular work shifts.
This way you will improve both your speed and memory and also your
confidence.
Talk to more experience workmates and ask for their guidance.
Use the self-check questions at the end of each section to test your own
progress.
When you are ready, ask your trainer to watch you perform the activities
outline in this module.
As you work through the activities, ask for written feedback on your
progress. Your trainer keeps feedback/pre assessment reports for this
reason. When you have successfully completed each element, ask your
trainer to mark on the reports that you are ready for assessment.
When you have completed this module (or several modules), and feel
confident that you have had sufficient practice, your trainer will arrange
an appointment with registered assessor to assess you. The result of your
assessment will be recorded in your Competency Achievement Record.
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LIST OF COMPETENCIES
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MODULE CONTENT
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13. Timeliness for meeting requests are agreed upon with guests
14. Requested items are promptly located and delivered within agreed timeframes.
15. Items for pick-up are collected within agreed timeframe
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LEARNING OUT COME # 1 IDENTIFY AND PERFORM DIFFERENT
HOUSEKEEPING SERVICES
CONTENTS:
1. Hotel codes and regulations
2. Interpersonal skills: Communication and listening Skills
3. Up selling and selling techniques
4. Basic operational skills on facilities and equipment
5. Personal hygiene
6. Hotel organization structure: departments and its functions “Rank and File”
7. Preparing requisitions for maintenance services
ASSESSMENT CRITERIA:
1. Guest arrival
RITCC, list and guest
HOUSEKEEPING NC IIhistory
Date are reviewed
Developed: based on
5/27/19 guest
Doc. No. folio.
2.
UNO-RGuest is greeted and acknowledged by use of name whenever possible.
Providing Developed by: Issued by: industry
Page 6 of 65
3. Up selling
Bacolod and sellingServices
Housekeeping techniques are prepared in accordance with
policy and procedure
City to Guest Mario G. Caro, LPT
4. Guests are courteously advised on correct usage of equipment
5. Malfunctions are promptly reported in accordance with Standard Operating
Procedures, and where possible, alternative arrangements are made to meet
guest needs.
6. A collection time for requested equipment is agreed upon where appropriate.
7. Coordination with other department is done in accordance with hotel’s
organizational structure and its function.
8. Guest requests are noted and coordinated with other department concerned.
CONDITION:
Students/Trainee must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
Telephone
Computer
alarm clock
air conditioning unit
television and video player
Shower (with hot and cold)
electric fan
Refrigerator
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3. ACCESSORIES AND SUPPLIES
Pen and paper
Housekeeping/ FO forms
room supplies and amenities
Learning Experiences
7. Perform Job Sheet 1.1-1 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
activities
8. Read information sheet 1.1.4 Read Information Sheet. After reading
Review Guest Arrival List and Guest the learner is encourage to answer self-
Folio check 1.1-4
9. Answer self-check 1.1-4 Compare the answers to the answer key
10. Perform Job Sheet 1.1-2 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
activities
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Information Sheet 1.1-1
Learning Objectives: After reading the INFORMATION SHEET, you must be able to:
1. Identify the types of housekeeping & scope of housekeeping maintenance.
Types of housekeeping
1. Domestic Housekeeping- refers to housekeeping maintenance in a house. It
covers bedrooms, kitchen, dining, receiving area, grounds and the
surroundings areas within the house.
2. Institutional Housekeeping applies to housekeeping maintenance in
commercial lodging establishments like hotels, resorts, inns and apartels.
Institutional Housekeeping usually covers the following areas:
Guest rooms
Hallways and corridors
Lobby
Public Rooms and restaurants
Offices
Stairways
Windows
Stores, concessionaire shops
Grounds
Linen and Laundry area.
It does not include the kitchen and dining areas since these are handled by the
Food and Beverage Section.
Housekeeping job in commercial establishments is more complex to manage as
compared to domestic housekeeping. With a lot of guests to attend to, housekeeping
responsibilities have to be distributed to several sections of the housekeeping
department. One section attends to the maintenance of guestrooms; another to public
areas while separate one takes care of efforts have to be well coordinated among the
various sections to ensure efficient housekeeping maintenance.
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SCOPE OF HOUSEKEEPING MAINTENANCE
The responsibilities of the housekeeping Department include the following:
1. Guestroom Maintenance
a. Maintaining the cleanliness and orderliness in the guestrooms
b. Furnishing the room with the necessary amenities and supplies such as
bed, linens , appliances, etc.,
c. Attending to service request of house guests
d. Keeping the area free of safety hazards.
2. Maintenance of Public Areas
a. Maintaining the cleanliness and orderliness in all public areas which
include lobby, corridors
b. Maintaining and up keeping the surroundings of the building by keeping
it clean and free of liters.
c. Maintaining an attractive landscape to enhance eye appeal.
d. Keeping the public areas free of safety hazards
e. Undertaking minor repair like busted bulbs, broken furniture, etc.
3. Maintenance of Linen/Laundry Service
a. Collecting and delivering laundry items for house guests or in house
occupants.
b. Washing drying, ironing guest laundry as well as linens used in banquet
functions, food service and guestrooms
c. Mending service
4. Washing, Issuance, Repair and Inventory of Employee’s uniforms
5. Installation, cleaning and Maintenance of Fixtures and Facilities like furniture
and appliances.
6. Provision of special services like babysitting, polishing shoes, etc.
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Self-Check: 1.1-1
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Answer key 1.1-1
I. True or False
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1. True
2. False
3. True
4. False
5. False
6. True
7. True
8. True
9. True
10. False
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Information Sheet 1.1-2
Housekeeping Organization
EXECUTIVE HOUSEKEEPER
OR HOUSEKEEPING
MANAGER
Executive Housekeeper
Steam
Presser/Ironer
Housekeeping
Supervisor
Assistant Housekeeping
Supervisor
2. Regularly cleans ladies comfort rooms and locker rooms following standard
cleaning procedures
a. Disinfect toilet bowls
b. Scrubs, cleans, wipe dry floor and wall tiles
c. Polish chrome and metal fixtures like faucets
d. Fumigate the area as needed
e. Dispose garbage, wash and dry garbage bins
3. Replenish toilet amenities like toilet pare, soap, paper towels, etc.
4. Checks the condition of fixtures and toilet facilities, checks for leaking
faucets, defective tiles, shower, etc. and reports any defect to her supervisor.
5. Retouches the cleaning of comfort rooms from time to time;
6. Regularly checks trash and empties garbage bins from time to time
7. Assists in other cleaning or housekeeping job when not loaded.
8. Assist in the issuance of linens if available;
9. Performs other related duties as maybe assigned by superior.
VIII. Gardener and Ground Maintenance Crew
Basic Function: Responsible for maintaining the grounds including plants and
landscape.
Specific Duties:
1. Performs daily sweeping and cleaning of grounds following standard
cleaning procedures.
2. Maintains supplies for plants and grounds maintenance and makes
requisition to replenish stocks.
3. Looks after the plants, prunes leaves, apply fertilizer, weed out dried leaves,
etc.
4. Maintains, insures that everything is in order.
5. Performs cultivation of plants through planting and other techniques; scouts
for new ornamental plants.
6. May perform side duties like maintenance of cleanliness of the pool area,
fountains, façade, gardens, motor pool and other related areas,
7. Performs other related duties as may be assigned by superior.
IX. Pest Control Technician
Basic Function: Attends to the prevention and control of pests through
preventive and corrective techniques.
Specific duties:
1. Searches for areas for pests and insects proliferate and performs the
necessary fumigation:
2. Looks for patches or holes and other entry points of insects and takes
corrective action;
3. Maintains stocks for pest control and looks after their safekeeping and
reasonable use;
4. Checks possible sources and cause of the proliferation of pests and insects,
makes reports and recommendations to remedy the situation.
5. Performs fumigation in accordance with prescribed procedures.
6. Performs other related duties as maybe assigned by superior.
RITCC, HOUSEKEEPING NC II Date Doc. No.
UNO-R Developed:5/27/19
Providing
Bacolod Housekeeping Services Developed by: Issued by: Page 19 of 65
City to Guest
Mario G. Caro, LPT
Self-Check 1.1-2
5. Powder girl
Learning Objectives: After reading the information sheet, you must be able to;
1. Prepare maintenance order slip.
2. Practice selling and up selling techniques.
I. Maintenance Order or Service Request
This is to accomplish for the purpose of requesting the Engineering
Department or Building Maintenance Unit to do repair or trouble shoot of defective
facilities or amenities like TV, aircon, leaking faucet, etc. The Shift Engineer shall
assign a technician to check and validate the report and then submit status report
to Housekeeping, see the form below.
This form shall be accomplished by the supervisor once he receives
complaints or reports of defective items in guestrooms and in other parts of his
assigned area.
The report should be acknowledged-received and signed by the secretary
or whoever receives it at the Engineering Office.
ISAT HOTEL
MAINTENANCE ORDER
Remarks: ________________________________________
_________________________________________________
Remarks: ________________________________________-
_________________________________________________
Learning Objectives: After reading the INFORMATION SHEET, you must be able
to: 1. Review guest arrival list and guest folio.
A room attendant must review the Daily Arrival List every day so that he/she
must know who is in the different rooms and what services should be done for the
day.
Procedure:
1. Review Daily Arrival List (refer to the Form of Front Office)
RITTC HOTEL
DAILY ARRIVAL LIST
MONDAY – October 02, 2008
Name of Arriving Arrival Depar No. Of Room Room Room Remarks
Guest ture Nights No. Type Rate
1. Ms. Ana Dela Cruz 10- 01- 10-04 4 201 DBL std 500.00 Late
08 Arrival
2. John Barba 09-30-08 10-05 6 202 TW std 650.00 W/
Breakfast
3. Glo Basilio 10-01-08 10-08 8 203 DBL de 3,000.00 With extra
luxe bed &
Breakfast
4. Mr. & Mrs. Jay 09-30-08 10-15 15 208 SUITE 2,500.00 w/
Hawks Std Breakfast
and
laundry
5. Mr. Robin Padilla 10- 01- 10-04 4 205 TW Std 650.00 No
08 Breakfast
6. Mabuhay Tours (20 10-02-08 10-09 8 301 Tw Std 650.00 W/
guest) Breakfast
302
303
304
ISAT HOTEL
Guest Folio
Name of Guest: Mr. Jay Hawks No. of Guests: 1
Address: # 24 Forest St. Alberta, Canada Room Rate: Room No. 208
Nationality: Canadian 2,500.00
Phone No. 0915768901245 Arrival Date Departure;
09-30-08 10-15-08
Billing Arrangement: Personal Charge to: Cash Basis
Prepared by: Jake Dela Cruz Acknowledge by: Mr. Jay Hawks
Desk Clerk Guest
1. What are the important data in a guest folio and guest arrival list?
Comments/Suggestions:
DATE:___________________________
Name of Arriving Arrival Depar No. Of Room Room Room Remarks
Guest ture Nights No. Type Rate
Guest Folio
3. Perform Task Sheet 1.2-1 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
activities
Guests Requests
Learning Objectives: after reading the INFORMATION SHEET, you must be able
to;
1. Handle in a polite manner the requests in accordance with the
establishment’s customer service standards and security procedures.
Requests of Guests may relate to:
1. Range of services and products offered by the establishment
2. Availability, hours and location of meals, services, equipment
a. How various types of equipment work
b. Local services, attractions, transport, shops entertainment, etc.
A. Request for Room Service:
203
Please Do Break
Make-
Not Fast
up the
Room Disturb Menu
zzzzzzz
zzzzzzz
zzzzzzz
zzzzzzz
Make up sign zzzzzzz
DND sign
Hanged in the door knob late in the afternoon or
early in the morning for a request, also if
breakfast is requested.
The Housekeeper may up sell wake up calls to the guest. One may say:
“Mr. Smith, should you like to avail our wakeup 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 wake up 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.
When the guest does not answer the wake up morning call, request the
bellboy or the room boy to knock on the guest room. If there is still no response,
the Duty manager may enter the room with the emergency key.
c. Other Request items
1. Roll away bed – a portable single bed used to accommodate additional
guest in a room.
4. hair dryers
6. change of linen
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 item 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.
RITCC, HOUSEKEEPING NC II Date Doc. No.
UNO-R Developed:5/27/19
Providing
Bacolod Housekeeping Services Developed by: Issued by: Page 42 of 64
City to Guest
Mario G. Caro, LPT
Procedure in the issuance of requested items:
1. In the form, write down the name of the guest, his room number and the
date of issue. Check the item (whether adaptor, remote control, etc.) Ask
guest to acknowledge and sign in the form.
2. Copy of the acknowledgement receipt is issued to the Front Office cashier
who attaches it to the guest folder/folio so that during check out the
cashier can first verify the said item has been returned. If not, he shall
remind the guest to return it, otherwise he will be charged for it.
RITTC HOTEL
Housekeeping Department
CONTROL FORM FOR BORROWED ITEMS
1. When the guest does not answer the wake up morning call, request the
bellboy or the room boy to knock on the guest room. If there is still no
response, the Duty manager may enter the room with the emergency key.
2. 1. In the form, write down the name of the guest, his room number and
the date of issue. Check the item (whether adaptor, remote control, etc.) Ask
guest to acknowledge and sign in the form.
2. Copy of the acknowledgement receipt is issued to the Front Office
cashier who attaches it to the guest folder/folio so that during check out
the cashier can first verify the said item has been returned. If not, he
shall remind the guest to return it, otherwise he will be charged for it.
Comments/Suggestions:
Learning Objectives: After reading the INFORMATION SHEET, you must be able
to;
1. Advises guest on room and use of facilities
A. Procedure on how to use the Hairdryer (an example)
One may say, “Ma’am or Mrs. Smith, here is your request item a
hairdryer. Our hairdryer is ceramic coated; Sliding switches are fixed into the
handle generally moving up or down the shaft of the dryer. . The hair dryer must
never get so hot that it burns the user during operation. It is important that the
plastic housing remains at a tolerable temperature. The hair dryer does not cause
electric shock. A special shock safeguard, a Ground Fault Circuit Interrupter (GFCI),
is used in this hair dryer to prevent accidental electrocution. If in not in use please
un plug the item and please return to the front desk on the date and time stated in
the control form on borrowed items. Thank you Ma’am, have a nice day”.
B. Adjusting the temperature of the air conditioning unit.
One may say: “ Ma’am if you like to adjust the temperature of your aircon you
may use the remote control/manual (whichever). . . .
C. Use of TV
State if the television is tap with cable networks, and you have to tell to the
guest if it is operated through remote or manual.
One may say: “Sir, if you like to watch TV you just put on the TV and
use the remote control in choosing Channels you like.”
D. Operation in the facilities in the washroom
You may tell to the guest if the shower has hot and cold and how to operate it,
the bathtub, and other facilities in the washroom.
E. Others:
You may also orient the guest the switches of lights and electric outlets.
* If malfunction of the equipment occur you may change the equipment and report
it to the supervisor for him to report into the Engineering Department.
1. If malfunction of the equipment occur you may change the equipment and
report it to the supervisor for him to report into the Engineering
Department.
Comments/Suggestions:
Interview
Demonstration with Oral
Witten Test
[tick the column]
Questioning
1. Guest arrival list and guest history are reviewed based on x
guest folio.
2. Guest is greeted and acknowledged by use of name x
whenever possible.
3. Upselling and selling techniques are prepared in x
accordance with industry policy and procedure
4. Guests are courteously advised on correct usage of x
equipment
5. Malfunctions are promptly reported in accordance with x x
Standard Operating Procedures, and where possible,
alternative arrangements are made to meet guest needs.
6. A collection time for requested equipment is agreed upon x
where appropriate.
7. Coordination with other department is done in x
accordance with hotel’s organizational structure and its
function.
8. Guest requests are noted and coordinated with other x
department concerned
9. Requests are handles in a polite and friendly manner in x x
accordance with the establishment’s customer service
standards and security procedures.
10. Guest is acknowledged by use of name whenever x
possible
11. Items for pick-up are collected within agreed timeframes
RITCC, UNO-R HOUSEKEEPING NC II Date Doc. No.
Developed:5/27/19
Bacolod City Providing Housekeeping
Services to Guest Page 56 of 64
Developed by:
Mario G. Caro, LPT
12. Details of requests made are confirmed and noted in x x
accordance with industry procedures
Feedback to candidate:
1. The baby crib, to make the baby comfortable, so that he/she will not
create noise thus not disturbing the in house guests.
2. Apologize for the delay of cleaning, and then proceed to the cleaning
activity.
3. Apologize then offer your service to bring the items to be pressed at the
nearest pressing shop.
4. Apologize then offer extra cooling unit, if not contented offer him to
transfer to a cooler room.
5. Front Desk
E. INTERVIEW
F. DEMONSTRATION
INTERNET:
www.made-in-china.com
www.cw-usa.com
www.shopwynns.com
www.kabodle.com
www.ukwellborn.com
www.suwanneereptiles.com
www.nsclub.net
www.fotosearch.com
www.greenerhomecleaners.com
www.e-how.com