Professional Documents
Culture Documents
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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TVL
Quarter 1 – Module 1:
Handle Housekeeping Requests
Introductory Message
For the facilitator:
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:
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:
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.
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This is a task which aims to evaluate your
Assessment level of mastery in achieving the learning
competency.
In this portion, another activity will be given
Additional Activities to you to enrich your knowledge or skill of the
lesson learned.
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.
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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.
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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.
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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
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
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Lesson
Handle Housekeeping
1 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.
What’s In
Recall related topics that talks about providing services to guests. Write this activity
on your notebook.
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What’s New
Essay Rubrics
Areas of
Assessment A B C D
Presents ideas Presents ideas
in an original in a Ideas are too Ideas are
Ideas manner consistent general vague or
10 points manner unclear
7 points 4 points 1 point
Organization Strong and Organized Some No
organized beg/mid/end organization; organization;
beg/mid/end attempt at a lack
10 points 7 points beg/mid/end beg/mid/end
4 points 1 point
Understandin Writing shows Writing shows Writing shows Writing shows
g strong a clear adequate little
understandin understandin understandin understandin
g g g g
10 points 7 points 4 points 1 point
Mechanics Few (if any) Few errors Several errors Numerous
errors errors
10 points 7 points 4 points 1 point
TOTAL
POINTS
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What is It
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 STATUS
CODE
OC Occupied The room is occupied and has been cleaned and made
Clean up.
OD Occupied The room is occupied but not yet cleaned.
Dirty
VR Vacant Ready The room is vacant, already made up and has been
checked by the supervisor, ready for sale.
VC Vacant Clean The room is vacant, already made up but not yet
checked by the supervisor.
VD Vacant Dirty The guest has checked out and the room is ready for
cleaning.
HSUD House Use The room is occupied by non-paying person (usually
Dirty from the hotel) and the room is not yet clean.
HSUC House Use The room, occupied by non-paying person is already
Clean clean.
OOO Out of Order Room is under renovation or not fit for occupancy
Room since it requires repair or maintenance work.
BLO Blocked Room is reserved for a guest who is expected to arrive
within the day.
NS No Show The room is reserved but the guest did not show up or
has not arrived.
SO Slept Out The guest slept outside the hotel.
HU House use Room is occupied by an officer or staff of the hotel or
the owning company
DND Do not Guest posted the DND sign and does not want to be
disturb disturbed.
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 REPORT
101 OOO 201 OOO 301 OOO 401 OC
102 OOO 202 OOO 302 OOO 402 OC
103 OOO 203 OOO 303 OOO 403 OC
104 OOO 204 OOO 304 OOO 404 OC
105 OOO 205 OOO 305 OOO 405 OC
106 VC 206 VC 306 VD 406 OC
107 VD 207 VD 307 VDR 407 OC
108 OOO 208 OOO 308 VDR 408 OC
109 OOO 209 VD 309 VD 409 VD
110 OOO 210 VD 310 VD 410 VD
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.
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
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
HOUSEMAN LINEN
ROOMBOY ATTENDANT
UTILITY/
MAINTENANCE
STEAM
PRESSER/IRONER
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Figure 2
Organizational Chart of the Housekeeping Section
HOUSEKEEPING
SUPERVISOR
ASSISTANT HOUSEKEEPING
SUPERVISOR
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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.
Laundry Supervisor
Laundry supervisor is responsible for ensuring that laundry attendants are
doing their job-washing, drying, folding, and pressing items- properly.
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
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 STANDARDS (EXPECTED RESULTS)
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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
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
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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:
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.
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.
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.
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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.
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.
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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
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5. Make a folded corner a
neat 45-degree angle.
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9. Place the foot mat in
front of the bed with a
pair of slippers
MAKE-UP BED
Materials needed:
Bed pad on top of the mattress
1st bed sheet on top of the bed pad
Bed cover-comforter or duvet on top of the finished bed
Pillow with slip and case at the head of the bed
Gloves
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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.
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6. Tuck-in the undersides of the
sheet then miter all corners in
such a way that the sheet
tightly covers the mattress.
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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.
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
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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.
4. Hair dryers
6. Change of linen
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7. First aid kit
8. Baby crib
10.Fax machine
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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
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
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HSUD
Blocked
No Show
To sum it up, below are important points one should remember to be able to
perform the job discussed in this lesson:
What I Can Do
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Essay Rubrics
Areas of
Assessment A B C D
Presents ideas Presents ideas
in an original in a Ideas are too Ideas are
Ideas manner consistent general vague or
10 points manner unclear
7 points 4 points 1 point
Organization Strong and Organized Some No
organized beg/mid/end organization; organization;
beg/mid/end attempt at a lack
10 points 7 points beg/mid/end beg/mid/end
4 points 1 point
Understandin Writing shows Writing shows Writing shows Writing shows
g strong a clear adequate little
understandin understandin understandin understandin
g g g g
10 points 7 points 4 points 1 point
Mechanics Few (if any) Few errors Several errors Numerous
errors errors
10 points 7 points 4 points 1 point
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.
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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.
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 SO O NO
30 15 0
1. 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?”
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.
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.
9. Place the foot mat in front of the bed with a pair of slippers.
10. 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.
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Rubrics for Practicum
Materials needed: Single bed
1 bed skirt 1 bed pad 1 pillow
1 flat sheet/fitted 1duvet 1 bed runner
1 pillow case 1 pillow slip
No. PROCEDURES SO O NO
30 15 0
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.
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.
8. 10. 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. 11. Smoothen the bed to make a nice presentation. Install
room amenities. Spray air freshener, leave the room, close
the door.
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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 Amenities
Answer Key
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References
Aleta A. Nitschke, Managing Housekeeping Operations, Published by the
Educational Institute of the Amer Hotel, 2002
William S. Gray and Savatore C. Liguori, Hotel and Motel Management, Prentice
Hall Publications, India 2002
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For inquiries or feedback, please write or call:
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