District No.

: 2 School: BNHS
Grade 11/12 Specialization: HOUSEKEEPING NCII
Level: Learning Activity Sheet No. 1
Quarter: Week: 1

Name of Student: _______________________________________________ Section: _______________

I. INTRODUCTORY CONCEPT:

This learning activity sheets deals with the skills and knowledge requires to provide housekeeping
services to guests within the tourism industry. It provides a glimpse on the duties and responsibilities of
the different positions under the housekeeping department.

LEARNING OBJECTIVES:
Learning Competency: Provide Housekeeping Services to Guests (HS)
Learning Outcomes 1: Handle Housekeeping Request ( TLE_HEHK9-12HS-Ia-e1)
a. . discuss implementing hotel codes, rules and regulations
b. explain different skills of good housekeeper needs, such as in and
intrapersonal skills.
c. list down and describe the basic functions of each person in housekeeping
department
d. discuss the nature scope of guestroom cleaning and maintenance.
e. enumerate bedroom and bathroom amenities offered in an institution
f. List down procedures in conducting room check, turn down and make up
beds.
g. demonstrate proper handling of guests’ requests in housekeeping following
safety and security standards.

Information Sheet:

Hotel Housekeeping - Introduction

The housekeeping department, in any hotel business, contributes to major amount of profit though it
is considered as an ancillary service. The simple reason being, a customer demands a clean, tidy, and
pleasing ambience.Housekeeping generates the first impression on a guest’s mind. The housekeeping
efforts clearly show how the hotel will take care of its guests.

What is Housekeeping?

Housekeeping means performing all the duties towards cleaning, maintaining orderliness, and
running a house or a business property. In case of hotels, the housekeeping duties involve maintaining
the hotel to the best possible state in terms of cleanliness, and keeping it at highly desirable ambience.

Objectives of Hotel Housekeeping

The main objectives of hotel housekeeping are –
 To maintain overall cleanliness of the entire hotel at all times.
 To perform cleanliness duties most efficiently and effectively.
 To use good quality, safe cleaning equipment and chemicals.
 To manage laundry and linen.
 To control pests.
 To keep up the hotel with classy interior decoration.

IMPLEMENTING HOTEL CODES, RULES AND REGULATIONS

Hotels follow different approaches in giving the best service they can provide for their guests. Hotel
house rules are designed to in still discipline among hotel staff, thereby ensuring guest satisfaction in
terms of comfort, safety and security. Well-mannered staff is an asset of the hotel as they can help build
hotel guests’ contentment and trust. Every guest coming and checking in wants security thus providing
security is one of the most important duties of a hotel.
Hotel Codes, Rules and Regulation

These are management policies or agreements between the guests of the hotel. These policies can be
found in the guest registration form which can be signed by the guest upon registration or check-in.
Moreover, a copy of rules and regulation is also kept in all guest room for guest to read and understand
the management policies. This can also include the local government policies which have to be followed
by the guest.

Hotel Rules for Lost and Found

 Perishable items – are lost and found items under food like fruits, chocolates, can goods, etc.
After three days if the owner will not call or come back to claim the items, it will be given to the
housekeeper who finds the items. This is what they call “finders Keepers” rule.

 Non-perishable items – are lost and found items under non-food such as umbrella, shoes, bags,
clothes, etc. These items are only given to the employee who found it.

 Variables – are lost and found items such as cash, gadgets and jewelries. Items considered as
valuables are given one year to be claimed by the owner. If left unclaimed, the hotel
management will decide on what to do with the unclaimed items.

Common Hotel Codes, Rules and Regulations

1. Rate/Charges
2. Settlement of Bills
3. Company’s Lieu on Guest’s Luggage and Belongings
4. Check-in
5. Departure
6. Luggage Storage
7. Guest’s Belongings
8. Pets
9. Hazardous Goods
10. Damage to Property
11. Management’s Right
12. Relation between Management and Guest
13.Government rules and regulations and application of laws
14. Photographs and Videos

Different Skills of Good Housekeeping

Skills of a Good Housekeeper

Interpersonal Skills are traits you depend on when you interact and connect with others. They cover a
variety of scenarios where communication and cooperation are important.

These skills contain the capacity to transfer and form connections with others. Often called “people
skills,” they tend to integrate both your innate personality traits and how you’ve learned to handle
certain social circumstances.

Characteristics of Interpersonal Skills

1. Emotional intelligence-capability to preserve one’s emotions under control and navigate social
situations with composure.
2. Communication – individuals who can clearly express complex ideas to others.
3. Reliability – a quality of being truthful.
4. Leadership – who can encourage others and take responsibility when work needs to finish.
5. Positivity – valuable in helping others keep stress levels down and in generating a feeling of optimism
throughout the office.
6. Negotiation – any interaction in which two or more people engage in a dialogue to come up to a
shared agreement.
7. Openness to feedback – a willingness to receive feedback and use to grow.
8. Empathy – taking actions consistent with an understanding of how others feel.
 9. Teamwork – willing to support others when called upon.

Intrapersonal Skills refer to interactions with other people or personalities. Intrapersonal skills initiate
an appropriate reaction and attitude because of positive internal dialogue, occurring within the mind.
Meditation, prayer, visualization and affirmation.

Characteristics of Intrapersonal Skills

1. Self-reflection – thought about one’s character, actions, and motives.
2. Introspection – examining and considering your own ideas, thoughts and feelings, instead of talking
to other people about them.
3. Intuition – the ability to understand something immediately, without the need for conscious reasoning.
4. Independent thinking – is the desire of a person to convince oneself that the information being
presented is true or reasonable.
5. Strong sense of self – Each person’s sense of self is directly related to how they feel about
themselves, their levels of self-esteem, and confidence or lack thereof.
6. Firm values and morals – values are an influence on a person’s behaviour and attitude and services
as broad guidelines in all situations.

Housekeeping Organization
Hotel Housekeeping – Staff Duties

There is a huge workload on the hotel housekeeping staff. The housekeeping work is carried out at
various levels such as managerial level, supervisory level and operational level. Let us see more about
the staff and qualities they should possess.

The Structure of Housekeeping Staff

Source:

(https://www.vectorstock.com/royalty-free-vectors/hotel-vectors-by_studiogstock)

The Housekeeping Staff

Valet Runner
The valet runner offers valet services under the housekeeping department. He/She ensures that all the
guest’s needs are met, including unpacking and packing clothes, cleaning and polishing shoes, etc. He
may also be required or requested to run errands for the guests if they requests for additional items.
Organize guest activities and provision of concierge function such as recommendations for places to visit,
suggestions for transport facilities and acquisition of personal services.

Duties and Responsibilities

Services can include, but are not limited to:
  Professionally and confidentially communicating
 Perform unpacking /packing guest luggage
 Cleaning and polishing shoes
 Check guest laundry and dry cleaning needs
 Repairing of clothes and other guest belongings
 Organizing guest activities and needs such as secretarial duties, restaurant bookings, car hire,
tours, specified purchases of gifts or other items
 Provision of concierge function
 Recommendations for dining and shopping
 Suggestions for transport and sight-seeing
 Options for tourism and leisure activities
 Acquisition of personal services
 Making, altering or confirming travel arrangements.

Laundry Attendant
The role of the laundry attendant is to issue uniforms and linen to staff according to systems and
procedures laid down by the hotel management. He/She also takes inventory and control movement of
soiled, damaged and fresh linen and uniforms. It is also the laundry attendant’s responsibility to take care of
clothes or any linen that will be used by the guest.

Duties and Responsibilities:

 Issue linens and uniforms
 Check and count laundry items
 Sort laundry items for washing, pressing or dry cleaning
 Tag laundry items
 Check laundry items for stains and/or damage
 Perform necessary repairs
 Perform appropriate laundering process
 Perform correct packaging of laundered items
 Arrange the charging of the guest account and produce any necessary records

Public Area Attendant

The Public Area Attendant keeps all
the front desk, and offices) in a neat
of the property to guests and must
requests and problems. They make
the hotel premises.
lobbies and public facilities (such as lobby restrooms, telephone area,
and clean condition. Public area attendant promotes a positive image
be pleasant, honest, friendly and should also able to address guest
sure that the cleanliness is well-maintained in the public areas within

Duties and Responsibilities:

 Cleans rooms, hallways and restrooms
 Cleans and maintains restaurants and banquet halls
 Sweeps carpets
 Empties ashtrays and urns
 Polishes furniture and fixtures
 Vacuums and polishes elevators
 Keeps the front of the hotel free from trash
 Cleans rugs, carpets and upholstered furniture using a vacuum cleaner, broom and shampoo
machine
 Washes walls and ceilings, moves and arranges furniture, and fixtures.
 Sweeps, mops, scrubs, waxes, and polishes floors
 Dusts and polishes metal work
 Maintains housekeeping carts
 Removes trash collected by room attendants
 Upkeeps responsibly all the equipment which he is using i.e., vacuum cleaner, trolleys, scrubbing
machine
 Maintains a time schedule for cleaning of his areas
 Performs spring cleaning of his area as per the schedule is given to them
 Enters into offices with appropriate authority for maintenance or other activities like pest control,
shampooing of carpet, etc.
Guest Room Attendant
The Room Attendant performs routine duties in cleaning and servicing of guest rooms and baths under
supervision of housekeeping supervisor. They make sure that the rooms are clean for every guest that will
be using it and will stay in the hotel. Room attendant promotes a positive image of the property to guests
and must be pleasant, honest, friendly and should able to address guest requests and problems.

Duties and Responsibilities

 Clean and store cleaning equipment properly
 Clean room according to operational standards
 Check operational readiness of all items
 Replenish guest supplies and room equipment
 Report room defects and damaged items
 Report suspicious items and situations
 Handle lost and found items
 Provide turndown service

NATURE & SCOPE OF GUESTROOM CLEANING, CARE AND MAINTENANCE

Guestroom Cleaning Care and Maintenance and Orderliness

a. Guest rooms must be cleaned and supplied with freshly laundred sheets, pillow covers, towels and
washcloths.
b. Clean bed sheets, pillow covers, towels and washcloths must be provided to each guest at least
weekly. They may be provided more frequently as requested by a guest or according to
establishment policy.
c. Shared bathrooms must be clean daily.
d. All beddings, towels, and washcloths provided by management must be clean and in good repair.
e. Each mattress must be covered with a machine-washable pad.
f. Sheets must adequately cover the bed and fold over the blanket at least six inches.
g. All beddings including quilts and comforters must be machine-washable or covered with machine-
washable linen such as a duvet.
h. Mops must be air dried between uses.
i. A designated janitor sink must be used for washing and rising of mops, brooms, brushes, and other
cleaning devices. Tourist homes may use an alternative as approved by the local health authority.
j. Toilet and urinal cleaning devices must be kept separate from other cleaning supplies and may not
be used for any other purpose. Bathtub and shower cleaning devices must be kept separate from
other cleaning supplies and may not be used for any other purpose.
k. All furnishing, fixtures, floors, walls and ceilings must be clean and in good repair.
l. Management must provide for maintenance as needed.
m. Cleaning compounds and pesticides must be stored, used and disposed of in accordance with the
manufacturer’s label instructions.
n. Ozone air purifiers may not be used within the establishment.
o. Glasses, pitchers, ice buckets, coffee pots, and other utensils used for food or drink provided for
guests must be washed, rinsed and sanitized or single-service items must be used.
p. All utensils used for food or drink provided for guests must be stored, hadled, and dispensed in a
manner which prevents contamination.

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 Guestroom

Phase 1
 Opening the windows to air out the room and turning off 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, chain, 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.

Bedroom & Bathroom Amenities Offered in an Institution

Bedroom Amenities: Bathroom Amenities
1. Spacious bedrooms with king or queen 1. Shampoo
size beds 2. Shaving foam
2. High grade premium pillow top mattress 3. Conditioner
3. Premium quality linens 4. Scrub towel
4. Plush duvet 5. Bath gel
5. Extra pillows 6. Hair dryer
6. Clothes hanger 7. Lotion
7. Bedside alarm clock 8. Hot and cold water
8. Cordless telephone 9. Toothbrush
9. High-speed internet access 10. Shoe mitts
10. High definition flat screen televisions 11. Hairbrush
11. Desk and comfortable desk chair 12. Disposal bag
12. Cable television channel 13. Comb
13. Mini-fridge 14. Shower cap
14. Iron and ironing board 15. Shower cap
15. Beside telephone with note pad and pen 16. Toilet tissue
16. Safety deposit locker 17. Cotton swab
17. Coffee maker 18. Water tumblers
18. Telephone directory and service directory 19. Razor
19. Luggage scale 20. Blade dispender
20. Printing of boarding pass for free
Source:(Urbiztondo et al,2016)

PROCEDURES IN CONDUCTING ROOM CHECK, TURN DOWN SERVICE AND MAKE UP BEDS
Rooms Cleaning and Maintenance Procedures

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, etc.

Room check must be done with caution and tact. Some guests get 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. With DND sign (stands for Do Not Distrub)
1. Call the guest through the telephone in the afternoon.
 2. If the guest is not yet ready for the service, ask him/her when he/she wants the service to done.
3. Jot down at the exact time of request. If it is beyond your duty hours endorse the request to the
next shift.
B. Rooms without DND Signs and No Guest Inside
1. Knock twice gently on the door or by activating the doorbell (which is used)
2. Record the actual status of the room in the housekeeping report. This is done every time the
room attendant checks the room.
3. Submit one copy of the room status report to the front desk clerk for him/her to counter check
with the room status record.
C. Room without DND Sign and the Guest is Inside the Room
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 and state your purpose.
3. Ask the guest if he/she is ready for the make-up of the room. If not, offer to come back later.

Room Make Up Procedure

1. Place the cart in front of the room and knock.
2. Empty all trash cans and waste basket.
3. Wash, wipe-dry drinking glasses. Refill thermo jug
4. Replenish soiled linens
5. Make up the bed
6. Dust the furniture and fixture, then polish the mirror
7. Clean o Vacuum the floor
8. Replenish other guest room supplies
9. Make up the bathroom
10. Check the overall condition of the room.

Room Make Up Procedure

Room Make up’s Dialogue:
(knock 3 times)
Good morning Mam/Sir. This is ___ from Housekeeping Department. Can I make up your room
now?
1. Place the cart in front of the room and knock.
2. Empty all trash cans and waste basket.
3. Wash, wipe-dry drinking glasses. Refill thermo jug
4. Replenish soiled linens
5. Make up the bed
6. Dust the furniture and fixture, then polish the mirror
7. Clean o Vacuum the floor
8. Replenish other guest room supplies
9. Make up the bathroom
10. Check the overall condition of the room.

Executing a Night Service or Turndown Service

1. Roll room boy cart with complete supplies towards the guest room.
2. Active the doorbell or knock gently
3. Hang the make up sign
4. Turndown the bed
5. Draw the heavy curtains back
6. Refill the jug
7. Remove room service tray if there is any
8. Replenish the towels
9. Check the garbage can
10. Empty and wash ashtrays
11. Washed soiled drinking glasses
12. Check the bathroom
13. Turn off the lights but leave one lamp on.

Check Out Room Procedure

 1. Check for items left by the guest
2. Pull the curtains and blinds
3. Adjust aircon to desired temperature
4. Remove soiled dishes used during room service
5. Empty all ashtrays, wastebasket
6. Wash, wipe and dry drinking glasses
7. Clean thermos jug then refill with cold water
8. Strip the bed of soiled linen along with pillow cases then replace them.
9. Make up bed
10. Dust all furniture
11. Vacuum and shampoo the carpet and upholstered furniture.
12. Polish mirror and other metalled pictures.
13. Replenish all room supplies
14. Make up the bathroom
15. Fix the curtains
16. Check overall condition of the room including installed fixtures and appliances
17. Close the door.
Source: (HK-NCII-Assessment)

PROPER HANDLING OF GUESTS’ REQUESTS IN HOUSEKEEPINGFOLLOWING SAFETY AND

SECURITY STANDARDS

Housekeeping Requests from Guest 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 while they are staying at a hospitality organization.

A hotel cannot provide all the necessary items a customer may need inside each and every room
for a number of reasons:
 The room size is too small
 It would become cramped for space
 Not all customers need all items
 The capital outlay for a business would be considerable
It reduces the chance of damage and theft.
Handling guest request

In order to ensure the comfort and wellbeing of guests, housekeeping must develop a good relationship
with guests. This can be achieved by:
 Good personal presentation – as determined by house requirements that apply to uniforms and
personal hygiene
 Greeting guests by name when known
 Providing excellent service at all times
 Not giving the guests the impression that serving their needs is a chore/imposition
 Not rushing service delivery as and when it is required
 Enquiring “Is there anything else I can do for you?”
 Finishing service delivery with appositive statement: “It’s been a pleasure”
 Providing information to guests (about the property, the local area, tourist attractions, transport,
local customs, currency etc.) – and not just providing service in terms of specific housekeeping
duties
 Assisting guests in public areas (such as the corridors of their floors or in lifts) or in-room when
they see them struggling with their luggage. The assistance may simply involve offering to call a
porter to assist
 Smiling
 Handling complaints in a professional manner
 Providing a safe and secure environment for the guests while they are staying in the
establishment
 Having excellent product knowledge about the appliances, items, features in guest rooms

II. ACTIVITIES:
 General Direction: Read and understand the directions for each activity. Answer by writing DIRECTLY
on the activity sheet.
Activity No. 1:

1. Observe your own house and do the following:

a. Make a list of the of the areas that are well maintained and the areas that are neglected.
b. List down your observation on the areas that are well maintained.
c. Make a recommendation of the things you will do on areas that are neglected.
2. Answer the following questions:
a. What should you write down when a guest makes a request?

b. What is the procedure in the issuance of guest requested items?

Activity No. 2:

Case Study
Career in the Housekeeping Department
Case:
Jane is a SHS student who is taking TVL Housekeeping. This sembreak, she has been
assigned to start her work immersion as a room attendant in a hotel for 10 days. Expecting to be
an event planner in the future, Jane had a strong feeling that she did her work immersion seemed to
be irrelevant to her career objective. She disliked being a room attendant because of the long
working hours, and heavy physical workloads involved.
Instruction:
Answer the following question and write your answer on your activity notebook.
1. Supposed you are the work immersion supervisor of Jane, how would you encourage and help
Jane to have a worthwhile work immersion and see it as an opportunity and to treasure it?

III. RUBRIC FOR SCORING:

Content and Development
Content is comprehensive, accurate, and 15 points
persuasive. Major points are stated clearly.
Organization and Structure
Structure of the paper is clear and easy follow. 10 points
Paragraph transitions are logical and maintain a
flow of the thoughts.
Grammar and Punctuation
Rules of grammar, usage, and punctuation are 10 points
followed.
TOTAL /35 points

IV. REFERENCE:
 Housekeeping Management by: Amelia Samson Roldan and Amelia Malapitan Crespo
 Housekeeping NC II book by: Laami A. Urbiztondo and Leonora B. Basbas
 https://setupmyhotel.com/job-description-for-hotels/house-keeping/526-
laundryvalet_duties.html#:~:text=Being%20a%20laundry%20valet%20you,along %20with%20other
%20hotel%20linen.

Prepared by:

IRENE A. TIONGSON
SHS-TVL Teacher
Bantayan NHS