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Housekeeping Ncii Provide Housekeeping Services To Guest: Quarter 1: Module 1
Housekeeping Ncii Provide Housekeeping Services To Guest: Quarter 1: Module 1
HOUSEKEEPING NCII
Quarter 1: Module 1
Provide Housekeeping
Services to guest
https://housekeepingservicesinvirar.wordpress.com/2018/06/05/professionals-housekeeping-services-provide-the-
disinfectant-cleaning/
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Management Team:
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SENIOR HIGH SCHOOL
HOUSEKEEPING NCII
Module 1
Provide Housekeeping
Services to guests
Rubrics ………………………………………………………… 20
References ………………………………………………………… 22
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TO THE STUDENT:
Greetings!
In this module, you’ll find activities for you to accomplish and relevant
information sheets for each learning outcome. Each learning outcome may have
quite one learning activity.
This module is prepared to help you understand the basic concept and
underlying theories and achieve the required competency in provide Housekeeping
service to guest. This will be the source of information that will enable you to
acquire the knowledge and skills in Housekeeping independently at your own pace
with minimum supervision from your teacher.
• Talk to your teacher and agree on how you both will organize the training
under this module. Read through this carefully. It is divided into section,
which cover all the skills and knowledge you need to successfully complete.
• Work through all information and complete the activities in each section.
Read the Lesson Information and complete the self - checks provided.
• You will be given plenty of opportunities to ask question and practice on the
job.
• When you are ready, ask your teacher to watch you perform the activities
outlined in this module.
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INTRODUCTION
This module is designed to equip you the TVL Grade 11 Senior High School Learners with
essential Knowledge, Skills, and Attitude in performing the tasks in HOUSEKEEPING which will lead
you to acquire National Certificate Level II.
This module includes information and activities to develop desirable values, skills and
understanding through step-by-step procedures and helpful techniques that will guide you on how to
provide valet and butler service. Applications to real life situations are also included for lifelong
learning.
Overview
This module contains several lessons which provide varied and relevant activities to determine
your understanding of the key concepts of the Housekeeping. This is crafted to focus on the different
activities that will help you enhance your skills and knowledge necessary to get a Certificate of
Competency and/or National Certificate Level II.
Nominal Duration
Housekeeping NC II qualification has 465 nominal hour duration. This is equal to 59 days. This
module covers 50 hours or equal to 7 days of lessons, varied activities and demonstrations.
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Term Explanation
Chemical A product, normally in liquid format, used to
clean a surface
(Australian Aid, ASEAN, William Angliss Institute, Specialist Center for Hospitality and Tourism
Industry)
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Today in the global world of employment competition, the number
of available jobs is scarce and the Department of Education is
revitalizing its resources to lead the young minds and to prepare them
skillfully as future Housekeeper. It is in honing the skills that learners
can assure to have an edge of surviving the daily needs of oneself and
of others. It seeks to provide the learners with the knowledge, attitude,
values and skills in the field of Housekeeping in the hospitality industry.
Objectives:
Things to
Remember!
1. Take the Pre-test before proceeding to the lessons. The test could give your ideas of
how much time should you allot to each lesson.
3. Before doing the activity, make sure that all the materials needed are already prepared.
5. If you are not sure of the meaning of some words used in the module, feel free to
consult dictionary.
6. Answer the post-test so that you will know how much you have learned from the
lessons.
7. Scan the last page after reading and answering the activities.
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Pretest
A. Directions: Read the statement carefully then choose the best answer from the given options.
3. How does the hospitality industry ensure they are meeting expectations in housekeeping?
a. Trust in their employees to provide cleanliness.
b. Spot checking rooms at random every two weeks.
c. Guest surveys rating cleanliness.
d. Employee feedback rating cleanliness
4. Special cleaning and sanitation tasks required for maintaining food preparation and storage areas
are typically performed by:
a. The housekeeping staff c. The chief steward
b. The kitchen staff d. The dining room manager
5. During the past week, the executive housekeeper noticed that guest service areas and server
stations in the dining room have not been properly cleaned before the breakfast service period.
The most appropriate action for the Executive housekeeper to take would be to.
a. Inform housekeeping’s night crew that they must take responsibility for cleaning those
areas.
b. Schedule a meeting with the hotel general manager to resolve the situation.
c. Meet with the dining room manager and agree on which department should take
responsibility for consistently maintaining these areas.
d. Write a memo to the room’s division director complaining about the lack of cooperation
from the dining room staff.
6. Final responsibility for the cleanliness and overall appearance of banquet and meeting rooms
usually rests with?
a. The general manager c. The banquet staffs
b. The convention services staff d. The housekeeping staffs
7. Housekeeping’s cleaning responsibilities are typically determined by?
a. The general manager c. The room’s division director
b. The executive housekeeper d. The manager of operations
8. In most hotels, the housekeeping department has very limited cleaning responsibilities in relation
to?
a. Pool and patio areas c. Kitchen areas.
b. Exercise rooms. d. Management offices.
9. The following are power words are used in dealing with guests, except?
a. saying thank c. may beg your pardon
b. saying please d. will you stop talking and listen
10. It refers housekeeping maintenance in the house.
a. Technical housekeeping c. Industrial housekeeping
b. Domestic housekeeping d. All of the above
11. A hotel cannot provide all the necessary items a customer may need inside each and every room
for a number of reasons.
a. The room size is too small c. Not all customers need all items
b. It would become cramped for space d. All of the above
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12. The following are the items needed to be sent in the rooms. Except
a. Replacement items such as hair dryers, toasters, irons and electric jugs to replace items
that are not working.
b. Extra hangers for clothes, extra pillows, extra blankets.
c. Extra Ocean liners, and additional Lamborghini.
d. Additional items in compendium, power conversion board and Ice and ice buckets.
13. Cleaning breakfast service areas is performed by?
a. Housekeeping staff c. General Manager
b. Kitchen staff d. Dining room staff
14. Cleaning food preparation items is performed by?
a. Kitchen staff c. General Manager
b. Housekeeping staff d. Dining room staff
15. Cleaning laundry rooms is performed by?
a. Housekeeping staff c. Kitchen staff
d. Dining room staff b. General Manager
16. Determining which areas housekeeping cleans.
a. Housekeeping Supervisor b. General Manager
b. Kitchen staff d. Dining room staff
17. Mr. Manuel a car sales executive left his Rolex in the room 305 upon checkout. Chil, the room
attendant found out that there is a watch on the bed side table. What appropriate action should
Chil do?
a. Inform the Housekeeping Supervisor and indorse it lost and found section.
b. Inform the Security Supervisor and indorse it lost and found section.
c. Inform the Duty Manager and indorse it lost and found section.
d. Inform the General Manager and indorse it lost and found section.
18. Mr. Francis an Entrepreneur, hang a makeup-service doorknob card before leaving for a meeting
in the city. Upon arrival to his after the meeting, he noticed that his room wasn’t made up yet.
How would you handle the guest’s complaints? The following are correct except.
a. Remain pleasant at all times, but do smile when the guest is complaining.
b. Remain pleasant while ignoring the complaining guest.
c. Remain pleasant while empathizing the complaining guest.
d. Remain pleasant while listen without interruption the complaining guest.
19. The guests from a chartered from Japan arrive at the hotel at. The bell escorted a guest to your
area while you are preparing another room. He opened the door using his vingcard key. How
would you know the guest name?
a. You will know the guest name by calling his/her name.
b. You will know his name by referring to your room guest list.
c. You will know his name by calling the concierge.
d. You will know his name by the front office.
20. What is the standard courtesy in calling the guest by name?
a. Avoid using the first name - use the last name only.
b. Do not use nicknames – don’t be too familiar
c. Get the right pronunciation – use Sir or Madam instead.
d. All of the above
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Learning outcome 1:
Handle housekeeping request
The Housekeeping department takes pride in keeping the lodging clean and comfortable, so
as to form a ‘Home absent from home’. The point of all settlement foundations is to supply their
clients with clean, alluring, comfortable and inviting encompassing that offer esteem for cash. Nothing
sends a more grounded message than cleanliness in a neighborliness operation. No level of benefit,
neighborliness or excitement can break even with the sensation a visitor has upon entering a
spotless, clean and helpfully orchestrated room. Both administration and visitor consider the keeping
of the put clean and in a great arrange a need for an inn to command a reasonable cost and can get
rehash commerce. .
http://chtmag.com/pg-professional-survey-reveals-78-of-customers-sleep-better-in-an-
impeccably-clean-hotel/
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IMPORTANCE OF HOUSEKEEPING
It is appropriately said that housekeeping may be a 24 x 7 x 365 operation. Imagine the stacks
of material required to form up all the beds in a inn, the miles in the event that carpeting, floor, walls
and ceiling to be cleaned and kept up, and cleaning compounds in conjunction with uncommon
apparatuses and gear required in arrange to clean.
Other than hotels, proficient housekeeping administrations are exceptionally much in request
in clinics, on voyage liners, at workplaces and more. Since most such organizations lean toward to
outsource these capacities, contract housekeeping is getting to be a well-known in these days.
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ROLE OF HOUSEKEEPING DEPARTMENT
➢ To accomplish the most extreme conceivable productivity in guaranteeing the care and
consolation of visitors and within the smooth running of the department
➢ To build up an inviting climate and guarantee respectful, solid benefit from all staff of the
department.
➢ To guarantee a tall standard of cleanliness and common upkeep in all regions for which the
office is responsible.
➢ To give cloth in rooms, eateries, dinner corridor, conference settings, wellbeing cl
➢ To donate uniforms for all the staff and keep up palatable inventories for the same.
➢ To cater to the washing necessities of the lodging cloth, staff uniforms and visitors’ clothing.
➢ To Give and keep up the flower enrichments and keep up the arranged regions of the hotel.
➢ To facilitate redesign and refurnishing of the property as and when, in meeting with the
administration and with insides designers.
➢ To bargain with misplaced and found articles.
➢ To guarantee preparing, control and supervision of all staff connected to the department.
➢ To set up a great working relationship with other department.
➢ To guarantee that security and security controls are made known to all staff of the department.
➢ To give uniforms for all the staff and keep up satisfactory inventories for the same.
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Housekeeping is a vital range in any convenience property. Most individuals see
housekeeping as basically „cleaning guest rooms‟ but from an operational point of view
there's a part more to housekeeping than fair that. The part of housekeeping is to
guarantee the consolation and security of guests while they are remaining at a
neighborliness organization.
This can be the guest’s 'home absent from home'. It is fundamental that that a
guest is able to appreciate their room within the same way and with the same ease as
they would appreciate in their claim house. The point of housekeeping is to endeavor to
empower visitors to get to things as effortlessly as in their own home.
Justifiably a convenience room is significantly smaller in measure than the
customer's ordinary home and thus things that they may require might not be in quick
get to. Housekeeping is a critical zone in any settlement property.
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Servicing of rooms
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These more often than not reflect for the most part appropriate guidelines of kindness,
such as:
➢ Avoid utilizing to begin with names – as it were utilize final names
➢ Never utilize monikers
➢ Get the elocution right – in case you're not beyond any doubt you'll do this, utilize
“Sir‟ or “Madam‟
➢ If you don’t know the guest’s title or have overlooked it address the visitor by “Sir‟
or “Madam‟.
It is continuously shrewd to affirm the points of interest to spare time, exertion and guest
frustration in the event that the wrong item or service is conveyed. There may regularly
be communication challenges caused by diverse languages, need of neighborhood
information, tiredness and newness with the property
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STOCKING AND CLEANING OF ROOM BOY’S TROLLEY
1. Clean and dust shelves and
containers before placing the
guestroom supplies inside the
trolley
2. Check for threads and/or hair
follicles that might twirled
around the wheels of the
trolley.
3. Check the rubber bumper if
they are worn out.
4. Check the screws or any sharp
edges that could catch your clothing or create cuts on your skin.
5. Request for guestroom supplies like linen amenities, cleaning chemicals and
cleaning tools from your supervisor.
6. Stock the trolley with the requested supplies according to allocated par stock or
according to the number of guests.
7. Label all the chemical sprayers to avoid mixing it with other chemicals.
8. Stock the trolley by putting all the guestroom amenities on the top shelves.
9. Place the folded bed sheets and towels in the second shelf of the cart.
10. Put all the chemicals at the lower level of the shelves including the tools like
scouring pads, rags, spatula, etc.
11. Place the vacuum cleaner and other equipment in the other side of the trolley.
12. Clean the soiled linen canvas and put plastic under liner on the trash.
Link: HOUSEKEEPING MANAGEMENT revised edition 2010 by Amelia Samson Roldan and
Amelia Malapitan Crespo
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B. Directions: Read the statement carefully then choose the best answer from the
given options.
1. It is the department takes pride in keeping the hotel clean and comfortable, so as to
create a ‘Home away from home’.
a. Font office b. Housekeeping
c. Kitchen d. Stewarding
3. Mr. Jackson an Airline Executive left his Rolex in the room 745 upon checkout.
Ramil the room attendant found out that there is a watch on the bed side table.
What appropriate action, Ramil should do?
a. Inform the Housekeeping Supervisor and indorse it lost and found section.
b. Inform the Security Supervisor and indorse it lost and found section.
c. Inform the Duty Manager and indorse it lost and found section.
d. Inform the General Manager and indorse it lost and found section.
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Try this!
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Do It Now!
Task Sheet
Steps/Procedure:
1. Prepared all the materials
needed in this activity.
2. Read information on how to Assessment Method:
perform bed making using 5
sheets. • Video demonstration
• Observation
3. Follow the measurement folding
of sheets according to standard.
4. If your finish already then call the
attention of your trainer to
evaluate your work.
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NOTE:
Dimension PERFORMANCELEVEL
Excellent Very Satisfactory Satisfactory Needs Improvement No Points
(50-45 pts.) (45-40 pts.) (40-35 pts.) (15 -10 pts.) Attempt Earned
(5 pt.)
1. Use of tools Uses tools and Uses tools and Uses tools and Uses tools and No
and equipment equipment correctly and equipment correctly equipment correctly equipment incorrectly attempt
confidently at all times and confidently and but less and less confidently
most of the times confidently sometimes most of the time
2. Application Manifests very clear Manifests clear Manifests Manifests less No
of understanding of the understanding of the understanding of understanding of the attempt
procedures step- by-step procedure step- by-step the step-by-step step- by-step
procedure procedure procedure seeking
but sometimes seeks clarification most of
clarification the time
Works independently Works Works independently Works independently No
with ease and independently with with ease and but with assistance attempt
confidence at all times ease and confidence from others most of
confidence most of sometimes the time
the time
3. Safety work Observes safety Observes safety Observes safety Most of the time not No
habits precautions at all times precautions most of precautions observing safety attempt
the time sometimes precautions
4.Completeness Task is completed Task is completed Task is nearly Task is started but not No
of Task following the procedures following the completed following completed following attempt
in the activity procedures in the the procedures in the the procedures in the
improvement/innovations project plan project plan project plan
5. Time Work completed ahead Work completed Work completed (min Work completed (min No
management of time within allotted time /hours/days) beyond /hours/days) beyond attempt
TOTAL POINTS
Answer20 key
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Pre-test
1.c 11. d
2.d 12. c
3.c 13. a
4.b 14. a
5.a 15.a
6.d 16. a
7.b 17. b
8.d 18. b
9.d 19.b
10.b 20.d
Self-check 1.1
1.b
2. c
3. a
4. d
5.b
Reference:
• Australian Aid, ASEAN, William Angliss Institute,
Specialist Center for Hospitality and Tourism Industry
• http://creativecommons.org/licenses/by/2.0/deed.en
• http://www.sxc.hu/
• https://unsplash.com/s/photos/service-to-guest
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