9

Technology and
Livelihood Education (TLE)
Quarter 1 – Module 2:
Advise Guests on Room and
Housekeeping Equipment
HOUSEKEEPING NC II
TLE Grade 9- Housekeeping NC II
Self-Learning Module (SLM)
Quarter 1 – Module 2: Advise Guests on Rooms and Housekeeping Equipment
First Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist in any work of
the Government of the Philippines. However, prior approval of the government agency or office
wherein the work is created shall be necessary for exploitation of such work for profit. Such
agency or office may, among other things, impose as a condition the payment of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names,
trademarks, etc.) included in this module are owned by their respective copyright holders.
Every effort has been exerted to locate and seek permission to use these materials from their
respective copyright owners. The publisher and authors do not represent nor claim ownership
over them.

Development Team of the Module

Writer: Cherie Jane O. Gersan
Editor: Anna Hazel B. Gornez
Reviewer: Jona R. Impang
Illustrator: Jay M. Alora, Dennis T. Meneses
Layout Artist: Irene B. Brasileño
Cover Art Designer: Reggie D. Galindez
Management Team: Allan G. Farnazo, CESO IV – Regional Director
Fiel Y. Almendra, CESO V – Assistant Regional Director
Romelito G. Flores, CESO V - Schools Division Superintendent
Mario M. Bermudez, CESO VI – Assist. Schools Division Superintendent
Gilbert B. Barrera – Chief, CLMD
Arturo D. Tingson Jr. – REPS, LRMS
Peter Van C. Ang-ug – REPS, ADM
Gilda O. Orendain - REPS, TLE/EPP/TVE
Juliet F. Lastimosa - CID Chief
Sally A. Palomo - Division EPS In- Charge of LRMS
Gregorio O. Ruales - Division ADM Coordinator
Amalia C. Caballes – EPS, TLE/EPP/TVE

Printed in the Philippines by Department of Education – SOCCSKSARGEN Region

Office Address: Regional Center, Brgy. Carpenter Hill, City of Koronadal

Telefax: (083) 2288825/ (083) 2281893
E-mail Address: region12@deped.gov.ph
 9
Technology and
Livelihood Education (TLE)
Quarter 1 – Module 2:
Advise Guests on Room and
Housekeeping Equipment
HOUSEKEEPING NC II
Introductory Message
For the facilitator:

Welcome to the Technology and Livelihood Education (TLE) Grade 9- Housekeeping

NC II Self-Learning Module (SLM) on Advising Guests on Room and Housekeeping
Equipment!

This module was collaboratively designed, developed and reviewed by educators both
from public and private institutions to assist you, the teacher or facilitator in helping
the learners meet the standards set by the K to 12 Curriculum while overcoming
their personal, social, and economic constraints in schooling.

This learning resource hopes to engage the learners into guided and independent
learning activities at their own pace and time. Furthermore, this also aims to help
learners acquire the needed 21st century skills while taking into consideration their
needs and circumstances.

In addition to the material in the main text, you will also see this box in the body of
the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to use this module.
You also need to keep track of the learners' progress while allowing them to manage
their own learning. Furthermore, you are expected to encourage and assist the
learners as they do the tasks included in the module.

4
For the learner:

Welcome to the Technology and Livelihood Education (TLE) Grade 9- Housekeeping

NC II Self-Learning Module (SLM) on Advising Guests on Room and Housekeeping
Equipment!

The hand is one of the most symbolized part of the human body. It is often used to
depict skill, action and purpose. Through our hands we may learn, create and
accomplish. Hence, the hand in this learning resource signifies that you as a learner
is capable and empowered to successfully achieve the relevant competencies and
skills at your own pace and time. Your academic success lies in your own hands!

This module was designed to provide you with fun and meaningful opportunities for
guided and independent learning at your own pace and time. You will be enabled to
process the contents of the learning resource while being an active learner.

This module has the following parts and corresponding icons:

What I Need to Know This will give you an idea of the skills or
competencies you are expected to learn in the
module.

What I Know This part includes an activity that aims to

check what you already know about the
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.

What’s In This is a brief drill or review to help you link

the current lesson with the previous one.

What’s New In this portion, the new lesson will be

introduced to you in various ways such as a
story, a song, a poem, a problem opener, an
activity or a situation.

What is It This section provides a brief discussion of the

lesson. This aims to help you discover and
understand new concepts and skills.

What’s More This comprises activities for independent

practice to solidify your understanding and
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.

What I Have Learned This includes questions or blank

sentence/paragraph to be filled in to process
what you learned from the lesson.

5
 What I Can Do This section provides an activity which will
help you transfer your new knowledge or skill
into real life situations or concerns.

Assessment This is a task which aims to evaluate your

level of mastery in achieving the learning
competency.

Additional Activities In this portion, another activity will be given

to you to enrich your knowledge or skill of the
lesson learned. This also tends retention of
learned concepts.

Answer Key This contains answers to all activities in the

module.

At the end of this module you will also find:

References This is a list of all sources used in developing

this module.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any part of the
module. Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer What I Know before moving on to the other activities
included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through with it.
If you encounter any difficulty in answering the tasks in this module, do not
hesitate to consult your teacher or facilitator. Always bear in mind that you are
not alone.

We hope that through this material, you will experience meaningful learning and
gain deep understanding of the relevant competencies. You can do it!

6
 What I Need to Know

This module was designed and written with you in mind. It is here to help you master
on how to Advise Guests on Room and Housekeeping Equipment. 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.

After going through this module, you are expected to:

LO1: Advise Guests on Room and Housekeeping Equipment. (TLE_HEHK9-12HS-

Ia-e-2)

1. Describe and explain the use of different types of housekeeping and

front office forms;
2. Practice proper handling of client’s queries through telephone, fax
machine, e-mail;
3. Identify common problems related to Housekeeping Services; and
4. Observe proper handling of different problems in Housekeeping
Services.

7
 What I Know

Let us determine first how much you already know about Advising Guests on Room
and Housekeeping Equipment.

True or False.

Direction: Write TRUE if the statement is correct, and FALSE if it is incorrect.

_______ 1. Reservation form is a paper used for confirming the guest booking.
_______ 2. Hotel registration form is used by hotels to allows guest to cancel their
bookings.
_______ 3. Cancellation form is used by hotels to keep all information of their
visitors/ guest.
_______ 4. Lost and found slip is an important document to keep records for the lost
and found items inside the guest room/ hotel.
_______ 5. Housekeeping status report is used whenever there are problems
reported by the guest to the housekeeping department.
_______ 6. Maintenance request form is used to give update of the status of each
hotel room.
_______ 7. Telephone is an equipment used to place and accept bookings through
voice call.
_______ 8. Fax machine is a device used to receive and transmit faxes.
_______ 9. E-mail are messages from one computer user to another network user.
_______10. Noise is one of the common problems related to housekeeping services.
_______11. Good amenities are one of the features offered by hotels to entice guest.
_______12. Up to Three phone rings is the maximum allowed telephone rings to
answer a call.
_______13. Equipment malfunction refers to the good conditions of equipment
inside the guest room.
_______14. Staying Calm is one way of handling problems in Housekeeping
department.
_______15. Asking an Apology is one of the best way of expressing regret if ever there
are problems encountered by the hotel guest.

8
 Lesson
Advise Guests on Room and
2 Housekeeping Equipment

Hello everyone! In this module, you will learn independently the importance of
describing and explaining the use of different types of housekeeping and front office
form, practice proper handling of client’s queries through telephone, fax machine, e-
mail, identify common problems related to housekeeping services, observe proper
handling of different problems in housekeeping services.

Have you tried checking inside a hotel in your locality with your family or friends?
Have you tried filling up their forms upon checking in? Or tried answering a phone
call from any persons aside from your family or friends? How did you manage to
handle a phone call? Will you able to handle it properly? What about a movie related
to a guest who complains about housekeeping services? What is your feeling when
someone complains about housekeeping services? What if you are part of the
housekeeping department? How will you handle it properly? Come with me and I will
help you understand and appreciate all of this.

9
 What’s In

In this module, you were taught of the competencies and skills that every beginner
in housekeeping staff should possess. By this, you will be learning the different ways
in describe and explain the use of different types of housekeeping and front office
forms, practice proper handling of client’s queries through telephone, fax machine,
e-mail, identify common problems related to housekeeping services, observe proper
handling of different problems in housekeeping services personnel. Are you excited
for this lesson? You may now proceed with the next activity.

Notes to the Teacher

This contains helpful tips or strategies that will help you in guiding
the learners.

10
 What’s New

Have you ever been to any hotel in your locality? Are you familiar with the forms
front and housekeeping personnel are using? By this time, you already have in mind
if what it feels to work in a hotel. Guided by knowing in this module you will surely
appreciate the services has to offer.
In the case the guest wants to reserve for a room or check in what forms are you
going to use. Why is it important to identify the different types of forms use in front
office and housekeeping? How to answer queries using telephone, fax machine or e-
mail. What are the common problems related to housekeeping services and how to
handle it properly?
Let’s keep going by answering the following activities.

Below are types of front office and housekeeping forms.

Activity 1. “Fill Me?”

Direction: Fill in the necessary information needed in the given forms:
Here Is an example of a Hotel Registration form and a Lost
and Found Slip
A. Registration Form

REGISTRATION FORM
ABC HOTEL
143 St. General Santos City
Tel No. 123-3456

Name: _____________________________Nationality: _______________________

Address: _____________________________________________________________
City or Town: __________________CAR Registration No: __________________
Date of Arrival: _________________Date of Departure: ____________________

Method of Payment: Card Cash Cheque

Room rate: Dinner bed and breakfast

Bed and Breakfast

Check out time: 10:00 AM
Signature: ______________________________Room No.___________________

11
B. Lost and Found Slip

LOST AND FOUND SLIP

Facility Name: ___________________Date: _____________________

Item description: ___________________________________________

___________________________________________________________

Location Found: ___________________________________________

Name of Finder: ____________________________________________

Supervisor who receive the item: ____________________________

Disposition of property:

Date item returned to the owner: ___________________________

Owners Name: _____________________________________________

Owner Tel Nos.____________________________________________

Owners Address: __________________________________________

Were you able to fill in the correct information ask? Good job! Now, proceed to the
next activity.

12
Activity 2. “Name Me!”
Directions: Identify the common problems related to housekeeping
department. Read the situation below and choose the correct answer.

Theft complaint laundry error lack of amenities

Room not cleaned properly equipment malfunction

No. Situations Answer

1. Ana complained that her room was not

properly cleaned since she left in the
_____________________________
morning.
2. Mr. Smith of room 203 was
complaining because of no slippers
_____________________________
inside.
3. A guest lost her necklace. She insisted
that you were the one cleaning the
_____________________________
room before they were lost.
4. John called the housekeeping
department because the heater in his
_____________________________
bathroom was not functioning.
5. Mrs. White was complaining that one
of her laundry items is not hers.
_____________________________

Activity 3. “Arrange Me!”

Directions: Arrange the jumbled words to form a correct word. Write your
answers on the space provided.
1. _______________ R O B P E L M – challenges face by the housekeeping
department.
2.________________E I N O S – loud or unpleasant sound.
3.________________T E F H T – the act of stealing.
4.________________M L A F N U C T O I N- to fail to function properly.
5. _______________ M E A N I E I S T- desirable features or facilities offered
by a hotel.

13
 What is It

DEFINITION OF TERMS

Read this information then find out how much you can learn.
Types of Front Office Forms

It is a form used for

1. Reservation
reserving guest booking
Form
through phone or e-mail.

Form used by hotels in

2. Registration order to keep all the
Form information of their hotel
guest.

3. Cancellation Form used to allow guest to

Form cancel their bookings.

14
 Types of Housekeeping Forms

Form used whenever

there are problems
1. Maintenance reported by the guest
Request Form for maintenance to the
housekeeping
department.

Form used to give

2. Housekeeping update of the status of
Status Report
each hotel room.

Important document to
3. Lost and keep records for lost
Found Slip and found items.

Handling Clients Queries through Telephone, Fax Machine-Mail Etc.

People all over the world call for making booking or asking for information/inquiries
on details of the hotel and their facilities or transferring messages to the guest or for
other various purposes. Effective communication is one of the important task in
housekeeping.

Basic Techniques in Answering Telephone Calls

• Answer telephone promptly after three rings.
• Say the name of the hotel, your name and appropriate greetings.
• Smile. This will reflect on your voice and the caller can sense it.
• Speak loud enough but do not shout.
• Always have pen and paper in hand.
• Listen carefully, pay close attention.
• Make the caller feels that they have undivided attention.
• If you have to ask caller to hold, explain why.

15
 Common Problems Related to Housekeeping Services
• noise coming from other rooms
• rooms not cleaned properly
• rooms lacking of amenities
• equipment malfunction
• laundry error
• theft complaint
• communication problems with hotel staff

Proper Handling Different Problems in Housekeeping Services

1. Stay calm - when a guest is complaining

do not panic.

2. Listen - do not interrupt when the guest

is complaining.

3. Thank the guest for bringing - the situation to improve

up the complaint service.

4. Focus on the issue. - do not take things personally.

5. Take note of the correct - make sure to abide to those

procedure and establishment respective policies without
policy on dealing with guest having to compromise the
satisfaction of the guest.
complaints.

- when a service provided caused

6. Apologize for any any trouble among guest,
inconvenience apologize.

- problem must be solved as soon

7. Assume immediate possible as possible to regain the
assistance. reliance of the guest on your
service.

16
 What’s More

Activity 4. “Match Me!”

Directions: Match Column A to Column B showing the proper way of handling

different problems in housekeeping services. Write your answer on the space
provided.

Column A Column A

_____1. When a guest is complaining do not panic. a. listen

_____2. Do not interrupt the guest while he or she
b. stay calm
is complaining.

_____3. Do not take things personally. c. thanks the guest

_____4. When a service provided caused any trouble d. apologizes

among guest.
e. focus on the issue
_____5. Take the situation to improve service.

What I Have Learned

You are now nearing the end of this module. If you are ready, write a summary of
what you have learned from the previous activities. If you need to learn more, go back
and review the activities that you have done.

Activity 5. Sum It Up!

Why is it necessary to observe proper handling of different problems in housekeeping

services?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
____________________________________________________________________.

17
 What I Can Do

Activity 6. “Paste Me Up!”

Directions: Look for pictures of the different problems related to housekeeping

services. Cut them out and creatively put them on a long bond paper. Choose only
five (5) below.

• Dirty rooms
• Noisy environment
• Broken lights
• Old furnishings
• Theft
• Dirty linens
• Poor amenities (like: bathroom so small, lack of bathroom supplies)

18
 Assessment

Activity 7. “Tell Me The Truth!”

Directions: Write letter T if the statement is true and letter F if it is false.

______1. Hotel registration form is used by hotels to allows guest to cancel their
bookings.
______2. Reservation form is a paper used for confirming the guest booking.
______3. Cancellation form is used by hotels to keep all information of their visitors/
guests.
______4. Lost and Found slip is an important document to keep records for the lost
and found items inside the guest room/ hotel.
______5. Housekeeping Status report is used whenever there are problems reported
by the guest to the housekeeping department.
______6. Maintenance Request form is used to give update of the status of each
hotel room.
______7. Telephone is an equipment used to place and accept bookings through voice
call.
______8. Fax machine is a device used to receive and transmit faxes.
______9. E-mail are messages from one computer user to another network user.
______10. Noise is one of the common problems related to housekeeping services.
______11. Three rings are the maximum allowed telephone rings to answer a call.
______12. Amenities are one of the features offered by hotels to
entice guest.
______13. Equipment malfunction refers to the good condition of equipment inside
the guest room.
______14. Ask an Apology is one of the best way of expressing regret if ever there are
problems encountered by the hotel guest.
______15. Stay Calm is one way of handling problems in Housekeeping department.

19
 Additional Activities

Congratulations! You’ve come so far to our lesson. I hope you’ve learned a lot about
our lesson, and you are now aware on the different types of front office and
housekeeping forms, practice proper handling of client queries, common problems
related to housekeeping services and proper handling of different problems in
housekeeping services.

Activity 8. “Call Me!”

Directions: Read the conversation below regarding a client you would like to
inquire for a room reservation. Arrange the conversation of a caller and an
operator orderly. Follow the format below:
- I would like to ask if you have a room for four?
- ABC Hotel hello! This is Sophia. How may I help you?
- A double suites room. How much please?

- Yes, mam, we have a family room, a deluxe room and a double suites room.

- P 5,500/night with free breakfast, mam

- Sure mam. Any other queries mam?

- Alright can you reserve me on July 10-15?

- Thank you for calling ABC hotel. We are looking forward of seeing you soon.
Have a nice day!

- No, that’s all. Thank you.

Operator: ______________________________________________________
Caller: _________________________________________________________
Operator: ______________________________________________________
Caller: _________________________________________________________
Operator: ______________________________________________________
Caller: _________________________________________________________

20
 21
What’s More
No. Assessment
Activity 4
1. stay calm F
2. listen T
3. focus on the issue F
4. apologizes T
5. thanks the guest F
6. F
7. T
8. T
9 T
10. T
11. T
12. T
13. F
14. T
15. T
What I What’s New
No.
Know Activity 2 Activity 3
1. TRUE rooms not cleaned properly problem
2. FALSE lack of amenities noise
3. FALSE theft complain theft
4. TRUE equipment malfunction malfunction
5. FALSE laundry error amenities
6. FALSE rooms not cleaned properly
7. TRUE
8. TRUE
9 TRUE
10. TRUE
11. TRUE
12. TRUE
13. FALSE
14. TRUE
15. TRUE
Answer Key
References

Vivas J.F TLE-TVL SERIES Housekeeping

22
 DISCLAIMER
This Self-learning Module (SLM) was developed by DepEd SOCCSKSARGEN
with the primary objective of preparing for and addressing the new normal.
Contents of this module were based on DepEd’s Most Essential Learning
Competencies (MELC). This is a supplementary material to be used by all
learners of Region XII in all public schools beginning SY 2020-2021. The
process of LR development was observed in the production of this module.
This is version 1.0. We highly encourage feedback, comments, and
recommendations.

For inquiries or feedback, please write or call:

Department of Education – SOCCSKSARGEN

Learning Resource Management System (LRMS)

Regional Center, Brgy. Carpenter Hill, City of Koronadal

Telefax No.: (083) 2288825/ (083) 2281893

Email Address: region12@deped.gov.ph

23