FATHER SATURNINO URIOS COLLEGE OF BAYUGAN, INC.

Lawaan St. Poblacion, Bayugan City, Agusan del Sur

Tel. No. (085) 303-0766 ||fsucbi@gmail.com

Basic Education Department

School Year 2020-2021

TLE 12 (HOUSEKEEPING)

Content The learner demonstrates understanding of providing effective housekeeping

Standard services to house guests

Performance The learner independently demonstrates understanding of providing effective

Standard housekeeping services to house guests.

1. Handle housekeeping requests

2. Discuss implementing Hotel Codes, Rules and regulations
3. Explain different skills of good housekeeper needs such as in and
intrapersonal skills
4. List down and describe the basic functions of each personnel in the
housekeeping department Discuss nature and scope of guestroom
Learning
cleaning, care and maintenance
Competencies
5. Enumerate bedroom and bathroom amenities offered in an institution
6. List down procedures in conducting room check, turn down and make up
beds
7. Demonstrate proper handling of guests’ requests in housekeeping
following safety and security standards
TLE_HEHK9- 12HS-Ia-e-1
WEEK 1
1. Identify the importance of housekeeping
2. Determine Hotel Codes, rules and regulations
3. Associate basic Skills needed of a good housekeeper
4. Recognize the Housekeeping Department
Week 2
Learning 1. Discuss cleaning care and maintenance
Targets 2. Compare cleanliness and orderliness
3. Identify keeping of lost and found items
4. Associate provision of other services to house guests
5. Listen to other Guests’ needs and concern
Week 3
1. Identify bedroom and bathroom amenities
2. Apply procedural requirements in handling guests’ requests related to
housekeeping
3. (Australian Aid, ASEAN, William Angliss Institute, Specialist Center for
Hospitality and Tourism Industry)
References 4. http://chtmag.com/pg-professional-survey-reveals-78-of-customers-
sleep-better-in-animpeccably-clean-hotel/
 FATHER SATURNINO URIOS COLLEGE OF BAYUGAN, INC.
Lawaan St. Poblacion, Bayugan City, Agusan del Sur
Tel. No. (085) 303-0766 ||fsucbi@gmail.com

TLE 12 (HOUSEKEEPING)
LEARNING ACTIVITY SHEET
Week 1
Name: __________________________________________ Score: _______________
Grade and Section: _____________________________ Date: ________________
Teacher: ROSELLY D. GAVIOLA

Activity Title: Provide Housekeeping services to guests

Learning Target/s:
1. I can identify the importance of housekeeping
2. I can determine Hotel Codes, rules and regulations
3. I can associate basic Skills needed of a good housekeeper
4. I can recognize the Housekeeping Department

Provide Housekeeping services to guests

PRAYER
Lord, I know you are with me and love me.
Give me peace of mind as I prepare for this time of study.
Help me to focus on my books and notes,
keep me from all distractions so that I will make the best use
of this time that is available to me.
Give me insight that I might understand what I am studying,
and help me to remember it when the time comes.
Above all, I thank you for the ability to be able to study
and for the many gifts and talents you have given me.
Help me always to use them in such a way
that they honor you and do justice to myself.
 What Do You Already Know?

Let us determine how much you already know about the use farm tools and
equipment. Take this test.

A. Directions: Read the statement carefully then choose the best answer from the given
options.
1. What is the housekeeping department in the hospitality industry?
a. The team of employees that is in charge of the food and beverage in an organization.
b. The team of employees that is in charge of guest relations in an organization.
c. The team of employees that is in charge of the cleaning tasks in an organization.
d. The team of employees that is in charge of management in an organization.
2. Which of the following is NOT one of the basic functions of housekeeping in the
hospitality industry?
a. Making the bed c. cleaning the bathroom b. Taking out the trash d. answering the
phones
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
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
 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.
IMPORTANCE OF HOUSEKEEPING
Housekeeping is an operational office in a hotel, which is dependable for
cleanliness, support, stylish upkeep of rooms, open range, back zone and environment.
Lodging survives on the deal of room, nourishment, refreshments and other minor
administrations such as the clothing, wellbeing club spa and so on. The deal of room
constitutes a least of 50 per cent of these deals. Hence, the major portion of the hotel’s
edge of benefit comes from the room deals, since a room once made can be sold over
and over once more. The exertion that a housekeeping office makes in giving a guest
an alluring room features a coordinate bearing on the guest’s involvement in an inn.
Guestrooms are the heart of the inn. The housekeeping office not as it were plans clean
guestroom on a convenient premise for arriving guest, but moreover cleans and keeps
up everything within the inn so that the property is as new and appealing as the day it
opened for commerce. Housekeeping, hence, is a subordinate office that contributes in
an enormous way towards the in general notoriety of a property.
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.

ROLE OF HOUSEKEEPING DEPARTMENT

Housekeeping plays a very important role in hospitality industry such as: -

➢ 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.

Hotel Rules and Regulation

Hotel rules / House rules are administration approach or understandings between

the guest and the hotel. More often than not, these arrangements are said on the guest
enlistment card which is marked by the guest at the time of check-in. In Addition to this,
a duplicate of rules and control is additionally kept in all visitor rooms for visitor to
examined and understand the administration arrangements. This could moreover
incorporate the nearby government arrangements which got to be taken after by the
guest.

Hotel Rules and Management policies In order to create your stay as

wonderful as conceivable, the Management requests your participation in watching the
taking after as an agreement between the guest and the management beneath which
rooms are allowed to be utilized by the guest(s). At all be dependable for any
misfortune / or harm to the Guest's belongings or any other property from either the
hotel room or the locker or any other portion of the hotel for any cause at all counting
burglary of pilferage to stopping, early check-in or late check-out, room bundles, in-room
services such as a bottled of wine, updated Wi-Fi and indeed cross-selling openings
such as breakfast every day or spa services.

Hotel Rules and Management policies

In order to create your stay as wonderful as conceivable, the Management

requests your participation in watching the taking after as an agreement between the
guest and the management beneath which rooms are allowed to be utilized by the
guest(s). At all be dependable for any misfortune / or harm to the Guest's belongings or
any other property from either the hotel room or the locker or any other portion of the
hotel for any cause at all counting burglary of pilferage to stopping, early check-in or late
check-out, room bundles, in-room services such as a bottled of wine, updated Wi-Fi and
indeed cross-selling openings such as breakfast every day or spa services.
Guide to Housekeeping Skills

Time management skills

Housekeepers often work on their own or in a small group of other housekeepers and
must complete a set number of cleanings each day. Being able to properly manage time
is a key skill needed by a housekeeper to ensure they complete all cleanings in a timely
manner. They must also be punctual for cleaning appointments and finish cleaning in
the time frame expected by the client.

Attention to detail
A housekeeper must be extremely detail-oriented to be effective at their job. From
organizing various household items to ensuring that floors and windows are scrubbed
clean and left streak less, these professionals need a keen eye for detail to successfully
perform their duties. The more thorough a housekeeper is at completing their tasks, the
better they will be at their job.

Communication skills
Housekeepers must regularly communicate with clients, coworkers and supervisors to
ensure that the expectations for each cleaning are thoroughly understood. Without good
communication skills, a housekeeper may not meet the needs of the client or overlook
important components required to complete a particular job.

Interpersonal skills
Housekeepers often work directly with clients and must be able to work well with others
to be successful at their job. Common interpersonal skills needed by housekeepers
include dependability, teamwork and responsibility.

Flexibility
Many housekeepers are required to work different hours each day based on a client's
needs. For example, if a housekeeper is tasked with cleaning an office building, they
may have to wait to begin work until all employees have left the building for the evening.
Some housekeepers even work overnight or early in the morning. Being flexible can
help a housekeeper be available for more jobs and potentially make more money.

Customer service
Housekeepers must have good customer service skills to be successful at what they do.
This is because their work is based on the approval of the client, so ensuring that clients
are satisfied with a housekeeper's performance is key to being successful in this career.

HOUSEKEEPING DEPARTMENT
“A new broom sweeps clean; but an old broom knows the corners.” - An Irish Saying.

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.
Structure of Housekeeping Staff The general structure of housekeeping staff is as
shown below:

Executive Housekeeper / Manager of Housekeeping

The Executive Manager is the chief of housekeeping department. The Deputy
Housekeeper and Assistant Manager of Housekeeping report to him. Their
responsibilities include:
 Ensuring overall cleanliness and aesthetics of the hotel.
 Ensuring overall sanitation, comfort, and ambience of the hotel.
 Training the new joiners and motivate the existing employees.
 Modelling and establishing Standard Operating Procedures (SOPs) for cleaning and
decorating.
 Monitoring regular inventory of guest supplies and linen.
 Monitoring housekeeping equipment and hotel property.
 Evaluating employee performance, and handling their training, promotions, and
transfers.
 Organize flower arrangements for events.
 Presenting the estimate of the required budget to the General Manager of the hotel.

Supervisors of Housekeeping
The supervisors report to the Assistant Housekeeper. Their positions and their
respective responsibilities include:
Floor Supervisor
 Issuing keys to the room attendants.
 Coordinating floor operations and tray clearance with room attendants.
 Inspecting rooms for readiness and reporting to the front office for the same.
 Catering for VIP facilities and providing special supplies such as hot drinking water,
baby-sitting provision.

Public Area Supervisor

 Ensuring that cleanliness is maintained at all times in public areas such as lobby, lifts,
parking, swimming pool, coffee shop, conference hall, banquet hall, and restaurant.
 Ensuring banquet and conference halls are well kept and ready.
 Ensuring the concerned operating staff is available as per the schedule.

Night Supervisor
 Ensuring provision of guest supplies such as water, extra bed, fans, or towels.
 Ensuring the operating staff working at night is following all cleaning SOPs.
 Supervising hotel area at night and ensuring cleanliness in all areas of hotel.

Uniform Room Supervisor

 Providing clean, ironed, and fresh uniforms to the hotel staff.
 Suggesting procurement of any uniforms required.
 Checking repaired linen from tailor room.
 Keeping track of number and condition of uniforms.

Linen Room Supervisor

 Inspecting linen and sending it to the laundry.
 Checking linen from laundry and sending it for ironing.
 Maintaining linen influx and out flux register.
 Checking repaired linen from tailor room.
 Suggesting linen replacements if required.

Operating Staff / Attendants

The positions and responsibilities of the Operating Staff/Attendants are explained
below.

Uniform Room Attendant

 Collecting uniforms of staff at the end of every shift and maintaining them to be used
for the next time.
 Maintaining the shelves of uniforms and linens clearly.
 Giving and taking back the uniforms from the staff.

Linen Room Attendant

 Segregating the dirty linen according to its type and sending it to the laundry.
 Keeping the track of linen count before and after laundry.
 Stacking towels, bed sheets, pillowcases, table napkins separately into different
sections of shelves.

Guest Room Attendant

 Reporting to the floor supervisor.
 Cleaning the guest rooms, guest bathrooms, and the corridors.
 Changing the linen of the guest room and guest bathrooms.
 Topping up the guest supplies.
 Making guest-room beds.
 Replenishing the hotel cleaner’s trolley with supplies and linens for the next shift staff.

Storekeeper
 Reporting to the floor supervisor.
 Keeping the count of cleaning equipment and items such as cleaners and detergents.
 Generating requisition to purchase the required material.

Public Area Attendants

 Reporting to public area supervisor.
  Keeping the parking, lobbies, guest rooms, lifts, and corridors in best maintained
status.
 Keeping these areas smelling fresh and clean.

Night Shift Attendants

 Reporting any hotel safety issues to the night supervisor.
 Performing housekeeping duties during night

Activity 2

Identification

A. Directions: Identify the word that is described in each statement. Write your
answers in the blank.

_____1. They must also be punctual for cleaning appointments and finish cleaning in
the time frame expected by the client.

_____2. Housekeepers often work directly with clients and must be able to work well
with others to be successful at their job. Common interpersonal skills needed by
housekeepers include dependability, teamwork, and responsibility.

_____3. Housekeepers must have good customer service skills to be successful at what
they do.

_____4. Housekeepers must regularly communicate with clients, coworkers, and

supervisors to ensure that the expectations for each cleaning are thoroughly
understood.

______5. A housekeeper must be extremely detail-oriented to be effective at their job.

B. Direction: Search at least 5 hotels and their rules and regulations.

 Hotel name Rules and regulation

Evaluation of learning
Direction: Answer the following question.

1. What is housekeeping for you?

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1. What is the importance of housekeeping?

___________________________________________________________________
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___________________________________________________________________
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2. How important housekeeper in every hotel?

___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________

3. How important housekeeping plays our hospitality industry?

___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
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 Congratulations! You did a great job! Rest and relax a
while then move on to the next lesson. Good luck!

Gmail account
rosellygaviola@gmail.com
Messenger Prepared by:
Yllesor Zaid Aloivag Roselly D. Gaviola
Contact number
09260624885/09512467834