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

Standard housekeeping services to house guests

Performance The learner independently demonstrates understanding of providing

Standard effective 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 2

1. Discuss cleaning care and maintenance

Learning
2. Compare cleanliness and orderliness
Targets
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

1. (Australian Aid, ASEAN, William Angliss Institute, Specialist

Center for Hospitality and Tourism Industry)
References 2. 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 2
Name: __________________________________________ Score: _______________
Grade and Section: _____________________________ Date: ________________
Teacher: ROSELLY D. GAVIOLA

Activity Title: Provide Housekeeping services to guests

Learning Target/s:

1. I can discuss cleaning care and maintenance

2. I can compare cleanliness and orderliness
3. I can identify keeping of lost and found items
4. I can associate provision of other services to house guests
5. I can listen to other Guests’ needs and concern

Nature and scope of guest’s room

 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.

Activity 1

Directions: Based on your experience by cleaning your rooms, write the steps on how you clean
and the importance of cleaning.

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What Do You Need To know?

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.

GUEST ROOM CLEANING AND MAINTENANCE

(1) Guest rooms must be cleaned and supplied with freshly laundered sheets, pillow
covers, towels, and washcloths before each new guest or group of guests arrive.
(2) 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.
(3) Shared bathrooms must be cleaned daily.
(4) All bedding, towels, and washcloths provided by management must be clean and
in good repair.
(5) Each mattress must be covered with a machine-washable pad.
(6) Sheets must adequately cover the bed and fold over the blanket at least six
inches.
(7) All bedding including quilts and comforters must be machine-washable or
covered with machine-washable linen such as a duvet.
(8) Mops must be air dried between uses.
(9) A designated janitor sink must be used for washing and rinsing of mops, brooms,
brushes, and other cleaning devices. Tourist homes may use an alternative as
approved by the local health authority.
(10) 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.
 (11) All furnishings, fixtures, floors, walls, and ceilings must be clean and in good
repair.
(12) Management must provide for maintenance as needed.
(13) Cleaning compounds and pesticides must be stored, used, and disposed of in
accordance with the manufacturer's label instructions.
(14) Ozone air purifiers may not be used within the establishment.
(15) 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.
(16) All utensils used for food or drink provided for guests must be stored, handled,
and dispensed in a manner which prevents contamination.

SOP – Housekeeping – Lost and Found procedures

 An item left behind by guest either in the room or in public area identified by any staff
and brought under the notice of Housekeeping is termed as “Lost and Found” item.
 There should be one dedicated location to receive lost and found items whether it is
found in guestrooms, meeting rooms, public area or restaurants.
 The lost items must be secured in a locked closet or area that has highly restricted
access.
 Employees are instructed to bring items to lost and found area, with valuables receiving
immediate attention.
 All items received to be recorded in a lost and found register.
 All items regardless whether it is valuable, non valuable items and perishable items
must be recorded on the Lost and found register.
 Items should be put in a plastic bag noting the serial number from the register, place
found, date, name of the person found the item etc.
 Valuable items like Jewelry, mobile, wallets, laptops, iPad etc. must be stored in a
locker.
 If the Property management system has Auto trace functionality then put a trace on
the guest profile stating the there is a lost item held with the housekeeping department.
 Send Email to the guest to notify the guest about the lost item ( as per the hotel policy )
 When guest calls up the hotel to ask about the lost item, only the person who maintains
the lost and found register should revert to the call.
 Once the item is sent to the guest / collected by the guest authorized person an
appropriate entry to be made on the system.

Sample lost and found register:

 
The lost and found items are classified as follows:
1. Valuable items.
2. No valuable items.
3. Perishable items.

Valuable items :

 One separate Register is maintained for Valuable lost and found items and the items
are kept in a safe Deposit Locker.
 Valuable items are kept for a period of six months ( as per the hotel policy),
 If there is no response from the guest, auction to be conducted.

Non valuable items:

These category items are kept for three months in safe custody after making necessary
entries.
If there is no response from the looser till the time, these items are to be disposed off.
Eg: To be distributed to the finder.
Perishable items:

 Perishable nature lost and found items are kept for three days.
 In case of any quarry and need to keep further is to be done accordingly.

Identifying guest needs and providing anticipatory

Service
Guests visit hotels for different reasons, The front desk team should be smart enough to
identify and categories different types of guest and their needs. This will allow them to
provide an anticipatory service and exceed the guests expectations. 

Business Travelers 

 Wearing a suit, business-like cloth, carrying a laptop, using tablets and smartphone.

 Reading Newspapers. Business Magazines, journals etc.

 Mostly Arrive afternoon/late evening and departs early in the morning.

 Coming in/flying out to mayor Business Hubs as London, Tokyo, Shanghai, New York,
Singapore etc.

 Their average stay could be between 1-3 stays.

Needs

 Looks for steady and fast Internet connection, to access email.

 Basic business Centre service (copy, print, fax).
 Travel Adaptor, Mobile/ iPhone/iPod/iPad chargers and connectors.
 Ability to connect to multiple devices through WiFi.
 Likes International Newspaper and magazines.
 Early and healthy breakfast / early bird breakfast.
 Workplace and inspiring work environment.
 Healthy and stimulating lunch, dinner, room service menus in the communicative
environment.
 Efficient & speedy service, discretion, accurate invoicing.
Shopping / Leisure Guest
 Wearing leisure clothes, brand clothes.
 Guest may come from Middle East, South East Asia, Europe, Japan, America.
 Asking about shopping areas, carrying lots of shopping bags during the stay
 Average stay 3-4 nights

Needs
 Guest would be interested in information on shopping malls, outlets, galleries,
City maps, Area / Neighborhood information.
 Requires more luggage space, more hangers, bathroom amenities etc.
 Looks for Happy hour/afternoon tea etc.
 Swimming pool and other leisure activities in the hotel.
 Fancy/special restaurant recommendation.

Special Occasion Guest

 A couple, wearing leisure clothes.
 Honeymooner is usually from abroad, Birthday or Anniversary may be local too.
 The average stay of Birthday/Anniversary Guest 1-2 nights (weekend), Honeymooner 3-
4 days (mostly as a stopover to/from next destination)
 Book or reserves rooms early and may request for special arrangements and amenities
in the room.

Needs
 Amenities from the Hotel,  (Cake, Wine, chocolate, personalized gift)
 Special attention at Arrival/check in.
 Recommendations for nice restaurants (nice view), beach activities and other
attractions in the city
 Special touch at turn down service.
 DVD Player, DVD rental / Wii / Xbox etc.
 Prefers Room service.
 Late check out.

Family Guest

 Travelling with children, parents or relatives.

 Visiting relatives or attending marriages or special functions.
 Average stay 4-5 nights, likely to book through a travel or tour operator.

Needs

 A sofa bed, baby cot (including amenities) extra towels.

 Connecting rooms.
 Special Children menu.
 Babysitting services.
 Kids pool and activities for children.
 Recommendation of FUN places like an amusement park, Zoo's, city tours, beach
activities.
 Extra care if travelling with old parents.

SOP – Housekeeping – Taking messages and

handling complaints
Taking messages in HK control Desk:

While taking a message the following procedure has to be followed:

 Name of the person for whom the message is intended.
 Name of the person leaving the message.
 The contact number of the person leaving the messages.
 Date, Time, and Initials.
 Details of the Guest request / Messages.
 Request forwarded to Staff.
 Status of the request.
Note: Download Sample guest request tracker formats.
 Repeat and confirm the message / request with the guest/caller.
 Pass on the message immediately to the concerned person or department. 
 When taking a message, staff member has to ensure to collect accurate and adequate
information and pass it on to the appropriate person.
 Follow up with the concerned person and take update on the task until it is completed.
Handling complaints:

 Do not argue with the guest.

 The guest is always right.
 Listen attentively to the guest and understand what is exactly wrong.
 Write pertinent details down on the guest request tracking sheet.
 Apologize for the inconvenience caused.
 Rectify the situation if you can.  These are some instances where common sense will
prevail and so as long as you are aware of the standard procedure of rectifying
complaints.
 Inform the Manager of all complaints immediately, even if you have successfully
resolved the situation.
 Note down the incidence on the log book and give handover to the next shift the issue is
still not resolved.
 Complaint has to be handled positively and with empathy for the guest, aspiring for
100% guest satisfaction as the outcome.
 If the problem is out of your authority, inform the manager or Duty Manager.
 Guest should be kept informed of the developments.
 Record all the details in Guest Call Register.
 Remain pleasant at all times, but do not smile when the guest is complaining
 Listen without interruption
 Know the correct procedure and the establishment policy on
 dealing with customer complaints
 Ask the guest how they would like you to resolve the problem
 Focus on the issue and don’t take the complaint personal
 Apologies to the guest for any inconvenience
 Advise your supervisor and get their feedback as to how they
 feel you handled the situation.
Activity 2
Direction: Take a video of yourself on how to handle guess complaints
through call and text. Search at least 2 common guest complaints and
answer then apply the rules on managing with a client complaint. The
video must minimum of 3 mins. with a maximum of 5 mins. Pass to my
messenger or Gmail indicated at the last page of the module. You will be
rate based on the rubrics below.
Activity 3

Training Summary questions:

1. Explain the term 'Lost and found'?

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2. What is the process for valuable objects?

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3. Where should the valuable items kept?

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4. Why it is important to record all items on the lost and found register?

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5. What is the procedure for non-valuable items?

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6. What all details to be noted down while taking a guest request?

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7. Why it is important to repeat the message / request with the guest?

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8. . Why it is required to follow up with the task owner?

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9. What are the tips for handling guest complaints?

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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