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Housekeeping Services
NCII
Quarter 3
Self-Learning Module 5
Guestroom Cleaning, care and maintenance
Lesson 1: Provide Housekeeping
Services to Guests (HS)
LO 1. Handle housekeeping requests
Module Title : Proper handling
of housekeeping requests

Writer: Maria Elizabeth N. Villabroza

Reviewer: Sarah Minette M. Reyes
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EXPECTATIONS

At the end of this module, the learners should be able to:

A. Identify the types of guest requests;
B. Identify the different types of guest rooms;
C. Demonstrate proper handling of guests’ requests in housekeeping following safety
and security standards

PRETEST

Direction. On the space before the number, write T if the statement is correct and F
if the statement is incorrect.
__ 1. One type of guest request is additional equipment needed by the guest as
this equipment is not found in the guest room.
2. If the room attendant cannot attend to the guest immediately, they
should ignore the guest request and continue doing his/her task.
3. As the department responsible for the cleanliness of a property, the
Housekeeping Department is often called upon to handle requests from
other departments.
4. Extra tea, coffee, sugar and milk sachets are common requests where the
guests spend a lot of time in their room.
__ 5. One type of task request from the Housekeeping Department is new
staff uniform.

RECAP

Direction. Find the meaning of the terms in column A with those from column B by
connecting a line between them.

A B

1. Guest Relations a. Guests are assured that they can sleep soundly at
night without any intruders getting into their rooms.
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2. Guest Safety b. Every employee, including the room attendant, to

greet and warmly receive guests and to be friendly and
professional

3. Cleaning c. Room Attendants understand what rooms they are to

clean and in which order.

4. Administration and d. The Housekeeping Department ensures that the

Communication guestroom is sanitized and all areas are free from dirt
and microorganisms.

LESSON

Proper handling of housekeeping requests

Types of Guest Rooms

An understanding of the different room features and configurations can make Room
Attendants respond to guest requests more efficiently because they are familiar with
the types of bedding and amenities found in the guestrooms. The amenities included
in a room or upon request differ depending on the type of accommodation provided.
Guests may request items across a range of accommodation properties for a wide
variety of reasons.

In hotels room categories vary according to the type of bed, number of occupants,
number of bed, decor, specific furnishings or features and nowadays even by the
themes of the rooms. Even though rooms may vary, the following room-type
definitions are common:
 Single: A room assigned to one person. May have one or more beds.
 Double: A room assigned to two people. May have one or more beds.
 Triple: A room assigned to three people. May have two or more beds.
 Quad: A room assigned to four people. May have two or more beds.
 Queen: A room with a queen-sized bed. May be occupied by one or more people.
 King: A room with a king-sized bed. May be occupied by one or more people.
 Twin: A room with two beds. May be occupied by one or more people.
 Double-double: A room with two double (or perhaps queen) beds. May be
occupied by one or more people.
 Studio: A room with a studio bed – a couch that can be converted into a bed. May
also have an additional bed
Types of Suites can include:
 Master Suite: A parlour or living room connected to one or more bedrooms.

 Mini-Suite or Junior Suite: A single room with a bed and sitting area. Sometimes
the sleeping area is in a bedroom separate from the parlour or living room.
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Other types of rooms can include:

 Connecting rooms: Rooms with individual entrance doors from the outside
and a connecting door between. Guests can move between rooms without going
through the hallway.

Door linking one room to another

Figure A.
 Adjoining rooms: Rooms with a common wall, but no connecting door.

Access from the

hallway

Figure B. Adjoining Room

 Adjacent rooms: Rooms close to each other, perhaps across the hall.

Figure C. Adjacent
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These rooms can contain their own spaces that require servicing such as: bathroom,
bedroom, lounge/living area, kitchen/kitchenette, balcony area lobby or vestibule.
Types of Guest Requests:

There may be many times during a shift when the room attendant will have to
handle guest requests and the reasons can vary such as:
 Need for item sent to the room which may not be part of the amenities;
 Additional equipment in their room – because they have needs during their stay
that are not accommodated by the normal in-room items;
 Valet or laundry service – common among long stay guests;
 Additional bedding – where the existing bedding is unsuitable, uncomfortable or
insufficient;
 Extra tea, coffee, sugar and milk sachets – a common request where the guests
spend a lot of time in their room;
 Extra crockery or cutlery – where the room features a kitchen or kitchenette this
is also a common request especially where guests want to entertain in their
rooms;
 Vases – for flowers that have been delivered to them;
 Replacement items such as hair dryers, toasters, irons and electric jugs to
replace items that are not working.
 Extra bathroom guest supplies – another common request for longterm guests:
guests with long hair often ask for extra shampoo and conditioner
 Additional items in compendium – such as letterhead paper, envelopes,
postcards, pens, note paper
 Additional towels – to accommodate extra showers or baths taken by the guests:
where the property has a swimming pool this is a common request
 Extra hangers for clothes, extra pillows, extra blankets
 A power conversion board – to adapt their electrical equipment to the power
supply of the venue: common where the property caters to some international
guests
 Ice and ice buckets.

Other forms of guest request are commonly for servicing of room and repairs which
needs immediate attention.
Servicing of room
 Rectification cleaning - guests may request an improvement in the servicing of
room.
 They require housekeeping staff to provide remedial service to the room when
the original room service is deemed by the guest to be sub-standard
 Clean-up after an in-room party or entertainment
 A special room service where they have spilled something on the floor.
Repairs
 Repair or removal of broken equipment – such as controls for the TV, DVD player,
air conditioner, broken bedside lights, free-standing lamps
 Instructions to enable them to work equipment – such as the TV, in-room safe,
lights (especially where room cards are needed to activate the power to a room),
heating and cooling controls.

Handling guest requests promptly

Given the many tasks set for Room Attendants to do on a daily basis which
are usually the servicing of departing and staying guest rooms, the housekeeping
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staff must allow a reasonable time to respond to the guest requests as promptly as
they can and handle these requests from in-room guests in a polite and friendly
manner in accordance with all relevant house policies and procedures.
If the room attendant cannot attend to the guest immediately, they should at
least notify the guest and advise them of the assistance they will give as soon as they
become available. It is important for the room attendant to get accurate information
about the request to satisfy the guest, or pass on the request to the appropriate
department (or Floor Housekeeper) for action and follow up.
The guest should always be told of how their request is to be dealt with and
be kept informed about the progress of the request.

Accepting housekeeping requests from staff

As the department responsible for the cleanliness of a property, the Housekeeping
Department is often called upon to handle requests made by other departments.
Therefore all departments will have requests of housekeeping. Similar to dealing
with requests from guests, these requests must be handled in a professional and
timely manner.

Types of staff requests may be varied depending on each specific situation, however
there are some common staff requests including:
Cleaning
 Cleaning duties - of items such as furniture, carpets, equipment, windows,
floors and bench surfaces
 Cleaning of in-house facilities – including public areas, change rooms and
offices
 Emergency cleaning – unexpected cleaning requests
 Cleaning and servicing of staff changing rooms.
Staff Uniforms
 Order and supply of staff uniforms
 Providing laundry service – many properties operate their own on-premise
laundry whilst other venues will use the services of an outside commercial
laundry. Most staff uniforms will be cleaned through the housekeeping
department.
Provision of Supplies
 Cleaning products, rags & equipment
 Chemicals
 Clean linen for F&B departments
 Towels for gymnasiums.
Security
 Check rooms and floors for safety concerns
 Ensure guest room and emergency doors are shut
 Close storerooms
 Participate in emergency and evacuation procedures
Other tasks
 Move room service trays from rooms or corridor to appropriate store area
 Check mini bars for departing guests
 Check actual status of a room – whether a guest has actually left the room
or if it is occupied.
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ACTIVITY

Put yourselves in my shoes! Pretend that you are a hotel guest. Imagine
yourself visiting a hotel at this time of year where Covid 19 is still on-going. The
hotel assures you and your family that all areas of the hotel most specially the
guestroom are highly sanitized. What requests may you ask from the Housekeeping
Attendant to make your stay pleasant and covid-free? List down at least five things
that you would like the Room Attendants to give you to make you and your family
comfortable.

WRAP-UP

Essay.

1. Why is it important for you as student of Housekeeping Services to know about

the different kinds of rooms in a hotel.

2. In what way can you equip yourself further with the knowledge about the
different types of rooms other than the information provided here by the module?
Describe briefly the process that you will take to get more information.

VALUING

Direction. Underline the values or ideal traits of a Room Attendant from the following
passage.

Given the many tasks set for Room Attendants to do on a daily basis which
are usually the servicing of departing and staying guest rooms, the housekeeping
staff must allow a reasonable time to respond to the guest requests as promptly as
they can and handle these requests from in-room guests in a polite and friendly
manner in accordance with all relevant house policies and procedures.
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POSTTEST
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Directions. Match Column A with Column B. Write the letter before the number
that corresponds to your answer.

Column A Column B

1. Cleaning a. Move room service trays from rooms or corridor to

appropriate store area

2. Security b. Providing laundry service

3. Provision of c. Ensure guest room and emergency doors are shut

Supplies

4. Staff d. Cleaning of in-house facilities – including public

areas, change rooms and offices
Uniforms

5. Other Tasks e. Provision of clean linen for F&B departments

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KEY TO CORRECTION

References
Internet Sources:

https://www2.slideshare.net/wannurhidayati/clean-prepare-rooms-for-incoming-
guests. Retrieved Nov. 14, 2020

https://www.xotels.com/en/glossary/room-type/ . Retrieved Nov. 14, 2020.

https://setupmyhotel.com/train-my-hotel-staff/front-office-training/96-room-type-
definitions-in-hotels.html. Retrieved Nov. 14, 2020.

Photo Credits:
Figure A. https://www.new-
castle.net/en/accomodations/images/connecting/img_layout_connecting_l.jpg.
Retrieved Feb. 6, 2021
Figure B
https://www.sandsresort.co.uk/uploads/Rooms/floorplans/20180508145856.jpeg
. Retrieved Feb 6, 2021.
Figure C. https://bit.ly/3oWjHYS. Retrieved Feb 6, 2021.