Senior High School

Technical-Vocational
Livelihood
Home Economics
Housekeeping
Quarter 1-Module 4:
Access Rooms for Servicing
Technical-Vocational Livelihood
Alternative Delivery Mode
Quarter 1-Module 4: Access Rooms for Servicing
First Edition, 2020

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Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

DEVELOPMENT TEAM OF THE MODULE

Writer : Melody D. Mantos

Editor : Jose Garry R. Napoles
Reviewers : Analorgie D. Destacamento
: Chito R. Villacampa
: Amor G. Banares
Illustrator : Maribell J. Fuentes Layout
Artist : Maribell J. Fuentes Management
Team:
Schools Division Superintendent : Marilyn S. Andales
Assistant Schools Div. Superintendent : Leah B. Apao
: Ester B. Futalan
: Cartesa M. Perico
Chief Education Supervisor, CID : Mary Ann P. Flores
Education Program Supervisor : Isaiash T. Wagas
Education Program Supervisor, TLE : Jose Garry R. Napoles

Department of Education – Regional Office 7

DepEd-Division of Cebu Province
Office Address: Sudlon, Lahug, Cebu City
Telefax: (032)255-6405, (032)255-4401
E-mail Address: cebu.province@deped.gov.ph
 Senior High School

Technical-Vocational
Livelihood
Home Economics
Housekeeping
Quarter 1-Module 4:
Access Rooms for Servicing
Key Message
For Educators:

Learning is a constant process. Amidst inevitable circumstances, Department of Education

extends their resources and looks for varied ways to cater your needs and to adapt to the new
system of Education as a fortress of Learning Continuity Plan. One of the probable solutions is
the use of Teacher-made Educational Modules in teaching.

You are reading the Housekeeping – Grade 11: First Quarter Alternative Delivery Mode (ADM)
Module in the Access Rooms for Servicing as written and found in the K-12 Curriculum Guide
for Housekeeping.

The creation of this module is a combined effort of competent educators from different levels and
various schools of Department of Education-Cebu Province. In addition, this module is
meticulously planned, organized, checked and verified by knowledgeable educators to assist you
in imparting the lessons to the learners while considering the physical, social and economical
restraints in teaching process.

The use of Teacher-made Educational Module aims to surpass the challenges of teaching in a
new normal education set-up. Through this module, the students are given independent learning
activities, which embodies in the Most Essential Learning Competencies based from the K-12
Curriculum Competencies, to work on in accordance to their capability, efficiency and time. Thus,
helping the learners acquire the prerequisite 21 st Century skills needed with emphasis on utmost
effort in considering the whole well being of the learners.

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 part of the module gives you helpful tips,
suggestions or strategies that will make the learning
process easy and effective to the learners.

As the main source of learning, it is your top priority to explain clearly on how to use this
module to the learners. While using this module, learner’s progress and development should be
recorded verbatim to assess their strengths and weaknesses while doing the activities
presented independently in safety of their homes. Moreover, you are anticipated to persuade
learners to comply and to finish the modules on or before the scheduled time.

For the Learners:

As a significant stakeholder of learning, Department of Education researched and explored on
innovative ways to address your needs with high consideration on social, economic, physical and
emotional aspects of your well being. To continue the learning process, DepEd comes up with an
Alternative Delivery mode of teaching using Teacher-Made Educational Modules.
 You are reading the Housekeeping – Grade 11: First Quarter Alternative Delivery Mode
(ADM) Module to in Access Rooms for Servicing as written and found in the K-12 Curriculum
Guide for Housekeeping.

This module is especially crafted for you to grasp the opportunity to continue learning even
at home. Using guided and independent learning activities, rest assured that you will be able to
take pleasure as well as to deeply understand the contents of the lesson presented; recognizing
your own capacity and capability in acquiring knowledge.

This module has the following parts and corresponding icons:

The first part of the module will keep you on tract on

the Competencies, Objectives and Skills expected
WHAT I NEED TO KNOW for you to be developed and mastered.

This part aims to check your prior knowledge on the

WHAT I KNOW
lesson to take.

This part helps you link the previous lesson to the

WHAT’S IN current one through a short exercise/drill.
The lesson to be partaken is introduced in this part of
the module creatively. It may be through a story, a
WHAT’S NEW song, a poem, a problem opener, an activity, a
situation or the like.

A brief discussion of the lesson can be read in this

part. It guides and helps you unlock the lesson
WHAT IS IT presented.

A comprehensive activitiy/es for independent practice

WHAT’S MORE is in this part to solidify your knowledge and skills of
the given topic.
This part of the module is used to process your
learning and understanding on the given topic.
WHAT I HAVE LEARNED

A transfer of newly acquired knowledge and skills to a

real life situation is present in this part of the module.
WHAT I CAN DO
 This activity assesses your level of mastery towards
ASSESSMENT the topic.

In this section, enhancement activities will be given

ADDITIONAL ACTIVITIES for you to further grasp the lessons.

This contains answers to all activities in the module.

ANSWER KEYS

At the end of this module you will also find:

References Printed in this part is a list of all reliable and valid resources
used in crafting and designing this module.

In using this module, keep note of the fundamental reminders below.

1. The module is government owned. Handle it with care. Unnecessary marks are
prohibited. Use a separate sheet of paper in answering all the given exercises.
2. This module is organized according to the level of understanding. Skipping one
part of this module may lead you to confusion and misinterpretation.
3. The instructions are carefully laden for you to understand the given lessons.
Read each items cautiously.
4. This is a Home-Based class, your reliability and honour in doing the tasks and
checking your answers are a must.
5. This module helps you attain and learn lessons at home. Make sure to clearly
comprehend the first activity before proceeding to the next one.
6. This module should be returned in good condition to your teacher/facilitator
once you completed it.
7. Answers should be written on a separate sheet of paper or notebook especially
prepared for Housekeeping subject.
If you wish to talk to your teacher/educator, do not hesitate to keep in touch with him/her
for further discussion. Know that even if this is a home-based class, your teacher is only a call
away. Good communication between the teacher and the student is our priority to flourish your
understanding on the given lessons.

We do hope that in using this material, you will gain ample knowledge and skills for you
to be fully equipped and ready to answer the demands of the globally competitive world. We
are confident in you! Keep soaring high!
 WHAT I NEED TO KNOW

Good day dear learner!

This module is solely prepared for you to access and to acquire lessons befitted in your
grade level. The exercises and assessments are carefully made to suit your level of
understanding. Indeed, this learning resource is for you to fully comprehend about the use of Hotel
Tools, Materials, Equipment and Other Amenities. Independently, you are going to go through this
module following its proper sequence.

Although you are going to do it alone, this is a guided lesson and instructions/directions
on how to do every activity is plotted for your convenience.

Using this learning resource, you are ought to know the Important Terminologies and
Forms Used in Housekeeping and Guests’ Safety and Security as inculcated in the K-12
Curriculum Guide for Housekeeping.

Using separate modules, this competency is divided into two lessons, as follows:

Lesson 1: Terminologies used in housekeeping such as room status and

housekeeping forms

Lesson 2: Guests’ safety and security in hotel establishment

At the end of this module, you are expected to achieve the following objectives for this
session:

Identify important terminologies used in housekeeping - room status and

housekeeping forms
Explain the importance of Guests’ safety and security
Show eagerness and enthusiasm by doing assigned task

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 WHAT I KNOW
Good day! You are about to discover the world of terminologies used in
housekeeping. Let’s check first how you have known by identifying the words inside the
box if it is a term used in housekeeping or not. Write down your answer on the columns
provided below.

Stay-over Trimurte On-Change

Worldview Sleep-out Due out
Skipper Pandemic Moses
Torah Pre-register Occupied
Complimentary Enpapillote Lock-out

Terminologies Used in Housekeeping Terminologies Not Used in Housekeeping

WHAT’S IN
Hurray! What a good start. Now we will test how familiar are you with the different
terminologies used in housekeeping especially in room status. Give the meaning of the
following acronym.

1. OCC - __________________________
2. OC - __________________________
3. DND - __________________________
4. VD - __________________________
5. OOO - __________________________
6. C/O - __________________________
7. OOS - __________________________
8. ED - __________________________
9. DNCO - __________________________
10. VC - __________________________

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 You are doing good! Let us try this Word Search. Using the grid below, search the
types of emergency situations encountered in hotels. You may loop the word horizontally,
vertically or diagonally.

WHAT’S NEW
Let’s explore further! Fill-in the missing letters below. There are clues given for
each number. Write down your answer according to its description.

1. S K _ P P _ R - The guest has left the hotel without making an

arrangements to settle his or her account

2. D U _ O _ T - The room is expected to become vacant after the

guest checks out.

3. O _ - C H A _ G E - The guest has departed, but the room has not yet
been cleaned and not ready for new occupants.

4. _ T _ Y - O _ E R - The guest is not expected to check out today and will

remain at least one more night.

5. S _ E E P - O _ T - A guest is registered to the room, but the bed has not

been used.

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 You are still on track! Below is a situation experienced by a housekeeper. Read
and analyze the scenario, then, answer the questions that follow.

Guest death is an inevitable aspect of the hospitality industry. It comes to all

of us, and unfortunately for hotel staff, guests are no exception.
Abegail Sta. Maria, had been a Room Attendant at Saltera Hotel for over 5
years now. One Sunday afternoon, during her scheduled room service at room 412,
she found the guest dead, laying on the bed with a gun on his right hand and a suicide
note on the side table. What do you think should Abegail do? How should she deal
such situation?

______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

WHAT IS IT
Good job! Let us study and get to know more about terminologies used in housekeeping
particularly the important terminologies for room status.

Terminologies Used in Housekeeping

Room status terminologies are used by both housekeeping department and front office
desk in communicating with each other regarding room occupancy. It is very important that these
two departments continuously communicate each other, not only to maximize sales and revenue
but to avoid problems like room status discrepancy – a situation wherein the housekeeping
department’s description of a room status is different from the room status information being used
by the front desk to assign guest room. This situation will create problems if not resolved. This is
why close coordination between these two departments are extremely important.
Executive housekeeper needed on any particular day and to schedule them accordingly.
Out of Order (OOO) rooms, Vacant (VC) rooms, and sleep outs are examples of important room
status terminologies that would mean there is no need for the housekeeper’s service to clean
these rooms.

Important Terminologies for Room Status

• Pre-register. A guest has booked a room earlier for early morning arrival.
• Occupied (OCC). A guest is currently occupying the room.
• Occupied Clean (OC). There is a guest occupying the room and it has already been
cleaned by the room attendant.
• Occupied Dirty (OD). There is a guest occupying the room and it has not been cleaned
by the room attendant yet.
• Extra Bed (XB). There is an extra bed being used in the guest room.

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• Light Baggage (LB). The guest occupying the room does not have a large baggage.
• No Baggage (NB). The guest occupying the room does not have a baggage.
• No Need Service (NNS). A guest requested a “no service” for the room.
• Stay-over. The guest is not expected to check out today and will remain at least one
more night.
• On-change. The guest has departed, but the room has not yet been cleaned and not
ready for new occupants.
• Do Not Disturb (DND). The guest has requested not to be disturbed.
• Cleaning in Progress. Room attendant is currently cleaning the room.
• Sleep-out. A guest is registered to the room, but the bed has not been used.
• Skipper. The guest has left the hotel without making arrangements to settle his/her
account.
• Vacant and Ready or Vacant and Clean (VC). The room has been cleaned and
inspected and is ready for the arriving guest.
• Vacant Dirty (VD). The room is vacant but has not yet been cleaned.
• Out of Order (OOO). Rooms kept under out of service are not sellable and these rooms
are deducted from the hotels inventory. A room may be out of order for a variety of
reason, including the need for maintenance, refurbishing, and extensive cleaning, etc.
• Out of Service (OOS). Rooms kept under out of service are not deducted from the hotel
inventory. This is temporary blocking and reasons may be a malfunctioning bulb fuse, TV
remote not working, kettle not functioning properly, etc. These rooms are assigned to the
guest once this small maintenance issues are fixed.
• Lock-out. The occupied room has been locked which disallows the guest to re-enter
until he/she comes into contact with hotel staff to clarify his/her status.
• Did Not Check Out (DNCO). The guest made arrangements to settle his/her bills (and
thus not a skipper), but has left without informing the front desk.
• Due Out. The room is expected to become vacant after the guest checks out.
• Check Out (C/O). The guest has settled his/her account, returned the room keys, and
left the hotel.
• Late Check Out. The guest has requested and is being allowed to check out later than
the normal or standard departure time of the hotel.
• Expected Departure (ED). It is the same as “due out” which means the guest would
depart prior to the check out time of the following day.
• Inspected Clean (I). The room is double checked by the floor supervisor after the
cleaning of room attendant.
• Complimentary. The room is occupied for free.

Housekeeping Forms and report plays an important role in managing the housekeeping
activities as evidence in a specific incident, situation and happening. Reports are very used
method for keeping track of important information .

Housekeeper should be knowledgeable in filling out housekeeping forms which includes:

• Housekeeping daily assignment checklist
• Maintenance request form
• Housekeeping work order form
• Guest room cleaning checklist
• Stock requisition form
• Lost property

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1. Housekeeping Attendant Daily Assignment Sheet - is a form used by housekeepers to
Identify the different types of housekeeping and front office forms room attendant to record
the task done during their shift.

2. Maintenance Request Form - is used whenever there are problems reported by the guest to
the housekeeping department.

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3. Housekeeping Work Order Form – is used when there are requests for work to be done

4. Guest Room Cleaning Checklist - is used by the housekeeping supervisor to check on daily
basis how the cleaning service for every guest room was done.

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5. Lost and Found Slip - is an important document to keep track of records for lost and found
items.

6. Housekeeping Status Report - is prepared by housekeeping department and handed down

to the front desk to give them an update as to the status of each hotel room.

Guest Safety and Security

The security of the people encompasses security of hotel staff and the most important security of
the guests. Out of these, the security of guests is of prime importance as it can affect the business
and operations of the hotel.
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  For the security of the guests, there should be efficient guests room security, wide angle
door viewer, night torches, chain on doors etc. Even the hotel staff should be briefed not
to reveal any confidential or any sort of information of the in-house guests to the outsiders.

Types of Emergency Situations Encountered in Hotels

During the operations and functioning of the hotel, there can be any emergency situation which
can come across. The hotel staff should be well trained to find an optimum, quick and proactive
solution to these emergencies. The various types of emergency situations encountered in hotels
are as under:

Bomb Threat Emergency Situation

In case of any call received regarding the bomb threat, the hotel
should tie up with the local police authority and follow their
instructions. The person who receives the call should take
complete details of the situation and should even try to note
down the voice and accent of the person calling regarding a
bomb threat.

Fire Threat Emergency Situation

Fire is the most common emergency situation which could
break in the hotel at any point of time. The most probable
reason of fire break in the hotels can be kitchen or faulty
wirings in the hotel. The concerned staff should be
immediately informed and fire brigade should be informed
immediately. Do not panic.

Death of an In-House Guest in the Hotel

Whenever information comes regarding death of
an in-house guest the Front Office Manager
should be reported directly who informs the
General Manager and the Security Manager.
Later on the police authority is even told and the
hotel doctor is summoned to confirm the death of
the guest. The residential address of the guests
is also identified and the relatives are informed.
Once the doctor has confirmed the death and the
police has given the permission the dead body is
removed by the help of a stretcher.

Accident Emergency Situation

The hotels should ensure that handrails, non slip surface

should be used while framing the architecture plan for the
hotels.

*Disclaimer: The pictures above are used to put emphasis and to show concrete examples for
deeper understanding of the lesson. Department of Education Cebu Province does not claim or
own the presented pictures. Links for the sources are found in the reference part of the module

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 Theft Emergency Situation
Front desk is having cash with them so there is also
possibility of theft. Also there are belongings of in house
guest. To discourage theft, front office should inform the
guest to deposit their valuables in the safety deposit
locker.

Illness and Epidemic Emergency Situation

There should always be a Doctor on call available

for the hotel so that in case if any guest suffers from
any kind of problem he /she can be given the
concern treatment as soon as possible.

Handling Drunken Guest

A drunken guest may disturb other guest. In order to avoid
this the drunken guest should be escorted to an isolated
area like back office. Hotel staff should calmly handle the
situation.

*Disclaimer: The pictures above are used to put emphasis and to show concrete examples for deeper understanding of the lesson.
Department of Education Cebu Province does not claim or own the presented pictures. Links for the sources are found in the reference part
of the module

Security Measures Adopted By the Hotels

In order to make the guests stay a pleasant and memorable experience, the hotels adopt certain
security measures like:

Key Card Locks

There should be an efficient key card locking system (Electronic Locking System) so that
guest room access can be supervised.

Defibrillation Units
Defibrillation units should be deployed among police and all the emergency
communication managers in the hotel to sought out any incident of heart attacks etc. in
the hotel.

Security Cameras / Cctv Cameras

There should be adequate provisions of security cameras / CCTV cameras with digital
technology and intelligent access central system in the hotel to check the external and
internal premises of the hotel.

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 Fire Alarms
To deal with the emergency of fire, hotels should install smoke detectors and fire alarms
in each guest room and corridors to monitor entire complex round the clock. The hotel
staff should be well trained with the firefighting equipment and should be told practically
on how to use them.

Emergency Power
The hotels should have adequate provision of emergency power in case of electrical
outage to provide uninterrupted guest services in the hotel.

Emergency Manual
Hotels should have an emergency manual detailing all the operations and working in any
event of various sorts of emergencies in the hotel.

Employee Photo Id
For added extra security of the guests in the hotels, all the employees should be provided
with a photo ID which they should wear always during their work shift so that they can be
easily identified by the guests.

In Room Safes
In room safes should be allocated in each guest room for the guests which can be easily
operated using a secret password to keep and secure their valuables. Even the front desk
of the hotels should have a safe deposit vault in which the guests can secure their
valuables.

WHAT’S MORE
Let’s get this on! Here’s a sample script of a receptionist taking the guests’ reservation.
Pick out the room status terminologies mentioned and describe each.

“I would just like to repeat the details of your reservation Mr. Smith. You will be
arriving on the 28th of August via Philippine Airlines flight number 101. You will be
staying for 1 night in the Executive De Luxe room with the rate of Php 15,000.00
exclusive of service charge and applicable taxes. Our standard check-in time is at
2:00 PM and check-out time is at 12 noon. Your confirmation number is 9344562.
Mr. Smith, if there is any amendment or cancellation, kindly inform us 24 hours
prior to your arrival. Thank you for patronizing West Side Hotel. This is Leah of
Reservation Section. ”
________________________________________________________________
________________________________________________________________
________________________________________________________________

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 Test II. Modified True or False. Write TRUE if the statement is valid and FALSE if otherwise.
If the statement is FALSE, underline the word(s) that make it wrong.
1. To deal with the emergency of fire, hotels should install smoke detectors and fire alarms in
each guest room and corridors to monitor entire complex round the clock.
2. No accident can take place in the hotels at any point of time due to faulty stairs, ramps,
balconies and even due to the parking places.
3. Every hotel needs defibrillation units that should be deployed among police and all the
emergency communication managers in the hotel to sought out any incident of heart
attacks etc. in the hotel.
4. Drunken guest should be escorted to a crowded area so that the hotel staff can calmly
handle the situation.
5. Room safes should be allocated in each guest room for the guests which can be easily
operated using a secret password to keep and secure their valuables.

WHAT I HAVE LEARNED

Let us check your thoughts on these! Read the questions carefully and express your
thoughts about it.

1. Why is there a need for a housekeeper to be knowledgeable with the different

housekeeping forms?
______________________________________________________________
2. How can hotels ensure the safety and security of their guests?
______________________________________________________________
3. How should a housekeeper deal with emergency situations encountered in hotels?
______________________________________________________________
4. How important is the knowledge on housekeeping terminologies for housekeepers job?
______________________________________________________________
5. Why is it necessary for housekeepers to know the emergency manual of their hotel?
______________________________________________________________

WHAT I CAN DO
This is it! As part of TESDA assessment for Housekeeping NC II, specifically on written
examination, candidates will be given a sample Housekeeping Form and are made to answer.

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Complete the Guest Room Checklist with the data provided below. Place a check on the items
found.

It was January 14, 2019, a hardworking housekeeper was assigned at room 402. Upon
entering the guest room, Abegail was so happy to open the door that worked easily and
properly. First, she turned on the light switch and noticed that it did not work properly. She
also turned on the lamp and the wall lights, but both are flickering. Second, she took the
remote control and turned on the air conditioner. It was working properly. She could feel the
cool air swept through her skin. She saw the luggage racks in good condition and the walls
are clean and free of cobwebs. She was about to strip out the linens when she saw stains
on the bedspread and the bed frame was scratched. She tried to check the telephone and it
was working well. Lastly, she took the messy ashtray and recorded them all.

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 ASSESSMENT
Test I. Direction: I know you can do this! If you are a housekeeper and you are assigned to monitor
certain inventories and checklists, which of the following housekeeping forms are you going to
use? Encircle the letter of your correct answer.
1. You want to make checklist when there are requests for work to be done.
a. Housekeeping Attendance Daily assignment sheet
b. Housekeeping Work Order Form
c. Housekeeping status report
d. Lost and Found Slip
2. You need this important document to keep track of records for lost and found items.
a. Housekeeping Work Order Form
b. Housekeeping status report
c. Lost and Found Slip
d. Housekeeping Attendance Daily assignment sheet

3. The housekeeper will use this form to identify the different types of housekeeping and front
office forms to record the task done during their shift.
a. Housekeeping Attendance Daily assignment sheet
b. Guest Room Cleaning Checklist
c. Maintenance Request Form
d. Housekeeping Work Order Form
4. You like to record problems reported by the guest to the housekeeping department.
a. Housekeeping Work Order Form
b. Lost and Found Slip
c. Guest Room Cleaning Checklist
d. Maintenance Request Form
5. Your housekeeping supervisor needs these to check on daily basis, how the cleaning service
for every guest room was done.
a. Guest Room Cleaning Checklist
b. Housekeeping status report
c. Lost and Found Slip
d. Housekeeping Attendance Daily assignment sheet

Test II. ANALOGY. Analyze the terminologies with their corresponding codes. Fill in the blanks
with the correct word.
1. OCC : Occupied , _______ : Occupied Clean
2. Light Baggage : LB , No Baggage : _______
3. _______ : No Need Service , DND : Do Not Disturb
4. VD : _______ , VC : Vacant Clean
5. Out of Order: _______ , Out of Service : OOS

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 ADDITIONAL ACTIVITIES

Suppose you are a hotel owner, how can you best ensure the
health safety and security of your guests knowing that we are facing a
pandemic situation right now due to COVID outbreak?

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ANSWER KEYS

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REFERENCES

Printed Materials:
Curriculum Guide/ Most Essential Learning Competencies (MELCS)
Roldan, Amelia Samson 2016.Hosekeeping Management. National bookstore
Urbiztondo, Laarni. 2016.Housekeeping. Rex Bookstore.

Online Sources

Guest Safety and Security

http://granthaalayah.com/Articles/Vol6Iss1/11_IJRG18_A01_1039.pdf
https://www.bngkolkata.com/safety-security/
https://www.hospitalitynet.org/opinion/4094684.html
https://www.researchgate.net/publication/332274642_Safety_and_Security_Systems_in_the_Ho
spitality_Industry

Housekeeping Forms
http://www.bio.iitb.ac.in/useful-info/forms/housekeeping-forms
http://www.hkhk.edu.ee/eope/hospitality/documentation.html
https://setupmyhotel.com/formats/house-keeping.html
https://www.google.com/search?source=univ&tbm=isch&q=housekeeping+assignment+report+t
emplate&sa=X&ved=2ahUKEwjhnvbd1NLrAhWtzIsBHX_WBSkQsAR6BAgKEAE&biw=1163&bi
h=598

Housekeeping Terminologies
https://www.google.com/search?q=housekeeping+terminologies+for+room+status&oq=houseke
epin&aqs=chrome.0.69i59l3j0j69i59j69i60.3475j0j7&sourceid=chrome&ie=UTF-8
https://setupmyhotel.com/train-my-hotel-staff/front-office-training/95-room-status-terminology-in-
hotels.html
https://setupmyhotel.com/train-my-hotel-staff/hk/758-room-status-codes-housekeeping.html
http://chafra.bilkent.edu.tr/RDM/Room%20Status.htm

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For inquiries or feedback, please write or call:

Department of Education: DepEd-Cebu Province

Office Address: Sudlon, Cebu City, 6000 Cebu
Telefax: (032) 2556405, (032)255-4401
Email Address: cebu.province@deped.gov.ph

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