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Housekeeping
NC II
Quarter 1 – Module 3:
Advise Guests on Room and
Housekeeping Equipment

Self-Directed Learning Material

Department of Education - Republic of the Philippines
TLE/TVL - Housekeeping NC II Grade 9-1 2
Self-directed Learning Materials
Quarter 1 – Module 3: Advise Guests on Room 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.

Published by the Department of Education

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

Development Team of the Module

Writer: Eleodenis T. Abata
Editors: Cosette C. Navales
Reviewers: Cosette C. Navales and Marcelo O. Roco, PhD
Illustrator: None
Layout Artist: None
Management Team: Reynaldo M. Guillena, CESO V
Emma A. Camporedondo, CESO VI
Basilio P. Mana-ay Jr., CESE
Alma C. Cifra, EdD
Aris B. Juanillo, PhD
Marcelo O. Roco, PhD

Printed in the Philippines by ________________________

Department of Education – Region XI, Davao City Division

Office Address : DepEd Davao City Division, E. Quirino Ave.,

Davao City, Davao del Sur, Philippines
Telefax : (082) 224 0100
E-mail Address : info@deped-davaocity.ph
 9/12

Housekeeping
NC II
Quarter 1 – Module 3:
Advise Guests on Room and
Housekeeping Equipment
Introductory Message
For the facilitator:

Welcome to the TLE/TVL Housekeeping NC II for Grade 9-12 Self-Directed Learning

Material (SDLM) on Advise 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.

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For the learner:

Welcome to the TLE/TVL Housekeeping NC II for Grade 9-12 Self-Directed Learning

Material (SDLM) on Advise Guests on Room and Housekeeping Equipment

In this module, you learn how to handle different problems in housekeeping. You
will get acquainted with different types of housekeeping problems as well as the use
of front office forms including proper handling of communication materials to
continuously provide service to the guest.

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.

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.

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 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:

• 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.
• Don’t forget to answer What I Know before moving on to the other activities
included in the module.
• Read the instruction carefully before doing each task.
• Observe honesty and integrity in doing the tasks and checking your
answers.
• Finish the task at hand before proceeding to the next.
• 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!

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 What I Need to Know

This module was designed and written with you in mind. It is here to help you
master the lesson on how to provide housekeeping services to guests. 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.

Understand concepts related to the lesson on Providing Housekeeping Services to

Guests.

LO 2 - Advise guest on room and housekeeping equipment

After going through this module, you are expected to:

1. describe and explain the use of different types of housekeeping and front
office forms;
2. practice proper handling of client’s queries through the telephone; fax
machine, e-mail, etc.

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 What I Know

Multiple choice.

Direction: Please read the questions carefully. Choose the letter that corresponds to
the best answer. Use a separate sheet of paper for your answer.

1. Room attendants should be knowledgeable in filling out the housekeeping forms.

Which of these statement support as the reason?
a. it is important to use for safety and security.
b. it is a requirement in the housekeeping department
c. it serves as information on the order details of the guest.
d. it is the official form used when a guest requested an item related to
housekeeping service.
2. It is used whenever there are problems reported by the guest to the
housekeeping department.
a. lost property report
b. stock requisition form
c. maintenance request form
d. guest room cleaning checklist
3. In handling guest queries for information about the hotel products and services,
employees are expected to be
a. polite
b. approachable
c. knowledgeable on the product or services
d. all of the above
4. Roldan received a call from a guest requesting a room attendant for a mop.
Which housekeeping form must be used?
a. work order details
b. lost and found report form
c. guest room cleaning checklist
d. housekeeping status report form
5. It is a device that is used to send documents electronically over a telephone
network.
a. laptop c. fax machine
b. cell phone d. telephone
6. A small portable computer that can run on battery power and has the main
parts combined into a single unit.
a. laptop c. fax machine
b. telephone d. cell phone

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7. These are slips use to document and keep track of records on the lost and
found items.
a. cleaning checklist c. daily assignment checklist
b. lost property report d. housekeeping work order form
8. It is a system of sending written messages electronically from one computer to
another.
a. email c. cell phone
b. facsimile d. computer
9. It is the most frequent queries of a guest before the final booking for room
reservation.
a. facilities c. safety and security
b. room rates d. products and services
10. It is the proper handling of client’s queries through telephone.
a. always offer a help c. greet the caller courteously
b. ask about his/her needs d. get his/her name and contact number.

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Lesson
Housekeeping Office Forms
1 and Handling Guest Queries
In this lesson, you will learn how personnel in the housekeeping industry business
provide advice to guests on room service. You will also learn the use of front office
forms and the proper handling of guest queries.

What’s In

Let’s review!
Arrange the proper procedure in bed making. Use a separate sheet of paper for
your answer. Write number 1 as the first step, 2 as the second step, 3 as third
step, 4 as the fourth step, 5 as the fifth step, and 6 as the last step in bed making.
A. Bed making

1. Step ___ put the comforter on the bed.

2. Step ___ place the fitted sheet on the mattress.
3 .Step ___ create professional square sheet corners.
4. Step ___ make sure the bedding is clean.
5. Step ___ place pillow/s in a pillowcase/s.
6. Step ___ place the flat sheet on the bed.

B. Turn down service

The following are the procedures in conducting turn down service. Arrange them
according to the proper sequence.
• Remove the pillow from the luggage rack and place it on the head of the bed.
• Spread the foot mat on the side of the bed.
• Make 90 angles with the second sheet.
• Enter the room, empty dustbin and ashtrays.
• Quilt and third sheet.
• Remove the bedcover, fold it and place it in the luggage rack drawer.

1. _______________________________________________________
2. _______________________________________________________
3. _______________________________________________________
4. _______________________________________________________
5. _______________________________________________________
6. _______________________________________________________

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 Notes to the Teacher
In this module, the learner may use a separate sheet of paper for
the answer.

What’s New

The proper handling of housekeeping equipment and handling different problems

related to housekeeping is also part of this module. This will help you give a better
understanding of housekeeper functions, duties and responsibilities.

Read and Learn

Pretend that you are a hotel staff how would

you handle the situations?
✓ An angry guest rings to complain that
there are not enough towels in the room
and the television is not functioning.
✓ You are on your way to a lunch break. A
guest stops you in the corridor and asks
you to ensure an ironing board to her
room and a functional television set later
that afternoon.
Source: VectorStock.com

Answer the following questions: Use a separate sheet of paper for your answer.

1. Why does the housekeeping supervisor must be notified regarding the problem
on the guest that cannot be handled by a housekeeping staff?

2. Why is it important to repeat the message request to the guest?

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Rubric for Scoring

Area Exceeds expectations Meet expectations Do not meet

expectations
Idea Very informative and Somewhat Gives no new
original in the informative and information and ideas
manner (5 points) organized in a are unclear (1 point)
consistent manner
(3 points)
Organization Strong and well Organized from the Lack of organization in
organized from beginning, middle all parts of the answer
beginning to end up to the end (1 point)
(5 points) (3 points)

What is It

Let’s Learn this!

Forms play an important role in managing housekeeping activities. It serves as a

form of evidence to a specific situation and any untoward happenings. Likewise,
reports are a useful method in tracking incidents or any track of valuable yet very
important information. The contents of this report can be considered as a basis in
decision making.

As a housekeeper, you should be knowledgeable in filling out housekeeping forms

that include:
• maintenance request form
• lost property report
• stock requisition form
• guest room cleaning checklist
• housekeeping work order form
• housekeeping daily assignment checklist

1. Maintenance request form – this form is used whenever there are problems
reported by the guest to the housekeeping department. Some common related
maintenance problems are faulty equipment, TV not working properly, electrical
issues, broken furniture, not enough bathroom supplies.

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 Maintenance Request Form
Date:
Room Time Nature of Lodge Received Time of Signatur
Number complaint complaint by by completion e
lodge

2. Lost property report – slip use to document and keep track of records on the lost
and found items.
Lost and Found Slip
Finder’s Name: Description of article
Location:
Time:
Name of the guest:
Address of guest:
Action Taken
Article Claimed in Person
Telephone number:
Name of the guest:
Signature of guest:
Date:
Article Mailed
Postal address
Dispatch no.
Dispatcher’s signature:
Date:
Article Surrendered to Finder
Name of the finder:
Employee ID no.
Gate pass no.
Employee’s signature
Date:

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3. Stock requisition form- a list where the items to be picked from inventory. It is
also used in the production processes or the provision of a service to a customer,
usually for a specific job.

4. Guest room cleaning checklist – is a form that is used by the housekeeping

supervisor. This is used to establish a set of procedures to ensure that there are no
defects or missing amenities for the guest. The housekeeping supervisor will use
this form to check daily, how the cleaning service was done and make sure to
attain the satisfaction of the guest

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 Source:https://www.google.com/search?q=front+office+forms&tbm=isch&ved=2ahUKEwi76
N31nqnsAhUQgpQKHZWfB3IQ2-cCegQIABAA&oq

5. Housekeeping work order form – is used when there is a request for work to be
done.
Work Order Details
Requested by:__________________________ Department:________________________
Contact Name: ________________________ Contact Extension: _________________

Custodial Department Requests

Work Needed Check all that apply:
shampoo sweep
mop dust
set up for event equipment discard
others
Date needed: ________________
Building: ___________________
Room No. ___________________

6. Housekeeping daily assignment checklist – is a form used by room attendants to

record the tasks that have been done during their shift. This form will help them
plan their work for the day. The room attendant will log in their time during entry
and log them out after each room is serviced. The housekeeping will receive this
form after their briefing in the morning and before they can start their daily tasks..

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Proper Handling of Client’s Queries.

If it is done right, the guests will surely keep on coming back.

If it is done wrong, the guest will surely go elsewhere.

The questions now are:

How will you handle or responds to guest’s queries?

How trained are the housekeeping staff to handle this job?

According to a business development expert, Dan Huckle he mentioned that most

inquiries are requests for information about products and services. He said that,
when people inquire, they expect you to be knowledgeable and at the same time
they also expect that you to be approachable. He further said, they will appreciate
it if they feel you have given them a personal service. If the inquiry is a complaint,
keep calm, because if you handle it properly that customer can become your
number one customer. He ended that some business relationships are one that
starts with problems.

Useful Tips in Answering a Call

The telephone plays a very important role in the hotel industry. This is used to
answer a call, guest’s request, booking inquiries, and any other purposes and
services. Therefore, an individual needs to know the basic techniques in answering
the call.

• Answer the phone within three rings.

• Say the name of the hotel, your name and do not forget to greet the caller or
guest.
• Make a habit to have a pen and paper in hand for documentation.
• listen very carefully to the details being said by the caller.
• Feel them with your most attention.
• Explain the reason if you want them to put on hold and wait for their
response.
• For the callback, do it the soonest possible time. Giving an approximate time
to call back is important.
• Repeat all the details.
• End the call politely.

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 What’s More

Test I: True or False. Write TRUE if the statement is correct, and FALSE if it is
incorrect. Use a separate sheet of paper for your answer.
1. The housekeeping department represents the largest workforce in the hotel.
2. To efficiently perform the job as a housekeeper, one is expected to know how to
use different housekeeping and front office forms.
3. In handling the telephone, it is alright not to greet the guest because it is only a
call.
4. Making reports are a very important method to keep track of important
information.
5. The housekeeping control desk is considered as the main communication
center in the housekeeping department.
6. The front office and housekeeping departments are working together especially
in access to room service.
7. It is alright not to take note of the details of a guest request.
8. Handling all guest requests is a simple task. It might lead to a bigger problem if
you fail to follow all the procedures.
9. Forms and reports play a very important role when there is only a guest
request.
10. A guest room cleaning checklist is only used when there are requests for work
or order to be done.

Test II - The pictures below are the different types of housekeeping communication
equipment and housekeeping forms used by the room attendant in handling guest
queries. Identify them and write your answer on a separate sheet of paper.

1. _______________

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2.________________

3._________________

4. ________________

5. ________________

6. ________________

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 7. ________________

8. __________________

9. __________________

10. _________________

Source: Housekeeping Format Records and Register

https://www.google.com/search?q=housekeeping+formats+records+and+reg
isters&tbm=isch&ved=2ahUKEwiw8vaqtqnsAhVFdpQKHcCNC1YQ2
cCegQIABAA&oq=housekeping

17
 What I Have Learned

In summary, this module enables us to explain guest rooms and housekeeping

equipment. Specifically, it entails that a hotel employee or staff must remember:

• handle properly, politely on guest queries.

• knowledgeable with different forms of use in housekeeping services.
• attain positively respect guest opinion especially in handling their
complaints and provide a solution to resolve it.
• guest expectations will be addressed to ensure continued patronage.
• follow all the procedures in handling the guest request.
• refer to the right person in authority if the problem is beyond control.
• actively listened and practice the acronym LAST which means Listen,
Apologize, Solve and Thanks to ensure the guest is less likely to be
frustrated before leaving.
• always make a habit of bringing a piece of paper and pen for noting details
on guest requests and must be repeatedly mentioned to guests for
confirmation.
• important tips in answering telephone calls.
• recognize different housekeeping related common problems in handling
guest queries.
• get acquainted with different housekeeping forms.

What I Can Do

Let’s Do this!
Let us apply the learned skills to real-life situations.

Home Activity. Carefully read the details needed in the forms below. Kindly
assume all the situations are present at home. Copy and fill out the forms on a
clean sheet of paper

1. Lost property report –

Lost and Found Slip
Finder’s Name: Description of article
Location:
Time:
Name of the guest:
Address of guest:

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 Action Taken
Article Claimed in Person
Telephone number:
Name of the guest:
Signature of guest:
Date:
Article Mailed
Postal address
Dispatch no.
Dispatcher’s signature:
Date:
Article Surrendered to Finder
Name of the finder:
Employee ID no.
Gate pass no.
Employee’s signature
Date:

2. Housekeeping work order form

Work Order Details
Requested by:__________________________ Department:________________________
Contact Name: ________________________ Contact Extension: _________________

Custodial Department Requests

Work Needed Check all that apply:
shampoo sweep
mop dust
set up for event equipment discard
others
Date needed: ________________
Building: ___________________
Room No. ___________________

3. Maintenance request form – this form is used whenever there are problems
reported by the guest to the housekeeping department. Some common related
maintenance problems are faulty equipment, TV not working properly, electrical
issues, broken furniture, not enough bathroom supplies,
Maintenance Request Form
Date:
Room Time Nature of Lodge Received Time of Signature
Number complaint complaint by by completion
lodge

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Rubric to be used for the scoring of your answers.

Criteria Exceeds Meet expectations Do not meet

expectations expectations
Idea Very informative Somewhat Gives no new
and original in a informative and information and
manner the details organized consistently ideas are unclear
is complete and the details are with incomplete
(5 points) somewhat incomplete details.
(3 points) (1 point)
Organization Strong and well Organized from the Lack of organization
organized from beginning, middle up in all parts of the
beginning to end to the end answer.
(5 points) (3 points) (1 point)

Assessment

Multiple choice.
Direction: Please read the questions carefully. Choose the letter that corresponds to
the best answer. Use a separate sheet of paper.

1. Lina is a Room Attendant or (RA) of a five-star hotel in Davao. While on duty she
receives a call from the guest asking for extra pillows for their room. What would
the first thing that Lina should do?
a. bring the requested tool
b. wait for the housekeeping manager
c. call back and said, no available supplies
d. fill in the housekeeping form and issue the item to the guest

2. Rico receives a complaint from the guest on the loss of a key. What will Rico do
to address the problem?
a. lost property report
b. stock requisition form
c. maintenance request form
d. guest room cleaning checklist

3. Kevin is a manager of the housekeeping department. He usually encountered

calls from the valued guest about the products and services of the hotel. Which of
the following statements that housekeeping personnel should possess?
a. polite
b. approachable
c. knowledgeable on the product or services
d. all of the above

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4. Rhiza is a guest of Apo View hotel. She calls via telephone requesting a room
attendant to fix the faucet in her room. Which housekeeping form that the room
attendant should use?
a. work order details
b. lost and found report form
c. guest room cleaning checklist
d. housekeeping status report form

5. Marilyn worked as a front desk clerk in an average hotel. She usually

coordinates with the housekeeping personnel in times of guest queries on room
services. In doing so, she needs to send documents for accurate reference. What
device she will use for this purpose?
a. laptop c. fax machine
b. cell phone d. telephone

6. Carl is assigned as a doorman in the hotel. He usually stays at the hotel’s

lobby to readily open the door for the coming of the guests. Which of these
statements described his function?
a. always offer a help c. greet the caller courteously
b. ask about his/her needs d. get his/her name and contact number.

7. Which of the following that best describes guest queries to the hotel?
a. facilities c. safety and security
b. room rates d. products and services
8. A computer that is small enough to be carried around easily and is designed for
use outside an office.
a. laptop c. fax machine
b. telephone d. cell phone
9. A housekeeping form use to keep track of the records on the lost and found
items.
a. cleaning checklist c. daily assignment checklist
b. lost property report d. housekeeping work order form

10. A hotel manager wants to have an updated status on the housekeeping report
and accomplishment of the housekeeping department. What is an appropriate tool
for communication to use in sending an accomplishment report?
a. email c. cell phone
b. facsimile d. computer

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 Additional Activities

Think Critically Let’s try this!

Direction: Read the questions carefully and write your answer on a separate
a sheet of paper.

1. Why is the proper handling of guest request important?

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

2. Why are forms and reports in managing the housekeeping department in the
hotel important?
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

Scoring Rubric

Criteria Exceeds expectations Meet expectations Do not meet

expectations
Idea Very informative and Somewhat Gives no new
original in a manner informative and information and the
(5 points) organized in a ideas are unclear
consistent manner (1 point)
(3 points)
Organization Strong and well Organized from the Lack of organization in
organized from beginning, middle all parts of the answer
beginning to end up to the end (1 point)
(5 points) (3 points)

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References

Andrews, Ssudhir. “Hotel Housekeeping Training Manual.” New, Delhi: Tala

McGraw-Hill Publishing Co.Ltd.

Martin, Robert J. “Professional Management of Housekeeping Operations.

New York:John Wiley & Sons.

Tutorialspoint.https://www.tutorialspoint.com/hotel_housekeeping/hotel_house-
Keeping_staff_duties.htm

Urbiztondo, Laarni (2016)” Housekeeping.” Philippine Copyright 2016 by Rex

Bookstore, Inc. Sampaloc, Manila

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