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BASEDLEARNING MATERIAL
UNIT OF COMPETENCY: Provide Housekeeping Services to Guest
INTRODUCTION:
This module covers the knowledge, skills and attitude in
providing general housekeeping services to guest
LEARNING OUTCOMES
ASSESSMENT CRITERIA:
1. Guest arrival list and guest history are reviewed based on guest folio.
2. Guest is greeted and acknowledged by use of name whenever possible.
3. Upselling and selling techniques are prepared c
4. Guests are courteously advised on correct usage of equipment
5. Malfunctions are promptly reported in accordance with Standard Operating
Procedures, and where possible, alternative arrangements are made to meet
guest needs.
6. A collection time for requested equipment is agreed upon where appropriate.
7. Coordination with other department is done in accordance with hotel’s
organizational structure and its function.
8. Guest requests are noted and coordinated with other department concerned
CONTENT:
1. Hotel codes and regulations
2. Interpersonal skills: Communication and listening Skills
3. Upselling and selling techniques
4. Basic operational skills on facilities and equipment
5. Personal hygiene
6. Hotel organization structure: departments and its functions “Rank and File”
7. Preparing requisitions for maintenance services
CONDITION:
Learning Objective: After reading the Information Sheet, you must be able
to enumerate the Hotel codes and regulations
Introduction: Guests have a certain expectation when sending their clothes for
laundry, that it will be done efficiently and competently. Also, you need to
ensure that the guest’s laundry is delivered back to them according to their
expectations with no damage or loss will occur. referred to as the finishing
process and that’s involve.
Record. Make sure that the correct number of pieces on guest laundry
list is ready to be returned. Follow complete records and billing
information in accordance with enterprise procedures.
Storage. In some cases where hotels have regular guests, laundry and
dry cleaning may have to be stored until the guest’s next visit. This must
be secured and a note made on the guest account so that the cleaned
laundry may be placed into the room before his next arrival. The
accounts department will also need to be notified so that the late charge
is handled appropriately.
Delivery. All items need to be delivered to the relevant area. Deliver the
guest’s laundry at the correct times according to your instructions and in
an efficient and friendly manner.
SELF-CHECK #5.4-1
Part-I
a) Checking of stain
b) Checking repairs
c) Package
d) Record
a) Package
b) Checking repairs
c) Record
d) Checking of stain
a) Checking repairs
b) Checking of stain
c) Package
d) Record
4. It is the correct number of pieces on guest laundry list and ready to be
returned.
a) Package
b) Record
c) Pressing
d) Storage
5. This must be secured and a note made on the guest account so that the
cleaned laundry may be placed into the room before his next arrival.
a) Package
b) Record
c) Storage
d) Pressing
Essay:
1. What is the main reason why do you need to packed laundry clothes?
2. Why do you need to cover the processed laundry items with plastics?
4. Where will you put all the processed/finished laundry for delivery?
5. Why do you need to store securely the undelivered item in a clean, neat and
tidy area?
ANSWER KEY NO.
Part-I
Multiple choice:
1. C
2. D
3. A
4. B
5. C
Part-II
Essay:
Assessment Method:
DEMONSTRATION
Comments/Suggestions:
Orderliness of every thing for faster and easy future use .in
addition to hanging like item together, within the section you
can also group clothing by color or by function depending on
what work best for the guest, keep all the dressy tops together,
the casual tops together and so forth. if the guest prefer, sort
your black tops your red tops, your white tops and your light-
colored tops, then do the same to your bottom.
TASK SHEET # 5.4-2
Supplies/Materials:
Several clothes, scarves, hand bags, hangers, suits, etc.
Equipment: Laundry cart, laundry basket,
Criteria YES NO
1. Cleaning the closet
2. Hang/sort clothes and accessories
3. Organize accessories depends on
instruction of the guest
4. Orderliness of clothes by grouping it by
color or by function
Comments/Suggestions:
Criteria YES NO
1. Knock on the door (or ring the bell) and identify
yourself.
2. Greet the guest politely
3. Check that the items you are about to deliver match
the room number you are in
4. Place the items in the room according to your
property’s guidelines
5. The laundry bill will be included with the clean
laundry and wait for the guest for their bill
Comments/Suggestions:
SELF-CHECK #5.4-3
TRUE or FALSE: Write TRUE if the statement is correct and FALSE, if the statement
is incorrect.
1. T
2. F
3. T
4. F
5. T
6. T
7. T
8. F
9. F
10. T
Learning Objective: After reading the information sheet, you must be able
to identify the basic phraseologies in housekeeping.
Term Explanation
Sorter The staff member who sorts linen into different categories.
Washman The staff member who operates the washing machines.
Washer extractor
The machine where linen is washed and some moisture is
Washing machine
extracted in the final cycle.
Wash wheel
The amount of linen required to operate a hotel or
Par level
restaurant.
Removing worn or damaged linen from circulation. All
Condemning linen
items should be counted and recorded.
Loose fibres from the linen which are removed through
Lint processing. These combine to form heavy duty dust in the
laundry plant.
Folding Machine or
The machine which folds linen in a pre-determined way.
Automatic Folder
A device that opens the sheet out and feeds it on to the
Automatic feeder
ironer. A staff member clips the sheet into position.
A machine where clean dried towels are fed manually into
Towel folder
a machine that then folds them in to predetermined folds.
A machine, which is used primarily to dry towels by
Tumbler Dryer
extracting moisture.
A heavy duty polythene bag usually red in colour which
can be placed in to the washing machine directly. It is
Soluble bag
used mainly for potentially infectious linen. It dissolves
from the outside on contact with water.
The area where soiled linen is received from the customer
Sorting Area
and is sorted for processing.
The removal of moisture from linens by way of high speed
Extraction
rotations.
Is a common term that refers to all items washed in a
Linens
laundry including bed, bathroom and table linens.
The woven edges of the linen. These are opposite to edges
Selvedge
that are hemmed (stitched).
Term Explanation
Blend A combination of two or more fibres.
The process of counting all linen in circulation to determine the stock
Stocktake
level and identify losses.
Abused
Linen which has been used incorrectly and is damaged.
linen
On Site
On
The hotel has its own laundry at the hotel.
Premise
(OPL)
Off site The laundry is an external contractor and is located away from the hotel.
Linen Linen is placed through a fireproof lockable door on each floor and
chute transported via a tube to the laundry.
The combination of water, temperature and chemicals to successfully
Formula
launder different categories of linen.
Dye A product that changes the colour of an item.
Dye
transfer
The colour of one item will be absorbed from another when wet.
Dye run
Dye bleed
A funnel shaped receptacle that is used for holding items before dropping
Hopper
them below.
CBW Continuous batch washer.
Tensile
The ability of a fabric to resist breaking.
strength
SELF-CHECK #5.4-4
1. Condemning linen
2. Towel folder
3. Tumbler drier
4. Linens
5. Extraction
6. Blend
7. Dye
8. Hopper
9. Tensile strength
10. Linen chute