lOMoARcPSD|22872646

SHS11-Housekeeping Grade 11 TVL TRack

Bachelor of Science Nursing (La Consolacion University Philippines)

Studocu is not sponsored or endorsed by any college or university

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SENIOR HIGH

HOUSEKEEPING NCII
Quarter 1: Module 1
Provide Housekeeping
Services to guest

https://housekeepingservicesinvirar.wordpress.com/2018/06/05/professionals-housekeeping-services-provide-the-
disinfectant-cleaning/

Housekeeping NCII - Grade 11

Alternative Delivery Mode
Quarter 1 – Module 1:
First Edition, 2020

Republic Act 8293, Section 178 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

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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, poems, pictures, photos, brand names, trademarks, etc.)
included in this book 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 M. Briones
Undersecretary: ______________________
Assistant Secretary: ______________________

Development Team of the Module:

Writers: Daniel C. Salilo; Vincent A Neri; Oleric Jun C. Macalam

Content Editors: Cherry Q. Sadicon; Fe L. Daludug; Sheila T. Arellano
Language Editors: Claire Arro
Prof. Reader: Marsha Liza L. Ragot
Illustrator: Joan A. Comahig
Layout artist: Norman D. Balino

Management Team:

Chairperson: Dr. Arturo B. Bayocot, CESO III

Regional Director
Co – chairperson: Dr. Victor G. De Gracia Jr. CESO V
Asst. Regional Director
Jonathan S. Dela Pena, PSD, CESO V
School Division superintendent
Rowena H. Para-on, Ph.D
Assistant School Division Superintendent
Mala Epra B. Magnaog, Chief ES, CLMD

Members: Neil A. Improgo, Ph.D. EPS - LRMDS

Beinvenido U. Tagolimot Jr. Ph.D. EPS-ADM
Erlinda G. Dael, Ph.D.
Norberto G. Rosales

Printed in the Philippines by: ____________________________________________

Department of Education – Bureau of Learning Resources (DepEd-BLR)
Office Address: Zone 1, Upper Balulang Cagayan de Oro City 9000 Telefax: (088) 880-7071,
(088) 880-7072
E-mail Address: region10@deped.gov.ph

Department of Education • Republic of the Philippines

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SENIOR HIGH

HOUSEKEEPING NCII
Module 1
Provide Housekeeping
Services to guests

Department of Education • Republic of the Philippines

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TABLE OF CONTENTS

What I Need To Know …............................................................................. 4

General instructions ………………………………………………………… 4

Module content ………………………………………………………… 5

What to learn ………………………………………………………… 5

Definition of terms ………………………………………………………… 6

Module objectives ………………………………………………………… 7

What I know ………………………………………………………… 8

Quarter 1 Lesson 1 Provide Housekeeping services to guests

Learning outcome 1: Handle housekeeping request ………………… 10

Learning outcome 2: Set up equipment and trolleys ………………… 16

How much have you learn ……………………………………………….... 17

Procedure in delivering housekeeping services ………………… 18

What have you learn ………………………………………………………… 19

Rubrics ………………………………………………………… 20

Key Answers ………………………………………………………… 21

References ………………………………………………………… 22

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TO THE STUDENT:

Greetings!

This module contains training materials and activities for

you to finish. You are required to go through a series of
learning activities. If you’ve got questions, don’t hesitate to ask
your teacher for assistance.

This will give you the opportunity to develop your skills in

Housekeeping to standard operating procedures, techniques
and knowledge of Housekeeping

This will prepare you to move on to the next important

skills for development in cleaning public areas and equipment

HOW TO USE THIS MODULE?

In this module, you’ll find activities for you to accomplish and relevant
information sheets for each learning outcome. Each learning outcome may have
quite one learning activity.

This module is prepared to help you understand the basic concept and
underlying theories and achieve the required competency in provide Housekeeping
service to guest. This will be the source of information that will enable you to
acquire the knowledge and skills in Housekeeping independently at your own pace
with minimum supervision from your teacher.

In doing the activities to finish the requirements of this module, please be

guided by the following:

 Talk to your teacher and agree on how you both will organize the training
under this module. Read through this carefully. It is divided into section,
which cover all the skills and knowledge you need to successfully complete.

 Work through all information and complete the activities in each section.
Read the Lesson Information and complete the self - checks provided.

 Most probably your teacher will also be your supervisor or manager. He /

She is there to support you and show you the right way to do things. Ask
help.

 You will be given plenty of opportunities to ask question and practice on the
job.

 When you are ready, ask your teacher to watch you perform the activities
outlined in this module.

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INTRODUCTION
This module is designed to equip you the TVL Grade 11 Senior High School Learners with
essential Knowledge, Skills, and Attitude in performing the tasks in HOUSEKEEPING which will lead
you to acquire National Certificate Level II.

This module includes information and activities to develop desirable values, skills and
understanding through step-by-step procedures and helpful techniques that will guide you on how to
provide valet and butler service. Applications to real life situations are also included for lifelong
learning.

Overview
This module contains several lessons which provide varied and relevant activities to determine
your understanding of the key concepts of the Housekeeping. This is crafted to focus on the different
activities that will help you enhance your skills and knowledge necessary to get a Certificate of
Competency and/or National Certificate Level II.

Nominal Duration
Housekeeping NC II qualification has 465 nominal hour duration. This is equal to 59 days. This
module covers 50 hours or equal to 7 days of lessons, varied activities and demonstrations.

What to Learn from this Module?

At the end of the lesson, you’re expected to:

 Provide housekeeping services to guests

 Display professional standards
 Care for the guest property

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Definition of Technical Terms

Term Explanation
Chemical A product, normally in liquid format, used to
clean a surface

Clean Free from dirt; unsoiled; unstained

Defect A shortcoming, fault, or imperfection

Disinfectant Any chemical agent used chiefly on inanimate

objects to destroy or inhibit the growth of
harmful organisms

Dry Cleaning The cleaning of garments, fabrics, draperies,

etc., with any of various chemicals rather than
water: garments for cleaning in this way

Fittings Anything provided as equipment, parts, supply

Furnishings Furniture, carpeting, etc., for a house or room

Housekeeping The maintenance of a house or domestic

establishment.

Kitchenette A small kitchen or part of another room

equipped for use as a kitchen

Laundry Articles of clothing, linens, etc., that have been

or are to be washed

Malfunction Failure to function properly

Manual handling The act of pushing, pulling or lifting

Planning The act or process of making a plan or plans

Policy A rule, a definite course of action

Polish To make smooth and glossy, especially by

rubbing or friction

Procedure A particular course or mode of action

Provision of supplies Providing housekeeping items including

equipment, cleaning products and cloths

(Australian Aid, ASEAN, William Angliss Institute, Specialist Center for Hospitality and Tourism
Industry)

Today in the global world of employment competition, the number

of available jobs is scarce 6 and the Department of Education is
revitalizing its resources to lead the young minds and to prepare them
skillfully as future Housekeeper. It is in honing the skills that learners
canDownloaded
assure to have Overos
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Objectives:

At the end of this module, you are expected to:

1. Identify and perform different housekeeping services

2. Handle housekeeping requests

Things to
Remember!

1. Take the Pre-test before proceeding to the lessons. The test could give your ideas of
how much time should you allot to each lesson.

2. Read the instructions carefully and follow the precautionary measures.

3. Before doing the activity, make sure that all the materials needed are already prepared.

4. Don’t forget to answer the Self-Check.

5. If you are not sure of the meaning of some words used in the module, feel free to consult
dictionary.

6. Answer the post-test so that you will know how much you have learned from the lessons.

7. Scan the last page after reading and answering the activities.

Pretest
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A. Directions: Read the statement carefully then choose the best answer from the given options.

1. What is the housekeeping department in the hospitality industry?

a. The team of employees that is in charge of the food and beverage in an organization.
b. The team of employees that is in charge of guest relations in an organization.
c. The team of employees that is in charge of the cleaning tasks in an organization.
d. The team of employees that is in charge of management in an organization.
2. Which of the following is NOT one of the basic functions of housekeeping in the hospitality
industry?
a. Making the bed c. cleaning the bathroom
b. Taking out the trash d. answering the phones

3. How does the hospitality industry ensure they are meeting expectations in housekeeping?
a. Trust in their employees to provide cleanliness.
b. Spot checking rooms at random every two weeks.
c. Guest surveys rating cleanliness.
d. Employee feedback rating cleanliness

4. Special cleaning and sanitation tasks required for maintaining food preparation and storage areas
are typically performed by:
a. The housekeeping staff c. The chief steward
b. The kitchen staff d. The dining room manager
5. During the past week, the executive housekeeper noticed that guest service areas and server
stations in the dining room have not been properly cleaned before the breakfast service period.
The most appropriate action for the Executive housekeeper to take would be to.
a. Inform housekeeping’s night crew that they must take responsibility for cleaning those
areas.
b. Schedule a meeting with the hotel general manager to resolve the situation.
c. Meet with the dining room manager and agree on which department should take
responsibility for consistently maintaining these areas.
d. Write a memo to the room’s division director complaining about the lack of cooperation from
the dining room staff.
6. Final responsibility for the cleanliness and overall appearance of banquet and meeting rooms
usually rests with?
a. The general manager c. The banquet staffs
b. The convention services staff d. The housekeeping staffs
7. Housekeeping’s cleaning responsibilities are typically determined by?
a. The general manager c. The room’s division director
b. The executive housekeeper d. The manager of operations
8. In most hotels, the housekeeping department has very limited cleaning responsibilities in relation
to?
a. Pool and patio areas c. Kitchen areas.
b. Exercise rooms. d. Management offices.
9. The following are power words are used in dealing with guests, except?
a. saying thank c. may beg your pardon
b. saying please d. will you stop talking and listen
10. It refers housekeeping maintenance in the house.
a. Technical housekeeping c. Industrial housekeeping
b. Domestic housekeeping d. All of the above
11. A hotel cannot provide all the necessary items a customer may need inside each and every room
for a number of reasons.
a. The room size is too small c. Not all customers need all items
b. It would become cramped for space d. All of the above
12. The following are the items needed to be sent in the rooms. Except
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a. Replacement items such as hair dryers, toasters, irons and electric jugs to replace items
that are not working.
b. Extra hangers for clothes, extra pillows, extra blankets.
c. Extra Ocean liners, and additional Lamborghini.
d. Additional items in compendium, power conversion board and Ice and ice buckets.
13. Cleaning breakfast service areas is performed by?
a. Housekeeping staff c. General Manager
b. Kitchen staff d. Dining room staff
14. Cleaning food preparation items is performed by?
a. Kitchen staff c. General Manager
b. Housekeeping staff d. Dining room staff
15. Cleaning laundry rooms is performed by?
a. Housekeeping staff c. Kitchen staff
d. Dining room staff b. General Manager
16. Determining which areas housekeeping cleans.
a. Housekeeping Supervisor b. General Manager
b. Kitchen staff d. Dining room staff
17. Mr. Manuel a car sales executive left his Rolex in the room 305 upon checkout. Chil, the room
attendant found out that there is a watch on the bed side table. What appropriate action should
Chil do?
a. Inform the Housekeeping Supervisor and indorse it lost and found section.
b. Inform the Security Supervisor and indorse it lost and found section.
c. Inform the Duty Manager and indorse it lost and found section.
d. Inform the General Manager and indorse it lost and found section.
18. Mr. Francis an Entrepreneur, hang a makeup-service doorknob card before leaving for a meeting
in the city. Upon arrival to his after the meeting, he noticed that his room wasn’t made up yet.
How would you handle the guest’s complaints? The following are correct except.
a. Remain pleasant at all times, but do smile when the guest is complaining.
b. Remain pleasant while ignoring the complaining guest.
c. Remain pleasant while empathizing the complaining guest.
d. Remain pleasant while listen without interruption the complaining guest.
19. The guests from a chartered from Japan arrive at the hotel at. The bell escorted a guest to your
area while you are preparing another room. He opened the door using his vingcard key. How
would you know the guest name?
a. You will know the guest name by calling his/her name.
b. You will know his name by referring to your room guest list.
c. You will know his name by calling the concierge.
d. You will know his name by the front office.
20. What is the standard courtesy in calling the guest by name?
a. Avoid using the first name - use the last name only.
b. Do not use nicknames – don’t be too familiar
c. Get the right pronunciation – use Sir or Madam instead.
d. All of the above

Learning9 outcome 1:
Handle housekeeping request
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The Housekeeping department takes pride in keeping the lodging clean and comfortable, so
as to form a ‘Home absent from home’. The point of all settlement foundations is to supply their
clients with clean, alluring, comfortable and inviting encompassing that offer esteem for cash. Nothing
sends a more grounded message than cleanliness in a neighborliness operation. No level of benefit,
neighborliness or excitement can break even with the sensation a visitor has upon entering a
spotless, clean and helpfully orchestrated room. Both administration and visitor consider the keeping
of the put clean and in a great arrange a need for an inn to command a reasonable cost and can get
rehash commerce. .

http://chtmag.com/pg-professional-survey-reveals-78-of-customers-sleep-better-in-an-
impeccably-clean-hotel/

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IMPORTANCE OF HOUSEKEEPING

Housekeeping is an operational office in a hotel, which is dependable for cleanliness, support,

stylish upkeep of rooms, open range, back zone and environment. Lodging survives on the deal of
room, nourishment, refreshments and other minor administrations such as the clothing, wellbeing club
spa and so on. The deal of room constitutes a least of 50 per cent of these deals. Hence, the major
portion of the hotel’s edge of benefit comes from the room deals, since a room once made can be
sold over and over once more. The exertion that a housekeeping office makes in giving a guest an
alluring room features a coordinate bearing on the guest’s involvement in an inn. Guestrooms are the
heart of the inn. The housekeeping office not as it were plans clean guestroom on a convenient
premise for arriving guest, but moreover cleans and keeps up everything within the inn so that the
property is as new and appealing as the day it opened for commerce. Housekeeping, hence, is a
subordinate office that contributes in an enormous way towards the in general notoriety of a property.

It is appropriately said that housekeeping may be a 24 x 7 x 365 operation. Imagine the stacks
of material required to form up all the beds in a inn, the miles in the event that carpeting, floor, walls
and ceiling to be cleaned and kept up, and cleaning compounds in conjunction with uncommon
apparatuses and gear required in arrange to clean.

Other than hotels, proficient housekeeping administrations are exceptionally much in request
in clinics, on voyage liners, at workplaces and more. Since most such organizations lean toward to
outsource these capacities, contract housekeeping is getting to be a well-known in these days.

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ROLE OF HOUSEKEEPING DEPARTMENT

Housekeeping plays a very important role in hospitality industry such as: -

 To accomplish the most extreme conceivable productivity in guaranteeing the care and
consolation of visitors and within the smooth running of the department
 To build up an inviting climate and guarantee respectful, solid benefit from all staff of the
department.
 To guarantee a tall standard of cleanliness and common upkeep in all regions for which the
office is responsible.
 To give cloth in rooms, eateries, dinner corridor, conference settings, wellbeing cl
 To donate uniforms for all the staff and keep up palatable inventories for the same.
 To cater to the washing necessities of the lodging cloth, staff uniforms and visitors’ clothing.
 To Give and keep up the flower enrichments and keep up the arranged regions of the hotel.
 To facilitate redesign and refurnishing of the property as and when, in meeting with the
administration and with insides designers.
 To bargain with misplaced and found articles.
 To guarantee preparing, control and supervision of all staff connected to the department.
 To set up a great working relationship with other department.
 To guarantee that security and security controls are made known to all staff of the department.
 To give uniforms for all the staff and keep up satisfactory inventories for the same.

Hotel Rules and Regulation

Hotel rules / House rules are administration

approach or understandings between the guest and the
hotel. More often than not, these arrangements are said
on the guest enlistment card which is marked by the
guest at the time of check-in.
In Addition to this, a duplicate of rules and
control is additionally kept in all visitor rooms for
visitor to examined and understand the
administration arrangements. This could moreover
incorporate the nearby government arrangements
which got to be taken after by the guest.

Hotel Rules and Management policies

https://luxenthotel.com
In order to create your stay as wonderful as conceivable, the Management requests your
participation in watching the taking after as an agreement between the guest and the management
beneath which rooms are allowed to be utilized by the guest(s).
At all be dependable for any misfortune / or harm to the Guest's belongings or any other property
from either the hotel room or the locker or any other portion of the hotel for any cause at all counting
burglary of pilferage to stopping, early check-in or late check-out, room bundles, in-room services
such as a bottled of wine, updated Wi-Fi and indeed cross-selling openings such as breakfast every
day or spa services.

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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.

Types of guest requests

There may be numerous times amid a move when the room orderly will have to be handle
visitor demands and the reasons can shift.
need for item sent to the room

A guest may request services or products such as:

 Additional gear in their room – since they have needs

amid their remain that are not suited by the typical
in-room things
 Valet or laundry service – common among long remain
visitors
 Additional bedding – where the existing bedding is
unacceptable, awkward or inadequately
 Extra tea, coffee, sugar and drain sachets – a common
ask where the visitors spend a part of time in their
room
 Extra crockery or cutlery – where the room highlights a kitchen or kitchenette usually too a
common ask particularly where visitors need to engage in their rooms
 Vases – for blossoms that have been conveyed to them
 Replacement things such as hair dryers, toasters, irons and electric containers to supplant
things that are not working
 Extra washroom visitor supplies – another common ask for long-term guests: guests with long
hair frequently inquire for additional cleanser and conditioner
 Additional things in abstract – such as letterhead paper, envelopes, postcards, pens, note
paper
 Additional towels – to suit additional showers or showers taken by the visitors: where the
property includes a swimming pool usually a common ask
 Extra hangers for dress, additional pads, additional covers
 A control transformation board – to adjust their electrical gear to the control supply of the
scene: common where the property caters to a few universal visitors
 Ice and ice buckets.

Servicing of rooms

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Rectification cleaning - guests may request an advancement within the overhauling of room. They
require housekeeping staff to supply medicinal benefit to the room when the initial room benefit is
regarded by the guest to be sub-standard
 Clean-up after an in-room party or excitement
 An extraordinary room benefit where they have spilled something on the floor.

Lost and found

Guests may too contact housekeeping when

making a Misplaced and Found inquiry. They may
have found anything in a room they have fair been
roomed in or they may contact housekeeping after
they have withdrawn to investigate almost
something they have misplaced.
Housekeeping is regularly the office that
works the Misplaced and Found office for a scene
since most misplaced and found things come https://www.makemehotelier.com/2018/0 from
guest rooms. 8/11/lost-and-found-procedure-in-hotel/

Handling guest complaints

Tragically, even with the finest of
intentions, things can sometimes go off-base and
result in a guest complaint. As distinguished some
time recently, a few demands are in fact
complaints. The taking after are rules to help in
managing with a client complaint

 Remain charming at all times, but don't smile

https://www.marketingdonut.co.uk/pr/handling-
when the guest is complaining
 Listen without interruption bad-publicity/golden-rules-of-complaints-handling
 Know the right method and the foundation approach on managing with customer complaints
 Ask the guest how they would like you to resolve the issue
 Focus on the issue and don’t take the complaint individual
 Apologize to the visitor for any burden
 Advise your supervisor and get their input as to how they feel you taken care of the circumstance.

Use guest name where possible

When managing with a guest request, the room attendant ought to recognize the guest by
addressing them by their title, on the off chance that suitable and conceivable.
It is said that an individual likes nothing superior than to listen the sound of their possess title.
Utilizing the guest’s name is an excellent way of personalizing the service and showing that the
individual guest is esteemed.
Make beyond any doubt in any case simply take after any house approaches that might apply
to utilize of guest’s names.
These more often than not reflect for the most part appropriate guidelines of kindness, such as:
 Avoid utilizing to begin with names – as it were utilize final names
 Never utilize monikers
 Get the elocution right – in case you're not beyond any doubt you'll do this, utilize “Sir ‟ or
“Madam‟
 If you don’t know the guest’s title or have overlooked it address the visitor by “Sir ‟ or “Madam ‟.

Record housekeeping requests according to enterprise requirements

Affirm and note subtle elements of the request:

Confirming what is needed

The key to usually repeating back to the guest what it is they have told you they need, utilizing
your foundation information to clarify any regions that are not clear.

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For example, on the off chance that a visitor phones and says they need more towels, you
would like to decide what estimate towels they need. In case the guest tells you they have spilled
something in their room and need it cleaned up, you ought to inquire the nature of the spill (what was
spilled, what it was spilled on, and how huge the spill is) so you'll be able get ready for what is
required.
Sometimes the guest will inquire questions almost what is accessible to suit their need, so you
would like to reply precisely and truly to these questions. It is vital that honesty is utilized so merely
dodge making wrong desires within the intellect of the guests.

Noticing subtle elements of what is required

The key to this can be to not depend on your memory
but or maybe to compose down the significant points of
interest.

This advice applies whether the request comes in person

or over the phone. There should continuously be note paper
and a pen close the phone within the housekeeping division
and a room specialist ought to continuously have a note pad
and pen as standard items when they are working.
When a guest makes a request simply write down:
ddetail/front-desk-services-
 Guest name
7168050412.html
 Room number
 Specifics of the request – type of item or service required, number involved (where appropriate
– “6 wine glasses‟)
 Time for delivery to the room that was agreed to.

It is continuously shrewd to affirm the points of interest to spare time, exertion and guest frustration in
the event that the wrong item or service is conveyed. There may regularly be communication
challenges caused by diverse languages, need of neighborhood information, tiredness and newness
with the property

Learning outcome 2:
SET UP EQUIPMENTS AND TROLLEYS

STOCKING AND CLEANING OF ROOM BOY’S TROLLEY

1. Clean and dust shelves and
containers before placing the
guestroom supplies inside the trolley
2. Check for threads and/or hair follicles
that might twirled around the wheels
of the trolley.
3. Check the rubber bumper if they are
worn out.

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4. Check the screws or any sharp edges that could catch your clothing or create cuts on your skin.
5. Request for guestroom supplies like linen amenities, cleaning chemicals and cleaning tools from
your supervisor.
6. Stock the trolley with the requested supplies according to allocated par stock or according to the
number of guests.
7. Label all the chemical sprayers to avoid mixing it with other chemicals.
8. Stock the trolley by putting all the guestroom amenities on the top shelves.
9. Place the folded bed sheets and towels in the second shelf of the cart.
10. Put all the chemicals at the lower level of the shelves including the tools like scouring pads, rags,
spatula, etc.
11. Place the vacuum cleaner and other equipment in the other side of the trolley.
12. Clean the soiled linen canvas and put plastic under liner on the trash.

Link: HOUSEKEEPING MANAGEMENT revised edition 2010 by Amelia Samson Roldan and Amelia Malapitan
Crespo

B. Directions: Read the statement carefully then choose the best answer from the given
options.

1. It is the department takes pride in keeping the hotel clean and comfortable, so as to create a
‘Home away from home’.
a. Font office b. Housekeeping
c. Kitchen d. Stewarding

2. A guest may request services or products. Except?

a. Additional equipment in their room – because they have needs during their stay that are not
accommodated by the normal in-room items
b. Valet or laundry service – common among long stay guests
c. Additional party drug– where they having and overnight celebration
d. Additional bedding – where the existing bedding is unsuitable, uncomfortable
or insufficient

3. Mr. Jackson an Airline Executive left his Rolex in the room 745 upon checkout. Ramil the room
attendant found out that there is a watch on the bed side table.
What appropriate action, Ramil should do?
a. Inform the Housekeeping Supervisor and indorse it lost and found section.
b. Inform the Security Supervisor and indorse it lost and found section.
c. Inform the Duty Manager and indorse it lost and found section.
d. Inform the General Manager and indorse it lost and found section.

4. What is the standard courtesy in calling the guest by name?

a. Avoid using the first name - use the last name only.
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b. Do not use nicknames – don’t be too familiar

c. Get the right pronunciation – use Sir or Madam instead.
d. All of the above

5. Mr. Francis an Entrepreneur, hang a makeup-service doorknob card before leaving for a meeting
in the city. Upon arrival to his after the meeting, he noticed that his room wasn’t made up yet. How
would you handle the complain of the guest? Except?
a. Remain pleasant at all times, but do smile when the guest is complaining.
b. Remain pleasant while ignoring the complaining guest.
c. Remain pleasant while empathizing the complaining guest.
d. Remain pleasant while listen without interruption the complaining guest.

Try this!

Procedure in delivering guest services in housekeeping

a. Double check the room number if it is correct.
b. knocks the door 3 times
Ex. Knock, housekeeping, Knock, housekeeping, Knock housekeeping
c. Wait till the guest opens the door.
d. Greet the guest by name according to your room list.
Ex: Good morning Mr. Brown. Here is the extra towel that you have requested.
e. After delivering the service to the guest ask him/her if there is anything
more he/she needs. Leave and close the door quietly.
Ex. Mr. Brown is there anything you need more?
f. If the guest does not need anything
Ex: May I go now? Thank you.

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Do It Now!

Task Sheet

Title: Provide housekeeping services

Performance Objective: Given the tools, materials and equipment, you should be able
to perform provide housekeeping services following proper standard.

Supplies/Materials : Lines, Blanket, Pillows, Tooth brush, ice buckets

Steps/Procedure:
1. Prepared all the materials
needed in this activity.
2. Read information on how to Assessment Method:
perform bed making using 5
sheets.  Video demonstration
3. Follow the measurement folding  Observation
of sheets according to standard.
4. If your finish already then call the
attention of your trainer to
evaluate your work.

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NOTE:

You will be graded using the Rubrics given below.

Dimension PERFORMANCELEVEL
Excellent Very Satisfactory Satisfactory Needs Improvement No Points
(50-45 pts.) (45-40 pts.) (40-35 pts.) (15 -10 pts.) Attempt Earned
(5 pt.)
1. Use of tools Uses tools and Uses tools and Uses tools and Uses tools and No
and equipment equipment correctly and equipment correctly equipment correctly equipment incorrectly attempt
confidently at all times and confidently and but less and less confidently
most of the times confidently most of the time
sometimes
2. Application Manifests very clear Manifests clear Manifests Manifests less No
understanding of the understanding of the understanding of understanding of the attempt
of step- by-step procedure step- by-step the step-by-step step- by-step
procedure procedure procedure seeking
procedures but sometimes seeks clarification most of
clarification the time
Works independently Works Works independently Works independently No
with ease and independently with with ease and but with assistance attempt
confidence at all times ease and confidence from others most of
confidence most of sometimes the time
the time
3. Safety work Observes safety Observes safety Observes safety Most of the time not No
habits precautions at all times precautions most of precautions observing safety attempt
the time sometimes precautions
4.Completenes Task is completed Task is completed Task is nearly Task is started but not No
s of Task following the procedures following the completed following completed following attempt
in the activity procedures in the the procedures in the the procedures in the
improvement/innovation project plan project plan project plan
s
5. Time Work completed ahead Work completed Work completed Work completed No
management of time within allotted time (min /hours/days) (min /hours/days) attempt
beyond beyond
TOTAL POINTS

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Answer key

Reference:
 Australian Aid, ASEAN, William Angliss Institute, Specialist
Center for Hospitality and Tourism Industry

 HOUSEKEEPING MANAGEMENT revised edition 2010 by

Amelia Samson Roldan and Amelia Malapitan Crespo

 http://creativecommons.org/licenses/by/2.0/deed.en

 http://www.sxc.hu/

 https://unsplash.com/s/photos/service-to-guest

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