Final Na Talaga Narrative Report

IMMERSION EXPERIENCE AT
BEST WESTERN PLUS THE IVYWALL HOTEL
Rizal Avenue Extension, Puerto Princesa, Palawan

September 27 – October 21, 2023
A NARRATIVE REPORT SUBMITTED
TO
The Faculty of College of Hospitality and Tourism

Management
In Partial Fulfillment
of the Requirements for the Course
HPC 2/L Fundamentals in Lodging Operation
For a degree in
Bachelor of Science in Hospitality Management

College of Hospitality and Tourism Management
Palawan State University
Tiniguiban, Puerto Princesa City, Palawan
Delalamon, Floddy L.
Hamora, Hannah Roella M.
Lagrosa, Ainnie Belle F.
Taraib, Anna Lucy A.
Rodriguez, Karel Ira
September 27 – October 21, 2023
ACKNOWLEDGEMENT
We would like to extend our heartfelt gratitude to several individuals and entities who have played a significant
role in the success of our immersion program at Best Western Plus The Ivywall Hotel. Their support,
guidance, and unwavering encouragement have made this experience truly meaningful.
First and foremost, we express our deepest appreciation to Mrs. Judith M. Pasion and Mr. Adly Sarail, our
dedicated instructors for the immersion program. Their expertise, mentorship, and commitment to our
learning journey have been invaluable. Their guidance has shaped our understanding of the hospitality
industry, and we are immensely grateful for their contributions to our growth.
We also want to acknowledge the Management and staff of Best Western Plus the Ivywall Hotel. Their warm
welcome, support, and willingness to share their knowledge and experiences have been instrumental in our
learning process. This immersion wouldn't have been possible without their cooperation.
We would like to express our gratitude to our parents and family for their unwavering support and
encouragement throughout this endeavor. Their belief in our abilities has been a constant source of
motivation.
Last but not least, we want to acknowledge the Almighty God for the guidance and strength provided during
this journey. We are thankful for the blessings and opportunities that have allowed us to partake in this
immersive experience.
This narrative report is a testament to the combined efforts and support of all these individuals and entities,
and we are deeply appreciative of their contributions to our personal and professional development.
With heartfelt thanks,
OJT Trainee
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TABLE OF CONTENTS
ACKNOWLEDGEMENT ............................................................................................................. 1
TABLE OF CONTENTS .............................................................................................................. 2
CHAPTER 1 ............................................................................................................................ 4
INTRODUCTION ........................................................................................................ 4
COMPANY PROFILE .................................................................................................. 5
FACILITIES AND SERVICES ........................................................................................ 6
ORGANIZATIONAL STRUCTURE OF BEST WESTERN PLUS THE IVYWALL HOTEL ............ 10
ORGANIZATIONAL STRUCTURE OF HOUSEKEEPING DEPARTMENT .............................. 11
AINNIE BELLE F. LAGROSA ..................................................................................................... 12
CHAPTER II .......................................................................................................................... 12
STANDARD OPERATING PROCEDURES ..................................................................... 12
CHAPTER III.......................................................................................................................... 21
ASSESSMENT OF IMMERSION PROGRAM .................................................................. 21
CHAPTER IV ......................................................................................................................... 24
DOCUMENTATION ................................................................................................................. 24
CHAPTER V .......................................................................................................................... 28
PERTINENT FORMS ............................................................................................................... 28
DAILY TIME RECORD ............................................................................................... 28
CERTIFICATE OF COMPLETION ................................................................................ 29
EVALUATION FORM................................................................................................. 30
CURRICULUM VITAE ................................................................................................ 33
ANNA LUCY A. TARAIB ........................................................................................................... 35
CHAPTER II .......................................................................................................................... 35
CHAPTER III.......................................................................................................................... 45
CHAPTER IV ......................................................................................................................... 48
DOCUMENTATION ................................................................................................... 48
CHAPTER V .......................................................................................................................... 52
PERTINENT FORMS................................................................................................. 52
DAILY TIME RECORD (DTR) ............................................................................ 52
CERTIFICATE OF COMPLETION ...................................................................... 53
EVALUATION FORM ...................................................................................... 54
CURRICULUM VITAE ..................................................................................... 55
FLODDY L. DELALAMON ......................................................................................................... 57
CHAPTER II .......................................................................................................................... 57
CHAPTER III.......................................................................................................................... 67
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CHAPTER IV ......................................................................................................................... 69
DOCUMENTATION ................................................................................................... 69
CHAPTER V .......................................................................................................................... 72
PERTINENT FORMS................................................................................................. 72
DAILY TIME RECORD..................................................................................... 72
EVALUATION FORM ...................................................................................... 74
KAREL IRA RODRIGUEZ ......................................................................................................... 79
CHAPTER II .......................................................................................................................... 79
CHAPTER III.......................................................................................................................... 84
CHAPTER IV ......................................................................................................................... 86
DOCUMENTATION ................................................................................................... 86
CHAPTER V .......................................................................................................................... 88
PERTINENT FORMS................................................................................................. 88
DAILY TIME RECORD..................................................................................... 88
HANNAH ROELLA M. HAMORA ................................................................................................ 95
CHAPTER II .......................................................................................................................... 95
CHAPTER III........................................................................................................................ 106
ASSESSMENT OF IMMERSION PROGRAM ................................................................ 106
CHAPTER IV ....................................................................................................................... 108
DOCUMENTATION ................................................................................................. 108
CHAPTER 5 ........................................................................................................................ 111
PERTINENT FORMS............................................................................................... 111
DAILY TIME RECORD................................................................................... 111
CERTIFICATE OF COMPLETION .................................................................... 111
EVALUATION FORM .................................................................................... 112
CURRICULUM VITAE ............................................................................. 113
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CHAPTER 1
INTRODUCTION
Best Western Plus The Ivywall Hotel in Puerto Princesa, Palawan provides top-class
accommodations for the discerning guest. It features premium rooms with complete amenities, and a
restaurant and pool on site. The property also offers wedding services, airport transportation, and turndown
service. Free WiFi is available.
All rooms are air-conditioned and equipped with LCD cable TV with premium channels. Each room
is fitted with a private bathroom with shower, bidet, and free toiletries. The guest rooms feature telephone,
minibar, coffee/tea maker, blackout drapes, hair dryer, in-room safe, desk, and electric kettle. Guests may
request hypo-allergenic bedding. Connecting rooms are available. In-room provisions include slippers,
bathrobes, and complimentary bottled water. Limited housekeeping, turndown service, and room service are
offered.
The hotel has an elevator, bar/lounge, poolside bar, coffee shop, and two restaurants on site.
Complimentary continental breakfast is served every morning. Airport transportation is free. The front desk
operates 24 hours daily. The hotel has a business center, three meeting rooms, and laundry facilities. A
safety deposit box is available at the front desk. Luggage storage is offered. Wedding services are available.
Free WiFi is accessible in the common areas. Multilingual staff are ready to assist guests with their needs.
The hotel features fitness facilities and indoor pool. Spa services are available on site. Guests can
visit Honday Bay and Arrecife Island while in Puerto Princesa.
Best Western Plus The Ivywall Hotel is located at Rizal Avenue Extension, Bancao-Bancao, Puerto
Princesa, Palawan. It is 763 meters from Puerto Princesa International Airport and 4.27 kilometers from
Robinsons Place Palawan.
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COMPANY PROFILE
MISSION:
Deliver trusted guest experiences, drive hotel success, and foster a caring inclusive culture that respects the
environment.
VISION:
Inspiring travel through unique experiences.
CORE VALUES:
• Act with honesty and integrity
• Strive for excellence
• Conduct business fairly
• Treat everyone with dignity and respect
• Be accountable
• Be trustworthy
• Obey all laws
• Provide a safe and healthy environment for guests and associates
• Work for the good and our global community
• Support human rights
• Be environmentally responsible
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FACILITIES AND SERVICES
Gym
Daloyon Pool Bar
Anibong Spa/Treatment
Room
Meeting Facility Ballroom
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Suite Room
11,200php – Suite, 1 King Bed, Non Smoking, Refrigerator

1 King Bed Internet - Free WiFi Entertainment - 42-inch LCD TV with premium channels Food & Drink -
Coffee/tea maker, electric kettle, room service (limited hours), and free bottled water Sleep - Hypo- allergenic
bedding, blackout drapes/curtains, turndown service, and bed sheets Bathroom - Private bathroom, shower,
bathrobes, and slippers Practical - Safe, desk, and phone; rollaway/extra beds available on request Comfort
- Fresh towels (on request), climate-controlled air conditioning, and fresh bed sheets every 2 days #R##N#
Need to Know - Limited housekeeping Non-Smoking Connecting/adjoining rooms can be requested, subject
to availability.
Family Room
7,520php – Family Room, Multiple Beds, Non Smoking

1 Queen Bed and 2 Twin Beds 452 sq feet Internet - Free WiFi Entertainment - 42-inch LCD TV with premium
channels Food & Drink - Coffee/tea maker, electric kettle, room service (limited hours), and free bottled water
Sleep - Hypo-allergenic bedding, blackout drapes/curtains, turndown service, and bed sheets Bathroom -
Private bathroom, shower, bathrobes, and slippers Practical - Safe, desk, and phone; rollaway/extra beds
available on request Comfort - Fresh towels (on request), climate-controlled air conditioning, and fresh bed
sheets every 2 days #R##N# Need to Know - Limited housekeeping Non- Smoking Connecting/adjoining
rooms can be requested, subject to availability.
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Premier Room
5,120php – Premier Room, 1 Double Bed, Non Smoking

1 Double Bed 344 sq feet Internet - Free WiFi Entertainment - 42-inch LCD TV with premium channels Food
& Drink - Coffee/tea maker, electric kettle, room service (limited hours), and free bottled water Sleep - Hypo-
allergenic bedding, blackout drapes/curtains, turndown service, and bed sheets Bathroom - Private bathroom,
shower, bathrobes, and slippers Practical - Safe, desk, and phone; rollaway/extra beds available on request
Comfort - Fresh towels (on request), climate-controlled air conditioning, and fresh bed sheets every 2 days
#R##N# Need to Know - Limited housekeeping Non-Smoking Connecting/adjoining rooms can be requested,
subject to availability.
5,120php – Premier Room, 2 Twin Beds, Non Smoking

Twin Beds 280 sq feet Internet - Free WiFi Entertainment - 42-inch LCD TV with premium channels Food &
Drink - Coffee/tea maker, electric kettle, room service (limited hours), and free bottled water Sleep - Hypo-
#R##N# Accessibility - Wheelchair accessible Need to Know - Limited housekeeping Non- Smoking
Connecting/adjoining rooms can be requested, subject to availability.
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Deluxe Room
4,400php – Deluxe Room, 2 Twin Beds, Non Smoking

2 Twin Beds 301 sq feet Internet - Free WiFi Entertainment - 42-inch LCD TV with premium channels Food
subject to availability
` 4,400php – Deluxe Room, 1 Double Bed, Non Smoking

1 Double Bed 301 sq feet Internet - Free WiFi Entertainment - 42-inch LCD TV with premium channels Food
subject to availability
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Handicapped Room
Handicapped, 2 Twin Beds, Non Smoking
2 Twin Beds 301 sq feet Internet - Free WiFi Entertainment - 42-inch LCD TV with premium channels Food
subject to availability.
ORGANIZATIONAL STRUCTURE OF BEST WESTERN PLUS THE IVYWALL HOTEL
RENE SUAREZ
General Manager
Mercurio Dequito Karen Salazar

Assistant Housekeeping Assistant Front Office
Manager Manager
Shirley Regencia Ruth Ang Terrence Tarrosa

FC Consultant HR and Training Manager Chief Engineer
Ivygrace Andriano Freddie Payopelin John Kris

Sales Executive Security Supervisor Torreficores Sous Chef
Christian Carino James Badajos

F&B Supervisor IT Officer
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ORGANIZATIONAL STRUCTURE OF HOUSEKEEPING DEPARTMENT
Mercurio Dequito
Assistant Housekeeping
Manager
Fidel Espineda Fhelma Urbano

Floor Supervisor Floor Supervisor
ROOM ATTENDANTS
Harrison Blas Joseph Niegas
Adam Rey Vigeulla Eldie Solano
Rochelle Romay Rodel Crisostomo
Peter John Española Orly Fresnillo

Public Area Attendant Life Guard
Ednon Magallanes
Life Guard
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AINNIE BELLE F. LAGROSA
CHAPTER II
STANDARD OPERATING PROCEDURES
For the efficient and consistent execution of cleaning and maintenance tasks in a hotel or any other
establishment, the housekeeping department should establish and adhere to Standard Operating Procedures
(SOPs).
Before Arrival:
The front desk plays a vital role in notifying the cleaning staff in advance of a guest's arrival. They provide
essential details such as the guest's name, room number, and expected arrival time. With this information,
the housekeeping team can prepare and allocate rooms for incoming guests. To ensure the rooms meet your
preferences, kindly inform housekeeping of any specific requests you may have during your stay. This simple
exchange of information forms the foundation for an excellent guest experience.
During Arrival:
As hotel guests begin to arrive, the primary focus is on the preparations made by the housekeeping team.
They ensure that the assigned rooms are clean, well-maintained, and equipped with all the essentials. Any
special requests or last-minute room changes communicated to the front desk are promptly addressed.
Working in coordination, both the cleaning and front desk staff aim to create a positive first impression,
ensuring that guests can check into their rooms promptly and find them in impeccable condition.
After Arrival:
Even after guests have checked in and are comfortably situated in their rooms, the collaboration between
the cleaning and front desk teams persists. The housekeeping system is regularly updated to indicate the
status of each room, whether it has been inspected, cleaned, or requires cleaning. Real-time room status
information is crucial for the front desk to efficiently manage room availability and assign rooms to new
arrivals. If guests report maintenance issues or have specific requests, the front desk promptly communicates
these to housekeeping for immediate resolution.
Before Departure:
On the flip side, when guests are preparing to check out, the front desk informs housekeeping about the
impending departures. This advance notice allows housekeeping to plan their daily room cleaning schedules,
ensuring that rooms are prepared for the next set of visitors in a timely manner. Any instances of early
departures or late check-outs are also communicated to the cleaning crew, allowing them to adjust their tasks
accordingly.
After Departure:
Following guest check-outs, the cleaning team conducts a detailed examination of the vacated rooms,
searching for any damage, lost items, or belongings left behind by the guests. This information is then shared
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with the front office to facilitate necessary charges or the return of lost items to their rightful owners.
Additionally, it contributes to maintaining the overall condition and inventory of the hotel.
GUESTROOM CLEANING
Hotel Policies and Procedures for Housekeeping Services:

Housekeeping staff typically have to adhere to the hotel's cleanliness standards and guidelines. Their
responsibilities include maintaining the cleanliness and hygiene of both common areas and guest rooms,
managing lost and found items, fulfilling guest requests, and ensuring the proper functioning of utilities and
supplies.
These employees are responsible for thoroughly cleaning and sanitizing guest rooms, replacing linens,
restocking towels, and maintaining the bathroom facilities. They also ensure that all surfaces are spotless,
vacuumed, and dusted. To promptly report any maintenance or repair needs, they conduct routine
inspections. Furthermore, housekeepers replenish guest room amenities and supplies, ensuring that
essential items like toiletries, coffee, and tea are consistently available.
In response to guest requests for additional supplies, services, or assistance with room-related issues,
housekeeping personnel must provide immediate and courteous service. They must also follow strict
protocols when entering guest rooms, safeguard the privacy of patrons, and ensure that doors are securely
closed after providing their services.
Identifying Rooms to be Cleaned for the Shift:

The front desk at this hotel is responsible for generating a list of rooms that require cleaning during a specific
shift. This list, typically generated by a computerized system, includes room numbers, guest names, and any
specific instructions. After preparation, the list is sent to the housekeeping supervisor. Each morning at 8:00,
the supervisor of room attendants holds a briefing, during which they receive a list of rooms along with
information regarding arrivals, makeup, and departures from the front desk. The room attendants are
provided with a printed document outlining the rooms and their statuses for their reference.
Room cleaning priorities are as follows: occupied rooms with service requests, rooms reserved for incoming
guests, check-out rooms, and currently occupied rooms.
Equipment Used for Cleaning:

Housekeeping staff typically utilize a range of tools and supplies, including vacuum cleaners, brooms,
dusters, mops, and microfiber cloths. In addition to these essentials, they may also make use of cleaning
carts, disinfectants, and garbage bags.
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Accessing and Entering Guest Rooms Appropriately:
At Best Western Plus the Ivywall Hotel, the housekeeping staff must strictly adhere to the hotel's established
etiquette and security procedures when entering guest rooms. They are required to announce themselves
as "Housekeeping," knock on the door three times, and await the guest's permission to enter. If there is no
response, they should knock again after a brief pause and enter using a master key only when granted
access. Additionally, room access is permitted in emergency situations or in accordance with the hotel's
specific policies, but not when a "Do Not Disturb" sign is displayed on the door. These measures are in place
to ensure the safety and privacy of guests at all times.
Step-by-Step Procedures in Cleaning Bedroom and Bathroom Areas:

Cleaning process at Best Western Plus the Ivywall Hotel
Step 1: Gather all the necessary cleaning tools and materials, including dusters, vacuum cleaners, cleaning
solutions, and disinfectants, before starting the cleaning process.
Step 2: Ensure proper ventilation in the room by opening the windows.
Step 3: Promptly empty the trash bins and replace the liners.
Step 4: Thoroughly dust and clean all surfaces, including appliances and furniture.
Step 5: Create a fresh and welcoming sleeping environment by changing the towels, pillowcases, and bed
sheets.
Step 6: Vacuum the floor to remove dust and debris.
Step 7: Ensure thorough sanitization of high-touch areas such as doorknobs and remote controls.
Step 8: Clean all bathroom fixtures, including sinks, toilets, and showers, and use towels or cloths to dry all
surfaces. This process promotes hygiene as well as cleanliness.
Step 9: Restock bathroom supplies like soap, shampoo, and toilet paper to ensure they are adequately
provided for the next guest's use.
Required Records and Notifications:

Normally, housekeeping staff must maintain records of the rooms they've cleaned, including any issues or
damages that may have arisen. They may be required to fill out checklists to document their tasks for
reporting purposes. They may also need to communicate any unexpected incidents, maintenance requests,
or lost and found items through notifications.
Replenishing Stock Items at the End of a Shift:

Restocking various goods in guest rooms is the responsibility of housekeeping workers in order to guarantee
a comfortable stay. This procedure entails:
• Checking Inventory: To determine what needs to be restocked, housekeeping staff members go over
each room's inventory.
• Restocking Toiletries: Restocks of items including soap, dental kits, bath gel, shampoo and
conditioner, and vanity kits are made as needed.
• Refreshing Beverage Supplies: Sugar, cream, and coffee are refilled to provide guests new choices.
• Water: For the convenience of the guests, make sure the water bottles are refilled.
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• Slippers: Provide new slippers if the existing ones are worn or missing.
Room Status:
The condition of a hotel guest room is termed its "room status." Hotel staff commonly use phrases like
"occupied," "vacant," "due out," and "out of order" to manage room assignments and cleaning schedules.
Room Status Reconciliation Procedures:
In order to guarantee the correct state of guest rooms and their availability, room status reconciliation is an
essential procedure.
• Room Inspection: Each room is carefully inspected by housekeeping workers to ascertain its present
condition.
• Update Cleaning Status: The inspection results are used to assign various statuses to the rooms,
such as "clean," "dirty," or "under maintenance."
• Check-in and Check-out Records: Verify the room occupancy for the day by going over the check-in
and check-out records.
• Verify Reservations: Verify the reservation against the actual occupancy to make sure the room
statuses are correct.
• Room Key Tracking: Make sure that key cards are tracked appropriately, returned upon check-out,
and replaced with fresh ones at check-in.
• Lost and Found Inspection: Look through the lost and found section for anything that might need to
be given back to visitors.
• Maintenance Requests: Examine work orders or maintenance requests for rooms that need to be
repaired or maintained.
• Update Property Management System (PMS): Input gathered information into the Property
Management System (PMS - Symphony) to update room statuses accurately.
• Communication: For a speedy response, report any inconsistencies or problems to the appropriate
departments, such as maintenance, front desk, and cleaning.
• Final Review: To make sure the room status report is accurate and comprehensive, do a final check.
• Report Generation: To give the management team a comprehensive overview of all room states,
generate reports or room status summaries.
• Action on Discrepancies: As necessary, take corrective action in the event that disparities or
problems are found.
• Regular Updates: Regularly reconcile the state of the rooms throughout the day to preserve accurate
real-time data.
• Training and Improvement: To improve accuracy and efficiency, instruct employees on the correct
room status processes.
• Guest Communication: In order to ensure openness and visitor happiness, notify guests of any
delays or problems that can influence their stay or availability of a hotel room.
Terminologies:
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• OOO (Out of Order): Rooms that are not available for sale because they require maintenance,
refurbishing, or extensive cleaning.
• OCC (Occupied Clean): Rooms that are currently occupied by guests and have been serviced by
housekeeping. These rooms are easier to clean than ones where guests have checked out.
• DO (Due Out/Check Out): Rooms that will become vacant once the current guest checks out, settles
their account, and returns the room keys.
• VC (Vacant Clean): Rooms that have been cleaned but not yet inspected. They need a final check
by a supervisor or manager before they are ready for sale.
• VR (Vacant Ready): Rooms that are available for sale. This is the status in which rooms can be sold
to guests.
• VP (Vacant Pick-up): A status that prompts housekeeping to make a final room check and physical
inspection to determine if a room can be released for sale.
• VCI (Vacant, Cleaned, and Inspected): Rooms that are both vacant and have been cleaned and
inspected by the Housekeeping Supervisor.
• VD (Vacant Dirty): Rooms that have been vacated by the previous guest and need cleaning. These
rooms are a top priority for housekeeping.
• EA (Expected Arrival): A list of names of guests who are expected to check in on the current day.
• MUR (Make-Up Room): The process of servicing or cleaning a guestroom that is currently occupied
by a guest.
Swimming Pool - Algae Growth Control:

Maintaining swimming pools on a regular basis and using the right chemicals are crucial for preventing algae
development. Algae development may be inhibited by routinely cleaning the pool, which includes sweeping
the bottom and skimming debris.
Swimming Pool Chemicals:

Chlorine is a common chemical used to maintain swimming pools. Depending on the product and the size of
the pool, there are suggested measures and proper usage for this chemical. For precise and secure use, it's
imperative to adhere to the manufacturer's instructions and seek advice from pool care specialists.
Administration of Equipment and Supplies - Executive Housekeeper:

The selection criteria for the furniture and fittings in the guest rooms are determined by the management and
may vary based on factors such as cost, longevity, visitor comfort, and brand requirements.
Maintenance Schedules
In order to guarantee prompt repairs and replacements, maintenance schedules are usually created for the
fixtures and furnishings in guest rooms. Regular cleaning, planned maintenance, and inspections may all be
part of the schedules. On the other hand, they respond promptly to address any issues that arise.
Lost and Found Policies - Security:
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1. Notification and Handover: When abandoned guest things are discovered on hotel property,
housekeeping is alerted right away. After that, the manager or supervisor of housekeeping is given
the particular item to handle carefully and store safely.
2. Categorization: Lost and found items are categorized as follows:
• Valuable (e.g., jewelry, electronic gadgets, official documents, cash, branded items,
credit/debit cards)
• Non-valuable (e.g., clothes, accessories, medicines, stationery, cosmetics)
• Perishable (e.g., food materials, soft beverages)
• Liquor (alcoholic beverages)
3. Recording in Register: The item is noted in the lost and found register as soon as it has been
identified. To find out if any visitors have reported the missing item, the cleaning supervisor goes to
the front desk. If so, the recovery of the item is communicated to the guest.
This can be done in two ways:
• The guest visits the property to collect their belongings.
• The item is couriered to the guest, and the delivery charges are paid by the guest.
4. Ownership Location: Finding objects in visitors' rooms speeds up the process by making it simpler
to find the owners. Finding things in public spaces, however, might be difficult.
5. Handling Non-Valuable Items: For three months, the cleaning department holds onto non-valuable
objects. Following that, they are handed to any employee who discovered the item.
6. Handling Valuable Items: Items of value are retained for no more than six months. The hotel may put
them up for auction among its employees after this time.
SAFETY AND SECURITY PROCEDURES AND PRACTICES- FOM
At Best Western Plus the Ivywall Hotel in Palawan, safety and security protocols are a top priority to ensure
the protection of lives and property. The hotel has implemented various fire safety measures, including the
placement of smoke detectors, fire extinguishers, and fire alarms throughout the premises. Employees have
received basic first aid and CPR training to handle emergencies, and there are established emergency
response procedures and readily accessible first aid equipment. The hotel maintains on-site security
personnel to oversee the property and ensure the safety of guests and their belongings. Additionally, they
may utilize strategically positioned surveillance cameras for enhanced security.
The hotel's housekeeping team uses a range of Personal Protective Equipment (PPE) to ensure their safety.
This includes aprons for protecting their clothing from dust and chemicals, gloves to shield their hands, and
masks to prevent the inhalation of dust.
LINEN AND LAUNDRY DAILY OPERATIONS- LINEN ATTENDANT
The laundry team employs specialized bins or carts in the laundry area to collect dirty linens from guest
rooms and other areas of the hotel. They take care to handle and segregate soiled linens properly to prevent
cross-contamination. When separating laundry, they consider factors like fabric type, color, and level of
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soiling. This sorting process is essential for maintaining the quality and cleanliness of the linens, ensuring
they are laundered at the appropriate temperatures with the correct detergents.
Before using dryers to dry a load of laundry, the laundry staff must consider factors like fabric type, care
instructions, load size, and desired dryness level. They change how long the laundry is in the dryer and how
hot it gets to make sure the linens don't get ruined. In a laundry that's in the same place as where you stay,
they use a special paper to tell you how much you need to pay for washing your clothes.
When the hotel workers pick up guest's dirty clothes, they use labels or tags with name or room number on
them to know which clothes belong to the guest. Depending on the type of washing machine in use, different
programming methods may be applied, but typically, laundry staff select the appropriate wash cycle, water
temperature, and detergent based on fabric type and soiling level. After sorting the items, they load the
machine, add detergent, and initiate the washing cycle, which may involve multiple cycles of washing, rinsing,
and spinning to ensure thorough cleaning.
Regarding linen inventory management, the hotel has several options. They use computers to keep an eye
on how much stuff they have and order more when they need it. They also count things by hand sometimes
to make sure they're right.
DISCUSS THEIR PAR STOCKING PROCEDURES
The hotel maintains standard levels of supplies, cleaning agents, and guest amenities in the rooms. The
minimum quantity of each item required to meet customer needs and operational standards is known as the
"par level." Hotel staff regularly monitors stock levels to ensure that par levels are maintained and replenished
as needed.
PROCEDURES ON THE FOLLOWING:

It is recommended to assemble a cleaning cart from the bottom up in order to guarantee effective
arrangement and hygiene.
• Linens and Towels: Start at the bottom by placing clean linens and towels on the cart. These are
typically the bulkiest items and create a stable base.
• Paper Products: Above the linens, stack paper products such as tissues, toilet paper, and paper
towels. These are lighter and can be easily accessed when needed.
• Amenities and Cleaning Supplies: On the top shelf, arrange amenities like shampoo, soap, and other
guest supplies. Adjacent to them, position cleaning supplies like sprays, wipes, and brushes for quick
access.
GUESTROOM AMENITIES EQUIPMENT AND SUPPLIES CLEANING CHEMICALS

• Coffee • Flat Sheets • TBC (Toilet Bowl Cleaner)
• Sugar, • Duvet Cover • Disinfectant
• Creamer • Pillowcases • Dishwashing
• Bath Towels • Air Freshener
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• Tissue Boxes
• Toilet Paper • Hand Towels • Glass Cleaner
• Shampoo & Conditioner • Face Towels • Furniture Polisher
• Bath gel • Bath Mats

• Soap • Bathrobe
• Shower cap • Disposable Slippers
• Dental Kit • Cleaning Spray
• Vanity Kit • Cleaning Cloths / Sponges
• Saitary bag • Cleaning Gloves
• Water • Toilet Brush
• Drinking Cups • Window / Mirror Cleaner
• Coffee Cups • Dusting Cloths
• Spoons • Trash Can Liners
HOUSEKEEPING EQUIPMENT, CLEANING MATERIALS AND CHEMICALS
Common cleaning materials and equipment include different types of detergents, disinfectants, and polishers.
Cleaning carts, vacuum cleaners, brooms, and dusters are examples of common cleaning equipment. The
purposes of cleaning materials and equipment can vary. Staff members should be trained in the proper use,
maintenance, and storage of each item, including the safe and effective handling of chemicals.
CLEANING MATERIALS
1. Cleaning Cloths: These are used to dry bathroom walls and floor tiles after cleaning.
2. Sponges are used for cleaning impervious surfaces and are good at absorbing water and water-based
solutions.
3. Hand Brush: Hand brush is used to clean surfaces with hard stains or loose dust that can be easily
removed with brushing.
4. Cleaning Gloves: These gloves protect hands from harsh detergents and other cleaning products.
5. Squeegee: Squeegees are used to remove excessive water from surfaces and corners, speeding up the
drying process.
6. Toilet Brush: This brush is used for cleaning and scrubbing toilet bowls.
7. Dusting cloths: are designed to capture dust rather than pushing it into the air.
8. Trash Can Liners: These are also known as trash bags or garbage bags and make it easy to dispose of
trash while keeping the inside of the trash can clean.
9. Brooms and dust pans: are used to collect dust and garbage from the floor and deposit it into the dustbin.
10. Cart or trolley is used to store all the housekeeping tools for easy transport and organization.
11. Vacuum: Vacuum cleaners are electrical appliances used to clean floors and carpets by suctioning up dirt
and debris.
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These cleaning chemicals play a crucial role in maintaining cleanliness, hygiene, and a pleasant environment
in hotels and other hospitality establishments.
List of various cleaning chemicals and their common uses:

• Toilet Bowl Cleaner (TBC): Designed for cleaning and disinfecting toilet bowls, ensuring a clean and
bacteria-free bathroom without hard stains.
• Disinfectant: Used to disinfect surfaces vulnerable to bacterial contamination, including toilet bowls,
urinals, sinks, and other high-risk areas.
• Dishwashing Liquid: Used for washing dishes and kitchen utensils.
• Air Freshener: Ideal for freshening hotel corridors, washrooms, bathrooms, and reception areas.
These sprays eliminate pungent or foul odors.
• Glass Cleaner: Designed for polishing and cleaning glass surfaces, such as mirrors and windows,
leaving them streak-free and clear.
• Furniture Polisher: Used to clean and polish furniture, enhancing its appearance and longevity.
PROPER HANDLING OF EACH EQUIPMENT AND MATERIALS
• Labeling: Make sure that chemical cleaning products are always clearly and easily readable on their
labels.
• Appropriate Use: Use the appropriate cleaning solution for the given task. For different surfaces and
cleaning objectives, different agents are made.
• Read Product Labels: The product labels contain instructions that should be carefully read and
followed, including suggested dilution ratios and safety measures.
• Skin Contact: Steer clear of cleaning products coming into close touch with your skin to avoid
irritation. Put on the proper safety equipment, such as aprons and gloves.
• Storage: Cleaning supplies should be kept out of children's reach and away from other chemicals in
a safe and secure location.
• Avoid Mixing: Acid cleaning products and other cleansers should never be combined since this might
lead to dangerous chemical reactions.
• Eye Protection: When working with cleaning products, use safety goggles to shield your eyes and
avoid unintentional splashes.
• Spills: Acid cleansers can harm other materials and provide a safety concern, so take care not to
splash or spill them on them.
• Ventilation: To avoid breathing in dangerous fumes, make sure the spaces where you employ acid
cleansers have enough ventilation.
20
CHAPTER III
ASSESSMENT OF IMMERSION PROGRAM
Problems and or concerns encountered before, during, and after immersion

Throughout my immersion program, I encountered numerous challenging situations that ultimately
contributed to my personal growth. Prior to the program's commencement, I had difficulty waking up early,
but as it progressed, this challenge actually turned out to be a valuable lesson. It forced me to become more
efficient with my time management.
Additionally, the immersion program exposed me to the complexities of the hospitality industry, which initially
felt overwhelming. The demanding nature of the hotel environment required me to adapt quickly. I grappled
with juggling my workload, effectively communicating within my team, and finding my footing in a fast-paced
setting.
Post-program, I made a conscious effort to embrace feedback as a means of self-improvement, even though
this wasn't always easy. In hindsight, despite the initial hardships, this immersive experience provided me
with profound insights into the inner workings of the hospitality industry. The challenges I faced ultimately
made the program exceptionally enriching, and I emerged from it as a more resilient and knowledgeable
individual.
What I can recommend for the improvement of the immersion program:
Different Things to Do: Have lots of activities, like games, cultural events, and real-life situations, to get people
involved in different ways.
Use Technology: Use language learning apps and tools to help with the immersion experience. Include
Culture: Add things like music, food, and customs to make the program feel more like the culture.
Check Progress: Give tests to see how well people are learning the language and change the program if
needed.
Get Feedback: Ask people for their thoughts and ideas to make the program better. Help Everyone: Make
sure people at different levels can join and feel included.
Practice Regularly: Tell people to practice the language outside the program to remember it better.
Make It Friendly: Make a nice and safe place where people feel confident using the language.
Keep Getting Better: Always check how the program is doing and make changes based on what people say
and how they're doing.
21
My advice to those who will take their immersion in the near future:
Embrace Cultural Differences: Be open and respectful to the local culture and customs. Try to learn about
the traditions and way of life in the place you're visiting. This will help you connect with the people and make
the most of your experience.
Learn Basic Language Skills: Even if you're not fluent, learning some basic phrases in the local language
can go a long way. Locals appreciate when you make an effort to communicate in their language.
Stay Safe: Prioritize your safety and well-being. Familiarize yourself with local safety guidelines, know
emergency contact numbers, and be cautious when exploring new places.
Keep an Open Mind: Immersion experiences can be challenging, but they also offer incredible opportunities
for personal growth. Be open to new experiences, ideas, and perspectives.
Make Connections: Try to build meaningful connections with the people you meet during your immersion.
These relationships can last a lifetime and provide valuable insights into the local culture.
Document Your Experience: Keep a journal, take photos, or create videos to capture your immersion journey.
It will help you remember the experience and share it with others.
Be Adaptable: Things may not always go as planned. Flexibility and adaptability are key to making the most
of your immersion experience.
Respect the Environment: If you're in a natural or eco-sensitive area, be sure to follow responsible and
sustainable practices to protect the environment.
Seek Guidance: Don't hesitate to ask for advice or guidance from your hosts or program organizers. They
can provide valuable insights and support during your immersion.
Reflect and Learn: After your immersion experience, take time to reflect on what you've learned and how it
has impacted you. This self-reflection can be a valuable part of the experience.
Personal Reflection
I worked in Housekeeping at Best Western Plus The Ivywall Hotel, which was a great learning experience. I
learned that the Housekeeping team works really hard to keep the hotel clean, and they pay close attention
to small details.
Teamwork is super important in Housekeeping. They need to communicate and work together to clean rooms
well. I faced challenges, especially on my first day when I was unsure about what to do, but I learned to
overcome them.
The hotel is very committed to making guests happy, from how they arrange things to how clean the rooms
are. This experience will help me in the future with customer service.
22
In the end, this experience made me more confident, better at handling challenges, and more responsible. I
appreciate the chance to be a part of it.
Recommendations to improve the housekeeping operations
The Ivywall Hotel can make their housekeeping better by using advanced cleaning technologies. They should
consider using robots, UV disinfection, and smart sensors for faster and more effective cleaning. This will
also help the cleaning staff and keep the hotel competitive.
The hotel should make their housekeeping team better through improved training and development
programs. This means teaching them better cleaning methods, time management, and customer service.
Regular workshops and cross-training can help employees grow and be happier in their jobs, which leads to
better guest service.
Being eco-friendly is important, and The Ivywall Hotel can use this as a selling point. They should use green
cleaning products, ask guests to reuse linens and towels, and reduce waste. They can also inform guests
about their efforts to be environmentally friendly, which will attract those who care about the environment.
23
CHAPTER IV
DOCUMENTATION
Upon commencing our duties, the housekeeping

department assigned us the initial task of
observing the room attendants closely. Our
primary objective was to gain insights by watching
them perform their meticulous cleaning and
sanitization routines in guest rooms, which
included tasks like changing bed linens,
replenishing towels, and maintaining the
cleanliness of the bathrooms.
At 8:00 AM each morning, the room attendants, along

with their supervisor, assemble for a daily briefing. In
this session, the front desk furnishes a
comprehensive room list, encompassing arrivals,
rooms that require servicing, and departures. This
list is handed over to the team leader or the
housekeeping supervisor for their guidance.
24
In the subsequent days, the room attendants provided us with demonstrations on how to refresh and
prepare a cozy sleeping setting by replacing bed linens, pillowcases, and towels. Additionally, we
learned how to effectively vacuum the floor to eliminate dust and debris. Another essential skill we
acquired was the proper collection of used linens from guest rooms and other hotel areas, with a
strong emphasis on careful segregation and handling to prevent any risk of cross-contamination.
We carry out thorough sanitation of all bathroom fixtures, encompassing sinks, toilets, and showers.
Subsequently, we meticulously dry all surfaces using towels or rags. This procedure not only
guarantees cleanliness but also actively fosters hygiene standards. Furthermore, we received
training on how to replenish bathroom essentials like soap, shampoo, and toilet paper, ensuring that
they are sufficiently replenished for the convenience of the next guest.
25
Additionally, we engage in linen management. This entails conducting routine physical counts for
tracking purposes, as well as utilizing a computerized system to oversee inventory levels and trigger
reordering when required. The primary objective of this inventory control is to guarantee a
continuous availability of fresh linens while averting the occurrence of shortages or excessive
stockpiling.
We also vacuum the floor of the hallway to remove dust and debris.
26
Part of our responsibilities includes maintaining the cleanliness of the common areas by ensuring
proper furniture arrangement and keeping the floors dust-free.
We ensure all cleaning tools and

equipment are cleaned and
stored correctly to maintain
their good working condition for
the next shift. Completing these
housekeeping tasks before the
shift ends is crucial to
upholding high cleanliness
standards, ensuring a smooth
transition to the next shift, and leaving
a positive impression on guests or occupants. Additionally, it contributes to the overall efficiency
and effectiveness of our housekeeping operations.
27
CHAPTER V
PERTINENT FORMS
DAILY TIME RECORD
28
CERTIFICATE OF COMPLETION
29
EVALUATION FORM
30
31
32
CURRICULUM VITAE
Address: Purok San Juan Bautista, Brgy.

San Manuel, Puerto Princesa City, Palawan
Email: 202290410@psu.palawan.edu.ph
Mobile No. 0919 782 0591
NAME: LAGROSA, AINNIE BELLE F.
Personal Information
Age 19
Date of Birth July 13, 2004
Place of Birth Villa Paz, El Nido, Palawan
Height 147.32 cm
Weight 32 kilograms
Civil Status Single
Nationality Filipino
Religion Roman Catholic
Gender Female
Parents Mr. Roy R. Lagrosa
Mrs. Mayla F. Lagrosa
Educational Background
Tertiary Bachelor of Science in Hospitality Management

Puerto Princesa City, Palawan
AY 2023 - Present
Secondary New Ibajay National High School
New Ibajay, El Nido, Palawan
2020 (Junior)
July 2022 (Senior)
Elementary Villa Paz Elementary School
Villa Paz, El Nido, Palawan
2016
Skills
I have experience in file and photo editing, skilled in using Microsoft Platforms,
resourceful, proficient in problem-solving, and adaptable in diverse situations.
References:
PASION, JUDITH M.
Instructor
0919 825 3119
jpasion@psu.palawan.edu.ph
33
SARAIL, ADLY P. JR.
Instructor
Puerto Princesa City
0927 510 6510
asarail@psu.palawan.edu.ph
TARAIB, ANNA LUCY A.

Mapun, Tawi-Tawi
0909 166 4667
202290414@psu.palawan.edu.ph
I hereby certify that the information above is true and correct to the best of my
knowledge and belief.
LAGROSA, AINNIE BELLE F.

Trainee
34
ANNA LUCY A. TARAIB
CHAPTER II
Communication between the housekeeping department and the front office for arrivals and
departures is crucial to ensure the smooth flow of hotel operations.
Before Arrival:
Prior to a guest's arrival, the front office plays a pivotal role in notifying the housekeeping department. The
front desk provides essential details such as the guest's name, room number, and the expected time of
arrival. With this information, the housekeeping team can make room assignments and prepare the
designated rooms for the incoming guests. Room preferences and special requests, if any, are communicated
to housekeeping to ensure that the rooms meet the guests' expectations. This initial exchange of information
sets the stage for a seamless guest experience.
During Arrival:
As guests begin to arrive at the hotel, housekeeping's preparation comes to the forefront. The housekeeping
staff ensures that the assigned rooms are cleaned, well-maintained, and fully stocked with amenities. Any
last-minute room changes or special requests communicated by the front office are addressed promptly. This
synchronized effort between housekeeping and the front office ensures that guests can check into their rooms
with minimal delay and find them in immaculate condition, leaving a positive first impression.
After Arrival:
Once guests have checked in and settled into their rooms, the coordination between housekeeping and the
front office continues. Housekeeping updates the status of each room in their system, indicating whether it is
dirty, clean, or inspected. This real-time room status information is vital for the front office to manage room
availability and assign rooms to new arrivals efficiently. In the event of guest requests or maintenance issues
reported by guests, this information is relayed from the front desk to housekeeping for immediate attention.
Before Departure:
On the flip side, as guests prepare to check out, the front office notifies housekeeping of impending
departures. This advance notice allows housekeeping to plan room cleaning schedules for the day, ensuring
that rooms are promptly serviced for the next set of guests. Any information about late check-outs or early
departures is communicated, enabling the housekeeping staff to adjust their priorities accordingly.
After Departure:
Following guest departures, housekeeping conducts a thorough inspection of the vacated rooms. They check
for any damages, missing items, or items left behind by the guests. This information is shared with the front
office to facilitate any necessary charges or the return of lost items to their owners. It also aids in maintaining
the overall condition of the hotel and its inventory.
35
GUESTROOM CLEANING

The hotel typically has established cleaning standards and guidelines that housekeeping staff must follow.
Their responsibilities include maintaining cleanliness, tidiness, and overall hygiene in guest rooms and
common areas, ensuring amenities and supplies are in proper working condition, handling lost and found
items, and delivering guest requests.
These staff members are required to thoroughly clean and sanitize guest rooms, changing bed linens,
replenishing towels, and cleaning bathrooms. Additionally, they vacuum, dust, and ensure all surfaces are
spotless. They should conduct regular maintenance checks to report any needed repairs or maintenance
issues to the maintenance department promptly. Housekeepers also restock amenities and supplies in guest
rooms, ensuring that toiletries, coffee, tea, and other essentials are always available.
Housekeeping staff should respond promptly to guest requests for additional supplies, services, or room-
related issues, maintaining a professional and helpful attitude while interacting with guests. They must also
respect guest privacy and the security of their belongings, following a strict protocol when entering guest
rooms and ensuring that doors are securely locked after servicing.

In this hotel, the front desk is responsible for providing a list of rooms that need cto be cleaned during a
specific shift. This list, which includes room numbers, guest names, and any special instructions, is typically
generated through a computerized system. Once the list is generated, it is forwarded to the housekeeping
supervisor.
Every morning at 8:00, the room attendants and their supervisor gather for a briefing. During this meeting,
the front desk provides a list of rooms, including arrivals, makeup, and departures, to the team leader or
housekeeping supervisor . The supervisor then communicates this information to the room attendants, who
receive a worksheet detailing the rooms and their statuses for reference.
The room cleaning priority is as follows:

✓ Occupied rooms with service requests
✓ Rooms blocked for arrivals
✓ Check-out rooms
✓ Occupied rooms

Housekeeping staff typically use a variety of equipment, including vacuum cleaners, brooms, mops, dusters,
cleaning chemicals, and microfiber cloths. Additional equipment may include trash liners, disinfectants, and
cleaning carts.
36
Housekeeping staff at Best Western Plus the Ivywall Hotel must adhere to the hotel's standard etiquette and
security protocols when accessing and entering guest rooms. They should always knock on the door at least
three times, announce themselves by saying "Housekeeping," and wait for the guest to grant permission to
enter. If there is no response, they should wait for a few moments, knock again, and then enter, using a
master key responsibly and only for authorized purposes. Furthermore, if a "Do Not Disturb" sign is displayed
on the door, room entry should only occur in the case of an emergency or as per specific hotel policy. This
ensures that guests' privacy and security are respected at all times.

Certainly, here's the cleaning process at Best Western Plus the Ivywall Hotel.
Step 1. Start by gathering all necessary cleaning supplies and equipment, including solutions, disinfectants,
vacuum cleaner, dusters, and fresh linens.
Step 2. Ensure proper ventilation by opening windows in the room.
Step 3. Promptly remove trash and replace liners in waste bins.
Step 4. Thoroughly dust and wipe down surfaces, including furniture and appliances.
Step 5. Change bed linens, pillowcases, and towels to create a fresh and welcoming sleeping environment.
Step 6. Vacuum the floor to remove dust and debris.
Step 7. Rigorously sanitize high-touch areas such as door handles and remote controls.
Step 8. Sanitize all bathroom fixtures, including sinks, toilets, and showers and after that, dry all the surfaces
with towels or rags. This step not only ensures cleanliness but also promotes hygiene
Step 9. Housekeeping staff refills bathroom amenities such as soap, shampoo, and toilet paper, making sure
they are adequately stocked for the next guest's use.

Housekeeping staff typically need to maintain records of the rooms cleaned, including any issues or damages
encountered. They may need to complete checklists to document their tasks as their report. Notifications may
include reporting lost and found items, maintenance requests, or any unusual incidents.

Housekeeping staff are responsible for restocking various items in guest rooms to ensure a comfortable stay.
This process involves:
• Checking Inventory: Housekeeping staff check the inventory of items in each room to identify what
needs replenishing.
• Restocking Toiletries: Items like bath gel, shampoo & conditioner, dental kits, vanity kits, and soap
are restocked as needed.
• Refreshing Beverage Supplies: Coffee, cream, and sugar are replenished to provide guests with
fresh options.
• Water: Ensure that water bottles are replenished for guest convenience.
37
Room Status:
Room status refers to the condition or status of a guest room in the hotel. Common room status terminologies
include "occupied," "vacant," "due out", and "out of order," These terms help hotel staff understand the current
state of each room and efficiently manage room assignments and cleaning schedule

Room Status Reconciliation is a critical process to ensure the accurate status of guest rooms and their
availability. Here are the steps involved, organized for clarity:
1. Room Inspection: Housekeeping staff inspect each room thoroughly to determine its current status.
2. Update Cleaning Status: Based on the inspection, rooms are marked with different statuses like
"clean," "dirty," or "under maintenance."
3. Check-in and Check-out Records: Review check-in and check-out records to confirm room
occupancy for the day.
4. Verify Reservations: Cross-check reservations with actual occupancy to ensure accurate room
statuses.
5. Room Key Tracking: Ensure proper tracking of key cards, making sure they are returned upon check-
out and new ones issued for check-ins.
6. Lost and Found Inspection: Check the lost and found area for items that may need to be returned to
guests.
7. Maintenance Requests: Review maintenance requests or work orders for rooms under maintenance
or repair.
8. Update Property Management System (PMS): Input gathered information into the Property
9. Communication: Communicate any discrepancies or issues to relevant departments, such as
housekeeping, front desk, and maintenance, for prompt resolution.
10. Final Review: Conduct a final review of the room status report to ensure accuracy and completeness.
11. Report Generation: Generate reports or room status summaries for the management team to have
a clear view of all room statuses.
12. Action on Discrepancies: If discrepancies or issues are identified, take corrective actions as needed.
13. Regular Updates: Perform room status reconciliation regularly throughout the day to maintain
accurate real-time information.
14. Training and Improvement: Provide staff with training on proper room status procedures to enhance
efficiency and accuracy.
15. Guest Communication: Keep guests informed of any delays or issues that may affect their room
availability or stay, ensuring transparency and guest satisfaction.
Terminologies:
38
1. OOO (Out of Order): Rooms that are not available for sale because they require maintenance,
2. OCC (Occupied Clean): Rooms that are currently occupied by guests and have been serviced by
3. DO (Due Out/Check Out): Rooms that will become vacant once the current guest checks out, settles
4. VC (Vacant Clean): Rooms that have been cleaned but not yet inspected. They need a final check
5. VR (Vacant Ready): Rooms that are available for sale. This is the status in which rooms can be sold
to guests.
6. VP (Vacant Pick-up): A status that prompts housekeeping to make a final room check and physical
7. VCI (Vacant, Cleaned, and Inspected): Rooms that are both vacant and have been cleaned and
8. VD (Vacant Dirty): Rooms that have been vacated by the previous guest and need cleaning. These
9. EA (Expected Arrival): A list of names of guests who are expected to check in on the current day.
10. MUR (Make-Up Room): The process of servicing or cleaning a guestroom that is currently occupied
by a guest.

To control algae growth in swimming pools, regular maintenance and proper chemical treatment are
essential. Regularly cleaning the pool, including skimming debris and vacuuming the bottom, helps prevent
algae growth.

Common chemical used to maintain swimming pools include chlorine (for disinfection) Proper usage and
recommended measurements of this chemical vary depending on the specific product and pool size. It's
crucial to follow the manufacturer's instructions and consult with pool maintenance professionals for accurate
and safe usage.

The selection criteria for guest room furniture and fixtures are determined by the management and may vary
based on factors such as brand standards, guest comfort, durability, and budget.
Maintenance schedules
Maintenance Schedules for guest room furniture and fixtures are typically established to ensure timely repairs
and replacements. The schedules may include regular inspections, routine cleaning, and scheduled
maintenance tasks. However, they take action right away if there’s a need to fix.
39
2. Notification and Handover: If unattended guest belongings are found within the hotel premises, the
housekeeping department is immediately notified. The specific item is then handed over to the
housekeeping supervisor or manager for proper handling and safekeeping.
credit/debit cards)
4. Recording in Register: Once the item is identified, it is recorded in the lost and found register. The
housekeeping supervisor checks with the front desk to see if any guest has reported the missing
item. If so, the guest is informed about the item's recovery. This can be done in two ways:
I. The guest visits the property to collect their belongings.
II. The item is couriered to the guest, and the delivery charges are paid by the guest.
5. Ownership Location: It's easier to locate owners if items are found in guests' rooms, expediting the
process. However, finding items in common areas can be more challenging.
6. Handling Non-Valuable Items: Non-valuable items are retained by the housekeeping department for
3 months. Afterward, they are given to any staff member who found the item.
7. Handling Valuable Items: Valuable items are kept for a maximum of 6 months. After this period, the
hotel may auction them among their staff.
In Best Western Plus the Ivywall Hotel in Palawan, the safety and security procedures and practices are
taken seriously to ensure the adequate protection of life and property. To address fire safety, the hotel has
implemented various measures such as installing fire alarms, smoke detectors, and fire extinguishers
throughout the premises.
Regarding accidents, the hotel has trained its staff on basic first aid and CPR. They have designated first aid
kits in easily accessible areas and have emergency response procedures in place to handle any accidents
or medical emergencies that may occur.
In terms of security measures, the hotel employs security personnel who monitor the premises and ensure
the safety of guests and their belongings. They may also have surveillance cameras strategically placed to
enhance security.
As for Personal Protective Equipment (PPE), the housekeeping staff at the hotel uses various items to
ensure their safety. This may include gloves to protect their hands, masks to prevent inhalation of dust or
chemicals, and aprons to protect their clothing.
40
In the laundry area, the laundry staff may have designated bins or carts to collect the soiled linens from guest
rooms or other areas of the hotel. They ensure that the soiled linens are properly segregated and handled to
prevent cross-contamination.
When sorting items for laundering, several factors are taken into account. These may include the type of
fabric, color, and level of soiling. Sorting helps to ensure that items are washed at appropriate temperatures
and with suitable detergents to maintain the quality and cleanliness of the linens.
Before using dryers to dry a wash load, the laundry staff must consider factors such as the fabric type and
care instructions, load size, and desired level of dryness. They may adjust the heat and drying time
accordingly to avoid damaging the linens.
To charge guests for laundry service, an on-premise laundry may use a laundry service form. This form is
used to record the details of the guest's laundry request, including the items being laundered, any special
instructions, and the associated charges. The purpose of this form is to provide a clear record of the
requested services and to facilitate billing and tracking.
When collecting guest clothing for laundering, the hotel staff may use a tagging system or a room assignment
system to track which guest/room each item belongs to. They may attach tags or labels to the items with the
guest's name or room number to ensure proper identification and prevent mix-ups.
In terms of washing machine programming, the specific procedures may vary depending on the type of
washing machine used. However, generally, the laundry staff would select the appropriate wash cycle, water
temperature, and detergent based on the fabric type and level of soiling. They would load the machine with
the sorted items, add detergent, and start the washing process. The machine may go through multiple cycles
of washing, rinsing, and spinning to ensure thorough cleaning.
As for linen inventory, the hotel may implement various methods to keep track of their linen stock. This could
include regular physical counts for tracking, and a computerized system to monitor inventory levels and
reorder when necessary. The purpose of this inventory management is to ensure an adequate supply of
clean linens at all times and to prevent shortages or overstocking.
The hotel maintains par levels for guest room amenities, equipment and supplies, and cleaning chemicals.
Par levels refer to the minimum quantity of each item that should be available at all times to meet guest needs
and operational requirements. The hotel staff regularly checks the stock levels and replenishes items as
needed to maintain par levels.
41
When stocking a cleaning cart, it's best to work from the bottom up to ensure efficient organization and
cleanliness.
access.

• Tissue Boxes • Bath Towels • Air Freshener
As for housekeeping equipment, cleaning materials, and chemicals, there are various items that may be
used. Some common equipment includes vacuum cleaners, brooms, dusters, and cleaning carts. Cleaning
materials may include different types of detergents, disinfectants, and polishers. The purpose of each
equipment and material may vary. Proper handling of equipment and materials is crucial to ensure their
effective and safe use. Staff should be trained on the correct operation and maintenance of each item,
including proper storage, handling, and disposal of chemicals.
42
CLEANING MATERIALS
solutions.
drying process.
and debris.
CLEANIMG MATERIALS
These cleaning chemicals play a crucial role in maintaining cleanliness,

hygiene, and a pleasant environment in hotels and other hospitality
establishments.

43
• Labeling: Always ensure that chemical cleaning agents are properly labeled, and the labels are clear
and easy to read.
• Appropriate Use: Use the right cleaning agent for the specific task. Different agents are designed for
various surfaces and cleaning purposes.
• Read Product Labels: Carefully read and follow the instructions on the product labels, including
recommended dilution ratios and safety precautions.
• Skin Contact: To prevent skin irritations, avoid direct skin contact with cleaning agents. Wear
appropriate protective gear like gloves and aprons.
• Storage: Store cleaning agents in a safe and secure place, away from other chemicals and out of
reach of children.
• Avoid Mixing: Never mix acid cleaning agents with other cleaners, as this can create hazardous
chemical reactions.
• Eye Protection: Protect your eyes by wearing safety goggles when handling cleaning agents to
prevent accidental splashes.
• Spills: Take precautions to avoid splashing or spilling acid cleaners on other materials, as they can
cause damage and pose safety risks.
• Ventilation: Maintain proper ventilation in the areas where you use acid cleaners to prevent inhalation
of harmful fumes.
44
CHAPTER III
Problems and/or concerns encountered before, during, and after immersion:

Throughout the immersion program, I’ve encountered a series of formidable challenges and
concerns that tested my abilities and led to significant personal growth.
Before the Immersion: On the first day, I faced unexpected issues that made me arrive late, which was
frustrating. Additionally, my lack of familiarity with the hospitality industry initially overwhelmed me, setting
the stage for a challenging start.
During the Immersion: Managing workload and time effectively, especially during peak periods, was a
constant struggle. The team faced communication problems, which hindered our efficiency. Adapting to the
fast-paced and ever-changing hotel environment required dedicated effort.
After the Immersion: Post-program, my focus shifted towards embracing constructive feedback for personal
growth. Accepting critique and making necessary changes presented unique challenges. Despite these
hurdles, these experiences provided invaluable insights into the hospitality industry, honed my skills, and
made the immersion program an incredibly enriching journey.
My recommendations for the improvement of the immersion program are:

• Technology Training: Incorporate training on hotel management software, booking systems, and
other relevant technology to ensure trainees are well-versed in the tools used in the industry.
• Mock Scenarios: Conduct scenario-based training where trainees can practice handling common
situations they might encounter in their roles, like check-in issues, guest complaints, or emergency
procedures.
• Professional Development Opportunities: Provide information about professional associations and
opportunities for career advancement within the hospitality industry.
• Industry Trends: Keep trainees updated on the latest trends and innovations in the hospitality
industry, such as contactless check-in, sustainability initiatives, and digital marketing.
• Performance Evaluation: Implement periodic performance evaluations to give trainees constructive
feedback on their strengths and areas for improvement.
My advice to those who will take their immersion in the near future:
Be ready, or atleast have a background check of the hotel, be responsible of your actions because every
action has its consequences. Embrace the opportunity, be encouraged to fully engage with the experience
and be open to new perspectives. Keep an open mind, observe and learn from their experiences and adapt
as needed. Prepare for challenges: Remember that immersion can be challenging, but overcoming obstacles
is part of the learning process. Stay safe, be cautious and aware of your surroundings. And lastly enjoy the
journey, remember to enjoy your immersion while learning and make the most of this unique opportunity.
45
Personal Reflection
I had the chance to work in the Housekeeping department at Best Western Plus The Ivywall Hotel and it was
an eye-opening experience in many ways. First, I learned how hard the Housekeeping team works to keep
the hotel clean and comfy for guests. They pay attention to even the smallest details, and it made me realize
how important their job is in the hotel industry. I also saw how teamwork is vital in Housekeeping. Everyone
needs to communicate well and work together to make sure every room is cleaned perfectly. It showed me
how working together is essential.
I faced challenges too, especially when It was my first day of duty wherein I don't have any idea of what to
do, and I'm still hesitant to ask questions to the room attendant that was assigned to me but then I was able
to make it. The hotel's focus on providing guests satisfaction was clear. Every little thing, from how amenities
are set up to how clean the rooms are, matters. This experience will shape how I approach customer service
in the future.
My experience has boosted my confidence and made me more resilient when dealing with challenges. It has
also instilled in me a strong sense of responsibility and a greater understanding of the dedication required to
offer outstanding hospitality services. I'm grateful for the opportunity to be a part of it.
Recommendations to improve the housekeeping operations
• Implement Advanced Cleaning Technologies

To improve housekeeping operations, The Ivywall Hotel should consider investing in advanced cleaning
technologies. Automated room-cleaning robots, ultraviolet (UV) disinfection systems, and smart sensors can
significantly enhance the speed and effectiveness of cleaning processes. These technologies not only ensure
higher cleanliness standards but also reduce the physical strain on housekeeping staff. By incorporating
these innovations, the hotel can provide a safer and more efficient cleaning environment while maintaining a
competitive edge in the industry.
• Enhance Training and Development Programs
A well-trained and motivated housekeeping team is crucial for the hotel's success. The Ivywall Hotel should
establish comprehensive training and development programs for its housekeeping staff. Training should
cover cleaning techniques, time management, and customer service skills. Regular workshops and cross-
training opportunities can help employees grow in their roles and improve their overall job satisfaction.
Motivated and well-trained staff will undoubtedly reflect in the quality of service provided to guests.
7. Implement Sustainable Practices
Sustainability is a growing concern for guests and can be a unique selling point for The Ivywall Hotel.
Implementing sustainable housekeeping practices not only benefits the environment but also reduces
operational costs. The hotel can introduce eco-friendly cleaning products, encourage the reuse of linens and
towels, and minimize waste generation. Moreover, guests can be educated about the hotel's sustainability
efforts, creating a positive image and attracting environmentally conscious trave
46
47
CHAPTER IV
DOCUMENTATION
We were given the task of observing and learning from each room attendant on our first day of work
as they meticulously cleaned and sanitized guest rooms, replacing bed linens, restocking towels,
and maintaining bathrooms.
The room attendants and their supervisor get together for a briefing every morning at 8:00. The front
desk gives the team leader or housekeeping supervisor a list of rooms, along with information on
arrivals, makeup, and departures, during this meeting. The supervisor will then designate each room
attendant to the guestrooms that need to be cleaned.
48
The room attendants showed and instructed us on how to change the towels, pillowcases, and bed
linens in order to create a clean and cozy sleeping space on the ensuing days. To get rid of dust and
debris, we also vacuum the floor. We gather the dirty sheets from the hotel's guest rooms and other
areas. We make sure they are handled and separated appropriately to avoid cross-contamination.
All of the bathroom's fixtures, such as sinks, urinals, and showers, are cleaned and then dried with
cloths or towels. This procedure guarantees hygienic conditions while also encouraging cleanliness.
We also learned how to restock toilet paper, shampoo, and soap in the bathrooms so that the
following guests has enough of these supplies.
49
In addition, we inventory linens. A computerized system to track inventory levels and place reorders
as needed might be part of this, as well as routine physical counts for tracking. Maintaining a
sufficient supply of clean linens at all times and avoiding shortages or overstocking are the goals of
inventory management.
To get rid of dust and debris, we also vacuum the hallway's floor.
We also have the responsibility of cleaning the common area. We make sure there is no dust on the
floor and that the furniture is properly arranged.
50
We make sure that all cleaning tools and equipment are properly cleaned and stored so they are ready
for use during the next shift. Before the end of the shift, finish these housekeeping chores to maintain
a high standard of cleanliness, facilitate a seamless transition for the following shift, and make a
good impression on visitors or tenants. It additionally enhances the general efficacy and efficiency
of housekeeping operations.
51
CHAPTER V
PERTINENT FORMS
DAILY TIME RECORD (DTR)
52
53
EVALUATION FORM
54
CURRICULUM VITAE
Address: Brgy. Tiniguiban, Puerto Princesa City
email: annalucytaraib1016@gmail.com
mobile no. 09091664667
NAME: TARAIB, ANNA LUCY A.
Age 19
Date of Birth November 06, 2003
Place of Birth Mapun, Tawi-Tawi
Height 154.94 cm
Weight 45 kilograms
Civil Status Single
Religion Islam
Gender Female
Parents Mr. Alnam Taraib
Mrs. Lucita Taraib

AY 2021 - Present
Secondary Notre Dame of Cagayan
Mapun, Tawi-Tawi
2019 ( Junior )
July 2021 ( Senior )
Elementary Lupa Pula Central ElementarySchool
Mapun Tawi-Tawi
2015
Skills
I am flexible in adapting to different settings, skilled in effective communication. I am

knowledgeable in basic microsoft office like powerpoint, excel and word, enthusiastic
about learning, open to new perspectives and experiences, and fully committed to
working collaboratively in a team.
References:
ADLY P. SARAILJR.
Instructor
55
09275106510
JUDITH M. PASION
Instructor
09198253119
ANNA LUCY A. TARAIB

Trainee
56
FLODDY L. DELALAMON
CHAPTER II
The housekeeping department of a hotel or other institution needs Standard Operating Procedures
(SOPs) to make sure that cleaning and maintenance are done effectively and consistently.
Before Arrival:
Standard operating procedures must be followed before guests arrive to ensure that the guest rooms and
common areas are neat, comfortable, and ready for their arrival. Maintaining a high level of cleanliness and
guest pleasure is made easier by these procedures. The front desk alerts the cleaning staff in advance of a
guest's arrival. Important information including the guest's name, room number, and anticipated arrival time
are given by the front desk. The housekeeping staff may allocate rooms and get the reserved rooms ready
for the new visitors using this information. To make sure the rooms live up to the guests' expectations, please
let housekeeping know about any particular requests or preferences you may have for your stay. This basic
information exchange sets the groundwork for a great visitor experience.
During Arrival:
Housekeeping standard operating procedures (SOPs) are essential to providing guests with an efficient and
satisfying arrival experience. Housekeeping's preparations take priority as guests start to arrive at the hotel.
The cleaning crew makes sure the designated rooms are tidy, well-maintained, and supplied with all the
necessities. Requests for specific accommodations or last-minute adjustments in rooms sent to the front desk
are quickly attended to. In order to provide a good first impression, cleaning and front desk work in tandem
to guarantee that visitors may check into their rooms as soon as possible and that they are spotless.
After Arrival:
The cleaning and front desk continue to coordinate after visitors have checked in and settled into their rooms.
Every room's status is updated in the housekeeping system, showing if it is inspected, clean, or unclean. For
the front desk to effectively manage room availability and allocate rooms to new arrivals, real-time room
status information is essential. When visitors report maintenance problems or make requests, the front desk
notifies housekeeping so that it may be fixed right away.
Before Departure:
Conversely, as visitors get ready to leave, the front desk alerts housekeeping about upcoming departures.
With this prior notification, housekeeping can arrange daily room cleaning schedules and guarantee that
rooms are ready for the following group of visitors on time. The cleaning crew is informed of any early
departures or late check-outs, so they can reorganize their priorities.
57
After Departure:
After guests check out, cleaning thoroughly inspects the rooms they have left behind. They look for any
damage, lost, or abandoned property from the visitors. To enable any required charges or the restitution of
misplaced things to their owners, this information is shared with the front office. It also helps to keep the
hotel's inventory and general state in good shape.
GUESTROOM CLEANING

Housekeeping employees are usually required to adhere to the cleanliness standards and criteria set by the
hotel. They are responsible for keeping the common spaces and guest rooms tidy and hygienic, as well as
for managing lost and found goods, delivering requests from visitors, and making sure that utilities and
supplies are functioning properly.
These employees are in charge of giving guest rooms a complete cleaning and sanitization, as well as
replacing bed sheets, restocking towels, and maintaining bathrooms. They also make sure all surfaces are
immaculate, vacuum, and dust. In order to swiftly notify the maintenance staff of any necessary repairs or
maintenance concerns, they should do routine maintenance inspections. Additionally, housekeepers
replenish guest rooms' amenities and supplies, making sure that basic necessities like toiletries, coffee, and
tea are always accessible.
When customers ask for extra supplies, services, or help with problems relating to their rooms, housekeeping
personnel should attend to them right away and operate in a courteous and accommodating manner. In
addition, they have to adhere to tight guidelines while accessing guest rooms, protect the privacy of their
patrons, and make sure that doors are safely shut after services.

A list of the rooms that need to be cleaned during a certain shift must be provided by the front desk of this
hotel. Room numbers, guest names, and any specific instructions are included in this list, which is usually
produced by a computerized system. The list is prepared and then sent to the supervisor of housekeeping.
The room attendants' supervisor meets with them every morning at 8:00 to give a briefing. The team leader
or cleaning supervisor receives a list of rooms, together with information on arrivals, makeup, and departures,
from the front desk at this meeting. The room attendants receive a paper outlining the rooms and their
statuses for reference once the supervisor relays this information to them.
The room cleaning priorities are occupied rooms with service requests, rooms blocked for arrivals, check-out
rooms and occupied rooms.
58
The equipment used by housekeeping personnel usually consists of vacuum cleaners, brooms, dusters,
mops, and microfiber cloths. Cleaning carts, disinfectants, and garbage liners are examples of additional
equipment.

When accessing and entering guest rooms, housekeeping personnel at Best Western Plus the Ivywall Hotel
are required to follow the hotel's established etiquette and security measures. They should always say
"Housekeeping," knock on the door three times, and wait for the visitor to give them permission to enter. They
should knock again after a short while if no one answers, wait a little while, and then enter using a master
key only when permitted. Furthermore, access to the room should only be granted in an emergency or in
accordance with the hotel's special policies if a "Do Not Disturb" sign is posted on the door. This guarantees
the protection and privacy of visitors at all times.

Cleaning process at Best Western Plus the Ivywall Hotel
Step 1. Assemble all required cleaning tools and materials, such as dusters, vacuum cleaners, solutions, and
disinfectants, before beginning.
Step 2. Make sure the room has enough airflow by opening the windows..
Step 3. Empty garbage containers promptly and replace the liners.
Step 4. Dust and clean all surfaces, including appliances and furniture, properly.
Step 5. To create a clean and inviting sleeping environment, change the towels, pillowcases, and bed sheets.
Step 7. High-touch locations like door knobs and remote controls should be thoroughly sanitized.
Step 8. Clean all bathroom fixtures, such as sinks, toilets, and showers, and then use towels or rags to dry
all the surfaces. This procedure encourages hygiene in addition to ensuring cleanliness.
Step 9. To ensure that the restrooms are sufficiently supplied for the use of the following visitor, housekeeping
personnel replenishes supplies like soap, shampoo, and toilet paper.

Typically, housekeeping employees are required to retain records of the rooms they clean, along with any
problems or damages that may have occurred. Checklists might need to be completed in order for them to
record their duties for their report. Notifications might be sent out of any unexpected occurrences,
maintenance requests, or lost and recovered objects.

Restocking various goods in guest rooms is the responsibility of housekeeping workers in order to guarantee
a comfortable stay. This procedure entails:
• Checking Inventory: To determine what needs to be restocked, housekeeping staff members go over
each room's inventory.
59
• Restocking Toiletries: Restocks of items including soap, dental kits, bath gel, shampoo and
conditioner, and vanity kits are made as needed.
• Refreshing Beverage Supplies: Sugar, cream, and coffee are refilled to provide guests new choices.
• Water: For the convenience of the guests, make sure the water bottles are refilled.
Room Status:
A hotel guest room's state or condition is referred to as its "room status." Common room status phrases that
hotel workers often use to manage room assignments and cleaning schedules include "occupied," "vacant,"
"due out," and "out of order."

In order to guarantee the correct state of guest rooms and their availability, room status reconciliation is an
essential procedure.
1. Room Inspection: Each room is carefully inspected by housekeeping workers to ascertain its present
condition.
2. Update Cleaning Status: The inspection results are used to assign various statuses to the rooms,
such as "clean," "dirty," or "under maintenance."
3. Check-in and Check-out Records: Verify the room occupancy for the day by going over the check-in
and check-out records.
4. Verify Reservations: Verify the reservation against the actual occupancy to make sure the room
statuses are correct.
5. Room Key Tracking: Make sure that key cards are tracked appropriately, returned upon check-out,
and replaced with fresh ones at check-in.
6. Lost and Found Inspection: Look through the lost and found section for anything that might need to
be given back to visitors.
7. Maintenance Requests: Examine work orders or maintenance requests for rooms that need to be
repaired or maintained.
9. Communication: For a speedy response, report any inconsistencies or problems to the appropriate
departments, such as maintenance, front desk, and cleaning.
10. Final Review: To make sure the room status report is accurate and comprehensive, do a final check.
11. Report Generation: To give the management team a comprehensive overview of all room states,
generate reports or room status summaries.
12. Action on Discrepancies: As necessary, take corrective action in the event that disparities or
problems are found.
13. Regular Updates: Regularly reconcile the state of the rooms throughout the day to preserve accurate
real-time data.
60
14. Training and Improvement: To improve accuracy and efficiency, instruct employees on the correct
room status processes.
15. Guest Communication: In order to ensure openness and visitor happiness, notify guests of any
delays or problems that can influence their stay or availability of a hotel room.
Terminologies:
to guests.
by a guest.

Maintaining swimming pools on a regular basis and using the right chemicals are crucial for preventing algae
development. Algae development may be inhibited by routinely cleaning the pool, which includes sweeping
the bottom and skimming debris.

Chlorine is a common chemical used to maintain swimming pools. Depending on the product and the size of
the pool, there are suggested measures and proper usage for this chemical. For precise and secure use, it's
imperative to adhere to the manufacturer's instructions and seek advice from pool care specialists.
61
The selection criteria for the furniture and fittings in the guest rooms are determined by the management and
may vary based on factors such as cost, longevity, visitor comfort, and brand requirements.
In order to guarantee prompt repairs and replacements, maintenance schedules are usually created for the
fixtures and furnishings in guest rooms. Regular cleaning, planned maintenance, and inspections may all be
part of the schedules. On the other hand, they respond promptly to address any issues that arise.

1. Notification and Handover: When abandoned guest things are discovered on hotel property,
housekeeping is alerted right away. After that, the manager or supervisor of housekeeping is given
the particular item to handle carefully and store safely.
credit/debit cards)
3. Recording in Register: The item is noted in the lost and found register as soon as it has been
identified. To find out if any visitors have reported the missing item, the cleaning supervisor goes to
the front desk. If so, the recovery of the item is communicated to the guest.
This can be done in two ways:
I. The guest visits the property to collect their belongings.
II. The item is couriered to the guest, and the delivery charges are paid by the guest.
4. Ownership Location: Finding objects in visitors' rooms speeds up the process by making it simpler
to find the owners. Finding things in public spaces, however, might be difficult.
5. Handling Non-Valuable Items: For three months, the cleaning department holds onto non-valuable
objects. Following that, they are handed to any employee who discovered the item.
6. Handling Valuable Items: Items of value are retained for no more than six months. The hotel may put
them up for auction among its employees after this time.
To guarantee the correct protection of life and property, the safety and security protocols and practices are
taken seriously at the Best Western Plus the Ivywall Hotel in Palawan. The hotel has put in place a number
of fire safety precautions, including placing smoke detectors, fire extinguishers, and fire alarms throughout
the building. The hotel has provided basic first aid and CPR training to its employees in case of an emergency.
They have emergency response protocols in place to deal with any accidents or medical situations that may
arise, as well as first aid equipment placed in conveniently located locations. The hotel has security staff on
62
staff who keep an eye on the property and make sure visitors and their valuables are secure. In order to
improve security, they could also have strategically positioned surveillance cameras.
The hotel's housekeeping team employs a variety of products as Personal Protective Equipment (PPE) to
make sure they are safe. This might include aprons to shield their clothes from dust and chemicals, gloves
to protect their hands, and masks to keep them from breathing in dust.
The laundry crew may use special bins or carts in the washing area to gather the filthy linens from the guest
rooms and other parts of the hotel. To avoid cross-contamination, they make sure that the soiled sheets are
handled and separated appropriately. There are a few considerations while separating clothes for washing.
The kind of cloth, color, and degree of soiling are a few examples of these. Sorting aids in preserving the
quality and cleanliness of the linens by ensuring that items are laundered at the proper temperatures and
with the right detergents.
The laundry staff has to think about the kind of cloth, care instructions, load size, and desired level of dryness
before utilizing dryers to dry a wash load. To prevent causing damage to the linens, they might modify the
drying time and heat appropriately. An on-premise laundry may utilize a laundry service form to bill visitors
for laundry services. The information about the guest's washing request, such as the things being laundered,
any specific instructions, and the related costs, are entered into this form. This form is intended to help with
billing and tracking by giving a clear record of the services that have been ordered.
To identify whose visitor or room each item belongs to while gathering guest clothes for laundry, hotel workers
utilize a tagging system or a room assignment system. on guarantee accurate identification and avoid
confusion, they can affix tags or labels bearing the guest's name or room number on the objects.
However, depending on the kind of cloth and degree of soiling, the laundry staff would typically choose the
proper wash cycle, water temperature, and detergent. After sorting the goods, they would load the machine,
add detergent, and begin the washing cycle. To guarantee a complete cleaning, the machine may go through
several cycles of washing, rinsing, and spinning.
Regarding linen inventory, the hotel has a number of options for managing its supply of linens. They keep
track of their inventory using computers, placing orders for additional when necessary, or verify their accuracy
manually as well.
63
The hotel keeps supplies and equipment, cleaning agents, and amenities in guest rooms at standard
standards. The minimal amount of any item that must always be on hand to satisfy customer demands and
operational requirements is referred to as the par level. To keep par levels, the hotel staff constantly monitors
the stock levels and replaces as necessary.

access.

64
Standard cleaning tools and materials include a variety of detergents, disinfectants, and polishers. Dusters,
brooms, vacuum cleaners, and cleaning trolleys are examples of common cleaning supplies. Cleaning
materials and equipment have different applications.
CLEANING MATERIALS
solutions.
drying process.
and debris.
These cleaning chemicals play a crucial role in maintaining cleanliness, hygiene, and a pleasant environment
in hotels and other hospitality establishments.

65
• Labeling: Make sure that chemical cleaning products are always clearly and easily readable on their
labels.
• Appropriate Use: Use the appropriate cleaning solution for the given task. For different surfaces and
cleaning objectives, different agents are made.
• Read Product Labels: The product labels contain instructions that should be carefully read and
followed, including suggested dilution ratios and safety measures.
• Skin Contact: Steer clear of cleaning products coming into close touch with your skin to avoid
irritation. Put on the proper safety equipment, such as aprons and gloves.
• Storage: Cleaning supplies should be kept out of children's reach and away from other chemicals in
a safe and secure location.
• Avoid Mixing: Acid cleaning products and other cleansers should never be combined since this might
lead to dangerous chemical reactions.
• Eye Protection: When working with cleaning products, use safety goggles to shield your eyes and
avoid unintentional splashes.
• Spills: Acid cleansers can harm other materials and provide a safety concern, so take care not to
splash or spill them on them.
• Ventilation: To avoid breathing in dangerous fumes, make sure the spaces where you employ acid
cleansers have enough ventilation.
66
CHAPTER III
Problems and/or concerns encountered before, during, and after immersion:

I've had a variety of issues and worries before, during, and after the immersion in housekeeping operations.
Before Immersion, I was worried that there could be a lack on safety precautions and housekeeping practices,
which might cause inefficiencies and accidents because housekeeping and other chores can be difficult to
balance, which can cause stress and exhaustion. I was worried as well if my prior knowledges are enough to
be able to perform my role in the duty.
During Immersion, I've experienced that the physically demanding nature of housework results in fatigue,
muscular pain, and even injury if performed incorrectly. Additionally, when I handled cleaning products and
chemicals improperly, it caused skin irritation. Housekeeping activities, especially those that take a while,
can become boring and demoralizing. It might be stressful to finish housekeeping chores by a certain time,
like at a workplace.
After Immersion, I discovered that maintaining a clean and organized environment over time requires regular
effort and that if this part is ignored, the initial issues may arise. Cleaning materials should be disposed of
properly to protect the environment, even when using certain chemicals may be hazardous. Without the
appropriate techniques or protocols, housekeeping standards could change over time.

Institution should enhance more about appropriate training, safety precautions, time management, and the
usage of eco-friendly products to address those issues. As I’ve mentioned that there could be lack on safety
precautions that I’ve observed during duty, proper monitoring and mentoring should be considered more to
handle housekeeping tasks may assist maintain a clean and secure atmosphere without overburdening staff.
Additionally, regular evaluations and modifications to cleaning practices can lessen these worries and boost
overall efficiency.
My advice to those who will take their immersion in the near future
For students who are ready to begin a housekeeping immersion or internship, my advice is make the most
of your experience, but learn the fundamentals first. Learn the fundamentals of housekeeping, including
cleaning methods, safety procedures, and how to utilize cleaning materials and equipment properly. then
dress appropriately. Make sure you are dressed appropriately for the job, particularly with comfortable, long-
lasting apparel and non-slip shoes. Observe any special attire or uniform guidelines set out by your location.
Know the rules of safety and follow them. This includes being able to move heavy things safely, avoid slipping,
tripping, and falling, and handle cleaning chemicals properly. Before beginning your immersion, discuss any
uncertainties or questions you may have with your mentor or supervisor.
67
Personal Reflection
There are so many things I’ve learned during the immersion program in housekeeping operations that could
be applicable in the near future. I’ve learned the fundamentals of housekeeping, including cleaning methods,
safety procedures, and how to utilize cleaning materials and equipment properly. I always made sure that I
am dressed appropriately for the job, particularly with comfortable, long-lasting apparel and non-slip shoes,
because the supervisor of the housekeeping department is strict in this rule because it is for our own safety
and so that we can be comfortable as well. Rules of safety are my top priority to follow them. This includes
being able to move heavy things safely, avoid slipping, tripping, and falling, and handle cleaning chemicals
properly. I am personally grateful for the experience in the hotel and staffs are very accommodating and I’ve
learned so much from them.
Recommendations to improve housekeeping operations:
Improving housekeeping operations is essential for maintaining a clean, safe, and efficient environment. Here
are some of my recommendations to enhance housekeeping operations:
There should be an enhancement in SOPs for all housekeeping tasks, including cleaning, room preparation,
and maintenance. Ensure that all staff are trained in these procedures.
Regular training should be provided to housekeeping staff to enhance their skills and knowledge. Training
should cover cleaning techniques, safety protocols, and the proper use of equipment and cleaning agents.
Housekeeping management should implement trainings as well in using software to streamline scheduling,
task assignment, and inventory management. Technology can also help track performance and identify areas
for improvement.
Maintain a well-organized inventory of cleaning supplies and equipment. Implement systems for tracking and
restocking supplies to prevent shortages and wastage.
The management should promote more eco-friendly cleaning practices such as using green cleaning
products, and minimize water and energy consumption. Reducing environmental impact is not only
responsible but can also lead to cost savings.
Prioritize safety for both employees and occupants, especially for the trainees. They should always see to it
that trainees wear appropriate personal protective equipment (PPE) and are well-trained in the safe handling
of cleaning chemicals and equipment.
Optimize work schedules to make the most efficient use of staff time. Minimize downtime between tasks and
reduce unnecessary travel within a facility.
Management should foster open communication and teamwork among housekeeping staff and the trainees.
Encourage them to collaborate and support one another to achieve common goals.
68
CHAPTER IV
DOCUMENTATION
On the first day of our duty, housekeeping

department tasked us to just observe the
room attendants and learn from them as they
thoroughly clean and sanitize guest rooms,
changing bed linens, replenishing towels,
and cleaning bathrooms.
Every morning at 8:00, the room

attendants and their supervisor gather
for a briefing. During this meeting, the
front desk provides a list of rooms,
including arrivals, makeup, and
departures, to the team leader or
housekeeping supervisor.
On the following days, the room attendants showed us change bed linens, pillowcases, and towels
to create a fresh and welcoming sleeping environment. We also vacuum the floor to remove dust and
debris. We collect the soiled linens from guest rooms or other areas of the hotel. We ensure that they
are properly segregated and handled to prevent cross-contamination.
69
We sanitize all bathroom fixtures including sinks, toilets, and showers and after that, dry all the
surfaces with towels or rags. This step not only ensures cleanliness but also promotes hygiene. We
were also taught how to refill bathroom amenities such as soap, shampoo, and toilet paper, making
sure they are adequately stocked for the next guest's use.
We also do linen inventory. This could include regular physical counts for tracking, and a
computerized system to monitor inventory levels and reorder when necessary. The purpose of this
inventory management is to ensure an adequate supply of clean linens at all times and to prevent
shortages or overstocking.
We also vacuum the floor of the hallway to remove dust and debris.
70
Cleaning the public area is
also in the scope of our work.
We ensure the furniture is
arranged correctly and that the
floor is free of dust.
We clean and store all cleaning equipment and tools properly,

ensuring they are in good working condition for the next shift.
Completing these housekeeping tasks before the end of the
shift helps maintain a high standard of cleanliness, ensures a
smooth transition for the next shift, and leaves a positive
impression on guests or occupants. Additionally, it contributes
to the overall efficiency and effectiveness of housekeeping
operations.
71
CHAPTER V
PERTINENT FORMS
DAILY TIME RECORD
72
73
EVALUATION FORM
74
75
76
CURRICULUM VITAE
Sunflower St., Brgy. San Miguel

201980145@psu.palawan.edu.ph
09923253004
FLODDY LABAJO DELALAMON

Age 22
Place of Birth General Trias, Cavite
Height 170cm
Weight 82 kilograms
Civil Status Single
Gender Male
Parents Florentino Delalamon
Florifina Delalamon
Work Experience
Food Panda Rider

Rider
June 1, 2023 - July 30, 2023
As a rider, I was able to provide good customer service by delivering food in a
timely, cordial manner. I also ensure orders are delivered accurately and in good
condition. It was my job to communicate any issues or delays and resolve
problems efficiently as I represent the company by driving safely, with good
judgment and respect to customers.
That Thing Called Yum

Cook
Brgy. San Pedro, Puerto Princesa City
May 20, 2022 – August 20, 2022
I was able to plan, prepare, and cook food items to ensure the quality service and
experience for customers. I also help keep the kitchen organized and running
efficiently. It was also my job to ensure the proper food handling, sanitation and
following food storage procedures.
Weng’s Wings
Cook
Brgy. Bancao-Bancao, Puerto Princesa City, Palawan
June 1, 2021 - August 30, 2021
To guarantee the quality of the service and the experience for the consumers, I
plan, prepare, and cook dishes. I also contribute to the effective operation and
organization of the kitchen. Additionally, it was my responsibility to assure safe
food handling, sanitation, and adherence to food storage guidelines.
Katrinka’s Kitchen Catering Services
77
Food and Beverage Server
Brgy. San Manuel, Puerto Princesa City, Palawan
2018-2019
It was my job to take orders, provide guests with food and drink, make sure they
are happy with their dining experience, accept payments from customers, and
promptly address complaints and other issues as they arise.
Training, Seminar and Workshop

AKC Country Home - Katrinka’s Kitchen Catering Services
Basic Food and Beverage Training and Seminar
San Manuel Puerto Princesa Palawan
March, 2018
AY 2022 - Present
Secondary San Miguel National High School
2016 (Junior)
Mandaragat San Miguel Senior High School
2019 (Senior)
Elementary Mateo Jagmis Memorial Elementary School
2012
Skills
I am a detail-oriented person with quick learning and flexibility skills especially in
Food Industry where I can work under pressure. I also have a strong driving record
with good knowledge in safety regulations and traffic laws. I have basic knowledge
in MS Office and good in verbal and non-verbal communication skills.
References:
ADLY P. SARAIL JR.

Instructor
09275106510
JUDITH M. PASION
Instructor
09198253119
MONNETTE HERNANDEZ
Weng's Wings Owner
09203678718
FLODDY L. DELALAMON
Trainee
78
KAREL IRA RODRIGUEZ
CHAPTER II
Before arrival, the hotel sends an email or text message to the guest confirming their reservation and
providing them with instructions on how to proceed upon arrival. This includes information on check-in
procedures, room availability, and any special requests or requirements.
During arrival, the hotel's front desk team greets the guest and verifies their identification and reservation
details. They then escort the guest to their room and ensure that all necessary amenities and services are
available.
After arrival, the hotel's front desk team continues to monitor the guest's needs and helps as requested. This
may include making restaurant reservations, arranging for transportation, or providing information on local
attractions and activities.
During departure, the hotel's front desk team verifies the guest's check-out details and ensures that all rooms
and amenities are returned in good condition. They then provide the guest with their bill and any necessary
documentation for their trip.
GUESTROOM CLEANING
1. Hotel Policies and Procedures for Housekeeping Services:

Housekeeping staff is responsible for maintaining cleanliness, tidiness, and overall hygiene in guest rooms
and common areas. They ensure that all amenities and supplies in the room are in proper working condition.
Housekeeping staff may also be responsible for handling lost and found items and delivering guest requests.
2. Identifying Rooms to be Cleaned for the Shift:

The hotel usually provides a list or a system that identifies the rooms that need to be cleaned during a
specific shift. This could be done through a computerized system, or a physical assignment sheet given to
the housekeeping staff. The list may include the room numbers, guest names, and any specific instructions
or requests.
3. Equipment Used for Cleaning:

Housekeeping staff typically use a variety of equipment, including vacuum cleaners, brooms, mops,
dusters, cleaning chemicals, and microfiber cloths. Additional equipment may include trash liners,
disinfectants, and cleaning carts.
4. Accessing and Entering Guest Rooms Appropriately:
79
Housekeeping staff must respect guests' privacy and follow hotel policies regarding entering guest rooms.
Generally, staff members knock on the door and announce themselves as housekeeping before entering. If
there is no response, they may use a master key or electronic access card to enter the room.
5. Step-by-Step Procedures in Cleaning Bedroom and Bathroom Areas:

Start by gathering all necessary cleaning supplies and equipment. Remove trash and replace liners. Dust
and wipe down surfaces, including furniture and appliances. Change bed linens, pillowcases, and towels.
Vacuum the floor. Clean mirrors, windows, and glass surfaces. Sanitize bathroom fixtures, including sinks,
toilets, and showers. Refill amenities, such as soap, shampoo, and toilet paper.
6. Required Records and Notifications:

Housekeeping staff typically need to maintain records of the rooms cleaned, including any issues or
damages encountered. They may need to complete checklists to document their tasks as their report.
Notifications may include reporting lost and found items, maintenance requests, or any unusual incidents.
7. Replenishing Stock Items at the End of a Shift:

Housekeeping staff usually restock items like toiletries, towels, and linens. They check the inventory and
replace any items that are running low. Restocking can be done by coordinating with the hotel's inventory
department or housekeeping supervisor.
Room Status:
state of each room and efficiently manage room assignments and cleaning schedules.

Room status reconciliation involves ensuring that the actual status of each room matches the information in
the hotel's system or records. This process involves cross-checking the physical status of the room with the
information in the hotel's property management system (PMS). It helps identify discrepancies or errors in
room status and ensures accurate information for guest services and housekeeping operations.
SWIMMING POOL- PUBLIC AREA PERSONNEL

algae growth.
80
and safe usage.
ADMINISTRATION OF EQUIPMENT AND SUPPLIES- EXECUTIVE HOUSEKEEPER:
based on factors such as brand standards, guest comfort, durability, and budget. Maintenance schedules for
guest room furniture and fixtures are typically established to ensure timely repairs and replacements. The
schedules may include regular inspections, routine cleaning, and scheduled maintenance tasks.

The security department is usually responsible for securing items found within the hotel premises. The duties
and responsibilities of the security personnel regarding lost and found items include properly storing and
logging the items, attempting to identify the owner, and ensuring proper documentation for record-keeping
purposes. Hotel policies for lost and found items may include a specific time frame for holding items, attempts
to contact the owner, and procedures for returning or disposing of unclaimed items.
enhance security.
As for Personal Protective Equipment (PPE), the housekeeping staff at the hotel uses various items to ensure
their safety. This may include gloves to protect their hands, masks to prevent inhalation of dust or chemicals,
and aprons to protect their clothing.
81
To charge guests for laundry service, an on-premises laundry may use a laundry service form. This form is
82
equipment and material may vary, such as vacuum cleaners for efficient floor cleaning, disinfectants for
sanitizing surfaces, and polishers for maintaining a shiny appearance.
Proper handling of equipment and materials is crucial to ensure their effective and safe use. Staff should be
trained on the correct operation and maintenance of each item, including proper storage, handling, and
disposal of chemicals.
83
CHAPTER III
PROBLEMS AND CONCERNS ENCOUNTERED BEFORE, DURING, AND AFTER IMMERSION
As a trainee at Best Western Plus the Ivywall Hotel in Palawan, I encountered several problems and concerns
before, during, and after my immersion experience.
During the immersion, one of the concerns I faced was feeling overwhelmed with the workload. The hotel
operates at a fast pace, and there were times when it was difficult to keep up with the demands and multitask
effectively. However, the hotel staff and supervisors were supportive and provided guidance to help me
navigate through these challenges.
After the immersion, one of the concerns I had was integrating what I learned into my own personal and
professional development. It was important to reflect on the experiences and knowledge gained during the
immersion and find ways to apply them in future endeavors.
WHAT I CAN RECOMMEND FOR THE IMPROVEMENT OF THE IMMERSION PROGRAM
Based on my immersion experience, I have some recommendations for the improvement of the immersion
program at Best Western Plus the Ivywall Hotel. First, it would be beneficial to have a more structured
orientation process for trainees, where they can receive detailed information about the hotel's operations,
policies, and procedures. This would help trainees feel more prepared and confident in their roles.
Additionally, incorporating more opportunities for hands-on learning would be beneficial. This could involve
shadowing experienced staff members, participating in workshops or training sessions, and actively engaging
in various hotel operations. Providing trainees with practical experiences would deepen their understanding
of the industry and allow them to apply their knowledge in real-world scenarios.
MY ADVICE TO THOSE WHO WILL TAKE THEIR IMMERSION IN THE NEAR FUTURE
For those who will take their immersion in the near future, my advice would be to approach the experience
with an open mind and a willingness to learn. Be proactive in seeking opportunities to get involved and ask
questions. Take advantage of the knowledge and expertise of the hotel staff and learn from their experiences.
Embrace the challenges that come your way as they will contribute to your personal and professional growth.
84
PERSONAL REFLECTION
First and foremost, my immersion allowed me to truly appreciate the importance of attention to detail and
maintaining high standards in housekeeping. I realized that even the smallest details, such as the cleanliness
of a guest's room or the presentation of linens, can greatly impact the overall guest experience. This has
made me more meticulous and focused on ensuring excellence in every task I undertake.
My immersion experience has highlighted the significance of teamwork and effective communication within
the housekeeping department. The coordination and collaboration among the housekeeping staff I observed
were essential in ensuring smooth operations and guest satisfaction. This has reinforced the importance of
teamwork in achieving common goals and has inspired me to cultivate strong interpersonal skills and foster
a positive working environment in any future endeavors.
Additionally, my immersion experience has opened my eyes to the challenges faced by housekeeping staff,
such as managing workload and maintaining high levels of cleanliness in a fast-paced environment. This has
instilled in me a sense of resilience, adaptability, and effective time management skills. I have learned to
prioritize tasks, work efficiently, and remain calm under pressure.
RECOMMENDATIONS TO IMPROVE HOUSEKEEPING OPERATION:
Based on my immersion experience, I have a few recommendations to improve housekeeping operations at

Best Western Plus the Ivywall Hotel in Palawan:
1. Regular Performance Evaluation and Recognition: Conduct regular performance evaluations for
housekeeping staff to provide feedback and identify areas for improvement. Additionally, implement
recognition programs to acknowledge and appreciate outstanding performance among the team.
2. Introduction of Eco-Friendly Practices: Encourage and implement environmentally friendly practices within
housekeeping operations, such as the use of eco-friendly cleaning products, energy-efficient equipment, and
linen reuse programs. This can contribute to sustainable operations and align with the hotel's commitment to
environmental responsibility.
3. Continuous Improvement: Foster a culture of continuous improvement by regularly seeking feedback from
guests and staff. Actively listen to their suggestions and concerns to identify areas where housekeeping
operations can be further enhanced and optimized.
85
CHAPTER IV
DOCUMENTATION
This is when we place the extra bed in the storage room. The extra bed is not used often, unless it is
requested by the guests of the hotel.
We had a picture as a remembrance of one of the housekeeping attendants in the hotel. He is the one who
taught us the standard set up of each room.
86
We also had the chance to take a photo with the kind and humble housekeeping manager, Sir Mercurio
Dequito.
This is our actual photo whereas we make the bed in its standard set-up. We only had a chance to do this
when it is a vacant room or check out room.
87
CHAPTER V
PERTINENT FORMS
DAILY TIME RECORD
88
89
90
91
92
CURRICULUM VITAE
Purok Kaakbayan
Bgy. Tinuigiban
Palawan, 5300
kareliragarcia19@gmail.com
0963 865 5530
KAREL IRA RODRIGUEZ
Age 20
Place of Birth Santiago City, Isabela
Height 157.48 cm
Weight 43 kilograms
Civil Status Single
Gender Female
Parent Mrs. Karen G. Rodriguez
Work Experience
Cloud Coffee Main

Barista- makes and serves coffee to the customers
Bgy. Sta. Monica, Puerto Princesa City
July 03, 2023- August 15, 2023
Puerto Princesa City Health Office

Food Operators and Handlers Training Course on Food Sanitation and Basic Environmental
Sanitation
Palawan State University Main Campus
June 22, 2023
Barista & Coffee Academy of Asia

Latte Art Appreciation
Palawan State University Main Campus
June 13, 2023
Astoria Palawan
Basic Food and Beverage Training and Seminar
San Rafael Puerto Princesa City, Palawan
June 1-2, 2023
Barista & Coffee Academy of Asia

93
AY 2021 - Present
Secondary Palawan National School

2019 (Junior)
August 2021 (Senior)
Elementary Pilot Elementary School

2015
Skills
I am confident, focused, and determined to help the organization reach its desired goal. I have a
strong sense of duty and teamwork.
References:
CESAR BRYAN V. VELARDE

Instructor
0985 9211 899
cbvvelarde@psu.palawan.edu.ph
ADLY P. SARAIL
Instructor
0927 5106 510
JUDITH M. PASION
Instructor
0919 8253 119
I hereby certify that the information above is true and correct to the best of my knowledge and belief.
KAREL IRA RODRIGUEZ

Trainee
94
HANNAH ROELLA M. HAMORA
CHAPTER II
Communication between the housekeeping department and the front office for arrivals and departures is
crucial to ensure the smooth flow of hotel operations.
Before Arrival:
Reservation Confirmation:
Guests make reservations through various channels, including phone, email, or online booking systems.
Front office staff regularly check the reservation system for new bookings.
Moment with Manager and Staff: Managers may conduct regular meetings to review upcoming reservations
and allocate rooms, and staff are informed about the day's arrivals.
Room Assignment:
Once the guest's arrival date approaches, the front office assigns rooms based on availability and guest
preferences.
The front desk staff updates room status to reflect the assignment.
Moment with Manager and Staff: Managers may oversee and ensure smooth room assignments, and staff
receive room allocation details.
During Arrival:
Guest Check-in:
Guests arrive at the hotel and proceed to the front desk for check-in.
Front office staff verify reservations, collect identification, and payment information.
Guests are assigned rooms and provided with room keys.
Moment with Manager and Staff: Managers may assist with guest issues, and staff are trained to efficiently
handle check-in processes.
Key Management:
Front office staff manage the distribution and collection of room keys.
They ensure the security and tracking of keys throughout the stay.
Moment with Manager and Staff: Managers oversee key management procedures, and staff are regularly
reminded of the importance of key security.
After Arrival (During Stay):

Guest Services:
Front office staff are the point of contact for guest inquiries, requests, and complaints during their stay.
They coordinate with various departments to fulfill guest requests.
Moment with Manager and Staff: Managers may be involved in resolving escalated issues, and staff report
guest requests and feedback.
Before Departure:
95
Check-out Information:
Guests inform the front desk about their planned departure date and time.
Front office staff prepare the necessary paperwork, including the final bill.
Moment with Manager and Staff: Managers may oversee check-out processes, and staff ensure accurate
billing and guest satisfaction.
Room Status Updates:

Housekeeping communicates with the front office regarding room cleaning and readiness.
Front office staff need to know which rooms are vacant for incoming guests.
Moment with Manager and Staff: Managers may coordinate room turnover and cleanliness standards, and
staff report room status updates.
During Departure:
Guest Check-out:
Guests return room keys, settle bills, and complete the check-out process.
The front office staff bid farewell and thank guests for their stay.
Moment with Manager and Staff: Managers may monitor check-out processes, and staff ensure a smooth
departure experience.
After Departure:
Guest Feedback
The front office may collect guest feedback regarding their stay.
Feedback is valuable for improving service and addressing any issues.
Moment with Manager and Staff: Managers may review guest feedback and staff's performance to make
necessary improvements.
Effective communication at every step of this process is vital to ensure a positive guest experience and
efficient hotel operations. Managers play a crucial role in overseeing these operations and addressing any
issues that may arise. Staff training and regular updates are essential to maintain a high level of service
quality.
GUESTROOM CLEANING
Their responsibilities include maintaining cleanliness, tidiness, and overall hygiene in guest roomscommon
areas, ensuring amenities and supplies are in proper working condition, handling lost and found items, and
delivering guest requests.
These staff members are required to thoroughly clean and sanitize guest rooms, changing bed linens,
replenishing towels, and cleaning bathrooms. Additionally, they vacuum, dust, and ensure all surfaces are
spotless. They should conduct regular maintenance checks to report any needed repairs or maintenance
96
issues to the maintenance department promptly. Housekeepers also restock amenities and supplies in guest
rooms, ensuring that toiletries, coffee, tea, and other essentials are always available.
Housekeeping staff should respond promptly to guest requests for additional supplies, services, or room-
related issues, maintaining a professional and helpful attitude while interacting with guests. They must also
respect guest privacy and the security of their belongings, following a strict protocol when entering guest
rooms and ensuring that doors are securely locked after servicing.

In this hotel, the front desk is responsible for providing a list of rooms that need to be cleaned during a
specific shift. This list, which includes room numbers, guest names, and any special instructions, is typically
generated through a computerized system. Once the list is generated, it is forwarded to the housekeeping
supervisor.
Every morning at 8:00, the room attendants and their supervisor gather for a briefing. During this meeting,
the front desk provides a list of rooms, including arrivals, makeup, and departures, to the team leader or
housekeeping supervisor . The supervisor then communicates this information to the room attendants, who
receive a worksheet detailing the rooms and their statuses for reference.
The room cleaning priority is as follows:

✓ Occupied rooms with service requests
✓ Rooms blocked for arrivals
✓ Check-out rooms
✓ Occupied rooms

Housekeeping staff typically use a variety of equipment, including vacuum cleaners, brooms, mops, dusters,
cleaning chemicals, and microfiber cloths. Additional equipment may include trash liners, disinfectants, and
cleaning carts.

Housekeeping staff at Best Western Plus the Ivywall Hotel must adhere to the hotel's standard etiquette and
security protocols when accessing and entering guest rooms. They should always knock on the door at least
three times, announce themselves by saying "Housekeeping," and wait for the guest to grant permission to
enter. If there is no response, they should wait for a few moments, knock again, and then enter, using a
master key responsibly and only for authorized purposes. Furthermore, if a "Do Not Disturb" sign is displayed
on the door, room entry should only occur in the case of an emergency or as per specific hotel policy. This
ensures that guests' privacy and security are respected at all times.

Certainly, here's the cleaning process at Best Western Plus the Ivywall Hotel.
97
Step 1. Start by gathering all necessary cleaning supplies and equipment, including solutions, disinfectants,
vacuum cleaner, dusters, and fresh linens.
Step 2. Ensure proper ventilation by opening windows in the room.
Step 3. Promptly remove trash and replace liners in waste bins.
Step 4. Thoroughly dust and wipe down surfaces, including furniture and appliances.
Step 5. Change bed linens, pillowcases, and towels to create a fresh and welcoming sleeping environment.
Step 7. Rigorously sanitize high-touch areas such as door handles and remote controls.
Step 8. Sanitize all bathroom fixtures, including sinks, toilets, and showers and after that, dry all the surfaces
with towels or rags. This step not only ensures cleanliness but also promotes hygiene
Step 9. Housekeeping staff refills bathroom amenities such as soap, shampoo, and toilet paper, making sure
they are adequately stocked for the next guest's use.

Housekeeping staff typically need to maintain records of the rooms cleaned, including any issues or damages
encountered. They may need to complete checklists to document their tasks as their report. Notifications may
include reporting lost and found items, maintenance requests, or any unusual incidents.

Housekeeping staff are responsible for restocking various items in guest rooms to ensure a comfortable stay.
This process involves:
• Checking Inventory: Housekeeping staff check the inventory of items in each room to identify what
needs replenishing.
• Restocking Toiletries: Items like bath gel, shampoo & conditioner, dental kits, vanity kits, and soap
are restocked as needed.
• Refreshing Beverage Supplies: Coffee, cream, and sugar are replenished to provide guests with
fresh options.
• Water: Ensure that water bottles are replenished for guest convenience.
Room Status:
state of each room and efficiently manage room assignments and cleaning schedule

Room Status Reconciliation is a critical process to ensure the accurate status of guest rooms and their
availability. Here are the steps involved, organized for clarity:
16. Room Inspection: Housekeeping staff inspect each room thoroughly to determine its current status.
17. Update Cleaning Status: Based on the inspection, rooms are marked with different statuses like
"clean," "dirty," or "under maintenance."
98
18. Check-in and Check-out Records: Review check-in and check-out records to confirm room
occupancy for the day.
19. Verify Reservations: Cross-check reservations with actual occupancy to ensure accurate room
statuses.
20. Room Key Tracking: Ensure proper tracking of key cards, making sure they are returned upon check-
out and new ones issued for check-ins.
21. Lost and Found Inspection: Check the lost and found area for items that may need to be returned to
guests.
22. Maintenance Requests: Review maintenance requests or work orders for rooms under maintenance
or repair.
24. Communication: Communicate any discrepancies or issues to relevant departments, such as
housekeeping, front desk, and maintenance, for prompt resolution.
25. Final Review: Conduct a final review of the room status report to ensure accuracy and completeness.
26. Report Generation: Generate reports or room status summaries for the management team to have
a clear view of all room statuses.
27. Action on Discrepancies: If discrepancies or issues are identified, take corrective actions as needed.
28. Regular Updates: Perform room status reconciliation regularly throughout the day to maintain
accurate real-time information.
29. Training and Improvement: Provide staff with training on proper room status procedures to enhance
efficiency and accuracy.
30. Guest Communication: Keep guests informed of any delays or issues that may affect their room
availability or stay, ensuring transparency and guest satisfaction.
Terminologies:
to guests.
99
by a guest.

algae growth.

and safe usage.

based on factors such as brand standards, guest comfort, durability, and budget.
Maintenance Schedules for guest room furniture and fixtures are typically established to ensure timely repairs
and replacements. The schedules may include regular inspections, routine cleaning, and scheduled
maintenance tasks. However, they take action right away if there’s a need to fix.

7. Notification and Handover: If unattended guest belongings are found within the hotel premises, the
housekeeping department is immediately notified. The specific item is then handed over to the
housekeeping supervisor or manager for proper handling and safekeeping.
credit/debit cards)
100
9. Recording in Register: Once the item is identified, it is recorded in the lost and found register. The
housekeeping supervisor checks with the front desk to see if any guest has reported the missing
item. If so, the guest is informed about the item's recovery. This can be done in two ways:
III. The guest visits the property to collect their belongings.
IV. The item is couriered to the guest, and the delivery charges are paid by the guest.
10. Ownership Location: It's easier to locate owners if items are found in guests' rooms, expediting the
process. However, finding items in common areas can be more challenging.
11. Handling Non-Valuable Items: Non-valuable items are retained by the housekeeping department for
3 months. Afterward, they are given to any staff member who found the item.
12. Handling Valuable Items: Valuable items are kept for a maximum of 6 months. After this period, the
hotel may auction them among their staff.
enhance security.
As for Personal Protective Equipment (PPE), the housekeeping staff at the hotel uses various items to
ensure their safety. This may include gloves to protect their hands, masks to prevent inhalation of dust or
chemicals, and aprons to protect their clothing.
101
To charge guests for laundry service, an on-premise laundry may use a laundry service form. This form is

When stocking a cleaning cart, it's best to work from the bottom up to ensure efficient organization and
cleanliness.
102
access.

equipment and material may vary. Proper handling of equipment and materials is crucial to ensure their
effective and safe use. Staff should be trained on the correct operation and maintenance of each item,
including proper storage, handling, and disposal of chemicals.
CLEANING MATERIALS
solutions.
103
drying process.
and debris.
CLEANIMG MATERIALS
These cleaning chemicals play a crucial role in maintaining cleanliness,

hygiene, and a pleasant environment in hotels and other hospitality
establishments.

• Labeling: Always ensure that chemical cleaning agents are properly labeled, and the labels are clear
and easy to read.
• Appropriate Use: Use the right cleaning agent for the specific task. Different agents are designed for
various surfaces and cleaning purposes.
• Read Product Labels: Carefully read and follow the instructions on the product labels, including
recommended dilution ratios and safety precautions.
104
• Skin Contact: To prevent skin irritations, avoid direct skin contact with cleaning agents. Wear
appropriate protective gear like gloves and aprons.
• Storage: Store cleaning agents in a safe and secure place, away from other chemicals and out of
reach of children.
• Avoid Mixing: Never mix acid cleaning agents with other cleaners, as this can create hazardous
chemical reactions.
• Eye Protection: Protect your eyes by wearing safety goggles when handling cleaning agents to
prevent accidental splashes.
• Spills: Take precautions to avoid splashing or spilling acid cleaners on other materials, as they can
cause damage and pose safety risks.
• Ventilation: Maintain proper ventilation in the areas where you use acid cleaners to prevent inhalation
of harmful fumes.
105
CHAPTER III
Problems and or concerns encountered before, during, and after immersion:

As I began my journey as a housekeeper at Best Western Plus The Ivywall Hotel, I was introduced to the
accurate standards of cleanliness and guest satisfaction. I received training on cleaning procedures, room
setup, and the importance of attention to detail.
During my time as a housekeeper, I carefully cleaned and prepared guest rooms, ensuring every corner was
spotless, towels and linens were fresh, and amenities were fully stocked. I collaborated with a dedicated team
to maintain the high standards of the hotel, and I experienced the fast-paced environment of the hospitality
industry.
After my immersion as a housekeeper at Best Western Plus The Ivywall Hotel, I not only gained valuable
skills in housekeeping but also a profound understanding of the importance of teamwork and providing
exceptional service to guests. I left with a sense of pride in contributing to the hotel's reputation for cleanliness
and guest satisfaction.

To enhance the housekeeping program at our school, I recommend incorporating more practical, hands-on
training and offering internship opportunities with local businesses. This will provide students with valuable
real-world experience and better prepare them for careers in housekeeping.
My advice to those who will take their immersion in the near future
Embrace an Open Mindset, be open to new experiences and perspectives. Immersion is an opportunity to
learn and grow, so be willing to step out of your comfort zone and try things you might not have considered
before. Stay Safe, while embracing new experiences, prioritize your safety. Be aware of your surroundings.
Keep Learning, treat your immersion experience as a continuous learning opportunity. Take notes, ask
questions, and absorb as much knowledge as you can. Reflect and Share, after your immersion experience,
take time to reflect on what you've learned and how it has impacted you. Share your experiences with friends
and family to help them understand the culture you've been immersed in.
Personal Reflection
My immersion at the Best Western Plus The Ivywall Hotel was a valuable experience. I embarked on this
journey with the goal of learning about housekeeping, and I can confidently say that my expectations were
not only met but exceeded. During my time at the hotel, I had the privilege of working alongside the dedicated
housekeeping team. This experience allowed me to gain a deep understanding of the meticulous processes
and attention to detail required to maintain the hotel's high standards of cleanliness and guest satisfaction.
One of the key takeaways from my immersion was the importance of teamwork and effective communication
within the housekeeping department. Each team member had a specific role and responsibility, and I quickly
realized that collaboration and coordination were essential to ensure that every guest's room was impeccably
106
clean and welcoming. Furthermore, the immersion taught me the significance of time management and
efficiency in the housekeeping industry. With tight schedules and a constant influx of guests, it was crucial to
work methodically and prioritize tasks to ensure that all rooms were prepared in a timely manner. I also gained
a newfound appreciation for the hotel staff's commitment to ensuring guests' comfort and satisfaction. Clean
and well-maintained rooms are the foundation of a positive guest experience, and I witnessed firsthand how
even the smallest details can make a big difference. In addition to the technical skills I acquired, I learned
valuable life lessons about dedication, hard work, and the importance of taking pride in one's job. My
immersion at the Best Western Plus The Ivywall Hotel was not only a professional development opportunity
but also a personal growth experience. Overall, this immersion provided me with insights into the world of
housekeeping and hospitality that I will carry with me throughout my life. It taught me the significance of
attention to detail, teamwork, and the unwavering commitment to ensuring that every guest has a comfortable
and enjoyable stay. It was a transformative experience that deepened my understanding of the hospitality
industry and left me with a newfound respect for the hardworking individuals who make it all possible.
Recommendations to improve housekeeping operations:
To improve housekeeping operations, consider implementing a regular training program for staff to ensure
they are up to date with the latest cleaning techniques and technologies, while also emphasizing the
importance of attention to detail and efficiency in their work.
107
CHAPTER IV
DOCUMENTATION
The housekeeping department gave us the

assignment on our first day of work to simply
watch and learn from the room attendants as
they meticulously clean and sterilize guest
rooms, replacing bed linens, restocking
towels, and maintaining restrooms.
The room attendants' supervisor meets

with them every morning at 8:00 to give a
briefing. The team leader or cleaning
supervisor receives a list of rooms,
together with information on arrivals,
makeup, and departures, at this meeting
from the front desk.
The room attendants instructed us how to replace towels, pillowcases, and bed linens to make a
clean and cozy resting space for the ensuing days. To get rid of dust and other debris, we also
vacuum the floor. We gather the soiled sheets from the hotel's guest rooms and other facilities. To
avoid cross-contamination, we make sure they are handled and separated appropriately.
108
We clean all bathroom fixtures, such as sinks, toilets, and showers, and then use towels or rags to
dry every surface. This procedure encourages hygiene in addition to ensuring cleanliness.
Additionally, we learned how to restock bathroom essentials like shampoo, soap, and toilet paper so
that the following visitor will have enough of them.
We inventory linens as well. This could use electronic systems to track inventory levels and place
reorders as needed, as well as routine physical counts for tracking. The goal of inventory
management is to avoid shortages or overstocking and to guarantee a sufficient supply of clean
linens at all times.
In order to clear the hallway of dust and debris, we also vacuum the floor.
109
Our job also includes keeping the common areas clean. We make sure the floor is dust-free and the
furniture is properly arranged.
To keep all cleaning supplies and equipment in good operating

order for the following shift, we carefully clean and store them. It is
easier to maintain a high standard of cleanliness, facilitate a
seamless transition for the next shift, and make a good impression
on visitors or occupants when housekeeping tasks are finished
before the end of the shift. It also helps to make housekeeping
operations more effective and efficient overall.
110
CHAPTER 5
PERTINENT FORMS
DAILY TIME RECORD
111
EVALUATION FORM
112
CURRICULUM VITAE
#24F Tulingan Street

Brgy. Mandaragat Puerto Princesa City, Palawan
2 X 2 Picture Email: hannahroellahamora@gmail.com
White Background mobile no. 09517468846
In formal attire
NAME: Hamora, Hannah Roella M.
Age 20
Date of Birth February 01, 2003
Place of Birth Puerto Princesa City, Palawan
Height 150cm
Weight 52 kilograms
Civil Status Single
Religion Christian
Gender Female
Parents Mr. Rodel B. Hamora
Mrs. Bella M. Hamora
Work Experience
Bruxx Diner Puerto Princesa

Part time Service crew
Cook
Bartending
Cashier
Bgy. Bancao-bancao, Puerto Princesa City
May 07, 2022 – June 15, 2023
Puerto Princesa City Health Office

Food Operators and Handlers Training Course on Food Sanitation and Basic
Environmental Sanitation
City hall Puerto Princesa City
May 20, 2022

AY 2022 - Present
Secondary San Miguel National High School
2020 ( Junior )
Palawan National School
July 2021 ( Senior )
Elementary Puerto Princesa Pilot Elementary School
2015
113
Skills
Communication skills
Problem Solving
References:
Judith M. Pasion
Instructor
09198253119
Adly Sarail
Instructor
09275106510
I hereby certify that the information above is true and correct to the best of my knowledge
and belief.
HANNAH ROELLA M. HAMORA

Trainee
114

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IMMERSION EXPERIENCE AT

BEST WESTERN PLUS THE IVYWALL HOTEL

Rizal Avenue Extension, Puerto Princesa, Palawan

A NARRATIVE REPORT SUBMITTED

The Faculty of College of Hospitality and Tourism

of the Requirements for the Course

HPC 2/L Fundamentals in Lodging Operation

Bachelor of Science in Hospitality Management

With heartfelt thanks,

• Strive for excellence

• Conduct business fairly

• Treat everyone with dignity and respect

• Obey all laws

• Provide a safe and healthy environment for guests and associates

• Work for the good and our global community

• Support human rights

Meeting Facility Ballroom

11,200php – Suite, 1 King Bed, Non Smoking, Refrigerator

7,520php – Family Room, Multiple Beds, Non Smoking

5,120php – Premier Room, 1 Double Bed, Non Smoking

5,120php – Premier Room, 2 Twin Beds, Non Smoking

4,400php – Deluxe Room, 2 Twin Beds, Non Smoking

` 4,400php – Deluxe Room, 1 Double Bed, Non Smoking

Handicapped, 2 Twin Beds, Non Smoking

ORGANIZATIONAL STRUCTURE OF BEST WESTERN PLUS THE IVYWALL HOTEL

Mercurio Dequito Karen Salazar

Shirley Regencia Ruth Ang Terrence Tarrosa

Ivygrace Andriano Freddie Payopelin John Kris

Christian Carino James Badajos

Fidel Espineda Fhelma Urbano

Harrison Blas Joseph Niegas

Adam Rey Vigeulla Eldie Solano

Rochelle Romay Rodel Crisostomo

Peter John Española Orly Fresnillo

Hotel Policies and Procedures for Housekeeping Services:

Identifying Rooms to be Cleaned for the Shift:

Equipment Used for Cleaning:

Step-by-Step Procedures in Cleaning Bedroom and Bathroom Areas:

Required Records and Notifications:

Replenishing Stock Items at the End of a Shift:

Swimming Pool - Algae Growth Control:

Swimming Pool Chemicals:

Administration of Equipment and Supplies - Executive Housekeeper:

Lost and Found Policies - Security:

SAFETY AND SECURITY PROCEDURES AND PRACTICES- FOM

LINEN AND LAUNDRY DAILY OPERATIONS- LINEN ATTENDANT

DISCUSS THEIR PAR STOCKING PROCEDURES

PROCEDURES ON THE FOLLOWING:

GUESTROOM AMENITIES EQUIPMENT AND SUPPLIES CLEANING CHEMICALS

• Shampoo & Conditioner • Face Towels • Furniture Polisher

• Bath gel • Bath Mats

• Drinking Cups • Window / Mirror Cleaner

• Coffee Cups • Dusting Cloths

• Spoons • Trash Can Liners

HOUSEKEEPING EQUIPMENT, CLEANING MATERIALS AND CHEMICALS

List of various cleaning chemicals and their common uses:

PROPER HANDLING OF EACH EQUIPMENT AND MATERIALS

Problems and or concerns encountered before, during, and after immersion

What I can recommend for the improvement of the immersion program:

Recommendations to improve the housekeeping operations

Upon commencing our duties, the housekeeping

At 8:00 AM each morning, the room attendants, along

We ensure all cleaning tools and

DAILY TIME RECORD