1

Senior
Housekeeping Services High
NCII School

Quarter 4
Self-Learning Module 4
Guestroom Cleaning, care and maintenance
Lesson 1: Provide Housekeeping
Services to Guests (HS)
LO 1. Handle housekeeping requests

Module Title: Guestroom Cleaning,

care and maintenance

Writer: Maria Elizabeth N. Villabroza

Reviewer: Sarah Minette M. Reyes
 2

EXPECTATIONS

At the end of this module, the learners should be able to:

A. Discuss the nature and scope of guestroom cleaning, care and maintenance;
B. Enumerate bedroom and bathroom amenities offered in an institution; and
C. List down procedures in conducting room check, turndown service and bed-
making;
D. Appreciate the importance of housekeeping standards and procedures.

PRETEST

Direction: Match column A with Column B. Write the letter of your answer before
the number.

________1. Prepare for Work A. Return keys

________2. Enter room B. Check for damaged linen items

________3. Clean room C. Place trolley in door path

________4. Provide information to D. Stock housekeeping trolleys

guests

________5. Close Shift E.Explain room equipment and

facilities

RECAP
Although the primary role of Room Attendants is room cleaning, they also play an
important role in contributing to satisfactory guest experience which is to facilitate
the comfort and satisfaction of guests. Guests need to feel welcomed and be
secured even when they are home away from home thru the service of the
housekeeping staff. Staff must provide that homey yet friendly atmosphere. What
are the necessary skills for the Room Attendants to become competent in their
jobs?

LESSON

Guestroom Cleaning, Care and Maintenance

Nature and Scope of Guest Room Cleaning
 3

Room attendants are responsible for the cleanliness of rooms, for the overall
appearance of rooms, the security of guest rooms and the privacy of guests.
Likewise, the areas of responsibility include guest relations, guest safety,
cleaning, administration and communication.

Guest Relations - every employee, including the room attendant, to greet

and warmly receive guests and to be friendly and professional. In many
cases employees are expected to handle issues and complaints and take
ownership to ensure they are resolved in a timely manner.

Guest Safety - safety of guests and their properties must be ensured by

room attendants.

Cleaning - the cleanliness, orderliness and tidiness of the rooms are the
primary concerns of Room Attendants.

Administration and Communication - Room attendants must ensure they

understand what rooms they are to clean and in which order. This
responsibility ensures rooms are returned ‘clean’ ready for new guests.

Daily Activities of Room Attendant

During the shift, room attendants follow a work routine such as:
A. Prepare for work
B. Enter room
C. Clean room
D. Provide information to guests
E. Maintain storage areas and trolleys
F. Close Shift

Following is a list of activities a room

attendant may be required to complete on
a daily basis. As you can see there are
many activities a room attendant is Figure 1. Entering a Guest room
responsible for in a normal work shift,
involving a wide variety of knowledge and skills.

A. Prepare for work Activities:

 Collect master keys
 Collect daily room allocation sheets
 Stock housekeeping trolleys
 Stock and store supplies
 Determine the order of cleaning of rooms
 Identify any special requests.
Figure 2. Room Keycard
B. Enter room Activities:
 Knock on door in compliance with policy
 Open door
 Place trolley in door path.

Figure 3. Trolley
 4

C. Clean room Activities:

 Open curtains and windows for ventilation
 Remove used guest amenities and rubbish
 Clean showers, tubs, sinks and bathroom
items
 Change linen and make beds
 Check for damaged linen items
 Inspect rooms for safety hazards and for
the operating condition of equipment and
report defects to the maintenance department
Figure 4. Room Attendant
 Report lost and found articles, maintenance
problems or special room problems
 Dust and clean room decorations, appliances and structural surfaces
(wall fixtures, window sills, and vents)
 Dust, brush, polish vacuuming furniture.

Figure 5. Guest
room Amenities

 Replenish guest amenities and supplies

 Check, record and replenish mini bar
 Prepare rooms for guest arrival and respond to special guest
 requests, such as delivering newspapers or cleaning a spill.
 Deliver and retrieve items on loan to guests such as iron and ironing
board
 Perform rotation cleaning duties (such as. steam clean of carpets) as
required
 Vacuum and sweep carpets and other floor surfaces.
 Mop floor surfaces as needed.
 Record room status on work assignment sheets
 Phone supervisor or reception updating status of room
 Close door.

Room Amenities include:

 room linen and bath towels • breakfast order cards
• toilet paper, facial tissues • "Do Not Disturb" sign
• shower cap • telephone directory
• bath toiletries • ice buckets/glasses/tray
• stationery • Bible
• note pads/pencils • room service menu
• guest information packages on
hotel services
 5

D. Provide Information to Guests:

 Listen, and respond to guests’ requests or complaints
 Explain room equipment and facilities
 Explain and handle dry cleaning and laundry requests
 Provide information to guests about hotel services, facilities and
other amenities
 Provide information to guests about local attractions, services and
location of places for religious worship
 Other specific information may include prayer and fasting times,
location of prayer mats and orientation for prayer.

E. Maintain storage areas and trolleys

 Return trolley to storage room
 Remove used and soiled linen from housekeeping cart
 Dispatch soiled linen to the laundry
 Replenish linen and guest amenities to normal stock levels on
trolleys
 Handle lost property
 Clean cleaning equipment including mops and vacuum cleaners
 Remove rubbish
 Clean storage room floor.

F. Close Shift
 Return work allocation sheets
 Return keys.

ACTIVITIES

Directions: Assume that you are a room attendant (pretend your home is
your workplace). List down the three (3) activities under each category that
you will do to simulate the work of a Room attendant.
A. Prepare for Work/Cleaning Job
B. Clean room
C. Maintain storage area

WRAP-UP

Guest room cleaning goes beyond the cleanliness of rooms and overall
appearance of rooms, it also covers security of guest rooms and privacy of
guests. What other areas of responsibility are included in the job of Room
Attendants? Fill in the missing letters to answer this question.
 6

1 ___ L E ___ N I ___ G

2 G ___ E S ___ R E ___ ___ T ___ O ___ S

3 A D __ I N ___ S __ R ___ ___ I O ___

4 ___ U __ S T ___ A F ___ T ___

VALUING

Give examples of actions or manifestations on how the following values can

be seen from a Room Attendant.

1. Integrity

2. Professionalism

3. Concern for guest safety

4. Responsibility

POSTTEST

Direction: Match column A with Column B. Write the letter of your answer before
the number.

________1. Prepare for Work A. Remove used guest amenities and rubbish

________2. Enter room B. Determine the order of cleaning of rooms

________3. Clean room C. Knock on door in compliance with policy

________4. Provide D.Listen, and respond to “guests”requests or

information complaints
to guests

________5. Maintain storage E.Handle lost property

areas and trolleys
 7

KEY TO CORRECTION

Pre-test: 1. D, 2. C, 3. B, 4. E, 5. A
Wrap-up: 1. Cleaning, 2. Guest Relations, 3. Administration
4. Guest Safety
Post-test: 1. B, 2. C, 3. A, 4. D, 5. E

References
Internet Sources:
https://www2.slideshare.net/wannurhidayati/clean-prepare-rooms-for-
incoming-guests. Retrieved Nov. 14, 2020
https://bit.ly/3ktg8Ht retrieved Nov. 13, 2020
https://bit.ly/38FIw6Y (Asean Toolkit). Retrieved Nov. 13, 2020
https://www.hospitality-school.com/housekeeping-maids-cart-trolley/
Photo Credits:
Figure 1. Entering a guest room :
https://i.pinimg.com/originals/21/cc/3a/21cc3aa43cadd11a8bb9577a0e05216e.j
pg. Retrieved Nov. 14, 2020
Figure 2. Keycard:
https://www.nfctagfactory.com/upfile/images/d0/20170308111134090.jpg.
Retrieved Nor. 14, 2020.
Figure 3. Trolley:
https://hospitality-school.com/wp-content/uploads/2012/04/housekeeping-
maid-cart.jpg. Retrieved Nov. 14, 2020
Figure 4:
https://basma-hr.com/wp-content/uploads/2018/06/housekeepingJune11.jpg.
Retrieved Nov. 14, 2020.
Figure 5. Guestroom Amenities :
https://image.made-in-china.com/2f0j00QsETDajPuRum/Leatherette-Hotel-
Guest-Room-Amenities-Set.jpg. Retrieved Nov. 14, 2020.
8