CBLM Finals

COMPETENCY BASED LEARNING MATERIAL
HOUSEKEEPING NC II
SECTOR: TOURISM (Hotel and Restaurant)
QUALIFICATION: HOUSEKEEPING NC II
UNIT OF COMPETENCY: PROVIDE HOUSEKEEPING SERVICES TO
GUESTS
MODULE TITLE: PROVIDING HOUSEKEEPING SERVICES TO
GUESTS
Technical Education & Skills Development Authority

MINDANAO STATE INSTITUTE OF TECHNICAL EDUCATION
Surigao City
How to Use this Competency-Based Learning Material (CBLM)
Welcome!
The unit of competency, "Provide Housekeeping Services to Guests" is

one of the competencies of HOUSEKEEPING NC II, a course which
comprises the knowledge, skills and attitudes required for Housekeeping NC
II trainee to possess.
The module, Providing Housekeeping Services to Guests, contains

training materials and activities related to LO1: Receive housekeeping
requests; LO 2: Provide/Service housekeeping requests; LO3: Provide advice
to guest; LO4: Liaise with other departments.
In this module, you are required to go through a series of learning

activities in order to complete each learning outcome. In each learning
outcome are Information Sheets, Self Checks, Task Sheets and Operation
Sheet. Follow and perform the activities on your own. If you have questions,
do not hesitate to ask for assistance from your facilitator.
Remember to:
- Read Information Sheets and complete the Self Checks. Suggested

references are included to supplement the materials provided in this
module.
- Perform the Task Sheets and Operation Sheet until you are confident that
your outputs conform to the Performance Criteria Checklist that follows the
sheets.
- Submit outputs of the Task Sheets and Operation Sheets to your facilitator
for evaluation and recording in the Accomplishment Chart. Outputs shall
serve as your portfolio during the evaluation. When you feel confident that
you have sufficient practice, ask your trainer to evaluate you. The results of
QUALIFICATION Date Developed: Document No.
HOUSEKEEPING NCII HOUSEKEEPING
UNIT OF COMPETENCY: Issued by: Page

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PROVIDE HOUSEKEEPING MSITE 1
SERVICES TO GUESTS JAYSON M. MORDEN
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your assessment will be recorded in your Progress Chart and
Accomplishment Chart.
-You must pass the Institutional Competency Evaluation or assessments for

this competency before moving to other competency. A certificate will be
awarded to you after passing the evaluation.
-You need to complete this module before you can perform the next module.

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Recognition of Prior Learning (RPL)
You may have some knowledge and skills in this particular unit of
competency because you have had training in this area or you have worked
in an industry for sometimes.
If you feel like you already have the skills/knowledge in this competency
or if you have certificate from previous training, you may show it to your
trainer and have your prior learning formally recognized.
A Trainee Record Book (TRB) is provided for you to record important

dates, jobs, undertaken and other workplace events that will assist you in
providing further details for your trainer.
If you can demonstrate to your trainer that you are competent in

particular skill, talk to him/her about having them formally recognized so
you would not have to undergo the same training again. If you have a
qualification or Certificate of Competency from previous trainings, show it to
your trainer. If the skills you acquired are still current and relevant to this
module, they may become part of the evidence you can present for RPL. If
you are not sure about the level of your skills, discuss this with your
trainer.

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Contents of this Competency-Based Learning
Material
Inside this Competency-Based Learning Material are several “Learning

Activities”. Each Learning Activity guides the learner to achieve one learning
outcome.
You must follow the “Learning Activity Sheet”. The Learning Activity
Sheets will guide you through different “Instruction Sheets” that will assist
you in performing different learning activities towards the attainment of the
learning outcome.
 Information Sheet- This will provide you with information (concepts,

principles and other relevant information)
needed in performing certain activities.
 Task Sheet- This will provide you with information (concepts,
principles and other relevant information)
needed in performing certain activities.
 Operation Sheet- This is designed to guide you on how to do the job
that will contribute to the attainment of the learning
outcome.
This module is prepared to help you achieve the required competency,

Providing Housekeeping Services to Guests. This will be the source of
information that will enable you to acquire the knowledge and skills in this
particular trade independently at your own pace or with minimum
supervision or help from your instructor.
- Talk to your trainer and agree on how you will both organize the
training of this unit. Read through the learning guide carefully.
It is divided into sections which cover all the skills and
knowledge you need to successfully complete this module. Work

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through all the information and complete the activities in each
section and complete the self-check. Suggested references are
included to supplement the materials provided in this module.
- Most probably your trainer will also be your supervisor or
manager. He/she is there to support you and show you the
correct way to do things. Ask for help.
- Your trainer will tell you about the important things you need to
consider when you are completing activities and it is important
that you listen and take notes.
- Talk to more experienced work mates and ask for their
guidance.
- Use the self-check questions at the end of each section to test
your own progress.
- When you are ready, ask your trainer to watch you perform the
activities outlined in the learning guide.
- As you work through the activities, ask for written feedback of
your progress from your trainer. After completing each element,
ask your trainer to mark on the report that you are ready for
assessment.
- When you have completed this module (or several modules) and
feel confident that you have had sufficient practice your trainer
will arrange an appointment with you to asses you. The result of
your assessment will be recorded in your Competency
Achievement Record.

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HOUSEKEEPING NC II
LIST OF COMPETENCIES
No. Unit of Competency Module Title Code

1. Provide Housekeeping Providing
Services to Guests Housekeeping TRS5123111
Services to Guests
2. Clean and prepare rooms Cleaning and
for incoming guests preparing rooms for TRS5123112
incoming guests
3. Provide valet/butler Providing valet/butler
service service TRS5123113
4. Laundry linen and guest Laundering linen and
clothes guest clothes TRS5123114
5. Clean public areas, Cleaning public
facilities and equipment areas, facilities and TRS5123115
equipment
6. Deal with/Handle Dealing with/Handle
intoxicated guests intoxicated guests TRS5123122

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MODULE CONTENT
UNIT OF COMPETENCY : Provide Housekeeping Services to Guests
MODULE TITLE : Providing Housekeeping Services to Guests
: This unit of competency deals with the skills and

knowledge required to provide a range of general
INTRODUCTION
housekeeping services to guests.
NOMINAL DURATION : 50 hours
SUMMARY OF LEARNING OUTCOMES:
At the end of the module you must be able to:
LO 1: Receive housekeeping requests.

LO 2: Provide/ Service housekeeping requests.
LO 3: Provide advice to guest.
LO 4: Liaise with other departments.
ASSESSMENT CRITERIA:
1. Guest/staff housekeeping requests and service delivery are accepted and recorded
in accordance to enterprise policies and procedure.
2. Details of requests made are confirmed and noted in accordance with enterprise
procedures
3. Apologies are made when a request has arisen from a delayed delivery of service
4. Request not related to housekeeping are referred to appropriate department.
5. Identified service/item is obtained through liaison with other staff in accordance
with enterprise procedures
6. Required items are located and delivered to guest room in accordance with
enterprise procedures
7. Equipment is set up in guest room in accordance with the request of the guest
8. Requested items are removed from guest rooms in accordance with enterprise
procedures.
9. Guest is advised on services and items available through housekeeping
departmentGuest is advised on use of items delivered to guest room

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11. The proper use of delivered item to the guest room is demonstrated to guest
12. Liaise with other staff and department to provide support services
13. Equipment malfunction is reported to appropriate personnel in accordance with
enterprise procedures
14. Management is advised on dangerous or suspicious circumstances in
accordance with enterprise procedures.
15. Other departments are updated on the status of service requests

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LEARNING EXPERIENCES
LEARNING OUTCOME NO. 1 RECEIVE HOUSEKEEPING REQUESTS
CONTENTS:
1. Receive and record housekeeping requests.
2. Confirm and note request details and advise delivery times of items
3. Housekeeping co-ordination with other department
ASSESSMENT CRITERIA:
1. Guest/staff housekeeping requests and service delivery are accepted and

recorded in accordance to enterprise policies and procedure.
2. Details of requests made are confirmed and noted in accordance with
enterprise procedures.
3. Apologies are made when a request has arisen from a delayed delivery of
service.
4. Request not related to housekeeping are referred to appropriate
department..
CONDITIONS:
Recommended list of tools, equipment and materials for the training of a

maximum of 25 trainees for Housekeeping NC II are as follows:

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NOTE: Implementation of the training program can be made possible through a
MOA between the Training school and Industry to defray the high cost of
equipment and facilitates which the school cannot afford.

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Training Facilities
Based on the class intake of 25 students/trainees, the following are necessary:
Space Size in Meters Area in Sq. Total Area in Sq.

Requirement Meters Meters
Lecture 8 x 5 m. 40 sq. m. 40 sq. m.
Demo/Mock/ 4 x 6 m. 24 sq. m 24 sq. m.

Room
Learning 3 x 5 m. 15 sq. m 15 sq m.
Resource Center
Facilities/ 24 sq. m.
Equipment/
Circulation Area
Total workshop area: 114 sq. m.
LEARNING MATERIALS:
1. Module
2. Internet
METHODOLOGIES:
 Lecture
 Programmed Instruction
 Demonstration
ASSESSMENT METHOD:

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Competency must be assessed through:
1. Written Test
2. Demonstration

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Learning Outcome 1: Receive Housekeeping Requests
Learning Activities Special Instructions
Read information sheet 1.1-1 on Receive Read information Sheet 1.1-1
and record housekeeping requests. After reading, the learner is
encouraged to answer the self-check.
Answer self-check 1.1-1
Compare the answers to the answer

key.
Read information sheet 1.1-2 on Confirm Read Information Sheet 1.1-2
and note request details and advise

After reading, the learner is
delivery times of items
encouraged to answer the self-check.
Compare the answers to the answer

Answer self-check 1.1-2
key.
Read Task Sheet 1.1-3 on Read Task Sheet 1.1-3
Housekeeping co-ordination with other

After reading, the learner is
department
encouraged to perform the task.
Perform task sheet 1.1-3 Receiving
housekeeping requests. Use the performance criteria checklist
for self-evaluation.
If you have questions about the task,

please ask the trainer accordingly.
Take note of the trainer's feedback.

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INFORMATION SHEET 1.1-1
Receive and record housekeeping requests
Learning Objectives:
After reading this information sheet, you must be able to:
 Receive and record the requests of the guest in accordance to enterprise

policies and procedure.
 Receive and record the requests of the staff in accordance to enterprise

policies and procedure.
 Handle the requests in a polite and friendly manner in accordance to

enterprise policies and procedures.
 Handle guest complaint in accordance to enterprise policies and

procedures
HOUSEKEEPING
The Housekeeping department takes pride in maintaining the hotel

clean, tidy and comfortable, so as to create a ‘Home away from home’. The
aim of all accommodation establishments is to provide their customers with
clean, attractive, comfortable and welcoming surrounding that offer value for
money. Nothing sends a stronger message than cleanliness in a hospitality
operation. No level of service, friendliness or glamour can equal the
sensation a guest has upon entering a spotless, tidy and conveniently
arranged room. Both management and guest consider the keeping of the
place clean and in a good order a necessity for a hotel to command a fair
price and get repeat business.
Housekeeping may be defined as the provision of a clean, comfortable

and safe environment, It’s is not confined to the housekeeping department

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as every member of staff in the establishment should be concerned with the
provision of these facilities in their own department, eg. the chef
‘housekeepers’ in the kitchen, the restaurant manager or head waiter
‘housekeepers’ in the restaurant, and the general manager has overall
responsibility.
In any establishment there are three department particularly

concerned with accommodation:
1. The front office/reception department, this department performs

the various functions like reservation for, reception, registration, room
assignment and bills settlement of a resident guest.
2. The housekeeping department, this department ensures that the
guest rooms are clean and comfortable and take care of special
requests quickly and efficiently, members of the housekeeping team
can go a long way towards maintaining high levels of guest
satisfaction.
3. The maintenance department, whose staff provide adequate hot and
cold water, sanitation, heating, lighting and ventilation as well as
maintaining and repairing individual articles and area within the
rooms operation.
IMPORTANCE OF HOUSEKEEPING
Housekeeping is an important department of the hotel industry

especially responsible for cleanliness, aesthetic upkeep of the rooms,
maintenance, public area, back area and surroundings. After cleanliness
and quality of the rooms and services, a hotel solely survives on the sale of
room, food, beverages and other minor amenities and services, for instance,
health club, gymnasiums, relaxing spas etc.

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The sale of the rooms and services constitute a minimum of 50% of all sales,
making it a major constituent of the hotel’s margin of profits. Now, the effort
and hard work that the housekeeping department makes in giving their
clients a desirable experience often has a direct bearing on the guest’s stay
in the hotel. Hotel rooms and suites are the heart of a hotel. And the
housekeeping department not only prepares tidy and comfortable
guestrooms on a regular basis for arriving clients, but also cleans and
maintains a certain quality of rooms in a hotel so that the surroundings look
as fresh as new and attract customers to stay longer or choose the services
again in future.
Thus, Housekeeping is an ancillary department that is committed to

devoting its services in a huge way towards the overall reputation and
success of the hotel industry.
It is often said that the job of housekeeping department is a well-rounded

operation that tirelessly works for a time frame of 24 x 7 x 365. Other than
the hotel industry, professional housekeeping personnel are highly in
demand in cruise liners and luxury settings. Since several such
organizations prefer to outsource housekeeping functions, contract
housekeeping is becoming an extremely popular choice these days.
Duties and responsibilities of the Housekeeping Department
 Always achieve the maximum possible efficiency in ensuring the comfort

of clients and in smooth sailing of the guest’s stay,
 Always establish a comforting and soothing atmosphere and ensure

reliable and courteous services from all other staffs of the department,
 Always ensure utmost standards of cleanliness and general upkeep in all

areas that befall on the shoulders of the housekeeping department,

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 Always honour the idea that the hotel guest is your guest, and the hotel
room is your own home. Have a sense of pride in hosting the client and
make him feel welcome at all times,
 Always ensure that all required safety and security guidelines are met for
the client’s satisfaction,
 Always provide clean linens and maintain the inventory for the same,
 Always provide the necessary uniforms for all the staff and maintain
adequate reserves for the same,
 Always cater to the laundering requirements of the guests and maintain

the decor of the room to the best standard,
 Always coordinate renovation and refurbishing of the hotel property in

accordance with the rules provided by the management and interior
designers,
 Always ensure a good working relationship with other departments.
 Housekeeping management, thus, is at the core of all vital hotel

operations and can make the difference between a beloved hotel and one
that guests are unlikely to visit again

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HOUSEKEEPING REQUESTS FROM GUESTS
1.Need for item sent to the room
Valet or laundry Roll away beds Extra tea, coffee, sugar &
service milk sachets
Extra crockery & cutlery Bread toaster

Iron and ironing
board
Extra towels Electric kettle Extra pillows

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Extra hangers Extra blanket Extra bathroom
supplies
2.Servicing of room
Rectification cleaning
-if the guest have
requested
an improvement in
the servicing of
the
make up
make up

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3.Repair or removal of broken equipment
Television Heating and cooling Air conditioner

controls
4. Instructions to enable them to work equipment:
Television In-room safe
Lights
- especially where room cards
are needed to activate the power
to a room.

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Lost & Found
-Guests may also contact
housekeeping when making a Lost
and Found enquiry.
-They may have found an item in a
room they have just been roomed in
or they may contact housekeeping
after they have departed to enquire
about something they have lost.
5. Handling complaints
Noisy people in the Poor views from the

balcony
room next doors
Noisy pigeons outside the room

which stop guests getting to sleep Noisy elevators near
the room

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HANDLING GUEST COMPLAINTS
 Remain pleasant at all times, but do not smile
when the guest is complaining

 Listen without interruption
 Know the correct procedure and the establishment

policy on dealing with customer complaints
 Ask the guest how they would like you to resolve the
problem
 Focus on the issue and don’t take the complaint personally
 Apologize to the guest for any inconvenience
 Advise your supervisor and get their feedback as to how they feel you
handled the situation.
HOUSEKEEPING REQUESTS FROM STAFF

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Housekeeping not only services the needs of the guest. As the
department is also responsible for the cleanliness of a property, it is often
called upon to handle requests made by other departments. Therefore all
departments will have requests of housekeeping. As for dealing with
requests from guests, these requests must be handled in a professional and
timely manner.
1. Cleaning
-Cleaning duties
-Cleaning of in-house
facilities
-Emergency cleaning &
cleaning and servicing
of staff
-Changing rooms
2. Staff Uniforms
-Order and supply

-Providing laundry service
3.Provision of Supplies
of staff uniforms
-Cleaning products, rags,

equipment & chemicals
-Clean linen for F and B
departments
-Towels for gymnasiums

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4.Security
-Check rooms and floors

for safety concerns
-Ensure guest room
and emergency doors
are shut
-Close storerooms
5.Other tasks
-Move room service trays from rooms or corridor to appropriate store area
-Check mini bars for departing guests
-Check actual status of a room – whether a guest has actually left the
room or if it is occupied.

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RECORD HOUSEKEEPING REQUESTS
Any contact that housekeeping has with a guest has the potential for a
request to be made by the guest. The reality is that
guests rarely speak with housekeeping staff unless
they have a need to do so. Appropriate response
must be considered.
 Use of appropriate guest contact skills.
 Recording and confirming name and room

number.
 Use of appropriate internal form.
 Apologizing, where appropriate.
 Confirming detail of required service and/or items.
SELF-CHECK 1.1-1
Receive and Record Housekeeping Requests
1. Give at least 10 examples of requests made by guest.

2. Give at least 10 examples of requests made by staff.

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ANSWER KEY 1.1-1
1. Give at least 6 examples of requests made by guest.
a. Valet or Laundry service k. Blanket
b. Roll away bed l. Bathroom supplies
c. Extra tea, coffee, sugar & milk m. Servicing room (rectification cleaning
sachet/s &.
d. Extra crockery & cutlery make up room service)
e. Iron & ironing board n. Handling complaints (Noisy people in
f. Bread toaster the room next doors, noisy pigeons &
g. Extra towel/s poor views from the balcony )
h. Electric kettle o. Repair or removal of broken equipment
i. Hanger/s (TV,heating,cooling control & air
j. Pillow/s conditioner)
p. Instructions to enable them to work
equipment (In-room safe & TV)
2. Give at lest 6 examples of requests made by staff.
c. Cleaning (cleaning duties,cleaning of a. Security (check rooms, and floors for
in-house facilities,emergency safety concerns, ensure guest room
cleaning & cleaning and servicing of and emergency doors are shut &
staff & changing rooms) close storerooms)
d. Staff uniforms (Order and b. Other tasks (Move room service trays
supply,providing laundry service of from rooms or corridor to appropriate
staff uniforms ) store area, check mini bars for

departing guests & check actual
e. Provisions of supplies (Cleaning
status of a room – whether a guest
products, rags,equipment &
has actually left the room or if it is
chemicals, clean linen for F & B
occupied)
departments &Towels for
gymnasiums)

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Confirm and Note Request Details and Advise Delivery of
Times of Items
 Confirm and note the details of the request in accordance with

enterprise procedures.
 Advise delivery of times of items in accordance with enterprise
procedures.
 Handle situation during breakdown of service.
Introduction
As part of hotel services, the hotel may allow certain items to be lent to
guests for their use while in the hotel. However, anything that is issued
should be recorded and acknowledge – signed by the guest so that in case
the item is lost or not returned, the guest could be made accountable. The
cost of the item shall be charged to his account in case of lost.After a
request has been received, recorded and confirmed, you should provide the
guest with an estimated time frame as to when the request will be met.
Confirming what is needed
 The key to this is repeating back to the guest what it is they have told
you they want, using your establishment knowledge to clarify any
areas that are not clear.
 Sometimes the guest will ask questions about what is available to suit
their need, so you need to respond accurately and honestly to these
questions.

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Noting details of what is needed
 The key to this is to not rely on your memory but rather to write down
the relevant details.
 When a guest makes a request simply write down:
 Guest name
 Room number
 Specifics of the request
 Time for delivery to the room that was agreed to
After a request has been received, recorded and confirmed, you should
advise or provide the guest with an estimated time frame as to when the
request will be met.
Keys to agreeing on a timeline
 The time frame for meeting any guest request must be reasonable and
achievable.
 Get their agreement.
 Remember you will probably have other tasks to do and other guest
needs to provide so the Golden Rule is ‘Under-promise and
over-deliver’.
Procedure in the issuance of requested items:
1. In the form, write down the name of the guest, his/her room
number and the date of issuance. Check the condition of item
(whether remote control,electric kettle etc.) Ask guest to
acknowledge and sign in the form.
2. Copy of the acknowledgement receipt is issued to the Front Office
clerk who attaches it to the guest folder/folio so that during check
out process the cashier can first verify the said item has been

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returned. If not, hes/she shall remind the guest to return it,
otherwise it will be charged to their account
3. HOTEL
Housekeeping Department
CONTROL FORM FOR BORROWED ITEMS
Room Number: 202

Guest’s Name: Ms. Jane
Date: April 8, 2024
Time: 06:00 P.M.
Issued by: M. Jay
Received one (1) unit of

_____________: Remote Control
_____________: Electric Kettle
_____________: Charger adapter
_____________: Others
____________________________
Guest Signature
Returned/Retrieved from guest on:

Received by:
NOTE: TO BE CHARGED IF NOT RETURNED

1 copy: Guest
1 copy: F.O. Clerk
1 Copy : Housekeeping Department
*Always remind the guest the possibilities/consequences whenever the

items borrowed are damaged or loss and should be return on the time
indicated at the form.

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Advise delivery times of items
Time delays
Despite your best efforts there will probably be

times when a breakdown arises in relation to
services provided by the housekeeping department.
In all instances the guest should:
 Receive an apology for this lapse in

service
 Appropriate remedial action should be

taken immediately
 Try to retrieve the situation to the best extent possible.
Breakdown in service
Examples of breakdown in providing housekeeping services to rooms
 Sub-standard servicing of the

guest room when the room was
prepared
 A previous promise to deliver a

service may not have been
fulfilled
 A room displaying a ‘Do Not

Disturb’ sign had not been
serviced
 A promise to deliver something to a room by a certain time may

not be able to be met

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 An item that was promised to a guest turns out to be
unavailable and can’t be supplied as promised.
Keys to making apologies
Where there has been a delay you must

apologise for this.
You must:
 Be sincere and brief in your

apology
 Apologise for the lack of service

or item that wasn’t delivered
 Include an apology for any

inconvenience that has been caused
The apology should never:
 Blame anyone else
 Discredit the establishment
 Commit the establishment to making some form of recompense

or compensation

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SELF-CHECK 1.1-2
Confirm and Note Request Details and Advise Delivery of

Times of Items
1. What should you write down when a guest makes a request?

2. What is the procedure in the issuance of guest requested items?
3. Provide at least two examples of breakdown of service.
4.

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ANSWER KEY 1.1-2
1. What should you write down when a guest makes a request?

 Guest name
 Room number
 Specifics of the request
 Time for delivery to the room that was agreed to.
 Times of delivery of items
2. What is the procedure in the issuance of guest requested items?
1. In the form, write down the name of the guest, his room number
and the date of issue. Check the item (whether adaptor, remote
control, etc.) Ask guest to acknowledge and sign in the form.
2. Copy of the acknowledgement receipt is issued to the Front Office
clerk who attaches it to the guest folder/folio so that during check
out the cashier can first verify the said item has been returned. If
not, he shall remind the guest to return it, otherwise he will be
charged for it.
3. Provide at least two example of breakdown of service.
 Sub-standard servicing of the guest room when the room was
prepared
 A previous promise to deliver a service may not have been
fulfilled
 A room displaying a ‘Do Not Disturb’ sign had not been serviced
 A promise to deliver something to a room by a certain time may

not be able to be met
 An item that was promised to a guest turns out to be

unavailable and can’t be supplied as promised.

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Housekeeping Co-Ordination with Other Department
 Identify the different department in hotel and its role.

 Coordinate with other department within the hotel
 Refer guest request to appropriate department
Introduction
Housekeeping is like a center of circle in a wheel maintaining close contacts

directly or indirectly with all the major departments of hotel. There must be
a change of team work among all the employees to run the organization
without any hazard. This is influence by the management policy and the
behavior of the executive and supervisors towards the workers.

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OTHER DEPARTMENTS IN HOTEL
Housekeeping co-ordination with front-office*
The co-operation between housekeeping and front office should be very

intimate or close. Housekeeping prepares
the room and front-office sales that room
after preparing. Until and unless a close
relationship is not maintained it will be a
quite tough for a front office to sell the room
as it is the housekeeping department which
cleans and shape the room after the guest departs and the front office
reports to the housekeeping department about the number of rooms vacated
so that the housekeeping department can do the cleaning and hand over the
rooms.
Housekeeping co-ordination with F/B service
The restaurant, banquet and other F/B outlets

constantly requires clean tablecloths, napkins
etc. The staff who are also working in those
outlets require clean uniform on daily
basis.The former because they are in guest
contact and the later to maintain the standard
of hygiene . Housekeeping is also required in
all the F/B outlets to get the outlet clean
before it opens for the guests.
Housekeeping co-ordination with Human Resource
Housekeeping co-ordinates with the personal

department for recruitment of staff, issuing of
identity cards lockers promotion, confirmation
and other facilities.
Housekeeping co-ordination with purchase
The purchase department helps the housekeeping in purchasing various

items used in housekeeping department such as guest supplies, room
stationery various cleaning agents linens etc.
Housekeeping co-ordination with security
The guest room is a private place and

hotels spent lots of money to ensure the
privacy and security. However the guest
can take the advantage of this privacy by
gambling performing any illegal activities
inside the room. The housekeeping
personal have to be alert to those going out and inform the security to take
action against them.
Housekeeping co-ordination with maintenance*
One of the most important functions of

housekeeping department is to maintain the hotel
or the purpose of keeping the furniture in working
order for the safe of the guest. Hence a proper co-
relation is necessary with the engineering
department. Which actually carries out the task of
fixing out of order furniture, replacement of all the all the electrical goods
repairing of all the plumbing items etc
Housekeeping co-ordination with laundry*
It is the part of housekeeping that can either

enhance the quality of housekeeping services.
The responsibility of laundry is to wash dirty
clothes and deliver clean and fresh linens to

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Revision # 00
the guest as well as the other departments of hotels. The laundry has to
supply clean linens to the housekeeping department time to time in order to
run the operation smoothly. Housekeeping has to ensure that the clean
linen is issued to the guest room restaurant and health club.
Housekeeping co-ordination with store
Normally housekeeping department has a store

that stocks housekeeping linens supplies
independently .Small hotels have only one store
which is called general store. The relation between
housekeeping department and the store is
important as it ensures the day to day availability
of items required by the housekeeping department
by the store
Housekeeping co-ordination with kitchen
Housekeeping supplies day to day fresh

uniform ,dusters to the kitchen people and
ensure through pest control inside the
kitchen.

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SELF-CHECK 1.1-3
Housekeeping Co-Ordination with Other Department
Instructions: Read the statements carefully then write TRUE if the

statement is correct and write FALSE if it is wrong. Write your answer on
separate sheet of paper.
_______1. The co-operation between housekeeping and front office should

not be very intimate or close.
_______2. Maintenance prepares the room and front-office sales that room
after preparing.
_______3. The restaurant, banquet and other F/B outlets constantly requires
clean tablecloths, napkins etc.
_______4. Housekeeping co-ordinates with the personal department or front

office department for recruitment of staff, issuing of identity
cards lockers promotion, confirmation and other facilities.
_______5. The security department helps the housekeeping in purchasing

various items used in housekeeping department such as guest
supplies, room stationery various cleaning agents linens etc.
_______6.The housekeeping personal have to be alert to those going out and

inform the security to take action against them.
_______7. Security department carries out the task of fixing out of order
furniture, replacement of all the all the electrical goods repairing
of all the plumbing items etc.
_______8. The responsibility of laundry is to wash dirty clothes and deliver

clean and fresh linens to the guest as well as the other
departments of hotels.
_______9. The relation between housekeeping department and the store is

important as it ensures the day to day availability of items
required by the housekeeping department by the store.
______10. Housekeeping supplies day to day fresh uniform ,dusters to the

kitchen people and ensure through pest control inside the
kitchen.

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ANSWER KEY 1.1-3
1. True
2. False
3. True
4. False
5. False
6. True
7. False
8. True
9. True
10. True

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TASK SHEET 1.1-4
Title: Receiving Housekeeping Requests
Performance Objective: Given the material/s needed, you should be able to

receive housekeeping requests.
Material/s: FO Form
Steps/Procedures:
1. In the form, write down the name of the guest, his room number and the
date of issue.
2. Check the item (whether linens, pillows, blankets, roll away beds, etc.). Ask
guest to acknowledge and sign in the form.
3. Copy of the acknowledgement receipt issued to the Front Office cashier who
attaches it to the guest folder/folio so that during check out the cashier can
first verify the said item has been returned. If not, he shall remind the guest to
return it, otherwise he will be charged for it.
4. Remind the guest the possibilities/consequences whenever the items
borrowed are damaged or loss should be return on time indicated at the form.
5. Requested item should be promptly located and delivered within agreed time
frames.
6. If not delivered on time, ask apology to the guest for the delayed service.
Assessment Method:
Demonstration

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HOTEL
Housekeeping Department
CONTROL FORM FOR BORROWED ITEMS
Room Number:
Guest’s Name:
Date:
Time:
Issued by:
Received one (1) unit of

_____________: Remote Control
_____________: charger Adaptor:
: Others
____________________________
Guest Signature
Returned/Retrieved from guest on:

Received by:
NOTE: TO BE CHARGED IF NOT RETURNED

One copy: Guest
One copy: F.O. Clerk
One Copy Housekeeping Office

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PERFORMANCE CRITERIA CHECKLIST
TASK SHEET 1.1-4
Trainee’s Name: Date:
CRITERIA YES NO
Did you....
1. Write down the name of the guest, his room number and
the date of issue?
2. Check the item (whether linens, pillows, blankets, roll

away beds, etc.)?
3. Ask guest to acknowledge and sign in the form?
4. Copy of the acknowledgement receipt issued to the Front

Office clerk?
5. Remind the guest the possibilities/consequences whenever

the items borrowed are damaged or loss should be return on
time indicated at the form?
6. Locate and deliver within agreed time frames the requested

item?
7. Ask apology to the guest for the delayed service if not

delivered on time?
Comments / Suggestions:
Trainer: Date:

Reviseed by:
Revision # 00
REFERENCES
TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

(TESDA). 2013. Training Regulation in Housekeeping NC II.
Taguig City, Metro Manila
INTERNET
https://bngkolkata.com/housekeeping-co-ordination/)
https://slideplayer.com/slide/5859697/
TABLE OF CONTENTS
PAGE

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Revision # 00
How to Use this Competency-Based Learning Material
…………………………….1
Recognition of Prior Learning (RPL)
…………………………………………………….2
Module Contents
…………………………………………………………………………….6
Learning Outcome 1: Receive Housekeeping Requests
Learning Experiences
……………………………………………………………………9
Determining Learner's Training Requirements
…………………………………..14
Information Sheet 1.1-1
…………………………………………………………………..16
Self-check 1.1-1
…………………………………………………………………………..30
Answer Key 1.1-1
…………………………………………………………………………..31
…………………………………………………………………..32
Self-check 1.1-2
…………………………………………………………………………..35
Answer Key 1.1-2
…………………………………………………………………………..36
…………………………………………………………………..37
Self-check 1.1-3
…………………………………………………………………………..40
Answer Key 1.1-3
…………………………………………………………………………..41

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Task Sheet 1.1-4
…………………………………………………………………………..42
Performance Criteria Checklist 1.1-4
…………………………………………………..44
References
…………………………………………………………………………………..45

Reviseed by:
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Reviseed by:
Revision # 00

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COMPETENCY BASED LEARNING MATERIAL

SECTOR: TOURISM (Hotel and Restaurant)

Technical Education & Skills Development Authority

The unit of competency, "Provide Housekeeping Services to Guests" is

The module, Providing Housekeeping Services to Guests, contains

In this module, you are required to go through a series of learning

- Read Information Sheets and complete the Self Checks. Suggested

QUALIFICATION Date Developed: Document No.

HOUSEKEEPING NCII HOUSEKEEPING

UNIT OF COMPETENCY: Issued by: Page

-You must pass the Institutional Competency Evaluation or assessments for

QUALIFICATION Date Developed: Document No.

HOUSEKEEPING NCII HOUSEKEEPING

UNIT OF COMPETENCY: Issued by: Page

A Trainee Record Book (TRB) is provided for you to record important

If you can demonstrate to your trainer that you are competent in

QUALIFICATION Date Developed: Document No.

HOUSEKEEPING NCII HOUSEKEEPING

UNIT OF COMPETENCY: Issued by: Page

Inside this Competency-Based Learning Material are several “Learning

 Information Sheet- This will provide you with information (concepts,

This module is prepared to help you achieve the required competency,

HOUSEKEEPING NCII HOUSEKEEPING

UNIT OF COMPETENCY: Issued by: Page

QUALIFICATION Date Developed: Document No.

HOUSEKEEPING NCII HOUSEKEEPING

UNIT OF COMPETENCY: Issued by: Page

No. Unit of Competency Module Title Code

QUALIFICATION Date Developed: Document No.

HOUSEKEEPING NCII HOUSEKEEPING

UNIT OF COMPETENCY: Issued by: Page

UNIT OF COMPETENCY : Provide Housekeeping Services to Guests

MODULE TITLE : Providing Housekeeping Services to Guests

: This unit of competency deals with the skills and

NOMINAL DURATION : 50 hours

SUMMARY OF LEARNING OUTCOMES:

At the end of the module you must be able to:

LO 1: Receive housekeeping requests.

QUALIFICATION Date Developed: Document No.

HOUSEKEEPING NCII HOUSEKEEPING

UNIT OF COMPETENCY: Issued by: Page

QUALIFICATION Date Developed: Document No.

HOUSEKEEPING NCII HOUSEKEEPING

UNIT OF COMPETENCY: Issued by: Page

1. Receive and record housekeeping requests.

3. Housekeeping co-ordination with other department

1. Guest/staff housekeeping requests and service delivery are accepted and

Recommended list of tools, equipment and materials for the training of a

HOUSEKEEPING NCII HOUSEKEEPING

UNIT OF COMPETENCY: Issued by: Page

QUALIFICATION Date Developed: Document No.

HOUSEKEEPING NCII HOUSEKEEPING

UNIT OF COMPETENCY: Issued by: Page

Based on the class intake of 25 students/trainees, the following are necessary:

Space Size in Meters Area in Sq. Total Area in Sq.

Lecture 8 x 5 m. 40 sq. m. 40 sq. m.

Demo/Mock/ 4 x 6 m. 24 sq. m 24 sq. m.

Total workshop area: 114 sq. m.

QUALIFICATION Date Developed: Document No.

HOUSEKEEPING NCII HOUSEKEEPING

UNIT OF COMPETENCY: Issued by: Page

QUALIFICATION Date Developed: Document No.

HOUSEKEEPING NCII HOUSEKEEPING