ASSUMPTA TECHNICAL HIGH SCHOOL

Sta. Monica, San Simon, Pampanga

S.Y. 2023 – 2024

HOTEL AND RESTAURANT SERVICES

Grade 10

QUARTER: 4
I. Topic: Introduction to Housekeeping Management
Time Frame: 1 Week

II. Most Essential Learning Competencies:

Housekeeping Management

III. Learning Objectives:

At the end of the module, you will be able to:
▪ Describe the role of the housekeeping department in hospitality operations;
▪ Explain the relationship between the housekeeping and the front office
department;
▪ Explain the flow of housekeeping organization; and
▪ Summarize issues involving the housekeeping department

IV. Formation Standard:

The learner will become mindful of the things and people around him/her when he/she
performs the duties and responsibilities of a Housekeeping Personnel.

(CV: Love that leads to self-giving and sacrifice )

V. Learning Activities

Let us pray…

ATHS Module for Hotel & Restaurant Services: Introduction to Housekeeping Management | 1
 https://www.youtube.com/watch?v=m3oTx5KHGls&ab_channel=P%26GProfessional

SHARE YOUR THOUGHTS!

1 Interactive Tool/Apps: PADLET.COM

What do you think are the duties and responsibilities of a Housekeeping Personnel
based on the video that you’ve watched?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
______

Within the Rooms Division, the housekeeping department has frequent communication
with the front office department, specifically with the front desk area. Normally, the front
desk agent cannot assign guestrooms until the rooms have been cleaned, inspected, and
released by the housekeeping department.

ATHS Module for Hotel & Restaurant Services: Introduction to Housekeeping Management | 2
 In this module, you will look into the importance of communication between the two
departments, how housekeeping interacts with maintenance, the role of planning in the
housekeeping department, and the changing involvement of housekeeping supervisors.

Housekeeping Organization
The word “Housekeeping” refers to the
upkeep and maintenance of cleanliness and
order in a house or lodging establishment such
as an inn, hotel, apartel, condominium, resort,
dormitory, or hospital. A housekeeper is one
who is responsible for administering
housekeeping maintenance and for ensuring
that everything is in order. She sees to it that all
occupants are comfortable, safe, and protected
from disease-causing bacteria.

TYPES OF HOUSEKEEPING

DOMESTIC HOUSEKEEPING
housekeeping maintenance in a house, covers
bedrooms, kitchen, dining, receiving area,
grounds and surrounding areas of the house.
Usually the wife/mother or caretaker acts as
the head of the housekeeper and is responsible
for keeping the household in proper order. She
sees to it that the rooms are clean and well
maintained; makes that soiled dishes are
cleaned and polished and linen are properly
washed, pressed and safely stored. She also
manages food preparation and dining service.

2 HOUSE TASKS!
Interactive Tool/Apps: MENTIMETER.COM

What are your responsibilities at home? Enumerate them below.

1. ____________________________________________________________
2. ____________________________________________________________
3. ____________________________________________________________
4. ____________________________________________________________
5. ____________________________________________________________
6. ____________________________________________________________
7. ____________________________________________________________
8. ____________________________________________________________
9. ____________________________________________________________
10. ____________________________________________________________

ATHS Module for Hotel & Restaurant Services: Introduction to Housekeeping Management | 3
 INSTITUTIONAL HOUSEKEEPING
housekeeping maintenance in commercial
lodging establishments like hotels, resorts,
inns and apartels usually covers the following:
▪ Guest rooms
▪ Hallways and corridors
▪ Lobby
▪ Public rooms and restaurants
▪ Offices
▪ Stairways
▪ Windows
▪ Stores, concessionaire shops
▪ Grounds
▪ Linen and laundry area

Housekeeping job among commercial establishments is more complex to manage than

those done in the house. With a lot of guests to attend to, the housekeeping responsibilities in
hotels, resorts, and other commercial lodging are distributed to several sections of the
housekeeping department. There is a section that attends to the maintenance of guestrooms;
another on the public areas while a separate unit takes care of linen/laundry services. Though
each section attends to a specific function, efforts have to be well-coordinated among the
various sections to ensure efficient housekeeping maintenance.

3 COUNT YOUR VOTE!

Interactive Tool/Apps: POLLEVERYWHERE.COM
How do you find the tasks of a housekeeping personnel who
works in the hotel industry? Put a check on your answer.

CHALLENGING EASY

SCOPE OF HOUSEKEEPING MAINTENANCE

The responsibilities of the Housekeeping Department include the following:
1. Guestrooms Maintenance which covers
tasks like:
▪ Maintaining cleanliness and
orderliness in the guestrooms
▪ Furnishing the room with the
necessary amenities and supplies
such as bed, linen, appliances, etc;
▪ Attending to service request of house
guests; and
▪ Keeping the area free of safety
hazards;
ATHS Module for Hotel & Restaurant Services: Introduction to Housekeeping Management | 4
2. Maintenance of Public Areas to include
the following:
▪ Maintaining the cleanliness and
orderliness in all public areas which
include the lobby, corridors, function
rooms, grounds, etc.
▪ Maintaining the upkeep of the
surroundings of the building by
keeping it clean and free of liters;
▪ Maintaining an attractive landscape
to enhance eye appeal;
▪ Keeping the public areas free of
safety hazards; and
▪ Undertaking minor repairs like busted bulbs, broken furniture, etc.
2. Providing Linen/Laundry Service such
as:
▪ Collecting and delivering laundry
items for house guests or in house
occupants;
▪ Washing, drying, ironing guest
laundry as well as linens used in
banquet functions, foodservice, and
guestrooms and
▪ Mending service
3. Washing, issuance, Repair, and
Inventory of Employees’ uniforms
4. Installation, Cleaning, and Maintenance of Fixtures and Facilities like furniture and
appliances.
5. Provision of special services like babysitting, polishing shoes, etc.

STANDARDS OF IDEAL HOUSEKEEPING

1. Cleanliness
▪ All areas are immaculately clean, corner to
corner, top to bottom, including surfaces
▪ Closets, cabinets, and storage areas are also
kept clean.
▪ Furniture and fixtures are properly dusted;
doorknobs and metal fixtures are polished with
the right metal polishing chemical.
▪ Windows and glass panels are dusted and
polished
▪ Floors are vacuumed, polished, or shampooed
when necessary.
▪ Grounds are free of liters and dirt.

ATHS Module for Hotel & Restaurant Services: Introduction to Housekeeping Management | 5
2. Orderliness
▪ Facilities and fixtures are properly arranged
and installed inappropriate location.
▪ Room amenities are properly installed
inappropriate location;
▪ The linen is neatly folded.
▪ Beds are made up properly, linen is mitered
and wrinkle-free.

3. Sanitation
▪ The whole area is free from all sources of
bacterial contamination such as un-disposed
garbage and leftover, stagnant water, etc.
▪ Wet garbage is properly underlined with
plastic, covered, and disposed of regularly.
▪ All items for the personal use of guests and which come in contact with the body
like linen, cutleries, glasses, etc. are sanitized with sanitizing detergents to protect
guests from bacterial contamination
▪ Glasses and water jugs that are installed in guestrooms are covered.
▪ The area is protected .from pest infestation and regularly fumigated.

4. Guests’ Comfort
▪ Rooms are properly ventilated and lighted
▪ Guests are not disturbed by noise and other
forms of distractions.
▪ There are sufficient amenities for the comfort of
guests like linen, toiletries, drinking glass, etc.

5. Eye Appeal
▪ The ambiance is soothing to the eyes, not dim
or dull.
▪ There are suitable interior designs and proper
blending of colors.
▪ No eyesore can be found in guest-contact areas.
▪ Wall decors and TV sets are posted at eye level.

6. Safety
▪ The rooms, function rooms, and public areas
are free from any safety hazards like an open
electrical outlet, dangling wires, damaged tiles,
slippery floors, broken chairs, etc.
▪ The building is provided with all required
safety facilities like ventilated fire exits,
emergency alarm, fire extinguishes/hoses,
luminous safety signs, etc. safety standards
prescribed for building maintenance by the
government are strictly enforced;
▪ Safety instructions during emergencies are
available in all rooms.
ATHS Module for Hotel & Restaurant Services: Introduction to Housekeeping Management | 6
 ▪ The hotel is prepared for any emergency, has a well-organized safety or
emergency procedures and emergency brigade;
▪ All staff is trained on emergency procedures.
▪ Trained roving guards are available to check movements in guestrooms and to
ensure the protection of guests.

6. Materials Control and Preventive Maintenance

▪ There is a designated budget for supplies and
materials.
▪ Consumption of supplies is always monitored.
▪ Par stock requirements are maintained;
▪ All tools and equipment are stored safely in
their appropriate storage.
▪ Chemicals are diluted properly and used
sparingly.
▪ Supplies and materials are consumed within the
limits of the budget.
▪ All appliances and equipment are regularly
checked for any damage to avoid accidents
▪ Losses, damages, and equipment breakdown are
properly reported, documented, and accounted for
▪ There is a regular inventory of supplies and materials
▪ Effective control measures are designed and enforced to prevent losses and
pilferages
▪ Regular cleaning and check-up of equipment is undertaken
▪ Staff is trained on the proper maintenance of equipment.

7. Guest Relations
▪ Guest's requests and concerns are given prompt
and proper attention.
▪ Staff exhibit a warm and pleasant disposition in
dealing with guests.
▪ Tact and courtesy are observed in dealing with
customer complaints.
▪ Customer feedback is solicited to determine
guests’ satisfaction.
▪ Customer feedback and concerns are logged
down and discussed for corrective action during
meetings.
▪ Staff expresses warm appreciation and gratitude
for guest patronage.
▪ Customer needs and concerns are promptly and
properly attended.
▪ There is an accurate and appropriate response to inquiries;
▪ The staff does out of their way to render extra service to guests.
▪ Guests with special problems like the sick, intoxicated ones, etc. are given the
necessary assistance and support.

ATHS Module for Hotel & Restaurant Services: Introduction to Housekeeping Management | 7
Competencies of a Housekeeping Professional
1. Smile
2. Grooming and Hygiene
3. Basic Etiquettes
4. Orderliness
5. Teamwork
6. Attitude
7. Self-Discipline
8. Courtesy
9. Intrapreneurship
10. Continuous Education
11. Customer Orientation
12. Physical Fitness
13. Eye for detail
(Kasavana & Brooks, 2005)

4 HOTEL FEEDBACKS
Interactive Tool/Apps: ANSWERGARDEN.CH

Search for hotel feedback in the Philippines that talks about guests being satisfied in their
hotel accommodation and take a screenshot and upload it on Aralinks. We will be discussing
the feedbacks during our time. Please see the example below:

Guide Questions:
1. What do you think are the things that a guest expects in a hotel room and hotel
vicinity during their stay?
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2. As housekeeping personnel, what can you do to ensure guest satisfaction?
__________________________________________________________________
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__________________________________________________________________

ATHS Module for Hotel & Restaurant Services: Introduction to Housekeeping Management | 8
 THE VALUE OF Kindness

Essential Learning
A large amount of money is invested in construction of a hotel therefre the long life of
floor surfaces, wall finishes, floor covering, furniture, and other items is important to
ensure a long life. This can be done with a little care, regular cleaning and maintenance by
the cleaning staff. The housekeeping department is responsible for all the aspects of the
cleaning in the hotel. It is an important point for the reputation of the hotel and for the
guest because it creates a pleasant and hygienic environment.
The housekeeping department plays an important role in fulfilling the guest
expectations from a hotel. The housekeeping department is located at the back of the
house and is a minor revenue generating department but plays an important role in
assisting the front office in sale of hotel rooms and earning profit. (Introduction to
Housekeeping Department and its Responsibilities, n.d.)

5 FORMATIVE ASSESSMENT
Interactive Tool/Apps: QUIZZIZZ.COM

Write True if the statement is correct and False if not.

_________ 1. Sanitation and safety is not the main concern of the housekeeping department.
_________ 2. One of the main functions of housekeeping is communicating with the bell
service department.
_________ 3. Institutional housekeeping is responsible for keeping the household in proper
order.
ATHS Module for Hotel & Restaurant Services: Introduction to Housekeeping Management | 9
_________ 4. One of the scopes of housekeeping maintenance is to keep the area free of
safety hazards
_________ 5. To ensure guest’s comfort, the rooms should be covered with thick curtains to
keep the light from coming through the windows and avoid disturbing the guest

Summative Assessment (Please see attached copy)

Self-Assessment / Self-Evaluation

Do you have any recommendation/s on how we can improve the module?

______________________________________________________________
______________________________________________________________

What important value did you learn from this module and how will you apply
it in your daily life?
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References
Introduction to Housekeeping Department and its Responsibilities. (n.d.). Retrieved from
Eduzaurus Samples: https://eduzaurus.com/free-essay-samples/introduction-to-
housekeeping/
Kasavana, M. L., & Brooks, R. M. (2005). Managing Front Office Operations. Lansing,
Michigan: EDUCATIONAL INSTITUTE American Hotel & Lodging Association.

What is your biggest take away from today’s lesson?

How can you use it in your daily life?

ATHS Module for Hotel & Restaurant Services: Introduction to Housekeeping Management | 10
KEY TO CORRECTION FOR THE FORMATIVE ASSESSMENT:
1. False
2. False
3. False
4. True
5. False

ATHS Module for Hotel & Restaurant Services: Introduction to Housekeeping Management | 11