HOUSEKEEPIN

G
LO 1. Handling
Housekeeping
Request
1.1 Hotel Codes, rules and
regulations
OBJECTIVES:
A. Explain the importance of implementing hotel codes, rules, and regulations
in the context of handling housekeeping requests.

B. Appreciate the significance of adhering to hotel codes, rules, and

regulations in ensuring guest satisfaction and safety.

C. Effectively apply hotel codes, rules, and regulations when handling various
housekeeping requests through role-play exercises.
WHAT IS
HOUSEKEEPING ?

• “Housekeeping” refers to the upkeep and

maintenance of cleanliness and order in a
house or a lodging establishment such as
inn, hotel, condominium, resort, dormitory,
or hospital.
WHAT IS
HOUSEKEEPING ?
• Housekeeping is an important area in any
accommodation property.
• housekeeping is to ensure the comfort and safety
of guests.
• Housekeeping aims to enable guests to access
items as easily as in their own home.
 TWO TYPES OF
HOUSEKEEPING
Domestic Housekeeping
 refers to housekeeping maintenance in a
house. It covers all the household chores
or domestic work such as the bedrooms,
kitchen, dining, receiving area, grounds,
and the surrounding areas within the
house.
Institutional Housekeeping
 applies to housekeeping
maintenance in commercial
lodging establishments like hotels,
resorts, inns, condominiums,
hospitals, and apartments.
 WHAT IS A
HOUSEKEEPE
R?
• 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.
 IMPORTANCE OF
HOUSEKEEPING
Comfort -
It is the duty of the housekeeping department to ensure
comfort and a welcoming atmosphere to the guests as well as strive to
extend courteous, reliable and satisfactory service from staffs of all
departments.

Cleanliness and Hygiene -

A high standard of cleanliness and general upkeep in all areas. Clean and well-
maintained areas and equipment’s create a favorable impression on the guest. Hygiene
is maintained especially in the wash rooms, toilets, pool changing room, health club,
etc.
 IMPORTANCE OF
HOUSEKEEPING
Privacy -
Housekeeping staffs ensure the privacy of the guests and
they should be trained with proper procedures to enter the room.

Safety and Security

The housekeeping department staffs should ensure the
safety and security of the guests with the help of security services.

Decor -
This work is an art and the housekeeping staff is mainly responsible for
creating a pleasant atmosphere
HOTEL CODES, RULES
AND REGULATIONS
Hotel General Policies and Procedure:
1. Always bear in mind your working hours.
2. Be ready to work at your station at least 15 minutes before
the schedule. Sign in and sign out in the assigned book.
3. Always be well-groomed; uniforms must be neat and clean,
and always wear your nametag at all times.
4. Always greet your fellow workers when you first arrive at
your station.
5. No food, no chewing gum, no smoking around the working
area.
Hotel General Policies and Procedure:
6. Greet guests politely every time you see them. If you know
the name, greet them by name, if you do not use Sir or
Madam every time.
7. Be polite to guests and fellow workers, however, do not
exceed the limits of courtesy and politeness.
8. Never leave your station when nobody else is there.
9. Pick up the telephone at your station within three rings.
10. Always Smile
Hotel General Policies and Procedure:

11. Every time you have to leave your station, inform your
fellow workers where you will be and when you will be back.
12. Check the back-office board every day.
13. Do not leave your shift until you have been replaced.
14. Any staff who is unable to come to work must phone his
supervisor at least 4 hours before the shift starts.
15. Changing shifts or days off with other employees will not
be permitted un-less approved by the supervisor.
Hotel General Policies and Procedure:
16. The working area must be kept neat and clean at all
times.
17. All equipment should be used carefully with routine
maintenance.
18. Personal calls other than emergency are not made or
received while on duty.
19. Do not stay around the working area when off duty
20. Report all unusual situations promptly to your supervisor.
 The Housekeepers
must follow the Safety
Rules
The Housekeepers must follow
the Safety Rules:

• Protect their body from harmful chemicals by using Personal

Protective Equipment (PPE), such as gloves, goggles, etc.

• Keep hallways, corridors, and stairs free of obstruction

• Do not use equipment with defective electrical cords or plugs.

Report them immediately

• Keep your hands away from you, face to avoid infection.

The Housekeepers must follow
the Safety Rules:

•Walk. Don’t run. and when going up or down the stairs, grasp the
handle securely.

•Wear rubber gloves and do not handle directly abrasive solutions.

•Do not pull electrical cords from a distance

•Be aware of the location of the first aid boxes Fire Exit, location of fire
extinguisher.

•Mix any chemicals required in the presence of proper ventilation.

Hotel Rules for
the Guest
Hotel Rules for the Guest:
• Guests shall acquaint themselves with the fire safety
procedures and comply immediately with fire or other safety
drills, alarms and instructions.

• Guests shall behave appropriately and with discretion at all

times, respectful of the Hotel environment and staff, as well
as of other guests.

• During the quiet hours from 11pm to 7am, guests shall be

particularly considerate and refrain from any conduct that
could disturb others in the vicinity.
Hotel Rules for the Guest:
• Food must be consumed only in common areas and food waste
must be properly disposed of.

• Smoking, alcohol and recreational drugs are strictly prohibited.

• The facilities of the Hotel are for the enjoyment of all guests. To
this end, care shall be taken to respect the infrastructure. In
particular, furniture shall not be moved and nothing may be fixed
to furniture or walls.

• Proper care should be taken of personal valuables.

HOTEL CODES
• OCC – Occupied
It is a room that has already been assigned to a
guest who has already checked in the hotel. No one
else can take that room before the current guest
leaves.

• Stay Over
The room is assigned to a certain guest and they
are not leaving today; at least they have one more
night. The management is well aware of the
situation.

• On-Change
No one is currently in the room, but it is not yet
clean and ready for another client. The room will be
ready for resale when the management meets all
conditions.
• DND – Do Not Disturb
This means that the guest should not be disturbed
in any way. This includes all forms of destruction,
whether it is cleaning or room service.

• Cleaning in progress
The room attendant or hotel employee is currently
cleaning the room. No one (guests) will be allowed
to enter the room before the cleaning process begins.
• Sleep-out
The room is under someone else’s name, but the bed is still unused. This
means the guest has left the hotel without settling the accounts.

• On-Queue
This means that the room assigned to a certain guest is not ready or
available, but the guest has already arrived at the hotel. The guest will
have to wait.

• Skipper
The guest has not made any plans to settle their account and has already
left the hotel. The management will have to look for another way to find
that guest and settle the accounts.
• Vacant and ready
The room has gone through all the steps, cleaning and inspection,
to prepare it for the next guest. The room is not assigned to anyone yet.

• OOO – Out of Order

This means that the room cannot be occupied under any circumstance. The
room may be out of order due to extensive cleaning, maintenance or
refurbishing.

• OOS – Out of Service

This shows that a certain room is under short-term maintenance. Once the
issue (small issues) is resolved, guests can be assigned the room.
• LO – Lockout
A guest who still has pending issues with the hotel, like they have not settled their
account, will not re-enter the room until the clearance is done.

• DNCO – Did not check out

The guest left the hotel without any notification, but he or she has made
arrangements to settle the accounts. The management will have clear information on
when and how the accounts will be settled.

• DO – Due Out
The room should be vacant on the indicated date or the guest is supposed to leave
on a particular date. This is to allow another guest to enter the room.
• CO – Check Out
The guest has left the hotel in good faith (settled the accounts and returned
the keys). The room is ready for another guest.

• LC – Late Check out

The guest has made arrangements to vacate the room but requested (and
allowed) the hotel management to leave at a later date.

• EC – Early Check in
The guest has requested the hotel management to check in on a date
earlier than the previously indicated date and time.

• VC – vacant and clean

The room is vacant and cleaned by the housekeeping and is ready for the next
guest. The room will have this status until another guest makes the
reservation.
Thank
you