Professional Documents
Culture Documents
Welcome!
The unit of competency, Provide Housekeeping Service to Guest, is one of the
competencies of HOUSEKEEPING NC II, a course which compresses the knowledge,
skills and attitudes required for a TVET trainee to possess.
Remember to:
Work through all the information and complete the activities in each section.
Read information sheets 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 is there
to support you and show you the correct way to do things.
You will be given plenty of opportunities to ask questions and practice on the
job. Make sure you practice your new skills during regular work shifts. This way,
you will improve your speed, memory and your confidence.
Use the Self-Checks, Operation Sheets or Task or Job Sheets at the end of each
section to test your own progress. Use the Performance Criteria Checklist or
Procedural Checklist located after the sheet of check your own performance.
You need to complete this module before you can perform the next module,
Facilitating Learning Session.
List of Competencies
TABLE OF CONTENTS
Contents Page
HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIALS.................................................. 2
LIST OF COMPETENCIES........................................................................................................................ 3
TABLE OF CONTENTS.............................................................................................................................. 4
MODULE CONTENT.................................................................................................................................. 5
LEARNING OUTCOME #1 IDENTIFY AND PERFORM DIFFERENT HOUSEKEEPING SERVICES.. 7
LEARNING EXPERIENCE......................................................................................................................... 9
MODULE CONTENT
Introduction
This module covers the knowledge, skills and attitude in providing general
housekeeping services to guest.
Learning Outcomes:
1. Guest arrival list and guest history are reviewed based on guest folio.
guest needs.
8. Guest requests are noted and coordinated with other department concerned
9. Requests are handles in a polite and friendly manner in accordance with the
11. Details of requests made are confirmed and noted in accordance with
industry procedures
12. Appropriate apologies are made when requests has arisen from breakdown
in room service
13. Timeliness fro meting requests are agreed upon with guests
14. Requested items are promptly located and delivered within agreed
timeframes.
CONTENTS:
ASSESSMENT CRITERIA:
1. Guest arrival list and guest history are reviewed based on guest folio.
guest needs.
8. Guest requests are noted and coordinated with other department concerned
Tools
1. Tapes
2. Brochures/ manuals
3. Guest folio, guest list
4. caution signs
Equipment
1. Telephone
2. Computer
3. Shower (with hot and cold)
4. refrigerator
5. electric fan
6. air conditioning unit
7. shelves
8. alarm clock
9. television and video player
Materials/ Supplies
1. Pen and paper
2. Housekeeping/ FO forms
3. operating manuals
4. room supplies and amenities
ASSESSMENT METHOD:
Learning Outcome 1
Read Information Sheet 1.1-1 Read and understand the information sheet.
Check yourself by answering the Self-Check. You
Answer the Self-Check 1.1-1 must answer all questions correctly before
proceeding to the nest activity.
Read Information Sheet 1.1-2 Read and understand the information sheet.
Check yourself by answering the Self-Check. You
Answer the Self-Check 1.1-2 must answer all questions correctly before
proceeding to the nest activity.
Read Information Sheet 1.1-3 Read and understand the information sheet.
Check yourself by answering the Self-Check. You
Answer the Self-Check 1.1-3 must answer all questions correctly before
proceeding to the nest activity.
Read Information Sheet 1.1-4 Read and understand the information sheet.
Read Information Sheet 1.1-5 Read and understand the information sheet.
Check yourself by answering the Self-Check. You
Answer the Self-Check 1.1-5 must answer all questions correctly before
proceeding to the nest activity.
Read Information Sheet 1.1-6 Read and understand the information sheet.
Check yourself by answering the Self-Check. You
Answer the Self-Check 1.1-6 must answer all questions correctly before
proceeding to the nest activity.
Read Information Sheet 1.1-7 Read and understand the information sheet.
INTRODUCTION TO HOUSEKEEPING
Learning Objectives:
INTRODUCTION TO HOUSEKEEPING
The basic concept of housekeeping has started from keeping of a domestic house clean
and has gradually come to maintaining high standard of cleanliness and maintenance
of commercial levels, besides the housekeeping should also contributes to the saving in
costs of labour, cleaning material and equipment.
Housekeeping is an important and integral part of the guest experience and
satisfaction. The impact of the housekeeping function on the success of a hotels
operations cannot be underestimated, since large revenue for hotel industry is
generated mainly from the sale of rooms. The housekeeping is the department of a
hotel charged with cleaning and maintaining rooms and public spaces. From the time
a guest checks-in in a hotel till he checks out, it is the housekeeping department which
takes care of the guest by making his / her stay pleasant and comfortable.
In general, the housekeeping crew is responsible for the daily cleaning of public rooms
(lobbies, corridors, meeting rooms), private bedrooms and public washrooms. In
addition, it handles the laundering of linens and in some instances, guest laundry.
Housekeeping also performs a minor security function by providing a first alert to
potential guest problems while staff undertake daily guest bedroom cleaning.
What is housekeeping?
DEFINITION OF HOUSEKEEPING
IMPORTANCE OF HOUSEKEEPING
FUNCTIONS OF HOUSEKEEPING
The main functions of housekeeping are overall cleanliness, bed making, ensuring
maintenance of the building and its infrastructure, laundry, linen management, key
control, pest control, safety and security of the guests as well as the infrastructure and
interior decoration. All this ensure the ambience and promotes a congenial
environment.
Bed Making:
Bed making is a skill that requires to be developed by the housekeeper, as it not only
provides comfort to the guest, but also adds to the pleasant ambience of a guests
room.
Linen Management:
This involves all functions from purchase of linen to laundering, storage, supplies and
to condemnation. In a hotel different types of clothes and linen are used such as the
bed sheets, pillow covers, napkins, towels, hand towels, table covers, curtains, cushion
covers etc.
Laundry Services:
The relationship between the housekeeping and laundry is significant for the smooth
functioning of housekeeping services.
Pest Control:
Pest Control is another major job of the Housekeeping Department. It speaks badly of
a hotel where one sees rats, cockroaches, and lizards running around. Therefore, pest
control is one of the primary responsibility of the housekeeping department.
Key Control:
The room keys have to be handled efficiently and safely before and after letting the
room.
Interior Decoration:
Room Maintenance:
Good housekeeping department is just as responsible for the hotel's maintenance as
an engineering department.
DEFINITON OF TERMS
Classification of Hotel:
a. De Luxe Class
b. First Class
c. Standard Class
d. Economy Class
Requirements for a De Luxe Class Hotel. The following are the minimum requirements
for the establishment, operation and maintenance of a De Luxe Class Hotel:
Requirements for a First Class Hotel. The following are the minimum requirements for
the establishment, operation and maintenance of a first class hotel:
*Suite
There shall be one (1 suite per forty (40 guest rooms.
*Bathrooms
1. All rooms shall have bathrooms which shall be equipped with
fittings of the highest quality befitting a first class hotel with a
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24-hour service of hot and cold running water;
2. Bathrooms shall be provided with showers and or/bathtubs;
3. Floors and walls shall be covered with impervious material of
aesthetic design and high quality workmanship.
*Telephone
There shall be a telephone in each guest room.
*Radio/Television
There shall be a radio, television and relayed piped-in music in
each guest room.
*Room Service
There shall be a 24-hour room service (including provisions for
snacks and light refreshments.
*Lounge
There shall be a lobby and well-appointed lounge with seating
facilities, the size of which is commensurate with the size of the
hotel.
*Porter Service
There shall be a 24-hour porter service.
*Mailing Facilities
Mailing facilities including sale of stamps and envelopes shall be
available in the premises.
*Reception Amenities
There shall be a left - luggage room and safety deposit boxes in
the establishment.
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*Telex and Facsimile
There shall be available telex-transceiver and facsimile facilities
in the establishment.
Housekeeping Linen
shall be high of There shall be a good supply of linens, blankets, and towels
standard. shall be changed daily.
*Carpeting
All public and private rooms shall have high quality carpeting
which should be well kept at all times.
Food and There shall be a coffee shop and at least one specialty dining
Beverage room which are well-equipped, well furnished and well-
*Dining Room maintained, serving good quality cuisine and providing
entertainment.
*Bar
Wherever permissible by law, there shall be an elegant and well
stocked bar with an atmosphere of comfort.
*Kitchen
1. The Kitchen, pantry and cold storage shall be professionally
designed to ensure efficiency of operation and shall be well-
equipped, well-maintained, clean and tiled walls and adequate
light and ventilation.
2. The kitchen shall have an adequate floor area with non-slip
flooring and tiled walls and adequate light and ventilation.
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*Crockery
1. The Crockery shall be of best quality;
*Tennis/Golf/Squash/Gym/Facilities
There shall be one recreational area facility or a tie-up with one
within the vicinity of the hotel.
Entertainment Live entertainment shall be provided.
*Airconditioning
All private and public rooms shall be airconditioned (except in
areas which are at a minimum of 3,000 feet above sea level.
*Ventilation
There shall be technologically advanced, efficient and adequate
ventilation in all areas of the hotel.
*Lighting
There shall be adequate lighting in all public and private
rooms.
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*Emergency Power
General Parking/Valet
Facilities There shall be an adequate parking space and valet service.
*Function/Conference Facilities
There shall be special rooms for conference/banquet purposes.
*Shops
There shall be a DOT-accredited travel agency/tour counter,
barber shop, beauty parlor sundries shop.
Requirements for an Economy Class Hotel. The following are the minimum
requirements for the establishment, operation and maintenance of an Economy class
hotel.
*Telephones
There shall be a call bell in each guest room.
*Room Service
Room Service shall be provided at selected hours.
*Information Materials
Room tariffs shall be prominently displayed in each bedroom
plus prominent notices for services offered by the hotel
including food and beverage outlets and hours of operation, fire
exit guidelines and house rules for guests.
Front Office/ *Reception and Information Counter
Reception There shall be a reception and information counter providing a
24-hour service and equipped with telephone.
*Lounge
*Porter Service
Porter service shall be made available upon request.
*Mailing Facilities
There shall be mailing facilities.
*Reception Amenities
There shall be a left-luggage room and safe deposit boxes.
*Telex Facilities
Telex facilities shall be optional.
*Linen
Clean ,good quality linen/blankets/ towels, etc. shall be
supplied and changed daily.
*Crockery
The crockery shall be of good quality.
*Airconditioning
At least 50% of the rooms shall be airconditioned (except in
areas which are at a minimum of 3,000 feet above sea level.
*Ventilation
There shall be adequate ventilation in all rooms.
*Lighting
There shall be adequate lighting in all public and private rooms.
*Emergency Power
There shall be a spare generator to provide light and power in
emergency cases.
*Fire Prevention
The fire prevention facilities shall conform with the requirements
of the Fire Code of the Philippines.
General *Shops
Facilities There shall be a sundries counter.
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*Security
Adequate security on a 24-hour basis shall be provided in all
entrances and exits of the hotel premises.
*Medical Service
The services of a doctor shall be available when needed.
Service and 1. The staff shall be well-trained, experienced, courteous and
Staff efficient;
2. The staff shall be in clean uniforms.
CHAPTER III
Kinds of Resorts. Resorts may be categorized as beach resort (located along the
seashore, inland resort (located within the town proper or city, island resort (located in
natural or man-made island within the internal waters of the Philippine Archipelago,
lakeside or riverside resort (located along or near the bank of a lake or river, mountain
resort (located at or near a mountain of hill and theme parks.
Class AAA
Class AA
Class A
d. Public Washrooms
There shall be a clean and adequate public toilet and bathroom for male and female,
provided with sufficient hot and cold running water, toilet paper, soap, hand towel
and/or hand dryer.
f. Conference/Convention Facilities
Conference/convention facilities with attached toilets shall be provided.
g. Employee Facilities
Adequate and well-maintained cafeteria, locker rooms and separate bathrooms for male
and female employees shall be provided.
Minimum Requirements for Class AA Resort. The following are the minimum
requirements for the operation and maintenance of a class AA resort:
d. Public Washrooms
There shall be a clean and adequate public toilet and bathroom for male and female,
provided with sufficient running water, toilet paper, soap, hand towel and /or hand
dryer.
f. Conference/Convention Facilities
Conference/convention facilities shall be provided.
g. Employee Facilities
Adequate well-maintained locker rooms and bathrooms for male and female employees
shall be provided.
Minimum Requirements for a Class A Resort. The following are the minimum
requirements for the operation and maintenance of a class A resort:
f. Conference/Convention Facilities
Conference/convention facilities shall be provided.
g. Employee Facilities
Adequate and well-maintained locker rooms and bathrooms for male and female
employees shall be provided.
Section 11. Minimum Requirements for a Class A Resort. The following are the
minimum requirements for the operation and maintenance of a class A resort:
c. Room Accommodations
Class A resort shall have its rooms equivalent to those of an Economy Class hotel as
required under Section 6 hereof.
d. Public Washrooms
There shall be a clean and adequate public toilet and bathroom for male and female,
provided with sufficient running water, toilet paper and soap.
Section 12. Minimum Requirements for a Special Interest Resort. The following are the
a. Location
The camp and ground sites shall be well -drained and not subject to flooding. It shall
be distant from any source of nuisance and shall not endanger sources of any water
supply and other natural resources.
c. Room Accommodation
There shall be at least five (5 lettable bedrooms for permanent site operations. The
bedroom shall be reasonably spacious and provided with comfortable bed(s, sufficient
and fresh supply of linen, mirror and electric fax except in places where electricity is
not available. For movable operation, a minimum of sixteen (16 guests plus the staff
shall be accommodated in tents, lean-tos and the like. Where permanent tents are
used. Flooring shall be at least four (4 inches above the ground. Tents shall be
provided with adequate beddings suitable for tropical use. Theme parks may be
exempted from this requirement.
b. Lifeguard and Security - All resorts shall provide the services of a sufficient number
of well-trained lifeguards duly accredited by either the Philippine National Red Cross,
the Water Life Saving Association of the Philippines or any recognized organization
training or promoting safety objectives, and adequate security whenever there are
guests.
c. Medical Services - All resorts shall provide the services of a physician, either on-call
or on full-time basis, depending on their volume of operation and accessibility to
hospital or medical centers. In addition, resorts shall employ adequate first-aid who
have completed a course in first aid duly certified by the National Red Cross or any
organization accredited by the same. Adequate first aid medicines and necessary
life'saving equipment shall be provided within the premises.
f. Beach and Lakeside resort - there shall be placed on a beach or lakeside resort an
adequate number of buoys which shall be spread within the area to be determined by
the resort owner or keeper as safe for swimming purposes, and in compliance with
g. Designated area - The distance fronting the area of the resort with adequate number
of buoys as provided in the preceding section shall be designated as the area for
swimming purposes, and no boat, banca or other crafts shall be allowed to enter the
area designated. The resort owner or his duly authorized representative shall be
empowered under these rules to enforce the above, and shall likewise designate a
portion of the beach front to be used exclusively for loading and unloading of resort
guests, unless otherwise designated elsewhere by rules and regulations specific to
area.
h. Precautionary measures
(1) In no case shall the resort management allow swimming at the beach front beyond
10:00 pm and appropriate notice shall be posted to inform the resort guests of this
regulation.
(2) Night swimming at the pool shall be allowed only if there are adequate lifeguards on
duty and when the pool premises are sufficiently lighted.
(3) Management shall post sufficient and visible signs in strategic areas in the resort or
at the beach to warn guests/customers of the presence of artificial or natural hazards,
danger or occurrences thereat.
(2) Resort owners shall prohibit ambulant vendors from peddling their wares within the
resort premises in order to provide their guests a certain degree of privacy to enable
them to relax and enjoy their stay thereat.
(3) Littering in resort shall be strictly prohibited. Resort owners shall keep their
premises clean and shall adopt their own anti-littering measures.
Section 14. Requirements for Apartels. For purposes of accreditation, the following are
the minimum requirements for the establishment, operation and maintenance of an
apartel:
a. Size - The apartel shall have at least a minimum of TWENTY FIVE (25 lettable
apartments.
b. Apartment - The apartel Each apartment of the apartel shall have provided with
living and dining areas, kitchen, and bedroom with attached toilet and bath.
c. Living Area - The living area shall be provided with essential and reasonably
comfortable furniture.
d. Kitchen - The kitchen shall be spacious , clean, hygienic and adequately equipped
with cooking utensils. It shall also be provided with facilities for storage and
refrigeration of foods, for disposal of garbage and for cleaning of dishes and cooking
utensils.
e. Dining Area - The dining area shall be spacious and provided with dining table and
chairs, including all essential dining facilities, such as, but not limited to plates,
spoons and forks, drinking glasses, etc.
f. Toilet and Bathroom - The toilet and bathrooms shall always be clean and have
adequate sanitation and running water.
g. Bedroom - The bedroom shall be spacious and provided with comfortable bed. There
must also be provided a closet and a mirror.
h. Linen - The apartel shall have sufficient supply of clean linen shall be changed
regularly.
l. Elevators - An elevator shall be provided for a building of more than three (3 storeys
whenever possible.
m. Staff and Services - The staff shall be trained, experienced, courteous and efficient.
They shall be provided with smart and clean uniform.
For purposes of accreditation, the following are the minimum requirements for the
establishment, operation and maintenance of a tourist inn:
a. Location - The tourist inn, except those already existing all the time of the
promulgation of these Rules, shall be located along the principal highways or the
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transportation routes and shall open to business on a twenty-four (24 hour basis.
b. Bedroom Facilities and Furnishings - All bedroom shall have attached toilet and
bath equipped with 24-hour service of running water. They shall have adequate
natural as well as artificial light and ventilation and shall be furnished with
comfortable beds and quality furniture (mirror, writing table, chair, chair closet and
dresser. Walls shall be painted or wall papered and kept clean and pleasing to the eye.
Windows shall be furnished with clean and appropriate draperies. Floors shall be of
good flooring materials.
All single bedrooms shall have a floor area of not less than nine (9 square meters and
all twin-rooms or double-rooms shall have a floor area of not less than sixteen (16
square meters.
There shall be vacuum jugs or thermos flasks with drinking water with glasses in each
bedroom. There shall be adequate supply of clean linen, blankets and towels that shall
be changed regularly.
c. Parking - There shall be adequate parking space for vehicles proportionate to the
number of lettable rooms and other public facilities of the inn.
e. Telephone - There shall be adequate telephone facilities for the use of all guests in all
public areas. Services for long distance telephone calls or overseas shall be made
available to guests.
f. Radio/Television - There shall be provisions for radios and/or television sets for the
use of guests upon request.
i. Emergency Power - Inns with more than fifty (50 lettable rooms shall have emergency
power facilities to light the common areas and emergency exits in case of power
failure.
j. Fire Fighting Facilities - Adequate fir fighting facilities shall be available as required
and specified by the local fire department in the locality and/or the Fire Code of the
Philippines.
Requirements for motels - for the purposes of accreditation, the following are the
minimum requirements for the establishment, operation, and maintenance of motels:
a. Location - The motel, except those already existing, shall be located along or close to
the highways or major transportation routes. It shall have at least ten (10 units.
b. Garage- The motel shall have an individual garage or a common parking space for
the vehicle of its guests.
d. Toilet and Bathroom - The units shall be provided with attached toilet and bathroom
with cold and hot water, clean towels, tissue paper and soap.
f. Staff and Service - The motel staff shall be trained, experienced, courteous and
efficient. They shall wear clean uniform while on duty.
k. Maintenance - efficient maintenance of the motel in all its sections (i. e. building
ground, fixtures, furniture, public rooms, air-conditioning, etc. shall be provided on a
continuing basis.
l. Other Facilities - The motel may, at its option, serve food and drinks exclusively to its
guest, and install such other special facilities necessary for their business.
m. Signboard - All motel shall keep and display in a conspicuous place outside the
establishment a signboard showing clearly the name of the motel.
Registry - All motels shall keep a Motel Registry Book. All guest seeking
accommodation in the establishment shall be required to register the particulars in the
Registry Book:
a. Full name;
b. Address;
c. Number, date and place of issue of Residence Certificate Class A or Driver's License,
or Passport
The motel management is required to maintain a separate logbook of the plate number
of the vehicles or cars used to its customers or guests coming into or leaving the
motels.
Entry in the Motel Registration Book - The date prescribed in the preceding section
shall be entered forthwith by the guests, or if unable to write, by the keeper or motel
clerk.
Room Rates - In addition to daily rates, motels may likewise impose wash-up rates. No
guest who desires to be accommodated on a daily rate basis shall be refused.
The rental rate shall be posted prominently at the reception counter and/or at the door
of each room.
Requirements for Pensions - For purposes of accreditation, the following are the
minimum requirements for the establishment, operation and maintenance of a
pension.
Each room shall have adequate natural as well as artificial light and ventilation. It
shall be provided with at least an electric fan, writing table, a closet, a water jug with
glasses proportionate to the number of beds in the room.
Rooms shall be clean and presentable and reasonably furnished to depict the true
atmosphere of a Filipino home.
c. Common Toilet and Bathroom - The establishment shall provide a toilet and
bathroom to be used in common by the guests. There shall be at least one (1 toilet and
one (1 bathroom/shower for every five (5 guests.
d. Linen - There shall be adequate supply of clean linen and towels. Soap and tissue
paper shall be provided at all times.
e. Living Room - There shall be a reasonably furnished lounge or living room area
commensurate with the size of the pension where guests may receive visitors, watch
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television or read.
f. Dining Room - The pension shall have a dining room which shall be available for the
common use of its guests.
b. Applicant's latest income tax return and audited financial statements for the
preceding year of its operation (not applicable for new establishments.
c. List of the names of all officials and employees and their respective designations,
nationalities, home addresses; for alien personnel- valid visa from the Bureau of
Immigration and the appropriate permit from the Department of Labor and
Employment.
e. Such other papers or documents as may be required from time to time by the
Department.
Creation of an Inspection Team - After the application form has been filed, the
Department shall create an inspection team composed of at least two (2 members from
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the Department.
All the Observations of the Applicant Shall be Entered in the Checklist. - Any
observation of the applicant or his duly authorized representative present at the time
of the inspection on any adverse finding of the team shall be entered in the checklist.
The applicant shall then be furnished with a copy of the accomplished checklist.
Report of the Team - Within five (5 days from the date of the inspection of the
establishment and its immediate premises, the team shall render a report of its
findings and/or recommendations.
Accreditation Fees - The following schedule or accreditation fees shall be collected from
the applicants that have complied with the pertinent requirements for accreditation:
Hotel
Deluxe Class P2,200.00
First Class 1,980.00
Resort
a. Making any false declaration or statement or making use of any such declaration or
statement or any document containing the same or committing fraud or any act of
misrepresentation for the purpose of obtaining the issuance of accreditation;
b. Failure to comply with or contravene any of the conditions set forth in the certificate
of accreditation;
c. Failure to meet the standards and requirements for the operation of the
establishment;
Periodic Inspection - When necessary or when public good dictates, the Department
may send an inspection team to the establishment for the purpose of finding out
whether it is being kept and /or managed in a manner comfortable to the standards
set by the Department. The inspection shall be conducted at a reasonable time of the
day with due regard and respect accorded to the right to privacy of parties concerned.
Defects and Deficiencies Found During the Inspection - Where certain defects and
deficiencies have been found in the courses of the inspection, the Department shall
give direction to the keeper, manager or operator to rectify the defects or deficiencies
within a reasonable period of time.
Penalty for Failure to Remedy the Defects, etc. If the management fails to remedy the
defects of deficiencies, the Department may revoke the Certificate of Accreditation of
the Establishment.
Gambling and Disorderly Conduct - Hotel, resort, tourist inn, motel, apartel and
pension house keepers, managers or operators shall exert all efforts not to allow
gambling or any form, drunkenness, or disorderly conduct of any kind by anyone in
the establishment and its immediate premises.
MISCELLANEOUS PROVISIONS
Separability Clause - The provisions of these Rules are hereby declared separable, and
in the event that anyone or more of such provisions are declared invalid, the validity of
all other provisions shall not be affected thereby.
Repealing Clause - All existing Rules and Regulations Circulars issued by the
Department of Tourism which are inconsistent with the provision of these Rules, are
hereby repealed and /or modified accordingly.
Multiple Choices:
Choose the best answer. Write the letter of your choice on your answer sheet.
A. Household
B. Housekeeping
C. Room Service
D. Front Office
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2. 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.
A. Comfort
B. Cleanliness and Hygiene
C. Hygiene
D. Privacy
3. A high standard of cleanliness and general upkeep in all areas. Clean and well
maintained areas and equipments create a favorable impression on the guest.
A. Comfort
B. Cleanliness and Hygiene
C. Hygiene
D. Privacy
4. Is maintained especially in the wash rooms, toilets, pool changing room, health club,
etc.
A. Comfort
B. Cleanliness and Hygiene
C. Hygiene
D. Privacy
5. Housekeeping staffs ensure the privacy of the guests and they should be trained
with proper procedures to enter the room.
A. Comfort
B. Cleanliness and Hygiene
C. Hygiene
D. Privacy
A. Comfort
B. Safety and Security
C. Hygiene
D. Dcor
7. This work is an art and the housekeeping staff is mainly responsible for creating a
pleasant atmosphere.
A. Comfort
B. Safety and Security
C. Hygiene
D. Dcor
A. Bed Making
B. Linen Management
C. Laundry Services
D. Pest Control
9. This involves all functions from purchase of linen to laundering, storage, supplies
and to condemnation.
D. Pest Control
C. Laundry Services
B. Linen Management
A. Bed Making
10. The relationship between the housekeeping and laundry is significant for the
smooth functioning of housekeeping services.
A. Bed Making
B. Linen Management
C. Laundry Services
Date Developed: Document No. OLLC-HSKNCII-
CBLMs on February 2014 01
TESDA HOUSEKEEPING NC II Date Revised: Issued by:
February 2014 Saturnino D. Page 49 of
Providing Housekeeping Developed by: Pandac Jr 114
to the Guest Saturnino D.
Pandac Jr Revision # 00
D. Pest Control
11. Is another major job of the Housekeeping Department. It speaks badly of a hotel
where one sees rats, cockroaches, and lizards running around. Therefore, pest
control is one of the primary responsibilities of the housekeeping department.
A. Bed Making
B. Linen Management
C. Laundry Services
D. Pest Control
12. The room keys have to be handled efficiently and safely before and after letting the
room.
A. Bed Making
B. Key Control
C. Laundry Services
D. Safety and Security
13. If the guests and staff always fear for their safety and the safety of their belongings,
the atmosphere will be very tense.
A. Bed Making
B. Key Control
C. Laundry Services
D. Safety and Security
14. These arts and crafts have to be well maintained by the housekeeping department.
Decorating flowers is a creative and stimulating art which often carries a message or
theme. Flowers and indoor plants add colour and beauty to a room.
A. Bed Making
B. Interior Decoration
C. Laundry Services
D. Room Maintenance
15. Good housekeeping department is just as responsible for the hotel's maintenance
as an engineering department.
1. B
2. A
3. B
4. C
5. D
6. B
7. D
8. A
9. B
10. C
11. D
12. B
13. D
14. B
15. D
Learning Objectives:
1. Guest arrival list and guest history are reviewed based on guest folio.
In the previous information sheet, we have discussed the used Hotel Codes and
Regulations.
In this lesson, you will be introducing to the Guest cycle in hotel services,
reviewing the guest arrival list and guest history based on guest folio, use guest greet
and acknowledge of name whenever possible, prepare upselling and selling techniques
in accordance with industry policy and procedures and advise Guest courteously on
correct usage of equipments.
Guest Cycle
The guest cycle describes the activities that each guest passes by from the moment
he/she calls to communicate a reservation inquiry till he/she departs from the hotel.
In fact, the guest cycle encompasses 4 different stages, which are depicted in the
underneath diagram:
Each stage of the guest cycle is associated guest service, and guest accounting
activity (ies).
1. Guest services:
2. Guest Accounting:
Below is a description of the activities undertaken at each stage of the guest cycle:
1. Pre-arrival:
At the pre-arrival stage, the hotel must create for every potential guest a reservation
Record. Doing this initiates the hotel guest cycle. Moreover, reservation records help
personalize guest services and appropriately schedule needed staff and facilities
The reservation department should, then, complete all the pre-registration activities
and prepare guest folios (applicable only for automated systems). Doing so will
eventually maximize room sales by accurately monitoring room availability and
forecasting room revenues
2. Arrival:
At the arrival stage, registration and rooming functions takes place and the hotel
establishes a business relation-ship with the guest.
Date Developed: Document No. OLLC-HSKNCII-
CBLMs on February 2014 01
TESDA HOUSEKEEPING NC II Date Revised: Issued by:
February 2014 Saturnino D. Page 54 of
Providing Housekeeping Developed by: Pandac Jr 114
to the Guest Saturnino D.
Pandac Jr Revision # 00
The check-in clerk should determine the guests reservation status (i.e. pre-registered
guests versus walk-ins). Later, he/she shall prepare a registration record or make the
guest sign the already-printed pre-registration record (under some of the semi-
automated and all fully automated systems).
The registration records shall include the following personal and financial items:
a) Personal information:
1. Name and Surname of the guest along with billing address, telephone
number, and any other coordinates
2. Passport number, birth certificate, and/or driving license number (whatever
applicable)
3. Any special needs or requests
4. Guest Signature
b) Financial information:
1. Date of arrival
2. Expected date of departure or length of stay depending on how the system in
the hotel is designed
3. Assigned room number
4. Assigned room rate
5. Guest's intended method of payment
In addition, shall design effective procedures in order to protect the funds and
valuables of guests. This might be ensured through guest key control, property
surveillance, safe deposit boxes, and well designed emergency panels and exits
Another activity at occupancy is to process posting of guest charges [i.e. post room
rates, F&B charges, additional expenses, and taxes] to various guest folios, master
Folios While doing so, front office clerks shall continuously check for deviations from
the house limit, and take corrective measures as to change the status of the guest to
Paid-in-advance. Finally, front office clerks shall periodically review Account Balances
in coordination with the night auditor.
4. Departure:
At the departure stage, the guest shall be walked out of the hotel. Moreover, front
office clerks shall create guest history record. Finally, cashiers shall settle guest
account outstanding balances [i.e.: balance the Guest account to 0]
1. Non-automated [manual] systems: This very system is the one characterized by the
sole usage of hands. In fact, all formats, procedures, and different kinds of
calculations are done manually.
2. Semi-automated [Electro-mechanical] systems: This system gets use of some
Electro-mechanical equipment. In fact, under the semi-automated system, each
department might have its own computer system under which it handles all its
operations.
3. Fully automated [computer based] systems: That's the best system ever used in the
hotel industry. In fact, it is characterized by the excessive use of departmental
software package programs integrated and connected to a main frame or terminal
situated at the front office department.
At this stage, it is essential to notice that the following stages of the guest cycle under
the three different systems do not conflict with each other. In fact, the only differences
are due to the nature of the system use. Therefore, what will be discussed above is not
the repetition of the sequence; rather only differences will be highlighted.
1. Non-automated systems:
A- Pre-arrival activities:
B- Arrival activities:
At the arrival stage, guests shall either sign a page in the registration book or fill
manually a registration record. Under this very system, the most widely used front
office equipment is the room rack, in which registration records are inserted to serve
as room rack slips. Moreover, registration books and records shall be time stamped as
an internal control proving when the guest exactly came, who registered him/her
Lastly; guest folios shall be opened for each registered guest.
C- Occupancy activities:
Under the occupancy activities, registration records shall be prepared with multi-
copies. In fact, one copy shall be distributed to room rack, another stamped to the
guest folio, another given to switchboard operators, and a final copy handed to the
uniformed service personnel. Lastly, guests with charge privileges charges and
payments shall be posted to respective guest folios.
D- Departure activities:
At departure stage, cashiers should settle each guest account's outstanding balance
and get room keys back from guests. Moreover, cashiers shall notify the housekeeping
department that the room is no more occupied (i.e. room status change) to let this very
department clean the room and prepare it for new arrivals. In addition, cashiers shall
remove room rack slips from room racks to indicate departure. Lastly, these very rack
slips of departed guests shall be filed in a cardboard box to serve as a guest history
record
2. Semi-automated systems:
The main advantage of this very system over manual system is that various reports
can automatically be generated. However, the major disadvantages associated with this
system are various complexities of operating and controlling devices due to the fact
that this equipment are not integrated with other systems and are subject to frequent
maintenance problems.
A- Pre-arrival activities:
At this very stage, guests can either call a national reservation network or directly
contact the hotel. Moreover, reservation clerks can prepare pre-registration records,
guest folios, and information rack slips.
B- Arrival activities:
At this very stage, already reserved guests shall verify their pre-registration forms
and have only to sign it. On the other hand, walk-ins shall complete a multiple copy
registration record from the beginning.
C- Occupancy activities:
At the occupancy stage, in order to track the different guest charge expenditures and
all other possible guest transactions, hotels get an intensive use of various kinds of
vouchers. Moreover, the most widely used equipment, under this very stage, is the
mechanical cash registers and front office posting machines. Lastly, under this very
stage, night auditor shall continuously resolve any discrepancy in guest accounts and
efficiently reconcile guest folios.
D- Departure activities:
At this very stage, cashiers shall relay room status information to the housekeeping
department. Moreover, they should place registration records of departed guests in
propertys guest history files.
A- Pre-arrival activities:
Under this stage, the reservation department is equipped with a software package,
which is interfaced and connected with one or more central reservation office(s).
Moreover, the reservation department can automatically generate letters of
confirmation, produce requests for guest deposits and handle pre-registration activities
for all types of guests and generate daily expected arrival lists, occupancy and revenue
forecast lists
B- Arrival activities:
As far as walk-ins are concerned, all registration activities should be initiated from
the very beginning.
C- Occupancy activities:
Under this very stage, guest purchases at different revenue outlets are electronically
transferred and posted to appropriate guest accounts. Moreover, the front office
department can run and process continuous trial balances and, therefore, eliminate
the tedious work for the Night Auditor.
D- Departure activities:
At this very stage, cashiers can automatically produce bills to be sent to various
guests with direct billing privileges and create electronic guest history records.
1. Pre-arrival activities:
2. Arrival activities:
a) Registration card (or record) or registration file
b) Room rack and room rack slips
3. Occupancy activities:
a) Guest folio: shall be of duplicate forms and pre-numbered for cross-indexing control
purposes
b) Vouchers: support documents detailing facts of a transaction, but does not replace
the source document (i.e. the invoice). Examples of vouchers might include charge
vouchers, allowance vouchers, paid-out voucher, and correction vouchers
c) Information rack slips
4. Departure activities:
1. Room rack
2. Mail, message, and key racks
3. Reservation racks
4. Information racks
5. Folio trays or folio buckets
6. Account posting machine
7. Voucher racks
8. Cash registers
9. Telephone equipment
Multiple Choices:
Choose the best answer. Write the word of your choice on your answer sheet.
Learning Objectives:
Upselling
is a valuable technique for increasing a hotels growth and profitability. However, its
not just a tool for increasing profits, but also a means of increasing customer
satisfaction because you are suggesting additional products or services that will
enhance their stay. Upselling is particularly effective when you have established
trusting relationships with existing clients. Because these customers know and trust
your business practices and service level, theres an expectation of quality. These
techniques can be both simple and profitable.
Rooms
Upselling rooms at the front desk relates to room availability, according to hospitality
consulting agency HVS, and begins with a subtle version of the simple question,
Would you like a better room? One upselling technique involves granting front desk
staff the autonomy to adjust room rates for empty premium rooms to secure the sale.
For example, a guest who booked a room for $400 a night might not pay $1,000 for a
premium room, but may be upsold to purchase an empty premium room for $750
still netting a profit.
Some major hoteliers believe the key to a hotels financial success lies in banquets and
catering. Thus, upselling techniques should apply to the hotels food and beverage
division. For example, instead of merely handing a standard menu to clients with
questions about organizing events and verbally offering upsells, create customized
menus with specialized offerings and pricing.
Offer both premium and deluxe drink options on beverage catering menus. Clients
may choose premium, perceiving its a better value. Specialized event bars might
include a martini bar, vodka bar or mojito bar.
Its also recommended that clients get the opportunity to see, smell and taste their
options. A physical understanding of the goods and services increases the likelihood of
an upsell, instead of mere words on a page.
Event Add-Ons
Clients seeking information about booking events are ideal candidates for an upsell.
Table centerpieces, audio-visual equipment, setup fees, room rentals and coat check
room are all viable upselling opportunities.
Training
The biggest obstacle to upselling in hotels is when sales people or hotel staff neglect to
ask whether customers are interested in upgrades or additional goods. Training and
education can help staff members understand the value of products, services or
solutions offered to guests.
Multiple Choices:
Choose the best answer. Write the word of your choice on your answer sheet.
1 Upselling
2 Rooms
3 Food and Beverage
4 Event Add-Ons
5 Training
Learning Objectives:
You should always explain to the guest how to use the equipment in the establishment.
It is extremely important that when you are advising a guest on how to use equipment
that you are courteous when explaining the use of a simple piece of equipment, such
as an iron you ask whether the guest is familiar with using this type of iron and you
might only need you to remind the guest to turn the appliance off when they have
finished.
With an international guest, who may not be familiar with the symbols on the
appliance, a more detailed explanation or demonstration of how to use the appliance
might be necessary.
In the case of a hair-dryer, you might remind the guest not to use the appliance near
water.
It is essential that you are very familiar with the use or operation of all the
housekeeping items before you advise a guest. If you are at all unfamiliar or uncertain,
ask your workplace tutor for advice.
Guests frequently seek assistance with the use of in-room equipment, including:
Television
Air conditioning
Internet
Safe
Kitchen appliances
Alarm clock
Disability
Refer all malfunctions to maintenance that you are not qualified to fix.
Many malfunctions are of small items that can be replaced quickly and easily,
such as:
Kettle
Hairdryer
Alarm clock
For larger and more complicated items refer to maintenance or arrange a room
change for the guest.
If the guest needs to be moved to another room you will first need to arrange a
new room with reception.
Self-Check 1.1-4
Enumeration:
1. (Give the 7) Guests frequently seek assistance with the use of in-room equipment
2. (Give four) The reasons guests usually need assistance is because
3. What are the four options most establishments have a procedure in place for
managing in-room equipment malfunctions.
1. (Give the 7) Guests frequently seek assistance with the use of in-room equipment
a. Television
b. Air conditioning
c. Telephone
d. Internet
e. Safe
f. Kitchen appliances
g. Alarm clock
2. (Give four) The reasons guests usually need assistance is because
a. The instructions are poor or complicated
b. They are unfamiliar with the brand
c. English language restraints
d. Disability
3. What are the four options most establishments have a procedure in place for
managing in-room equipment malfunctions.
a. Fix the problem yourself.
b. Refer the problem to maintenance.
c. Replace the item.
d. Change the guest room
Personal Hygiene
Learning Objectives:
Modern day cleaning or housekeeping goes much beyond just keeping the place look
clean and neat. It involves keeping it hygienically clean. This subtle difference between
housekeeping and hygienic housekeeping requires minute understanding of the
hygiene issues related to cleaning that are not immediately visible but have profound
effect on the efficiency of the workforce in any workplace premises or the guestroom in
a hotel.
Most of the five star hotels and resorts concentrate on food safety and personal
hygiene. Workplace hygiene is an issue which does not get its due recognition. Putting
up posters, hand washing machines, sanitizers, dustbins all over the workplace is not
just enough to ensure hygiene. Use of right kind of machinery is also equally
important. As Balamurugan puts it, Cleaning can be done either by hand held
vacuum cleaner or backpack vacuum cleaner depending on the availability in that
property. Again, it depends on the area which you want to clean.
The choice of machine is important because use of wrong equipment will result in loss
of time, energy and productivity.
It is observed that be it international class hotels or any business houses in India, the
percentage of money reserved for keeping the premises clean in the total budget is very
less. Again, the percentage varies from property to property and seems to be absolutely
need based. Out of the total budget to meet requirements of her department in a five
star Spa like The Lalit, 20% of the total budget is utilised for housekeeping, revealed
Sumedha. While it was generally agreed that the budget allotted was enough to get the
work done, the managers welcomed the idea of increasing the limit.
When we speak of hygienic cleaning, we refer to surfaces that are cleaned and yet not
clean. Recent studies have shown that standard cleaning techniques are not effective
on the problem of Third Hand Smoking. This is a phenomenon, which involves residual
toxic particulate settling onto surfaces and dangerous volatile organic compounds that
saturate furniture, carpet and coat existing house dust. Third Hand Smoking poses a
bigger health risk to children than adults since children have weak immune system as
compared to adults.
Personal Hygiene
Enumeration:
Hotel Organization Structure: Departments and Its Functions Rank and File
Learning Objectives:
1) Executive Housekeeper
Ensure conformance to policies and procedure as laid dawn by the management.
Manage staff scheduling as demanded by room occupancy forecasts and the banquet
functions.
Ensure that the staff is properly groomed and correctly uniformed.
Date Developed: Document No. OLLC-HSKNCII-
CBLMs on February 2014 01
TESDA HOUSEKEEPING NC II Date Revised: Issued by:
February 2014 Saturnino D. Page 84 of
Providing Housekeeping Developed by: Pandac Jr 114
to the Guest Saturnino D.
Pandac Jr Revision # 00
Check all the public areas and rooms and see that the standard of cleanliness is
maintained.
Prepares duty rosters for the staff.
Co ordinates with the purchase manager for purchase of linen.
Co- ordinates with human resources department regarding the recruitment of staff.
Supervise the staff working under her.
Training of new recruitment.
Set up par stock level and sanctions for uniform.
Reports to the general manager of the hotel regarding the happenings of her
department.
Checks the working of the equipments.
Hold meetings of the housekeeping staff.
Prepares polices concerning housekeeping.
3) Floor supervisor:
Assigns duties to the room attendants.
Responsible for the cleanliness and the upkeep of the assigned floors.
Prepares occupancy report.
Ensures the supply of guest amenities to the rooms.
Maintains records of all room linen.
7) Room attendants:
Cleans all the guest room
Cleans the assigned floors.
Changes guest linen.
9) Gardener:
Gardeners are responsible for maintaining all gardens in the hotel.
Executive Housekeeper.
Responsible and accountable for the total cleanliness, maintenance and aesthetic
upkeep of the hotel.
Assistant Housekeeper.
He manages the resources given by the Executive Housekeeper to achieve the common
objectives of cleanliness, maintenance and attractiveness
The hotel staff are all practically in uniforms his / her task is enormous and
demanding as h e / she has to keep an inventory control on various stages of use,
such as, when sorted ones are handed over, or those which are being washed or dry-
cleaned in the laundry.
His job is a mammoth task because he keeps track of all linen as they would number
in thousands.
Assists the supervisor by actually issuing linen and filling such records as necessary.
Tailor /Seamstress.
Tailor or seamstress personnel are responsible for stitching and mending t h e linen
and upholsterys.
Helpers.
They are to be found both in Uniforms and linen Rooms and do the physical work of
transporting, counting and bundling of uniforms and linen.
Floor Supervisor.
Responsible for the cleanliness, maintenance and presentability of the guest floors
attached to him
Head Houseman.
Usually handy men who do the heavy physical cleaning required in guest rooms and
public areas.
The Housekeeping Desk must be manned 24 hours as guests and staff will contact this
desk to transmit or receive information.
Runner.
He is a person who goes from one guest room to another collecting or delivering guest
laundry.
Responsible for the supply of clean dry towels, soaps and Perfumeries
Hat-Checkers.
Night Supervisor.
They handle all aspect of housekeeping at night including desk control operations,
issue of linen and uniform in an emergency, etc.
Horticulturist.
Horticulturists, who maintain the gardens of the hotels as well as supply flowers from
the garden for interior decorations and floral arrangements,.
Head Gardener.
Gardeners.
Room Attendants.
They also known as chamber maids or room boys. They do the actual cleaning of guest
rooms and Bathrooms
The role of a housekeeper has changed rapidly with the changing times.
Apart from the cleaning, maintenance and aesthetic upkeep of the property, the
housekeeping system in itself has been computerised. A majority of the staff who were
earlier illiterate are now diploma holders with technical qualifications, All fluent in
English and working on shop floors and doing basic jobs in the hospitality industry.
Housekeeping control room jobs, too, which were earlier manual, are now completely
computerised. Nowadays rooms, amenities and supplies are also modified from hotel to
hotel, While keeping in mind the guest profile.
Modern rooms are spacious with tasteful decor and are well-equipped
with many facilities, Apart from the changing room scene, housekeepers today are well-
versed, not only with their jobs, Take care of horticulture, laundry operations,
interiors, quality control, cost control, and the comfort and satisfaction of guests.
Today, most complaints are forwarded to the chief housekeeper and sorted out
with the housekeeping staff. Only major complaints reach the front office/general
managers.
In modern times, housekeepers also employ R&D for the betterment of their
company. In addition, housekeepers also play the role of HRD managers for their staff,
endeavoring to solve their individual grievances/operational problems within the four
walls of the department concerned, before the matter gets out of hand. This is because
good housekeepers always consider their staff assets to the organization.
With increasing competition from new hotels, housekeepers on a daily basis have to
The role of housekeeping is to keep a clean, comfortable and safe house. The house
keeping department in a hotel is responsible for the cleanliness, maintenance and
aesthetic upkeep of the hotel. The house keeping department takes pride in keeping
the hotel clean and comfortable so as to create a home away from home.
A hotel survives the sale of rooms, food and beverage and other minor operation
services such as laundry, health club, etc. It is responsible for supply of liner and
uniforms to various other depts. and to the rooms.
The housekeeping is the department of a hotel charged with cleaning and maintaining
rooms and public spaces. From the time a guest checks-in in a hotel till he checks out,
it is the housekeeping department which takes care of the guest by making his / her
stay pleasant and comfortable. In general, the housekeeping crew is responsible for the
daily cleaning of public rooms (lobbies, corridors, meeting rooms), private bedrooms
and public washrooms. In addition, it handles the laundering of linens and in some
instances, guest laundry. Housekeeping also performs a minor security function by
providing a first alert to potential guest problems while staff undertake daily guest
bedroom.
Enumeration:
1) Executive Housekeeper
Ensure conformance to policies and procedure as laid dawn by the management.
Manage staff scheduling as demanded by room occupancy forecasts and the banquet
functions.
Ensure that the staff is properly groomed and correctly uniformed.
Check all the public areas and rooms and see that the standard of cleanliness is
maintained.
Prepares duty rosters for the staff.
Co ordinates with the purchase manager for purchase of linen.
Training of new recruitment.
Set up par stock level and sanctions for uniform.
Reports to the general manager of the hotel regarding the happenings of her
department.
Checks the working of the equipments.
Hold meetings of the housekeeping staff.
Prepares polices concerning housekeeping.
3) Floor supervisor:
Assigns duties to the room attendants.
Responsible for the cleanliness and the upkeep of the assigned floors.
Prepares occupancy report.
Ensures the supply of guest amenities to the rooms.
Maintains records of all room linen.
Reports maintenance to the house keeping control desk.
Handles guest complaints.
Learning Objectives:
1. Guest requests are noted and coordinated with other department concerned
Blanket Orders
When to Use It
Any department anticipating spending less than $2,500.00 for particular supplies
during a one-year period should use the University Corporate Purchasing Card to
make such purchases as needs arise. Because only certain types of repetitive
purchases are suited to these methods of purchase, and because Blanket Orders do
not generally provide for item-by-item priced checks, the issuance of Blanket Orders
must be limited to situations where departmental needs clearly justify.
CONTENTS:
ASSESSMENT CRITERIA:
1. Requests are handles in a polite and friendly manner in accordance with the
industry procedures
4. Appropriate apologies are made when requests has arisen from breakdown in
room service
6. Requested items are promptly located and delivered within agreed timeframes.
ASSESSMENT METHOD:
Learning Outcome 1
Learning Objectives:
Housekeeping Forms
Learning Objectives:
1. Requests are handles in a polite and friendly manner in accordance with the
Hotels will always have more than one room rate code category for each room type in
the hotel. Room rates categories generally correspond to types of rooms available to sell
in the hotel ( Eg: Suite, Deluxe, Premiere, Studio, Pent house etc. ).
Room Rates and rate codes may also vary according to the available room features
such as room size, location, view, furnishing, decors etc and also with competitors
pricing.
Below are some of the standard Room Rates and Rate codes used in hospitality
industry:
Rack Rate: Is the Standard rate or Published tariff defined by the hotel management
for a particular room category / type. This is generally printed on the tariff sheet of the
hotel and these details are also submitted to the local government authorities for hotel
Date Developed: Document No. OLLC-HSKNCII-
CBLMs on February 2014 01
TESDA HOUSEKEEPING NC II Date Revised: Issued by:
February 2014 Saturnino D. Page 109
Providing Housekeeping Developed by: Pandac Jr of 114
to the Guest Saturnino D.
Pandac Jr Revision # 00
licensing and in some countries for Gov. tax compliance . In other word's these rates
are always without any sorts of discounts.
Corporate or Commercial Rate: These are rates offered to companies that provide
frequent business for the hotel or its chain. This rate may vary according to the volume
of business guaranteed by the companies.
ADHOC Rate Code: These are normally non-standard rates which is offered as a
special one time rates for first time corporate's.
Group Rate: These are rates which is offered to groups, meetings and conventions
using the hotel for their functions.
Promotional Rate Codes: These rates are generally offered during low occupancy
periods to any guest to promote occupancy. Early Bird Rates, Stay for 3 and pay for 1
etc. are some examples. These rates may also include certain add-ons to attract the
customers like free WiFi for 24 Hrs, free buffet dinner etc.
Incentive Rate Code: The Rate offered to individuals who belong to an association or
holders of special membership cards or Credit cards. Eg: Amex / VISA / Master
Family Rate: A rate reserved for families with children. Usually these rate
include Extra Bed charges and may also include some free add-on activities for
children.
Package Rate: Rates that includes a guest room in combination with other available
events or activities. ( Eg: Best of London package which includes room rental, all
meals, site seeing, airport transfers etc. ) Package rate can be also a simple room and
meal package like American Plan ( AP), Modified American Plan
(MAP), Continental Plan ( CP ) etc.
Best Available rates ( BAR ) : These rate codes are the lowest discounted rate
available for a day which can be offered to the guest by the Reservation or Front desk
staff. BAR can be off different types:
'Dynamic BAR' - Has different tiers and each tiers will be opened and closed
according to the occupancy of the hotel. ( The new age hotel management software's
does this automatically for the Revenue Mangers.)
BAR - 01 0 % to 25 %
BAR - 02 26 % to 35 %
BAR - 03 36 % to 50 %
BAR - 04 51 % to 75 %
BAR - 05 76 % to 100 %
'
Daily BAR' - Has a pre-defined daily room rate regardless of room categories ( Run of
the house) and occupancy, these rates are set according to the day of the week, as per
the demand of hotel rooms in the city, special day's or seasons, as per the room
demand forecast done by the hotel revenue manager.
House use Rate: A Room rate with zero room charge which is used for rooms stays for
hotel purpose. Eg: Manager or duty room, In house General / Resident manager room
etc.
Zero Rate Code: These kind of rates are used as system requirements for PMS's as
these would be tagged to Dummy rooms, Paymaster rooms and Group Master rooms.
During the guest stay, the housekeeping status of the guestroom changes several
times. The various terms defined are typical of the room status terminology of the
lodging industry. Not every room status will occur for each and every guest during
their stay at the hotel.
Changes in this status should be promptly communicated to the front office in order to
maximize the room sales and revenue. Maintaining timely housekeeping status
requires close coordination and cooperation between the front desk and the house
keeping department for the Non- Automated / Semi Automated hotels.
Stayover: The guest is not expected to check out today and will remain at least one more night.
On-Change: The guest has departed, but the room has not yet been cleaned and ready for sale.
Sleep-out: A guest is registerd to the room, but the bed has not been used.
Skipper: The guest has left the hotel without making arrangements to tsettle his or her account.
Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest.
Out of Order (OOO) : Rooms kept under out of order are not sellable and these rooms are deducted
from the hotels inventory.A room may be out-of-order for a variety of reasons, including the need of
maintenance, refurbishing and extensive cleaning etc.
Out of Service ( OOS ): Rooms kept under out of service are not deducted from the hotel inventory.
This is a temporary blocking and reasons may be bulb fuse, T V remote not working, Kettle not
working etc. These rooms are not assigned to the guest once these small maintenance issues are
fixed.
Lock out: The room has been locked so that the guest cannot re-enter until he or she is cleared by a
hotel official.
DNCO ( did not check out): The guest made arrangements to settle his or her bills ( and thus not a
skipper), but has left without informing the front desk.
Due Out: The room is expected to become vacant after the following guest checks out.
Check-Out: The guest has settled his or her account, returned the room keys, and left the hotel.
In hotels the rooms are categorized and priced according to the type of bed, number of
occupants, number of bed, decor, specific furnishings or features and nowadays
special even the special theme available in the room.
Later when assign the guest room before the arrival of the guest the front desk agent
must be aware of guestroom characteristics for each room type available in the hotel.
Also not to forget any guest specific request or room specific request requested by the
guest for eg:- room away from the elevator, King bedded room, twin bed room, non-
smoking room etc.
Even though the rooms type's may vary hotel by hotel, the following room type
definitions are common in the hotel industry.
Single: A room assigned to one person. May have one or more beds.
Double: A room assigned to two people. May have one or more beds.
Quad: A room assigned to four people. May have two or more beds.
Queen: A room with a queen sized bed. May be occupied by one or more people.
King: A room with a king sized bed. May be occupied by one or more people.
Twin: A room with two twin beds. May be occupied by one or more people.
Double-double: A Room with two double ( or perhaps queen) beds. May be occupied by
one or more person.
Studio: A room with a studio bed- a couch which can be converted into a bed. May
also have an additional bed.
Mini-Suite or junior suite: A single room with a bed and sitting area. Sometimes the
sleeping area is in a bedroom separate from the parlour or living room.
Connecting rooms: Rooms with individual entrance doors from the outside and a
connecting door between. Guests can move between rooms without going through the
hallway.
Adjacent rooms: Rooms close to each other, perhaps across the hall.
Learning Objectives:
procedures
Regardless of whom you talk with over the telephone, it's essential that you make a
positive impression.
During any telephone conversation, hotel staff should follow the below key
points:
o Smile even though you are on the telephone. When you smile, you
automatically improve your vocal quality, and you will also sound pleasant and
interested.
o Sit or stand up straight. By sitting or standing up straight, you'll be more
alert and pay better attention to what is being said.
o Use a low voice pitch. A lower voice pitch will make you sound more mature
and authoritative.
o Match your speaking rate to the caller's. Let the caller set the tempo of the
conversation. For Example, he or she may be in a hurry, In that case you should
provide information more quickly.
o Avoid extremes in volume. If you speak too loudly, you may sound rude or
pushy. If you speak too softly, you may sound timid or uncertain.
Date Developed: Document No. OLLC-HSKNCII-
CBLMs on February 2014 01
TESDA HOUSEKEEPING NC II Date Revised: Issued by:
February 2014 Saturnino D. Page 118
Providing Housekeeping Developed by: Pandac Jr of 114
to the Guest Saturnino D.
Pandac Jr Revision # 00
o Avoid expressions such as "uh-huh" and "yeah." Such expressions make the
speaker sound dull, indifferent and uninterested.
Front office staff often take phone messages for other employees or guests. most front
offices have a standard telephone message form. If you answer the phone, its
important that you listen carefully and take accurate written notes while speaking with
the caller. When you take a telephone message, be sure to get the following
information:
o Date
o Time of the call
o Name of the person being called
o Callers' full name
o Callers' department ( if the call is internal)
o Caller's company
o Caller's time zone ( only if overseas call)
o Caller's Telephone number ( and area code, if needed)
o Message ( do not abbreviate- provide a full message)
Hotel staff:
"Good Morning - thank you for calling Setupmyhotel (mention your hotels name), how
may I direct your call? "
Guest:
Hotel Staff:
Hotel Staff:
Good Evening thank you for calling The Coloud9 Hotel & SPA ( mention hotel name)
my name is Sandy ( Mention staff attending the call) how may I assist you ?
Guest:
Hotel Staff:
Hotel Staff:
Thank you for calling The Cloud hotel (mention your hotel name)
Guest:
Hotel Staff:
Hotel Staff:
Welcome to Hotel Paradise (mention your hotel name), How may I assist you?
Guest:
Hotel Staff:
Hotel Staff:
Good evening Grand Hotel (mention your hotel name), How may I help you?
Guest:
Hotel Staff:
Hi, Hotel Lime light palace (mention your hotel name) this is David, how may I Assist
you?
Guest:
Hotel Staff:
Hotel Staff:
Namaste / Vanakam! ( Wish according to your regional greetings) thank you for calling
Hotel Plaza ( mention your hotel name), How may I help you?
Guest:
Hotel Staff:
Hotel Staff:
Guest:
Hotel Staff:
Front Desk, Kindly hold while I transfer the call to our Front Desk
Learning Objectives:
2. Details of requests made are confirmed and noted in accordance with industry
procedures
American Plan ( AP) - A billing arrangement under which room charges include the
guestroom and three meals, Also called as full board / full pension.
European Plan (EP) - A billing arrangement under which meals are priced separately
or room only plan
Rack Rate - The published tariff for each room type / category in a hotel.
Registraion Card- A printed form for a registration record, In most countries the
guest's gignature on a registration card is required by law.
Skipper - A guest who leaves with no intention of paying for the room.
Scanty Baggage - A guest who checks in to the hotel with very less or no luggage.
availability.
Due outs - Guests expected to check out on a given day who have not yet done so.
Credit limit / house limit - A limit assigned by the hotel to guest or company
accounts.
Upselling - A sales technique whereby a guest is offered a more expensive room than
what he or she reserved or orginally requested, and then persuaded to rent the
room based on the room's features, benefits, and his or her needs.
Block - An agreed-upon number of rooms set aside for members of a group planning to
stay in a hotel.
No-Show - A guest who made a room reservation but did not register or Check in.
Wash down - Blocking fewer rooms than the number requested by a group, based on
previous group history.
Guest Cycle - A division of the flow of business through a hotel that identifies the
physical contacts and financial exchanges between the guests and the hotel.
Late Charge - A transaction requiring posting to a guest account that does not reach
the front office for posting before the guest had checked out or done the final
settlement.
Performance Test
Given the necessary materials, tools and equipment, the candidate must be required
to provide a range of general housekeeping services to guests. . (2 Hrs).
Specific Instructions:
1. Handle housekeeping requests.
2. Advise guests on room and housekeeping equipment.
EQUIPMENT:
QTY Description
1 set Roll away beds
1 set additional pillows and blankets
1 set irons
1 set dryers
Instructions:
You are task to demonstrated ability to offer courteous and
friendly service to guest and demonstrated knowledge of a range of
housekeeping services/equipment.
Creative brief:
1. You must produce the following:
How various types of equipment work
Local services, attractions, transport, shops, entertainment, etc.
evidence is
demonstrated
Feedback to trainee:
References
1. http://www.ling.upenn.edu/Directions/hotel/codes.html
2. http://www.lrc.state.ky.us/kar/902/007/010.htm
3. http://www.visitmyphilippines.com/index.php?
title=RulesonHotels,Resorts,TouristsInnsetc.-
RulesandRegulationsToGovernAccreditaionofHotels,TouristInns,Apartels,Resorts,Pensio
nHouses,andOtherAccommodationEstablishments.&func=all&pid=92&tbl=1
4. https://www.google.com.ph/url?
sa=t&rct=j&q=&esrc=s&source=web&cd=1&ved=0CCgQFjAA&url=http%3A%2F
%2Fwww.tourism.bilkent.edu.tr%2F~jamel%2FRDM%2FGuest
%2520Cycle.doc&ei=_q8IU4-