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CBLM 1 Provide Housekeeping Services For Guest
CBLM 1 Provide Housekeeping Services For Guest
CBLM 1 Provide Housekeeping Services For Guest
Sector:
TOURISM
Qualification:
HOUSEKEEPING NC II
Unit of Competency:
PROVIDE HOUSEKEEPING SERVICES TO GUEST
Module Title:
PROVIDING HOUSEKEEPING SERVICES TO GUEST
ASSESSMENT CRITERIA
1. Guest arrival list and guest history are reviewed based on guest folio.
2. Guest is greeted and acknowledged by use of name whenever possible.
3. Upselling and selling techniques are prepared in accordance with industry policy and
procedure
4. Guests are courteously advised on correct usage of equipment
5. Malfunctions are promptly reported in accordance with Standard Operating Procedures,
and where possible, alternative arrangements are made to meet guest needs.
6. A collection time for requested equipment is agreed upon where appropriate.
7. Coordination with other department is done in accordance with hotel’s organizational
structure and its function.
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
establishment’s customer service standards and security procedures.
10. Guest is acknowledged by use of name whenever possible
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 for meeting requests are agreed upon with guests
14. Requested items are promptly located and delivered within agreed timeframes.
15. Items for pick-up are collected within agreed timeframes
ASSESSMENT CRITERIA:
1. Guest arrival list and guest history are reviewed based on guest folio.
2. Guest is greeted and acknowledged by use of name whenever possible.
3. Upselling and selling techniques are prepared in accordance with industry
policy and procedure
4. Guests are courteously advised on correct usage of equipment
5. Malfunctions are promptly reported in accordance with Standard Operating
Procedures, and where possible, alternative arrangements are made to meet
guest needs.
6. A collection time for requested equipment is agreed upon where appropriate.
7. Coordination with other department is done in accordance with hotel’s
organizational structure and its function.
8. Guest requests are noted and coordinated with other department concerned.
CONDITION:
Students/Trainee must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
Telephone
Computer
alarm clock
air conditioning unit
television and video player
Shower (with hot and cold)
electric fan
Refrigerator
4. TOOLS/MATERIALS
Tapes
Brochures/ manuals
Guest folio, guest list
caution signs
ASSESSMENT METHOD
Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
7. Perform Job Sheet 1.1-1 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
activities
8. Read information sheet 1.1.4 Read Information Sheet. After reading
Review Guest Arrival List and Guest the learner is encourage to answer self-
Folio check 1.1-4
9. Answer self-check 1.1-4 Compare the answers to the answer key
10. Perform Job Sheet 1.1-2 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
activities
Learning Objectives: After reading the INFORMATION SHEET, you must be able to:
1. Identify the types of housekeeping & scope of housekeeping maintenance.
Types of housekeeping
1. Domestic Housekeeping- refers to housekeeping maintenance in a house. It
covers bedrooms, kitchen, dining, receiving area, grounds and the
surroundings areas within the house.
It does not include the kitchen and dining areas since these are handled
by the Food and Beverage Section.
Housekeeping job in commercial establishments is more complex to
manage as compared to domestic housekeeping. With a lot of guests to attend
to, housekeeping responsibilities have to be distributed to several sections of the
housekeeping department. One section attends to the maintenance of
guestrooms; another to public areas while separate one takes care of efforts
have to be well coordinated among the various sections to ensure efficient
housekeeping maintenance.
True or False
EXECUTIVE HOUSEKEEPER
OR HOUSEKEEPING
MANAGER
Executive Housekeeper
Steam
Presser/Ironer
Housekeeping
Supervisor
Assistant Housekeeping
Supervisor
FUNCTIONS
VI.Powder Girl
Basic Function: Responsible for the cleaning, care and maintenance of
ladies comfort rooms and locker rooms.
Specific Duties:
1. maintains par stocks of cleaning supplies and makes requisition to
replenish stocks;
2. Regularly cleans ladies comfort rooms and locker rooms following
standard cleaning procedures
a. Disinfect toilet bowls
b. Scrubs, cleans, wipe dry floor and wall tiles
5. Powder girl
Learning Objectives: After reading the information sheet, you must be able to;
1. Prepare maintenance order slip.
2. Practice selling and up selling techniques.
ISAT HOTEL
MAINTENANCE ORDER
Remarks: ________________________________________
_________________________________________________
Date: __________
Remarks: ________________________________________-
_________________________________________________
Learning Objectives: After reading the INFORMATION SHEET, you must be able to:
1. Review guest arrival list and guest folio.
A room attendant must review the Daily Arrival List every day so that
he/she must know who is in the different rooms and what services should be done
for the day.
ISAT HOTEL
Guest Folio
Name of Guest: Mr. Jay Hawks No. of Guests: 1
Address: # 24 Forest St. Alberta, Canada Room Rate: Room No. 208
Nationality: Canadian 2,500.00
Phone No. 0915768901245 Arrival Date Departure;
09-30-08 10-15-08
Billing Arrangement: Personal Charge to: Cash Basis
Prepared by: Jake Dela Cruz Acknowledge by: Mr. Jay Hawks
Desk Clerk Guest
1. What are the important data in a guest folio and guest arrival list?
Comments/Suggestions:
DATE:___________________________
Name of Arriving Arrival Depar No. Of Room Room Room Remarks
Guest ture Nights No. Type Rate
Guest Folio
3. Perform Task Sheet 1.2-1 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
activities
Guests Requests
Learning Objectives: after reading the INFORMATION SHEET, you must be able
to:
1. Handle in a polite manner the requests in accordance with the
establishment’s customer service standards and security procedures.
Requests of Guests may relate to:
1. Range of services and products offered by the establishment
2. Availability, hours and location of meals, services, equipment
a. How various types of equipment work
b. Local services, attractions, transport, shops entertainment, etc.
A. Request for Room Service:
203
Please Do Break
Make-
Not Fast
up the
Room Disturb Menu
zzzzzzz
zzzzzzz
zzzzzzz
zzzzzzz
Make up sign zzzzzzz
DND sign
“Mr. Smith, should you like to avail our wakeup call service, you may
request directly to the Telephone Operator to this nos. 04-733 or to the Front
Desk. Thank You, sir.
The guest shall call the operator directly or may relay the request through
the Front Desk.
When the operator rings a room for wake up call, she should answer do it
graciously by calling the guest by the name as follows: Good Morning Mr. Smith.
It is now 5:00 A.M.
When the guest does not answer the wake up morning call, request the
bellboy or the room boy to knock on the guest room. If there is still no
response, the Duty manager may enter the room with the emergency key.
6. change of linen
As part of hotel services, the hotel may allow certain items to be lent to
guests for their use while in the hotel. However, anything that is issued
should be recorded and acknowledge – signed by the guest so that in case
the item is lost or not returned, the guest could be made accountable. The
cost of the item shall be charged to his account in case of lost.
1. In the form, write down the name of the guest, his room number and the
date of issue. Check the item (whether adaptor, remote control, etc.) Ask
guest to acknowledge and sign in the form.
2. Copy of the acknowledgement receipt is issued to the Front Office cashier
who attaches it to the guest folder/folio so that during check out the
cashier can first verify the said item has been returned. If not, he shall
remind the guest to return it, otherwise he will be charged for it.
ISAT HOTEL
Housekeeping Department
CONTROL FORM FOR BORROWED ITEMS
1. When the guest does not answer the wake up morning call, request the
bellboy or the room boy to knock on the guest room. If there is still no
response, the Duty manager may enter the room with the emergency key.
2.
1. In the form, write down the name of the guest, his room number and
the date of issue. Check the item (whether adaptor, remote control,
etc.) Ask guest to acknowledge and sign in the form.
2. Copy of the acknowledgement receipt is issued to the Front Office
cashier who attaches it to the guest folder/folio so that during check
out the cashier can first verify the said item has been returned. If not,
he shall remind the guest to return it, otherwise he will be charged for
it.
7. Ask apology to the guest for the delayed service if not delivered
on time?
Comments/Suggestions:
ASSESSMENT CRITERIA:
1. Guests are courteously advised on correct usage of equipment
2. Malfunctions are promptly reported in accordance with enterprise
procedures, and where possible, alternative arrangements are made to meet
guest needs
3. A collection time for requested equipment is agreed upon where appropriate.
CONDITION:
Students/Trainee must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
Telephone
Computer
alarm clock
air conditioning unit
television and video player
Shower (with hot and cold)
electric fan
Refrigerator
4. TOOLS/MATERIALS
Tapes
Brochures/ manuals
Guest folio, guest list
caution signs
ASSESSMENT METHOD
Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Learning Experiences
Learning Objectives: After reading the INFORMATION SHEET, you must be able
to:
1. Advises guest on room and use of facilities
C. Use of TV
State if the television is tap with cable networks, and you have to tell to the
guest if it is operated through remote or manual.
One may say: “Sir, if you like to watch TV you just put on the TV and use the
remote control in choosing Channels you like.”
E. Others:
You may also orient the guest the switches of lights and electric outlets.
* If malfunction of the equipment occur you may change the equipment and report
it to the supervisor for him to report into the Engineering Department.
Date Developed: Document No.
MAY 24, 2011
Issued by:
HOUSEKEEPING Page 56 of 69
Developed by:
TESDA 02 NC II SUSANA D. AGDUYENG
MARCELA S. JOSE Revision #
SONITA D. CAMACAM
DELIA M. MALANA
MELCHORA P. OLIVERAS
Self Check 1.3-1
1. If malfunction of the equipment occur you may change the equipment and
report it to the supervisor for him to report into the Engineering
Department.
CRITERIA YES NO
Did you ……..
1. Acknowledge guest by use of name whenever possible?
Comments/Suggestions:
Witten Test
Demonstration with Oral
[tick the column]
Questioning
Interview
The evidence must show that the candidate……
1. Guest arrival list and guest history are reviewed x
based on guest folio.
2. Guest is greeted and acknowledged by use of name x
whenever possible.
3. Upselling and selling techniques are prepared in x
accordance with industry policy and procedure
4. Guests are courteously advised on correct usage of x
equipment
5. Malfunctions are promptly reported in accordance
with Standard Operating Procedures, and where x x
possible, alternative arrangements are made to meet
guest needs.
6. A collection time for requested equipment is agreed x
upon where appropriate.
7. Coordination with other department is done in
accordance with hotel’s organizational structure and x
its function.
8. Guest requests are noted and coordinated with other x
department concerned
9. Requests are handles in a polite and friendly manner
in accordance with the establishment’s customer x x
service standards and security procedures.
Candidates Name:
Instructor Name:
Unit of Competency: Provide Housekeeping services to guest
Qualification: NC II
Date of Assessment
Time of Assessment
Instruction for Demonstration:
The equipment, supplies and materials needed are provided. The
candidate must be able to perform housekeeping
Observation Checklist Check (/) to show if
evidence is
demonstrated
During the demonstration of skills, the candidate: YES NO N/A
1. Guest arrival list and guest history are reviewed
based on guest folio.
2. Guest is greeted and acknowledged by use of name
whenever possible.
3. Upselling and selling techniques are prepared in
accordance with industry policy and procedure
4. Guests are courteously advised on correct usage of
equipment
5. Malfunctions are promptly reported in accordance
with Standard Operating Procedures, and where
possible, alternative arrangements are made to meet
guest needs.
6. A collection time for requested equipment is agreed
upon where appropriate.
7. Coordination with other department is done in
accordance with hotel’s organizational structure and
its function.
8. Guest requests are noted and coordinated with other
department concerned
9. Requests are handles in a polite and friendly manner
Questions: Satisfactory
Response
The candidate should answer the following YES NO
questions:
1. One guest request for baby crib and almost at
the same time another guest request for room
cleaning, which one will do first?
2. How would you handle a guest complaint on the
delay of room cleaning?
3. A guest request for an iron and ironing board
which are currently unavailable, what will you
say to the guest?
4. A guest claims that the air conditioning is not
cooling well, how do you handle the complaint?
What if the engineering department cannot fix
the problem immediately?
5. What department in the hotel is responsible in
the transfer of guest to other room?
Feedback to candidate:
1. The baby crib, to make the baby comfortable, so that he/she will not create
noise thus not disturbing the in house guests.
2. Apologize for the delay of cleaning, then proceed to the cleaning activity.
3. Apologize then offer your service to bring the items to be pressed at the
nearest pressing shop.
4. Apologize then offer extra cooling unit, if not contented offer him to transfer
to a cooler room.
5. Front Desk
TRAINEE’S NAME
FACILITATOR’S NAME
QUALIFICATION HOUSEKEEPING NC II
DATE OF EVALUATION
TIME OF EVALUATION
THE PERFORMANCE OF THE TRAINEE IN THE SATISFACTORY NOT
FOLLOWING ASSESSMENT METHODS SATISFA
CTORY
[PLEASE TICK APPROPRIATE BOX]
A. WRITTEN EXAM.
B. INTERVIEW
C. DEMONSTRATION
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