Republic of the Philippines

DEPARTMENT OF EDUCATION
Region I

LA UNION SCHOOLS DIVISION OFFICE

City of San Fernando, La Union

LEARNING MATERIALS
HOUSEKEEPING NC II
GRADE 11, QUARTER 1, WEEK 1

MELC: Discuss implementing Hotel Codes, Rules and regulations-

(TLE_HEHK9-12HS-Ia-e-1)

Prepared by:

MARIGOLD M. DE LA PEÑA, T-II

San Juan Senior High School Stand Alone
San Juan District
 Target

Hotel rules / House rules are management policy or agreements between the
guest and the hotel. Usually, these policies are mentioned on the guest registration
card which is signed by the guest at the time of check-in.

A copy of rules and regulation is also kept in all guest rooms for guest to
read and understand the management policies. This can also include the local
government policies which have to be followed by the guest.

This module will provide you with information and activities that will help
you understand Housekeeping Codes, Rules and Regulations.

After going through this module, you are expected to:

1. discuss implementing Hotel Codes, Rules and regulations (TLE_HEHK9-

12HS-Ia-e-1)

Before going on, check how much you know about this topic.
Answer the pretest on the next page in a separate sheet of
paper
 Jumpstart

For you to understand the lesson well, do the following

activities.
Have fun and good luck!

Activity 1: CAN YOU GUESS ME?

The Department of Tourism’s Republic Act No. 7160 or known as The

Local Government Code of 1991 has set regulations on the accreditation of tourist
establishments here in the Philippines.

Hotel management will highly appreciate guests’ collaboration in abiding by

hotel rules and regulations, whose aim is to ensure peaceful and safe stay for
guests.

Directions: Identify the word or phrase that make the statement WRONG. If the
statement is correct, write your name. Write your answer on a separate sheet of
paper.

1. A hotel day starts at 2:00 p.m. on the day of arrival and ends at 12:00 a.m. of
the following day. Failure to check out by 12:00 p.m. will result in an additional fee
for extending a hotel day. A charge for the extension until 4:00 p.m. amounts to
Ph300.00, after 4:00 p.m. the hotel will charge for an additional hotel day.

2. The hotel accepts guests traveling with pets. Only one pet is allowed per room
for an extra charge and the guest bears full responsibility for any damage caused
by their pet. Pets must stay with the guest inside the room. Due to hygienic
reasons, pets are not allowed in the hotel restaurant.

3. The hotel is obliged to ensure cleaning of the room and performing necessary
repairs of equipment during the guest's absence or in their presence is so
requested by the guest.

4. The hotel renders storage of luggage with additional charge services.

5. The hotel guest bears financial liability for damaging or destroying the hotel's
equipment and technical devices due to their fault or due to the fault of their
visitors.
Discover

Housekeeping is an important area in any accommodation property.

Most people see housekeeping as simply “cleaning guest rooms” but from
an operational perspective there is a lot more to housekeeping than just that.
According to the Confederation of Tourism and Hospitality, the housekeeping of a
hotel is the guests’first and last impression. It is a must for a housekeeping
attendant to create a good impression about the hotel.

The role of housekeeping is to ensure the comfort and safety of guests whilst
they are staying at a hospitality organization.

This is the guest’s 'home away from home'. It is essential that that a guest is
able to enjoy their room in the same manner and with the same ease as they would
enjoy in their own house.

There are management rules that govern hotels to achieve smooth day-to-
day operations. All staff must be knowledgeable of these codes and rules to work
efficiently and address the individual needs of the guests.

The job of a housekeeping attendant is not limited to cleaning and

maintaining cleanliness in hotel rooms and other public areas, he or she has to
have knowledge about hotel codes, rules and regulations. Each housekeeping
attendant must be able to assist hotel guests well and be able to answer their
queries, requests and complaints. He or she also not violate the privacy and
security protocols of the hotel management.

HOTEL TERMS:

The following are the definition of terms and classifications of hotels and
guest rooms that are applicable to the Philippine setting.

1. Hotel.A building that is used for regular reception, accommodation, or

lodging for travelers and tourists with a provision of services for a fee.
2. Resort.Any pleasant place and atmosphere that gives rest and relaxation,
accommodation, and recreational facilities to travelers and tourists for a fee.
3. Tourist Inn. A lodging establishment that does not meet the requirements of
an economy hotel, caters to transients.
4. Apartel.A building that contains independent furnished and semi-furnished
apartments that are leased to travelers and tourists who are staying on a
more or less long term basis.
5. Motorist Hotel Motel. A building with several separate units that is located
along highways with parking space wherein motorists may obtain lodging.

Department of Tourism (DOT) classified hotels in the country as:

 Deluxe Class Standard Class
First Class Hotel Economy Class

Classification of Guest Rooms

Hotel guest rooms are classified according to the following:

1. According to number of beds.

a. Single room. A room with a single bed that is good for one person.
b. Twin room. A room with two twin or two single beds that is good for two
persons.
c. Double room. A room that has a double bed that is good for one to two
persons.
d. Twin double room. A room that has two double beds or two queen beds
that is good for two or more persons.
e. Triple room. A room that has either three single, one double bed and a roll
away bed, and two single beds and a roll away bed. This room is good for
three people.
f. Family room. A room that has one double bed plus an additional single or
sofa bed that can accommodate one small family.

2. According to price, layout, and facilities.

a. Economy room. An economical rate room that is short-sized with
standard facilities such as air conditioner, television and other amenities.
b. Standard room. A moderately priced room, equipped with standard
facilities and amenities such as air conditioner, private toilet and bath,
television, night and coffee table and other amenities.
c. Deluxe room. A room that is more luxurious and spacious with amenities
of superior quality and sold at a much higher price than a standard
room. Some additional amenities installed are bath robe, slippers, mini
refrigerator, coffee set, among others.
d. Studio room. A room that has a studio bed or couch that can be converted
into a bed. It is also called an executive room. Some studio rooms are
equipped with basic kitchen facilities such as microwave, china wares,
flat wares.
e. Connecting rooms. Two or more rooms that are connected with adjoining
doors
Types of Suit Rooms

1. Junior Suite. A room with a bed and a sitting area or lounge. The separate
bed can be connected to the living room. It is also called mini suite.
2. Penthouse Suite. A suite room that is located at the top floor of the
establishment.
3. Executive Suite. A room designed for top executives with facilities and
amenities of superior quality.
4. Hospitality Suite. A room used for entertaining visitors with a function room
or parlor.

Types of Beds

1. Single bed. A bed with approximately 36 x 75 inches in size.

2. Double bed. A bed that can accommodate two persons with approximately
54 x 75 inches in size.
3. Queen bed. An extra-long and extra wide bed with 60 x 80 inches in size.
4. King bed. An extra-long and extra wide bed with width of 78 inches and
length of 80 inches.
5. Rollaway bed. A portable bed for an extra person in the room.
6. Pullout bed. A bed that is inserted under the bed and pulled out when used.
7. Sofa bed. A couch that is convertible into a bed.

COMMON RULES AND REGULATIONS IN HOTEL ESTABLISHMENTS

The following are the common rules and regulations being implemented
in hotel establishments:

1. Check-in procedure
All guests must check-in at the front desk of the hotel and must present
valid identification cards such as passport, driver’s license or government-
issued IDs. Guests advised of the check-in and checkout time. Guests whose
hotel rooms were preblocked have their assigned rooms prearranged by the
organizer. This is usually done for batches of hotel guests attending
seminars.

2. Checkout procedure
Checkout time is mentioned by the hotel front desk clerk to the guests. If
the guests want to extend their stay, they must advise the front desk clerk.
Extension is approved depending on the availability of the room. Normally,
before the checkout time, the front desk clerk would check with the guests
whether they intend to extend or leave. Upon checkout, all hotel dues must
already be paid.
 3. Luggage storage
Depending on the availability of storage space, the guests may store their
luggage in the luggage room. There are rules applied depending on the
nature of goods. For perishable goods, most hotels allow to store them for 24
hours. Beyond this period, guests are informed that the hotel has the right
to dispose the perishable goods without further notice. For luggage
containing nonperishable goods, hotels normally allow guests to store their
goods longer or until the guests leave the hotel.

4. Guest’s belongings
All hotels have provisions for safety lockers. However, the guests should
be responsible for their belongings. Hotel management do not normally
shoulder the responsibility for the guests’ belongings. Thus, the hotel is not
liable for any loss due to theft or damage to the guests’ belongings, or other
properties.

5. Company’s lien on guests’ luggage and belongings

If guests fail to pay dues, hotel management shall have the right over the
guests’ luggage and may detain them until full settlement is made. Also, the
hotel management has the right to sell or auction guests’ property at any
time even without asking permission from the guests. The proceeds of the
property sold shall be applied to the guests’ amount due plus other charges
that may apply depending on the management’s specific rules.

6. Bringing of pets
Hotels have a specific policy whether they allow guests to bring in pets or
not. Most hotels do not allow pets inside the hotel.

7. Hazardous goods
Bringing hazardous goods like combustibles, explosives, drugs or goods
detrimental in nature are not allowed. Guests who will bring prohibited
goods shall be solely responsible for any damage caused by such goods to
other guests’.

Other acts like gambling, prostitution, bringing deadly weapons and

pungent food are strictly prohibited on hotel premises.

The hotel management reserves the right to request any guest who
misbehaves to vacate the room he or she is occupying or any public area in the
hotel where the guest is a nuisance or annoyance to other guests. In this case, the
guest shall be bound to leave when requested to do so.

The hotel management shall always have the full and absolute
possession the whole hotel premises and all guests must abide by any applicable
government rules and regulations. For example, taking photographs and videos for
commercial purposes is illegal.
 Explore

Here are some enrichment activities for you to understand more

the hotel codes, rules and regulations you have learned from
this lesson

Activity: Make your own Hotel Rules and Regulations!

You are a newly hired housekeeping attendant, your supervisor request

you to analyze the following statement about rules and regulations a guest must
abide. Use a separate sheet of paper for your answer.

Self-Assessment:
Directions: Write check mark (/) if the statement is allowed in a hotel. If not, write
a cross mark (x). Use a separate paper for your answers.

1. Hotels are not liable for any lost item of the guest. In case of theft, management
must investigate among its employees and may assist the guest in searching for the
lost items.

2. When the guests’ request is not related to the tasks of housekeeping department,
the housekeeping attendant may simply decline the request.

3. Every housekeeping attendant must be a keen observant to offer the best service
to hotel guests.

4. Good communication skill is a must to properly address guests’ queries and

concerns

5. When searching for lost items inside the guest room, guests’ belongings should
not be touched.

6. Guests can bring their pets as long as they inform the front desk of the hotel and
sign an agreement that pets will not be allowed to roam around the hotel premises.

7. If a persistent guest is requesting for something that is against the policy of the
hotel, the housekeeping attendant may grant the request as long as other guests
will not notice.

8. Hotels have the right to throw perishable goods away within a prescribed period
of time which is usually within 24 hours.

9. Knowing the dos and don’ts of the hotel organization may not be necessary for a
housekeeping attendant
10. When any of the guests’ belongings is lost, the hotel staff and their belongings
will be searched. This is a part of the hotel security protocol.

Great job! You have understood the lesson.

Are you now ready to share your thoughts more in
implementing hotel rules and regulations?
 Deepen

Read and analyze the scenario below. Discuss the code, rules and
regulation that must be implemented. Use a separate sheet for your answer.

You are newly hired housekeeping attendant of a hotel who is on job

shadowing for a couple of days. You were assigned to observe a senior
housekeeping attendant, Mark. Mark went to the linen store room to get a new
towel requested by a guest in Room 207. The room is occupied by a popular actress
in the local movies.

The phone suddenly rang at the front desk. It was from the guest at
Room 207. She wanted to speak to Mark but he was not around so you took the
call. The guest was so angry. She found a lizard inside her tub. The guest
threatened to relay this to the owner and recommend to have you fired.

Rubrics for Discussing Hotel Codes, Rules and Regulations

Criteria 5 Points 4 Points 3 Points

Analysis of the Analysis provides Analysis Analysis

problem full and exact provides provides scarce
details of the case. inadequate and poor details
details of the of the case.
case.
Implementation of Quantitative and Insufficient and Scarce and poor
solution qualitative solutions incomplete solutions and
and alternatives are solutions and alternatives are
provided. alternatives are provided.
provided.
Content Clear, concise, well- The required Minimal
written information information is information is
is provided. provided. provided.
 Gauge

Directions: Read carefully each item. Use a separate sheet for your answers.
Write the CAPITAL letter of the best answer for each test item.

1. Which of the following classification of hotels is used for regular reception,

accommodation, or lodging for travelers and tourists with a provision of
services for a fee?
A. Apartel C. Resort
B. Hotel D. Tourist Inn
2. Which of the following types of beds is TRUE?
A. Queen bed is the same size as King Bed.
B. Single bed is approximately 36x85 inches in size.
C. Sofa bed is also known as couch that is convertible into a bed.
D. Rollaway bed is inserted under the bed and pulled out when used.
3. Which statements support a Penthouse suite?
A. Is located at the top floor of the establishment.
B. Has an amenity of superior quality.
C. Has a function room or parlor.
D. Has a setting area or lounge.
4. Which quest room offer some additional amenities such as bath robe,
slippers, mini refrigerator, coffee set, among others?
A. Deluxe Room C. Standard Room
B. Economy Room D. Studio Room
5. One of the guests misbehaves or the guest is nuisances to other guests,
what action should the hotel management do?
A. Remove the guest’s belongings from the room occupied by him/her.
B. Ignore the misbehavior of the guest.
C. Call a police to pick up the guest.
D. Request the guest to leave.
6. A guest fail to pay his dues, what alternative solution can the hotel staff
propose?
A. Sell or auction guest’s property at any time even without asking
permission from the guest.
B. Keep the guest’s luggage on the locker and let him/her leave the
establishment.
C. Do release the guest without paying his/her dues.
D. Detain the guest in the police station.
7. How would you describe a family room briefly?
A. Has one double bed plus an additional single or sofa bed.
B. Has two double beds or two queen beds.
C. Has two double beds.
D. Has two single beds.
8. All hotels have provisions for safety lockers. The guest reported to the front
desk that some of his belongings were lost. What would the hotel
management quote to defend his/her staff?
A. The hotel will charge the amount of loss to the staff in-charge.
B. The hotel will report to the police about the incident.
C. The hotel will ignore the complaints of the guest.
D. The hotel is not liable for any loss due to theft.
9. A group of five arrived at the hotel for check-in. They requested to be in one
room that is comfortable enough for them to stay overnight and with their
limited budget. Which room would the staff suggest?
A. Deluxe Room C. Triple Room
B. Double Room D. Twin double Room
10. Past twelve midnight a dogged guest is requesting for liquor that is against
the policy of the hotel, what would be the best answer of the housekeeping
attendant?
A. I will check first if the guests beside your room is already asleep.
B. I will grant your request as long as you pay double of the prize.
C. I will request for the room boy to accompany you at the lobby.
D. Drinking beyond twelve is prohibited.

Great job! You are almost done with this module.

Answer Key

Jumpstart- Activity 1: Can you guess me?

1. /
2. (Your Name)
3. /
4. (Your Name)
5. /

Explore- Self-Assessment:
1. /
2. X
3. /
4. /
5. /
6. /
7. X
8. /
9. X
10.X

Gauge:
1. B
2. C
3. A
4. A
5. D
6. A
7. A
8. D
9. C
10.D
References
Printed Materials:
Vivas, Jennifer F. (2016). TLE-TVL Series Housekeeping. 927 Quezon Ave., Quezon
City, Philippines: Phoenix Publishing House, Inc.
Website:
https://www.asean.org/storage/images/2013/economic/matm/Toolboxes%20for
%20Six%20Tourism%20Labour%20Divisions/Specific
%20Competencies/Housekeeping%20Division/Provide%20housekeeping
%20services%20to%20guests/TM_Provide_housekeeping_to_guest_310812.pdf
https://setupmyhotel.com/formats/house-keeping/123-hotel-rules.html
https://www.slideshare.net/rajishrajan1/hotel-housekeeping-28478809?
from_action=save
https://setupmyhotel.com/train-my-hotel-staff/hk/758-room-status-codes-
housekeeping.html
http://accreditationonline.tourism.gov.ph/Downloadables/Standards/Accommoda
tionEstablishments.pdf