COMPETENCY BASED LEARNING MATERIAL

Sector: TOURISM

Qualification Title: HOUSEKEEPING NC II

Unit of Competency: Provide Housekeeping Services to Guest

Module Title: Providing Housekeeping Services to Guest

HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL

The unit of competency, “Provide Housekeeping Services to Guest”, is one

of the competencies of HOUSEKEEPING NCII, a course which comprises the
knowledge, skills, and attitudes required for a TVET trainee to possess.
The module, Providing Housekeeping Services to Guest, contains training
materials and activities related to identifying and performing different
housekeeping services, and following the correct procedures in handling
housekeeping requests.

In this module, you are required to go through a series of learning

activities in order to complete each learning outcome. In each learning outcome
are Information Sheets, Self-checks, Operation Sheets, Task Sheets, and Job
Sheets. Follow and perform the activities on your own. If you have questions,
do not hesitate to ask for assistance from your facilitator.
Remember to:
 Read information sheet and complete the self-checks.
 Perform the Task Sheets, Operation Sheets, and Job Sheets until you are
confident that your outputs conform to the Performance Criteria
Checklists that follow the said work sheets.
 Submit outputs of the Task Sheets, Operation Sheets, and Job Sheets to
your facilitator for evaluation and recording in the Achievement Chart.
Outputs shall serve as your portfolio during the Institutional
Competency Evaluation. When you feel confident that you have had
sufficient practice, ask your trainer to evaluate you. The results of your
assessment will be recorded in your Achievement Chart and Progress
Chart.
You must pass the Institutional Competency Evaluation for this
competency before moving to another competency. A Certificate of Achievement
will be awarded to you after passing the evaluation.

You need to complete this module before you can perform the next
module.
 HOUSEKEEPING NC II

COMPETENCY BASED LEARNING MATERIALS

LIST OF COMPETENCIES

No. Unit of Competency Module Title Code

Provide Housekeeping Providing Housekeeping

1 TRS512307
Services to Guest Services to Guest

2 Prepare Rooms for Guests Preparing Rooms for Guests TRS512308

3 Clean Premises Cleaning Premises TRS512309

4 Provide Valet Service Providing Valet Service TRS512310

5 Laundry Linen and Guest Laundering Linen and Guest TRS512311

Clothes Clothes
MODULE CONTENT

UNIT OF COMPETENCY: Provide Housekeeping Services to Guest

MODULE TITLE: Providing Housekeeping Services to Guest

MODULE DESCRIPTOR:

This module covers the knowledge, skills and attitudes in Providing

Housekeeping Services to Guest. It details the requirements for identifying
and performing different housekeeping services, and following the correct
procedures in handling housekeeping requests.

Nominal Duration: 36 hours

At the end of this module, you MUST be able to:

1. Identify and perform different housekeeping services

2. Follow the correct procedures in handling housekeeping requests.

 COMPETENCY SUMMARY

Qualification Title : HOUSEKEPING NC II

Unit of Competency : Provide Housekeeping Services to Guest

Module Title : Providing Housekeeping Services to Guest

Introduction

This unit of competency deals with the skills and knowledge required to provide and to
perform a range of general housekeeping services to guests

Learning Outcomes:

Upon completion of this module, you MUST be able to:

1. Identify and perform different housekeeping services.

2. Follow the correct procedures in handling housekeeping requests.

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 meting 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
LEARNING OUTCOME #1 IDENTIFIES AND PERFORMS DIFFERENT
HOUSEKEEPING SERVICES

CONTENTS:
 Hotel codes and regulations

 Interpersonal skills: Communication and listening Skills

 Upselling and selling techniques

 Basic operational skills on facilities and equipment

 Personal hygiene

 Hotel organization structure: departments and its functions

“Rank and File”

 Preparing requisitions for maintenance services

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
CONDITIONS: The student/trainee must be provided with the following:
Tools Equipment Materials/ Supplies
Tapes Telephone Pen and paper
Brochures/ manuals Computer Housekeeping/ FO forms
Guest folio, guest list Shower (with hot and operating manuals
cold)
caution signs refrigerator room supplies and
amenities
electric fan
air conditioning unit
shelves
alarm clock
television and video
player

ASSESSMENT METHODS:
 Written Test
 Oral Questioning/Interview
 Demonstration/Role Play
 Learning Experiences

Learning Outcome 1

Identify and Perform Different Housekeeping Services

Learning Activities Special Instructions

Read information sheet 1.1-1 on This Learning Outcome deals with the
“Hotel codes and regulations” development of the Institutional Competency
Evaluation Tool which trainers use in
Answer Self-check 1.1-1 evaluating their trainees after finishing a
Read information sheet 1.1-2 on competency of the qualification.
“Interpersonal skills: Go through the learning activities outlined
Communication and listening for you on the left column to gain the
Skills” necessary information or knowledge before
Answer Self-check 1.1-2 doing the tasks to practice on performing
the requirements of the evaluation tool.
Perform task sheet 1.1-2
The output of this LO is a complete
Read information sheet 1.1-3 on Institutional Competency Evaluation
“Upselling and selling Package for one Competency of
techniques” Housekeeping NC II. Your output shall
serve as one of your portfolio for your
Answer Self-check 1.1-3
Institutional Competency Evaluation for
Read information sheet 1.1-4 on Providing Housekeeping Services to
“Basic operational skills on Guest.
facilities and equipment”
Feel free to show your outputs to your
Answer Self-check 1.1-4 trainer as you accomplish them for guidance
and evaluation.
Perform task sheet 1.1-4
After doing all the activities for this LO, you
Read information sheet 1.1-5 on are ready to proceed to the next LO:
“Personal hygiene” Following the correct procedures in
handling housekeeping requests
Answer Self-check 1.1-5

Read information sheet 1.1-6 on

“Hotel organization structure:
departments and its functions
‘Rank and File’”
Answer Self-check 1.1-6

Read information sheet 1.1-7 on

“Preparing requisitions for
maintenance services”

Answer Self-check 1.1-7

Perform task sheet 1.1-7

 Information Sheet 1.1-1

HOTEL CODES AND REGULATIONS

Learning Objectives:
After reading this information sheet, you must be able to:
1.) Know and familiarized the hotel codes and regulation
2.) Know the importance of the hotel codes and regulation

Hotel codes and regulation these are policies and regulation that could
minimize, if not eliminate abuses on the part of guest particularly on behavior
that could create serious damage to property or disturb other guest. As
stipulated that in the event that the rules are violated, the hotel reserves the
right to terminate the guest’s stay or make him/her liable for the consequences
of the violation.
FIRE PREVENTION PRACTICES TO BE OBSERVED
To prevent fires and other accidents it is required to refrain from:
 Cooking food, ironing clothes and using heating appliances like
burners etc.
 Smoking in bed and throwing lighted cigarette butts in garbage cans.
 Other behavior which might cause fire or endanger other guest.

TO ENSURE SAFETY THE GUEST MUST OBSERVE THE FOLLOWING:

 The room should be locked when leaving. Be sure to lock the door
inside and put the door chain on while inside the room, especially
when going to bed.
 Be sure to identify the person who comes to your room before opening.
If a suspicious person wants to enter your room, call the front office.
 Refrain from entertaining in your room any stranger who is not known
to you.
 Unregistered guest or joiners are not allowed to stay overnight inside
guestrooms. They should first register at the front desks.
 Switch off the aircon and lights before leaving your room.
 Switch off the shower after using.
 Do not entertain calls or any transaction from unknown persons. The
hotel will not be responsible for whatever untoward incidents that
may occur from such transaction.
 Guests are required to secure clearance from the Front desk before
leaving the hotel. For groups, the said clearance shall be endorsed to
group coordinator.
  Amenities in the room except consumables like toilet paper, shampoo,
coffee, etc. are meant to be used during the guests stay in the hotel.
They are not intended to be given away as souvenirs. Lost amenities
shall be charged to the guest upon check out.

HANDLING OF VALUABLES AND STORED ARTICLES

 It is advice to keep your cash and valuable in the safety deposit box at
the Front Office during the stay in the hotel. in the event of the above
procedure is not observed, the hotel will be not responsible for any
loss, or damage to valuables.
 Disposition of lost articles will be handled in accordance with the law.
 Stored articles will be kept up to six months, after that they will be
disposed of by the hotel as an abandoned article.
 Keys should be deposited with the desk clerk when going out of the
hotel. Lost keys will be charged.

PROHIBITED ARTICLES

These are articles that can serve as nuisance or can endanger the
safety of house guest and therefore not allowed to be brought into the
Hotel.

 Animals, birds (as pet)

 Article with offensive odors and disturbing noise
 Explosive and flammable articles such as gunpowder and gasoline
 Dangerous weapons like guns, swords, etc. They should be deposited
to the Security office.
 Prohibited drugs

OTHER PROHIBITION
 Guests are advised to refrain from disturbing activities that annoys
other guests like running, shouting, loud music, etc.
 The guestrooms are not to be used as showrooms or as business
center where business transactions are made like interviews, business
meetings, etc.
 Removal of fixtures and equipment inside the room or using them for
purposes other than what they are intended for.
 Self-Check 1.1-1: TRUE OR FALSE

1.) To ensure safety you need to switch off the aircon and lights before
leaving your room.
2.) Dangerous weapons like guns and swords are allowed in the hotel.
3.) Prohibited drugs are not allowed in the hotel.
4.) Unregistered guest or joiners are allowed to stay overnight inside
guestrooms.
5.) Guests are required to secure clearance from the Front desk before
leaving the hotel.
 Answers to Self-Check 1.1-1

1.) True
2.) False
3.) True
4.) False
5.) True
 Information Sheet 1.1-2
INTERPERSONAL SKILLS: COMMUNICATION AND LISTENING SKILLS

Learning Objectives:
After reading this information sheet, you must be able to:
1.) Know the four types of interpersonal skills which is relevant to work
environment
2.) Apply and improve the interpersonal skills in work or career life.

Four Types of Interpersonal Skills

Good interpersonal skills are critical in all work environments.

The better your interpersonal skills the more effective you will be in your
personal and career life. Let’s have a look at four types of strong interpersonal
skills that should be mentioned.

1. Assertion Skills
These are both non-verbal and verbal behaviors that allow you to remain
respectful, defend your rights, and satisfy your needs, all without
abusing, manipulating, controlling, or dominating.

2. Active Listening
When using Active Listening the listener is focused on the person
speaking absorbing what is said and responding appropriately.

3. Questioning Skills
How you ask the questions will establish the type of answer you get, the
quality of that answer, and the quantity of that answer.
You can improve the overall communication with the right questions.

4. Conflict Resolution Skills

These are skills that will allow managing and resolving conflicts
effectively.
Examples of Interpersonal Skills

Let’s look at a list of interpersonal skills

that are essential to your communication
dialogue.

 Look

While you are listening to what a person

has to say you should also be looking at
facial expressions, body language, well
as dress, hair, and eyes.
For example, are the lips clenched or is
the body relaxed?

 Ask

Ask questions that are open-ended improving your ability to extract more
information from the other person and quickly identify the value of that
information.
It’s a great way to become extremely efficient at interpersonal skills.

 Listen

While it may sound simple, the fact of the matter is only a small percentage of
people listen well. It’s critical that you actually hear the person’s message.
Missing just a little piece can change the entire meaning or perception of that
message. Listen for tone, inflection, and volume. For example, “what’s your
problem?” said in a soft tone would imply you want to assist someone, but said
in a loud boisterous voice might indicate someone is angry.

 Comprehend

With the information gathered it must be processed and then learned. You
must apply what you have learned to the person you are having a dialogue
with.
When you comprehend what their emotional state is, their mood, or how they
are feeling you can better understand the true meaning of their message.
  Learn

When you look, listen, and ask you will generate a significant amount of
information in a relatively short period of time, allowing you to quickly and
efficiently process the information.

 Commit

Commitment is a key interpersonal skill requiring your time an effort. When

you are committed to the development of your interpersonal skills, it will
benefit everyone you communicate with.

Developing Interpersonal Abilities: How to Improve Interpersonal Skills

Interpersonal skills are critical to good communication. Regardless of how

knowledgeable you are how great your ideas if you aren’t able to connect with
others your personal life and career will suffer. Let’s look at some way to
improve interpersonal skills.

 Smile – When you smile you look friends and approachable and that will
draw people to you.

 Be Observant – Watch what’s happening in the lives of others. Acknowledge

their accomplishments, express your sympathy. Always make eye contact
and don’t be afraid to ask others what their opinion is.

 Be Appreciative – Say thank you, speak kindly, and encourage others with
your words.

 Active Listening – Restate what the other person says to ensure you know
the meaning.

 Bring People Together – Create the type of environment where others want
to work together.

 Communicate Clearly – Pay attention to what others are saying.

“Interpersonal skills can improve your communication and your life.”

 Self-Check 1.1-2: TRUE OR FALSE

1.) The better your interpersonal skills the more effective you will be
in your personal and career life.
2.) Communicate clearly is one way of improving interpersonal skills
3.) Interpersonal skills cannot improve your communication and your
life
4.) Active Listening is one type of interpersonal skill where the
listener is focused on the person speaking absorbing what is said
and responding appropriately.
5.) Good interpersonal skills are critical in all work environments.
 Answers to Self-Check 1.1-2

1.)True
2.)True
3.)False
4.)True
5.)True
 Information Sheet 1.1-3
UPSELLING AND SELLING TECHNIQUES

Learning Objectives:
After reading this information sheet, you must be able to:
1. know the importance of upselling and selling.
2. understand and learn the techniques in upselling and selling

Upselling is important in most every business. Up-selling is simply selling more

to a customer than he originally planned to purchase. Learning the techniques
to upselling can increase virtually any company's bottom line.

In upselling and selling you have to:

 Know Your Customer

The better you know your client, the more likely you are to gain an
additional sale and keep that client for the future.

 Listen
Many times during a conversation, a customer will tell you about
other needs he has. In many cases, he may not be aware that your
business offers a solution.

 Assume the Sale

Assume the sale is another effective way to up-sell. By
presupposing the sale, your words should indicate that the sale is
already accepted.

 Offer Incentives
Another way to increase up-selling in your organization is to
provide your client with an incentive to purchase more products or
services. If your business offers a service on contract basis, discount the
service in exchange for a longer commitment.

Understanding the art of upselling and selling can increase profits for your
business.
 Self-Check 1.1-3: TRUE OR FALSE

1.) Understanding the art of upselling and selling can increase profits for
your business.
2.) The better you know your client, the more likely you will not gain an
additional sale and will not keep that client for the future.
3.) Offering incentives is one technique of upselling and selling.
4.) Up-selling is simply selling more to a customer than he originally
planned to purchase.
5.) Upselling and selling has no use in the business.
 Answers to Self-Check 1.1-3

1. True

2. False

3. True

4. True

5. False
 Information Sheet 1.1-4
BASIC OPERATIONAL SKILLS ON FACILITIES AND EQUIPMENT

Learning Objectives:
After reading this information sheet, you must be able to:
1. identify the basic facilities and equipment used in housekeeping
2. know how to operate and where to used the following equipment.

Good housekeeping in public areas, be it a hotel or building requires thorough

cleaning. For a thorough cleaning, the establishment must be equipped with
appropriate cleaning and sanitizing equipment, tools and supplies as follows:

Cleaning Equipments Usage and Maintenance

Vacuum Cleaner It is used to eliminate loose soil and dust
particles from carpet surfaces,
upholstered furniture and even hard
surfaces.
Dust bags must be emptied every after
use.
Floor polisher Used in scrubbing, stripping and
polishing hard floor surfaces and also
vinyl wood parquet, etc.

Carpet sweeper This is used to pick-up dirt and particles

from the carpet

Hydro-vacuum cleaner This called an “all purpose vacuum” as it

is used for both dry and wet surfaces and
also for absorbing water in flooded or wet
surface.
Carpet extractor This extractor is used when the carpet is
heavily soiled. It penetrates into the inner
surfaces of the carpet and removes
embedded soil or dirt.

Carpet dryer To be used for drying carpet after

extraction. It expedites drying by about
50%.

Cleaning Tools Usage and Maintenance

Floor mop For mopping, floor stripping and waxing

Mop wringer Used to wring and flush out excess water

in the mop during damp mopping

Floor/window squeegee This is needed to remove excessive water

from the surface and corners. It also
speeds up the drying process.

Make sure that the rubber strips are

supple.

Soft broom and stick broom Soft broom is for fine and flat surfaces like
vinyl and wood. Stick broom is ideal for
rough surfaces like grounds.

Dust mop To be used to dust mop the floor during

follow up cleaning.
Caution sign Warning sign to alert people that the floor
is wet and slippery and they should not
step on it.

Other Cleaning Tools and

Usage and Maintenance
Materials
Roomboy’s cart Carrier of amenities and cleaning supplies
during room make up.

Caddy box Container for cleaning chemicals and

tools.

Scouring pads Make sure the pads are wet before using
them
Rough part: for scrubbing
purposes only Wash and rinse after each use. Also rinse
Soft/smooth part: for cleaning at the end of each day to insure that there
painted surfaces, glass mirrors, is no soap left on the pads.
and porcelain.
Dusting cloths This is used for dusting wooden furniture.

Make sure the cloths are clean ; otherwise

the dusty cloth will merely rub the dust
unto the surface being dusted
Cleaning towels It is use for drying bathroom walls and
floor tiles after they are cleaned

Make sure the cloths are dry.

Polishing cloths This cloth is used for polishing metal

surfaces like bathroom fixtures.
Use cloths that are made of fiber to be
able to absorb the water left behind
during the cleaning process.
Hand brushes This is meant for brushing away dusts
from rough surfaces such as rattan,
wicker-work, etc.
Dusters For dusting furniture and fixtures

Used dusters for dusting furniture and

fixtures.

Toilet bowl brush Used for cleaning toilet bowls.

Should be kept after use in the storeroom

either in a holder or in a plastic bag
hanging on one end of the trolley.
Ceiling brooms Use to remove cobwebs in the ceiling.

Clean the bristle of the broom after use

and at the end of each shift.
Grouting brush For cleaning in between surfaces of tiles.

Brush the cleavages in between tiles using

this tool, then sweep away the dust.

Oilers To be applied in hinges of doors so as to

prevent squeaking sounds from the door.
Use sparingly. Once there is no squeaky
sound, wipe excessive soil away as it can
spill on floor or carpet and cause stain.
Tongs Used for picking up dirt and cigarette
butts found on ashtrays.
Used to protect the hands from getting
into direct contact with the dirt that
maybe a source of bacterial contamination
and disease.
Hand gloves Protection of cleaners against
contamination during the cleaning
process.
 Self-Check 1.1-4:

1.) For a thorough cleaning, the establishment must be equipped with

appropriate cleaning and sanitizing equipment, tools and supplies.
2.) Hydro-vacuum cleaner is also called “all purpose vacuum”.
3.) Floor mop used in scrubbing, stripping and polishing hard floor
surfaces and also vinyl wood parquet.
4.) Carpet sweeper used for drying carpet after extraction. It expedites
drying by about 50%.
5.) Carpet dryer used for drying carpet after extraction. It expedites
drying by about 50%.
 Answers to Self-Check 1.1-4

1.) True
2.) True
3.) False
4.) False
5.) True
 Task Sheet 1.1-4

Title: “ How to operate and used vacuum cleaner”

Performance Objective: Given you a 30minute, to operate and used

the vacuum cleaner.
Supplies: none

Equipment: Vacuum cleaner

Steps/Procedure:
1. Check the vacuum cleaner inside and out.
2. Remove any remain inside the vacuum cleaner if you find any.
3. Check the electrical wiring and the electric voltage before you
plug in.
4. Plug in to proper voltage
5. Place it on a carpet or even in hard surfaces to eliminate loose
soil and dust particles.
6. Empty the dust bags before they overload and after use
7. After using also, roll back the wire neatly.
Assessment Method:

Use the Performance Criteria Checklist

Performance Criteria Checklist for Task Sheet 1.1-4

Criteria YES NO

1. Check the vacuum cleaner inside and out.

2. Remove any remain inside the vacuum cleaner if you find

any.

3. Check the electrical wiring and the electric voltage before

you plug in.

4. Plug in to proper voltage

5. Place it on a carpet or even in hard surfaces to eliminate

loose soil and dust particles.

6. Empty the dust bags before they overload and after use

7. After using also, roll back the wire neatly.

 Information Sheet 1.1-5
PERSONAL HYGIENE

Learning Objectives:
After reading this information sheet, you must be able to:
1.) Know what the personal hygiene that relevant to housekeeping is.

The following are the good health habits that contribute to a pleasing
personality.

 Take a bath daily before reporting for work.

 Apply deodorant before dressing up.
 Change your street clothes to clean uniform before proceeding to
your assigned work area.
 Brush your teeth at least twice a day.
 Clean fingernails, cut them short and remove dark polish.
 Male staff should maintain a well-shaved face, no mustache or
long side burns.
 Eat good food - a balanced diet.
 Have enough sleep.
 Avoid smoking, liquor and drugs when going to work.
 Keep self physically fit by regular exercise.
 Self-Check 1.1-5

1.) It is important to take a bath before reporting to work.

2.) Having enough sleep is one of the personal hygiene
3.) A clean fingernail is not necessary.
4.) Avoid smoking, liquor and drugs when going to work.
5.) Male staff should maintain a well-shaved face, no mustache or
long side burns.
 Answers to Self-Check 1.1-5

1.) True
2.) True
3.) False
4.) True
5.) True
 Information Sheet 1.1-6
HOTEL ORGANIZATION STRUCTURE: DEPARTMENTS AND ITS
FUNCTIONS ‘RANK AND FILE ’

Learning Objectives:
After reading this information sheet, you must be able to:
1.) identify the following person assign in the certain areas
2.) know their basic function, duties and responsibilities.

Hotel Organizational Structure: Housekeeping department

ROOMSKEEPING PUBLIC AREA LINEN & LAUNDRY

SUPERVISOR SUPERVISOR SUPERVISOR

ROOMBOY HOUSEMAN LINEN ATTENDANT

UTILITY/MAINTENANCE

CHAMBERMAID PEST CONTROL LAUNDRY ATTENDANT

TECHNICIAN

MINI-BAR ATTENDANT MINI-BAR ATTENDANT VALET RUNNER

STEAM PRESSER/
IRONER
HOUSEKEEPING MANAGER
Basic Function: Responsible for maintaining a smooth and efficient flow
of operations in the Housekeeping Department; sees to it that housekeeping
maintenance is carried out in accordance with prescribed standards and
policies.
Duties and Responsibilities:
 Planning, setting directions, establishing goals and targets;
 Organizing the work, establishing standards and procedures;
 Monitoring the results of work vs. standards and targets;
 Controlling the utilization of material and human resources, preventing
losses and damages and wasteful consumption.
 Takes corrective action for any problem affecting the operation in his
department; attends to customer complaints, coordinates with
department concerned for remedial action.
 Calls for and presides over operation meeting with supervisors to
discuss and resolves operational problems.
 Organizes the flow of housekeeping operations.
 Conduct job orientation and training of housekeeping personnel.

ROOMS KEEPING SUPERVISOR

Basic Function: To plan, organize, direct and monitor rooms
maintenance activities and to insure consistent compliance to prescribed
rooms keeping standards, procedures and policies.
Duties and Responsibilities
 Conducts routine inspection to check the quality of room make up.
Makes sure that the rooms are installed with standard room amenities
and that the area is free of safety hazards.
 Coordinates with the Front Office regarding changes in room status and
bookings; with the Facilities Maintenance Unit regarding requests for
repair or maintenance; and other departments on other related matters.

Room boy, chambermaid or room attendant

Basic Function: To attend to the maintenance and upkeep of all
guestrooms and service areas assigned to him/her.
Duties and Responsibilities:
 Looks after the maintenance of cleanliness, orderliness and sanitation in
his assigned guestroom.
 Looks after the proper use, maintenance and storage of cleaning
equipment. Reports damages to supervisor for corrective action:
 Reports all guest complaints and unusual incidents, including
unauthorized entry of suspicious persons in guestrooms and guest who
are sick or in critical condition.
 Reports and surrenders all lost and found items to Supervisor.
 Assist supervisor in conducting room check;
Mini Bar Attendant
Basic Function: To attend to mini-bar installation, replenishment,
inventory taking, stock requisition and other related functions.
Duties and Responsibilities:
 Maintains par stock of mini bar items; initiates requisition to replenish
used stock.
 Record mini bar consumption per room, prepares a sales and inventory
report.
 Determines the availability and non-availability of mini-bars stocks and
updates the individual receipts distributed in guestrooms.
 Coordinates with the Front Office regarding check outs for the day to be
able to prioritize rooms for mini bar inventory. Also checks rooms on
“cash-basis” to be able to pull out mini-bar stock.

PUBLIC AREA SUPERVISOR

Basic Function: To direct and control all activities concerning public
area maintenance and to ensure conformity to prescribed housekeeping
standards and policies.
Duties and Responsibilities:
 Maintains housekeeping in all public areas paying special attention to
cleanliness, orderliness and safety in all covered areas;
 Conduct regular inspection of the different public areas; checks the
quality of cleaning and maintenance and ensures that all areas are free
of safety hazards.
 Monitors and supervises the proper use, storage and maintenance of
cleaning equipment as well as housekeeping tools and supplies;
 Reports to management all unusual incidents and accidents in the
public areas, paying attention to safety hazards and items needing
corrective action.
 Trains, coaches and supervises housekeeping staff in the performance of
their duties and performs other related duties as maybe assigned by
superior.

Houseman Utility/Maintenance
Basic Function: To attend to the upkeep and maintenance of cleanliness
and orderliness in public areas assigned to him.
Duties and Responsibilities
 Secures cleaning supplies, materials and equipment and looks after their
proper use, storage and maintenance;
 Check the location, condition and arrangement of fixtures in his area of
responsibility; sees to it that they are clean and properly installed.
 Cleans and sanitizes public comfort rooms under his area in accordance
with standard cleaning procedures;
 Reports all noted damages and out-of-order facilities in his area of
responsibility, takes note of defective cleaning equipment, busted bulbs,
 torn carpets, cracks on walls, defective sinks and toilet bowls, dogged
floor drain, ceiling leaks, defective locks, etc;

Pest control technician

Basic Function: to attend to the prevention and control of pests through
preventive and corrective measures.
Duties and Responsibilities;
 Checks areas where pests and insects proliferate and performs the
necessary fumigation
 Looks for patches or holes and other entry points of insects and takes
corrective action;
 Maintains stock for pest control and looks after their safekeeping and
reasonable use;
 Checks for possible sources of the proliferation of pests and insects,
makes report and recommendations to remedy the situation.

LINEN AND LAUNDRY SUPERVISOR

Basic Function: To direct, lead, monitor and control all activities
relating to linen and laundry service.
Duties and Responsibilities;
 Checks the quality of laundry service; ensures that all laundry standards
are complied with and that garments are protected from damages;
 Checks the condition of laundry equipment; prepares a schedule of
preventive maintenance;
 Initiates and supervises weekly inventory of laundry supplies and other
items; reports losses and damages and takes corrective action against
reckless use of equipment;
 Trains, coaches and supervises laundry staff; evaluates their
performance and conducts appraisal interview.

Linen Attendant
Basic Function: Responsible for storage and issuance of employees’
uniforms, linens, cleaning materials, supplies as well as guestroom amenities;
 Duties and Responsibilities;
 Attends to the issuance of uniforms as well as guestroom, restaurant and
banquet linen, cleaning materials, supplies as well as guestroom
amenities;
 Reports to the Supervisor all missing articles, losses, breakages and
damaged items in the linen room;
 Receives all surrendered linen items; check if they are complete and in
good condition; endorses soiled items to the laundry section for laundry;

Laundry Attendant
Basic Function: Responsible for washing, extracting and drying of all
Housekeeping linen such as towels, bed sheet, pillow slips and pillow case,
etc. and also linen used for dining and banquet functions.
Duties and Responsibilities:
 Sort all dirty linens and towels brought into the laundry section;
 Loads items into the washing machine and performs washing in
accordance with standard washing procedures;
 Unloads extracted items and forwards them to either Mangling or
pressing section, depending on the type of laundry needed; and
 Daily cleans his work area and the washing machine.

Valet runner
Basic Function: Responsible for the pick-up and delivery of laundry
items of guest and also those for house use.
Duties and Responsibilities;
 Picks up guests’ items for laundry and endorses them to sorter/ marker
for proper classification;
 Checks laundry items for possible damages and immediately informs the
guest about it. Also indicates noted damages in the laundry list;
 Coordinates with the Rooms keeping Supervisor for the delivery of all
processed items when guest are not in their rooms;
 Informs the laundry office of his whereabouts in case there is any call for
pick-up and immediate delivery;
 Coordinates with the Front office and the Housekeeping office regarding
room transfer of guests so that wrong delivery can be avoided.

Steam presser/ironer
Basic Function: Responsible for ironing of linen items in the flatwork
machine following the standard procedures.
Duties and Responsibilities;
 Prepares flatwork ironing machine for operation; Sorts all items by
classification before running them in the machine;
 Feeds items neatly, straightens edges and smoothly presses wrinkles;
operates the machine according to prescribed procedures;
 Reports any malfunction of machines to his/her superior.
 Clean work areas and machines after use. And Prepares and keeps
records of accomplished laundry.
 Self-Check 1.1-6

1. Housekeeping Manager is responsible for maintaining a smooth and

efficient flow of operations in the Housekeeping Department.
2. Public Area Supervisor responsible to direct and control all activities
concerning public area maintenance and to ensure conformity to
prescribed housekeeping standards and policies.
3. Valet runner is responsible for ironing of linen items in the flatwork
machine following the standard procedures.
4. Linen attendant is responsible for storage and issuance of employees’
uniforms, linens, cleaning materials, supplies as well as guestroom
amenities.
5. Laundry attendant is responsible for washing, extracting and drying
of all Housekeeping linen such as towels, bed sheet, pillow slips and
pillow case, etc. and also linen used for dining and banquet functions

Answers to Self-Check 1.1-6

1.) True
2.) True
3.) False
4.) True
5.) True
 Information Sheet 1.1-7
PREPARING REQUISITIONS FOR MAINTENANCE SERVICES

Learning Objectives:

After reading this information sheet, you must be able to:

1. Know when you will be doing a request for repair or trouble shooting
of defective facilities or amenities.
2. Know how to fill up and use the maintenance service form.

Maintenance Order or Service Request – this is accomplished by the

Housekeeping supervisor when doing a request for repair or trouble shooting
of defective facilities or amenities like TV, air conditioner, leaking faucet, etc.

When a complaint on defective items in the guestroom is received, the

housekeeping/Floor supervisor shall request the Facilities Maintenance Office
to send a technician to check and validate the report and then submit status
report to the Housekeeping office.

Once the complaint is validated, the supervisor accomplishes the form,

indicates details of the problem and sends the form to the Facilities
Maintenance Office. The report should be acknowledge-received and signed by
the secretary or whoever receives it at the Engineering or Facilities
Maintenance Office.

If the Maintenance section cannot immediately attend to the service request,

the requesting supervisor should be informed immediately so that he/she
could inform the guest of the status of his request.

It is best to transfer the complaining guest to another room (if available) when
the complaint/defect cannot be immediately attended to by the Facilities
Maintenance or when the problem requires longer time for trouble shooting.
 SERVICE / MAINTENANCE FORM

Date: ___________ ___________ Date Received by: ___________________

Details of problem/request ______________________________________________

Location: _______________________ Requested by: ______________________

Accepted by: ____________________

Status ( ) defect corrected ( ) pending action

Remarks:
 Self-Check 1.1-7: TRUE OR FALSE

1. You can only request maintenance ones it is confirm that the

equipments or facilities is defective.
2. The form must be accomplish correctly indicating the details
of the problem
3. It is ok not to attentively respond in the request of the guest.
4. Facilities Maintenance Office is where you request a repair or
trouble shooting of defective facilities or amenities.
 Answers to Self-Check 1.1-7

1.) True
2.) True
3.) False
4.) True
 Task Sheet 1.1-7

Title: “ How to fill up requisition form and request maintenance

service”

Performance Objective: Given you a 10minute, to fill up the

requisition form and request maintenance.
Supplies: Request form for maintenance and ball pens

Equipment: none

Steps/Procedure:
Considering that guest reported a defected or not functioning air-con.
1. Check the equipment(air-con) if it is really not functioning
2. Request the Facilities Maintenance Office to send a technician to
check and validate the report.
3. Submit status report to the Housekeeping office.
4. Accomplished the form, indicates details of the problem
5. Sends the form to the Facilities Maintenance Office
6. The report should be acknowledge-received and signed by the
secretary or whoever receives it at the Facilities Maintenance
Office.

Assessment Method:

Use the Performance Criteria Checklist

 Performance Criteria Checklist for Task Sheet 1.1-7

Criteria YES NO

1. Check the equipment(air-con) if it is really not functioning

2. Request the Facilities Maintenance Office to send a

technician to check and validate the report.

3. Submit status report to the Housekeeping office.

4. Accomplishes the form, indicates details of the problem

5. Sends the form to the Facilities Maintenance Office

6. The report should be acknowledge-received and signed by

the secretary or whoever receives it at the Facilities
Maintenance Office.
 LEARNING OUTCOME #2
FOLLOW THE CORRECT PROCEDURES IN HANDLING HOUSEKEEPING
REQUESTS.

CONTENTS:
 Housekeeping and Front Office forms
 Codes and regulations
 Handle queries through telephone, fax machine, internet and e-mail
 Interpersonal skills: Communication and listening skills
 Upselling and selling techniques

ASSESSMENT CRITERIA:

 Requests are handles in a polite and friendly manner in accordance

with the establishment’s customer service standards and security
procedures.
 Guest is acknowledged by use of name whenever possible
 Details of requests made are confirmed and noted in accordance
with industry procedures
 Appropriate apologies are made when requests has arisen from
breakdown in room service
 Timeliness for meting requests are agreed upon with guests
 Requested items are promptly located and delivered within agreed
timeframes.
 Items for pick-up are collected within agreed timeframes
 CONDITIONS:
The student/trainee must be provided with the following:
 Equipment: telephone
 Materials: pen, paper
 Reservation form
 Availability board

ASSESSMENT METHODS:
 Written Test
 Oral Questioning/Interview
 Demonstration/Role Play

Learning Experiences

Learning Outcome 2
Follow the correct procedures in handling housekeeping requests.

Learning Activities Special Instructions

Read information sheet 1.2-1 on This Learning Outcome deals with the
“Housekeeping and Front Office development of the Institutional
forms” Competency Evaluation Tool which
trainers use in evaluating their trainees
Answer Self-check 1.2-1 after finishing a competency of the
qualification.
Perform task sheet 1.2-1
Go through the learning activities outlined
Read information sheet 1.2-2 on
for you on the left column to gain the
“Codes and regulations”
necessary information or knowledge
Answer Self-check 1.2-2 before doing the tasks to practice on
performing the requirements of the
Read information sheet 1.2-3 on evaluation tool.
“Handle queries through
telephone, fax machine, internet The output of this LO is a complete
and e-mail” Institutional Competency Evaluation
Package for one Competency of
Answer Self-check 1.2-3 HOUSEKEEPING NC II. Your output shall
Perform task sheet 1.2-3 serve as one of your portfolio for your
Institutional Competency Evaluation for
Read information sheet 1.2-4 on Providing Housekeeping Services to
“Interpersonal skills: Guest.
Communication and listening
skills” Feel free to show your outputs to your
trainer as you accomplish them for
Answer Self-check 1.2-4
guidance and evaluation.
Read information sheet 1.2-5 on
“Upselling and selling techniques”

Answer Self-check 1.2-5

 Information Sheet 1.2-1

HOUSEKEEPING AND FRONT OFFICE FORMS

Learning Objectives:
After reading this information sheet, you must be able to:
1. Identify the different housekeeping and front office forms
2. Know how and where to use the different forms.

The following are the forms basically use in housekeeping and front office
department.

5’S’s Assessment Form – This form will help you verify if the 5S’s is been followed in the
certain areas.

Overall Assessment of 5’S Application in the Storage Area

POOR FAIR VERY SATISFACTORY
STANDARD
1 2 3
SORT
Disposing X
unnecessary Items
SYSTEMATIZE
Arranging X
necessary items in
proper order.
Sweep
Keeping area clean
and free of dust, X
dirt, bacterial
sources.
Standardize
Establish X
standards of order
and cleanliness.
Self discipline
Make the 5’s a way
of life, a daily X
habit; ensure
compliance.

Control Form for Barrowed Items – This form is applied for barrowed items;
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.
The cost of the item shall be charge to his account in case of loss.
Control Form for Barrowed Items
____________________________________________________
Room number: ______________________
Guest name: ________________________
Date: _____________________ Time: __________________
Issued by: ______________________________________
_________________________________________________________
Received ____ unit of
________________________ : Remote Control
________________________ : Adaptor
________________________ : Transformer
________________________ : Others

__________________________
Guest signature
_________________________________________________________
Returned/retrieved from the guest on _________________
Received by _________________________
NOTE: TO BE CHARGED IF NOT RETURNED

Room Status Report – This form will help both the housekeeper and the front
desk, it will enable the desk clerk to undertake necessary corrections in their
room status bulletin such that problems like double booking, assigning of out
of order or blocked can be avoided. The room status report of the front office is
compares to the housekeeping office the details must be coincide.

Floor/Area _______________ Assigned Supervisor________________ Date _______

Room/Cottage Room Status Remarks
No. AM PM

Reported by: ______________________________

Losses and Damages Report – used to report losses and damages to room
amenities in guestrooms. The cost of said losses is billed to the account of the
guest.

LOSSES AND DAMAGES REPORT

To : ____________________________________________
From : ____________________________________________
Room No. : ____________________________________________
Lost : ____________________________________________
Damages : ____________________________________________
Description of the item/s:

Cost:_________________________________

Reported by: __________________________

Maintenance Order or Service Request – this is accomplished by the

Housekeeping supervisor when doing a request for repair or trouble shooting
of defective facilities or amenities like TV, air conditioner, leaking faucet, etc.

When a complaint on defective items in the guestroom is received, the

housekeeping/Floor supervisor shall request the Facilities Maintenance Office
to send a technician to check and validate the report and then submit status
report to the Housekeeping office.

Once the complaint is validated, the supervisor accomplishes the form,

indicates details of the problem and sends the form to the Facilities
Maintenance Office. The report should be acknowledge-received and signed by
the secretary or whoever receives it at the Engineering or Facilities
Maintenance Office.

If the Maintenance section cannot immediately attend to the service request,

the requesting supervisor should be informed immediately so that he/she
could inform the guest of the status of his request.

It is best to transfer the complaining guest to another room (if available) when
the complaint/defect cannot be immediately attended to by the Facilities
Maintenance or when the problem requires longer time for trouble shooting.
Key Endorsement Form – This form is used to record the return and turnover
of keys from one shift to another.

KEY ENDORSEMENT FORM

Date Room RELEASING RECEIVING (RETURNING)
No. Time Endorser Endorsee Time Endorser Endorsee

Housekeeping Audit Form – this form shall be used as a tool for auditing the
performance of the Housekeeping Department in terms of maintaining quality
standards of Housekeeping maintenance.

HOUSEKEEPING AUDIT FORM

Noted
Housekeeping Standards Deficiencies
1.Cleanliness
A. Guestrooms
B. Public Areas
2. Orderliness (rooms and public areas)
3. Sanitation
4. Linen and Laundry Service
5. Productivity
6. Safety Management
7. Care of Equipment and Preventive Maintenance
8. Guest Relation
9. Administrative Efficiency and Discipline
10. Other Comments and Observation

Purchase Request Form (Housekeeping Supplies) – This form is used in

purchasing of housekeeping supplies and room amenities. The purchase of
supplies and amenities has to be strictly regulated. Once the par stock is
determined, the housekeeping supervisor can determine an order quantity that
is just enough to replenish or maintain his/her par stock, thus avoiding
wasteful consumption.

PURCHASE REQUEST – HOUSEKEEPING SUPPLIES

+ = - = x =
Items and Size/ Par Safety Required On Order Unit Total
description unit stock stock quantity hand qty. cost Cost

Ordered by; ________________________ Reviewed/approved by _______________

Supervisor Purchasing Mgr.

Stock requisition and Issuance Form – this form use for control purposes,
the Housekeeping stocks delivered by a company stock clerk and stored in the
central storeroom. End users like housekeeping supervisors will be issued only the quantity needed
for the day. The requisition shall be done on a daily or weekly basis using the prescribed stock
requisition form. No item will be released from the storeroom without a justified and approved
requisition.

STOCK REQUISITION AND ISSUANCE FORM

Department ________________________________________ Date ___________________
Items Unit/size Daily par or On hand Order Qty Unit Cost Total Cost
Stock
required
1 2 3 4 5 6 7

Requested by: ______________________ Reviewed/Approved by: __________________

Issued by: ___________________________ Received by: _____________________
Forms for monitoring Productivity and Quality of Housekeeping – This form
is used as a tool for assessing work performance of room attendants

Forms for monitoring Productivity and Quality of Housekeeping

Room Attendant: ___________________________ Date: _______________________
Room/area Room Result of Work Performed Other Task
assignments Status Quality of Timeless Not Other Accomplishe
 Work No. of accomplishe remarks d
minutes d
101
102
103
104
105
106
107
108
109
110

Assessed by:_________________________
Housekeeping Supervisor
 Self-Check 1.2-1:
1. Key Endorsement Form is used to record the return and turnover of
keys from one shift to another.

2. The form must be accomplish correctly indicating the details of the

problem
3. It is ok not to attentively respond in the request of the guest.
4. Facilities Maintenance Office is where you request a repair or trouble
shooting of defective facilities or amenities.
5. Room Status Report form will help both the housekeeper and the front
desk, it will enable the desk clerk to undertake necessary corrections
in their room status bulletin such that problems like double booking,
assigning of out of order or blocked can be avoided
 Answers to Self-Check 1.2-1

1. True
2. True
3. False
4. True
5. True
 Task Sheet 1.2-1

Title: “ How to use control form for borrowed items ”

Performance Objective: Given you a 10minute, to fill up the form.

Supplies: control form for borrowed items and ball pens

Equipment: none

Steps/Procedure:
1. Write down the name of the guest, room number, and the date
issue.
2. Check the item and write down
3. Ask the guest to acknowledge and sign the form

Assessment Method:

Use the Performance Criteria Checklist

 Performance Criteria Checklist for Task Sheet 1.2-1

Criteria YES NO
Write down the name of the guest, room number, and the date
issue.
Check the item and write down

Ask the guest to acknowledge and sign the form

 Information Sheet 1.2-2

CODES AND REGULATIONS

Learning Objectives:
After reading this information sheet, you must be able to:
1. Identify what are the different codes and regulation necessary in
housekeeping
2. Know the importance of the codes and regulation.

The following codes that must be familiarize in handling housekeeping. To

avoid misinterpretation of the meaning.

TYPES OF GUEST

 VIP – Very Important person

- Refers to a well renowned guest like a high ranking official or
an executive who warrants special treatment and handling.
 VVIP – Very, Very Important Person
- Is a highly renowned person who deserves extra special
treatment? Ex. Dignitaries, Ambassadors, etc.
 FIT – Free Independent Traveler or Foreign Individual Tourist
- Refers to a tourist or a traveler who is traveling alone or is
not with any tour group.
 Joiner – is a person joining another guest in the same room.

ROOM STATUS

 VR (Vacant Ready) – The room is vacant, already made up and has been
checked by the supervisor; ready for sale.
 OC (Occupied Clean) – The room is occupied and has been cleaned and
made up.
 OD (Occupied Dirty) – The room is occupied but not yet cleaned.
 VC (Vacant Clean) – The room is vacant, already made up but not yet
checked by the supervisor.
 VD (Vacant Dirty) – The guest has checked out and the room is ready
for cleaning.
 HSUD (House Use Dirty) – The room is occupied by non paying person
(usually from the hotel) and the room is not yet clean
 HSUC (House Use clean) – The room, occupied by non paying person is
already clean.
 OOO (Out Of Order Room) – Room is under renovation or not fit for
occupancy since it requires repair or maintenance work.
 BLO (Blocked) – Room is reserved for a guest who is expected to arrive
within the day.
  NS (No Show) – The room is reserved but the guest did not show up or
has not arrived.
 SO (Slept Out) – The guest slept outside the hotel.
 HU (House Use) – Room is occupied by an officer or staff of the hotel or
the owning company.
 DND (Do Not Disturb) – Guest posted the DND sign and does not want
to be disturbed.

THE 5’S
- A very systematic and rational approach to housekeeping maintenance
especially for offices, homes and even for hospitality establishment.

S-ort -
Seiri
S-ystematize - Seiton
S-weep/shine - Seiso
S-tandardize - Seiketsu
S-elf discipline/Sustain - Shitsuke

SORT – This is the task of identifying available files and

materials and sorting out what is necessary and what needs to be disposed.

SYSTEMATIZE – Systematizing means putting all necessary items in proper

order and in their proper place.

SWEEP/SHINE – The word “shine” relates to a condition of cleanliness. The

concept emphasizes the prevention of dirt and dust accumulation by making it
a habit of cleaning and clearing away all dusts and trash in one’s area.

STANDARDIZE – This element focuses on the discipline, it entails the set up of

a system to ensure that high standard of good housekeeping is maintained.

SELF DISCIPLINE/SUSTAIN – sustaining the 5’Ss of good housekeeping

means making it a way of life, doing them daily as a matter of habit.
 Self-Check 1.2-2:

1. It is important to know and familiarize the code to avoid

misinterpretation.
2. Standardize means seiketsu
3. DND stands for Dark and Dirty
4. Joiner is a person joining another guest in the same room.
5. Seiton means systematize
 Answers to Self-Check 1.2-2

1.) True

2.) True

3.) False

4.) True

5.) True
 Information Sheet 1.2-3

HANDLE QUERIES THROUGH TELEPHONE, FAX MACHINE, INTERNET

AND E-MAIL

Learning Objectives:
After reading this information sheet, you must be able to:
1. to know how to handle guest queries.

In handling queries you should have a pen and paper in hand in case there is a
message or information given. The basic information to be obtained is as
follows:
 Date/time /The nature of the request
 The name of the caller / The message
 The company/address/telephone and/or fax number
 The name/title of the designator
 Signature

Repeat all the instruction and/or request in order to verify their correctness
with the correspondent. And thank the caller when ending the conversation.

In housekeeping you would encounter handling guest queries through

telephone specially in room checking. Room check must be done with caution
and tact. Some guests get very irritated when someone gets into their room,
especially in the morning when they are still sleeping or just woke up from
sleep.
If the room is with a DND (Do Not Disturb) sign on the door, do not knock,
and instead call the guest through the phone in the afternoon. Once the guest
responds, greet him/her (good afternoon sir/ma’am), identify yourself and
apologize for the disturbance.
If the guest is not yet ready for the service, ask when he/she wants the
service done. Jot down the exact time of request. If it is beyond your duty
hours endorse the request to the next shift.

Handling irate callers:

 Don’t argue and speak professionally, not personally
 Listen(do not interrupt)
 Show empathy
 Repeat the facts.
 Tell what you can do.
 Thank the caller.
 Self-Check 1.2-3:

1. In receiving a call you should greet the caller first.

2. You should not argue when handling irate callers.
3. In handling queries you should have a pen and paper to take note the
information given.
4. When handling the irate caller you should interrupt him/her.
5. You will not thank the caller after the conversation.
 Answers to Self-Check 1.2-3

1.) True

2.) True

3.) True

4.) False

5.) False
 Task Sheet 1.2-3

Title: “Make call for room service”

Performance Objective:
Given you 5-10mins. To make call for room service.

Supplies: Pen and Paper

Equipment: Telephone

Steps/Procedure:
Conceding that the room has DND sign on the door and its already
afternoon.
1.) Know the local number or the room number first and call.
2.) Once the guest responds, greet him/her.
3.) Identify yourself and apologize for the disturbance.
4.) Ask the guest if he/she wants his/her room to be serviced.
5.) Jot down the exact time of request for service.
6.) thank the caller
Assessment Method:

Use the Performance Criteria Checklist

 Performance Criteria Checklist for Task Sheet 1.2-3

Criteria YES NO

Know the local number or the room number first and call.
Once the guest responds, greet him/her.
Identify yourself and apologize for the disturbance.
Ask the guest if he/she wants his/her room to be serviced.
Jot down the exact time of request for service.
Thank the caller
 Information Sheet 1.2-4

INTERPERSONAL SKILLS: COMMUNICATION AND LISTENING SKILLS

Learning Objectives:

After reading this information sheet, you must be able to:

1.) Know the four types of interpersonal skills which is relevant to work
environment
2.) Apply and improve the interpersonal skills in work or career life.

Four Types of Interpersonal Skills

Good interpersonal skills are critical in all work environments.

The better your interpersonal skills the more effective you will be in your
personal and career life. Let’s have a look at four types of strong interpersonal
skills that should be mentioned.

5. Assertion Skills
These are both non-verbal and verbal behaviors that allow you to remain
respectful, defend your rights, and satisfy your needs, all without
abusing, manipulating, controlling, or dominating.

6. Active Listening
When using Active Listening the listener is focused on the person
speaking absorbing what is said and responding appropriately.

7. Questioning Skills
How you ask the questions will establish the type of answer you get, the
quality of that answer, and the quantity of that answer.
You can improve the overall communication with the right questions.

8. Conflict Resolution Skills

These are skills that will allow managing and resolving conflicts
effectively.
Examples of Interpersonal Skills

Let’s look at a list of interpersonal skills

that are essential to your communication
dialogue.

 Look

While you are listening to what a person

has to say you should also be looking at
facial expressions, body language, well
as dress, hair, and eyes.
For example, are the lips clenched or is
the body relaxed?

 Ask

Ask questions that are open-ended improving your ability to extract more
information from the other person and quickly identify the value of that
information.
It’s a great way to become extremely efficient at interpersonal skills.

 Listen

While it may sound simple, the fact of the matter is only a small percentage of
people listen well. It’s critical that you actually hear the person’s message.
Missing just a little piece can change the entire meaning or perception of that
message. Listen for tone, inflection, and volume. For example, “what’s your
problem?” said in a soft tone would imply you want to assist someone, but said
in a loud boisterous voice might indicate someone is angry.

 Comprehend

With the information gathered it must be processed and then learned. You
must apply what you have learned to the person you are having a dialogue
with.
When you comprehend what their emotional state is, their mood, or how they
are feeling you can better understand the true meaning of their message.
  Learn

When you look, listen, and ask you will generate a significant amount of
information in a relatively short period of time, allowing you to quickly and
efficiently process the information.

 Commit

Commitment is a key interpersonal skill requiring your time an effort. When

you are committed to the development of your interpersonal skills, it will
benefit everyone you communicate with.

Developing Interpersonal Abilities: How to Improve Interpersonal Skills

Interpersonal skills are critical to good communication. Regardless of how

knowledgeable you are how great your ideas if you aren’t able to connect with
others your personal life and career will suffer. Let’s look at some way to
improve interpersonal skills.

 Smile – When you smile you look friends and approachable and that will
draw people to you.

 Be Observant – Watch what’s happening in the lives of others. Acknowledge

their accomplishments, express your sympathy. Always make eye contact
and don’t be afraid to ask others what their opinion is.

 Be Appreciative – Say thank you, speak kindly, and encourage others with
your words.

 Active Listening – Restate what the other person says to ensure you know
the meaning.

 Bring People Together – Create the type of environment where others want
to work together.

 Communicate Clearly – Pay attention to what others are saying.

“Interpersonal skills can improve your communication and your life.”

 Self-Check 1.2-4:
1.) The better your interpersonal skills the more effective you will be
in your personal and career life.
2.) Communicate clearly is one way of improving interpersonal skills
3.) Interpersonal skills cannot improve your communication and your
life
4.) Active Listening is one type of interpersonal skill where the
listener is focused on the person speaking absorbing what is said
and responding appropriately.
5.) Good interpersonal skills are critical in all work environments.
 Answers to Self-Check 1.2-4

1.)True
2.)True
3.)False
4.)True
5.)True
 Information Sheet 1.2-5

UPSELLING AND SELLING TECHNIQUES

Learning Objectives:
After reading this information sheet, you must be able to:
1. know the importance of upselling and selling.
2. understand and learn the techniques in upselling and selling

Upselling is important in most every business. Up-selling is simply selling more

to a customer than he originally planned to purchase. Learning the techniques
to upselling can increase virtually any company's bottom line.

In upselling and selling you have to:

 Know Your Customer

The better you know your client, the more likely you are to gain an
additional sale and keep that client for the future.

 Listen
Many times during a conversation, a customer will tell you about
other needs he has. In many cases, he may not be aware that your
business offers a solution.

 Assume the Sale

Assume the sale is another effective way to up-sell. By
presupposing the sale, your words should indicate that the sale is
already accepted.

 Offer Incentives
Another way to increase up-selling in your organization is to
provide your client with an incentive to purchase more products or
services. If your business offers a service on contract basis, discount the
service in exchange for a longer commitment.

Understanding the art of upselling and selling can increase profits for your
business.
 Self-Check 1.2-5:

1.) Understanding the art of upselling and selling can increase profits for
your business.
2.) The better you know your client, the more likely you will not gain an
additional sale and will not keep that client for the future.
3.) Offering incentives is one technique of upselling and selling.
4.) Up-selling is simply selling more to a customer than he originally
planned to purchase.
5.) Upselling and selling has no use in the business.
 Answers to Self-Check 1.2-5

1. True
2. False
3. True
4. True
5. False
 RESOURCES:

Books:

Housekeeping Management Revised Edition 2010 (Amelia Samson Roldan,

Amelia Malapitan Crespo)

Site:

 http://www.google.com.ph/search?
 what-are-interpersonal-skills-and-how-to-improve-
interpersonal-skills.html
 keys-upselling-17905_HSK.html