TLE

Housekeeping NC II
Quarter 1 – Module 1:
Provide Housekeeping
Services to Guests

Self-Directed Learning Material

Department of Education – Republic of the Philippines

1
TLE/TVL - Housekeeping NC II
Self-directed Learning Materials
Quarter 1 – Module 1: Provide Housekeeping Services to Guests
First Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist
in any work of the Government of the Philippines. However, prior approval
of the government agency or office wherein the work is created shall be
necessary for exploitation of such work for profit. Such agency or office
may, among other things, impose as a condition the payment of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand

names, trademarks, etc.) included in this module are owned by their
respective copyright holders. Every effort has been exerted to locate and
seek permission to use these materials from their respective copyright
Published by the Department of Education
Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writer: Eleodenis T. Abata

Editors: Cosette C. Navales
Reviewers: Cosette C. Navales, Marcelo O. Roco
Illustrator: None
Layout Artist: None
Management Team: Reynaldo M. Guillena Emma A.
Camporedondo
Basilio P. Mana-ay Jr.
Alma C. Cifra
Aris B. Juanillo
Marcelo O. Roco

Printed in the Philippines by ________________________

Department of Education – Region XI, Davao City Division

Office Address : DepEd Davao City Division, E. Quirino Ave.,

Davao City, Davao del Sur, Philippines
Telefax : (082) 224 0100
E-mail Address : info@deped-davaocity.ph

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Introductory Message
For the facilitator:

Welcome to the TLE/TVL - Housekeeping NC II Self-Directed

Learning Materials (SDLM) on how to Provide Housekeeping
Services to Guests.

This module was collaboratively designed, developed and

reviewed by educators both from public and private institutions
to assist you, the teacher or facilitator in helping the learners
meet the standards set by the K to 12 Curriculum while
overcoming their personal, social, and economic constraints in
schooling.

This learning resource hopes to engage the learners into guided

and independent learning activities at their own pace and time.
Furthermore, this also aims to help learners acquire the needed
21st century skills while taking into consideration their needs
and circumstances.

In addition to the material in the main text, you will also see this
box in the body of the module:

Notes to the Teacher

This contains helpful tips or strategies
that will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to

use this module. You also need to keep track of the learners'
progress while allowing them to manage their own learning.
Furthermore, you are expected to encourage and assist the
learners as they do the tasks included in the module.

3
For the learner:

Welcome to the TLE/TVL -Housekeeping NC II Self-directed

Learning Material (SDLM) on how to Provide Housekeeping
Services to Guests.

In this module, you learn how important housekeeping is. The

scope and the nature of housekeeping provide us an idea on how
to handle cleaning activities. Though it is a bulky task but worth
sharing our service with empathy to build a relationship and gain
the trust in the guest who serves as the lifeblood in any
hospitality industry business. Housekeeping is the heart of the
hotel without its operation will not be completed. Hence, it is
important to note that you learner will take part in acquainting
relevant competencies to develop your skills and to have a better
understanding of it.

This module was designed to provide you with fun and

meaningful opportunities for guided and independent learning at
your own pace and time. You will be enabled to process the
contents of the learning resource while being an active learner.

Welcome to the TLE/TVL -Housekeeping NC II Self-directed

Learning Material (SDLM) on how to Provide Housekeeping
Services to Guests.

In this module, you learn how important housekeeping is. The

scope and the nature of housekeeping provide us an idea on how
to handle cleaning activities. Though it is a bulky task but worth
sharing our service with empathy to build a relationship and gain
the trust in the guest who serves as the lifeblood in any
hospitality industry business. Housekeeping is the heart of the
hotel without its operation will not be completed. Hence, it is
important to note that you learner will take part in acquainting
relevant competencies to develop your skills and to have a better
understanding of it.

This module was designed to provide you with fun and

meaningful opportunities for guided and independent learning at
your own pace and time. You will be enabled to process the
contents of the learning resource while being an active learner.

4
This module has the following parts and corresponding icons:

What I Need to Know This will give you an idea of

the skills or competencies you are expected to learn in
the module.

What I Know This part includes an activity that

aims to check what you already know about the lesson
to take. If you get all the answers correct (100%), you may
decide to skip this module.

What’s In This is a brief drill or review to help you link

the current lesson with the previous one.
What’s New In this portion, the new lesson will be
introduced to you in various ways such as a story, a
song, a poem, a problem opener, an activity or a
situation.
What is It This section provides a brief discussion of
the lesson. This aims to help you discover and understand new
concepts and skills.

What’s More This comprises activities for

independent practice to solidify your understanding
and skills of the topic. You may check the answers to the
exercises using the Answer Key at the end of the module.

What I Have Learned This includes questions

or blank sentence/paragraph to be filled
into process what you learned from the lesson.
What I Can Do This section provides an activity
which will help you transfer your new knowledge or
skill into real-life situations or concerns.

Assessment This is a task which aims to evaluate

your level of mastery in achieving the learning
competency.

Additional Activities In this portion, another activity

will be given to you to enrich your knowledge or skill of
the lesson learned. This also tends
the retention of learned concepts.

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The following are some reminders in using this module:

• Use the module with care. Do not put unnecessary mark/s

on any part of the module. Use a separate sheet of paper
in answering the exercises.
• Don’t forget to answer What I Know before moving on to the
other activities included in the module.
• Read the instruction carefully before doing each task.
• Observe honesty and integrity in doing the tasks and
checking your answers.
• Finish the task at hand before proceeding to the next.
• Return this module to your teacher/facilitator once you are
through with it.
If you encounter any difficulty in answering the tasks in this
module, do not hesitate to consult your teacher or facilitator.
Always bear in mind that you are not alone.
We hope that through this material, you will experience
meaningful learning and gain deep understanding of the
relevant competencies. You can do it!

What I Need to Know

This module was designed and written with you in mind. It is here
to help you master the concept of Housekeeping. The scope of
this module permits it to be used in many different learning
situations. The language used recognizes the diverse vocabulary
level of students. The lessons are arranged to follow the standard
sequence of the course. But the order in which you read them
can be changed to correspond with the textbook you are now
using.

This module was anchored on the Curriculum Guide in TLE/TVL-

Housekeeping NCII under the Home Economics component.

Understand concepts related to the lesson on Providing

Housekeeping Services to Guests.

LO 1 - Handling Housekeeping Request

1.1 Discuss implementing Hotel Codes, Rules and
regulations;
1.2 Explain different skills of good housekeeper needs such
as interpersonal and intrapersonal skills;

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 1.3 List down and describe the basic functions of each
personnel in the housekeeping department;
1.4 Discuss the nature and scope of guestroom cleaning,
care and maintenance;

After going through this module, you are expected to:

Discuss hotel codes including the rules and regulations.

Explain the difference between interpersonal and
intrapersonal skills of a housekeeper.
Write down and describe the function of personnel in the
housekeeping department.
Discuss the nature as well as the scope in cleaning the
guest room.

What I Know

Multiple choice.
Direction: Please read the questions carefully. Choose the letter
that corresponds to the best answer. Use a separate sheet of
paper for your answer.
1. Ann is a housekeeper at the Marco Polo hotel. She usually
cleans the room to give comfort to the guest in which she
follows the mandatory rule before entering the room. Which
rule should Ana perform?
a. two-knock, three-announcement rule
b. one-knock, two-announcement rule
c. three-knocks one announcement rule
d. one knock one announcement rule
2. Hotel rules are designed for, which one is true?
a. disciple c. security
b. mastery d. All of the above
3. Interpersonal skills or people skills are the life skills we use in
communicating and interacting with people. Below are
examples of interpersonal skills except for
a. ability to manage conflict c. ability to listen
b. ability to communicate clearly d. ability to cope with change
4. Being able to face the consequence of your action and not
blaming others for what had happened means:
a. demonstrating responsibility c. being accountable for your
actions
b. being flexible d. ability to manage conflict

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5. Cosette is a guest who stayed in room 203. It happens that
the television channel is not working. She reported this case
to a housekeeper who is timely in cleaning her room. The
housekeeper reported the complaint to the housekeeper
supervisor. Which skill is evident to a housekeeper?
a. self-awareness c. social awareness
b. communicate clearly d. Adaptability
6. Rosalina is the executive housekeeper in the housekeeping
department and serves several responsibilities. Which one
is not true of her responsibilities? a. manage housekeeping
team
b. represent the department during top management meetings
c. supervise the changing of floor linens
d. translate all hotel policies, procedures, and standards into
housekeeping operations.
7. Jay R cleans the guest room. He needs to remove all dry linen.
Where should this dry linen be placed?
a. linen bag c. plastic bag
b. trash bag d. shelves of trolley
8. Maylen performs the room servicing to the room of John Lloyd,
a guest who stayed at room 205 for 3days already. The
sequence for servicing of rooms should be observed. What is
the final sequence for servicing rooms?
a. checking the room at once c. cleaning of
bathroom
b. replenishing of room supplies d. bed making
9. When checking into a hotel, it is a must that all guests should
familiarize themselves with the house rules. They are also
required to fully adhere to it because any violation would
mean cancellation of the reservation. Which of the following
cases that might result in guest cancellation of reservation?
a. Ana bring her dog while checking in
b. Luis allows paying the down payment
c. Liza carries with her clothes with an iron
d. Joel goes out and endorses the key to the desk
10. Hotel coding is very important. It allows their staff to simplify
their way of understanding hotel terms. Which of these codes
is true to the term Occupied?
a. OCC c. DND
b. OC d. OD

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 Lesson 1

Handle Housekeeping Requests

In this lesson, you will learn that hotels provide housekeeping
services for the satisfaction of the guest during their stay.

What’s In

Let us review and recall the past lesson and your experiences at
home by answering this activity.
Arrange the jumbled letters related to housekeeping. Write your
answer on a separate sheet of paper.
1. l h o e t
2. t u g e s
3. c y t u e s i r
4. s l s l i k
5. o r e h e u e s k p e
6. l e a n h d
7. t e q r s e u
8. l e n n o s r e p
9. g i a n c l n e
10. s e e c v r i

Notes to the Teacher

This contains helpful tips or strategies that will help
you in guiding the learners.

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 What’s New

In this module, you will learn the comprehensive things that are
factual about providing housekeeping requests. This will help you
understand what a housekeeper should know and apply to a
certain situation. Handling inquiries, complaints, and the
attitude of the housekeepers, rules and regulations as well as
handling guest requests.
Read and Learn
A story
“Room Service is Commendable”

Jay-R went to Manila for a business

trip. He stayed in a hotel with some of
his business associates. He stayed in
a suite room with a pool view. It is a
walking distance to a shopping center
and entertainment. His experience
was very nice everything is at best
with very helpful staff. He was happy
and certainly will go back again.

Questions: (Please answer on a separate sheet of paper)

1. What have you noticed on Jay-R experience?
2. What do you think is the reason why he made
mentioned: “will go back again”?

Let us try this.

Give at least two possible solutions to the situations or problems
encountered as a hotel attendant/housekeeper.

Problems Possible Solution

1.
1. Lost of belongings after the 2.
housekeeper cleaned the room.
1.
2. Two guests requested a room 2.
makeup at the same time.

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 1.
3. Physical work-related injuries such 2.
as arm, back and shoulder.
1.
4. A room attendant found an item 2.
from the guest who has just
recently check-out.
1.
5. Do not Disturb for a long period of 2.
time.

What is It

Hotel Codes Rules and Regulations

In giving the best service to the guest, hotels follow different

approaches to instill discipline among staff who serves as a front
liner in providing quality service in the hospitality industry
business. Guest satisfaction comes in when there will be well
mannered staff. This gives comfort and security to the guest. It
helps guests build contentment and trust. Thus, security is the
important duties of the hotel.

Guest Orientation on the House Rules

An agreement between the guest and the hotel management.

Departing guests must read and be familiar with the house rules
to avoid misunderstanding. House rules are fully adhered to by
the guest to avoid a violation. Any violations mean cancellation
of the reservation and are charged with the full amount of the
accommodation.
House Rules

1. Check-in time for an overnight stay is 2:00 pm while check-

out time is noon. The extra payment will be charged for a
late check-out guest. Check-out time would not be later
than 2:00 pm. If a guest comes earlier before the check-in
time may stay at the hotel lobby or restaurant area with no
extra additional cost.
2. Fifty percent (50%) is required for a down payment as
confirmation of reservation.
3. Rules are subject to change without prior notice.

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 4. An additional amount shall be charged for the excess of
minimum occupancy so room capacity is strictly observed.
5. Before leaving out or when you leave the premises, please
endorse the keys to the front desk
6. Please do not remove and take indoor inventory outside or
even move furniture from one room to another. Any items
missing or damaged and losses of items belonging to the
hotel will be charged accordingly.
7. Do not leave valuable items unattended. The hotel is not
liable for stolen items and any losses or damages.
8. Guests are refrain to entertain and admit visitors in the
rooms for safety and security reasons.
9. The hotel respects the privacy of the guest, any disorder,
and illegal activities are not permitted.
10. To regulate safety and well-being, guests are required to
observe those house rules.

Entry into a Guest’s Room

One of the responsibilities of a housekeeper is to clean the room

of the guest. The housekeeper must follow the mandatory two-
knock, three-announcement rule. The housekeeper must knock
twice using his knuckles of his hand and say “housekeeping!”.
Upon entry, the housekeeper again will say housekeeping. In
case the guest did not hear the announcement, the housekeeper
will wait for about 24 hours. If after which still no response it is
his/her duty to inform his/her supervisor and the supervisor will
report this to the security.

Another important thing that a housekeeper should do is to follow

the “Do not Disturb” sign and to ensure guest safety at all times.
The housekeeper should not enter into the room which is not
assigned to him/her to build guest trust and satisfaction.

Cleaning

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Another function of a housekeeper is
to clean the room. The hotel must
ensure that the guest room is clean
and in order. To perform this,
Housekeeper follows a complete
series of cleaning and sanitizing
procedures. The most common tasks
to perform is the changing of linens
and toiletries.

Source: https://hotelcleaningservices.com/
Gifts and Tipping

“Rules in giving tips and gifts

from guest”
All hotels allow guest to give
tips as part of appreciation in
giving quality service. But
housekeepers must not solicit
tips or negotiate amount

Source:
https://www.google.com/search?q=hotel+gifts+and+tipping%27&rlz
=1C1SQJL_enPH902PH902&sourc
e=lnms&tbm=isch&sa=X&ved=2ahUKEwiQhNKE9orsAhV1NKYKHc
UOCMIQ_AUoAXoECBAQAw&biw=1 366&bih=657
Lost and Found

Lost and found items after guest departure must be reported

immediately to the floor supervisor. One of the duties of the floor
supervisor is to check if the guest is still around or not and follow
the lost and found procedures.

Lost and Found

Perishable items - after three days if the owner will not

come back to claim the left items will be given to the finders
keeper.
Non-perishable items - if not claim after one month it will
be given to the employee who found it.
Valuables - if not claim after one year the hotel
management will decide what to do.

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Professionalism and Hygiene Appearance

It is a highly valued trait in any workplace. This includes

integrity, honesty, polite behavior, specialized skill, good
judgment, etc. Hotel standard depends on how one carries
oneself and how one performs his/her job.
The personal appearance of housekeeping staff on duty must :
be well-groomed with a high degree of personal
hygiene,
have trimmed nails and hair, and a clean

uniform,

have a clean and pleasant appearance.

Skills of a Housekeeper

A good housekeeper must need to have the skill to master to be

able to stand the demanding job in housekeeping.

COMMUNICATION SELF
AWARENESS ADAPTABILITY
PROBLEM
SOLVING
INTERPERSONAL
SKILLS INTRAPERSONAL
SKILLS
SOCIAL
CONFLICT TEAM
AWARENESS
RESOLUTION WORKING SELF
MANAGEMENT

LISTENING DECISION RELATIONSHIP

ABILITIES MAKING MANAGEMENT

• Interpersonal skills are skills that we use in

communicating or interacting with people. The
housekeeping staff must possess the right attitude, have
good listening skills to avoid any miscommunication, and
be a good team player.

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 • Intrapersonal skills are skills, talents or abilities of a
certain individual. The housekeeping staff must be able to
retain and pursue the demand of the guest until it is
fulfilled. Sincere and physically fit. Shows respect to each
hotel guest they are dealing with. They must conduct
themselves confidently and courteously with high integrity.
Personnel in the Housekeeping Department

Do you know that in terms of the duties and responsibilities of

personnel in the housekeeping department differ from each
other? They are the largest workforce in the hotel.

But one common denominator of all their functions is ensuring

guests’ safety and security. The truth of their existence is to
provide service for guests’ comfort and convenience. The reason
why housekeeping staff cooperates closely to achieve a common
goal that would lead to guests’ satisfaction.
Structure of Housekeeping Staff

There is a huge workload on the hotel housekeeping staff. The

housekeeping work is carried out at various levels such as
managerial level, supervisory level and operational level. Let us
see the work and responsibilities at each level. The general
structure of housekeeping staff is as shown below –

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 Source: Tutorialspoint.com
Executive Housekeeper / Manager of Housekeeping

The Executive Housekeeper is the head of the housekeeping

department. The Deputy Housekeeper and Assistant
Housekeeper will report to the Executive Housekeeper.
Their responsibilities include −

• Manage the housekeeping team including training,

promotions and motivate the new and existing employees.
• Ensure overall cleanliness and aesthetics including
sanitation, comfort and ambiance of the hotel.
• Monitor regular inventory of guest supplies, linen and
housekeeping equipment of the hotel property.
• Organize and handle training in flower arrangements for
different events.
• Present the estimate of the required budget to the General
Manager of the hotel and represent the department during
the top management meeting.

Supervisors of Housekeeping

The supervisors report to the Assistant Housekeeper. Their

responsibilities include

Floor Supervisor
• Issue keys to the room attendants.
• Coordinate to the floor operations and tray clearance
with room attendants.
• Inspect rooms for readiness and report to the front
office.
• Cater to the VIP facilities and provide special supplies
such as hot drinking water and babysitting provision.

Public Area Supervisor

• Ensure that cleanliness is maintained properly at all
times especially in public areas such as lobby, lifts,
parking, swimming pool, coffee shop, conference and
banquet halls, including the restaurant.
• Ensure banquet and conference halls are well kept and
ready for use.
• Ensure the concerned operating staffs are available in
the assigned schedule.

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 Night Supervisor
• Ensure the provision of guest supplies such as water,
extra bed, fans, or towels.
• Ensure the operation of staff working at night following
all cleaning SOPs.
• Supervise hotel area at night and ensure cleanliness in
all areas.

Uniform Room Supervisor

• Provide clean, ironed, and fresh uniforms to the hotel
staff.
• Suggest procurement of any uniforms required.
• Check repaired linen from the tailor room.
• Keep track of the number and condition of uniforms.
Linen Room Supervisor
• Inspect and check linen before sending it to the laundry
and ironing.
• Maintain linen influx and outflux register.
• Check the repaired linen from the tailor room and
suggest linen replacements if required.

Operating Attendants

The positions and responsibilities of the Operating Attendants

are explained below.

Uniform Room Attendant

• Collect the uniforms of staff at the end of every shift and
maintaining them to be used for the next time.
• Maintain the shelves of uniforms and linens.
• Give and take back the uniforms from the staff.

Linen Room Attendant

• Segregate the dirty linen according to its type and
sending it to the laundry.
• Keep the track of linen count before and after laundry.
• Stack towels, bed sheets, pillowcases, table napkins
separately into different sections of shelves.

Guest Room Attendant

• Report to the floor supervisor.
• Clean the guest rooms, guest bathrooms, and the
corridors.

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 • Change the linen of the guest room and guest
bathrooms.
• Make guest-room beds and top up the guest supplies.
• Replenish the hotel cleaner’s trolley with supplies and
linens for the next shift staff.
Storekeeper
• Report to the floor supervisor.
• Keep the count of cleaning equipment and items such
as cleaners and detergents.
• Generate requisition to purchase the required material.
Public Area Attendants
• Report to the public area supervisor.
• Keep the parking, lobbies, guest rooms, lifts, and
corridors in the bestmaintained status.
• Keep these areas smelling fresh and clean.

Night Shift Attendants

• Report any hotel safety issues to the night supervisor.
• Perform housekeeping duties at the night.

Guest Room Cleaning Care and Maintenance

Before we proceed, recall your cleaning care and maintenance at

home. Your experience might give you an idea of how to perform
the procedure. It helps you understand the nature and its scope.

In most hotels, there are points to consider when doing cleaning

service to a guest room.

Here are some points that might help you in doing so.

^ clean in one direction

^ clean from top to down
^ clean from the farthest point
^ check for damage if something requires maintenance or if it is
lost.
^ use correct cleaning materials, cleaning agents and cleaning
equipment. Most hotels follow the phases in cleaning the guest
room.

6 Phases in Cleaning a Hotel Guest Room

1.Turning off the air conditioning system and open the windows
to air out the room. Wash hands and wear disposable gloves.
Emptying the trash cans and bins. Stripping the beds and
removes dirty or soiled linens

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2. Removal of dirty towels in the bathroom such as bath, hand,
and face towels.
Cleaning and spraying are necessary for disinfection. Removal of
gloves
3. Make up the bed
4. Dusting of all surfaces such as bedside table, TV, desk and
chair. Checking for the proper function of the TV, air
conditioning and lights.
5. Cleaning the bathroom
6. Replacing hotel products such as shampoo, soap, toiletries,
etc.

What’s More
Direction: Read and analyze each question
carefully. Write the word TRUE if the statement is correct
and the word FALSE if it is incorrect. Write your answer on
a separate sheet of paper.

Source:
https://www.google.com/search?q=hotel&rlz=1C1SQJL_enPH902P
H902&source=lnms&tbm=isch&sa
=X&ved=2ahUKEwiAquOm8orsAhWXdXAKHci-
CL4Q_AUoAnoECBQQBA&biw=1366&bih=657
1. Hotel rules are designed for security purposes.
2. The room attendant follows the two-knock, three-
announcement hotel rules before entering the room.
3. Visitors are not permitted in the hotel guest room.
4. Guests must be oriented on the hotel house rules.
5. Intrapersonal skills are life skills use in communicating
and interacting with people.

19
 6. In case the hotel canceled the accommodation due to the
guest's violation, the guest will pay 50% of the total amount
of accommodation.
7. The ability to cope up with change is interpersonal skills.

8. The duties and responsibilities of personnel in the

housekeeping department differ from each other.
9. Safety, security and satisfaction are the common
denominators of all housekeeping personnel.
10. The guest request must be handled properly to satisfy
them.

What I Have Learned

In summary, this module gave you the learning opportunities

that help you understand the knowledge and skills of a
housekeeper especially, on how to handle housekeeping
requests.

Hotel is one of the hospitality industries that provide services

to the guest. The hotel provides rules for both staff and guests
to establish a good relationship and for the guest to stay safe,
secured and comfortable.
The skills such as interpersonal and intrapersonal are
important roles of the staff to attain guest satisfaction.
The different staff in the housekeeping department positively
perform their duties and responsibilities.
The cleaning procedures to the guest rooms enabled us to
show care and keep it maintained always as a standard
operating procedure to the hotel industries.
The different bedroom amenities and bathrooms supplies gave
us a clearer view as to its uses and purposes.
Most especially the conduct using the procedures in turndown
service, room check, and bed-making are important skills that
a housekeeper should master.
The points and tips are a big help in handling and taking care
of guest requests as well as their complaints need to be
handled positively with empathy.

20
 Lastly, the concept of service in the hospitality industry gave
us the reason to respect life and understanding the
uniqueness of an individual.

What I Can Do

From the lessons you have learned, this time

my dear learner, Let us apply the learned skills to real-life
situations. This will be done for you to continue and perhaps
attain mastery of the learned skills.
Home Activity:
In this activity, you are asked to document your answer by
using a separate paper.

1. Go around the area or rooms in your house like the bedroom,

toilet, living room, dining room, including the kitchen. Identify
three (3) things in every room that may require housekeeping
knowledge. You may use the table below as your guide.

Area Housekeeping Needs

Bathroom Example: The lavatory needs to be
scrubbed and cleaned.

2. Observe your mother as a housekeeper. List five cleanliness

habits that she practices.
3. Observe your own house and do the following:
a. Make a list on an area in your house that is well maintained
and an area that is neglected.
b. List down your observation on the areas that are well
maintained.
c. Make a recommendation on the areas that are neglected.
Rubric:

Criteria Unacceptable Acceptable Target

1 point 2 points 3
points
Conveyed Most ideas are Present ideas in Support most ideas
of Ideas unsupported, general terms. with clear details.
reasoning is Support of ideas is
flawed. inconsistent, the

21
 reasoning is
unclear

Language Employ words Word forms and Words forms are

that are sentence structure correct. The presence
unclear, convey basic of a few errors is not
inadequate to meaning. distracting
clarify
Purpose The purpose The organization, The learner has made
and focus of the content and style a good decision in the
writing are not sometimes interfere organization, content,
clear with the purpose and style to achieve
the purpose of writing.
Relevance to Details and Details and Details
the topic information information conveyed
conveyed is sometimes related relevant
irrelevant to the to information about the
topic the topic topic

Assessment
Multiple choice.
Direction: Please read the questions carefully. Choose the
letter that corresponds to the best answer. Use a separate
sheet of paper for your answer.
1. Ann is a housekeeper at the Marco Polo hotel. She usually
cleans the room to give comfort to the guest in which she
follows the mandatory rule before entering the room. Which
rule should Ana perform?
a. two-knock, three-announcement rule
b. one-knock, two-announcement rule
c. three-knocks one announcement rule
d. one knock one announcement rule
2. Hotel rules are designed for, which one is true?
a. disciple c. security
b. mastery d. All of the above
3. Interpersonal skills or people skills are the life skills we use in
communicating and interacting with people. Below are
examples of interpersonal skills except for
a. ability to manage conflict c. ability to listen
b. ability to communicate clearly d. ability to cope with change
4. Being able to face the consequence of your action and not
blaming others for what had happened means:

22
a. demonstrating responsibility
b. being accountable for your actions
c. being flexible
d. ability to manage conflict
5. Cosette is a guest who stayed in room 203. It happens that
the television channel is not working. She reported this case
to a housekeeper who is timely in cleaning her room. The
housekeeper reported the complaint to the housekeeper
supervisor. Which skill is evident to a housekeeper?
a. self-awareness c. social awareness
b. communicate clearly d. Adaptability
6. Rosalina is the executive housekeeper in the housekeeping
department and serves several responsibilities. Which one
is not true of her responsibilities? a. manage housekeeping
team
b. represent the department during top management meetings
c. supervise the changing of floor linens
d. translate all hotel policies, procedures, and standards into
housekeeping operations.
7. Jay R cleans the guest room. He needs to remove all dry linen.
Where should this dry linen be placed?
a. linen bag c. plastic bag
b. trash bag d. shelves of trolley
8. Maylen performs the room servicing to the room of John Lloyd,
a guest who stayed in room 205 for 3days already. The
sequence for servicing of rooms should be observed. What is
the final sequence for servicing rooms?
a. checking the room at once c. cleaning of
bathroom
b. replenishing of room supplies d. bed making
9. When checking into a hotel, it is a must that all guests should
familiarize themselves with the house rules. They are also
required to fully adhere to it because any violation would
mean cancellation of the reservation. Which of the following
cases that might result in guest cancellation of reservation?
a. Ana bring her dog while checking in
b. Luis allows paying the down payment
c. Liza carries with her clothes with an iron
d. Joel goes out and endorses the key to the desk
10. Who is the one who will give the keys to the room attendants?
a. the floor supervisor c.the guest room
b. b. night supervisor d. the public area supervisor

23
 Additional Activities

Let us do this!
A. Interview a friend, a relative, or member of a family who
is working as a housekeeping attendant. Write your answer
in a separate sheet of paper.

1. Do you think the workload of being a room attendant is heavy?

How much does a full-time room attendant can earn monthly?
How many hours should a room attendant work a day?
2. Why are good interpersonal and communication skills needed
in performing the job as a housekeeper?
3. Hotels have different categories, how they differ in terms of
amenities they provide for the guest?
4. Interview a housekeeper about his/her experience in handling
customers ’ complaints?

Rubric:

Criteria Unacceptable Acceptable 2 Target 3

1 point points points
Conveyed Most ideas are Present ideas in Support most ideas
of Ideas unsupported, general terms. with clear details.
reasoning is Support of ideas is
flawed. inconsistent, the
reasoning is unclear
Language Employ words Word forms and Words forms are
that are sentence structure correct. The presence
unclear, convey basic of a few errors is not
inadequate to meaning. distracting
clarify
Purpose The purpose The organization, The learner has
and focus of the content and style made a good decision
writing are not sometimes interfere in the
clear with the purpose organization,
content,
and style to achieve
the purpose of
writing.

24
Relevance to Details and Details and Details
the topic information information conveyed
conveyed is sometimes related to relevant
irrelevant to the the topic information about
topic the
topic

References

Andrews, Ssudhir. “Hotel Housekeeping Training Manual.” New,

Delhi: Tala McGraw-Hill Publishing Co.Ltd.

Martin, Robert J. “Professional Management of

Housekeeping Operations. New York:John Wiley
&Sons.

Tutorialspoint.https://www.tutorialspoint.com/hotel_housekee
ping/hotel_house- Keeping_staff_duties.htm

Urbiztondo, Laarni (2016)” Housekeeping.” Philippine Copyright

2016 by Rex Bookstore, Inc. Sampaloc, Manila

For inquiries or feedback, please write or call:

Department of Education – Region XI Davao City Division

Elpidio Quirino Avenue, Davao City, Davao del Sur, Philippines

Telephone: (082) 224 0100 / 228 3970

Email Address: info@deped-davaocity.ph

25
 HOUSEKEEPING 10
Name:_______________________________ Date: _____________
Section: _____________________________ Score: ____________

LEARNING ACTIVITY SHEET

Hotel Codes & Regulations
Background Information for Learners
In our own homes there are certain rules that every member of the
family should follow or obey. Following and respecting rules will yield to
strong bonding or good relationship among the family members. Hotels on the
other hand serves as our second home away from home. Following hotel rules
and regulations is a must. By doing so it will ease the flow, better control of
tools and materials, including inventory of supplies, fewer tripping and
slipping incidents in clutter-free and spill-free work areas. Thus following and
familiarizing the various codes, rules and regulations properly is very
important.

Learning Competency with Code

Discuss implementing Hotel Codes, Rules and regulations. (TLE_HEHK9-12HS-
Ia-e-1)

Activity 1
Directions: Identify/ name the different codes in a hotel. Write your answer on the
space provided before each number.

___________________1. OCC _______________6.NS

___________________2.VC ________________7.SO
___________________3. VD _________________8. DO
___________________4. OOO _________________9.CO
___________________5.BLO ________________10.VCI

26
Activity 2
Directions: Write the word TRUE if the statement is correct and FALSE if the
statement is wrong. Write your answer on the space provided before each number.

______1. When inside the room be sure to lock the door inside and put the door chain
on.
_______2.Pets like dog, bird are allowed inside the hotel rooms.
_______3. Removal of fixtures and equipment inside the room is prohibited.
_______4. Keys should be deposited with the desk clerk when going out.
_______5. Fire sprinklers are set on by smoke.
_______6. Fire extinguishers should be locked inside the store rooms.
_______7. Elevators are used for evacuating guests in case of fire.
_______8. A preventive maintenance schedule of equipment increases work hazards.
______9.Guest is required to secure clearance from the Front Desk before leaving
the hotel/ resort.
_____10.Amenities like shampoo, soap or towel is meant for souvenirs.
_____11. Electrocutions from equipment can be prevented by proper training.
______12. Injuries are caused by improper work habits.
______13.Guests are advised to refrain from disturbing activities that annoy other
guests.
_______14. Cords may not be coiled when not in use.
______15. Toxic chemicals must be stored in separate open shelves.

Activity 3: ESSAY
Directions: In three to five sentences, write your thoughts about the following:
1. Being in hotel business, is there a need for you to be updated and aware
of the existing rules and regulations of the establishment that you into?
Why or why not?
__________________________________________________________
________
__________________________________________________________
________ ___________________________________________.
2. How will you handle irritated guest that violates certain minor rules in
the establishment?

27
 Criteria Score
a. Content (10pts.)
-Answers are comprehensive, accurate and complete. Key ideas
clearly stated, explained, and well supported.
b. Organized (10pts.)
-Answers are clearly thought out and articulated.
c. Writing Conventions (10pts.)
-Spelling, punctuation, grammar, and complete sentences.
TOTAL:

Reflection

Complete this statement:

What I have learned in this activity/ what I need to learn in this activity.
___________________________________________________________________
__________________________________________________________________
___________________________________________________________________
_________________________________________________________________

Reference:

https://www.ccohs.ca>
house CBLM : Mrs.
Evangeline C. Remolazo
Learning Competency with Code
Discuss and describe the basic functions of each personnel in the housekeeping
department.(TLE_HEHK9-12HS-Ia-e-1)

Activity 1
Directions: Match column A (housekeeping duties) with column B (housekeeping
responsibilities). Write the letter (capital) of the correct answer on the space provided
before each number.
Column A Column B

__1. Responsible for maintaining smooth and a. Mini-bar runner

efficient flow in the housekeeping depart- b. Power Girl
ment. c. Head Houseman
___2. Direct and controls room keeping activities d. Houseman
such as room make up, installation of the e. Executive Housekeeper
mini bar and other room amenities. f. Pest Control technician
___3.Direct or control all activities concerning g. Room Attendant
public area maintenance and ensures con- h. Bill Instruction
formity. i. Ground Maintenance Crew

28
___4.Attends to the maintenance and upkeep j. Room Maintenance Supervisor
of all guestrooms and service areas and k. Bills instruction
assigned to him/ her. l. Confirmation
___5.Responsible for performing
mini-bar installation, listing,
replenishing, invent- tory-taking
and stocking.
___6.Secures cleaning supplies,
materials and equipment look
after their use, storage and
maintenance.
___7.Responsible for the cleaning care
and maintenance ladies comfort
rooms and locker rooms.
___8.Responsible for maintaining
the grounds including plants
and landscape.
___9.Attends to the prevention and
control of pets through
preventive and corrective
techniques.
___10.Specific instruction for the
charting of a guest accounts to
his company or home address.

Activity 2
Directions: Give/ name at least three duties and responsibilities in housekeeping.
Write your answer on the space provided below. (15pts.)
A) Public Area Supervisor B) Power Girl
1. _________________________ 1.
______________________
2. _________________________ 2.
______________________
3. _________________________ 3.
______________________
C) Ground Maintenance Crew D) Mini-bar Runner
1. _______________________ 1. _____________________
2. _______________________ 2. ____________________
3. _______________________ 3. _____________________

E) Pest Control Technician

1. _______________________
2. _______________________
3. _______________________

29
 Activity 3

Directions: Arrange the following procedures in maintaining public areas by writing

1 for the first step, 2 for the second step etc. Write your answer on the space provided.

_____ Maintaining the cleanliness and orderliness in all public areas which include
lobby, corridors etc.
_____ Maintaining an attractive landscape to enhance eye appeal.
_____Undertaking minor repair like busted bulbs, broken furniture etc…
_____Maintaining the upkeep of the surroundings of the building by keep it clean
and free of liters.
_____Keeping the public areas free of safety hazards.

Reflection:

What I have learned in this activity.

___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
Reference:
www.google.com
CBLM : Mrs. Evangeline C. Remolazo

30