5S: 5S was developed in Japan and was identified as one of the techniques that

enabled Just in Time manufacturing. The 5S method, which takes its name from the first
letter of each of the five operations, is a Japanese management technique derived from
the Toyota Production System (TPS). It is based on 5 simple principles:

Seiri/Sort means eliminating anything that is unnecessary for the equipment to work
properly.

 Remove unnecessary items and dispose of them properly.

 Make work easier by eliminating obstacles.
 Reduce chances of being disturbed with unnecessary items.
 Prevent accumulation of unnecessary items.
 Evaluate necessary items with regard to cost or other factors.
 Remove all parts or tools that are not in use.
 Segregate unwanted material from the workplace.
 Need fully skilled supervisor for checking on regular basis.
 Don't put unnecessary items at the workplace & define a red-tagged area to keep
those unnecessary items.
 Waste removal.

Seiton/Set in order is the best way of eliminating pointless searching and having all the
material necessary for functional production according to the principle: "a place for
everything and everything in its place."

 Arrange all necessary items so they can be easily selected for use
 Prevent loss and waste of time by arranging work station in such a way that all
tooling / equipment is in close proximity
 Make it easy to find and pick up necessary items
 Ensure first-come-first-served basis
 Make workflow smooth and easy
 All above work should be done on regular basis

Seiso/Shining means keeping everything so clean that it shines. In a clean environment,

any leak or other abnormality can be defected faster. Working in a clean environment
improves motivation and safety. This is a prerequisite for quality maintenance.

 Clean your workplace completely

 Use cleaning as inspection
 Prevent machinery and equipment deterioration
 Keep workplace safe and easy to work
 Keep work place clean and pleasing to work in
 When in place anyone not familiar to the environment must be able to detect
problems in 5 seconds within 50 feet.
Seiketsu/Standardize means respecting the previous 3S. The 3S are actions to take; so
that cleanliness and elimination of the causes of untidiness become the norm, it is
essential to write them down as ordinary rules, as standards. Seiketsu helps to overcome
the natural tendency to slovenliness and a return to old habits.

 Standardize the best practices in the work area.

 Maintain high standards and workplace organization at all times.
 Maintain orderliness. Maintain everything in order and according to its standard.
 Everything in its right place.
 Every process has a standard.

Shitsuke/Sustain after a period of 3 to 6 months (depending on the size and complexity

of the workshop), the time has come to evaluate the situation by means of an in-depth
audit. The audit is based on a very precise questionnaire, which assesses the previous 4S,
and which leads, if successful - to the cite being certified.

 To keep in proper working order

 Also translates as "do without being told"
 Perform regular audits
 Training and Discipline
 Training is goal oriented process. Its resulting feedback is necessary monthly

10 ASEAN COUNTRIES

1. Brunei Darussalam

Head of State : His Majesty Sultan Haji Hassanal Bolkiah Mu’izzaddin Waddaulah

Capital : Bandar Seri Begawan

Language(s) : Malay, English
Currency : B$ (Brunei Dollar)

2. Cambodia
Head of State : His Majesty King Norodom Sihamoni

Head of Government : Prime Minister Hun Sen

Capital : Phnom Penh

Language : Khmer

Currency : Riel
3. Indonesia

Head of State : President Joko Widodo

Capital : Jakarta

Language : Indonesian

Currency : Rupiah

4. Lao PDR

Head of State : President Choummaly Sayasone

Head of Government : Prime Minister Thongsing Thammavong

Capital : Vientiane

Language : Lao

Currency : Kip

5. Malaysia

Head of State : His Majesty The King Almu’tasimu Billahi Muhibbuddin Tuanku Al-
Haj Abdul Halim Mu’adzam Shah ibni Almarhum Sultan Badlishah

Head of Government : The Honourable Dato’ Sri Mohd Najib bin Tun Abdul Razak

Capital : Kuala Lumpur

Language(s) : Malay, English, Chinese, Tamil

Currency : Ringgit

6. Myanmar

Head of State : President Thein Sein

Capital : Nay Pyi Taw

Language : Myanmar
Currency : Kyat

7. Philippines

Head of State : President Benigno S. Aquino III

Capital : Manila

Language(s) : Filipino, English, Spanish

Currency : Peso

8. Singapore

Head of State : President Tony Tan Keng Yam

Head of Government : Prime Minister Lee Hsien Loong

Capital : Singapore

Language(s) : English, Malay, Mandarin, Tamil

Currency : S$ (Singapore Dollar)

9. Thailand

Head of State : His Majesty King Bhumibol Adulyadej

Head of Government :  Prime Minister General Prayut Chan-o-cha

Capital : Bangkok

Language : Thai

Currency : Baht

10. Viet Nam

Head of State : President Truong Tan Sang

Head of Government : Prime Minister Nguyen Tan Dung

Capital : Ha Noi

Language : Vietnamese
Currency : Dong

Room Status Terminology / Definitions for hotels

During the guest stay, the housekeeping status of the guest room changes several times.
The various terms defined are typical of the room status terminology of the lodging
industry. Not every room status will occur for each and every guest during their stay at
the hotel.

Changes in this status should be promptly communicated to the front office in order to
maximize the room sales and revenue. Maintaining timely housekeeping status requires
close coordination and cooperation between the front desk and the house keeping
department for the Non- Automated / Semi – Automated hotels.

Occupied : A guest is currently occupied in the room

Stayover: The guest is not expected to check out today and will remain at least one more
night.

On-Change: The guest has departed, but the room has not yet been cleaned and ready
for sale.

Do Not Disturb: The guest has requested not to be disturbed

Cleaning in progress: Room attendant is currently cleaning this room.

Sleep-out: A guest is registerd to the room, but the bed has not been used.

Skipper: The guest has left the hotel without making arrangements to tsettle his or her
account.

Vacant and ready: The room has been cleaned and inspected and is ready for an arriving
guest.

Out of Order (OOO) : Rooms kept under out of order are not sellable and these rooms
are deducted from the hotels inventory.A room may be out-of-order for a variety of
reasons, including the need of maintenance, refurbishing and extensive cleaning etc.

Out of Service (OOS): Rooms kept under out of service are deducted from the hotel
inventory. This is a temporary blocking and reasons may be bulb fuse, TV remote not
working, kettle not working etc. These rooms are not assigned to the quest once these
small maintenance issues are fixed.

Lock out: The room has been locked so that the guest cannot re-enter until he or she is
cleared by a hotel official.
Did not check out: The guest made arrangements to settle his or her bills (and thus not a
skipper), but has left without informing the front desk.

Due Out: The room is expected to become vacant after the following guest checks out.

Check-Out: The guest has settled his or her account, returned the room keys, and left the
hotel.

Late Check out: The guest has requested and is being allowed to check out later than the
normal/ standard departure time of the hotel.

SPECIAL REQUESTS:

1. Call a Taxi/Cab
2. Reserve a restaurant
3. Equipment and Supplies
a. Bed board
b. Adaptor
c. Vase
d. Pillow Fort
e. Baby cot
4. Arranging gifts
5. Finding a doctor
6. Charging cellphone
7. Find a minister
8. Arranging for a bodyguard
9. Hire a limo
10. Charter a private plane
11. Reserve front-row seats at shows
12. Repair shoes
13. Find a tuxedo
14. Arrange a tour
15. Plan birthday parties
16. Map out a hike
Requests for other Departments:

On receiving such requests the front desk makes a note of the same and forwards the
request to the concerned department.

1. Requests for additional amenities or replenishment of amenities like bath linen,

soap, shampoo, shaving kits etc are forwarded to the house keeping department along
with the guest name and room number.
2. Requests that are pertaining to the restaurants and the room service are directed to
the Food and Beverage department along with the guest details for them to be able to
do the needful.
Any guest who requires assistance in organizing a function would be directed to the
Banquet department or the Convention department.
Requests for Front Office :
As Front office receives requests for other departments, they also receive requests
that are to be handled by Front Office. All requests whether received directly at the
front desk or directed from other departments are classified as follows and depending
on the type of request the Front Desk would respond to the guest.
Guest Requests which are handled by the Front Office:
 Requests can be categorized as the following:

1. Requests pertaining to the services in the hotel: Here the guest request would be
satisfied by the Front Office department internally.
2. Requests not pertaining to the services in the hotel: Here the guest request would
be satisfied by the Front office by contacting the required service provider outside the
hotel.

ASEAN MRA ON TOURISM PROFESSIONALS

One of the initiatives that is being pursued in the ASEAN is the Mutual Recognition
Arrangements on Tourism Professionals (MRA- TP). The MRAs are arrangements
between two or more parties to mutually recognize or accept some or all aspects of one
another’s conformity with assessment results. One of the objectives of the MRA-TP is to
ease the mobility of tourism professionals within ASEAN based on a competency-based
tourism qualifications/certificates. The MRA was assigned by the ASEAN Member
States on January 6, 2009 in Hanoi, Vietnam.

The MRA objectives are:

1. To facilitate mobility of Tourism Professionals/Workers;
2. To exchange information on best practices in competency-based education and
training for Tourism Professionals; and
3. To provide opportunities for cooperation and capacity building across ASEAN
Member States.

Benefits from the ASEAN MRA-TP:

1. For governments, MRAs ensure commitment and agreement to international trade,
and encourage the sharing of good practices and information between and among
partners. This can lead to:
- reduced costs;
- Increased competitiveness;
- Increased market access; and
 - freer flow of trade
2. For Tourism professionals and the Industry, MRA provide the following benefits:
- Facilitate mobility of tourism professionals based on the tourism competency
qualification certificate
- Enhance conformity of competency based training/education
- Recognize skills of tourism professionals
- Improve the quality of tourism human resources producing work/job-ready
graduates
- Enhance the quality of tourism services

3. For education and training providers, MRAs provide the following benefits:
- A clear set of standards for development of training programs
- A competency-based training and assessment system for preparing trainees for
the tourism industry
- A range of job-based tourism qualifications based on common labor divisions
- An opportunity to become one of the preferred education and training
providers for the range of ASEAN Common Competency Standards for Tourism
Professionals (ACCSTP) qualifications

TESDA’s Role in the ASEAN MRA on Tourism Professionals

In 2011-2012, TESDA, together with the TIBFI and the DOT, reviewed its existing
Training Regulations (TRs) and Competency-based Curriculum (CBC) against
equivalent job titles under the MRA. There are thirty-two (32) job titles categorized into
six (6) common labour divisions identified.
Referring to the schematic outline of the ASEAN MRA on Tourism Professionals, a
Philippine Tourism Professional Certification Board (TPCB) is needed in the facilitation
of the assessment and certification of the tourism professionals. In view of TESDA being
responsible in the assessment and certification of the skilled workers in the Philippines,
TESDA was officially designated as the Philippine Tourism Professional Certification
Board (TPCB) in 2013. As discussed earlier, the TPCB is responsible for the assessment
and certification of Tourism Professionals in the respective ASEAN member state. To
facilitate the mobility of tourism professionals on competency-based tourism
qualifications within ASEAN countries, TESDA’s National Certification serves as a
medium for the free movement of skilled and certified tourism labour across the ASEAN
region.
For the past five years, TESDA has produced 700,537 and 611,034 assessed and
certified individuals, respectively, for the tourism sector (Please refer to Annex 1). Being
designated as the Philippine TPCB, TESDA will continuously assess and certify
competent individuals complying with the ASEAN Common Competency Standards for
Tourism Professionals.