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Housekeeping NC II PROVIDING HOUSEKEEPIN
Housekeeping NC II PROVIDING HOUSEKEEPIN
Sector:
TOURISM
Qualification:
HOUSEKEEPING NC II
Unit of Competency:
PROVIDE HOUSEKEEPING SERVICES TO GUEST
Module Title:
PROVIDING HOUSEKEEPING SERVICES TO GUEST
HOW TO USE
THIS
LIST OF COMPETENCIES
MODULE CONTENT
CONDITION:
Students/Trainee must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
Telephone
Computer
alarm clock
air conditioning unit
television and video player
Shower (with hot and cold)
electric fan
Refrigerator
3. ACCESSORIES AND SUPPLIES
Pen and paper
Housekeeping/ FO forms
room supplies and amenities
4. TOOLS/MATERIALS
Tapes
Brochures/ manuals
Guest folio, guest list
caution signs
ASSESSMENT METHOD
Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
Learning Experiences
7. Perform Job Sheet 1.1-1 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
activities
8. Read information sheet 1.1.4 Read Information Sheet. After reading
Review Guest Arrival List and Guest the learner is encourage to answer self-
Folio check 1.1-4
9. Answer self-check 1.1-4 Compare the answers to the answer key
10. Perform Job Sheet 1.1-2 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
activities
Information Sheet 1.1-1
Types of Housekeeping & Scope of Housekeeping Maintenance
Learning Objectives: After reading the INFORMATION SHEET, you must be able to:
1. Identify the types of housekeeping & scope of housekeeping maintenance.
Types of housekeeping
1. Domestic Housekeeping- refers to housekeeping maintenance in a house. It
covers bedrooms, kitchen, dining, receiving area, grounds and the
surroundings areas within the house.
2. Institutional Housekeeping applies to housekeeping maintenance in
commercial lodging establishments like hotels, resorts, inns and apartels.
Institutional Housekeeping usually covers the following areas:
Guest rooms
Hallways and corridors
Lobby
Public Rooms and restaurants
Offices
Stairways
Windows
Stores, concessionaire shops
Grounds
Linen and Laundry area.
It does not include the kitchen and dining areas since these are handled by the
Food and Beverage Section.
Housekeeping job in commercial establishments is more complex to manage as
compared to domestic housekeeping. With a lot of guests to attend to, housekeeping
responsibilities have to be distributed to several sections of the housekeeping
department. One section attends to the maintenance of guestrooms; another to public
areas while separate one takes care of efforts have to be well coordinated among the
various sections to ensure efficient housekeeping maintenance.
Self-Check: 1.1-1
I. True or False
1. True
2. False
3. True
4. False
5. False
6. True
7. True
8. True
9. True
10. False
Information Sheet 1.1-2
Housekeeping Organization
EXECUTIVE HOUSEKEEPER
OR HOUSEKEEPING
Executive Housekeeper
MANAGER
Housekeeping
Supervisor
Assistant Housekeeping
Supervisor
Self-Check 1.1-2
Answer the following:
5. Powder girl
Information Sheet 1.1-3
Maintenance Order or Service Request
Learning Objectives: After reading the information sheet, you must be able to;
1. Prepare maintenance order slip.
2. Practice selling and up selling techniques.
I. Maintenance Order or Service Request
This is to accomplish for the purpose of requesting the Engineering
Department or Building Maintenance Unit to do repair or trouble shoot of defective
facilities or amenities like TV, aircon, leaking faucet, etc. The Shift Engineer shall
assign a technician to check and validate the report and then submit status report
to Housekeeping, see the form below.
This form shall be accomplished by the supervisor once he receives
complaints or reports of defective items in guestrooms and in other parts of his
assigned area.
The report should be acknowledged-received and signed by the secretary
or whoever receives it at the Engineering Office.
ISAT HOTEL
MAINTENANCE ORDER
Remarks: ________________________________________
_________________________________________________
If the Engineering section cannot immediately attend to the service request the
Requesting supervisor should be informed immediately so that he could take
appropriate action. If the defect is somewhat serious, the best action is to transfer
the guest to another room. One can say, “Sir, I’m sorry for the inconvenience, if you
like to transfer to another room, we have available rooms which is better than this
room. . . . I will refer you to the Front Desk for the room you would like transfer. . . .
And if the defect is minor, the guest is advised to wait. One can say:
“Sir, we have forwarded a request for repair to our Engineering
Office. Right now they are still attending to an urgent maintenance order and then
they will attend to your room in a short while. Thank for bearing with us.”
The Front Desk then will call bell service to assign a bellboy who
will assist the guest in the room transfer and give him a copy of the room change
form together with the key to the new room.
If the choice room is vacant dirty the Front Office will inform the
Housekeeping Department for them to schedule immediate room make up.
Self-Check 1.1-3
Date: __________
Remarks: ________________________________________-
_________________________________________________
Learning Objectives: After reading the INFORMATION SHEET, you must be able
to:
1. Review guest arrival list and guest folio.
A room attendant must review the Daily Arrival List every day so that he/she
must know who is in the different rooms and what services should be done for the
day.
Procedure:
1. Review Daily Arrival List (refer to the Form of Front Office)
ISAT HOTEL
DAILY ARRIVAL LIST
MONDAY – October 02, 2008
Name of Arriving Arrival Depar No. Of Room Room Room Remarks
Guest ture Nights No. Type Rate
1. Ms. Ana Dela Cruz 10- 01- 10-04 4 201 DBL std 500.00 Late
08 Arrival
2. John Barba 09-30-08 10-05 6 202 TW std 650.00 W/
Breakfast
3. Glo Basilio 10-01-08 10-08 8 203 DBL de 3,000.00 With extra
luxe bed &
Breakfast
4. Mr. & Mrs. Jay 09-30-08 10-15 15 208 SUITE 2,500.00 w/
Hawks Std Breakfast
and
laundry
5. Mr. Robin Padilla 10- 01- 10-04 4 205 TW Std 650.00 No
08 Breakfast
6. Mabuhay Tours (20 10-02-08 10-09 8 301 Tw Std 650.00 W/
guest) 302 Breakfast
303
304
The Housekeeping Department must have also the copy of Guest Folio for
reference purpose for the guest who will be checking out. One Copy of guest folio
should be given to Housekeeping Department to be reviewed by the Housekeeping
Supervisor for reference purposes.
ISAT HOTEL
Guest Folio
Name of Guest: Mr. Jay Hawks No. of Guests: 1
Address: # 24 Forest St. Alberta, Canada Room Rate: Room No. 208
Nationality: Canadian 2,500.00
Phone No. 0915768901245 Arrival Date Departure;
09-30-08 10-15-08
Billing Arrangement: Personal Charge to: Cash Basis
Prepared by: Jake Dela Cruz Acknowledge by: Mr. Jay Hawks
Desk Clerk Guest
1. What are the important data in a guest folio and guest arrival list?
Comments/Suggestions:
ISAT HOTEL
DAILY ARRIVAL LIST
DATE:___________________________
Name of Arriving Arrival Depar No. Of Room Room Room Remarks
Guest ture Nights No. Type Rate
ISAT MINI HOTEL
Guest Folio
ASSESSMENT METHOD
Observation
Demonstration of Practical Skills
Learning Experiences
3. Perform Task Sheet 1.2-1 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
activities
Information Sheet 1.2-1
Guests Requests
Learning Objectives: after reading the INFORMATION SHEET, you must be able
to;
1. Handle in a polite manner the requests in accordance with the
establishment’s customer service standards and security procedures.
Requests of Guests may relate to:
1. Range of services and products offered by the establishment
2. Availability, hours and location of meals, services, equipment
a. How various types of equipment work
b. Local services, attractions, transport, shops entertainment, etc.
A. Request for Room Service:
203
Please Do Break
Make-
Not Fast
up the
Room Disturb Menu
zzzzzzz
zzzzzzz
zzzzzzz
zzzzzzz
zzzzzzz
Make up sign DND sign
“Mr. Smith, should you like to avail our wakeup call service, you may
request directly to the Telephone Operator to this nos. 04-733 or to the Front
Desk. Thank You, sir.
The guest shall call the operator directly or may relay the request through
the Front Desk.
When the operator rings a room for wake up call, she should answer do it
graciously by calling the guest by the name as follows: Good Morning Mr. Smith. It
is now 5:00 A.M.
When the guest does not answer the wake up morning call, request the
bellboy or the room boy to knock on the guest room. If there is still no response,
the Duty manager may enter the room with the emergency key.
4. hair dryers
5. additional room supplies
6. change of linen
Comments/Suggestions:
ISAT HOTEL
Housekeeping Department
CONTROL FORM FOR BORROWED ITEMS
ASSESSMENT CRITERIA:
1. Guests are courteously advised on correct usage of equipment
2. Malfunctions are promptly reported in accordance with enterprise
procedures, and where possible, alternative arrangements are made to meet
guest needs
3. A collection time for requested equipment is agreed upon where appropriate.
CONDITION:
Students/Trainee must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
Telephone
Computer
alarm clock
air conditioning unit
television and video player
Shower (with hot and cold)
electric fan
Refrigerator
3. ACCESSORIES AND SUPPLIES
Pen and paper
Housekeeping/ FO forms
room supplies and amenities
4. TOOLS/MATERIALS
Tapes
Brochures/ manuals
Guest folio, guest list
caution signs
ASSESSMENT METHOD
Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
Learning Experiences
Learning Outcome 3: ADVISE GUEST ON ROOM AND USE OF FACILITIES
Learning activities Special instructions
1. Read information Sheet 1.3-1 Read Information Sheet. After reading
Advise Guest on Room And Use Of the learner is encourage to perform the
Facilities job sheet
Learning Objectives: After reading the INFORMATION SHEET, you must be able
to;
1. Advises guest on room and use of facilities
A. Procedure on how to use the Hairdryer (an example)
One may say, “Ma’am or Mrs. Smith, here is your request item a
hairdryer. Our hairdryer is ceramic coated; Sliding switches are fixed into the
handle generally moving up or down the shaft of the dryer. . The hair dryer must
never get so hot that it burns the user during operation. It is important that the
plastic housing remains at a tolerable temperature. The hair dryer does not cause
electric shock. A special shock safeguard, a Ground Fault Circuit Interrupter (GFCI),
is used in this hair dryer to prevent accidental electrocution. If in not in use please
un plug the item and please return to the front desk on the date and time stated in
the control form on borrowed items. Thank you Ma’am, have a nice day”.
B. Adjusting the temperature of the air conditioning unit.
One may say: “ Ma’am if you like to adjust the temperature of your aircon you
may use the remote control/manual (whichever). . . .
C. Use of TV
State if the television is tap with cable networks, and you have to tell to the
guest if it is operated through remote or manual.
One may say: “Sir, if you like to watch TV you just put on the TV and
use the remote control in choosing Channels you like.”
D. Operation in the facilities in the washroom
You may tell to the guest if the shower has hot and cold and how to operate it,
the bathtub, and other facilities in the washroom.
E. Others:
You may also orient the guest the switches of lights and electric outlets.
* If malfunction of the equipment occur you may change the equipment and report
it to the supervisor for him to report into the Engineering Department.
Self Check 1.3-1
Answer the following:
1. What are you going to do if the requested equipment is not functioning well?
Answer Key 1.3-1
1. If malfunction of the equipment occur you may change the equipment and
report it to the supervisor for him to report into the Engineering
Department.
Title: Advises guest on room and use of facilities
Performance Objective: Given an FO Form on Form for control borrowed
items, you should be able to advise guest on room and use of facilities.
Supplies and Materials: FO Form
Equipment: None
Steps and Procedures:
1. Acknowledged guest by use of name whenever possible
2. Courteously advised Guest on correct usage of equipment
3. reported malfunctions in accordance with enterprise procedures, and
where possible, alternative arrangements are made to meet guest needs
Comments/Suggestions:
with
Questioning
Demonstrat
Witten Test
Interview
[tick the column]
Oral
ion
The evidence must show that the candidate……
16. Guest arrival list and guest history are
x
reviewed based on guest folio.
17. Guest is greeted and acknowledged by use of
x
name whenever possible.
18. Upselling and selling techniques are prepared
x
in accordance with industry policy and procedure
19. Guests are courteously advised on correct
x
usage of equipment
20. Malfunctions are promptly reported in
accordance with Standard Operating Procedures, and
x x
where possible, alternative arrangements are made to
meet guest needs.
21. A collection time for requested equipment is
x
agreed upon where appropriate.
22. Coordination with other department is done in
accordance with hotel’s organizational structure and x
its function.
23. Guest requests are noted and coordinated with
x
other department concerned
24. Requests are handles in a polite and friendly
manner in accordance with the establishment’s x x
customer service standards and security procedures.
25. Guest is acknowledged by use of name
x
whenever possible
26. Details of requests made are confirmed and
x x
noted in accordance with industry procedures
27. Appropriate apologies are made when requests
x x
has arisen from breakdown in room service
28. Timeliness for meeting requests are agreed
x
upon with guests
29. Requested items are promptly located and
x x
delivered within agreed timeframes.
30. Items for pick-up are collected within agreed
x
timeframes
Feedback to candidate:
1. The baby crib, to make the baby comfortable, so that he/she will not
create noise thus not disturbing the in house guests.
2. Apologize for the delay of cleaning, and then proceed to the cleaning
activity.
3. Apologize then offer your service to bring the items to be pressed at the
nearest pressing shop.
4. Apologize then offer extra cooling unit, if not contented offer him to
transfer to a cooler room.
5. Front Desk
COMPETENCY EVALUATION RESULT SUMMARY
TRAINEE’S NAME
FACILITATOR’S NAME
QUALIFICATION HOUSEKEEPING NC II
DATE OF EVALUATION
TIME OF EVALUATION
THE PERFORMANCE OF THE TRAINEE IN THE SATISFACTORY NOT
FOLLOWING ASSESSMENT METHODS SATISFA
[PLEASE TICK APPROPRIATE BOX] CTORY
D. WRITTEN EXAM.
E. INTERVIEW
F. DEMONSTRATION
Definitions of Terms:
REFERENCES
INTERNET:
www.made-in-china.com
www.cw-usa.com
www.shopwynns.com
www.kabodle.com
www.ukwellborn.com
www.suwanneereptiles.com
www.nsclub.net
www.fotosearch.com
www.greenerhomecleaners.com
www.e-how.com