Week 4-5: Unit Learning Outcomes (ULO)

Big Picture in Focus: ULOa. Hotel Management Meaning and Principles

Metalanguage
In this section, the most essential terms relevant to the study of curriculum and to
demonstrate ULOa will be operationally defined to establish a common frame of
reference as to how the texts work in your chosen field or career.
Authority – the formal power granted by an organization to a management position.
Accountability – a manager’s acceptance of the responsibility that accompanies
authority and the need to justify his or her actions to higher level managers in the
organization.
Chain of command – a series of management position in order of authority.
Defection rate – a measure of guest dissatisfaction expresses as a percentage of
guest lost competitors because of service-related problems.

Empowerment – the redistribution of power within an organization that enables

managers, supervisors, and employees to perform their jobs more efficiently and
effectively with the overall goal of enhancing service to guests and increasing profits
for the organization.

Lateral communication – communication with those on the same level as you in the
organization.

Upward communication – communication with those above you in the organization.

Power – the ability to influence the behavior of others.

Service strategy – the effort of a hospitality business to increase guest perceptions of

vale by consistently meeting or exceeding important guest expectations in critical
moment of truth.

SWOT analysis – a brainstorming technique. “SWOT” stand for Strengths, Weakness,

Opportunity and Threats.

Please proceed immediately to the “Essential Knowledge” part since the first lesson is
also definition of essential terms.
Essential Knowledge
Management – is the act of getting people together to accomplish desired goals and
objectives using available resources efficiently and effectively.

Hotel management – is the executive level of a hotel. This management position will
oversee all aspects of running a hotel in the form of hotel, housekeeping, restaurant,
meetings and etc. According to some industry professionals, world’s economy in 21st
century will govern by mainly three industries, telecommunication industry, Hospitality
industry and IT industry. Hospitality industry is one of the fastest growing industries
with lucrative career options specially for energetic youth.

Hospitality Management Concepts – Any type of lodging accommodation, whether

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new or old, small or big, requires certain methods, procedures and plans in place for
its efficient functioning. Hospitality management involves planning, organizing,
directing, controlling and staffing of human and material resources. The hospitality
management concept is translated into functions lead to the creation of a cohesive
hotel organization and also as independent entities themselves.

Planning – is the foundation pillar of hospitality management. Is an unending course

of action. Strategic planning analyzes internal and external factors including the use of
SWOT Analysis. SWOT stands for “Strength, Weaknesses, Opportunities and
Threats”.

Organizing – second hospitality management function which must organize all its
resources beforehand, to follow the course of action during the planning process. They
must also ensure the harmonization of staff and try to find out the best way to handle
the important tasks and reduce unnecessary expenditure within the industry.

Directing/Leading – third hospitality management function which enables to render

assistance to the employees by guiding them in the right decision, to achieve goals
and accomplish duties and responsibilities.

Controlling – fourth hospitality management function which includes establishing

performance standards, which are aligned to the hospitality industry objectives and it
also checks if the task being assigned are being performed on time according to
company standards.

Staffing - is an important function because it puts the right man in the right job and it
provides/maintain productive working environment, positive interpersonal relationships
and engage in problem solving.

Hotel Manager – is a person who holds a management position within a hotel, motel
and vacant establishment. Hotel Manager/General Manager are responsible for
making sure that all areas of a hotel environment run smoothly and work together
successfully. Hotels may have extremely complex environment but managers ensure
that the guests enjoy a comfortable and relaxing stay at the hotel.

Hotel Innovation of Principles of Management

Division of Work – work should be divided among individuals or groups to ensure

effort and attention.

Authority and Responsibility – Authority was defined as Fayol as the right to give
orders and the power to exact obedience and Responsibility involves being
accountable.

Discipline – a successful organization requires the common effort of workers and

penalties would be applied judiciously to encourage this common effort.

Unity of Command – workers should receive orders from only one manager.

Unity of Direction - the entire organization should be moving towards a common

objective in a common direction.

Subordinate of Individual Interests to the General Interests – the interest of one

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person should not take priority over the interests of the organization as a whole.

Remuneration – many variables such as cost of living supply of qualified personnel,

general business conditions, and success of the business, should be considered in
determining a worker’s rate of pay.

Centralization – Fayol defined it as lowering the importance of the subordinate role

decentralization is increasing the importance.

Scalar Chain – Managers in hierarchies are part of a chain like authority scale. The
president possesses the most authority, the first line supervisor the least. Lower level
managers should always keep upper level managers informed of their work activities.

Order – For the sake of efficiency and coordination, all materials and people related to
a specific kind of work should be treated as equally as possible.

Equality – All employees should be treated as equally as possible.

Stability of Tenure of Personnel – Retaining productive employees should always

be a high priority of management.

Initiative – Management should take steps to encourage worker initiative, which is

defined as new or additional work activity undertaken through self-direction.

Esprit de Corps – Management should encourage harmony and general good

feelings. First. The fallacy, which has from time memorial, been almost universal
among women, that a material increases in the output of each machine in the trade
world result in the end in flowing a large number of men out of work. Second. The
defective system of management which are in common use, and which make it
necessary for each workman o soldier. Third. The efficient rule-of-thumb methods,
which are still almost universal in all trades, and in practicing which our workmen waste
a large part of their effort.

The Principles of Scientific Management

Taylor’s scientific management consisted of four principles:

First. They develop science for each element of a men’s work, which replaces the old
rule-of-thumb method.

Second. They scientifically select and then train, teach, and develop the workman,
whereas in the past he chooses his own work and trained himself as best he could.

Third. They heartily cooperate with the men so as to ensure all of the work being done
in accordance with the principles of the science which has been developed.

Fourth. There is an almost equal division of the work and the responsibility between
the management and the workmen.

Let’s Check

Activity 1. Fill in the blanks with the correct answer.

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 1. ____________________is the act of getting people together to accomplish
desired goals and objectives using available resources efficiently and
effectively.
2. ____________________is the executive level of a hotel, this position
management procession will oversee all aspects of running a hotel. 3.
____________________referring to hosting the guest.
4. ____________________known as hospitality management.
5. ____________________it means getting prepared and getting organized. 6.
____________________is a person who holds a management position within a
hotel, motel or resort establishment.
7. ____________________a philosopher who defined authority as the right to give
orders and the power to exact obedience.
8. ____________________it means that management should encourage harmony
and general good feelings among employees.
9. ____________________known as the father of scientific management.
10.____________________considered as the foundation pillar of hospitality
management.

Picture in Focus: ULOb. The Front Office Department

Metalanguage

Account payable – financial obligations the hotel owes to private and government
related agencies and vendors.
Account receivable – amount of money owed to the hotel by the guests.
Average Daily Rate (ADR) – a measure of the hotel staff’s ability to sell available
room rates.
Balance sheet – an official financial listing assets, liabilities and owner’s equity.

Blocking on the horizon – reserving guest rooms in the distant future.

Blocking procedure –process of reserving a room on a specific day.

Bottom up – a sales method that involves presenting the least expensive rate first.
Chain – a group of hotels that follow standard operating procedures such as
marketing, reservations, quality of service, food and beverage operations,
housekeeping and accounting.

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Concierge – a person who provides an endless array of information on entertainment,
sports, amusement, transportation, tours, church services and babysitting in a
particular city or town.

Float – the delay in payment from an account after using a credit card or personal
check.

Full hours – 100 percent hotel occupancy; a hotel that has all its guest room
occupied.

Late charges – guest charges that might not be included on the guest folio because
of a delay in posting by another department.

Liabilities - financial or other contractual obligations or debts.

Under stays – guest who arrive on time but decide to leave before their predicted date
of departure.

Up sell – to encourage a customer to consider buying a higher priced product or

service than originally anticipated.
Essential Knowledge
Front Office Department – is the major department in a hotel which is situated at the
front part of the hotel and its duty is to sale the rooms of the hotels after registration
and hand over the key to the guest. The front office department develops and
maintains up to date record on guest information, guest service and ensure guest’s
satisfaction. It plays the most essential role in the hotel because it represents the entire
hotel organization.

Front Office Department performs the following activities:

∙ Processing advance reservations
∙ Registering guests
∙ Rooming guests
∙ Handling guest’s luggage
∙ Issuing room keys
∙ Providing information
∙ Handling guests mail and parcel
∙ Administering telephone
∙ Accounting (making payments and billing)
∙ Checking out guests

Front Office Organization Chart

∙ Reservations – plays a very important role in the front office. It means booking in
advance.
∙ Reception/Registration – located in the lobby and allocates the room and
established the rated for different types of guests. The receptionist is
responsible for the warm greetings, receiving and assigning of rooms to the
guest upon check-in of the hotel.

∙ Information – provides information regarding outside and inside of hotel’s rules

and regulation, facilities, services and also handles email, fax, photocopy, cable
through the business center.

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 ∙ Telephone/Switchboard – handled by telephone operator and main function is to
handle incoming and outgoing calls.

∙ Cashier – located at the front desk and its main function is to secure payment
from the guest arrival.
∙ Lobby – located at the entrance of the hotel building with sitting arrangement for
guest’s visitors to meet and wait.

∙ Bell Desk – located either side of lobby needed by bell captain and followed by
bell boys. Responsible for handling guest luggage during arrival and departure.

∙ Business Center – Business Center Attendant is the one who handles the
business center and its function is to provide the communication facilities and
service like mail, internet, fax, photocopy, etc.

∙ Travel Desk – responsible for arranging the packages, tickets, etc. for the guest
request.

Duties of the Front Office Staff

∙ Front Office Manager – overseas all front office operation in the hotel.

∙ Reservations Manager – check and organize the staff duty routes, establish and
maintain high standards of work, and make-decisions on whether bookings
should be accepted or not.

∙ Reservations Clerk – communicates with perspective guests via telephone or

internet, scheduling their stay and documenting any special needs they may
have.

∙ Front Desk Manager – is responsible for communicating with all other

departments in regard to the front desk department, conduct department
meetings regularly; cover all shifts that are open; deal with all complaints from
customers; and reporting all manners to the hotel director.

∙ Receptionist – greets customers/clients and provides direct reports; the position

requires ability to excel in time management as well as customer excellence.

∙ Hall Porter/Concierge – also called a hall poster or bellhop, works at the front
line of hotel services, carries the customer’s luggage to the sum and
demonstrating how the features of the room work.
∙ Bellman/Bellhops – Bellhops provide hospitality services in clubs or other
buildings such as hotels. They have to escort guests or residents, take care of
luggage, run errands and deliver food or packages.

∙ Doorman – acts as a security for the establishment, ensuring the people entering
the building to have permission to do so. They may also perform crowd control
or relay messages and sign for packages.

∙ Hotel Driver – also called a shuttle driver, drives a limousine, van or small bus to
collect and deliver hotel guests to and from the airport.

∙ Telephone Operator/Switchboard Operator – is vital to the success of the

business. The telephone operator must answer all incoming phone calls. They
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 are the one who handles customers call in a professional way and directs the
call to the department or person in-charge.

∙ Night Manager/Night Auditor – responsible for all aspects of the hotel on

overnight and he should be ready to respond to a variety of situations such as
late check-ins, intoxicated guests and loud parties.

∙ Hotel Cashier – collects money from guests for their lodging accommodations
and any other fees they may incur during the stay, including parking, valet, room
service and telephone or computer use fees.

∙ Guest Relation Officers – typically greet guests as they walk in the door and
check them in to the hotel. It is important to make guests feel welcome at the
hotel, provide them with information on hotel amenities and ensure they have a
pleasant stay.

Let’s Check
Activity 1. Identification. Write your answer in the space provided before each
number.

_____________________1. The major department in a hotel which is situated at the

front part of the hotel and its duty is to sell the rooms of the hotels after registration
and hand over key to the guest.
_____________________ 2. It is known as the back as well as the nerve center of a
hotel.
_____________________ 3. Plays a very important role in the front office department
and basically means the face of the hotel to the customer or guest.
______________________4. A person responsible for the warm greetings, receiving
and assigning rooms to the guest upon check-in of the hotel.
______________________5. Other term of Telephone Operator.
______________________6. A person who oversees all front office operations in the
hotel.
______________________7. It is also called as hall porter or bellhop.
______________________8. It is also called as shuttle driver.
______________________9. A person who handles incoming and outgoing telephone
calls either hotel guest or employees.
_____________________10. This section of front office is responsible for arranging
the packages, tickets, etc. for the guest requests.

Big Picture in Focus: ULOc. The Housekeeping Department

Metalanguage

Back of the house – the functional areas of the hotel in which employees have little
or no guest contact, such as the engineering and maintenance department, laundry
room and so on.

Bath linen – include bath towels, hand towels, face towels, wash cloths and fabric
bath mats machine.
Buff – to smooth the floor with a low speed floor polishing.

Burnishing – polishing the floor with a high speed floor machine to achieve an
extremely high gloss.

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Breakfast knob cards – card hung by guests on the knobs of guest room doors to
pre order breakfast at night so that the order reaches the staff on time and the guest is
not disturbed for placing the order early in the morning.
Cabana – a room adjacent to the pool area, with or without sleeping facilities, but with
provision for relaxing on a sofa. It is a mainly used for charging.
Coverlet – a bedspread that just covers the top of the dust ruffle but does not reach
down to the floor.
Commercial hotels – hotels that provide short-term accommodation for traveling
guests.
Condominiums - Hotels similar to time share hotels. Units in the condominium’s
hotels have only one owner instead of multiple owners, each for a limited amount of
time each year.

Make up – servicing of the room while a guest is registered in the room.

Refurbish – to give a new look to a room by re-decorating, renewing soft furnishings,

and possibly changing the carpe and touching out the furniture.

Room status discrepancy – a situation in which the housekeeping department’s

description of a room’s status differs from the room status information with the front
office.

Sleeper – a room status means that the guest has settle his/her account and left the
hotel but the front office staff have failed to update the room status.

Please proceed immediately to the “Essential Knowledge” part since the first lesson is
also definition of essential terms.

Essential Knowledge

⮚ The Role
The housekeeping department is an integral part of various industries and
housekeepers are to maintain the cleanliness and appearance of guest rooms and
public areas. The department is vital in attracting and keeping guests through its role
of maintaining top quality door, cleanliness and service. Efficiency is the key to a well
run housekeeping department when you have comparatively a few people seeing to
the cleanliness and maintenance of a facility or institution.

⮚ In the Guest Rooms

Each time a guest check-out of a hotel room, it must be stripped and thoroughly
cleaned to prepare for the arrival of the next guest. All bed and bathroom linens must
be removed and laundered. The guest bathroom must be scoured and sanitized, while
towels and amenities are replenished. Housekeeping department should also alert
front desk when bed linens, curtains, carpeting or other room furnishing are strained
or otherwise in need of replacement.

⮚ In the Public Areas

Lobbies, rest rooms, ballrooms, gyms and other rooms utilized by guests need to be
cleaned on a regular basis. Rugs and carpets must be kept vacuumed. Floors are
mopped and waxed and windows are kept clean and streak-free.

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Objectives of the Housekeeping Department
1. To ensure a comfortable and clean environment for the guests.
2. To ensure a pleasant and friendly atmosphere
3. To ensure that everything under their supervision is kept neat and clean.
4. To train and supervise effectively those who are working with them.
5. Establish a good working relationship with all other departments.
6. Ensure that safety and security regulations are made known to all staff of the
hotel.

Dress Code for Housekeeping Staff

Ladies
∙ Hair should be neatly combed and worn in a bun, or neatly tied back or cut short ∙
No make-up
∙ Uniform should be neat and clean
∙ No jewelry, except watch and wedding ring/” thali”
∙ Clean footwear

Gents
∙ The hair should be worn short and neatly combined
∙ Should be clean shaven
∙ Uniform should be neat and clean
∙ Clean footwear

In order to work effectively, one must know how to work efficiently.

1. Management
∙ Delegation – Work should be delegated to the staff as per their
capabilities. The staff should be supervised regularly, and their work
evaluated periodically.
∙ Work Management – If several tasks need to be completed on a particular
day, the tasked need to be prioritized, so as to complete the tasks in
order of their importance.
∙ Time Management – In order to complete a given work in the stipulated
time, the materials required for the task should be kept ready and at
hand.
∙ People Management – It is an art to work with others. A good and efficient
housekeeper must develop good communication skills, and a pleasant
attitude.
2. Budgeting – A well-run housekeeping department runs at minimum cost to the
hotel or other institution. Hence the good housekeeper has to be good at
planning and selecting equipment and supplies that are good quality and
moderate in price.
3. An eye for beauty – Creating a beautiful and a pleasant ambience is one of the
objectives of housekeeping. A housekeeper should therefore have good artistic
sense to be able to decorate the area appropriately.

The primary function of the housekeeping department is the cleaning and daily
maintenance of the areas under its supervision in the proper upkeep of the structure,
fittings, and furniture’s. It is the only department with legitimate entry to every area of
the hotel and maintenance. The Executive Housekeeper/Head Housekeeper has the
basic function of directing institutional housekeeping program to ensure, clean, orderly
and attractive conditions of the establishment.

Main Functions
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 ∙ Cleaning and maintenance
∙ Training if its personnel
∙ Requisition and control of the necessary supplies and equipment ∙ Paperwork
schedules and reports

Areas of Responsibility
Housekeeper in a hotel who does or overseas the work of keeping house, except the
kitchen and the related area. The direct supervision of the housekeeping includes eight
areas:
∙ Guest rooms
∙ Halls and corridors
∙ Lobby
∙ Public rooms and restaurants
∙ Offices (hotel personnel)
∙ Stairways
∙ Windows
∙ Stores, concessions and other leased areas

Sections of the Housekeeping Department

1. Floor/Guest Areas
The floor/guest areas include suite rooms, hallways on floors, elevator landings and
other private areas of the hotel floors including guest rooms.

2. Public Areas
The public areas comprise the lobby, lounging areas, dining areas, outdoor gardens
and swimming pool, function rooms, hotel offices, kitchen areas, employee’s locker
and cafeteria.

3. Linen Supply Section

The linen supply section includes the linen storeroom and the seamstress/tailor areas.

4. Laundry and Dry Clean Section

The laundry and dry clean section include the laundry areas, dry cleaning area and
pressing/ironing areas.

5. Repair and Maintenance Section

The repair and maintenance section include the upholstery, locksmith and painting
shops.

Scope of Housekeeping Maintenance

1. Guestrooms Maintenance - maintenance of cleanliness and orderliness in the
guestroom
2. Maintenance of Public Areas - maintenance of cleanliness and orderliness in all
public areas which include lobby, corridors, function rooms, grounds, etc.
3. Maintenance of Linen/Laundry Service - collecting and delivering laundry
items for house guests or in-house occupants.
4. Washing issuance, repair and inventory of employee’s uniform 5. Installation,
cleaning and maintenance of fixture and facilities 6. Provision of special service
like babysitting, mending, polishing slices, etc.

Duties of the Housekeeping Department Staff

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 1. Executive Housekeeper
The executive housekeeper supervises and coordinated cleaning and maintenance
tasks within the hotel building. He manages the building's housekeeping staff and
ensures cleaning tasks are performed in accordance with hotel management
standards. He must work within a given maintenance budget and is often responsible
for ordering materials and supplies. He also hires and trains staff to correctly perform
duties within the hotel building.

2. Assistant Executive Housekeeper

Assistant executive housekeepers coordinate, schedule and supervise, housecleaning
staff, inspect building areas for proper cleaning, and inventory cleaning supplies. They
provide on-the-job training, coordinate the housekeeping schedule and facilitate
communications among guests, housekeeping staff and other hotel managers.
Assistant executive housekeepers are responsible for ensuring hotel guests rooms,
public spaces and employee areas are clean and well maintained.

3. Room Attendant
Room attendant is responsible for the maintenance and cleanliness of guest rooms in
hotels, inns and other forms of guest accommodations. Each attendant must perform
specific duties to ensure hotel rooms are well-appointed and flawless for each
incoming guest.

4. Lobby Porter
In smaller hotels, porters may also work as bellman, in which case in addition to
handling luggage outside, they also show guests to their rooms, demonstrate the
features of the room to guests, and act as a point of contract for guests who need
assistance. Porters can also assist staff members of the hotel with tasks such as
moving furniture, organizing rooms, and managing guest needs. In a hotel which lacks
a doorman, hotel porters hold the door open for guests in addition to managing their
luggage.

5. Houseman
A houseman carries out general duties in the hotel. His duties can be broad and
general like handling minor maintenance issues to cleaning up after banquets and
other large gatherings. A houseman's duties are, essentially, a combination of small
jobs that are performed as needed by his employers like cleaning an d general
maintenance of all public areas, offices, hallways and gardens.

6. Powder
The powder room attendant is responsible for cleaning the hotel's public ladies’ room.

7. Gardener
A gardener is a person involved in any form of gardening, such as hotel landscaping
or ground maintenance.

8. Linen Attendant
The linen attendant performs all activities associated with the retrieval of soiled linen,
processing of linen and distribution of clean linen.

9. Seamstress/Tailor
A seamstress or tailor is responsible for sewing and repair or make an alteration of the
hotel linens and staff uniform, occasionally mends and sews guest’s clothes upon

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request.

10.Valet Runner
A valet runner is responsible for delivering guest needs or request to their rooms and
at the same time run errands of the hotel.

11.Laundry Attendant
The laundry attendant is responsible for receiving items to be cleaned as well as
organizing those items according to ways of washing them. Also, responsible for
washing, drying and operating commercial equipment including the choice of the
preferred detergents and chemicals used.

12.Upholsterer
The upholsterer is responsible for the repairs and maintains the furniture and be
cushions in good condition.

13.Locksmith
This person is responsible for preparing and assigning locks of every room.

14.Painter/Carpenter/Refinisher
This person is responsible for assigning to odd jobs for the upkeep and maintenance
of the building premises.

5’S of Good Housekeeping

The 5’s is the name of a workplace organization method that uses a list of five
Japanese words: seiri, seiton, seiso, seiketsu and shitsuke.

⮚ Seiri (Sort) – Eliminate all unnecessary tools, parts, etc. Keep only essential
items and eliminate what is not required, prioritizing things per requirements
and keeping them in easily accessible places. Everything else is stored or
discarded.

⮚ Seiton (Set-in-Order/straightening) - Arrange the work, workers, equipment,

parts, and instructions in such way that the work flows free of waste through the
value-added tasks with a division of labor necessary to meet demand.

⮚ Seiso (Shine/Systematic) - Clean the workspace and all equipment, and keep it
clean, tidy and organized. At the end of each shift, clean the work and be sure
everything is restored to its place. This step is ensured that the workstation is
ready for the next user and the order is sustained.

⮚ Seiketsu (Standardize) - Ensure uniform procedures and setups throughout the

operation to promote interchangeability.

⮚ Shitsuke (Sustain the Self-Discipline/Service) - Ensure disciplines adherence

to rules and procedures to prevent backsliding.

Types of Housekeeping
1. Domestic Housekeeping
Refers to housekeeping maintenance in a house. This may include cleaning of
bedroom, toilet, kitchen, living room and other areas of your house.

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 2. Institutional Housekeeping
This applies to housekeeping maintenance in commercial lodging establishment such
as hotels, resorts, inns, condominiums, etc.

Classifications of Guestrooms

A. According to the number of beds

1. Single Room —a room with a single bed, and is sold to only one person.
2. Twin Room — a room with two single beds, good for two persons.
3.Double Room — a room occupied by two persons with one double bed.
4.Double-double (also twin double) — a room with two double beds or two queen
beds, occupies by two or more persons.
5.Triple Room — a room that can accommodate three people either on one double
bed and one roll away bed or two single beds and one roll aw bed.
6. Quadruple Room — a room that can be occupied by four people. It may have two
twin beds or two double beds.
7. Family Room — A room with at least one double bed and one or more single beds
designed to accommodate one small family.
8. King room —a room with a king-sized bed, maybe occupied by one or two people
or one small family.

B. According to Price, Layout and Facilities

1. Economy — a room for economical rate, usually of short standard facilities like air
con, television and other amenities.
2. Standard — a room sold at moderate rate, equipped with standard facilities and
amenities like aircon, toiletries, TV, bed night table, and etc.
3. Deluxe — a more luxurious and spacious with amenities of superior quality, sold a
much higher price than standard rooms.
4. Studio — a room with studio bed, which can be converted into bed. It may also be
called executive room.

5. Connecting room — two or more rooms with entrance doors from the
outside door between them through which guests can get through each
bedroom without going out their rooms.
6. Adjacent or adjoining rooms — rooms located side by side that do not
necessarily have a connecting door.
7. Suite — a room with parlor or living room connected to one or more full
sized bedrooms, equipped with luxury amenities.

Types of Suites
1. Junior suite — a room with a bed and a sitting area (usually a small
lounge). There may be a small, separate bed connected to the living room
or parlor. It is also called a mini suite.
2. Penthouse suite — a suite usually located on top floor of the property.
3. Executive suite — a suite designed for a top executive, with a facilities
and amenities of superior quality.
4. Hospitality suite — a suite used for entertaining visitors, serving as
function room or a parlor.

Types of Beds
1. Single bed — a bed approximately 36 inches by 75 inches.
2. Double bed — a bed that can accommodate a couple or two individuals.

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It is approximately 54 inches by 75 inches in size.
3. Queen bed — an extra-long, extra wide bed, about 78 inches by 80
inches in size.
4. King bed — an extra-long, extra wide bed, about 78 inches by 80 inches
in size.
5. Roll away bed — a portable bed with or without wheels also called extra
bed.

Various Types of Guests

1. Very Important Person (VIP) —a well renowned guest like high ranking
officials, executives, etc., who warrants or special treatment.
2. Very, Very Important Person (WIP) — a highly renowned person who
deserves special treatment like dignitaries, ambassadors, etc.
3. Free Independent Travelers or Foreign Individual Tourist (FIT) —
tourists or travelers traveling alone not joining any tour group.
4. Joiner — person joining another guest in the same room.

Bathroom Amenities
1. Bathroom Linen
Bath towel 25" x 54" 500 gm
Hand towel 18" x 33" 150 gm
Face towel 13"x13" 60 gm
Two towels per room for one set, one towel per occupant
2. Bath mat 20"x30" 450 gm
3. Hair shampoo and conditioner
4. Shower cap Soap (must be sealed) one soup per occupant

Let’s Check
Activity 1. Enumerate. Write your answer in the space provided below. A.
Skills Required for Effective Housekeeping
1. ____________________________
2. ____________________________
3. ____________________________

B. Functions of the Housekeeping Department

1. ____________________________
2. ____________________________
3. ____________________________
4. ____________________________

C. Sections of the Housekeeping Department

1. ____________________________
2. ____________________________
3. ____________________________
4. ____________________________
5. ____________________________

D. Name at least ten (10) Housekeeping Staff

1. ____________________________
2. ____________________________
3. ____________________________
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4. ____________________________
5. ____________________________
6. ____________________________
7. ____________________________
8. ____________________________
9. ____________________________
10.____________________________

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