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Redeveloped Division Initiated Self-Learning Module

Department of Education – Division of Palawan

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Housekeeping NC II – Grade 11/12
Developed Division Initiated - Self-Learning Module
Quarter 1 – Module 1: Receive Housekeeping Requests
First Edition, 2021

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 owners. The publisher and authors do not
represent nor claim ownership over them.

Published by the Department of Education, Division of Palawan

Schools Division Superintendent:
Roger F. Capa, CESO VI
OIC - Assistant Schools Division Superintendents:
Rufino B. Foz
Arnaldo G. Ventura, Ph.D.

Development Team

Writer: Rossel D. Miguel/

Jun-jun S. Broncano
Editors: Merwin R. Ledesma/
Michael A. Dela Torre
Layout Artist: Jackielyn V. Mones/Michael A. dela Torre
Reviewer: Jun-jun S. Broncano/ Sean A. Catelo
Management Team:
Aurelia B. Marquez
Rosalyn C. Gadiano
Rodgie S. Demalinao
Sean A. Catelo

Department of Education – MIMAROPA Region – Division of Palawan

Office Address: PEO Road, Barangay Bancao-Bancao, Puerto Princesa City
Telephone: (048) 433-6392
E-mail Address: palawan@deped.gov.ph
Website: www.depedpalawan.com

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Introductory Message
This Self-Learning Module (SLM) is prepared so that you, our dear learners, can
continue your studies and learn while at home. Activities, questions, directions,
exercises, and discussions are carefully stated for you to understand each
lesson.

Each SLM is composed of different parts. Each part shall guide you step-by-
step as you discover and understand the lesson prepared for you.

Pre-tests are provided to measure your prior knowledge on lessons in each SLM.
This will tell you if you need to proceed on completing this module or if you
need to ask your facilitator or your teacher’s assistance for better
understanding of the lesson. At the end of each module, you need to answer
the post-test to self-check your learning. Answer keys are provided for each
activity and test. We trust that you will be honest in using these.

In addition to the material in the main text, Notes to the Teacher are also
provided to our facilitators and parents for strategies and reminders on how
they can best help you on your home-based learning.

Please use this module with care. Do not put unnecessary marks on any part
of this SLM. Use a separate sheet of paper in answering the exercises and tests.
And read the instructions carefully before performing each task

If you have any questions in using this SLM or any difficulty in answering the
tasks in this module, do not hesitate to consult your teacher or facilitator.

Thank you.

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 Housekeeping NC II
SHS 11&12 Receive Housekeeping
First Quarter Requests
Week 1

MELCs :1. Discuss the implementing Hotel Codes, Rules and Regulations;
2. Explain the different skills of a good housekeeper such as
interpersonal and intrapersonal skills;
3. List down and describe the basic functions of each personnel in
the housekeeping department; and
4. Discuss the nature and scope of guestroom cleaning, care and
maintenance.

Objective/s : 1. To discuss the implementing Hotel Codes, Rules and

Regulations;
2. To explain the different skills of a good housekeeper such as
interpersonal and intrapersonal skills;
3. List down and describe the basic functions of each personnel
in the housekeeping department; and
4. To discuss the nature and scope of guestroom cleaning, care
and maintenance.

What I Know
Pre-Test Multiple Choice.

Direction: Choose the letter that corresponds to the best answer. Write your
answer on your answer.

1. Michiko is a housekeeper at South Bay hotel. She usually cleans the

room to give comfort to the guest in which she follows the mandatory
rule before entering the room. Which of the following rule should
Michiko perform?
a. Two-knock, three-announcement rule
b. One-knock, two-announcement rule
c. Three-knock, one-announcement rule
d. One-knock, one-announcement rule

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2. Which one of the Hotel rules are turue?
a. disciple c. security
b. mastery d. all of the above

3. Interpersonal skills or people skills are the life skills used in

communicating and interacting with people. Below are examples of
interpersonal skills EXCEPT for
a. ability to manage conflict
b. ability to communicate clearly
c. ability to listen
d. ability to cope with change

4. Being able to face the consequence of your action and not to blame
others for what happened means:
a. demonstrating responsibility
b. being flexible
c. being accountable for your actions
d. ability to manage conflicts

5. Zaimin Yaz is a guest who stayed in room 203. It happens that the
television channel is not working. She reported the case to the
housekeeper who happens to be in the 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. Zarnaih is an executive housekeeper in the housekeeping department.

Which one is NOT true of her duties and 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. Maxpein will perform make up rooms. Where should she place the
linens?
a. linen bag c. plastic bag
b. trash bag d. shelves of trolley

8. Luna performs the room servicing to the room 205 for 3 days. 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

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 9. When checking into a hotel, it is a must that all guest 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 might result in guest cancellation of
reservation?
a. Cyden brings his dog while checking in
b. Ace allows paying the down payment

c. Zein carries with her clothes with an iron

d. Allison 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 terminologies. Which of the following codes are
true to the term occupied?
a. OCC c. DND
b. OC d. OD

What is It

What are the hotel codes, as well as the rules and regulations?

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 guests.
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.

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House Rules

Check-in time for an overnight stay is 2:00 pm while the check-out time
is noon. The extra payment will be charged for the late check-out guest.
Check-out time would not be later that 2:00 pm. If the guest comes earlier
before the check-in time may stay at the hotel lobby or restaurant area with
no extra additional cost.
Fifty percent (50%) is required for a down payment as confirmation of
reservation. Rules are subject to change without prior notice.
An additional amount shall be charged for the excess of minimum
occupancy so room capacity is strictly observed.
Before leaving out or when you leave the premises, please endorse the keys to
the front desk.
Please do not remove or 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.
Do not leave valuable items unattended. The hotel is not liable for stolen
items and any losses or damages.
Guests are refrain to entertain and admit visitors in the rooms for safety and
security reasons.
The hotel respects the privacy of the guest, any disorder, and illegal
activities are not permitted.
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-knocks, 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 and still no response is
received, it is his/her duty to inform his/her supervisor and the supervisor will
report 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.

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.

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 Perishable items- after three days if the owner will not come back to
claim the left items will be given to the finder’s 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.

Professionalism ang Hygiene Appearance

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

polite behavior, specialized skills, 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-ground with a high degree of personal hygiene have
trimmed nails and hair, and
✓ a clean uniform has a clean and pleasant appearance

Skills of a Housekeeper

A good housekeeper must need to have the skills to master to be able

to stand the demanding job in housekeeping.

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.
Interpersonal 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. Staff should be sincere and physically fit and shows respect to
colleagues and hotel guests 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
workplace in the hotel.

But one common denominator of all functions is ensuring guests’ safety

and security. The truth of their existence is to provide service for guests comport
and convenience. This is the reason why housekeeping staff cooperates
closely to achieve a common goal that would lead to guest’s satisfaction.

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Structure of Housekeeping Staff

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

housekeeping work is carried out at various level such as managerial level,
supervisory level and operational level. Let us see the work at responsibilities at
each level.

The general structure of housekeeping staff is shown below:

✓ Executive Housekeeping/ Manager of Housekeeping
✓ The Executive Housekeeper is the head of the housekeeping
department.
✓ The Deputy housekeeper and the Assistant Housekeeper will report to
the Executive Housekeeper.

The responsibilities included:

1. Management the housekeeping team including training, promotions
and motivate the new and existing employees.
2. Ensure overall cleanliness and aesthetics including sanitation, comfort
and ambiance of the hotel.
3. Monitor regular inventory of guest supplies, linen and housekeeping
equipment of the hotel property.
4. Organize and handle training in flower arrangements for different
events.
5. 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

1. Floor Supervisor
2. Issue keys to the room attendants.
3. Coordinate to the floor operations and tray clearance with room
attendants.
4. Inspect rooms for readiness and report to the front office.
5. 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
SOP’s.
✓ 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.
✓ Change the linen of the guest room and guest bathroom.
✓ 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.

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 ✓ 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, guestrooms, lifts, and corridors in the best-
maintained status.
✓ Keep these areas smelling fresh and clean.

Night Shift Attendant

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

Guest Room Cleaning 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:
1. Clean in one direction.
2. Clean from top to down.
3. Clean from the farthest point.
4. Check for damage if something requires maintenance or if it is lost.
5. Use correct cleaning materials, cleaning agents and cleaning
equipment. Most hotels follow the phases in cleaning the guest room.

6. 6 Phases in Cleaning a Hotel Guest Room

7. 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 removing dirty or soiled linens.
8. Removal of dirty towels in the bathroom such as bath, hand, and face
towels. Cleaning and spraying are necessary for disinfection. Removal
of gloves.
9. Make up the bed.
10. Dusting of all surfaces such as bedside table, TV, desk and chair.
Checking for the proper function of the TV, air conditioning and lights.
11. Cleaning the bathroom.
12. Replacing hotel products such as shampoo, soap, toiletries, etc.

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 What I Can Do

Activity 1. True or False

Directions: Read and analyze each question very carefully. Write TRUE if the
statement is correct and FALSE if it is incorrect. Write your answer on the
separate sheet of paper.

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. Guest must be oriented on the hotel house rules.
5. Intrapersonal skills are life skills used in communicating and interacting
with people.
6. In case the hotel cancelled 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 guests’ requests must be handled properly to satisfy them.

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 What’s More

Home Activity 1: Do It at Home

In this activity, you are asked to document your answer by using a
separate paper.
Instructions:
1. Go around in your house like bedroom, toilet, living room, dining
room, including the kitchen. Identify three (3) things in every room
that may require housekeeping service. You may use the table below
as your guide.

Area Housekeeping needs/services

✓ Bathroom ✓ The lavatory needs to be
scrubbed and cleaned

2. Observe your mother as a housekeeper. List down atleast five (5)

cleanliness habits that she is practicing.

3. Observe the surroundings of your house inside and do the following:

a. Make a list on an area of your house that are well maintained
and neglected.
b. List down your observation on the areas that are well
maintained.
c. Make a recommendation on the areas that are neglected

Rubric:
1 point Unacceptable
2 points Acceptable
3 points Target

Conveyed of ideas 3 2 1
Target Acceptable Unacceptable
✓ Most ideas are
unsupported,
reasoning is flawed

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 ✓ Present ideas in
general terms
✓ Support of ideas is
inconsistent; the
reasoning is unclear
✓ Support most ideas
with clear details.
Language
✓ Employ words that are
unclear, inadequate
to clarify
✓ Word forms and
sentence structure
convey basic
meaning
✓ Word forms are
correct
✓ The presence of a few
errors are not
distracting
Purpose
✓ The purpose and focus
of the writing are not
clear
✓ The organization,
content and style
sometimes interfere
with the purpose.
✓ The learner has made
a good decision in the
organization, content
and style to achieve
the purpose of writing
✓ Relevance to the
topic
✓ Details and
information conveyed
is irrelevant to the
topic.
✓ Details conveyed
relevant information
about the topic.

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 What I Have Learned

Directions: Complete the statement below by supplying the needed

information tackled from this module. Do this in your answer sheet.

I have learned about Hotel Codes, Rules and Regulations

______________________________________________________________
______________________________________________________________
I have realized that interpersonal and intrapersonal skills
______________________________________________________________
______________________________________________________________
I will apply
______________________________________________________________
______________________________________________________________

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 Assessment

Post test Multiple Choice.

Directions: Choose the letter that corresponds to the best answer. Use a
separate sheet of paper for you answer.
1. Ysay is a housekeeper at the M&R Hotel. She usually cleans the room to
give comfort to the guest what is the SOP upon entering the hotel
guest room.
a. Two-knock, three-announcement
b. One-knock, two-announcement
c. Three-knocks, one-announcement
d. One-knock, one-announcement

2. Hotel rules are implemented for ___________?

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 you must be

______?
a. demonstrating responsibility
b. being flexible
c. being accountable for your actions
d. ability to manage conflict

5. Elyse is a guest who stayed in room 109. It happens that the television
channel is not working. She reported the case to the housekeeper who
happens to be there room attendant. The housekeeper reported the
concern to the housekeeper supervisor. Which skill is evident to a
housekeeper?

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 a. Self-awareness c. Social awareness
b. Communicate clearly d. Adaptability

6. Luhence is the executive housekeeper in the housekeeping

department and perform several duties and responsibilities. Which one
is not true to his duties and responsibilities?
a. Manage housekeeping team
b. Represent the department during top management meetings
c. Supervise the changing of floor lines
d. Translate all hotel policies, procedures, and standards into
housekeeping operations

7. Tyron needs to clean the guestroom when he removes all dry linen it
must be placed in _______?
a. linen bag c. plastic bag
b. trash can d. shelves of trolley

8. Aimee perform room service to the in-house guest. What is the final
sequence for a room service?
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
these because any violation would mean cancellation of the
reservation. Which of the following cases might result in guest
cancellation of reservation?
a. Juanito brings his dog while checking in
b. Leonardo allows paying the down payment
c. Eerah carries with her clothes with an iron
d. Maxwell goes out and endorses the key to the desk

10. Who should give the keys to the room attendants?

a. The floor supervisor
b. The night supervisor
c. The guest room attendant
d. The public area supervisor

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 15
What I know What I can do What’s More Assessment
1. A Student’s answer may 1. F 1. A
2. A vary. 2. T 2. A
3. D 3. T 3. D
4. C Please refer to the
4. T 4. C
5. A rubric.
5. F 5. A
6. C
7. D 6. F 6. C
8. B 7. F 7. D
9. A 8. T 8. B
10. A 9. T 9. A
10. T 10. A
Answer Key
References

Rossel D. Miguel, Receive Housekeeping Requests-Housekeeping Module.

2020
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.
www.tutorisldpoint.com Hotel Housekeeping Staff duties retrieved from
https://www.tutorialspoint.com/hotel_housekeeping/hotel_house-
keeping_staff_duties.htm
Urbiztondo, Laarni (2016) ‘’Housekeeping”. Philippine Copyright 2016 by Rex
Bookstore, Inc. Sampaloc, Manila

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For inquiries or feedback, please write or call:

Department of Education – SDO Palawan

Curriculum Implementation Division Office

2nd Floor DepED Palawan Building
Telephone no. (048) 433-3292

Learning Resources Management Section

LRMS Building, PEO Compound
Telephone No. (048) 434-0099

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