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Redeveloped Division Initiated Self-Learning Module

Department of Education
i – Division of Palawan
Housekeeping NC II – Grade 11/12
Developed Division Initiated - Self-Learning Module
Quarter 1 – Module 2: Advise Guests on Room and Housekeeping Equipment
Second 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

Development Team

Writer: Michael A. Dela Torre

Editors: Merwin R. Ledesma
Illustrator:
Layout Artist: Jackielyn V. Mones
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 Advise Guests on Room and
First Quarter
Housekeeping Equipment
Week 2

MELC :1. Describe and explain the use of different types of

housekeeping and front office forms
2. Provide guest orientation on house rules and use of hotel tools,
materials, equipment, and other amenities
3. Practice proper handling of client’s queries through telephone,
fax machine, e-mail, etc.
4. Identify common problems related to Housekeeping Service
5. Observe proper handling of different problems in
Housekeeping Services

Objective/s : 1. To describe and explain the use of different types of

housekeeping and front office forms
2. To provide guest orientation on house rules and use of hotel
tools, materials, equipment, and other amenities
3. To practice proper handling of client’s queries through
telephone, fax machine, e-mail, etc.
4. To Identify common problems related to Housekeeping Service
5. To observe proper handling of different problems in
Housekeeping Services.

What I Know
Pre – Test MULTIPLE CHOICE

Directions: Choose the letter of the best answer. Write the letter of your
answer on your answer sheet.

1. Hotel rules are designed for.

a. Discipline
b. Mastery
c. Security
d. A and C

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2. The following are bedroom amenities except:
a. Spacious bedrooms with king or queen size beds
b. Premium quality linens
c. Plush duvet
d. Hairbrush

3. It is important document to keep track of records for lost and found

items.
a. Housekeeping status report
b. Housekeeping work order form
c. Guest room cleaning checklist
d. Lost and found slip

4. In handling guest queries for information about the hotel products and
services, employees are expected to be.
a. Approachable
b. Knowledgeable about the product or service
c. Polite
d. Vulnerable

5. In case the hotel cancelled accommodation due to guest violation,

the guest will pay.
a. 20% of the total amount for accommodation
b. 50% of the total amount for accommodation
c. 75% of the total amount for accommodation
d. 100% of the total amount for accommodation

6. It is used by the housekeeping supervisor to check, daily, how the

cleaning service for every guest room was done.
a. Guest room cleaning checklist
b. Housekeeping attendant’s daily assignment sheets
c. Housekeeping work order form
d. Maintenance request form

7. Housekeeping and front office play an important role in managing

housekeeping activities. The following are purpose of housekeeping
and front office forms except.
a. Can be used to make important decisions
b. Serves as evidence in a specific incident
c. Use to keep track information
d. Use to evaluate performance of employees

8. Is a form used by housekeepers or room attendants to record the task

done during their shift.
a. Guest room cleaning checklist
b. Housekeeping attendant’s daily assignment sheets

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 c. Housekeeping work order form
d. Maintenance request form

9. Is used when there are requests for work to be done.

a. Guest room cleaning checklist
b. Housekeeping attendant’s daily assignment sheets
c. Housekeeping work order form
d. Maintenance request form

10. Is used whenever there are problems reported by the guest to the
housekeeping department.
a. Guest room cleaning checklist
b. Housekeeping attendant’s daily assignment sheets
c. Housekeeping work order form
d. Maintenance request form

Test II. Enumeration

1. Cite at least 5 types of housekeeping forms?

What is It
In this module the students will learn the different types of Housekeeping
and Front Office Forms?

Types of Housekeeping and Front Office Forms

Forms and reports play an important role in managing the housekeeping

activities. It serves as evidence in a specific incident, situation, and happening.
Reports are a very useful method for keeping track of important information.
The information contained in reports can be used to make very important
decisions that affect the establishment.

Housekeeper should be knowledgeable in filling out housekeeping forms

which includes:
➢ Housekeeping daily assignment checklist;
➢ Maintenance request form;
➢ Housekeeping work order form;

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 ➢ Guest room cleaning checklist;
➢ Stock requisition form; and
➢ Lost property report.

Housekeeping attendant’s daily assignment sheet

Housekeeping attendant’s daily assignment sheet is a form used by

housekeepers or room attendants to record the task done during their shift. This
form will also help them plan their work for the day. After each room is serviced,
the room attendant must list down the time they have entered the room for
the room service and log in their time out after completion. They must also note
down the room status before service and after service, the number of extra
bed or cot placed, and also the number of linens replaced in the room. The
housekeeper will receive this form after their briefing in the morning before they
start their daily task.

HOTEL NAME AND LOGO

Housekeeping Attendant Daily Assignment Sheet
Name: Task for the Day Housekeeping Supervisor:
Floor: Date:
Bed Sheet Duvet Cover Towel
Room Time In Time Status Guest Arrival Departure No. Request Status E/Bed Bath P/ Mineral
No. Out Before Name Date Date of After B/Cot K Q T K Q T B H Mat Case Water
Service Pax Service

Remarks

Housekeeping Attendant Signature: Housekeeping Supervisor Signature:

Lost and Found if Any

Codes

VC - Vaccent Clean OC – Occupied Clean DND – Do Not Disturb S/O – Sleep Out N/L – No Luggage
VD – Vaccant Dirty OD – Occupied Dirty DL – Double Lock SR – Service Refused VIP – Very Important Person

2. Maintenance Request Form

Maintenance request form is used whenever there are problems
reported by the guest to the housekeeping department. Common problems
for maintenance are faulty equipment, electrical issues, broken furniture, TV
not working properly, etc.

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Sample Maintenance Request Form

Maintenance Request Form

Date:
Room Time Nature of Lodge by Received Time of Signature
Number Complaint Complaint by Completion
Lodge

Maintenance Slip

Room Number: _________________________

Date: _____________________________ Time: ____________________
___________________________________
Control Desk Supervisor Signature

Nature of Complaint

Work Order Form

Room Number: ____________________

Date: ______________________________ Time: _________________________
➢ Carpenter/Mason
➢ Mechanic
➢ Plumber
➢ Electrician
➢ A/C Heating Technician
➢ A/V Audio Technician
➢ IT
➢ Others

Nature of Complaint

Name of Technician Assigned: _____________________________________

Date of Completion: _____________________________
Time of Completion: _____________________________
Housekeeping Supervisor Signature: _________________________________
Technician Signature: ____________________________

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 3. Housekeeping Work Order Form

Housekeeping work order form is used when there are requests for work to be
done.

Work Order Details

Requested by: ____________________________ Department: _______________________
Contact Number: _________________________ Contact Extension: _________________

Custodial Department Requests

Work Needed Check all that apply:
➢ Shampoo
➢ Vacuum
➢ Sweep
➢ Mop
➢ Dust
➢ Set up for event
➢ Equipment discard
➢ others
Date Needed: __________________________
Building: _________________________
Room Number: ___________________

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 4. Guest Room Cleaning Checklist

The guest room cleaning checklist is used by the housekeeping supervisor to

check, daily, how the cleaning service for every guest room was done. This is
done to be able to attain guest satisfaction. The use of this form is to establish
a set of procedure that would ensure there will be no defects and any missing
amenities for the guest.

Guest Room Cleaning Checklist

Date: __________________________
Room Number: _________________
Housekeeper: ___________________
Inspected by: ___________________

Guest Room Checklist

Item
Door locks work properly
Door opens easily and quietly
Light switches work properly
Windows open and close properly
Window glass clean
Window glass free of cracks
Drapes straight and working properly
Controls of air conditioning works
properly
Air conditioning filter clean
Lamps work
Wall lights work
Lamp shades clean and straight
Beds correctly made
Beds spreads straight
Fluted/Even pillows
Rated Cards posted
Yes No Item Yes No
. Mattress firm . Turned regularly
Bedspreads free of rips and stains
Upholstery clean and in good condition
Furniture scratch or stained
Luggage rack in good condition
Walls clean and free of cobwebs
Walls scratch
Luggage racks in good condition
Wall pictures and mirrors straight
Furniture drawers slide easily
Telephone working
Clean ashtray
Mattress pad clean and free of stains
Minimum of 6 hangers
Drapes partially closed

Item Yes No Item Yes No Item Yes No

Desk tops Mirrors Lamps and shades
Dresser tops Rim of base board Light bulbs
Table tops All drawers Window cornice
Head board Closet shelves Window frame
Chairs Closet rod Corners
Picture frames Telephone Window sills

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Bathroom Checklist
Item Yes No Item Yes No Item Yes No
Clean toilets seats Shower curtain Faucets leaking
(both sides) clean
Underside of Pop up stopper Broken tile
lavatory clean clean
Shower rod in Water spots on Toilets seat firm
good tile
Commode Tub grouting Fixtures firm
underside clean missing
Commode flushes Tub grouting Chrome
properly clean sparkling
Bathroom free of Supply of towels
odor

5. Lost and Found Slip

Lost and found slip is an important document to keep track of records for lost
and found items.
Lost and Found Slip
Finder’s Name: _________________________ Description of Article
Location: ______________________________
Time: __________________________________
Name of Guest: ________________________
Address of Guest: _______________________
Action Taken
Article Claimed in Person
Telephone No.: ________________________
Name of Guest: ________________________
Signature of Guest: _____________________
Date: ________________________

Article Mailed
Postal Address: __________________________
Dispatch No.: ____________________________
Dispatcher’s Signature: ___________________
Date: ________________________

Article Surrendered to Finder

Name of Finder: __________________________
Employee ID No.: _________________________
Gate Pass No.: ____________________________
Employee’s Signature: _____________________
Date: ________________________

Housekeeping Status Report

Housekeeping status report is prepared by housekeeping department and

handed down to the front desk to give them an update as to the status of

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each hotel room. The front desk then assigns rooms to arriving guests based on
the occupancy report. Below is an example of a housekeeping report.

Housekeeping Report
101 OOO 201 OOO 301 OOO 401 OOO
102 OOO 202 OOO 302 OOO 402 OOO
103 OOO 203 OOO 303 OOO 403 OOO
104 OOO 204 OOO 304 OOO 404 OOO
105 OOO 205 OOO 305 OOO 405 OOO
106 VC 206 VC 306 VD 406 OOO
107 VD 207 VD 307 VDR 407 VDR
108 OOO 208 OOO 308 VDR 408 VDR
109 OOO 209 VD 309 VD 409 OOO
110 OOO 210 VD 310 VD 410 VDR
111 VDR 211 OOO 311 VD 411 C/T
112 OOO 212 VD 312 IH 412 OOO
113 VDR 213 VD 313 OOO 413 VD
114 VDR 214 VD 314 OOO 414 C/T
115 VDR 215 VD 315 OOO 415 VD
116 VC 216 VDR 316 VDR 416 OOO
117 C/T 217 VD 317 VDR 417 VC
118 C/T 218 VDR 318 VDR 418 VD
119 VC 219 VD 319 VC 419 VD
120 VC 220 VC 320 VC 420 VC

Guest Orientation on House Rules

House rules serves as an agreement between the guest and the hotel under
which rooms are permitted to be used by the guests. All guests when checking
in should read the house rules to prevent misunderstandings. It is a must to be
familiar with the house rules and to fully adhere to them because any violation
of the house rules means cancellation of reservation and charge of the full
amount of price of accommodation. Below is an example of house rules.

House Rules
1. check – in time: 2:00pm/check – out time: 12:00nn – check – in time for
overnight stay is 2:00pm while check – out time is 12:00nn the following
day. There will be no adjustment in check – out time if the guest checks
in later than 2:00pm. Late check – out will be charged accordingly with
extra payment. Guests who come in earlier than the designated check
– in time may stay at the hotel waiting area or at the restaurant area at
no additional cost.
2. Fifty percent (50%) down payment is required to confirm reservation.
3. Rates are subject to change without prior notice.
4. Rooms capacity shall be strictly observed. An additional amount shall be
charged more than maximum occupancy.
5. When leaving the premises or before going out, please endorse rooms
keys to the front desk employee.

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 6. Please do not remove inventory items. Do not take indoor furniture
outside. Do not move furniture around from one room to another. Any
items missing from inventory or any damage and losses of items inside
the rooms belonging to the hotel shall be charged to the room
occupant.
7. The hotel is not liable for the lost, stolen, or damaged items. Please keep
all your valuables and do not leave your things unattended.
8. For security reasons, visitors are not permitted in the hotel guest room.
Hence, guest is advised to refrain from entertaining any person who is
not known to them.
9. Hotel shall always respect your privacy, however, illegal activities or
disorderly conduct inside the rooms and within the hotel premises are
strictly prohibited. The management reserve the right to eject any guests
found engaging in fights or violence, found using illegal drugs, or under
the influence of alcohol and disrupting the peace and order of the
hotel.
10. Guest are required to observe these house rules which are designed
and aimed for their protection. The management reserves the right to
implement additional and applicable rules to regulate the safety and
well-being of our guests.

Handling of Client’s Queries

How an employee handles and responds to customer inquiries is crucial

to be successful in giving quality customer service. If it is done right, clients or
customers will surely keep coming back. If it is done wrong, they will go
elsewhere. The question now is how trained the staff are to handle this job.

According to Dan Huckle, a business development expert, “most

inquiries are requests for information about products or services. When people
inquire, they expect you to be knowledgeable about your product or service
at the same time they also expect you to be approachable. They will
appreciate it more if they feel you have given them a personal service. If the
inquiry is a complaint, keep calm, because if you handled it properly that
costumer can become your number on costumer. Some of the best business
relationships are one that start with problems”.

Useful Tips in Answering a Call

Telephone plays a very important role in the hotel industry. This is used to
answer guest’s booking inquiries, guests’ requests, and for other various
purposes and services. It is therefore important that you know the basic
techniques in answering calls.

➢ Answer the phone within three rings.

➢ Say the name of the hotel, your name, and the customary greetings.
➢ Have in hand a pen and paper for documentation.
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 ➢ Listen carefully to the details being said by the caller.
➢ Make them feel that they have full attention.
➢ Explain the reason if you want to put them on hold. Wait for their
response.
➢ For callback, do it in the soonest possible time. Do not forget to say the
approximate time you can do the callback.
➢ Repeat all the details.
➢ End the conversation politely.

Common Problems Related to Housekeeping and Ways of Handling Them

These are problems and challenges faced by the housekeeping

department while performing its day-to-day operation. Since this department
is one of the most important in the whole operation of the hotel, it is a must that
all the staff in this department know how to handle and gracefully solve
problems that may arise within their area of responsibility. If in case a staff can
no longer handle the problem, he or she can immediately call the help of an
immediate supervisor or manager.

The most common problems related to housekeeping are noise coming

from other rooms, rooms not cleaned properly, rooms lacking amenities,
equipment malfunction, laundry error, theft complaint, communication
problems with hotel staff, and unusual items visible during room servicing.
Sharon Glancy the managing director of Stone bow that is the training division
of people’s 1st which runs a range of training courses in hospitality, leisure,
travel, and tourism industries, recommended handy acronym LAST (Listen,
Apologize, Solve, Thanks) to solve problems faced by a housekeeping staff.
According to her, all problems are about good communication. This means
that when problems arise and the staff is trained how to genuinely and actively
listened to the complaint, demonstrate understanding, and apologize after
the problem has been resolved, guests are less likely to leave frustrated.

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 What I Can Do

Activity 1 “My O-S”

1. Make a simple organizational chart of a small hotel. Present your

work to classmate. Allow your classmates to give their observations
of your work.
Rubrics

Focus Not so I tried a Bit I did a I did my

much 2 Good Job Best Ever
1 3 4
I used my time well
Composition
I considered my own
learning based from the
discussion.
Creativity
My OS includes my own idea
Craftsmanship
My OS is complete based
my own research and
understanding

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Activity 2. “Her Experience”
1. Interview a hotel housekeeper about his/her experiences in
handling costumer’s complaint. Write your questions and client
response in a clean sheet of paper.

Rubrics

Category 2 points 5 pints 10 points Score

Memory No memory 1 or 2 memory Several good
Questions questions were questions asked strong memory
asked about about personal questions were
personal experiences asked about
experience personal
experiences.
Explanation No Explanation 1 or 2 memory Several good
Question questions were or questions were strong explanation
answered in asked using some questions were
detail details asked with many
details
Judgment No Judgement 1 or 2 questions ask Several good
Question questions were that showed their strong judgment
asked that should opinion questions were
their opinion. asked that showed
their opinions
Introduction No introduction, Partial Clever strong
didn’t tell us who introduction, but introduction telling
was being did not tell us who us who is being
interviewed. was being interviewed
interviewed
Conclusion No conclusion just Partial conclusion, Clearly stated the
quit with the but didn’t tell us conclusion
questioning who was being
interviewed
Information Answers are not Some answers are All information are
- Answers based on facts, based of facts clearly and
with many yes and few yes or no completely stated
and no answers. answers.

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 What’s More

Activity 3. Categorize Me
1. Visit two different category of hotel or any accommodation and see
how the housekeeping personnel’s handles a particular request from
you. Compare the efficiency in handling your request.
Rubrics

Statement Strongly Disagree Agree Score

agree 3 1
5
My customer representative was
courteous, polite and patient.
My customer service representative
listened carefully and was
responsive to my queries
My customer service representative
helped me without putting me on
hold for a significant amount of
time.
My customer service representative
was knowledgeable about the
customer/guest concern

Activity 4. You’re the Great Pretender

1. Pretend you are a hotel staff. How would you handle the following
situations?
➢ An angry guest rings to complain that there are not enough
towels in the room and that the kettle does not work.
➢ You are on your way to a lunch break. A guest stops you in the
corridor and asks you to ensure an ironing board is delivered to
hid room later that afternoon.
Present your work to your classmate.

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Rubrics

Statement Strongly Disagree Agree Score

agree 3 1
5
My customer representative was
courteous, polite and patient.
My customer service representative
listened carefully and was
responsive to my queries
My customer service representative
helped me without putting me on
hold for a significant amount of
time.
My customer service representative
was knowledgeable about the
customer/guest concern

What I Have Learned

Direction: Answer the following questions.
1. Why is important to repeat the message or request of the guest to
them?
2. What are the details needed to be noted down while taking a guest
request?
3. Who should be notified in case the problem is out of the staff’s
authority or function?
4. Go around the area or rooms in your house like the bedroom, toilet,
dining room, living room, and kitchen. Identify five things in every room
that may require housekeeping knowledge. Use the table below to
present your work to class.

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 AREA HOUSEKEEPING NEEDS
Bathroom Example: The lavatory needs to be
scrubbed and cleaned

Rubrics

Rubrics for Essay

Criteria 20 Points 15 points 10 points
Content Content well Content Content not
focused on the somewhat focused on the
topic focused on the topic
topic
Organization Writing is very clear Writing is Writing is not
in the organization somewhat organized
organized
Relatedness to Writing well related Writing somewhat Writing not
the topic to the topic related to the related to the
topic topic

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 Assessment

TRUE or FALSE
Directions: Write TRUE if the statement is correct and FALSE if the statement is
incorrect.
1. Hotel roles are designed to instill discipline among hotel staff, thereby
ensuring guest satisfaction in terms of comfort, safety, and security.
2. Housekeeping department represents the largest workforce of a hotel.
3. In entering a guest’s room for cleaning, a housekeeper must knock three
times and say “housekeeping”.
4. To be able to efficiency perform the job as a housekeeper, one is
expected to complete a series of cleaning and sanitizing procedures.
5. While cleaning a guest room, guest’s personal items should be
respected by touching them or moving them anywhere.
6. Making reports are very useful method for keeping track of important
information.
7. In cleaning a guest room, remember to clean in one direction, clean
from top down, and clean from furthest point out.
8. In handling chemicals, it is alright not to wear personal protective
equipment.
9. Out of order or OOO is a room status indicating that the room should not
be entered and cleaned because the guest does not want to be
disturbed.
10. Guestroom amenities are supplies like dental kit, bath soap, vanity kit,
etc. that add to guest comfort and convenience.
11. Lost and found perishable items like fruits, chocolates, and canned
goods are given one week to be claimed by the owner.
12. Lost and found items such as cash, gadgets, and jewelry are
categorized as valuables.
13. Professionalism is a trait that is highly valued in the workplace.
14. A floor supervisor is the head of a given shift and is responsible in
managing the resources provided by the executive housekeeper to
achieve its goal of cleanliness, maintenance, and attractiveness during
a given shift.
15. Housekeeping control desk is considered as the main communication
center of the housekeeping department.

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 18
What I know What I can do
What I have learned
1. D Activity 1 and 2 Assessment
2. D Learner’s answer
Learner’s may vary 1. T 11. T
3. D
answer may 2. T 12. T
4. B
vary 3. T 13. T
5. D
4. T 14. T
6. A What’s more 5. T 15. T
7. D
Activity 3 and 4 6. T
8. B
7. T
9. C Learner’s 8. F
10. D answer may 9. F
vary 10. T
Answer Key
References

Housekeeping Training Regulation of Technical Educational Skills

Development and Authority, Milagros Syang 2015 retrieved from
https://www.academia.edu/32481256/CBLM_Housekeeping

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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