HSK Uc1 Module

HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL
Welcome to the module in Providing Housekeeping Services to guests.

This module contains training materials and activities for you to complete.
The unit of competency, “Provide Housekeeping Services to guests”
contains knowledge, skills and attitudes required for Housekeeping NCII.
This unit of competency deals with the skills and knowledge required to
provide a range of general housekeeping services to guests.
You are required to go through a series of learning activities in order to
complete each learning outcome of the module. Information Sheets has
learning contents that you need to learn. Each Information Sheet has learning
objective that you need to attain while reading the information sheets. After
each information sheet is a self-check that will help you test yourself if you
have attained the learning objectives.
Task Sheets and Job Sheets are activity sheets that will help you
practice the skills previously discussed in the Information Sheet or
demonstrated by your trainer. A performance Criteria Checklist is provided
with the task sheets and job sheets which will allow for self-evaluation or
evaluate your performance. Follow these activities on your own. If you have
questions, don’t hesitate to ask your trainer for assistance.
Remember to:
 Work through all the information and complete the activities in each
section.
 Read information sheets and complete the self-check. Suggested
references are included to supplement the materials provided in this
module.
 Perform the task sheets and job sheets until you are confident that your
outputs conform to the performance criteria checklist that follows the
sheets.
 Submit outputs of the task sheet and job sheets to your facilitator for
evaluation and recording in the Progress Chart. Outputs shall serv as
your portfolio during the institutional competency evaluation. When you
feel confident that you have had sufficient practice, ask your trainer to
evaluate you. The results of your assessment will be recorded in your
progress chart.
Document No. HSKP02-18001

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Module in Date Developed:
PROVIDING June 2020 Leonard A. Page 1
HOUSEKEEPING Saraum
SERVICES TO GUESTS Trainer/
P.I.T.S Digos Assessor
HOUSEKEEPING NCII
Competency-Based Learning Materials

List of Competencies
No. Unit of Competency Module Title Code
1 PROVIDE HOUSEKEEPING PROVIDING HOUSEKEEPING TRS5123111

SERVICES TO GUESTS SERVICES TO GUESTS
2 CLEAN AND PREPARE ROOMS CLEANING AND PREPARING TRS5123112

FOR INCOMING GUESTS ROOMS FOR INCOMING
GUESTS
3 PROVIDE VALET/BUTLER PROVIDING VALET/BUTLER TRS5123113

SERVICE SERVICE
4 LAUNDRY LINEN AND GUEST LAUNDERING LINEN AND TRS5123114

CLOTHES GUEST CLOTHES
5 CLEAN PUBLIC AREAS, CLEANING PUBLIC AREAS, TRS512309115

FACILITIES AND EQUIPMENT FACILITIES AND EQUIPMENT
6 DEAL WITH/HANDLE DEALING WITH/HANDLING TRS5123122

INTOXICATED GUESTS INTOXICATED GUESTS

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MODULE CONTENT
Qualification Title : HOUSEKEEPING NCII
Unit of Competency : PROVIDE HOUSEKEEPING SERVICES TO GUESTS
Module Title : PROVIDING HOUSEKEEPING SERVICES TO GUESTS
Introduction
This unit of competency deals with the skills and knowledge required to
provide a range of general housekeeping services to guests.
Learning Outcomes:
Upon completion of this module, you must be able to:
 Receive housekeeping requests.
 Service housekeeping requests.
 Provide advice to guests.
 Liaise with other departments.
Assessment Criteria:
1. Demonstrated ability to offer courteous, prompt and friendly service to
guest.
2. Demonstrated knowledge and skills of a range of housekeeping
services/materials/solutions and equipment.

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LEARNING OUTCOME #1 PROVIDING HOUSEKEEPING SERVICES TO GUESTS
CONTENTS
ASSESSMENT CRITERIA:
1. Guest/staff housekeeping requests and service delivery are

accepted and recorded in accordance to enterprise policies and
procedure.
2. Details of requests made are confirmed and noted in accordance
with enterprise procedures.
3. Apologies are made when a request has arisen from a delayed
delivery of service.
4. Request not related to housekeeping are referred to appropriate
department.
CONDITION:
Students/Trainees must be provided with the following:
1. Fully operational equipment in an accommodation

environment, including guests rooms and various
housekeeping equipment and solutions
ASSESSMENT METHOD:
Trainees will measure the underpinning knowledge and skill and

attitude in cleaning bar areas through the following assessment
method:
1. Practical Demonstration
2. Written/Oral Questioning
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3. Portfolio
Learning Experiences
Learning Activities Special Instructions
Read Information Sheet 1.1- Read and understand the Information Sheet
1 on “Receive Housekeeping and check yourself by answering the Self-
Request”. check. If you have some problem on the
content of the Information Sheet, don’t
hesitate to approach your facilitator. You
Answer Self-check 1.1-1 must answer all questions correctly before
proceeding to the next activity.
Compare your answers to the
answer key handed by your
facilitator.

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INFORMATION SHEET 1.1-1
Receive Housekeeping Requests
What is Housekeeping?
Housekeeping is often one of the most neglected areas of operations
among hotels, resorts and many lodging establishments. With limited
knowledge of many staff on housekeeping standards and procedures, a lot of
unsound housekeeping practices remain uncorrected. Bacteria and pests
proliferate, making occupants vulnerable to various forms of illness. Furniture
and fixtures that are not properly cleaned and maintained will have a shorter
life span. Improper housekeeping also contributes to safety hazards that could
endanger the lives of occupants.
For any disease or accident emanating from poor housekeeping

maintenance, the management shall be held liable. It can result to a loss of
reputation and patronage, or worst, a loss of business license. Proper
housekeeping therefore must be given serious attention for a hospitality
establishment to sustain its reputation.
The word “Housekeeping” refers to the upkeep and maintenance of cleanliness

and orderliness in a house or in lodging establishments such as Inns, hotels,
apartels, condominiums, resorts, dormitory or a hospital. A “housekeeper” is
one who is responsible for administering housekeeping maintenance and for
insuring that everything is in order. She sees to it that all occupants are
comfortable, safe, and protected from disease-causing bacteria.
Two types of Housekeeping
1. Domestic Housekeeping- refers to the housekeeping maintenance in a

house. It covers bedrooms, kitchen, dining, receiving area, grounds and
surrounding areas within the house. The lady of the house, usually the
wife/mother or the caretaker acts as the head housekeeper. She is
responsible for keeping the household in proper order. She sees to it that

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the rooms are cleaned and well maintained, floors and furniture properly
polished, soiled dishes are thoroughly washed and that linen are
properly washed, pressed and safely stored. She also manages food
preparation and dining service.
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 areas and restaurants
 Offices
 Stairways
 Grounds and plants
 Linen and laundry area
 Pest control
 This is the guest’s 'home away from home'. It is essential that a guest is
able to enjoy their room in the same manner and with the same ease as
they would enjoy in their own house
 The housekeeper must at all times exercise the qualities of integrity,

honesty and discretion.
A hotel cannot provide all the necessary items a customer may need inside
each and every room for a number of reasons:
 The room size is too small
 It would become cramped for space
 Not all customers need all items
 The capital outlay for a business would be considerable
 It reduces the chance of damage and theft.

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Types of Guest Requests
A. Need for Item sent to the Room
 Additional equipment in their room
 Valet or laundry service
 Additional bedding
 Extra tea, coffee, sugar and milk sachets
 Extra crockery or cutlery
 Vases
 Replacement items such as hair dryers, toasters, irons and electric jugs
to replace items that are not working.
 Extra bathroom guest supplies.
 Additional items in compendium.
 Additional towels.

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 Extra hangers for clothes, extra pillows, extra blankets.
 A power conversion board.
 Ice and ice buckets.
B. Servicing of Room
 Rectification cleaning.
 Clean-up after an in-room party or entertainment.
 A special room service where they have spilled something on the floor.
C. Repairs
Repair or removal of broken equipment:
 TV
 Controls for the TV
 DVD player
 Air conditioner
 Bedside lights
 Free-standing lamps.
D. Instruction
Instructions to enable them to work equipment:

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 TV
 In-room safe
 Lights - especially where room cards are needed to activate the power to
a room.
 Heating and cooling controls.
E. Lost and Found
 Guests may also contact housekeeping when making a Lost and Found
enquiry
 They may have found an item in a room they have just been roomed in or
they may contact housekeeping after they have departed to enquire
about something they have lost.
F. Handling Complaints
 Noisy people in the room next doors.
 Poor views from the balcony.
 Noisy pigeons outside the room which stop guests getting to sleep.
 Noisy elevators near the room.
 Lack of facilities in the room.
 Quality of facilities that is below guest expectations.
 Advertising that has created expectations that are not being met.
G. Handling Guest Requests Promptly

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 In a polite and friendly manner
 In accordance with all relevant house policies and procedures
 If the room attendant cannot assist the guest immediately, they should
at least acknowledge the guest’s request and advise them when
assistance will become available
 Arrange action and follow up.
Excellent Customer Service
This can be achieved by:
 Good personal presentation
 Greeting guests by name when known
 Providing excellent service at all times

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 Not giving the guests the impression that serving their needs is a chore
or an imposition
 Not rushing service delivery as and when it is required
 Enquiring “Is there anything else I can do for you?”
 Finishing service delivery with a positive statement: “It’s been a

pleasure”.
 Providing information to guests
 Assisting guests in public areas
 Smiling
 Handling complaints in a professional manner
 Providing a safe and secure environment
 Having excellent product knowledge about the appliances, items,

features in guest rooms.
Handling Guest Complaints

 Remain pleasant at all times, but do not smile
when the guest is complaining
 Listen without interruption.
 Know the correct procedure and the establishment policy on dealing with
customer complaints.
 Ask the guest how they would like you to resolve the problem.
 Focus on the issue and don’t take the complaint personally.
 Apologise to the guest for any inconvenience.
 Advise your supervisor and get their feedback as to how they feel you
handled the situation.

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Using Guest Names
 When dealing with a guest’s request, the room attendant should

acknowledge the guest by addressing them by their name, if appropriate
and possible
 Using the guest’s name is an excellent way of personalising the service

and showing that the individual guest is valued.
Standards of Courtesy:
 Avoid using first names – only use last names
 Never use nicknames
 Get the pronunciation right – if you are not sure you can do this, use ‘Sir’
or ‘Madam’
 If you don’t know the guest’s name or have forgotten it address the guest
by ‘Sir’ or ‘Madam’.
Origins of Requests
Most requests from guests for items for their room come about from:
 A phone call to housekeeping from the guest
 A face-to-face conversation with the guest as they are walking down the
corridor and see you cleaning rooms.
Housekeeping Requests from Staff

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 Housekeeping not only services the needs of the guest. As the
department responsible for the cleanliness of a property, it is often called
upon to handle requests made by other departments
 Therefore all departments will have requests of housekeeping. As for

dealing with requests from guests, these requests must be handled in a
professional and timely manner.
Types of Staff Requests

A. Cleaning
 Cleaning duties
 Cleaning of in-house facilities
 Emergency cleaning
 Cleaning and servicing of staff changing rooms.
B. Staff Uniforms
 Order and supply of staff uniforms
 Providing laundry service.
C. Provision of Supplies
 Cleaning products, rags and equipment
 Chemicals
 Clean linen for F and B departments
 Towels for gymnasiums.
D. Security
 Check rooms and floors for safety concerns.
 Ensure guest room and emergency doors are shut.

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 Close storerooms.
 Participate in emergency and evacuation procedures.
Other Tasks
 Move room service trays from rooms or corridor to appropriate store area
 Check mini bars for departing guests
 Check actual status of a room – whether a guest has actually left the
room or if it is occupied.
Record Housekeeping Requests
 Any contact that housekeeping has with a guest has the potential for a
request to be made by the guest.
 The reality is that guests rarely speak with housekeeping staff unless
they have a need to do so, so be aware of this and be ready to respond
appropriately.
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Confirm and Note Request Details
Noting Details of what is needed
The key to this is to not rely on your memory but rather to write down the
relevant details.
When a guest makes a request simply write down:
 Guest name
 Room number
 Specifics of the request
 Time for delivery to the room that was agreed to.
Advise Delivery Times of Items
After a request has been received, recorded and confirmed, you should
provide the guest with an estimated timeframe as to when the request will be
met.
Keys to Agreeing on a Timeline
 The timeframe for meeting any guest request must be reasonable and
achievable
 Get their agreement
 Remember you will probably have other tasks to do and other guest
needs to provide, so the Golden Rule is ‘Under-promise and
over-deliver’.
Time Delays
Despite your best efforts there will probably be times when a breakdown
arises in relation to services provided by the housekeeping department.
In all instances the guest should:
 Receive an apology for this lapse in service

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 Appropriate remedial action should be taken immediately
 Try to retrieve the situation to the best extent possible.
Breakdown in Service
Examples of breakdown in providing housekeeping services to rooms
 Sub-standard servicing of the guest room when the room was prepared
 A previous promise to deliver a service may not have been fulfilled
 A room displaying a ‘Do Not Disturb’ sign had not been serviced.
 A promise to deliver something to a room by a certain time may not be

able to be met
 An item that was promised to a guest turns out to be unavailable and

can’t be supplied as promised.
In essence, anything that:
 Fails to deliver the service that either we promised
 Fails to deliver the service the guest expected
 Fails to meet house service delivery standards.
Keys to Making Apologies

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Where there has been a delay you must apologize for this.
You must:
 Be sincere and brief in your apology
 Apologize for the lack of service or item that wasn’t delivered.
 Include an apology for any inconvenience that has been caused.
The apology should never:
 Blame anyone else
 Discredit the establishment
 Commit the establishment to making some form of recompense

or compensation.

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Answer Self-Check 1.1-1
Student’s Name: ___________________________________ Date: ____________
Grade/Section : __________________ Score: __________
ENUMERATION
Direction: Enumerate the following. Use a separate sheet of paper/bond paper
for your answer sheet.
A. Guest Complaint Cycle. E. Two types of Housekeeping

1. _______________________ 1. ______________________
2. _______________________ 2. ______________________
3. _______________________
4. _______________________
5. _______________________
B. What are the Types of Guest Request?

1. ____________________________
2. ____________________________
3. ____________________________
4. ____________________________
5. ____________________________
6. ____________________________
7. ____________________________

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C. Give atleast Five (5) Examples of Commercial Lodging
Establishments.
1. ____________________________
2. ____________________________
3. ____________________________
4. ____________________________
5. ____________________________
D. Give atleast Five (5) Areas Covered in Commercial lodging

establishments.
1. _________________________
2. _________________________
3. _________________________
4. _________________________
5. _________________________
CONTENTS
1. Identified service/item is obtained through liaison with other staff in
accordance with enterprise procedures.
2. Required items are located and delivered to guest room in
3. Equipment is set up in guest room in accordance with the request of
the guest.
4. Requested items are removed from guest rooms in accordance with
enterprise procedures.
CONDITION:
 Fully operational equipment in an accommodation environment,

including guests rooms and various housekeeping equipment and
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solutions
ASSESSMENT METHOD:

method:
3. Portfolio
1 on “Service Housekeeping and check yourself by answering the Self-
Request”. check. If you have some problem on the
facilitator.

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Service Housekeeping Requests
Liaise with other Staff

 In many cases, in order to respond to a guest request it requires the
involvement of other people or departments
 A guest is not concerned who handles their request
 Their concern is that it is simply handled in a satisfactory and timely

manner.
 On some occasions, there will be a need for teamwork and the person
receiving the request for housekeeping services may need to obtain
assistance from another staff member to comply with the request
 Where you feel that you are unable to fulfil the request on your own, you
should always be prepared to ask others for their help
 You should also be prepared to help others when they ask for your
assistance.
Responsibility

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 The responsibility for the request stays with you
 Ensure that the request is actioned
 Keep track of what is happening
 Keep the guest informed of what is happening and expected time for
completion
 Follow up and check guest satisfaction.
Locate and Deliver Items to Rooms
In most cases, it will be the responsibility of housekeeping to carry out

any guest requests that they receive.
This is generally fairly easy to do because most requests relate to items which:
 Are on the housekeeping trolley
 Are in Housekeeping storerooms
 Can be ‘borrowed’ from a vacant room.
If the request is outside your normal work responsibility, you should:
 Record and confirm the request
 Pass the details on to the relevant person for them to action
 Never, ever tell a guest to contact someone else.
Action the Request
 Once a request is received, you must promptly seek out the item or
equipment necessary to complete the request within the agreed
timeframe.
Passing on Requests
 Pass on all the relevant details including the name and room number of
the guest
 Make sure the person you give the message to understands it

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 Stress any agreed time that have been given.
Requests for Information
 Information on the products and services offered by the establishment
 Availability of services, hours, location of meals, services and equipment
 How various types of equipment works
 Requests for information about local services, attractions, transport,

shopping, entertainment, bars, places to eat.
Set up Equipment in Guest Rooms
 From time to time the housekeeping department may be asked to help

set up items requested by guests.
 These requests need to be accommodated as quickly as possible because

when such requests are made, guests are usually waiting to use the
items.
Items for Set up:
 Table and chairs
 Internet connection
 Television
 DVD player
 Data projector
 Portable bed
In-room Meetings
Guest rooms are sometimes hired by companies for business purposes to:
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 Hold a small meeting
 Make presentations
 Display goods.
Elderly People
They may seek your regular assistance in:
 Understanding technology in room
 Moving heavy items
 Getting items down from high places
 Obtaining things from low places
 Obtaining a wheelchair to access other facilities in the venue.
Portable Beds and Costs
 Be careful and watch your fingers
 Practice before having to do it front of a guest
 Follow the instructions
 Don’t rush
 Have an experienced person with you when you do your first one.
Agree on Collection Time
The main reasons to identify a time for collection for these items are:
 To allow the guest to be able to plan their stay with us.
 To prevent the situation where the guest may place the item in the
corridor outside their door.
 Minimizing the chance of damage to the item or theft.
 To give the guest space in their room.

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 To allow the asset to be available for use by another guest.
Log Books
 Some establishments will have a log book to record information about

when and where extra items were delivered and when they need to be
collected
 The log book assists in tracking assets and making sure all rooms have
their necessary items.
Remove items from Guest Rooms
Whilst the majority of requests involve items to be taken to the room, there are
times when requests involve items being taken from the room.
Types of Items for Collection
 Room features including furniture, appliances or amenities not being

used.
 Housekeeping items and equipment that have been left behind.
 Towels face washers, and bath mats that are now dirty and need
replacing.
 Dirty dishes.
 A replacement item
 Items that are no longer needed but which have been specially requested
previously.
 Guest items requiring further action such as dry cleaning, storage or

repair.

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 Alcohol and other items from mini bar.
“It is vital to pick something up at an appointed time” .
If you are going to be late:
 Get someone else to collect it.
 Contact the room, apologies and arranged a revised time.
 Never just be late and fail to notify the guest.
 If the item you are picking up is heavy or awkward, take someone else
along or a trolley.
When you arrive to collect the item:
 Knock on the door and announce “Housekeeping”
 Greet the guest by name
 Apologize, if applicable
 Tell them why you are there – “I’ve come to pick up the…
 Ask for permission to enter the room
 Thank the guest for their permission to do so.
 Keep your eyes and ears to yourself
 Pick up the item and walk to the door
 Apologize again, if appropriate
 Make arrangements for a replacement item, where appropriate and a

time for its delivery
 Thank the guest again

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 Depart the room.

TRUE or FALSE (2 pts. Each)
Directions: Read the statement carefully. Write TRUE in capital letters if the
statement is correct, and write false in small letters if the statement is wrong.
Use a separate paper for your answer sheet.
________ 1. Ask for permission when you enter to the guest room.
________ 2. If the request is outside your normal work responsibility, you

should record and confirm the request.
________ 3. The responsibility for the request stays with the guests.
________ 4. If the item you are picking up is heavy or awkward, take someone
else along or a trolley.

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________ 5. Guest rooms are sometimes hired by companies for business
purposes to hold a small meeting.
________ 6. Keep the guest informed of what is happening and expected time for
completion.
________ 7. In order to respond to a guest request, it doesn’t require the

involvement of other people or departments.
________ 8. You should also be prepared to help others when they ask for your
assistance.
________ 9. The log book can’t help in tracking assets and making sure all
rooms have their necessary items.
________ 10. It is vital to pick something up at an appointed time.
CONTENTS
1. Guest is advised on services and items available through
housekeeping department.
2. Guest is advised on use of items delivered to guest room.
3. The proper use of delivered item to the guest room is demonstrated
to guest.
4. Liaise with other staff and department to provide support services.
CONDITION:

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solutions
ASSESSMENT METHOD:

method:
3. Portfolio
1 on “Providing Advice to and check yourself by answering the Self-
Guest”. check. If you have some problem on the
facilitator.

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Providing Advice to Guests

Advise Guests on Housekeeping Items and Services
 Many guests will have direct requests and are clear as to what
housekeeping can provide
 For some guests however this may be the first time in a hotel and are
unsure what is available for use in the room
 It is your role to provide assistance and information that may be suitable

to their needs
 At times the guest may not directly tell you their need to be aware of
signs that may indicate their requirements.
Housekeeping Items and Services

 Additional equipment in their room

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 Fold-away bed
 Additional bedding
 Extra blankets
 Extra pillows
 Extra towels
 Hand towels
 Face washers
 Bath towels
 Floor mats
 Improvement in the servicing of room
 Room to be re-vacuumed
 Area to be re-cleaned
 Bed to be remade
 Items in compendium
 Extra stationery
 Bathroom supplies
 Extra shampoo
 Extra soap
 Extra shower caps
 Items for beverage making
 Extra tea, coffee, sugar and milk sachets
 Extra crockery or cutlery
 Repair or removal of broken equipment

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 Electrical water jug or kettle
 Hair dryer
 Toaster
 Iron and ironing board
 Light bulb changed
 Air conditioning or heating system fixed
 Instructions on how to work equipment
 Instructions on how to work entertainment equipment
 Instructions on how to work heating system
 Instructions on operating the in-room safe.
Advise on Hotel Items and Services
It is quite common for guests to ask you questions whilst you are in the
room handling a separate request.
As the ‘face of the business’ it is your role to:
 Provide information directly
 Arrange for someone more suitable to come in person to provide

information
 Follow up a request including dinner reservations
 Arrange copies of information sought including maps, brochures, menus

or contact information.
Advice on use of items sent to Rooms
From time-to-time you will be required to help guests use items delivered
to or already in their room.
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This may because guests have had no experience with:
 This sort of item
 The type or model of equipment in the room.
Demonstrate use of Items sent to Rooms
Keys to giving a demonstration
 Explain the functions and operations of all aspects of the item
 Make sure all health and safety requirements are covered
 Use clear terminology, simple words
 Use some simple questions to test guest understanding.
Liaise with other Staff to Provide Supplementary Advice
Access “Experts” to Provide Advice
It may involve getting the ‘expert’ to:
 Come and explain or demonstrate to the guest personally or over the

phone
 Providing explanation to the housekeeping staff member, who will relay

the information to the guest
Providing information in a written format including brochures, maps, user

manuals or guides.

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ENUMERATION
Direction: Enumerate the following. Use a separate paper for your answer
sheet.
A. Give atleast twenty (20) Items and Services in the Housekeeping.
1. _______________________ 11. ___________________________

2. _______________________ 12. ___________________________
3. _______________________ 13. ___________________________
4. _______________________ 14. ___________________________
5. _______________________ 15. ___________________________
Issued by:
HOUSEKEEPING Saraum
6. _______________________ 16. ___________________________
7. _______________________ 17. ___________________________
8. _______________________ 18. ___________________________
9. _______________________ 19. ___________________________
10. ____________________ 20. ___________________________
CONTENTS
1. Equipment malfunction is reported to appropriate personnel in
2. Management is advised on dangerous or suspicious circumstances
in accordance with enterprise procedures.
3. Other departments are updated on the status of service requests.
CONDITION:
Issued by:
HOUSEKEEPING Saraum

solutions
ASSESSMENT METHOD:

method:
3. Portfolio
1 on “Liaising with other and check yourself by answering the Self-
Departments”. check. If you have some problem on the
facilitator.

Issued by:
HOUSEKEEPING Saraum
Liaising with other Departments

Report Malfunctions
There may be times when you will come across equipment that are
malfunctioning by:
 Not working as intended
 Making too much noise
 Being unsafe
 Being damaged
 Not working at all.

Issued by:
HOUSEKEEPING Saraum
All such equipment must be immediately tagged as ‘Out of Order’.
Where possible and safe to do so, the item should be:
 Removed from the guest’s room
 Logged at the housekeeping department as being in need of repair
 A replacement item must be placed into the guest room.
How might I report these problems?
The traditional ways of reporting these equipment problems are:
 Verbally – face-to-face or over the phone
 Completing a relevant in-house report form
 Contact maintenance.
Suspicious Items or Situations

Is the activity illegal or immoral?
 Most properties are not prepared to allow illegal activity and also frown
on immoral activity.
 Some turn a blind eye to immoral activities deeming that what guests do
in the privacy of their own room is their business.
Unusual items or situations:
 A package left unattended in corridor or stairwells
 An item that is heavily bloodstained
 A package left in a check-out room
 A weapon found in a room

Issued by:
HOUSEKEEPING Saraum
 Drugs or packages thought to contain drugs
 Explosives
 Evidence of drug taking in a room.
Suspicious Occurrences or People:
 Person behaving nervously or anxiously
 Person in an area they shouldn’t be in
 Person using excessive force against another person
 Loud voices and swearing
 Sounds that indicate damage is being done
 Person seeming to loiter
 Person asking you to let them into a room.
If you see or hear anything that is suspicious, unusual or appears illegal

you should:
 Not say anything to the persons involved
 Try not to alert them to the fact you have noticed something suspicious,
unusual etc
 Try to remember as much detail as possible and write down notes
 Alert the relevant person as soon as possible.
Taking Action
If you notice something that looks unusual or suspicious:
 Advise the floor supervisor, the Floor Housekeeper or the Executive

Housekeeper

Issued by:
HOUSEKEEPING Saraum
 Contact venue security.
Planning in Housekeeping
 Planning in housekeeping is just as important as in other hospitality
departments.
 Whilst the majority of services delivered through housekeeping as not

done in direct view of the guest, the output has a tremendous impact on
the guest, either in a positive or negative way.
Planning Services
Improving Staff Knowledge, Skills and Attitudes
Services are commonly referred to as the output of staff resulting from

their current knowledge, skills and attitudes.
Therefore to improve the service provided, management must plan to

improve each staff member’s:
 Knowledge
 Skills
 Attitude.
Staffs are always been to learn and improve and management should strive
to find out from staff what they would like to learn to enable them to provide
better service.
This training may come in the form of:
 Workshops
 Training sessions
 Qualifications and courses
 Buddy system
 Mentoring programs.

Issued by:
HOUSEKEEPING Saraum
Range of Services
Each hospitality organisation provides a range of housekeeping services to its

guests.
An organisation may choose to introduce:
 New products associated with the service.
 New equipment associated with the service.
 Staff training programs to develop required knowledge, skills and

attitudes.
Planning Equipment
 When it comes to planning purchases, the task to be performed by

housekeeping is tremendous
 The amount of money required to prepare and maintain operational

rooms and public areas is tremendous.
Furnishings, Fixtures and Fittings
 Furnishings – bedding, tables, couches, kitchens, televisions, carpets,

chairs
 Fixtures – lamps, mirrors, cabinets
 Fittings – lights, electrics, air conditioners.
Equipment
 Equipment – housekeeping cleaning equipment including vacuum

cleaners, waxing machines, trolleys
 Clothing – uniforms and protective clothing

Issued by:
HOUSEKEEPING Saraum
 Chemicals – including all cleaning products and items used to clean
including cloths, rags, mops.

ENUMERATION
Direction: Enumerate the following. Use a separate paper for your answer
sheet.
A. To improve the service provided, management must plan to improve each

staff members __________.

Issued by:
HOUSEKEEPING Saraum
1. _____________________________
2. ___________________________
3. ___________________________
B. Management should strive to find out from staff what they would like to
learn to enable them to provide better service. This training may come in
the form of __________:
1. _____________________________
2. _____________________________
3. _____________________________
4. _____________________________
5. _____________________________
C. There may be times when you will come across equipment that are
malfunctioning by:
1. _______________________________
2. _______________________________
3. _______________________________
4. _______________________________
5. _______________________________

Issued by:
HOUSEKEEPING Saraum

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HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL

Welcome to the module in Providing Housekeeping Services to guests.

Document No. HSKP02-18001

No. Unit of Competency Module Title Code

1 PROVIDE HOUSEKEEPING PROVIDING HOUSEKEEPING TRS5123111

2 CLEAN AND PREPARE ROOMS CLEANING AND PREPARING TRS5123112

3 PROVIDE VALET/BUTLER PROVIDING VALET/BUTLER TRS5123113

4 LAUNDRY LINEN AND GUEST LAUNDERING LINEN AND TRS5123114

5 CLEAN PUBLIC AREAS, CLEANING PUBLIC AREAS, TRS512309115

6 DEAL WITH/HANDLE DEALING WITH/HANDLING TRS5123122

Document No. HSKP02-18001

Qualification Title : HOUSEKEEPING NCII

Unit of Competency : PROVIDE HOUSEKEEPING SERVICES TO GUESTS

Module Title : PROVIDING HOUSEKEEPING SERVICES TO GUESTS

Upon completion of this module, you must be able to:

 Receive housekeeping requests.

 Service housekeeping requests.

 Provide advice to guests.

 Liaise with other departments.

Document No. HSKP02-18001

 Service housekeeping requests.

 Provide advice to guests.

 Liaise with other departments.

1. Guest/staff housekeeping requests and service delivery are

Students/Trainees must be provided with the following:

1. Fully operational equipment in an accommodation

Trainees will measure the underpinning knowledge and skill and

Document No. HSKP02-18001

Receive Housekeeping Requests

For any disease or accident emanating from poor housekeeping

The word “Housekeeping” refers to the upkeep and maintenance of cleanliness

Two types of Housekeeping

1. Domestic Housekeeping- refers to the housekeeping maintenance in a

Document No. HSKP02-18001

Institutional Housekeeping usually covers the following areas;

 The housekeeper must at all times exercise the qualities of integrity,

 The room size is too small

 It would become cramped for space

 Not all customers need all items

 The capital outlay for a business would be considerable

 It reduces the chance of damage and theft.

Document No. HSKP02-18001

A. Need for Item sent to the Room

 Additional equipment in their room

 Valet or laundry service

 Extra tea, coffee, sugar and milk sachets

 Extra crockery or cutlery

 Extra bathroom guest supplies.

 Additional items in compendium.

Document No. HSKP02-18001

 A power conversion board.

 Ice and ice buckets.

 Clean-up after an in-room party or entertainment.

Repair or removal of broken equipment:

 Controls for the TV

Instructions to enable them to work equipment:

Document No. HSKP02-18001