TECHNOLOGY AND LIVELIHOOD EDUCATION

HOUSEKEEPING 9

Name:_______________________ Grade Level:______________

Section:______________________ Date:____________________

QUARTER 1 – WEEK 5

LEARNING ACTIVITY SHEET

LO 2. Advise Guests on Room and Housekeeping

LESSON 2.1
Types and Uses of Different Housekeeping and Front Office Forms

The following forms should be accomplished and submitted to the executive housekeeper.

Accomplishment Report of a Housekeeper

 Daily accomplishment of a housekeeper
 Serves as basis for performance evaluation during an annual performance review. See
sample forms on succeeding pages.
“MHAIBEST HOTEL”
Housekeeping Department
Public Area Accomplishment Report
Name of Housekeeper_________________________ Date: ______________
Assigned to: __________________________________
Areas of ACCOMPLISHED JOB Other Task Verified
Assignment (place a check if applicable) Accomplished acknowledged
GC GD FC FD CC AC AR by Supervisor

LEGEND:
GC – general cleaning is accomplished
GD – garbage disposed
FC – floor is cleaned, swept, vacuumed and scrubbed
FD – furniture and fixtures are dusted and polished
CC – comfort rooms are cleaned and made-up
AC – air- conditioner exhaust are cleaned and dusted
AR – amenities such as toilet tissue, liquid soap, etc. are replenished
Other side duties accomplished _______________________________
Reported by: ______________________ Noted by: _______________________

5S’s Assessment Form

 A very systematic and rational assessment of housekeeping maintenance
 5S’s Elements:
1. SEIRI – sort
2. SEITON – systematize
3. SEISO – sweep
4. SEIKETSU – standardize
5. SHITSUKE – sustain
 Overall Assessment of 5s Application in the Workplace

POOR FAIR VERY SATISFACTORY

STANDARD
1 2 3
SORT ( ) There are many ( ) There are some items ( ) Only the necessary items
Disposing unnecessary unnecessary files, that are not necessary in are visible in the
items documents, and the workplace. workplace.
materials ( ) Unnecessary items are ( ) Trash/unnecessary items
( ) The area looks not disposed are immediately disposed
cluttered and immediately (violation (clean as you go
congested. of “clean as you go” principle)
policy
SYSTEMATIZE ( ) important and ( ) Some items are hard to ( ) Necessary items are
Arranging necessary frequently used items find. properly classified,
items in proper order are hard to find ( ) Some items are not labelled and arranged so
“All things in their ( ) Files, documents, labelled or arranged for that important and
right place”. materials are mixed easy retrieval/ use. frequently used items
up, not categorized. ( ) Necessary items are accessible.
( ) Files, documents, arranged but not well
other materials are organized or classified.
not labeled
SWEEP ( ) The place is in a ( ) The area undergoes ( ) Area is clean, dust-free
Keeping area clean mess with lots of dust not-so thorough and mark –free.
and free of dust, dirt, and dirt. cleaning. ( ) No overflowing garbage
bacterial sources ( ) Stains/spots are ( ) Some dust and dirt are or scattered trash.
visible, indicating found in hidden area ( ) Metal fixtures are
lack of regular like edges, underneath polished.
maintenance fixtures, etc. ( ) The floor is properly
( ) Sources of bacterial ( ) Some ceiling, walls, cleaned, stripped,
and pest infestation and machines, are not polished, and sealed.
are found. dusted. ( ) Right chemicals are used
( ) Trash bins overflow ( ) Sports and stains are for cleaning.
and uncovered. not removed.
( ) Foul odor coming ( ) Floor cleaning is not
from unsanitary thorough.
conditions is smelled.
( ) The floor is not
properly cleaned, not
stripped, polished,
sealed.
( ) The right cleaning
chemicals and tools
are not used for
cleaning.

POOR FAIR VERY SATISFACTORY

STANDARD
1 2 3
 STANDARDIZE ( ) No organized system ( ) Housekeeping ( ) There is an organized
Establish standards of of keeping the area procedures lack housekeeping
order and cleanliness clean. Cleaning is important details. maintenance; cleaning
and set up procedures done at random, in ( ) There are areas with done in compliance to
violation to standard undefined standards standard procedures.
procedures. and procedures. ( ) There are clear
( ) No clear ( ) Not everyone is taught housekeeping standards
housekeeping proper housekeeping and procedures. Staff are
standards are ( ) Inspection checklist is oriented about these
established or too general-lacks standards and procedures.
disseminated to all detailed standards. ( ) An inspection checklist
concerned. ( ) No documented used for spot checks.
( ) No inspection procedures on ( ) The procedures on
checklist is used for housekeeping housekeeping
spot check maintenance. maintenance are well
( ) No documented ( ) Training given to documented.
procedures provided housekeeping staff is
in housekeeping not comprehensive
maintenance.
( ) No training is given
to housekeeping staff
on proper
housekeeping.
SELF-DISCIPLINE ( ) No one checks are ( ) Compliance to 5s is ( ) Compliance to 5s is
Make the 5s a way of compliance to 5s not consistently strictly monitored by an
life, a daily habit. ( ) Deviations from monitored. audit team
standards remain ( ) Deviations from ( ) Deviations from
Ensure compliance, unnoticed and not standards not always standards are tracked
monitor results, recorded. tracked down and down and recorded.
establish ( ) There is rampant recorded. ( ) There is satisfactory
accountabilities violation of ( ) There is a fair application of 5S.
housekeeping application of 5 S’s and ( ) Erring employees are
standards and cleaning procedure reprimanded and made
procedures. ( ) Erring employees are accountable for
( ) Erring employees are made to reprimanded deviations; sanctions are
not reprimanded accordingly but enforced.
( ) Officers do not take sanctions are not ( ) Officers take the lead in
the lead in always enforced implementing 5S
implementing 5s. ( ) Not all officers take
the lead in
implementing 5S

Lost and Found Receipt

Once a housekeeper finds any item left behind in the accommodation areas he/she shall bring it
immediately to the lost- and- found section and fills-out this form:

MHAIBEST HOTEL
Lost and Found Receipt Slip

Time/Date:_________________________ Serial No. ____________________

Description of the Item:_____________________________________________
Name of Guest: _____________________________________________________
Room no./Area Found: _______________Stored At: ____________________
Turned Over by: _____________________ Dept: ________________________
Received by : _____________________ Signature: ___________________
Witnessed by : _____________________ Signature: ___________________
Released Date if claimed: ____________ Claimed by: __________________
Signature of Claimant : _________________________

Note: The attached item(s) that are covered by this slip shall be kept for safekeeping until the
prescribed period.

Original Copy: Attached to L & F Article

2nd Copy: Finder
3rd Copy: Housekeeping Office

Housekeeping Department
CONTROL FORM FOR BORROWED ITEMS

Room Number: ____________________________________________

Guests’ Name: _____________________________________________
Date: ___________________________ Time: _____________________________
Issued by: __________________________________________________________

Received one (1) unit of

_________________________________: Remote Control
_________________________________: Adaptor
_________________________________: Transformer
_________________________________: Others

__________________________
Guest Signature

Returned/retrieved from the guest on ______________________________

Received by: ________________________

NOTE: TO BE CHARGED IF NOT RETURNED

One copy: Guest
One copy: F.O Cashier
One copy: Housekeeping

ROOMBOY DAILY PRODUCTIVITY/CONSUMPTION REPORT

Date:_______________________

Room Room Time

TOTAL No. OF ROOM REPLENISHED
NO.
Status CLEANED of
Fr To InODOut Guest DIRTY
-OCCUPIED FS FS- PS PC BT HT WC BM Remarks
om s DIRTY
VD - VACANT -D S
1 2 3 4VC –5VACANT
6 CLEAN
7 8 9 10 11 12 13 14
101
102
103
104
105
106
107
108
TOTAL CONSUMPTION FOR
THE DAY
 LEGEND
PREPARED BY: __________________________________ FS Fitted sheet
Room Attendant D double
Validated/acknowledged by: _______________________ FSS Fitted sheet
single
BT Bath towel
HT Hand towel
WC Wash cloth
BM Bath mat

INSPECTION CHECKLIST
PUBLIC AREA MAINTENANCE
Instructions: Place a( √ ) mark if condition meets the standard and O if it is sub- standard.
TASKS STANDARDS CONDITION
A. Sweeping  Swept floors have no dust streaks nor show any mark.
 No dirt is left on corners, behind doors, under the
carpets etc.
B. Mopping  Water is used sparingly.
 Cleaning solutions are rinsed quickly, floor is dried at
once.
C. Floor finish  All floor are applied with thin, smooth, floor finish
 Stripping is done to avoid yellowish build up in
corners, baseboards, etc.
D. Wall washing  Streaks and lap marks are not visible. Corners and
areas difficult to reach are cleaned with a soft cloth.
 Walls are spot-free.
 Water does not run on floors and fixture.
E. Dusting  All surfaces are dust-free.
 Corners are vacuumed.
F. Window cleaning  Window glass does not have smudges or watermarks.
 Window frames and channels are thoroughly dusted.
G. Waste basket  Waste can is underlined with plastic.
 It is emptied and cleaned
H. Toilet washroom  Toilet bowls are sanitized and cleaned inside out.
 Refuse is removed, no film or soap remains on
fixtures.
 No marks or streaks on walls, fixtures, door handles,
other surfaces are found
 Walls, floors are moped, sanitized and dried.
 All metal fixtures, and hard wares are cleaned and
polished.
I. Vacuuming  All carpeted areas/upholsteries are clean, and dust-
free.
 All spots are removed.
J. Grounds  Walkways, parking spaces, and planted areas, are
maintenance clean, no litters.
 Cemented/concrete pavements are free from spots.
 Pavements are scrubbed regularly, dust-free.
 Plants are watered, pruned, and trimmed periodically.
 Soil is cultivated, fertilized, and planted regularly.
 Plant pests are controlled and eliminated upon
detection.
 Plants in boxes are watered, maintained as replaced as
when needed.
 INSPECTION CHECKLIST
ROOMS MAINTENANCE
Assigned Room Attendant:
_____________________________________ Date: ___________________
For the rating, use the code
A if acceptable (meets standard)
U if unacceptable (below standard)
NA if not applicable
O not accomplished
CONDITION
(RATING)
AREAS STANDARDS
Room Number
101 102 103 104
1. Room Entrance  Door walls and knob polished and
dust free
2. Flooring  Vacuumed and dust free
 Carpeted areas are vacuumed and
shampooed
 All spots are removed
 Stripped thoroughly
 Applied with thin, smooth floor finish
3. Ceiling  Free from dirt and cobwebs
 Exhaust is dust free
4. Furniture and  Dusted; all surfaces are free from dirt
Fixtures and spots
 Installed in their proper location
5. Dresser  Mirror is well polished without
visible streaks, spot
 Thoroughly dusted
 All surfaces are free of spot and dust-
free
6. Walls  Thoroughly dusted and free from dirt,
smudges or water marks free
 All corners and surfaces are dirt-free
 Wall frames are dusted and hanged
properly, at an eye level
7. Windows  Thoroughly dusted and are free from
dirt, smudges or water marks
 Frames, corners, channels free from
dirt
8. Waste baskets  Waste can is underlined with plastic.
 All trash and waste are properly
disposed
 Waste containers are thoroughly
cleaned and wiped dry.

Budget Variance Record

Housekeeping Department

Month Labor Expenses Supplies Repair/Maintenance

 Budge Actua Varia Budg Actua Varia Bud Actu Varia
t l nce et l nce get al nce
January P50,00 P50,0 P10,0 P20,0 P22,0 P2,00 P5,0 P3,0 P2,00
00 00 00 00 00 0 00 00 0
Februar
y
March
April
May
June
July
August
Septem
ber
Octobe
r
Novem
ber
Decem
ber
TOTA
L

ROOM STATUS REPORT

Floor/Area ______________________________ Assigned Supervisor __________________________

Date _______________________

Room/Cottage No. Room Status Remarks

AM PM

Reported by ________________________________
Inspector

DAMAGE NOTICE

Name of Guest: ______________________________________________________________

Room No.: _________________ Date: _____________________ Time: _____________

We are constrained to return to you the attached laundry items inasmuch as we have noticed the following
on the garment when it was sent to us for laundry.

( ) Discolored areas or spots ( ) Double creases ( ) Stain

( ) Deformity ( ) With shrinkage ( ) Worn-out
( ) Has shiny patches ( ) With cuts/tears
( ) Not fit for the processing you requested (i.e. not for machine wash but for dry cleaning to avoid
damage).

As these are in excess of what is normal, we can guarantee that the garment will be laundered/ dry
cleaned/pressed to your satisfaction. Please let us know what you would like us to do.

( ) The other items are being processed to avoid further delay and will be delivered to you shortly.

Your comments: _______________________________________________________________

Thank you,
LAUNDRY DEPARTMENT
 MHAIBEST HOTEL
LOSS AND DAMAGES REPORT

Date : ________________________________
To : Front Office Cashier/Desk Clerk
From: : Rooms Keeping/Housekeeping Department
Room No : __________________________________________
Lost : __________________________________________
Damages : __________________________________________

Description of item/s: ____________________________________________________

Cost: _________________________________________________________________
Reported by: ___________________________________________________________

SERVICE/MAINTENANCE ORDER

Date: _____________________________ Date Received by: _____________________

Details
Problem/Request:
___________________________________________________________________________

Location: ___________________________ Requested by: __________________________

Accepted by: _____________________________________
Status ( ) Defect corrected ( ) Pending action
Remarks:
____________________________________________________________________________
___________________________________________________________________________

PURCHASE REQUEST --- HOUSEKEEPING SUPPLIES

Items and Size/unit Par Safety Required On hand Order Unit Total
Description Stock Stock Quantity Qty Cost Cost

Ordered by ________________________ Reviewed/ Approved by: ______________________

Supervisor Purchasing Mgr.

Note: This form should have a pre-listing of stocks to facilitate recording

 DAILY/WEEKLY CONSUMPTION REPORT
Housekeeping Department

Date Items Qty. Consumed Unit Cost Total Cost

11-05 Conditioning 30pcs P5.00 P150.00
Shampoo
Bath Soap 20pcs P6.00 120.00
Facial Tissue 30bxs P15.00 450.00
Toilet Tissue 20 rolls P10.00 200.00
Total Consumption P 1,120.00

LESSON 2.2
Institutional House Rules and Procedures

Guest Safety and Security

Every accommodation facility has the liability to guarantee the safety and security of guests
and occupants. Case of accident or injury caused by safety and security hazards are all the
responsibilities of the hotel.

In like manner, Housekeepers are at risk of accidents and to injuries because of the nature of
their job. To prevent harmful incidents, they must be provided with a safe working environment,
safety tools, materials, equipment and amenities.

Safe Work Practices

A Housekeeper should be cautious and precautionary to avoid accidents in the work place,. In
addition to staff’s awareness training of the causes of fire, personal industry, they should also make
the necessary safety inspections; report to maintenance, and follow-up these reports. Hotel personnel
including all guests have to make sure that they work and stay in a safe and sound environment.

The following participants are responsible for safety in the workplace:

• You (the employee)

- Work in a safe manner at all times
• Your employer
- Responsible for providing a safe working environment for you
• Manufacturers
- Provide the hotel high safety standards equipment/cleaning agents
• Contractors
- Complete designated work within the hotel in a safe manner
• Guests
- Should use hotel properties responsibly to avoid damage.
• Everybody
- Expected to be safety conscious, to report any potential safety hazards and to make the
environment clean.

Safety Measures at Work

Following are the necessary measure that one should always observe at work:
• Remember to protect yourself always.
• Never run while at work.
• Wear safe shoes with non-slip soles.
• Report damaged handrails or fittings.
 • Barricade-off the area/section being cleaned.
• Use appropriate signs when cleaning to indicate slippery areas.
• Do not stretch in case you lose your balance and fall.
• Wear protective clothing/gloves when using chemicals.
• Use ladders properly upright when cleaning high areas.
• Replace products, such as mop heads, cloths etc. periodically.
• Display warning signs when a work is in progress.
• Avoid stretching cables across doorways, to avoid someone tripping.
• Never mix chemicals together as some mixes can become volatile.
• Never place wet hands near electrical sockets to avoid electrocution.
• Lift all items, whether vacuum cleaners or boxes, carefully. Bend your knees and keep back
straight. Do not block your eyesight by lifting too many things.
• Wear safety equipment such as gloves, ear muffs, and glasses and face masks to protect you
from potential hazards.
• Use trolleys when moving chemical containers and heavy cleaning equipment to prevent back
injuries.
• Use the right dilutions of products. It for cost efficiency cost efficiency, minimal build-up on
surfaces and less fumes or vapors.
• Do not leave equipment and rubbish in corridors or stairways. Do not block fire exits.

Safety in Room Cleaning and Servicing

Keep in mind the following safety precautions when cleaning guest rooms:

• Do not leave cleaning liquids or equipment unattended especially in the presence of children.
• Load trolleys carefully so that items will not fall-off.
• The trolley as to not block your eyesight.
• Wrap broken glasses in a paper and put them inside a separate plastic bag, before placing into a
larges trash bag.
• Do not empty ashtrays into plastic bags or cardboard boxes.
• Do not leave linens lying in piles in corridors or in fire escape routes. It may cause a fall or
prevent evacuation in an emergency situation.
• Do not move along surfaces if there are no sharp edges.
• Be careful with running hot water from bathroom taps which might hurt you.
• Let light bulbs cool down before touch in, cleaning or replacing them.
• Report any loose light fittings to your supervisor or to the maintenance department.
• Clean the other side of the bathroom first to avoid leaning on the slippery, and wet surface.
• Wet bathroom floors can be slippery; leave them as dry as possible.
• Wash your hands after cleaning the toilet when not wearing protective rubber or gloves.
• Do not grope the waste baskets without looking for broken glasses, razor blades, or any sharp
objects.
• Provide enough ashtrays for smokers to avoid using any containers that can cause fire.
• When changing beds, check for any sharp objects. It helps you turning the mattress easily and
safely.
• Furniture should not block the passages or fire exits.
• Do not stack armchairs or small tables on top of chairs when cleaning rooms. They might
topple over and hurt you.

Preventing Accidents
It is important to try and avoid accidents to occur. In case of an accident, you should
know the location of the First Aid Box and be able to use it.
• Never run.
• Prevent fall.
• Pick up immediately anything that falls on the floor.
• Avoid over-wetting floors when wash in, as they can be slippery.
• Wear suitable shoes with a non-slip sole.
 • When using a step ladder only use the area within your reach. Make sure your ladder or
working platform is safe to stand on.
• Fasten all windows before attempting to clean them. Never lean against a window when
cleaning.
• Report minor maintenance faults that could become safety hazards such as torn carpets,
damaged flooring, worn stair heads, etc.
• Bad lighting can be dangerous especially in stairwells, replace burnt out bulbs
immediately.
• Never leave subjects on the stairs.
• Prevent cuts.
- Clean up any broken glass immediately before it cuts you or a guest, wrap in a paper
before disposal.
• Prevent Electrical Shock.
- Protect electrical sockets and plugs from water.
- Do not use vacuum cleaners with frayed flexes.
• Prevent Chemical Burns.
- Replace lids tightly on all cleaning materials after use.
- Use cleaning agents according to the directions (do not mix them and follow
instructions about ventilation).
- Don’t pour cleaning materials into unlabeled containers, glasses or coffee cups.
• Prevent Personal Injury.
- Use "in and out" doors correctly.
- Never run.
- Do not leave obstacles in corridors, on stairways or blocking fire exits (e.g. trolleys,
equipment, linen bags, refuse bags).
- Do not obstruct your vision with bundles.
- Use long handled equipment carefully to avoid breaking a window or hitting
somebody.
- Do not leave cupboard doors open.
- Do not lift heavy objects without assistance.
- Do not run your hands along surfaces that you cannot see, without checking first for
protruding nails, broken glass, etc.
- If you have an incident, report immediately to your accommodation supervisor.

House Rules

All guests are expected to follow the house rules during their stay. These rules are not
intended to cover every aspect of the MHAIBEST HOTEL operations, but to highlight those
areas critical to the health, safety and general well-being of all guests and employees. The staff
of the MHAIBEST HOTEL would be delighted to address any questions or concerns you may
have during your stay.

Room Allocation
One room per family is allowed

Room Occupancy

All guests are required to register upon arrival. Most of our rooms have a maximum of
four guests. Cribs are available to accommodate an infant. These are not confirmed in advance as
they are subject to availability. If room space allows, a roll –way bed may be available to
accommodate an extra guest.

Permanent Residence

Guests are required to maintain a permanent residence other than the Mhaibest Hotel and
they must reapply for continued stay after 28 days. The Mhaibest Hotel is a temporary residence.
Orientation

We want all of our guests to feel welcomed and at home during their stay. After
completing the necessary paperwork and reading the house guidelines, all guests will receive a
short orientation. Its purpose orientation is to show you the locations and describe the many
amenities and services we provide. Guests that arrive after normal check-in times are asked to
report to the manager’s office the next morning for check-in and orientation.

Health & Safety

No smoking or drinking of alcohol is permitted at any time.

Visitors
Visitors are welcome at the Mhaibest Hotel under the following provisions:
 They must be accompanied by any guest of the Mhaibest Hotel.
 Visitors’ hours are from 9am to 9pm only. Fire department regulations require the
Mhaibest Hotel management to know the number of individuals present in the facility at
all times in the event of an emergency. For this reason, visitors must sign the visitor sign-
in sheet at the Welcome Desk upon arrival and departure.
 Visitors must stay in the visitors’ designated public areas of the house. In most cases, first
floor is a designated place.
 House guests are responsible for ensuring that their visitors follow the Mhaibest Hotel
rules.

Disturbances/ Quiet Hours

All guests. Family guests, caregivers, and their visitors must not make or permit any
disturbing conduct, music, television sound or loud noise in their rooms that may disturb other
families. Quiet hours should be observed from 10 pm until 8 am. Visitors are not allowed to
enter Mhaibest Hotel campus grounds between 9 pm and 9 am. Guests are required to sign
visitors out by 9 pm in order to comply with visitation and quiet hour policy. Any disturbances
made during quiet hours should be reported immediately to the security personnel.

Departure
Mhaibest Hotel guests must notify the Welcome Desk prior to departing. The following
procedure should be followed by guests in preparation for departure:
• Remove food from refrigerator and locker. Usable food may be placed in the community
pantry or refrigerator.
• Return all items borrowed from the library (books, DVDs, etc.).
• Remove personal items from the room. The hotel is responsible for any items left behind.
Guests will be required to pay for postage for any item they want to get returned through
mail.
• Fill out the guest satisfaction survey and demographic information and return to the
welcome desk, with room and locker keys.
• Pay any outstanding charges.
• Remember, accidents can result in injury or pain, medical expenses, etc.

Safety Use of Tools, Materials, Equipment and Amenities

 All housekeeping staff must be fully trained to ensure that they are familiar with the
proper use of cleaning agents and equipment. They can only operate machinery after they have
studied the manufacturer's instructions.

Good Working Practices and Handling Procedures.

Items Safe Handling Suggestions

•Store in a separate locked area
•Store in an original container, with a clear label.
•Use and dilute according to manufacturer’s instructions.
Cleaning Materials •Only mix cleaning agents as recommended by manufacturer.
•Follow correct ratios of cleaning agent to water
•Certain chemicals must be stored at specified temperature to
retain effectively.
•Clean, wash and rinse mops, cleaning cloths and sponges after
each use. This helps remove bacteria and allows the equipment
to last longer.
Cleaning Equipment •Empty carpet sweepers and keep bristles free from dirt and
fluff.
•Clean mop buckets after use and rinse them with disinfectant
regularly.
•Always follow manufacturer’s instructions.
•Never use electrical machinery with frayed or damaged cords.
Machinery •Empty vacuum cleaners after use so that the motor does not
burn-out, and making cleaning is more efficient.
•Avoid water and electricity coming into contact.

Procedure for Reporting Accidents

All accidents should be reported to a supervisor. It should also be recorded in the accident
book. The information required include date and time, description of the accident, the staff and
guests involved and the supervisor in attendance.

First Aid

In case of an accident where someone required first aid, immediately contact the
designated “first aid person” who is trained to give first aid treatment. However, you should
know the basic treatments for minor injuries before a trained person comes to aid.

Treating small common injuries

• Minor Burns
o Place the injured part under slow running cold water, or soak in
cold water for 10 minutes or as long as the pain persists
o Gently remove rings, watches, belts, shoes from the injured area
before the burn starts to swell
o Dress the burns with clean a sterile, non-fluffy material.
o Do not use adhesive dressings.
o Do not apply lotions, ointments or fat to burns or scalds.
o Do not break blisters or interfere with the injured area.
o Seek a professional medical area if unsure what to do.

• Minor Cuts
o Wash the cut or scrape and dress it with a clean bandage.
 o If the bleeding persists, apply a clean dressing to the wound with
firm/constant pressure, for twenty minutes.
o If in any doubt about the injury, seek medical aid.

 Difficulty in Breathing
o Loosen the clothing around the neck by unbuttoning the
shirt/blouse and any scarf/tie.
o Give the person a paper bag to breathe into steady their
breathing
o Seek a professional medical area if unsure what to do.

Proper Use of the Hazard Signs

Hazard warning signs are used to warn staff and

customers to a potential danger. Since they are
commonly used during cleaning operations, these
signs are directly situated around the target area. For
example, cleaning can cause the floor to get slippery
cleaning machines with electrical cords can be
entirely dangerous. Hazard warning signs, then
when properly placed make people cautious and
careful.

Before cleaning commences, hazard

warning signs must be in place. Cleaning can cause floors to become slippery and cleaning
machines with electrical cords can be dangerous to people in the immediate area. However, a
hazard warning sign can easily tell people to stay away and therefore avoid injury.

Thus hazard warning signs must be:

• Placed around the hazardous areas.
• Posted or installed in sufficient numbers for better visibility to indicate the scope
of dangerous areas.
• Placed appropriately as to not obstruct people.
• Appropriate to the actual danger that they are intended to warn.

Safety Inspections
It is very important to carry out regular safety inspection, to identify any potential threats
safety and security.

For example cases include:

• Worn or threadbare floor coverings which may cause pedestrians to trip and fall;
• Lights not working, particularly in areas where natural light may be less visible and
• Poor, inadequate or inappropriate storage facilities for cleaning agents and equipment.

Security in Hotels

Security refers to both the security of guests and their belongings, and the security of the
establishment itself. Consequently, almost all establishments provide security officers to make
sure that both guests and the establishment are secured all day long. Possible threats include
theft, fire, assault, etc. To maximize full safety and security, all employees share the
responsibilities in maintaining smooth transactions that follow house rules of an establishment.

Suspicious Items, Persons and Situations

Suspicious items must be reported directly to the concerned office of an establishment.

Right personnel will respond to the case according to the policies and safety protocols of an
establishment. Also, the nature of the case will undergo specific procedures based on which
office can best respond to it. For example, a stranger with a weapon must be reported to the
security department, not to the housekeeping division.

Suspicious items persons or situations may include:

• Blood-stained items
• Unattended packages in public areas, corridors or rooms.
• Drugs, paraphernalia, syringes, pipes, etc.
• Deadly weapons
• A person in a restricted area
• A person who tries to get in with or without a key
• A person seen using the service stairs
• A person in an official hotel uniform who does not look familiar
• Use of excessive force against another person
• Unusual chemical smells, smoke other than the norm, rotting smells etc.

Fire

Fire is the most threatening and the most common hazard in hotels. It can destroy the
hotel itself, and can claim lives in a short span of time. That is why people have to be more
careful in doing activities that may cause fire. People should use equipment, tools and machines
responsibly. When at hotel, all people must know the fire evaluation plan, including the rules and
regulations related to fire incidents.

Types of Fire

Class A or Ordinary Combustibles

• Includes fuels such as wood, paper, plastic, rubber, and cloth.
Class B or Flammable and Combustible Liquids and Gases
• Includes all hydrocarbon and alcohol based liquids and gases that support combustion.
Class C or Electrical
• Includes all fires involving energized electrical equipment.
Class D or Combustible Metals
• Includes metals , titanium, potassium, and magnesium.
Class K is for fires
• Includes unsaturated cooking oils in well insulated cooking appliances in commercial kitchens.

Type of Fire Extinguisher

Commonly used fire extinguishers for civilian purpose are:
• Water based extinguisher
• Dry chemical based extinguisher
• CO2 based extinguisher
• Foam based extinguisher

When using a fire extinguisher, always

 remember the PASS
•P -Pull the pin that locks the handle
•A -Aim the nozzle at the base of the fire.
•S -Squeeze the handle to discharge the
extinguishing agent.
•S -Sweep the nozzle from side to side,
to cover the fire.

LESSON 2.3
Handle Clients’ Queries through Telephone, Fax Machine, E-mail

 Tell the caller you will locate the person he is looking for when if you do not personally know
the concerned person.
 If you can’t find that person at the moment of speaking you may ask the caller to leave a message.
 If you know when the person will becomes available, then request the caller to call him at the
agreed time.
 Do not share any personal contact information with the caller especially if the caller in unfamiliar.
During a Call
 People easily become friendly and happy if their names are called correctly. Thus, make sure you
ask the right pronunciation of their names.
 While talking, you may employ back channeling practices such as, “hmm” “yes” “okay”
“alright” to hint the caller that you are still on the line thereby sustaining the conversation.
 Receiving calls can be demanding. The caller deserves enough attention from you. Although it
may be practical to multi-task, it is always appropriate not to do anything while talking someone
on the phone. In most cases, you will take down some important information while talking.
 Make your tone as friendly and cheerful possible. Try to smile while talking as it reflects in your
tone.
 Do not take any call for granted. Take it as a business opportunity for your organization.
 Request the caller to call back in case.

Other People’s Call

Useful Telephone Expressions

 Commonly used phrases and expressions used while handling calls:

 Sometimes hearing the tone may not be enough to help you identify whether your caller is male
or female. It is better to ask “How should I address you? or “May I have your name please?”.

 If you need to transfer any call then say “Please hang on a moment, I’ll put you through by
transferring this call.

 If you found the extension is unreachable o Say: “Thank you for holding. But I am afraid Mr. Y
is not available. Would you like to leave a message for him, or call back later?”
 If you found the extension is busy then say “Thank you for holding, Mr Y is busy online.
Would you like to leave a message for him or call back later? Mr. Y is busy online. Would
you like to leave a message for him or call back later?”

 To finish the conversation, say “Thank you Mr. X for calling, Have a nice day.”

 Some common phrases are: “May I have your name please”, “May I have your contact number
please”, “Mr. X please let me repeat the message…. ”Mr. X could you please hold down for a
minute.

Taking Message

Always keep a pad, pen or pencil when answering a calls. Make your handwriting legible so that
information is correctly passed on.

• Date & Time of the message

• Caller’s name
• Reason of calling
• Message left to deliver
• Name of the guest, caller calls
• Guest room number
• Caller’s telephone number, etc.

Things You Should Learn

Know, Learn and Prepare
1. You should be able to identify wha is external and internal calls are
2. You should always have a pen or pencil, and a small notepad to write down messages
and information.
3. Answer a telephone call within after 3 rings.
4. Isn’t it that this is standard opening remarks either local or international?
5. For an external call follow this procedure: Greeting, then your hotel’s name and then ask
how can you assist him. For example: Good Morning, Maibest Hotel, Anyhing ? How
may I help you?

LESSON 2.4
The Common Problems with Hotel Housekeeping

Problems are always part of the challenges in housekeeping. They may vary from guest
to another, in their degree of difficulty, to their nature of cases and circumstances.

Language Barriers
Language barrier is a common problem in the hotel housekeeping. Although enough
education of foreign language is required for the hotel attendants it takes the natives to struggle
in communicating or expressing their certain idea For example, if a cleaning chemical is
especially toxic it may be wise to tag the bottle with a red marker to indicate caution or danger.
Use particular colors to designate certain tools or equipment as safe or dangerous as well. Color-
coordinate cleaning rags with relevant cleaning chemicals can also be helpful in keeping
employees knowledgeable, efficient and safe.
Job Completion
Most housekeepers are required to refill rooms with fresh soaps, linens and towels on a
daily basis. Unsatisfied guests may arise if housekeepers cannot keep up the room amenities. To
avoid these problems, supervisors should post bi-lingual reminder notes for all housekeeping
employees. Once tasks are complete, it is recommended that housekeepers sit on the bed and
look around the room with the point of view of a guest. They should note if more vacuuming is
required or if there are any stains or leaks that need fixing.

Physical Injuries
Job injury is another problem in hotel housekeeping. If the hotel provides luxurious
amenities for their guests, housekeepers are expected to deliver more demanding tasks in the
same amount of time. Muscular and tendon strain is common that may cause or prone to injuries.

Common Problems in Housekeeping Department

● cleaning guest rooms
● cleanliness of linens too quickly
● security of personal items
● staff’s number of restocking toiletries and towels

Lesson 2.5
Handling Different Problems in Housekeeping Services

Top Ten Ways of Handling Guest Complaints:

1. Listen with concern and empathy.

2. Isolate the guest if possible, so that other guests cannot overhear.
3. Stay calm. Do not argue with the guest.
4. Be aware of the self-esteem of the guests. Show a personal interest in the problem. Use
the guest name correctly.
5. Give the guest your sincere and full attention. Concentrate on the problem, no on placing
blame.
6. Take down notes. Important information will help you get same ideas and insights.
Confirm what you write on the noted by asking follow-up questions.
7. Share with the guests what you can do at the moment. Offer options so that the clients
may have the background information and expectations. Tell the guests that company
rules and regulations will be followed.
8. Share with the guest the approximate time or duration that the action gets done.
9. Update the guest about the progress of the complaints.
10. Follow up the status of the complaints and inform the guest immediately.

LEARNING COMPETENCIES:
(TLE_HEHK9- 12HS-Ia-e-2)
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 Services
5. Observe proper handling of different problems in Housekeeping Services

Activity 1. Match Me!

Directions: Match the word in Column A with that of the description n Column B. Write the
letter of your choice in the space provided each team.
A B
___1. Sweep A. SEIRI
___2. Sort B. SEITON
___3. Sustain/Self Discipline C. SEISO
___4. Standardize D. SEIKETSU
___5. Systematize E. SHITSUKE

Activity2. Multiple Choice

Directions: Choose the correct letter of the answer, and write it on your notebook.

1. Who works in a safe manner at all times?

A. Contractors C. Employer
B. Employees D. Manufacturer

2. He/She is a person responsible for providing a safe working environment in the workplace.
A. Contractors C. Employer
B. Employees D. Manufacturer

3. He/She works with the hotel with high safety standards equipment and quality cleaning
agents?
A. Contractors C. Employer
B. Employees D. Manufacturer

4. He/She should use hotel properties responsibly to avoid damage.

A. Contractors C. Guests
B. Employees D. Manufacturer

5. He /She must complete designated work within the hotel in a safe manner.
A. Contractors C. Employer
B. Employees D. Manufacturer

Activity 3. True or False

Directions: Write True if the statement if correct and False is the statement is false. Write your
answer on the space provided.

________1. You should seldom have a pen or pencil and small notepad when answering phone
calls.
________2. You must answer a telephone call after 8 rings.
________3. If you receive a call you should say “Good evening, Front desk speaking, how may I
help you?”
________4. You should know how to transfer a call.
________5. Forget the date and the time of the message.

Activity 4. Do It Yourself Housekeeping

Directions: Go around the area or rooms in your house like bedroom, bathroom, dining room,
living room and kitchen. Identify three things in every room that may require housekeeping
services. Use the table below to present your work.

Example:
Area Housekeeping Needs
1. The toilet bowl needs to be scrubbed and
Bathroom clean.
 2.
3.

Area Housekeeping Needs

1.
Bedroom
2.
3.
1.
Bathroom
2.
3.
1.
Dining Room
2.
3.
1.
Living Room
2.
3.
1.
Kitchen
2.
3.

Scoring Rubric: The table must be answered completely with housekeeping needs
related to every area of their house.

Activity 4. Problem-Solution Planning

Directions: Think of possible solutions to the problems given below. Present the problem and
how it should be resolved.

Problems Possible Solution

1. Theft-complaint from guest for lost
belongings after the housekeeper cleaned their
room.

2. “Do Not Disturb” (DND) for long period of

time (over one day).

3. A room attendant found belongings of

guest who is already check out of the room.

4. Unusual items visible during servicing.

 5. Two guests requested housekeeping at the
same time.

Scoring Rubrics:

4-5 pts. – The solution was thoroughly explained and well-organized.

2-3 pts. – The solution was given with some minor corrections.
1 pt. – Provided a solution but no relation to the problem.
0 – Did not submit any output.

REFLECTION
Answer the following questions.
1. How important are the 5 S in assessing housekeeping maintenance?

2. Why is it important to guarantee the safety and security of guests and occupants?

3. Why is it important to handle clients’ queries through any means of communication?

ANSWER KEYS

Activity 1 Activity 2 Activity 3

1. C 1. B 1. False
2. A 2. C 2. False
3. E 3. D 3. True
4. D 4. C 4. True
5. B 5. A 5. False

REFERENCES

https://www.scribd.com/presentation/425440123/LO-2-1-Front-Office-Forms-and-Other-
Housekeeping-Forms accessed 21 August 2020

https://www.deped.gov.ph>PDFHousekeeping(NCII)-DepEd accessed 21 August 2020

httpss://www.coursehero.com/file/p3bpv1p/LO-3-Handle-queries-through-telephone-fax-
machine-internet-and-e-mail/ 21 August 2020

https://www.todayshotelier.com/2018/06/11/top-issues-and-solutions-for-your-housekeeping -
department/ 21 accessed August 2020

https://setupmyhotel.com/train-myhotel-staff/front-office-trining/94-how-to-handle-guest-
complaints-in-hotels.amp.html accessed 21 August 2020
 Prepared by:

DARLENE JOIE P. MACARAEG

TEACHER I
RAFAEL L. LAZATIN MEMROIAL HIGH SCHOOL