Welcome to

New Era University

Virtual Class
Technical Education Skills and
Development Center
(TESDC)

I am Teacher “Khai Gumatay”

 New Era University

Vision
A world-class Institution of learnings with a unique Christian culture of
Excellence, discipline, and service to humanity

Mission
Provide quality education anchored on Christian values with the prime
purpose honor and glory to God
 Student Modules

Congratulations on joining this course. This Student Modules is one part of a ‘toolbox’ which is a
resource provided to the students, trainers or teachers to help you become competent in various areas
of your work.
The ‘toolbox’ consists of three elements:
A Student Modules for you to read and study at home or in virtual class
A Teacher’s Guide with Power Point slides to help your Student explain the content of the training
material and provide class activities to help with practice
An Assessment Manual which provides your Instructor with oral and written questions and other
assessment tasks to establish whether or not you have achieved competency.
CHAPTER 1.
HOUSEKEEPING
FUNDAMENTALS

Module 1: Provide Housekeeping Services to Guest

 HOTEL CODES AND REGULATIONS

Hotel rules and management policy or agreement between the guest and the hotel. Usually these policies are
mentioned on the guest registration card which is signed by the guest at the time of check-in.
In addition, a copy of rules and regulation is also kept in all guest rooms for guest to read and understand the
management policies. This may also include the local government policies which have to be followed by the
guests.
CODES USED IN THE HOTEL LISTINGS
Information on hotel amenities is deemed accurate, but should be confirmed when reservation are made.
1. A = AAA discount available
2. B = Complimentary breakfast
3. C = Complimentary Coffee
4. D = Complimentary evening cocktail
5. E = European style hotel
6. F = Free local phone calls
7. FP= Fireplaces
8. G = Parking available
9. H = Complimentary use of health facilities
10. HL = Historic landmark
11. I = In-room appliances-coffee maker, iron/ironing board, and hairdryer
12. J = Complimentary use of Penn health facilities
13. K = Kitchen facilities
14. L = Complimentary local transportation shuttle ( as available)
15. M = No maid service
16. N = Complimentary daily newspaper
17. NHRP = National Register of Historic Places 27. WD = Washer/dryer available
18. O = Only accommodations are shared baths 28. X = Free
19. P = Indoor Pool
20. Q = Evening Snacks
21. R = Reserved rooms for NWAV 24
22. S = Some accommodations are for shared baths
23. T = Complimentary after tea
24. U = Complimentary center city shuttle service
25. V = Valet parking available
26. W = Complimentary wine and cheese
 ROOM STATUS
TERMINOLOGY/DEFINITION FOR
HOTELS
During the guest stay, the housekeeping status of the guest room changes several times. The
various terms are defined typical of the room status terminology of the lodging industry. Not every
room status will occur for each guest during his/her stay at the hotel. Changes in this status should
be promptly communicated to the front office in order to maximize the room sales and revenue.
Maintaining timely housekeeping status requires close coordination and cooperation between the
front desk and the housekeeping department for the Non-Automated/ Semi-Automated hotels.
1. OCCUPIED - A guest is currently occupying in the room.
2. STAY OVER -The guest is not expected to check out today and will remain at least one more
night.
3. ON-CHANGE - The guest has departed, but the room has not yet been cleaned and ready for
sale
4. DO NOT DISTURB – the guest has requested not to be disturb.
5. CLEANING IN PROGRESS – Room attendant is currently cleaning the room.
6. SLEEP-OUT – A guest is registered to the room, but the bed has not been used.
7. SKIPPEER – The guest has left the hotel without making arrangements to settle his or her account.
8. VACANT DIRTY – Unoccupied room needs to be cleaned.
9. OUT OF ORDER (OOO): Rooms kept under out of order are not salable and these rooms are deducted
from the hotels inventory. A room may be out-of-order a variety of reasons.
10. OUT OF SERVICE (OOS): Room kept out under of service are not deducted from the hotel
inventory. This is a temporary blocking and reasons may be bulb fuse, TV remote not working,
kettle not working etc.
11. LOCK OUT – The room has been locked so that the guest cannot re-enter until he or she is
cleared by a hotel official.
12. DNCO ( did not check out ) - The guest made arrangements to settle his or her bills ( and thus
not a skipper ), but has left without informing the front desk.
13. DUE OUT – The room is expected to become vacant after the following guest checks out.
14. CHECK-OUT – The guest has settled his or her account returned the room keys, and left the
hotel.
15. LATE CHECK-OUT – The guest has requested and is being allowed to check out later than
the normal / standard departure time of the hotel.
 SELF-CHECK 1.1
Make one slide for your answer!!!

NAME: DATE:
TRAINER: YEAR

Define the following Terminology:

1. Cleaning in Progress
2. Do Not Disturb
3. Sleep-out
4. Vacant and Ready
5. Skipper
 INTERPERSONAL SKILLS:
COMMUNICATION AND LISTENING
SKILLS
INTRODUCTION: In order to establish yourself as a better housekeeping employee, you must be
fluid in your capabilities interpersonal to communicate, not just to fellow employees, but more
importantly to your guests. The following content will add you to bridge expound your
communication skills to achieve the said goal.

LIST OF INTERPERSONAL SKILLS: 10 Must-Have Attributes

LIST OF INTERPERSONAL SKILLS:
The difference between good employees and great employees is not always something you
can put finger on. If they’re a pleasure to work with, why? If they exceed every expectation,
what are their secrets?

1. Verbal Communication
Yes, as opposed to non-verbal communication, which well address next. Within verbal
communication there are number of other skills that we’ll talk about later, too such listening
and questioning, but for now we are primarily concerned with effective speaking.
2. Non-Verbal Communication
Is largerly underrated and underestimated. Those who can communicate non-verbally can
almost subliminally reinforce what they are saying verbally. They can also exude confidence, or
any other emotion they feel, not to mention respond tactfully to a conversation without saying a
single word. While controlling body language is no easy task, with the five-star course you can
learn how to interpret the body language of others while learning how to non-verbal
communication skills.
3. Listening
This is the only appropriate way to follow two topics on communication. If non-verbal
communication. If non-verbal communication is underrated, the listening isn’t even the charts.
And yet without listening effectively, how can you interpret and respond appropriately?
4. Questioning
Questioning is a great way to initiate a conversation. It demonstrate interest and can
instantaneously draw someone into your desire to listen. Smart questions show that you know
how to approach problems and how to get the answer you need. Fortunately questioning can be
learned more easily than other skills on this list.
5. Manners
Good manners tend to make many other interpersonal skills come naturally. With business
becoming increasingly more global, even foe small businesses, manners are important than ever.
A basic understanding of etiquette translates to other cultures and their expectation.
6. Problem Solving
A rare would be one without problems. What makes this a skill is not necessarily how
quickly you can solve a problem, but how you go about doing it. No plan is a guarantee so
there is always an element of risk. Some people can weigh risk better than others.
7. Social Awareness
is crucial in identifying opportunities, as well. People with often unconsciously test
someone’s ability to respond to a social situation; for example, A person who is struggling
professionally will be desperate for help but naturally wary on revealing the fact the facts that
he needs it. Being able to identify something like this demonstrates that you are operating at a
higher level of social awareness.
8. Self-Management
Self-management allows us to control our emotions when they are not aligned with what
would be considered appropriate behavior for a given situation. This means controlling anger,
hiding frustration, exuding calmness, etc. Undoubtedly there are times to show your true colors,
but remaining composed is almost always the desired course of action.
9. Responsibility And Accountability.
Are two reliable indicators of maturity. Saying you are going to do something and then
actually doing it is a sign of responsibility, This builds trust between yourself and those who
rely on you and it encourages other to seek your counsel and assistance.
10. Assertiveness
After all this listening and respecting others, there is no denying the importance of being
assertive. However, this is also where you are most likely to offend or come off as too
aggressive. Being assertive is the only way to get your ideas into a competitive table.
It also means standing up for what you believe in, defending your ideas with confidence,
instructing others on what needs to be done.
 SELF-CHECK 1.2
Make one slide for your Answer!

NAME: DATE:
TRAINER: YEAR:

Define the following terminologies based on the Information Sheet

1. Manners
2. Self-Management
3. Social Awareness
4. Assertiveness

NOTE: See you in next class!!!