HOUSEKEEPING

NCII
HOME ECONOMICS
LO1. Recognize Personal
Entrepreneurial
Competencies in
Housekeeping Services
 Module Title:
Introduction to
Housekeeping Services
NCII
Objectives:
At the end of this module, the learners should be able to:
A. Understand the nature of the subject Housekeeping
Services NCII
B. Appreciate the importance of housekeeping services in
the hospitality and tourism industry as a career and as
a potential business opportunity; and
C. Identify personal entrepreneurial competencies in
Housekeeping Services and compare one’s PECs with
those of a practitioner/entrepreneur.
Pre-Test:

Mr. Nestor dela Torre, formerly a Room Attendant in a deluxe

hotel retired from his employment and decided to put up his
cleaning service business. Let us guide him to become an
entrepreneur by answering the following questions.

1. What qualities of a future entrepreneur should he possess?

A. Committed C. Confident
B. Disciplined D. All given may be possible answer
2. Which of the following is NOT considered a
characteristic of a good entrepreneur?
A. Coping with Failure C. Persistent
B. Irritated D. Opportunity Seeker

3. If he wishes to expand his business, what

characteristic should he possess?
C. Opportunity seeking C. Possess people skills
D. Profit-oriented D. Has Initiative
4. His is thinking of offering his services to hotels and lodging
houses only because he believes that cleaning services is limited
to these areas only. Is his belief correct?
A. True
B. False

5. In order to gain full confidence that he has the

competencies in housekeeping services, he intends to take up
NC II in Housekeeping services but he must prove he is
competent in all areas. How many competencies must he
possess to be able to be certified as competent?
A. Four B. Five C. Six D. Three
 WHAT IS
HOUSEKEEPING?
Lesson: Introduction to Housekeeping Services NCII

Introduction
This module in Housekeeping Services NCII is designed to enable senior
high school students to develop knowledge, skills and attitudes to perform
the tasks on Housekeeping. Completion of the module will help the
students to undertake assessments in National Certificate Level (NCII).
The module covers six core competencies, namely
1) providing housekeeping services;
2) preparing rooms for guests;
3) cleaning premises;
4) providing valet/butler services;
5) laundry linen and guests clothes; and
6) deal with/handle intoxicated guests.
 Based on the Oxford Dictionary of English, housekeeping
refers to the management of duties and chores involved in the
running of a household, such as cleaning, cooking, home
maintenance, shopping, and bill payment. These tasks may
be performed by members of the household, or by other persons
hired for the purpose. Thus, housekeeping services may be
referred to the provision of services for hire or as part of the
duties of a janitorial service, housekeeping department of a
property such as a hotel, condotel and lodging facilities or as an
entrepreneurial venture.
 Housekeeping means performing all the duties
towards cleaning, maintaining orderliness, and
running a house or a business property. In case of
hotels, the housekeeping duties involve maintaining the
hotel to the best possible state in terms of cleanliness,
and keeping it at highly desirable ambience.
 Entrepreneurial venture can be defined
as an organization that places innovation
and opportunism at its heart in order to
produce economic or social value.
Importance of Housekeeping Services in the Hospitality Industry

The art of keeping one’s area immaculately clean, organized

and germ-free or sanitized is now everybody’s concern. Thus,
housekeeping is a component of a cleaning and janitorial
services, and the business of providing housekeeping service
has become so much more in-demand during these days of
Covid-19 pandemic. The lifestyle of condominium living also
makes housekeeping services an essential consumer service for
households, not only as services limited to the hospitality and
tourism industry.
 There is an increasing demand for outsourced
cleaning services in the country today. Many
businesses engaged in cleaning and janitorial
business see an expansion of clientele profile,
including those that are living in condos, condo
rentees, Airbnb unit owners, as well as home
owners in high subdivisions (philstar.com and
sunstar.com).
Personal entrepreneurial competencies in
Housekeeping Services

In this module, we will explore housekeeping

services from the point of entrepreneurship, on its
potential to be a source of income for those with the
skills and capabilities to see and evaluate business
opportunities and for those who already possess the
technical skills of housekeeping services.
What would it need to be an entrepreneur?

Entrepreneurs possess competencies referred to as

entrepreneurial competencies that are important
characteristics possessed by an individual in order to
perform entrepreneurial functions effectively. In this
module, you will learn some of the most important
characteristics, attributes, lifestyle, skills and traits of
a successful entrepreneur or an employee to be
successful in a chosen career.
 Here are the important characteristics of a good
entrepreneur:

 Hardworking - this means to working diligently and being

consistent about it. Hardworking people produce results in
terms of good products and good services and they
continuously work on improving their performance.

 Confident - this means to rely on one’s ability and

judgment. Confident entrepreneurs believe in themselves to
cope with the risks of operating their business.
 Disciplined - entrepreneurs stick to their plans and
eliminate those which are not important.

 Committed - good entrepreneurs assume full responsibility

over their business and ensure they are fully committed to
making the business successful.

 Ability to accept change - a good entrepreneur can adjust

to changes and benefit from the positive side of changes
brought about by forces or factors not within one’s control.
 Creative - in a competitive environment, a good entrepreneur will do
well to be creative and innovative in order to have an edge over
competitors.

 Has the initiative - this means taking the lead to act instead of
reacting. Good entrepreneurs can spot and take advantage of
opportunities, by taking steps to solve the problems or unlocking
difficulties without being told to do so.

 Profit-oriented - an entrepreneurs undertake the business to generate

profit or gain additional income in a legal and ethical manner. A good
entrepreneur must ensure the business is self-sustaining
The attributes are ideal yet in order to be more successful,
studies show the following are important skills of a successful
entrepreneur:

 Excellent Planner - this involves strategic thinking and goal

setting to achieve objectives and maximizing all available
resources. A successful entrepreneur sets specific,
measurable, attainable, realistic an time-bound (SMART)
goals and use logical step-by-step plans to reach their goals.
They monitor progress towards achievement of goals and
take necessary steps when actual results differ from plans.
 Possesses people skills - people skills refer to
effective and efficient communication and build good
relationship with the people within and outside of
the business unit.

 Sound decision maker - successful entrepreneurs

have the ability to think quickly and decisively to
make wise decisions towards a pre-determined set of
objectives. Decisions are fact-based and solution-
driven.
ACTIVITY:

Using the PECs Checklist, assess yourself by

putting a check (/) mark in either strengths or
development areas column. Interpret the results
by counting the total number of check marks in
each of the columns. After accomplishing the
checklist, form a group and share your insights
on the result of the personal assessment.
 Personal Assessment in terms of:
Personal Entrepreneurial
Competencies Strengths Development Areas

Hardworking - works diligently

Confident - self reliance on one’s

ability

Disciplined- always stick to the

plan

Committed - solid-dedication

Ability to accept changes -

adaptable
 Personal Assessment in terms of:
Personal Entrepreneurial
Competencies Strengths Development Areas

Creative - innovative to have edge

over other competitors

Profit-oriented - ability to earn

revenue/earn other income

Excellent Planner - strategic

thinking and setting of goals

Possess people skill - effective

and efficient communication skills
and relates well to people
Sound decision maker - makes
sound decisions toward set goals
Interpretation or Insight:

_______________________________________________________
_______________________________________________________
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_______________________________________________________
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_______________________________________________________
_______________________________________________________
_______________________________________________________
_____________________________________________
Housekeeping services is both an entrepreneurial and career
opportunity. It is an in-demand service due to the changing
lifestyle of people and the benefits of outsourcing services for
companies. What qualities or characteristics of an
entrepreneur can enable him/her to go into housekeeping
service business?
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
VALUING: If I my PECs show I have more qualities that show
I have what it takes to be successful in business, I would
choose to go into _______________________ (kind of business
you will put up) because

____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
POST-TEST:

Direction: MATCHING TYPE. Match the entrepreneurial competencies in

Column A with their meaning in Column B. Write the letter of the correct
answer in your notebook.

A B
_____1. Creative a. Make a wise decision toward the set objectives
_____2. Profit-oriented b. Strategic thinking and setting of goals
_____3. Disciplined c. Trust in one’s ability
_____4. Decision-making d. Adoptable to change
_____5. People-skill e. Innovative to have edge over other competitors
______6. Planner f. Solid dedication
______7. Self-confidence g. Skillful in record
keeping
______8. Hardworking h. Always stick to the plan
______9. Ability to accept change i. Work diligently
______10. Committed j. Effective and efficient
communication and
relation to people
k. Always looking for
income
Direction: Write the word True or False before the number.

1. Before one goes fully into business, it is important to find out first
what kind of product or service you will offer.
2. Dry Cleaning and Laundering is not a service under the
Housekeeping services that can be considered for business.
3. Commercial Cleaning is the most common service offered in the
cleaning industry.
4. No company dominates the cleaning service industry, thus there
are plenty of opportunities even for small businesses.
5. The first major component in customer analysis is identifying
target market segments.
Market for Housekeeping Services

Players/Competitors in the Cleaning Services Industry The

cleaning industry is a diverse industry consisting of
businesses that provide cleaning and restoration services
to both the residential and commercial markets. The most
common services include cleaning home and office interior
spaces, windows, carpets and upholstery. Individual
cleaning industry businesses often provide unique or
specialized services to set them apart from the broad range
of competitors in this industry.
Business formats range from sole proprietorship, corporations,
partnership and franchise; most engaged in outsource businesses
arrangements with clients. Hotels have in-house housekeeping
departments whose staff are on the payroll of the company, some
regularly maintained while others are under contractual services.
Small hotels outsource housekeeping and janitorial services to
keep their overhead cost low. A large number of cleaning and
housekeeping service businesses cater to big commercial
establishments due to higher revenue potentials. However, if
services is on contractual basis, their contracts are renewed
annually or on a period agreed upon with clients.
Housekeeping services likewise covers other areas like
laundry services for linen and clothing apparel with
growth of business rising with the increase in condo
living. The year 2019 has been an interesting time for the
cleaning, laundry, and sanitation industry because of the
increased demand for these services. Research study
shows that the cleaning industry is fragmented and that
no business owning an overwhelming majority of the
market. This means that there’s plenty of room for new
and expanding franchises and independent businesses to
avail of opportunities in the market.
 LESSON 2:
Recognize the potential
customer/market in
housekeeping services
Objectives:

1. Identify the major player/competitors within

the Housekeeping Services Industry;
2. Understand the different products/services
available in the market for housekeeping
services; and
3. Conduct a consumer analysis to identify the
customer’s needs and wants for housekeeping
services.
Product and Services for Housekeeping and Cleaning Services

Some of the most common business models in the cleaning industry

include:

Commercial Cleaning: This is the most common service offered

in the cleaning industry. Types of services offered here are for
offices, schools, and healthcare institutions.

Carpet and Upholstery Cleaning: Carpet and upholstery services

segment is a high-end cleaning service due to the high cost of
carpets and upholstery invested by commercial and residential
owners.
Clothing Dry Cleaning and Laundering: The dry
cleaning and laundry facilities industry offer a
range of specialized fabric cleaning and
restoration services.

Damage Restoration: Franchises in this service

provide fire and water damage restoration,
mold and mildew removal and biohazard cleanup.
Green Cleaning: Companies here offer
environmentally friendly services to meet the
demands of consumers and businesses that insist
on green alternatives to achieve the same results
as traditional processes.

Pool and Outdoor Cleaning: These are services for

outdoor cleaning needs of both residential and
commercial clients
Residential Cleaning: These are services for the
residential market with strategies that
emphasize dependability and convenience for
homeowners.

Specialized Services: The number of specialized

cleaning applications is limitless. Services vary
from commercial hood exhaust cleaning,
barbeque grill cleaning, window cleaning, and
solar panel cleaning.
The industry serviced by small businesses is
growing with many more residential clients
preferring to outsource cleaning services due to
a number of reasons lack of time to clean,
allergies, outsourcing to save money from
buying cleaning equipment, necessity to
maintain standard of cleanliness, and age
which hinders full ability to clean.
Consumer Analysis to Market Business Products and Services

Before one goes fully into business, it is important to find out

the needs and wants of your intended customers thru the
process of customer analysis.

A customer analysis (or customer profile) is a critical section of a

company's business plan or marketing plan. It identifies target
customers, ascertains their needs and then identifies how the
needs will be satisfied by the product offering. Bottom line of
customer analysis is matching customer’s behavioral profile (why
your product matches a customer’s lifestyle) and a demographic
profile (describing a customer’s demographic attributes) with your
product.
Behavioral Analysis (Customer Buying Criteria)
A behavioral analysis of customers (or psychographic profile) seeks to
identify the factors or buying criteria for the customer’s choice for
the product over its competitors. The four major criteria that
customers use to distinguish competing products are: price, quality,
convenience and prestige.

Customer Demographics
The second major component in customer analysis is identifying
target market segments that are predisposed to preferring your
products over those of your competitors. The segmentation of the
market is used in the advertising campaigns. Gender, age, ethnicity,
geography and income are all market-segmenting criteria based on
demographics.
Through consumer analysis, you can understand your
market better and will allow you to make a decision what
types of business you will setup. It is also important to
know the area or locality your cleaning service business
will operate. Consider your local area and what types of
clients you are most likely to reach in the area, and this
can help you determine whether to focus on residential
or commercial cleaning, or a combination of the two
 Let To Know Your Market! Let’s conduct a market analysis of
the market for cleaning services using the Market Survey
Questionnaire below. Do a survey of your customers by making a
survey of your classmates. Your classmates will assume/pretend a
role of someone who may need a housekeeping and cleaning
services. You may do the survey online and email the form or redo
the form in FB Messenger poll or Survey Monkey or Survey Heart
Apps. Tabulate the data and analyze the market profile. Write an
analysis of your survey and submit the result to your subject
teacher. Be sure to describe the kind of market that you surveyed
Market-segmenting criteria Customer analysis

Pool and outdoor cleaning Psycho graphic profile

Green Cleaning
Assessment:

DIRECTIONS: Identify the terms described in the following

sentences. Write the words in the space before the number. Words
to fill in are given in the word bank.

1. It seeks to identify the factors or buying criteria for the

customer’s choice for the product over its competitors.
2. Gender, age, ethnicity, geography and income are all examples of
these.
3. It is a critical section of a company's business plan.
4. Services directed towards customers who want to have
environmentally-friendly alternatives for cleaning.
5. These are services for outdoor cleaning needs of both residential
and commercial clients.
Direction: Write the word True or False before the number.

1. The customer analysis identifies target customers, ascertains their needs and then
identifies how the needs will be satisfied by the product offering.

2. Dry Cleaning and Laundering is an example of a service under the Housekeeping

services that can be considered for business.

3. Commercial Laundry is the most common service offered in the cleaning industry.

4. There are many businesses already established in the cleaning service industry,
thus it will be difficult to get into this kind of business.

5. The four major criteria that customers use to distinguish competing products are:
location, quality, convenience and prestige.
LESSON
Skills of a
3 Good
Housekee
per
Objectives:
1. Explain the implementing Hotel Code, Rules and Regulations;
2. Differentiate the interpersonal and intrapersonal skills of a
good housekeeper;
3. Describe the standards of grooming and hygiene for
housekeeping staff; and
4. Appreciate the importance of grooming standards and hygiene
housekeeping staff.
5. Enumerate bedroom and bathroom amenities offered in an
institution
6. List down procedures in conducting room check, turn down
and make up beds
7. Demonstrate proper handling of guests’ requests in
housekeeping following safety and security standards
Directions: True or False. Write the word before the number if the
sentence is correct and False if the statement is incorrect.

_________1. “A hotel guestroom should have cold drinking water and

glasses in each bedroom.” This is an example of a hotel code.
_________2. Examples of interpersonal skills are self-esteem, open
mindedness, and being aware of your own thinking.
_________3. The role of housekeeping staff is to ensure that guests are
safe and comfortable in their ‘home away from home’.
_________4. “Buffet breakfast should be from 07:00 till 10:00 hours” is
an example of a rule found in Republic Act NO. 7160.
_________5. The Housekeeping department primarily communicates
with the front desk/reception team.
 From the past module, we learned about the
different markets for housekeeping services.
If we wish to make money out of the skills we
have in cleaning what are the possible
services that we can offer to the market?
Skills of a Good Housekeeper

Housekeeping may be defined as ‘provision of a clean,

comfortable, safe and aesthetically appealing
environment’. By another definition, ‘housekeeping is an
operational department in a hotel, which is
responsible for cleanliness, maintenance, aesthetic
upkeep of rooms, public areas, back areas and the
surroundings. The daily recurring tasks of cleaning may
be performed by any members of the household, or by other
persons like butler or maids who are hired for the purpose
Role of Housekeeping

Housekeeping ensures the cleanliness, maintenance, and aesthetic

appeal of all rooms and public areas. The housekeeping staff performs
not only turnarounds (prepares and clean guestrooms) on a timely
manner but also cleans and maintains everything in the property so that
its high standard of cleanliness and sanitation is constantly maintained.
The department primarily communicates with the front desk/reception
team and vice versa with housekeeping for the updating of room status;

The department likewise coordinates closely with the maintenance or

engineering department for maintenance issues. The role of
housekeeping staff is to ensure that guests are safe and
comfortable in their ‘home away from home’ and enjoy their room
in the same manner as they would enjoy their own house.
Housekeeping departments operate within hotels, motels,
clubs, resorts, chalets, hostels, passenger ships and
trains and serviced apartments.

In hotels, the housekeeping staff who cleans the

guestroom is called Room Attendant (RA) while
housekeeping staff in a Luxury Ship is called Cabin
Attendant.

Those who are assigned to clean public areas and

hallways in the hotels are called Public Area Attendants
Professionalism of Housekeeping Staff, Integrity and
Confidentiality of Guest Information

As part of their cleaning duty, housekeeping staff who enter

occupied rooms must ensure that the integrity and
confidentially of guests are upheld at all times. In addition, staff
are expected to conduct themselves in an honest and
professional manner.

Therefore any hotel staff members who perform any activities in a

guest room must NOT:

 Read confidential or personal information or examine items

belonging to guests
 Use or consume guest items such as perfume or chocolates
 Share guest information with others
 Share information relating to guest activities
to others.
 Discretion is very important. Hotel staff must
maintain the quality of being discreet,
especially with reference to the guests and
their own actions, speech, prudence or
decorum.
A room attendant is an employee of the tourism or hospitality
organization, and employees are “the face of the business” in the
eyes of the guest. Their appearance must be in line with company
policy and professional industry standards. Strict hygiene and high
grooming standards are expected to be observed in keeping with the
ambiance of the organization.

 Clothing - All clothes should be clean at the start of each day,

replaced if soiled to a unsuitable standard. Worn in the correct
manner and shoes to be suitable for the role.

 Name Badge - A staff member must wear their name badge at all
times, normally worn on chest on the left.
 Hair - short and neat cut hair for men,
tight or pulled back hair for women, and
in natural hair colour. Men to have well
trimmed facial hair or to be clean shaven.

 Nails - short and well trimmed with no

bright nail polish and cleaned on a
regular basis.
 Jewellery - one dress ring or wedding
ring and suitable watches. No other
jewellery such as bracelets, earrings,
nose rings or necklaces.

 Make up - no excessive make up and

no visible tattoos
 Odour - no excessive perfumes. Staff should use
deodorant on a regular basis. This is important in a
labour intensive role like cleaning rooms.

 Personal hygiene - must be strictly observed with

regular bathing before work, teeth brushed, hands and
face regularly washed and cleaned.

 Personal belongings - no personal bags in work areas

and staff not allowed to carry mobile phones. In some
establishments, paging devices are provided.
Duties of the Housekeeping Attendants

The job title of the person directly responsible for the upkeep of
the guest rooms is usually called Guest room attendant (GRA)
but term varies with each property or company. Terminologies like
Room Attendant (RA) are interchanged with GRA, Chamber Maids
and Housekeeper.

The GRA/RA reports to the Floor Supervisor, who in turn reports

directly to the Executive Housekeeper who is the head of the
Housekeeping Department.
Duties of the Housekeeping Attendant are:

1. Cleans the rooms

2. Change guestroom and bathroom linen.
3. Make guest room beds.
4. Replenish guest supplies.
5. Answer guest requests promptly on the floor.
6. Responsible for collecting guest laundry.
7. Servicing of rooms in the evening (turndown service) and also
provide second service.
8. Handover lost and found articles if any found in the room
9. Replenish maids cart with supplies for the next shift
10.Arrange and stock the pantry with linen and supplies.
 Proper
handling of
housekeeping
requests
Proper handling of housekeeping requests

Types of Guest Rooms

An understanding of the different room features and configurations

can make Room Attendants respond to guest requests more
efficiently because they are familiar with the types of bedding and
amenities found in the guestrooms. The amenities included in a
room or upon request differ depending on the type of
accommodation provided. Guests may request items across a range
of accommodation properties for a wide variety of reasons.
In hotels room categories vary according to the type of bed, number
of occupants, number of bed, decor, specific furnishings or features
and nowadays even by the themes of the rooms. Even though rooms
may vary, the following room-type definitions are common:

Single: A room assigned to one person. May have one or more beds.
Double: A room assigned to two people. May have one or more beds.
Triple: A room assigned to three people. May have two or more
beds.
Quad: A room assigned to four people. May have two or more beds.
Queen: A room with a queen-sized bed. May be occupied
by one or more people.
King: A room with a king-sized bed. May be occupied by
one or more people.
Twin: A room with two beds. May be occupied by one or
more people.
Double-double: A room with two double (or perhaps queen)
beds. May be occupied by one or more people.
Studio: A room with a studio bed – a couch that can be
converted into a bed. May also have an additional bed
Types of Suites can include:

Master Suite: A parlour or living room connected to

one or more bedrooms.

Mini-Suite or Junior Suite: A single room with a

bed and sitting area. Sometimes the sleeping area is
in a bedroom separate from the parlour or living
room
Other types of rooms can include:

Connecting rooms: Rooms with individual entrance

doors from the outside and a connecting door
between. Guests can move between rooms without
going through the hallway.
Adjoining rooms: Rooms with a common wall, but no
connecting door.
Adjacent rooms: Rooms close to each other, perhaps
across the hall.

These rooms can contain their own spaces that require servicing such as:
bathroom, bedroom, lounge/living area, kitchen/kitchenette, balcony area
lobby or vestibule.
Types of Guest Requests:

There may be many times during a shift when the room attendant will
have to handle guest requests and the reasons can vary such as:

 Need for item sent to the room which may not be part of the
amenities;
 Additional equipment in their room – because they have needs
during their stay that are not accommodated by the normal in-room
items;
 Valet or laundry service – common among long stay guests;
 Additional bedding – where the existing bedding is unsuitable,
uncomfortable or insufficient;
 Extra tea, coffee, sugar and milk sachets – a common
request where the guests spend a lot of time in their
room;
 Extra crockery or cutlery – where the room features a
kitchen or kitchenette this is also a common request
especially where guests want to entertain in their rooms;
 Vases – for flowers that have been delivered to them;
 Replacement items such as hair dryers, toasters, irons
and electric jugs to replace items that are not working.
 Extra bathroom guest supplies – another common request for long term
guests: guests with long hair often ask for extra shampoo and conditioner
 Additional items in compendium – such as letterhead paper, envelopes,
postcards, pens, note paper
 Additional towels – to accommodate extra showers or baths taken by the
guests: where the property has a swimming pool this is a common request
 Extra hangers for clothes, extra pillows, extra blankets
 Ice and ice buckets

Other forms of guest request are commonly for servicing of room and repairs
which needs immediate attention.
Servicing of room

Rectification cleaning - guests may request an

improvement in the servicing of room. They require
housekeeping staff to provide remedial service to the
room when the original room service is deemed by
the guest to be sub-standard
Clean-up after an in-room party or entertainment
A special room service where they have spilled
something on the floor.
 Repairs Repair or removal of broken equipment –
such as controls for the TV, DVD player, air
conditioner, broken bedside lights, free-standing
lamps

 Instructions to enable them to work equipment –

such as the TV, in-room safe, lights (especially
where room cards are needed to activate the power
to a room), heating and cooling controls.
Handling guest requests promptly
Given the many tasks set for Room Attendants to do on a daily basis which are
usually the servicing of departing and staying guest rooms, the housekeeping staff
must allow a reasonable time to respond to the guest requests as promptly as they
can and handle these requests from in-room guests in a polite and friendly manner
in accordance with all relevant house policies and procedures.

If the room attendant cannot attend to the guest immediately, they should at
least notify the guest and advise them of the assistance they will give as soon as
they become available. It is important for the room attendant to get accurate
information about the request to satisfy the guest, or pass on the request to the
appropriate department (or Floor Housekeeper) for action and follow up.

The guest should always be told of how their request is to be dealt with and be
kept informed about the progress of the request.
Accepting housekeeping requests from staff

As the department responsible for the

cleanliness of a property, the Housekeeping
Department is often called upon to handle
requests made by other departments. Therefore all
departments will have requests of housekeeping.
Similar to dealing with requests from guests, these
requests must be handled in a professional and
timely manner.
Types of staff requests may be varied depending on
each specific situation, however there are some
common staff requests including:

Cleaning
 Cleaning duties - of items such as furniture,
carpets, equipment, windows, floors and bench
surfaces Cleaning of in-house facilities – including
public areas, change rooms and offices
 Emergency cleaning – unexpected cleaning
requests
 Cleaning and servicing of staff changing rooms.
Staff Uniforms

 Order and supply of staff uniforms

 Providing laundry service – many properties operate their own on-
premise laundry whilst other venues will use the services of an
outside commercial laundry. Most staff uniforms will be cleaned
through the housekeeping department.

Provision of Supplies
 Cleaning products, rags & equipment
 Chemicals
 Clean linen for F&B departments
 Towels for gymnasiums.
Security
 Check rooms and floors for safety concerns
 Ensure guest room and emergency doors are shut
 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.
Types of Housekeeping and Front Office

Forms and reports play an important role in managing the housekeeping

department’s activities. These serve as evidence in case incidents occur and
reports are also very useful in keeping track of important information. The
gathered information may be used in making crucial decisions that could
affect the establishment. A housekeeper must be well-knowledgeable in filling
out the following housekeeping forms:

 Housekeeping Daily Assignment Checklist;

 Maintenance Request Form;
 Housekeeping Work Order Form;
 Guest Room Cleaning Checklist;
 Stock Requisition Form; and
 Lost Property Report.
 The housekeeping attendant’s daily assignment checklist is a form used by

housekeepers or room attendants, to record the tasks they have done during their shift. This

form is provided to the housekeepers during the morning briefing. This also helps them plan

their work for the day, such as:

 Before a room is serviced, list down the time they have entered the room and their time
out after completion;
 The room status must be logged before and updated after service; The number of extra
beds or cots placed; and
 The number of linens replaced in the room must also be listed.
A maintenance request form is used whenever the housekeeping department receives
guest reports regarding issues in their rooms. Common issues for maintenance are faulty
equipment (such as the water heater in the shower or the lamp/s on the bedside table/s
aren’t working), electrical and broken furniture.
The housekeeping work order form is used when there are work requests
from other departments that housekeepers must perform outside their daily
tasks, such as to help maintain the lobby area
The guest room cleaning checklist is used by the housekeeping supervisors on a daily
basis. This is done in order to check how the cleaning service for every guest room is
performed and to assure that the tasks are well carried out, in order to attain guests’
satisfaction. This is also used to establish a set of procedures that would ensure that
there are no defects on any equipment and/or furniture in each room and no missing
amenities upon the guests’ arrivals.
A stock requisition form lists the items to be picked from the housekeeping
stockroom and to be used in servicing the rooms or in refilling amenities in the guest
rooms.
The lost and found slip is a document used to track down lost-and-found items
Guest Orientation on House Rules

House rules serve as an agreement between the

guests and the establishment. Upon check-in, all guests
should read the house rules to prevent any
misunderstanding. Guests must be familiarized and fully
adhere with the house rules to avoid having
misunderstanding with the hotel management.