COMPETENCY BASED LEARNING MATERIAL

Sector: Tourism

Qualification Title: Housekeeping NC II

Unit of Competency: Provide Housekeeping Services to Guest

Module Title: Providing Housekeeping Services to Guest

Asian College of Science and Technology

Dr. V. Locsin St. Taclobo,
Dumaguete City, Negros Oriental
HOW TO USE THIS COMPETENCY BASED LEARNING MODULE

Welcome to the Module in Providing Housekeeping Services to Guest. This

module contains training materials and activities for you to complete.
The unit of competency “Provide Housekeeping Services to Guest” contains
knowledge skills and attitudes required for Housekeeping NC II. It is one of the
specialized modules at National Certificate level II.
 You are required to go through a series of learning activities in order to complete
each outcome of the module. In each learning outcome are Information Sheets, Job
Sheets. Follow these activities on your own and answer the self-check, perform the
procedural checklist at the end of each learning outcome. You may remove a blank
answer sheet at the end of each module (or get one from your facilitator/trainer) to
write your answer for each self-check. If you have questions, don’t hesitate to ask your
facilitator for assistance.
Recognition of Prior Learning (RPL)
 You may already have some of the most of the knowledge and skills covered in
this learner’s guide because you have:
 been working for some time
 Already completed training in this area
If you can demonstrate to your trainer that you are already competent in a
particular skill or skills, talk to him/her about having them formally recognized so you
don’t have to do the same training again. If you have a qualification or Certificate of
Competency from previous training, show it to your trainer. If the skill you acquired is
still current and relevant to the unit/s of competency they may become part of the
evidence you may present to RPL. If you are not sure about the currency of your skills,
discuss with your trainer.
At the end of this module is a Learner’s Diary. Use this diary to record important
date, jobs undertaken and other workplace events that will assist you in providing
further details to your trainer or assessor. A Record of Achievement is also provided for
your trainer to complete once you complete the module.
This module was prepared to help you achieve the required competency, in
Provide Housekeeping Services to Guest. This will be the source of information for you
to acquire knowledge and skill into this particular trade independently and at your
own pace, with minimum supervision or help from your instructor.
Talk to your trainer and agree on how you will both organize the Training of this
unit. Read through the module carefully. It is divided into sections, which cover
all the skills and knowledge you need to successfully complete this module.
Work through all the information and complete the activities in each section.
Read information sheets and job sheets and complete the self-check and
perform the procedural checklist. Suggested references are included to
supplement the materials in this module.
Most probably your trainer will also be your supervisor or manager. He/she is
there to support you and show you the correct way to do things.
Your trainer will tell you about the important things you need to consider when
you are completing activities and it is important that you listen and take notes.
You will be given plenty of opportunity to ask questions and practice on the job.
Make sure you practice your new skills during regular work shifts. This way you
will improve both your speed and memory and also your confidence.
Talk to more experience workmates and ask for their guidance.
Use the self-check questions at the end of each section to test your own
progress.
When you are ready, ask your trainer to watch you perform the activities outline
in this module.
As you work through the activities, ask for written feedback on your progress.
Your trainer keeps feedback/pre assessment reports for this reason. When you
have successfully completed each element, ask your trainer to mark on the
reports that you are ready for assessment.
When you have completed this module (or several modules), and feel confident
that you have had sufficient practice, your trainer will arrange an appointment
with registered assessor to assess you. The result of your assessment will be
recorded in your Competency Achievement Record.
 LIST OF COMPETENCIES

NO. Unit of Competencies Module Title Code

1 Provide Housekeeping Providing Housekeeping TRS5123111
Services to Guest Services to Guest
2 Clean and Prepare Rooms for Cleaning and Prepare Rooms TRS5123112
Incoming Guests for Incoming Guests
3 Provide Valet/Butler Service Providing Valet/Butler Service TRS5123113
4 Laundry Linen and Guest Laundering Linen and Guest TRS5123114
Clothes Clothes
5 Clean Public Areas, Facilites Cleaning Public Areas, Facilites TRS5123115
and Equipment and Equipment
6 Deal with/handle Intoxicated Dealing with/handle TRS5123122
Guests Intoxicated Guests
 MODULE CONTENT

UNIT OF COMPETENCY : Provide Housekeeping Services to Guest

MODULE TITLE : Providing Housekeeping Services to Guest
MODULE DESCRIPTOR : This module covers the knowledge, skills and
attitude in providing general housekeeping
services to guest.
NOMINAL DURATION :
LEARNING OUTCOMES:

Upon completion of this module, the trainee/student MUST be able to:

LO 1. Identify and perform different housekeeping services
 LO 2. Handle housekeeping requests
LO 3. Advice guests on room and housekeeping equipment

ASSESSMENT CRITERIA
1. Guest arrival list and guest history are reviewed based on guest folio.
2. Guest is greeted and acknowledged by use of name whenever possible.
3. Up selling and selling techniques are prepared in accordance with industry
policy and procedure
4. Guests are courteously advised on correct usage of equipment
5. Malfunctions are promptly reported in accordance with Standard Operating
Procedures, and where possible, alternative arrangements are made to meet
guest needs.
6. A collection time for requested equipment is agreed upon where appropriate.
7. Coordination with other department is done in accordance with hotel’s
organizational structure and its function.
8. Guest requests are noted and coordinated with other department concerned
 9. Requests are handles in a polite and friendly manner in accordance with the
establishment’s customer service standards and security procedures.
10. Guest is acknowledged by use of name whenever possible
11. Details of requests made are confirmed and noted in accordance with industry
procedures
12. Appropriate apologies are made when requests has arisen from breakdown in
room service
13. Timeliness for meeting requests are agreed upon with guests
14. Requested items are promptly located and delivered within agreed timeframes.
15. Items for pick-up are collected within agreed timeframes
LEARNING OUT COME # 1 IDENTIFY AND PERFORM DIFFERENT
HOUSEKEEPING SERVICES
CONTENTS:
1. Hotel codes and regulations
2. Interpersonal skills: Communication and listening Skills
3. Up selling and selling techniques
4. Basic operational skills on facilities and equipment
5. Personal hygiene
6. Hotel organization structure: departments and its functions “Rank and File”
7. Preparing requisitions for maintenance services

ASSESSMENT CRITERIA:
1. Guest arrival list and guest history are reviewed based on guest folio.
2. Guest is greeted and acknowledged by use of name whenever possible.
3. Up selling and selling techniques are prepared in accordance with industry
policy and procedure
4. Guests are courteously advised on correct usage of equipment
5. Malfunctions are promptly reported in accordance with Standard Operating
Procedures, and where possible, alternative arrangements are made to meet
guest needs.
6. A collection time for requested equipment is agreed upon where appropriate.
7. Coordination with other department is done in accordance with hotel’s
organizational structure and its function.
8. Guest requests are noted and coordinated with other department concerned.

CONDITION:
Students/Trainee must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
 Telephone
 Computer
 alarm clock
 air conditioning unit
 television and video player
 Shower (with hot and cold)
 electric fan
 Refrigerator

3. ACCESSORIES AND SUPPLIES

 Pen and paper
 Housekeeping/ FO forms
 room supplies and amenities
4. TOOLS/MATERIALS
 Tapes
 Brochures/ manuals
 Guest folio, guest list
 caution signs
ASSESSMENT METHOD
 Interview (oral/ questionnaire)
 Observation
 Demonstration of Practical Skills
 Written examination
 Learning Experiences

Learning Outcome 1 : IDENTIFY AND PERFORM DIFFERENT HOUSEKEEPING

SERVICES
Learning activities Special instructions
1. Read information sheet 1.1-1
Types of Housekeeping & Scope of
Housekeeping Maintenance
2. Answer self-check 1.1-1
3. Read information Sheet 1.1-2
Housekeeping Organization
4. Answer self-check 1.1-2
After reading the learner is encourage to
answer self check 1.1-1
Compare the answers to the answer key.
After reading the learner is encourage to
Answer self check
Compare the answers to the answer key.
5. Read information sheet 1.1.3 Read Information Sheet. After reading
Maintenance Order or Service Request the learner is encourage to answer self-
check 1.1-3
6. Answer self-check 1.1-3 Compare the answers to the answer key

7. Perform Job Sheet 1.1-1 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
 activities

8. Read information sheet 1.1.4 Read Information Sheet. After reading

Review Guest Arrival List and Guest the learner is encourage to answer self-
Folio check 1.1-4
9. Answer self-check 1.1-4 Compare the answers to the answer key
10. Perform Job Sheet 1.1-2 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
activities
 Information Sheet 1.1-1

Types of Housekeeping & Scope of Housekeeping Maintenance

Learning Objectives: After reading the INFORMATION SHEET, you must be able to:
1. Identify the types of housekeeping & scope of housekeeping maintenance.
Types of housekeeping
1. Domestic Housekeeping- refers to housekeeping maintenance in a house. It
covers bedrooms, kitchen, dining, receiving area, grounds and the
surroundings areas within the house.
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 Rooms and restaurants
 Offices
 Stairways
 Windows
 Stores, concessionaire shops
 Grounds
 Linen and Laundry area.
It does not include the kitchen and dining areas since these are handled by the
Food and Beverage Section.
 Housekeeping job in commercial establishments is more complex to manage as
compared to domestic housekeeping. With a lot of guests to attend to, housekeeping
responsibilities have to be distributed to several sections of the housekeeping
department. One section attends to the maintenance of guestrooms; another to public
areas while separate one takes care of efforts have to be well coordinated among the
various sections to ensure efficient housekeeping maintenance.
SCOPE OF HOUSEKEEPING MAINTENANCE
The responsibilities of the housekeeping Department include the following:
1. Guestroom Maintenance
a. Maintaining the cleanliness and orderliness in the guestrooms
 b. Furnishing the room with the necessary amenities and supplies such as
bed, linens , appliances, etc.,
c. Attending to service request of house guests
d. Keeping the area free of safety hazards.
2. Maintenance of Public Areas
a. Maintaining the cleanliness and orderliness in all public areas which
include lobby, corridors
b. Maintaining and up keeping the surroundings of the building by keeping
it clean and free of liters.
c. Maintaining an attractive landscape to enhance eye appeal.
 d. Keeping the public areas free of safety hazards
e. Undertaking minor repair like busted bulbs, broken furniture, etc.
3. Maintenance of Linen/Laundry Service
a. Collecting and delivering laundry items for house guests or in house
occupants.
b. Washing drying, ironing guest laundry as well as linens used in banquet
functions, food service and guestrooms
c. Mending service
4. Washing, Issuance, Repair and Inventory of Employee’s uniforms
5. Installation, cleaning and Maintenance of Fixtures and Facilities like furniture
and appliances.
6. Provision of special services like babysitting, polishing shoes, etc.
 Self-Check: 1.1-1

I. Answer the following statement TRUE or FALSE.

_______ 1. Housekeeping job is distributed to different section.

_______ 2. Housekeeping job do not include maintenance in the public
areas
_______ 3. Public areas includes carport.
_______ 4. Maintenance of kitchen is a part of housekeeping job.
_______ 5. Polishing shoes is not a part of services in the housekeeping.
_______ 6. Repair of uniform of the employees is part of housekeeping
_______ 7. Mending is a special service of a hotel worker.
_______ 8. Maintaining of attractive landscape is a part of housekeeping.
_______ 9. Washing guest clothes is a job of hotel worker.
_______ 10. Washing and ironing of linen used in banquet is not a job of
housekeeper.
 Answer key 1.1-1

I. True or False

1. True
2. False
 3. True
4. False
5. False
6. True
7. True
8. True
9. True
10. False
 Information Sheet 1.1-2
Housekeeping Organization

Organizational Chart of the Housekeeping Department

(For large establishments)

EXECUTIVE HOUSEKEEPER
OR HOUSEKEEPING
MANAGER
 Executive Housekeeper

Room keeping Public Area Linen & Laundry

supervisor Supervisor Supervisor
 Room boy Houseman utility Linen Attendant
maintenance

Chambermaid Pest Control Laundry

Technician Attendant
Mini-bar Valet Runner
Attendant Gardener/Grounds
Maintenance

Steam
Presser/Ironer
Organizational Chart of the Housekeeping Section

(In smaller establishments)

Housekeeping
Supervisor
 Assistant Housekeeping
Supervisor

Room Attendant or Houseman and Linen & Gardener &

Room Boy Powder Girl Laundry Grounds
Attendant Maintenance
Crew
FUNCTIONS

I. EXECUTIVE HOUSEKEEPER OR HOUSEKEEPING MANAGER

- Responsible for maintaining a smooth and efficient flow of operations in
the Housekeeping Department; sees to it that housekeeping maintenance is carried
out in accordance with prescribed standards and policies.
II. ROOMS MAINTENANCE SUPERVISOR
- Directs and controls rooms keeping activities including room make up,
installation of mini bar and other room amenities; ensures conformity to prescribed
room-keeping standards and policies.
Duties & Responsibilities:
1. Conducts routine inspection to check the quality of room make up; make
sure that the room are installed with standard room amenities and that the
 area is free of hazards. Also checks if there is anything that needs repair or
corrective action.
2. Checks room status during room check, prepares and distributes room
status reports to Front Desk and to room attendants.
3. Looks after the proper use, storage and maintenance of linen and cleaning
equipments as well as housekeeping tools and supplies.
4. Regularly checks the conditions and maintenance of housekeeping
equipments. Have them cleaned regularly. Initiates service request for
defective items.
5. Checks and maintain par stock. Make requisition whenever needed.
6. Initiates and supervise the weekly inventory of room supplies and other
housekeeping items entrusted to his unit. Reports losses and damages and
takes corrective action against reckless use of equipment.
7. Sees to it that his superior is informed to all unusual incidents and
accidents in his area of responsibility.
8. Trains, coaches and supervises room boys and chambermaids.
9. Attends to the guest complaints, inquiries and requests.
10. Attends to performance evaluation of his subordinates; conducts
appraisal interview.
11. Personally attends to VIP guests and their requirements.
 12. Coordinates with Front Office regarding changes in room status and
bookings; with maintenance unit regarding requests for repair or
maintenance.
13. Performs other related duties as maybe assigned by superior.

III. HEAD HOUSEMAN OR PUBLIC AREA SUPERVISOR

- Directs or control all activities concerning public area maintenance and
ensures conformity to prescribed housekeeping standards and policies.
Duties and Responsibilities
1. Maintains quality housekeeping in all public areas paying special attention
to cleanliness, orderliness and safety in all covered areas.
2. Conducts regular inspection of the different public areas; checks the quality
of cleaning and maintenance and ensures tat the area is free of safety
hazards. Also checks if there is anything that needs repair or corrective
action.
3. Checks order in all areas, make sure that fixtures and furniture are
installed in the right position.
4. Monitor ands and supervises the proper use, storage and maintenance of
cleaning equipment as well as housekeeping tools and supplies.
5. Checks equipment regularly for their condition. Have them cleaned
regularly and repaired when out of order.
6. Check and maintains par stock requirements. Makes requisition to
replenish supplies.
7. Initiates and supervises weekly inventory of cleaning supplies and other
housekeeping items allocated to his unit. Reports losses and damages and
takes corrective action against reckless use of equipment.
8. Reports to management all unusual incidents and accidents in the public
areas, safety hazards and items needing repair or replacement.
9. Trains, coaches and supervises his staff.
 10. Evaluates the performance of his subordinates and conducts appraisal
interview.
11. Performs other related duties as maybe assigned by supervisor.

ROOM BOY, CHAMBERMAID OR ROOM ATTENDANT

 - Attends to the maintenance and upkeep of all guestrooms and service areas
assigned to him/her.
Specific Functions:
1. Looks after the maintenance of cleanliness, orderliness and sanitation in
his assigned guestrooms;
a. Clean walls, carpets, fixtures following standards cleaning
procedures.
b. Sanitizes toilets and bathrooms using sanitizing chemicals
c. Changes/empties waste baskets or garbage cans;
 d. Collects all used/soiled linens and replenishes them with fresh ones;
e. Looks after the orderly make-up of the room, bed and the bathroom
f. Checks the condition of all guestroom facilities and fixtures and
reports any defect to supervisor for corrective action;
g. Install and replenishes standard room amenities in their appropriate
location.
2. Performs turn-down service if schedule for the second shift.
3. Looks after the proper use, maintenance and storage of cleaning equipment.
Reports damages to supervisor for corrective action.
4. Attends to the needs and additional request of house guests.
 5. Reports al unusual incidents and complaints of house guests, as well as
guests who are sick or in critical condition.
6. Reports and surrenders all lost and found items to Supervisor.
7. Assists in the inventory of guestroom supplies and linens
8. Prepares and submits daily accomplishment and consumption report to
his/her supervisor.
9. Assist his supervisor in conducting room check
10. Conducts fumigation of assigned guestrooms as needed
11. Performs other related duties as may be assigned by his/her supervisor.
V. MINI BAR RUNNER/ATTENDANT
 - Responsible for performing mini-bar installation, listing, replenishing,
inventory-taking, stocking, requisitioning, and other related functions
Duties and Responsibilities:
1. Maintains par stock and mini bar items; initiates requisition to replenish
used stocks;
2. Records mini bar consumption per room and prepares a sales report.
3. Assists in the promotion of mini bar items.
4. Monitor sales and movement of stocks, informs supervisor of slow moving
and non-moving items;
5. Conduct mini-bar inventory.
6. Cleans and dusts mini-bar bottles in vacant guest rooms;
7. Checks and collect mini-bar receipts in all guest rooms;
8. Assist in the inventory of stocks in housekeeping stockroom as well as in all
vacant, occupied and check-out rooms;
9. Promptly prepares billing of mini bar consumption giving priority to rooms
occupied by guests who are about to check out within the day;
10. Coordinates also with Front Office Cashiers for the billing of late charges
11. Coordinates also with other staff like Bell Service in collecting bills of guests
and hotel skippers.
12. Endorses to the incoming attendant all un-replenished mini bars in
guestrooms to make sure that all scheduled replenishments for the day will
be accomplished as scheduled.
13. Determines availability and non-availability of mini-bar stocks and
updates accordingly the individual receipts distributed in guestrooms.
14. Collects empty or consumed mini-bar bottles, cans, etc. from different
floors/guest areas, pantries and guestrooms.
15. Checks sales record from time to time to determine accuracy of records,
inventories and billing.
 16. Takes notes of saleable and non-saleable items to have a more accurate
basis for requisition and ordering of stocks.
17. Double checks the expiration dates of items for prompt replenishment;
18. Returns spoiled stocks before the end of each month and submits report
to supervisor of the Cost Control section;
19. Coordinates closely with Front Office regarding rooms on cash basis to
list for each day.
20. Performs other duties as may be assigned.
VI. Houseman
 Basic Function: Responsible for the upkeep and maintenance of cleanliness
and orderliness in public areas assigned to him.
Special Duties:
1. Secures cleaning supplies, materials and equipment and looks after their
use, storage and maintenance.
2. Checks the location, condition and arrangement of fixtures in his area of
responsibility; sees to it that they are clean and properly installed.
3. Cleans and sanitized public comfort rooms under his area, following
standard cleaning procedures.
4. Replenishes guest supplies in public comfort rooms like paper towels, toilet
tissues, soap, etc.
5. Cleans and sanitizes all areas assigned to him following standard cleaning
procedure ;
a. Vacuums/shampoos carpets and upholstered furniture
b. Sweeps/ scrub/polishes floors and walls
c. Polishes/dusts off all fixtures
d. Cleans ceilings, exhaust and glass panels
e. Collects and disposes garbage and litters
f. Changes. Cleans ashtrays
 g. Disinfects toilet bowls, urinals, etc.
6. Report all noted damages and out-of-order facilities in his area of
responsibility including defective cleaning equipment, busted bulbs, torn
carpets, cracks on walls, defective sinks and toilet bowls, clogged floor
drain, ceiling leaks, defective locks, etc.
7. Conducts fumigation in the absence of pest control technician.
8. Reports guest complaints to his supervisor as well as suspicious objects or
person; turns-over to him all lost-and-found articles.
9. Prepares daily accomplishment report and submit them to supervisor.
10. Performs other duties as may be assigned by supervisor.
VII. Powder Girl
Basic Function: Responsible for the cleaning, care and maintenance of ladies
comfort rooms and locker rooms.
Specific Duties:
1. maintains par stocks of cleaning supplies and makes requisition to replenish
stocks;
2. Regularly cleans ladies comfort rooms and locker rooms following standard
cleaning procedures
 a. Disinfect toilet bowls
b. Scrubs, cleans, wipe dry floor and wall tiles
c. Polish chrome and metal fixtures like faucets
d. Fumigate the area as needed
e. Dispose garbage, wash and dry garbage bins
3. Replenish toilet amenities like toilet pare, soap, paper towels, etc.
4. Checks the condition of fixtures and toilet facilities, checks for leaking faucets,
defective tiles, shower, etc. and reports any defect to her supervisor.
5. Retouches the cleaning of comfort rooms from time to time;
6. Regularly checks trash and empties garbage bins from time to time
7. Assists in other cleaning or housekeeping job when not loaded.
8. Assist in the issuance of linens if available;
9. Performs other related duties as maybe assigned by superior.
VIII. Gardener and Ground Maintenance Crew

Basic Function: Responsible for maintaining the grounds including plants and
landscape.
Specific Duties:
1. Performs daily sweeping and cleaning of grounds following standard cleaning
procedures.
2. Maintains supplies for plants and grounds maintenance and makes requisition
to replenish stocks.
3. Looks after the plants, prunes leaves, apply fertilizer, weed out dried leaves,
etc.
4. Maintains, insures that everything is in order.
5. Performs cultivation of plants through planting and other techniques; scouts
for new ornamental plants.
6. May perform side duties like maintenance of cleanliness of the pool area,
fountains, façade, gardens, motor pool and other related areas,
7. Performs other related duties as may be assigned by superior.
IX. Pest Control Technician
Basic Function: Attends to the prevention and control of pests through
preventive and corrective techniques.
Specific duties:
1. Searches for areas for pests and insects proliferate and performs the necessary
fumigation:
2. Looks for patches or holes and other entry points of insects and takes
corrective action;
3. Maintains stocks for pest control and looks after their safekeeping and
reasonable use;
4. Checks possible sources and cause of the proliferation of pests and insects,
makes reports and recommendations to remedy the situation.
5. Performs fumigation in accordance with prescribed procedures.
6. Performs other related duties as maybe assigned by superior.
 Self-Check 1.1-2

Answer the following:

1. What is the difference between room’s maintenance and maintenance of public

areas?
2. How do you differentiate the job of room boy/room attendant from that of a
houseman?
3. If you are a room boy will you mention some related duties?
4. If you are assigned as gardener and grounds maintenance crew, what are your
side duties?
5. Who is the responsible for cleaning and care maintenance of ladies washroom
& locker?
 Answer Key 1.1-2

1. Room maintenance is maintaining the cleanliness and orderliness in the

guest room, while the maintenance of public areas is maintaining the
public washroom, lobby, etc.
2. Job of room boy is maintaining the guest room, while houseman
maintaining the public areas.
3. 1. Performs turn-down service if schedule for the second shift.
3. Looks after the proper use, maintenance and storage of cleaning
equipment. Reports damages to supervisor for corrective action.
4. Attends to the needs and additional request of house guests.
5. Reports al unusual incidents and complaints of house guests, as
well as guests who are sick or in critical condition.
6. Reports and surrenders all lost and found items to Supervisor.
7. Assists in the inventory of guestroom supplies and linens
8. Prepares and submits daily accomplishment and consumption report
to his/her supervisor.
 9. Assist his supervisor in conducting room check
10. Conducts fumigation of assigned guestrooms as needed
11. Performs other related duties as may be assigned by his/her
supervisor.
4. May perform side duties like maintenance of cleanliness of the pool area,
fountains, façade, gardens, motor pool and other related areas, Performs other
related duties as may be assigned by superior.

5. Powder girl
 Information Sheet 1.1-3

Maintenance Order or Service Request

Learning Objectives: After reading the information sheet, you must be able to;
1. Prepare maintenance order slip.
2. Practice selling and up selling techniques.
I. Maintenance Order or Service Request
This is to accomplish for the purpose of requesting the Engineering
Department or Building Maintenance Unit to do repair or trouble shoot of defective
facilities or amenities like TV, aircon, leaking faucet, etc. The Shift Engineer shall
assign a technician to check and validate the report and then submit status report to
Housekeeping, see the form below.
This form shall be accomplished by the supervisor once he receives
complaints or reports of defective items in guestrooms and in other parts of his
assigned area.
 The report should be acknowledged-received and signed by the secretary or
whoever receives it at the Engineering Office.

AC HOTEL
MAINTENANCE ORDER

Date: ____________________
Date Received by Eng’g _____________ By: ____________________

Location: Room 203 Requested by: Mrs. Juana Cruz

Accepted by: ______________________________

Status (  ) Defect corrected ( ) Pending action

Remarks: ________________________________________
_________________________________________________
 If the Engineering section cannot immediately attend to the service request the
Requesting supervisor should be informed immediately so that he could take
appropriate action. If the defect is somewhat serious, the best action is to transfer
the guest to another room. One can say, “Sir, I’m sorry for the inconvenience, if you
like to transfer to another room, we have available rooms which is better than this
room. . . . I will refer you to the Front Desk for the room you would like transfer. . . .
And if the defect is minor, the guest is advised to wait. One can say:
“Sir, we have forwarded a request for repair to our Engineering Office.
Right now they are still attending to an urgent maintenance order and then they will
attend to your room in a short while. Thank for bearing with us.”
 The Front Desk then will call bell service to assign a bellboy who will
assist the guest in the room transfer and give him a copy of the room change form
together with the key to the new room.
If the choice room is vacant dirty the Front Office will inform the
Housekeeping Department for them to schedule immediate room make up.
 Self Check 1.1-3

________ 1. A form that a supervisor accomplish once he receives complaints or

reports of defective items in the guestrooms.
_________ 2. A Department that attends to the defects in the guestrooms.
_________ 3. In charge of the transfer of the guest to another room. (in case guest
request.)
 Answer Key 1.1-3

1. Maintenance Order Form

2. Engineering Department
3. Front Desk
 TASK SHEET 1.1-1
Title: Maintenance Order or Service Request
Performance Objective: Given a maintenance order slip, you should be able
to prepare maintenance order slip.
Supplies and Materials: FO Form
Equipment: None
Steps and Procedures:
1. Report malfunctions to housekeeping office
2. Accomplish maintenance order slip.( Forms below)
3. Report and pass the slip to the Engineering Office, should be
acknowledge-received by the secretary or whoever receives the report
4. Advises guest to wait or transfers to other room if the defect is
serious.

Assessment Method: Demonstration

PERFORMANCE CRITERIA CHECKLIST
TASK SHEET 1.1-1
Trainee’ Name: ______________________________________ Date: ____________________
CRITERIA YES NO
Did you…..
 Accomplish requisition for maintenance service?
 Report malfunctions promptly in accordance with standard
operating procedures?
 Make alternative arrangement to meet guest needs?
  Advise guest courteously to wait for maintenance service?

 Advise guest courteously to transfer to another room if the

defect is serious?
Comments/Suggestions:
Trainer: ________________________________________ Date: ________________________

AC HOTEL
MAINTENANCE ORDER

Date: __________

Date Received by Eng’g Dept._______________ By: __________________

Location: ___________________Requested by: __________________

Accepted by: _______________

Status ( ) Defect corrected ( ) pending action

Remarks: ________________________________________-

_________________________________________________
 Information Sheet 1.1-4
Review Guest Arrival list and Guest Folio

Learning Objectives: After reading the INFORMATION SHEET, you must be able to:
1. Review guest arrival list and guest folio.
 A room attendant must review the Daily Arrival List every day so that he/she must
know who is in the different rooms and what services should be done for the day.
Procedure:
1. Review Daily Arrival List (refer to the Form of Front Office)
AC HOTEL
DAILY ARRIVAL LIST
MONDAY – January 3, 2018
Name of Arriving Arrival Depar No. Of Room Room Room Remarks
Guest ture Nights No. Type Rate
1. Ms. Ana Dela Cruz 10- 01- 10-04 4 201 DBL std 500.00 Late
18 Arrival
2. John Barba 09-30-18 10-05 6 202 TW std 650.00 W/
Breakfast
3. Glo Basilio 10-01-18 10-08 8 203 DBL de 3,000.00 With extra
luxe bed &
 Breakfast
4. Mr. & Mrs. Jay 09-30-18 10-15 15 208 SUITE 2,500.00 w/
Hawks Std Breakfast
and
laundry
5. Mr. Robin Padilla 10- 01- 10-04 4 205 TW Std 650.00 No
18 Breakfast
6. Mabuhay Tours (20 10-02-18 10-09 8 301 Tw Std 650.00 W/
guest) Breakfast
302
303
304
The Housekeeping Department must have also the copy of Guest Folio for reference
purpose for the guest who will be checking out. One Copy of guest folio should be
given to Housekeeping Department to be reviewed by the Housekeeping Supervisor
for reference purposes.

AC HOTEL
Guest Folio
Name of Guest: Mr. Jay Hawks No. of Guests: 1
 Room No. 208
Address: # 24 Forest St. Alberta, Canada Room Rate:
Nationality: Canadian 2,500.00
Phone No. 0915768901245 Arrival Date Departure;
09-30-18 10-15-18
Billing Arrangement: Personal Charge to: Cash Basis
 Date Reference Charges Balance Remarks
10/03/18 OR No. 002 P250.00 P250.00
Coffee Shop
10/04/18 Invoice 012 150.00 P400.00
Laundry
10/05/18 OR No. 030 P300.00 550.00
Room Service
10/21/18 Room P2,500.00 37,500.00
Charges
15 days
38,700.00
Last Balance Amount

Prepared by: Jake Dela Cruz Acknowledge by: Mr. Jay Hawks
Desk Clerk Guest
 Self Check 1.1-4

Answer the following:

1. What are the important data in a guest folio and guest arrival list?
 Answer Key 1.1-4

1. Name of guest, address, contact no., room no., arrival date

TASK SHEET 1.1-2
Title: Guest Arrival List and Guest Folio
Performance Objective: Given a Guest arrival list and guest folio, you
should be able to review the given form.
Supplies and Materials: FO Form
Equipment: None
Steps and Procedures:
1. Get the daily arrival list in the front office.
 2. Review for the purpose of guest room assignments and the services
needed by the guests.

Assessment Method: Demonstration

 PERFORMANCE CRITERIA CHECKLIST
TASK SHEET 1.1-2
Trainee’ Name: ______________________________________ Date: ____________________
CRITERIA YES NO
 Guest arrival list and guest history are reviewed based on
guest folio.

 Guest is greeted and acknowledged by use of name whenever

 possible.

Comments/Suggestions:

Trainer: ________________________________________ Date: ________________________

 AC HOTEL
DAILY ARRIVAL LIST

DATE:___________________________
Name of Arriving Arrival Depar No. Of Room Room Room Remarks
Guest ture Nights No. Type Rate
 AC MINI HOTEL

Guest Folio

Name of Guest: No. of Guests: __

Address: Room Rate: Room No. ____
Nationality: _________
Phone No.
Arrival Date Departure
_________ ________
Billing Arrangement: Personal Charge to: Cash Basis

Date Reference Charges Balance Remarks

Last Balance Amount

Prepared by: _________________ Acknowledge by: __________________

Desk Clerk Guest
LEARNING OUT COME # 2 HANDLE HOUSEKEEPING REQUESTS
CONTENTS:
1. Housekeeping and Front Office forms
2. Codes and regulations
3. Handle queries through telephone, fax machine, internet and e-mail
4. Interpersonal skills: Communication and listening skills
5. Up selling and selling techniques
ASSESSMENT CRITERIA:
1. Requests are handles in a polite and friendly manner in accordance with the
establishment’s customer service standards and security procedures.
2. Guest is acknowledged by use of name whenever possible
3. Details of requests made are confirmed and noted in accordance with
industry procedures
4. Appropriate apologies are made when requests has arisen from breakdown
in room service
5. Timeliness fro meting requests are agreed upon with guests
6. Requested items are promptly located and delivered within agreed
timeframes.
7. Items for pick-up are collected within agreed timeframes
CONDITION:
Students/Trainee must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
 Telephone
 Computer with internet
 Roll away bed
 Flat iron and ironing board
 Baby crib
 electric kettle
 alarm clock
3. ACCESSORIES AND SUPPLIES
 Pen and paper
 Housekeeping/ FO forms
 room supplies and amenities
4. TOOLS/MATERIALS
 Brochures/ manuals
 Guest folio, guest list

ASSESSMENT METHOD
 Observation
 Demonstration of Practical Skills
 Learning Experiences

Learning Outcome 2 : HANDLE HOUSEKEEPING REQUEST

Learning activities Special instructions
1.Read information sheet 1.2-1 After reading the learner is encourage
Guest Request to answer self-check 1.2-1

2. Answer Self –check 1.2-1 Compare your answer to the answer

key.

3. Perform Task Sheet 1.2-1 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
activities
 Information Sheet 1.2-1

Guests Requests

Learning Objectives: after reading the INFORMATION SHEET, you must be able to;
1. Handle in a polite manner the requests in accordance with the establishment’s
customer service standards and security procedures.
Requests of Guests may relate to:
1. Range of services and products offered by the establishment
2. Availability, hours and location of meals, services, equipment
a. How various types of equipment work
b. Local services, attractions, transport, shops entertainment, etc.
A. Request for Room Service:
203

Please Do Break
Make-
Not Fast
up the
Room Disturb Menu
zzzzzzz
zzzzzzz
zzzzzzz
zzzzzzz
zzzzzzz
Make up sign DND sign

Hanged in the door knob late in the afternoon or

early in the morning for a request, also if
breakfast is requested.
 DND/MAKE UP SIGN maybe back to back.
DND on one side and the MAKE UP SIGN on
the other side.

Request for Wake up Calls

The Housekeeper may up sell wake up calls to the guest. One may say:
 “Mr. Smith, should you like to avail our wakeup call service, you may
request directly to the Telephone Operator to this nos. 04-733 or to the Front
Desk. Thank You, sir.

The guest shall call the operator directly or may relay the request through the
Front Desk.
 When the operator rings a room for wake up call, she should answer do it
graciously by calling the guest by the name as follows: Good Morning Mr. Smith. It is
now 5:00 A.M.

When the guest does not answer the wake up morning call, request the bellboy
or the room boy to knock on the guest room. If there is still no response, the Duty
manager may enter the room with the emergency key.
c. Other Request items
1. Roll away bed – a portable single bed used to accommodate additional guest
in a room.
2. additional pillows , blankets and towels
3. Flat Irons and Ironing board
4. hair dryers
5. additional room supplies
6. change of linen
7. first aid kit 8. baby crib
9. Electric kettles and jugs 10. Computers/ laptop
11. TV and video 12. Alarm clock 13.fax machine
Other requested services may include:
1. Baby Sitting – ask first the permission of your supervisor before granting
the guest request.
2. Errand, like buying the guest of daily newspaper, housekeeping supervisor
should be notified.
 As part of hotel services, the hotel may allow certain items to be lent to guests
for their use while in the hotel. However, anything that is issued should be recorded
and acknowledge – signed by the guest so that in case the item is lost or not
returned, the guest could be made accountable. The cost of the item shall be charged
to his account in case of lost.
Procedure in the issuance of requested items:

1. In the form, write down the name of the guest, his room number and the
date of issue. Check the item (whether adaptor, remote control, etc.) Ask
guest to acknowledge and sign in the form.
2. Copy of the acknowledgement receipt is issued to the Front Office cashier
who attaches it to the guest folder/folio so that during check out the
cashier can first verify the said item has been returned. If not, he shall
remind the guest to return it, otherwise he will be charged for it.
 AC HOTEL
Housekeeping Department
CONTROL FORM FOR BORROWED ITEMS

Room Number: 202

Guest’s Name: _Mr. Jonh Smith
Date: _February 12, 2018_
Time: 7:30 P.M.
Issued by: _A. Bush

Received one (1) unit of

________: Remote Control
________: Adaptor
________: Transformer
Hair Dryer : Others
______________________
Guest Signature
Returned/Retrieved from guest on _________________
* Always remind the guest the possibilities/consequences whenever the items
borrowed are damage or loss, should be return on the time indicated at the form.
* Requested item should be promptly located and delivered within agreed time
frames. One may say: “Mr. Smith, I will deliver your request in 15 minutes. Excuse me,
Sir.
* If not delivered on time, ask apology to the guest for the delayed service.

Self Check 1.2-1

Answer the following:
1. What will you do if the guest don’t answer wake up calls?
2. What is the procedure in the issuance of guest requested items?
 Answer key 1.2-1

1. When the guest does not answer the wake up morning call, request the bellboy
or the room boy to knock on the guest room. If there is still no response, the
Duty manager may enter the room with the emergency key.
2. 1. In the form, write down the name of the guest, his room number and the
date of issue. Check the item (whether adaptor, remote control, etc.) Ask guest
to acknowledge and sign in the form.
2. Copy of the acknowledgement receipt is issued to the Front Office cashier
who attaches it to the guest folder/folio so that during check out the
cashier can first verify the said item has been returned. If not, he shall
remind the guest to return it, otherwise he will be charged for it.
 TASK SHEET 1.2-3
Title: Guest Request and issuance of guest request
Performance Objective: Given an FO Form on Form for control borrowed
items, you should be able to follow the procedure in the issuance of
requested items of the guest.
Supplies and Materials: FO Form
Equipment: None
Steps and Procedures:
1. In the form, write down the name of the guest, his room number and the
date of issue.
2. Check the item (whether adaptor, remote control, etc.) Ask guest to
acknowledge and sign in the form.
3. Copy of the acknowledgement receipt issued to the Front Office cashier
who attaches it to the guest folder/folio so that during check out the
cashier can first verify the said item has been returned. If not, he shall
 remind the guest to return it, otherwise he will be charged for it.
4. Remind the guest the possibilities/consequences whenever the items
borrowed are damage or loss, should be return on the time indicated
at the form.
5. Requested item should be promptly located and delivered within agreed
time frames.
6. If not delivered on time, ask apology to the guest for the delayed service.
Assessment Method: Demonstration
 PERFORMANCE CRITERIA CHECKLIST
TASK SHEET 1.2-3

Trainee’ Name: ______________________________________ Date: ____________________

CRITERIA YES NO
Did you……
1. Write the name of the guest, his room number and the date
of issue in the form?
2. Check the item (whether adaptor, remote control, etc.)

3. Ask the guest to acknowledge and sign in the form in a

polite and friendly manner?
4. Copy the acknowledgement receipt issued to the Front
Office cashier?
5. Remind the guest the possibilities/consequences whenever
the items borrowed are damage or loss, should be return
on the time indicated at the form?

6. Locate and deliver within agreed time frames the requested

item?
 7. Ask apology to the guest for the delayed service if not
delivered on time?

Comments/Suggestions:
Trainer: ________________________________________ Date: ________________________
 AC HOTEL
Housekeeping Department
CONTROL FORM FOR BORROWED ITEMS

Room Number: _____________________________________

Guest’s Name: _____________________________________
Date: _______________
Time: _______________
Issued by: ___________

Received one (1) unit of

________: Remote Control
________: Adaptor
________: Transformer
________: Others
______________________
Guest Signature
LEARNING OUT COME # 3 ADVISE GUEST ON ROOM AND USE
OF FACILITIES
CONTENTS:
1. Housekeeping and Front Office forms
2. Codes and regulations
3. Interpersonal skills: Communication and listening skills
4. Up selling and selling techniques
ASSESSMENT CRITERIA:
1. Guests are courteously advised on correct usage of equipment
2. Malfunctions are promptly reported in accordance with enterprise
procedures, and where possible, alternative arrangements are made to meet
guest needs
3. A collection time for requested equipment is agreed upon where appropriate.

CONDITION:
Students/Trainee must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
 Telephone
 Computer
 alarm clock
 air conditioning unit
 television and video player
 Shower (with hot and cold)
 electric fan
 Refrigerator
3. ACCESSORIES AND SUPPLIES
 Pen and paper
 Housekeeping/ FO forms
 room supplies and amenities
4. TOOLS/MATERIALS
 Tapes
 Brochures/ manuals
 Guest folio, guest list
 caution signs
ASSESSMENT METHOD
 Interview (oral/ questionnaire)
 Observation
 Demonstration of Practical Skills
 Written examination
 Learning Experiences

Learning Outcome 3: ADVISE GUEST ON ROOM AND USE OF FACILITIES

Learning activities Special instructions
1. Read information Sheet 1.3-1 Read Information Sheet. After reading
Advise Guest on Room And Use Of the learner is encourage to perform the
Facilities job sheet
2. Answer self check 1.3-1 Compare your answer to answer key
1.3-1
3. Perform Job Sheet 1.3-1 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
activities
 Information Sheet 1.3-1

Advises guest on room and use of facilities

Learning Objectives: After reading the INFORMATION SHEET, you must be able to;
1. Advises guest on room and use of facilities
A. Procedure on how to use the Hairdryer (an example)
 One may say, “Ma’am or Mrs. Smith, here is your request item a
hairdryer. Our hairdryer is ceramic coated; Sliding switches are fixed into the handle
generally moving up or down the shaft of the dryer. . The hair dryer must never get so
hot that it burns the user during operation. It is important that the plastic housing
remains at a tolerable temperature. The hair dryer does not cause electric shock. A
special shock safeguard, a Ground Fault Circuit Interrupter (GFCI), is used in this hair
dryer to prevent accidental electrocution. If in not in use please un plug the item and
please return to the front desk on the date and time stated in the control form on
borrowed items. Thank you Ma’am, have a nice day”.
B. Adjusting the temperature of the air conditioning unit.
One may say: “ Ma’am if you like to adjust the temperature of your aircon you
may use the remote control/manual (whichever). . . .
C. Use of TV
State if the television is tap with cable networks, and you have to tell to the
guest if it is operated through remote or manual.
One may say: “Sir, if you like to watch TV you just put on the TV and use
the remote control in choosing Channels you like.”
D. Operation in the facilities in the washroom
You may tell to the guest if the shower has hot and cold and how to operate it,
the bathtub, and other facilities in the washroom.
E. Others:
You may also orient the guest the switches of lights and electric outlets.

* If malfunction of the equipment occur you may change the equipment and report it
to the supervisor for him to report into the Engineering Department.
 Self Check 1.3-1

Answer the following:

1. What are you going to do if the requested equipment is not functioning well?
 Answer Key 1.3-1

1. If malfunction of the equipment occur you may change the equipment and
report it to the supervisor for him to report into the Engineering Department.
Title: Advises guest on room and use of facilities
Performance Objective: Given an FO Form on Form for control borrowed
items, you should be able to advise guest on room and use of facilities.
Supplies and Materials: FO Form
Equipment: None
Steps and Procedures:
 1. Acknowledged guest by use of name whenever possible
2. Courteously advised Guest on correct usage of equipment
3. reported malfunctions in accordance with enterprise procedures, and
where possible, alternative arrangements are made to meet guest needs

Assessment Method: Demonstration

 PERFORMANCE CRITERIA CHECKLIST
TASK SHEET 1.3-1

Trainee’ Name: ______________________________________ Date: ____________________

CRITERIA YES NO
Did you ……..
1. Acknowledge guest by use of name whenever possible?
 2. Advise courteously the guest on correct usage of
equipment?

3. Report malfunctions in accordance with enterprise

procedures?

4. Make alternative arrangements to meet guest needs?

Comments/Suggestions:
Trainer: ________________________________________ Date: ________________________
EVIDENCE PLAN/EVALUATION PLAN
TRAINEES NAME
FACILITATOR’S NAME
QUALIFICATION HOUSEKEEPING NC II
UNIT OF COMPETENCY PROVIDE HOUSEKEEPING SERVICES
COVERED TO GUEST
Ways in which evidence will be collected:

Witte
Demo
[tick the column]
The evidence must show that the candidate……

Questioningnstration
with Oral

n Test

Interview
1.Guest arrival list and guest history are reviewed based on x
guest folio.
2.Guest is greeted and acknowledged by use of name whenever x
possible.
3.Upselling and selling techniques are prepared in accordance x
with industry policy and procedure
4.Guests are courteously advised on correct usage of x
equipment
5.Malfunctions are promptly reported in accordance with
Standard Operating Procedures, and where possible, x x
alternative arrangements are made to meet guest needs.
6.A collection time for requested equipment is agreed upon x
where appropriate.
7.Coordination with other department is done in accordance x
with hotel’s organizational structure and its function.
8.Guest requests are noted and coordinated with other x
department concerned
9.Requests are handles in a polite and friendly manner in
accordance with the establishment’s customer service x x
standards and security procedures.
10. Guest is acknowledged by use of name whenever possible x
11. Details of requests made are confirmed and noted in x x
accordance with industry procedures
12. Appropriate apologies are made when requests has arisen x x
from breakdown in room service
13. Timeliness for meeting requests are agreed upon with x
guests
14. Requested items are promptly located and delivered x x
within agreed timeframes.
15. Items for pick-up are collected within agreed timeframes x

NOTE: *Critical aspects of competency

Definitions of Terms:

1. Chambermaid – a female room attendant

2. DND sign – stands for “Do not Disturb”. This sign shall be hanged on the door
knob and the guest places it in the door knob when he wants to have good rest
and does not want to be disturbed or he does not want anyone to enter his
room.
3. Fixtures – fittings in the room like furniture. An object firmly fixed in place
(especially in a household)
4. Front Desk – the office that accommodates guest
5. Guest room – a room in the hospitality business like in hotel, apartel, etc.
6. Hallway - an interior passage or corridor onto which rooms open; "the
elevators were at the end of the hall"
7. Hotel- Minimum number of available rooms, services, and amenities, usually
defined by legislation for licensing and classification purposes as well as
eligibility for fiscal incentives in some jurisdictions. May provide food and
beverage services on site but not always within the accommodation building(s):
usually by in-house staff but occasionally through an outside food and
beverage contractor. May or may not provide a range of recreation and other
 amenities on site or by arrangement with others off site. Includes motor hotel,
resort hotel or resort, and commercial hotel.

8. Housekeeping – refers to the upkeep and maintenance of cleanliness and

order in a house or lodging establishment, be it an inn, hotel, etc.
9. Houseman – the one who in-charge ib the public areas in a hotel
10. Lobby – a reception area of a hotel
11. Make up sign – is usually at the back of the DND sign. The guest has
the option to hang it in his door knob when he wants his room to be made up
immediately.
12. Powder Girl – the one who is in-charge in the female washroom.
13. Public rooms – an area in the hotel like in lobby, public washroom or
CR.
14. Stairway - a way of access (upward and downward) consisting of a set of
steps