9

Technology and
Livelihood Education (TLE)
Quarter 1 – Module 1:
Handle Housekeeping Requests
HOUSEKEEPING NC II
Subject Area – TLE Grade 9- Housekeeping NC II
Self-Learning Module (SLM)
Quarter 1 – Module 1: Handle Housekeeping Requests
First Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist in any work of
the Government of the Philippines. However, prior approval of the government agency or office
wherein the work is created shall be necessary for exploitation of such work for profit. Such
agency or office may, among other things, impose as a condition the payment of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names,
trademarks, etc.) included in this module are owned by their respective copyright holders.
Every effort has been exerted to locate and seek permission to use these materials from their
respective copyright owners. The publisher and authors do not represent nor claim ownership
over them.

Development Team of the Module

Writer: Gina D. Diotecio
Editor: Anna Hazel B. Gornez
Reviewer: Jona R. Impang
Illustrator: Jay M. Alora
Layout Artist: Irene B. Brasileño
Cover Art Designer: Reggie D. Galindez
Management Team: Allan G. Farnazo, CESO IV – Regional Director
Fiel Y. Almendra, CESO V – Assistant Regional Director
Romelito G. Flores, CESO V - Schools Division Superintendent
Mario M. Bermudez, CESO VI – Assist. Schools Division Superintendent
Gilbert B. Barrera – Chief, CLMD
Arturo D. Tingson Jr. – REPS, LRMS
Peter Van C. Ang-ug – REPS, ADM
Gilda O. Orendain - REPS, TLE/EPP/TVE
Juliet F. Lastimosa - CID Chief
Sally A. Palomo - Division EPS In- Charge of LRMS
Gregorio O. Ruales - Division ADM Coordinator
Amalia C. Caballes – EPS, TLE/EPP/TVE

Printed in the Philippines by Department of Education – SOCCSKSARGEN Region

Office Address: Regional Center, Brgy. Carpenter Hill, City of Koronadal

Telefax: (083) 2288825/ (083) 2281893
E-mail Address: region12@deped.gov.ph
 9
Technology and
Livelihood Education (TLE)
Quarter 1 – Module 1:
Handle Housekeeping Requests
HOUSEKEEPING NC II
Introductory Message
For the facilitator:

Welcome to the Technology and Livelihood Education (TLE) Grade 9- Housekeeping

NC II Self-Learning Module (SLM) on Handling Housekeeping Requests!

This module was collaboratively designed, developed and reviewed by educators both
from public and private institutions to assist you, the teacher or facilitator in helping
the learners meet the standards set by the K to 12 Curriculum while overcoming
their personal, social, and economic constraints in schooling.

This learning resource hopes to engage the learners into guided and independent
learning activities at their own pace and time. Furthermore, this also aims to help
learners acquire the needed 21st century skills while taking into consideration their
needs and circumstances.

In addition to the material in the main text, you will also see this box in the body of
the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to use this module.
You also need to keep track of the learners' progress while allowing them to manage
their own learning. Furthermore, you are expected to encourage and assist the
learners as they do the tasks included in the module.
For the learner:

Welcome to the Technology and Livelihood Education (TLE) Grade 9- Housekeeping

NC II Self-Learning Module (SLM) on Handling Housekeeping Requests!

The hand is one of the most symbolized part of the human body. It is often used to
depict skill, action and purpose. Through our hands we may learn, create and
accomplish. Hence, the hand in this learning resource signifies that you as a learner
is capable and empowered to successfully achieve the relevant competencies and
skills at your own pace and time. Your academic success lies in your own hands!

This module was designed to provide you with fun and meaningful opportunities for
guided and independent learning at your own pace and time. You will be enabled to
process the contents of the learning resource while being an active learner.

This module has the following parts and corresponding icons:

What I Need to Know This will give you an idea of the skills or
competencies you are expected to learn in the
module.

What I Know This part includes an activity that aims to

check what you already know about the
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.

What’s In This is a brief drill or review to help you link

the current lesson with the previous one.

What’s New In this portion, the new lesson will be

introduced to you in various ways such as a
story, a song, a poem, a problem opener, an
activity or a situation.

What is It This section provides a brief discussion of the

lesson. This aims to help you discover and
understand new concepts and skills.

What’s More This comprises activities for independent

practice to solidify your understanding and
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.

What I Have Learned This includes questions or blank

sentence/paragraph to be filled in to process
what you learned from the lesson.

What I Can Do This section provides an activity which will

help you transfer your new knowledge or skill
into real life situations or concerns.
 Assessment This is a task which aims to evaluate your
level of mastery in achieving the learning
competency.

Additional Activities In this portion, another activity will be given

to you to enrich your knowledge or skill of the
lesson learned. This also tends retention of
learned concepts.

Answer Key This contains answers to all activities in the

module.

At the end of this module you will also find:

References This is a list of all sources used in developing

this module.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any part of the
module. Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer What I Know before moving on to the other activities
included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through with it.
If you encounter any difficulty in answering the tasks in this module, do not
hesitate to consult your teacher or facilitator. Always bear in mind that you are
not alone.

We hope that through this material, you will experience meaningful learning and
gain deep understanding of the relevant competencies. You can do it!
 What I Need to Know

This module was designed and written with you in mind. It is here to help you master
on how to Handle Housekeeping Requests. The scope of this module permits it to
be used in many different learning situations. The language used recognizes the
diverse vocabulary level of students. The lessons are arranged to follow the standard
sequence of the course. But the order in which you read them can be changed to
correspond with the textbook you are now using.

After going through this module, you are expected to:

LO1: Handle Housekeeping Requests (TLE_HEHK9-12HS-Ia-e-1)

1. Discuss implementing Hotel Codes, Rules and regulations;

2. Explain different skills of good housekeeper needs such as in and
intrapersonal skills;
3. List down and describe the basic functions of each personnel in the
housekeeping department;
4. Discuss nature and scope of guestroom cleaning, care and
maintenance;
5. Enumerate bedroom and bathroom amenities offered in an institution;
6. List down procedures in conducting room check, turn down and make
up beds; and
7. Demonstrate proper handling of guests’ requests in housekeeping
following safety and security standards.
 What I Know

Let us determine first how much you already know about providing housekeeping
services to guest.

True or False.

Direction: Write TRUE if the statement is correct, and FALSE if it is incorrect.

_____1. Hotels follow different approaches in giving the best service they can provide
for their guest.

_____2. The responsibility of a housekeeper is to clean the room of the guests only.

_____3. Items considered as valuables are given one year to be claimed by the owner.

_____4. Guest’s personal items should also be respected by not touching them or
removing them anywhere

_____5. Well-mannered staff is an asset of the hotel as they can help build hotel
guests’ contentment and trust.

_____6. Quality service means a lot to any establishment because once the guest is
satisfied with the service, this would mean continued patronage.

_____7. Shared bathrooms must be cleaned every other day.

_____8. Tailor is employed on site- to mend uniforms, linens and upholstery or

repurpose ripped linens into aprons and rags.

_____9. Bed cover is a comforter, duvet or special cloth with design for cover
purposes.

_____10. Interpersonal skills are traits you rely on when you interact and
communicate with others.

_____11. Guest folder or compendium contains envelope, stationary, post card, ball
pen.

_____12. You can use your room keys or sharp object when knocking.

_____13. Place the soiled items in the trash can.

_____14. You can knock the door even if there is DND sign.

_____15. Come to work clean and properly groomed.

 Lesson
Handling Housekeeping
1 Requests
Hello everyone! In this module, you will learn independently the importance of
handling guest requests, handling guests’ inquiries and handling problems related
to housekeeping.

Have you tried to visit a hotel in your locality? Or watch an advertisement of a 5star
hotel in television? How was the feeling after seeing it’s feature? Come with me and
I will help you understand and appreciate all of this.

What’s In

In this module, you were taught of the competencies and skills that every beginner
in Housekeeping staff should possess. By this, you will be learning the different ways
in handling guest requests, inquiries, bedroom and bathroom amenities and
problems related to the housekeeping based on the specified task of each personnel.
Are you excited for this lesson? You may now proceed with the next activity.

Notes to the Teacher

This contains helpful tips or strategies that will help you in guiding
the learners.
 What’s New

Have you ever been to any hotel in your locality? Are you familiar with the personnel
working at a hotel? By this time, you already have in mind if what it feels to work in
a hotel. Guided by knowing in this module you will surely appreciate the services
has to offer.
In the case the guest wants something, how would you handle it? Why is it important
to ensure timely delivery of requested by a guest? These are only few questions you
will encounter on this module. Guest request must be handled properly to satisfy the
guest. This will not only make his stay pleasant but it will also ensure repeated
business.
The word “Housekeeping” refers to the upkeep and maintenance of cleanliness and
order in a house or a lodging establishment such as inn, hotel, apartel,
condominium, resort, dormitory or a hospital. A housekeeper is one who is
responsible for administering housekeeping maintenance and for insuring that
everything is in order. He/she sees to it that all occupants are comfortable, safe and
protected from disease- causing bacteria.
Let’s keep going by answering the following activities.

Activity 1. “Knowing You!”

Directions: From the box below, identify the following items according to which
group it belongs. Write your answers on the space provided.

fruits boxer short iPod

channel handbag chocolate money
seiko watch laptop cake
pizza umbrella shoes
slipper t-shirt milk tea

Perishable Items Non- Perishable Items Valuables

1. 1. 1.
2. 2. 2.
3. 3. 3.
4. 4. 4.
5. 5. 5.

Were you able to identify the items for lost and found? Good job! Now, proceed to
the next activity.
Activity 2. “Who Am I!”

Directions: Arrange the scrambled letters to guess who/ what is in the picture.
Write your answers on the space provided.

1. S R O I V R E U S P

2. P E R E E S E K O U

3. D R Y L A U N
D A N T N E T T A

4. R O E B T A B H

5. B U T A T H B

6. W O P I L L

7. N E P O H T E E L
 What is It

DEFINITION OF TERMS

Amenity - a service or item offered to guests or placed guestrooms for convenience

and comfort at no extra
Defect - a shortcoming, fault or imperfection
Do Not Disturb (DND) - a room status indicating that a room should not be entered
and cleaned because guests do not want to be disturbed.
House Rules - set of rules strictly implemented and is designed
Laundry - articles of clothing, linens, etc. that have been or are to be washed
Policy - a rule, a definite course of action
Procedure - a particular course or mode of action
Strip - to remove bed linen from a mattress
Trolley - a transport vehicle used in housekeeping to move supplies from room to
room.

Now, kindly read the information below then find out how much you can learn.

IMPLEMENTING HOTEL CODES, RULES & REGULATIONS

Hotel House Rules:

Hotels follow different approaches in giving the best service they can provide
for their guests. Hotel house rules are designed to in still discipline among hotel staff,
thereby ensuring guest satisfaction in terms of comfort, safety and security.

Well- mannered staff is an asset of the hotel as they can help build hotel
guests’ contentment and trust. Every guest coming and checking in wants security
thus providing security is one of the most important duties of a hotel.

Hotel Codes, Rules and Regulation:

These are management policies or agreements between the guests of the hotel.
These policies can be found in the guest registration form which can be signed by
the guest upon registration or check-in. Moreover, a copy of rules and regulation is
also kept in all guest room for guest to read and understand the management
policies. This can also include the local government policies which have to be followed
by the guest.

Hotel Rules for Lost and Found Items

 Perishable items- are lost and found items under food like fruits, chocolates,
can good, etc. After three days if the owner will not call or come back to claim
 the items, it will be given to the housekeeper who finds the items. This is what
they call “finders keepers” rule.

 Non- perishable items- are lost and found items under non-food such as
umbrella, shoes, bags, clothes, etc. These items are only given one month for
the owner to claim. If left unclaimed, the items again will be given to the
employee who found it.

 Valuables- are lost and found items such as cash, gadgets and jewelries. Items
considered as valuables are given one year to be claimed by the owner. If left
unclaimed, the hotel management will decide on what to do with the
unclaimed items.

Common Hotel Codes, Rules and Regulations

1. Rate/Charges
2. Settlement of Bills
3. Company's Lieu on Guest's Luggage and Belongings
4. Check-in
5. Departure
6. Luggage Storage
7. Guest's Belongings
8. Pets
9. Hazardous Goods
10. Damage to Property
11. Management's Rights
12. Relation between Management and Guest
13. Government rules and regulations and application of laws
14. Photographs and Videos

DIFFERENT SKILLS OF GOOD HOUSEKEEPER

SKILLS OF A GOOD HOUSEKEEPER

Interpersonal skills are traits you rely on when you interact and communicate with
others. They cover a variety of scenarios where communication and cooperation are
essential.

These skills involve the ability to communicate and build relationships with
others. Often called “people skills,” they tend to incorporate both your innate
personality traits and how you’ve learned to handle certain social situations.

Characteristics of Interpersonal skills

1. Emotional Intelligence - ability to keep one’s emotions under control and

navigate social situations with composure.

2. Communication - individuals who can clearly articulate complex ideas to

others.
 3. Reliability – a quality of being trustworthy.

4. Leadership - who can inspire others and take charge when work needs to
finish.

5. Positivity - valuable in helping others keep stress levels down and in

generating a feeling of optimism throughout the office.

6. Negotiation - any interaction in which two or more people engage in a

discussion to come up to a shared agreement.

7. Openness to feedback - a willingness to receive feedback and use it to grow.

8. Empathy - taking actions consistent with an understanding of how others

feel.

9. Teamwork - willing to support others when called upon.

Intrapersonal skills refer to interactions with other people or personalities.

Intrapersonal skills initiate an appropriate reaction and attitude because of positive
internal dialogue, occurring within the mind. Meditation, prayer, visualization and
affirmation.

Characteristics of Intrapersonal skills

1. Self-reflection - thought about one's character, actions, and motives.

2. Introspection - examining and considering your own ideas, thoughts, and

feelings, instead of talking to other people about them

3. Intuition - the ability to understand something immediately, without the need

for conscious reasoning.

4. Independent thinking - is the desire of a person to convince oneself that the

information being presented is true or reasonable

5. Strong sense of self - Each person's sense of self is directly related to how
they feel about themselves, their levels of self-esteem, and confidence or lack
thereof.

6. Firm values and morals – values are an influence on a person's behavior and
attitude and serve as broad guidelines in all situations
 THE BASIC FUNCTION OF EACH PERSONNEL IN THE HOUSEKEEPING
DEPARTMENT

Housekeeping Organization

The Housekeeping operation in most of the hotels will under the room’s division.
The setup and distribution of work will vary among hotel and other establishment
on the size of the company and the volume of the work to be done.

Executive Housekeeper

Assistant Housekeeper

Floor Public Area Control Desk Linen/ Laundry

Supervisor Supervisor Supervisor Uniform Supervisor
Supervisor

Room Public Area Housemen & Linen Room Valet Room

Attendant Attendant Mini Bar Attendant Attendant
Attendant

Tailor/
Seamstress

Executive Housekeeper

 administer all housekeeping and all laundry facilities and ensure that the
environment/vicinity is secured for all guests.

 design all housekeeping policies and procedure according to required

standard and schedule all rotational duties for staff.

 analyze all competition businesses and plan all schedule for spring cleaning
and pest control and perform regular audit on same and ensure compliance
to all loss and found procedures.

Assistant Housekeeper

 supervises and coordinates activities of room attendant, house attendant,

public area cleaners and floor supervisors. He/she assist in the day-to-day
operations of all housekeeping and laundry function.

 participates in and enforces quality assurance for housekeeping and cost

control measures in the department
Floor Supervisor

Their roles basically entail preparing/organizing the work schedule of housekeepers.

Ensure that the required number of staffs is always appropriate and available.
Ensure that the cleaning services are carried out in a professional manner and
efficiently performed.

Public Area Supervisor

 ensure to supervise the day to day cleaning of hotel public areas, perform
routine inspection of all areas like service areas and storeroom.

 make a schedule and supervise deep cleaning and any other project. Monitor
and coordinate with the pest controller florist for flower arrangement, gardener
for plants and periodical deep cleaning operations on all areas of
responsibility.

 ensure to conduct training in using and maintaining the tools and equipment

 monitors and maintain cleanliness, sanitation and organization of assigned

work areas.

Control Desk Services

 responsible in taking all request from all departments and designate the task

Linen/Uniform supervisor

 directs, leads, monitors and control all activities in laundry services.

Laundry Supervisor

 oversee the article to determine that the standard of cleaning is achieved

Room Attendant

 ensures that the cleanliness and orderliness and maintenance of every

assigned rooms are maintained.

Public Area Attendant

 ensure that public lobbies and facilities such as; lobby restroom, telephone
area, front office, lobby furniture, and offices are well maintained.

Linen Room Attendant

 ensures that all issued items are properly recorded and accounted.

 manage the storage of linen, uniforms, and supplies of linen

 repairs and mending of uniform if damaged

Valet/Room Attendant
 pick up and checked the condition of guest laundry and deliver laundry along
with the laundry slip as per hotel standard.

Tailor or Upholsterers
 tailor is employed on site- to mend uniforms, linens and upholstery or
repurpose ripped linens into aprons and rags.

NATURE & SCOPE OF GUESTROOM CLEANING, CARE AND MAINTENANCE

GUESTROOM CLEANING CARE AND MAINTENANCE AND ORDERLINESS

a. Guest rooms must be cleaned and supplied with freshly laundered sheets,
pillow covers, towels, and washcloths before each new guest or group of guests
arrive.

b. Clean bed sheets, pillow covers, towels, and washcloths must be provided to
each guest at least weekly. They may be provided more frequently as requested
by a guest or according to establishment policy.

c. Shared bathrooms must be cleaned daily.

d. All bedding, towels, and washcloths provided by management must be clean

and in good repair.

e. Each mattress must be covered with a machine-washable pad.

f. Sheets must adequately cover the bed and fold over the blanket at least six
inches.

g. All bedding including quilts and comforters must be machine-washable or

covered with machine-washable linen such as a duvet.

h. Mops must be air dried between uses.

i. A designated janitor sink must be used for washing and rinsing of mops,
brooms, brushes, and other cleaning devices. Tourist homes may use an
alternative as approved by the local health authority.

j. Toilet and urinal cleaning devices must be kept separate from other cleaning
supplies and may not be used for any other purpose. Bathtub and shower
cleaning devices must be kept separate from other cleaning supplies and may
not be used for any other purpose.

k. All furnishings, fixtures, floors, walls, and ceilings must be clean and in good
repair.

l. Management must provide for maintenance as needed.

m. Cleaning compounds and pesticides must be stored, used, and disposed of in

accordance with the manufacturer's label instructions.

n. Ozone air purifiers may not be used within the establishment.

o. Glasses, pitchers, ice buckets, coffee pots, and other utensils used for food or
drink provided for guests must be washed, rinsed, and sanitized or single-
service items must be used.
 • All utensils used for food or drink provided for guests must be stored, handled,
and dispensed in a manner which prevents contamination.

Points to Remember When Doing Cleaning Service to a Guest’s Room

 Clean in one direction

 Clean from top down

 Clean from farthest point out

 Check for damage, if there is something that requires maintenance, or if a

property is lost

 Use correct equipment and cleaning agents to clean surfaces

PHASES OF CLEANING A HOTEL GUESTROOM

Phase 1

 Opening the windows to air out the room and turning off air-conditioning
system.

 Washing hands and putting on protective disposable gloves.

 Emptying out the trash cans or bins.
 Stripping the bed and removing dirty linens.
Phase 2
 Removal of dirty towels from the bathroom (bath towels, hand towels and
face towels).
 Spraying the cleaning products necessary for disinfection.
 Removal of gloves.
Phase 3
 Making up the bed.
Phase 4
 Dusting all surfaces such as bedside table, desk, chair, TV, etc.
 Checking TV, air conditioning and lights to make sure they function
properly.
Phase 5
 Cleaning the bathroom.
Phase 6
 Replacing all free hotel products such as brochures, mints, shampoo, soap,
etc.
  Vacuuming the room.
 Checking over the room, making sure that everything is in place.

BEDROOM & BATHROOM AMENITIES OFFERED IN AN INSTITUTION

A. Bedroom Amenities

DESCRIPTION PICTURE

DND (Do Not Disturb/ Make up my

room sign) placed at the doorknob.

Beds
Single 36x75 inches
Double bed 54x75 inches
Queen bed 60x80 inches
King bed 78x80 inches

Roll away bed – installed for extra

occupants in the room.

Bed Linen
a. Bed skirting- placed in the box spring.
b. Bed pad – placed on top of the mattress as protection against stain.
c. Bed cover – it can be comforter, duvet or special cloth with design for cover
purposes.
d. Flat Sheets – a linen to cover the bed (sizes must fit the size of the beds).
e. Pillow – one pillow per guest.
f. Pillow protector – to protect from stain.
g. Pillow case – cover of pillow and protector.
h. Decorative pillows – added to add appeal to the bed.

Luggage rack – placed the luggage/suit case.

Closet with at least 4-6 hanger’s inside and safety deposit box.
Dresser table with vanity mirror and a dresser chair.
Television set – for guest entertainment and relaxation.
Wall lamp -posted on the wall
Night table/ bedside table with lamp – on top of the table is a telephone, In house
phone directory, service menu etc.
Coffee table with at least two chairs.
Guest folder or compendium contains envelope, stationary, post card, ball pen,
directory of hotel service, guest comment survey, and other information.
Safety manual containing safety measures .
Room service menu – it can be placed on the top of the coffee table.
Service tray – with 2 glasses.
Telephone – with In house directory placed on top of the bed side table.
Evacuation route/fire exit directional signs underlined with plastic posted at the
back of the entrance door.
Garbage bins underlined with plastic liner. One for bedroom others for bathroom.
Laundry bag with pressing/ laundry list – together this is folded and neatly placed
inside the drawer of the dresser .
Shoe tray with shoe horn and cloth and brush.

B. Bathroom Amenities

ITEMS/ SUPPLIES PICTURES

Bathroom Linen – one towel per occupant

a. Bath towel 55”x54”
b. Hand towel 18”x33”
c. Face towel 13”x 3” or wash cloth

Bath Math 20”x 30” - to be hanged on the

side of the bath tub (if there is any)

Toilet tissue- rolled into the tissue dispenser

inside the bathroom

Amenity basket or tray – containing hair

shampoo and conditioner, lotion, toothbrush,
toothpaste, shower cap, soap, body scrub,
bubble bath if a bath tub is available.
(depending upon the hotel standard).
C. Luxury Amenities

ITEMS/ SUPPLIES PICTURES

Hair dryer for ladies, shaver for

men. Shaving kit contains shaver
& shaving cream placed in the
amenity tray/basket.

Additional Amenities:
Slipper inside the closet
Sewing kit
Comb sealed/wrapped in
plastic.

Facial Tissue inside the dispenser

PROCEDURES IN CONDUCTING ROOM CHECK, TURN DOWN SERVICE AND

MAKE UP BEDS

Rooms Cleaning and Maintenance Procedures

Every morning, the floor/area supervisor, together with the room attendant assigned
in the area shall perform a routine room check in every guestroom purposely to
check;
 If the room is still occupied;
 If the beds in the guestrooms were slept on;
 If there are unregistered joiners who occupied the room;
 If the guest is out and the room is ready for make-up;
 If the guest has soiled clothes for laundry’
 If the guest is in good condition- neither sick nor high in drugs, etc.
Room check must be done with caution and tact. Some guests get irritated when
someone gets into their room, especially in the morning when they are still sleeping
or just woke up from sleep.
PROCEDURES FOR ROOM CHECK

A. Rooms with DND sign (stands for Do Not Disturb)

1. Look for DND sign on the door knob and do not knock if the sign is on.
2. Call the guest through the phone in the afternoon. Once he/she responds,
identify yourself and apologize for the disturbance. Tell him/her that you just want
to know if he/she wants her room to be serviced.
“Good afternoon Mr./Ms. This is__________ from Housekeeping I’m sorry for
disturbing you. I just want to know if you want your room to be made up.”
3. If the guest s not yet ready for the service, ask when he wants the service done.
“Would you like us to do the make up later? At what time sir/ma’am?”
4. Jot down the exact time of the request in your productivity report. If it beyond
your duty hours, endorse the request to the incoming supervisor using the logbook.
B. Rooms Without a DND Sign and No Guest Inside

1. Knock twice gently on the door by using your knuckles or by activating the
doorbell (whichever is used). Do not use your room keys or sharp object when
knocking as they can create loud, irritating sound. Announce “Housekeeping”. If
no one answers, knock again three times. Give allowance of few seconds in between
knocks or between activation of a doorbell. Leave the room if no one responds.
2. Call the guest in the afternoon and if there is no answer, gently open the room
to check the room status.
3. Submit one copy of the room status report to your supervisor who will endorse
the report to the front desk. The desk clerks will counter check the actual room
status against those stated in the room status bulletin of the front desk.
C. Guest is in His Room and there is No DND Sign
1. If the guest is inside the room but does not answer, open the door slowly and
apologize for the disturbance.
2. Greet the guest good morning, introduce yourself and tell him/her your purpose.
“Good morning Mr. Guest, I’m the Housekeeping supervisor. May I have your
permission to do our routine room check. I just want to check if everything is in
order in your room and if you have any concern that needs attention.
3. Ask the guest if he/she is ready for the make -up of the room. If not, offer to
come back later; “Would you like us to make up your room now?”
4. If the guest is not yet ready say: “When do you want the cleaning of your room?
5. If the guest appears to be irritated or disturbed, apologize and explain why you
have to do the room check. Say: “I’m sorry to disturb you sir but we need to do a
room check if only to ensure that everything in your room is in order and also to
check if you have any special request or concern”.
6. Do not insist on entering the room if the guest shows resentment or directly
expresses that he/ she does not want to be disturbed.
7. Discreetly try to find out if there are unregistered joiners who slept the registered
occupant. This has to be reported to the Front Office and bill for “ extra person”
shall be charged to the guest during the checkout.
8. During the room check also check the status of each room and indicate in the
room status report. Enter the status computerized front office system.
 ROOM MAKE-UP PROCEDURE
1. Place the cart in front of the room and knock.
2. Empty all trash cans/ basket.
3. Wash and wipe- dry drinking glasses. Refill thermo jug.
4. Replenish the soiled linen.
5. Make up the bed.
6. Clean/vacuum the floor.
7. Dust the furniture and the fixtures, then polish the mirror.
8. Replenish other guestroom supplies.
9. Make up the bathroom.
10.Check overall condition of the room.
Note: For check out room, clean the bathroom first. For occupied room, make up the
bed and clean the bedroom first.

MAKING-UP A BED STEPS AND PROCEDURES

Needed Supplies Where to Place Them

Bed skirt Box spring
Bed pad on top of the mattress
1st bed sheet on top of the bed pad
2nd bed sheet on top of the first bed sheet
Blanket on top of the 2nd bed sheet
3rd bed sheet on top of the blanket
Bed cover- comforter/ duvet on top of the finished bed
Pillow with slip and case at the head of the bed
Gloves

Step and Procedure

1. Gather the needed supplies. Get the required fresh linen and place them in your
cart.
Sizes of bed sheet should always be longer than the bed (almost touching the floor
on the foot side and on the left and right side so that it will be conveniently tucked
in under the mattress.
2. Strip off soiled linen and put them in the linen canvass of the cart (if one is used)
or in a laundry bag or inside a plastic, making sure it does not get in contact with
your uniform and other linen.
3. If a bed skirt is used and it is already soiled, replace it with a fresh one.
4. Lay down the bed pad on the bed. Place it on top of the mattress. Keep it smooth-
flat over the bed. Secure it by tucking- in the garter on the corners.
5. From the head side, lay down the first flat sheet to cover the bed pad, with the
right side up. If the bottom sheet is fitted, simply slip the corner pockets onto the
ends of the bed.
6. Miter all corners then tuck-in the undersides of the sheet in such a way that the
sheet tightly covers the mattress.
7. Pick up the corners of the second bed sheet. Cast the corners towards the
opposite end of the bed to be laid down on the mattress. Laydown this sheet on the
bed with the wrong side up. Smoothen over and leave the edges hanging on the
sides.
8. Lay down the blanket on top of the second bed sheet. The top corner, (head
portion) must be about 8-10 inches away from the head corner of the bed. Let the
blanket hang on the sides.
9. Place another flat sheet on top of the blanket with the right side up. Stretch top
corners towards the head side of the bed as shown.
10. From the head side, fold and tuck in the edges of the last sheet inside the edges
of the blanket.
11. Pick up the edges of the second flat sheet from the head side.
12. Fold them up to the same level as the first fold.

Miter,then tuck in the corners of the 2nd sheet, blanket and 3rd sheet
altogether into the corner of the bed, following the procedures as shown.

1.) From the bed corner, raise the mattress and tuck-in the sheet underneath the
mattress.
2.) Bring the corner of the sheet unto the top of the mattress as if forming a triangle
as shown. Meanwhile tuck in the sheet at the bottom.
3.) Bring down the sheet that you elevated then neatly tuck it underneath the
mattress.
4.) Miter all corners and tightly secure them into the mattress,
5.) Tightly tuck in all remaining sheets on the sides and smoothen to make a neat
appearance.

1. Lay down the bed cover on top of the finished bed.

Spread the cover till it covers the whole bed with edges hanging on the sides.
2. Place the pillow (with pillow slip) on the head side of the bed.
Bring the corners of the cover from the head side and fold/tuck them to cover
the pillow.
3. Smooth over the bed to make a nice presentation.
MAKING-UP A BED - Option 2

Perform steps 1-7

1. After the 2nd sheet, place a blanket or a duvet. The top center of the blanket
or duvet must be 8-10 inches away from the edge of the bed (head side).
From the head side, bring the edges of the second sheet to fold as shown,
and tuck-in the hem inward. Either leave the duvet or blanket hanging on
the sides or they could be mitered and tucked in if no cover is used. While
some hotels make it a practice not to put a covering linen on top of the
blanket, this makes the blanket unprotected from dusts such that there
could be a need to change the blanket daily and this entails a lot of expense.
2. Place the pillows either lying on the head side or leaning against the
headboard. Accessory pillow maybe added to add beauty to the bed and as
added comfort to the guest.
3. You have an option to fold one corner of the folded top as shown, ready for
a turn down.
4. There are hotels who tuck-in in the last 2 sheets on the foot side as shown,
while the sides remain hanging. Bed linens are sometimes used as
additional accessory to the bed.

Make-Up of Check Out Rooms

Materials needed: Room boys cart, equipped with amenities and supplies.

Steps Procedures

1. Check for items left by guests. He If there is any, surrender it to the

might return to claim the item. Housekeeping office and fill up the Lost
and Found Form.
2. Pull the curtains or the blinds to Pull through the pulley.
make the room brighter and more
visible during the makeup.
3. Adjust air condition temperature. Adjust to desired coolness through the
thermostat control.
The room must already be cool once the
guest enters the room.
4. Remove soiled dishes used during Place them at the service station for
used during room service. If not pickup of waiter or bring them to the
removed immediately, they can dishwashing area.
cause pest infestation and foul odor.
5. Empty all ashtrays and waste Empty them into the trash bag of the
basket. cart (if used), wash with soap and water,
then wipe dry with dry cloth.
Trash must be promptly eliminated
since they can breed pest infestation
and cause foul odor.
 Should there be any valuable thrown
into the basket, pick it up and surrender
it to the housekeeping supervisor.
6. Clean the bathroom. Follow standard procedures for
bathroom cleaning.
7. Wash and wipe dry the drinking Rinse first with hot water then wash
glasses to keep them safe from with soap and water; wipe dry, then
bacterial contamination. wrap with a glass or bag or place the
cover (if no bag is available).
8. Clean the thermos jug then refill it Clean with soap and water by using
with cold water. This will eliminate brush, then refill with iced water.
bacterial contamination, if any.
9. Strip the bed of soiled linen and Place the soiled items into the linen
pillowcases and replace them. canvass of the cart. Get fresh ones.
10. Strip the bed of soiled linen and Place the soiled items into the linen
pillowcases and replace them. Soiled canvass of the cart. Get fresh ones from
linen are to be replenished daily. the cart to replace the soiled ones.
11. Make-up the bed. Vacuum or See standard procedures for bed make
shampoo the carpet and the up. Vacuum if lightly soiled and
upholstered furniture (if any). shampoo if heavily soiled. Follow
standard procedures for vacuum
cleaning or shampooing.
12. Thoroughly dust all furniture and Follow standard procedures in dusting.
fixtures. For mirrors and window glass use cloth
and polishing chemical.

13. Polish mirror and all other metaled For metaled fixtures like switch plates,
fixtures. door knobs, thermostat control, use
metal polish. This can remove tarnish
and restores the shine and glow of the
metaled fixture.
14. Make up the bathroom. Follow standard procedures for
bathroom make-up.
15. Fix /close the curtains to prevent Close the light curtains completely. For
the sunrays from penetrating the the heavy ones, leave a distance of
rooms, thereby maintaining the about 1 foot.
room temperature.
16. Check the overall condition of the See if the room is properly cleaned and
room, including installed fixtures made-up and nothing is left
and appliances. unattended.
 EXECUTING NIGHT SERVICE AND TURN DOWN OF BED

Steps Instructions
1. Roll the room boy’s cart towards Place the cart in front of the door.
the guest room.
2. Activate the doorbell or knock Give few seconds in between knocks or
gently. in activating the doorbell.
A loud, repeated sound can be
irritating to house guests.
3. Hang the make- up sign to alert Hang it on the door knob.
others that the room is being
serviced
4. Turn-down the bed. Remove the bed cover, fold it neatly
This makes it convenient for the and place it inside the closet.
guest to get inside the bed, without
the hassle of unfolding the bed
cover. Fold the right corner of the blanket in
triangular position as shown.
5. Draw the heavy curtains back. Pull the curtain pulley ( if any).
6. Refill the jug. Refill the jug with water and ice.
7. Remove room service tray if there is Bring them to the service station for
any. Un-cleared leftovers can breed the pick-up of the room service waiter.
bacteria and foul odor inside the
room.
8. Replenish the towels. Use fresh ones.
9. Check the garbage can for trash Empty it into the trash bag of the cart.
that needs to be disposed. If there is no cart, dispose the trash
directly to the designated disposal area.
10. Empty and wash the ashtray( if Wipe it with dry cloth.
any).
11. Check the bathroom. Change soiled towels with fresh ones.
12. Turn off the lights but leave one At least one lamp makes the room
lamp on. visible.

Inspecting a Vacant, Check Out Room

This task is performed by the floor/Area Supervisor before the room is sold
for occupancy.

PROPER HANDLING OF GUESTS’ REQUESTS IN HOUSEKEEPINGFOLLOWING

SAFETY AND SECURITY STANDARDS

Housekeeping Requests from Guest

Housekeeping is an important area in any accommodation property. Most people see

housekeeping as simply “cleaning guest rooms‟ but from an operational perspective
there is a lot more to housekeeping than just that. The role of housekeeping is to
ensure the comfort and safety of guests while they are staying at a hospitality
organization.
A hotel cannot provide all the necessary items a customer may need inside each and
every room for a number of reasons:
• The room size is too small
• It would become cramped for space
• Not all customers need all items
• The capital outlay for a business would be considerable
• It reduces the chance of damage and theft.
• Handling guest request
In order to ensure the comfort and wellbeing of guests, housekeeping must
develop a good relationship with guests.

This can be achieved by:

 Good personal presentation – as determined by house requirements that apply
to uniforms and personal hygiene
 Greeting guests by name when known
 Providing excellent service at all times
 Not giving the guests the impression that serving their needs is a
chore/imposition
 Not rushing service delivery as and when it is required
 Enquiring “Is there anything else I can do for you?”
 Finishing service delivery with appositive statement: “It’s been a pleasure”
 Providing information to guests (about the property, the local area, tourist
attractions, transport, local customs, currency etc.) – and not just providing
service in terms of specific housekeeping duties
 Assisting guests in public areas (such as the corridors of their floors or in lifts)
or in-room when they see them struggling with their luggage. The assistance
may simply involve offering to call a porter to assist
 Smiling
 Handling complaints in a professional manner
 Providing a safe and secure environment for the guests while they are staying
in the establishment
 Having excellent product knowledge about the appliances, items, features in
guest rooms.
 What’s More

ACTIVITY 3. “Word Hunt!”

Directions: There are ten (10) intrapersonal and interpersonal skills of a
housekeeper in the puzzle. Connect the letters vertically or horizontally to form a
word.

C O M M U N I C A T I O N M
P S G K B U N O M E U U E I
O B N I N D T P N A H T G N
S I O M O E E E O M G I O E
I N N S R A G E V W N O T I
T U I N T U I T I O N X I N
I M Q H U N T E G R I X A T
V W P B N I H O O K M C T R
I S I A A T I N T R O S I O
T T H S D E N U N B U N O S
Y A S E O D G H I N D E N P
B R R E L I A B I L I T Y E
O T E R S D I A H U A L D C
M E D T T O D D O H I K P T
N R A U A N S L T I S O L O
O S E H I G A Y S T O O O I
S E L F R E F L E C T I O N
 What I Have Learned

You are now nearing the end of this module. If you are ready, write a summary of
what you have learned from the previous activities. If you need to learn more, go back
and review the activities that you have done.

Activity 4 “Arrange Me!”

Directions: Arrange the procedures for Room Make-up by writing the sequence on
the space provided.

_____ 1. Make up the bed.

_____ 2. Clean/ vacuum the floor.

_____ 3. Make up the bathroom.

_____ 4. Replenish the soiled linen.

_____ 5. Place the cart in front of the room and knock.

_____ 6. Wash and wipe- dry drinking glasses. Refill thermo jug.

_____ 7. Replenish other guestroom supplies.

_____ 8. Check overall condition of the room.

_____ 9. Empty all trash cans/ basket.

_____ 10. Dust the furniture and the fixtures, then polish the mirror.
 What I Can Do

Activity 5. “Paste Me!”

Directions: Try to look for pictures of Bedroom and Bathroom Amenities from
magazines or old newspapers, cut and creatively paste them on the space provided
and indicate its usage.
 Assessment

True or False.

Directions: Write TRUE if the statement is correct, and FALSE if it is incorrect.

_____1. Guest folder or compendium contains envelope, stationary, post card, ball
pen.

_____2. You can use your room keys or sharp object when knocking.

_____3. Place the soiled items in the trash can.

_____4. You can knock the door even if there is DND sign.

_____5. Come to work clean and properly groomed.

_____6. Hotels follow different approaches in giving the best service they can
provide for their guest.

_____7. The responsibility of a housekeeper is to clean the room of the guests only.

_____8. Items considered as valuables are given one year to be claimed by the owner.

_____9. Guest’s personal items should also be respected by not touching them or
removing them anywhere

_____10. Well-mannered staff is an asset of the hotel as they can help build hotel
guests’ contentment and trust.

_____11. Quality service means a lot to any establishment because once the guest
is satisfied with the service, this would mean continued patronage.

_____12. Shared bathrooms must be cleaned every other day.

_____13. Tailor is employed on site- to mend uniforms, linens and upholstery or

repurpose ripped linens into aprons and rags.

_____14. Bed cover is a comforter, duvet or special cloth with design for cover
purposes.

_____15. Interpersonal skills are traits you rely on when you interact and
communicate with others.
 Additional Activities

Congratulations! You’ve come so far to our lesson. I hope you’ve learned a lot about
our lesson. Now try to answer this activity.

ACTIVITY 6. “Read and Learn!”

Career in the Housekeeping Department

Eva is a university student taking a degree in Hospitality and Tourism
Management. This summer, she has been assigned to start her internship
as a room attendant in a hotel for three months. Expecting to be an event
planner in the future, Eva had a strong feeling that what she did in her
internship seemed to be irrelevant to her career objective. She disliked being
a room attendant because of the long working hours, low pay and heavy
physical workloads involved.

Directions: Answer the following questions.

a. How would you encourage Eva to pursue what she had started?
________________________________________________________________________
________________________________________________________________________
_______________________________.
b. How would you help Eva to have a worthwhile internship and see it as an
opportunity and to treasure it?
________________________________________________________________________
________________________________________________________________________
_________________________________________.
c. Choose a hotel in your locality and list down at least 5 hotel rules and
regulations being implemented in their establishment.
1. _______________________________________________________________

2. _______________________________________________________________

3. _______________________________________________________________

4. _______________________________________________________________

5. _______________________________________________________________
 What I
What I Have What I Can Additional Assessment
Have
Learned Do Activities
Learned
No. Activity 4 Activity 5 Activity 6
5 TRUE
1 6 FALSE
2 9 FALSE
3 4 FALSE
4 1 TRUE
5 3 TRUE
6 8 FALSE
7 10 Answers may vary TRUE
8 2 TRUE
9 7 TRUE
10 TRUE
11 FALSE
12 TRUE
13 TRUE
14 TRUE
What I
No. What’s New What’s More
Know
Activity 1 Activity 2 Activity 3
1 TRUE 1.Fruits 1. Supervisor Communication
2 FALSE 2.pizza 2. Housekeeper Reliability
3 TRUE 3.chocolate 3.Laundry attendant Leadership
4 TRUE 4.cake 4. bathrobe Positivity
5 TRUE 5.milktea 5.bathtub Negotiation
6 TRUE 1. slipper 6. pillow Empathy
7 FALSE 2. boxer short 7. telephone Teamwork
8 TRUE 3.umbrella Introspection
9 TRUE 4.t-shirt Intuition
10 TRUE 5.shoes Self-reflection
11 TRUE 1.chanel bag
12 FALSE 2. Seiko watch
13 FALSE 3.laptop
14 FALSE 4.Ipod
15 TRUE 5.Money
Answer Key
References

Urbiztondo, L. D. (2016). Housekeeping 2016 Edition.

 DISCLAIMER
This Self-learning Module (SLM) was developed by DepEd SOCCSKSARGEN
with the primary objective of preparing for and addressing the new normal.
Contents of this module were based on DepEd’s Most Essential Learning
Competencies (MELC). This is a supplementary material to be used by all
learners of Region XII in all public schools beginning SY 2020-2021. The
process of LR development was observed in the production of this module.
This is version 1.0. We highly encourage feedback, comments, and
recommendations.

For inquiries or feedback, please write or call:

Department of Education – SOCCSKSARGEN

Learning Resource Management System (LRMS)

Regional Center, Brgy. Carpenter Hill, City of Koronadal

Telefax No.: (083) 2288825/ (083) 2281893

Email Address: region12@deped.gov.ph