2ND Quarter TLE 10 Lesson 10

Lesson: Advice Guest on Room and Housekeeping

Equipment

I. Preliminaries

A. Content Standards:
The learner demonstrates understanding of providing effective housekeeping services to house
guest.

b. Performance Standard
The learners independently demonstrate understanding of providing effective
housekeeping services to house guest.

C. Learning Competencies
1. Describe and explain the use of different types of housekeeping and front office forms
2. Practice proper handling of client’s queries through telephone, fax machine, e-mail, etc.
3. Identify common problems related to Housekeeping Services
4. Observe proper handling of different problems in Housekeeping Services

D. Most Essential Learning Competencies

1. Understand the effective housekeeping services to the guest

Transfer Goal: At the end of the lesson the students are able to demonstrate proper handling of
guests’ requests in housekeeping following safety and security standards

II. Content: Observe proper handling of different problems in Housekeeping Services

 2ND Quarter TLE 10 Lesson 10
Lesson: Advice Guest on Room and Housekeeping
Equipment

Activity 2: Virtual Interactive Discussion

Read and study.

Advice Guest on Room and Housekeeping equipment

USE OF DIFFERENT TYPE OF HOUSEKEEPING AND FRONT OFFICE

FORMS
✓ Forms and reports play an important role in managing the housekeeping activities.

It serves as evidence on a specific incident, situation, and happening. Reports are very useful
method for keeping track important information.

1. Housekeeping Attendant’s Daily Assignment Sheet is a form used by housekeepers or room

attendants to record the task during their shift. This form will also help them plan their work for
the day.

2. Maintenance Request form is used whenever there are problems reported by the guest to the
housekeeping department. Common problems are faulty equipment, electrical issues, broken
furniture etc.
3. Housekeeping Work Order form is used when there are request for work to be done.

4. Guest Room Cleaning Checklist

5. Lost And Found Slip is an important document to keep track of records for lost and found
items.
6. Housekeeping Status Report is prepared by housekeeping department and handed down
to the front desk to give them an update as to the status of each hotel room.
 2ND Quarter TLE 10 Lesson 10
Lesson: Advice Guest on Room and Housekeeping
Equipment

PROPER HANDLING OF CLIENT QUERIES THROUGH TELEPHONE,

FAX MACHINE, EMAIL, ETC.

1. Remember not to argue with the guest, remember also that the guest is always right.
2. Listen attentively to the guest and understand what exactly is wrong.
3. Have a log system in the place. Make sure all requests are written and properly
documented.
Handover to the next shift the problems still unresolved.
4. Apologize for the inconvenience caused.
5. Find out exactly what the guest expects during the request. Make sure you ask the right
question to deliver exactly what expected.
6. Record the time for handling the request.
7. Rectify the situation if you can. There are some instances where common sense will
prevail but do not forget the standard procedure of rectifying complaints.
8. Inform the manager of all complaints immediately, even if you have successfully
resolved the situation.
9. Complaints need to be handled positively and with empathy for the guest, aspiring for
100% guest satisfaction.
10. If the problem is out of your authority, inform the manager or Duty Manager.
11. Record all the details in Guest Call Register – nothing down any request or complaint
made by hotel guest.
12. Repeat the request back to the guest before ending the call.

PROPER HANDLING OF DIFFERENT PROBLEMS IN HOUSEKEEPING

• Effective housekeeping can help control or eliminate workplace hazards.

• Poor housekeeping practices frequently contribute to incidents. If the sight of
paper, debris, clutter and spills is accepted as normal, then other more serious
hazards may be taken for granted.
✓ Housekeeping is “not just cleanliness”. It includes keeping work areas neat and
orderly, maintaining halls and floors free of slip and trip hazards, and removing of
waste materials (e.g., paper, cardboard) and other fire hazards from work areas.
✓ It also requires paying attention to important details such as the layout of the
whole workplace, aisle marking, the adequacy of storage facilities, and
maintenance. Good housekeeping is also a basic part of incident and fire
prevention.
 2ND Quarter TLE 10 Lesson 10
Lesson: Advice Guest on Room and Housekeeping
Equipment

❖ Poor housekeeping can be a cause of incidents:

• tripping over loose objects on floors, stairs and platforms
• being hit by falling object
• slipping on greasy, wet or dirty surfaces
• striking against projecting, poorly stacked items or misplaced material
• cutting, puncturing, or tearing the skin of hands or other parts of the body

✓ To avoid these hazards, workplace must “maintain” order throughout awork day.

Effective housekeeping results in:

• reduced handling to ease the flow of materials

• fewer tripping and slipping incidents in clutter-free and spill-free work areas
• decreased fire hazards
• lower worker exposures to hazardous products (e.g. dusts, vapors)
• better control of tools and materials, including inventory and supplies
• more efficient equipment cleanup and maintenance
• better hygienic conditions leading to improved health
• more effective use of space
• reduced property damage by improving preventive maintenance
• less janitorial work
• improved morale
• improved productivity (tools and materials will be easy to find)

✓ A good housekeeping program plans and manages the orderly storage and
movement of materials from point of entry to exit.

✓ Housekeeping order is "maintained" not "achieved." Cleaning and organization

must be done regularly, not just at the end of the shift. Integrating housekeeping
into jobs can help ensure this is done. A good housekeeping program identifies
and assigns responsibilities for the following:

• clean up during the shift

• day-to-day cleanup
• waste dispose
 2ND Quarter TLE 10 Lesson 10
Lesson: Advice Guest on Room and Housekeeping
Equipment

Activity 3: Enumerate
Directions: The student will enumerate and explain the uses of different types of front
office forms
Front Office Forms Uses of Front Office Forms
a.)

b.)

c.)

d.)

e.)

f.)
 2ND Quarter TLE 10 Lesson 10
Lesson: Advice Guest on Room and Housekeeping
Equipment

Activity 4: try to Draw.

Direction: Illustrate at least three (3) kinds of offices form in the hotel.

Hotel
forms
 2ND Quarter TLE 10 Lesson 10
Lesson: Advice Guest on Room and Housekeeping
Equipment

Activity 5: Insight about Advice Guest on Room and

Housekeeping Equipment

Direction: Give some insight about the concept of Advice Guest on Room and
Housekeeping Equipment

Advice Guest on Room and

Housekeeping Equipment
 2ND Quarter TLE 10 Lesson 10
Lesson: Advice Guest on Room and Housekeeping
Equipment

Activity 6: Virtual Interactive Discussion

Manual Cleaning Equipment

As the name suggests, they are used manually to keep the surfaces clean. Some
commonly used manual equipment are −
• Abrasives − They are the sharpening stones or grit papers used to polish metal
or wooden surfaces.
• Brushes − They are handheld flat brushes with bristles to dust the plain surfaces
as well as the corners. They help removing stubborn dust.
• Chambermaid’s Trolley/Housekeeping Trolley − This trolley is large enough to
keep all the guest room and guest bathroom supplies in an organized manner. It
makes the housekeeping staff to move it around and carry large number of items
in one go while keeping and cleaning the guest rooms.
• Dustbins − They are used to collect daily garbage produced in the hotel.
• Dusting Cloths − They are soft cloths used for wiping the surface dust.
• Dustpans − They are used to collect dust and garbage from the floor and putting
it into the dustbin.
• Janitor’s trolley − It is a trolley that stores cleaning supplies such as detergents,
spray bottles, dustbin, mop, and dusting cloths, all in a compact manner.
• Mops − generally made of flat cotton strings or heavy-duty sponges fixed on the
metal frames. The cotton mops have high absorbing ability but need more care
unlike the synthetic mops that offer almost zero absorbing ability and very less
maintenance.
• Mop Wringer trolley − A mop bucket cart (or mop trolley) is a wheeled bucket
that allows its user to wring out a wet mop without getting the hands dirty. The
mops are squeezed between two surfaces to remove dirty water from it.
• Scarifying machine − It is used for keeping gardens, golf courts, and lawn in the
hotel premises. It cuts through the turf, and removes moss and dead grass. It
helps grow spongy lawn.
 2ND Quarter TLE 10 Lesson 10
Lesson: Advice Guest on Room and Housekeeping
Equipment

Electrical Cleaning Equipment

As the name depicts, this equipment requires electrical power to operate. They are
operated either on AC power or on the battery. Some important electric equipment is:
• Box Sweeper − It is electric sweeper that consists of a friction brush. The brush
often is fit to revolve vertically or horizontally, when the equipment moves on the
surface. It can clean floors as well as carpets. The wider the better is the box
sweeper brush.
• Vacuum Cleaner − It is again a majorly used equipment in hotel housekeeping.
It comes with a suction motor fit in a case, a hose, and various attachment for
delicate as well as tough cleaning requirements.
• Polishing Machine − They are used to add a shine to the floors of most
frequented areas of the hotel.
• Scrubber − It is a floor care accessory that comes with handheld electrically
operated scrubber. It is used where only mopping doesn’t suffice. It can scrub
stubborn and sticky stains on the floors of cafeterias, restaurants, lobbies, and
fitness areas where people can take food and beverages.
• Vapor Cleaning Machine − They are used where the chemical odors are not
desired. They are equipped for continuous operation. They heat up quickly and
work with low amount of moisture. They kill the beg bugs and their eggs, the
yielding a completely clean environment.
 2ND Quarter TLE 10 Lesson 10
Lesson: Advice Guest on Room and Housekeeping
Equipment

Deepen
Activity 7: Listing.
Direction: List the following.

1._________ 1._________
2._________ 2._________
3._________ 3._________
4._________ 4._________
5._________ 5._________
 2ND Quarter TLE 10 Lesson 10
Lesson: Advice Guest on Room and Housekeeping
Equipment

Activity 8: Give the difference.

Direction: Give the difference between Manual

Equipment and Electrical Equipment.

Manual
vs Electrical
Equipment
Equipment.
 2ND Quarter TLE 10 Lesson 10
Lesson: Advice Guest on Room and Housekeeping
Equipment

Seatwork 1: FACT OR BLUFF

Direction: Write FACT if the statement is true and BLUFF if the statement is
false

_____1. Brooms Sweeping brooms consist of long bristles gathered together into handles. The
bristles of the brooms are made of grass, corn or coconut fiber.

_____2. Vapor Cleaning Machine They are used where the chemical odors are not desired. They
are equipped for continuous operation.

_____3. Polishing Machine, they are used to add a shine to the floors of most frequented areas
of the hotel

_____4. Vacuum cleaners remove debris, soil or water from the surface by suction. All vacuum
cleaner works on the same operating principle

_____5. Dustbin are used to collect daily garbage produced in the hotel.

_____6. Spray bottle are used to spray water or chemical solutions on the surface that needs
cleaning. They are also used to spray water on the delicate flowers or leaves of flower
arrangement.

_____7. Mop Wringer trolley A mop bucket cart (or mop trolley) is a wheeled bucket that
allows its user to wring out a wet mop without getting the hands dirty. The mops are
squeezed between two surfaces to remove dirty water from it.

______8. Wet /damp mop These mops are used in conjunction with buckets for the removal of
dirt adhering to a surface

_____9. Spray bottle are used to spray water or chemical solutions on the surface that needs
cleaning. They are also used to spray water on the delicate flowers or leaves of flower
arrangement.

______10. Scarifying machine It is used for keeping gardens, golf courts, and lawn in the
hotel premises. It cuts through the turf, and removes moss and dead grass. It helps grow
spongy lawn.
 2ND Quarter TLE 10 Lesson 10
Lesson: Advice Guest on Room and Housekeeping
Equipment

Seatwork 2: Give Me.

Direction: Give an example of scenario of guest

complaint and how to resolve the situation using table
below.

GUEST COMPLAINT SOLUTION TO THE PROBLEM

 2ND Quarter TLE 10 Lesson 10
Lesson: Advice Guest on Room and Housekeeping
Equipment

Seatwork 3. True or false

Direction: Write T if the statement is correct and F if it is incorrect.

_________1. Apologize for the inconvenience caused

__________2. Effective housekeeping can help control or eliminate workplace hazards.

__________3. Housekeeping is “not just cleanliness”.

_________4. Effective housekeeping is an ongoing operation

_________5. Record the time for handling the request.

________6. If the problem is out of your authority, inform the manager or Duty
Manager.
_________7. Listen attentively to the guest and understand what exactly is wrong

________8. Inform the manager of all complaints immediately, even if you have
successfully resolved the situation.

_________9. Remember not to argue with the guest, remember also that the guest is
always right.

_________10. Have a log system in the place. Make sure all requests are written and
properly documented.
 2ND Quarter TLE 10 Lesson 10
Lesson: Advice Guest on Room and Housekeeping
Equipment

Activity 9: what have you learned?

What have you learned?

Direction: Sum-up what have you learned by answering the following questions.
1. What are the different Types of Housekeeping and Front Office Forms?
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2. What is the importance of Front Office Forms of Housekeeping?
______________________________________________________________________
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