HOUSEKEEPING NC ii CORE 1 PROVIDE HSK SERVICES TO GUEST
1. 1. Why is it important to plan for the organization of a housekeeping
department in the hotel operations and management?
2. Enumerate the 6 core competency of housekeeping.
3. Label the organization structure of housekeeping department.
2. 4. Define the following terminologies in housekeeping
- Amenities
- DND
- Interpersonal Skills
- Intrapersonal Skills
- Form
- Early Maid Service
5. What is the main purpose of an organizational structure in
housekeeping?
6. HOUSEKEEPING NC II
BASIC COMPETENCY
(18 HOURS)
COMMON COMPETENCY
(18 HOURS)
1. Participate in workplace
communication
2. Work in team environment
3. . Practice career
professionalism
4. Practice occupational health
and safety procedures
1. Develop and update
industry knowledge
2. Observe workplace hygiene
procedures
3. Perform computer
operations
4. Perform workplace and
safety practices
5. Provide effective customer
service
7. CORE COMPETENCY
(400HOURS)
1. Provide Housekeeping Services to
Guests
2. Clean and Prepare rooms for incoming
Guest
3. Provide Valet/ Butler Service
4. Laundry Linen and Guest Clothes
5. Clean public areas, facilities and
equipment
6. Deal with/ handle intoxicated guests
9. HOUSEKEEPING
“provision of a clean, comfortable, safe and
aesthetically, appealing environment.
is an operational department in a hotel, which is
responsible for cleanliness, maintenance, aesthetic
upkeep of rooms, public areas, back areas and the
surrounding.
11. - supplies like dental kit, bath
soap, vanity kit, etc. that add
to guest comfort and
convenience.
Ameniti
es
12. 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.
13. Early
Maid
Service
a room status term indicating that
guests had reserved or had
requested that their room be
cleaned as soon as possible.
14. Forms - document that serves as evidence
in a specific incident, situation, and
happening.
15. House Rules - set of rules strictly implemented and is
designed to be followed for discipline and
safety.
16. Hotel
House Rules
- Designed to instill discipline among
hotel staff, thereby ensuring guest
satisfaction in terms of comfort,
safety, and security.
17. Intrapersonal
Skills
It is also called personal skills. These are the
abilities and talents that exist within one
person which aids him or her in problem
solving.
18. Interpersonal
Skills
It is also called people skills. These
are the skills we use in
communicating and interacting
with people.
20. Professionalism – are traits needed in the work place
which includes specialized skills, good
judgment, and polite behavior of a
person who is trained to perform
one’s job well.
21. Entry into a
Guest’s Room
One of the responsibilities of a
housekeeper is to clean the room of
the guests.
In entering a guest’s room, most
hotels have a mandatory two-knock,
three announcement rules. Upon
entering the room, the housekeeper
again announces “housekeeping”
22. Cleaning Another function of
housekeepers in hotels is to
make sure that the room of a
guest is clean and in order.
expected to complete a series of
cleaning and sanitizing
procedures.
23. Lost and
Found
Lost and found items after a guest’s
departure must be reported immediately to
the floor supervisor.
It is the duty of the floor supervisor to check
whether the guest is still around or not. If
the guest is no longer around, the floor
supervisor will follow the lost and found
procedure.
24. Hotels 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.
25. 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.
26. Valuables
Are lost and found items such as cash,
gadgets, and jewelry. 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.
27. Professionalism Professionalism is a trait that is
highly valued in the workplace.
This includes specialized skill,
good judgement, polite behavior,
honesty, and integrity.
28. Interpersonal and Intrapersonal Skills of a
Good Housekeeper
Interpersonal skills or people skills are
the life skills we use in communicating and
interacting with people while intrapersonal
skills or personal skills are the abilities and
talents that exist within the individual, which
aids him or her in problem solving.
29. Stephen
Fiore
a professor at the University of
Central Florida, the two skills
have long been recognized as
important factors to be
successful in school and in
workplace.
30. Interpersonal Skills
Ability to manage conflict
Being able to manage and handle differences in
opinions and always seeking win-win resolutions.
Ability to solve problems
Ability to choose the best course of action in
situations while considering the needs and
perspective of others.
31. Ability to communicate clearly
Being able to speak with clarity and
directness and at the same time being
sensitive to the need of the receiver.
Ability to listen
Ability to hear people’s perspective by setting
aside judgment.
Demonstrate responsibility
Being able to dot he things you say you will
do.
32. Being accountable for your actions
Being able to face the consequence of your action
and not blaming others.
Showing appreciation
Being able to show people that you value them and
their contribution.
Flexibility
Ability to be open to new different way of doing
things.
34. Self- management or self-development
The ability to work autonomously and to motivate
and monitor oneself. It also includes the ability to
acquire new information and skills related to work.
Relationship Management
The ability to build relationship based on mutual
trust and respect.
Social Awareness
Being in tune with other’s feelings and needs.
36. The Executive Housekeeper
The executive housekeeper is the head of
housekeeping and serves several responsibilities
that include:
managing the housekeeping team;
translating all hotel policies, procedures, and
standards into housekeeping operations;
serving as the representative of the department
during top management meetings, and
ensuring all resources are effectively utilized.
37. Assistant Housekeepers
assistant housekeeping is the head of a given shift and is
responsible in managing the resources provided by the
executive housekeeper to achieve its goal of cleanliness,
maintenance, and attractiveness of the hotel during a given
shift.
It is also his or her responsibility to translate into practice
all the housekeeping supervisors and executive
housekeepers’ policies, procedures and standards making
sure that executive housekeepers actualize them at the
grass root level of operations. In the absence of a
housekeeper, an assistant housekeeper will take over.
38. Floor Supervisors
Floor supervisors are responsible in checking the cleanliness
and maintenance of guest rooms on allotted floors for quality
assurance.
They are also responsible in controlling the housekeeping
personnel which compose of room attendants and housemen.
They are also responsible in controlling the material assets of
the floor such as bed and bath linen, guests and room
amenities, and cleaning equipment and detergents.
They are the ones who supervise the changing of floor linens
with the assistance of laundry department and ensure their
proper storage in the floor pantry.
They also give feedback to the front desk office of the
availability of guest rooms in each shift for occupancy.
39. Control Desk Supervisor
The housekeeping control desk is considered as the
main communication center of the housekeeping
department.
A control desk supervisor has a very important role
to play, that is to ensure the communication with
housekeeping personnel is coordinated to all staff
of the hotel.
The major responsibility of a control desk
supervisor is to coordinate with the maintenance
department to make sure all maintenance requests
40. Public Area Supervisor
The public area supervisor is responsible for
ensuring that the public area attendants or
housemen are doing their job in maintaining
the cleanliness, orderliness, and upkeep of
the aesthetic image of all public areas in the
hotel like the lobby, hallways, banquets
space, and public restrooms.
41. Linen Room Supervisor
Linen room supervisor is responsible in
coordinating the exchange of soiled linen for clean
ones.
He or she also the custodian of all linens used and
the one responsible for the maintenance and
proper storage of linens to minimize loss.
The linen room supervisor is tasked to coordinate
closely with the laundry supervisor for the supply
of clean linens.
42. Laundry Supervisor
Laundry supervisor is responsible for ensuring that
laundry attendants are doing their job-washing,
drying, folding, and pressing items-properly.
43. Uniform Room Supervisors
The major responsibilities of a uniform room
supervisor include keeping all uniforms in safe
condition and to issue laundered uniforms to hotel
staff.
44. Room Attendants
Room attendants are also called chambermaids
since mostly women are employed for the job.
They are the ones who are responsible for the
cleaning and maintenance of assigned guest
rooms.
They serve as the eyes and ears of the security team
to report any untoward incidents.
Room attendants also make sure that the privacy of
all their guests are no invaded.
45. Laundry and Linen Room Attendants
Laundry and linen room attendants are responsible
for laundering linens, towels napkins, aprons,
uniforms, and any other items.
Tailor or Upholsterers
Tailor is employed on-site to mend uniforms, linens,
and upholstery or repurpose ripped linens into
aprons and rags.
46. Guestroom Cleaning, Care, and
Maintenance
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 inquires maintenance,
or if a property is lost.
• Use correct equipment and cleaning agents to clean surfaces.
47. Phases of Cleaning a Hotel Guests Room
Phase 1
• Opening the windows to air out the room and turning
off of 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.
48. Phase 2
• Removal of dirty towels from the bathroom (bath
towels, hand towels, and face towels)
• Spraying the cleaning products necessary for
disinfection
• Removal gloves.
Phase 3
• Making up bed
49. Phase 4
• Dusting all surfaces such as bedside table, desk, chair, tv.
Phase 5
• Cleaning the bathroom
Phase 6
• Replacing all free hotel products such as brochures, mints,
shampoo, soap and etc.
• Vacuuming the room.
• Checking over the room, making sure that everything is in place.
50. Bedroom and Bathroom Amenities in a Hotel
Bedroom Amenities
• Spacious bedrooms with king or queen size beds.
• High grade premium pillow top mattress
• Premium quality linens
• Plush duvet
• Extra pillows
• Clothes hanger
• Bedside alarm clock
• Cordless telephone
• High-speed internet access
• High definition flat screen televisions
• Desk comfortable desk chair
51. • Cable television channel
• Mini- fridge
• Iron and ironing board
• Bedsides telephone with note pad and pen
• Safety deposit locker
• Coffee maker
• Telephone directory and service directory
• Luggage scale
• Printing of boarding pass for free
Bathroom Amenities
• Shampoo, conditioner, bath gel, lotion, blade dispenser
• Toothbrush, hairbrush, comb, shower cap
• Cotton swab, razor, shaving foam, scrub towel
• Hair dryer, hot and cold shower, shoe mitts
• Disposal bag, shower cap, tissue, water, tumbler
52. Conducting Room Check, Turndown, and Make up beds
The bulk of cleaning in hotels is done mostly in the morning shift but there are
expectations like the rooms with a DND or “Do Not Disturb” signs, rooms which
are occupied by late nights guests, And early morning arrivals by guests with
international flights. These are cases when an evening service or turndown
service is needed.
Turn Down Service (TDS) is a special service provided by the housekeeping
department in which a housekeeper enters a guestroom early in the evening to do
second cleaning or tidying up the room, re-stocking supplies, and turning down
the comfortably.
53. • An item is typically left on top of the pillow that has been
turned down, this is usually any of the following: flowers, a
chocolate, candies, cookies and etc. other hotels have more
elaborate turn down amenities and services such as
bedtime stories for children and cocktails served for
couples.
54. Taking and Handling of Guests’ Housekeeping Requests
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.
Guests request in housekeeping could be items or services like
rollway beds, additional pillows and blankets, irons, hair dryers,
additional cleaning, additional room, supplies, and lost properly
inquiries. Handling guests’ requests is a simple task, but if you fail to
follow all procedure properly this might lead to bigger problem.
55. Taking Requests and Handling Complaints from Guest
1. Remember not to argue with the guest, remember also
that guest is always right.
2. Listen attentively to the guest and understand what
exactly is wrong.
3. Have a log system in 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.
56. 5. Find out exactly what the guest expects during the request.
Make sure you ask the right questions to deliver exactly what is
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 all the manger 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.
57. 10. If the problem is out of your authority, inform the manger od
duty manager.
11. Record all the details in guest call register- noting down
any request or complaint made by hotel guest.
12. Repeat the request back to the guest before ending the
call.
58. Tips in Handling Guests Request
1. Handle all guest requests within then minutes.
2. Use proper door knocking standards when arriving at the guest’s
room.
3. Be prepared to handle situations like angry guests when you arrive
at the room.
4. Inform the front desk staff by radio or cellphone as you have
completed the request.
5. Guest should be kept informed of the development of his or her
request.
59. Types of Housekeeping and Front Office Forms
Form and reports play an important role in managing the
housekeeping activities. It serves as evidence in a specific
incident, situation, and happening. The information contained in
reports can be used to make very important decisions that
affect the establishment.
60. Housekeeper should be knowledgeable in filling out
housekeeping forms which includes:
• Housekeeping daily assignment checklist.
• Maintenance request form;
• Housekeeping work order form;
• Guest room cleaning checklist;
• Stock requisition form; and
• Lost property report.
61. 1. Housekeeping Attendant’s Daily Assignment Sheet
- is form used by housekeepers or room attendants to record the task done
during their shift.
- This form is also help them plan their work for the day. After each room is
serviced, the room attendant must list down the time they have entered the
room for the for the room service and log their time out after completion.
- They must also note down the room status before service and after service,
the number of extra bed or cot placed, and also the number of linens replaced
in the room. The housekeeper will receive this form after their briefing in the
morning before they can start their daily task.
62. 2. Maintenance Request Form
Maintenance request form is used whenever there are problem
reported by the guest to the housekeeping department. Common
problems for maintenance are faulty equipment, electrical issues,
broken furniture, tv not working properly, etc.
63. 3. Housekeeping Work Order Form
Housekeeping work order form is used when there are
requests for work to be done.
64. 4. Guest Room Cleaning Checklist
The guest room cleaning checklist is used by the housekeeping
supervisor to check, on a daily basis, how the cleaning service
for every guest room was done. This is done to be able to
attain guest satisfaction. The use of this form is to establish a
set of procedure that would ensure there will be no defects and
any missing amenities for the guest.
65. 5. Lost and Found Slip
Lost and found slip is an important document to keep track of
records for lost and found items.
66. Housekeeping Status Report
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. The front desk then
assigns rooms to arriving guests based on the occupancy
report.
67. Guest Orientation on House Rules
House rules serves as an agreement between the guest
and the hotel under which rooms are permitted to be used by
the guests. All guests when checking is should read the house
rules to prevent mis understandings. It is a must to be familiar
with the house rules and to fully adhere to them because any
violation of the house rules means cancellation of reservation
and charge of the full amount of price of accommodation.
68. House Rules
• Check in time: 2:00pm/ Check out time: 12:00noon. Check in time for
overnight stay is 2:00pm while check out time is 12:00noon the following
day. There will be no adjustment in check out time if the guest check in later
than 2:00pm. Late check out will be charged accordingly with extra
payment. Guest who come in earlier than the designated check in time may
stay at the hotel waiting area or that restaurant area at no additional cost.
• Fifty percent (50%) down payment is required to confirm reservation.
• Rates are subject to change without prior notice.
• Room capacity shall be strictly observed. An additional amount shall be
charged in excess of maximum occupancy.
69. • When leaving the premises of before going out, please endorse room
keys to the front desk employee.
• Please do not remove inventory items. Do not take indoor furniture
outside. Do not move around from one room to another. Any items
missing from inventory or any damages and losses of items inside the
rooms belonging to the hotel shall be charged to the room occupant.
• The hotel is not liable for the lost, stolen, or damaged items. Please keep
all your valuables and do not leave your things unattended.
• For security reasons, visitors are not permitted in the hotel guest room.
Hence, guests are advised to refrain from entertaining any person who is
not known to them.
70. • Hotel shall respect your privacy at all time, however, illegal activities
or disorderly conduct inside the rooms within the hotel premises are
strictly prohibited. The management reserves the right to eject any
guests found engaging in fights or violence, found using illegal drugs,
or under the influence of alcohol and disrupting the peace and order
of the hotel.
• Guests are required to observe these house rules which are
designed and aimed for their protection. The management reserves
the right to implement additional and applicable rules to regulate the
safety and well-being of our guests.
71. Handling of Clients’ Queries
According to Dan Huckle, a business development expert, “most
inquiries are requests for information about products or services. When
people inquire, they expect you to be knowledgeable about your
product or service at the same time they also expect you to be
approachable. They will appreciate it more if they feel you have given
them a personal service. If the inquiry is a complaint, keep calm,
because if you handled it properly that costumer can become your
number one costumer. Some of the best business relationships are
one that start with problems.”
72. Useful Tips in Answering a Call
Telephone plays a very important role in the hotel industry. This
is used to answer guests booking inquiries, guests requests, and for
other various purposes and services. It is therefore important that you
know the basic techniques in answering calls.
73. • Answer the phone within three rings.
• Say the name of the hotel, your name, and the customary greetings.
• Have in hand a pen and paper for documentation.
• Listen carefully to the details being said by the caller.
• Make them feel that they have your full attention.
• Explain the reason if you want to put them on hold. Wait for their
response.
• For callback, do it in the soonest possible time. Do not forget to say
the approximate time you can do the callback.
• Repeat all the details.
• End the conversation politely.
74. Common Problems Related to Housekeeping and Ways of Handling Them
The most common problems related to housekeeping are noise coming
from other rooms, rooms not cleaned properly, rooms lacking amenities,
equipment malfunction, laundry error, theft complaint, communication problems
with hotel staff, and unusual items visible during room servicing. Sharon Glancy
the managing director of Stonebow that is the training division of People’s 1st
which runs a range of training curses in hospitality, leisure, travel, and tourism
industries, recommends a handy acronym LAST (Listen, Apologize, Solve,
Thanks) to solve problems faced by a housekeeping staff. According to her, all
problems are about good communication. This means that when problems arise
and the staff is trained how to genuinely and actively listened to the complaint,
demonstrate understanding, and apologize after the problem has been resolved,
guests are less likely to leave frustrated.
