LESSON 1 (FLO) FUNDAMENTALS OF LODGING OPERATIONS.pptx

UNIT 1
TOPIC 1: PROVIDE HOUSEKEEPING
SERVICES TO GUEST

The Organizations of Lodging Establishment
.
Depending on the lodging establishment's size,
either a limited and a full-service hotel is an
Organizational Structure.

STRUCTURE FOR A FULL-SERVICE
Hotel General Manager
Accounting Front Office
Housekeeping
Security
Sales and Marketing
STRUCTURE FOR A FULL SERVICE HOTEL
General Manager Rooms Food and Beverage
Human Resource Marketing and Sales Accounting
Front Office
Housekeeping
Security
Engineering
Food Production Food Service Room Service
Stewarding
Recruitment Benefits
Training Controllers
Finance Purchasing Audit
Storeroom

DIVISION OR DEPARTMENT OF HOTEL
Under the room's Division, this is concerned with
accommodations in the front office, Housekeeping,
security, and engineering. Each has specific duties to
perform to ensure quality services from the establishment
and guests' safety and security. Besides, all the other
divisions are essential in providing quality service to their
guests.

1. Rooms Division - is called the front office in a limited-service hotel,
but it comprises the front office, Housekeeping, security, and
engineering. The main product of the hotel is the guest room.
a. Front office - are responsible for the guest reservation, guest check-in,
checkout mail and information services, and concierge services. It is
the nerve center of the hotel.
b. Housekeeping - the upkeep and maintenance of cleanliness in a
lodging establishment, ensuring everything is to feel safe and secure and
make their stay comfortable.
c. Security - the guest protection is the main priority, same with the
employees, property of the hotel's guest, and assets.
d. Engineering and maintenance - ensuring everything in the hotel
premise is functioning

2. Food and Beverage - responsible for the guest's tangible products to
the guest to avail from their outlet in restaurants, coffee shops, bars,
and room service.
3. Sales and marketing - responsible for selling and marketing its hotel products
and services.
4. Accounting - responsible for the finances such as payments of guest bills,
employee compensation, income statements, securing cash, and monitoring
assets.
5. Human Resource - responsible for sourcing, interviewing and recruiting
qualified staff for different positions in a lodging establishment.
6. Information Technology- responsible for the maintenance of all its devices,
such as telephone, hotel management software, internet, and other

Types of Hotel
The type of hotel helps the management decide
on the organizational and departmental
structures of an establishment. Hotels can be
categorized based on the guest type, size,
location, target market, and ownership.

Hotel Guest Type
● Walk-in - a guest without a reservation
● Transient - an individual traveler with a reservation, staying in a
lodging property for a maximum of 30 consecutive days
● Corporate - is an individual or group people who made a
reservation under the corporate name. 38
● Group - are travelers by five, ten, or more people that receive a
special discount rate negotiated between the group and the hotel.
The group travelers may be for educational purposes, pilgrimage in
religion, and even military groups for special training and seminars.

Hotel Type Size
If the hotel management needs to compare different hotels within
the same size, knowing the hotel's number of available rooms is
essential.
The number of rooms of service categorizes is provided.
● Below 200 rooms - Very small
● Up to 200 rooms - small
● 200 to 399 rooms - medium
● 400 to 700 rooms - large
● More than 700 rooms - Mega

Hotel Types of location
Hotels may also be categorized based on their location.
Some examples are:
1. Airport Hotel - it is an accommodation located near the airport. The guests in transit use them for short
stays. The hotel need not be connected with the airport to be able to operate. In an airport hotel, a
shuttle is available to transport guests from the airport or vice versa.
Examples: Remington Hotel, Belmont Hotel

2. Boatels - It is a boat sleeping accommodation used as a hotel.
Examples: Boatels in Czech, Devulo in Paris

3. City Center - these are hotels located in the heart of the city near a
commercial area.
Examples: Dusit Thani Manila, Fairmont Makati

4. Motel - these are small hotels usually located along highways that
provide lodging and parking. The parking area is accessible to their room.
Examples: Victoria Court, Sogo Hotel

5. Floating hotels - referred to as cruise ships, hotels not located at the
land, but with facilities and services like a hotel.
Examples MS Allure of the Seas, Royal Princess

6. Resorts - it is a luxury facility and is intended primarily for vacationers
and is located near unique attractions such as beaches and seashores,
scenic or historic areas, ski arks, or spas.
Examples: Walt Disney World Resort (Orlando, Florida Banff Springs
Hotel (Alberta, Canada)

LESSON 1 (FLO) FUNDAMENTALS OF LODGING OPERATIONS.pptx

1. Airport hotel - provide accommodation to airline passengers or any
guests with canceled or delayed flights.

2. Business Hotels - cater to guests whose primary purpose of
traveling is business.

3. Bed and Breakfast (B&B) - small hotels that provide breakfast meals
and accommodation to transient guests. B&B owner, who usually cooks
breakfast for the guests, usually stays in the same premises.

4. Casino Hotels - are hotels that have entertainment facilities on the
premise that provide accommodation mainly to guests interested in
gambling.

5. Resort - are usually located in a private or secluded area.

Self-check: Identification: Write answer from the space provided before each number
_________________________1. The guest room is filled with basic necessities.
_________________________2. This offers the highest level of accommodations
_________________________3. A guest without a reservation.
_________________________4. Referred to as cruise ships not located at a solid ground
_________________________5. The example is Victoria Court
_________________________6. Keeps the hotel and the areas clean and hygienic
_________________________7. Responsible for selling and marketing the hotel products.
_________________________8. Responsible in keeping the property safe and secured from external
hazards.
_________________________9. The size of the hotel is 200 to 399
_________________________10. The primary purpose of travelling is business

UNIT 1
TOPIC 2. HANDLE HOUSEKEEPING
SERVICE TO GUEST

Housekeeping is an essential lodging property. People may see
that Housekeeping merely is cleaning the rooms, but it is more
than that from an operational perspective. The role of
Housekeeping is to ensure the comfort and safety of the guest.
The guest must enjoy their room and enable guests to access
items as quickly as in their own homes. The word house refers
to a hotel while keeping is for cleaning in orderly maintenance.
Housekeeping as the hotel department is a task to maintain
cleanliness and orderliness according to set standards.

HOUSEKEEPING
is doing cleaning tasks in a house, hotel, other
locations, or the department of employees. - it is
performing all the duties towards cleaning,
maintaining orderliness in a house or a business
property.

Two Types of Housekeeping
1. Domestic Housekeeping - applies to housekeep maintenance at home,
where the mother is usually responsible for maintaining its cleanliness and
orderliness.
Domestic Housekeeping Areas of Responsibility
● Bedroom
● Living room
● Bathroom
● Dining room
● Kitchen
● Grounds

2. Institutional Housekeeping - refers to housekeeping
maintenance in commercial lodging establishments like hotels,
motels, resorts, inn, and others
Institutional Housekeeping Covers Different Areas of Responsibility
Guest Rooms - hotel lobby area - parking area
Hallways -Front Desk reception - swimming pool area
Elevator lobby - Lounge areas - Garden area
Housekeeping pantries -business centers - Drive-thru pavements
Floor back stairs - boardrooms - perimeter sidewalk
Walkways -Restaurant and function Rooms

Advantages that the housekeeping Department may offer to
the guests ,
1. A clean and hygienic atmosphere
2. Comfortable and convenient stay
3. Privacy
4. Safety and security
5. Provision of amenities
6. Making guests feel good

THE STANDARD OF IDEAL
HOUSEKEEPING
1.Cleanliness
● All areas and surfaces of the hotel premise are clean and sanitized
● Closets, cabinets, and storage areas are well kept and clean
● Furniture and fixtures are dust, doorknobs and metal fixtures are polished with the right metal
polishing chemicals
● Windows and glass panels are brushed and polished
● When needed, floors are vacuumed, polished, or shampooed
● Grounds are liter-free and soil-free.

2.Orderliness
● Facilities and fixtures are arranged correctly and mounted in an
appropriate location
● Room amenities installed in an appropriate location
● The linens are neatly fold
● The beds are makeup properly; linens are mitered and wrinkle-
free.

3. Sanitation
● The whole area is free from all bacterial contamination, such as undisposed garbage
and leftover, stagnant water.
● Wet garbage is properly underline with plastic, covered, and disposed of correctly.
● All items for guests' personal use of guests and which come in contact with the body
like linen, cutleries, glasses, are sanitized with sanitizing detergents to protect the guest
from bacterial contamination.
● Glasses and water jugs install in guestrooms are covered.
● The area is protected from pest infestation and regularly fumigated.

4. Guest’s comfort
● The guest rooms are adequately ventilated and well-
lighted
● Gues are not disturbed by noise and other forms of
distractions
● There are ample comforts for guests, such as linen,
toiletries, drinking glass

5. Eye appeal
● The ambiance is soothing in the eyes, not dim or dull
● There are a suitable interior design and proper
blending of colors
● No eyesore can find in guest contact areas
● Wall decors and TV sets are posts at eye level.

6. Safety
● The rooms, rooms, and public areas are free of any security risks such as an open
electrical socket, hanging wires, damaged tiles, slippery floors, and broken chairs
● The building provides all required safety facilities like ventilated fire exits,
emergency alarm, fire extinguisher/hoses, illuminated safety signs. Safety standards
prescribed for building maintenance by the government are strictly enforces.
● Emergency instructions in all rooms are provided.
● The hotel is equipped for any emergency, has well-organized security or
emergency protocols and brigade for emergencies.
● Both workers undergo emergency response protocols.
● Professional roving guards are available for monitoring movements in guest
rooms and for ensuring guest security.

7. Materials Control and Preventive Maintenance
● Supplies and Services have a set budget
● Deliveries are often tracked, and excessive consumption is calculated
and recorded
● Par stock requirements are maintained, regular requisitions are
updated
● All tools and equipment are stores safely in their appropriate storage
● Chemicals are adequately diluted and used sparingly
● Supplies and materials consume with the limit of the budget

● Working conditions of all appliances and equipment are regularly checked
to avoid malfunction that may cause accidents
● Losses, damages, and equipment breakdown are correctly reported,
documented, and accounted for, given appropriate action
● Inventory of supplies and materials are done regularly
● Effective control measures design and enforced to prevent losses and
pilferages
● Regular cleaning and check-up of equipment undertaken
● Staffs trained on the proper use and maintenance of equipment

8. Guest Relations
● Guests requests and concern are to give prompt and proper attention
● Staffs are tact and pleasant as well as in dealing with guests’ complaint
with diplomacy
● Tact and courtesy is well observed in dealing with customer complaints
● Customer feedback is taken into consideration to determine the guest’s
satisfaction
● Issues and concerns of customers are logged and will discuss during the
meeting for correction
● The staff gives their best service to the guest patronage and retention

● The staff gives their best service to the guest patronage and
retention
● Customer needs and concerns will attend with promptness
● There is an accurate and appropriate response to inquiries
● The staff does out their way to render extra service to guests
● Guests with particular problems like the sick, intoxicated ones
will give the necessary assistance and support (Roldan, 2014)

HOUSEKEEPING DEPARTMENT ROLES
AND RESPONSIBILITIES
1.Executive Housekeeper - Chief of housekeeping
department, heads the entire housekeeping
department. He/she ensures that set standards and
procedures are maintained and achieved at all times.

2.Assistant Executive Housekeeper - the assistant executive
housekeeper, ensures the overall cleanliness, condition, sanitation,
comfort, and ambiance of the hotel. He/she trains the new member of
the department while motivating and evaluating the existing employees.
He/she establishes the standard operating procedures for cleaning and
decorating. Responsible also in monitoring regular inventory of guest
supplies, linen, housekeeping equipment and property, handling of
training, promotion and transfers, organizing flower arrangements for
events, and presenting the estimate of the required budget to the
hotel's general manager of the hotel.

3.Floor Supervisor - the responsibilities include issuing
keys to room attendants, coordinating floor operations
and tray clearance with room operations, inspecting
rooms readiness, reporting to the Front Office for the
same and catering to VIP facilities, and providing
superior supplies such as hot drinking water and
babysitting provision.

4. Public Area supervisor - The responsibilities include
ensuring the cleanliness maintained in public areas such as
lobby, lifts, parking, swimming pool, coffee shop,
conference hall, banquet halls, and restaurant. Also, he
ensures that the concerned operating staff is available as
per schedule.

5.Night Supervisor - The night supervisor ensures the
following: provision of guest supplies such as water, extra
beds or towels, cleanliness of all the areas at night, and
operational staff is working at night following all the
standard operating procedures.

6.Uniform Supervisor - The Uniform Supervisor provides
clean, ironed, and fresh uniforms to the hotel staff, suggests
procurement of any uniforms required, checks repaired linen
from tailor rooms and, keeps track of the number and
condition of uniforms.

7.Linen supervisor - the Linen Supervisor inspects linen
and sends it to the laundry for washing and ironing. He
also maintains linen influx and outflux register; checks
repaired linen from the tailor/ and suggests linen
replacement.

8.Uniform Attendant - The uniform attendant
collects staff uniforms at the end of every shift and
maintains them to be used for the next time, which
he also issues. He also keeps the shelves of uniforms
and linens neatly. A present, in more prominent
hotels where there is a conveyor, they are called
wardrobe attendants. They ensure that the uniforms
place in the conveyor.

9.Linen attendant - the linen attendant,
is to segregate the dirty linen according to
its types before sending it to the laundry,
keeping track of linen count, and stacking
linens according to its uses.

10.Guest room attendant - formerly known as
Chambermaid. At present, both males and females can
work as GRA; now, its name evolved to Room Attendant.
They considered being one of the most critical staff in the
hotel. The GRA reports to the floor supervisor, cleans the
guest rooms, bathrooms, changing the linen, makes up
beds, and replenishing guests' amenities. He also replenishes
the housekeeping cart with supplies and linens for the next
shift staff.

11.Store attendant - directly report to the
storekeeper supervisor. The store attendant
keeps the count of cleaning equipment, cleaning
chemicals, tools, and supplies in cleaning. He is
responsible for doing the requisition to purchase
the required materials.

12.Public area Attendant - directly report to the
Public Supervisor. He keeps the public area best
maintained in status. Public areas include parking,
lobbies, lifts and corridors, and others. To some
establishments, they name as Environmental
Service Attendants.

13.Night Shifts attendants - they
performed housekeeping duties at night.
They directly report to the Night
Supervisor for any hotel safety issues.

Self-Check: Direction: Write T if the statement is true and F if the statement is False.
___________1. The Housekeeping Department operates 24 hours a day from Monday to Saturday.
___________2. The main product of the hotel is the guest room.
___________3. Domestic is a type of Housekeeping done in hotels, cruise ships, and other
accommodation establishments.
___________4. Institutional housekeeping is housekeeping that is done at home.
___________5. Cleaning is being done to avoid getting sick.
___________6. The linen section is where the staff's linens and uniforms are a wash, ironed, dry
cleaned, and folded.
___________7. The room section is where the staff uniforms are collected when dirty, stored and
distributed when clean.
___________8. the public area is responsible for maintaining the cleanliness and orderliness of the
guestrooms. ___________9. One of the advantages the housekeeping department can offer to the
guest is to deal with lost and found items.
___________10. Maintaining the original aesthetic beauty of the furniture, fittings, and fixtures of
the entire hotel is not part of the responsibilities of the housekeeping department .

CASE STUDY
TIP OR THEFT?
"That was Juan, our Resident Manager," said Nena, the Executive Housekeeper, to Jimmy.
On Friday afternoon, Juan received a guest complaint to one of their Room attendants
stealing the money left under the guest's pillow." "Yes, I have talked to Percival about that,"
answered Jimmy, the Floor Supervisor. "Percival admitted he was the duty Room Attendant
assigned to clean the guest room and thought that the money was his tip. We all know that
Percival is an honest man. His record will prove that. Besides, he has been with us for 15
years."

QUESTIONS:
1. If you were Juan, how would you handle the guest complaint?
2. What do you think Nena would do with Percival?
3. Is it right to base one’s attributes on records and previous
performances?
4. If you are Percival, would you have done the same thing upon
seeing the money ?

Types of Guest Requests
There may be times during a shift when the room attendant will have
to handle guest requests, and reasons can vary.
The following are services or products that a guest may requests:
A. Need for an item sent at rooms
1. Additional equipment for the room
2. Valet or laundry service
3. Additional beddings
4. Extra tea, coffee, sugar, and milk sachets

5. Extra crockery or cutlery
6. Replacement items such as hair dryers, toasters, iron,
and electric jugs to replace items not working 7. Extra
bathroom guest supplies
8. Extra hangers for clothes, extra pillows, extra blankets
9. Additional towels
10.A power conversion board
11.Ice and ice buckets

B. Servicing of room
1. Rectification cleaning - this is where the guests may request
an improvement in the servicing of the room. They require
housekeeping staff to provide remedial service to the room
when the guest's original room service is deemed sub-
standard.
2. 2. Clean-up - this is done after an in-room part or
entertainment. 3. It is a particular room service where they
have spilled something on the floor.

C. Repairs
1. Repair or remove broken equipment such as controls for
the DVD player, air conditioner, broken bedside lights, and
free-standing lamps.
2. 2. It is a given instruction that enables them to work with
equipment - such as the heating and cooling controls, lights
(especially where room cards need to activate the power to
a room).

D. Lost and Found Guests can contact Housekeeping
when making a Lost and Found inquiry. Room
attendants may have found an item in a room where
guests have just been roomed or contact
Housekeeping after they have departed to inquire
about something they have lost. Housekeeping is often
the department that operates the Lost and Found
facility for a venue because Lost and Found items
come from the guest rooms.

E. Handling Complaints These are issues relating to guest's comforts which can be
handled quickly by Housekeeping (examples are: to set right in cleaning, a
replacement jug for one that's not working, or extra tea and coffee supplies) but also
handle or direct guest requests that relate to:
1. Noisy people in the room next doors
2. Low views from the balcony
3. Pigeons that create noise outside the room which prevent
guests from getting to sleep
4. Noisy elevators near the room 49
5. Lack of facilities in the room
6. Quality of facilities that is below guest expectations
7. Advertising that creates expectations not met
Note: In most cases, Housekeeping may not rectify these complaints personally, but they should ensure the
appropriate person is informed promptly.

Handling Guest Request Promptly
● Suppose the room attendant cannot assist the guest immediately. In that
case, they should acknowledge the guest's request and advise them when
assistance will become available.
● It is when the guest makes a request, and the room attendant cannot
fulfill - in such instances, the room attendant should seek out accurate
information to satisfy the guest's requests, or pass on the request to the
appropriate department (or Floor Housekeeper) for action and follow up.
● The guest should tell how their request is to be dealt with and keep
informed about the progress of the request (ASEAN Toolbox
Competency Standard)

The keys in Housekeeping when Providing Excellent Levels of Customer Service It can be achieved
by:
1. Good personal presentation
2. by greetings, guests by name when known.
3. Providing excellent service at all times
4. The guests were not given the impression that serving their needs is a chore/imposition
5. Not rushing service delivery as and when it is required
6. By asking the guest if they need assistance
7. Finishing service delivery with the appositive statement: "it has been a pleasure."
8. We are providing information to guests - about local tourists, local customs, currency, and others.
9. They are assisting guests in public areas - such as corridors and lifts or seeing them struggling with their
luggage.
10.Smile, be courteous and polite at all times whenever the guest requests. 11.Handling complaints in a
professional manner
12.Providing a safe and secure environment for the guests while staying at the establishment 13.Respecting for
guest needs for confidentiality and privacy.
14.The room attendant has excellent knowledge in explaining well to the guest the unique features of the items,
amenities, and appliances found inside the room of the guest.

Handling Guest Complaints
Unfortunately, even with best intentions, things can
sometimes go wrong and result in a guest complaint.
As identified, some requests are, in fact, complaints.

What to do in handling and in dealing with a customer complaint:
● Stay calm and do not panic refrain from smiling when the guest is complaining
● Listen without interruption
● follow the procedure and refer to the policy in dealing with customer complaints
● Ask the guest how they would like them to resolve the problem. ● Focus solely on
the matter and do not take the complaint personally
● Sincerely apologize for any inconvenience to the guest.
● Advise their supervisor and get feedback as to how they feel them handled the
situation (ASEAN Toolbox Competency Standard)

Note: In dealing with complaints with the guest,
remember this:
H - hear the complaint
E - show empathy
A - apologize
R- respond
T- take action
F- follow up

Self-Check: Direction: Answer True or False to the following statement before
each number.
__________1. When an item has malfunctioned, it must be replaced immediately.
__________2. When demonstrating how to use an item to guests, they must try to do
it while they are in the room
__________3. Even if another department delivers an item that a guest requested
with them, it is good to follow up with their guest to ensure they received it.
__________4. They do not need to write down details of a request if they are good to
handle the request themselves.
__________5. They do not always need to agree on delivery time with guests.

Practical Exercise: Direction: Answer briefly and legibly all the
following questions.
1. What are the four items commonly requested by guests?
2. When a guest makes a request, what information should a room
attendant record?
3. A guest asked the room attendant to replace an electric kettle in their
room because it is not working: how will a room attendant respond to this
request?
4. What are two examples of other requests made by guests?

UNIT 1
Topic 3. Qualities of Housekeeping Staff
This topic will present the kind of people we need in a Hotel Housekeeping
Department. It will serve as a guide in selecting people for the housekeeping
Department. The housekeeper must possess the following classification:

A. Physical attributes - refers to the built, energy
level, and active function of senses. One who is
physically fit, meaning tall heights, typically built, and
energetic bodies. If a person is physically fit, it
translates into energy, enthusiasm, ability to cope,
lightness, youth, and joy. Physical defects could
adversely affect the performance of a housekeeper,
especially for room attendants. Besides, he or she must
have the endurance to complete the task.

Proper Grooming and Hygiene
1. Wear
● Clothing or uniform that is clean fits properly, well-pressed and maintained
● name tag
● Clean hosiery in good repair
● Clean, sturdy, non-slip, closed-toe shoes
2. Bathe regularly and use deodorant daily
3. Maintain good dental hygiene
● Brush teeth daily
● Use mouthwash
● Have a regular dental check-up
4. Keep hair clean and controlled
● Tie hair back from the face
● Trim facial hair
5. Keep fingernails trimmed and clean
● Avoid bright polish, use neutral colors only
6. Wear appropriate cosmetics and approved jewelry at work

7. Wash hands often
● Wash hands after coughing, sneezing, or using washroom and smoking
8. Maintain good posture.
B. Educational Background - Housekeepers should possess a college educational level or an average
intelligence level. Hence, they understand and can communicate with guests, peers, and superiors in work
policies, procedures, standard measurements, guidelines, and instructions. Preferably a license holder of
Housekeeping National Certificate II because of the knowledge, skills, and attitude that pertains to it.
C. Personal Characteristics - The housekeeper should possess positive personal characteristics so he can
behave well at work. In service, people come first. That is why a need for unique attributes for housekeepers
is a must to carry out their work well. The most common characteristics of successful housekeepers are
honesty, industrious, persevering initiative and courteous, eye detail, team player, and trustworthy.

Housekeepers must always show professionalism at all times. To show professionalism, these are to
follow:
1. Their problems should not affect their job - personal problems should not be discussed with co-
employees or guests. Do not let private life interfere with their work.
2. Maintain good personal and professional working relationships.
● Be considerate
● Be cheerful
● Be flexible
● Be pleasant
● Be polite
● Be positive
● Be punctual
● Be willing
● Be a good listener
● Be trustworthy
● Answer questions honestly and accurately

3. Self-control is needed when handling interpersonal conflict
4. Never gossip
5. Focus and stay calm during periods of increased activity
6. Anxiously engaged in a good cause, take initiative
7. Learn from their previous experiences and change behavior
accordingly
8. Work well without supervision
9. Maintain the company's standard

Self-Check: Direction: Fill in the blank with the correct answer using the choice given below.
1. You are a person whom others can ____________________.
2. You don’t let your private life _________________with your work.
3. You enjoy working with ______________.
4. You are a good __________________.
5. You want to improve your ________________.
6. You ___________________ you are doing important work
7. You get _______________________ from helping others
8. You show sympathy and _________________ with others.
9. You always try to control your ________________.
10. You are ________________ for the feelings and needs of others.
Other - Depend - interfere -skills – believe -
Satisfaction - Listener -patience - temper - sensitive

Reflection Journal:
The best thing I have learned from this unit:
The best thing I had realized from this unit :
The best thing I had realized from this unit :

Post Test: Direction: Answer briefly and legibly all the following questions.
1. Should they be assigned in the housekeeping department in the future, what
section would they like to be part of, and why?
2. How will they handle guest requests in keeping their valuables safe and secure?
3. What does it take to become a well-groomed room attendant in a lodging
establishment?

END OF UNIT 1
LESSON 1 ,2 AND 3

LESSON 1 (FLO) FUNDAMENTALS OF LODGING OPERATIONS.pptx

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