District No.

: 2 School: BNHS
Grade 11/12 Specialization: HOUSEKEEPING NCII
Level: Learning Activity Sheet No. 2
Quarter: Week: 2

Name of Student: _______________________________________________ Section: _______________

I. INTRODUCTORY CONCEPT:

Handling and responding to customer inquiries is crucial. If it is done right, clients or customers will
surely keep coming back. If it is done wrong, they will go elsewhere. The question now is how trained
are the staff to handle this job? According to Dan Huckle, a business development expert, “most
inquiries are requests for information about the products or services. When people people inquire they
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 customer can
become your number one customer. Some of the best business relationships are one that start with
problems.”

LEARNING OBJECTIVES:
Learning Competency: Provide Housekeeping Services to Guests (HS)
Learning Outcomes 2: Advise Guests on Room and Housekeeping Equipment (TLE_HEHK9-12HS-Ia-e1)
a. . identify the uses of the different housekeeping forms and the common
problems related to housekeeping;
b. self-assessment in handling different problems in Housekeeping Services;
and
c. Respond to client’s inquiries with tact and respect.

Information Sheet:

Housekeeping Forms, Problems, and Handling Client’s Queries

Forms and reports play an important role in managing the housekeeping activities. It serves as
evidence in a specific incident, situation, and happening. Reports are a very useful method for keeping
track of important information. The information contained in reports can be used to make a very
important decisions that affect the establishment.

Example of this housekeeping forms are:

➢ Reservation Form
➢ Registration Form
➢ Cancellation Form
➢ Maintenance Request Form
➢ Housekeeping Status Report
➢ Lost and Found Slip

Types of Forms Discription Picture

Source:
1. Reservation Form It is a form used for (https:/ /www.formsite.com/te
mplate s/travel/hotel-
reserving guest booking reservation-form/)
through phone or email.

Source:
2. Registration Form Forms used by hotels in
order to keep all the
 (https://www.google.com/url?sa=i&url=https%3A%2F
information of their hotel %2Fwww.hospitality-school.com%2Fregistration-check-procedure-
guest. 2%2Fhotel-registration)

3. Cancellation Form Form used to allow guest to

cancel their bookings.

Source:(https://www.google.com/search?
q=hotel+cancellation+form&tbm=isch&ved=2ahUKEwjWkd-
NlLfwAhXiGKYKHQzsB-4Q2)

4. Maintenance Request Form used whenever there

Form are problems reported by the
guest for maintenance to the
housekeeping department.

Source:
(https://www.google.com/search?
q=hotel+maintenance+request+form&tbm)

5. Housekeeping Status Forms used to give update

Report of the status of each hotel
room.

Source:(https://www.google.com/search?
q=hotel+room+status+report&tbm=isch&ved=2ahUKEwja_fO6nbfwAh
U3x4sBHVquDaEQ2)

6. Lost and Found Slip Important document to keep

records for lost and found
items.

Source:(https://www.google.com/search?
q=hotel+lost+and+found+form&tbm=isch&ved=2ahUKEwjN4IrJnbfwA
hUTEKYKHR5hCVgQ2-)
Handling Clients Queries through Telephone, Fax Machine-mail Etc.

People all over the world call for making booking or asking for information/inquiries on details of the
hotel and their facilities or transferring messages to the guest or for other various purposes. Effective
communication is one of the important task in housekeeping

Basic Techniques in Answering Telephone Calls

 Answer telephone within three rings.
  Say the name of the hotel, your name and appropriate
greetings.
 Speak load enough but do not shout.
 Always have pen and paper in hand.
 Listen carefully, pay close attention.
 Make the caller feels that they have your full attention.
 If you have to ask caller to hold, explain why.
 For call back, do it the soonest possible time. Do not forget to
say the approximate time you can do to call back.
 Repeat all the details.
 End the conversation politely.
Source;(https://www.vectorstock.com/royalty
-free-vector/female-call-centre-operator-vector-5677132)

Transferring Calls
 Get to know switchboard system so that you can transfer call quickly and efficiently.
 Explain to the caller what you are doing.
 Check with the recipient before putting the call through whether or not they can help.
 If there is a delay, return to the caller to explain and ask if he/she wish to continue holding.
 If you could not transfer the line ask if you can have the caller rung back when you have found
someone to help.
Example:
Good day! Happy Hotel. This is Rose, how may I help you?
“I’d like to make a reservation please”.
Certainly sir, I’m transferring you to reservation now”

Handle Clients’ Queries through Fax Machine

A fax machine reproduces written documents received from or sent to external locations by
electronically scanning and transferring the documents via a telephone line. It only process one single-
sided page and sends or receives the documents within minutes of transmission.
 Note that once you have sent the message to a wrong number there is no way of “retrieving” it.
 You may not even be aware that you have sent the message to wrong person.
 This can present huge problems to you and your organization if confidential information is
accidentally sent to a wrong number.

Handle Clients’ Queries through Email

Step 1- Read the customer’s email in its entirety
Step 2- Open your email with “Thank you”
Step 3- Apologize
Step 4-Explain why or how the problem happened
Step 5-Offer compensation if applicable
Step 6-Proof your email
Step 7-Respond as quickly as reasonably possible

Common Problems Related to Housekeeping Services

 Noise coming from other rooms.
 Rooms not clean properly.
 Rooms lacking of amenities.
 Equipment malfunction.
 Laundry error
 Theft complaint
 Communication problems with hotel staff.

10 Common Housekeeping Issues that Damage Hotel Profits

 Low quality furnishing
 Broken lights
 Damp patches
 Hair in the bath or on the floor
  Rubbish under the bed
 Fingerprints on windows and mirrors
 Not enough toiletries (paper roll, shampoo, conditioner, soap, etc)
 Dust
 Bad manners
 Housekeeping staff look unprofessional

Proper Handling Different Problems in Housekeeping Services

 Stay Calm when a guest is complaining do not panic.
 Listen, do not interrupt when the guest is complaining.
 Thank the guest for bringing u the complaint (the situation to improve service).
 Focus on the issue. Do not take things personally.
 Take note of the correct procedure and establishment policy on dealing with guest complaints.
Make sure to abide to those respective policies without having to compromise the satisfaction of
the guest.
 Apologize for any inconvenience. When a service provided caused any trouble among guest,
apologize.
 Assume immediate possible assistance. Problem must be solved as soon as possible to regain
the reliance of the guest on your service.

II. ACTIVITIES:
General Direction: Read and understand the directions for each activity. Answer by writing DIRECTLY
on the activity sheet.

Activity No. 1:
Read the conversation below regarding a client you would like to inquire for a room reservation.
Arrange the conversation of a caller and an operator orderly. Follow the format below:
- I would like to ask if you have a room for four?
- Happy Hotel hello! This is Rose. How may I help you?
- A double suites room. How much please?
- Yes sir, we have a family room, a deluxe room and a double suites room.
- P 5,000/night with free breakfast, sir.
- Sure sir. Any other queries sir?
- Alright can you reserve me on May 20-25?
- Thank you for calling Happy Hotel. We are looking forward of seeing you soon. Have a nice
day!
- No, that’s all. Thank you.

Operator:_____________________________________________________________
Caller: _______________________________________________________________
Operator: _____________________________________________________________
Caller: _______________________________________________________________
Operator: _____________________________________________________________
Caller: _______________________________________________________________
Operator: _____________________________________________________________

Activity No. 2: Look for pictures of the different problems related to housekeeping services. Cut them
out and creatively put them on a long bond paper. Choose only five (5) below.
 Dirty rooms
 Noisy environment
 Broken lights
 Old furnishings
 Theft
 Dirty linens
 Poor amenities (like bathroom so small, lack of bathroom supplies, etc.)

Activity No. 3: Think of the possible solutions to the problem given below.
 Think of possible solutions to the problems given below. Write your answer on your activity
notebook.

Problems Possible Solutions

1. Theft-complaint from guest for lost
belongings after the housekeeper cleaned their
room.
2. A room attendant found belongings of guest
who already check out of the room.
3. “Do not Disturb” (DND) for long period of
time (over one day).
4. Two guest requested for a room make-up at
the same time.
5. Physical injuries related to work like back
injury, neck, or shoulder and arm injuries.

III. RUBRIC FOR SCORING:

Criterion Strong (10) Average (7) Weak (4)
Demonstrates clarity, Occasional grammar Writing is unfocused,
conciseness, free of and spelling error but contains serious errors,
Formatting guidelines
grammar and spelling still a clear presentation and ides is not ell
errors. of ideas. presented.
Supported by facts with
strong arguments,
Supported by facts with
Recommendations on presents a balance and No action suggested
limited reasoning,
Effective critical view, and/or inappropriate
demonstrates two or
Solutions/Strategies interpretation is both solutions presented.
one idea/s presented.
reasonable and
objective
Legend:
20-18- 95% 17-15 – 90% 14-10 – 85% 9-7 – 80 % 6-4 – 75%
IV. REFERENCE:
 Vivas J.F TLE-TVL SERIES Housekeeping
 Housekeeping NC II book by: Laarni A. Urbiztondo and Leonora B. Basbas, 2016 Edition.
 https://www.tutorialspoint.com/hotel_housekeeping/hotel_housekeeping_quick_guide.htm

Prepared by:
IRENE A. TIONGSON
SHS-TVL Teacher
Bantayan NHS