HOUSEKEEPING NC II

Ms.Viray (Module 1)
Introduction
Have you ever wondered how all the rooms and common areas in a hotel
are kept organized, clean, and attractive? Who are the workforce behind these
jobs? The people behind all of these activities are the silent workforce called
housekeeping. The primary function of the Housekeeping Department in a hotel
is the cleaning and maintenance of the areas under its supervision. These areas
are divided into eight, namely guest rooms, halls and corridors, lobby, public
rooms and restaurants, offices of hotel personnel stairways, windows and stores.
Of all the areas in the hotel that are a housekeeper’s responsibility, the one that
appears to be the simplest is guest room cleaning and maintenance. In reality, it
is one of the most difficult tasks because a housekeeper needs to perfectly make
up the room to the guest’s satisfaction. It is therefore important that the one who
are qualified to perform this kind of job are those who really have the skills in
housekeeping.
Just like caregiving, housekeeping is also one of the most sought after jobs
here and abroad. One can also work in a luxury cruise where one will be paid
higher compared to working in hotels.
This module focuses on five basic competencies that every beginner in
Housekeeping should be equipped if one aspire to be housekeeper in the future.
These five competencies are expounded on five lessons:
Lesson 1: Provide Housekeeping Services to Guests
Lesson 2: Prepare Rooms for Guests
Lesson 3: Clean Premises
Lesson 4: Provide Valet or Butler Service
Lesson 5: Laundry Linen and Guest Clothes
The first lesson dwells on providing housekeeping to guests. It explains the
importance of handling guest requests, handling guest inquiries, and handling
problems related to housekeeping. The second lesson is concerned with how
room attendants set up trolley in preparation for guest room cleaning and the
procedures involved in conducting room check, turn down service, and make up
of beds and cots. Then, the third lesson discusses about activities involved in
cleaning hotel premises. The fourth lesson focuses on valet and butler service
while the fifth lesson is all about laundry linen and guest clothes.

By the way, I’m Mariecar A. Viray, my students simply call me Ma’am Viray.
Welcome to Infotech College of Arts and Sciences and to Housekeeping NCII!

Sincerely yours,
Ma’am Viray
Overview
Housekeeping
Housekeeping can be a very demanding job that requires one to be
patient. Hotel housekeepers spend long hours on their feet, sweeping, mopping
dusting, vacuuming, and cleaning of hotel premises. In addition to the cleaning
task, hotel housekeepers may also be responsible for shared duties, such as
delivering beds to guest rooms, replenishing toiletry supplies, and lifting and
moving lightweight objects around the rooms.
To be able to do jobs mentioned above, a housekeeper needs to possess
certain qualities. He or she needs to have an eye for detail. While at work, they
may come in close contact with guests. This is why it is why it is a must that they
also have good interpersonal and communication skills. Formal education is not
required but most hotels in Philippines prefer their housekeeping staff to be at least
a holder of high school diploma and has an NC (National Certificate) in
Housekeeping to qualify for the job.

Lesson 1: Provide Housekeeping Services to Guests

I. Study These Terms
Amenities – are supplies like dental kit, bath soap, vanity kit, etc. that add
to guest comfort and convenience.
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.
Early Maid Service – a room status term indicating that guests had reserved
or had requested that their room be cleaned as soon as possible.
Forms – document that serves as evidence in a specific incident, situation,
and happening.
House rules – set of strictly implanted and is designed to be followed for
discipline and safety.
Intrapersonal skills – is also called personal skills. These are the abilities and
talents that exist within one person which aids him or her in problem solving.
Interpersonal skills – is also called people skills. These are the skills we use in
communicating and interacting with people.
Organizational chart – a schematic depiction of relationship of jobs.
Professionalism – are traits needed in the work place which includes
specialized skills, good judgment, and polite behavior of a person who is
trained so perform one’s job well.
 II. Read and Learn

“Service and Room are commendable.”

Review of Dureen Kim Hotel 3 weeks ago.
We had a corner room with a pool view.
Everything is at best including the staffs that
are always very helpful. Walking distance to
a shopping center, restaurants, and
entertainments. Certainly our first choice of
hotel in Manila and will be back here again.
Stayed December 2014, traveled with
family.

What have you noticed in the online hotel review written by a guest above?
Take note of the last statement of the guest which says “Certainly our first choice
of hotel in Manila and will be back here again.” What do you think is the reason
why the guest wants to go back in the hotel?
By this time you already have in mind the qualities needed to be able to give
the best service you can provide to your guest. Quality service means a lot to any
hotel establishment because once the guest is satisfied with the service, this would
mean continued patronage which means additional sales to the hotel.
Hotel House Rules
Hotels follow different approaches in giving the best service they can
provide for their guests. Hotel house rules are designed to instill 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 is one of the most important duties of a hotel.
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 rule. Housekeeper must knock twice using the knuckles of
his hand and say “housekeeping.” Upon entering the room, the housekeeper
again announces “housekeeping” in case the guest did not hear him or her from
outside the room. If the door is locked from the inside and there is no response
from the guest, wait for about 24 hours. If after which there is still no response from
the guests, the housekeeper must inform his supervisor about the incident and the
supervisor will report to the security who will confirm the guest’s safety.
Another thing that housekeepers must remember is they have to follow the
guest floor rules for safekeeping at all times to build guests trust and satisfaction.
If the “Do not disturb” sign hangs for a long time, the housekeeper should inform
the supervisor so that any necessary further action may be taken. Housekeepers
are only allowed to enter guest room while on duty. To avoid untoward incident
from happening, they are not allowed to enter rooms that they are not officially
assigned to.
Cleaning
Another function of housekeepers in hotels is to make sure that the room of
a guest is clean and in order. To be able to do this, they are expected to complete
a series of cleaning and sanitizing procedures. Examples of tasks housekeepers
are expected to perform are changing of linens and toiletries, cleaning the floors,
dusting surfaces, and cleaning the bathrooms of guest room assigned to them.
Gifts and Tipping
Hotels enforce rules on receiving gifts and tips from guests. Some hotels
require their housekeepers to ask a note coming from the guest just in case they
are given a gift. Housekeepers are also required to surrender to their supervisor
anything they found in a room together with a note indicating the room number
and the item found. This is done to help the guest recover forgotten items. Guest’s
personal items should also be respected by not touching them or moving them
anywhere. All hotels allow guests to give tips as appreciation for quality service
but housekeepers should not solicit tips or negotiable the amount with guests.
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.
Below are hotel rules for lost and found items:
 Perishable items – are lost and found items under food like fruits,
chocolates, can goods, 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 keeper” rule.
 Non-perishable items – are lost and found items under non-food such as
umbrella, shoes, bags, clothes, etc. These items are only given on 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 jewelry.
Items considered as valuables are given year to be claimed by the
owner, If left unclaimed, the hotel management will decide on what to
do with the unclaimed items.
Professionalism
Professionalism is a trait that is highly valued in the workplace. This includes
specialized skill, good judgment, polite behavior, honesty, and integrity. As
housekeepers, how one carries oneself and how one perform the job make a
statement about the hotel’s standard. Housekeepers are expected to perform
their job well. They have to wear their uniform at all times during work. They are
also expected to comply with cleaning request of guests. Going above and
beyond a guests’ expectations while staying within professional boundaries
ensures guests continued patronage.
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. According to 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.
There are different interpersonal and intrapersonal skills that one needs to
master to be able to stand with the demands of the job in housekeeping.
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.
 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 other people’s perspective by setting
aside judgment.
 Demonstrate responsibility – being able to do the things you say you
will do.
 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 and different way of doing
things.
Intrapersonal Skills
 Adaptability – the ability to cope with change.
 Self-awareness – being aware of your own values, needs, and
emotions and their impact to your behavior.
 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.
Activity
Answer the following questions:
1. Why are good interpersonal and communication skills needed in
performing the job as a housekeeper?
2. How will you know if you possess the qualities mentioned above?
3. When does a job of a housekeeping department come in?
4. What is hotel house rule? Why should it be enforces?
5. Why you choose Home Economics?