PROVIDE

HOUSEKEEPING
SERVICE TO THE GUEST
LEARNING ACTIVITY SHEET NO. 2- 3RD QUARTER
 OBJECTIVES
At the end of the lesson , the learners are expected to:
• Explain different skills of a good housekeeper such as interpersonal and intrapersonal skills;
• Describe the basic functions of each personnel in the housekeeping department
• Enumerate bedroom and bathroom amenities offered in a hotel;
• Explain the use of housekeeping and front office forms.
• Practice proper handling guest’s queries
• Identify common on house rules problem and handle the properly.
• Explain guest orientation on house rules, used of hotel tools, materials and equipment and
other amenities.
 PRE-TEST
Read the statement carefully. Write True or False
1. Housekeeping department represents the largest work place of a hotel.
2. The Executive Housekeeper is the head of the housekeeping.
3. Hotel amenities are the extra service product the hotel provides for their guest.
4. Forms and report play an important role in managing housekeeping activities.
5. Lost and found slip is an important document to track the lost and found items.
6. Mini-fridge, luggage scale and bed alar, clock are examples of Bathroom amenities.
7. Shampoo, Conditioner and Toothbrush are examples of Bedroom amenities.
8. Handle guest request in thirty minutes.
9. Answer the phone with in five rings
10. Floor supervisor is responsible in checking the cleanliness and maintenance of guest room.
 PRESENTING THE TOPIC
Read and Learn
“Service and Rooms 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 staff that are always
very helpful . Walking distance to a shipping center, restaurants and entertainment . Certainly our first choice
of hotel in Manila and will be back here again.
Stayed December 2014, traveled with family.
Answer the following questions:
1. What have you notice in the online review written by the guest?
2. Why do you think is the reason why the guests wants to go back in that hotel?
 A GOOD HOUSEKEEPER
Well-mannered Staff is assets of the hotel as they can help to build hotel guests’ contentment and trust. Every guest
coming and checking in wants security thus providing security is one of the most important duties of a hotel.
Hotel House Rules for Housekeepers
1. Entry to the Guest’s Room
In entering a guest’s room, most of the hotel have a mandatory three-knock, three-annoucement rule. Upon
entering the room , 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 is still no response from the guest, the house keeper must inform his/her supervisor.
The housekeepers are only allowed to enter guest room while on duty. They no allowed to enter rooms that
they not officially assigned to.
2. CLEANING
• Another function of housekeepers in hotels is to make sure that the room of guest is clean and in order.

3. Gifts and Tipping

. Hotels enforce rules on receiving gifts and tips from guest.
4. Lost and Found
. Lost and fopund items after a guest ‘s departure must be reported immediately to the floor supervisor.
Supervisor is the one that is reliable to cvheck if the guest is still around or not. In case the guest is no longer in
the area, the floor manager should follow the lost and found
HOTEL RULES FOR LOST ANS FOUND
Perishable Item- are lost and found item under food like fruits, chocolates, can good,
etc. After 3 days if the owners not able to call or comeback to claimthe item the
“finders keepers” rulewill apply.
Non-perishable items- are lost and found item under non-food susch as umbrella,
shoes, bags, clothes, are given 1 month for the client to come back. Again ”finders
keepers” rule will apply.
Valuables- are lost and found item such as cash, gadgets, and jewelry. The guest is
given aone year period to claim the item. If left unclaimed, the hotel will decide on
what to do with unclaimed items.
5. PROFESSIONALISM

• It is a trait that highly valued in the workplace

• It includes specialized skills, good judgement, polite
behavior, honesty and integrity.
INTERPERSONAL SKILL

• Ability to mange conflict

• Ability to solve problems
• Ability communicate clearly
• Ability to listen
• Demonstrate responsibility
• Being accountable of your actions
• Showing appreciation
• Flexibility
INTRAPERSONAL SKILL

• Adaptability
• Self-awareness
• Self-management and self-development
• Relationship management
• Social awareness
PERSONNEL IN THE
HOUSEKEEPING
DEPARTMENT
 EXECUTIVE HOUSEKEEPER

• Is the head of the housekeeping and serves several

responsibilities that includes: translating all hotel
policies, procedures and standards into housekeeping as
the operations; serve as the representative of the
department during top management meeting and
ensuring all resources are effectively utilized.
 ASSISTANT HOUSEKEEPER

• Is the head of a given shift and is responsible in managing the

resources proved by the executive housekeepers
• In the absence of executive housekeeper, assistant
housekeeper will take over.
 SECTION SUPERVISOR

1. Floor supervisor
2. Linen supervisor
3. Control desk supervisor
4. Public area supervisor
5. Laundry supervisor
6. Uniform Room Supervisor
 1. FLOOR SUPERVISORS

 Are responsible in checking the cleanliness and maintenance of guest rooms and
allotted floors for quality assurance
 They are also responsible in controlling the house keeping personnel which compose
of room attendant and Housemen
 They are responsible in controlling materials assets like bed and bath linen, guest and
room amenities, and cleaning equipment and detergents.
 They also give feed back to the
 1.1 GUEST/ ROOM ATTENDANTS

Are also called chambermaids since mostly women are employed for
the job.
They are the one who are responsible for the cleaning and maintenance
of assigned guest rooms.
They serve as an aye and ears of the security team to report any
untoward incidents.
They also make sure that the privacy of the guest is not invaded.
 2. LINEN ROOM SUPERVISOR

Responsible in coordinating the exchange of soiled linen for

the clean ones.
 Custodian of all the linens used and maintenance and proper
storage of linens to minimize loss.
They tasked to coordinate with the Laundry supervisor for the
supply of clean linen.
 2.1 LINEN ROOM ATTENDANT

Responsible for linens, towels, napkins, aprons,

uniform and any other items.
A Good housekeepe
 2.2 TAILOR UPHOLSTERERS

Is employed on-site to mend uniforms, lines, and

upholstery or repurpose ripped linen into apron and
rags.
 3. CONTROL DESK SUPERVISOR

CONTROL DESK is considered as the main communication

center of the housekeeping department.
 CONTROL DESK SUPERVISOR ensure the communication
with housekeeping personnel is coordinated to all staff of the
hotel
Coordinate with the maintenance department to make sure that
all maintenance request are attended to and done
 4. PUBLIC AREA SUPERVISOR

Is responsible for ensuring that the public area attendant or

housemen are doing their job in maintaining the cleanliness,
orderliness and upkeep of aesthetic image of all public area in
the hotel like, lobby, hallways, banquets space and public
restrooms.
4.2 Pool Attendant
 4.1 PUBLIC AREA ATTENDANT

• Public area attendants are responsible or keeping the

public spaces such as lobbies, restrooms and
hallways clean and tidy. Their job is not just to
perform various housekeeping tasks, but they also are
concerned with customer service.
 4.2 POOL ATTENDANT

Pool attendants are responsible for maintaining a safe and

clean pool area at hotels, resorts, and private functions. They
welcome guests, attend to their needs, and assist swimmers in
danger. They also set up the furniture and equipment, conduct
routine pool inspections, and ensure that the swimming pool
area is neat and organized.
 5. LAUNDRY SUPERVISOR

Is responsible for ensuring that the laundry

attendants are doing their job
 5.1 VALET OR LAUNDRY ATTENDANT

• Resposible for washing, drying, and pressing

linens- properly.
 6. UNIFORM ROOM SUPERVISOR

Keeps all uniforms in safe conditions and

to issue laundered uniforms toto hotel staff.
 POINTS TO REMEMBERWHEN DOING
CLEANING SERVICES TO A GEUST’S ROOM
• Clean in one direction
• Clean from top to down
• Clean from farthest point out
• Check for the damage
• Use correct equipment and cleaning agents to clean surfaces
 PHASES OF CLEANING HOTEL ROOM GUEST
ROOM
PHASE 1
1. Opening the window to air out the room and turning off air-
conditioning.
2. Washing hands and putting on protective disposable gloves
3. Emptying out the trash cans bins
4. Stripping the bed and removing dirty linens
 PHASE 2

• Removal of dirty towels from bathroom (bath towels, hand

towels and the face towels)
• Spraying the cleaning products necessary for disinfection
• Removal gloves
 PHASE 3

• Making up the bed

 PHASE 4

• Dusting all the surface such as bedside

table, desk , chair , TV, etc.
• Checking TV, air-conditioning, and lights
to make sure they function properly
 PHASE 5

• Cleaning the bathroom

 PAHSE 6

• Replacing all free hotel products such as brochures,

mints, shampoo, soap, etc.
• Vacuuming the room
• Checking over the room, making sure that everything
is on place
 HOTEL AMENITIES

Are the extra services or products the hotel

provide for their guests
Amenities may be vary in every hotel
 SAMPLE OF BEDROOM AMENITIES
 Spacious bedroom with king or queen size bed  Desk and comfortable desk chair
 High graded premium pillow top mattress  Cable television channel
 Premium quality linens  Mini-fridge
 Plush duvet  Iron and Ironing board
 Extra pillow  Bedside telephone with note pad and pen
 Clothes hangers  Safety deposit locker
 Bedside alarm clock  Coffee maker
 Cordless telephones  Telephone directory and service directory
 High- sped internet access  Luggage scale
 High-definition flat screen tv  Printing of boarding pass for free
 BATHROOM AMENITIES
 Shaving Foam
 Shampoo
 Scrub towel
 Conditioner
 Hair dryer
 Bath Gel
 Hot and cold towel
 Lotion
 Shoe mitts
 Toothbrush
 Disposable bag
 Hairbrush
 Shower cap
 Comb
 Toilet tissue
 Shower cap
 Water tumblers
 Cotton swab
 Blade dispenser
 Razor
 TYPES OF HOUSEKEEPING AND FRONT OFFICE FORM

1. Housekeeping daily assignment checklist

2. Maintenance request form
3. Housekeeping work order form
4. Guest room cleaning checklist
5. Stock requisition form
6. Lost property report
 HOUSEKEEPING DAILY ASSIGNMENT CHECKLIST

Is used by housekeeper or room attendants to record

the done task during their sift.
 this form will help them to plan their work every
day.
 MAINTENANCE REQUEST FORM

Is used whenever there are problems reported

by the guest to the housekeeping department.
 HOUSEKEEPING WORK ORDER FORM

Is used when there are request for work to

be done
 GUEST ROOM CLEANING CHECKLIST

Is used by house keeping supervisor to check,

on a daily basis, how the cleaning service fopr
every room was done
 LOST AND FOUND SLIP

> Is an important document to keep

track of record of lost and found item
 HOUSE KEEPING 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
rooms
 PERFORMANCE TASK NO. 3

 Choose 1 scenario to play with a family member

 Wear you housekeeping uniform
 Don't forget to take a video photo and video
to the front desk to ng
 Video will be send individually while photos are by group.
 SCENARIO

 Theft-complaint from guest for lost belongings after the

housekeepers cleaned their room
 A room attendant found belongings of guest who already
check out of the room
Do Not Disturb for long period of time (over one day)