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COMPETENCY BASED LEARNING MATERIAL
Sector:
Tourism
Qualification Title:
Housekeeping NC II
Unit of Competency: Provide Housekeeping Services to Guest Module Title:
Providing Housekeeping Services to Guest Asian College of Science and Technology Dr. V. Locsin St. Taclobo, Dumaguete City, Negros Oriental
HOW TO USE THIS COMPETENCY BASED LEARNING MODULE Welcome to the Module in Providing Housekeeping Services to Guest. This module contains training materials and activities for you to complete. The unit of competency “Provide Housekeeping Services to Guest” contains knowledge skills and attitudes required for Housekeeping NC II. It is one of the specialized modules at National Certificate level II.
You are required to go through a series of learning activities in order to complete each outcome of the module. In each learning outcome are Information Sheets, Job Sheets. Follow these activities on your own and answer the self-check, perform the procedural checklist at the end of each learning outcome. You may remove a blank answer sheet at the end of each module (or get one from your facilitator/trainer) to write your answer for each self-check. If you have questions, don’t hesitate to ask your facilitator for assistance. Recognition of Prior Learning (RPL)
You may already have some of the most of the knowledge and skills covered in this learner’s guide because you have:
been working for some time
Already completed training in this area
If you can demonstrate to your trainer that you are already competent in a particular skill or skills, talk to him/her about having them formally recognized so you don’t have to do the same training again. If you have a qualification or Certificate of Competency from previous training, show it to your trainer. If the skill you acquired is
still current and relevant to the unit/s of competency they may become part of the evidence you may present to RPL. If you are not sure about the currency of your skills, discuss with your trainer. At the end of this module is a Learner’s Diary. Use this diary to record important date, jobs undertaken and other workplace events that will assist you in providing further details to your trainer or assessor. A Record of Achievement is also provided for your trainer to complete once you complete the module. This module was prepared to help you achieve the required competency, in Provide Housekeeping Services to Guest. This will be the source of information for you
to acquire knowledge and skill into this particular trade independently and at your own pace, with minimum supervision or help from your instructor. Talk to your trainer and agree on how you will both organize the Training of this unit. Read through the module carefully. It is divided into sections, which cover all the skills and knowledge you need to successfully complete this module. Work through all the information and complete the activities in each section. Read information sheets and job sheets and complete the self-check and perform the procedural checklist. Suggested references are included to supplement the materials in this module.
Most probably your trainer will also be your supervisor or manager. He/she is there to support you and show you the correct way to do things. Your trainer will tell you about the important things you need to consider when you are completing activities and it is important that you listen and take notes. You will be given plenty of opportunity to ask questions and practice on the job. Make sure you practice your new skills during regular work shifts. This way you will improve both your speed and memory and also your confidence. Talk to more experience workmates and ask for their guidance.
Use the self-check questions at the end of each section to test your own progress. When you are ready, ask your trainer to watch you perform the activities outline in this module. As you work through the activities, ask for written feedback on your progress. Your trainer keeps feedback/pre assessment reports for this reason. When you have successfully completed each element, ask your trainer to mark on the reports that you are ready for assessment.
When you have completed this module (or several modules), and feel confident that you have had sufficient practice, your trainer will arrange an appointment with registered assessor to assess you. The result of your assessment will be recorded in your Competency Achievement Record.
LIST OF COMPETENCIES NO.
Unit of Competencies
Module Title
Code
1
Provide Housekeeping Services to Guest
Providing Housekeeping Services to Guest
TRS5123111
2
Clean and Prepare Rooms for Cleaning and Prepare Rooms TRS5123112 Incoming Guests for Incoming Guests
3
Provide Valet/Butler Service
4
Laundry Clothes
5
Clean Public Areas, Facilites Cleaning Public Areas, Facilites TRS5123115 and Equipment and Equipment
6
Deal with/handle Intoxicated Dealing with/handle TRS5123122 Guests Intoxicated Guests
Linen
and
Providing Valet/Butler Service
TRS5123113
Guest Laundering Linen and Guest TRS5123114 Clothes
MODULE CONTENT
UNIT OF COMPETENCY
:
Provide Housekeeping Services to Guest
MODULE TITLE
:
Providing Housekeeping Services to Guest
MODULE DESCRIPTOR
:
NOMINAL DURATION
:
This module covers the knowledge, skills and attitude in providing general housekeeping services to guest.
LEARNING OUTCOMES: Upon completion of this module, the trainee/student MUST be able to: LO 1. Identify and perform different housekeeping services
LO 2. Handle housekeeping requests LO 3. Advice guests on room and housekeeping equipment
ASSESSMENT CRITERIA 1. Guest arrival list and guest history are reviewed based on guest folio. 2. Guest is greeted and acknowledged by use of name whenever possible.
3. Up selling and selling techniques are prepared in accordance with industry policy and procedure 4. Guests are courteously advised on correct usage of equipment 5. Malfunctions are promptly reported in accordance with Standard Operating Procedures, and where possible, alternative arrangements are made to meet guest needs. 6. A collection time for requested equipment is agreed upon where appropriate. 7. Coordination with other department is done in accordance with hotel’s organizational structure and its function. 8. Guest requests are noted and coordinated with other department concerned
9. Requests are handles in a polite and friendly manner in accordance with the establishment’s customer service standards and security procedures. 10. Guest is acknowledged by use of name whenever possible 11. Details of requests made are confirmed and noted in accordance with industry procedures 12. Appropriate apologies are made when requests has arisen from breakdown in room service 13. Timeliness for meeting requests are agreed upon with guests 14. Requested items are promptly located and delivered within agreed timeframes. 15. Items for pick-up are collected within agreed timeframes
LEARNING OUT COME # 1 IDENTIFY AND PERFORM DIFFERENT HOUSEKEEPING SERVICES CONTENTS: 1. Hotel codes and regulations 2. Interpersonal skills: Communication and listening Skills 3. Up selling and selling techniques 4. Basic operational skills on facilities and equipment 5. Personal hygiene 6. Hotel organization structure: departments and its functions “Rank and File” 7. Preparing requisitions for maintenance services ASSESSMENT CRITERIA: 1. Guest arrival list and guest history are reviewed based on guest folio. 2. Guest is greeted and acknowledged by use of name whenever possible. 3. Up selling and selling techniques are prepared in accordance with industry policy and procedure 4. Guests are courteously advised on correct usage of equipment 5. Malfunctions are promptly reported in accordance with Standard Operating Procedures, and where possible, alternative arrangements are made to meet guest needs. 6. A collection time for requested equipment is agreed upon where appropriate. 7. Coordination with other department is done in accordance with hotel’s organizational structure and its function. 8. Guest requests are noted and coordinated with other department concerned. CONDITION: Students/Trainee must be provided with the following: 1. WORKPLACE LOCATION 2. EQUIPMENT
Telephone Computer alarm clock air conditioning unit television and video player Shower (with hot and cold) electric fan Refrigerator
3. ACCESSORIES AND SUPPLIES Pen and paper Housekeeping/ FO forms room supplies and amenities 4. TOOLS/MATERIALS Tapes Brochures/ manuals Guest folio, guest list caution signs ASSESSMENT METHOD Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination
Learning Experiences Learning Outcome 1 : IDENTIFY AND PERFORM DIFFERENT HOUSEKEEPING SERVICES Learning activities Special instructions
1. Read information sheet 1.1-1 Types of Housekeeping & Scope of Housekeeping Maintenance
After reading the learner is encourage to answer self check 1.1-1
2. Answer self-check 1.1-1
Compare the answers to the answer key.
3. Read information Sheet 1.1-2
After reading the learner is encourage to Answer self check
Housekeeping Organization 4. Answer self-check 1.1-2
Compare the answers to the answer key.
5. Read information sheet 1.1.3 Maintenance Order or Service Request
Read Information Sheet. After reading the learner is encourage to answer selfcheck 1.1-3
6. Answer self-check 1.1-3
Compare the answers to the answer key
7. Perform Job Sheet 1.1-1
Evaluate your own work using the performance criteria Keep a copy of your work for the next
activities 8. Read information sheet 1.1.4
Read Information Sheet. After reading the learner is encourage to answer selfReview Guest Arrival List and Guest check 1.1-4 Folio 9. Answer self-check 1.1-4 Compare the answers to the answer key
10. Perform Job Sheet 1.1-2
Evaluate your own work using the performance criteria Keep a copy of your work for the next activities
Information Sheet 1.1-1 Types of Housekeeping & Scope of Housekeeping Maintenance Learning Objectives: After reading the INFORMATION SHEET, you must be able to: 1. Identify the types of housekeeping & scope of housekeeping maintenance.
Types of housekeeping 1. Domestic Housekeeping- refers to housekeeping maintenance in a house. It covers bedrooms, kitchen, dining, receiving area, grounds and the surroundings areas within the house. 2. Institutional Housekeeping applies to housekeeping maintenance in commercial lodging establishments like hotels, resorts, inns and apartels. Institutional Housekeeping usually covers the following areas: Guest rooms Hallways and corridors
Lobby Public Rooms and restaurants Offices Stairways Windows Stores, concessionaire shops Grounds Linen and Laundry area. It does not include the kitchen and dining areas since these are handled by the Food and Beverage Section.
Housekeeping job in commercial establishments is more complex to manage as compared to domestic housekeeping. With a lot of guests to attend to, housekeeping responsibilities have to be distributed to several sections of the housekeeping department. One section attends to the maintenance of guestrooms; another to public areas while separate one takes care of efforts have to be well coordinated among the various sections to ensure efficient housekeeping maintenance.
SCOPE OF HOUSEKEEPING MAINTENANCE The responsibilities of the housekeeping Department include the following: 1. Guestroom Maintenance a. Maintaining the cleanliness and orderliness in the guestrooms
b. Furnishing the room with the necessary amenities and supplies such as bed, linens , appliances, etc., c. Attending to service request of house guests d. Keeping the area free of safety hazards. 2. Maintenance of Public Areas a. Maintaining the cleanliness and orderliness in all public areas which include lobby, corridors b. Maintaining and up keeping the surroundings of the building by keeping it clean and free of liters. c. Maintaining an attractive landscape to enhance eye appeal.
d. Keeping the public areas free of safety hazards e. Undertaking minor repair like busted bulbs, broken furniture, etc. 3. Maintenance of Linen/Laundry Service a. Collecting and delivering laundry items for house guests or in house occupants. b. Washing drying, ironing guest laundry as well as linens used in banquet functions, food service and guestrooms c. Mending service 4. Washing, Issuance, Repair and Inventory of Employee’s uniforms
5. Installation, cleaning and Maintenance of Fixtures and Facilities like furniture and appliances. 6. Provision of special services like babysitting, polishing shoes, etc.
Self-Check: 1.1-1 I. Answer the following statement TRUE or FALSE. _______ 1. Housekeeping job is distributed to different section. _______ 2. Housekeeping job do not include maintenance in the public areas
_______ 3. Public areas includes carport. _______ 4. Maintenance of kitchen is a part of housekeeping job. _______ 5. Polishing shoes is not a part of services in the housekeeping. _______ 6. Repair of uniform of the employees is part of housekeeping _______ 7. Mending is a special service of a hotel worker. _______ 8. Maintaining of attractive landscape is a part of housekeeping. _______ 9. Washing guest clothes is a job of hotel worker.
_______ 10. Washing and ironing of linen used in banquet is not a job of housekeeper.
Answer key 1.1-1 I. True or False 1. True 2. False
3. 4. 5. 6. 7. 8. 9. 10.
True False False True True True True False
Information Sheet 1.1-2 Housekeeping Organization Organizational Chart of the Housekeeping Department (For large establishments) EXECUTIVE HOUSEKEEPER OR HOUSEKEEPING MANAGER
Executive Housekeeper
Room keeping supervisor
Public Area Supervisor
Linen & Laundry Supervisor
Room boy
Houseman utility maintenance
Linen Attendant
Chambermaid
Pest Control Technician
Laundry Attendant
Mini-bar Attendant
Gardener/Grounds Maintenance
Valet Runner
Steam Presser/Ironer
Organizational Chart of the Housekeeping Section (In smaller establishments)
Housekeeping Supervisor
Assistant Housekeeping Supervisor
Room Attendant or Room Boy
Houseman and Powder Girl
Linen & Laundry Attendant
Gardener & Grounds Maintenance Crew
FUNCTIONS I. EXECUTIVE HOUSEKEEPER OR HOUSEKEEPING MANAGER - Responsible for maintaining a smooth and efficient flow of operations in the Housekeeping Department; sees to it that housekeeping maintenance is carried out in accordance with prescribed standards and policies.
II. ROOMS MAINTENANCE SUPERVISOR - Directs and controls rooms keeping activities including room make up, installation of mini bar and other room amenities; ensures conformity to prescribed room-keeping standards and policies. Duties & Responsibilities: 1. Conducts routine inspection to check the quality of room make up; make sure that the room are installed with standard room amenities and that the
2. 3. 4. 5.
area is free of hazards. Also checks if there is anything that needs repair or corrective action. Checks room status during room check, prepares and distributes room status reports to Front Desk and to room attendants. Looks after the proper use, storage and maintenance of linen and cleaning equipments as well as housekeeping tools and supplies. Regularly checks the conditions and maintenance of housekeeping equipments. Have them cleaned regularly. Initiates service request for defective items. Checks and maintain par stock. Make requisition whenever needed.
6. Initiates and supervise the weekly inventory of room supplies and other housekeeping items entrusted to his unit. Reports losses and damages and takes corrective action against reckless use of equipment. 7. Sees to it that his superior is informed to all unusual incidents and accidents in his area of responsibility. 8. Trains, coaches and supervises room boys and chambermaids. 9. Attends to the guest complaints, inquiries and requests. 10. Attends to performance evaluation of his subordinates; conducts appraisal interview. 11. Personally attends to VIP guests and their requirements.
12. Coordinates with Front Office regarding changes in room status and bookings; with maintenance unit regarding requests for repair or maintenance. 13. Performs other related duties as maybe assigned by superior. III. HEAD HOUSEMAN OR PUBLIC AREA SUPERVISOR -
Directs or control all activities concerning public area maintenance and ensures conformity to prescribed housekeeping standards and policies. Duties and Responsibilities
1. Maintains quality housekeeping in all public areas paying special attention to cleanliness, orderliness and safety in all covered areas. 2. Conducts regular inspection of the different public areas; checks the quality of cleaning and maintenance and ensures tat the area is free of safety hazards. Also checks if there is anything that needs repair or corrective action. 3. Checks order in all areas, make sure that fixtures and furniture are installed in the right position. 4. Monitor ands and supervises the proper use, storage and maintenance of cleaning equipment as well as housekeeping tools and supplies.
5. Checks equipment regularly for their condition. Have them cleaned regularly and repaired when out of order. 6. Check and maintains par stock requirements. Makes requisition to replenish supplies. 7. Initiates and supervises weekly inventory of cleaning supplies and other housekeeping items allocated to his unit. Reports losses and damages and takes corrective action against reckless use of equipment. 8. Reports to management all unusual incidents and accidents in the public areas, safety hazards and items needing repair or replacement. 9. Trains, coaches and supervises his staff.
10. Evaluates the performance of his subordinates and conducts appraisal interview. 11. Performs other related duties as maybe assigned by supervisor.
ROOM BOY, CHAMBERMAID OR ROOM ATTENDANT
- Attends to the maintenance and upkeep of all guestrooms and service areas assigned to him/her. Specific Functions: 1. Looks after the maintenance of cleanliness, orderliness and sanitation in his assigned guestrooms; a. Clean walls, carpets, fixtures following standards cleaning procedures. b. Sanitizes toilets and bathrooms using sanitizing chemicals c. Changes/empties waste baskets or garbage cans;
d. Collects all used/soiled linens and replenishes them with fresh ones; e. Looks after the orderly make-up of the room, bed and the bathroom f. Checks the condition of all guestroom facilities and fixtures and reports any defect to supervisor for corrective action; g. Install and replenishes standard room amenities in their appropriate location. 2. Performs turn-down service if schedule for the second shift. 3. Looks after the proper use, maintenance and storage of cleaning equipment. Reports damages to supervisor for corrective action. 4. Attends to the needs and additional request of house guests.
5. Reports al unusual incidents and complaints of house guests, as well as guests who are sick or in critical condition. 6. Reports and surrenders all lost and found items to Supervisor. 7. Assists in the inventory of guestroom supplies and linens 8. Prepares and submits daily accomplishment and consumption report to his/her supervisor. 9. Assist his supervisor in conducting room check 10. Conducts fumigation of assigned guestrooms as needed 11. Performs other related duties as may be assigned by his/her supervisor. V. MINI BAR RUNNER/ATTENDANT
- Responsible for performing mini-bar installation, listing, replenishing, inventory-taking, stocking, requisitioning, and other related functions Duties and Responsibilities: 1. Maintains par stock and mini bar items; initiates requisition to replenish used stocks; 2. Records mini bar consumption per room and prepares a sales report. 3. Assists in the promotion of mini bar items. 4. Monitor sales and movement of stocks, informs supervisor of slow moving and non-moving items;
5. 6. 7. 8.
Conduct mini-bar inventory. Cleans and dusts mini-bar bottles in vacant guest rooms; Checks and collect mini-bar receipts in all guest rooms; Assist in the inventory of stocks in housekeeping stockroom as well as in all vacant, occupied and check-out rooms; 9. Promptly prepares billing of mini bar consumption giving priority to rooms occupied by guests who are about to check out within the day; 10. Coordinates also with Front Office Cashiers for the billing of late charges 11. Coordinates also with other staff like Bell Service in collecting bills of guests and hotel skippers.
12. Endorses to the incoming attendant all un-replenished mini bars in guestrooms to make sure that all scheduled replenishments for the day will be accomplished as scheduled. 13. Determines availability and non-availability of mini-bar stocks and updates accordingly the individual receipts distributed in guestrooms. 14. Collects empty or consumed mini-bar bottles, cans, etc. from different floors/guest areas, pantries and guestrooms. 15. Checks sales record from time to time to determine accuracy of records, inventories and billing.
16. Takes notes of saleable and non-saleable items to have a more accurate basis for requisition and ordering of stocks. 17. Double checks the expiration dates of items for prompt replenishment; 18. Returns spoiled stocks before the end of each month and submits report to supervisor of the Cost Control section; 19. Coordinates closely with Front Office regarding rooms on cash basis to list for each day. 20. Performs other duties as may be assigned. VI. Houseman
Basic Function: Responsible for the upkeep and maintenance of cleanliness and orderliness in public areas assigned to him. Special Duties: 1. Secures cleaning supplies, materials and equipment and looks after their use, storage and maintenance. 2. Checks the location, condition and arrangement of fixtures in his area of responsibility; sees to it that they are clean and properly installed. 3. Cleans and sanitized public comfort rooms under his area, following standard cleaning procedures.
4. Replenishes guest supplies in public comfort rooms like paper towels, toilet tissues, soap, etc. 5. Cleans and sanitizes all areas assigned to him following standard cleaning procedure ; a. Vacuums/shampoos carpets and upholstered furniture b. Sweeps/ scrub/polishes floors and walls c. Polishes/dusts off all fixtures d. Cleans ceilings, exhaust and glass panels e. Collects and disposes garbage and litters f. Changes. Cleans ashtrays
g. Disinfects toilet bowls, urinals, etc. 6. Report all noted damages and out-of-order facilities in his area of responsibility including defective cleaning equipment, busted bulbs, torn carpets, cracks on walls, defective sinks and toilet bowls, clogged floor drain, ceiling leaks, defective locks, etc. 7. Conducts fumigation in the absence of pest control technician. 8. Reports guest complaints to his supervisor as well as suspicious objects or person; turns-over to him all lost-and-found articles. 9. Prepares daily accomplishment report and submit them to supervisor. 10. Performs other duties as may be assigned by supervisor.
VII. Powder Girl Basic Function: Responsible for the cleaning, care and maintenance of ladies comfort rooms and locker rooms. Specific Duties: 1. maintains par stocks of cleaning supplies and makes requisition to replenish stocks; 2. Regularly cleans ladies comfort rooms and locker rooms following standard cleaning procedures
3. 4. 5. 6.
a. Disinfect toilet bowls b. Scrubs, cleans, wipe dry floor and wall tiles c. Polish chrome and metal fixtures like faucets d. Fumigate the area as needed e. Dispose garbage, wash and dry garbage bins Replenish toilet amenities like toilet pare, soap, paper towels, etc. Checks the condition of fixtures and toilet facilities, checks for leaking faucets, defective tiles, shower, etc. and reports any defect to her supervisor. Retouches the cleaning of comfort rooms from time to time; Regularly checks trash and empties garbage bins from time to time
7. Assists in other cleaning or housekeeping job when not loaded. 8. Assist in the issuance of linens if available; 9. Performs other related duties as maybe assigned by superior.
VIII. Gardener and Ground Maintenance Crew Basic Function: Responsible for maintaining the grounds including plants and landscape. Specific Duties: 1. Performs daily sweeping and cleaning of grounds following standard cleaning procedures.
2. Maintains supplies for plants and grounds maintenance and makes requisition to replenish stocks. 3. Looks after the plants, prunes leaves, apply fertilizer, weed out dried leaves, etc. 4. Maintains, insures that everything is in order. 5. Performs cultivation of plants through planting and other techniques; scouts for new ornamental plants. 6. May perform side duties like maintenance of cleanliness of the pool area, fountains, façade, gardens, motor pool and other related areas, 7. Performs other related duties as may be assigned by superior.
IX. Pest Control Technician Basic Function: Attends to the prevention and control of pests through preventive and corrective techniques. Specific duties: 1. Searches for areas for pests and insects proliferate and performs the necessary fumigation: 2. Looks for patches or holes and other entry points of insects and takes corrective action;
3. Maintains stocks for pest control and looks after their safekeeping and reasonable use; 4. Checks possible sources and cause of the proliferation of pests and insects, makes reports and recommendations to remedy the situation. 5. Performs fumigation in accordance with prescribed procedures. 6. Performs other related duties as maybe assigned by superior.
Self-Check 1.1-2 Answer the following: 1. What is the difference between room’s maintenance and maintenance of public areas? 2. How do you differentiate the job of room boy/room attendant from that of a houseman?
3. If you are a room boy will you mention some related duties? 4. If you are assigned as gardener and grounds maintenance crew, what are your side duties? 5. Who is the responsible for cleaning and care maintenance of ladies washroom & locker?
Answer Key 1.1-2
1. Room maintenance is maintaining the cleanliness and orderliness in the guest room, while the maintenance of public areas is maintaining the public washroom, lobby, etc. 2. Job of room boy is maintaining the guest room, while houseman maintaining the public areas.
3. 1. Performs turn-down service if schedule for the second shift. 3. Looks after the proper use, maintenance and storage of cleaning equipment. Reports damages to supervisor for corrective action. 4. Attends to the needs and additional request of house guests. 5. Reports al unusual incidents and complaints of house guests, as well as guests who are sick or in critical condition. 6. Reports and surrenders all lost and found items to Supervisor. 7. Assists in the inventory of guestroom supplies and linens 8. Prepares and submits daily accomplishment and consumption report to his/her supervisor.
9. Assist his supervisor in conducting room check 10. Conducts fumigation of assigned guestrooms as needed 11. Performs other related duties as may be assigned by his/her supervisor. 4. May perform side duties like maintenance of cleanliness of the pool area, fountains, façade, gardens, motor pool and other related areas, Performs other related duties as may be assigned by superior. 5. Powder girl
Information Sheet 1.1-3 Maintenance Order or Service Request Learning Objectives: After reading the information sheet, you must be able to; 1. Prepare maintenance order slip. 2. Practice selling and up selling techniques.
I. Maintenance Order or Service Request This is to accomplish for the purpose of requesting the Engineering Department or Building Maintenance Unit to do repair or trouble shoot of defective facilities or amenities like TV, aircon, leaking faucet, etc. The Shift Engineer shall assign a technician to check and validate the report and then submit status report to Housekeeping, see the form below. This form shall be accomplished by the supervisor once he receives complaints or reports of defective items in guestrooms and in other parts of his assigned area.
The report should be acknowledged-received and signed by the secretary or whoever receives it at the Engineering Office. AC HOTEL MAINTENANCE ORDER Date: ____________________ Date Received by Eng’g _____________ By: ____________________ Location: Room 203
Requested by: Mrs. Juana Cruz
Accepted by: ______________________________ Status (
) Defect corrected
(
) Pending action
Remarks: ________________________________________ _________________________________________________
If the Engineering section cannot immediately attend to the service request the Requesting supervisor should be informed immediately so that he could take appropriate action. If the defect is somewhat serious, the best action is to transfer the guest to another room. One can say, “Sir, I’m sorry for the inconvenience, if you
like to transfer to another room, we have available rooms which is better than this room. . . . I will refer you to the Front Desk for the room you would like transfer. . . . And if the defect is minor, the guest is advised to wait. One can say: “Sir, we have forwarded a request for repair to our Engineering Office. Right now they are still attending to an urgent maintenance order and then they will attend to your room in a short while. Thank for bearing with us.”
The Front Desk then will call bell service to assign a bellboy who will assist the guest in the room transfer and give him a copy of the room change form together with the key to the new room. If the choice room is vacant dirty the Front Office will inform the Housekeeping Department for them to schedule immediate room make up.
Self Check 1.1-3
________ 1. A form that a supervisor accomplish once he receives complaints or reports of defective items in the guestrooms. _________ 2. A Department that attends to the defects in the guestrooms.
_________ 3. In charge of the transfer of the guest to another room. (in case guest request.)
Answer Key 1.1-3
1. Maintenance Order Form 2. Engineering Department 3. Front Desk
TASK SHEET 1.1-1 Title: Maintenance Order or Service Request Performance Objective: Given a maintenance order slip, you should be able to prepare maintenance order slip. Supplies and Materials: FO Form Equipment: None
Steps and Procedures: 1. 2. 3. 4.
Report malfunctions to housekeeping office Accomplish maintenance order slip.( Forms below) Report and pass the slip to the Engineering Office, should be acknowledge-received by the secretary or whoever receives the report Advises guest to wait or transfers to other room if the defect is serious.
Assessment Method: Demonstration
PERFORMANCE CRITERIA CHECKLIST TASK SHEET 1.1-1
Trainee’ Name: ______________________________________ Date: ____________________ CRITERIA Did you…..
Accomplish requisition for maintenance service?
Report malfunctions promptly in accordance with standard operating procedures? Make alternative arrangement to meet guest needs?
YES
NO
Advise guest courteously to wait for maintenance service?
Advise guest courteously to transfer to another room if the defect is serious? Comments/Suggestions:
Trainer: ________________________________________ Date: ________________________
AC HOTEL MAINTENANCE ORDER Date: __________ Date Received by Eng’g Dept._______________ By: __________________ Location: ___________________Requested by: __________________ Accepted by: _______________
Status (
) Defect corrected
(
) pending action
Remarks: _________________________________________________________________________________________
Information Sheet 1.1-4 Review Guest Arrival list and Guest Folio Learning Objectives: After reading the INFORMATION SHEET, you must be able to: 1. Review guest arrival list and guest folio.
A room attendant must review the Daily Arrival List every day so that he/she must know who is in the different rooms and what services should be done for the day. Procedure: 1. Review Daily Arrival List (refer to the Form of Front Office) AC HOTEL DAILY ARRIVAL LIST
MONDAY – January 3, 2018 Name of Arriving Guest
Arrival
Depar ture
No. Of Nights
Room No.
Room Type
Room Rate
Remarks
1. Ms. Ana Dela Cruz
1018
01-
10-04
4
201
DBL std
500.00
Late Arrival
2. John Barba
09-30-18
10-05
6
202
TW std
650.00
W/ Breakfast
3. Glo Basilio
10-01-18
10-08
8
203
DBL luxe
3,000.00
With extra bed &
de
Breakfast 4. Mr. Hawks
&
Mrs.
Jay
09-30-18
10-15
15
208
SUITE Std
2,500.00
w/ Breakfast and laundry
5. Mr. Robin Padilla
1018
01-
10-04
4
205
TW Std
650.00
No Breakfast
6. Mabuhay Tours (20 guest)
10-02-18
10-09
8
301
Tw Std
650.00
W/ Breakfast
302
303 304
The Housekeeping Department must have also the copy of Guest Folio for reference purpose for the guest who will be checking out. One Copy of guest folio should be given to Housekeeping Department to be reviewed by the Housekeeping Supervisor for reference purposes. AC HOTEL Guest Folio Name of Guest: Mr. Jay Hawks
No. of Guests: 1
Room No. 208 Address: # 24 Forest St. Alberta, Canada Nationality: Canadian Phone No. 0915768901245 Billing Arrangement: Personal
Room Rate: 2,500.00 Arrival Date
Departure;
09-30-18
10-15-18
Charge to: Cash Basis
Date 10/03/18
Reference OR No. 002
Charges
Balance
P250.00
P250.00
150.00
P400.00
P300.00
550.00
Coffee Shop 10/04/18
Invoice 012 Laundry
10/05/18
OR No. 030 Room Service
Remarks
10/21/18
Room Charges
P2,500.00
37,500.00
15 days 38,700.00 Last Balance Amount Prepared by: Jake Dela Cruz
Acknowledge by: Mr. Jay Hawks
Desk Clerk
Guest
Self Check 1.1-4 Answer the following: 1. What are the important data in a guest folio and guest arrival list?
Answer Key 1.1-4 1. Name of guest, address, contact no., room no., arrival date
TASK SHEET 1.1-2
Title: Guest Arrival List and Guest Folio Performance Objective: Given a Guest arrival list and guest folio, you should be able to review the given form. Supplies and Materials: FO Form Equipment: None Steps and Procedures: 1. Get the daily arrival list in the front office.
2. Review for the purpose of guest room assignments and the services needed by the guests. Assessment Method: Demonstration
PERFORMANCE CRITERIA CHECKLIST TASK SHEET 1.1-2 Trainee’ Name: ______________________________________ Date: ____________________ CRITERIA
Guest arrival list and guest history are reviewed based on guest folio.
Guest is greeted and acknowledged by use of name whenever
YES
NO
possible. Comments/Suggestions:
Trainer: ________________________________________ Date: ________________________
AC HOTEL DAILY ARRIVAL LIST DATE:___________________________ Name of Arriving Guest
Arrival
Depar ture
No. Of Nights
Room No.
Room Type
Room Rate
Remarks
AC MINI HOTEL Guest Folio Name of Guest: Address:
No. of Guests: __ Room Rate:
Room No. ____
Nationality:
_________
Phone No.
Billing Arrangement: Personal Date
Reference
Arrival Date
Departure
_________
________
Charge to: Cash Basis Charges
Balance
Remarks
Last Balance Amount Prepared by: _________________ Desk Clerk
Acknowledge by: __________________ Guest
LEARNING OUT COME # 2
HANDLE HOUSEKEEPING REQUESTS
CONTENTS: 1. Housekeeping and Front Office forms 2. Codes and regulations 3. Handle queries through telephone, fax machine, internet and e-mail 4. Interpersonal skills: Communication and listening skills 5. Up selling and selling techniques ASSESSMENT CRITERIA: 1. Requests are handles in a polite and friendly manner in accordance with the establishment’s customer service standards and security procedures. 2. Guest is acknowledged by use of name whenever possible 3. Details of requests made are confirmed and noted in accordance with industry procedures 4. Appropriate apologies are made when requests has arisen from breakdown in room service 5. Timeliness fro meting requests are agreed upon with guests 6. Requested items are promptly located and delivered within agreed timeframes. 7. Items for pick-up are collected within agreed timeframes CONDITION: Students/Trainee must be provided with the following: 1. WORKPLACE LOCATION 2. EQUIPMENT Telephone Computer with internet Roll away bed Flat iron and ironing board Baby crib electric kettle alarm clock 3. ACCESSORIES AND SUPPLIES Pen and paper Housekeeping/ FO forms room supplies and amenities 4. TOOLS/MATERIALS Brochures/ manuals Guest folio, guest list ASSESSMENT METHOD Observation Demonstration of Practical Skills
Learning Experiences Learning Outcome 2 : HANDLE HOUSEKEEPING REQUEST Learning activities Special instructions
1.Read information sheet 1.2-1 Guest Request
After reading the learner is encourage to answer self-check 1.2-1
2. Answer Self –check 1.2-1
Compare your answer to the answer key.
3. Perform Task Sheet 1.2-1
Evaluate your own work using the performance criteria
Keep a copy of your work for the next activities
Information Sheet 1.2-1 Guests Requests Learning Objectives: after reading the INFORMATION SHEET, you must be able to; 1. Handle in a polite manner the requests in accordance with the establishment’s customer service standards and security procedures.
Requests of Guests may relate to: 1. Range of services and products offered by the establishment 2. Availability, hours and location of meals, services, equipment a. How various types of equipment work b. Local services, attractions, transport, shops entertainment, etc. A. Request for Room Service:
203
Please Makeup the Room
Do
Break
Not
Fast
Disturb
Menu zzzzzzz zzzzzzz zzzzzzz zzzzzzz zzzzzzz
Make up sign
DND sign
Hanged in the door knob late in the afternoon or early in the morning for a request, also if breakfast is requested.
DND/MAKE UP SIGN maybe back to back. DND on one side and the MAKE UP SIGN on the other side. Request for Wake up Calls The Housekeeper may up sell wake up calls to the guest. One may say:
“Mr. Smith, should you like to avail our wakeup call service, you may request directly to the Telephone Operator to this nos. 04-733 or to the Front Desk. Thank You, sir. The guest shall call the operator directly or may relay the request through the Front Desk.
When the operator rings a room for wake up call, she should answer do it graciously by calling the guest by the name as follows: Good Morning Mr. Smith. It is now 5:00 A.M. When the guest does not answer the wake up morning call, request the bellboy or the room boy to knock on the guest room. If there is still no response, the Duty manager may enter the room with the emergency key.
c. Other Request items 1. Roll away bed – a portable single bed used to accommodate additional guest in a room.
2. additional pillows , blankets and towels
3. Flat Irons and Ironing board
4. hair dryers
5. additional room supplies
6. change of linen
7. first aid kit
8. baby crib
9. Electric kettles and jugs
10. Computers/ laptop
11. TV and video
12. Alarm clock
13.fax machine
Other requested services may include:
1. Baby Sitting – ask first the permission of your supervisor before granting the guest request.
2. Errand, like buying the guest of daily newspaper, housekeeping supervisor should be notified.
As part of hotel services, the hotel may allow certain items to be lent to guests for their use while in the hotel. However, anything that is issued should be recorded and acknowledge – signed by the guest so that in case the item is lost or not returned, the guest could be made accountable. The cost of the item shall be charged to his account in case of lost.
Procedure in the issuance of requested items: 1. In the form, write down the name of the guest, his room number and the date of issue. Check the item (whether adaptor, remote control, etc.) Ask guest to acknowledge and sign in the form. 2. Copy of the acknowledgement receipt is issued to the Front Office cashier who attaches it to the guest folder/folio so that during check out the cashier can first verify the said item has been returned. If not, he shall remind the guest to return it, otherwise he will be charged for it.
AC HOTEL Housekeeping Department CONTROL FORM FOR BORROWED ITEMS Room Number: 202 Guest’s Name: _Mr. Jonh Smith Date: _February 12, 2018_ Time: 7:30 P.M. Issued by: _A. Bush Received one (1) unit of ________: Remote Control ________: Adaptor ________: Transformer Hair Dryer : Others ______________________ Guest Signature Returned/Retrieved from guest on _________________
* Always remind the guest the possibilities/consequences whenever the items borrowed are damage or loss, should be return on the time indicated at the form. * Requested item should be promptly located and delivered within agreed time frames. One may say: “Mr. Smith, I will deliver your request in 15 minutes. Excuse me, Sir.
* If not delivered on time, ask apology to the guest for the delayed service.
Self Check 1.2-1 Answer the following: 1. What will you do if the guest don’t answer wake up calls?
2. What is the procedure in the issuance of guest requested items?
Answer key 1.2-1 1. When the guest does not answer the wake up morning call, request the bellboy or the room boy to knock on the guest room. If there is still no response, the Duty manager may enter the room with the emergency key. 2.
1. In the form, write down the name of the guest, his room number and the date of issue. Check the item (whether adaptor, remote control, etc.) Ask guest to acknowledge and sign in the form.
2. Copy of the acknowledgement receipt is issued to the Front Office cashier who attaches it to the guest folder/folio so that during check out the cashier can first verify the said item has been returned. If not, he shall remind the guest to return it, otherwise he will be charged for it.
TASK SHEET 1.2-3 Title: Guest Request and issuance of guest request Performance Objective: Given an FO Form on Form for control borrowed items, you should be able to follow the procedure in the issuance of requested items of the guest. Supplies and Materials: FO Form Equipment: None
Steps and Procedures: 1. In the form, write down the name of the guest, his room number and the date of issue. 2. Check the item (whether adaptor, remote control, etc.) Ask guest to acknowledge and sign in the form. 3. Copy of the acknowledgement receipt issued to the Front Office cashier who attaches it to the guest folder/folio so that during check out the cashier can first verify the said item has been returned. If not, he shall
remind the guest to return it, otherwise he will be charged for it. 4. Remind the guest the possibilities/consequences whenever the items borrowed are damage or loss, should be return on the time indicated at the form. 5. Requested item should be promptly located and delivered within agreed time frames. 6. If not delivered on time, ask apology to the guest for the delayed service.
Assessment Method: Demonstration
PERFORMANCE CRITERIA CHECKLIST TASK SHEET 1.2-3 Trainee’ Name: ______________________________________ Date: ____________________ CRITERIA Did you…… 1. Write the name of the guest, his room number and the date of issue in the form?
YES
NO
2. Check the item (whether adaptor, remote control, etc.) 3. Ask the guest to acknowledge and sign in the form in a polite and friendly manner? 4. Copy the acknowledgement receipt issued to the Front Office cashier?
5. Remind the guest the possibilities/consequences whenever the items borrowed are damage or loss, should be return on the time indicated at the form? 6. Locate and deliver within agreed time frames the requested item?
7. Ask apology to the guest for the delayed service if not delivered on time? Comments/Suggestions:
Trainer: ________________________________________ Date: ________________________
AC HOTEL Housekeeping Department CONTROL FORM FOR BORROWED ITEMS Room Number: _____________________________________ Guest’s Name: _____________________________________ Date: _______________ Time: _______________ Issued by: ___________ Received one (1) unit of ________: Remote Control ________: Adaptor ________: Transformer ________: Others ______________________ Guest Signature
LEARNING OUT COME # 3
ADVISE GUEST ON ROOM AND USE OF FACILITIES
CONTENTS: 1. Housekeeping and Front Office forms 2. Codes and regulations 3. Interpersonal skills: Communication and listening skills 4. Up selling and selling techniques ASSESSMENT CRITERIA: 1. Guests are courteously advised on correct usage of equipment 2. Malfunctions are promptly reported in accordance with enterprise procedures, and where possible, alternative arrangements are made to meet guest needs 3. A collection time for requested equipment is agreed upon where appropriate. CONDITION: Students/Trainee must be provided with the following: 1. WORKPLACE LOCATION 2. EQUIPMENT
Telephone Computer alarm clock air conditioning unit television and video player Shower (with hot and cold) electric fan Refrigerator
3. ACCESSORIES AND SUPPLIES Pen and paper Housekeeping/ FO forms room supplies and amenities 4. TOOLS/MATERIALS Tapes Brochures/ manuals Guest folio, guest list caution signs ASSESSMENT METHOD Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination
Learning Experiences Learning Outcome 3: ADVISE GUEST ON ROOM AND USE OF FACILITIES Learning activities
Special instructions
1. Read information Sheet 1.3-1 Read Information Sheet. After reading Advise Guest on Room And Use Of the learner is encourage to perform the job sheet Facilities
2. Answer self check 1.3-1 3. Perform Job Sheet 1.3-1
Compare your answer to answer key 1.3-1 Evaluate your own work using the performance criteria Keep a copy of your work for the next activities
Information Sheet 1.3-1 Advises guest on room and use of facilities Learning Objectives: After reading the INFORMATION SHEET, you must be able to; 1. Advises guest on room and use of facilities A. Procedure on how to use the Hairdryer (an example)
One may say, “Ma’am or Mrs. Smith, here is your request item a hairdryer. Our hairdryer is ceramic coated; Sliding switches are fixed into the handle generally moving up or down the shaft of the dryer. . The hair dryer must never get so hot that it burns the user during operation. It is important that the plastic housing remains at a tolerable temperature. The hair dryer does not cause electric shock. A special shock safeguard, a Ground Fault Circuit Interrupter (GFCI), is used in this hair dryer to prevent accidental electrocution. If in not in use please un plug the item and please return to the front desk on the date and time stated in the control form on borrowed items. Thank you Ma’am, have a nice day”.
B. Adjusting the temperature of the air conditioning unit. One may say: “ Ma’am if you like to adjust the temperature of your aircon you may use the remote control/manual (whichever). . . . C. Use of TV State if the television is tap with cable networks, and you have to tell to the guest if it is operated through remote or manual. One may say: “Sir, if you like to watch TV you just put on the TV and use the remote control in choosing Channels you like.”
D. Operation in the facilities in the washroom You may tell to the guest if the shower has hot and cold and how to operate it, the bathtub, and other facilities in the washroom. E. Others: You may also orient the guest the switches of lights and electric outlets. * If malfunction of the equipment occur you may change the equipment and report it to the supervisor for him to report into the Engineering Department.
Self Check 1.3-1 Answer the following: 1. What are you going to do if the requested equipment is not functioning well?
Answer Key 1.3-1 1. If malfunction of the equipment occur you may change the equipment and report it to the supervisor for him to report into the Engineering Department.
Title: Advises guest on room and use of facilities Performance Objective: Given an FO Form on Form for control borrowed items, you should be able to advise guest on room and use of facilities. Supplies and Materials: FO Form Equipment: None Steps and Procedures:
1. Acknowledged guest by use of name whenever possible 2. Courteously advised Guest on correct usage of equipment 3. reported malfunctions in accordance with enterprise procedures, and where possible, alternative arrangements are made to meet guest needs Assessment Method: Demonstration
PERFORMANCE CRITERIA CHECKLIST TASK SHEET 1.3-1 Trainee’ Name: ______________________________________ Date: ____________________ CRITERIA Did you …….. 1. Acknowledge guest by use of name whenever possible?
YES
NO
2. Advise courteously the guest on correct usage of equipment? 3. Report malfunctions in accordance with enterprise procedures? 4. Make alternative arrangements to meet guest needs? Comments/Suggestions:
Trainer: ________________________________________ Date: ________________________
EVIDENCE PLAN/EVALUATION PLAN
TRAINEES NAME FACILITATOR’S NAME QUALIFICATION UNIT OF COVERED
COMPETENCY
HOUSEKEEPING NC II PROVIDE HOUSEKEEPING TO GUEST
SERVICES
Witte
Demo
Ways in which evidence will be collected: [tick the column]
Interview
n Test
Questioningnstration with Oral
The evidence must show that the candidate……
1.Guest arrival list and guest history are reviewed based on guest folio. 2.Guest is greeted and acknowledged by use of name whenever possible. 3.Upselling and selling techniques are prepared in accordance with industry policy and procedure 4.Guests are courteously advised on correct usage of equipment
x x x x
5.Malfunctions are promptly reported in accordance with Standard Operating Procedures, and where possible, alternative arrangements are made to meet guest needs. 6.A collection time for requested equipment is agreed upon where appropriate. 7.Coordination with other department is done in accordance with hotel’s organizational structure and its function. 8.Guest requests are noted and coordinated with other department concerned
x x x x
x
9.Requests are handles in a polite and friendly manner in accordance with the establishment’s customer service standards and security procedures. 10. Guest is acknowledged by use of name whenever possible 11. Details of requests made are confirmed and noted in accordance with industry procedures 12. Appropriate apologies are made when requests has arisen from breakdown in room service
x
x
x x
x
x
x
13. Timeliness for meeting requests are agreed upon with guests 14. Requested items are promptly located and delivered within agreed timeframes. 15. Items for pick-up are collected within agreed timeframes NOTE: *Critical aspects of competency
x x x
x
Definitions of Terms:
1. Chambermaid – a female room attendant
2. DND sign – stands for “Do not Disturb”. This sign shall be hanged on the door knob and the guest places it in the door knob when he wants to have good rest and does not want to be disturbed or he does not want anyone to enter his room. 3. Fixtures – fittings in the room like furniture. An object firmly fixed in place (especially in a household) 4. Front Desk – the office that accommodates guest 5. Guest room – a room in the hospitality business like in hotel, apartel, etc.
6. Hallway - an interior passage or corridor onto which rooms open; "the elevators were at the end of the hall" 7. Hotel- Minimum number of available rooms, services, and amenities, usually defined by legislation for licensing and classification purposes as well as eligibility for fiscal incentives in some jurisdictions. May provide food and beverage services on site but not always within the accommodation building(s): usually by in-house staff but occasionally through an outside food and beverage contractor. May or may not provide a range of recreation and other
amenities on site or by arrangement with others off site. Includes motor hotel, resort hotel or resort, and commercial hotel.
8. Housekeeping – refers to the upkeep and maintenance of cleanliness and order in a house or lodging establishment, be it an inn, hotel, etc. 9. Houseman – the one who in-charge ib the public areas in a hotel 10. Lobby – a reception area of a hotel
11.
Make up sign – is usually at the back of the DND sign. The guest has the option to hang it in his door knob when he wants his room to be made up immediately. 12. Powder Girl – the one who is in-charge in the female washroom. 13. Public rooms – an area in the hotel like in lobby, public washroom or CR. 14. Stairway - a way of access (upward and downward) consisting of a set of steps
