CBLM 1 Provide Housekeeping Services For Guest

COMPETENCY BASED LEARNING MATERIAL
Sector: TOURISM
Qualification: FOOD AND BEVERAGE SERVICES NC II
Unit of Competency: WELCOME GUEST AND TAKE FOOD AND BEVERAGE ORDER
Module Title: WELCOMING GUEST AND TAKING FOOD AND BEVERAGE ORDER
SUPER M SCHOOL OF SCIENCE AND TECHNOLOGY (SMSST) Inc.
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
Food and Beverage Date Developed: Document No.

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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.

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 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.

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LIST OF COMPETENCIES
NO. Unit of Competencies Module Title Code

1 Provide Housekeeping Providing Housekeeping TRS51230
Services to Guest Services to Guest 7
2 Prepare Rooms for Guest Preparing Rooms for Guest TRS512308
3 Clean Premises Cleaning Premises TRS512309
4 Provide Valet/Butler Service Providing Valet/Butler Service TRS512310
5 Laundry Linen and Guest Laundering Linen and Guest TRS512311
Clothes Clothes

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MODULE CONTENT
UNIT OF COMPETENCY : Provide Housekeeping Services to Guest

MODULE TITLE : Providing Housekeeping Services to Guest
MODULE DESCRIPTOR : This module covers the knowledge, skills and
attitude in providing general housekeeping
services to guest.
NOMINAL DURATION :
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. Upselling 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

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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

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LEARNING OUT COME # 1 IDENTIFY AND PERFORM DIFFERENT
HOUSEKEEPING SERVICES
CONTENTS:
1. Hotel codes and regulations
2. Interpersonal skills: Communication and listening Skills
3. Upselling 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. Upselling and selling techniques are prepared in accordance with industry
policy and procedure
5. Malfunctions are promptly reported in accordance with Standard Operating
Procedures, and where possible, alternative arrangements are made to meet
guest needs.
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 Food and Beverage Date Developed: Document No.
 Brochures/Services
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 Guest folio, guest list
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ASSESSMENT METHOD
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 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 After reading the learner is encourage to
Types of Housekeeping & Scope of answer self check 1.1-1
Housekeeping Maintenance
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
Housekeeping Organization Answer self check
4. Answer self-check 1.1-2 Compare the answers to the answer key.
5. Read information sheet 1.1.3 Read Information Sheet. After reading
Maintenance Order or Service Request the learner is encourage to answer self-
check 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
Review Guest Arrival List and Guest the learner is encourage to answer self-
Folio check 1.1-4
9. Answer self-check 1.1-4 Compare the answers to the answer key
activities

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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.

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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.

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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.

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Answer key 1.1-1
I. True or False

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1. True 6. True
2. False 7. True
3. True 8. True
4. False 9. True
5. False 10. False

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Housekeeping Organization
Organizational Chart of the Housekeeping Department

(For large establishments)
EXECUTIVE HOUSEKEEPER
OR HOUSEKEEPING
MANAGER
Executive Housekeeper
Room keeping Public Area Linen & Laundry

supervisor Supervisor Supervisor
Room boy Houseman utility Linen Attendant

maintenance
Chambermaid Pest Control Laundry

Technician Attendant
Mini-bar Valet Runner

Attendant Gardener/Grounds
Maintenance
Steam
Presser/Ironer
Date Developed: Document No.

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Organizational Chart of the Housekeeping Section
(In smaller establishments)
Housekeeping
Supervisor
Assistant Housekeeping
Supervisor
Room Attendant or Houseman and Linen & Gardener &

Room Boy Powder Girl Laundry Grounds
Attendant 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 area is free of hazards. Also checks if there is anything that needs
repair or corrective action.
2. Checks room status during room check, prepares and distributes room
status reports to Front Desk and to room attendants.
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3. Looks after the proper use, storage and maintenance of linen and
cleaning equipments as well as housekeeping tools and supplies.
4. Regularly checks the conditions and maintenance of housekeeping
equipments. Have them cleaned regularly. Initiates service request for
defective items.
5. 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.
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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
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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. Conduct mini-bar inventory.
6. Cleans and dusts mini-bar bottles in vacant guest rooms;
7. Checks and collect mini-bar receipts in all guest rooms;
8. 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.

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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
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
3. Replenish toilet amenities like toilet pare, soap, paper towels, etc.
4. Checks the condition of fixtures and toilet facilities, checks for leaking
faucets, defective tiles, shower, etc. and reports any defect to her supervisor.
5. Retouches the cleaning of comfort rooms from time to time;
6. Regularly checks trash and empties garbage bins from time to time
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7. Assists in other cleaning or housekeeping job when not loaded.
8. Assist in the issuance of linens if available;

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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.

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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?

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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

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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.
ISAT HOTEL
MAINTENANCE ORDER
Date: August 5, 2010

Date Received by Eng’g August 6, 2010 By: Engr. Andy Garcia
Location: Room 203 Requested by: Mrs. Juana Cruz
Accepted by: Engr. Andy Garcia
Status (  ) Defect corrected ( ) Pending action
Remarks: ________________________________________
_________________________________________________

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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.

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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.)

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Answer Key 1.1-3
1. Maintenance Order Form

2. Engineering Department
3. Front Desk

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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. Report malfunctions to housekeeping office
2. Accomplish maintenance order slip.( Forms below)
3. Report and pass the slip to the Engineering Office, should be
acknowledge-received by the secretary or whoever receives the report
4. Advises guest to wait or transfers to other room if the defect is
serious.
Assessment Method: Demonstration

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PERFORMANCE CRITERIA CHECKLIST
TASK SHEET 1.1-1
Trainee’ Name: ______________________________________ Date: ____________________
CRITERIA YES NO
Did you…..
 Accomplish requisition for maintenance service?
 Report malfunctions promptly in accordance with standard
operating procedures?
 Make alternative arrangement to meet guest needs?
 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: ________________________

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ISAT HOTEL
MAINTENANCE ORDER
Date: __________
Date Received by Eng’g Dept._______________ By: __________________
Location: ___________________Requested by: __________________
Accepted by: _______________
Status ( ) Defect corrected ( ) pending action
Remarks: ________________________________________-
_________________________________________________

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.

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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)
MARVELOUS HOTEL and RESTO BAR
DAILY ARRIVAL LIST
MONDAY – October 02, 2008
Name of Arriving Arrival Depar No. Of Room Room Room Remarks
Guest ture Nights No. Type Rate
1. Ms. Ana Dela Cruz 10- 01- 10-04 4 201 DBL std 500.00 Late
08 Arrival
2. John Barba 09-30-08 10-05 6 202 TW std 650.00 W/
Breakfast
3. Glo Basilio 10-01-08 10-08 8 203 DBL de 3,000.00 With extra
luxe bed &
Breakfast
4. Mr. & Mrs. Jay 09-30-08 10-15 15 208 SUITE 2,500.00 w/
Hawks Std Breakfast
and
laundry
5. Mr. Robin Padilla 10- 01- 10-04 4 205 TW Std 650.00 No
08 Breakfast
6. Mabuhay Tours (20 10-02-08 10-09 8 301 Tw Std 650.00 W/
guest) Breakfast
302
303
304

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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.

Guest Folio
Name of Guest: Mr. Jay Hawks No. of Guests: 1
Address: # 24 Forest St. Alberta, Canada Room Rate: Room No. 208
Nationality: Canadian 2,500.00
Phone No. 0915768901245 Arrival Date Departure;
09-30-08 10-15-08
Billing Arrangement: Personal Charge to: Cash Basis
Date Reference Charges Balance Remarks

10/03/08 OR No. 002 P250.00 P250.00
Coffee Shop
10/04/08 Invoice 012 150.00 P400.00
Laundry
10/05/08 OR No. 030 P300.00 550.00
Room Service
10/21/08 Room P2,500.00 37,500.00
Charges
15 days
38,700.00
Last Balance Amount
Prepared by: Marjorie D. Sarcia Acknowledge by: Mr. Jay Hawks

Desk Clerk Guest

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Self Check 1.1-4
1. What are the important data in a guest folio and guest arrival list?

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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.
Equipment: None
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.

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TASK SHEET 1.1-2
CRITERIA YES NO
 Guest arrival list and guest history are reviewed based on
guest folio.
 Guest is greeted and acknowledged by use of name whenever

possible.
Trainer: ________________________________________ Date: ________________________

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DAILY ARRIVAL LIST
DATE:___________________________
Name of Arriving Arrival Depar No. Of Room Room Room Remarks
Guest ture Nights No. Type Rate

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Guest Folio
Name of Guest: No. of Guests: __

Address: Room Rate: Room No. ____
Nationality: _________
Phone No. Arrival Date Departure
_________ ________
Billing Arrangement: Personal Charge to: Cash Basis
Date Reference Charges Balance Remarks
Last Balance Amount
Prepared by: _________________ Acknowledge by: __________________

Desk Clerk Guest

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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. Upselling and selling techniques
1. Requests are handles in a polite and friendly manner in accordance with the
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:
2. EQUIPMENT
 Telephone
 Computer with internet
 Roll away bed
 Flat iron and ironing board
 Baby crib
 electric kettle
 alarm clock
 Pen and paper
4. TOOLS/MATERIALS
 Brochures/ manuals
ASSESSMENT METHOD
 Observation

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Learning Outcome 2 : HANDLE HOUSEKEEPING REQUEST

1.Read information sheet 1.2-1 After reading the learner is encourage
Guest Request 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
activities

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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
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 Do Break
Make-
Not Fast
up the
Room Disturb Menu
zzzzzzz
zzzzzzz
zzzzzzz
zzzzzzz
Make up sign zzzzzzz
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.
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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

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3. Flat Irons and Ironing board
4. hair dryers
5. additional room supplies
6. change of linen

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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

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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.

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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.
Housekeeping Department
CONTROL FORM FOR BORROWED ITEMS
Room Number: 202

Guest’s Name: _Mr. Jonh Smith
Date: _February 12, 2019
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.

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Self Check 1.2-1
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?

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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.

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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.
Equipment: None
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.

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TASK SHEET 1.2-3

CRITERIA YES NO
Did you……
1. Write the name of the guest, his room number and the date
of issue in the form?
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?
Trainer: ________________________________________ Date: ________________________

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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

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LEARNING OUT COME # 3 ADVISE GUEST ON ROOM AND USE
OF FACILITIES

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CONTENTS:
1. Housekeeping and Front Office forms
2. Codes and regulations
3. Interpersonal skills: Communication and listening skills
4. Up selling and selling techniques
2. Malfunctions are promptly reported in accordance with enterprise
procedures, and where possible, alternative arrangements are made to meet
guest needs
CONDITION:
2. EQUIPMENT
 Telephone
 Computer
 alarm clock
 air conditioning unit
 television and video player
 Shower (with hot and cold)
 electric fan
 Refrigerator
 Pen and paper
4. TOOLS/MATERIALS
 Tapes
 Brochures/ manuals
 caution signs

ASSESSMENT METHOD
 Interview (oral/ questionnaire)
 Observation
 Written examination

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Learning Outcome 3: ADVISE GUEST ON ROOM AND USE OF FACILITIES

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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
Facilities job sheet
2. Answer self check 1.3-1 Compare your answer to answer key

1.3-1
activities

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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.

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Self Check 1.3-1

1. What are you going to do if the requested equipment is not functioning well?

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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.

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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.
Equipment: None
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

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TASK SHEET 1.3-1

CRITERIA YES NO
Did you ……..
1. Acknowledge guest by use of name whenever possible?
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?
Trainer: ________________________________________ Date: ________________________

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EVIDENCE PLAN/EVALUATION PLAN
TRAINEES NAME
FACILITATOR’S NAME
QUALIFICATION HOUSEKEEPING NC II
UNIT OF COMPETENCY PROVIDE HOUSEKEEPING SERVICES
COVERED TO GUEST
Ways in which evidence will be collected:
Demonstration with Oral
Witten Test
[tick the column]
Questioning
Interview
The evidence must show that the candidate……
16. Guest arrival list and guest history are x
reviewed based on guest folio.
17. Guest is greeted and acknowledged by use of x
name whenever possible.
18. Upselling and selling techniques are prepared x
in accordance with industry policy and procedure
19. Guests are courteously advised on correct x
usage of equipment
20. Malfunctions are promptly reported in
accordance with Standard Operating Procedures, and x x
where possible, alternative arrangements are made to
meet guest needs.
21. A collection time for requested equipment is x
agreed upon where appropriate.
22. Coordination with other department is done in
accordance with hotel’s organizational structure and x
its function.
23. Guest requests are noted and coordinated with x
other department concerned

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24. Requests are handles in a polite and friendly
manner in accordance with the establishment’s x x
customer service standards and security procedures.
25. Guest is acknowledged by use of name x
whenever possible
26. Details of requests made are confirmed and x x
noted in accordance with industry procedures
27. Appropriate apologies are made when requests x x
has arisen from breakdown in room service
28. Timeliness for meeting requests are agreed x
upon with guests
29. Requested items are promptly located and x x
delivered within agreed timeframes.
30. Items for pick-up are collected within agreed x
timeframes
NOTE: *Critical aspects of competency

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Rating Sheet for Demonstration with Oral Questioning
Candidates Name:
Instructor Name:
Unit of Competency: Provide Housekeeping services to guest
Qualification: NC II
Date of Assessment
Time of Assessment
Instruction for Demonstration:
The equipment, supplies and materials needed are provided. The
candidate must be able to perform housekeeping
Observation Checklist Check (/) to show if
evidence is
demonstrated
During the demonstration of skills, the candidate: YES NO N/A
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
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.

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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

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Oral Questioning
Questions: Satisfactory
Response
The candidate should answer the following YES NO
questions:
1. One guest request for baby crib and almost at
the same time another guest request for room
cleaning, which one will do first?
2. How would you handle a guest complaint on the
delay of room cleaning?
3. A guest request for an iron and ironing board
which are currently unavailable, what will you
say to the guest?
4. A guest claims that the air conditioning is not
cooling well, how do you handle the complaint?
What if the engineering department cannot fix
the problem immediately?
5. What department in the hotel is responsible in
the transfer of guest to other room?
The candidate underpinning knowledge was:
Satisfactory Not Satisfactory
Feedback to candidate:
Candidate’s name: Date:

Instructor’s Name: Date:

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Oral Questioning Answer Key:
1. The baby crib, to make the baby comfortable, so that he/she will not
create noise thus not disturbing the in house guests.
2. Apologize for the delay of cleaning, then proceed to the cleaning activity.
3. Apologize then offer your service to bring the items to be pressed at the
nearest pressing shop.
4. Apologize then offer extra cooling unit, if not contented offer him to
transfer to a cooler room.
5. Front Desk

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COMPETENCY EVALUATION RESULT SUMMARY
TRAINEE’S NAME
FACILITATOR’S NAME
QUALIFICATION HOUSEKEEPING NC II
DATE OF EVALUATION
TIME OF EVALUATION
THE PERFORMANCE OF THE TRAINEE IN THE SATISFACTORY NOT
FOLLOWING ASSESSMENT METHODS SATISFA
CTORY
[PLEASE TICK APPROPRIATE BOX]
D. WRITTEN EXAM.
E. INTERVIEW
F. DEMONSTRATION
DID THE TRAINEE’S OVERALL

PERFORMANCE MEET THE REQUIRED
EVIDENCES/STANDARDS?
RECOMMENDATION FOR RE-EVALUATION _______________________________
QUALIFIED TO TAKE THE NEXT COMPETENCY ---------------------
 GENERAL COMMENTS [STRENGTHS/IMPROVEMENT NEEDED]:
TRAINEE’S SIGNATURE: DATE:
FACILITATOR’S SIGNATURE: DATE:
Definitions of Terms:
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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 C.R
14. Stairway - a way of access (upward and downward) consisting of a set
Of steps.

HOUSEKEEPING NC ll
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Service to Guest
No. 00
REFERENCES
Crespo, Amelia M. and Roldan, Amelia S. HOUSEKEEPING MANAGEMENT
Roldan, Amelia S. FRONT OFFICE PROCEDURES & GUEST RELATIONS
Roldan, Amelia S. OPERATING A HOTEL & RESTAURANT BUSINESS
INTERNET:
www.made-in-china.com
www.cw-usa.com
www.shopwynns.com
www.kabodle.com
www.ukwellborn.com
www.suwanneereptiles.com
www.nsclub.net
www.fotosearch.com
www.greenerhomecleaners.com
www.e-how.com

HOUSEKEEPING NC ll
Developed by:
by: Page 69 of 69
Service to Guest
No. 00

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COMPETENCY BASED LEARNING MATERIAL

Qualification: FOOD AND BEVERAGE SERVICES NC II

SUPER M SCHOOL OF SCIENCE AND TECHNOLOGY (SMSST) Inc.

COMPETENCY BASED LEARNING MODULE

Welcome to the Module in Providing Housekeeping Services to Guest. This

Food and Beverage Date Developed: Document No.

Food and Beverage Date Developed: Document No.

Food and Beverage Date Developed: Document No.

NO. Unit of Competencies Module Title Code

Food and Beverage Date Developed: Document No.

UNIT OF COMPETENCY : Provide Housekeeping Services to Guest

Food and Beverage Date Developed: Document No.

Food and Beverage Date Developed: Document No.

Learning Outcome 1 : IDENTIFY AND PERFORM DIFFERENT HOUSEKEEPING

Food and Beverage Date Developed: Document No.

Types of Housekeeping & Scope of Housekeeping Maintenance

Food and Beverage Date Developed: Document No.

Food and Beverage Date Developed: Document No.

I. Answer the following statement TRUE or FALSE.

_______ 1. Housekeeping job is distributed to different section.

Food and Beverage Date Developed: Document No.

Food and Beverage Date Developed: Document No.

Food and Beverage Date Developed: Document No.

Organizational Chart of the Housekeeping Department

Room keeping Public Area Linen & Laundry

Room boy Houseman utility Linen Attendant

Chambermaid Pest Control Laundry

Mini-bar Valet Runner

Date Developed: Document No.

(In smaller establishments)

Room Attendant or Houseman and Linen & Gardener &

I. EXECUTIVE HOUSEKEEPER OR HOUSEKEEPING MANAGER

III. HEAD HOUSEMAN OR PUBLIC AREA SUPERVISOR

Date Developed: Document No.

Date Developed: Document No.

Date Developed: Document No.

Answer the following:

1. What is the difference between room’s maintenance and maintenance of

Date Developed: Document No.

1. Room maintenance is maintaining the cleanliness and orderliness in

Date Developed: Document No.

Maintenance Order or Service Request

Date: August 5, 2010

Location: Room 203 Requested by: Mrs. Juana Cruz

Accepted by: Engr. Andy Garcia

Status (  ) Defect corrected ( ) Pending action

Date Developed: Document No.

Date Developed: Document No.

________ 1. A form that a supervisor accomplish once he receives complaints or

Date Developed: Document No.

1. Maintenance Order Form

Date Developed: Document No.

Assessment Method: Demonstration

Date Developed: Document No.

 Advise guest courteously to wait for maintenance service?

Advise guest courteously to transfer to another room if the

Trainer: ________________________________________ Date: ________________________

Date Developed: Document No.

Date Received by Eng’g Dept._______________ By: __________________

Trainer: ________________ Date:

Date Received by Eng’g Dept._ By: ____

Location: _Requested by:

Trainer: ________________ Date:

Prepared by: _ Acknowledge by: __

Trainee’ Name: __________________ Date:

Trainer: ________________ Date:

Trainee’ Name: __________________ Date: