HOUSEKEEPIN
G
Directions: Read each item
carefully. Choose the letter
of the correct answer and
write the correct letter and
word/words in your
notebook.
1. Hotels have a mandatory ______
rule for room attendant upon
entering the guest
room.
A. two-knock, three-
announcement rule
B. one-knock, two-announcement
rule
C. three-knocks, three-
2. The following are examples of
valuable items, except which one?
A. umbrella
B. jewelry
C. gadgets
D. cash
3. They are considered an asset
of the hotel as they can help
build the hotel’s guests’
contentment and trust.
A. respectable administrator
B. rude guest
C. Well-mannered staff
D. Rude Valet
4. Examples of tasks
housekeepers are expected to do,
Except which one?
A. changing of linens and
toiletries
B. cleaning the floors
C. Dusting surfaces
D. cleaning the bathroom of
guest rooms assigned to
5. After 3 days if the owner will
not call or
come back to claim the items, it
will be
given to the housekeeper who
finds the
items, they call it “finders keepers
rule”
A.Non- valuables
True of False
Write the word TRUE if the
statement is correct and
FALSE if it is incorrect.
1. Hotel house rules are designed
to in still discipline among hotel
staff.
2. The housekeeper must knock
twice, use the knuckles of his
hand and say “housekeeper”
3. Upon entering the room, the
housekeeper again announces
“housekeeping” in case the guest
does not hear him or her from
outside the room.
4. If the door is locked from the
inside and there is no response
from the guest, wait for 48 hours.
5. Housekeepers are not allowed to
enter guest room they are assigned
to while on duty.
6. Another function of the
housekeepers in hotels is to make
sure that room of the guest is clean
and in order.
7. Hotel enforce rules on receiving
gifts and tips from guests.
8. They are not required to
surrender to their supervisor
anything they found in a room
together with a note indicating the
room number and the item found.
9. Guests’ personal item should
also be respected by not touching
them or moving them anywhere.
10. Lost and found items after a
guest’s departure must be reported
after 3 days to the floor supervisor.
INTERPERSONAL
AND
INTRAPERSONAL
SKILLS OF A GOOD
HOUSEKEEPER
Interpersonal skills
•Interpersonal skills or
people skills are the life
skills we use in
communicating and
interacting with people.
Intrapersonal skills
•intrapersonal skills or personal
skills are the abilities and
talents that exist within the
individual, which aid him
•or her in problem-solving.
•The two skills have long been
recognized as important factors to
be successful in school and in the
workplace.
- Stephen Fiore, a professor at the University
of Central Florida,
INTERPERSONAL SKILLS
Ability to manage Being able to manage and handle
conflict differences in opinions and always
seeking win-win resolutions.
Ability to solve Ability to choose the best course of
problems action in situations while considering
needs and perspective of others.
Ability to Being able to speak with clarity and
communicate clearly directness and at the same time being
sensitive to the needs of the receiver.
INTERPERSONAL SKILLS
Ability to listen Ability to hear other people’s
perspective by setting aside judgment.
Being accountable for Being able to face the consequence of
your actions your action and not blaming others.
Demonstrate Being able to do the things you say you
responsibility will do.
Showing Appreciation Being able to show people that you
value them and their contribution.
Flexibility Ability to be open to new and different
way of doing things.
INTRAPERSONAL SKILLS
Adaptability The ability to cope with change.
Self-awareness Being aware of your own values,
needs, and emotions and their impact
to your behaviour.
Self-management or The ability to work autonomously and
self- development to motivate and monitor oneself. It
also includes the ability to acquire
new information and skills related to
work.
INTRAPERSONAL SKILLS
Relationship The ability to build relationship
management based on mutual trust and respect.
Social awareness Being in tune with others feelings and
needs.
Assess your Self.
Which of those skills
do you possess among
the different
interpersonal and
intrapersonal skills
being presented?
Analyze the pictures below.
1 2
3
PERSONNEL IN THE
HOUSEKEEPING
DEPARTMENT
ORGANIZATIONAL STRUCTURE OF A HOUSEKEEPING DEPARTMENT
The Executive Housekeeper
The executive housekeeper is the head of
the housekeeping and serves several
responsibilities that include: managing the
housekeeping team; translating all hotel
policies, procedures, and standards into
housekeeping operations; serving as the
representative of the department during top
management meetings; and ensuring all
resources are effectively utilized.
Assistant Executive Housekeepers
An assistant housekeeper is the head of a given shift
and is responsible in managing the resources provided by
the executive housekeeper to achieve its goal of
cleanliness, maintenance, and attractiveness of the hotel
during a given shift. It is also his or her responsibility to
translate into practice all the housekeeping supervisors
and executive housekeeper’s policies, procedures, and
standards making sure that executive housekeepers
actualize them at the grass root level of operations. In the
absence of a housekeeper, an assistant housekeeper will
take over.
Floor Supervisors
Floor supervisors are responsible in checking
the cleanliness and maintenance of guest rooms
on allotted floors for quality assurance. They are
also responsible in controlling the housekeeping
personnel which compose of room attendants and
housemen. They are also responsible in controlling
the materials assets of the floor such as bed and
bath linen, guests and room amenities, and
cleaning equipment and detergents.
Control Desk Supervisor
A control desk supervisor has a very
important role to play, that is to ensure the
communication with housekeeping personnel
is coordinated to all staff of the hotel. The
major responsibility of a control desk
supervisor is to coordinate with the
maintenance department to make sure that
all maintenance requests are attended to and
done.
Public Area Supervisor
The public area supervisor is responsible
for ensuring that the public area attendants
or housemen are doing their job in
maintaining the cleanliness, orderliness, and
upkeep of the aesthetic image of all public
areas in the hotel lobby, hallways, banquets
space, and public restrooms.
Linen Room Supervisor
Linen room supervisor is responsible in
coordinating the exchange of soiled linen for
clean ones. He or she is also the custodian of
all linens used and the one responsible for
the maintenance and proper storage of linens
to minimize loss. The linen room supervisor
is tasked to coordinate closely with the
laundry supervisor for the supply of clean
linens.
Laundry Supervisor
Laundry supervisor is responsible
for ensuring that laundry attendants
are doing their job-washing, drying,
folding, and pressing items properly.
Uniform Room Supervisors
The major responsibilities of a
uniform room supervisor include
keeping all uniforms in safe
conditions and to issue laundered
uniforms to hotel staff.
Room Attendants
Room attendants are also called
chambermaids since mostly women are
employed for the job. They serve as the eyes
and ears of the security team to report any
untoward incidents. Room attendants also
make sure that the privacy of all their guests
are not invaded.
Laundry and Linen Room
Attendants
Laundry and linen room
attendants are responsible for
laundering linens, towels,
napkins, aprons, uniforms, and
any other items.
Tailor or Upholsterers
Tailor is employed on-site
to mend uniforms, linens, and
upholstery or repurpose
ripped linens into aprons and
rags.
Application
Directions: Students will be divided into 5 groups. Each group will dramatize using
the Organizational structure of the Housekeeping department.
ORGANIZATIONAL STRUCTURE OF A HOUSEKEEPING DEPARTMENT
BEDROOM AND BATHROOM
AMENITIES IN A HOTEL
Hotel amenities are the extra
services or products the hotel
provides for their guests.
Amenities vary in every hotel.
GUESTROOM CLEANING, CARE
AND MAINTENANCE
POINTS TO REMEMBER WHEN DOING CLEANING
SERVICE TO A GUEST’S ROOM
• Clean in one direction.
• Clean from top down.
• Clean from farthest point out.
• Check for damage, if there is something that requires
maintenance, or if a property is lost.
• Use correct equipment and cleaning agents to clean
surfaces.
GUEST ROOM CLEANING AND MAINTENANCE
(1) Guest rooms must be cleaned and supplied with
freshly laundered sheets, pillow covers, towels, and
washcloths before each new guest or group of
guests arrive.
GUEST ROOM CLEANING AND MAINTENANCE
(2) Clean bed sheets, pillow covers, towels, and
washcloths must be provided to each guest at least
weekly. They may be provided more frequently as
requested by a guest or according to establishment
policy.
GUEST ROOM CLEANING AND MAINTENANCE
(3) Shared bathrooms must be cleaned daily.
(4) All bedding, towels, and washcloths provided by
management must be clean and in good repair.
(5) Each mattress must be covered with a machine-washable
pad.
GUEST ROOM CLEANING AND MAINTENANCE
(6) Sheets must adequately cover the bed and fold over the
blanket at least six inches.
(7) All bedding including quilts and comforters must be
machine-washable or covered with machine-washable linen
such as a duvet.
(8) Mops must be air-dried between uses.
GUEST ROOM CLEANING AND MAINTENANCE
(9) A designated janitor sink must be used for
washing and rinsing mops, brooms, brushes,
and other cleaning devices. Tourist homes may
use an alternative as approved by the local
health authority.
GUEST ROOM CLEANING AND MAINTENANCE
(10) Toilet and urinal cleaning devices must be
kept separate from other cleaning supplies and
may not be used for any other purpose. Bathtub
and shower cleaning devices must be kept
separate from other cleaning supplies and may
not be used for any other purpose.
GUEST ROOM CLEANING AND MAINTENANCE
(11) All furnishings, fixtures, floors,
walls, and ceilings must be clean
and in good repair.
GUEST ROOM CLEANING AND MAINTENANCE
(12) Management must provide for maintenance
as needed.
(13) Cleaning compounds and pesticides must be
stored, used, and disposed of in accordance with
the manufacturer's label instructions.
(14) Ozone air purifiers may not be used within
the establishment.
GUEST ROOM CLEANING AND MAINTENANCE
(15) Glasses, pitchers, ice buckets, coffee pots, and
other utensils used for food or drink provided for
guests must be washed, rinsed, and sanitized or single-
service items must be used.
(16) All utensils used for food or drink provided for
guests must be stored, handled, and dispensed in a
manner that prevents contamination.
TAKING AND
HANDLING OF
GUESTS’
HOUSEKEEPING
REQUESTS
TAKING AND HANDLING OF GUESTS’
HOUSEKEEPING REQUESTS
Our guests expect us to handle their requests in an appropriate
manner for two main (obvious) reasons.
1. They are paying for us to handle their requests which is part of our service.
It’s our JOB.
2. They are unable to do things themselves. We need to show
we CARE. By handling requests in a manner that adheres to
PPWR we have the ability to generate great word of mouth - we
want people to say - “The staff here are VERY helpful - requests
are handled professionally and promptly every time. I only have
to ask for things once”.
Handling Requests Standards
A. Be in line with Offering Service standards
B. Listen to request without interruption
C. Acknowledge and clarify request by repeating back
to the Guest
D. Action request – either straight away or state what
action will be taken – Within the specified time frame
E. Satisfaction of Guest is confirmed
F. Thank Guest requests
Handling Requests Standards
A. Be in line with Offering Service standards
• You must offer service to a Guest or visitor within
a 3-minute period.
• Look the person in the eye
• Face your whole body towards the person
• Use the Guest’s name & if possible, the visitor’s
name
• When offering service, begin with “May I...?”
Handling Requests Standards
B. Listen to the request without interruption.
• Pre-empting a service request can sometimes mean
we rush with our responses.
• Listening is the first step to ensuring that we
understand a guest’s needs.
Handling Requests Standards
C. Acknowledge & clarify requests by repeating them
back to the guest.
It is at this point in time that we want to find out if we
have understood or misunderstood their request. It is
far easier to fix things now by clarifying than by
spending time & and energy doing the wrong thing,
whether it was our mistake or miscommunication by
the guest.
Handling Requests Standards
D. Action request - either straight away or state what
action will be taken – within the specific time frame.
• Let the guest know a time frame in which
you can complete their request
• Let the guest know that you will need to
pass their request on to the appropriate staff
member.
Handling Requests Standards
E. Satisfaction confirmed
Once we have completed the guest’s request,
we need to confirm that we have fully
provided the service they asked for in an
acceptable manner.
Handling Requests Standards
F. Thank Guest
One of the most powerful ways to leave a
positive lasting impression is to thank people.
The guests will remember you as someone
who cares about their feelings, as well as
their needs.
A. Directions: Read and
understand the given problem.
Write your answers on a separate
sheet of paper. Refer scoring
Rubric for guidelines in answering.
Pretend you are a hotel staff. How would you
handle the following situations?
A. An angry guest rings to complain that
there are not enough towels in the room
and the kettle does not work.
B. You are on your way to lunch break. A
guest stops you in the corridor and asks
you to ensure an ironing board is
delivered to his room later that
afternoon.
Pretend you are a hotel staff. How would you
handle the following situations?
A. An angry guest rings to complain that
there are not enough towels in the room
and the kettle does not work.
B. You are on your way to lunch break. A
guest stops you in the corridor and asks
you to ensure an ironing board is
delivered to his room later that
afternoon.
Pretend you are a hotel staff. How would you
handle the following situations?
A. An angry guest rings to complain that
there are not enough towels in the room
and the kettle does not work.
B. You are on your way to lunch break. A
guest stops you in the corridor and asks
you to ensure an ironing board is
delivered to his room later that
afternoon.
Pretend you are a hotel staff. How would you
handle the following situations?
A. An angry guest rings to complain that
there are not enough towels in the room
and the kettle does not work.
B. You are on your way to lunch break. A
guest stops you in the corridor and asks
you to ensure an ironing board is
delivered to his room later that
afternoon.
Pretend you are a hotel staff. How would you
handle the following situations?
A. An angry guest rings to complain that
there are not enough towels in the room
and the kettle does not work.
B. You are on your way to lunch break. A
guest stops you in the corridor and asks
you to ensure an ironing board is
delivered to his room later that
afternoon.
Pretend you are a hotel staff. How would you
handle the following situations?
A. An angry guest rings to complain that
there are not enough towels in the room
and the kettle does not work.
B. You are on your way to lunch break. A
guest stops you in the corridor and asks
you to ensure an ironing board is
delivered to his room later that
afternoon.
B. Directions:
Read each item carefully. Choose
the letter of the correct answer.
Write the letter and word/s in your
answer sheet.
1. The head of a given shift and is responsible for managing the
resources provided by the executive housekeeper to achieve its
goal of cleanliness, maintenance, and attractiveness of the hotel
during a given shift.
A. Executive housekeeper
B. Assistant executive housekeeper
C. Control desk supervisor
D. Floor supervisor
