TLE

9/10
Housekeeping
Quarter 1 - Module 2

Handle Housekeeping Requests

Part 2

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 Hello learners! This module is designed for you, to lead you to become an ideal
housekeeper. It can improve your interpersonal and communication skills. Moreover, it will also
help you understand the importance of housekeeping. The lessons are arranged to follow the
standard sequence directed to the achievement of learning objectives.

Content Standard: The learner demonstrates understanding of providing effective

housekeeping services to house guests.

Performance Standard: The learner independently demonstrates understanding of

providing effective housekeeping to house guests.
Objectives
LO 1. Handle housekeeping requests
1.4 Discuss nature and scope of guestroom cleaning, care and maintenance
1.5 Enumerate bedroom and bathroom amenities offered in an institution
1.6 List down procedures in conducting room check, turn down and make up beds
1.7 Demonstrate proper handling of guests’ requests in housekeeping following
safety and security standards.

Housekeeping can be a demanding yet challenging job that needs one to be patient and
persistent. It is not new to everyone that a hotel housekeeper spends long hours of sweeping,
mopping, dusting and cleaning hotel premises. Associated with this cleaning task, they were also
responsible for shared duties such as lifting and moving objects around the rooms, delivering
beds to guest rooms and replenishing toiletry and supplies.
A housekeeper needs to possess certain qualities to be able to do the tasks cited above.

Pre-assessment
A. Multiple Choice. Read the statement carefully. Choose the letter of the best answer.
_______1. The following are points to remember when servicing a guest room except:
A. Clean in one direction C. Clean from farthest point out
B. Clean from top to down D. Clean as you work, clean as you go
_______2. The sequence for servicing of rooms has to be observed. What is the final sequence for
servicing rooms?
A. Checking the room at once C. Replenishing of room supplies
B. Cleaning of bathroom D. Bed Making
_______3. These are example of bathroom amenities except:
A. Disposal bag C. Water tumblers
B. Shower cap D. Linens
_______4. The following are bedroom amenities except:
A. Spacious bedrooms with king or queen size beds C. plush duvet
B. Premium quality linens D. Hair brush
_______5. Evening service or turndown is needed when:
A. There are morning arrivals by international flights
B. Rooms are occupied by late night guests
C. A room is with DND sign
D. All of the above.
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B. True or False. Write the word TRUE if the statement is correct and FALSE if it is
incorrect.
________1. Handle all guest requests in 10 minutes.
________2. Do not inform the manager for complaints even if you have successfully resolved the
situation.
________3. Listen attentively to the guest and understand what exactly is wrong.
________4. Guest should not be informed of his/her request.
________5. Use proper door knocking standards when arriving at the guest’s room.

Q1 Handle Housekeeping
Module 2 Requests Part 2
Directions: Search for ten (10) amenities found in hotel. Encircle the words vertically,
horizontally, backward, upward or downward.

S H A M P O O S K L O E
O A A L A R M C L O C K
P N G I F A S V C T A R
T G K O R O R E B I A T
H E O P I Y C E C O M B
A R S I D A I R O N O W
E T R L G I A U T E E R
T O I L E T T I S S U E
Y O E O A S E P E R I O
I A M W F B E K I O J P
H S U R B H T O O T E S

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Directions: List down ten (10) bathroom and bedroom amenities. Write your answer
inside the box.

Lesson 1 Provide Housekeeping Services to Guest

1.4 Discuss nature and scope of guestroom cleaning, care and maintenance
Housekeeping Department may not be widely known as other departments in the hotel.
However, each personnel in the housekeeping department is important to keep the hotel
operations running smoothly. Housekeeping Department is the largest department in charge of
keeping the institution clean.

Guestroom Cleaning, Care and Maintenance

Guests wants their hotel room to be clean and to smell good. To be able to efficiently
perform the job as a housekeeper, one is expected to complete a series of cleaning and sanitizing
procedure. It is also expected that cleaning of room is finished within the given time frame.

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 Points to Remember When Doing Cleaning Service to a Guest’s Room

 Clean in one direction

 Clean from top down
 Clean from furthest 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

Phases of Cleaning a Hotel Guest Room

Phase 1
 Opening the windows to air out the room and turning off of air – conditioning system
 Washing hands and putting on protective disposable gloves
 Emptying out the trash cans or bins
 Stripping the bed and removing dirty linens

Phase 2
 Removal of dirty towels from the bathroom (bath towels, hand towels and face towels)
 Spraying the cleaning products necessary for disinfection
 Removal of gloves

Phase 3
 Making up the bed

Phase 4
 Dusting all surfaces such as bedside table, desk, chair, TV, etc.
 Checking TV, air – conditioning, and lights to make sure they function properly

Phase 5
 Cleaning the bathroom

Phase 6
 Replacing all free hotel products such as brochures, mints, shampoo, soap, etc.
 Vacuuming the room
 Checking over the room, making sure that everything is in place.

1.5 Enumerate bedroom and bathroom amenities offered in an institution

Bedroom and Bathroom Amenities in a Hotel

Hotel amenities are the extra service or product the hotel provides for their
guests. Amenities are different in every hotel. There are hotels that offer
standard amenities to all rooms while other amenities may be optional,
guests may avail of it if they want for additional charge.

Bedroom amenities
1. Cordless telephone
2. Bedside alarm clock

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 3. Clothes hanger
4. Extra pillows
5. Plush duvet
6. Premium quality linens
7. High grade premium pillow top mattress
8. Spacious bedrooms with king and queen size beds
9. Desk and comfortable desk chair
10. High-definition flat screen televisions
11. High-speed internet access
12. Cable television channel
13. Mini-fridge
14. Iron and ironing board
15. Safety deposit locker
16. Bedside telephone with note pad and pen
17. Coffee maker
18. Telephone directory and service directory
19. Luggage scale
20. Printing of boarding pass for free
Bathroom amenities
1. Toothbrush
2. Lotion
3. Bath gel
4. Conditioner
5. Shampoo
6. Hairbrush
7. Comb
8. Shower cap
9. Cotton swab
10. Hair dryer
11. Scrub towel
12. Shaving foam
13. Razor
14. Hot and cold water
15. Blade dispenser
16. Water tumblers
17. Toilet tissue
18. Disposable bag
19. Shoe mitts

1.6 List down procedures in conducting room check, turn down and make up beds

Conducting Room Check, Turndown and Make up Beds

There are exceptions in the bulk of cleaning in hotels which is primarily done in the
morning shift like the rooms with a DND or “Do not Disturb” sign, rooms which are occupied by
late night guests, and early morning arrivals by guests with international flights. These are
situations when an evening service or turndown service is needed. Turn-Down Service (TSD) is
a special service provided by the housekeeping department in which a housekeeper enters a
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 guestroom early in the evening to do second cleaning or tidying up the room, re-stocking
supplies, and turning down the bed. The procedure for turndown service includes preparing the
room for the guest to sleep comfortably. An item is commonly left on top of the pillow that has
been turned down. The following items may include the following; flowers, a chocolate, candies,
cookies, etc. Other hotels have more complex and detailed turndown amenities and services
such as bedtime stories for children and cocktails served for couples.

1.7 Demonstrate proper handling of guests’ requests in housekeeping following safety and
security standards.

Taking and Handling of Guests’ Housekeeping Request

There are questions a housekeeper must know and answer when dealing with guests’
requests.
 How would you handle guest’s request?
 Why is it important to ensure timely delivery of items requested by a guest?
Guest request must be handled properly to satisfy the guest. This will make their stay
pleasant and assure repeated business.

In housekeeping guests request could be items or services like rollaway beds, additional
pillows and blankets, irons, hair dryers, additional cleaning, additional room, supplies and lost
property inquiries. Handling guest request is a simple task and failure to follow the procedures
properly will lead to a bigger problem.
Taking Request and Handling Complaints from Guest

1. Listen attentively to the guest and understand what exactly is wrong.

2. Do not argue with the guest, remember that the guest is always right.
3. Complaints must be handled positively and with empathy for 100% guest satisfaction.
4. Have a log system in place. All request must be written and documented. It is important
to handover the problems to the next shift which are still unresolved.
5. Apologize for the inconvenience caused.
6. Record the time for handling the request.
7. Find out exactly the guest expects during the request. Make sure to ask the right question
to deliver exactly what is expected.
8. There are some instances where common sense will prevail, do not forget the standard
procedure in rectifying complaints.
9. If the problem is out of your authority, inform the Duty Manager.
10. Record all the details in Guest call Registry-noting down any request or complaint made
by hotel guest.
11. Inform the manager of all complaints immediately, even you successfully resolved the
situation.
12. Repeat the request back to the guest before ending the call.
Tips in Handling Guest Request

1. Within ten minutes, handle all guest request.

2. When arriving at the guest’s room, use proper door knocking standards.
3. Always be prepared to handle situation like angry guests when you arrive at the room.
4. As soon as you completed the guest request inform the front desk by radio or cell phone.
5. Guest should be kept informed of the developments of his or her request.

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Direction: Complete the phases of cleaning hotel guest room. Put each item
inside the box in the correct phase. Write your answer on your activity notebook.

Opening the windows to air out the room and turning off of air – conditioning
system
Checking over the room, making sure that everything is in place
Washing hands and putting on protective disposable gloves
Removal of gloves
Emptying out the trash cans or bins
Making up the bed
Stripping the bed and removing dirty linens
Cleaning the bathroom
Replacing all free hotel products such as brochures, mints, shampoo, soap,
etc.
Dusting all the surfaces
Checking over the room, making sure everything is in place
Removal of dirty towels from the bathroom (bath towels, hand towels and face
towels)
Vacuuming the room
Spraying the cleaning products necessary for disinfection

Phases of Cleaning a Hotel Guest Room

Phase 1




Phase 2



Phase 3

Phase 4


Phase 5

Phase 6



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 Directions: Answer the following questions. Write your answer on your
activity notebook.
Pretend you are a hotel staff. How would you handle the situation?
 An angry guest rings to complain that there are not enough towels in the
room and that the kettle does not work.

Scoring Rubric
3 2 1
Organization The writing has a The writing has The beginning,
clear beginning, beginning, middle middle, and end of
middle and end. but no clear end. the writing are very
unclear.
Content The writing makes The writing mostly The writing does not
sense. It has many makes sense and make sense and/or
details that help the has some details. has few details.
reader imagine what
is being described.
Quality of work The work is neat and The handwriting is The work is difficult
easy to read. legible but could be to read.
better.

Direction: Go around rooms in your house like bedroom, toilet, dining room, living room and
kitchen. Identify five things in every room that may require housekeeping knowledge. Use the
table below to present your work.

Area Housekeeping Needs Remarks Parent/Guardian

Signature
Bathroom Example: The lavatory Done/accomplished
needs to be scrubbed and
cleaned.
1.

2.

3.

4.

5.

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 A. Multiple Choice. Read the statement carefully. Choose the letter of the best
answer.

_______1. Evening service or turndown is needed when:

A. There are morning arrivals by international flights
B. Rooms are occupied by late night guests
C. A room is with DND sign
D. All of the above.

_______2. The following are bedroom amenities except:

A. Spacious bedrooms with king or queen size beds C. plush duvet
B. Premium quality linens D. Hair brush

_______3. These are example of bathroom amenities except:

A. Disposal bag C. Water tumblers
B. Shower cap D. Linens

_______4. The sequence for servicing of rooms has to be observed. What is the final sequence for
servicing rooms?
A. Checking the room at onceC. Replenishing of room supplies
B. Cleaning of bathroom D. Bed Making

_______5. The following are points to remember when servicing a guest room except:
A. Clean in one direction C. Clean from farthest point out
B. Clean from top to down D. Clean as you work, clean as you go

B. True or False. Write the word TRUE if the statement is correct and FALSE if it is
incorrect.

________1. Use proper door knocking standards when arriving at the guest’s room.

________2. Guest should not be informed of his/her request.

________3. Listen attentively to the guest and understand what exactly is wrong.

________4. Do not inform the manager for complaints even if you have successfully resolved the

situation.

________5. Handle all guest requests in 10 minutes.

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Task Direction: Create a conversation of an intern and internship supervisor with the
supervisor discussing the phases of cleaning guestroom. Create your own script, discuss
using your own constructed sentences. Dialogues may be present through comic strips
or any way of your choice. Be creative.

Scene: Inside a guestroom the internship supervisor orients the intern of the phases in
cleaning guestroom.

Your answers will be rated using the scoring rubric below.

CRITERIA 4 3 2 1
Explanation is Explanation Explanation Explanation is
exceptionally generally clear lacks clarity unclear
Clear
clear
Concise The The The explanation □The explanation
explanation explanation posed and posed and methods
posed and posed and methods used used are
methods used methods used are somewhat inadequate.
are advanced. are simple.
appropriate.
Comprehensive Thorough and Substantial Partial or not Misunderstanding
.
comprehensive explanation comprehensive or serious
explanation Explanation misconception on
the explanation

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Post-assessment
Phase 5
A. B.  Cleaning the bathroom
1. D 1. TRUE
2. D 2. FALSE Phase 6
3. D 3. TRUE  Replacing all free hotel products such as
4. A 4. FALSE brochures, mints, shampoo, soap, etc.
5. D 5. TRUE  Vacuuming the room
 Checking over the room, making sure that
everything is in place.
What’s New
Answer may vary.
What’s More
Phases of Cleaning a Hotel Guest Room
Phase 1
 Opening the windows to air out the room and turning off of air – conditioning system
 Washing hands and putting on protective disposable gloves
 Emptying out the trash cans or bins
 Stripping the bed and removing dirty linens
Phase 2
 Removal of dirty towels from the bathroom (bath towels, hand towels and face towels)
 Spraying the cleaning products necessary for disinfection
 Removal of gloves
Phase 3
 Making up the bed
Phase 4
 Dusting all surfaces such as bedside table, desk, chair, TV, etc.
 Checking TV, air – conditioning, and lights to make sure they function properly
What’s In A. B.
 Shampoo iron
 Alarm clock lotion 1. D 1. TRUE
 Hanger comb 2. A 2. FALSE
 Fridge toilet tissue 3. D 3. TRUE
 Pillow toothbrush 4. D 4. FALSE
5. D 5. TRUE
Pre-assessment
Websites

https://www.coursehero.com/file/54507751/LO114-Nature-and-Scope-of-Guestroom-Cleaning-Care-and-
Maintenancedocx/
https://www.coursehero.com/file/885999530/Lesson 1-Provide-Housekeeping-Services-to-Guestspdf/
CourseHero.Accessed July 22, 2021.Don Mariano Marcos Memorial State University_History101-Wk4-HK4
coursehero.com/u/file/71527892/WK4-HK4 docx/?justunlocked=#relatedand/
CourseHero.Accessed July 22, 2021.Don Mariano Marcos Memorial State University_History101-WK3-HK3docx
coursehero.com/u/file/71527902/WK3-HK3 docx/?justunlocked=#relatedand/

Book
Urbiztondo, Laarni A. 2016. Housekeeping. Rex Bookstore Inc.

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