9/12

Housekeeping
NCII
Quarter 1 – Module 4:
Advise Guests on Room and
Housekeeping Equipment

Self-Directed Learning Material

Department of Education - Republic of the Philippines
TLE/TVL - Housekeeping NC II Grade 9-1 2
Self-directed Learning Materials
Quarter 1 – Module 4: Advise Guests on Room and Housekeeping EquipmentFirst
Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist in any work
of the Government of the Philippines. However, prior approval of the government agency or
office wherein the work is created shall be necessary for exploitation of such work for profit.
Such agency or office may, among other things, impose as a condition the payment of
royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names,
trademarks, etc.) included in this module are owned by their respective copyright holders.
Every effort has been exerted to locate and seek permission to use these materials from
their respective copyright owners. The publisher and authors do not represent nor claim
ownership over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writer:Eleodenis T. Abata
Editors:Cosette C. Navales
Reviewers: Cosette C. Navales and Marcelo O. Roco, PhD
Illustrator: None
Layout Artist: None
Management Team: Reynaldo M. Guillena, CESO V
Emma A. Camporedondo, CESO VI
Basilio P. Mana-ay Jr., CESE
Alma C. Cifra, EdD
Aris B. Juanillo, PhD
Marcelo O. Roco, PhD

Printed in the Philippines by ________________________

Department of Education – Region XI, Davao City Division

Office Address : DepEd Davao City Division, E. Quirino Ave.,

Davao City, Davao del Sur, Philippines
Telefax : (082) 224 0100
E-mail Address : [email protected]
 9/12

Housekeeping
NCII
Quarter 1 – Module 4:
Advise Guests on Room and
Housekeeping Equipment
Introductory Message
For the facilitator:

Welcome to the TLE/TVL Housekeeping NC II for Grade 9-12Self-Directed Learning

Material on “Advise Guests on Room and Housekeeping Equipment”.

This module was collaboratively designed, developed and reviewed by educators both
from public and private institutions to assist you, the teacher or facilitator in helping
the learners meet the standards set by the K to 12 Curriculum while overcoming
their personal, social, and economic constraints in schooling.

This learning resource hopes to engage the learners into guided and independent
learning activities at their own pace and time. Furthermore, this also aims to help
learners acquire the needed 21st century skills while taking into consideration their
needs and circumstances.

In addition to the material in the main text, you will also see this box in the body of
the module:

Notes to the Teacher

This contains helpful tips or strategies
that will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to use this module.
You also need to keep track of the learners' progress while allowing them to manage
their own learning. Furthermore, you are expected to encourage and assist the
learners as they do the tasks included in the module.

2
For the learner:

Welcome to the TLE/TVL Housekeeping NC II for Grade 9-12 Self-Directed Learning

Material on Advise Guests on Room and Housekeeping Equipment

This module was designed to provide you with fun and meaningful opportunities for
guided and independent learning at your own pace and time. You will be enabled to
process the contents of the learning resource while being an active learner.

This module has the following parts and corresponding icons:

What I Need to Know This will give you an idea of the skills or
competencies you are expected to learn in
the module.

What I Know This part includes an activity that aims to

check what you already know about the
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.

What’s In This is a brief drill or review to help you link

the current lesson with the previous one.

What’s New In this portion, the new lesson will be

introduced to you in various ways such as a
story, a song, a poem, a problem opener, an
activity or a situation.

What is It This section provides a brief discussion of

the lesson. This aims to help you discover
and understand new concepts and skills.

What’s More This comprises activities for independent

practice to solidify your understanding and
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.

What I Have Learned This includes questions or blank

sentence/paragraph to be filled into process
what you learned from the lesson.

What I Can Do This section provides an activity which will

help you transfer your new knowledge or
skill into real life situations or concerns.

Assessment This is a task which aims to evaluate your

level of mastery in achieving the learning
competency.

Additional Activities In this portion, another activity will be given

to you to enrich your knowledge or skill of
the lesson learned. This also tends retention

3
 of learned concepts.

Answer Key This contains answers to all activities in the

module.

At the end of this module you will also find:

References This is a list of all sources used in

developing this module.

The following are some reminders in using this module:

• Use the module with care. Do not put unnecessary mark/s on any part of the
module. Use a separate sheet of paper in answering the exercises.
• Don’t forget to answer What I Know before moving on to the other activities
included in the module.
• Read the instruction carefully before doing each task.
• Observe honesty and integrity in doing the tasks and checking your answers.
• Finish the task at hand before proceeding to the next.
• Return this module to your teacher/facilitator once you are through with it.
If you encounter any difficulty in answering the tasks in this module, do not
hesitate to consult your teacher or facilitator. Always bear in mind that you are
not alone.

We hope that through this material, you will experience meaningful learning and
gain deep understanding of the relevant competencies. You can do it!

4
 What I Need to Know

This module was designed and written with you in mind. It is here to help you
master the lesson on how to Advise guests on room and housekeeping equipment.

The scope of this module permits it to be used in many different learning situations.
The language used recognizes the diverse vocabulary level of students. The lessons
are arranged to follow the standard sequence of the course. But the order in which
you read them can be changed to correspond with the textbook you are now using.

Understand the concepts related to the lesson on Providing Housekeeping Services to

Guests.
LO 2 - Advise guest on room and housekeeping equipment.
TLE_HEHK9-12HS-Ia-e-2

After going through this module, you are expected to:

• identify common problems related to housekeeping services;

• observe proper handling of different problems in housekeeping services

What I Know

Multiple choice.

Direction: Please read the questions carefully. Choose the letter that corresponds to
the best answer. Use a separate sheet of paper for your answer.
1. Mr. Reyes is complaining about the bad smell in his room. What cleaning agent is
appropriate to use?
a. deodorant c. detergent
b. polishes d. disinfectant
2. Another common problem related to housekeeping is the hair that blocks the
vanity, toilet, bathtub, and floor. To remove the hair, what material is appropriate
to use?
a. dry cloth c. dry tissue
b. wet cloth d. damp cloth
3. When servicing a guest room, which statement is very important to remember?
a. clean from top-down c. clean from farthest point out
b. clean in one direction d. cleans as you work/clean as you go

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4. Which statement is considered the most appropriate action in handling guest
complaints?
a. always greet the guest with a smile
b. ignore the guest because your not the manager
c. always say sorry for not doing well in your job
d. be courteous, listen and open to a possible solution.
5. Rey is a room attendant at Midori Hotel. One of the guests complained about the
poor service of the hotel personnel. To whom will Rey report the problem?
a. manager c. security guard
b. supervisor d. only a & b
6. The following are considered common problems in the hotelexcept for
a. dirty rooms c. noisy neighbors
b. no hot water d. inadequate size of rooms
7. Which of these problems is considered most serious that shouldn’t be taken
lightly in the hotel operation?
a. no free Wi-Fi
b. theft of personal items
c. staff not respecting a “Do not disturb” sign
d. rodents, roaches, & other unwanted guests
8. John noticed that a “Do not disturb” sign hangs on the doorknob.What will he
do?
a. sign should be held sacred in all hotels
b. do the knocking and announcement rule
c. reset the procedures in place to handle the situation
d. handle it on a case by case basis and then say “I’m so sorry”
9. Mr. Roco occupied a deluxe room for three (3) days. During his first night, he saw
cockroaches and rodents flying in any direction. He called the housekeeping
department and report this problem. What should the room attendant say to the
guest?
a. I am sorry sir, I will report this one to my supervisor.
b. I am sorry sir, I don’t know that there is a cockroach in your room.
c. I am sorry sir, just leave your room for a while and I will clean it again for
you.
d. I am sorry sir if you don’t mind we still have a vacant room and I will assist
you to request for transfer.
10. Which of the following statements is considered applicable when you
encountered an angry guest?
a. Good morning sir, is there any problem?
b. Goodmorning sir, may I know you? Do you have a problem, sir?
c. Good morning sir, how may I help you?
d. Good morning sir, can we talk? Do you have a problem?

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Lesson
Common Problems in
1 Housekeeping Services

In this lesson, you will learn how personnel in the housekeeping department provide
and handle proper service to the guests. This module, enables you to get familiar
with the common problems related to housekeeping services as well as on how to
handle the different types of housekeeping problems.

This provides continuity of learning about the duties and responsibilities of a

housekeeper. Other functions are also important to perform to work harmoniously
and create a positive ambiance and deliver quality housekeeping services especially
in handling guest common problems in housekeeping services.

What’s In

Let’s review this!

A. Name at least 5 different housekeeping forms used in housekeeping services.

1.__________________________
2.__________________________
3.__________________________
4.__________________________
5.__________________________

B. Name at least 5 different communications tools used in handling guest queries.

1._________________________
2._________________________
3._________________________
4._________________________
5._________________________

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 Notes to the Teacher
In this module, the learner may use a separate sheet of paper for
the answer.

What’s New

This will help you give a better understanding of housekeeper functions, duties and
responsibilities. This will also help you earn confidence in handling common
problems encountered in the workplace. So let us start with;

Read and Learn “Housekeeping Services”

Situation No. 1 Situation No. 2

Hotels, Inns, pension houses, hostels are
some of the accommodations facilities that After a very long and exhausting
the hospitality industry may offer to rest flight, you get into an argument
with your friend because he/she
guests. However, in some situations, guests
forgot to buy traveler's checks.
become angry and discontented with the When you get to the hotel, you get
services due to common problems they a room that does not have a
encountered. The housekeeping department balcony even though you had
is trying to address these issues so that guest reserved a room with a balcony.
discontentment is given due consideration so Explain this problem with the
that service becomes commendable. room to the front desk.

Answer the following questions: Use a separate sheet of paper for your answer.

1. Why should the housekeeping department provide commendable service to the

guest?

2. Why is it necessary to observe the proper handling of different guest problems?

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Rubric

Area Exceeds expectations Meet expectations Do not meet

(5 points) (3 points) expectations (1 point)
Idea Very informative and Somewhat Gives no new
original in the informative and information and ideas
manner organized in a are unclear
consistent manner

Organization Strong and well Organized from the Lack of organization

organized from beginning, middle in all parts of the
beginning to end up to the end answer

What is It

Let’s Learn this!

Guests are the lifeblood of the hospitality service. Hotels, inns, pensions houses,
hostels, lodging houses, etc are hospitality business that offers accommodation
directly connected as a service provider to our traveling guests. However, it
important to give consideration to their stay and make it meaningful. Thus, making
their stay important, memorable and should be valued with the utmost respect

Common Problems Related to Housekeeping Services.

• In the hotel, most department that faced problems and challenges is the
housekeeping department. Performing their day to day operation is a must.
Their staff must know how to handle and solve the problems. If the staff can
no longer handle it, he or she can immediately report or refer to his/her
immediate supervisor or manager for help.
• Noise coming from other rooms is the most common problem experienced or
encountered by the guest. Other includes rooms not clean properly, rooms
have lacking amenities, malfunction of equipment, laundry error, theft
complaint, communication problems with hotel staff, and unusual items
visible during room servicing.
• According to Sharon Glancy managing director of stonebow, she said that
there must run a training course of personnel in the hospitality, leisure and
travel and tourism industries. She recommends a handy acronym which is
LAST (Listen, Apologize, Sorry, thanks).
• Guests are less likely to leave frustrated if the staff actively and genuinely
listened to the complaint, demonstrated understanding and apologize after the
problems have been resolved.

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Most Common Hotel Guest Complaints

1. Noisy neighbors. Noisy neighbors are troublesome for a variety of reasons.

2. No hot water. This is a common issue that hotel guests have, If the issue isn’t
able to be fixed, make sure to move them to a new room or consider calling in a
plumber.
3. Small beds. The room comes with a queen and the guest is complaining that it’s
too small and it’s very annoying, the reality is that many people may have
unrealistic expectations on what a queen-sized bed (or any bed for that
matter) should look like. Calmly explain that the beds are the correct size.
4. Dirty room. Hotels of all types are susceptible to complaints regarding their
cleanliness. Mistakes happen, so don’t spend too much time fighting over it. Just
make sure to apologize and to correct the issue while explaining what went
wrong.
5. The temperature of their room. A person may find the temperature to be
perfectly suitable, another person may find that the exact temperature is too
hot/cold. I wish there was a one-fix solution for this, but there isn’t. Your best
bet is to handle it on a case-by-case basis and revert to them and say “I’m so
sorry for the issue”.
6. Customers not agreeing with hotel rules. If your hotel says there are no
overnight guests allowed, then that means there are no overnight guests allowed.
This goes for all of your rules. They exist for a reason, see to it that they are
followed.
7. No free Wi-Fi. People are so used to free wi-fi nowadays that whenever they’re in
a place that doesn’t have it explicitly stated that there is none. Sometimes the
telephone is out of dial tone and busy.
8. Rodents, cockroaches, & other unwanted guests. This means they should be
the only ones staying here. So if they come across a cockroach and spider sorry
to say but your best bet is to offer a full refund as well as offering another room
for their stay.
9. Staff not respecting a “Do not disturb” sign. A “Do not disturb” sign should be
held sacred in all hotels. Your guests paid for the right to feel right at home and a
big part of achieving that is having hotel staff respect their do not disturb sign
whenever it is presented.
10. Theft of personal items. This is a very serious issue that shouldn’t be taken
lightly. If a guest accuses a member of your staff of stealing their belongings, then
you should have a set of procedures in place to handle the situation. Practice due
diligence to ensure your hotel is protected

10
Proper Handling of Different Problems in Housekeeping Services

Steps to Listening with Empathy When listening to an upset guest:

1. Remain centered. Focus on your breathing, maintain eye contact and continue
to listen to what is being said. When guests are upset, they are looking to resolve
a problem. Allow them to vent.
2. Take ownership and offer your assistance. How does it feel to be in the guest’s
shoes? What needs that are not being met? Example: “I can understand why you
are frustrated that your room is not ready. Please let me see what I can do to
resolve the problem.”
3. Ask probing questions. Continue to ask questions to understand what the guest
is trying to say and to reassure the guest that he/she is being heard. Clarify the
guest’s needs, and get more information to solve the problem: "Do you mean …?"
or "Did I understand you to say …?"
4. Remain calm. Don't feel incompetent, angry or nervous if the guest is
overreacting. The guest has the right to express his/her feelings. This is not a
personal attack on you. Don't join the participant in an argument. Don’t tell
guests to calm down, as this often makes them angrier. Continue to listen and
maintain eye contact.
5. Summarize and apologize. "You wanted the food cooked without butter." "You'd
like extra towels in your room." Apologize to them and take ownership of the
problem. Assure them that you understand that this has been a mistake on the
part of the hotel.
6. What will you do to resolve the situation? Explain how you will take care of
this. Do you need to refer them to another department? Communicate this in an
assuring and genuine tone. Do not take it personally. Do not carry any negative
experiences home with you. Leave the situation in the past.

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 What’s More

Let’s try this!

Fill in the blanks. The pictures below are your guide in completing the paragraph.
Write your answer on a separate sheet of paper.

The satisfaction of the guest in a room largely depend on the quality of housekeeping
services. Some guests in hotels, inns, pensions houses and any other type of
accommodations encountered problems resulted that they claim that there is
(1)____________and__________ beds, there are unwanted guest like
(2)________________,(3)_______________ in the room, (4)_____________ temperature,
(5)_________________ available in the faucet, sometimes (6)_____________are found in
the vanity of the bathroom and lights not functional because it is (7)_______________,
(8) no _____________ connecton and (9)_____________ is out of dial tone or busy.
(10)Guest sometimes encountered ________________ staff or personnel.

1. 2. 3.

4. 5. 6.

7. 8. 9.

10.

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 What I Have Learned

In summary, this module enables us to explain and realize how important is the
guest in every hotel business. It entails that one should always remember and
consider their stay more meaningful.

Let’s remember this!

• The guests are the lifeblood in every hospitality business.

• Deal and take good care in dealing with their problems during their entire
stay.
• Do not argue with the guest.
• Follow all the procedures in handling the guest's problems.
• Refer to the right person in authority if the problem is beyond control.
• Actively listened and practice the acronym LAST which means Listen,
Apologize, Solve and Thanks ensure that the guest is less likely to be
frustrated before leaving.
• It is important to address the problems promptly.
• Recognize different housekeeping related common problems and find
appropriate and accepted ways to handle it.
• Get acquainted with different problems in housekeeping services.
• Gain knowledge on how to deal with guests with a problem.
handle guest problem politely and never argued with them
• Offer a possible solution to the guest problem. Never avoid them with no clear
explanation.
• Handle properly and politely the guest's problems.
• Attain positively respect guest opinion especially in handling their complaints
and provide a solution to resolve it.
• Guest expectations will be addressed to ensure continued patronage.
• Follow all the procedures in handling the guest's request.
• Refer to the right person in authority if the problem is beyond control.
• Always make a habit of bringing a piece of paper and pen for noting details on
guest requests and must be repeatedly mentioned to guests for confirmation.
• Recognize different housekeeping common problems.

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 What I Can Do

Let’s do this!
Test I - Write the word TRUE if the statement is correct, and FALSE if it is
incorrect. Use a separate sheet of paper for your answer.

_____ 1. Take ownership and offer your assistance to the guest who has a problem.
_____ 2. Maintain eye contact and continue to listen to what is being said by the
guest.
_____ 3. Clarify the guest’s needs, and get more information to solve the problem.
_____ 4. Noisy neighbors are troublesome for a variety of reasons and it is normal.
_____ 5. It is alright not to take note of the details of a guest request.
_____ 6. Noise coming from other rooms is the most common problem experienced or
encountered by the guest.
_____ 7. The hotel staff respect the do not disturb sign whenever it is presented.
_____ 8. When mistakes happen, don’t spend too much time fighting over it. Just
make sure to apologize and to correct the issue.
_____ 9. A guest is an important person in the hotel business they must be valued
and treated with the utmost respect.
_____ 10. Guests are the lifeblood in any hospitality service, they should be deal with
care.

Test II - Fill in the missing word. Choose the letter that corresponds to the best
answer. Use a separate sheet of paper for your answer.

1. When the guest encountered problem offer your __________.

a. self c. money
b. care d. assistance
2. Take good ____________ of the problem and ____________ the situation.
a. care and resolve c. care and fight
b. care and complain d. care and deal
3. Remain ____________ don't feel incompetent, angry or nervous.
a. awesome c. pretty
b. calm d. wholesome
4. ____________ after the problems has been resolved.
a. Listen c. Solve
b. Apologize d. Thanks
5. Disrespectful hotel staff can cause annoyance to the ____________.
a. director c. guest
b. manager d. supervisor

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 Assessment

Multiple choice.
Please read the questions carefully. Choose the letter that corresponds to the best
answer. Use a separate sheet of paper for your answer.

1. The following are common problems in the hotel, which one does not belong to
the group?
a. no hot water c. noisy neighbors
b. spacious rooms d. inadequate size of rooms
2. Upon checked out, the guest noticed that his traveller's cheque is out from his
bag. What action must be taken lightly in the hotel operation?
a. call the front office for No Wi-Fi connection
b. call the hotel personnel for the theft of personal items
c. call the supervisor to check the staff’s personal property.
d. call the room attendant for the rodents and cockroaches incharge
3. Jose noticed that a “Do not disturb” sign hangs on the doorknob. What does it
mean?
a. sign should be held sacred in all hotels
b. do the knocking and announcement rule
c. reset the procedures in place to handle the situation
d. handle it on a case by case basis and then say “I’m so sorry”
4. Mr. Tuquib occupied a suite room for two (2) days during his first night. He saw
rodents running. What will he do?
a. call a friend and talk about what he saw.
b. call the supervisor and tell he saw rodents.
c. call the security guard and inform what he saw.
d. call the housekeeping department, ask assistance from the room attendant
5. Which of the following statements is considered applicable when you encountered
an angry guest.
a. talk to him politely and ask what’s the problem.
b. ignore him he is not your boss nor hotel owner.
c. stay calm, listen and offer a solution to the problem.
d. stay calm, focus and directly talk to him inside the room or lobby.
6. Mr. Santos, a guest that stayed in room 101, complaining that the room has a
foul smell. What cleaning agent is appropriate to use?
a. deodorant c. detergent
b. polishes d. disinfectant
7. The low or no WIFI connection is one of the problems in the hotel today. What will
you do if you are confronted by the guest with this problem?
a. just stay calm and listen
b. stay focus and refer to your boss
c. explicitly stated that there is none
d. explain how you will take care of this

15
8. When the guest is angry and upset due to no hot water in the faucet? What will
you do?
a. report to your supervisor
b. call the security and inform about the problem
c. offer him a solution that it will be fixed on the next day
d. move him to a new room or consider calling in a plumber
9. Which statement is considered the most appropriate action in handling guest
complaints?
a. always greet the guest with a smile and take action
b. ignore the guest because he/she is not the manager
c. always say sorry for not doing well on your job and greet him
d. be courteous, listen and open to a possible solution to the problem
10. Roy is a room attendant in Hotel California. One of the guest's complaint about
the poor service and not attentive to guest concern. How it will be resolved?
a. always listen, apologize, solve and thanks
b. talk to the manager for appropriate action
c. listen and stay calm, then focus on your work
d. inform the guest that the reason is they are all busy.

Additional Activities

Think Critically
Answer the following questions and write your answer on a separate sheet of paper.

1. Why is it necessary to know how to handle the guest problem?

2. Write down your observation of this statement,
“How in the world do I stop hotel complaints from happening when I don’t even know
what they are yet!?”

Rubric

Area Exceeds expectations Meet expectations Do not meet

(5 points) (3 points) expectations(1 point)
Idea Very informative and Somewhat Gives no new
original in the informative and information and ideas
manner organized in a are unclear
consistent manner
Organization Strong and well Organized from the Lack of organization in
organized from beginning, middle all parts of the answer
beginning to end up to the end

16
 Answer Key

What I Know What‘s In What’s More

1. d Housekeeping forms 1. small and dirty beds

2. c 1. maintenance request form 2. rats
3. a 2. lost property report 3. rodents/cockroaches
4. d 3. stockrequisitionform 4. low
5. d 4. guest cleaning checklist 5. no hot water
6. d 5. housekeeping work order 6. hair/s
7. b Form 7. broken
8. a 8. free WIFI
9. d Communication tools 9. telephone
10. c 1. telephone 10. disrespectful
2. fax machine
3. e-mail
4. cell phone
5. laptop

Assessment What Can I Do What’s New

1. b Test 1 Test II. Student’s answer may vary.
2. b 1. T 1. d
Please refer to the rubric.
3. a 2. T 2. a
4. c 3. F 3. b
5. d 4. F 4. b
6. d 5. T 5. c
7. c 6. T
8. d 7. T
9. a 8. T
10. a 9. T
10. T

Additional Activities Student’s answers may vary.

Please refer to the rubric.

17
References

Andrews, Sudhir. “Hotel Housekeeping Training Manual.” New, Delhi: Tala

McGraw-Hill Publishing Co.Ltd.

Martin, Robert J. “Professional Management of Housekeeping Operations.

New York: John Wiley & Sons.

Tutorialspoint.https://www.tutorialspoint.com/hotel_housekeeping/hotel_house-
Keeping_staff_duties.htm

Urbiztondo, Laarni (2016)” Housekeeping.” Philippine Copyright 2016 by Rex

Bookstore, Inc. Sampaloc, Manila

Picture Sources:

https://www.google.com/search?q=disrespectful+staff&tbm=isch&ved=2ahUKEwiY2
qzMsMnsAhXx wIsBHe4UAPEQ2-cCegQIABAA&oq

https://www.google.com/search?q=no+wifi&tbm=isch&ved=2ahUKEwjW9mGr8nsAh
UGe5QKHUWQAwUQ2-cCegQIABAA&oq

https://www.google.com/search?q=no+hot+water&tbm=isch&ved=2ahUKEwjKmMfr
cnsAhVOTZQK

https://www.google.com/search?q=small+beds+and+dirty+rooms&rlzhttps://www.y
outube.com/results?search_query=rodents+and+coackroa

18
For inquiries or feedback, please write or call:

Department of Education – Region XI Davao City Division

Elpidio Quirino Avenue, Davao City, Davao del Sur, Philippines

Telephone: (082) 224 0100/228 3970

Email Address: [email protected]/[email protected]