HOUSEKEEPING NC II

WEEK 1 Provide Housekeeping Services to Guests

Objectives

At the end of this lesson, students are expected to

1.1 discuss implementing hotel codes, rules, and regulations;
1.2.explain different skills of a good housekeeper such as interpersonal and intrapersonal skills;

Housekeeping can be a very demanding job that requires one to be patient. Hotel housekeepers spend
long hours on their feet, sweeping, mopping, dusting, vacuuming, and cleaning of hotel premises. In addition
to the cleaning task, hotel housekeepers may also be responsible for shared duties, such as delivering beds
to guest rooms, replenishing toiletry supplies, and lifting and moving lightweight objects around the rooms.
To be able to do the jobs mentioned above, a housekeeper needs to possess certain qualities. He or she
needs to have an eye for detail. While at work, they may come in close contact with guests. This is why it is
a must that they also have good interpersonal and communication skills. Formal education is not required
but most hotels in the Philippines prefer their housekeeping staff to be at least a holder of high school diploma
and has an NC (National Certificate) in Housekeeping to qualify for the job.

HOTEL HOUSE RULES

Hotels follow different approaches in giving the best service they can provide for their guests. Hotel house
rules are designed to instill discipline among hotel staff, thereby ensuring guest satisfaction in terms of
comfort, safety, and security. Well-mannered staff is an asset of the hotel as they can help build hotel guests'
contentment and trust. Every guest coming and checking in wants security thus providing security is one of
the most important duties of a hotel.

Entry into a Guest's Room

One of the responsibilities of a housekeeper is to clean the room of the guests. In entering a guest's room,
most hotels have a mandatory two-knock, three announcement rule. Housekeeper must knock twice using

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the knuckles of his hand and say "housekeeping" Upon entering the room, the housekeeper again announces
"housekeeping" in case the guest did not hear him or her from outside the room. If the door is locked from
the inside and there is no response from the guest, wait for about 24 hours. If after which there is still no
response from the guest, the housekeeper must inform his supervisor about the incident and the supervisor
will report to the security who will confirm the guest's safety.

Another thing that housekeepers must remember is they have to follow the guest floor rules for
safekeeping at all times to build guests trust and
satisfaction. If the "Do not Disturb" sign hangs for a long
time, the housekeeper should inform the supervisor so
that any necessary further action may be taken.
Housekeepers are only allowed to enter guestroom
while on duty. To avoid untoward incident from
happening, they are not allowed to enter rooms that they
are not officially assigned to.

Cleaning
Another function of housekeepers in hotels is to
make sure that the room of a guest is clean and in
order. To be able to do this, they are expected to
complete a series of cleaning and sanitizing
procedures. Examples of tasks housekeepers are
expected to perform are changing of linens and toiletries, cleaning the floors, dusting surfaces, and cleaning
the bathrooms of guest rooms assigned to them.

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Gifts and Tipping

Hotels enforce rules on receiving gifts and tips from guests. Some hotels
require their housekeepers to ask a note coming from the guest just in case
they are given a gift. Housekeepers are also required to surrender to their
supervisor anything they found in a room together with a note indicating the
room number and the item found. This is done to help the guest recover
forgotten items. Guest's personal items should also be respected by not touching them or moving them
anywhere. All hotels allow guests to give tips as appreciation for quality service but housekeepers should not
solicit tips or negotiate the amount with guest.
Lost and Found

Lost and Found items after a quest's departure must

be reported immediately to the floor supervisor. It is the
duty of the floor supervisor to check whether the quest
is still around or not. If the guest is no longer around,
the floor supervisor will follow the lost and found procedure.

Below are hotel rules for lost and found items:

 Perishable items are lost and found items under food like fruits, chocolates, can goods, etc. After
three 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. This is what they call "finders keepers rule.
 Non-perishable items-are lost and found items under non-food such as umbrella, shoes, bags,
clothes, etc. These items are only given one month for the owner to claim. If left unclaimed, the items
again will be given to the employee who found it.
 Valuables are lost and found items such as cash, gadgets, and jewelry. Items considered as
valuables are given one year to be claimed by the owner. If left unclaimed, the hotel management
will decide on what to do with the unclaimed items.

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Professionalism

Professionalism is a trait that is highly valued in the workplace.

This includes specialized skill, good judgment, polite behavior,
honesty, and integrity. As housekeepers, how one carries oneself and
how one perform the job make a statement about the hotel's standard.
Housekeepers are expected to perform their job well. They have to
wear their uniform at all times during work. They are also expected to
comply with cleaning request of guests. Going above and beyond a
guests' expectations while staying within professional boundaries ensures guests continued
patronage.

INTERPERSONAL AND INTRAPERSONAL SKILLS OF A GOOD HOUSEKEEPER

Interpersonal skills or people skills are the life skills we use in communicating and interacting with people
while intrapersonal skills or personal skills are the abilities and talents that exist within the individual, which
aids him or her in problem solving. According to Stephen Fiore, a professor at the University of Central
Florida, the two skills have long been recognized as important factors to be successful in school and in
workplace. There are different interpersonal and intrapersonal skills that one needs to master to be able to
stand with the demands of the job in housekeeping.

Interpersonal Skills

Ability to manage conflict - being able to manage and handle differences in opinions and always seeking
win-win resolutions. Ability to solve problems ability to choose the best course of action in situations while
considering the needs and perspective of others.

Ability to communicate clearly - being able to speak with clarity and directness and at the same time being
sensitive to the need of the receiver.

Ability to listen -ability to hear other people's perspective by setting aside judgment.

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Demonstrate responsibility - being able to do the things you say you will do.

Being accountable for your action being able to face the consequence of your action and not blaming others.

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 behavior.
Self-management or self-development -the ability to work autonomously and to motivate and monitor
oneself. It also includes the ability to acquire new information and skills related to work.
Relationship management - the ability to build relationship based on mutual trust and respect.
Social awareness- being in tune with other's feelings and needs

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Books
Andrews, Sudhir. 1985. Hotel Housekeeping Training Manual. New Delhi: Tata McGraw-HillPublishing
Co. Ltd.Hurst, Rosemary. 1971. Housekeeping Management for Hotels and Residential
Establishments.United Kingdom: William Heinemann Ltd.Martin, Robert J. 1998. Professional
Management of Housekeeping Operations. New York:
John Wiley & Sons.

Websites
ASEAN. 2012. "Provide Valet Services to Guests'. Accessed May 2015. http://www.
waseantourism.com/ft/Approved%20Toolboxes/Provide%20valet%20services%20
to%20guests/TG Provide_valet_service refined.pdf.

ASEAN. 2012. "Launder Linen and Guests' Clothes" Accessed May 2015. http://www.
waseantourism.com/ft/Approved%20Toolboxes/Launder%20linen%20and%20quests%20clothes/TM_
Launder_linen_&_guests_clothes_refined.pdf.

BeddingStyle.com. 2015. "Bedding Size Chart:" Accessed June 2015.

http://www.beddingstyle.com/content/bedding-size-chart.asp

Digital Tourism Think Tank. 2013."Ihe lmportance of Online Reviews" Accessed June
2015.http://thinkdigital.travel/opinion/the-importance-of-online-reviews.

eHow. 2015."How to Hang Bathroom lowels Decoratively:"' Accessed May 2015.

http://www.ehow.com/how_6675874_hang-bathroom-towels-decoratively.html

How Stuff Works. 2015."How to Clean Synthetic Fabrics." Accessed June 2015. http://home.
howstuffworks.com/home-improvement/household-hints-tips/cleaning-organizing/
how-to-clean-synthetic-fabrics.htm.

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Latino Hotel Association. 2011."Housekeeping Room Attendant" Accessed July 2015. http://
www.latinhospitality.org/Resources/Documents/Housekeeping%20-
%20Room%20Attendant%20SOP.pdf.

setupmyhotel.com. 2015. "Room Type Definition In Hotels." Accessed June 2015. http://
setupmyhotel.com/train-my-hotel-staf/front-office-training/95-room-status-terminology-in-hotels.html

TripAdvisor LLC. 2015. "Review of Palm Plaza Hotel" Accessed June 2015. http://www.
tripadvisor.com.ph/ShowUserReviews-g298573-d 308365-r1723621 89-Palm_Plaza
Hotel-Manila Metro Manila Luzon.html.

TripAdvisor LLC. 2015. "Review of Rajah Park Hotel" Accessed April 2015 http://www.
tripadvisor.com.ph/ShowUserReviews-g298460-d477876-r191410136-Rajah Park
Hotel-Cebu_City_ Cebu Island_Visayas.html.

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