11

TVL – HE - HOUSEKEEPING
Quarter 1 – Module 3:

GUEST ORIENTATION ON
HOUSE RULES
TVL – Grade 11
Alternative Delivery Mode
Quarter 1 – Module 3: Guest Orientation on House Rules
First Edition, 2020

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Published by the Department of Education

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

Development Team of the Module

Writer: Joseph S. Mapili
Editors: Mark Dave M. Vendiola, Jesusa D. Paladar
Reviewer: Ivah Mae C. Estoconing
Typesetter: Ivah Mae C. Estoconing
Layout Artist: Ivah Mae C. Estoconing
Management Team: Senen Priscillo P. Paulin, CESO V Rosela R. Abiera
Fay C. Luarez, TM, Ed.D., Ph.D. Maricel S. Rasid
Adolf P. Aguilar, Ed.D.,TM Elmar L. Cabrera
Nilita R. Ragay, EdD
Antonio B. Baguio, Jr. Ed.D.

Printed in the Philippines by ________________________

Department of Education –Region VII Schools Division of Negros Oriental

Office Address: Kagawasan, Ave., Daro, Dumaguete City, Negros Oriental

Tele #: (035) 225 2376 / 541 1117
E-mail Address: [email protected]
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TVL
Quarter 1 – Module 3:
Guest Orientation on House
Rules
Introductory Message
For the facilitator:

Welcome to the TVL-Housekeeping Services 11 Alternative Delivery Mode (ADM)

Module on Guest Orientation on House!

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.

For the learner:

Welcome to the TVL-Housekeeping Services 11 Alternative Delivery Mode (ADM)

Module on Guest Orientation on House Rules!

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:

This will give you an idea of the skills or

What I Need to Know competencies you are expected to learn in the
module.

ii
 This part includes an activity that aims to
check what you already know about the
What I Know
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.
This is a brief drill or review to help you link
What’s In the current lesson with the previous one.

In this portion, the new lesson will be

What’s New introduced to you in various ways; a story, a
song, a poem, a problem opener, an activity
or a situation.
This section provides a brief discussion of the
What is It lesson. This aims to help you discover and
understand new concepts and skills.

This comprises activities for independent

practice to solidify your understanding and
What’s More
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.
This includes questions or blank
What I Have Learned sentence/paragraph to be filled in to process
what you learned from the lesson.
This section provides an activity which will
What I Can Do help you transfer your new knowledge or skill
into real life situations or concerns.
This is a task which aims to evaluate your
Assessment level of mastery in achieving the learning
competency.
In this portion, another activity will be given
Additional Activities to you to enrich your knowledge or skill of the
lesson learned.

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.

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The following are some reminders in using this module:

1. 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.
2. Don’t forget to answer What I Know before moving on to the other activities
included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your answers.
5. Finish the task at hand before proceeding to the next.
6. 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!

What I Need to Know

This module was designed and written with you in mind. It is here to help you
master the nature of Housekeeping Services. 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.

After going through this module, you are expected to:

1. discuss the guest house rules;
2. analyze scenarios and choose appropriate actions that should be taken to
resolve problems based on house rules; and
3. appreciate the importance of understanding hotel house rule

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 What I Know

A. MULTIPLE CHOICES
Direction: Choose the letter of the correct answer. Write the letter of the correct
answer on your notebook.

1. The following are common problems related to housekeeping except:

A. Theft complaint of guest
B. Employee’s complaint about the tip given by a guest.
C. Physical injuries related to work
D. Failure to restock room with amenities

2. In case the hotel cancelled accommodation due to guest violation, the guest will
pay:
A. 100% of the total amount for accommodation
B. 75% of the total amount for accommodation
C. 50% of the total amount for accommodation
D. 0% of the total amount for accommodation

3. When checking into a hotel, it is a must that all guests should familiarize
themselves with the house rules. They are also required to fully adhere with it
because any violation would mean cancellation of reservation. Which of the
following cases that might result to guest cancellation of reservation?
A. Ana bring her Chihuahua while checking in.
B. Luis allows his friends to stay overnight in his hotel room.
C. Liza carries with her an iron for her clothes upon checking in.
D. All of the above

4. The most common problems related to housekeeping are:

A. Noise coming from other rooms
B. Rooms not cleaned properly
C. Rooms lacking amenities
D. All of the above

5. How would you handle all calls received for your guests?
A. Ask for the name of caller.
B. Verify with the called party if he wants to entertain the call.
C. Do not turn over the line to the guest even if he/she says he/she wants to
receive the call.
D. Both A and B

6. All are reasons why employee safety training is important except for
Training employees to:
A. Ensure guest safety
B. Work safely

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 C. Assist hotel’s security efforts
D. To threaten guests

7. What will you in the event that a suspicious object is found in the premises of the
hotel?
A. Do not touch the object nor open it for it may be a bomb that will explode.
B. Report the matter to the Security Office (if there is one) or to the Duty Manager.
C. If the object is proven to be a bomb or explosive, the surrounding areas around
the explosive shall be cordoned.
D. All of the above.

8. What will you do if you are the desk clerk or telephone operator in the event that
an unknown visitor asks for the room number or whereabouts of a guest?
A. Do not give the room number of the guest. You may call the guest in his/her
room and say: “Mr. Guest, a certain lady by the name of ______ is looking for
you. Are you expecting her/him?
B. Call the guest and tell him/her to meet the visitor at the lobby.
C. Ignore the visitor.
D. Tell the visitor that you would call the guest but you will not eventually make
the call.

9. What will you do if there are any observed safety hazard?

A. Ignore the hazard.
B. Pretend that you didn’t see the hazard.
C. It shall be reported immediately to the supervisor who will call the Facilities
Maintenance Office for proper action.
D. Rooms with safety hazards should can be sold for occupancy.

10. Which of the following hotel rules are/is true?

A. The hotel is not liable for the lost, stolen, or damaged items.
B. Guest should keep all their valuables and should not leave their things
unattended.
C. Guests who come in earlier than the designated check-in time may stay at the
hotel waiting area or at the restaurant area at no additional cost.
D. All of the above.

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 Lesson
GUEST ORIENTATION ON
3 HOUSE RULES

Aside from providing guests with clean hotel rooms, hotels also strive to deliver
a safe and friendly environment. Hence, hotels have established house rules and
policies based on industry standards. In this lesson, you will learn on guest
orientation on house rules.

What’s In

Direction: To recap the previous lesson, identify what type of form is being
asked.
___________ 1. Is prepared by the housekeeping department and handed down to
the front desk to give them an update as to the status of each hotel
room.
____________ 2. This type of form is used whenever there are problems reported by
the guest to the housekeeping department.
____________ 3. Ms. Alexia De Los Reyes of Room 101 left her purse and black scarf.
She already left the hotel as she was catching up with her flight.
What form should be processed?
____________ 4. A guest at Room 222 requested for a wake-up call at 4:30 AM.
____________ 5. You have just arrived and received the list of tasks to be completed
during the day.

Notes to the Teacher

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

The following are information that would

lead to the activities and assessment.
Some activities may need your own
discretion upon checking, or you may use
rubric if provided. Please review the
activities and answer keys and amend if
necessary.

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 What’s New

Direction: Answer the following activities on your notebook.

A. List down five (5) house rules you have at home.
1.
2.
3.
4.
5.

B. How does our house rules at home similar to the house rules set in hotels?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________

What is It

Guest Orientation on House Rules

House rules serves as an agreement between the guest and the hotel under
which rooms are permitted to be used by the guests. All guests when checking in
should read the house rules to prevent misunderstandings. It is a must to be familiar
with the house rules and to fully adhere to them because any violation of the house
rules means cancellation of reservation and charge of the full amount of price of
accommodation. Below is an example of house rules.

House Rules

1. Check-in time: 2:00 PM/ Check-out time: 12:00 NN- Check-in time for
overnight stay is 2:00 p.m. while check-out time is 12:00 noon the following
day. There will be no adjustment in check-out time if the guest checks in later
than 2 p.m. Late check-out will be charged accordingly with extra payment.
Guests who come in earlier than the designated check-in time may stay at the
hotel waiting area or at the restaurant area at no additional cost.

2. Fifty percent (50%) down payment is required to confirm reservation.

3. Rates are subject to change without prior notice.

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 4. Room capacity shall be strictly observed. An additional amount shall be
charged in excess of maximum occupancy.

5. When leaving the premises or before going out, please endorse room keys to
the front desk employee.

6. Please do not remove inventory items. Do not take indoor furniture outside. Do
not move furniture around from one room to another. Any items missing from
inventory or any damages and losses of items inside the rooms belonging to the
hotel shall be charged to the room occupant.

7. The hotel is not liable for the lost, stolen, or damaged items. Please keep all
your valuables and do not leave your things unattended.

8. For security reasons, visitors are not permitted in the hotel guest room. Hence,
guests are advised to refrain from entertaining any person who is not known to
them.

9. Hotel shall respect your privacy at all times, however, illegal activities or
disorderly conduct inside the rooms and within the hotel premises are strictly
prohibited. The management reserves the right to eject any guests found
engaging in fights or violence, found using illegal drugs, or under the influence
of alcohol and disrupting the peace and order of the hotel.

Guests are required to observe these house rules which are designed and
aimed for their protection. The management reserves the right to implement
additional and applicable rules to regulate the safety and well-being of our guests.

Guest’ Safety and Security in Hotel

Security Procedures

In a hotel of any size, security is a major concern. The security division is

responsible for maintaining systems and implementing procedures that protect the
personal property of guests and employees and the hotel itself. Every hotel has its
own procedures and guidelines for their staff on how to handle guest valuables, keys,
and telephone calls. Any unauthorized disclosure of guest information to anyone by
any hotel staff will be regarded as misconduct. Hotel staff should never disclose guest
information such as guest name and room number to anyone.

It is the responsibility of every accommodation facility to insure the safety and

security of its guests and occupants. The company will be made accountable for any
accident or injury emanating from safety and security hazards that are left
unattended and uncorrected. The Housekeeping Department therefore must not only
be concerned with cleaning and maintenance but also with safety management such
that safety hazards are eliminated and threats to life and property of guests and
occupants are prevented through the administration of safety measures.

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 Housekeepers are also vulnerable to accidents and to injury because of the
nature of their job. To prevent these disastrous incidents, they must be provided with
a safe working environment and safety gadgets.

Personal Safety: Legal Liability and Guest Safety

Safety- protection of an individual’s physical well-being and health

Security- protection of an individual or of business’ property or assets

Staffing for Security Operation of Safety and Security Committee

Reinforces that:
Guest safety and hotel security is the responsibility of every manager,
supervisor, and employee of the hotel.

Employee Safety Training

Training employees to:
1. Ensure guest safety
2. Work safely
3. Assist hotel’s security efforts

General Safety and Security Measures for Guests and Employees

2. If possible, all entrances to the hotel should be secured with a full time security
guard. Entrances without guards should be locked to prevent the entry of
suspicious and unauthorized personnel.

3. Provide roving guards who will monitor movements within the hotel premises,
particularly in guestrooms and surrounding areas. In some hotels, there is a floor
guard in every floor or area who logs down and reports movements in the
guestrooms like the entry of visitors (including the date, time and description of
their guests).

Many loses in guestrooms are due to theft wherein the joiner is the culprit. When
the hotel is able to monitor movements of people in the room, it is easier to track
down those responsible for thefts, crimes and other undesirable incidents.

4. Suspicious looking persons and objects are to be reported to the Security Office
or to the Duty Manager immediately for proper investigation.

5. In the event that a suspicious object is found in the premises of the hotel, the
following shall be undertaken

A. Do not touch the object nor open it for it may be a bomb that will explode.
B. Report the matter to the Security Office (if there is one) or to the Duty
Manager.
C. The Security Office or the Duty Manager will coordinate with bomb experts
to check the suspicious object.
D. If the object is proven to be a bomb or explosive, the surrounding areas
around the explosive shall be cordoned.
E. Guests and occupants within the affected area will be asked to vacate the
said area.

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 F. A bomb disposal squad shall be asked to handle the emergency.
G. Everyone must be cautioned and asked to calm down. They must be assured
that everything is under control.

Note: A suspicious object is one that is not supposed to be in its place. For example,
an unidentified package inside a bathroom or guestroom, a gift item for a guest from
an unidentified person, a package with a tinkling sound similar to a watch (it could
be a time bomb), a package or bag in plant boxes or in hidden areas, etc.

6. Inside the hotel, the guest’s identity, room number or whereabouts should not be
revealed to anyone unless advised to do so by the guest himself as when he is
expecting a visitor. Guests usually are given with instructions when they are
expecting someone. Ask them the complete name of their expected visitor. More
strict measures should be taken to secure dignitaries, VIP’s, government officials.

The following measures are designed to protect guests from their possible
enemies who may be in disguise as a visitor. In the event that an unknown visitor
asks for the room number or whereabouts of a guest, do not reveal it. Instead do the
following:

6.1. Ask the guest’s name, “May I have your name please?
6.2. Do not just say “Just a moment” as this gives an impression that the
guest is really around.” Simply say, “Let me check if he is in the hotel right
now. Is he expecting you today?” (This must be said as a diplomatic
gesture, even if the responding staff knows that the guest who is being
located is in the hotel).
6.3. If you are a room boy or housekeeper, refer the matter to the Front desk
for disposition. Tell the guest: “May I suggest that you see or call the Front
desk about the matter.”
6.4. If you are the desk clerk or telephone operator, do not give the room
number, do number 5.2 then call the guest in his room and say: “Mr.
Guest, a certain lady by the name of ______ is looking for you. Are you
expecting her?
If he says yes, ask: “Would you like to meet her at the lobby or advise her
to go to your room?”
6.5. If the visitor is not known to the guest and appears to have suspicious
motive, do not allow her/him to locate the guest. Make an alibi saying
something like”
“ Ms______ I’m sorry but Mr._____ does not seem to be in the hotel. Would
you like to leave a message?”

(This is done to protect the guest without sounding offensive to the visitor).

7. All calls of house guests should be screened.

7. 1. Ask for the name of caller.

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 7. 2 Verify with the called party if he wants to entertain the call.
7. 3 Turn over the line to the guest only if he says he wants to receive the call.

8. Advise the guests or visitors (especially foreigners) not to entertain people nor
transact business with unknown and suspicious persons.

9. If you notice a suspicious joiner leaving the room of a guest, make it a policy to
check with the guest if he has no missing valuables before allowing the joiner to
leave the hotel. There are occasions wherein guests become victims of a syndicate
(usually done by a joiner). One of the modus operandi is that the guest is lulled to
sleep by his joiner who mixes a certain drug to his drinks. Once asleep, he is
robbed of his valuables. Part of the security policy in some hotels is for the
floor/area guard to alert the lobby guard that a lady joiner just left a hotel room
and must be on hold until she is cleared of possible theft in the room.

If there are no guards, a room boy or supervisor can call the guest directly in
his room and say: “Mr. Guest, your lady visitor just left your room. Is everything
ok with you? Would you like to check your valuables?”

If nobody answers in the room, report it to the duty manager, who will put the
lady on hold at the lobby; have the room of guest opened to check his condition.
Appropriate action must be taken if he has been robbed of his valuables.

8. During room make up and house cleaning, always be on alert for safety hazards
found in guestrooms or elsewhere. A safety hazard is anything can cause
accidents, fires or injury like: dangling wires, open electrical outlet, frail cords,
broken tiles, slippery floors or spills of water, food or oil on floors, smell of a smoke,
faulty wiring, defective electric fans and appliances, sparks, etc.

Any observed safety hazard shall be reported immediately to the supervisor

who will call the Facilities Maintenance Office for proper action. Rooms with safety
hazards should not be sold occupancy until the defect has been corrected.

What’s More

Essay
Direction: Read the question carefully and write the answer on your notebook.
 Why should one need to be familiar and fully adhere with hotel house rules
while checking in?
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________

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 Rubrics

Areas of
Assessment A B C D
Presents ideas Presents ideas Ideas are too Ideas are
in an original in a consistent general vague or
Ideas manner manner unclear
10 points 7 points 4 points 1 point
Organization Strong and Organized Some No
organized beg/mid/end organization; organization;
beg/mid/end attempt at a lack
10 points 7 points beg/mid/end beg/mid/end
4 points 1 point
Understanding Writing shows Writing shows Writing shows Writing shows
strong a clear adequate little
understanding understanding understanding understanding
10 points 7 points 4 points 1 point
Mechanics Few (if any) Few errors Several errors Numerous
errors errors
10 points 7 points 4 points 1 point

TOTAL /40 POINTS

What I Have Learned

Direction: Before this module ends, accomplish what is asked below. Write your
answer on your notebook.

I have learned that

__________________________________________________________________________________
__________________________________________________________________________________

I have realized that

__________________________________________________________________________________
__________________________________________________________________________________

I will apply
__________________________________________________________________________________
__________________________________________________________________________________

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 What I Can Do

Enumeration. Write your answers on your notebook.

A. Write down things you should do when you handle calls received of house
guests.
1.
2.
3.
B. List down reasons why employees need safety training.
1.
2.
3.
C. What are the steps that should be undertaken in the event that a suspicious
object is found the premises of the hotel?
1.
2.
3.
4.
5.
6.
7.

Assessment

Direction: True or False. Write T if the statement is correct and F if the statement
is incorrect. Write your answers on your notebook.

___________ 1. Suspicious looking persons and objects are not to be reported to the
Security Office or to the Duty Manager immediately for proper
investigation.
___________ 2. Late check-out is alright and will not be charged with extra payment.
___________ 3. Fifty percent (50%) down payment is required to confirm reservation.
___________ 4. It is the responsibility of every guest to ensure their safety and
security.
___________ 5. Inside the hotel, the guest’s identity, room number or whereabouts
should not be revealed to anyone unless advised to do so by the guest
himself as when he is expecting a visitor.
___________ 6. In the event that a suspicious object is found in the premises of the
hotel, guests and occupants within the affected area will be asked to
vacate the said area.

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___________ 7. If the visitor is not known to the guest and appears to have suspicious
motive, you can allow her/him to locate the guest.
___________ 8. When leaving the premises or before going out, guests should endorse
room keys to the front desk employee.
____________ 9. Rates are subject to change without prior notice.
____________10. Room capacity shall be strictly observed. An additional amount will
not be charged in excess of maximum occupancy.

Additional Activities

Direction: Answer the activity below in an essay format.

 Discuss your understanding on house rules.

Rubrics
Areas of
Assessment A B C D
Presents ideas Presents ideas Ideas are too Ideas are
in an original in a consistent general vague or
Ideas manner manner unclear
10 points 7 points 4 points 1 point
Organization Strong and Organized Some No
organized beg/mid/end organization; organization;
beg/mid/end attempt at a lack
10 points 7 points beg/mid/end beg/mid/end
4 points 1 point
Understanding Writing shows Writing shows Writing shows Writing shows
strong a clear adequate little
understanding understanding understanding understanding
10 points 7 points 4 points 1 point
Mechanics Few (if any) Few errors Several errors Numerous
errors errors
10 points 7 points 4 points 1 point

TOTAL /40 POINTS

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Answer Key

12
References

Content:

Basbas, Leonora D. 2016. Housekeeping: Rex Bookstore.

Urbiztondo, Laarni. 2016. Housekeeping: Rex Bookstore.

Roldan, Amelia Samson.2010. Housekeeping Management: AR Skills Development

& Management Services, Inc.

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For inquiries or feedback, please write or call:

Department of Education – Schools Division of Negros Oriental

Kagawasan, Avenue, Daro, Dumaguete City, Negros Oriental

Tel #: (035) 225 2376 / 541 1117

Email Address: [email protected]
Website: lrmds.depednodis.net