Provide Housekeeping Services To Guest

COMPETENCY BASED LEARNING MATERIALS
Sector : TOURISM (Hotel and Restaurant)
Qualification Title : HOUSEKEEPING NC II
Unit of Competency : Provide Housekeeping Services to Guest
Module Title : Providing Housekeeping Services to Guest

HOW TO USE THIS COMPETENCY BASED LEARING MATERIALS
Welcome!
The unit of competency, Provide Housekeeping Service to Guest, is one of the
competencies of HOUSEKEEPING NC II, a course which compresses the knowledge,
skills and attitudes required for a TVET trainee to possess.
The module, Providing Housekeeping Service to Guest, contains training materials

and activities related to Identifying and performing different housekeeping services, handling
housekeeping requests, advising guests on room and housekeeping equipment for you to
complete.
In this module, you are required to go through a series of learning activities in

order to complete each learning outcome. In each learning outcome are Information
Sheet, Self Checks, Operation Sheets and Task/Job Sheets. Follow and perform
the activities on your own. If you have questions, do not hesitate to ask for assistance
from your facilitator.
Remember to:
Work through all the information and complete the activities in each section.
Read information sheets and complete the self-check. Suggested references are
included to supplement the materials provided in this module.
Most probably, your trainer will also be your supervisor or manager. He is there
to support you and show you the correct way to do things.
You will be given plenty of opportunities to ask questions and practice on the
job. Make sure you practice your new skills during regular work shifts. This way,
you will improve your speed, memory and your confidence.
Use the Self-Checks, Operation Sheets or Task or Job Sheets at the end of each
section to test your own progress. Use the Performance Criteria Checklist or
Procedural Checklist located after the sheet of check your own performance.
Date Developed: Document No. OLLC-HSKNCII-

CBLMs on February 2014 01
TESDA HOUSEKEEPING NC II Date Revised: Issued by:
February 2014 Saturnino D. Page 1 of
Providing Housekeeping Developed by: Pandac Jr 114
to the Guest Saturnino D.
Pandac Jr Revision # 00
When you feel confidence that you have had sufficient practice, ask your Trainer
to evaluate you. The results of your assessment will be recorded in your Progress
Chart ad Accomplishment Chart.
You need to complete this module before you can perform the next module,
Facilitating Learning Session.
BREAD AND PASTRY PRODUCTION NC II
List of Competencies
No. Unit of Competency Module Title Code
Provide Housekeeping Providing Housekeeping

1. TRS512307
Services to Guest Services to Guest
2. Prepare Rooms for Guest Preparing Rooms for Guest TRS512308
3. Clean Premises Cleaning Premises TRS512309
4. Provide Valet Service Providing Valet Service TRS512310

Laundry Linen and Guest Laundering Linen and
5. TRS512311
Clothes Guest Clothes
TABLE OF CONTENTS
Contents Page
HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIALS.................................................. 2
LIST OF COMPETENCIES........................................................................................................................ 3
TABLE OF CONTENTS.............................................................................................................................. 4
MODULE CONTENT.................................................................................................................................. 5
LEARNING OUTCOME #1 IDENTIFY AND PERFORM DIFFERENT HOUSEKEEPING SERVICES.. 7
LEARNING EXPERIENCE......................................................................................................................... 9
INFORMATION SHEET 1.1-1 Introduction to Housekeeping ............................................................................... 10

Self-Check 1.1-1 41
Answer Key 1.1-1 45
INFORMATION SHEET 1.1-2 Interpersonal skills: Communication and Listening Skills 46

Self-Check 1.1-2 55
Answer Key 1.1-2 57
INFORMATION SHEET 1.1-3 Up-selling and Selling Techniques 58

Self-Check 1.1-3 61
Answer Key 1.1-3 62
INFORMATION SHEET 1.1-4 Basic Operation Skills on Facilities and Equipment 63

Self-Check 1.1-4 66
Answer Key 1.1-4 67
INFORMATION SHEET 1.1-5 Personal Hygiene 68

Self-Check 1.1-5 71
Answer Key 1.1-5 72
INFORMATION SHEET 1.1-6 Hotel Organizational Structures 73

Self-Check 1.1-6 82
Answer Key 1.1-6 83
INFORMATION SHEET 1.1-7 Preparing Requisitions for Maintenance Service 86
LEARNING OUTCOME #2 HANDLE HOUSEKEEPING REQUEST 89

LEARNING EXPERIENCE......................................................................................................................... 91
INFORMATION SHEET 1.2-1 Housekeeping and Front Office Forms 92

INFORMATION SHEET 1.2-1 Codes and Regulations 96
INFORMATION SHEET 1.2-1 Handle Queries through Telephone, Fax Machine, Internet and E-Mail 103
INFORMATION SHEET 1.2-1 Interpersonal skills: Communication and Listening Skills 108
Performance Test 111
References 114
MODULE CONTENT
Qualification Title : HOUSEKEEPING NC II
Unit of Competency : Provide Housekeeping Services to Guest
Module Title : Providing Housekeeping Services to Guest
Introduction
This module covers the knowledge, skills and attitude in providing general
housekeeping services to guest.
Learning Outcomes:
Upon completion of this module, you must be able to:
1. Identify and perform different housekeeping services

2. Handle housekeeping requests
3. Advice guests on room and housekeeping equipment
Assessment Criteria:
1. Guest arrival list and guest history are reviewed based on guest folio.
2. Guest is greeted and acknowledged by use of name whenever possible.
3. Upselling and selling techniques are prepared in accordance with industry
policy and procedure
4. Guests are courteously advised on correct usage of equipment
5. Malfunctions are promptly reported in accordance with Standard Operating
Procedures, and where possible, alternative arrangements are made to meet
guest needs.
6. A collection time for requested equipment is agreed upon where appropriate.
7. Coordination with other department is done in accordance with hotels
organizational structure and its function.
8. Guest requests are noted and coordinated with other department concerned
9. Requests are handles in a polite and friendly manner in accordance with the
establishments customer service standards and security procedures.
10. Guest is acknowledged by use of name whenever possible
11. Details of requests made are confirmed and noted in accordance with
industry procedures
12. Appropriate apologies are made when requests has arisen from breakdown
in room service
13. Timeliness fro meting requests are agreed upon with guests
14. Requested items are promptly located and delivered within agreed
timeframes.

15. Items for pick-up are collected within agreed timeframes
Identify and perform different

LEARNING OUTCOMES #1
housekeeping services
CONTENTS:
1. Hotel codes and regulations

2. Interpersonal skills: Communication and listening Skills
3. Upselling and selling techniques
4. Basic operational skills on facilities and equipment
5. Personal hygiene
6. Hotel organization structure: departments and its functions Rank and File

7. Preparing requisitions for maintenance services
ASSESSMENT CRITERIA:
guest needs.

CONDITION:
Students/Trainees must be provided with the following:
Tools
1. Tapes
2. Brochures/ manuals
3. Guest folio, guest list
4. caution signs
Equipment
1. Telephone
2. Computer
3. Shower (with hot and cold)
4. refrigerator
5. electric fan
6. air conditioning unit
7. shelves
8. alarm clock
9. television and video player
Materials/ Supplies
1. Pen and paper
2. Housekeeping/ FO forms
3. operating manuals
4. room supplies and amenities
ASSESSMENT METHOD:
1. Interview (oral/ questionnaire)

2. Observation
3. Demonstration of Practical Skills
4. Written examination

Learning Experiences
Learning Outcome 1
Identify and perform different housekeeping services
Learning Activities Special Instructions
Read Information Sheet 1.1-1 Read and understand the information sheet.
Check yourself by answering the Self-Check. You
Answer the Self-Check 1.1-1 must answer all questions correctly before
proceeding to the nest activity.

Information Sheet 1.1-1
INTRODUCTION TO HOUSEKEEPING
Hotel Codes and Regulations
Learning Objectives:
After reading this Information Sheet you should be able to:
1. Basic Concept of housekeeping through it introduction.

2. Guest arrival list and guest history are reviewed based on guest folio

In LO 1 of the Module on Providing Housekeeping Service to Guest you learned
with the skills and knowledge required to provide a range of general housekeeping
services to guests.
INTRODUCTION TO HOUSEKEEPING
The basic concept of housekeeping has started from keeping of a domestic house clean
and has gradually come to maintaining high standard of cleanliness and maintenance
of commercial levels, besides the housekeeping should also contributes to the saving in
costs of labour, cleaning material and equipment.
Housekeeping is an important and integral part of the guest experience and
satisfaction. The impact of the housekeeping function on the success of a hotels
operations cannot be underestimated, since large revenue for hotel industry is
generated mainly from the sale of rooms. The housekeeping is the department of a
hotel charged with cleaning and maintaining rooms and public spaces. From the time
a guest checks-in in a hotel till he checks out, it is the housekeeping department which
takes care of the guest by making his / her stay pleasant and comfortable.
In general, the housekeeping crew is responsible for the daily cleaning of public rooms
(lobbies, corridors, meeting rooms), private bedrooms and public washrooms. In
addition, it handles the laundering of linens and in some instances, guest laundry.
Housekeeping also performs a minor security function by providing a first alert to
potential guest problems while staff undertake daily guest bedroom cleaning.
What is housekeeping?
Housekeeping in simple words means maintaining a house on a daily or long term

basis or looking after its cleanliness, unkeep and smooth running, at the same time
check all the fixtures like taps, geysers, electric wiring, bulbs, tubes, fans, plug point
are in good working conditions.
DEFINITION OF HOUSEKEEPING

In other words, we may also say that housekeeping is a process of keeping a
place clean, beautiful and well maintained so that it looks and feels pleasant inviting to
all, either living, visiting or working there,.
IMPORTANCE OF HOUSEKEEPING
1. Comfort: It is the duty of the housekeeping department to ensure comfort and a

welcoming atmosphere to the guests as well as strive to extend courteous,
reliable and satisfactory service from staffs of all departments.
2. Cleanliness and Hygiene: A high standard of cleanliness and general upkeep in
all areas. Clean and well maintained areas and equipments create a favorable
impression on the guest.
3. Hygiene is maintained especially in the wash rooms, toilets, pool changing
room, health club, etc
4. Privacy: Housekeeping staffs ensure the privacy of the guests and they should
be trained with proper procedures to enter the room.
5. Safety and Security: The housekeeping department staffs should ensure the
safety and security of the guests with the help of security services.
6. Dcor: This work is an art and the housekeeping staff is mainly responsible for
creating a pleasant atmosphere.
FUNCTIONS OF HOUSEKEEPING
The main functions of housekeeping are overall cleanliness, bed making, ensuring
maintenance of the building and its infrastructure, laundry, linen management, key
control, pest control, safety and security of the guests as well as the infrastructure and
interior decoration. All this ensure the ambience and promotes a congenial
environment.
The basic function of the housekeeping is explained briefly:
Cleaning Rooms and Public Areas:

Apart from cleaning the guest rooms, housekeeping department is also responsible for
cleaning floor, terraces, elevators, elevator lobbies, corridors of guest floors, floor linen
closets, mop and janitors closets, service lobbies and service stairways, function

rooms, shopping arcade, cabanas, bars, dining rooms, offices, uniform rooms, tailor
rooms, upholstery, shops, store rooms and swimming pools.
Bed Making:
Bed making is a skill that requires to be developed by the housekeeper, as it not only
provides comfort to the guest, but also adds to the pleasant ambience of a guests
room.
Linen Management:
This involves all functions from purchase of linen to laundering, storage, supplies and
to condemnation. In a hotel different types of clothes and linen are used such as the
bed sheets, pillow covers, napkins, towels, hand towels, table covers, curtains, cushion
covers etc.
Laundry Services:
The relationship between the housekeeping and laundry is significant for the smooth
functioning of housekeeping services.
Pest Control:
Pest Control is another major job of the Housekeeping Department. It speaks badly of
a hotel where one sees rats, cockroaches, and lizards running around. Therefore, pest
control is one of the primary responsibility of the housekeeping department.
Key Control:
The room keys have to be handled efficiently and safely before and after letting the
room.
Safety and Security:

If the guests and staff always fear for their safety and the safety of their belongings, the
atmosphere will be very tense. Hence the housekeeping department staff should be
aware of ways to protect himself and others, especially the guests around him and the
property of the hotel from accidents and theft.
Interior Decoration:

These arts and crafts have to be well maintained by the housekeeping department.
Decorating flowers is a creative and stimulating art which often carries a message or
theme. Flowers and indoor plants add colour and beauty to a room.
Room Maintenance:
Good housekeeping department is just as responsible for the hotel's maintenance as
an engineering department.
Hotel Codes and Regulation of DEPARTMENT OF TOURISM
DEFINITON OF TERMS
For purposes of these Rules, the following shall mean:
Hotel a building, edifice or premises or a completely independent part

thereof, which is use for the regular reception, accommodation or
lodging of travelers and tourists and the provision of services
incidental thereto for a fee.
Resort Any place or places with pleasant environment and atmosphere
conducive to comfort, healthful relaxation and rest, offering food,
sleeping accommodation and recreational facilities to the public for
a fee or remuneration.
Tourist Inn a lodging establishment catering to transients which does not meet
the minimum requirements of an economy hotel.
Apartel any building or edifice containing several independent and
furnished or semi-furnished apartments, regularly leased to
tourists and travelers for dwelling on a more or less long term basis
and offering basic services to its tenants, similar to hotels.
Pension a private or family-operated tourist boarding house, tourist guest
House house or tourist lodging house employing non-professional
domestic helpers regularly catering to tourists and travelers,

containing several independent lettable rooms, providing common
facilities such as toilets, bath rooms/showers, living and dining
rooms and/or kitchen and where a combination of board and
lodging may be provided.
Motorist any structure with several separate units, primarily located along
Hotel Motel the highway with individual or common parking space at which
motorists may obtain lodging and, in some instances, meals.
Department the Department of Tourism
or DOT
Accreditation a certification issued by the Department that the holder is
recognized by the Department as having complied with its
minimum standards comfort and convenience of the tourists.
CLASSIFICATION OF AND STANDARD REQUIREMENTS FOR HOTELS
Classification of Hotel:
a. De Luxe Class
b. First Class
c. Standard Class
d. Economy Class
Requirements for a De Luxe Class Hotel. The following are the minimum requirements
for the establishment, operation and maintenance of a De Luxe Class Hotel:
Location The locality and environs including approaches shall be

suitable for a luxury hotel of international standard;
The facade, architectural features and general construction

of the building shall have the distinctive qualities of a luxury
hotel.
Bedroom Size
Facilities and All single and double rooms shall have a floor area of not
Furnishings less than twenty five (25) square meters, inclusive of
bathrooms.

Suite
There shall be one suite per thirty guest rooms.
Bathrooms
1. All rooms must have bathrooms which shall be equipped
with fittings of the highest quality befitting a luxury hotel
with 24-hour service of hot and cold running water;
2. Bathrooms shall be provided with bathtubs and showers;
3. Floors and walls shall be covered with impervious
material of elegant design and high quality workmanship.
Telephone
There shall be a telephone in each guest room and an
extension line in the bathroom of each suite.
Radio/Television
There shall be a radio a television and relayed or piped-in
music in each guest room.
Cold Drinking Water
There shall be a cold drinking water and glasses in each
bedroom.
Refrigerator/Mini-Bar
There shall be a small refrigerator and a well-stocked bar in
each guest room.
Room Service
There shall be a 24-hour room service (including provisions
for snacks and light refreshments)
Furnishings and Lighting
1. All guest room shall have adequate furniture of the
highest standard and elegant design; floors shall have
superior quality wall- to- wall carpeting; walls shall be well
furnished with well tailored draperies of rich materials;
2. Lighting arrangements and fixtures in the rooms and
bathrooms shall be so designed as to ensure aesthetic as
well as functional excellence.
Information Materials

Room tariffs shall be prominently displayed in each bedroom
plus prominent notices for services offered by the hotel,
including food and beverage outlets and hours of operation,
fire exit guidelines and house rules for guests.
Front There shall be reception, information counter and guest
Office/Receptio relations office providing 24-hour service and attended by
n highly qualified, trained and experienced staff.
Lounge
There shall be a well-appointed lounge with seating facilities,
the size of which is commensurate with the size of hotel.
Porter Service
There shall be a 24-hour porter service.
Foreign Exchange Counter
There shall be a duly licensed and authorized foreign
exchange counter.
Mailing Facilities
Mailing facilities including sale of stamps and envelopes
shall be available in the premises.
Long Distance/Overseas Calls
Long distance and overseas telephone calls shall be made
available in the establishment.
Reception Amenities
There shall be a left-luggage room and safety deposit boxes
in the establishment.
Telex and Facsimile
There shall be telex-transceiver and facsimile facilities in the
establishment.
Housekeeping
Housekeeping shall be of the highest possible standard.
Linen
There shall be plentiful supply of linens, blankets, towels,
etc., which shall be of the highest quality and shall be
spotlessly clean. The linens, blankets and towels shall be

changed daily.
Laundry/Dry Cleaning Service
Laundry and dry cleaning services shall be available in the
establishment.
Carpeting
All public and private rooms shall have superior quality
carpeting which shall be well kept at all times.
Food and Dining Room
Beverage There shall be a coffee shop and at least one specialty dining
room which are well -equipped, well- furnished and well-
maintained ,serving high quality cuisine and providing
entertainment.
Bar
Wherever permissible by law, there shall be an elegant and
well-stocked bar with an atmosphere of comfort and luxury.
Kitchen
1. The kitchen, pantry and cold storage shall be
professionally designed to ensure efficiency of operation and
shall be well-equipped, well-maintained, clean and hygienic.
2. The kitchen shall have an adequate floor area with non-
slip flooring and tiled walls and adequate light and
ventilation.
Crockery
1. The crockery shall be of elegant design and of superior
quality,
2. There shall be ample supply of it;
3. No piece of crockery in use shall be chipped, cracked or
grazed. The silverware shall be well-plated and polished at
all times.
Recreational Swimming Pool
Facilities There shall be a well-designed and properly equipped
swimming pool.
Tennis/Golf/Squash/Gym Facilities

There shall be at least one recreational facility or a tie-up
with one within the vicinity of the hotel.
Entertainment Live entertainment shall be provided.
Engineering and Maintenance
Maintenance Maintenance of all sections of the hotel (i.e., building,
furniture, fixtures, etc. shall be of superior standard.
Airconditioning
There shall be centralized air-conditioning for the entire
building (except in the areas which are at a minimum of
3,000 feet above sea level.
Ventilation
There shall be a technologically advanced, efficient and
adequate ventilation in all areas of the hotel.
Lighting
There shall be adequate lighting in all public and private
rooms.
Emergency Power
There shall be a high-powered generator capable of providing
sufficient lighting for all the guest rooms, hallways, public
areas/rooms, and operating elevators, food refrigeration and
water services.
Fire Prevention Facilities
The fire prevention facilities shall conform with the
requirements of the Fire Code of the Philippines.
General Outdoor Area
Facilities The hotel shall have a common outdoor area for guests
( e.g.,: a roof garden or a spacious common terrace.
Parking /Valet
There shall be an adequate parking space and valet service.
Function/Conference Facilities
There shall be one or more of each of the following:
conference room, banquet hall (with a capacity of not less
than 200 people seated and private dining room.

Shops
There shall be barber shop,DOT-accredited travel
agency/tour counter, beauty parlor,sundries shop.
Security
Adequate security on a 24-hour basis shall be provided in all
entrances and exits of the hotel premises.
Medical Service
A medical clinic to service guests and employees shall have a
registered nurse on a 24-hour basis and a doctor on-call.
Service and 1. Professionally qualified, highly trained, experienced,
Staff efficient and courteous staff shall be employed;
2. The staff shall be in smart and clean uniforms.
Special Business Center, limousine service and airport transfers
Facilities shall be provided.
Requirements for a First Class Hotel. The following are the minimum requirements for
the establishment, operation and maintenance of a first class hotel:
Location 1. The Location and environs including approaches shall be

suitable for a first class hotel of international standard;
2. The faade, architectural features and general construction

of the building shall have the distinctive qualities of a first class
hotel.
Bedroom Size
Facilities and All single and double rooms shall have a floor area of not less
Furnishings than twenty-five (25 square meters, inclusive of bathrooms.
*Suite
There shall be one (1 suite per forty (40 guest rooms.
*Bathrooms
1. All rooms shall have bathrooms which shall be equipped with
fittings of the highest quality befitting a first class hotel with a
24-hour service of hot and cold running water;
2. Bathrooms shall be provided with showers and or/bathtubs;
3. Floors and walls shall be covered with impervious material of
aesthetic design and high quality workmanship.
*Telephone
There shall be a telephone in each guest room.
*Radio/Television
There shall be a radio, television and relayed piped-in music in
each guest room.
*Cold Drinking Water

There shall be cold drinking water and glasses in each
bedroom.
*Room Service
There shall be a 24-hour room service (including provisions for
snacks and light refreshments.
*Furnishing and Lighting

1. All guest room shall have adequate furniture of very high
standard and very good design; floors shall have wall-to-wall
carpeting; or if the flooring is of high quality (marble, mosaic,
etc., carpets shall be provided and shall be of a size
proportionate to the size of the room; walls shall be well-
furnished with well tailored draperies of very high quality
material;
2. Lighting arrangements and fixtures in the rooms and
bathrooms shall be so designed as to ensure functional
excellence.

*Information Materials
plus prominent notices for services offered by the hotel,
including food and beverage outlets and hour of operation, fire
exit guidelines and house rules for guests.
Front Office/ There shall be a reception and information counter providing

Reception 24-hour service and staffed by trained and experienced
personnel.
*Lounge
There shall be a lobby and well-appointed lounge with seating
facilities, the size of which is commensurate with the size of the
hotel.
*Porter Service
There shall be a 24-hour porter service.
*Foreign Exchange Counter

There shall be a duly licensed and authorized foreign exchange
counter.
*Mailing Facilities
Mailing facilities including sale of stamps and envelopes shall be
available in the premises.
*Long Distance/Overseas Calls

Long distance and overseas telephone calls shall be made
available in the establishment.
*Reception Amenities
There shall be a left - luggage room and safety deposit boxes in
the establishment.
*Telex and Facsimile
There shall be available telex-transceiver and facsimile facilities
in the establishment.
Housekeeping Linen
shall be high of There shall be a good supply of linens, blankets, and towels
standard. shall be changed daily.
*Laundry/Dry Cleaning Services

Laundry and dry cleaning shall be available in the
establishment.
*Carpeting
All public and private rooms shall have high quality carpeting
which should be well kept at all times.
Food and There shall be a coffee shop and at least one specialty dining
Beverage room which are well-equipped, well furnished and well-
*Dining Room maintained, serving good quality cuisine and providing
entertainment.
*Bar
Wherever permissible by law, there shall be an elegant and well
stocked bar with an atmosphere of comfort.
*Kitchen
1. The Kitchen, pantry and cold storage shall be professionally
designed to ensure efficiency of operation and shall be well-
equipped, well-maintained, clean and tiled walls and adequate
light and ventilation.
2. The kitchen shall have an adequate floor area with non-slip
flooring and tiled walls and adequate light and ventilation.
*Crockery
1. The Crockery shall be of best quality;
2. There shall be adequate supply of it;
3. No piece of crockery in use shall be chipped, chipped or

grazed. The silverware shall be kept well-plated and polished at
all times.
Recreational Swimming Pool
Facilities There will be a well - designed and properly equipped swimming
pool.
*Tennis/Golf/Squash/Gym/Facilities
There shall be one recreational area facility or a tie-up with one
within the vicinity of the hotel.
Entertainment Live entertainment shall be provided.
Engineering and Maintenance

Maintenance Maintenance of all sections of the hotel (i.e. building, furniture,
fixtures, etc. shall be of high quality.
*Airconditioning
All private and public rooms shall be airconditioned (except in
areas which are at a minimum of 3,000 feet above sea level.
*Ventilation
There shall be technologically advanced, efficient and adequate
ventilation in all areas of the hotel.
*Lighting
There shall be adequate lighting in all public and private
rooms.
*Emergency Power
There shall be a high-powered generator capable of providing

sufficient lighting for all guest rooms, hallways, public
areas/rooms, and operating elevators, food refrigeration and
water services.
*Fire Prevention Facilities

The fire prevention facilities shall conform with the
requirements of the Fire Code of the Philippines.
General Parking/Valet
Facilities There shall be an adequate parking space and valet service.
*Function/Conference Facilities
There shall be special rooms for conference/banquet purposes.
*Shops
There shall be a DOT-accredited travel agency/tour counter,
barber shop, beauty parlor sundries shop.
Requirements for an Economy Class Hotel. The following are the minimum
requirements for the establishment, operation and maintenance of an Economy class
hotel.
Location 1. The locality and environs including approaches shall be such

as are suitable for a good hotel;
2. The architectural features and general construction of the
building shall be of good standard.
Bedroom *Size
Facilities and All single and double rooms shall have a floor area of not less
than eighteen (18 square meters, inclusive of bathroom.
Furnishings
*Bathrooms
All rooms shall have bathrooms equipped with showers and
basic fittings of good standard with cold running water on a 24-
hour basis and hot running water at selected areas.
*Telephones
There shall be a call bell in each guest room.
*Cold Drinking Water

There shall be cold drinking water and glasses in each
bedroom.
*Room Service
Room Service shall be provided at selected hours.
*Furnishing and Lighting

1. All guest rooms shall have basic furniture of good design;
floors shall be well finished;
2. .Lighting arrangements and fixtures in all rooms and
bathrooms shall be of good standard.
*Information Materials
plus prominent notices for services offered by the hotel
including food and beverage outlets and hours of operation, fire
exit guidelines and house rules for guests.
Front Office/ *Reception and Information Counter
Reception There shall be a reception and information counter providing a
24-hour service and equipped with telephone.
*Lounge

There shall be a reasonably furnished lounge commensurate
with the size of the hotel.
*Porter Service
Porter service shall be made available upon request.
*Mailing Facilities
There shall be mailing facilities.
*Long Distance/Overseas Calls

Long distance/overseas calls shall be made available upon
request.
*Reception Amenities
There shall be a left-luggage room and safe deposit boxes.
*Telex Facilities
Telex facilities shall be optional.
Housekeeping Premises shall be kept clean and tidy.
*Linen
Clean ,good quality linen/blankets/ towels, etc. shall be
supplied and changed daily.
*Laundry/Dry Cleaning Services

Laundry and dry cleaning services shall be available by
arrangement.
Food and *Dining Room

Beverage There shall be at least one equipped and well-maintained dining
room/restaurant serving good, clean and wholesome food.

*Kitchen
1. There shall be a clean, hygienic and well-equipped and
maintained kitchen and pantry;
2. The Kitchen shall have adequate floor area with non-slip
flooring and tiled walls and adequate light and ventilation.
*Crockery
The crockery shall be of good quality.
Engineering and *Maintenance

Maintenance Maintenance in all hotel in all sections (i.e., building, furniture,
fixtures, etc. shall be of good standard.
*Airconditioning
At least 50% of the rooms shall be airconditioned (except in
areas which are at a minimum of 3,000 feet above sea level.
*Ventilation
There shall be adequate ventilation in all rooms.
*Lighting
There shall be adequate lighting in all public and private rooms.
*Emergency Power
There shall be a spare generator to provide light and power in
emergency cases.
*Fire Prevention
The fire prevention facilities shall conform with the requirements
of the Fire Code of the Philippines.
General *Shops
Facilities There shall be a sundries counter.
*Security
Adequate security on a 24-hour basis shall be provided in all
entrances and exits of the hotel premises.
*Medical Service
The services of a doctor shall be available when needed.
Service and 1. The staff shall be well-trained, experienced, courteous and
Staff efficient;
2. The staff shall be in clean uniforms.
Special Airport Transfer shall be provided upon request.

Facilities
CHAPTER III
CLASSIFICATION OF AND STANDARD REQUIREMENTS FOR RESORTS
Kinds of Resorts. Resorts may be categorized as beach resort (located along the
seashore, inland resort (located within the town proper or city, island resort (located in
natural or man-made island within the internal waters of the Philippine Archipelago,
lakeside or riverside resort (located along or near the bank of a lake or river, mountain
resort (located at or near a mountain of hill and theme parks.
Classification of Resorts. For purposes of accreditation, resorts shall be classified as

follows:
Class AAA
Class AA
Class A
Special Interest Resort

Requirements for a Class AAA Resort. The following are the minimum requirements for
the operation and maintenance of a Class AAA resort:
a. Location and Environment

The resort shall be situated in a suitable location free of noise, atmospheric and
marine pollution.
b. Parking (If applicable

An adequate parking space with parking security shall be provided free to guests.
c. Facilities And Room Accommodation

The resort shall have its rooms, facilities and amenities equivalent to those of a First
Class Hotel required under section 4 hereof.
d. Public Washrooms
There shall be a clean and adequate public toilet and bathroom for male and female,
provided with sufficient hot and cold running water, toilet paper, soap, hand towel
and/or hand dryer.
e. Sports and Recreational Facilities

The resort shall offer at least four (4 sports and recreational facilities.
f. Conference/Convention Facilities
Conference/convention facilities with attached toilets shall be provided.
g. Employee Facilities
Adequate and well-maintained cafeteria, locker rooms and separate bathrooms for male
and female employees shall be provided.
Minimum Requirements for Class AA Resort. The following are the minimum
requirements for the operation and maintenance of a class AA resort:

The resort shall be located in a suitable area free of noise, atmospheric and marine
pollution.

b. Parking (if applicable
c. Facilities and Accommodations

The resort shall have its rooms, facilities and amenities equivalent to those of a
Standard Class Hotel as required under section 5 hereof.
d. Public Washrooms
provided with sufficient running water, toilet paper, soap, hand towel and /or hand
dryer.

The resort shall offer at least three (3 sports and recreational facilities.
Conference/convention facilities shall be provided.
Adequate well-maintained locker rooms and bathrooms for male and female employees
shall be provided.
Minimum Requirements for a Class A Resort. The following are the minimum
requirements for the operation and maintenance of a class A resort:

The resort shall be located in a suitable location free of noise, atmospheric and marine
pollution.
b. Parking (If applicable

c. Facilities and Accommodations

The resort shall have its rooms, facilities and amenities equivalent to those of a
Standard Class Hotel as required under Section 5 hereof.

d. There shall be a clean and adequate public toilet and bathroom for male and female,
provided with sufficient running water, toilet paper, soap, hand towel and /or hand
dryer.

The resort shall offer at least three (3 sports and recreational facilities.
Conference/convention facilities shall be provided.
Adequate and well-maintained locker rooms and bathrooms for male and female
employees shall be provided.
Section 11. Minimum Requirements for a Class A Resort. The following are the
minimum requirements for the operation and maintenance of a class A resort:

The resort shall be located in a suitable location free of noise, atmospheric and marine
pollution.
b. Parking (if applicable

c. Room Accommodations
Class A resort shall have its rooms equivalent to those of an Economy Class hotel as
required under Section 6 hereof.
d. Public Washrooms
provided with sufficient running water, toilet paper and soap.

The resort shall offer at least two (2 sports and recreational facilities
Section 12. Minimum Requirements for a Special Interest Resort. The following are the

minimum requirements for the operation and maintenance of a Special Interest
Resort:
a. Location
The camp and ground sites shall be well -drained and not subject to flooding. It shall
be distant from any source of nuisance and shall not endanger sources of any water
supply and other natural resources.
b. Lounge and Reception Counter

There shall be a reception counter and a reasonably furnished lounge commensurate
with the size of he resort.
c. Room Accommodation
There shall be at least five (5 lettable bedrooms for permanent site operations. The
bedroom shall be reasonably spacious and provided with comfortable bed(s, sufficient
and fresh supply of linen, mirror and electric fax except in places where electricity is
not available. For movable operation, a minimum of sixteen (16 guests plus the staff
shall be accommodated in tents, lean-tos and the like. Where permanent tents are
used. Flooring shall be at least four (4 inches above the ground. Tents shall be
provided with adequate beddings suitable for tropical use. Theme parks may be
exempted from this requirement.
d. Toilet and Bathroom

There shall be separate clean toilet and bathroom facilities for male and female guests
which shall be provided with sufficient supply of running water and situated in
appropriate areas. The same shall be supplied with soap and toilet paper. Adequate
portable chemical toilets shall be provided at the camp site for mobile groups. In the
absence of chemical toilets, temporary sanitary latrines shall be provided based on
acceptable Philippine standards.
e. Lighting, Furnishing and Ventilation.

Lighting arrangement and furnishings in all rooms shall be of good standard. In areas
where there is no electrical power, each room shall be provided with non-hazardous
portable lights. Adequate means of ventilation shall also be provided.
f. Staff and Service

Adequate number of trained, experienced, courteous and efficient shall be employed.

They shall wear clean uniforms at all times. The frontline staff shall have a good
speaking knowledge of English.
Section 13. General Rules on the Operation and Management of Resorts.
a. Maintenance and housekeeping - Maintenance of all sections of the resort shall be of

acceptable standard, and shall be on a continuing basis, taking into consideration the
quality of materials used as well as its upkeep. Housekeeping shall be of such a
standard ensuring well-kept, clean and pollution-free premises. A vermin control
program shall be regularly maintained in all areas of the resort. Regular and hygienic
garbage disposal system shall be maintained. Sanitation measures shall be adopted in
accordance with the standards prescribed under P.D. 856 Code on Sanitation of the
Philippines.
b. Lifeguard and Security - All resorts shall provide the services of a sufficient number
of well-trained lifeguards duly accredited by either the Philippine National Red Cross,
the Water Life Saving Association of the Philippines or any recognized organization
training or promoting safety objectives, and adequate security whenever there are
guests.
c. Medical Services - All resorts shall provide the services of a physician, either on-call
or on full-time basis, depending on their volume of operation and accessibility to
hospital or medical centers. In addition, resorts shall employ adequate first-aid who
have completed a course in first aid duly certified by the National Red Cross or any
organization accredited by the same. Adequate first aid medicines and necessary
life'saving equipment shall be provided within the premises.
d. Fire-fighting Facilities - Fire-fighting facilities shall be provided in accordance with

the Fire Code of the Philippines.
e. Signboards - Appropriate signboards shall be conspicuosly displayed outside the

establishment showing clearly the name and classification ot the resort as determined
by the Department.
f. Beach and Lakeside resort - there shall be placed on a beach or lakeside resort an
adequate number of buoys which shall be spread within the area to be determined by
the resort owner or keeper as safe for swimming purposes, and in compliance with

existing government regulations and/or local ordinances on the placing of such buoys.
g. Designated area - The distance fronting the area of the resort with adequate number
of buoys as provided in the preceding section shall be designated as the area for
swimming purposes, and no boat, banca or other crafts shall be allowed to enter the
area designated. The resort owner or his duly authorized representative shall be
empowered under these rules to enforce the above, and shall likewise designate a
portion of the beach front to be used exclusively for loading and unloading of resort
guests, unless otherwise designated elsewhere by rules and regulations specific to
area.
h. Precautionary measures
(1) In no case shall the resort management allow swimming at the beach front beyond
10:00 pm and appropriate notice shall be posted to inform the resort guests of this
regulation.
(2) Night swimming at the pool shall be allowed only if there are adequate lifeguards on
duty and when the pool premises are sufficiently lighted.
(3) Management shall post sufficient and visible signs in strategic areas in the resort or
at the beach to warn guests/customers of the presence of artificial or natural hazards,
danger or occurrences thereat.
i. Prohibited acts and practices.

(1) No pets or animals shall be allowed to bathe/swim along beaches. Likewise, pukot
fishing and washing of fish nets shall be strictly prohibited in beach resorts.
(2) Resort owners shall prohibit ambulant vendors from peddling their wares within the
resort premises in order to provide their guests a certain degree of privacy to enable
them to relax and enjoy their stay thereat.
(3) Littering in resort shall be strictly prohibited. Resort owners shall keep their
premises clean and shall adopt their own anti-littering measures.
(4) Without prejudice to existing ones no resort shall be established or constructed

within a radius of five (5 kilometers from any pollution-causing factory or plant.

CHAPTER IV
STANDARD REQUIREMENTS FOR APARTELS
Section 14. Requirements for Apartels. For purposes of accreditation, the following are
the minimum requirements for the establishment, operation and maintenance of an
apartel:
a. Size - The apartel shall have at least a minimum of TWENTY FIVE (25 lettable
apartments.
b. Apartment - The apartel Each apartment of the apartel shall have provided with
living and dining areas, kitchen, and bedroom with attached toilet and bath.
c. Living Area - The living area shall be provided with essential and reasonably
comfortable furniture.
d. Kitchen - The kitchen shall be spacious , clean, hygienic and adequately equipped
with cooking utensils. It shall also be provided with facilities for storage and
refrigeration of foods, for disposal of garbage and for cleaning of dishes and cooking
utensils.
e. Dining Area - The dining area shall be spacious and provided with dining table and
chairs, including all essential dining facilities, such as, but not limited to plates,
spoons and forks, drinking glasses, etc.
f. Toilet and Bathroom - The toilet and bathrooms shall always be clean and have
adequate sanitation and running water.
g. Bedroom - The bedroom shall be spacious and provided with comfortable bed. There
must also be provided a closet and a mirror.
h. Linen - The apartel shall have sufficient supply of clean linen shall be changed
regularly.
i. Ventilation - The apartment shall be sufficiently ventilated and, if possible, each

bedroom shall be air-conditioned or provided with an electric fan. This requirement

shall not be applicable in high altitude areas.
j. Lighting - Lighting arrangements and fixtures in all rooms shall be adequate.
k. Telephone - There shall be a telephone or a call bell button in each room.
l. Elevators - An elevator shall be provided for a building of more than three (3 storeys
whenever possible.
m. Staff and Services - The staff shall be trained, experienced, courteous and efficient.
They shall be provided with smart and clean uniform.
n. Medical Facilities - An emergency clinic, stocked with emergency medicines and

drugs to service employees and guests shall be provided. Apartel with more than one
hundred (100 apartments shall secure the regular services of a house physician.
o. Fire-fighting Facilities - The apartel shall provide fire-fighting facilities in accordance

with the Fire Code of the Philippines.
p. Lounge and Reception Counter - There shall be a reasonably furnished lounge

commensurate with the size of the apartel. The reception counter shall be attended by
trained and experienced staff and shall also be provided with a telephone.
q. Security - Adequate security on a 24-hour basis shall be provided in all entrances

and exits of the apartel premises. The apartel shall see to it that the tenants shall have
a good, peaceful and comfortable lodging during their stay in the apartel.
STANDARD REQUIREMENTS FOR TOURIST INNS
Requirements for Tourist Inns.
For purposes of accreditation, the following are the minimum requirements for the
establishment, operation and maintenance of a tourist inn:
a. Location - The tourist inn, except those already existing all the time of the
promulgation of these Rules, shall be located along the principal highways or the
transportation routes and shall open to business on a twenty-four (24 hour basis.
b. Bedroom Facilities and Furnishings - All bedroom shall have attached toilet and
bath equipped with 24-hour service of running water. They shall have adequate
natural as well as artificial light and ventilation and shall be furnished with
comfortable beds and quality furniture (mirror, writing table, chair, chair closet and
dresser. Walls shall be painted or wall papered and kept clean and pleasing to the eye.
Windows shall be furnished with clean and appropriate draperies. Floors shall be of
good flooring materials.
All single bedrooms shall have a floor area of not less than nine (9 square meters and
all twin-rooms or double-rooms shall have a floor area of not less than sixteen (16
square meters.
There shall be vacuum jugs or thermos flasks with drinking water with glasses in each
bedroom. There shall be adequate supply of clean linen, blankets and towels that shall
be changed regularly.
c. Parking - There shall be adequate parking space for vehicles proportionate to the
number of lettable rooms and other public facilities of the inn.
d. Reception - There shall be a reception and information counter attended by

qualified, trained and experienced staff. There shall be a lobby and a well-appointed
lounge for seating and/or reading purposes.
e. Telephone - There shall be adequate telephone facilities for the use of all guests in all
public areas. Services for long distance telephone calls or overseas shall be made
available to guests.
f. Radio/Television - There shall be provisions for radios and/or television sets for the
use of guests upon request.
g. Dining Room - There shall be well-equipped, well-furnished and well-maintained

dining room/restaurant for its guests as well as the public in general. A kitchen,
pantry and cold storage shall be designed and organized to ensure efficiency of
operation and shall be well-maintained, clean and hygienic.

h. Security - Adequate security shall be provided to all guests and their belongings.
i. Emergency Power - Inns with more than fifty (50 lettable rooms shall have emergency
power facilities to light the common areas and emergency exits in case of power
failure.
j. Fire Fighting Facilities - Adequate fir fighting facilities shall be available as required
and specified by the local fire department in the locality and/or the Fire Code of the
Philippines.
STANDARD REQUIREMENTS FOR MOTELS
Requirements for motels - for the purposes of accreditation, the following are the
minimum requirements for the establishment, operation, and maintenance of motels:
a. Location - The motel, except those already existing, shall be located along or close to
the highways or major transportation routes. It shall have at least ten (10 units.
b. Garage- The motel shall have an individual garage or a common parking space for
the vehicle of its guests.
c. Bedroom - Each unit shall be provided with a fully air-conditioned bedroom, or at

least, an electric fan, and shall be furnished with comfortable bed/s clean pillows,
linen and bedsheets.
d. Toilet and Bathroom - The units shall be provided with attached toilet and bathroom
with cold and hot water, clean towels, tissue paper and soap.
e. Telephone - There shall be a telephone or call-bell in each unit.
f. Staff and Service - The motel staff shall be trained, experienced, courteous and
efficient. They shall wear clean uniform while on duty.
g. Medical Services - Medical service4s on an emergency basis shall be made

available.

h. Fire fighting-Facilities - Adequate fire-fighting facilities shall be provided for each
separate unit/building, in accordance with the Fire Code of the Philippines.
i. Lighting - Lighting arrangement and fixtures in all units shall be adequate.
j. Housekeeping - Efficient housekeeping shall be maintained.
k. Maintenance - efficient maintenance of the motel in all its sections (i. e. building
ground, fixtures, furniture, public rooms, air-conditioning, etc. shall be provided on a
continuing basis.
l. Other Facilities - The motel may, at its option, serve food and drinks exclusively to its
guest, and install such other special facilities necessary for their business.
m. Signboard - All motel shall keep and display in a conspicuous place outside the
establishment a signboard showing clearly the name of the motel.
Registry - All motels shall keep a Motel Registry Book. All guest seeking
accommodation in the establishment shall be required to register the particulars in the
Registry Book:
a. Full name;
b. Address;
c. Number, date and place of issue of Residence Certificate Class A or Driver's License,
or Passport
The motel management is required to maintain a separate logbook of the plate number
of the vehicles or cars used to its customers or guests coming into or leaving the
motels.
Entry in the Motel Registration Book - The date prescribed in the preceding section
shall be entered forthwith by the guests, or if unable to write, by the keeper or motel
clerk.
Minors to be Accompanied by Parents or Guardian - No motel shall accept for lodging

or accommodation any person below 18 years of age unless accompanied by a parent
or guardian.

Departure of Guests - On the departure of the guests, the motel clerk shall record in
the Registry Book of the date and hour of their departure.
Room Rates - In addition to daily rates, motels may likewise impose wash-up rates. No
guest who desires to be accommodated on a daily rate basis shall be refused.
The rental rate shall be posted prominently at the reception counter and/or at the door
of each room.
STANDARD REQUIREMENTS FOR PENSIONS
Requirements for Pensions - For purposes of accreditation, the following are the
minimum requirements for the establishment, operation and maintenance of a
pension.
a. Size - A pension shall have a five (5 lettable rooms).
b. Bedrooms - The bedrooms shall be provided with sufficient number of comfortable

beds commensurate with the size of the room.
Each room shall have adequate natural as well as artificial light and ventilation. It
shall be provided with at least an electric fan, writing table, a closet, a water jug with
glasses proportionate to the number of beds in the room.
Rooms shall be clean and presentable and reasonably furnished to depict the true
atmosphere of a Filipino home.
c. Common Toilet and Bathroom - The establishment shall provide a toilet and
bathroom to be used in common by the guests. There shall be at least one (1 toilet and
one (1 bathroom/shower for every five (5 guests.
d. Linen - There shall be adequate supply of clean linen and towels. Soap and tissue
paper shall be provided at all times.
e. Living Room - There shall be a reasonably furnished lounge or living room area
commensurate with the size of the pension where guests may receive visitors, watch
television or read.
f. Dining Room - The pension shall have a dining room which shall be available for the
common use of its guests.
APPLICATION FOR ACCREDITATION
Filing of Application - Any person, partnership, corporation or other entity desiring to

secure an accreditation from the Department shall accomplish in duplicate and file
with the Department, the application prescribed for such purpose.
Supporting Documents to be submitted with Application Unless otherwise

indicated in the form, the application shall be accompanied by two copies of the
following documents:
a. In case of corporation or partnership, a certified true copy of the Articles of

Incorporation, its by-laws, or Articles of Partnership and Amendments thereof, duly
registered with the Securities and Exchange Commission, and Business Name
Certificate; in case of single Proprietorship, Business Name Certificate and
amendments thereof, if any.
b. Applicant's latest income tax return and audited financial statements for the
preceding year of its operation (not applicable for new establishments.
c. List of the names of all officials and employees and their respective designations,
nationalities, home addresses; for alien personnel- valid visa from the Bureau of
Immigration and the appropriate permit from the Department of Labor and
Employment.
d. Mayor's permit and/or municipal license.
e. Such other papers or documents as may be required from time to time by the
Department.
Creation of an Inspection Team - After the application form has been filed, the
Department shall create an inspection team composed of at least two (2 members from
the Department.
Ocular Inspection of Establishment and Immediate Premises. - Upon receipt of its

mission order, the inspection team shall conduct an ocular inspection of the
establishment and its immediate premises for the purpose of determining whether it
meets the standards set by the Department for the establishment's accreditation. The
DOT team shall be accompanied by a representative of the establishment during the
inspection.
Checklist to be Accomplished During Ocular Inspection of Establishment. - The team

shall provide itself with a set of checklist of the requirements for the establishment. All
deficiencies found, as well as the requirements complied with shall be noted in the
checklist.
All the Observations of the Applicant Shall be Entered in the Checklist. - Any
observation of the applicant or his duly authorized representative present at the time
of the inspection on any adverse finding of the team shall be entered in the checklist.
The applicant shall then be furnished with a copy of the accomplished checklist.
Report of the Team - Within five (5 days from the date of the inspection of the
establishment and its immediate premises, the team shall render a report of its
findings and/or recommendations.
Issuance of Certificate of Accreditation - If the applicant has satisfactory complied with

the prescribed minimum requirements, the Department shall then issue the Certificate
of Accreditation in favor of the applicant.
Validity of Certificate of Accreditation - The Certificate of Accreditation shall be valid for

a period of one (1 year from the date of issue, unless sooner revoked by the
Department.
Accreditation Fees - The following schedule or accreditation fees shall be collected from
the applicants that have complied with the pertinent requirements for accreditation:
Hotel
Deluxe Class P2,200.00
First Class 1,980.00

Standard Class 1,650.00
Economy Class 1,100.00
Resort
Class AAA P2,200.00

Class AA 1,100.00
Class A 550.00
Special Interest Resort 550.00
Tourist Inn P 550.00

Apartel P 385.00
Pension House P 220.00
Motorist Hotel P 220.00
GROUNDS FOR CANCELLATION OF ACCREDITATION
Grounds for Cancellation of Accreditation - Any of the following acts, omissions or

offenses shall sufficient grounds for the cancellation of accreditation:
a. Making any false declaration or statement or making use of any such declaration or
statement or any document containing the same or committing fraud or any act of
misrepresentation for the purpose of obtaining the issuance of accreditation;
b. Failure to comply with or contravene any of the conditions set forth in the certificate
of accreditation;
c. Failure to meet the standards and requirements for the operation of the
establishment;
d. Allowing or permitting the establishment of its facilities to be used for illegal,

immoral or illicit activities; and
e. Violation of or non-compliance with any of the provisions of these Rules,

promulgated orders, decisions and circulars issued by the Department and other
concerned agencies.

SUPERVISION OF ACCREDITED ESTABLISHMENTS
Display of Certificate of Accreditation - The certificate of accreditation shall be

displayed in a conspicuous place of the establishment.
Non-Transferability of Certificate of Accreditation - The rights over the accreditation

shall be non-transferable.
Periodic Inspection - When necessary or when public good dictates, the Department
may send an inspection team to the establishment for the purpose of finding out
whether it is being kept and /or managed in a manner comfortable to the standards
set by the Department. The inspection shall be conducted at a reasonable time of the
day with due regard and respect accorded to the right to privacy of parties concerned.
Defects and Deficiencies Found During the Inspection - Where certain defects and
deficiencies have been found in the courses of the inspection, the Department shall
give direction to the keeper, manager or operator to rectify the defects or deficiencies
within a reasonable period of time.
Penalty for Failure to Remedy the Defects, etc. If the management fails to remedy the
defects of deficiencies, the Department may revoke the Certificate of Accreditation of
the Establishment.
Gambling and Disorderly Conduct - Hotel, resort, tourist inn, motel, apartel and
pension house keepers, managers or operators shall exert all efforts not to allow
gambling or any form, drunkenness, or disorderly conduct of any kind by anyone in
the establishment and its immediate premises.
Prostitution and Other Immoral/Illegal Activities - Managers or operators of hotels,

resorts, tourist inns, motels, apartels and pension houses shall exert all possible
efforts not to permit any person whom they know or have reason to believe to be either
a prostitute, a pedophile or of questionable character to occupy a room or to enter the
premises. To accomplish this end, they shall immediately report to the nearest police
station the presence of any such person in the premises.
MISCELLANEOUS PROVISIONS

Confidential Character of Certain Data - Information and documents received or filed
with the Department in pursuance of the requirements of these Rules shall be treated
as confidential and shall not be divulged to any private party without the consent of
the party concerned.
Separability Clause - The provisions of these Rules are hereby declared separable, and
in the event that anyone or more of such provisions are declared invalid, the validity of
all other provisions shall not be affected thereby.
Repealing Clause - All existing Rules and Regulations Circulars issued by the
Department of Tourism which are inconsistent with the provision of these Rules, are
hereby repealed and /or modified accordingly.
Effectivity - These Rules and Regulations shall take effect immediately.
APPROVED AND PROMULGATED THIS 26TH DAY OF AUGUST 1992, MANILA,

PHILIPPINES,

Self-Check 1.1-1
Multiple Choices:
Choose the best answer. Write the letter of your choice on your answer sheet.
1. It is simple words means maintaining a house on a daily or long term basis or

looking after its cleanliness, unkeep and smooth running, at the same time check all
the fixtures like taps, geysers, electric wiring, bulbs, tubes, fans, plug point are in good
working conditions.
A. Household
B. Housekeeping
C. Room Service
D. Front Office
2. It is the duty of the housekeeping department to ensure comfort and a welcoming
atmosphere to the guests as well as strive to extend courteous, reliable and
satisfactory service from staffs of all departments.
A. Comfort
B. Cleanliness and Hygiene
C. Hygiene
D. Privacy
3. A high standard of cleanliness and general upkeep in all areas. Clean and well
maintained areas and equipments create a favorable impression on the guest.
A. Comfort
C. Hygiene
D. Privacy
4. Is maintained especially in the wash rooms, toilets, pool changing room, health club,
etc.
A. Comfort
C. Hygiene
D. Privacy
5. Housekeeping staffs ensure the privacy of the guests and they should be trained
with proper procedures to enter the room.
A. Comfort
C. Hygiene
D. Privacy

6. The housekeeping department staffs should ensure the safety and security of the
guests with the help of security services.
A. Comfort
B. Safety and Security
C. Hygiene
D. Dcor
7. This work is an art and the housekeeping staff is mainly responsible for creating a
pleasant atmosphere.
A. Comfort
B. Safety and Security
C. Hygiene
D. Dcor
8. Is a skill that requires to be developed by the housekeeper, as it not only provides

comfort to the guest, but also adds to the pleasant ambience of a guests room.
A. Bed Making
B. Linen Management
C. Laundry Services
D. Pest Control
9. This involves all functions from purchase of linen to laundering, storage, supplies
and to condemnation.
D. Pest Control
C. Laundry Services
B. Linen Management
A. Bed Making
10. The relationship between the housekeeping and laundry is significant for the
smooth functioning of housekeeping services.
A. Bed Making
B. Linen Management
C. Laundry Services
D. Pest Control
11. Is another major job of the Housekeeping Department. It speaks badly of a hotel
where one sees rats, cockroaches, and lizards running around. Therefore, pest
control is one of the primary responsibilities of the housekeeping department.
A. Bed Making
B. Linen Management
C. Laundry Services
D. Pest Control
12. The room keys have to be handled efficiently and safely before and after letting the
room.
A. Bed Making
B. Key Control
C. Laundry Services
D. Safety and Security
13. If the guests and staff always fear for their safety and the safety of their belongings,
the atmosphere will be very tense.
A. Bed Making
B. Key Control
C. Laundry Services
D. Safety and Security
14. These arts and crafts have to be well maintained by the housekeeping department.
Decorating flowers is a creative and stimulating art which often carries a message or
theme. Flowers and indoor plants add colour and beauty to a room.
A. Bed Making
B. Interior Decoration
C. Laundry Services
D. Room Maintenance
15. Good housekeeping department is just as responsible for the hotel's maintenance
as an engineering department.

A. Bed Making
B. Interior Decoration
C. Laundry Services
D. Room Maintenance

Answer Key 1.1-1
1. B
2. A
3. B
4. C
5. D
6. B
7. D
8. A
9. B
10. C
11. D
12. B
13. D
14. B
15. D

Interpersonal skills: Communication and listening Skills
In the previous information sheet, we have discussed the used Hotel Codes and
Regulations.
In this lesson, you will be introducing to the Guest cycle in hotel services,
reviewing the guest arrival list and guest history based on guest folio, use guest greet
and acknowledge of name whenever possible, prepare upselling and selling techniques
in accordance with industry policy and procedures and advise Guest courteously on
correct usage of equipments.
Guest Cycle

I-Guest Cycle:
The guest cycle describes the activities that each guest passes by from the moment
he/she calls to communicate a reservation inquiry till he/she departs from the hotel.
In fact, the guest cycle encompasses 4 different stages, which are depicted in the
underneath diagram:
Pre-Arrival Arrival Occupancy Departure
Each stage of the guest cycle is associated guest service, and guest accounting
activity (ies).
1. Guest services:
Reservation Registration Occupancy services Check-out and history
2. Guest Accounting:
Establishment of credits Posting charges Night auditing settlement of accounts
Below is a description of the activities undertaken at each stage of the guest cycle:
1. Pre-arrival:
At the pre-arrival stage, the hotel must create for every potential guest a reservation
Record. Doing this initiates the hotel guest cycle. Moreover, reservation records help
personalize guest services and appropriately schedule needed staff and facilities
The reservation department should, then, complete all the pre-registration activities
and prepare guest folios (applicable only for automated systems). Doing so will
eventually maximize room sales by accurately monitoring room availability and
forecasting room revenues
2. Arrival:
At the arrival stage, registration and rooming functions takes place and the hotel
establishes a business relation-ship with the guest.
The check-in clerk should determine the guests reservation status (i.e. pre-registered
guests versus walk-ins). Later, he/she shall prepare a registration record or make the
guest sign the already-printed pre-registration record (under some of the semi-
automated and all fully automated systems).
The registration records shall include the following personal and financial items:
a) Personal information:
1. Name and Surname of the guest along with billing address, telephone
number, and any other coordinates
2. Passport number, birth certificate, and/or driving license number (whatever
applicable)
3. Any special needs or requests
4. Guest Signature
b) Financial information:
1. Date of arrival
2. Expected date of departure or length of stay depending on how the system in
the hotel is designed
3. Assigned room number
4. Assigned room rate
5. Guest's intended method of payment
Registration records can be used for various purposes:
a) Satisfy guest needs

b) Forecast room occupancies
c) Settle properly guest accounts
d) Establish guest history records at check-out [personal & financial information]
e) Assign a room type and a room rate for each guest
f) Determine long-run availability [i.e. reservation information] versus short-run
availability [i.e. room status]
g) Satisfy special categories of guests such as disabled people through barrier-free
designs

3. Occupancy:
At the occupancy stage, the front office department shall coordinate guest services in
a timely and accurate manner. Moreover, front office clerks should encourage repeat
guests by paying a great attention to guest complaints. This is ensured by placing
complaint and/or suggestion cards in every public place and revenue centers in the
hotel. Moreover, the hotel shall, at least on a daily basis, collect comment cards,
proceed with their analysis, and provide positive feedback to guest as soon as possible.
In addition, shall design effective procedures in order to protect the funds and
valuables of guests. This might be ensured through guest key control, property
surveillance, safe deposit boxes, and well designed emergency panels and exits
Another activity at occupancy is to process posting of guest charges [i.e. post room
rates, F&B charges, additional expenses, and taxes] to various guest folios, master
Folios While doing so, front office clerks shall continuously check for deviations from
the house limit, and take corrective measures as to change the status of the guest to
Paid-in-advance. Finally, front office clerks shall periodically review Account Balances
in coordination with the night auditor.
4. Departure:
At the departure stage, the guest shall be walked out of the hotel. Moreover, front
office clerks shall create guest history record. Finally, cashiers shall settle guest
account outstanding balances [i.e.: balance the Guest account to 0]
In general, a proper checkout occurs when the guest:
a) Vacates the room

b) Receives an accurate settlement of the guest account
c) Returns room keys
d) Leaves the hotel
At departure, checkout personnel should encourage guests to consider returning to
the hotel on any future date. That's why cashiers should act like a true sales person,
and might eventually accept guest future reservations. That way, the stages of the
guest cycle become really a cycle (i.e. start from where it ends).

If at departure, the guest account is not fully settled, then late charges accumulate.
In such an undesired case, the responsibility of collection lies within the accounting
department, however the front office department shall provide all necessary types of
information to make this collection easier, quicker, and feasible.
II- Front Office Systems:

Until the 1960's, nearly all hotels were operating under the manual system. At late
70's, with the introduction of computers, hotels shifted to semi-automated systems.
Nowadays, most of the five-star hotels operate under the fully automated system. Below
is a brief description of the three different systems under which hotels might operate.
1. Non-automated [manual] systems: This very system is the one characterized by the
sole usage of hands. In fact, all formats, procedures, and different kinds of
calculations are done manually.
2. Semi-automated [Electro-mechanical] systems: This system gets use of some
Electro-mechanical equipment. In fact, under the semi-automated system, each
department might have its own computer system under which it handles all its
operations.
3. Fully automated [computer based] systems: That's the best system ever used in the
hotel industry. In fact, it is characterized by the excessive use of departmental
software package programs integrated and connected to a main frame or terminal
situated at the front office department.
III-Guest Cycle under Three Different Systems:
At this stage, it is essential to notice that the following stages of the guest cycle under
the three different systems do not conflict with each other. In fact, the only differences
are due to the nature of the system use. Therefore, what will be discussed above is not
the repetition of the sequence; rather only differences will be highlighted.
1. Non-automated systems:
A- Pre-arrival activities:
At the pre-arrival stage, reservation requests should be introduced in a loose-leaf

notebook or index card. Moreover, only reservations up to 6 months horizons shall be
honored. Lastly, it is not practical, under this very system, to issue reservation
confirmation numbers, initiate pre-registration activities (at the exception of VIP and
groups) and prepare occupancy forecasts. The reason is time and money loss along
with insufficient labor force to manually conduct all the above mentioned activities.
B- Arrival activities:
At the arrival stage, guests shall either sign a page in the registration book or fill
manually a registration record. Under this very system, the most widely used front
office equipment is the room rack, in which registration records are inserted to serve
as room rack slips. Moreover, registration books and records shall be time stamped as
an internal control proving when the guest exactly came, who registered him/her
Lastly; guest folios shall be opened for each registered guest.
C- Occupancy activities:
Under the occupancy activities, registration records shall be prepared with multi-
copies. In fact, one copy shall be distributed to room rack, another stamped to the
guest folio, another given to switchboard operators, and a final copy handed to the
uniformed service personnel. Lastly, guests with charge privileges charges and
payments shall be posted to respective guest folios.
D- Departure activities:
At departure stage, cashiers should settle each guest account's outstanding balance
and get room keys back from guests. Moreover, cashiers shall notify the housekeeping
department that the room is no more occupied (i.e. room status change) to let this very
department clean the room and prepare it for new arrivals. In addition, cashiers shall
remove room rack slips from room racks to indicate departure. Lastly, these very rack
slips of departed guests shall be filed in a cardboard box to serve as a guest history
record
2. Semi-automated systems:

This very system is less common in small and middle size hotels. For, these very
hotels, financially wise, might not afford the huge investments associated with the
installation of different hardware and software.
The main advantage of this very system over manual system is that various reports
can automatically be generated. However, the major disadvantages associated with this
system are various complexities of operating and controlling devices due to the fact
that this equipment are not integrated with other systems and are subject to frequent
maintenance problems.
At this very stage, guests can either call a national reservation network or directly
contact the hotel. Moreover, reservation clerks can prepare pre-registration records,
guest folios, and information rack slips.
At this very stage, already reserved guests shall verify their pre-registration forms
and have only to sign it. On the other hand, walk-ins shall complete a multiple copy
registration record from the beginning.
At the occupancy stage, in order to track the different guest charge expenditures and
all other possible guest transactions, hotels get an intensive use of various kinds of
vouchers. Moreover, the most widely used equipment, under this very stage, is the
mechanical cash registers and front office posting machines. Lastly, under this very
stage, night auditor shall continuously resolve any discrepancy in guest accounts and
efficiently reconcile guest folios.
At this very stage, cashiers shall relay room status information to the housekeeping
department. Moreover, they should place registration records of departed guests in
propertys guest history files.

4. Fully automated systems:
Under this stage, the reservation department is equipped with a software package,
which is interfaced and connected with one or more central reservation office(s).
Moreover, the reservation department can automatically generate letters of
confirmation, produce requests for guest deposits and handle pre-registration activities
for all types of guests and generate daily expected arrival lists, occupancy and revenue
forecast lists
At this stage, various reservation records can be transferred to front office

department. Moreover, hotels might be equipped with an on-line credit authorization
terminals for timely Credit Card Approval, self check-in / check-out terminals. Lastly,
all guest charges and payments are saved in electronic guest folios.
As far as walk-ins are concerned, all registration activities should be initiated from
the very beginning.
Under this very stage, guest purchases at different revenue outlets are electronically
transferred and posted to appropriate guest accounts. Moreover, the front office
department can run and process continuous trial balances and, therefore, eliminate
the tedious work for the Night Auditor.
At this very stage, cashiers can automatically produce bills to be sent to various
guests with direct billing privileges and create electronic guest history records.
IV- Front Office Forms:

At different stages of the guest cycle different forms are used depending on which
operating system a hotel chooses. Below are some of the common forms used:
1. Pre-arrival activities:
a) Reservation record or a reservation file

b) Letter of confirmation
c) Reservation rack and reservation rack slips
2. Arrival activities:
a) Registration card (or record) or registration file
b) Room rack and room rack slips
3. Occupancy activities:
a) Guest folio: shall be of duplicate forms and pre-numbered for cross-indexing control
purposes
b) Vouchers: support documents detailing facts of a transaction, but does not replace
the source document (i.e. the invoice). Examples of vouchers might include charge
vouchers, allowance vouchers, paid-out voucher, and correction vouchers
c) Information rack slips
4. Departure activities:
a) Credit card vouchers

b) Cash vouchers
c) Personal check vouchers
d) Transfer vouchers
e) Guest history records
V- Front Office Functional Organization:

Whatsoever system and setting the hotel might use, it should reflect easy access to
the equipment, forms, and supplies necessary. Moreover, the setting shall reflect
position flexibility. Moreover, nowadays trend shows that traditional mail, message, and
key racks are unnecessary at the Front Desk. Rather, they shall be stored in drawers
or slots located under or away from the Front Desk. For, this would ensure security
and safety of guests.
1. Front Desk designed alternatives:
a) Circular or semi-circular structure: this very structure provides an effective service

to more guests and appears more modern and innovative but since guests will
approach the Front Desk from all angles, more staff is needed.
b) Traditional straight desk: Under this very design, fewer staff is needed, but fewer
guests can be served at the same time.
c) Deskless environment: Under this design, there is no Front Desk at all. This is
usually replaced by a hostess, or steward welcoming the guest, seating him or her
on a chair/sofa, and conduct registration activities there while, for example, having
a cocktail or a drink.
VI- Front Office Equipment:
1. Room rack
2. Mail, message, and key racks
3. Reservation racks
4. Information racks
5. Folio trays or folio buckets
6. Account posting machine
7. Voucher racks
8. Cash registers
9. Telephone equipment

Self-Check 1.1-2
Multiple Choices:
Choose the best answer. Write the word of your choice on your answer sheet.
Semi-automated Pre-arrival Front Office Arrival

systems activities Systems
Departure Departure Occupancy Occupancy
activities activities
Arrival activities Pre-arrival
1. ________________________The hotel must create for every potential guest a

reservation Record. Doing this initiates the hotel guest cycle. Moreover,
reservation records help personalize guest services and appropriately.
2. ________________________Registration and rooming functions takes place and the
hotel establishes a business relation-ship with the guest.
3. ________________________The front office department shall coordinate guest
services in a timely and accurate manner. Moreover, front office clerks should
encourage repeat guests by paying a great attention to guest complaints.
4. ________________________The guest shall be walked out of the hotel. Moreover,
front office clerks shall create guest history record. Finally, cashiers shall settle
guest account outstanding balances.
5. ________________________Until the 1960's, nearly all hotels were operating under
the manual system. At late 70's, with the introduction of computers, hotels
shifted to semi-automated systems. Nowadays, most of the five-star hotels
operate under the fully automated system.
6. ________________________Reservation requests should be introduced in a loose-
leaf notebook or index card. Moreover, only reservations up to 6 months horizons
shall be honoured. Lastly, it is not practical, under this very system, to issue
reservation confirmation numbers, initiate pre-registration activities (at the
exception of VIP and groups) and prepare occupancy forecasts.
7. ________________________Guests shall either sign a page in the registration book
or fill manually a registration record. Under this very system, the most widely
used front office equipment is the room rack, in which registration records are
inserted to serve as room rack slips.
8. ________________________Registration records shall be prepared with multi-copies.
In fact, one copy shall be distributed to room rack, another stamped to the guest
folio, and another given to switchboard operators, and a final copy handed to the
uniformed service personnel. Lastly, guests with charge privileges charges and
payments shall be posted to respective guest folios.
9. ________________________Cashiers should settle each guest account's outstanding
balance and get room keys back from guests. Moreover, cashiers shall notify the
housekeeping department that the room is no more occupied (i.e. room status
change) to let this very department clean the room and prepare it for new
arrivals. In addition, cashiers shall remove room rack slips from room racks to
indicate departure.
10. ________________________This very system is less common in small and
middle size hotels. For, these very hotels, financially wise, might not afford the
huge investments associated with the installation of different hardware and
software.

Answer Key 1.1-2
Multiple Choices:
1 Pre-arrival 6 Pre-arrival activities
2 Arrival 7 Arrival activities
3 Occupancy 8 Occupancy activities
4 Departure 9 Departure activities
5 Front Office Systems 10 Semi-automated systems

Up-selling and Selling Techniques

In the previous information sheet, we have discussed the Guest cycle in hotel
services, reviewing the guest arrival list and guest history based on guest folio, use
guest greet and acknowledge of name whenever possible, advise Guest courteously on
correct usage of equipments.
In this lesson, you will be introducing to the preparing of upselling and

selling techniques in accordance with industry policy and procedure.
Upselling
is a valuable technique for increasing a hotels growth and profitability. However, its
not just a tool for increasing profits, but also a means of increasing customer
satisfaction because you are suggesting additional products or services that will
enhance their stay. Upselling is particularly effective when you have established
trusting relationships with existing clients. Because these customers know and trust
your business practices and service level, theres an expectation of quality. These
techniques can be both simple and profitable.
Rooms
Upselling rooms at the front desk relates to room availability, according to hospitality
consulting agency HVS, and begins with a subtle version of the simple question,
Would you like a better room? One upselling technique involves granting front desk
staff the autonomy to adjust room rates for empty premium rooms to secure the sale.
For example, a guest who booked a room for $400 a night might not pay $1,000 for a
premium room, but may be upsold to purchase an empty premium room for $750
still netting a profit.

Food and Beverage
Some major hoteliers believe the key to a hotels financial success lies in banquets and
catering. Thus, upselling techniques should apply to the hotels food and beverage
division. For example, instead of merely handing a standard menu to clients with
questions about organizing events and verbally offering upsells, create customized
menus with specialized offerings and pricing.
Offer both premium and deluxe drink options on beverage catering menus. Clients
may choose premium, perceiving its a better value. Specialized event bars might
include a martini bar, vodka bar or mojito bar.
Its also recommended that clients get the opportunity to see, smell and taste their
options. A physical understanding of the goods and services increases the likelihood of
an upsell, instead of mere words on a page.
Event Add-Ons
Clients seeking information about booking events are ideal candidates for an upsell.
Table centerpieces, audio-visual equipment, setup fees, room rentals and coat check
room are all viable upselling opportunities.
Training
The biggest obstacle to upselling in hotels is when sales people or hotel staff neglect to
ask whether customers are interested in upgrades or additional goods. Training and
education can help staff members understand the value of products, services or
solutions offered to guests.

Staff members can be trained to recognize elite credit cards, thus identifying more
likely candidates for upsells. These cards have high annual fees and high spending
thresholds.

Self-Check 1.1-3
Multiple Choices:
Choose the best answer. Write the word of your choice on your answer sheet.
Food and Upselling Training Rooms Event Add-

Beverage Ons
1. ________________________ is a valuable technique for increasing a hotels growth and

profitability.
2. ________________________Upselling rooms at the front desk relates to room availability,
according to hospitality consulting agency HVS, and begins with a subtle version of the
simple question, Would you like a better room?
3. ________________________Some major hoteliers believe the key to a hotels financial
success lies in banquets and catering. Thus, upselling techniques should apply to the
hotels food and beverage division.
4. ________________________Clients seeking information about booking events are ideal
candidates for an upsell. Table centerpieces, audio-visual equipment, setup fees, room
rentals and coat check room are all viable upselling opportunities.
5. ________________________The biggest obstacle to upselling in hotels is when sales
people or hotel staff neglect to ask whether customers are interested in upgrades or
additional goods. Training and education can help staff members understand the value
of products, services or solutions offered to guests.

Answer Key 1.1-3
Multiple Choices:
1 Upselling
2 Rooms
3 Food and Beverage
4 Event Add-Ons
5 Training

Basic Operational Skills on Facilities and Equipment

guest needs.
In the previous information sheet, we have discussed the preparing of upselling

and selling techniques in accordance with industry policy and procedure.

In this lesson, you will be introducing to advise guests courteously on correct
usage of equipment, promptly report malfunctions in accordance with Standard
Operating Procedures, and where possible, alternative arrangements are made to meet
guest needs and agree a collection time for requested equipment upon where
appropriate.
Guests are courteously advised on correct usage of equipment
You should always explain to the guest how to use the equipment in the establishment.
It is extremely important that when you are advising a guest on how to use equipment
that you are courteous when explaining the use of a simple piece of equipment, such
as an iron you ask whether the guest is familiar with using this type of iron and you
might only need you to remind the guest to turn the appliance off when they have
finished.
With an international guest, who may not be familiar with the symbols on the
appliance, a more detailed explanation or demonstration of how to use the appliance
might be necessary.
In the case of a hair-dryer, you might remind the guest not to use the appliance near
water.
It is essential that you are very familiar with the use or operation of all the
housekeeping items before you advise a guest. If you are at all unfamiliar or uncertain,
ask your workplace tutor for advice.
What in-room equipment do guests need help with?
Guests frequently seek assistance with the use of in-room equipment, including:
Television
Air conditioning

Telephone
Internet
Safe
Kitchen appliances
Alarm clock
The reasons guests usually need assistance is because:
The instructions are poor or complicated
They are unfamiliar with the brand
English language restraints
Disability
Managing Malfunctions of in-room equipment
Most establishments have a procedure in place for managing in-room equipment

malfunctions.
In general, you have four options:
Fix the problem yourself.
Refer the problem to maintenance.
Replace the item.
Change the guest room.
Fix the problem yourself

Only fix problems within the scope of your responsibilities and capabilities.
Refer all other problems to maintenance.
Refer the problem to maintenance
Call maintenance as soon as you discover a malfunction.
Refer all malfunctions to maintenance that you are not qualified to fix.
Replace the item
Many malfunctions are of small items that can be replaced quickly and easily,
such as:
Kettle
Hairdryer
Alarm clock
These items are then sent to maintenance to be fixed.
For larger and more complicated items refer to maintenance or arrange a room
change for the guest.
Change the guest room
If the guest needs to be moved to another room you will first need to arrange a
new room with reception.
Assist the guest with the move.
Report the malfunction (in the original room) to maintenance
Self-Check 1.1-4
Enumeration:

Enumerate the following information.
1. (Give the 7) Guests frequently seek assistance with the use of in-room equipment
2. (Give four) The reasons guests usually need assistance is because
3. What are the four options most establishments have a procedure in place for
managing in-room equipment malfunctions.

Answer Key 1.1-4
Multiple Choices:
1. (Give the 7) Guests frequently seek assistance with the use of in-room equipment
a. Television
b. Air conditioning
c. Telephone
d. Internet
e. Safe
f. Kitchen appliances
g. Alarm clock
2. (Give four) The reasons guests usually need assistance is because
a. The instructions are poor or complicated
b. They are unfamiliar with the brand
c. English language restraints
d. Disability
3. What are the four options most establishments have a procedure in place for
managing in-room equipment malfunctions.
a. Fix the problem yourself.
b. Refer the problem to maintenance.
c. Replace the item.
d. Change the guest room

Personal Hygiene
1. Properly check the personality hygiene.
In the previous information sheet, we have discussed the advise guests

courteously on correct usage of equipment, promptly report malfunctions in
accordance with Standard Operating Procedures, and where possible, alternative
arrangements are made to meet guest needs and agree a collection time for requested
equipment upon where appropriate.
Hygiene and Sanitation
Modern day cleaning or housekeeping goes much beyond just keeping the place look
clean and neat. It involves keeping it hygienically clean. This subtle difference between
housekeeping and hygienic housekeeping requires minute understanding of the
hygiene issues related to cleaning that are not immediately visible but have profound
effect on the efficiency of the workforce in any workplace premises or the guestroom in
a hotel.
Workplace hygiene has direct effect on the productivity of an e mployee. We have

devised various training programmes to educate and make our employees aware of the
importance of hygiene in housekeeping. We also use world class cleaning tools and
products to add value to the process of housekeeping in our hotel. Being a
microbiologist, Sumedha makes sure that finer aspects of housekeeping, including
personal hygiene and food safety, are taken care of by the staff. Globalisation has given
rise to an influx of international visitors into India They are well aware of the
international standards of hygiene and housekeeping, and expect to see the same
standards being followed in the hotels and resorts, especially the international chains
operating in India. We have therefore to keep ourselves and our employees up-to-date
with the latest international trends, and even train them from that perspective from
time to time
Most of the five star hotels and resorts concentrate on food safety and personal
hygiene. Workplace hygiene is an issue which does not get its due recognition. Putting
up posters, hand washing machines, sanitizers, dustbins all over the workplace is not
just enough to ensure hygiene. Use of right kind of machinery is also equally
important. As Balamurugan puts it, Cleaning can be done either by hand held
vacuum cleaner or backpack vacuum cleaner depending on the availability in that
property. Again, it depends on the area which you want to clean.
The choice of machine is important because use of wrong equipment will result in loss
of time, energy and productivity.
Hygiene, if it is to be maintained at an optimum level requires investment. Here we are

not talking about basic norms of hygiene but hygiene that goes beyond just sweeping
and swabbing. To meet the high expectations & standards and to ensure high employee
performance by keeping the workplace germ and bacteria free, the management needs
to have cleaning capital.
It is observed that be it international class hotels or any business houses in India, the
percentage of money reserved for keeping the premises clean in the total budget is very
less. Again, the percentage varies from property to property and seems to be absolutely
need based. Out of the total budget to meet requirements of her department in a five
star Spa like The Lalit, 20% of the total budget is utilised for housekeeping, revealed
Sumedha. While it was generally agreed that the budget allotted was enough to get the
work done, the managers welcomed the idea of increasing the limit.

We are in pursuit of getting ISO 22000. It requires certain changes and upgradation of
certain areas in the hotel. The management has decided to create a separate budget
dedicated for ISO 22000. This goes to prove that if you set high goals for yourself, you
automatically begin to look beyond the obvious and start thinking about keeping the
premises hygienically clean and not just clean.
Third Hand Smoke
When we speak of hygienic cleaning, we refer to surfaces that are cleaned and yet not
clean. Recent studies have shown that standard cleaning techniques are not effective
on the problem of Third Hand Smoking. This is a phenomenon, which involves residual
toxic particulate settling onto surfaces and dangerous volatile organic compounds that
saturate furniture, carpet and coat existing house dust. Third Hand Smoking poses a
bigger health risk to children than adults since children have weak immune system as
compared to adults.
Personal Hygiene
1. Taking a bath daily

2. Hand washing before and after handling things especially when going to
restroom
3. Tooth brushing three times a day or after eating.
4. Trimming of finger nails
5. Cleaning of ears
6. Hair cut for men
7. Pony tail for ladies
8. Avoid wearing of daggling earrings
9. Do not wear heavy make-ups
10. Wearing of clean and neat uniforms
11. Avoid wearing excess jewelries

Self-Check 1.1-5
Enumeration:
11. Give at Least 10 Personal Hygiene

Answer Key 1.1-5
Multiple Choices:
12. Taking a bath daily

13. Hand washing before and after handling things especially when
going to restroom
14. Tooth brushing three times a day or after eating.
15. Trimming of finger nails
16. Cleaning of ears
17. Hair cut for men
18. Pony tail for ladies
19. Avoid wearing of daggling earrings
20. Do not wear heavy make-ups
21. Wearing of clean and neat uniforms
22. Avoid wearing excess jewelries
Hotel Organization Structure: Departments and Its Functions Rank and File

In the previous information sheet, we have discussed the proper personality
hygiene.
In this lesson, you will be introducing to the Coordination with other

department is done in accordance with hotels organizational structure and its
function.
ORGANIZATIONAL CHART OF HOUSEKEEPING DEPARTMENT
DUTIES AND RESPONSIBILITIES OF HOUSE-KEEPING PERSONNEL:
1) Executive Housekeeper
Ensure conformance to policies and procedure as laid dawn by the management.
Manage staff scheduling as demanded by room occupancy forecasts and the banquet
functions.
Ensure that the staff is properly groomed and correctly uniformed.
Check all the public areas and rooms and see that the standard of cleanliness is
maintained.
Prepares duty rosters for the staff.
Co ordinates with the purchase manager for purchase of linen.
Co- ordinates with human resources department regarding the recruitment of staff.
Supervise the staff working under her.
Training of new recruitment.
Set up par stock level and sanctions for uniform.
Reports to the general manager of the hotel regarding the happenings of her
department.
Checks the working of the equipments.
Hold meetings of the housekeeping staff.
Prepares polices concerning housekeeping.
2) Assistant Executive Housekeeper:

She acts as an executive house keeper on her absence.
Assists the executive house keeper on daily functions.
Supervises the staff working under her.
Helps the house keeper in preparing duty roaster.
Physically checks the areas to see that they are cleaned up as per the hotel
standards.
Trains the staff working under her.
Checks the staff working under her.
Checks the occupancy report.
Checks the room attendants report.
3) Floor supervisor:
Assigns duties to the room attendants.
Responsible for the cleanliness and the upkeep of the assigned floors.
Prepares occupancy report.
Ensures the supply of guest amenities to the rooms.
Maintains records of all room linen.

Reports maintenance to the house keeping control desk.
Handles guest complaints.
4) Public area supervisor:

Assigns duties to the house men.
Responsible for the cleanliness and the upkeep of the public areas.
Reports for maintenance to the control desk.
Prepares job order forms.
Supervises pest control activities.
5) Control desk supervisor:

He listens to the guest complaints.
Prepares housekeeping report; a copy of which is sent to the front office.
Co-ordinates with the maintenance department.
Prepares job order form.
Conveys the messages.
Controls the movement of keys.
Enters lost and found items.
Co-ordinates with all the staff of the department.
Maintains log books in the desk.
6) Linen room supervisor:

Controls and checks up the soiled and fresh linen and uniform to and from the linen
room.
Issues linen and uniform to the staff.
Controls the linen room.
Checks the linen stock periodically.
7) Room attendants:
Cleans all the guest room
Cleans the assigned floors.
Changes guest linen.

Fills up day to day guest compliments and supplies.
In charge of service trolley.
Helps in preparing occupancy report and room attendant report.
Replenishes service trolley with guest supplies, delegate linen, etc.
Reports for maintenance if any
8) Public area attendants:

Responsible for cleaning all public areas, outlets & executive office.
Responsible for all heavy works in housekeeping department.
Involve in post control activities.
9) Gardener:
Gardeners are responsible for maintaining all gardens in the hotel.
ORGANIZATIONAL STRUCTURE OF HOUSEKEEPING DEPARTMENT
The organizational structure of the housekeeping department mainly depends on the

activities and the size of the hotel.
Executive Housekeeper.
Responsible and accountable for the total cleanliness, maintenance and aesthetic
upkeep of the hotel.
Assistant Housekeeper.
He manages the resources given by the Executive Housekeeper to achieve the common
objectives of cleanliness, maintenance and attractiveness
Uniform Room Supervisor.
The hotel staff are all practically in uniforms his / her task is enormous and
demanding as h e / she has to keep an inventory control on various stages of use,
such as, when sorted ones are handed over, or those which are being washed or dry-
cleaned in the laundry.

Uniform Room Attendants.
who actually do the issue of uniforms in e x c h a n g e f o r soiled ones for onward

transmission to the laundry.
Linen Room Supervisors.
His job is a mammoth task because he keeps track of all linen as they would number
in thousands.
Linen Room Attendant.
Assists the supervisor by actually issuing linen and filling such records as necessary.
Tailor /Seamstress.
Tailor or seamstress personnel are responsible for stitching and mending t h e linen
and upholsterys.
Helpers.
They are to be found both in Uniforms and linen Rooms and do the physical work of
transporting, counting and bundling of uniforms and linen.
Floor Supervisor.
Responsible for the cleanliness, maintenance and presentability of the guest floors
attached to him
Public Area Supervisor
Responsible for the cleanliness, maintenance and presentability of all public

areas
Head Houseman.
Supervises the work allotted to Houseman, especially those in public areas. In

medium sized hotels he could be the person in charge of housekeeping on night shifts.

Housemen.
Usually handy men who do the heavy physical cleaning required in guest rooms and
public areas.
Desk Control Supervisor.
The Housekeeping Desk must be manned 24 hours as guests and staff will contact this
desk to transmit or receive information.
Runner.
He is a person who goes from one guest room to another collecting or delivering guest
laundry.
Clock Room Attendants.
Responsible for the supply of clean dry towels, soaps and Perfumeries
Hat-Checkers.
This is a service provided by superior hotels in cold climates.
Night Supervisor.
They handle all aspect of housekeeping at night including desk control operations,
issue of linen and uniform in an emergency, etc.
Horticulturist.
Horticulturists, who maintain the gardens of the hotels as well as supply flowers from
the garden for interior decorations and floral arrangements,.
Head Gardener.
Supervises the gardeners in maintaining hotel garden
Gardeners.

Does the actual digging, planting, watering, etc.
Room Attendants.
They also known as chamber maids or room boys. They do the actual cleaning of guest
rooms and Bathrooms
A CAREER IN THE HOUSEKEEPING DEPARTMENT

The days have long gone when housekeepers were characterised by their hard
and soft brooms or by the functions of sweeping and mopping. In fact, if anyone was
seen sweeping or mopping in a hotel, people would automatically associate him with
the housekeeping department. Moreover, the main role of a housekeeper in earlier
times was to keep the property neat, clean and hygienic.
The role of a housekeeper has changed rapidly with the changing times.
Apart from the cleaning, maintenance and aesthetic upkeep of the property, the
housekeeping system in itself has been computerised. A majority of the staff who were
earlier illiterate are now diploma holders with technical qualifications, All fluent in
English and working on shop floors and doing basic jobs in the hospitality industry.
Housekeeping control room jobs, too, which were earlier manual, are now completely
computerised. Nowadays rooms, amenities and supplies are also modified from hotel to
hotel, While keeping in mind the guest profile.
Modern rooms are spacious with tasteful decor and are well-equipped
with many facilities, Apart from the changing room scene, housekeepers today are well-
versed, not only with their jobs, Take care of horticulture, laundry operations,
interiors, quality control, cost control, and the comfort and satisfaction of guests.
Today, most complaints are forwarded to the chief housekeeper and sorted out
with the housekeeping staff. Only major complaints reach the front office/general
managers.

Apart from this, housekeepers also do purchasing for exclusive items for
special occasions. In many hotels, housekeepers also assist the sales team to generate
revenue. Today's housekeepers have experience, skill as well as knowledge to run the
Rooms Division.
Therefore, the housekeepers' main role in every organisation is to preserve the

building decor, its interior, fabrics and furniture. Planning, men management,
recruitment and training as per expectation of the management, along with controlling
costs and keeping records.
In modern times, housekeepers also employ R&D for the betterment of their
company. In addition, housekeepers also play the role of HRD managers for their staff,
endeavoring to solve their individual grievances/operational problems within the four
walls of the department concerned, before the matter gets out of hand. This is because
good housekeepers always consider their staff assets to the organization.
At last as the scope of a housekeeper increases, there are a lot of challenges to

be encountered simultaneously. The first factor in this respect stems from the very
same understanding that the staffs are the main asset for their department.
In order to ensure guest satisfaction with zero complaint, a housekeeper has to
train and motivate staff accordingly, during brain storming sessions. Apart from that,
maintaining the hotel's standards, preserving the building and its decor as well as
fabric and furnishing are some of the other responsibilities. To successfully run the
housekeeping department, housekeepers have to keep their budget in mind at all times
and deliver the best results without any excuses.
With increasing competition from new hotels, housekeepers on a daily basis have to

ensure that there are no complaints; interact with guests as well as internal customers
in order to get daily feedback. This is a challenge restricted not only to housekeepers,
but other heads of departments, in other facets of the hospitality industry as well. And
at the end of the day, there is no job surety either, in this industry. An individual has
to keep delivering good results, consistently meet standards and work effectively within
the budget. Housekeepers, on the other hand should have good communication skills
and be effective team leaders and trainers, having wide knowledge as well as keeping
an eye out for detail.
ROLE OF HOUSE KEEPING
The role of housekeeping is to keep a clean, comfortable and safe house. The house
keeping department in a hotel is responsible for the cleanliness, maintenance and
aesthetic upkeep of the hotel. The house keeping department takes pride in keeping
the hotel clean and comfortable so as to create a home away from home.
A hotel survives the sale of rooms, food and beverage and other minor operation
services such as laundry, health club, etc. It is responsible for supply of liner and
uniforms to various other depts. and to the rooms.
It is the responsibility of housekeeping personal to offer it within the budget if not it

reveals the inefficient mgt and operations.
INTRODUCTION TO HOUSEKEEPING DEPARTMENT
The housekeeping is the department of a hotel charged with cleaning and maintaining
rooms and public spaces. From the time a guest checks-in in a hotel till he checks out,
it is the housekeeping department which takes care of the guest by making his / her
stay pleasant and comfortable. In general, the housekeeping crew is responsible for the
daily cleaning of public rooms (lobbies, corridors, meeting rooms), private bedrooms
and public washrooms. In addition, it handles the laundering of linens and in some
instances, guest laundry. Housekeeping also performs a minor security function by
providing a first alert to potential guest problems while staff undertake daily guest
bedroom.

Self-Check 1.1-6
Enumeration:
1. Draw and label the organizational chart of housekeeping department.
Give at least 5 each of the duties and responsibilities of the following:

2. Executive Housekeeper
3. Assistant executive Housekeeper
4. Floor supervisor
5. Public area supervisor
6. Control desk supervisor
7. Room Attendants
Answer Key 1.1-6

Enumeration:

1.
1) Executive Housekeeper
Ensure conformance to policies and procedure as laid dawn by the management.
Manage staff scheduling as demanded by room occupancy forecasts and the banquet
functions.
Ensure that the staff is properly groomed and correctly uniformed.
Check all the public areas and rooms and see that the standard of cleanliness is
maintained.
Prepares duty rosters for the staff.
Co ordinates with the purchase manager for purchase of linen.
Training of new recruitment.
Set up par stock level and sanctions for uniform.
Reports to the general manager of the hotel regarding the happenings of her
department.
Checks the working of the equipments.
Hold meetings of the housekeeping staff.
Prepares polices concerning housekeeping.
2) Assistant Executive Housekeeper:

She acts as an executive house keeper on her absence.
Assists the executive house keeper on daily functions.
Supervises the staff working under her.
Helps the house keeper in preparing duty roaster.
Physically checks the areas to see that they are cleaned up as per the hotel

standards.
Trains the staff working under her.
Checks the staff working under her.
Checks the occupancy report.
Checks the room attendants report.
3) Floor supervisor:
Assigns duties to the room attendants.
Responsible for the cleanliness and the upkeep of the assigned floors.
Prepares occupancy report.
Ensures the supply of guest amenities to the rooms.
Maintains records of all room linen.
Reports maintenance to the house keeping control desk.
Handles guest complaints.
4) Public area supervisor:

Assigns duties to the house men.
Responsible for the cleanliness and the upkeep of the public areas.
Reports for maintenance to the control desk.
Prepares job order forms.
Supervises pest control activities.
5) Control desk supervisor:

He listens to the guest complaints.
Prepares housekeeping report; a copy of which is sent to the front office.
Co-ordinates with the maintenance department.
Prepares job order form.
Conveys the messages.
Controls the movement of keys.
Enters lost and found items.
Co-ordinates with all the staff of the department.
Maintains log books in the desk.

7) Room attendants:
Cleans all the guest room
Cleans the assigned floors.
Changes guest linen.
Fills up day to day guest compliments and supplies.
In charge of service trolley.
Helps in preparing occupancy report and room attendant report.
Replenishes service trolley with guest supplies, delegate linen, etc.
Reports for maintenance if any

Preparing Requisitions for Maintenance Services
In the previous information sheet, we have discussed the Coordination with

other department is done in accordance with hotels organizational structure and its
function.
In this lesson, you will be introducing to the Preparing requisition for

maintenance and guest requests are noted and coordinated with other department
concerned.
Example Requisition Form

Image 1.1-1
Blanket Orders
A Blanket Purchase Order is a type of purchase order designed to consolidate repetitive

small purchases from a single supplier. It is essentially a form of open account which
is limited in terms of the things which can be ordered, who can place the orders, the
period for which it is to be open, and the total amount which can be ordered. This form
of purchase order is useful for departments that have repetitive supply needs.
When to Use It
This method of procurement is to be used for repetitive non-capital purchases (e.g.,

maintenance parts, laboratory animals, gases, etc.)
When Not to Use It
Any department anticipating spending less than $2,500.00 for particular supplies
during a one-year period should use the University Corporate Purchasing Card to
make such purchases as needs arise. Because only certain types of repetitive
purchases are suited to these methods of purchase, and because Blanket Orders do
not generally provide for item-by-item priced checks, the issuance of Blanket Orders
must be limited to situations where departmental needs clearly justify.
Example Requisition Form

Image 1.1-2

February 2014 Saturnino D. Page 100
Providing Housekeeping Developed by: Pandac Jr of 114
LEARNING OUTCOMES #2 Handle housekeeping requests
CONTENTS:
1. Housekeeping and Front Office forms

2. Codes and regulations
3. Handle queries through telephone, fax machine, internet and e-mail
4. Interpersonal skills: Communication and listening skills
5. Upselling and selling techniques
ASSESSMENT CRITERIA:
2. Guest is acknowledged by use of name whenever possible
3. Details of requests made are confirmed and noted in accordance with
industry procedures
4. Appropriate apologies are made when requests has arisen from breakdown in
room service
5. Timeliness fro meting requests are agreed upon with guests
6. Requested items are promptly located and delivered within agreed timeframes.

CONDITION:
Students/Trainees must be provided with the following:

Tools Equipment Materials/ Supplies
brooms Telephone Pen and paper
squeegees Computer Housekeeping/ FO forms
dust pans guest room (complete and operating manuals
operational laboratory)
rugs for various purposes refrigerator room supplies and
amenities
toilet bowl brush electric fan brochures and rates
toilet pump air conditioning unit cleaning chemicals
gloves shelves first aid kit
mop squeezer alarm clock
step ladder television and video
player
buckets vacuum cleaners
sorting baskets carpet sweeper
brushes babys crib
roll-away beds/ cots
caddy/ trolley
ASSESSMENT METHOD:
1. Interview (oral/ questionnaire)

2. Observation
3. Demonstration of Practical Skills
4. Written examination

Learning Experiences
Learning Outcome 1
Handle housekeeping requests
Learning Activities Special Instructions
Read Information Sheet 1.2-1 Read and understand the information

sheet.
Check yourself by answering the Self-
Answer the Self-Check 1.2-1 Check. You must answer all questions
correctly before proceeding to the nest
activity.

sheet.

activity.

sheet.
activity.

sheet.
activity.
Housekeeping and Front Office Forms

In LO 2 of the Module on Providing Housekeeping to the Guest you learned the

use and familiarize the forms used by housekeeping and front office department.
Housekeeping Forms
Image 1.2-1 ( Lost and Found Form)

Image 1.2-2 ( Employee Gate Pass)
Image 1.2-3 (Maintenance Work Request Form)

Image 1.2-4 (Housekeeping Daily Linen Control forms )

Image 1.2-5 (POD Daily Hazard Assessment Form )
Image 1.2-6 (Housekeeping Checklist )
Image 1.2-7 (Housekeeping Inventory Form )


Codes and Regulations

Types of Rate Codes used in hotels
Hotels will always have more than one room rate code category for each room type in
the hotel. Room rates categories generally correspond to types of rooms available to sell
in the hotel ( Eg: Suite, Deluxe, Premiere, Studio, Pent house etc. ).
Room Rates and rate codes may also vary according to the available room features
such as room size, location, view, furnishing, decors etc and also with competitors
pricing.
Below are some of the standard Room Rates and Rate codes used in hospitality
industry:
Rack Rate: Is the Standard rate or Published tariff defined by the hotel management
for a particular room category / type. This is generally printed on the tariff sheet of the
hotel and these details are also submitted to the local government authorities for hotel
licensing and in some countries for Gov. tax compliance . In other word's these rates
are always without any sorts of discounts.
Corporate or Commercial Rate: These are rates offered to companies that provide
frequent business for the hotel or its chain. This rate may vary according to the volume
of business guaranteed by the companies.
ADHOC Rate Code: These are normally non-standard rates which is offered as a
special one time rates for first time corporate's.
Group Rate: These are rates which is offered to groups, meetings and conventions
using the hotel for their functions.
Promotional Rate Codes: These rates are generally offered during low occupancy
periods to any guest to promote occupancy. Early Bird Rates, Stay for 3 and pay for 1
etc. are some examples. These rates may also include certain add-ons to attract the
customers like free WiFi for 24 Hrs, free buffet dinner etc.
Incentive Rate Code: The Rate offered to individuals who belong to an association or
holders of special membership cards or Credit cards. Eg: Amex / VISA / Master

card holders get 5% discount on Rack Rate, Lufthansa Frequent Flyer members get 25
% discount etc. For hotels these rates always give potential referral business.
Family Rate: A rate reserved for families with children. Usually these rate
include Extra Bed charges and may also include some free add-on activities for
children.
Package Rate: Rates that includes a guest room in combination with other available
events or activities. ( Eg: Best of London package which includes room rental, all
meals, site seeing, airport transfers etc. ) Package rate can be also a simple room and
meal package like American Plan ( AP), Modified American Plan
(MAP), Continental Plan ( CP ) etc.
Best Available rates ( BAR ) : These rate codes are the lowest discounted rate
available for a day which can be offered to the guest by the Reservation or Front desk
staff. BAR can be off different types:
'Dynamic BAR' - Has different tiers and each tiers will be opened and closed
according to the occupancy of the hotel. ( The new age hotel management software's
does this automatically for the Revenue Mangers.)
Sample Dynamic BAR Rate

BAR - Tier Open when occupancy
BAR - 01 0 % to 25 %
BAR - 02 26 % to 35 %
BAR - 03 36 % to 50 %
BAR - 04 51 % to 75 %
BAR - 05 76 % to 100 %
'
Daily BAR' - Has a pre-defined daily room rate regardless of room categories ( Run of
the house) and occupancy, these rates are set according to the day of the week, as per
the demand of hotel rooms in the city, special day's or seasons, as per the room
demand forecast done by the hotel revenue manager.
Sample Daily BAR rate

DATE DAY RATE ( $ )
19/11/2012 MON 200.00
20/11/2012 TUE 250.00
21/11/2012 WED 180.00
22/11/2012 THU 180.00
23/11/2012 FRI 300.00
24/11/2012 SAT 350.00

TESDA CBLMs on Date Developed: Document No. OLLC-HSKNCII-
25/11/2012 SUN NC II
HOUSEKEEPING 350.00
February 2014 01
Date Revised: Issued by:
February 2014
Providing Housekeeping Saturnino D. Page 112
26/11/2012 MON 200.00
Developed by: Pandac Jr
to the Guest of 114
Saturnino D.
27/11/2012 TUE 250.00
Complimentary Rate: A Room rate with zero room charge which is offered to special
guests, industry leaders, Gov. officials etc.
House use Rate: A Room rate with zero room charge which is used for rooms stays for
hotel purpose. Eg: Manager or duty room, In house General / Resident manager room
etc.
Zero Rate Code: These kind of rates are used as system requirements for PMS's as
these would be tagged to Dummy rooms, Paymaster rooms and Group Master rooms.
Room Status Terminology / Definitions for hotels
During the guest stay, the housekeeping status of the guestroom changes several
times. The various terms defined are typical of the room status terminology of the
lodging industry. Not every room status will occur for each and every guest during
their stay at the hotel.
Changes in this status should be promptly communicated to the front office in order to
maximize the room sales and revenue. Maintaining timely housekeeping status
requires close coordination and cooperation between the front desk and the house
keeping department for the Non- Automated / Semi Automated hotels.

Occupied : A guest is currently occupied in the room
Stayover: The guest is not expected to check out today and will remain at least one more night.
On-Change: The guest has departed, but the room has not yet been cleaned and ready for sale.
Do Not Disturb: The guest has requested not to be disturbed
Cleaning in progress: Room attendant is currently cleaning this room.
Sleep-out: A guest is registerd to the room, but the bed has not been used.
Skipper: The guest has left the hotel without making arrangements to tsettle his or her account.
Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest.
Out of Order (OOO) : Rooms kept under out of order are not sellable and these rooms are deducted
from the hotels inventory.A room may be out-of-order for a variety of reasons, including the need of
maintenance, refurbishing and extensive cleaning etc.
Out of Service ( OOS ): Rooms kept under out of service are not deducted from the hotel inventory.
This is a temporary blocking and reasons may be bulb fuse, T V remote not working, Kettle not
working etc. These rooms are not assigned to the guest once these small maintenance issues are
fixed.
Lock out: The room has been locked so that the guest cannot re-enter until he or she is cleared by a
hotel official.
DNCO ( did not check out): The guest made arrangements to settle his or her bills ( and thus not a
skipper), but has left without informing the front desk.
Due Out: The room is expected to become vacant after the following guest checks out.
Check-Out: The guest has settled his or her account, returned the room keys, and left the hotel.

Late Check out: The guest has requested and is being allowed to check out later than the normal /
standard departure time of the hotel.
Room Type definition in hotels
In hotels the rooms are categorized and priced according to the type of bed, number of
occupants, number of bed, decor, specific furnishings or features and nowadays
special even the special theme available in the room.
Later when assign the guest room before the arrival of the guest the front desk agent
must be aware of guestroom characteristics for each room type available in the hotel.
Also not to forget any guest specific request or room specific request requested by the
guest for eg:- room away from the elevator, King bedded room, twin bed room, non-
smoking room etc.
Even though the rooms type's may vary hotel by hotel, the following room type
definitions are common in the hotel industry.
Single: A room assigned to one person. May have one or more beds.
Double: A room assigned to two people. May have one or more beds.

Triple: A room assigned to three people. May have two or more beds.
Quad: A room assigned to four people. May have two or more beds.
Queen: A room with a queen sized bed. May be occupied by one or more people.
King: A room with a king sized bed. May be occupied by one or more people.
Twin: A room with two twin beds. May be occupied by one or more people.
Double-double: A Room with two double ( or perhaps queen) beds. May be occupied by
one or more person.
Studio: A room with a studio bed- a couch which can be converted into a bed. May
also have an additional bed.
Mini-Suite or junior suite: A single room with a bed and sitting area. Sometimes the
sleeping area is in a bedroom separate from the parlour or living room.
Suite: A parlour or living room connected with to one or more bedrooms.
Connecting rooms: Rooms with individual entrance doors from the outside and a
connecting door between. Guests can move between rooms without going through the
hallway.
Adjoining rooms: Rooms with a common wall but no connecting door.
Adjacent rooms: Rooms close to each other, perhaps across the hall.

Handle Queries through Telephone, Fax Machine, Internet and E-Mail
1. Guest is acknowledged by use of name whenever possible.

2. Details of requests made are confirmed and noted in accordance with industry
procedures

Build Telephone Skills for telephone operators
Regardless of whom you talk with over the telephone, it's essential that you make a
positive impression.
Answering the telephone is an opportunity for telephone operators / front desk

agents / hotel staffs to portray professional image as well as a positive image for the
hotel.
During any telephone conversation, hotel staff should follow the below key
points:
o Smile even though you are on the telephone. When you smile, you
automatically improve your vocal quality, and you will also sound pleasant and
interested.
o Sit or stand up straight. By sitting or standing up straight, you'll be more
alert and pay better attention to what is being said.
o Use a low voice pitch. A lower voice pitch will make you sound more mature
and authoritative.
o Match your speaking rate to the caller's. Let the caller set the tempo of the
conversation. For Example, he or she may be in a hurry, In that case you should
provide information more quickly.
o Avoid extremes in volume. If you speak too loudly, you may sound rude or
pushy. If you speak too softly, you may sound timid or uncertain.
o Avoid expressions such as "uh-huh" and "yeah." Such expressions make the
speaker sound dull, indifferent and uninterested.
Front office staff often take phone messages for other employees or guests. most front
offices have a standard telephone message form. If you answer the phone, its
important that you listen carefully and take accurate written notes while speaking with
the caller. When you take a telephone message, be sure to get the following
information:
o Date
o Time of the call
o Name of the person being called
o Callers' full name
o Callers' department ( if the call is internal)
o Caller's company
o Caller's time zone ( only if overseas call)
o Caller's Telephone number ( and area code, if needed)
o Message ( do not abbreviate- provide a full message)
Sample Standard Telephone Welcome Greetings Used in

Hotels:
Sample telephone script 1
Hotel staff:
"Good Morning - thank you for calling Setupmyhotel (mention your hotels name), how
may I direct your call? "
Guest:

"I need to speak to someone from room reservation"
Hotel Staff:
Reservations (Reconfirm the department), Connecting your call
Hotel Staff:
Good Evening thank you for calling The Coloud9 Hotel & SPA ( mention hotel name)
my name is Sandy ( Mention staff attending the call) how may I assist you ?
Guest:
I need to speak to the Travel Desk
Hotel Staff:
Certainly Sir, allow me a movement while I connect your call
Hotel Staff:
Thank you for calling The Cloud hotel (mention your hotel name)
Guest:
I need to make a reservation for dinner at your coffee shop
Hotel Staff:

Transferring your call with pleasure
Hotel Staff:
Welcome to Hotel Paradise (mention your hotel name), How may I assist you?
Guest:
Can you connect to your cake shop?
Hotel Staff:
Please be on the call while I transfer the call
Hotel Staff:
Good evening Grand Hotel (mention your hotel name), How may I help you?
Guest:
I need to book a room at your hotel
Hotel Staff:
Sure, allow me to transfer your call to our Reservations department

Hotel Staff:
Hi, Hotel Lime light palace (mention your hotel name) this is David, how may I Assist
you?
Guest:
I need to speak to someone from the Reservations
Hotel Staff:
Certainly, I will connect you to the reservations
Hotel Staff:
Namaste / Vanakam! ( Wish according to your regional greetings) thank you for calling
Hotel Plaza ( mention your hotel name), How may I help you?
Guest:
I need to speak to someone from the Reservations
Hotel Staff:
Transferring your call with pleasure
Hotel Staff:

Thanks for Calling Hotel Cube (mention your hotel name), this is Erica speaking how
may I assist you?
Guest:
Can I Speak to someone from the Front desk?
Hotel Staff:
Front Desk, Kindly hold while I transfer the call to our Front Desk

Interpersonal Skills: Communication and Listening Skills
1. Guest is acknowledged by use of name whenever possible.
2. Details of requests made are confirmed and noted in accordance with industry
procedures

Key terms or jargons used in hotel Front office department
American Plan ( AP) - A billing arrangement under which room charges include the
guestroom and three meals, Also called as full board / full pension.
European Plan (EP) - A billing arrangement under which meals are priced separately
or room only plan

Modified American Plan (MAP) - A billing arrangement under which the daily rate is
including room and two meals, generally Breakfast and dinner.
Continental Plan ( CP ) - One of the most common / preferred billing arrangement

which includes room and continental breakfast.
Rack Rate - The published tariff for each room type / category in a hotel.
Registraion Card- A printed form for a registration record, In most countries the
guest's gignature on a registration card is required by law.
Reservation Status - An indicator of a room's long term availability for assignment.
Room Rate - The price a hotel charges for overnight accomodations.
Skipper - A guest who leaves with no intention of paying for the room.
Scanty Baggage - A guest who checks in to the hotel with very less or no luggage.
Walk -in - A guest who arrives at a hotel without a reservation.

Walking - Turning away a guest who has a reservation because of a lack of room
availability.
Due outs - Guests expected to check out on a given day who have not yet done so.
Credit limit / house limit - A limit assigned by the hotel to guest or company
accounts.
Upselling - A sales technique whereby a guest is offered a more expensive room than
what he or she reserved or orginally requested, and then persuaded to rent the
room based on the room's features, benefits, and his or her needs.
Block - An agreed-upon number of rooms set aside for members of a group planning to
stay in a hotel.
Book - To sell or reserve rooms ahead of time.
Confirmation Number - A code that provides a unique reference to a reservation

record and assures the guest that the reservation record exists.

Cut-off date - The date agreed upon between a group and a hotel after which all
unreserved rooms in the group's block will be released back to the general availability.
No-Show - A guest who made a room reservation but did not register or Check in.
Overbooking - accepting more reservations than there are available rooms.
Wash down - Blocking fewer rooms than the number requested by a group, based on
previous group history.
Guest Cycle - A division of the flow of business through a hotel that identifies the
physical contacts and financial exchanges between the guests and the hotel.
Guest Folio - A form ( paper or electronic ) used to chart transactions on a account

assigned to an individual person or guest room.
Late Charge - A transaction requiring posting to a guest account that does not reach
the front office for posting before the guest had checked out or done the final
settlement.
Global Distribution System (GDS) - A distribution channel for reservations that

provides worldwide distribution of hotel reservation information and allows selling of
hotel reservations around the world, usually accomplished by connecting the hotel
reservation system with an airline reservation system ( Eg - Amadeus, Sabre,
Galileo/Apollo or Worldspan )
Performance Test
Specific Instruction for the Candidate:

HOUSEKEEPING NC II
Qualification
PROVIDING HOUSEKEEPING TO THE GUEST
Unit of Competency
General Instruction:
Given the necessary materials, tools and equipment, the candidate must be required
to provide a range of general housekeeping services to guests. . (2 Hrs).
Specific Instructions:
1. Handle housekeeping requests.
2. Advise guests on room and housekeeping equipment.

LIST OF EQUIPMENT, TOOLS AND MATERIALS:
EQUIPMENT:
QTY Description
1 set Roll away beds
1 set additional pillows and blankets
1 set irons
1 set dryers
MATERIALS AND SUPPLIES:

1 set additional room supplies
1 set follow-up cleaning
1 set repairs and maintenance
1 set lost property inquiries
1 set
change of linen
1 set
first aid kit
1 set
1 set baby sitting
1 set baby crib
Instructions:
You are task to demonstrated ability to offer courteous and
friendly service to guest and demonstrated knowledge of a range of
housekeeping services/equipment.
Creative brief:
1. You must produce the following:
How various types of equipment work
Local services, attractions, transport, shops, entertainment, etc.
2. Perform 2 minutes basic flair tending routine.
During the demonstration of skills, did the trainee: to show if
evidence is
demonstrated

Yes No
1. Requests are handled in a polite and friendly manner in
accordance with the establishments customer service
standards and security procedures
2. Guest is acknowledged by use of name wherever possible
3. Details of requests made are confirmed and noted in
accordance with enterprise procedures
4. Appropriate apologies are made where a request has
arisen from breakdown in room service
5. Timelines for meeting requests are agreed upon with
guests
6. Requested items are promptly located and delivered
within agreed timeframes
8. Guests are courteously advised on correct usage of

equipment
9. Malfunctions are promptly reported in accordance with

enterprise procedures, and where possible, alternative
arrangements are made to meet guest needs.
10. A collection time for requested equipment is agreed upon

where appropriate
The trainees demonstration was:

Satisfactory Not Satisfactory
Feedback to trainee:
General comments [Strengths / Improvements needed]

Trainers signature: Date:
References
1. http://www.ling.upenn.edu/Directions/hotel/codes.html
2. http://www.lrc.state.ky.us/kar/902/007/010.htm
3. http://www.visitmyphilippines.com/index.php?
title=RulesonHotels,Resorts,TouristsInnsetc.-
RulesandRegulationsToGovernAccreditaionofHotels,TouristInns,Apartels,Resorts,Pensio
nHouses,andOtherAccommodationEstablishments.&func=all&pid=92&tbl=1
4. https://www.google.com.ph/url?
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in-front-office.html


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Provide Housekeeping Services To Guest

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COMPETENCY BASED LEARNING MATERIALS

Sector : TOURISM (Hotel and Restaurant)

Qualification Title : HOUSEKEEPING NC II

Unit of Competency : Provide Housekeeping Services to Guest

Module Title : Providing Housekeeping Services to Guest

The module, Providing Housekeeping Service to Guest, contains training materials

In this module, you are required to go through a series of learning activities in

Date Developed: Document No. OLLC-HSKNCII-

BREAD AND PASTRY PRODUCTION NC II

No. Unit of Competency Module Title Code

Provide Housekeeping Providing Housekeeping

2. Prepare Rooms for Guest Preparing Rooms for Guest TRS512308

3. Clean Premises Cleaning Premises TRS512309

4. Provide Valet Service Providing Valet Service TRS512310

Date Developed: Document No. OLLC-HSKNCII-

INFORMATION SHEET 1.1-1 Introduction to Housekeeping ............................................................................... 10

INFORMATION SHEET 1.1-2 Interpersonal skills: Communication and Listening Skills 46

INFORMATION SHEET 1.1-3 Up-selling and Selling Techniques 58

INFORMATION SHEET 1.1-4 Basic Operation Skills on Facilities and Equipment 63

INFORMATION SHEET 1.1-5 Personal Hygiene 68

INFORMATION SHEET 1.1-6 Hotel Organizational Structures 73

INFORMATION SHEET 1.1-7 Preparing Requisitions for Maintenance Service 86

LEARNING OUTCOME #2 HANDLE HOUSEKEEPING REQUEST 89

INFORMATION SHEET 1.2-1 Housekeeping and Front Office Forms 92

Qualification Title : HOUSEKEEPING NC II

Unit of Competency : Provide Housekeeping Services to Guest

Module Title : Providing Housekeeping Services to Guest

Upon completion of this module, you must be able to:

1. Identify and perform different housekeeping services

2. Guest is greeted and acknowledged by use of name whenever possible.

3. Upselling and selling techniques are prepared in accordance with industry

policy and procedure

4. Guests are courteously advised on correct usage of equipment

5. Malfunctions are promptly reported in accordance with Standard Operating

Procedures, and where possible, alternative arrangements are made to meet

6. A collection time for requested equipment is agreed upon where appropriate.

7. Coordination with other department is done in accordance with hotels

organizational structure and its function.

establishments customer service standards and security procedures.

10. Guest is acknowledged by use of name whenever possible

Date Developed: Document No. OLLC-HSKNCII-

Identify and perform different

1. Hotel codes and regulations

Date Developed: Document No. OLLC-HSKNCII-

2. Guest is greeted and acknowledged by use of name whenever possible.

3. Upselling and selling techniques are prepared in accordance with industry

policy and procedure

4. Guests are courteously advised on correct usage of equipment

5. Malfunctions are promptly reported in accordance with Standard Operating

Procedures, and where possible, alternative arrangements are made to meet

6. A collection time for requested equipment is agreed upon where appropriate.

7. Coordination with other department is done in accordance with hotels

organizational structure and its function.

Date Developed: Document No. OLLC-HSKNCII-

Students/Trainees must be provided with the following:

1. Interview (oral/ questionnaire)

Date Developed: Document No. OLLC-HSKNCII-

Identify and perform different housekeeping services

Learning Activities Special Instructions

Date Developed: Document No. OLLC-HSKNCII-

Information Sheet 1.1-1

Hotel Codes and Regulations

After reading this Information Sheet you should be able to: