Cleaning and Preparing Guest Room, module 4

INFORMATION SHEET #5-3

DAILY GUESTROOM AMENITIES CONSUMPTION REPORT

Sample form for Monitoring Daily Consumption of
Guestroom Supplies

Daily Guestroom Amenities Consumption Report

DATE: ______________________ TIME: ___________ SHIFT: ____________
ROOM ATTENDANT/ROOMBOY: _____________________

Room bed bed bed bed blan- bath pillow pillow towel hand ash tray water soap hang- toilet sham-
No. pad sheet cover skirt ket mat case towel tray glass ers tissue poo

TOTAL

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INFORMATION SHEET #5-4

LOSSES AND BREAKAGES CONTROL SHEET

LOSSES AND BREAKAGES CONTROL SHEET

OUTLET: __________________________ DATE OF INVENTORY: ____________
INVENTORY DONE BY: _____________ ATTESTED BY: ___________________

Items and Description Total Losses Total Damages Total Cost

Quantity Cost Quantity Cost Losses and
Damages

Submitted by: _______________________ Date: ______________

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JOB SHEET #5-1

TITLE: PRACTICE EXERCISES - Filling up Reports and Forms

Purpose: To practice how to fill up reports and standard forms.
Equipment, Tools and Materials: Different types of forms and reports.
Precautions: Information should be accurate and factual.

Procedures:
1. Secure the 4 types of forms indicated in this module.
2. Fill-up the form as accurately as you can.
3. Submit to instructor for checking.
4. Revise as needed.

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SELF-CHECK #5-1

Test 1.
In roomboy/chambermaid productivity analysis, define the following scoring key.

1. 5 - Excellent ______________________________________________
2. 4 - Very Good ______________________________________________
3. 3 - Good ______________________________________________
4. 2 - Fair ______________________________________________
5. 1 - Poor ______________________________________________

Test 2.

Identify the following code for room status:

1. DD - _________________________________________________________
2. VD - _________________________________________________________
3. VR - _________________________________________________________
4. OOO - _________________________________________________________
5. OC - _________________________________________________________

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ANSWER KEY #5-1

Test 1.
5 - Room make up satisfies all requirements and standards in terms of
thoroughness quality of cleansing order and completeness of amenities.
4 - Above average requirement.
3 - Acceptable but needs slight improvement, minor deviations.
2 - Little below average or normal requirement, some deviations noted.
1 - Far behind average requirements, a lot of deviations from standard.

Test 2.
1. Occupied Dirty
2. Vacant Dirty
3. Vacant Ready
4. Out of Order
5. Occupied Clean

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Qualification : Hotel and Restaurant General Service Provider NCII

Unit of Competency : Clean and Prepare Guest Room

Module : Cleaning and Preparing Guest Room

Learning Outcome #6 : Handle Guest Complaints

Assessment Criteria:

1. Proper handling of guest complaints observed.
2. Guest complaints reported to departments concerned.
3. Guests are informed of status of complaints.

Resources: Tools, Supplies & Materials
Equipment & Facilities
1. Housekeeping Forms
1. Workshop/Laboratory 2. Pens, Paper/Stationery
3. Brochures/Manuals

References:
1. Crespo, Amelia M. and Roldan, Amelia S. HOUSEKEEPING MANAGEMENT.
2. Ligourin. HOTELAND MOTEL OPERATIONS.
3. Maslows, Abraham. MOTIVATION AND PERSONALITY.
4. Roldan, Amelia S. FRONT OFFICE PROCEDURES AND GUEST RELATIONS.

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Learning Outcome #6: Handles Guest Complaints

LEARNING ACTIVITIES SPECIAL INSTRUCTIONS

1. Familiarize with • Information Sheet #6-1:
proper handling of guest “Proper Attitude When Dealing
complaints with Complaining Guests”

2. Perform Job Sheet #6-1 • Job Sheet #6-1:
“Techniques in Handling
3. Complete self-check Guest Complaints”
4. Refer to Model Answer
• Self-Check #6-1

• Answer Key #6-1

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INFORMATION SHEET #6-1

PROPER ATTITUDE WHEN DEALING WITH COMPLAINING GUESTS

A. Proper Attitude in Dealing with Complaining Guests

1. Do not take the guest’s criticism personally.
2. Do not b defensive, listen politely.
3. Make the guests feel that they are right. Be attentive to their issues raised.
4. Show empathy. Try to understand them.
5. Do not interrupt while they are talking.

B. Technique in Handling a Complaining Guest

Technique Proper Action
1. Let the guest blow off steam.
2. Be objective. Listen politely.

3. Show that you understand Do not interrupt.
the situation. Do not be defensive.

4. Ask questions to clarify and Use feeling words like
make sure you got it right. “I understand”, “I apologize”

5. Find out what the guests want Ask when? Who? What?
you to do about the situation. Where? Which? How?

6. Report the matter to your Note it down. Apologize and
supervisor for appropriate assure the guest that something
action. will be done about it.

7. Follow up. Call, text or submit a report to
supervisor immediately.
8. Check on the guest.
Check if the problem had been
addressed already.

Go and speak with the guest
to ensure their satisfaction.

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JOB SHEET #1-1

TITLE: Dealing with Complaining Guest

Purpose: To practice how to deal wit complaining guest.
Equipment, Tools and Materials: Cue cards, ball pen, cell phone
Precautions: Never answer back when guests are angry. It will agravate
the situation.

Procedures:

1. Designate one member as compalining guests.
2. Designate a supervisor and a room attendant.
3. Act out a scenario where a guest is complaining to a room attendant.
4. Role play the actions in this scenario.

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SELF-CHECK #6-1

Test 1.
What are the proper attitudes to show to complaining guests?
a. ___________________________________________
b. ___________________________________________
c. ___________________________________________
d. ___________________________________________
e. ___________________________________________

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ANSWER KEY #6-1

Test 1.
What are the proper attitudes to show to complaining guests?
a. Politeness
b. Empathy
c. Understanding
d. Attentive
e. Objective

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PERFORMANCE
ASSESSMENT

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EVIDENCE PLAN

Sector: TOURISM

Unit of Competency: CLEAN AND PREPARE GUEST ROOMS

Module Title: Cleaning and Preparing Guest Rooms

Ways in which evidences will be collected: Interview
(tick the column) Written Test
Demonstration
The evidence must show that the candidate... Presentation of
Final Product
Third Party
Report
Portfolio

1. Identified and explained function of XX
different cleaning tools and materials. XX
XX
2. Performed the correct procedures in XX
cleaning guest room. XX
XX
3. Performed standard procedure in
cleaning guest bathroom.

4. Performed standard procedures in
checking guest room.

5. Prepared and maintained requisition
and reports.

6. Handled guest complaints.

Critical aspects of competency

Prepared by: Date:

___________________________________ Date:
Instructor

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PERFORMANCE TEST

Name Date
MODULE: CLEANING AND PREPARING GUEST ROOM
TEST ATTEMPT
1st 2nd 3rd

DIRECTIONS LEVEL OVERALL EVALUATION
ACHIEVED
• Ask your instructor to assess PERFORMANCE LEVEL
your competencies on the 4
critical performance criteria Can peform this skill without supervision and with
listed below. 3 adaptability to probelm situations.
Can perform this skills satisfactorily without assistance
• Overall evaluation will be 2 or supervision.
assessed based on the Can perform this skills satisfactorily with some assis-
guide on the other side. 1 tance and supervision.
0 Can perform this skills satisfactorily with full assistance.
Cannot perform this skills

PERFORMANCE STANDARDS PERFORMANCE LEVEL
YES NO N/A
A. Identified and explained function of different cleaning
tools and materials.

1. Tools and equipment needed for cleaning guest room are
identified according to its functions.

2. Tools and equipment needed are classified according to
uses.

3. Use of tools and equipment are demonstrated according to
procedure.

4. Safe handling of cleaning disinfectant are observed
according to safety hazard and precautions.

B. Perform the correct procedures of cleaning guest rooms.
1. Cleaning guest rooms performed according to set standards:

a. knock door according to procedure
b. test light swicthes at the entry and turn-off
c. check linens and mini bar consumptions
d. remove room tray, tables, baskets and ash trays
e. clean windows, sliding doors, glass parts, cultivate

and water plants
f. make up beds according to standard procedure
g. fixtures and furniture are dusted
h. amenities are replenished
i. carpets are vacuum cleaned
j. checklist are properly followed and observed

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PERFORMANCE STANDARDS PERFORMANCE LEVEL
YES NO N/A

C. Perform standard procedures in cleaning guest bathroom.
1. Soiled bathroom linens are stripe off and replaced according
to set standard.
2. Waste basket are emptied and cleaned according to
procedure.
3. Correct procedure in cleaning guest bathroom are performed
according to set standard.
4. Amenities are replenished.

D. Perform the standard procedures in checking guest room.
1. Standard welcoming (greeting) statement are performed/

observed according to standard operation procedure.
2. Checking-in procedure of guests are performed properly.
3. Checklist pf FO activities to ensure standard policy are

followed.

E. Prepare and maintain requisition and reports.
1. Daily room attendant reports are prepared in accordance

with the set standards.
2. Room status are maintained and observed according to

industry standards.
3. Linen consumptions are reported and noted according to

RA’s report.
4. Room supplies and materials are requested in accordance

with RA’s requisition form.
5. Lost and found items are reported to concerned department

in accordance with the SOP.

F. Handles guest complaints.
1. Proper handling of guest complaints observed.
2. Guest complaints reported to department concerned.
3. Guests are informed of status of complaints.

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WRITTEN TEST

Matching Type:

1. Speed up clogged drain in emergencies. a. wax stripper
2. Kerosene based wax highly recommended b. polymer sealer
c. hand soap
for vinyl flooring. d. marble cleaner
3. Removes grease and dirt, leaves surface streak e. OOO
f. VC
free and smoother. g. lavatory
4. Cleans, waxes, polishes and protects the furniture h. bucket, dry rag, sponge
i. Time In/ Tine Out
surface. j. Make up Room
5. A liquid antiseptic soap for washing hands. k. lavatory
6. Make marble shine and discourage spots. l. toilet bowl cleaner
7. A bleach used in fabric and cleaning marble. m. VR
8. Out of order n. OC
9. Vacant clean o. furniture polish
10. Occupied clean p. glass cleaner
11. Vacant ready q. drain cleaner
12. Water closet r. oxalic acid
13. Special detergent for cleaning carpet and upholstery. s. carpet shampoo
14. Applicable to all types of washable surface. t. all-purpose cleaner
15. Specifically formulated to loosen, break up and strip u. cleansers.
v. dilution
off tough old waxes.
16. Tools for cleaning shower curtain.
17. Enter _____ in your worksheet.
18. MUR
19. Cleans, deodorizes, and disinfects toilet bowl.
20. Contain chlorine bleach that kills germs, scours

heavily soiled areas.

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DEMONSTRATION

Candidate/Trainee’s Name
Assessor’s Name
Competency Assessment Title
Date of Assessment
Given the following materials, tools and equipment the candidate/trainee must be able
to clean and prepare guest rooms properly.

Observation Tick ( /) to show if evidence is demonstrated.

During the demonstration of skills did Yes No Actual
the candidate : (1.0-3.0) (5.0/F) Rating

1. Identify and explain function of
different cleaning tools and
materials.

2. Perform the correct procedures
in cleaning guest room.

3. Perform standard procedure in
cleaning guest bathroom.

4. Perform standard procedures
in checking guest room.

5. Prepare and maintain requisition
and reports.

6. Handles guest complaints.

The candidate’s demonstration was: ___________________
Rating

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RECORDS OF ACHIEVEMENT

Module : Cleaning and Preparing Guest Room

Learning Outcome #1: Identify and explain function of different cleaning tools and
materials.

Assessment Criteria:

1. Tools and equipment needed for cleaning guest room are identified according to its
functions.

2. Tools and equipment needed are classified according to uses.
3. Use of tools and equipment are demonstrated according to procedure.
4. Safe handling of cleaning disinfectant are observed according to safety hazard

standard and precautions.

COMMENTS:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

Learner has satisfied the above performance criteria.
Learner’s signature: __________________________
Trainer’s signature: __________________________
Date: _____________________________________

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RECORDS OF ACHIEVEMENT

Module : Cleaning Common Areas in Hotel/Resorts and Restaurants

Learning Outcome #2: Perform the correct procedures in cleaning guest room.

Assessment Criteria:

1. Cleaning guest rooms performed according to set standards:
a. knock on door according to procedure
b. test light switches at the entry and turn-off
c. check linens and mini bar consumptions
d. remove room tray, tables, baskets and ash trays
e. clean windows, sliding doors, glass parts
f. make up beds according to standard procedure
g. fixtures and furniture are dusted
h. amenities are replenished
i. carpets are vacuum cleaned

COMMENTS:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

Learner has satisfied the above performance criteria.
Learner’s signature: __________________________
Trainer’s signature: __________________________
Date: _____________________________________

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RECORDS OF ACHIEVEMENT

Module : Cleaning Common Areas in Hotel/Resorts and Restaurants

Learning Outcome #3: Perform standard procedure in cleaning guest bathroom.

Assessment Criteria:

1. Soiled bathroom linens are stripped off and replaced according to set standard.
2. Waste basket are emptied and cleaned according to procedure.
3. Correct procedure in cleaning guest bathroom are performed according to set

standard.
4. Amenities are replenished.

COMMENTS:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

Learner has satisfied the above performance criteria.
Learner’s signature: __________________________
Trainer’s signature: __________________________
Date: _____________________________________

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RECORDS OF ACHIEVEMENT

Module : Cleaning Common Areas in Hotel/Resorts and Restaurants

Learning Outcome #4: Perform standard procedures in checking guest room.

Assessment Criteria:

1. Standard welcoming (greeting) statement are performed/observed according to
standard operation procedure.

2. Checking-in procedure of guests are performed properly.
3. Checklist of FO activities to ensure standard policy are followed.

COMMENTS:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

Learner has satisfied the above performance criteria.
Learner’s signature: __________________________
Trainer’s signature: __________________________
Date: _____________________________________

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RECORDS OF ACHIEVEMENT

Module : Cleaning Common Areas in Hotel/Resorts and Restaurants

Learning Outcome #5: Prepare and maintain requisition and reports.

Assessment Criteria:

1. Daily room attendant reports are prepared in accordance with the set standards.
2. Room status are maintained and observed according to industry standards.
3. Linen consumptions are reported and noted according to RA’s report.
4. Rooms supplies and materials are requested in accordance with RA’s

requisition form.
5. Lost and found items are reported to concerned department in accordance with

the SOP.

COMMENTS:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

Learner has satisfied the above performance criteria.
Learner’s signature: __________________________
Trainer’s signature: __________________________
Date: _____________________________________

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RECORDS OF ACHIEVEMENT

Module : Cleaning Common Areas in Hotel/Resorts and Restaurants

Learning Outcome #6: Handles guest complaints.

Assessment Criteria:

1. Proper handling of guest complaints observed.
2. Guest complaints reported to departments concerned.
3. Guests are informed of status of complaint.

COMMENTS:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

Learner has satisfied the above performance criteria.
Learner’s signature: __________________________
Trainer’s signature: __________________________
Date: _____________________________________

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LEARNER’S DIARY

DIARY NOTES

Record important dates, jobs undertaken and other workplace events that will assist
you in providing further details to your Assessor.

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TECHNICAL TERMS

Cleaning Solution - cleanser used for cleaning and sanitizing.
Degreaser - ready-to-use formula that contains natural citric solvent to keep floor surfaces.
Disinfectant - powerful cleanser that cleans and disinfects at the same time.
Drain Cleaners - to expedite draining of clogs.
Garbage Liners - a plastic bag that is inserted inside a garbage can particularly for wet

garbage.
Muriatic Acid - to be used only for removing cement or plastic remains from floors.
Sanitation - a condition characterized by the absence of disease-causing germs.
Wet Mopping - mopping floor using highly wet mop.
Wet Scrubbing - scrubbing floor with coconut husk or a scrubber after application of a floor

finish wax.
Wax Stripper - formulated to break-up, loosen or strip tough old waxes.

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LIST OF BOOKS FOR FURTHER READING

Crespo, Amelia M. and Roldan, Amelia S. HOUSEKEEPING MANAGEMENT.
Ligourin. HOTELAND MOTEL OPERATIONS.
Maslows, Abraham. MOTIVATION AND PERSONALITY.
Roldan, Amelia S. FRONT OFFICE PROCEDURES AND GUEST RELATIONS.

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ACKNOWLEDGMENT

Ms. Elizabeth Llorente
Ms. Marilou Obispo
Mr. Alexander Limbo
Prof. Jovita G. Reyes

Dean Edna O. Imperial
Ms. Julie Ann V. Balbis

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