Provide Housekeeping Services to Guest

COM OMPETENCY BASED LEARNI NG MATERI ALS

Sect or

T SM ( Hot elandRestaur ant ) : OURI

KEEPI NG NC I I Qual i ficat i onTi t l e :HOUSEKE

ovi deHo Housekeepi ngServi cest oGuest Uni tofComp mpet ency:Pr

Modul eTi t l e

ovi di ngHo Housekeepi ngServi cest oGu Guest :Pr

HOW TO USE THI HI S COMPETENCY –BASED LEARI NG MATERI ALS We Wel come! Theuni tofcompet ency ,” Pr o v i deHo us e ke e pi ngSe r v i c et oGue s t ”,i soneoft he comp mpet enci esofHOUSEKEEPI NG NC I I ,a cour sewh whi ch comp mpressest heknowl edge, ski l l sandat t i t udesr equi r edf oraTVETt r ai neet opossess. Themodul e,Pr o v i di ngHo us e ke e pi ngSe r v i c et oGue s t ,c ont ai nst r ai ni ngmat eri al s andacti vi t i esrel at edt oI dent i f yi ngandperf ormi mi ngdi ffer enthousekeepi ngservi ces,handl i ng housekeepi ng r equest s,advi si ng gues t s on r oom and housekeepi ng equi pme mentf oryou t o comp mpl et e. I nt hi smo modul e,you ar erequi r ed t ogot hr ough aseri esofl earni ngact i vi t i esi n ordert ocomp mpl et eeach l earni ngout come me.I n each l earni ngout come meare I nf orma mat i on l ow and per f orm Sheet ,Sel fChec ks,Oper at i on Sheet s andTask/ Job Sheet s. Fol t heact i vi t i eson yourown.I fyou havequest i ons,donothesi t at et oaskf orassi st ance f rom yourf aci l i t at or . Remembert o: • Wo Wor kt hr oughal lt hei nf ormat i onandcompl et et heact i vi t i esi neachsect i on. Read i nf orma mat i on sheet sand comp mpl et ethesel f check.Suggest ed r ef er encesar e • i ncl udedt osuppl eme mentt hema mat eri al spr ovi dedi nt hi smo modul e. Mostpr obabl y ,yourt r ai nerwi l lal sobeyoursupervi sororm ma anager .Hei st her e • t osupportyouandshow yout hecorr ectwayt odot hi ngs. ou wi l lbegi ven pl ent yofoppor t uni t i est o ask quest i onsand pr act i ceon t he • Y j ob.Makesur eyoupr act i ceyournew ski l l sdur i ngr egul arwor kshi f t s.Thi sway , youwi l li mpr oveyourspeed,memoryandyourconfidence. • Uset heSel f Checks,Oper at i on Sheet sorTaskorJobSheet satt heendofeach sect i on t ot es tyourown wn pr ogress.Uset he Per f ormance Cr i t er i a Checkl i stor Pr ocedur alCheckl i stl ocat edaf t ert hesheetofcheckyourown wnperf orma mance.

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CBLMs on HOUSEKEEPING NC II

Date Deveoped! "e#ruar$ %&'(

Date )evised! "e#ruar$ %&'(

Providing Housekeeping to the Guest

Deveoped #$! Saturnino D, Panda* .r

Do*u+ent No, OLLC-HSKNCII&'

Issued #$! Saturnino D, Panda* .r )evision 0 &&

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•

Whenyouf eelconfidencet hatyouhavehadsuffici entpr act i ce,askyourTr ai ner t oeval uat eyou.Ther esul t sofyourassessme mentwi l lber ecordedi nyour Progress Char tadAccomp mpl i shmentChar t .

You need t o compl et et hi s modul e bef or e you can per f or m t he next modul e, Faci l i t ati ngLearni ngSessi on.

BREAD AND PASTRY PRO OD DUCTI ON NC I I

Li stofComp mpet enci es No. 1.

Uni tofCompet ency

Pr ovi deHousekeepi ng

Modul eTi t l e Pr ovi di ngHousekeepi ng

Code TRS512307

Serv i cest oGuest

Serv i cest oGuest

2.

Pr epar eRoomsf orGuest

Pr epar i ngRoomsf orGuest

TRS512308

3.

Cl eanPr emi ses

Cl eani ngPr emi ses

TRS512309

4.

Pr ovi deVal etServi ce

Pr ovi di ngVal etServi ce

TRS512310

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5.

LaundryLi nenandGues t Cl ot hes

Launderi ngLi nenand GuestCl ot hes

TRS512311

TABLE OFCONTENTS Cont ent s

Page

HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIALS.................................................. LIST OF COMPETENCIES........................................................................................................................ TABLE OF CONTENTS.............................................................................................................................. MODULE CONTENT.................................................................................................................................. LEARNING OUTCOME #1 IDENTIFY AND PERFORM DIFFERENT HOUSEKEEPING SERVICES.. LEARNING E!PERIENCE......................................................................................................................... INFORMATION SHEET 1.1-1 I$%&'()$*& $& H&(+,,,*/ ............................................................................... Self-Check 1.1-1 Answer Key 1.1-1

10 41 45

INFORMATION SHEET 1.1-2 I$,%,%+& +*+ C&(*)$*& ' L*+$,*/ S*+ Self-Check 1.1-2 Answer Key 1.1-2

4 55 5

INFORMATION SHEET 1.1-3 U-+,*/ ' S,*/ T,)6*7(,+ Self-Check 1.1-3 Answer Key 1.1-3

58 1 2

INFORMATION SHEET 1.1-4 B+*) O,%$*& S*+ & F)**$*,+ ' E7(*,$ Self-Check 1.1-4 Answer Key 1.1-4

3  

INFORMATION SHEET 1.1-5 P,%+& H9/*,, Self-Check 1.1-5 Answer Key 1.1-5

8 1 2

INFORMATION SHEET 1.1- H&$, O%/*:$*& S$%()$(%,+

2 3 4 5  "

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3 Do*u+ent No, OLLC-HSKNCII&'


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82 83

Self-Check 1.1-6 Answer Key 1.1-6

INFORMATION SHEET 1.1- P%,%*/ R,7(*+*$*&+ ;&% M*$,), S,%<*),

8

LEARNING OUTCOME #2 HANDLE HOUSEKEEPING RE=UEST LEARNING E!PERIENCE.........................................................................................................................

8" "1

INFORMATION SHEET 1.2-1 H&(+,,,*/ ' F%&$ O;;*), F&%+ INFORMATION SHEET 1.2-1 C&',+ ' R,/($*&+ INFORMATION SHEET 1.2-1 Handle Queries thru!h "ele#hne$ %a& 'achine$ (nternet and )-'ail INFORMATION SHEET 1.2-1 I$,%,%+& +*+ C&(*)$*& ' L*+$,*/ S*+ P,%;&%), T,+$ R,;,%,),+

"2 " 103 108 111 114

MODULE CONTENT Qual i ficat i onTi t l e

:HOUSEKEEPI NG NC I I

Uni tofCompetency :Pr ovi deHousekeepi ngServi cest oGuest Modul eTi t l e

:Pr ovi di ngHousekeepi ngServi cest oGuest

I nt r oducti on Thi smodul ecover st heknowl edge,ski l l sandat t i t udei npr ovi di nggener al housekeepi ngservi cest oguest .

Lear ni ngOutcomes:

Uponcompl et i onoft hi smodul e,youmustbeabl et o: 1.I dent i f yandper f orm di ffer enthousekeepi ngservi ces 2.Handl ehousekeepi ngr equest s 3.Advi cegues t sonroom andhousekeepi ngequi pment

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AssessmentCri t eri a:

1.Guestarr i vall i standguesthi st oryar er evi ewedbasedonguestf ol i o. 2.Gues ti sgr ee t edandacknowl edgedbyuseofnamewhenev erpossi bl e. 3.Upsel l i ng and sel l i ng t echni quesar e pr epar ed i n accor dance wi t hi ndust ry pol i cyandpr ocedur e 4.Guest sar ecourt eousl yadvi sedoncorr ectusageofequi pment 5.Mal f unct i onsar epr ompt l yr eport ed i n accor dancewi t h St andar d Operat i ng Pr ocedur es,and wher epossi bl e,al t er nat i vearr angement sar emadet omeet guestneeds. 6.Acol l ect i ont i mef orr equest edequi pmenti sagreeduponwher eappr opr i at e. 7.Coor di nat i on wi t h ot her depart ment i s done i n accor dance wi t h hot el ’ s organi zat i onalst ruct ur eandi t sf unct i on. 8.Gues tr equest sarenot edandcoor di nat edwi t hot herdepart mentconcer ned 9.Request sar ehandl esi n apol i t eandf r i endl ymanneri n accor dancewi t ht he est abl i shment ’ scust omerservi cest andardsandsecur i t ypr ocedur es. 10.

Guesti sacknowl edgedbyuseofnamewheneverpossi bl e

11.

Det ai l s ofr eques t s made ar e confirmed and not ed i n accor dance wi t h

i ndust rypr ocedur es 12.

Appr opri at eapol ogi esar emadewhenreques t shasar i senf r om breakdown

i nr oom servi ce 13.

Ti mel i nessf r omet i ngr eques t sar eagr eeduponwi t hgues t s

14.

Request ed i t ems ar e pr ompt l yl ocat ed and del i ver ed wi t hi n agr eed

t i mef r ames.

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15.

I t emsf orpi ckuparecol l ect edwi t hi nagreedt i mef r ames

I dent i f yandperf orm di fferent LEARNI NG OUTCOMES #1

housekeepi ngser vi ces

CONTENTS:

1.Hot elcodesandr egul at i ons 2.I nt er per sonalski l l s: Communi cat i onandl i st eni ngSki l l s 3.Upsel l i ngandsel l i ngt echni ques 4.Basi coperat i onalski l l sonf aci l i t i esandequi pment 5.Personalhygi ene 6.Hot elorgani zat i onst r uct ur e:depart ment sandi t sf unct i ons“ RankandFi l e”

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7.Pr epari ngr equi si t i onsf ormai nt enanceservi ces

ASSESSMENT CRI TERI A:

1.Guestarr i vall i standguesthi st oryar er evi ewedbasedonguestf ol i o. 2.Gues ti sgr ee t edandacknowl edgedbyuseofnamewhenev erpossi bl e. 3.Upsel l i ng and sel l i ng t echni quesar e pr epar ed i n accor dance wi t hi ndust ry pol i cyandpr ocedur e 4.Guest sar ecourt eousl yadvi sedoncorr ectusageofequi pment 5.Mal f unct i onsar epr ompt l yr eport ed i n accor dancewi t h St andard Operat i ng Pr ocedur es,and wher epossi bl e,al t er nat i vearr angement sar emadet omeet guestneeds. 6.Acol l ect i ont i mef orr equest edequi pmenti sagreeduponwher eappr opr i at e. 7.Coor di nat i on wi t h ot her depart ment i s done i n accor dance wi t h hot el ’ s organi zat i onalst ruct ur eandi t sf unct i on. 8.Gues tr equest sarenot edandcoor di nat edwi t hot herdepart mentconcer ned

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CONDI TI ON:

St udent s/Trai neesmustbepr ovi dedwi t ht hef ol l owi ng: Tool s 1.Tapes 2.Br ochur es/manual s 3.Guestf ol i o,guestl i st 4.caut i onsi gns Equi pment 1.Tel ephone 2.Comput er 3.Shower( wi t hhotandcol d) 4.ref ri gerat or 5.el ect ri cf an 6.ai rcondi t i oni nguni t 7.shel ve s 8.al arm cl ock 9.t el evi si onandvi deopl ayer Mat eri al s/Suppl i es 1.Penandpaper 2.Housekeepi ng/FO f or ms 3.oper at i ngmanual s 4.r oom suppl i esandameni t i es ASSESSMENT METHOD:

1.I nt ervi ew ( oral /quest i onnai r e) 2.Observat i on 3.Demonst r at i onofPr act i calSki l l s 4.Wr i t t enexami nat i on

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Learni ngExperi ences Learni ngOutcome1 I dent i f yandperf orm di fferenthousekeepi ngservi ces Learni ngAct i vi t i es

nf ormat i onSheet1. 11 ReadI Answert heSel f Check1. 11

nf ormat i onSheet1. 12 ReadI Answert heSel f Check1. 12

ReadI nf ormat i onSheet1. 13

heSel f Check1. 13 Answert


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Speci alI nst ruct i ons

Readandunderst andt hei nf ormat i onsheet . Checkyour sel fbyanswer i ngt heSel f Check.You mustansweral lquest i onscorr ect l ybef ore proceedi ngt ot henestact i vi t y. Readandunderst andt hei nf ormat i onsheet . Checkyour sel fbyanswer i ngt heSel f Check.You mustansweral lquest i onscorr ect l ybef ore proceedi ngt ot henestact i vi t y. Readandunderst andt hei nf ormat i onsheet . Checkyour sel fbyanswer i ngt heSel f Check.You mustansweral lquest i onscorr ect l ybef ore proceedi ngt ot henestact i vi t y. Readandunderst andt hei nf ormat i onsheet .








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Answert heSel f Check1. 14

ReadI nf ormat i onSheet1. 15 Answert heSel f Check1. 15

ReadI nf ormat i onSheet1. 16 Answert heSel f Check1. 16


Checkyour sel fbyanswer i ngt heSel f Check.You mustansweral lquest i onscorr ect l ybef ore proceedi ngt ot henestact i vi t y. Readandunderst andt hei nf ormat i onsheet . Checkyour sel fbyanswer i ngt heSel f Check.You mustansweral lquest i onscorr ect l ybef ore proceedi ngt ot henestact i vi t y. Readandunderst andt hei nf ormat i onsheet . Checkyour sel fbyanswer i ngt heSel f Check.You mustansweral lquest i onscorr ect l ybef ore proceedi ngt ot henestact i vi t y. Readandunderst andt hei nf ormat i onsheet .

I nf ormat i on Sheet1. 11 I NTRODUCTI ON TO HOUSEKEEPI NG Hot elCodesandRegul at i ons

Learni ngObj ecti ves:

Af t err eadi ngt hi sI nf or mat i onSheetyoushoul dbeabl et o: 1.Basi cConceptofhousekeepi ngt hr oughi ti nt r oduct i on. 2.Guestarr i vall i standguesthi st oryar er evi ewedbasedonguestf ol i o

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I nLO 1oft heMo Modul eon Pr ovi di ngHo Housekeepi ngSer vi cet oGu Gues tyoul ear ned wi t ht he ski l l s and knowl edge r equi r ed t o pr ovi de a r ange ofgener alhousekeepi ng servi cest oguest s. I NTRODUCTI ON TO HOUSEKE KEEPI NG

Thebasi cconceptofhousekeepi nghasst ar t edf r om keepi ngofadomest i chousecl ean andhasgradual l ycome met oma mai nt ai ni nghi ghst andardofcl eanl i nessandmai nt enance ofcomm mmer ci all evel s,besi dest hehousekeepi ngshoul dal socont ri but est ot hesavi ngi n cost s of l abour , cl eani ng mat eri al and equi pment . Housekeepi ng i s an i mport ant and i nt egr al part of t he guest exper i ence and sat i sf act i on.The i mpactoft he housekeepi ng f unct i on on t he success ofa hot el ’ s oper at i ons cannot be under est i mat ed, si nce l arge r evenue f or hot el i ndust ry i s gener at ed mai nl yf r om t hesal eofr ooms ms.Thehousekeepi ng i sthedepart mentofa hot elchar gedwi t h cl eani ngandmai nt ai ni ngrooms msandpubl i cspaces.Fr om t het i me aguestchecksi ni nahot elt i l lhechecksout ,i ti st hehousekeepi ngdepart mentwhi ch t akescar eoft heguestbyma maki nghi s/herst aypl easantandcomf mf ort abl e. I ngener al ,t hehousekeepi ngcr ew i sresponsi bl ef ort hedai l ycl eani ngofpubl i crooms ms ( l obbi es,cor r i dor s,me mee t i ng r ooms ms) ,pri vat e bedrooms ms and publ i c washr ooms ms.I n addi t i on,i thandl est hel aunder i ngofl i nensand i n some mei nst ances,guestl aundry . Housekeepi ngal soper f orms msa mi norsecur i t yf unct i on by pr ovi di nga “ fir stal er t ”t o pot ent i alguestpr obl ems mswh whi l est aff under t akedai l yguestbedr oom cl eani ng.

Wh W hati shousekeepi ng?

Housekeepi ng i n si mpl ewo wor ds meansma mai nt ai ni ng a houseon a dai l y orl ong t er m basi sorl ooki ngaf t eri t scl eanl i ness,unkeep and smoot hr unni ng,att hesamet i me check al lt hefixt ur esl i ketaps,geysers,el ect ri cwi wi ri ng,bul bs,t ubes,f ans,pl ugpoi nt arei ngoodwor ki ngcondi t i ons. DEFI NI TI ON OF OF HOUSEKEEPI NG

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I n ot herwor ds,wemayal sosayt hathousekeepi ngi sapr ocessofkeepi nga pl acecl ean,beaut i f ulandwel lmai nt ai nedsot hati tl ooksandf eel spl easanti nvi t i ngt o al l ,e i t he rl i v i ng,v i s i t i ngorwor ki ngt her e, . I MPORT RTANCE OF H HO OUSEKEEPI NG

1.Comf :I ti st hedut yoft hehousekeepi ngdepart mentt oensur ecomf mf ortanda mf or t wel comi ng at mospher et ot he guest s as wel las st ri ve t o ext end cour t eous, r el i abl eandsat i sf act oryservi cef r om st affsofal ldepart ment s. 2.Cl eanl i nessand Hygi ene:Ahi ghst andardofcl eanl i nessandgener alupkeepi n al lareas.Cl ean and wel lmai nt ai ned ar easand equi pment scr eat ea f avor abl e i mpr essi onont heguest . 3.Hygi s mai nt ai ned especi al l yi nt he wash r ooms ms,t oi l et s,poolchangi ng enei r oom,heal t hcl ub,et c 4.Privacy:Housekeepi ngst affsensur et hepr i vacyoft heguest sand t heyshoul d bet r ai nedwi t hpr operpr ocedur est oent ert her oom. 5.Saf et y and Securi t y:The house keepi ng depar t mentst affs shoul d ensur et he saf et yandsecuri t yoft heguest swi wi t ht hehel pofsecuri t yservi ces. 6.Décor :Thi swor ki san artandt hehousekeepi ngst aff i sma mai nl yresponsi bl ef or cr eat i ngapl easantat mospher e.

FUNCTI ONS OF HO HOUSEKE KEEPI NG The mai nf unct i ons ofhousekeepi ng ar e over al lcl eanl i ness,bed maki ng,ensur i ng mai nt enanceoft hebui l di ngand i t si nf r ast r uct ur e,l aundry ,l i nen manageme ment ,key cont r ol ,pestcont r ol ,saf et yandsecuri t yoft heguest saswel last hei nf r ast ruct ur eand i nt er i or decor at i on. Al lt hi s ensur e t he amb mbi ence and promo mot es a congeni al envi r onment . Thebasi cf unct i on oft hehousekeepi ngi sexpl ai nedbri efly: Cl eani ngRooms msandPubl i cAr eas:

Apar tf r om cl eani ngt heguestr ooms,housekeepi ngdepar t menti sal sor esponsi bl ef or cl eani ngfloor ,t erraces,el evat ors,el evat orl obbi es,corri dorsofguestfloors,floorl i nen cl oset s,mo mop and j ani t or’ s cl oset s,servi ce l obbi es and servi ce st ai rways,f unct i on

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r ooms ms,shoppi ngar cade,cabanas,bars,di ni ngrooms ms,offic ffices,uni f orm r ooms ms,t ai l or r ooms ms,uphol st ery ,shops,st or er ooms msandswi wi mmi ngpool s. BedMa Maki ng:

Bedmaki ngi saski l lt hatr equi r est obedevel opedbyt hehousekeeper ,asi tnotonl y pr ovi descomf mf ortt ot he guest ,butal so addst ot hepl easantamb mbi enceofa guest ’ s r oom. Li nenMa Management :

Thi si nvol vesal lf unct i onsf r om pur chaseofl i nent ol aunder i ng, st or age,suppl i esand t ocondemn mnat i on.I n ahot eldi ffer entt ypesofcl ot hesandl i nen ar eusedsuch ast he bedsheet s,pi l l ow cover s,napki ns,t owel s,handt owel s,t abl ecover s,cur t ai ns,cushi on coverset c. Laundr ySer vi ces :

Ther el at i onshi p bet ween t hehousekeepi ngand l aundryi ssi gni ficantf ort hesmoot h f unct i oni ngofhousekeepi ngservi ces. PestCont r ol :

PestCont r oli sanot hermaj orj oboft heHousekeepi ngDepart ment .I tspeaksbadl yof ahot elwher eoneseesrat s,cockr oaches,andl i zar dsrunni ngaround.Ther ef or e,pest cont r oli soneoft hepri maryr esponsi bi l i t yoft hehousekeepi ngdepart ment . KeyCont r ol :

Ther oom keyshavet o behandl ed effici ent l yand saf el ybef or eand af t erl et t i ngt he r oom. Saf et yandSecur i t y:

I ft heguest sandst affal waysf earf ort hei rsaf et yandt hesaf et yoft hei rbel ongi ngs,t he at mospher ewi l lbe ver yt ense.Hencet hehousekeepi ng depart mentst aff shoul d be awa wareofwayst opr ot ecthi msel fandother s,especi al l y t heguest sar oundhi m andt he pr opert yoft he hot elf r om acci dent sandt hef t . I nt eri orDecor at i on:

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Thesear t sand cr af t shavet o bewel lmai nt ai ned by t hehousekeepi ng depar t ment . Decor at i ngflower si sacr eat i veand st i mul at i ngar twhi ch of t en carr i esamessageor t heme.Fl ower sandi ndoorpl ant saddcol ourandbeaut yt oar oom. : Room Mai nt enance

Good housekeepi ngdepart menti sj ustasr esponsi bl ef ort hehot el ' smai nt enanceas anengi neer i ngdepart ment .

Hot elCodesandRegul at i onofDEPARTMENTOFTOURI SM DEFI NI TON OF TERMS

Forpurposesoft heseRul es,t hef ol l owi ngshal lmean: Hot el

Resort

Touri stI nn Apart el

Pensi on House

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abui l di ng,edi ficeorpremi sesoracompl et el yi ndependentpart t her eof ,whi chi susef ort her egul arr ecept i on,accommodat i onor l odgi ngoft ravel ersandt ouri st sandt hepr ovi si onofservi ces i nci dent alt heret of oraf ee. Anypl aceorpl aceswi t hpl easantenvi r onmentandat mospher e conduci vet ocomf ort ,heal t hf ulr el axat i onandr est ,offeri ngf ood, sl eepi ngaccommodat i onandr ecreat i onalf aci l i t i est ot hepubl i cf or af eeorr emuner at i on. al odgi ngest abl i shmentcat er i ngt ot r ansi ent swhi chdoesnotmeet t hemi ni mum r equi r ement sofaneconomyhot el . anybui l di ngoredi ficecont ai ni ngsever ali ndependentand f urni shedorsemi f urni shedapart ment s,r egul arl yl easedt o t ouri st sandt r avel ersf ordwel l i ngonamoreorl essl ongt erm basi s andofferi ngbasi cservi cest oi t st enant s,si mi l art ohot el s. apri vat eorf ami l yoperat edt ouri stboar di nghouse,t ouri stguest houseort ouri stl odgi nghouseempl oyi ngnonpr of essi onal domest i chel persregul ar l ycat eri ngt ot ouri st sandt ravel ers, CBLMs on HOUSEKEEPING NC II







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Motori st Hot elMot el Depart ment

cont ai ni ngsever ali ndependentl et t abl er ooms,pr ovi di ngcommon f aci l i t i essuchast oi l et s,bat hr ooms/showers,l i vi nganddi ni ng r oomsand/orki t chenandwher eacombi nat i onofboardand l odgi ngmaybeprovi ded. anyst ruct ur ewi t hseveralsepar at euni t s,pri mari l yl ocat edal ong t hehi ghwaywi t hi ndi vi dualorcommonpar ki ngspaceatwhi ch mot ori st smayobt ai nl odgi ngand,i nsomei nst ances,meal s. t heDepar t mentofTouri sm

orDOT i ficat i oni ssuedbyt heDepart mentt hatt hehol deri s Accr edi tat i on acert r ecogni zedbyt heDepart mentashavi ngcompl i edwi t hi t s mi ni mum st andardscomf ortandconveni enceoft het our i st s. CLASSI FI CATI ON OFAND STANDARD REQUI REMENTSFOR HOTELS

Cl assi ficat i onofHot el : a.DeLuxeCl ass b.Fi r stCl ass c.St andardCl ass d.EconomyCl ass Requi r ement sf oraDeLuxeCl assHot el .Thef ol l owi ngar et hemi ni mum r equi r ement s f or t he es t abl i shment , oper at i on and mai nt enance of a De Luxe Cl ass Hot el : Location

•

Thel ocal i t yandenvi r onsi ncl udi ngappr oachesshal lbe sui t abl ef oral uxuryhot elofi nt ernat i onalst andard;

Thef acade,ar chi t ect ur alf eat ur esandgener alconst r uct i on oft hebui l di ngshal lhavethedi st i nct i vequal i t i esofal uxury hot el . Si ze • Al lsi ngl eanddoubl er oomsshal lhaveafloorar eaofnot l esst hant went yfive( 25)squar emet ers,i ncl usi veof bat hr ooms. •

Bedr oom Faci l i t i esand Furni shi ngs

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Sui t e Ther eshal lbeonesui t epert hi r t yguestr ooms. Bat hr ooms • 1.Al lr oomsmusthavebat hr oomswhi chshal lbeequi pped wi t hfit t i ngsoft hehi ghestqual i t ybefit t i ngal uxuryhot el wi t h24hourservi ceofhotandcol dr unni ngwat er ; 2.Bat hr oomsshal lbeprovi dedwi t hbat ht ubsandshower s; 3.Fl oor sandwal l sshal lbecover edwi t hi mpervi ous mat eri alofel egantdesi gnandhi ghqual i t ywor kmanshi p. el ephone • T Ther eshal lbeat el ephonei neachguestr oom andan ext ensi onl i nei nt hebathr oom ofeachsui t e. Radi o/Tel evi si on • Ther eshal lbear adi oat el evi si onandr el ayedorpi pedi n musi ci neachgues tr oom. Col dDr i nki ngWat er • Ther eshal lbeacol ddri nki ngwat erandgl assesi neach bedr oom. • Ref ri gerat or/Mi ni Bar Ther eshal lbeasmal lr ef r i ger at orandawel l st ockedbari n eachguestr oom. • Room Ser vi ce Ther eshal lbea24hourr oom servi ce( i ncl udi ngpr ovi si ons f orsnacksandl i ghtr ef r eshment s) • Fur ni shi ngsandLi ght i ng 1.Al lguestr oom shal lhaveadequat ef urni t ur eoft he hi ghestst andar dandel egantdesi gn;floor sshal lhave superi orqual i t ywal l -t o-wal lcarpet i ng;wal l sshal lbewel l f urni shedwi t hwel lt ai l oreddraperi esofri chmat eri al s; 2.Li ght i ngarr angement sandfixt ur esi nt her oomsand bat hr oomsshal lbesodesi gnedast oensur eaest het i cas wel lasf unct i onalexcel l ence. • I nf ormat i onMat eri al s •

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Front Offi ce/Recept i o n

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Room t ari ffsshal lbepromi nent l ydi spl ayedi neachbedr oom pl uspr omi nentnot i cesf orservi cesoffer edbyt hehot el , i ncl udi ngf oodandbever ageout l et sandhour sofoper at i on, fir eexi tgui del i nesandhouserul esf orguest s. • T her eshal lber ecept i on,i nf or mat i oncount erandguest r el at i onsofficepr ovi di ng24hourserv i ceandat t endedby hi ghl yqual i fied,t r ai nedandexperi encedst aff. • Lounge Ther eshal lbeawel l appoi nt edl oungewi t hseat i ngf aci l i t i es, t hesi zeofwhi chi scommensur at ewi t ht hesi zeofhot el . Port erServi ce • Ther eshal lbea24hourpor t erservi ce. Forei gnExchangeCount er • Ther eshal lbeadul yl i censedandaut hor i zedf or ei gn exchangecount er . Mai l i ngFac i l i t i e s • Mai l i ngf aci l i t i esi ncl udi ngsal eofst ampsandenvel opes shal lbeavai l abl ei nt hepr emi ses. • LongDi st ance/Over seasCal l s Longdi st anceandover seast el ephonecal l sshal lbemade avai l abl ei nt heest abl i shment . • Recept i onAmeni t i es Ther eshal lbeal ef t l uggager oom andsaf et ydeposi tboxes i nt heest abl i shment . • T el exandFacsi mi l e Ther eshal lbet el ext r anscei verandf acsi mi l ef aci l i t i esi nt he est abl i shment . • Housekeepi ng Housekeepi ngshal lbeoft hehi ghestpossi bl est andard. Li nen • Ther eshal lbepl ent i f ulsuppl yofl i nens,bl anket s,t owel s, et c. ,whi chshal lbeoft hehi ghestqual i t yandshal lbe spot l essl ycl ean.Thel i nens,bl anket sandt owel sshal lbe








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Foodand Bever age

Recreat i onal Faci l i ti es

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changeddai l y. • Laundry/DryCl eani ngServi ce Laundryanddrycl eani ngservi cesshal lbeavai l abl ei nt he est abl i shment . Carpet i ng • Al lpubl i candpri vat er oomsshal lhavesuperi orqual i t y carpet i ngwhi chshal lbewel lkeptatal lt i mes. Di ni ngRoom • Ther eshal lbeacoffeeshopandatl eastonespeci al t ydi ni ng r oom whi charewel lequi pped,wel l -f urni shedandwel l mai nt ai ned, servi nghi ghqual i t ycui si neandpr ovi di ng ent er t ai nment . Bar • Wher everper mi ssi bl ebyl aw,t her eshal lbeanel egantand wel l st ockedbarwi t hanat mospher eofcomf or tandl uxury . Ki t chen • 1.Theki t chen,pant ryandcol dst orageshal lbe pr of essi onal l ydesi gnedt oensur eeffici encyofoper at i onand shal lbewel l equi pped,wel l mai nt ai ned,cl eanandhygi eni c. 2.Theki t chenshal lhaveanadequat efloorareawi t hnonsl i pfloori ngandt i l edwal l sandadequat el i ghtand vent i l at i on. • Cr ockery 1.Thecrockeryshal lbeofel egantdesi gnandofsuperi or qual i t y , 2.Ther eshal lbeampl esuppl yofi t ; 3.Nopi eceofcr ockeryi nuseshal lbechi pped,cr ackedor grazed.Thesi l verwar eshal lbewel l pl at edandpol i shedat al lt i me s. Swi mmi ngPool • Ther eshal lbeawel l desi gnedandpr oper l yequi pped swi mmi ngpool . Tenni s/Gol f /Squash/Gym Faci l i t i es • CBLMs on HOUSEKEEPING NC II







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Ther eshal lbeatl eastoner ecr eat i onalf aci l i t yorat i eup wi t honewi t hi nt hevi ci ni t yoft hehot el . • Li veent ert ai nmentshal lbepr ovi ded. Ent er t ai nment nt enance Engi neeri ngand • Mai Mai nt enanceofal lsect i onsoft hehotel( i . e. ,bui l di ng, Mai nt enance f urni t ur e,fixt ur es,et c.shal lbeofsuperi orst andar d. i r condi t i oni ng • A Ther eshal lbecent r al i zedai r condi t i oni ngf ort heent i r e bui l di ng( excepti nt hear easwhi char eatami ni mum of 3, 000f eetaboveseal evel . • V ent i l at i on Ther eshal lbeat echnol ogi cal l yadvanced,effici entand adequat event i l at i oni nal lareasoft hehotel . • Li ght i ng Ther eshal lbeadequat el i ght i ngi nal lpubl i candpr i vat e r ooms. • Emer gencyPower Ther eshal lbeahi ghpower edgener at orcapabl eofpr ovi di ng suffici entl i ght i ngf oral lt heguestr ooms,hal l ways,publ i c ar eas/r ooms,andoperat i ngel evat ors,f oodr ef ri gerat i onand wat erservi ces. Fi rePrevent i onFaci l i t i es • Thefir epr event i onf aci l i t i esshal lconf or m wi t ht he r equi r ement soft heFi r eCodeoft hePhi l i ppi nes. Out doorAr ea • General Thehot elshal lhaveacommonout doorar eaf orguest s Faci l i ti es (e. g. , :ar oofgardenoraspaci ouscommont err ace. • Par ki ng/Val et Ther eshal lbeanadequat epar ki ngspaceandval etservi ce. Funct i on/Conf er enceFaci l i t i es • Ther eshal lbeoneormor eofeachoft hef ol l owi ng: conf er encer oom,banquethal l( wi t hacapaci t yofnotl ess t han200peopl eseat edandpr i vat edi ni ngroom.

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Servi ceand Staff Special Faci l i t i es

• Shops Ther eshal lbebar bershop, DOTaccr edi t edt r avel agency/t ourcount er ,beaut ypar l or , sundri esshop. • Se cur i t y Adequat esecur i t yona24hourbasi sshal lbepr ovi dedi nal l ent r ancesandexi t soft hehot elpr emi ses. • Medi calServi ce Amedi calcl i ni ct oservi ceguest sandempl oyeesshal lhavea r egi st er ednur seona24hourbasi sandadoct oroncal l . 1.Prof essi onal l yqual i fied,hi ghl yt r ai ned,experi enced, • effici entandcour t eouss t aff shal lbeempl oyed; • 2.Thest aff shal lbei nsmartandcl eanuni f orms. Busi nessCent er ,l i mousi neservi ceandai rportt r ansf ers • shal lbeprovi ded.

Requi r ement sf oraFi r stCl assHot el .Thef ol l owi ngar et hemi ni mum r equi r ement sf or t heest abl i shment ,oper at i onandmai nt enanceofafir stcl asshot el : Location

Bedr oom Faci l i t i esand Furni shi ngs

1.TheLocat i onandenvi r onsi ncl udi ngappr oachesshal lbe sui t abl ef orafirstcl asshot elofi nt ernat i onalst andard; 2.Thef aÃ§ade,ar chi t ect ur alf eat ur esandgener alconst ruct i on oft hebui l di ngshal lhavethedi st i nct i vequal i t i esofafirstcl ass hot e l . Si ze Al lsi ngl eanddoubl er oomsshal lhaveafloorar eaofnotl ess t hant went yfive( 25squar emet er s,i ncl usi veofbat hr ooms. *Sui t e Ther eshal lbeone( 1sui t eperf or t y( 40guestr ooms . * Bat hr ooms 1.Al lr oomsshal lhavebat hr oomswhi chshal lbeequi ppedwi t h fit t i ngsoft hehi ghestqual i t ybefit t i ngafirstcl asshot elwi t ha

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24hourservi ceofhotandcol dr unni ngwat er ; 2.Bat hr oomsshal lbeprovi dedwi t hshower sandor /bat ht ubs; 3.Fl oor sandwal l sshal lbecover edwi t hi mpervi ousmat eri alof aest het i cdesi gnandhi ghqual i t ywor kmanshi p. * Tel ephone Ther eshal lbeat el ephonei neachguestr oom. * Radi o/Tel evi si on Ther eshal lbear adi o,t el evi si onandr el ayedpi pedi nmusi ci n eachguestr oom. * Col dDr i nki ngWat er Ther eshal lbecol ddr i nki ngwat erandgl assesi neach bedr oom. * Room Ser vi ce Ther eshal lbea24hourr oom servi ce( i ncl udi ngpr ovi si onsf or snacksandl i ghtr ef r eshment s. * Fur ni shi ngandLi ght i ng 1.Al lguestr oom shal lhaveadequat ef urni t ur eofveryhi gh st andardandverygooddesi gn;floor sshal lhavewal l t owal l carpet i ng;ori ft hefloori ngi sofhi ghqual i t y( marbl e,mosai c, et c. ,carpet sshal lbepr ovi dedandshal lbeofasi ze pr oport i onat et othesi zeoft heroom;wal l sshal lbewel l f urni shedwi t hwel lt ai l or eddraperi esofveryhi ghqual i t y mat eri al ; 2.Li ght i ngarr angement sandfixt ur esi nt her oomsand bat hr oomsshal lbesodesi gnedast oensur ef unct i onal excel l ence.

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* I nf ormat i onMat eri al s Room t ari ffsshal lbepromi nent l ydi spl ayedi neachbedroom pl uspr omi nentnot i cesf orservi cesoffer edbyt hehot el , i ncl udi ngf oodandbever ageout l et sandhourofoper at i on,fir e exi tgui del i nesandhouserul esf orguest s. FrontOffi ce/ Recepti on

Ther eshal lbear ecept i onandi nf or mat i oncount erpr ovi di ng 24hourser vi ceandst affedbyt r ai nedandexperi enced per sonnel . *Lounge Ther eshal lbeal obbyandwel l appoi nt edl oungewi t hseat i ng f aci l i t i es,t hesi zeofwhi chi scommensur at ewi t ht hesi zeoft he hot e l . *Port erServi ce Ther eshal lbea24hourpor t erservi ce. * Forei gnExchangeCount er Ther eshal lbeadul yl i censedandaut hori zedf or ei gnexchange count er . * Mai l i ngFac i l i t i e s Mai l i ngf aci l i t i esi ncl udi ngsal eofst ampsandenvel opesshal lbe avai l abl ei nt hepr emi ses. * LongDi st ance/Over seasCal l s Longdi st anceandover seast el ephonecal l sshal lbemade avai l abl ei nt heest abl i shment . * Recept i onAmeni t i es Ther eshal lbeal ef t-l uggager oom andsaf et ydeposi tboxesi n t heest abl i shment .

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* Tel exandFacsi mi l e Ther eshal lbeavai l abl et el ext r anscei verandf acsi mi l ef aci l i t i es i nt heest abl i shment . Li nen eshal lbeagoodsuppl yofl i nens,bl anket s,andt owel s shal lbehi gh of Ther shal lbechangeddai l y . standard. Housekeepi ng

* Laundry/DryCl eani ngSer vi ces Laundryanddrycl eani ngshal lbeavai l abl ei nt he est abl i shment . * Carpet i ng Al lpubl i candpr i vat er oomsshal lhavehi ghqual i t ycarpet i ng whi chshoul dbewel lkeptatal lt i mes. Foodand Bever age * Di ni ngRoom

Ther eshal lbeacoffeeshopandatl eastonespeci al t ydi ni ng r oom whi charewel l equi pped,wel lf urni shedandwel l mai nt ai ned,servi nggoodqual i t ycui si neandpr ovi di ng ent ert ai nment . * Bar Wher everper mi ssi bl ebyl aw,t her eshal lbeanel egantandwel l â€“ st ockedbarwi t hanat mospher eofcomf ort . * Ki t chen 1.TheKi t chen,pant ryandcol dst orageshal lbepr of essi onal l y desi gnedt oensur eeffici encyofoper at i onandshal lbewel l equi pped,wel l mai nt ai ned,cl eanandt i l edwal l sandadequat e l i ghtandvent i l at i on. 2.Theki t chenshal lhaveanadequat efloorar eawi t hnonsl i p floori ngandt i l edwal l sandadequat el i ghtandvent i l at i on.

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* Cr ockery 1.TheCr ockeryshal lbeofbestqual i t y; 2.Ther eshal lbeadequat esuppl yofi t ;

Recreat i onal Faci l i ti es

3.Nopi eceofcr ockeryi nuseshal lbechi pped,chi ppedor grazed.Thesi l verwar eshal lbekeptwel l pl at edandpol i shedat al lt i mes . Swi mmi ngPool Ther ewi l lbeawel l-desi gnedandpr oper l yequi ppedswi mmi ng pool .

* Tenni s/Gol f /Squash/Gym/Faci l i t i es Ther eshal lbeoner ecr eat i onalar eaf aci l i t yorat i eupwi t hone wi t hi nt hevi ci ni t yoft hehot el . Li veent ert ai nmentshal lbepr ovi ded. Ent er t ai nment nt enance Engi neer i ngand Mai Mai nt enanceofal lsect i onsoft hehot el( i . e.bui l di ng,f urni t ure, Mai nt enance fixt ures,et c.shal lbeofhi ghqual i t y. * Ai r condi t i oni ng Al lpr i vat eandpubl i cr oomsshal lbeai r condi t i oned( excepti n areaswhi chareatami ni mum of3, 000f eetaboveseal evel . *Vent i l at i on Ther eshal lbet echnol ogi cal l yadvanced,effici entandadequat e vent i l at i oni nal lar easoft hehot el . *Li ght i ng Ther eshal lbeadequat el i ght i ngi nal lpubl i candpr i vat e r ooms. TESDA








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* Emer gencyPower Ther eshal lbeahi ghpower edgener at orcapabl eofpr ovi di ng suffici entl i ght i ngf oral lguestr ooms,hal l ways,publ i c ar eas/r ooms,andoper at i ngel evat ors,f oodr ef ri gerat i onand wat erservi ces. *Fi rePrevent i onFaci l i t i es Thefir epr event i onf aci l i t i esshal lconf or m wi t ht he r equi r ement soft heFi r eCodeoft hePhi l i ppi nes. General Faci l i ti es

Parki ng/Val et Ther eshal lbeanadequat epar ki ngspaceandval etservi ce. * Funct i on/Conf erenceFaci l i t i es Ther eshal lbespeci alr oomsf orconf er ence/banquetpurposes. *Shops Ther eshal lbeaDOTaccr edi t edt r avelagency/t ourcount er , bar bershop,beaut ypar l orsundr i esshop.

Requi r ement sf oranEconomyCl assHot el .Thef ol l owi ngar et hemi ni mum r equi r ement sf ort heest abl i shment ,oper at i onandmai nt enanceofanEconomycl ass hot e l . Location

Bedr oom Faci l i t i esand

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1.Thel ocal i t yandenvi r onsi ncl udi ngappr oachesshal lbesuch asar esui t abl ef oragoodhot el ; 2.Thear chi t ect ur alf eat ur esandgeneralconst ruct i onoft he bui l di ngshal lbeofgoodst andar d. *Si ze Al lsi ngl eanddoubl er oomsshal lhaveafloorar eaofnotl ess t hanei ght een( 18squar emet er s,i ncl usi veofbat hr oom. CBLMs on HOUSEKEEPING NC II







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Furni shi ngs

* Bat hr ooms Al lr oomsshal lhavebat hr oomsequi ppedwi t hshower sand basi cfit t i ngsofgoodst andar dwi t hcol dr unni ngwat erona24hourbasi sandhotr unni ngwat eratsel ect edareas. * Tel ephones Ther eshal lbeacal lbel li neachguestr oom. * Col dDr i nki ngWat er Ther eshal lbecol ddr i nki ngwat erandgl assesi neach bedr oom. * Room Ser vi ce Room Servi ceshal lbepr ovi dedatsel ect edhour s. * Fur ni shi ngandLi ght i ng 1.Al lguestr oomsshal lhavebasi cf urni t ur eofgooddesi gn; floor sshal lbewel lfini shed; 2.. Li ght i ngarr angement sandfixt ur esi nal lr oomsand bat hr oomsshal lbeofgoodst andar d.

FrontOffi ce/ Recepti on

* I nf ormat i onMat eri al s Room t ari ffsshal lbepromi nent l ydi spl ayedi neachbedroom pl uspr omi nentnot i cesf orservi cesoffer edbyt hehot el i ncl udi ngf oodandbever ageout l et sandhour sofoper at i on,fir e exi tgui del i nesandhouserul esf orguest s. * Recept i onandI nf ormat i onCount er Ther eshal lbear ecept i onandi nf or mat i oncount erpr ovi di nga 24hourservi ceandequi ppedwi t ht el ephone. *Lounge

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Ther eshal lbear easonabl yf urni shedl oungecomme nsur at e wi t ht hesi zeoft hehot el . *Port erServi ce Port erser vi ceshal lbemadeavai l abl euponr equest . * Mai l i ngFac i l i t i e s Ther eshal lbemai l i ngf aci l i t i es. * LongDi st ance/Over seasCal l s Longdi st ance/over seascal l sshal lbemadeavai l abl eupon request. * Recept i onAmeni t i es Ther eshal lbeal ef t l uggager oom andsaf edeposi tboxes. * Tel exFac i l i t i es Tel exf aci l i t i esshal lbeopt i onal . Housekeepi ng

Pr emi sesshal lbekeptcl eanandt i dy. * Li nen Cl ean, goodqual i t yl i nen/bl anket s/t owel s,et c.shal lbe suppl i edandchangeddai l y . * Laundry/DryCl eani ngSer vi ces Laundryanddrycl eani ngservi cesshal lbeavai l abl eby arr angement .

Foodand Bever age

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* Di ni ngRoom Ther eshal lbeatl eastoneequi ppedandwel l mai nt ai neddi ni ng r oom/rest aur antser vi nggood,cl eanandwhol esomef ood.








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* Ki t chen 1.Ther eshal lbeacl ean,hygi eni candwel l equi ppedand mai nt ai nedki t chenandpant ry; 2.TheKi t chenshal lhaveadequat efloorareawi t hnonsl i p floori ngandt i l edwal l sandadequat el i ghtandvent i l at i on. * Cr ockery Thecr ockeryshal lbeofgoodqual i t y . Mai nt enance Engi neer i ngand * Mai nt enancei nal lhoteli nal lsecti ons( i . e. ,bui l di ng,f urni t ure, Mai nt enance fixt ur es,et c.shal lbeofgoodst andar d. * Ai r condi t i oni ng Atl east50% oft her oomsshal lbeai r condi t i oned( excepti n areaswhi chareatami ni mum of3, 000f eetaboveseal evel . *Vent i l at i on Ther eshal lbeadequat event i l at i oni nal lr ooms. *Li ght i ng Ther eshal lbeadequat el i ght i ngi nal lpubl i candpr i vat er ooms. * Emer gencyPower Ther eshal lbeaspar egener at ort opr ovi del i ghtandpoweri n emer gencycases. *Fi r ePrevent i on Thefir epr event i onf aci l i t i esshal lconf or m wi t ht her equi r ement s oft heFi r eCodeoft hePhi l i ppi nes. General Faci l i ti es

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*Shops Ther eshal lbeasundr i escount er . CBLMs on HOUSEKEEPING NC II







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*Securi t y Adequat esecur i t yona24hourbasi sshal lbepr ovi dedi nal l ent r ancesandexi t soft hehot elpr emi ses.

Servi ceand Staff

Special

* Medi calServi ce Theservi cesofadoct orshal lbeavai l abl ewhenneeded. 1.Thest affshal lbewel l t r ai ned,experi enced,court eousand effici ent ; 2.Thest affshal lbei ncl eanuni f orms. Ai rpor tTr ansf ershal lbepr ovi deduponr equest .

Faci l i ti es

CHAPTER I I I CLASSI FI CATI ON OFAND STANDARD REQUI REMENTSFOR RESORTS

Ki nds ofResort s.Resort s may be cat egor i zed as beach r esort( l ocat ed al ong t he seashore,i nl andresort( l ocat edwi t hi nt het ownproperorci t y,i sl andr esort( l ocat edi n nat ur alormanmadei sl and wi t hi nt hei nt ernalwat er soft hePhi l i ppi neAr chi pel ago, l akesi deorr i ver si deresort( l ocat edal ongorneart hebankofal akeorr i ver ,mount ai n r esor t ( l ocat ed at or near a mount ai n of hi l l and t heme par ks. Cl assi ficat i onofResort s.Forpurposesofaccredi t at i on,r esort sshal lbecl assi fiedas f ol l ows: Cl assAAA Cl assAA Cl assA Speci alI nt erestResort TESDA








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Requi r ement sf oraCl assAAAResor t .Thef ol l owi ngaret hemi ni mum r equi r ement sf or t heoper at i onandmai nt enanceofaCl assAAAr esor t : a.Locat i onandEnvi r onment Ther esor tshal lbesi t uat edi nasui t abl el ocat i onf r eeofnoi se,at mospher i cand mari nepol l ut i on. b.Par ki ng( I fappl i cabl e Anadequat epar ki ngspacewi t hpar ki ngsecur i t yshal lbepr ovi dedf r eet oguest s. c.Faci l i t i esAndRoom Accommodat i on Ther esor tshal lhavei t sr ooms,f aci l i t i esandameni t i esequi val entt ot hoseofaFi r st Cl assHot elr equi r edundersect i on4her eof . d.Publ i cWashr ooms Ther eshal lbeacl eanandadequat epubl i ct oi l etandbat hr oom f ormal eandf emal e, pr ovi dedwi t hsuffici enthotandcol drunni ngwat er ,t oi l etpaper ,soap,handt owel and/orhanddryer . e.Sport sandRecreat i onalFaci l i t i es Ther esor tshal lofferatl eastf our( 4spor t sandr ecr eat i onalf aci l i t i es. f .Conf erence/Convent i onFaci l i t i es Conf erence/convent i onf aci l i t i eswi t hat t achedt oi l et sshal lbepr ovi ded. g.Empl oyeeFaci l i t i es Adequat eandwel l mai nt ai nedcaf et er i a,l ockerr oomsandsepar at ebat hr oomsf ormal e andf emal eempl oyeesshal lbepr ovi ded. Mi ni mum Requi r ement sf orCl assAAResor t .Thef ol l owi ngar et hemi ni mum r equi r ement sf ort heoper at i onandmai nt enanceofacl assAAr esort : a.Locat i onandEnvi r onment Ther esor tshal lbel ocat edi nasui t abl ear eaf r eeofnoi se,at mospher i candmari ne pol l ut i on.

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b.Par ki ng( i fappl i cabl e Anadequat epar ki ngspacewi t hpar ki ngsecur i t yshal lbepr ovi dedf r eet oguest s. c.Faci l i t i esandAccommodat i ons Ther esor tshal lhavei t sr ooms,f aci l i t i esandameni t i esequi val entt ot hoseofa St andardCl assHot elasr equi r edundersect i on5her eof . d.Publ i cWashr ooms Ther eshal lbeacl eanandadequat epubl i ct oi l etandbat hr oom f ormal eandf emal e, pr ovi dedwi t hsuffici entr unni ngwat er ,t oi l etpaper ,soap,handt oweland/orhand dryer . e.Sport sandRecreat i onalFaci l i t i es Ther esor tshal lofferatl eastt hr ee( 3spor t sandr ecr eat i onalf aci l i t i es. f .Conf erence/Convent i onFaci l i t i es Conf erence/convent i onf aci l i t i esshal lbepr ovi ded. g.Empl oyeeFaci l i t i es Adequat ewel l mai nt ai nedl ockerr oomsandbat hr oomsf ormal eandf emal eempl oyees shal lbeprovi ded. Mi ni mum Requi r ement sf oraCl assAResort .Thef ol l owi ngar et hemi ni mum r equi r ement sf ort heoper at i onandmai nt enanceofacl assAr esort : a.Locat i onandEnvi r onment Ther esor tshal lbel ocat edi nasui t abl el ocat i onf r eeofnoi se,at mospher i candmar i ne pol l ut i on. b.Par ki ng( I fappl i cabl e Anadequat epar ki ngspacewi t hpar ki ngsecur i t yshal lbepr ovi dedf r eet oguest s. c.Faci l i t i esandAccommodat i ons Ther esor tshal lhavei t sr ooms,f aci l i t i esandameni t i esequi val entt ot hoseofa St andardCl assHot elasrequi r edunderSect i on5her eof .

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d.Ther eshal lbeacl eanandadequat epubl i ct oi l etandbat hr oom f ormal eandf emal e, pr ovi dedwi t hsuffici entr unni ngwat er ,t oi l etpaper ,soap,handt oweland/orhand dryer . e.Sport sandRecreat i onalFaci l i t i es Ther esor tshal lofferatl eastt hr ee( 3spor t sandr ecr eat i onalf aci l i t i es. f .Conf erence/Convent i onFaci l i t i es Conf erence/convent i onf aci l i t i esshal lbepr ovi ded. g.Empl oyeeFaci l i t i es Adequat eandwel l mai nt ai nedl ockerr oomsandbat hr oomsf ormal eandf emal e empl oyeesshal lbepr ovi ded. Sect i on11.Mi ni mum Requi r ement sf oraCl assAResor t .Thef ol l owi ngar et he mi ni mum r equi r ement sf ort heoper at i onandmai nt enanceofacl assAr esor t : a.Locat i onandEnvi r onment Ther esor tshal lbel ocat edi nasui t abl el ocat i onf r eeofnoi se,at mospher i candmar i ne pol l ut i on. b.Par ki ng( i fappl i cabl e Anadequat epar ki ngspacewi t hpar ki ngsecur i t yshal lbepr ovi dedf r eet oguest s. c.Room Accommodat i ons Cl assA r esortshal lhavei t sr oomsequi val entt ot hoseofanEconomyCl asshot elas r equi r edunderSect i on6her eof . d.Publ i cWashr ooms Ther eshal lbeacl eanandadequat epubl i ct oi l etandbat hr oom f ormal eandf emal e, pr ovi dedwi t hsuffici entr unni ngwat er ,t oi l etpaperandsoap. e.Sport sandRecreat i onalFaci l i t i es Ther esor tshal lofferatl eastt wo( 2spor t sandr ecr eat i onalf aci l i t i es Sect i on12.Mi ni mum Requi r ement sf oraSpeci alI nt er estResort .Thef ol l owi ngar et he

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mi ni mum r equi r ement sf ort heoper at i onandmai nt enanceofaSpeci alI nt er est Resort : a.Locat i on Thecampandgr oundsi t esshal lbewel ldr ai nedandnotsubj ectt ofloodi ng.I tshal l bedi st antf r om anysour ceofnui sanceandshal lnotendangersour cesofanywat er suppl yandot hernat ur alr esour ces. b.LoungeandRecept i onCount er Ther eshal lbear ecept i oncount erandar easonabl yf ur ni shedl oungecommensur at e wi t ht hesi zeofher esor t . c.Room Accommodat i on Ther eshal lbeatl eastfive( 5l et t abl ebedr oomsf orper manentsi t eoper at i ons.The bedr oom shal lber easonabl yspaci ousandpr ovi dedwi t hcomf or t abl ebed( s,suffici ent andf r eshsuppl yofl i nen,mi rr orandel ect ri cf axexcepti npl aceswhereel ect ri ci t yi s notavai l abl e.Formovabl eoper at i on,ami ni mum ofsi xt een( 16guest spl ust hest aff shal lbeaccommodat edi nt ent s,l eant osandt hel i ke.Wher eper manentt ent sare used.Fl oori ngshal lbeatl eastf our( 4i nchesabovet heground.Tent sshal lbe pr ovi dedwi t hadequat ebeddi ngssui t abl ef ort r opi caluse.Themeparksmaybe exempt edf r om t hi sr equi r ement . d.Toi l etandBat hr oom Ther eshal lbesepar at ecl eant oi l etandbat hr oom f aci l i t i esf ormal eandf emal eguest s whi chshal lbepr ovi dedwi t hsuffici entsuppl yofr unni ngwat erandsi t uat edi n appr opr i at ear eas.Thesameshal lbesuppl i edwi t hsoapandt oi l etpaper .Adequat e port abl echemi calt oi l et sshal lbepr ovi dedatt hecampsi t ef ormobi l egroups.I nt he absenceofchemi calt oi l et s,t emporarysani t aryl at ri nesshal lbepr ovi dedbasedon accept abl ePhi l i ppi nest andar ds. e.Li ght i ng,Furni shi ngandVent i l at i on. Li ght i ngar r angementandf ur ni shi ngsi nal lr oomsshal lbeofgoodst andard.I nareas wher et her ei snoel ect r i calpower ,eachr oom shal lbepr ovi dedwi t hnonhazar dous port abl el i ght s.Adequat emeansofvent i l at i onshal lal sobepr ovi ded. f .St aff andServi ce Adequat enumberoft r ai ned,experi enced,cour t eousandeffici entshal lbeempl oyed.

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Theyshal lwearcl eanuni f or msatal lt i mes.Thef r ont l i nest affshal lhaveagood speaki ngknowl edgeofEngl i sh. Sect i on13.Gener alRul esont heOper at i onandManagementofResort s. a.Mai nt enanceandhousekeepi ng-Mai nt enanceofal lsect i onsoft heresortshal lbeof accept abl est andard,andshal lbeonacont i nui ngbasi s,t aki ngi nt oconsi der at i ont he qual i t yofmat eri al susedaswel lasi t supkeep.Housekeepi ngshal lbeofsucha st andar densuri ngwel l kept ,cl eanandpol l ut i onf r eepr emi ses.Aver mi ncont r ol pr ogr am shal lber egul ar l ymai nt ai nedi nal lar easoft her esort .Regul arandhygi eni c garbagedi sposalsyst em shal lbemai nt ai ned.Sani t at i onmeasur esshal lbeadopt edi n accor dancewi t ht hest andardspr escri bedunderP. D.856CodeonSani t at i onoft he Phi l i ppi nes. b.Li f eguar dandSecuri t y-Al lr esor t sshal lpr ovi det heservi cesofasuffici entnumber ofwel l t r ai nedl i f eguardsdul yaccredi t edbyei t hert hePhi l i ppi neNat i onalRedCr oss, t heWat erLi f eSavi ngAssoci at i onoft hePhi l i ppi nesoranyrecogni zedorgani zat i on t r ai ni ngorpr omot i ngsaf et yobj ect i ves,andadequat esecuri t ywhenevert her ear e guest s. c.Medi calServi ces-Al lresort sshal lprovi det heservi cesofaphysi ci an,ei t heroncal l oronf ul l t i mebasi s,dependi ngont hei rv ol umeofoper at i onandaccessi bi l i t yt o hospi t alormedi calcent er s.I naddi t i on,r esort sshal lempl oyadequat efir st ai dwho havecompl et edacour sei nfir stai ddul ycert i fiedbyt heNat i onalRedCr ossorany org ani zat i onaccredi t edbyt hesame.Adequat efir stai dmedi ci nesandnecessary l i f e' savi ngequi pmentshal lbepr ovi dedwi t hi nt hepr emi ses. d.Fi refight i ngFaci l i t i es-Fi refight i ngf aci l i t i esshal lbeprovi dedi naccordancewi t h t heFi r eCodeoft hePhi l i ppi nes. e.Si gnboar ds-Appr opri at esi gnboar dsshal lbeconspi cuosl ydi spl ayedout si det he est abl i shmentshowi ngcl earl yt henameandcl assi ficat i onott her esortasdet er mi ned byt heDepart me nt . f .BeachandLakesi der esort-t her eshal lbepl acedonabeachorl akesi der esortan adequat enumberofbuoyswhi chshal lbespr eadwi t hi nt hear eat obedet er mi nedby t her esor townerorkeeperassaf ef orswi mmi ngpurposes,andi ncompl i ancewi t h

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exi st i nggovernmentr egul at i onsand/orl ocalordi nancesont hepl aci ngofsuchbuoys. g.Desi gnat edarea-Thedi st ancef r ont i ngt heareaoft her esortwi t hadequat enumber ofbuoysaspr ovi dedi nt hepr ecedi ngsect i onshal lbedesi gnat edast hear eaf or swi mmi ngpurposes,andnoboat ,bancaorot hercr af t sshal lbeal l owedt oent ert he ar eadesi gnat ed.Theresortownerorhi sdul yaut hori zedr epr esent at i veshal lbe empower edundert heserul est oenf orcet heabove,andshal ll i kewi sedesi gnat ea port i onoft hebeachf r ontt obeusedexcl usi vel yf orl oadi ngandunl oadi ngofr esort guest s,unl essot herwi sedesi gnat edel sewher ebyrul esandr egul at i onsspeci fict o area. h.Pr ecaut i onarymeasur es ( 1)I nnocaseshal lt her esor tmanagemental l ow swi mmi ngatt hebeachf r ontbeyond 10: 00pm andappr opri at enot i ceshal lbepost edt oi nf orm t her esortguest soft hi s regul at i on. ( 2)Ni ghtswi mmi ngatt hepoolshal lbeal l owedonl yi ft herear eadequat el i f eguar dson dut yandwhent hepoolpr emi sesar esuffici ent l yl i ght ed. ( 3)Managementshal lpostsuffici entandvi si bl esi gnsi nst r at egi car easi nt heresor tor att hebeacht owarnguest s/cust omer soft hepr esenceofart i fici alornat ur alhazar ds, dangeroroccurr encest her eat . i .Prohi bi t edact sandpract i ces. ( 1)Nopet sorani mal sshal lbeal l owedt obat he/swi m al ongbeaches.Li kewi se,pukot fishi ngandwashi ngoffishnet sshal lbest ri ct l ypr ohi bi t edi nbeachr esort s. ( 2)Resortowner sshal lpr ohi bi tambul antvendorsf r om peddl i ngt hei rwareswi t hi nt he r esortpr emi sesi nordert opr ovi det hei rguest sacert ai ndegreeofpri vacyt oenabl e t hem t orel axandenj oyt hei rst ayt hereat . ( 3)Li t t eri ngi nresortshal lbestri ct l yprohi bi t ed.Resortownersshal lkeept hei r pr emi sescl eanandshal ladoptt hei rownant i l i t t eri ngmeasur es. ( 4)Wi t houtpr ej udi cet oexi st i ngonesnor esortshal lbeest abl i shedorconst ruct ed wi t hi nar adi usoffive( 5ki l omet er sf r om anypol l ut i oncausi ngf act oryorpl ant . â€

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CHAPTERI V STANDARD REQU QUI REME MENTSFORAPARTELS Sect i on14.Requi r eme ment sf orApart el s.Forpurposesofaccredi t at i on,t hef ol l owi wi ngar e t hemi mi ni mum r equi r eme ment sf ort heest abl i shment ,oper at i onandma mai nt enanceofan apart el : a.Si ze-Theapart elshal lhaveatl eastami mi ni mum ofTWENTYFI VE( 25l et t abl e apart ment s. b.Apar t ment-Theapar t elEachapar t mentoft heapar t elshal lhavepr ovi dedwi t h l i vi nganddi ni ngar eas,ki t chen,andbedr oom wi t hat t achedt oi l etandbat h. c.Li vi ngAr ea-Thel i vi ngar eashal lbepr ovi dedwi t hessent i alandr easonabl y comf ort abl ef urni t ur e. d.Ki t chen-Theki t chenshal lbespaci ous,cl ean,hygi eni candadequat el yequi pped wi t hcooki ngut ensi l s.I tshal lal sobepr ovi dedwi t hf aci l i t i esf orst or ageand r ef ri gerat i onoff oods,f ordi sposalofgarbageandf orcl eani ngofdi shesandcooki ng ut e ns i l s. e.Di ni ngAr ea-Thedi ni ngar eashal lbespaci ousandpr ovi dedwi t hdi ni ngt abl eand chai rs,i ncl udi ngal lessent i aldi ni ngf aci l i t i es,suchas,butnotl i mi t edt opl at es, spoonsandf orks,dri nki nggl asses,et c. f .Toi l etandBat hr oom -Thet oi l etandbat hr ooms msshal lal waysbecl eanandhave adequat esani t at i onandrunni ngwat er . g.Bedroom -Thebedr oom shal lbespaci ousandpr ovi dedwi wi t hcomf mf ort abl ebed.Ther e mustal sobepr ovi dedacl osetandami rr or . h.Li nen-Theapart elshal lhavesuffici entsuppl yofcl eanl i nenshal lbechanged r e gul ar l y . i .Vent i l at i on-Theapart mentshal lbesuffici ent l yvent i l at edand,i fpossi bl e,each bedr oom shal lbeai r condi t i onedorpr ovi dedwi t hanel ect ri cf an.Thi sr equi r ement

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shal lnotbeappl i cabl ei nhi ghal t i t udear eas. j .Li ght i ng-Li ght i ngar r angement sandfixt ur esi nal lr oomsshal lbeadequat e. k.Tel ephone-Ther eshal lbeat el ephoneoraâ€œcal lbel l â€ but t oni neachr oom. m. l .El evat ors-Anel evat orshal lbepr ovi dedf orabui l di ngofmoret hant hr ee( 3st oreys wheneverpossi bl e. m.St aff andServ i ces-Thest aff shal lbet r ai ned,experi enced,cour t eousandeffic ffici ent . Theyshal lbepr ovi dedwi t hsmar tandcl eanuni f orm. n.Medi calFaci l i t i es-Aneme mer gencycl i ni c,st ockedwi t heme mer gencyme medi ci nesand drugst oservi ceemp mpl oyeesandguest sshal lbepr ovi ded.Apart elwi t hmor et hanone hundr ed( 100apart ment sshal lsecur et her egul arser vi cesofahousephysi ci an. o.Fi refight i ngFaci l i t i es-Theapart elshal lprovi defirefight i ngf aci l i t i esi naccordance wi t ht heFi r eCodeoft hePhi l i ppi nes. p.LoungeandRecept i onCount er-Ther eshal lbear easonabl yf urni shedl ounge comm mmensur at ewi wi t ht hesi zeoft heapart el .Ther ecept i oncount ershal lbeat t endedby t r ai nedandexper i encedst aff andshal lal sobepr ovi dedwi t hat el ephone. q.Securi t y-Adequat esecuri t yona24hourbasi sshal lbepr ovi dedi nal lent r ances andexi t soft heapart elpr emi mi ses.Theapart elshal lseet oi tt hatt het enant sshal lhave agood,peacef ulandcomf mf ort abl el odgi ngduri ngt hei rst ayi nt heapart el .

STANDA DARD REQUI REME MENTS FOR TOURI RI ST I NNS Requi r eme ment sf orTouri stI nns.

Forpurposesofaccredi t at i on,t hef ol l owi wi ngaret hemi mi ni mum r equi r eme ment sf ort he est abl i shment ,oper at i onandmai nt enanceofat ouri sti nn: a.Locat i on-Thet ouri sti nn,exceptt hoseal r eadyexi st i ngal lt het i meoft he pr omu mul gat i onoft heseRul es,shal lbel ocat edal ongt hepri nci palhi ghwaysort he TESDA








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t r ansport at i onr out esandshal lopent obusi nessonat went yf our( 24hourbasi s. b.Bedr oom Faci l i t i esandFurni shi ngs-Al lbedr oom shal lhaveat t achedt oi l etand bat hequi ppedwi t h24hourservi ceofrunni ngwat er .Theyshal lhaveadequat e nat uralaswel lasart i fici all i ghtandvent i l at i onandshal lbef urni shedwi t h comf ort abl ebedsandqual i t yf urni t ur e( mi rr or ,wri t i ngtabl e,chai r ,chai rcl osetand dr esser .Wal l sshal lbepai nt edorwal lpaper edandkeptcl eanandpl easi ngt otheeye. Wi Wi ndowsshal lbef ur ni shedwi t hcl eanandappr opr i at edr aper i es.Fl oor sshal lbeof goodfloori ngma mat eri al s. Al lsi ngl ebedr oomsshal lhaveafloorar eaofnotl esst hanni ne( 9squar eme t er sand al lt wi nr oomsordoubl er oomsshal lhaveafloorar eaofnotl esst hansi xt een( 16 squareme met er s. Ther eshal lbevacuum j ugsort her mosflaskswi t hdri nki ngwat erwi t hgl assesi neach bedr oom.Ther eshal lbeadequat esuppl yofcl eanl i nen,bl anket sandt owel st hatshal l bechangedr egul ar l y . c.Par ki ng-Ther eshal lbeadequat epar ki ngspacef orvehi cl espr oport i onat et ot he numberofl et t abl erooms msandot herpubl i cf aci l i t i esoft hei nn. d.Recept i on-Ther eshal lbear ecept i onandi nf orma mat i oncount erat t endedby qual i fied,t r ai nedandexperi encedst aff.Ther eshal lbeal obbyandawe wel l appoi nt ed l oungef orseat i ngand/orr eadi ngpur poses. e.Tel ephone-Thereshal lbeadequat et el ephonef aci l i t i esf ort heuseofal lguest si nal l publ i car eas.Servi cesf orl ongdi st ancet el ephonecal l soroverseasshal lbema made avai l abl et oguests. f .Radi o/Tel evi si on-Thereshal lbeprovi si onsf orradi osand/ort el evi si onset sf ort he useofguest suponr equest . g.Di ni ngRoom -Ther eshal lbewel l equi pped,wel l f urni shedandwel l mai nt ai ned di ni ngroom/ m/r est aur antf ori t sguest saswel last hepubl i ci ngeneral .Aki t chen, pant ryandcol dst or ageshal lbedesi gnedandor gani zedt oensur eeffic ffici encyof oper at i onandshal lbewe wel l mai nt ai ned,cl ean andhygi eni c.

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h.Securi t y-Adequat esecuri t yshal lbepr ovi dedt oal lguest sandt hei rbel ongi ngs. i .Emer gencyPower-I nnswi t hmor et hanfif t y( 50l et t abl er oomsshal lhaveemer gency powerf aci l i t i est ol i ghtt hecommonar easandemer gencyexi t si ncaseofpower f ai l ur e. j .Fi r eFi ght i ngFaci l i t i es-Adequat efirfight i ngf aci l i t i esshal lbeavai l abl easr equi r ed andspeci fiedbyt hel ocalfir edepart menti nt hel ocal i t yand/ort heFi r eCodeoft he Phi l i ppi nes.

STANDARD REQUI REMENTSFOR MOTELS

Requi r ement sf ormot el s-f ort hepurposesofaccredi t at i on,t hef ol l owi ngar et he mi ni mum r equi r ement sf ort heest abl i shment ,oper at i on,andmai nt enanceofmot el s: a.Locat i on-Themot el ,exceptt hoseal readyexi st i ng,shal lbel ocat edal ongorcl oset o t hehi ghwaysormaj ort r ansport at i onr out es.I tshal lhaveatl eastt en( 10uni t s. b.Gar age-Themot elshal lhaveani ndi vi dualgar ageoracommonpar ki ngspacef or t hevehi cl eofi t sguests. c.Bedr oom -Eachuni tshal lbepr ovi dedwi t haf ul l yai r condi t i onedbedr oom,orat l east ,anel ect ri cf an,andshal lbef urni shedwi t hcomf ort abl ebed/scl eanpi l l ows, l i nenandbedsheet s. d.Toi l etandBat hr oom -Theuni t sshal lbepr ovi dedwi t hat t achedt oi l etandbathr oom wi t hcol dandhotwat er ,cl eant owel s,t i ssuepaperandsoap. e.Tel ephone-Thereshal lbeat el ephoneorcal l bel li neachuni t . f .St aff andServi ce-Themot elst aff shal lbet r ai ned,experi enced,court eousand effici ent .Theyshal lwearc l eanuni f orm whi l eondut y . g.Medi calServi ces-Medi calservi ce4sonanemer gencybasi sshal lbemade av ai l abl e .

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h.Fi refight i ng-Faci l i t i es-Adequat efirefight i ngf aci l i t i esshal lbeprovi dedf oreach separ at euni t /bui l di ng,i naccor dancewi t ht heFi r eCodeoft hePhi l i ppi nes. i .Li ght i ng-Li ght i ngarr angementandfixt ur esi nal luni t sshal lbeadequat e. j .Housekeepi ng-Effici enthousekeepi ngshal lbemai nt ai ned. k.Mai nt enance-effici entmai nt enanceoft hemot eli nal li t ssect i ons( i .e.bui l di ng ground,fixt ur es,f urni t ure,publ i cr ooms,ai r condi t i oni ng,et c.shal lbepr ovi dedona cont i nui ngbasi s. l .Ot herFaci l i t i es-Themotelmay,ati t sopt i on,servef oodanddri nksexcl usi vel yt oi t s guest,andi nst al lsuchotherspeci alf aci l i t i esnecessaryf ort hei rbusi ness. m.Si gnboar d-Al lmot elshal lkeepanddi spl ayi naconspi cuouspl aceout si det he est abl i shmentasi gnboar dshowi ngcl earl yt henameoft hemot el . Regi st ry-Al lmot el sshal lkeepaMot elRegi st ryBook.Al lguestseeki ng accommodat i oni nt heest abl i shmentshal lbere qui r edt or egi st ert hepart i cul ar si nt he Regi st ryBook: a.Ful lname; b.Addr ess; c.Number ,dat eandpl aceofi ssueofResi denceCert i ficat eCl assAorDri ver ' sLi cense, orPassport Themot elmanagementi sr equi r edt omai nt ai nasepar at el ogbookoft hepl at enumber oft hevehi cl esorcar susedt oi t scust omersorguest scomi ngi nt oorl eavi ngt he mot el s. Ent ryi nt heMot elRegi st r at i onBook-Thedat epr escri bedi nt hepr ecedi ngsect i on shal lbeent eredf ort hwi t hbyt heguest s,ori funabl et owri t e,byt hekeeperormot el cl er k. Mi nor st obeAccompani edbyParent sorGuardi an-Nomot elshal lacceptf orl odgi ng oraccommodat i onanyper sonbel ow 18year sofageunl essaccompani edbyaparent orguardi an.

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Depart ur eofGuest s-Ont hedepart ur eoft heguest s,t hemot elcl er kshal lr ecordi n t heRegi st ryBookoft hedat eandhouroft hei rdepart ur e. Room Rat es-I naddi t i ont odai l yr at es,mot el smayl i kewi sei mposewashupr at es.No guestwhodesi r est obeaccommodat edonadai l yr at ebasi sshal lber ef used. Ther ent alr at eshal lbepost edpr omi nent l yatt her ecept i oncount erand/oratt hedoor ofeachr oom. STANDARD REQUI REMENTS FOR PENSI ONS

Requi r ement sf orPensi ons-Forpurposesofaccredi t at i on,t hef ol l owi ngar et he mi ni mum r equi r ement sf ort heest abl i shment ,oper at i onandmai nt enanceofa pensi on. a.Si ze-Apensi onshal lhaveafive( 5l et t abl erooms) . b.Bedr ooms-Thebedr oomsshal lbepr ovi dedwi t hsuffici entnumberofcomf or t abl e bedscommensur at ewi t ht hesi zeoft her oom. Eachr oom shal lhaveadequat enat ur alaswel lasart i fici all i ghtandvent i l at i on.I t shal lbeprovi dedwi t hatl eastanel ect ri cf an,wri t i ngt abl e,acl oset ,awat erj ugwi t h gl assespr oport i onat et ot henumberofbedsi nt her oom. Roomsshal lbecl eanandpr esent abl eandr easonabl yf urni shedt odepi ctt het r ue at mospher eofaFi l i pi nohome. c.CommonToi l etandBat hr oom -Theest abl i shmentshal lpr ovi deat oi l etand bat hr oom t obeusedi ncommonbyt heguest s.Ther eshal lbeatl eastone( 1t oi l etand one( 1bat hr oom/showerf oreveryfive( 5guest s. d.Li nen-Ther eshal lbeadequat esuppl yofcl eanl i nenandt owel s.Soapandt i ssue papershal lbeprovi dedatal lt i mes. e.Li vi ngRoom -Ther eshal lbear easonabl yf ur ni shedl oungeorl i vi ngroom area commensur at ewi t ht hesi zeoft hepensi onwher eguest smayr ecei vevi si t ors,wat ch

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t el evi si onorread. f .Di ni ngRoom -Thepensi onshal lhaveadi ni ngroom whi chshal lbeavai l abl ef ort he commonuseofi t sguest s.

APPLI CATI ON FOR ACCREDI TATI ON

Fi l i ngofAppl i cat i on-Anyperson,part nershi p,corporat i onorotherent i t ydesi ri ngt o secur eanaccredi t at i onf r om t heDepart mentshal laccompl i shi ndupl i cat eandfil e wi t ht heDepart me nt ,t heappl i cat i onpr escr i bedf orsuchpur pose. Support i ngDocument st obesubmi t t edwi t hAppl i cat i onâ€“Unl essot her wi se i ndi cat edi nt hef orm,t heappl i cat i onshal lbeaccompani edbyt wocopi esoft he f ol l owi ngdocument s: a.I ncaseofcorporat i onorpart nershi p,acert i fiedt ruecopyoft heArt i cl esof I ncorporat i on,i t sbyl aws,orArt i cl esofPart ner shi pandAmendment st her eof ,dul y r egi st er edwi t ht heSecur i t i esandExchangeCommi ssi on,andBusi nessName Cert i ficat e;i ncaseofsi ngl ePr opri et orshi p,Busi nessNameCert i ficat eand amendment st her eof ,i fany . b.Appl i cant ' sl at esti ncomet axr et ur nandaudi t edfinanci alst at ement sf ort he pr ecedi ngyearofi t soperat i on( notappl i cabl ef ornew est abl i shment s. c.Li stoft henamesofal loffici al sandempl oyeesandt hei rr espect i vedesi gnat i ons, nat i onal i t i es,homeaddr esses;f oral i enper sonnel -val i dvi saf r om t heBur eauof I mmi gr at i onandt heappr opr i at eper mi tf r om t heDepar t mentofLaborand Empl oyment . d.Mayor' spermi tand/ormuni ci pall i cense. e.Suchot herpaper sordocument sasmayberequi r edf r om t i met ot i mebyt he Depart ment . Cr eat i onofanI nspect i onTeam -Af t ert heappl i cat i onf orm hasbeenfil ed,t he Depar t mentshal lcr eat eani nspect i ont eam composedofatl eastt wo( 2member sf r om TESDA








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t heDepart ment . Ocul arI nspect i onofEst abl i shmentandI mmedi at ePr emi ses.-Uponr ecei ptofi t s mi ssi onorder ,t hei nspect i ont eam shal lconductanocul ari nspect i onoft he est abl i shmentandi t si mmedi at epr emi sesf ort hepur poseofdet er mi ni ngwhet heri t meet st hest andardssetbyt heDepart mentf ort heest abl i shment ' saccredi t at i on.The DOTt eam shal lbeaccompani edbyar epresent at i veoft heest abl i shmentdur i ngt he i nspect i on. Checkl i stt obeAccompl i shedDur i ngOcul arI nspect i onofEst abl i shment .-Thet eam shal lprovi dei t sel fwi t hasetofcheckl i stoft herequi rement sf ort heest abl i shment .Al l defici enci esf ound,aswel last her equi r ement scompl i edwi t hshal lbenot edi nt he c he ckl i s t . Al lt heObservat i onsoft heAppl i cantShal lbeEnt er edi nt heCheckl i st .-Any observat i onoft heappl i cantorhi sdul yaut hori zedr epr esent at i vepr esentatt het i me oft hei nspect i ononanyadver sefindi ngoft het eam shal lbeent er edi nt hecheckl i st . Theappl i cantshal lt henbef urni shedwi t hacopyoft heaccompl i shedcheckl i st . Reportoft heTeam -Wi t hi nfive( 5daysf r om t hedat eoft hei nspect i onoft he est abl i shmentandi t si mmedi at epr emi ses,t het eam shal lr enderareportofi t s findi ngsand/orr ecommendat i ons. I ssuanceofCert i ficat eofAccredi t at i on-I ft heappl i canthassat i sf act orycompl i edwi t h t hepr escri bedmi ni mum r equi r ement s,t heDepar t mentshal lt heni ssuet heCer t i ficat e ofAccredi t at i oni nf avoroft heappl i cant . Val i di t yofCer t i ficat eofAccr edi t at i on-TheCer t i ficat eofAccr edi t at i onshal lbeval i df or aperi odofone( 1yearf r om t hedat eofi ssue,unl esssoonerr evokedbyt he Depart ment . Accr edi t at i onFees-Thef ol l owi ngschedul eoraccr edi t at i onf eesshal lbecol l ect edf r om t heappl i cant st hathavecompl i edwi t ht hepert i nentr equi r ement sf oraccredi t at i on: Hot el Del uxeCl assP2, 200. 00 Fi r stCl ass1, 980. 00

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St andar dCl ass1, 650. 00 EconomyCl ass1, 100. 00 Resort Cl assAAAP2, 200. 00 Cl assAA1, 100. 00 Cl assA550. 00 Speci alI nt eres tResort550. 00 Tour i stI nnP550. 00 Apar t elP385. 00 Pensi onHouseP220. 00 Mot ori stHot elP220. 00 GROUNDSFOR CANCELLATI ON OF ACCREDI TATI ON

Gr oundsf orCancel l at i onofAccredi t at i on-Anyoft hef ol l owi ngact s,omi ssi onsor offensesshal lsuffici entgroundsf ort hecancel l at i onofaccredi t at i on: a.Maki nganyf al sedecl arat i onors t at ementormaki nguseofanysuchdecl arat i onor st at ementoranydocumentcont ai ni ngt hesameorcommi t t i ngf r audoranyactof mi srepresent at i onf ort hepurposeofobt ai ni ngt hei ssuanceofaccredi t at i on; b.Fai l ur et ocompl ywi t horcont r aveneanyoft hecondi t i onssetf ort hi nt hecer t i ficat e ofaccredi t at i on; c.Fai l ur et omeett hest andar dsandr equi r ement sf ort heoper at i onoft he est abl i shment ; d.Al l owi ngorpermi t t i ngtheestabl i shmentofi t sf aci l i t i est obeusedf ori l l egal , i mmor alori l l i c i tac t i v i t i e s;and e.Vi ol at i onofornoncompl i ancewi t hanyoft hepr ovi si onsoft heseRul es, pr omul gat edor der s,deci si onsandci r cul arsi ssuedbyt heDepart mentandot her concer nedagenci es.

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SUPERVI SI ON OF ACCREDI TED ESTABLI SHMENTS

Di spl ayofCert i ficat eofAccredi t at i on-Thecert i ficat eofaccredi t at i onshal lbe di spl ayedi naconspi cuouspl aceoft heest abl i shment . NonTransf erabi l i t yofCert i ficat eofAccredi t at i on-Theri ght sovert heaccredi t at i on shal lbenont ransf erabl e. Peri odi cI nspect i on-Whennecessaryorwhenpubl i cgooddi ct at es,t heDepart ment maysendani nspect i ont eam t ot heest abl i shmentf ort hepur poseoffindi ngout whet heri ti sbei ngkeptand/ormanagedi namannercomf ort abl et ot hest andar ds setbyt heDepart ment .Thei nspect i onshal lbeconduct edatar easonabl et i meoft he daywi t hduer egardandr espectaccor dedt ot heri ghtt opri vacyofpart i esconcerned. Def ect sandDefici enci esFoundDur i ngt heI nspect i on-Wher ecer t ai ndef ect sand defici enci eshavebeenf oundi nt hecour sesoft hei nspect i on,t heDepart mentshal l gi vedi r ect i ont othekeeper ,manageroroperat ort orect i f yt hedef ect sordefici enci es wi t hi nar easonabl eper i odoft i me . Penal t yf orFai l ur et oRemedyt heDef ect s,et c.I ft hemanagementf ai l st oremedyt he def ect sofdefici enci es,t heDepart mentmayr evoket heCert i ficat eofAccr edi t at i onof t heEst abl i shment . Gambl i ngandDi sorderl yConduct-Hot el ,r esort ,t ouri sti nn,mot el ,apart eland pensi onhousekeeper s,manager soroper at orsshal lexertal leffort snott oal l ow gambl i ngoranyf orm,dr unkenness,ordi sor der l yconductofanyki ndbyanyonei n t heest abl i shmentandi t si mmedi at epr emi ses. Pr ost i t ut i onandOt herI mmoral /I l l egalAct i vi t i es-Managersoroper at orsofhot el s, r esort s,t ouri sti nns,mot el s,apart el sandpensi onhousesshal lexertal lpossi bl e effort snott oper mi tanyper sonwhom t heyknow orhaver easont obel i evet obeei t her apr ost i t ut e,apedophi l eorofquest i onabl echar act ert ooccupyar oom ort oent ert he pr emi ses.Toaccompl i sht hi send,t heyshal li mmedi at el yr eportt ot henear estpol i ce st at i ont hepr esenceofanysuchper soni nt hepr emi ses. MI SCELLANEOUS PROVI SI ONS

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Confident i alCharact erofCer t ai nDat a-I nf ormat i onanddocument sr ecei vedorfil ed wi t ht heDepart me nti npur suanceoft her equi r ement soft heseRul esshal lbet r eat ed asconfident i alandshal lnotbedi vul gedt oanypri vat epart ywi t houtt heconsentof t hepart yconcer ned. Separ abi l i t yCl ause-Thepr ovi si onsoft heseRul esar eher ebydecl ar edseparabl e,and i nt heeventt hatanyoneormoreofsuchpr ovi si onsar edecl ar edi nval i d,t heval i di t yof al lotherpr ovi si onsshal lnotbeaffect edt hereby. Repeal i ngCl ause-Al lexi st i ngRul esandRegul at i onsCi r cul arsi ssuedbyt he Depart mentofTour i sm whi charei nconsi st entwi t ht hepr ovi si onoft heseRul es,are her ebyrepeal edand/ormodi fiedaccor di ngl y . Effect i vi t y-TheseRul esandRegul at i onsshal lt akeeffecti mmedi at el y . APPROVED AND PROMULGATED THI S26TH DAYOFAUGUST1992,MANI LA, PHI LI PPI NES,

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Sel f Check1. 11 Mul t i pl eChoi ces:

Chooset hebestanswer .Wri t et hel et t erofyourchoi ceonyouranswersheet . 1.I ti ssi mpl ewor dsmeansmai nt ai ni ngahouseonadai l yorl ongt er m basi sor l ooki ngaf t eri t scl eanl i ness,unkeepandsmoot hrunni ng,att hesamet i mecheckal l t hefixtur esl i ketaps,geysers,el ect ri cwi ri ng,bul bs,t ubes,f ans,pl ugpoi ntar ei ngood wor ki ngcondi t i ons. A.Househol d B.Housekeepi ng C.Room Ser vi ce D.FrontOffice

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2.I ti st hedut yoft hehousekeepi ngdepart mentt oensur ecomf ortand awel comi ng at mospher et ot he gues t s as wel l as st r i ve t o ext end cour t eous, r el i abl e and sat i sf act oryservi cef rom st affsofal ldepart ment s. A.Comf or t B.Cl eanl i nessandHygi ene C.Hygi ene D.Pri vacy 3.Ahi gh st andard ofcl eanl i ness and gener alupkeep i n al lareas.Cl ean and wel l mai nt ai nedar easandequi pment scr eat eaf avor abl ei mpr essi onont heguest . A.Comf or t B.Cl eanl i nessandHygi ene C.Hygi ene D.Pri vacy

4.I smai nt ai nedespeci al l yi nt hewashr ooms,t oi l et s,poolchangi ngroom,heal t hcl ub, e t c . A.Comf or t B.Cl eanl i nessandHygi ene C.Hygi ene D.Pri vacy 5.Housekeepi ngst affsensur et hepri vacyoft heguest sandt heyshoul dbet r ai ned wi t hpr operpr ocedur est oent ert her oom. A.Comf or t B.Cl eanl i nessandHygi ene C.Hygi ene D.Pri vacy

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6.Thehousekeepi ngdepar t mentst affsshoul densur et hesaf et yandsecuri t yoft he guest swi t ht hehel pofsecuri t yservi ces. A.Comf or t B.Saf et yandSecuri t y C.Hygi ene D.Décor 7.Thi swor ki sanartandt hehousekeepi ngst aff i smai nl yresponsi bl ef orcr eat i nga pl easantat mospher e. A.Comf or t B.Saf et yandSecuri t y C.Hygi ene D.Décor 8.I saski l lt hatr equi r est obedevel opedbythehousekeeper ,asi tnotonl ypr ovi des comf ortt otheguest ,butal soaddst ot hepl easantambi enceofaguest ’ sr oom. A.BedMaki ng B.Li nenManagement C.LaundryServi ces D.PestCont r ol 9.Thi si nvol vesal lf unct i onsf r om pur chaseofl i nen t ol aunderi ng, st orage,suppl i es andt ocondemnat i on. D.PestCont r ol C.LaundryServi ces B.Li nenManagement A.BedMaki ng 10.The r el at i onshi p bet ween t he housekeepi ng and l aundry i s si gni ficantf ort he smoot hf unct i oni ngofhousekeepi ngservi ces. A.BedMaki ng B.Li nenManagement C.LaundryServi ces TESDA








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D.PestCont r ol 11.I sanot hermaj orj oboft heHousekeepi ngDepart ment .I tspeaksbadl yofahot el wher eoneseesr at s,cockr oaches,andl i zar dsr unni ngar ound.Ther ef or e,pest cont r oli soneoft hepri maryr esponsi bi l i t i esoft hehousekeepi ngdepart ment . A.BedMaki ng B.Li nenManagement C.LaundryServi ces D.PestCont r ol 12.Ther oom keyshavet obehandl edeffici ent l yandsaf el ybef oreandaf t erl et t i ngt he r oom. A.BedMaki ng B.KeyCont r ol C.LaundryServi ces D.Saf et yandSecur i t y 13.I ft heguest sandst affal waysf earf ort hei rsaf et yandt hesaf et yoft hei rbel ongi ngs, t heat mospher ewi l lbeveryt ense. A.BedMaki ng B.KeyCont r ol C.LaundryServi ces D.Saf et yandSecur i t y 14.Theseart sandcr af t shavet obewel lmai nt ai nedbyt hehousekeepi ngdepart ment . Decorat i ngflower si sacreat i veandst i mul at i ngartwhi chof t encarri esamessageor t heme.Fl ower sandi ndoorpl ant saddcol ourandbeaut yt oar oom. A.BedMaki ng B.I nt eri orDecorat i on C.LaundryServi ces D.Room Mai nt enance 15.Goodhousekeepi ngdepart menti sj ustasresponsi bl ef ort hehot el ' smai nt enance asanengi neer i ngdepart ment .

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A.BedMaki ng B.I nt eri orDecorat i on C.LaundryServi ces D.Room Mai nt enance

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AnswerKey1. 11

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

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I nf ormat i on Sheet1. 12 I nt erpersonalski l l s: Communi cati on andl i st eni ngSki l l s Learni ngObj ecti ves:

Af t err eadi ngt hi sI nf or mat i onSheetyoushoul dbeabl et o: 1.Guestarr i vall i standguesthi st oryar erevi ewedbasedonguestf ol i o. 2.Gues ti sgr ee t edandacknowl edgedbyuseofnamewhenev erpossi bl e. 3.Upsel l i ng and sel l i ng t echni ques are pr epar ed i n accor dance wi t hi ndust ry pol i cyandpr ocedur e 4.Guest sarecourt eousl yadvi sedoncorr ectusageofequi pment

I nt hepr evi ousi nf ormat i on sheet ,wehavedi scussedt heusedHot elCodesand Regul at i ons. I nt hi sl esson,you wi l lbe i nt r oduci ng t ot he Guestcycl ei n hot elservi ces, r evi ewi ngt heguestarr i vall i standguesthi st orybased on guestf ol i o,useguestgreet andacknowl edgeofnamewheneverpossi bl e,pr epar eupsel l i ngandsel l i ngt echni ques i n accor dancewi t hi ndust rypol i cyand pr ocedur esand advi seGuestcour t eousl yon corr ectusageofequi pment s.

GuestCycl e

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I GuestCycl e: Theguestcycl edescri best heact i vi t i est hate ach guestpassesbyf r om t hemoment he/shecal l st ocommuni cat ear eser vat i on i nqui ryt i l lhe/shedepart sf r om t hehot el . I nf act ,t he guestcy cl e encompasses 4 di ffer entst ages,whi ch are depi ct ed i nt he under neat hdi agr am: •

Pre-Arri val⇒ Arri val⇒ Occupancy⇒ Depart ur e Each st age oft he guestcycl ei s associ at ed guestser vi ce,and guestaccount i ng act i vi t y( i es) . •

1.Guestservi ces: Reservat i on ⇒ Regi st rat i on ⇒ Occupancyservi ces⇒ Checkoutandhi st ory

2.GuestAccount i ng: Est abl i shmentofcr edi t s⇒ Post i ngcharges⇒ Ni ghtaudi t i ng⇒ set t l ementofaccount s Bel ow i sadescri pt i onoft heact i vi t i esundert akenateachst ageoft heguestcycl e:

•

1.Prearri val : Att hepr earri valst age,t hehot elmustcreat ef oreverypot ent i alguestar eservat i on • Recor d.Doi ngt hi si ni t i at est hehot elguestcycl e.Moreover ,r eservat i on r ecor dshel p personal i zeguestservi cesandappr opri at el y schedul ene ede ds t aff andf ac i l i t i e s Ther eservat i on depart mentshoul d,t hen,compl et eal lt hepr er egi st r at i on act i vi t i es and pr epar e guest f ol i os ( appl i cabl e onl yf or aut omat ed sys t ems) . Doi ng so wi l l event ual l y maxi mi ze r oom sal es by accur at e l y moni t ori ng r oom avai l abi l i t y and f orecast i ngroom r evenues •

2.Arri val : • A tt hearr i valst age,r egi st r at i on and r oomi ngf unct i onst akespl ace and t hehot el est abl i shesabusi nessrel at i onshi pwi t ht heguest .

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Thechecki ncl erkshoul ddet ermi net heguest ’ sreservat i on st at us( i . e.prer egi st ered

•

guest s v e r s us wal ki ns) .Lat er ,he/sheshal lpr eparear egi st r at i on r ecordormaket he guest si gn t he al r eadypr i nt ed pr er egi st r at i on r ecor d( under some of t he semi aut omat edandal lf ul l yaut omat edsyst ems) . Theregi st rat i onr ecor dsshal li ncl udet hef ol l owi ng per sonal an dfinanci al i t ems:

•

a)Personali nf ormat i on: 1.Name and Surname oft he guest al ong wi t h bi l l i ng address ,t el ephone number ,andanyot hercoor di nat es 2.Passportnumber ,bi r t h cer t i ficat e,and/ordr i vi ngl i censenumber( what ever applicable) 3.Anyspeci alneedsorr equest s 4.Gues tSi gnat ur e b)Fi nanci ali nf or mat i on: 1.Dat eofarr i val 2.Expect eddat eofdepar t ur eorl engt hofst aydependi ngon how t hesys t em i n t hehot eli sdesi gned 3.Assi gnedr oom number 4.Assi gnedr oom r at e 5.Gues t ' si nt endedmet hodofpayment Regi st r at i onr ecordscanbeusedf orv ari ouspurposes:

•

a)Sat i sf yguestneeds b)For ecastr oom occupanci es c)Set t l p e r oper l y guestaccount s d)Est abl i shguesthi st oryr ecordsatcheckout[ per sonal& financi ali nf ormat i on] e)Assi gnaroom t ypeandaroom r at ef oreachgues t f ) Det ermi ne l ongrun avai l abi l i t y[ i . e. r eservat i on i nf ormat i on] ver sus short run av ai l abi l i t y[ i . e.r o om s t at us ] g)Sat i sf y speci alcat egori es ofguest s such as di sabl ed peopl et hr ough barri er f r ee designs

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3.Occ upancy: Att heoccupancyst age,t hef r ontofficedepart mentshal lcoordi nat eguestserv i ces i n • at i mel y and acc ur at emanner.Mor eover ,f r ontofficecl er ksshoul d encour ager epeat gues t sby payi ng a gr e atat t e nt i o nt o guestcompl ai nt s.Thi si s ensur ed by pl aci ng compl ai ntand/orsugges t i on car dsi n ever ypubl i cpl aceand r evenuecent er si nt he hot el .Moreover ,t he hot elshal l ,atl easton a dai l y basi s,col l ectcommentcards, pr oceedwi t ht hei ranal ysi s,andpr ovi deposi t i vef eedbackt oguestassoonaspossi bl e. I n addi t i on,shal ldesi gn effect i ve pr ocedur es i n or dert o pr ot ectt he f unds and val uabl es ofguest s.Thi s mi ght be ensur ed t hr ough guest key cont r ol ,pr oper t y survei l l ance,saf edeposi tboxes,andwel ldesi gnedemer gencypanel sandexi t s… • Anot heract i vi t yatoccupancyi st opr ocesspost i ngofguestchar ges[ i . e.postr oom r at es,F&B charges,addi t i onalexpenses,and t axes…]t ovari ousguestf ol i os,mast er Fol i os… Whi l edoi ngso,f r ontofficecl er ksshal lcont i nuousl ycheckf ordevi at i onsf r om t hehousel i mi t ,andt akecorr ect i vemeasur esast ochanget hest at usoft heguestt o Pai di nadvance.Fi nal l y,f r ontofficecl er ksshal lper revi ew AccountBal ances i odi c al l y i ncoor di nat i onwi t ht heni ghtaudi t or . •

4.Depar t ur e: tt hedepart ur est age,t heguestshal lbewal ked outoft hehot el .More over ,f r ont • A office cl er ks shal lcr eat e guesthi st ory r ecord.Fi nal l y ,cashi er s shal lse t t l e guest accountout st andi ngbal ances[ i . e. :bal ancet heGuestaccountt o 0] I ngener al ,apr opercheckoutoccur swhent heguest :

•

a)Vacat est her oom b)Recei vesan accur set t l ementoft heguestaccount at e c)Ret ur nsr oom keys d)Leavest hehot el Atdepart ur e,checkoutper sonnelshoul d encour ageguest st oconsi derr et ur ni ngt o • t hehot elon anyf ut ur edat e.That ' swhycashi er sshoul dactl i keat ruesal esper son, and mi ghte vent ual l y acceptguestf ut ur er eservat i ons.Thatway ,t he st ages oft he guestcycl ebecomereal l yacycl e( i . e.st artf rom wherei tends) .

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I fatdepart ur e,t heguestaccounti snotf ul l yset t l ed,t hen l at echar gesaccumul at e. I n such an undesi r ed case,t heresponsi bi l i t yofcol l ect i on l i eswi t hi nt heaccount i ng depar t ment ,howevert hef r ontofficedepar t mentshal lpr ovi deal lneces saryt ypesof i nf ormat i ont omakethi scol l ect i oneasi er ,qui cker ,andf easi bl e. •

I I -Fr ontOfficeSyst ems:

Unt i lt he1960' s,nearl yal lhot el swer eoper at i ngundert hemanualsyst em.Atl at e 70' s,wi t ht hei nt r oduct i on ofcomput er s,hot el sshi f t ed t o semi aut omat ed syst ems. Nowadays,mostoft hefivest arhot el soper at eundert hef ul l yaut omat edsyst em.Bel ow i sabri efdescri pt i onoft het hr eedi ffer entsyst emsunderwhi chhot el smi ghtoper at e. •

1.Nonaut omat ed[ manual ]sys t ems:Thi sverysyst em i st heonechar act er i ze dbyt he sol e usage of hands. I nf act , al lf ormat s, pr ocedur es, and di ffer ent ki nds of cal cul at i onsar edonemanual l y . 2.Semi aut omat ed [ El ect r omec hani cal ] syst ems: Thi s syst em ge t s use of some El ect r omechani calequi pment .I nf act ,undert he semi aut omat ed syst em,each depar t mentmi ghthave i t s own comput ersyst em underwhi ch i thandl esal li t s operat i ons. 3.Ful l yaut omat ed[ comput erbased]syst ems:That ' st hebestsys t em everusedi nt he hot eli ndust ry .I nf act ,i ti s char act eri zed by t he excessi ve use ofdepart ment al sof t war epackageprogr amsi nt egr at edand connect edt oamai nf r ameort er mi nal si t uat edatt hef r ontofficedepart ment . I I I GuestCycl eunderThr eeDi ffer entSyst ems: Att hi sst age,i ti sessent i alt onoti cethatt hef ol l owi ngstagesoft heguestcycl eunder t het hr eedi ffer entsyst emsdonotconfli ctwi t heach ot her .I nf act ,t heonl ydi ffer ences areduet ot henat ur eoft hesyst em use.Ther ef ore,whatwi l lbedi scussedabovei snot t herepet i t i onoft hesequence;r at heronl ydi fferenceswi l lbehi ghl i ght ed. •

1.Nonaut omat edsys t ems: A-Pr ear r i valact i vi t i es: A he pr ear r i valst age,r eservat i on r equest s shoul d be i nt r oduced i n al oosel eaf • tt not ebook ori ndexcar d.Moreover ,onl yreservat i onsupt o6 mont hshori zonsshal lbe

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honored.Last l y ,i ti s notpr act i cal ,under t hi s very syst em,t oi ssue r eservat i on confirmat i on numbers,i ni t i at epr er egi st r at i on act i vi t i es( att heexcept i on ofVI P and gr oups)and pr epareoccupancyf or ecas t s.Ther eason i st i meand moneyl ossal ong wi t hi nsuffici entl aborf or cet omanual l yconductal lt heaboveme nt i onedact i vi t i es. B-Ar r i valac t i vi t i es:

Att hearr i valst age,guest sshal lei t hersi gn a pagei nt her egi st r at i on book orfil l manual l ya r egi st r at i on r ecor d.Undert hi sverysyst em,t hemostwi del y used f r ont officeequi pmenti st heroom r ack,i n whi ch r egi st r at i on r ecor dsar ei nser t edt oserv e asr oom r acksl i ps.More over ,r egi st r at i on booksandr ecor dsshal lbet i mest ampedas an i nt er nalcont r olpr ovi ng when t heguestexact l y came,who r egi st er ed hi m/her … Last l y;guestf ol i osshal lbeopenedf oreachr egi st eredguest . •

C-Occupancyact i vi t i es: Undert heoccupancy act i vi t i es,r egi st r at i on r ecords shal lbepr epared wi t h mul t i copi es.I nf act ,onecopyshal lbedi st r i but ed t or oom r ack,anot herst amped t ot he guestf ol i o,anot hergi ven t o swi t chboard oper at ors,and a finalcopy handed t ot he uni f ormed ser vi ce per sonnel . Last l y , guest s wi t h charge pr i vi l eges charges and payment sshal lbepost edt or espect i veguestf ol i os. •

D-Depart ur eact i vi t i es: • td A epart ur est age,cashi er sshoul d set t l eeach guestaccount ' sout st andi ngbal ance andgetr oom keysbackf r om guest s.Moreover ,cashi er sshal lnot i f yt hehousekeepi ng depart mentt hatt her oom i snomoreoccupi ed( i . e.r oom st at uschange)t ol ett hi sver y depart mentcl ean t her oom andpr epar ei tf ornew arr i val s.I naddi t i on,cashi er sshal l r emoveroom r acksl i psf r om r oom r ackst oi ndi cat edepart ur e.Last l y ,t heseveryr ack sl i psofdepart ed guest sshal lbefil ed i n acardboar d boxt oserveasa guesthi st ory record

2.Semi aut omat edsyst ems:

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Thi sverysyst em i sl esscomm mmon i n sma mal land mi ddl esi zehot el s.For ,t hesever y hot el s,financi al l y wi se,mi ghtnotafford t he huge i nvest ment s associ at ed wi t ht he i nst al l at i onofdi ffer enthar dwar eandsof t war e. •

Thema mai n advant ageoft hi sver ysyst em overma manualsyst em i st hatvari ousr epor t s canaut o ma mat i c al l y begener at ed.However ,t hema maj ordi sadvant agesassoci at edwi t ht hi s syst em arevari ouscomp mpl exi t i esofoper at i ngand cont r ol l i ng devi cesduet ot hef act t hatt hi sequi pmentarenoti nt egr at edwi t hot hersyst ems msandaresubj ectt of r equent mai nt enanceprobl ems ms. •

A-Pr ear r i valact i vi t i es: Att hi sveryst age,guest scan ei t hercal lanat i onalr eservat i on net workordi r ect l y cont actt he hot el .Moreover ,r eservat i on cl er ks can pr epar e pr er egi st r at i on r ecor ds, guestf ol i os,andi nf orma mat i onr acksl i ps. •

B-Arr i v alact i v i t i e s: Att hi sveryst age,al r eadyr eserved guest sshal lveri f yt hei rpr er egi st r at i on f orms ms and haveonl yt osi gn i t .On t heot herhand,wal ki nsshal lcomp mpl et ea mul t i pl ecopy r egi st r at i onr ecor df r om t hebegi nni ng. •

C-Occupancyact i vi t i es: Att heoccupancyst age,i nordert ot r ackt hedi ffer entguestchargeexpendi t ur esand al lot herpossi bl eguestt r ansact i ons,hot el sgetan i nt ensi veuseofv ari ouski ndsof voucher s.Mor eover ,t he mostwi del y used equi pment ,undert hi s very st age,i st he mechani calcash r egi st er sand f r ontoffic fficepost i ngmachi nes.Last l y ,undert hi svery st age,ni ghtaudi t orshal lcont i nuousl yresol veanydi scr epancyi n guestaccount sand effic ffici ent l yreconci l eguestf ol i os. •

D-Depart ur eact i vi t i es: Att hi sveryst age,cashi er sshal lr el ayr oom st at usi nf orma mat i on t ot hehousekeepi ng depart ment .More over ,t hey shoul d pl ace r egi st r at i on r ecor ds ofdepart ed guest si n propert y’ sguesthi st oryfil es. •

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4.Ful l yaut oma mat edsyst ems ms: A-Pr ear r i valact i vi t i es: Undert hi sst age,t her eserv at i on depar t menti sequi ppedwi t h asof t warepackage, whi ch i si nt e r f ac e d and c o n ne c t e d wi t h one or mo mor e cent r al r eser vat i on offic ffice( s) . Mor eover ,t he r eser vat i on depart ment can aut oma mat i cal l y gener at e l et t er s of confirma mat i on,pr oducerequest sf orguestdeposi t sandhandl epr er egi st r at i onact i vi t i es f oral lt ypesofguest sandgener at edai l yexpect edarr i vall i st s,occupancyandr evenue f or ecas tl i s t s… •

B-Arr i v alact i v i t i e s: At t hi s st age, vari ous r eser vat i on r ecor ds can be t r ansf er r ed t of r ont offic ffi ce depart ment .Mor eover ,hot el smi ghtbeequi pped wi t h an onl i necr edi taut hori zat i on t er mi nal s f f ort i mel yCr edi tCar d Appr o v al ,sel fchecki n / checkoutt ermi mi nal s.Last l y, al lguestchar gesandpayme ment sar esavedi nel ect r oni cguestf ol i os. •

Asf araswal k-i nsar econcerned,al lregi st rat i on act i vi t i esshoul d bei ni t i at ed f rom t heverybegi nni ng. •

C-Occupancyact i vi t i es: Undert hi sveryst age,guestpur chasesatdi fferentr evenueout l et sar eel ect r oni cal l y t r ansf er r ed and post ed t o appr opri at e gues t account s. Mo Mor eov er ,t he f r ont offic ffi ce depar t mentcan r un and pr ocesscont i nuoust r i albal ancesand,t her ef or e,el i mi nat e t het edi ousworkf ort heNi ghtAudi t or . •

D-Depart ur eact i vi t i es: •

Att hi sveryst age,cashi er scan aut omat i cal l ypr oducebi l l st obesentt ovar i ous guestswi t hdi rectbi l l i ngpri vi l egesandcreat eel ect roni cguesthi st oryrecords.

I V-Fr ontOfficeFor ms:

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Atdi ffer entst agesoft heguestcyc l edi ffer entf orms msar eused dependi ngon whi ch oper at i ngsyst em ahot elchooses.Bel ow ar esome meoft hecomm mmonf ormsused: •

1.Pr e ar r i v alact i vi t i es : a)Reservat i onr ecordorareser vat i onfil e b)Let t erofconfir mat i on c)Reservat i onr ackandr eservat i onr acksl i ps 2.Arri valacti vi ti es:

a)Regi st rat i oncar d( orrecord)orregi st r at i onfil e b)Room r ackandr oom r acksl i ps

3.Occupancyact i vi t i es: a)Guestf ol i o:shal lbeofdupl i cat ef orms msandpr enumber edf orcr ossi ndexi ngcont r ol purposes b)Voucher s:suppor tdocument sdet ai l i ngf act sofat r ansact i on,butdoesnotr epl ace t hesour cedocument( i . e.t hei nvoi ce) .Exampl esofvoucher smi mi ghti ncl udecharge voucher s,al l owancevoucher s,pai doutvoucher ,andcor r ect i onvoucher s… c)I )I nf orma mat i on r acksl i ps 4.Depart ureact i vi t i es: a)C )Cr edi tcar dvoucher s b)Cashvoucher s c)P )Per sonalcheckvoucher s d)Tr ansf ervoucher s e)G )Guesthi st oryr ecor ds V-Fr ontOfficeFunct i onalOr gani zat i on:

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What soeversyst em and set t i ngthehot elmi ghtuse,i tshoul dr eflecteasyaccesst o t he equi pment ,f orms,and suppl i es necessary .Mor eover ,t he set t i ng shal lr eflect posi t i onflexi bi l i t y.Moreover ,nowadayst r endshowst hatt r adi t i onalmai l ,message,and keyr acksar eunnecessaryatt heFr ontDesk.Rat her ,t heyshal lbest or edi n dr awer s orsl ot sl ocat ed underorawayf r om t heFr ontDesk.For ,t hi swoul d ensur esecur i t y andsaf et yofguest s. •

1.Fr ontDeskdesi gnedal t ernat i ves: a)Ci r cul arorsemi ci r cul ars t ruct ur e:t hi sveryst ruct ur epr ovi desaneffect i veservi ce t o mor e gues t s and appear s mor e moder n and i nnovat i ve butsi ncegues t s wi l l appr oacht heFr ontDeskf r om al langl es,mor est aff i sneeded. b)Tr adi t i onalst r ai ghtdesk:Undert hi sverydesi gn,f ewerst aff i sneeded,butf ewer gues t scanbeservedatt hesamet i me. c)Deskl essenvi r onment :Undert hi s desi gn,t her ei s no Fr ontDesk atal l .Thi si s usual l yrepl aced byahost ess,ors t ewardwel comi ngt heguest ,seat i nghi m orher on achai r /sof a,andconductr egi st r at i on act i vi t i est her ewhi l e,f orexampl e,havi ng acockt ai loradri nk. VI -Fr ontOfficeEqui pment : 1.Room r ac k 2.Mai l ,message,andkeyr acks 3.Reservat i onr acks 4.I nf ormat i onr acks 5.Fol i otr aysorf ol i obucket s 6.Accountpost i ngmachi ne 7.Voucherr acks 8.Cashr egi st er s 9.Tel ephoneequi pment

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Chooset hebestanswer .Wr i t et hewor dofyourchoi ceonyouranswersheet . Semi aut omat ed syst ems Depar t ur e

Prearri val act i vi t i es Depart ur e act i vi t i es Ar r i valact i vi t i es

FrontOffice Sys t ems Occupancy act i vi t i es Pr ear r i val

Ar r i val Occupancy

1.________ ________ _______ _Thehot elmustcreat ef orever ypot ent i alguesta reservat i onRecord.Doi ngt hi si ni t i at esthehot elguestcycl e.Mor eover , r eservat i onr ecor dshel pper sonal i zeguestservi cesandappr opri at el y. 2.___ ___ _____ _____ _____ ___Regi st r at i onandr oomi ngf unct i onst akespl aceandt he hot elest abl i shesabusi nessrel at i onshi pwi t ht heguest . 3.___ ___ _____ _____ _____ ___Thef r ontofficedepart mentshal lcoordi nat eguest servicesi nat i mel yandac c ur at emanner.Mo reover ,f r ontofficecl er ksshoul d encour ager epeatguest sbypayi ngagreatat t ent i on t oguestcompl ai nt s. 4.____ ____ ____ ____ ____ ___ _Theguestshal lbewal kedoutoft hehot el .Moreover , f rontofficecl erksshal lcreat eguesthi st oryrecord.Fi nal l y,cashi ersshal lset t l e guestaccountout st andi ngbal ances. 5.________ ________ _______ _Unt i lt he1960' s,near l yal lhot el swer eoperat i ngunder t hemanualsyst em.Atl at e70' s,wi t ht hei nt r oduct i onofcomput er s,hot el s

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shi f t edt osemi aut omat edsyst ems.Nowadays,mostoft hefivest arhot el s oper at eundert hef ul l yaut omat edsys t em. 6.____ ____ ____ ____ ____ ___ _Reservat i onr equest sshoul dbei nt r oducedi nal oosel eafnot ebookori ndexcar d.Moreover ,onl yreserv at i onsupt o6mont hshori zons shal lbehonour ed.Last l y,i ti snotpract i cal ,undert hi sverysyst em,t oi ssue reservat i onconfirmat i onnumbers,i ni t i at epr er egi st r at i onact i vi t i es( att he except i onofVI Pandgr oups)andpr epareoccupancyf or ecast s. 7.________ ________ _______ _Guest sshal lei t hersi gnapagei nt her egi st r at i onbook orfil lmanual l yar egi st r at i onr ecord.Undert hi sverysyst em,t hemostwi del y usedf r ontofficeequi pmenti st her oom r ack,i nwhi chr egi st r at i onr ecor dsare i nsert edt oserveasroom r acksl i ps. 8.________ ________ _______ _Regi st r at i onr ecor dsshal lbepr epar edwi t hmul t i copi es. I nf act ,onecopyshal lbedi st ri but edt oroom r ack,anot herst ampedt ot heguest f ol i o,andanot hergi vent oswi t chboar doper at ors ,andafinalcopyhandedt ot he uni f ormedservi ceper sonnel .Last l y ,guest swi t hchar gepri vi l egeschar gesand payment sshal lbepost edt or espect i veguestf ol i os. 9.____ ____ ____ ____ ____ ___ _Cashi er sshoul dset t l eeachguestaccount ' sout st andi ng bal anceandgetr oom keysbackf r om guest s.Mor eover ,cashi er sshal lnot i f yt he housekeepi ngdepar t mentt hatt her oom i snomor eoccupi ed( i . e.r oom st at us change)t ol ett hi sver ydepart mentcl eant her oom andpr eparei tf ornew arr i val s.I naddi t i on,cashi er sshal lr emoveroom r acksl i psf r om r oom r ackst o i ndi cat edepart ur e. 10. __ __ __ __ __ __ __ __ __ __ __ __ Thi sv er ysyst em i sl esscommoni nsmal land mi ddl esi zehot el s.For ,t heseveryhot el s,financi al l ywi se,mi ghtnotaffordt he hugei nvest ment sassoci at edwi t ht hei nst al l at i onofdi ffer enthardwareand sof t war e.

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AnswerKey1. 12 Mul t i pl eChoi ces: 1 Pr ear r i val 2 Ar ri val 3 Occupancy 4 Depart ur e 5 Fr ontOfficeSyst ems

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6 7 8 9 10

Pr ear r i valact i vi t i es Ar ri valact i vi t i es Occupancyact i vi t i es Depar t ur eact i vi t i es Semi aut omat edsyst ems







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I nf ormat i on Sheet1. 13 Upsel l i ngandSel l i ngTechni ques Learni ngObj ecti ves:

Af t err eadi ngt hi sI nf or mat i onSheetyoushoul dbeabl et o: 1.Upsel l i ng and sel l i ng t echni ques are pr epar ed i n accor dance wi t hi ndust ry pol i cyandpr ocedur e

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I nt hepr evi ousi nf ormat i onsheet ,wehavedi scussedt heGuestcycl ei nhot el servi ces,r evi ewi ngt heguestarr i vall i stand guesthi st ory based on guestf ol i o,use guestgr eetandacknowl edgeofnamewheneverpossi bl e,advi seGuestcour t eousl yon corr ectusageofequi pment s. I nt hi sl esson,you wi l lbe i nt r oduci ng t ot he pr epari ng ofupsel l i ng and sel l i ngt echni quesi naccor dancewi t hi ndust rypol i cyandpr ocedur e.

Upsel l i ng

i sa val uabl et echni quef ori ncreasi nga hot el ’ sgrowt h and pr ofit abi l i t y .However ,i t ’ s not j ust a t ool f or i ncr easi ng profit s,but al so a means of i ncr easi ng cust omer sat i sf act i on because you are suggest i ng addi t i onalpr oduct s or servi ces t hat wi l l enhance t hei r st ay. Upsel l i ng i s part i cul arl y effect i ve when you have est abl i shed t r ust i ngr el at i onshi pswi t h exi st i ngcl i ent s.Becauset hesecust omer sknow and t r ust yourbusi ness pr act i ces and servi ce l evel ,t her e’ s an expect at i on ofqual i t y .These t echni quescanbebot hsi mpl eandpr ofit abl e. Rooms

Upsel l i ngroomsatt hef rontdesk r el at est oroom avai l abi l i t y,accordi ngt ohospi t al i t y consul t i ng agency HVS,and begi ns wi t h a subt l e ver si on oft he si mpl e ques t i on, “ Woul d you l i keabet t err oom?”Oneupsel l i ngt echni quei nvol vesgrant i ngf r ontdesk st aff t heaut onomyt oadj ustr oom r at esf orempt ypr emi um r oomst osecur et hesal e. Forexampl e,agues twhobookedar oom f or$400 ani ghtmi ghtnotpay$1, 000f ora premi um r oom,butmaybeupsol dt opur chasean empt ypremi um r oom f or$750 — s t i l lne t t i ngapr ofit .

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Food andBever age

Somemaj orhot el i er sbel i evet hekeyt oahot el ’ sfinanci alsuccessl i esi nbanquet sand cat er i ng.Thus,upsel l i ng t echni ques shoul d appl yt ot he hot el ’ sf ood and bever age di vi si on.Forexampl e,i nst ead ofmer el y handi ng a st andard menu t o cl i ent s wi t h quest i ons aboutor gani zi ng event s and ver bal l y offer i ng upsel l s,cr eat e cust omi zed menuswi t hspeci al i zedofferi ngsandpr i ci ng. Offerbot h“ pr emi um”and“ del uxe”dr i nkopt i onson bever agecat er i ngmenus.Cl i ent s may choose pr emi um,per cei vi ng i t ’ s a bet t erval ue.Speci al i zed eventbarsmi ght i ncl udeamart i nibar ,vodkabarormoj i t obar . I t ’ sal sor ecommended t hatcl i ent sgett heopport uni t yt o“ see,smel land t ast e”t hei r opt i ons.Aphysi calunder st andi ngoft hegoodsandservi cesi ncr easest hel i kel i hoodof anupsel l ,i nst eadofmer ewor dsonapage. EventAddOns

Cl i ent sseeki ngi nf ormat i onaboutbooki ngevent sarei dealcandi dat esf oranupsel l . Tabl ecent er pi eces,audi ovi sualequi pment ,set upf ees,r oom r ent al sandcoatcheck r oom ar eal lvi abl eupsel l i ngopport uni t i es. Tr ai ni ng

Thebi ggestobst acl et oupsel l i ngi nhot el si swhensal espeopl eorhot elst affnegl ectt o askwhet hercust omer sarei nt er est edi nupgr adesoraddi t i onalgoods.Trai ni ngand educat i oncanhel pst aff member sunder st andt heval ueofpr oduct s,ser vi cesor sol ut i onsoffer edt oguest s.

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St affmember scanbet r ai nedt or ecogni ze“ el i t e”cr edi tcar ds,t husi dent i f yi ngmore l i kel ycandi dat esf orupsel l s.Thesecardshavehi ghannualf eesandhi ghspendi ng t hr eshol ds.

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Chooset hebestanswer .Wr i t et hewor dofyourchoi ceonyouranswersheet . Foodand Bever age

Upsel l i ng

Tr ai ni ng

Rooms

EventAddOns

1.____ ____ ____ ____ ____ ___ _ i saval uabl et echni quef ori ncr easi ngahot el ’ sgrowt hand profit abi l i t y.

2.____ ____ ____ ____ ____ ___ _Upsel l i ngroomsatt hef rontdeskr el at est oroom avai l abi l i t y, accordi ngt ohospi t al i t yconsul t i ngagencyHVS,andbegi nswi t hasubt l ever si on oft he si mpl equest i on,“ Woul dyoul i keabet t err oom?” 3.____ ____ ____ ____ ____ ___ _Somemaj orhot el i ersbel i evet hekeyt oahot el ’ sfinanci al successl i esi nbanquet sandcat eri ng.Thus,upsel l i ngt echni quesshoul dappl yt ot he hot el ’ sf oodandbeveragedi vi si on. 4.____ ____ ____ ____ ____ ___ _Cl i ent sseeki ngi nf ormat i onaboutbooki ngevent sar ei deal candi dat esf oranupsel l .Tabl ecent erpi eces,audi o-vi sualequi pment ,set upf ees,r oom r ent al sandcoatcheckr oom ar eal lvi abl eupsel l i ngopport uni t i es. 5.____ ____ ____ ____ ____ ___ T _ hebi ggestobst acl et oupsel l i ngi nhot el si swhensal es peopl eorhot elst aff negl ectt oaskwhet hercust omer sarei nt er est edi nupgradesor addi t i onalgoods.Trai ni ngandeducat i oncanhel pst aff member sunder st andt heval ue ofpr oduct s,servi cesorsol ut i onsofferedt oguest s.

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AnswerKey1. 13 Mul t i pl eChoi ces:

1 2 3 4 5

Upsel l i ng

Rooms FoodandBever age Ev entAddOns Tr ai ni ng

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I nf ormat i on Sheet1. 14 Basi cOperati onalSki l l son Faci l i t i esandEqui pment Learni ngObj ecti ves:

Af t err eadi ngt hi sI nf or mat i onSheetyoushoul dbeabl et o: 1.Guest sarecourt eousl yadvi sedoncorr ectusageofequi pment 2.Mal f unct i ons ar epr ompt l yr eport ed i n accor dancewi t h St andar d Operat i ng Pr ocedur es,and wher epossi bl e,al t er nat i vearr angement sar emadet omeet guestneeds. 3.Acol l ect i ont i mef orr equest edequi pmenti sagr eeduponwher eappr opr i at e. I nt hepr evi ousi nf ormat i on sheet ,wehavedi scussed t hepr epari ngofupsel l i ng andsel l i ngt echni quesi naccordancewi t hi ndust rypol i cyandpr ocedur e.

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I nt hi sl esson,you wi l lbei nt r oduci ngt oadvi seguest scourt eousl yon corr ect usage of equi pment , pr ompt l yr eport mal f unct i ons i n accor dance wi t h St andar d Oper at i ngPr ocedur es,andwher epossi bl e,al t er nat i vearr angement sar emadet omeet gues t needs and agr ee a col l ect i on t i me f or r eques t ed equi pment upon wher e appr opri at e.

Guest sar ecourt eousl yadvi sedoncorr ectusageofequi pment

Youshoul dal waysexpl ai nt ot heguesthow t ouset heequi pmenti nt heest abl i shment . I ti sext r emel yi mport antt hatwhenyouareadvi si ngaguestonhow t ouseequi pment t hatyou arecourt eouswhenexpl ai ni ngt heuseofasi mpl epi eceofequi pment ,such asan i r on you ask whet hert heguesti sf ami l i arwi t h usi ngt hi st ypeofi r on andyou mi ghtonl y need you t or emi nd t hegues tt ot ur nt heappl i anceoff when t hey have fini shed. Wi t h an i nt er nat i onalguest ,who may not be f ami l i ar wi t ht he symbol s on t he appl i ance,amor edet ai l edexpl anat i on ordemonst r at i on ofhow t ouset heappl i ance mi ghtbenecessary . I nt hecaseofahai r dryer ,you mi ghtr emi ndt heguestnott ouset heappl i ancenear wat er . I ti s essent i al t hat you are very f ami l i ar wi t ht he use or oper at i on of al lt he housekeepi ngi t emsbef oreyou advi seaguest .I fyou areatal lunf ami l i aroruncert ai n, askyourworkpl acet ut orf oradvi ce. Whati nr oom equi pmentdoguestsneedhel pwi t h? 

Guest sf r equent l yseekassi st ancewi t ht heuseofi nr oom equi pment ,i ncl udi ng: evi si on – Tel rcondi t i oni ng – Ai

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ephone – Tel nt ernet – I e – Saf t chenappl i ances – Ki arm cl ock – Al Ther easonsguest susual l yneedassi st ancei sbecause:



nst r uct i onsar epoororcompl i cat ed – Thei yar eunf ami l i arwi t ht hebr and – The i shl anguager est r ai nt s – Engl sabi l i t y – Di

Managi ngMal f unct i onsofi nr oom equi pment 

Mostest abl i shment shaveapr ocedur ei npl acef ormanagi ngi nr oom equi pment mal f unct i ons.



I ngener al ,youhavef ouropt i ons: xt hepr obl em your sel f . – Fi ert heprobl em t omai nt enance. – Ref acet hei t em. – Repl hegues tr oom. – Changet

Fi xt hepr obl em yoursel f

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

Onl yfixpr obl emswi t hi nt hescopeofyourr esponsi bi l i t i esandcapabi l i t i es. Ref eral lot herpr obl emst omai nt enance.

Ref ert heprobl em t omai nt enance 

Cal lmai nt enanceassoonasyoudi scov eramal f unct i on.



Ref eral lmal f unct i onst omai nt enancet hatyouar enotqual i fiedt ofix.

Repl acethei t em 

Manymal f unct i onsareofsmal li t emst hatcanber epl acedqui ckl yandeasi l y , suchas: t t l e – Ke r drye r – Hai arm cl ock – Al

Thesei t emsar et hensentt omai nt enancet obefixed.





Forl argerandmor ecompl i cat edi t emsr ef ert omai nt enanceorarr angearoom changef ort heguest .

Changet heguestr oom 

I ft heguestneedst obemovedt oanot herr oom youwi l lfir stneedt oar r angea new r oom wi t hr ecept i on.

Assi stt heguestwi t ht hemove.

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

Reportt hemal f unct i on( i nt heori gi nalr oom)t omai nt enance

Sel f Check1. 14 Enumer at i on:

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Enumer at et hef ol l owi ngi nf ormat i on. 1.( Gi vet he7)Guest sf r equent l yseekassi st ancewi t ht heuseofi nr oom equi pment 2.( Gi vef our )Ther easonsguest susual l yneedassi st ancei sbecause 3.Whataret hef ouropt i onsmostest abl i shment shaveapr ocedur ei npl acef or managi ngi nr oom equi pmentmal f unct i ons.

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1.( Gi vet he7)Guest sf r equent l yseekassi st ancewi t ht heuseofi nr oom equi pment a.Tel evi si on b.Ai rcondi t i oni ng c.Tel ephone d.I nt er net e.Saf e f . Ki t chenappl i ances g.Al arm cl ock 2.( Gi vef our )Ther easonsguest susual l yneedassi st ancei sbecause a.Thei nst r uct i onsarepoororcompl i cat ed b.Theyar eunf ami l i arwi t ht hebr and c.Engl i shl anguageres t r ai nt s d.Di sabi l i t y 3.Whataret hef ouropt i onsmostest abl i shment shaveapr ocedur ei npl acef or managi ngi nr oom equi pmentmal f unct i ons. a.Fi xt hepr obl em your sel f . b.Ref ert hepr obl em t omai nt enance. c.Repl acet hei t em. d.Changet hegues tr oom

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I nf ormat i on Sheet1. 15 Per sonalHygi ene Learni ngObj ecti ves:

Af t err eadi ngt hi sI nf or mat i onSheetyoushoul dbeabl et o: 1.Pr oper l ycheckt heper sonal i t yhygi ene. I n t he previ ous i nf ormat i on sheet , we have di scussed t he advi se gues t s cour t eousl y on cor r ect usage of equi pment , pr ompt l y r eport mal f unct i ons i n accor dance wi t h St andard Operat i ng Pr ocedur es,and wher e possi bl e,al t er nat i ve arr angement saremadet omeetguestneedsandagreeacol l ect i on t i mef orr equest ed equi pmentuponwher eappropri at e.

Hygi eneandSani t at i on

Moder n daycl eani ngorhousekeepi nggoesmuch beyond j ustkeepi ngt hepl acel ook cl eanandneat .I ti nvol veskeepi ngi thygi eni cal l ycl ean.Thi ssubt l edi fferencebet ween housekeepi ng and hygi eni c housekeepi ng r equi r es mi nut e under st andi ng of t he hygi enei ssuesrel at edt ocl eani ngt hatar enoti mmedi at el yvi si bl ebuthavepr of ound effectont heeffici encyoft hewor kf or cei nanywor kpl acepr emi sesort heguest r oom i n ahotel . Wor kpl ace hygi ene has di r ecteffecton t he pr oduct i vi t y ofan e mpl oyee.We have devi sedvar i oust r ai ni ngpr ogr ammest oeducat eandmakeourempl oye esawareoft he i mport anceofhygi enei n housekeepi ng.Weal so usewor l d cl ass cl eani ng t ool sand

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product st o add val ue t ot he process of housekeepi ng i n our hot el . ” Bei ng a mi cr obi ol ogi st ,Sumedha makes sur et hatfineraspect s ofhousekeepi ng,i ncl udi ng personalhygi eneandf oodsaf et y ,ar et akencar eofbyt hest aff.Gl obal i sat i onhasgi ven r i se t o an i nflux ofi nt er nat i onalvi si t ors i nt oI ndi a They are wel laware oft he i nt er nat i onalst andards ofhygi ene and housekeepi ng,and expectt o see t he same st andar dsbei ngf ol l owedi nt hehot el sandr esort s,especi al l yt hei nt ernat i onalchai ns oper at i ngi nI ndi a.“ Wehavet her ef oret okeepour sel vesandourempl oyeesupt odat e wi t ht hel at esti nt ernat i onalt r ends,and even t r ai nt hem f r om t hatper spect i vef r om t i met ot i me Mostoft he five st ar hot el s and r esort s concent r at e on f ood saf et y and per sonal hygi ene.Workpl acehygi enei sani ssuewhi chdoesnotgeti t sduer ecogni t i on.Put t i ng uppost er s,handwashi ngmachi nes,sani t i zer s,dust bi nsal lovert hewor kpl acei snot j ust enough t o ensur e hygi ene.Use ofr i ght ki nd ofmachi nery i s al so equal l y i mport ant .As Bal amur ugan put si t ,“ Cl eani ng can be done ei t her by hand hel d vacuum cl eanerorbackpack vacuum cl eanerdependi ng on t he avai l abi l i t yi nt hat pr oper t y .Agai n,i tdependsont hear eawhi chyouwantt ocl ean. Thechoi ceofmachi nei si mpor t antbecauseuseofwr ongequi pmentwi l lr esul ti nl oss oft i me,energyandpr oduct i vi t y. ” Hygi ene,i fi ti st obemai nt ai nedatanopt i mum l evelr equi r esi nvest ment .Her ewear e nott al ki ngaboutbasi cnormsofhygi enebuthygi enet hatgoesbeyondj ustsweepi ng andswabbi ng.Tomee tt hehi ghexpect at i ons& st andar dsandt oensur ehi ghempl oyee per f ormancebykeepi ngt hewor kpl aceger m andbact er i af r ee,t hemanagementneeds t ohavecl eani ngcapi t al . I ti sobservedt hatbei ti nt ernat i onalcl asshot el soranybusi nesshousesi nI ndi a,t he per cent ageofmoneyr eservedf orkeepi ngt hepr emi sescl ean i nt het ot albudgeti svery l ess.Agai n,t heper cent agevari esf r om pr opert yt opr opert yandseemst obeabsol ut el y needbased.Outoft het ot albudgett omeetr equi r ement sofherdepart menti n afive st arSpal i keTheLal i t ,20% oft het ot albudgeti sut i l i sed f orhousekeepi ng,r eveal ed Sumedha.Whi l ei twasgener al l yagr eedthatt hebudgetal l ot t edwasenought ogett he wor kdone,t hemanager swel comedt hei deaofi ncr easi ngt hel i mi t .

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“ Wearei npur sui tofget t i ngI SO 22000.I tr equi r escer t ai nchangesandupgradat i onof cer t ai n areasi nt hehot el .Themanagementhasdeci ded t ocreat ea separ at ebudget dedi cat edf orI SO 22000. ”Thi sgoest opr ovet hati fyou sethi gh goal sf oryour sel f ,you aut omat i cal l ybegi nt ol ook beyondt heobvi ousand st artt hi nki ngaboutkeepi ngt he pr emi seshygi eni cal l ycl eanandnotj ustcl ean. Thi r dHandSmoke Whenwespeakofhygi eni ccl eani ng,wer ef ert osur f acest hatar ecl eanedandyetnot cl ean.Recentst udi eshaveshown t hatst andardcl eani ngt echni quesar enoteffect i ve ont heprobl em ofThi r dHandSmoki ng.Thi si saphenomenon,whi chi nvol vesr esi dual t oxi cpart i cul at eset t l i ngont osurf acesanddanger ousvol at i l eor gani ccompoundst hat sat ur at ef ur ni t ur e,carpetandcoatexi st i nghousedust .Thi r dHandSmoki ngposesa bi ggerheal t hr i skt ochi l dr ent hanadul t ssi ncechi l dr enhaveweaki mmunesyst em as compar edt oadul t s.

PersonalHygi ene

1. Taki ngabat hdai l y 2. Handwashi ngbef or eandaf t erhandl i ngt hi ngsespeci al l ywhengoi ngt o restroom 3. Toot hbr ushi ngt hr eet i mesadayoraf t ereat i ng. 4. Tri mmi ngoffingernai l s 5. Cl eani ngofear s 6. Hai r cutf ormen 7. Ponyt ai lf orl adi es 8. Avoi dweari ngofdaggl i ngearri ngs 9. Donotwearheavymakeups 10. Weari ngofcl eanandneatuni f or ms 11. Avoi dweari ngexcessj ewel r i es

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Enumer at et hef ol l owi ngi nf ormat i on. 11.

Gi veatLeas t10Per sonalHygi ene

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12. Taki ngabat hdai l y 13. Handwashi ngbef or eandaf t erhandl i ngt hi ngsespeci al l ywhen goi ngt or est room 14. Toot hbrushi ngt hr eet i mesadayoraf t ereat i ng. 15. Tr i mmi ngoffingernai l s 16. Cl eani ngofear s 17. Hai r cutf ormen 18. Ponyt ai lf orl adi es 19. Avoi dweari ngofdaggl i ngear r i ngs 20. Donotwearheavymakeups 21. Weari ngofcl eanandneatuni f or ms

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Avoi dweari ngexcessj ewel r i es

I nf ormat i on Sheet1. 16 Hot elOr gani zat i on St ruct ur e:Depart ment sandI t sFunct i ons“RankandFi l e” Learni ngObj ecti ves:

Af t err eadi ngt hi sI nf or mat i onSheetyoushoul dbeabl et o: 1.Coor di nat i on wi t h ot herdepart menti s done i n accor dance wi t h hot el ’ s organi zat i onalst ruct ur eandi t sf unct i on.

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I nt hepr evi ousi nf ormat i on sheet ,wehavedi scussedt hepr operpersonal i t y hygi ene. I nt hi sl esson, you wi l lbe i nt r oduci ng t ot he Coordi nat i on wi t h ot her depart ment i s done i n accor dance wi t h hot el ’ s or gani zat i onal st r uct ur e and i t s f unct i on.

ORGANI ZATI ONAL CHART OF HOUSEKEEPI NG DEPARTMENT

DUTI ESAND RESPONSI BI LI TI ESOFHOUSEKEEPI NG PERSONNEL: 1)Execut i veHousekeeper

•Ensur econf ormancet opol i ci esandpr ocedur easl ai ddawnbyt hemanagement . •Managest affsc hedul i ngasdemandedbyr oom occupancyf or ecast sandt hebanquet f unct i ons. •Ensur et hatt hest aff i spr oper l ygr oomedandcorr ect l yuni f ormed.

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•Checkal lt hepubl i car easandr oomsandseet hatt hest andardofcl eanl i nessi s mai nt ai ned. •Prepar esdut yrost ersf ort hest aff. •Co–or di nat eswi t ht hepur chasemanagerf orpur chaseofl i nen. •Co-or di nat eswi t hhumanr esour cesdepart mentr egar di ngt her ecr ui t mentofst aff. •Supervi set hest aff wor ki ngunderher . •Tr ai ni ngofnew r ecr ui t ment . •Setupparst ockl evelandsanct i onsf oruni f orm. •Report st ot hegener almanageroft hehot elr egardi ngt hehappeni ngsofher depart ment . •Checksthewor ki ngoft heequi pment s. •Hol dmeet i ngsoft hehousekeepi ngst aff. •Preparespol i cesconcer ni nghousekeepi ng. 2)Assi st antExecut i veHousekeeper :

•Sheact sasanexecut i vehousekeeperonherabsence. •Assi st st heexecut i vehousekeeperondai l yf unct i ons. •Supervi sest hest aff wor ki ngunderher . •Hel pst hehousekeeperi npr epari ngdut yroast er . •Physi cal l ycheckst hear east oseet hatt heyar ecl eanedupaspert hehot el standards. •Trai nst hes t aff wor ki ngunderher . •Checkst hest aff wor ki ngunderher . •Checkstheoccupancyr eport . •Checkst her oom at t endant sr epor t . 3)Fl oorsupervi sor:

•Assi gnsdut i est ot her oom at t endant s. •Responsi bl ef ort hecl eanl i nessandt heupkeepoft heassi gnedfloor s. •Prepar esoccupancyr epor t . •Ensur est hesuppl yofguestameni t i est ot her ooms. •Mai nt ai nsrecor dsofal lr oom l i nen.

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•Repor t smai nt enancet ot hehousekeepi ngcont r oldesk. •Handl esguestcompl ai nt s. 4)Publ i car easupervi sor:

•Assi gnsdut i est ot hehousemen. •Responsi bl ef ort hecl eanl i nessandt heupkeepoft hepubl i careas. •Report sf ormai nt enancet othecont r oldesk. •Pr epar esj oborderf orms. •Supervi sespestcont rolact i vi t i es. 5)Cont r oldesksupervi sor:

•Hel i st enst ot heguestcompl ai nt s. •Prepar eshousekeepi ngreport ;acopyofwhi chi ssentt ot hef r ontoffice. •Coor di nat eswi t ht hemai nt enancedepar t ment . •Pr epar esj oborderf orm. •Conveyst hemessages. •Cont r ol st hemovementofkeys. •Ent er sl ostandf oundi t ems. •Coordi nat eswi t hal lt hest aff oft hedepart ment . •Mai nt ai nsl ogbooksi nt hedesk. 6)Li nenr oom super vi sor :

•Cont r ol sandchecksupt hesoi l edandf r eshl i nenanduni f orm t oandf r om t hel i nen r oom. •I ssuesl i nenanduni f orm t ot hest aff. •Cont r ol st hel i nenr oom. •Checksthel i nenst ockperi odi cal l y. 7)Room at t endant s:

•Cl eansal lt heguestr oom •Cl eanst heassi gnedfloors. •Changesguestl i nen.

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•Fi l l supdayt odayguestcompl i ment sandsuppl i es. •I nchargeofservi cet rol l ey. •Hel psi npr epar i ngoccupancyr epor tandr oom at t endantr eport . •Repl eni shesservi cet rol l eywi t hguestsuppl i es,del egat el i nen,et c. •Report sf ormai nt enancei fany 8)Publ i car eaat t endant s:

•Responsi bl ef orcl eani ngal lpubl i car eas,out l et s& execut i veoffice. •Responsi bl ef oral lheavywor ksi nhousekeepi ngdepart ment . •I nvol vei npostcont rolacti vi t i es. 9)Gar dener :

Gardener sar eresponsi bl ef ormai nt ai ni ngal lgardensi nt hehot el . ORGANI ZATI ONAL STRUCTURE OF HOUSEKEEPI NG DEPARTMENT

Theor gani zat i onalst r uct ur eoft hehousekeepi ngdepar t mentmai nl ydependsont he act i vi t i esandt hesi zeoft hehot el . Executi veHousekeeper .

Responsi bl eandaccount abl ef ort het ot alcl eanl i ness,mai nt enanceandaest het i c upkeepoft hehot el . Assi st antHousekeeper .

Hemanagest her esour cesgi venbyt heExecut i veHousekeepert oachi ev et hecommon obj ect i vesofcl eanl i ness,mai nt enanceandat t r act i veness Uni f orm Room Supervi sor .

Thehot elst affar eal lpr act i cal l yi nuni f or mshi s/hert aski senormousand demandi ngashe/shehast okeepani nvent orycont r olonvari ousst agesofuse, suchas,whensort edonesarehandedover ,ort hosewhi char ebei ngwashedordry cl eanedi nt hel aundry .

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Uni f orm Room At t endants.

whoact ual l ydot hei ssueofuni f or msi nexchangeforsoi l edonesf oronwar d t r ansmi ssi ont ot hel aundry . Li nenRoom Supervi sors.

Hi sj obi samammot ht askbecausehekeepst r ackofal ll i nenast heywoul dnumber i nt housands. Li nenRoom At t endant .

Assi st st hesupervi sorbyact ual l yi ssui ngl i nenandfil l i ngsuchr ecor dsasnecessary . Tai l or/Seamst r ess.

Tai l ororseamst r essper sonnelar er esponsi bl ef orst i t chi ngandmendi ngthel i nen anduphol st ery’ s. Hel pers.

Theyar et obef oundbot hi nUni f or msandl i nenRoomsanddot hephysi calwor kof t r ansport i ng,count i ngandbundl i ngofuni f ormsandl i nen. Fl oorSupervi sor .

Responsi bl ef ort hecl eanl i ness,mai nt enanceandpr esent abi l i t yoft heguestfloor s at t achedt ohi m Publ i cAr eaSupervi sor

Responsi bl ef ort hecl eanl i ness,mai nt enanceandpr esent abi l i t yofal lpubl i c areas HeadHouseman.

Supervi sest heworkal l ot t edt oHouseman,especi al l yt hosei npubl i car eas.I n medi um si zedhot el shecoul dbet heper soni nchargeofhousekeepi ngonni ghtshi f t s.

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Housemen.

Usual l yhandymenwhodot heheavyphysi calcl eani ngr equi r edi nguestr oomsand publ i car eas. DeskCont r olSupervi sor .

TheHousekeepi ngDeskmustbemanned24hour sasguest sandst affwi l lcont actt hi s deskt ot r ansmi torr ecei vei nf ormat i on. Runner .

Hei saper sonwhogoesf r om oneguestr oom t oanot hercol l ect i ngordel i ver i ngguest l aundry . Cl ockRoom At t endants.

Responsi bl ef ort hesuppl yofcl eandryt owel s,soapsandPer f umeri es Hat Checkers.

Thi si saservi cepr ovi dedbysuper i orhot el si ncol dcl i mat es. Ni ghtSupervi sor .

Theyhandl eal laspectofhousekeepi ngatni ghti ncl udi ngdeskcont r oloper at i ons, i ssueofl i nenanduni f orm i nanemer gency ,et c. Hort i cul turi st .

Hort i cul t uri st s,whomai nt ai nt hegardensoft hehot el saswel lassuppl yflower sf r om t hegar denf ori nt eri ordecorat i onsandfloralarr angement s, . HeadGar dener .

Supervi sest he gardener si nmai nt ai ni nghot elgarden Gardeners.

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Doest heact ualdi ggi ng,pl ant i ng,wat eri ng,et c. Room At t endants.

Theyal soknownaschambermai dsorr oom boys.Theydot heact ualcl eani ngofguest r oomsandBat hrooms

A CAREER I N THE HOUSEKEEPI NG DEPARTMENT Thedayshavel onggonewhenhousekeeper swer echaract er i sedbyt hei rhard andsof tbr oomsorbythef unct i onsofsweepi ngandmoppi ng.I nf act ,i fanyonewas seensweepi ngormoppi ngi nahot el ,peopl ewoul daut omat i cal l yassoci at ehi m wi t h t hehousekeepi ngdepart ment .Moreover ,t hemai nr ol eofahousekeeperi nearl i er t i meswast okeept hepr opert yneat ,cl eanandhygi eni c.

Ther ol eofahousekeeperhaschangedr api dl ywi t ht hechangi ngt i mes. Apartf r om t hecl eani ng,mai nt enanceandaest het i cupkeepoft hepr oper t y ,t he housekeepi ngsyst em i ni t sel fhasbeencomput er i sed.Amaj ori t yoft hest aff whower e ear l i eri l l i t erat ear enow di pl omahol derswi t ht echni calqual i ficat i ons,Al lfluenti n Engl i shandwor ki ngonshopfloorsanddoi ngbasi cj obsi nt hehospi t al i t yi ndust ry . Housekeepi ngcont r olr oom j obs,t oo,whi chwer eear l i ermanual ,arenow compl et el y comput er i sed.Nowadaysr ooms,ameni t i esandsuppl i esar eal somodi fiedf r om hot elt o hot el ,Whi l ekeepi ngi nmi ndt heguestpr ofil e. Moder nr oomsarespaci ouswi t ht ast ef uldecorandarewel l equi pped wi t hmanyf aci l i t i es,Apartf r om t hechangi ngr oom scene,housekeeper st odayar ewel l ver sed,notonl ywi t ht hei rj obs,Takecar eofhort i cul t ur e,l aundryoper at i ons, i nt eri ors,qual i t ycont rol ,costcont rol ,andt hecomf ortandsat i sf act i onofguest s. Today ,mostcompl ai nt sar ef orwar dedt ot hechi efhousekeeperandsor t edout wi t ht hehousekeepi ngst aff.Onl ymaj orcompl ai nt sr eacht hef r ontoffice/gener al manager s.

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Apartf r om t hi s,housekeeper sal sodopur chasi ngf orexcl usi vei t emsf or speci aloccasi ons.I nmanyhot el s,housekeeper sal soassi stt hesal est eam t ogener at e r evenue.Today' shousekeeper shaveexperi ence,ski l laswel lasknowl edget orunt he RoomsDi vi si on.

Ther ef or e,t hehousekeeper s'mai nr ol ei neveryor gani sat i oni st opr eservet he bui l di ngdecor ,i t si nt er i or ,f abr i csandf ur ni t ur e.Pl anni ng,menmanagement , r ecrui t mentandt r ai ni ngasperexpect at i onoft hemanagement ,al ongwi t hcont r ol l i ng cost sandkeepi ngr ecords.

I nmoder nt i mes,housekeeper sal soempl oyR&D f ort hebet t er mentoft hei r company .I naddi t i on,housekeeper sal sopl ayt her ol eofHRD managersf ort hei rs t aff, endeavori ngt osol vet hei ri ndi vi dualgri evances/oper at i onalpr obl emswi t hi nt hef our wal l soft hedepar t mentconcer ned,bef or et hemat t erget soutofhand.Thi si sbecause goodhousekeeper sal waysconsi dert hei rs t aff asset st ot heorgani zat i on.

Atl astast hescopeofahousekeeperi ncr eases,t her ear eal otofchal l engest o beencount er edsi mul t aneousl y .Thefir stf act ori nt hi sr espectst emsf r om t hevery sameunder st andi ngt hatt hest affsaret hemai nassetf ort hei rdepar t ment . I nordert oensur eguestsat i sf act i onwi t hzer ocompl ai nt ,ahousekeeperhast o t r ai nandmot i vat est aff accor di ngl y ,duri ngbr ai nst ormi ngsessi ons.Apartf r om t hat , mai nt ai ni ngt hehot el ' sst andar ds,pr eservi ngt hebui l di ngandi t sdecoraswel las f abri candf urni shi ngar esomeoft heot herr esponsi bi l i t i es.Tosuccessf ul l yrunt he housekeepi ngdepar t ment ,housekeeper shavet okeept hei rbudgeti nmi ndatal lt i mes anddel i vert hebestr esul t swi t houtanyexcuses.

Wi t hi ncr easi ngcompet i t i onf r om new hot el s,housekeeper sonadai l ybasi shavet o

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ensur et hatt her ear enocompl ai nt s;i nt er actwi t hguest saswel lasi nt ernalcust omer s i nordert ogetdai l yf eedback.Thi si sachal l engerest ri ct ednotonl yt ohousekeepers, butot herheadsofdepar t ment s,i not herf acet soft hehospi t al i t yi ndust ryaswel l .And att heendoft heday,t herei snoj obsur et yei t her ,i nt hi si ndust ry.Ani ndi vi dualhas t okeepdel i veri nggoodr esul t s,consi st ent l ymeetst andar dsandworkeffect i vel ywi t hi n t hebudget .Housekeeper s,ont heot herhandshoul dhavegoodcommuni cat i onski l l s andbeeffect i vet eam l eader sandt r ai ner s,havi ngwi deknowl edgeaswel laskeepi ng aneyeoutf ordet ai l . ROLE OF HOUSE KEEPI NG

Ther ol eofhousekeepi ngi st okeepacl ean,comf or t abl eandsaf ehouse.Thehouse keepi ngdepart menti nahot eli sr esponsi bl ef ort hecl eanl i ness,mai nt enanceand aest het i cupkeepoft hehot el .Thehousekeepi ngdepart mentt akespri dei nkeepi ng t hehot elcl eanandcomf ort abl esoast ocr eat eahomeawayf r om home. Ahot elsurvi vest hesal eofr ooms ,f oodandbever ageandot hermi noroper at i on servi cessuchasl aundry,heal t hcl ub,et c.I ti sresponsi bl ef orsuppl yofl i nerand uni f ormst ovari ousot herdept s.andt ot her ooms. I ti st heresponsi bi l i t yofhousekeepi ngpersonalt oofferi twi t hi nt hebudgeti fnoti t r eveal st hei neffici entmgtandoper at i ons. I NTRODUCTI ON TO HOUSEKEEPI NG DEPARTMENT

Thehousekeepi ngi st hedepar t mentofahot elchar gedwi t hcl eani ngandmai nt ai ni ng r oomsandpubl i cspaces.Fr om t het i meaguestchecksi ni nahot elt i l lhechecksout , i ti st hehousekeepi ngdepar t mentwhi cht akescar eoft heguestbymaki nghi s/her st aypl easantandcomf ort abl e.I ngener al ,t hehousekeepi ngcrew i sr esponsi bl ef ort he dai l ycl eani ngofpubl i cr ooms( l obbi es,corr i dors,meet i ngrooms) ,pri vat ebedr ooms andpubl i cwashr ooms.I naddi t i on,i thandl est hel aunder i ngofl i nensandi nsome i nst ances,guestl aundry .Housekeepi ngal soper f ormsami norsecur i t yf unct i onby pr ovi di nga“ firs tal ert ”t opot ent i alguestpr obl emswhi l est affundert akedai l yguest bedr oom.

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Enumer at et hef ol l owi ngi nf ormat i on. 1.Dr aw andl abelt heor gani zat i onalchartofhousekeepi ngdepar t ment . Gi veatl east5eachoft hedut i esandresponsi bi l i t i esoft hef ol l owi ng:

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2.Execut i veHousekeeper 3.Assi st antexecut i veHousekeeper 4.Fl oorsupervi sor 5.Publ i car easuper vi sor 6.Cont r oldesksuper vi sor 7.Room At t endant s

AnswerKey1. 16 Enumer at i on:

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1.

1)Execut i veHousekeeper

•Ensur econf ormancet opol i ci esandpr ocedur easl ai ddawnbyt hemanagement . •Managest affsc hedul i ngasdemandedbyr oom occupancyf or ecast sandt hebanquet f unct i ons. •Ensur et hatt hest aff i spr oper l ygr oomedandcorr ect l yuni f ormed. •Checkal lt hepubl i car easandr oomsandseet hatt hest andardofcl eanl i nessi s mai nt ai ned. •Prepar esdut yrost ersf ort hest aff. •Co–or di nat eswi t ht hepur chasemanagerf orpur chaseofl i nen. •Tr ai ni ngofnew r ecr ui t ment . •Setupparst ockl evelandsanct i onsf oruni f orm. •Report st ot hegener almanageroft hehot elr egardi ngt hehappeni ngsofher depart ment . •Checksthewor ki ngoft heequi pment s. •Hol dmeet i ngsoft hehousekeepi ngst aff. •Preparespol i cesconcer ni nghousekeepi ng. 2)Assi st antExecut i veHousekeeper :

•Sheact sasanexecut i vehousekeeperonherabsence. •Assi st st heexecut i vehousekeeperondai l yf unct i ons. •Supervi sest hest aff wor ki ngunderher . •Hel pst hehousekeeperi npr epari ngdut yroast er . •Physi cal l ycheckst hear east oseet hatt heyar ecl eanedupaspert hehot el

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standards. •Trai nst hes t aff wor ki ngunderher . •Checkst hest aff wor ki ngunderher . •Checkstheoccupancyr eport . •Checkst her oom at t endant sr epor t . 3)Fl oorsupervi sor:

•Assi gnsdut i est ot her oom at t endant s. •Responsi bl ef ort hecl eanl i nessandt heupkeepoft heassi gnedfloor s. •Prepar esoccupancyr epor t . •Ensur est hesuppl yofguestameni t i est ot her ooms. •Mai nt ai nsrecor dsofal lr oom l i nen. •Repor t smai nt enancet ot hehousekeepi ngcont r oldesk. •Handl esguestcompl ai nt s. 4)Publ i car easupervi sor:

•Assi gnsdut i est ot hehousemen. •Responsi bl ef ort hecl eanl i nessandt heupkeepoft hepubl i careas. •Report sf ormai nt enancet othecont r oldesk. •Pr epar esj oborderf orms. •Supervi sespestcont rolact i vi t i es. 5)Cont r oldesksupervi sor:

•Hel i st enst ot heguestcompl ai nt s. •Prepar eshousekeepi ngreport ;acopyofwhi chi ssentt ot hef r ontoffice. •Coor di nat eswi t ht hemai nt enancedepar t ment . •Pr epar esj oborderf orm. •Conveyst hemessages. •Cont r ol st hemovementofkeys. •Ent er sl ostandf oundi t ems. •Coordi nat eswi t hal lt hest aff oft hedepart ment . •Mai nt ai nsl ogbooksi nt hedesk.

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7)Room at t endant s:

•Cl eansal lt heguestr oom •Cl eanst heassi gnedfloors. •Changesguestl i nen. •Fi l l supdayt odayguestcompl i ment sandsuppl i es. •I nchargeofservi cet rol l ey. •Hel psi npr epar i ngoccupancyr epor tandr oom at t endantr eport . •Repl eni shesservi cet rol l eywi t hguestsuppl i es,del egat el i nen,et c. •Report sf ormai nt enancei fany

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I nf ormat i on Sheet1. 17 Pr epari ngRequi si t i onsf orMai nt enanceServi ces Learni ngObj ecti ves:

Af t err eadi ngt hi sI nf or mat i onSheetyoushoul dbeabl et o: 1.Guestr equest sar enot edandcoor di nat edwi t hot herdepar t mentconcer ned I nt he pr evi ous i nf ormat i on sheet ,we havedi scussed t he Coordi nat i on wi t h ot herdepart menti sdonei n accordancewi t h hot el ’ sor gani zat i onalst ruct ur eand i t s f unct i on. I n t hi sl esson, you wi l l be i nt r oduci ng t ot he Pr epar i ng r equi si t i on f or mai nt enanceand gues tr eques t s ar e not ed and coor di nat ed wi t h ot herdepart ment concerned.

Exampl eRequi si t i on Form

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I mage1. 11

Bl anketOr ders

ABl anketPur chaseOr deri sat ypeofpur chaseor derdesi gnedt oconsol i dat er epet i t i ve smal lpur chasesf r om asi ngl esuppl i er .I ti sessent i al l yaf orm ofopen accountwhi ch i sl i mi t edi nt er msoft het hi ngswhi chcan beordered,whocan pl acet heorders,t he peri odf orwhi chi ti st obeopen,andt het ot alamountwhi chcan beordered.Thi sf orm ofpur chaseorderi susef ulf ordepart ment st hathaverepet i t i vesuppl yneeds. Whent oUseI t

Thi sme t hodofpr ocur ementi st obeusedf orr epet i t i venoncapi t alpur chases( e. g. , mai nt enancepart s,l aborat oryani mal s,gases,et c. ) WhenNott oUseI t

Any depar t mentant i ci pat i ng spendi ng l ess t han $2, 500. 00 f or part i cul ar suppl i es dur i ng a oneyearper i od shoul d use t he Uni ver si t y Corpor at e Pur chasi ng Card t o make such pur chases as needs ari se. Because onl y cert ai nt ypes of r epet i t i ve pur chasesaresui t ed t ot hesemet hodsofpur chase,and becauseBl anketOr der sdo notgener al l ypr ovi def ori t embyi t em pri ced checks,t hei ssuanceofBl anketOr der s mustbel i mi t edt osi t uat i onswher edepart ment alneedscl ear l yj ust i f y . Exampl eRequi si t i onFor m

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I mage1. 12

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LEARNI NG OUTCOMES#2

Handl ehousekeepi ngr equest s

CONTENTS:

1.Housekeepi ngandFrontOfficef or ms 2.Codesandr egul at i ons 3.Handl equer i est hr ought el ephone,f axmachi ne,i nt er netandemai l 4.I nt erpersonalski l l s:Communi cat i onandl i st eni ngski l l s 5.Upsel l i ngandsel l i ngt echni ques ASSESSMENT CRI TERI A:

1.Request sarehandl esi napol i t eandf r i endl ymanneri naccor dancewi t ht he est abl i shment ’ scust omerservi cest andardsandsecur i t ypr ocedur es. 2.Gues ti sacknowl edgedbyuseofnamewheneverpossi bl e 3.Det ai l sofr equest smadear econfir medandnot edi naccor dancewi t h i ndust rypr ocedur es 4.Appr opr i at eapol ogi esaremadewhenr eques t shasari senf r om br eakdowni n r oom ser vi ce 5.Ti mel i nessf r omet i ngrequest sareagr eeduponwi t hguest s 6.Request edi t emsar eprompt l yl ocat edanddel i ver edwi t hi nagr eedt i mef r ames. 7.I t emsf orpi ckuparecol l ect edwi t hi nagr eedt i mef r ames

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CONDI TI ON:

St udent s/Trai neesmustbepr ovi dedwi t ht hef ol l owi ng: Tool s Equi pment Mat er i al s/Suppl i es br ooms Tel ephone Penandpaper squeegees Comput er Housekeepi ng/FO f or ms dustpans guestr oom ( compl et eand oper at i ngmanual s operat i onall aborat ory) r ugsf orvar i ouspur poses r ef r i ger at or r oom suppl i esand ameni t i es t oi l etbowlbrush el ect ri cf an br ochur esandr at es t oi l etpump ai rcondi t i oni nguni t cl eani ngchemi cal s gl oves shel ves fir stai dki t mopsqueezer al ar m cl ock st epl adder t el evi si onandvi deo player bucket s vacuum cl eaner s sor t i ngbasket s car petsweeper br ushes baby’ scr i b r ol l awaybeds/cot s caddy/t r ol l ey ASSESSMENT METHOD:

1.I nt ervi ew ( oral /quest i onnai r e) 2.Observat i on 3.Demonst r at i onofPr act i calSki l l s 4.Wr i t t enexami nat i on

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Learni ngExperi ences Learni ngOutcome1 Handl ehousekeepi ngrequest s Learni ngAct i vi ti es

nf ormat i onSheet1. 21 ReadI

heSel f Check1. 21 Answert

nf ormat i onSheet1. 22 ReadI

TESDA


Speci alI nstruct i ons

Readandunderst andt hei nf ormat i on sheet . Checkyour sel fbyanswer i ngt heSel f Check.Youmustansweral lquest i ons corr ect l ybef orepr oceedi ngt othenest act i vi t y . Readandunderst andt hei nf ormat i on Date Deveoped! "e#ruar$ %&'(






Page '&1 o/ ''(

sheet .






Checkyour sel fbyanswer i ngt heSel f Check.Youmustansweral lquest i ons corr ect l ybef orepr oceedi ngt othenest act i vi t y . Readandunderst andt hei nf ormat i on sheet . Checkyour sel fbyanswer i ngt heSel f Check.Youmustansweral lquest i ons corr ect l ybef orepr oceedi ngt othenest act i vi t y . Readandunderst andt hei nf ormat i on sheet . Checkyour sel fbyanswer i ngt heSel f Check.Youmustansweral lquest i ons corr ect l ybef orepr oceedi ngt othenest act i vi t y .

I nf ormat i on Sheet1. 21 Housekeepi ngandFr ontOffi ceForms Learni ngObj ecti ves:

Af t err eadi ngt hi sI nf or mat i onSheetyoushoul dbeabl et o:

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1.Request sarehandl esi napol i t eandf r i endl ymanneri naccor dancewi t ht he est abl i shment ’ scust omerserv i cest andardsandsecur i t ypr ocedur es. I n LO 2oft heModul eon Provi di ngHousekeepi ngt ot heGues tyou l ear nedt he useandf ami l i ari zet hef ormsusedbyhousekeepi ngandf r ontofficedepart ment . Housekeepi ngFor ms

I+age ',%-' 7 Lost and "ound "or+8

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I+age ',%-% 7 E+po$ee Gate Pass8

nt enanceWor kRequestForm 8 I+age ',%-1 7 Mai

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)

keepi ngDai l yLi nenCont r olf orms I+age ',%-( 7 House

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I+age ',%-2 7 POD Dai l yHazar dAssessmentForm

)

)

keepi ngCheckl i st I+age ',%-3 7 House

usekeepi ngI nvent oryForm I+age ',%-4 7 Ho

)

I nf ormat i on Sheet1. 22

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CodesandRegul at i ons Learni ngObj ecti ves:

Af t err eadi ngt hi sI nf or mat i onSheetyoushoul dbeabl et o: 1.Request sarehandl esi napol i t eandf r i endl ymanneri naccor dancewi t ht he est abl i shment ’ scust omerserv i cest andardsandsecur i t ypr ocedur es. I n LO 2oft heModul eon Provi di ngHousekeepi ngt ot heGues tyou l ear nedt he useandf ami l i ari zet hef ormsusedbyhousekeepi ngandf r ontofficedepart ment . TypesofRat eCodesusedi nhot el s

Hot el swi l lal wayshavemor et han oner oom r at ecodecat egoryf oreach r oom t ypei n t hehot el .Room r at escat egori esgener al l ycorr espondt ot ypesofr oomsavai l abl et osel l i nt hehot el(Eg:Sui t e,Del uxe,Premi ere,St udi o,Penthouseet c.) . Room Rat esand r at ecodesmayal sovary accor di ng t ot heavai l abl eroom f eat ur es such as r oom si ze,l ocat i on,vi ew,f ur ni shi ng,decorset c and al so wi t h compet i t ors pri ci ng.

Bel ow ar esome oft hest andard Room Rat esand Rat ecodesused i n hospi t al i t y industry:

RackRat e:I st heSt andar dr at eorPubl i shedt ari ff definedbythehot elmanagement

f orapart i cul arr oom cat egory/t ype.Thi si sgener al l ypri nt edont het ari ffsheetoft he hot elandt hesedet ai l sar eal sosubmi t t edt othel ocalgovernmentaut hori t i esf orhot el

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l i censi ngandi n somecount r i esf orGov .t axcompl i ance.I n ot herword' st heserat es ar eal wayswi t houtanysort sofdi scount s.

Corporat e orCommer ci alRat e T : hesear er at esoffer ed t o compani est hatpr ovi de

f r equentbusi nessf ort hehot elori t schai n.Thi srat emayvaryaccordi ngt othevol ume ofbusi nessguarant eedbyt hecompani es.

e normal l y nonst andar dr at eswhi ch i s offer ed as a ADHOC Rat e Code:These ar speci alonet i merat esf orfirstt i mecorporat e' s.

T er at es whi ch i s offer ed t o gr oups,meet i ngs and convent i ons Gr oup Rat e : hese ar usi ngthehot elf ort hei rf unct i ons.

es ar e gener al l y offer ed dur i ng l ow occupancy Promot i onalRat e Codes:Theserat per i odst oanyguestt opr omot eoccupancy .Earl yBi r dRat es,St ayf or3andpayf or1 et c.aresomeexampl es.Theserat esmayal soi ncl udecer t ai n addonst oat t r actt he cust omersl i kef r eeWi Fif or24Hr s,f r eebuffetdi nneret c.

I ncent i veRat eCode: TheRat eoffer edt oi ndi vi dual swhobel ongt oanassoci at i on or

hol der s ofspeci almember shi p car ds orCr edi tcar ds. Eg:Amex / VI SA / Mast er

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car dhol dersge t5% di scountonRackRat e,Luf t hansaFr equentFl yermember sge t25 % di scountet c.Forhot el st heserat esal waysgi vepot ent i alr ef err albusi ness.

Fami l y Rat e:A r at e r eserved f or f ami l i es wi t h chi l dr en. Usual l y t hese r at e

i ncl udeExt r a Bed char ges and may al so i ncl ude some f r ee add-on act i vi t i es f or chi l dren.

Rat esthati ncl udesa guestr oom i n combi nat i on wi t h ot heravai l abl e Package Rat e: event s or act i vi t i es.(Eg:BestofLondon package whi ch i ncl udes r oom r ent al ,al l meal s,si t eseei ng,ai rportt r ansf er set c.)Packagerat ecan beal soasi mpl eroom and meal package

l i k A e meri can

Pl an

(

AP) ,Modi fied

Ameri can

Pl an

( MAP) ,Cont i nentalPl an(CP)e t c .

at e codes ar et he l owest di scount ed r at e Best Avai l abl er at es (BAR ) T : hese r avai l abl ef oradaywhi chcan beoffer edt ot heguestbyt heReservat i on orFr ontdesk st aff.BARcanbeoffdi ffer entt ypes: ' Dynami c BAR'-Has di ffer ent t i er s and each t i er s wi l lbe opened and cl osed

accor di ngt ot heoccupancyoft hehot el .(Thenew agehot elmanagementsof t ware' s doest hi saut omat i cal l yf ort heRevenueManger s. ) Sampl eDynami cBAR Rat e

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BAR -Ti er

Openwhenoccupancy

BAR-01

0 % t o 25%

BAR-02

26% t o35%

BAR-03

36% t o50%

BAR-04

51% t o75%

BAR-05

76% t o100%

' Dai l y BAR' Hasapr edefineddai l yroom r at eregar dl essofr oom cat egor i es(Run of

t hehouse)andoccupancy ,t heser at esarese taccordi ngt ot hedayoft heweek,asper t he demand ofhot elr ooms i nt he ci t y ,speci alday' s orseasons,as pert he r oom demandf or ecastdonebyt hehot elr ev enuemanager . Sampl eDai l yBAR r at e DATE

DAY

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

25/11/2012

CBLMs on HOUSEKEEPING SUN NC II

26/11/2012Providing Housekeeping MON to the Guest

27/11/2012

TUE

RATE ($)

Date Deveoped!

350. 00

"e#ruar$ %&'(

Date )evised!

"e#ruar$ %&'(

200. 00 Deveoped #$! Saturnino D, Panda* .r 250. 00



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Compl i mentar yRat e: ARoom r at ewi t hze r or oom chargewhi chi s offer edt ospeci al

guest s,i ndust ryl eader s,Gov.offici al set c. A at ewi t hzer or oom char gewhi chi susedf orr oomsst aysf or HouseuseRat e : Room r hot elpurpose.Eg:Managerordut yr oom,I nhouseGener al/Resi dent managerr oom e t c . Zer o Rat eCode: Theseki nd ofr at esareused assys t em r equi r ement sf orPMS' sas

t hesewoul dbet aggedt oDummyr ooms,Paymast err oomsandGr oupMast err ooms.

Room St at usTermi nol ogy/Defini t i onsf orhotel s

Dur i ng t he guests t ay ,t he housekeepi ng st at us oft he guest r oom changessev er al t i mes.The vari oust er msdefined are t ypi caloft he r oom st at ust er mi nol ogy oft he l odgi ng i ndust ry .Noteveryr oom st at uswi l loccurf oreach and ever y guestdur i ng t hei rst ayatt hehotel . Changesi nt hi sst at usshoul dbeprompt l ycommuni cat edt ot hef r ontofficei nor dert o maxi mi ze t he r oom sal es and r evenue. Mai nt ai ni ng t i mel y housekeepi ng st at us r equi r es cl osecoor di nat i on and cooper at i on bet ween t he f r ontdesk and t he house keepi ngdepart mentf ort heNon-Aut omat ed/Semi–Aut omat edhot el s.

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Occupied : 9 guest is *urrent$ o**upied in the roo+ Stayover: :he guest is not e;pe*ted to *he*k out toda$ and uested not to #e distur#ed Cleaning in progress: )oo+ attendant is *urrent$ *eaning this roo+, Sleep-out: 9 guest is registerd to the roo+= #ut the #ed has not #een used, Skipper: :he guest has e/t the hote
/ro+ the hotes inventor$,9 roo+ +a$ #e out-o/-order /or a variet$ o/ reasons= in*uding the need o/ +aintenan*e= re/ur#ishing and e;tensive *eaning et*, Out o Service ! OOS ": )oo+s kept under out o/ servi*e are not dedu*ted /ro+ the hote inventor$,

:his is a te+porar$ #o*king and reasons +a$ #e #u# /use= : ? re+ote not
hote oA*ia, DNCO ! did not check out": :he guest +ade arrange+ents to sette his or her #is 7 and thus not a

skipper8= #ut has e/t

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#ate Check out: :he guest has re>uested and is #eing ao
standard departure ti+e o/ the hote,

Room Typedefini t i on i nhot el s

I nhot el st her oomsarecat egori zedandpr i cedaccordi ngt ot het ypeofbed,numberof occupant s,number of bed, decor , speci fic f ur ni shi ngs or f eat ur es and nowadays speci alevent hespeci alt hemeavai l abl ei nt her oom.

Lat erwhen assi gn t heguestr oom bef oret hear r i valoft heguestt hef r ontdeskagent mustbeawareofguest r oom charact er i st i csf oreach r oom t ypeavai l abl ei nt hehot el . Al sonott of or getanyguestspeci ficr equestorr oom speci ficr equestr equest edbyt he guestf oreg: -r oom awayf r om t heel evat or ,Ki ngbedded r oom,t wi n bed r oom,nonsmoki ngr oom et c.

Even t hough t he r ooms t ype' s may vary hot elby hot el ,t he f ol l owi ng r oom t ype defini t i onsar ecommoni nt hehot eli ndust ry .

Si ngl e: Ar oom assi gnedt ooneper son.Mayhaveoneormor ebeds. Doubl e: Ar oom assi gnedt ot wopeopl e.Mayhaveoneormor ebeds.

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Tri pl e: Ar oom assi gnedt ot hr eepeopl e.Mayhavet woormor ebeds. Quad: Ar oom assi gnedt of ourpeopl e.Mayhavet woormor ebeds.

Ar oom wi t haqueensi zedbed.Maybeoccupi edbyoneormor epeopl e. Queen: Ki ng: Ar oom wi t haki ngsi zedbed.Maybeoccupi edbyoneormor epeopl e. Twi n: Ar oom wi t ht wot wi nbeds.Maybeoccupi edbyoneormor epeopl e. Doubl edoubl e: ARoom wi t ht wodoubl e(orper hapsqueen)beds.Maybeoccupi edby

oneormor eper son. Studio: Ar oom wi t h a st udi obed-acouch whi ch can beconver t edi nt oa bed.May

al sohaveanaddi t i onalbed. Mi ni Sui t eorj uni orsui t e: Asi ngl er oom wi t h abedandsi t t i ngar ea.Somet i mest he

sl eepi ngar eai si nabedr oom separ at ef r om t hepar l ourorl i vi ngr oom. Aparl ourorl i vi ngr oom connect edwi t ht ooneormor ebedr ooms. Suite: Connect i ng r ooms:Rooms wi t hi ndi vi dualent r ancedoor sf r om t he out si de and a

connect i ngdoorbet ween.Gues t scan movebet ween r oomswi t houtgoi ngt hr ought he hal l way. Adj oi ni ngr ooms: Roomswi t hacommonwal lbutnoconnect i ngdoor . Adj acentr ooms: Roomscl oset oeachot her ,per hapsacrosst hehal l .

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I nf ormat i on Sheet1. 23 Handl eQueri est hr oughTel ephone,FaxMachi ne,I nt ernetandEMai l Learni ngObj ecti ves:

Af t err eadi ngt hi sI nf or mat i onSheetyoushoul dbeabl et o: 1.Gues ti sacknowl edgedbyuseofnamewheneverpossi bl e.

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2.Det ai l sofr equest smadear econfir medandnot edi naccor dancewi t hi ndust ry pr ocedur es I n LO 2oft heModul eon Provi di ngHousekeepi ngt ot heGues tyou l ear nedt he useandf ami l i ari zet hef ormsusedbyhousekeepi ngandf r ontofficedepart ment . Bui l dTel ephoneSki l l sf ort el ephoneoperator s

Regar dl essofwhom you t al k wi t h overt het el ephone,i t ' sessent i alt hatyou makea posi t i vei mpr essi on. Answer i ng t he t el ephone i s an oppor t uni t yf or t el ephone oper at or s/ f r ont desk agent s/ hot elst affst oport r aypr of essi onali mageaswel lasaposi t i vei magef ort he hotel . Dur i ng any t el ephone conver sat i on, hot el st aff shoul df ol l ow t he bel ow key points: o

Smi l e even t hough you ar e on t he t el ephone Wh . en you smi l e, you

aut omat i cal l yi mpr oveyourvocalqual i t y ,and you wi l lal so sound pl easantand i nt erest ed. o

Si torst and up st r ai ght .Bysi t t i ngorst andi ngup st r ai ght ,you' l lbemore

al ertandpaybet t erat t ent i ont owhati sbei ngsai d. o

Useal ow voi cepi t ch A . l owervoi cepi t ch wi l lmakeyou soundmor emat ur e

andaut hori t at i ve. o

Match yourspeaki ngrat et ot hecal l er' s.Lett hecal l ersett het empooft he

conver sat i on.ForExampl e,heorshemaybei n ahurry ,I nt hatcaseyou shoul d pr ovi dei nf ormat i onmorequi ckl y . o

Avoi d ext r emesi n vol ume.I fyou speak t ool oudl y ,you maysound r udeor

pushy .I fyouspeakt oosof t l y ,youmaysoundt i mi doruncer t ai n.

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o

Avoi dexpr essi onssuch as" uhhuh"and" yeah. "Suchexpr essi onsmaket he

speakersounddul l ,i ndi ffer entanduni nt er est ed. Fr ontofficest aff of t ent akephonemessagesf orot herempl oyeesorguest s.mostf r ont offices have a st andar dt el ephone message f or m. I f you answer t he phone,i t s i mport antt hatyoul i st encaref ul l yandt akeaccur at ewri t t ennot eswhi l espeaki ngwi t h t he cal l er . When you t ake a t el ephone message, be sure t o ge tt he f ol l owi ng i nf ormat i on: o

o

Dat e Ti meoft hecal l

o

Nameoft hepersonbei ngcal l ed

o

Cal l ers'f ul lname

o

Cal l ers'depart ment(i ft hecal li si nt ernal )

o

Cal l er ' scompany

o

Cal l er' sti mezone(onl yi foverseascal l )

o

Cal l er ' sTel ephonenumber(andareacode,i fneeded)

o

Message(donotabbr evi at e-pr ovi deaf ul lmessage)

Sampl eSt andar dTel ephoneWel comeGr eet i ngsUsedi n Hot el s: Sampl et el ephonescr i pt1

Hotelst aff:

" GoodMorni ng-t hankyou f orcal l i ngSet upmyhot el( ment i on yourhot el sname) ,how mayIdi r ectyourcal l ?" Guest :

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" Ineedt ospeakt osomeonef r om r oom r eserv at i on" Hot elSt aff:

“ Reservat i ons( Reconfir mt hedepart ment ) ,Connect i ngyourcal l ”

Sampl et el ephonescr i pt2 Hot elSt aff:

“GoodEveni ng–t hankyouf orcal l i ngTheCol oud9Hot el& SPA(ment i onhot elname) mynamei sSandy(Ment i onst aff at t endi ngt hecal l )how mayIassi styou?” Guest :

“ Ineedt ospeakt otheTravelDesk” Hot elSt aff:

“ Cert ai nl ySi r ,al l ow meamovementwhi l eIconnectyourcal l ”


“ Thankyouf orcal l i ngTheCl oudhot el( ment i onyourhot elname) Guest :

“ Ineedt omakeareserv at i onf ordi nneratyourcoffeeshop” Hot elSt aff:

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“ Tr ansf err i ngyourcal lwi t hpl easur e”


“ Wel comet oHot elParadi se( ment i onyourhot elname) ,How mayIassi styou?” Guest :

“ Canyouconnectt oyourcakeshop?” Hot elSt aff:

“ Pl easebeont hecal lwhi l eIt ransf ert hecal l ”


“ Goodeveni ngGr andHot el( ment i onyourhot elname) ,How mayIhel pyou?” Guest :

“ Ineedt obookaroom atyourhot el ” Hot elSt aff:

“ Sur e,al l ow met ot r ansf eryourcal lt oourReservat i onsdepart ment ”

Sampl et el ephonescr i pt6

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Hot elSt aff:

“ Hi ,Hot elLi mel i ghtpal ace( ment i on yourhot elname)t hi si sDavi d,how mayIAssi st you?” Guest :

“ Ineedt ospeakt osomeonef r om t heReser vat i ons” Hot elSt aff:

“ Cert ai nl y,Iwi l lconnectyout ot hereservat i ons”


“ Namast e/Vanakam!(Wi shaccordi ngt oyourr egi onalgr eet i ngs)t hankyouf orcal l i ng Hot elPl aza(ment i onyourhot elname) ,How mayIhel pyou?” Guest :

“ Ineedt ospeakt osomeonef r om t heReser vat i ons” Hot elSt aff:

“ Tr ansf err i ngyourcal lwi t hpl easur e”


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“ Thanksf orCal l i ngHot elCube( ment i on yourhot elname) ,t hi si sEr i caspeaki nghow mayIassi styou?” Guest :

“ CanISpeakt osomeonef r om t he Fr ontdesk?” Hot elSt aff:

“ Fr ontDesk,Ki ndl yhol dwhi l eIt r ansf ert hecal lt oourFr ontDesk”

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I nf ormat i on Sheet1. 24 I nt erper sonalSki l l s:Communi cati onandLi st eni ngSki l l s

Learni ngObj ecti ves:

Af t err eadi ngt hi sI nf or mat i onSheetyoushoul dbeabl et o: 1.Gues ti sacknowl edgedbyuseofnamewheneverpossi bl e. 2.Det ai l sofr equest smadear econfir medandnot edi naccor dancewi t hi ndust ry pr ocedur es I n LO 2oft heModul eon Provi di ngHousekeepi ngt ot heGues tyou l ear nedt he useandf ami l i ari zet hef ormsusedbyhousekeepi ngandf r ontofficedepart ment . Keyt ermsorj ar gonsusedi nhot elFr ontoffi cedepart ment

Ameri can Pl an (AP)-A bi l l i ngarr angementunderwhi chr oom char gesi ncl udet he guest r oom andt hr eemeal s,Al socal l edasf ul lboar d/f ul lpensi on.

-A bi l l i ngarr angementunderwhi chmeal sar epr i cedsepar at el y European Pl an( EP) orr oom onl ypl an

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Modi fied Amer i can Pl an ( MAP) A - bi l l i ngar r angementunderwhi cht hedai l yr at ei s i ncl udi ngr oom andt womeal s,gener al l yBr eakf astanddi nner .

hemostcommon /pref er r ed bi l l i ngarr angement Cont i nent alPl an (CP )-Oneoft whi chi ncl udesr oom andcont i nent albr eakf ast .

RackRat e-Thepubl i shedt ari fff oreachr oom t ype/cat egory i nahot el .

Regi st r ai on Card-A pri nt ed f orm f or a r egi st r at i on r ecor d,I n mostcount r i es t he guest ' sgi gnat ur eonar egi st rat i oncar di sr equi r edbyl aw.

-Ani ndi cat orofar oom' sl ongt erm avai l abi l i t yf orassi gnment . Reservati on St atus Room Rat e -Thepri ceahot elchargesf orover ni ghtaccomodat i ons.

Ski pper -Aguestwhol eaveswi t hnoi nt ent i onofpayi ngf ort her oom.

Scant yBaggage -Aguestwhochecksi nt ot hehot elwi t hver yl essornol uggage.

-Aguestwhoarr i vesatahot elwi t houtar eservat i on. Wal ki n

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Wal ki ng -Tur ni ngawayaguestwhohasareser vat i onbecauseofal ackofr oom

avai l abi l i t y .

-Guest sexpect edt ocheckoutonagi vendaywhohavenotyetdoneso. Dueouts

Cr edi tl i mi t / house l i mi t -A l i mi tass i gned by t he hot elt o gues torcompany account s.

Upsel l i ng -A sal est echni quewher ebyagues ti soffer edamor eexpensi veroom t han whatheorsher eservedoror gi nal l yr equest ed,andt henper suadedt or entt he

r oom basedont her oom' sf eat ur es,benefit s,andhi sorherneeds.

Bl ock -Anagreed-uponnumberofr oomssetasi def ormembersofagrouppl anni ngt o st ayi nahot el .

-Tosel lorr eserver oomsaheadoft i me. Book

Confirmat i on Number-A code t hatpr ovi des a uni que r ef er ence t oar eserv at i on r ecordandassur est heguestt hatt hereser vat i onr ecordexi st s.

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Cutoff dat e-The dat e agr eed upon bet ween a gr oup and a hot elaf t erwhi ch al l unr eservedr oomsi nt hegr oup' sbl ockwi l lberel easedbackt ot hegeneralavai l abi l i t y .

-Aguestwhomadearoom r eserv at i onbutdi dnotr egi st erorChecki n. NoShow

Over booki ng -accept i ngmorer eservat i onst hant her ear eavai l abl er ooms.

-Bl ocki ngf ewerr oomst han t henumberr eques t edbyagr oup,basedon Wash down pr evi ousgr ouphi st ory .

GuestCycl e-A di vi si on oft heflow ofbusi nesst hr ough a hot elt hati dent i fiest he physi calcont act sandfinanci alexchangesbet weent heguest sandt hehot el .

GuestFol i o-A f orm (paperorel ect r oni c)usedt ochartt r ansact i onson aaccount assi gnedt oani ndi vi dualper sonorguestr oom.

LateChar ge- At r ansact i on r equi ri ng post i ngt oaguestaccountt hatdoesnotr each t he f r ont office f or post i ng bef or et he gues t had chec ked out or done t he final set t l ement .

st r i but i on channelf or r eser vat i ons t hat Gl obal Di st ri but i on Syst em ( GDS)- A di pr ovi desworl dwi dedi st ri but i on ofhot elr eservat i on i nf ormat i on and al l owssel l i ngof

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hot elr eserv at i ons around t he wor l d,usual l y accompl i shed by connect i ng t he hot el r eser vat i on syst em wi t h an ai r l i ne r eser vat i on syst em ( Eg - Amadeus, Sabr e, Gal i l eo/Apol l oorWor l dspan)

Perf ormanceTest

Speci ficI nst ructi on f ort heCandi date: HOUSEKEEPI NG NC I I

Qual i ficati on Uni tofCompet ency GeneralI nst ructi on:

PROVI DI NG HOUSEKEEPI NG TO THE GUEST

equi r ed Gi venthenecessarymat eri al s,t ool sandequi pment ,t hecandi dat emustber t opr ovi dear angeofgener alhousekeepi ngservi cest oguest s. .( 2Hrs) . Speci ficI nst ructi ons: ', Hande housekeeping re>uests, %, 9dvise guests on roo+ and housekeeping e>uip+ent,

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LI STOFEQUI PMENT,TOOLSAND MATERI ALS: EQUI PMENT: QTY 1set 1set 1set 1set

Descri pt i on

Rol lawaybeds addi t i onalpi l l owsandbl anket s i rons dryers

MATERI ALS AND SUPPLI ES: 1set addi t i onalr oom suppl i es 1set f ol l owupcl eani ng 1set r epai r sandmai nt enance 1set l ostpropert yi nqui ri es 1set changeofl i nen 1set firstai dki t 1set babysi t t i ng 1set babycri b 1set

I nst ructi ons: You ar et ask t o demonst r at ed abi l i t yt o offer cour t eous and f r i endl yservi cet oguestanddemonst r at edknowl edgeofar angeof housekeepi ngser vi ces/equi pment . Creati vebri ef : 1.Youmustpr oducet hef ol l owi ng: How var i oust ypesofequi pmentwor k • Localservi ces,at t ract i ons,t ransport ,shops,ent ert ai nment ,et c. •

2.Per f orm 2mi nut esbasi cflai rt endi ngr out i ne. t oshow i f



Duri ngthedemonst r ati onofski l l s,di dt hetr ai nee:

evi dencei s demonst r at ed

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Yes

No

1.Request ar ehandl edi napol i t eandf ri endl ymanneri n s accordancewi t ht heest abl i shment ’ scust omerservi ce st andardsandsecur i t ypr ocedur es 2.Gues ti sacknowl edgedbyuseofnamewher everpossi bl e 3.Det ai l sofr equest smadear econfirmedandnot edi n accordancewi t hent er pri sepr ocedur es 4.Appropri at eapol ogi esar emadewher earequesthas ari senf r om br eakdowni nr oom ser vi ce 5.Ti mel i nesf ormeet i ngrequest sareagre eduponwi t h guest s 6.Request ar epr ompt l yl ocat edanddel i ver ed edi t ems wi t hi nagr eedt i mef r ames 7.I t emsf orpi ckupar ecol l ect edwi t hi nagr eedt i mef r ames sar ecourt eousl yadvi sedoncorr ectusageof 8.Guest equi pment

9.Mal f unct i onsar eprompt l yr epor t edi n accor dancewi t h ent erpri sepr ocedur es,andwher epossi bl e,al t ernat i ve arr angement sar emadet omee tgues tneeds. 10.Acol l ect i ont i mef orr equest edequi pmenti sagreedupon wher eappr opr i at e

Thet rai nee’ sdemonst r at i onwas: Satisfactory



NotSati sf act ory 

Feedbackt ot r ai nee:

Gener alcomment s[ St r engt hs/I mprovement sneeded]

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Tr ai ner ’ s si gnat ur e:

Dat e:

Ref er ences ', http!<<<,ing,upenn,eduDire*tionshote*odes,ht+ %, http!<<<,r*,state,k$,uskar6&%&&4&'&,ht+ 1, http!<<<,visit+$phiippines,*o+inde;,php tite)uesonHotes=)esorts=:ouristsInnset*,)uesand)eguations:oGovern9**reditaiono/Hotes=:ouristInns=9partes=)esorts=Pensio nHouses=andOther9**o++odationEsta#ish+ents,/un*apid6%t#' (, https!<<<,googe,*o+,phur satr*tF>esr*ssour*e5IU(-

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Provide Housekeeping Services to Guest

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