Q1 Wk 3 Activity Sheets- Housekeeping.docx

Technology and
Livelihood Education
Grade 9 - Housekeeping
Quater 1 Week 3
9

Technology and Livelihood Education– Grade 9
Quarter 1 – Week 3 Activity Sheets
First Edition, 2020
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Published by the Department of Education
Printed in the Philippines by Learning Resource Management Section
Department of Education – Davao del Sur
Office Address: Lapu-lapu St., Cor. Plaridel St., Digos City
E-mail Address: lrmds.davsur@deped.gov.ph
Development Team of the Activity Sheet
Writer: Giovanni M. Ortega / Rosalie Palamara / Jimagil O. Gomez
Editor:
Reviewer: Leilanie L. Tingzon
Illustrator
Layout Artist:
Management Team: Leilanie L. Tingzon (EPS EPP/TLE)
Christopher P. Felipe (EPS LRMDS)

9
Technology and
Livelihood Education
Grade 9 - Housekeeping
Quarter 1 Week 3
A Activity Sheets

Republic of the Philippines
Department of Education
Region XI
Division of Davao del Sur
Name: __________________________ Date: __________
Grade: _____________________ Section: ___________
Learning Area: Grade 9 - Housekeeping
Title of the Activity 2.1 “Describe It! And Explain It!”
Learning Competency 2.1: Describe and explain the use of different types of
housekeeping and front office forms. (TLE_HEHK9- 12HS-Ia-e-2)
What I Need to Do
In this activity, you describe and explain the use of different types of
housekeeping and front office forms. To answer the self-check exercise, you can
use the respective given table on the space provided. You can also use the scoring
rubrics for the evaluation of the activity.
Gearing Up
Read and understand the different types of housekeeping and the uses
of front office forms.
Types of housekeeping
1. Domestic Housekeeping- refers to housekeeping maintenance in a house. It
covers bedrooms, kitchen, dining, receiving area, grounds and the
surroundings areas within the house.
2. Institutional Housekeeping applies to housekeeping maintenance in
commercial lodging establishments like hotels, resorts, inns and apartels.
Institutional Housekeeping usually covers the following areas:
 Guest rooms
 Hallways and corridors
 Lobby
 Public Rooms and restaurants
 Offices
 Stairways
 Windows
 Stores, concessionaire shops

Different Forms Used In Front Office
 Reservation Form Bulk Reservation Form
 Cross Amenities Voucher
 Amendment/cancellation Form Guest Registration Card
 Instant Reservation Form Guest Folio
Front Office Forms
1. Pre-arrival activities:
a) Reservation record or a reservation file
b) Letter of confirmation
c) Reservation rack and reservation rack slips
2. Arrival activities:
a) Registration card (or record) or registration file
b) Room rack and room rack slips
3. Occupancy activities:
a) Guest folio: shall be of duplicate forms and pre-numbered for cross-
indexing control purposes
b) Vouchers: support documents detailing facts of a transaction, but does not
replace the source document (i.e. the invoice). Examples of vouchers might include
charge vouchers, allowance vouchers, paid-out voucher, and correction vouchers…
c) Information rack slips
4. Departure activities:
a) Credit card vouchers
b) Cash vouchers
c) Personal check vouchers
d) Transfer vouchers
e) Guest history records

Getting Better
SELF CHECK 2.1
Direction: In your own understanding, describe and explain briefly the following.
You may write your answer inside the given table.
Gaining Mastery
ACTIVITY 2.1
“Describe It! And Explain It!”
Direction: Describe and explain the following. Rubrics below will be basis for
evaluation.
 PRE-ARRIVAL
 ARRIVAL
RESERVATION FORM:
_________________________
_________________________
_________________________
_________________________
_________________________
REGISTRATION CARD:
__________________________________
__________________________________
__________________________________
__________________________________
__________________________________

Rubrics for Scoring
SCORING RUBRICS
Criteria Percentage
Content 10
Validity 5
Delivery 5
TOTAL 20
Writers: Giovanni M. Ortega / Rosalie Palamara / Jimagil O. Gomez
School: Padada NHS / Bangkal NHS / Matanao NHS
Division: Davao del Sur
Illustrator:
School:
Division:

What I Need to Remember
The front office is also known as the face of the hotel. It is the first
guest contact area and also the nerve center of the hotel. All the activities
and areas of the front office are geared towards supporting guest transaction
and services.
Writers: Giovanni M. Ortega/ Rosalie Palamara / Jimagil O. Gomez
Schools: Padada NHS / Bangkal NHS / Matanao NHS
Illustrator:
School:
Division:

Answer Key
SELF-CHECK 2.1
 Reservation Form: is primarily used by reservation department or by
the hotel sales team to write down the booking details over phone or
when they go for a sales call on client site. These are filled on to the
enquiry form.
 Registration Card: means a document issued to the owner of a vehicle
by the appropriate agency whose duty it is to register vehicles, which
contains the name and address of the owner and a description of the
vehicle, and which is issued to the owner when the vehicle has
been registered.
ACTIVITY 2.1
 Please refer to the Scoring Rubrics
Illustrator:
School:
Division:

Region XI
Name: __________________________ Date: __________
Grade: _____________________ Section: ___________
Learning Area: Grade 9- Housekeeping
Titles of the Activity 2.2 “PRACTICE IT!”
Learning Competency 2.2: Practice proper handling of client’s queries through
telephone, fax machine, e-mail, etc. (TLE_HEHK9-12HS-Ia-e-2)
What I Need to Do
In this activity, you should practice proper handling of client’s queries
through telephone, fax machine, e-mail, etc. To answer the self-check exercise, you
can fill it in the provided spaces. You can also use scoring rubrics for the
evaluation of your activity performance.
Gearing Up
Read and familiarize the information below.
Tips for handling customer inquiries over the phone
 Companies that prioritize the customer experience generate 60 percent higher
profits than their competitors.
 73 percent of consumers love a brand because of friendly customer service.
 78 percent of customers say that competent customer service reps are most
responsible for a happy customer experience.
 70 percent of buying experiences are based on how the customers feel they are
being treated.
 68 percent of customers leave because they were upset with the treatment they
received whilst speaking to a customer service rep.
So, how exactly do you and your team go about handling customer inquiries over
the phone?

Handling customer inquiries over the phone
When customers call in with questions, they’ll already have a number of
expectations for how their inquiry should be handled. One is that they’ll be treated
courteously, and the other is that they’ll be speaking with a knowledgeable
customer service representative who can answer their question or resolve their
issue.
Have a script
It is a good idea to have a basic script for handling customer inquiries. A
good script will effectively express courtesy and will efficiently get to the heart of the
issue. Here are some tips to help you start building your script:
 Greet the caller courteously.
 Say the name of the organization.
 Introduce yourself.
 Find out why the customer is calling.
 Listen to the customer and take notes if necessary.
 Repeat the information to the customer to show them that you’ve understood the
question, and apologize if there is an issue.
 Thank the customer for calling.
Getting Better
SELF CHECK 2.2
TRUE OR FALSE
___________1. If a customer calls in with an issue, you want to be able to pull up
their history to better serve them.
___________2. . A good script will effectively express courtesy and will efficiently get
to the heart of the issue.
___________3. If you need to call a customer back, give them a specific time when
you will do so.
___________4. Time wasting is very important handling costumer request.
___________5. It is not important to remember that every customer inquiry and
issue is a chance to learn and gather data.

Gaining Mastery
ACTIVITIES 2.2 “PRACTICE IT!”
Direction: Make a video presentation about proper handling of client’s through
telephone. The scenario of the activity is to receive a call from the client’s queries
over the phone. After the activity the teacher will assess their performance using
the rubrics provided below.
Rubrics for Scoring
SCORING RUBRIC
Dimension Highly
Skilled 5
Skilled 4 Moderately
Skilled 3
Unskilled 2 No Attempt
1
Use of tools,
equipment,
and
materials
Appropriate
selection,
preparation,
and use of
materials
and tools/
equipment
all the time
Appropriate
selection,
preparation,
and use of
materials
and tools/
equipment
most of the
time
Appropriate
selection,
preparation,
and use of
materials
and tools/
equipment
sometimes
Never
selects,
prepares,
and uses
materials
and tools/
equipment
No attempt
to use tools/
equipment
Application
of procedure
Systematic
application of
procedure s
all the time
without
supervision
Systematic
application of
procedures
all the time
with
minimum
supervision
Systematic
application of
procedures
sometimes
with
constant
supervision
Never follows
systematic
application of
procedures
without
supervision
No attempt
to apply
procedures
to project
Safety /
Work habits
Highly self-
motivated
and observes
all safety
precaution s
at all times
Highly self-
motivated
and observes
most safety
precaution s
most of the
time
Highly self-
motivated
and observes
sometimes
some safety
precautions
Needs to be
motivated
and does not
observe all
safety
precaution s
No
motivation
and totally
disregards
precaution
Speed /
Time
Work
finished
ahead of time
Work
finished,
meets
deadline
Work
finished
close to
deadline
Work
finished way
beyond
deadline
No concept of
time
Schools: Padada NHS / Bangkal NHS / MatanaoNHS
Illustrator:
School:
Division:

When customers call in with questions, they’ll already have a number of
expectations for how their inquiry should be handled. One is that they’ll be treated
courteously, and the other is that they’ll be speaking with a knowledgeable customer service
representative who can answer their question or resolve their issue.
Illustrator:
School:
Division:

Answer Key
SELF-CHECK 2.2
1. TRUE
2. TRUE
3. TRUE
4. FALSE
5. FALSE
ACTIVITY 2.2
 Please refer to the scoring rubric
Illustrator:
School:
Division:

Region XI
Name: __________________________ Date: __________
Grade: _____________________ Section: ___________
Learning Area: Grade 9- Housekeeping
Title of the Activity 2.3 “IDENTIFYING PROBLEMS”
Learning Competency 2.3: Identify common problems related to Housekeeping
Services. (TLE_HEHK9- 12HS-Ia-e-2)
What I Need to Do
In this activity, you identify common problems related to Housekeeping
Services. To answer the self-check exercise, you can fill it in the provided spaces.
Gearing Up
Read and familiarize the common problems related to Housekeeping
Services.
The Problems with Hotel Housekeeping
Problems with hotel housekeeping range from guest dissatisfaction to injuries
on the job. A guest may complain about housekeepers over an untidy room and
broken or missing personal belongings. Housekeepers are required to clean many
hotel rooms per day and must often interact with guests, visitors and employees.
The long hours and strenuous work required by housekeepers are quite
demanding—making the job physically dangerous.
Language Barriers Language barriers are often a major problem
in hotel housekeeping. Because hotel
housekeeping jobs are physical labor
positions that can easily be filled by women,
many hotel housekeepers are Filipino
women who only speak Tagalog, according to
Hotel World Network.
Job Completition
Most housekeepers are required to

restock rooms with fresh soaps, linens
and towels on a daily basis. Discontent
can arise for guests if housekeepers
cannot keep up with room demands or
they forget to stock rooms with certain
items.
Physical Injuries Injuries on the job are another problem
with hotel housekeeping. Muscular and
tendon strain is common, as are
reparatory issues. Part of the reason
why it’s been a challenge for this issue
to come to light is because our
housekeepers don’t complain enough
about what they’re going through on the
job.
Getting Better
SELF-CHECK 2.3
Direction: Read the statement carefully and write the letter that best describes the
statement. Write your answer on the space provided before the number.
_______1. These are often a major problem in hotel housekeeping because this can
be a burden during interaction or communication.
a. Job description c. Communication skills
b. Language barrier d. Way of speaking
_______2. A short-term solution to language barriers between employees can be to
establish a ____________.
a. Color-coding system c. Job description
b. Code d. Identification card
_______3.Who is required to clean many hotel rooms per day and must often
interact with guests, visitors and employees?
a. Room supervisor c. Housekeeper
b. Room boy d. Maid
______4. He/she should institute open door policies to allow housekeepers to freely
admit physical difficulties and request assistance whenever necessary.
a. Supervisor c. Room attendant
b. Hotel manager d. Executive manager
______5. The following are the common problems in hotel housekeeping except
_______.
a. Language barrier c. Physical injuries
b. Job competition d. Sanitation

Gaining Mastery
Identify the common problems that correspond in the statement below.
_______________1. Hotel housekeeping jobs are physical labor positions that can
easily be filled by women; many hotel housekeepers are Filipino women who only
speak Tagalog.
_______________2. Most housekeepers are required to restock rooms with fresh
soaps, linens and towels on a daily basis. Discontent can arise for guests if
housekeepers cannot keep up with room demands or they forget to stock rooms
with certain items.
_______________3. Injuries on the job are another problem with hotel housekeeping.
Muscular and tendon strain is common, as are reparatory issues.
Problems with hotel housekeeping range from guest dissatisfaction to
injuries on the job. A guest may complain about housekeepers over an untidy room
and broken or missing personal belongings. Housekeepers are required to clean
many hotel rooms per day and must often interact with guests, visitors and
employees. The long hours and strenuous work required by housekeepers are quite
demanding—making the job physically dangerous.
Schools: Padada NHS / Bangkal NHS /Matanao NHS
Illustrator:
School:
Division:

Answer Key
SELF-CHECK 2.3
1. B
2. A
3. C
4. A
5. D
ACTIVITY 2.3
1. Language barriers
2. Job Completition
3. Physical Injuries
Schools: Padada NHS /Bangkal NHS / Matanao NHS
Illustrator:
School:
Division:

Region XI
Name: __________________________ Date: __________
Grade: _____________________ Section: ___________
Learning Area: Grade 9 - Housekeeping
Title of the Activity 2.4 “Handle It Properly”
Learning Competency 2.4: Observe proper handling of different problems in
Housekeeping Services. (TLE_HEHK9- 12HS-Ia-e-2)
What I Need to Do
In this activity, you are obliged to observe proper handling of different
problems in Housekeeping Services. To answer the exercises, you can fill it in the
provided spaces. You can also use scoring rubrics for the activity’s evaluation.
Gearing Up
Read and familiarize the information below.
Here are some tips that will teach you how to handle customer
complaints at your hotel effectively and ensure customer satisfaction.
Allow the Customer to Speak It is important that you give a patient
ear to the customer while he is
complaining and do not make an effort
to interrupt.
Your Guests are the Best
Advertisement of your Hotel
Hotels should never forget that the best
way to advertise their service is through
a satisfied customer.
Respect the Guests whatever they be Regardless of the customer’s race,
language, appearance or culture, he or
she should be treated with respect and
made to feel valued and special.
Handle the Complaints Smoothly When dealing with an irate customer face-
to-face or over the phone, it is important to
be professional and courteous.

Put yourself in your Customer’s
Position
If you look at the situation or problem
from the customer’s perspective, you will
be able to better understand their
frustration and/or anger.
Take Responsibility to resolve your
Customer’s Problem
As much as possible, you should try to
resolve the customer’s problem.
Remember, the customer has come to
you with the hope that you can help
them out.
Ask the Customer for an Appropriate
Solution
Many times asking the customer to
suggest an appropriate solution can go a
long way in diffusing the situation. Also,
if the solution is reasonable and you
have the authority, you can immediately
act upon it.
Follow Up the Problems with
Customers
Once a customer’s problem has been
resolved, it is important that you
follow up with him or her to find out
whether he is happy with the
solution.
Getting Better
SELF CHECK 2.4
Direction: Select a word inside the table. Fill in the missing word to complete the
sentence.
1. __________should never forget that the best way to advertise their service is
through a satisfied customer.
2. A follow up can build customer __________ and pave the way to repeat
business.
3. Give your ________ alternatives and suggestions if a particular service is not
available.
4. It is important that you first ___________ and then take action to resolve the
customer’s problem.
5. It is important that you give a ___________ to the customer while he is
complaining and do not make an effort to interrupt.
6. When you respect your customers, you will make a ________ to meet their
needs, leading them to be satisfied.
7. The _____ to running a successful hotel is customer service
8. Many times asking the customer to suggest an appropriate __________can go
a long way in diffusing the situation.
9. By being calm and confident, you will have a more _________effect.
10.As much as possible, you should try to resolve the customer’s ____________.

positive effort hotels key apologize
solution loyalty patient ear problem costumers
Gaining Mastery
ACTIVITY 2.4
“Handle It Properly”
Directions: Watch a video about different problems in housekeeping services and
observe on how the housekeepers handle the problems. You may write your
observations in a clean sheet of paper in a paragraph form. The scoring rubric
below will be basis of evaluating your output.
Rubrics for Scoring
Scoring Rubrics
CRITERIA PERCENTAGE
Content 10%
Organization 5%
Delivery 5 %
TOTAL 20%
Illustrator:
School:
Division

The key to running a successful hotel is customer service. A big part of
this is addressing customer complaints and ensuring that these complaints are
resolved to the customer’s satisfaction. Successful resolution will have a positive
effect on the customer, who will be more conducive to returning to the hotel in the
future, as the way the complaint was handled and resolved makes the customer
feel special and shows him that the hotel is genuinely interested in keeping its
customers happy and satisfied.
Illustrator:
School:
Division

Answer Key
SELF-CHECK 2.4
1. Hotels
2. Loyalty
3. Costumers
4. Apologize
5. Patient ear
6. Effort
7. Key
8. Solution
9. Positive
10.Problem
ACTIVITY 2.4
 Please refer to scoring rubrics
Writers: Giovanni M. Ortega / Rosalie Palamara /Jimagil O. Gomez
Illustrator:
School:
Division

Q1 Wk 3 Activity Sheets- Housekeeping.docx

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