2. Learning Objectives:
At the end of the lesson, the learners should be able to…
• Discuss the hotel codes, rules, and regulations
implementation.
• Implement the hotel codes, rules, and regulations
in a case to case basis.
• Appreciate the proper implementation of hotel
code, rules, and regulations.
3. What comes to your mind when you
hear the word Housekeeping?
Based on the words that you have written, what
definition of housekeeping can you create?
4. Housekeeping pertains
to the provision of clean, safe,
and comfortable environment.
Cleanliness of any lodging
establishment is of prime
importance. According to the
Confederation of Tourism and
Hospitality, the housekeeping of
a hotel is the guests’ first and
last impression about the hotel.
5. Statement Analysis:
Review of Dureen Kim Hotel, 3 weeks ago:
“We had a corner room with a pool view. Everything is at
its best including the staff that were always very helpful.
Walking distance to the shopping center, restaurants, and
entertainment. Certainly our first choice of hotel in Manila
and will be back here again.”
- Stayed July 2023, traveled with family
What have you noticed in the online hotel
review above written by a guest?
6. Hotel rules/House rules are
management policy or agreements
between the guest and the hotel.
Usually, these policies are mentioned
on the guest registration card which is
signed by the guest at the time of
check-in.
A copy of rules and regulation is
also kept in all guest rooms for guest to
read and understand the management
policies. This can also include the local
government policies which have to be
followed by the guest.
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41. Tips to Address Guest's Requests
Here are some tips on how to address guests' requests:
1. Inform the guest about the development of his or her requests after
reporting problems on service failure or malfunctioned equipment.
2. Be smart enough to know about your organization's service product lines
and organizational procedures.
3. Be truthful and fair.
4. Render assistance willingly and make extra efforts to address requests.
5. Show the desire to solve the problem. If the request is concerning another
department, volunteer to refer the matter to the concerned as prompt as
possible.
42. Tips when Dealing with Guests
A housekeeping attendant also deals with the guest
even when there is no request or complaint. That is
why, he or she must know what to do when interacting
with guests anywhere and anytime.
1. Smile. It is a privilege to work as a housekeeping
attendant and smiling is contagious. A smile may also
build rapport to guests. Hence, it can also make them
comfortable.
43. Tips when Dealing with Guests
2. Talk to guests and other people with respect and
courtesy. Always be courteous when dealing with
guests. Being friendly while assisting guests may help
a housekeeping attendant be an asset to the hotel.
Greet them at all times and express that you are glad
to serve them. You may use the following examples:
"Good morning."
"I will be happy to do that for you.“
"It is my pleasure to serve you."
44. Tips when Dealing with Guests
3. Anticipate guests needs. Promptly respond to
guests varied needs. Be observant and helpful to the
guests, if possible, even before they ask for help
4. Know your organization's policy by heart and
take pride that you are part of it. This will help a
housekeeping attendant do his or her duties
effectively. Knowing and applying the dos and don'ts of
the hotel organization may ensure smooth flow of
housekeeping
45. Tips when Dealing with Guests
5. Be honest. Return any left items found to the
proper authority, even if no one sees you.
6. Be committed to quality. A housekeeping
attendant must make sure not only to adhere to the
hotel's policy, but also to give the best quality of
service.
46. References:
Online Resources:
• https://www.scribd.com/document/460481906/hotel-codes-rules-and-regs
• https://work.chron.com/hotel-housekeeping-rules-22847.html
• https://www.scribd.com/embeds/491103704/content?start_page=1&view_
mode=scroll&access_key=key-fFexxf7r1bzEfWu3HKwf
• https://www.slideshare.net/Jhulayy21/hotel-codes-rules-and-regulations
Book References:
• Urbiztondo, L. A. (2019). Housekeeping. (L. D. Basbas, Ed.) (Second). Rex
Book Store, Inc.
• Vivas, J. F. (2016). TLE-TVL Series: Housekeeping. Phoenix Publishing
House
• Caronan, MG. D., Poculan, S. C. (2017). Housekeeping Fundamentals for
Senior High School. (First). Mindshapers Co., Inc.
