This document provides information about housekeeping and front office forms used in the hotel industry. It begins by stating that works created by the Philippine government are not subject to copyright. It then notes that other borrowed materials in the document remain under copyright by their respective owners. The document proceeds to describe different types of domestic and institutional housekeeping. It also lists and explains various forms used in hotel front offices for activities like reservations, check-ins, guest charges, and check-outs. Scoring rubrics are provided for evaluating student activities. Overall, the document aims to educate students about housekeeping and front office procedures in the hotel sector through various forms and their intended uses.
The marketing communications brief is a tool to clearly develop an effective plan and understanding between the client requesting a project and the marketing teams delivering the project. The brief captures key details such as the client and project name, marketing objective, target audience, desired response, competitive environment, mandatory requirements, evaluation plan, production deadlines, media options, budget, and obtains approval from both the client and marketing teams before work can commence.
The document provides an outline for building a buyer book to help real estate agents educate home buyers. It recommends including 4 sections that cover: 1) introducing yourself and qualifications, 2) outlining goals and the buying process, 3) including worksheets and resources for buyers, and 4) a glossary and conclusion. Each section contains specific items like a table of contents, contact information, descriptions of services, budgets, checklists, and glossaries to provide buyers with essential information and guide them through the home buying process.
The document provides information about a learning module for senior high school students on accounting, business, and management. It includes details about the module such as the writers, validators, and management team. It also outlines the key things students should know after completing the module, which is identifying the elements of the statement of financial position and preparing an SFP using the proper report form. The module then provides activities for students to practice these skills independently.
Multifamily Demo Day - Effective Vendor Demos & Asking the Right Questions.pdfMultifamily Insiders
It is impossible for a property management professionals to be both an expert in their own field as well as an expert in all the respective supplier niches, as well. This means any time we are evaluating new suppliers, we are at a disadvantage. The supplier will almost always have more information about about their strengths and weaknesses, as well as how they stack up against the competition.
The document provides information about programs and resources for individuals with low vision, including contact information for various agencies that provide services and support. It also lists phone numbers and websites for organizations that offer devices and technologies to help people with visual impairments independently access information and communication services. The document gives an overview of equipment options that are available through the Commonwealth of Pennsylvania's Telecommunication Device Distribution Program (TDDP) application process.
This document provides background information on industry and environmental analysis for identifying business opportunities. It discusses industry analysis as a tool used by businesses to understand competitive dynamics. A SWOT analysis is introduced as a framework to assess internal and external factors that may impact a business's performance. Key areas of industry analysis are also outlined, including competitors, customers, suppliers, and substitutes. Environmental analysis examines external influences on a business such as economic, political, cultural, and competitive factors.
The marketing communications brief is a tool to clearly develop an effective plan and understanding between the client requesting a project and the marketing teams delivering the project. The brief captures key details such as the client and project name, marketing objective, target audience, desired response, competitive environment, mandatory requirements, evaluation plan, production deadlines, media options, budget, and obtains approval from both the client and marketing teams before work can commence.
The document provides an outline for building a buyer book to help real estate agents educate home buyers. It recommends including 4 sections that cover: 1) introducing yourself and qualifications, 2) outlining goals and the buying process, 3) including worksheets and resources for buyers, and 4) a glossary and conclusion. Each section contains specific items like a table of contents, contact information, descriptions of services, budgets, checklists, and glossaries to provide buyers with essential information and guide them through the home buying process.
The document provides information about a learning module for senior high school students on accounting, business, and management. It includes details about the module such as the writers, validators, and management team. It also outlines the key things students should know after completing the module, which is identifying the elements of the statement of financial position and preparing an SFP using the proper report form. The module then provides activities for students to practice these skills independently.
Multifamily Demo Day - Effective Vendor Demos & Asking the Right Questions.pdfMultifamily Insiders
It is impossible for a property management professionals to be both an expert in their own field as well as an expert in all the respective supplier niches, as well. This means any time we are evaluating new suppliers, we are at a disadvantage. The supplier will almost always have more information about about their strengths and weaknesses, as well as how they stack up against the competition.
The document provides information about programs and resources for individuals with low vision, including contact information for various agencies that provide services and support. It also lists phone numbers and websites for organizations that offer devices and technologies to help people with visual impairments independently access information and communication services. The document gives an overview of equipment options that are available through the Commonwealth of Pennsylvania's Telecommunication Device Distribution Program (TDDP) application process.
This document provides background information on industry and environmental analysis for identifying business opportunities. It discusses industry analysis as a tool used by businesses to understand competitive dynamics. A SWOT analysis is introduced as a framework to assess internal and external factors that may impact a business's performance. Key areas of industry analysis are also outlined, including competitors, customers, suppliers, and substitutes. Environmental analysis examines external influences on a business such as economic, political, cultural, and competitive factors.
NCV 4 Personal Assistance Hands-On Support - Module 4Future Managers
This slide show accompanies the textbook NCV 4 Personal Assistance Hands-On Training - Module 4 published by Future Managers Pty Ltd. It is intended to be used for support material for lecturers teaching this subject. This module deals with liaising with a range of customers in a business.
This document outlines a lesson plan for teaching housekeeping services. It includes 4 learning competencies: (1) describing housekeeping and front office forms, (2) proper handling of customer inquiries, (3) identifying common housekeeping problems, and (4) observing proper problem handling. For each competency, the document defines objectives, content, procedures, evaluation, assignment, and reflection. The overall goal is for learners to understand and demonstrate effective housekeeping services.
ENTREP12_Q2_M6_4M_S OF PRODUCTION AND BUSINESS MODEL.pdfVisitorNomad
This document provides an overview of the 4 M's of production (Manpower, Method, Machine, Materials) and how they relate to developing a business model and business opportunity. It defines each of the 4 M's and explains their importance in the production process and business operations. The document also discusses other related concepts like product description, prototyping, benefits, suppliers, supply chain, value chain, and how effective management of these can improve business efficiency and competitiveness.
ENTREP12_Q2_M6_4M_S OF PRODUCTION AND BUSINESS MODEL.pdf302042
This document provides an overview of the 4 M's of production (Manpower, Method, Machine, Materials) and how they relate to developing a business model and business opportunity. It defines each of the 4 M's and explains how an entrepreneur must consider them in the production process. The document also discusses other related concepts like the production system, product description, prototyping, benefits, pretesting, suppliers, value chain, and supply chain management. The goal is to help the learner understand the importance of production processes and factors to consider when starting a business.
This 3-sentence summary provides the high-level information from the document:
The document is a template for a business plan that includes sections for an executive summary, financial needs, business description, industry analysis, and marketing plan. It provides guidance on what to include in each section and prompts for key details about the business, its goals, customers, market, and competition. The template aims to help business owners develop a comprehensive yet concise business plan.
1 BUS B899F Assignment 1 Date due 28 November 2019.docxjeremylockett77
1
BUS B899F Assignment 1
Date due: 28 November 2019 (Thursday) 5 December 2019
Weighting: 5% of the total marks for this course
Length: You are advised to write no more than 3,000 words for this assignment.
Important note:
a. As a mechanism to maintain academic integrity, students are required to
submit both hard and soft copies of their assignments as below:
i. Submission of soft copy
Students should upload the Originality Report, which is downloaded after
processing by the Turnitin, to the OLE of the course by 6:00 pm on the
submission due date. The Originality Report uploaded to the OLE should
be in pdf format, contains the content of the student’s assignment, the
results of an originality check with highlight of matching text. The user
guide of Turnitin is available on the OLE for reference.
Students should upload a soft copy of the assignment to the OLE of the
course by 5:00 pm on the submission due date. Files uploaded to the OLE
should be prepared in Microsoft Word. Please refer to the quick start
guide for submission of assignments to Turnitin.
ii. Submission of hard copy
Students should put a hard copy of the Turnitin Originality Report, in the
collection box on 8/F in Block A or 7/F in Block B by 6:00 pm on the
assignment due date.
iii. 10% of the marks awarded to the assignment will be deducted for each
day it is overdue until both hard and soft copies are submitted the soft
copy is submitted.
Students are allowed to upload their work in Turnitin once per
assignment. Please don’t upload the work to Turnitin in the last minutes
as it takes time to generate the Originality Report. Students must ensure
that the content of both the hard and soft copy are identical. In case of
discrepancies between the two copies, only the hard copies of your
assignment with the Turnitin Originality Report will be graded and
returned.
b. Please include a word count at the end of your assignment. Please note that
the tutor is given the discretion to deduct marks for exceeding the word limit
2
or to disregard the content after the word limit is reached.
3
Tasks: (100 marks)
Before you write this assignment, please consider some issues relating to
business ideas, including formulating a business idea; exploring and clarifying
the possible problems associated with the idea; and evaluating the idea.
This assignment should include business proposal sections 2-4 (see the appendix
for details):
1. Introduction, including the reader to your business idea and preview of
content of the proposal; (20 marks)
2. Company overview, including company profile/proposed organization, and
the mission, vision and goals of the business; (30 marks)
3. Proposed business, including purposes and values of the business, proposed
product/service, target customer, core competences for achieving the
business goals etc. (50 marks)
Points of Ad ...
Business and Admin Level 2 Unit 2 assessment answersDeepaliSoni12
This document provides instructions and questions for an assessment on principles of providing administrative services. It outlines 9 sections covering topics like using the telephone, handling mail, using office equipment, and minimizing waste. For each learning objective, it lists a corresponding question in the assessment to provide evidence. The assessment is 13 pages long and asks the candidate to describe features of telephone systems, follow procedures for calls, explain mail handling processes, identify office equipment and their uses, and ways to minimize waste in a business environment.
The document provides guidance on conducting a SWOT analysis for a potential small business idea in technical drafting. It defines SWOT analysis and explains how to conduct one, identifying strengths, weaknesses, opportunities, and threats. An example is given of a woman conducting a SWOT analysis for her proposed technical drafting services business. Her analysis identifies strengths she can leverage, weaknesses to address, opportunities to pursue, and threats to mitigate. The document emphasizes using honest self-assessment and considering the external business environment and market factors.
William Harris is seeking a position that allows him to utilize his customer service and claims experience to assist customers. He has over 5 years of experience handling 60 or more customer interactions per day as a Coverage Investigation Specialist and Claims Service Specialist for Allstate Insurance. His qualifications include critical thinking, time management, attention to detail, problem analysis, and implementing creative solutions. He has licenses for property, auto, commercial, and liability claims in multiple states and certifications in fiber optics and hazmat safety.
Exercise #2 – Tools of MeasurementThere are three sections to th.docxSANSKAR20
The NRC issued a letter to Southern California Edison regarding work environment issues at the San Onofre Nuclear Generating Station that have created a chilling effect. The NRC concluded some employees feel unable to freely raise safety concerns and that management has not effectively encouraged the use of all avenues without fear of retaliation. The NRC requested SCE provide plans and actions to address these issues within specific timeframes, including evaluating the work environment, improving communication of policies, and verifying understanding across the workforce.
Martyn Harker is seeking new career opportunities. He has over 5 years of experience in customer service roles, most recently as a Customer Relationship Manager at Barclaycard resolving complaints. Prior to that he held various customer service roles at Barclaycard, Home-fix 24/7, Scarlet Communication, and Consumer Credit Services assisting customers via phone. He has strong communication, problem solving, and teamwork skills and maintains high performance on key metrics.
This document contains a pre-test for front office services. It lists the stages of the hotel guest service cycle as pre-arrival, arrival, occupancy, and departure. It then provides 8 statements and asks the test taker to match each statement to the correct stage of the guest cycle by writing the letter for that stage. The statements include examples like reservation, transportation services arranged, payment received, and luggage taken to guest room. It provides the front office tools, equipment, and paraphernalia worksheet and quiz for week 1 of front office training.
Workbook A was used in experiment presented in paper Impact of the conceptual model's representation format on identifying and understanding user stories - see https://www.sciencedirect.com/science/article/abs/pii/S095058491930165X.
ESSAY INSTRUCTION
Essays: typed, 4-5 pages long. Correct grammar and formal organization are required. See essay example for organization. See essay example for organization. Each essay must have at least two scholarly sources from college data bases or library books. MLA style with a Works Cited page.
Library Resources: find a list of databases: Academic Search Complete, JSTOR, or Project Muse - http://collin.libguides.com/britlit2
Do not use the Internet for your sources.
Primary sources:the text; that is to say, the story/stories/poem/poems you are analyzing. A citation for each of these must go on the Works Cited page.
Secondary sources:these are scholarly articles written about the texts. A citation for each of these must go on the Works Cited page
Knight Cite: this site helps you prepare your Works Cited page. Just fill in the blanks and this machine orders correctly the bibliographic information and provides the appropriate punctuation.
Grammar errors: Review these before writing responses and essays
Sample essay with sources
Sample response paper
YOU MUST INCLUDE YOUR OWN QUTATION AND QUTATION FROM THE BOOK.
Conclusion : Literature your own EPIC world, your own thinking.
Essay # 1. In Sir Gawain and the Green Knight, and in the story of Sir Thomas Malory's Morte Darthur: "The Conspiracy against Lancelot and Guinevere," "War Breaks Out between Arthur and Lancelot," and "The Death of Arthur," the knights are faced with grave moral dilemmas. Explain the moral choices they must make and whether their choices are for the best. Right or wrong, the knights have something to teach their society.
Marketing Plan - Wyndham Worldwide 3
Outline of the Marketing Plan:
Wyndham Worldwide
Name
School
Course
Instructor
Date
APA Format: 3433 words
Executive Summary Comment by Author: Each section is described generally rather in context of the case.
Wyndham Hotels is focusing their attention on building brand awareness, improving the quality of their products, and increasing their overall market share. This plan focuses mostly on their main market segment in consumer sales. However, there is some focus on the secondary market in commercial sales. The plan aims to improve every aspect of the guests’ experience and work to build overall brand awareness in the community. The marketing goals will be to increase the sales by 15 % over the next year in areas where the sales are down from last year and increase the regionally acceptable services by 10 % over the next year. This will make the quality of the services increased and the regional acceptability increased as well. The second goal is to communicate the brand’s value and this can be done by increasing the company’s market share by 10% this year and by 25% over the next two years and by increasing brand recognition. Through training and proper monitoring, the company can improve their services. And through the right marketing mix, they can improve their brand awareness. KPI’s w ...
This document is a staff professional development application form for Green Bay High School. It contains sections for applicants to provide their name, department, details of the proposed professional development including cost and dates, and a rationale section to explain how it meets the school and individual's development needs. The final section is for the school's senior management team decision on whether the application is approved or declined.
The document describes the operations of a temporary clerical staffing agency. It provides 14 forms used to collect information on workers, clients, job requests, evaluations, and payroll/billing. The agency has 1000 workers and 250 clients. It aims to develop a database to more efficiently manage operations like tracking payroll, billing, personnel records, and job assignments. The database will use the information from the forms.
Mapping Experiences for Product InnovationBrian Sullivan
Product innovation requires a thorough understanding of how an experience works (or does not work) for a customer. It is important to understand the person and their journey. In this presentation, I share with you my thoughts on personas and jounrey maps.
Malaysia Training - Social Media Strategy & Implementation WorkshopAsia Bigwave Sdn Bhd
This two-day workshop provides hands-on training to help participants implement effective social media strategies for their organizations. The workshop will teach participants how to use social media like Facebook, Twitter and LinkedIn to engage customers, build their brand, and create new leads. It covers topics such as developing a social media policy, online reputation monitoring, and measuring the ROI of social media activities. The trainer is an experienced social media consultant who has helped various clients in areas like telecommunications and retail.
Unit 1 Understanding the Tourism and Hospitality Industry with Work.docxTakishaPeck109
Unit 1: Understanding the Tourism and Hospitality Industry with Work Placement
Introduction
To be assessed on this unit you need to undertake and
SUBMIT
a 2,000 word assignment, clearly following relevant
instructions
on content, word count and referencing procedures.
The assignment is designed to cover the learning outcomes of the unit and help you obtain a clear understanding of the subject area via the research, reading and relevant work experience (if
APPLICABLE
) undertaken during your studies.
You may already be working in the industry and studying OTHM on a part-time basis or perhaps an individual who wishes to
ENTER
the industry or
upgrade
skills through study and work placement.
Some Issues to Consider
Historically, Great Britain played a major role in developing the tourism infrastructure used today, starting with the first tour operator and leading to the development of railway networks and travel by ocean liner – enabling visitors to travel both nationally and internationally.
Modern tourism is a major source of
FOREX
to many developing economies and is often the main industry in an economy. An increase in disposable
income
and the growth of mass air, coach and rail travel has also had a major impact (sometimes negative as well as positive) on a region or economy.
Tourism and hospitality is the world’s largest
EMPLOYER
and an understanding of the industry will enable you to progress further with the other specialist areas of the
diploma
.
Researching the Tourism and Hospitality
The assignment has been designed to encourage you to research the industry, considering the main factors driving the development and demand within the industry. Your assignment should also allow you to gain a clear understanding of the supply chain within the tourism and hospitality industry.
You are required to choose a number of case examples that include
TRAVEL AGENTS
/ tour operators,
carriers
, accommodation and relevant ancillary services. Examples may include major industry players of SMEs that you are familiar with.
2 18 /02/2014
Part I: Assignment Brief
100% of Unit Grade (2,000 words) – Learning Outcomes 1, 2, 3 and 4
Brief:
Your assignment structure and case examples will be
CONFIRMED
by your course tutor via a series of five meetings. Your tutor will be expected to
complete
the ‘tracking sheet’ which also needs to be signed by you – prior to the submission of your assignment.
In order to attempt the assignment you should be studying the topics linked to the learning outcomes and assessment criteria of unit 1: ‘Understanding the Tourism and Hospitality Industry’ as well as undertaking primary research – within and also out of the workplace.
.............................................
SUBMISSION
FORM
(AMG00)
Student to
Complete
For Office Use Only
Marking of Part I: Word count: 2,000 (excluding any appendices, e.g. statistics, models) Maximum word count for appendices: 1,000 Ple.
This document provides information on standard operating procedures for cleaning various areas in an institutional setting. It lists the cleaning detergents used for different surfaces and includes procedures for cleaning overhead lighting, venetian blinds, and offices. The procedures describe the necessary tools and materials, safety precautions, and step-by-step methods for cleaning each area thoroughly and effectively. Maintaining clean spaces following standard procedures is important for institutional hygiene.
This document outlines a lesson plan for teaching learners about preparing hotel rooms. The lesson plan contains three learning competencies: [1] identifying different types and sizes of linens, pillows, and bed sheets; [2] following proper procedures for room checks, turn downs, and making beds; and [3] replacing bed linens according to establishment standards. For each competency, the plan provides learning objectives, content, procedures, activities, evaluation, and reflection. The goal is for learners to understand and demonstrate the skills needed for correctly preparing hotel rooms.
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NCV 4 Personal Assistance Hands-On Support - Module 4Future Managers
This slide show accompanies the textbook NCV 4 Personal Assistance Hands-On Training - Module 4 published by Future Managers Pty Ltd. It is intended to be used for support material for lecturers teaching this subject. This module deals with liaising with a range of customers in a business.
This document outlines a lesson plan for teaching housekeeping services. It includes 4 learning competencies: (1) describing housekeeping and front office forms, (2) proper handling of customer inquiries, (3) identifying common housekeeping problems, and (4) observing proper problem handling. For each competency, the document defines objectives, content, procedures, evaluation, assignment, and reflection. The overall goal is for learners to understand and demonstrate effective housekeeping services.
ENTREP12_Q2_M6_4M_S OF PRODUCTION AND BUSINESS MODEL.pdfVisitorNomad
This document provides an overview of the 4 M's of production (Manpower, Method, Machine, Materials) and how they relate to developing a business model and business opportunity. It defines each of the 4 M's and explains their importance in the production process and business operations. The document also discusses other related concepts like product description, prototyping, benefits, suppliers, supply chain, value chain, and how effective management of these can improve business efficiency and competitiveness.
ENTREP12_Q2_M6_4M_S OF PRODUCTION AND BUSINESS MODEL.pdf302042
This document provides an overview of the 4 M's of production (Manpower, Method, Machine, Materials) and how they relate to developing a business model and business opportunity. It defines each of the 4 M's and explains how an entrepreneur must consider them in the production process. The document also discusses other related concepts like the production system, product description, prototyping, benefits, pretesting, suppliers, value chain, and supply chain management. The goal is to help the learner understand the importance of production processes and factors to consider when starting a business.
This 3-sentence summary provides the high-level information from the document:
The document is a template for a business plan that includes sections for an executive summary, financial needs, business description, industry analysis, and marketing plan. It provides guidance on what to include in each section and prompts for key details about the business, its goals, customers, market, and competition. The template aims to help business owners develop a comprehensive yet concise business plan.
1 BUS B899F Assignment 1 Date due 28 November 2019.docxjeremylockett77
1
BUS B899F Assignment 1
Date due: 28 November 2019 (Thursday) 5 December 2019
Weighting: 5% of the total marks for this course
Length: You are advised to write no more than 3,000 words for this assignment.
Important note:
a. As a mechanism to maintain academic integrity, students are required to
submit both hard and soft copies of their assignments as below:
i. Submission of soft copy
Students should upload the Originality Report, which is downloaded after
processing by the Turnitin, to the OLE of the course by 6:00 pm on the
submission due date. The Originality Report uploaded to the OLE should
be in pdf format, contains the content of the student’s assignment, the
results of an originality check with highlight of matching text. The user
guide of Turnitin is available on the OLE for reference.
Students should upload a soft copy of the assignment to the OLE of the
course by 5:00 pm on the submission due date. Files uploaded to the OLE
should be prepared in Microsoft Word. Please refer to the quick start
guide for submission of assignments to Turnitin.
ii. Submission of hard copy
Students should put a hard copy of the Turnitin Originality Report, in the
collection box on 8/F in Block A or 7/F in Block B by 6:00 pm on the
assignment due date.
iii. 10% of the marks awarded to the assignment will be deducted for each
day it is overdue until both hard and soft copies are submitted the soft
copy is submitted.
Students are allowed to upload their work in Turnitin once per
assignment. Please don’t upload the work to Turnitin in the last minutes
as it takes time to generate the Originality Report. Students must ensure
that the content of both the hard and soft copy are identical. In case of
discrepancies between the two copies, only the hard copies of your
assignment with the Turnitin Originality Report will be graded and
returned.
b. Please include a word count at the end of your assignment. Please note that
the tutor is given the discretion to deduct marks for exceeding the word limit
2
or to disregard the content after the word limit is reached.
3
Tasks: (100 marks)
Before you write this assignment, please consider some issues relating to
business ideas, including formulating a business idea; exploring and clarifying
the possible problems associated with the idea; and evaluating the idea.
This assignment should include business proposal sections 2-4 (see the appendix
for details):
1. Introduction, including the reader to your business idea and preview of
content of the proposal; (20 marks)
2. Company overview, including company profile/proposed organization, and
the mission, vision and goals of the business; (30 marks)
3. Proposed business, including purposes and values of the business, proposed
product/service, target customer, core competences for achieving the
business goals etc. (50 marks)
Points of Ad ...
Business and Admin Level 2 Unit 2 assessment answersDeepaliSoni12
This document provides instructions and questions for an assessment on principles of providing administrative services. It outlines 9 sections covering topics like using the telephone, handling mail, using office equipment, and minimizing waste. For each learning objective, it lists a corresponding question in the assessment to provide evidence. The assessment is 13 pages long and asks the candidate to describe features of telephone systems, follow procedures for calls, explain mail handling processes, identify office equipment and their uses, and ways to minimize waste in a business environment.
The document provides guidance on conducting a SWOT analysis for a potential small business idea in technical drafting. It defines SWOT analysis and explains how to conduct one, identifying strengths, weaknesses, opportunities, and threats. An example is given of a woman conducting a SWOT analysis for her proposed technical drafting services business. Her analysis identifies strengths she can leverage, weaknesses to address, opportunities to pursue, and threats to mitigate. The document emphasizes using honest self-assessment and considering the external business environment and market factors.
William Harris is seeking a position that allows him to utilize his customer service and claims experience to assist customers. He has over 5 years of experience handling 60 or more customer interactions per day as a Coverage Investigation Specialist and Claims Service Specialist for Allstate Insurance. His qualifications include critical thinking, time management, attention to detail, problem analysis, and implementing creative solutions. He has licenses for property, auto, commercial, and liability claims in multiple states and certifications in fiber optics and hazmat safety.
Exercise #2 – Tools of MeasurementThere are three sections to th.docxSANSKAR20
The NRC issued a letter to Southern California Edison regarding work environment issues at the San Onofre Nuclear Generating Station that have created a chilling effect. The NRC concluded some employees feel unable to freely raise safety concerns and that management has not effectively encouraged the use of all avenues without fear of retaliation. The NRC requested SCE provide plans and actions to address these issues within specific timeframes, including evaluating the work environment, improving communication of policies, and verifying understanding across the workforce.
Martyn Harker is seeking new career opportunities. He has over 5 years of experience in customer service roles, most recently as a Customer Relationship Manager at Barclaycard resolving complaints. Prior to that he held various customer service roles at Barclaycard, Home-fix 24/7, Scarlet Communication, and Consumer Credit Services assisting customers via phone. He has strong communication, problem solving, and teamwork skills and maintains high performance on key metrics.
This document contains a pre-test for front office services. It lists the stages of the hotel guest service cycle as pre-arrival, arrival, occupancy, and departure. It then provides 8 statements and asks the test taker to match each statement to the correct stage of the guest cycle by writing the letter for that stage. The statements include examples like reservation, transportation services arranged, payment received, and luggage taken to guest room. It provides the front office tools, equipment, and paraphernalia worksheet and quiz for week 1 of front office training.
Workbook A was used in experiment presented in paper Impact of the conceptual model's representation format on identifying and understanding user stories - see https://www.sciencedirect.com/science/article/abs/pii/S095058491930165X.
ESSAY INSTRUCTION
Essays: typed, 4-5 pages long. Correct grammar and formal organization are required. See essay example for organization. See essay example for organization. Each essay must have at least two scholarly sources from college data bases or library books. MLA style with a Works Cited page.
Library Resources: find a list of databases: Academic Search Complete, JSTOR, or Project Muse - http://collin.libguides.com/britlit2
Do not use the Internet for your sources.
Primary sources:the text; that is to say, the story/stories/poem/poems you are analyzing. A citation for each of these must go on the Works Cited page.
Secondary sources:these are scholarly articles written about the texts. A citation for each of these must go on the Works Cited page
Knight Cite: this site helps you prepare your Works Cited page. Just fill in the blanks and this machine orders correctly the bibliographic information and provides the appropriate punctuation.
Grammar errors: Review these before writing responses and essays
Sample essay with sources
Sample response paper
YOU MUST INCLUDE YOUR OWN QUTATION AND QUTATION FROM THE BOOK.
Conclusion : Literature your own EPIC world, your own thinking.
Essay # 1. In Sir Gawain and the Green Knight, and in the story of Sir Thomas Malory's Morte Darthur: "The Conspiracy against Lancelot and Guinevere," "War Breaks Out between Arthur and Lancelot," and "The Death of Arthur," the knights are faced with grave moral dilemmas. Explain the moral choices they must make and whether their choices are for the best. Right or wrong, the knights have something to teach their society.
Marketing Plan - Wyndham Worldwide 3
Outline of the Marketing Plan:
Wyndham Worldwide
Name
School
Course
Instructor
Date
APA Format: 3433 words
Executive Summary Comment by Author: Each section is described generally rather in context of the case.
Wyndham Hotels is focusing their attention on building brand awareness, improving the quality of their products, and increasing their overall market share. This plan focuses mostly on their main market segment in consumer sales. However, there is some focus on the secondary market in commercial sales. The plan aims to improve every aspect of the guests’ experience and work to build overall brand awareness in the community. The marketing goals will be to increase the sales by 15 % over the next year in areas where the sales are down from last year and increase the regionally acceptable services by 10 % over the next year. This will make the quality of the services increased and the regional acceptability increased as well. The second goal is to communicate the brand’s value and this can be done by increasing the company’s market share by 10% this year and by 25% over the next two years and by increasing brand recognition. Through training and proper monitoring, the company can improve their services. And through the right marketing mix, they can improve their brand awareness. KPI’s w ...
This document is a staff professional development application form for Green Bay High School. It contains sections for applicants to provide their name, department, details of the proposed professional development including cost and dates, and a rationale section to explain how it meets the school and individual's development needs. The final section is for the school's senior management team decision on whether the application is approved or declined.
The document describes the operations of a temporary clerical staffing agency. It provides 14 forms used to collect information on workers, clients, job requests, evaluations, and payroll/billing. The agency has 1000 workers and 250 clients. It aims to develop a database to more efficiently manage operations like tracking payroll, billing, personnel records, and job assignments. The database will use the information from the forms.
Mapping Experiences for Product InnovationBrian Sullivan
Product innovation requires a thorough understanding of how an experience works (or does not work) for a customer. It is important to understand the person and their journey. In this presentation, I share with you my thoughts on personas and jounrey maps.
Malaysia Training - Social Media Strategy & Implementation WorkshopAsia Bigwave Sdn Bhd
This two-day workshop provides hands-on training to help participants implement effective social media strategies for their organizations. The workshop will teach participants how to use social media like Facebook, Twitter and LinkedIn to engage customers, build their brand, and create new leads. It covers topics such as developing a social media policy, online reputation monitoring, and measuring the ROI of social media activities. The trainer is an experienced social media consultant who has helped various clients in areas like telecommunications and retail.
Unit 1 Understanding the Tourism and Hospitality Industry with Work.docxTakishaPeck109
Unit 1: Understanding the Tourism and Hospitality Industry with Work Placement
Introduction
To be assessed on this unit you need to undertake and
SUBMIT
a 2,000 word assignment, clearly following relevant
instructions
on content, word count and referencing procedures.
The assignment is designed to cover the learning outcomes of the unit and help you obtain a clear understanding of the subject area via the research, reading and relevant work experience (if
APPLICABLE
) undertaken during your studies.
You may already be working in the industry and studying OTHM on a part-time basis or perhaps an individual who wishes to
ENTER
the industry or
upgrade
skills through study and work placement.
Some Issues to Consider
Historically, Great Britain played a major role in developing the tourism infrastructure used today, starting with the first tour operator and leading to the development of railway networks and travel by ocean liner – enabling visitors to travel both nationally and internationally.
Modern tourism is a major source of
FOREX
to many developing economies and is often the main industry in an economy. An increase in disposable
income
and the growth of mass air, coach and rail travel has also had a major impact (sometimes negative as well as positive) on a region or economy.
Tourism and hospitality is the world’s largest
EMPLOYER
and an understanding of the industry will enable you to progress further with the other specialist areas of the
diploma
.
Researching the Tourism and Hospitality
The assignment has been designed to encourage you to research the industry, considering the main factors driving the development and demand within the industry. Your assignment should also allow you to gain a clear understanding of the supply chain within the tourism and hospitality industry.
You are required to choose a number of case examples that include
TRAVEL AGENTS
/ tour operators,
carriers
, accommodation and relevant ancillary services. Examples may include major industry players of SMEs that you are familiar with.
2 18 /02/2014
Part I: Assignment Brief
100% of Unit Grade (2,000 words) – Learning Outcomes 1, 2, 3 and 4
Brief:
Your assignment structure and case examples will be
CONFIRMED
by your course tutor via a series of five meetings. Your tutor will be expected to
complete
the ‘tracking sheet’ which also needs to be signed by you – prior to the submission of your assignment.
In order to attempt the assignment you should be studying the topics linked to the learning outcomes and assessment criteria of unit 1: ‘Understanding the Tourism and Hospitality Industry’ as well as undertaking primary research – within and also out of the workplace.
.............................................
SUBMISSION
FORM
(AMG00)
Student to
Complete
For Office Use Only
Marking of Part I: Word count: 2,000 (excluding any appendices, e.g. statistics, models) Maximum word count for appendices: 1,000 Ple.
This document provides information on standard operating procedures for cleaning various areas in an institutional setting. It lists the cleaning detergents used for different surfaces and includes procedures for cleaning overhead lighting, venetian blinds, and offices. The procedures describe the necessary tools and materials, safety precautions, and step-by-step methods for cleaning each area thoroughly and effectively. Maintaining clean spaces following standard procedures is important for institutional hygiene.
This document outlines a lesson plan for teaching learners about preparing hotel rooms. The lesson plan contains three learning competencies: [1] identifying different types and sizes of linens, pillows, and bed sheets; [2] following proper procedures for room checks, turn downs, and making beds; and [3] replacing bed linens according to establishment standards. For each competency, the plan provides learning objectives, content, procedures, activities, evaluation, and reflection. The goal is for learners to understand and demonstrate the skills needed for correctly preparing hotel rooms.
This document provides guidance on properly setting up a housekeeping trolley or cart according to institutional standards. It explains that housekeepers should organize trolleys with different cleaning materials and supplies separated into compartments. For example, bed sheets should be in one shelf, towels in another, and bathroom items in a separate drawer. The document emphasizes that a housekeeping trolley should be stocked with all the supplies needed to complete cleaning room assignments for a shift. Proper organization of cleaning tools and materials on trolleys is important for housekeepers to efficiently complete their cleaning duties.
This document outlines a lesson plan for identifying tools, procedures, and pests related to cleaning hotel rooms. The lesson plan has three main learning competencies: 1) Identifying tools and equipment for cleaning rooms, 2) Following standard operating procedures, and 3) Identifying common pests and their control measures. For each competency, the plan describes the learning objectives, content, activities, evaluation, and reflection. The goal is for students to understand and demonstrate the proper tools, procedures and pest controls needed for cleaning hotel rooms.
This document outlines a lesson plan on housekeeping terminology and guest safety. The lesson has three main objectives: 1) To identify important housekeeping terminology like room status and guest types; 2) To observe safety and security measures in hotels; and 3) To understand the importance of these terms and measures. The plan includes preliminary activities to review prior knowledge, developmental activities like identifying terms in an activity sheet and observing safety measures in a video, and an evaluation through a self-check.
This document provides information about room status terminology and classifications used in the hotel industry. It defines various acronyms and terms related to a guest room's status during a stay, such as occupied, vacant, cleaned, dirty, and more. It also identifies different types of hotel guests that may visit, such as tourists, families, business travelers, and delegates. Safety and security procedures for hotels are also outlined, including ensuring guest, employee, and asset protection through measures like surveillance cameras, controlled access, and emergency protocols.
The document outlines a lesson plan about proper handling of guests' requests in housekeeping following safety and security standards. It includes learning objectives, content, procedures, activities, evaluation, and reflection. Specifically, it discusses handling guests' requests, safety measures, and demonstrates proper handling techniques while following safety and security standards. The goal is for learners to understand and apply proper handling of requests in housekeeping.
The document provides information about codes, rules, and regulations used by hotels. It discusses topics like check-in and check-out times, payment policies, liability for damages, pet policies, and more. Hotel codes aim to clearly outline policies to ensure a pleasant stay for guests and manage risk for the hotel. Following codes, rules, and regulations is important for both guests and hotel staff to know what is expected of one another.
This document outlines a lesson plan for teaching housekeeping skills. It includes 4 learning competencies: 1) discussing hotel codes, rules, and regulations; 2) explaining the interpersonal and intrapersonal skills of a good housekeeper; 3) listing and describing the basic functions of housekeeping personnel; and 4) discussing the nature and scope of guestroom cleaning, care, and maintenance. For each competency, the document provides learning objectives, content, procedures, evaluation, assignment, and reflection. The overall goal is for learners to understand how to provide effective housekeeping services to hotel guests.
বাংলাদেশের অর্থনৈতিক সমীক্ষা ২০২৪ [Bangladesh Economic Review 2024 Bangla.pdf] কম্পিউটার , ট্যাব ও স্মার্ট ফোন ভার্সন সহ সম্পূর্ণ বাংলা ই-বুক বা pdf বই " সুচিপত্র ...বুকমার্ক মেনু 🔖 ও হাইপার লিংক মেনু 📝👆 যুক্ত ..
আমাদের সবার জন্য খুব খুব গুরুত্বপূর্ণ একটি বই ..বিসিএস, ব্যাংক, ইউনিভার্সিটি ভর্তি ও যে কোন প্রতিযোগিতা মূলক পরীক্ষার জন্য এর খুব ইম্পরট্যান্ট একটি বিষয় ...তাছাড়া বাংলাদেশের সাম্প্রতিক যে কোন ডাটা বা তথ্য এই বইতে পাবেন ...
তাই একজন নাগরিক হিসাবে এই তথ্য গুলো আপনার জানা প্রয়োজন ...।
বিসিএস ও ব্যাংক এর লিখিত পরীক্ষা ...+এছাড়া মাধ্যমিক ও উচ্চমাধ্যমিকের স্টুডেন্টদের জন্য অনেক কাজে আসবে ...
This slide is special for master students (MIBS & MIFB) in UUM. Also useful for readers who are interested in the topic of contemporary Islamic banking.
LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UPRAHUL
This Dissertation explores the particular circumstances of Mirzapur, a region located in the
core of India. Mirzapur, with its varied terrains and abundant biodiversity, offers an optimal
environment for investigating the changes in vegetation cover dynamics. Our study utilizes
advanced technologies such as GIS (Geographic Information Systems) and Remote sensing to
analyze the transformations that have taken place over the course of a decade.
The complex relationship between human activities and the environment has been the focus
of extensive research and worry. As the global community grapples with swift urbanization,
population expansion, and economic progress, the effects on natural ecosystems are becoming
more evident. A crucial element of this impact is the alteration of vegetation cover, which plays a
significant role in maintaining the ecological equilibrium of our planet.Land serves as the foundation for all human activities and provides the necessary materials for
these activities. As the most crucial natural resource, its utilization by humans results in different
'Land uses,' which are determined by both human activities and the physical characteristics of the
land.
The utilization of land is impacted by human needs and environmental factors. In countries
like India, rapid population growth and the emphasis on extensive resource exploitation can lead
to significant land degradation, adversely affecting the region's land cover.
Therefore, human intervention has significantly influenced land use patterns over many
centuries, evolving its structure over time and space. In the present era, these changes have
accelerated due to factors such as agriculture and urbanization. Information regarding land use and
cover is essential for various planning and management tasks related to the Earth's surface,
providing crucial environmental data for scientific, resource management, policy purposes, and
diverse human activities.
Accurate understanding of land use and cover is imperative for the development planning
of any area. Consequently, a wide range of professionals, including earth system scientists, land
and water managers, and urban planners, are interested in obtaining data on land use and cover
changes, conversion trends, and other related patterns. The spatial dimensions of land use and
cover support policymakers and scientists in making well-informed decisions, as alterations in
these patterns indicate shifts in economic and social conditions. Monitoring such changes with the
help of Advanced technologies like Remote Sensing and Geographic Information Systems is
crucial for coordinated efforts across different administrative levels. Advanced technologies like
Remote Sensing and Geographic Information Systems
9
Changes in vegetation cover refer to variations in the distribution, composition, and overall
structure of plant communities across different temporal and spatial scales. These changes can
occur natural.
A workshop hosted by the South African Journal of Science aimed at postgraduate students and early career researchers with little or no experience in writing and publishing journal articles.
How to Manage Your Lost Opportunities in Odoo 17 CRMCeline George
Odoo 17 CRM allows us to track why we lose sales opportunities with "Lost Reasons." This helps analyze our sales process and identify areas for improvement. Here's how to configure lost reasons in Odoo 17 CRM
Main Java[All of the Base Concepts}.docxadhitya5119
This is part 1 of my Java Learning Journey. This Contains Custom methods, classes, constructors, packages, multithreading , try- catch block, finally block and more.
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
Strategies for Effective Upskilling is a presentation by Chinwendu Peace in a Your Skill Boost Masterclass organisation by the Excellence Foundation for South Sudan on 08th and 09th June 2024 from 1 PM to 3 PM on each day.
How to Fix the Import Error in the Odoo 17Celine George
An import error occurs when a program fails to import a module or library, disrupting its execution. In languages like Python, this issue arises when the specified module cannot be found or accessed, hindering the program's functionality. Resolving import errors is crucial for maintaining smooth software operation and uninterrupted development processes.
2. Technology and Livelihood Education– Grade 9
Quarter 1 – Week 3 Activity Sheets
First Edition, 2020
Republic Act 8293, section 176 states that: No copyright shall subsist in any work
of the Government of the Philippines. However, prior approval of the government agency or
office wherein the work is created shall be necessary for exploitation of such work for profit.
Such agency or office may, among other things, impose as a condition the payment of
royalties.
Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names,
trademarks, etc.) included in this module are owned by their respective copyright holders.
Every effort has been exerted to locate and seek permission to use these materials from
their respective copyright owners. The publisher and authors do not represent nor claim
ownership over them.
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)
4. 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
5. 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
6. 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:
__________________________________
__________________________________
__________________________________
__________________________________
__________________________________
7. 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:
8. 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
Division: Davao del Sur
Illustrator:
School:
Division:
9. 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
Writers: Giovanni M. Ortega / Rosalie Palamara / Jimagil O. Gomez
Schools: Padada NHS / Bangkal NHS / Matanao NHS
Division: Davao del Sur
Illustrator:
School:
Division:
10. Republic of the Philippines
Department of Education
Region XI
Division of Davao del Sur
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?
11. 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.
12. 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
Writers: Giovanni M. Ortega / Rosalie Palamara / Jimagil O. Gomez
Schools: Padada NHS / Bangkal NHS / MatanaoNHS
Division: Davao del Sur
Illustrator:
School:
Division:
13. What I Need to Remember
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.
Writers: Giovanni M. Ortega / Rosalie Palamara / Jimagil O. Gomez
Schools: Padada NHS / Bangkal NHS / Matanao NHS
Division: Davao del Sur
Illustrator:
School:
Division:
14. 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
Writers: Giovanni M. Ortega / Rosalie Palamara / Jimagil O. Gomez
Schools: Padada NHS / Bangkal NHS / Matanao NHS
Division: Davao del Sur
Illustrator:
School:
Division:
15. 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 2.3 “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
16. 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
17. 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.
What I Need to Remember
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.
Writers: Giovanni M. Ortega / Rosalie Palamara / Jimagil O. Gomez
Schools: Padada NHS / Bangkal NHS /Matanao NHS
Division: Davao del Sur
Illustrator:
School:
Division:
18. 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
Writers: Giovanni M. Ortega / Rosalie Palamara / Jimagil O. Gomez
Schools: Padada NHS /Bangkal NHS / Matanao NHS
Division: Davao del Sur
Illustrator:
School:
Division:
19. 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 2.4 “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.
20. 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 ____________.
21. 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%
Writers: Giovanni M. Ortega / Rosalie Palamara / Jimagil O. Gomez
Schools: Padada NHS / Bangkal NHS / Matanao NHS
Division: Davao del Sur
Illustrator:
School:
Division
22. What I Need to Remember
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.
Writers: Giovanni M. Ortega / Rosalie Palamara / Jimagil O. Gomez
Schools: Padada NHS / Bangkal NHS / Matanao NHS
Division: Davao del Sur
Illustrator:
School:
Division
23. 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
Schools: Padada NHS / Bangkal NHS / Matanao NHS
Division: Davao del Sur
Illustrator:
School:
Division