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.
This document discusses housekeeping in hotels and lodging establishments. It begins by defining housekeeping and its importance. It then describes the 5S methodology for housekeeping, which involves sorting, setting in order, cleaning, standardizing, and sustaining processes. The document outlines different types of housekeeping, including domestic and institutional. It lists the 5 main areas of housekeeping maintenance as public areas, guest rooms, linen and laundry services, fixture cleaning and maintenance, and pest control. Finally, it provides definitions for many housekeeping and hotel industry terms.
The document discusses housekeeping in hotels and lodging establishments. It covers the 5S approach to housekeeping which involves sorting, setting in order, shining, standardizing, and sustaining. It also discusses the types of housekeeping including domestic and institutional. The 5 areas of housekeeping maintenance are public areas, room maintenance, linen and laundry services, installation/cleaning of fixtures, and pest control. Key terms related to housekeeping and hotel operations are defined. Commonly neglected cleaning areas in hotel rooms and cleaning equipment/supplies are also outlined.
The document outlines the units and topics covered in a front office operations course, including guest services, uniformed services, telephone etiquette, front office organization, and front office operations. It provides details on procedures for tasks like mail handling, message handling, room changes, wake up calls, and the roles of staff like bell boys, bell captains, concierges, and valet parking attendants. Key information is also given on local areas of interest for guests in Chennai, India.
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.
Our Vision !!
Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd.
Today's Effort For A Better Tomorrow
The document discusses the role and responsibilities of the housekeeping department in a hotel. It describes how housekeeping cleans guest rooms, public areas, and handles laundry. Housekeeping works closely with other departments like front office to ensure accurate room status updates. Clean rooms are essential for maintaining hotel quality and reputation. Effective communication between departments is important for guest satisfaction.
The document discusses different types of hotels and hotel room codes. It describes various ways hotels can be classified such as by size, target markets, levels of service, and ownership. Common hotel types include business hotels, airport hotels, suite hotels, resort hotels, and more. It also outlines different room status codes hotels use to indicate a room's availability, such as occupied, vacant and clean, do not disturb, and out of order. The document provides a comprehensive overview of hotel classification systems and room coding protocols.
The document provides information about housekeeping in hotels. It discusses the responsibilities of the housekeeping department to keep the hotel clean and maintain aesthetics. It also emphasizes the importance of cleanliness, comfort, and safety for guests. Various sections describe the layout of housekeeping departments, necessary qualities of housekeeping staff like grooming, hygiene, and skills. It outlines different types of maintenance and room statuses. The document concludes with first aid measures that housekeeping staff should be aware of to respond to common medical issues in hotels.
This document discusses housekeeping in hotels and lodging establishments. It begins by defining housekeeping and its importance. It then describes the 5S methodology for housekeeping, which involves sorting, setting in order, cleaning, standardizing, and sustaining processes. The document outlines different types of housekeeping, including domestic and institutional. It lists the 5 main areas of housekeeping maintenance as public areas, guest rooms, linen and laundry services, fixture cleaning and maintenance, and pest control. Finally, it provides definitions for many housekeeping and hotel industry terms.
The document discusses housekeeping in hotels and lodging establishments. It covers the 5S approach to housekeeping which involves sorting, setting in order, shining, standardizing, and sustaining. It also discusses the types of housekeeping including domestic and institutional. The 5 areas of housekeeping maintenance are public areas, room maintenance, linen and laundry services, installation/cleaning of fixtures, and pest control. Key terms related to housekeeping and hotel operations are defined. Commonly neglected cleaning areas in hotel rooms and cleaning equipment/supplies are also outlined.
The document outlines the units and topics covered in a front office operations course, including guest services, uniformed services, telephone etiquette, front office organization, and front office operations. It provides details on procedures for tasks like mail handling, message handling, room changes, wake up calls, and the roles of staff like bell boys, bell captains, concierges, and valet parking attendants. Key information is also given on local areas of interest for guests in Chennai, India.
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.
Our Vision !!
Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd.
Today's Effort For A Better Tomorrow
The document discusses the role and responsibilities of the housekeeping department in a hotel. It describes how housekeeping cleans guest rooms, public areas, and handles laundry. Housekeeping works closely with other departments like front office to ensure accurate room status updates. Clean rooms are essential for maintaining hotel quality and reputation. Effective communication between departments is important for guest satisfaction.
The document discusses different types of hotels and hotel room codes. It describes various ways hotels can be classified such as by size, target markets, levels of service, and ownership. Common hotel types include business hotels, airport hotels, suite hotels, resort hotels, and more. It also outlines different room status codes hotels use to indicate a room's availability, such as occupied, vacant and clean, do not disturb, and out of order. The document provides a comprehensive overview of hotel classification systems and room coding protocols.
The document provides information about housekeeping in hotels. It discusses the responsibilities of the housekeeping department to keep the hotel clean and maintain aesthetics. It also emphasizes the importance of cleanliness, comfort, and safety for guests. Various sections describe the layout of housekeeping departments, necessary qualities of housekeeping staff like grooming, hygiene, and skills. It outlines different types of maintenance and room statuses. The document concludes with first aid measures that housekeeping staff should be aware of to respond to common medical issues in hotels.
The document discusses different types of hotel guest rooms and their classifications. It describes single, twin, double, triple, and quad rooms based on the number of beds and occupants. Other room types mentioned include queen, king, suites, connecting rooms, cabanas, and executive rooms. The document also outlines various guest room statuses like vacant, occupied, do not disturb, and late checkout. It provides rules for housekeeping staff on guest floors and matters that should be reported like unoccupied rooms or damaged property.
This document discusses the role of the guest relations executive (GRE) and procedures for handling guest complaints. It describes the GRE's job responsibilities, which include greeting guests, attending to their needs, and coordinating with other hotel departments. The document also defines different levels of VIP guests and procedures for checking VIPs in. Finally, it provides guidelines for handling guest complaints, which include listening to the issue, apologizing, taking action, and following up.
Unit 1 the role of housekeeping in hospitality operationsNicole Hay-Walters
The document discusses the role of housekeeping in hospitality operations. It provides details on typical cleaning responsibilities of the housekeeping department, which include guest rooms, corridors, public areas, pools, offices, storage areas, linen rooms, and back-of-house areas. The document also outlines various tools used by housekeeping for planning, such as occupancy reports from the front office, and explains the executive housekeeper's role in organizing the department and basic management functions. Communication between housekeeping and other hotel departments like front office, engineering, and sales is also covered.
This document outlines an agenda for a front desk operations training that will take place on May 31st from 10am to 3pm. The training will cover topics like introduction to front desk careers, hotel organization, providing property and tourist information, and a case study. The objectives are for participants to gain hospitality knowledge of front office departments and handle duties professionally to ensure guest satisfaction. The agenda includes modules on introduction, front desk first impressions, and the guest cycle. It also outlines standards, getting to know the hotel, and principles of good service.
This document provides information about interpersonal skills important for housekeeping employees to develop strong communication abilities. It lists 10 key interpersonal skills: 1) verbal communication, 2) non-verbal communication, 3) listening, 4) questioning, 5) manners, 6) problem solving, 7) social awareness, 8) self-management, 9) responsibility and accountability, and 10) assertiveness. For each skill, a brief definition or example is given to explain its importance for communication and customer service in housekeeping roles. The document concludes by assigning self-check questions for students to define 4 of the 10 interpersonal skills covered.
This document provides information about training lessons for guest room attendants. It covers topics like the responsibilities of guest room attendants, proper grooming and hygiene, and how to prepare a housekeeping cart. The key responsibilities of guest room attendants are cleaning and maintaining guest rooms to provide a clean and comfortable experience for hotel guests. Proper grooming and hygiene are also important to make a good impression. Guest room attendants are trained on how to read a room assignment sheet and properly stock their housekeeping cart with necessary cleaning supplies and linens before beginning their room cleaning duties.
The document summarizes an English language lesson about hotel services and receptionists. The lesson's goals are to expand students' vocabulary on the topic, and connect the topic to their future careers. Methods used include pair work, teamwork, brainstorming, project presentations, and roleplaying situations. Students practice their speaking, reading, listening and reflection skills. They learn vocabulary about hotel room types and ratings, and services like laundry, dry cleaning and room service. Through exercises, students improve their understanding and practical use of the new language.
Front Office topic on Departure-Procedures.pptxRhocelTolenada2
The document provides information on departure procedures for hotel checkouts. It discusses preparing a departure list, checking guests out according to standard procedures like verifying charges and collecting payment, and updating various records like moving balances to accounts receivable and preparing departure notifications and updated guest history records. It also covers options for express or self-checkout and procedures for group departures.
This document summarizes the key departments in a hotel's organizational structure. It divides departments into revenue centers, which directly generate income, and cost centers, which support revenue-generating functions. Revenue centers include front office, food and beverage, and sales and marketing. The document also distinguishes between "front of house" departments like front desk and food service that interact with guests, and "back of house" ones like housekeeping and engineering with limited guest contact. It provides examples of department heads and briefly outlines some core responsibilities of rooms division, food and beverage, and other operational areas.
This document summarizes the key departments in a hotel's organizational structure. It divides departments into revenue centers, which directly generate income, and cost centers, which support revenue-generating functions. Revenue centers include front office, food and beverage, and sales and marketing. The document also distinguishes between "front of house" departments like front desk and food service that interact with guests, and "back of house" ones like housekeeping and engineering with limited guest contact. It provides examples of department heads and briefly outlines some core responsibilities of rooms division, food and beverage, and other operational areas.
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.
1. The document provides guidance on preparing the reception area for guest arrivals. This includes preparing the reception equipment, reviewing expected daily guest movement like arrivals and departures, allocating rooms according to special requests, and distributing arrival lists to other departments.
2. It outlines the check-in process which begins with welcoming guests and confirming reservations. For guests without reservations, staff should determine room availability. The registration process is then completed, keys and vouchers issued, and internal accounting protocols followed.
3. Reception is the central point of contact and operates 24/7. Preparation and organization are key to ensuring a smooth guest experience from arrival through check-in.
The document discusses check-in, check-out, and change request procedures at Hotel Escargo. It found that average check-in times were 4 minutes and 51 seconds, check-out times were 3 minutes and 17 seconds, but change request times were much longer at 10 minutes and 29 seconds. The hotel aims to improve its systems to provide more efficient and convenient experiences for customers while making best use of hotel resources.
The document summarizes the administrative structure of a hotel. It is divided into two large groups: front of the house and back of the house.
The front of the house includes departments like front office, reservations, telephone, lost and found, housekeeping, and others that directly interact with guests. The back of the house includes departments like sales, food & beverage, engineering, accounting, personnel, and public relations that support operations but have limited guest contact.
Each department is then described in 1-2 sentences about its functions and sections. For example, housekeeping manages guest rooms, linen, decorations, and public areas. The food & beverage department includes beverage service, catering, and food
The document discusses the areas of the hotel rooms division. It describes the classifications of hotels by location, function, quality, service, parking facilities, and size. It then lists some known hotels in Manila, newest hotels in the Philippines, and known resorts. It also describes some unusual hotels around the world and world record setting hotels. Finally, it outlines the key areas of the rooms division including front office, reservations, housekeeping, night audit, and loss prevention. It emphasizes the important interrelationship and coordination between the front office and housekeeping departments.
Technology and Livelihood Education (TLE) provides students with technical-vocational skills training to prepare them for employment. The document defines key terms related to housekeeping services in hotels such as amenities, defects, do not disturb signs, house rules, laundry, policies, procedures, and trolleys. It also outlines common hotel codes, rules and regulations regarding rates, billing, luggage storage, guest belongings, pets, damage to property, and photography. Additionally, it describes important interpersonal skills for housekeeping such as emotional intelligence, communication, reliability, leadership, positivity, negotiation, openness to feedback, empathy, teamwork and intrapersonal skills.
This document provides information about bell service tasks in a hotel. It outlines the learning objectives which include gaining knowledge about bell service responsibilities and terms. The duties of a bellman are described, such as opening doors, moving baggage, calling cabs, and responding to guest needs. When guests check in, bellmen carry their baggage to their room and show them how to operate room appliances. Sample dialogues are provided to demonstrate interactions between bellmen and guests during check-in, bell service calls, and check-out. Reading exercises define key terms and phrases used in bell service. Service procedures are outlined for receiving guests and bringing them to their room.
The document contains standard operating procedures for front desk staff at a hotel. It describes procedures for reporting to work including arriving early, changing into uniform, and attending briefings. It also outlines how to greet guests including welcoming them with a smile, offering assistance, and informing them about hotel amenities. Procedures are provided for guest check-in, room key programming, escorting guests to their room, and wishing them a pleasant stay.
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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The document discusses different types of hotel guest rooms and their classifications. It describes single, twin, double, triple, and quad rooms based on the number of beds and occupants. Other room types mentioned include queen, king, suites, connecting rooms, cabanas, and executive rooms. The document also outlines various guest room statuses like vacant, occupied, do not disturb, and late checkout. It provides rules for housekeeping staff on guest floors and matters that should be reported like unoccupied rooms or damaged property.
This document discusses the role of the guest relations executive (GRE) and procedures for handling guest complaints. It describes the GRE's job responsibilities, which include greeting guests, attending to their needs, and coordinating with other hotel departments. The document also defines different levels of VIP guests and procedures for checking VIPs in. Finally, it provides guidelines for handling guest complaints, which include listening to the issue, apologizing, taking action, and following up.
Unit 1 the role of housekeeping in hospitality operationsNicole Hay-Walters
The document discusses the role of housekeeping in hospitality operations. It provides details on typical cleaning responsibilities of the housekeeping department, which include guest rooms, corridors, public areas, pools, offices, storage areas, linen rooms, and back-of-house areas. The document also outlines various tools used by housekeeping for planning, such as occupancy reports from the front office, and explains the executive housekeeper's role in organizing the department and basic management functions. Communication between housekeeping and other hotel departments like front office, engineering, and sales is also covered.
This document outlines an agenda for a front desk operations training that will take place on May 31st from 10am to 3pm. The training will cover topics like introduction to front desk careers, hotel organization, providing property and tourist information, and a case study. The objectives are for participants to gain hospitality knowledge of front office departments and handle duties professionally to ensure guest satisfaction. The agenda includes modules on introduction, front desk first impressions, and the guest cycle. It also outlines standards, getting to know the hotel, and principles of good service.
This document provides information about interpersonal skills important for housekeeping employees to develop strong communication abilities. It lists 10 key interpersonal skills: 1) verbal communication, 2) non-verbal communication, 3) listening, 4) questioning, 5) manners, 6) problem solving, 7) social awareness, 8) self-management, 9) responsibility and accountability, and 10) assertiveness. For each skill, a brief definition or example is given to explain its importance for communication and customer service in housekeeping roles. The document concludes by assigning self-check questions for students to define 4 of the 10 interpersonal skills covered.
This document provides information about training lessons for guest room attendants. It covers topics like the responsibilities of guest room attendants, proper grooming and hygiene, and how to prepare a housekeeping cart. The key responsibilities of guest room attendants are cleaning and maintaining guest rooms to provide a clean and comfortable experience for hotel guests. Proper grooming and hygiene are also important to make a good impression. Guest room attendants are trained on how to read a room assignment sheet and properly stock their housekeeping cart with necessary cleaning supplies and linens before beginning their room cleaning duties.
The document summarizes an English language lesson about hotel services and receptionists. The lesson's goals are to expand students' vocabulary on the topic, and connect the topic to their future careers. Methods used include pair work, teamwork, brainstorming, project presentations, and roleplaying situations. Students practice their speaking, reading, listening and reflection skills. They learn vocabulary about hotel room types and ratings, and services like laundry, dry cleaning and room service. Through exercises, students improve their understanding and practical use of the new language.
Front Office topic on Departure-Procedures.pptxRhocelTolenada2
The document provides information on departure procedures for hotel checkouts. It discusses preparing a departure list, checking guests out according to standard procedures like verifying charges and collecting payment, and updating various records like moving balances to accounts receivable and preparing departure notifications and updated guest history records. It also covers options for express or self-checkout and procedures for group departures.
This document summarizes the key departments in a hotel's organizational structure. It divides departments into revenue centers, which directly generate income, and cost centers, which support revenue-generating functions. Revenue centers include front office, food and beverage, and sales and marketing. The document also distinguishes between "front of house" departments like front desk and food service that interact with guests, and "back of house" ones like housekeeping and engineering with limited guest contact. It provides examples of department heads and briefly outlines some core responsibilities of rooms division, food and beverage, and other operational areas.
This document summarizes the key departments in a hotel's organizational structure. It divides departments into revenue centers, which directly generate income, and cost centers, which support revenue-generating functions. Revenue centers include front office, food and beverage, and sales and marketing. The document also distinguishes between "front of house" departments like front desk and food service that interact with guests, and "back of house" ones like housekeeping and engineering with limited guest contact. It provides examples of department heads and briefly outlines some core responsibilities of rooms division, food and beverage, and other operational areas.
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.
1. The document provides guidance on preparing the reception area for guest arrivals. This includes preparing the reception equipment, reviewing expected daily guest movement like arrivals and departures, allocating rooms according to special requests, and distributing arrival lists to other departments.
2. It outlines the check-in process which begins with welcoming guests and confirming reservations. For guests without reservations, staff should determine room availability. The registration process is then completed, keys and vouchers issued, and internal accounting protocols followed.
3. Reception is the central point of contact and operates 24/7. Preparation and organization are key to ensuring a smooth guest experience from arrival through check-in.
The document discusses check-in, check-out, and change request procedures at Hotel Escargo. It found that average check-in times were 4 minutes and 51 seconds, check-out times were 3 minutes and 17 seconds, but change request times were much longer at 10 minutes and 29 seconds. The hotel aims to improve its systems to provide more efficient and convenient experiences for customers while making best use of hotel resources.
The document summarizes the administrative structure of a hotel. It is divided into two large groups: front of the house and back of the house.
The front of the house includes departments like front office, reservations, telephone, lost and found, housekeeping, and others that directly interact with guests. The back of the house includes departments like sales, food & beverage, engineering, accounting, personnel, and public relations that support operations but have limited guest contact.
Each department is then described in 1-2 sentences about its functions and sections. For example, housekeeping manages guest rooms, linen, decorations, and public areas. The food & beverage department includes beverage service, catering, and food
The document discusses the areas of the hotel rooms division. It describes the classifications of hotels by location, function, quality, service, parking facilities, and size. It then lists some known hotels in Manila, newest hotels in the Philippines, and known resorts. It also describes some unusual hotels around the world and world record setting hotels. Finally, it outlines the key areas of the rooms division including front office, reservations, housekeeping, night audit, and loss prevention. It emphasizes the important interrelationship and coordination between the front office and housekeeping departments.
Technology and Livelihood Education (TLE) provides students with technical-vocational skills training to prepare them for employment. The document defines key terms related to housekeeping services in hotels such as amenities, defects, do not disturb signs, house rules, laundry, policies, procedures, and trolleys. It also outlines common hotel codes, rules and regulations regarding rates, billing, luggage storage, guest belongings, pets, damage to property, and photography. Additionally, it describes important interpersonal skills for housekeeping such as emotional intelligence, communication, reliability, leadership, positivity, negotiation, openness to feedback, empathy, teamwork and intrapersonal skills.
This document provides information about bell service tasks in a hotel. It outlines the learning objectives which include gaining knowledge about bell service responsibilities and terms. The duties of a bellman are described, such as opening doors, moving baggage, calling cabs, and responding to guest needs. When guests check in, bellmen carry their baggage to their room and show them how to operate room appliances. Sample dialogues are provided to demonstrate interactions between bellmen and guests during check-in, bell service calls, and check-out. Reading exercises define key terms and phrases used in bell service. Service procedures are outlined for receiving guests and bringing them to their room.
The document contains standard operating procedures for front desk staff at a hotel. It describes procedures for reporting to work including arriving early, changing into uniform, and attending briefings. It also outlines how to greet guests including welcoming them with a smile, offering assistance, and informing them about hotel amenities. Procedures are provided for guest check-in, room key programming, escorting guests to their room, and wishing them a pleasant stay.
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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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2. Technology and Livelihood Education– Grade 9
Quarter 1 – Week 5 Activity Sheets
First Edition, 2020
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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
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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
Activity 2.1 “PLEASE! Identify my TERMINOLOGIES”
Learning Competency 2.1: Identify important terminologies used in housekeeping
such as room status, door signs, guest's type, and guest room classifications.
(TLE_HEHK9- 12RG-If-h-4)
What I Need to Do
In this activity, you identify important terminologies used in housekeeping
such as room status, door signs, guest’s type, and guest room classifications. To
answer the self-check exercise, you can fill it in the spaces provided.
Gearing Up
Read and familiarize the information below.
Room Status Terminology / Definitions for hotel
OCC - Occupied: A guest is currently occupied in the room
Stay over: The guest is not expected to check out today and will remain at least
one more night.
On-Change: The guest has departed, but the room has not yet been cleaned and
ready for sale.
DND - Do Not Disturb: The guest has requested not to be disturbed
Cleaning in progress: Room attendant is currently cleaning this room.
Sleep-out: A guest is registered to the room, but the bed has not been used.
On-Queue: Guest has arrived at the hotel, but the room assigned is not yet ready.
In such cases, the room is put on Queue status in-order for the housekeeping staff
to prioritise such rooms first.
Skipper: The guest has left the hotel without making arrangements to settle his or
her account.
Vacant and ready: The room has been cleaned and inspected and is ready for an
arriving guest.
Out of Order (OOO): Rooms kept under out of order are not sellable and these
rooms are deducted from the hotel's inventory. A room may be out-of-order for a
5. variety of reasons, including the need for maintenance, refurbishing and extensive
cleaning etc.
Out of Service (OOS ): Rooms kept under out of service are not deducted from the
hotel inventory. This is a temporary blocking and reasons may be bulb fuse, TV
remote not working, Kettle not working etc. These rooms are not assigned to the
guest once these small maintenance issues are fixed
LO - Lockout: The room has been locked so that the guest cannot re-enter until he
or she is cleared by a hotel official.
DNCO - Did not check out: The guest made arrangements to settle his or
her bills ( and thus not a skipper), but has left without informing the front desk.
DO - Due Out: The room is expected to become vacant after the following guest
checks out.
CO - Check-Out: The guest has settled his or her account, returned the room
keys and left the hotel.
LC - Late Check-out: The guest has requested and is being allowed to check out
later than the normal/standard departure time of the hotel.
EC - Early Check-in: Guest has requested for an Early Check-in and is being
allowed to check-in earlier than the normal/standard check-in time of the hotel.
VC - Vacant and Clean - Room is Vacant and Cleaned by the housekeeper.
VD - Vacant and Dirty - Room is Vacant and Dirty.
VR - Vacant and Ready - Room is Vacant and Ready for Check-in
OR - Occupied and Ready
OC - Occupied and Clean - Room is Occupied and Cleaned by the Housekeeping.
OD - Occupied and Dirty - Room is Occupied and yet to be cleaned by the
housekeeping.
V/C or O/V - Status Unclear - (Either the room is Vacant and Clean or Occupied
or Vacant) need to be verified by the Housekeeping staff.
VCI - Vacant, Cleaned and Inspected - Room is Vacant, Cleaned and Inspected by
the Housekeeping Supervisor.
H/L - Heavy Luggage - Guest has Heavy or more luggage than usual.
L/L - Light Luggage - Guest has light or very less luggage.
N/L - No Luggage - Guest has no luggage also known as Scanty Baggage.
DL - Double Lock - Guest has put a double lock in the room.
CL - Chain Lock - Guest has placed a Chain Lock in the room.
HU - House Use - Room is used by the hotel staff or someone staying from the
management team.
NCI - Newly Checked In - Room was checked in within the last one to two hours.
NS - No Show - A guest who made a room reservation but did not register or
Check-in.
SO - Sleep Out
SR - Service Refused - Guest refused to clean the room.
V - Vacant
MUR - Make-Up Room
Room Type
Single: A room assigned to one person.
Double: A room assigned to two people.
Triple: A room assigned to three people.
Quad: A room assigned to four people.
Queen: A room with a queen-sized bed.
King: A room with a king-sized bed.
Twin: A room with two beds.
6. The different types of guests that may visit a hotel are:
a) Tourists. They travel for sightseeing, recreation, visiting and non-business
activities. ...
b) Families. They usually travel on weekends and they want a short break
from their everyday routine.
c) The elderly
d) Business travelers
e) Delegates
Getting Better
SELF CHECK 2.1
ACRONYMS
Direction: Give the meaning of the following:
1. DND = ____________________
2. DNCO=_______________________
3. CO= ______________________
4. DO=___________________________
5. OOO =____________________________
6. OOS = ___________________________
7. VC = _________________________
8. VD = __________________________
9. H/L = __________________________
10. L/L = ___________________________
Gaining Mastery
ACTIVITY 2.1 “PLEASE! Identify my TERMINOLOGIES”
Direction: Read the statement below and identify the correct answer. Write your
answer on the space provided.
_____________1. Room was checked in within the last one to two hours.
_____________2. Guest has placed a Chain Lock in the room.
_____________3. Guest has Heavy or more luggage than usual.
____________4. Guest has Heavy or more luggage than usual.
____________5. A guest who made a room reservation but did not register or Check-
in.
____________ 6. Guest refused to clean the room.
____________ 7. The room is expected to become vacant after the following guest
checks out.
7. ____________ 8. Guest has arrived at the hotel, but the room assigned is not yet
ready. In such cases, the room is put on Queue status in-order for the
housekeeping staff to prioritize such rooms first.
____________ 9. The guest has left the hotel without making arrangements to settle
his or her account.
_____________10. A guest is registered to the room, but the bed has not been used.
What I Need to Remember
During the guest stay, the housekeeping status of the guest room changes
several times. The various terms defined are typical of the room status terminology
of the lodging industry. Not every room status will occur for each and every guest
during their stay at the hotel.
Changes in this status should be promptly communicated to the front office in
order to maximize room sales and revenue. Maintaining timely housekeeping status
requires close coordination and cooperation between the front desk and
the housekeeping department for the Non- Automated / Semi-Automated hotels.
Writers: Giovanni M. Ortega / Rosalie Palamara / Jimagil O. Gomez
Schools: Padada NHS / Bangkal NHS / Matanao NHS
Division: Davao del Sur
Illustrator:
School:
Division:
8. Answer Key
SELF-CHECK 2.1
1. Do not disturb
2. Did not check out
3. Check out
4. Due out
5. Out of Order
6. Out of Service
7. Vacant and Clean
8. Vacant and Dirty
9. Heavy Luggage
10.Light Luggage
ACTIVITY 2.1
1. New Checked in or NCI
2. Chain Lock or CL
3. Heavy Luggage or H/L
4. No Luggage or NL
5. No Show or NS
6. Service Refused or SR
7. Due Out or DO
8. On- Queue
9. Skipper
10.Sleep-Out
Writers: Giovanni M. Ortega / Rosalie Palamara / Jimagil O. Gomez
School: Padada NHS/ Bangkal NHS / Matanao NHS
Division: Davao del Sur
Illustrator:
School:
Division:
9. Republic of the Philippines
Department of Education
Region XI
Division of Davao del Sur
Name: __________________________ Date: __________
Grade: _____________________ Section: ___________
Learning Area: Grade 9 - Housekeeping
Activity 2.2 “OBSERVE SAFETY FIRST!”
Learning Competency 2.2: Observe guests’ safety and security in hotel
establishment. (TLE_HEHK9- 12RG-If-h-4)
What I Need to Do
In this activity, you observe guests’ safety and security in hotel
establishment. To answer the review and self-check exercise, you can fill it in the
spaces provided. You can also use scoring rubrics for the evaluation of your
activity.
Gearing Up
Read and understand the information below.
Safety and Security of Guests, Employees and Assets
The guest, who comes to a particular hotel, comes with an understanding
that he and his belongings both will be safe and secure during his stay at the hotel.
At the same time it is also quite important that the hotel staff and assets are
protected and secure. Hence it is very important to have a proper Safety and
Security system in place to protect staff, guests and physical resources and assets
such as equipment, appliances buildings, and gardens of the hotel and also the
belongings of the guest. Safety and Security is always the first priority towards
guest service
IMPORTANCE OF A SAFETY AND SECURITY SYSTEM
The management must take care that the Safety and Security systems
cover the following areas:
1. Guest: Protection from crimes such as murder, abduction and health
hazards from outsiders, hotel staff, pests, food poisoning etc.
10. 2. Staff: Providing staff lockers, insurances, health schemes, provident funds
etc. Protective clothing, shoes, firefighting drills, supply of clean drinking
water use of aqua guards, sanitized wash rooms etc.
3. Guest luggage: Secure luggage store rooms and proper equipment such as
luggage trolley and bell hop trolley should be provided.
4. Hotel Equipment: Lifts, Boilers, Kitchen equipment, furniture fitting and
building etc. must be protected and for these the Safety and Security should
cover up fire safety equipment, bomb threat security system, water floods
security system, earthquake security system , safe vault safety and security
system etc.
5. Protection of raw materials, goods, provisions and groceries etc. For this the
safety and security system should cover proper storage and pest control
systems, apart from the application of total material management system.
6. Protection of Funds:
Only one person should have access to each cash bank and each bank
should be in a separate drawer.
All transactions should be recorded immediately.
The cashier should close the cash register drawer after each transaction.
Cashiers should complete transaction in process before changing currency
into different denominations for the guests. Each change request should be
handled as a new transaction to avoid confusion.
A supervisor or a member of the accounting division should occasionally
conduct an unscheduled audit of front office cash registers.
The hotels should have a policy that states where employees should place
cash during a transaction.
TYPES OF SECURITY:
1. Physical aspect
2. Safety and Security of persons
3. Safety and Security of systems
10 important Safety and Security measures necessary in hotels:
1. Key Card Locks: Guest room locking systems these days include punch and
magnetic key cards which have locks with flash memory and other
functions. The system can directly be linked with PMS.
2. Security Guards: Trained security guards working 24-hours every day to
provide the best in safety and security for the guests.
3. Security Cameras: Security cameras with digital technology, intelligent
access central system, software interface with CCTV for matching
undesirable visitors and criminals, along with metal detectors, and spy
cameras and use of biometric readers like hand key reader or face
recognition system etc.
4. Fire Alarms: Smoke detectors and fire alarms in each guest room and
throughout the entire complex that is monitored 24 hours a day, 7 days per
week that pinpoints the exact point of the alarm allowing our security staff
to respond immediately to the area of any alarm condition.
5. Emergency Power: Provision for emergency power in case of a power cut to
provide uninterrupted guest service.
6. Emergency Manual: Hotels maintain an emergency manual, detailing exits
and help in the event of a variety of emergencies.
11. 7. Employee Photo ID: For added security, some hotels have employees wearing
a photo ID nametag allowing quick identification.
8. In-Room Safes: In addition to the safety deposit boxes offered by most hotels
at the front desks, some hotels provide in-room guest safes capable of
holding a lap-top computer that use the guest’s own credit card as the key.
9. Guest elevators
10.Defibrillation Units: A life saving device in case of heart attacks, defibrillation
units are starting to be deployed among police and emergency personnel
across the nation.
Getting Better
Why should we familiarize the safety and security measures necessary in
hotels?
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
Gaining Mastery
ACTIVITIES 2.2 “OBSERVE SAFETY FIRST!”
Observe at least 3 security and precautionary measures in the hotel
establishment through video presentation and explain how the personnel
implement the safety and security measures. Put your answer in a sheet of paper.
Scoring rubrics below will be basis for the evaluation.
12. Rubrics for Scoring
Scoring Rubrics for Explanation
Criteria Percentage
Content 2 %
Delivery 1.5%
Creativity 1.5%
TOTAL 5%
Writers: Giovanni M. Ortega / Rosalie Palamara / Jimagil O. Gomez
Schools: Padada NHS / Bangkal NHS /Matanao NHS
Division: Davao del Sur
Illustrator:
School:
Division:
13. What I Need to Remember
The guest, who comes to a particular hotel, comes with an
understanding that he and his belongings both will be safe and secure during his
stay at the hotel. At the same time it is also quite important that the hotel staff and
assets are protected and secure. Hence it is very important to have a proper Safety
and Security system in place to protect staff, guests and physical resources and
assets such as equipment, appliances buildings, and gardens of the hotel and also
the belongings of the guest. Safety and Security is always the first priority towards
guest service
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
ACTIVITY 2.2
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: