Comprehensive Study Notes: Housekeeping NCII Modules 1–5
Topic 1: Effective housekeeping services to house guests
Prerequisite content knowledge
Identify the importance of housekeeping department in an establishment
Determine the importance of the word “Cleanliness”
Prerequisite Skills
Differentiate the basic functions in the Housekeeping Department
Learning Competencies
Discuss implementing hotel codes, rules and regulations
Explain different skills of good housekeeper, including intrapersonal and interpersonal skills
List down and describe the basic functions of each personnel in the Housekeeping Department
Conceptual overview
Housekeeping is pivotal to guest comfort, safety, and overall hotel image; guests’ first and last impression often rests with housekeeping: cleanliness, orderliness, and security
Housekeeping staff are front-line service providers who contribute to guest satisfaction through discipline, courtesy, and reliability
Hotel codes, rules and regulations (R&R)
R&R help instill discipline among staff and ensure guest safety and security
Examples of operational rules include check-in/check-out times and consequences for violations
Check-in/check-out norms cited: Check-in at 2:00 ext{ pm}; check-out no later than 2:00 ext{ pm}; late check-out may incur charges; down payment rules (e.g., 50 ext{ extbf{ extpercent}} for reservation)
Guests must endorse keys to the front desk upon departure; no removal of indoor inventory; losses or damages charged accordingly
Do not leave valuables unattended; guests should avoid inviting visitors into rooms for safety reasons
Privacy: the hotel respects guest privacy; disorder and illegal activities are not permitted
Entry into a guest room (housekeeping protocol)
Two-knock, three-announcement rule: knock twice with knuckles and say “housekeeping!”; upon entry, announce again
If no response after about 24 hours, inform supervisor and security
Respect “Do Not Disturb” (DND) signs; prioritize guest safety
Agreement between guest and hotel management via house rules; departing guests should be familiar with house rules to prevent misunderstandings
Cleaning function (room hygiene)
Housekeeper’s duties include cleaning guest rooms to maintain order
Cleaning involves a complete series of cleaning and sanitizing procedures
Common tasks: changing linens and toiletries, proper sanitation practices
Lost and found procedures
Lost items must be reported to floor supervisor immediately
Perishable items: after 3 days if unclaimed, given to finder; non-perishable items: after 1 month to the finder
Valuables unclaimed after 1 year: hotel management decides disposition
Status codes (room status terminology)
OCC: Occupied
OC: Occupied Clean
OD: Occupied Dirty
VR: Vacant Ready
VC: Vacant Clean
VD: Vacant Dirty
HSUD: House Use Dirty
HSUC: House Use Clean
OOO: Out of Order (Room)
BLO: Blocked (Room reserved for today’s arrival)
NS: No Show
SO: Slept Out
HU: House Use (Room occupied by hotel staff)
DND: Do Not Disturb
Interpersonal vs. intrapersonal skills
Interpersonal skills: communication, listening, speaking, emotional regulation, teamwork, conflict management, adaptability in interactions
Intrapersonal skills: self-awareness, self-management, self-motivation, self-discipline, time management, open-mindedness, resilience, self-esteem
Nature and scope of housekeeping
Housekeeping is more than cleaning; it includes guest comfort, safety, and ensuring the guest’s “home away from home” experience
Hotel classifications (Philippine setting) include Hotel, Resort, Tourist Inn, Apartel, Motel, etc.
Personnel structure in housekeeping
Large workforce with hierarchical structure: Executive Housekeeper, Assistant Housekeepers, Floor Supervisors, Control Desk Supervisor, Public Area Supervisor, Linen Room Supervisor, Laundry Supervisor, Uniform Room Supervisor, Room Attendants, Laundry & Linen Attendants, Tailors/Upholsterers
Roles include policy translation to operations, resource management, floor/area supervision, and liaison with front office
Nature of guestroom cleaning, care, and maintenance
Guestroom cleanliness and sanitation are core; time-bound tasks must be completed within set timeframes
Professionalism and hygiene are tied to appearance and behavior; personal grooming standards for staff are emphasized
Bedroom and bathroom amenities (examples)
Bedroom amenities: bed size options, high-grade mattresses, hangers, alarm clock, cordless phone, Wi‑Fi, safe, coffee maker, mini fridge, iron/iron board, TV, desk, chairs, note paper, etc.
Bathroom amenities: shampoos, conditioner, bath gel, lotion, toothbrush, comb/brush, shower cap, cotton swabs, razor, shaving foam, towels, tissues, etc.
Skills recap for housekeepers
Emphasizes both interpersonal and intrapersonal skill sets as foundational to performance and guest satisfaction
Topic 2: Nature and Scope of guestroom cleaning, care and maintenance
Recap: Guestroom cleaning requires following a structured sequence and using proper materials and equipment
Cleaning phases (typical hotel sequence)
Phase 1: Opening windows to air out, turn off AC, wash hands, put on gloves, empty trash, strip bed
Phase 2: Remove dirty towels, spray disinfectants, remove gloves
Phase 3: Make up bed
Phase 4: Dust all surfaces and check electronics (TV, AC, lights)
Phase 5: Clean bathroom
Phase 6: Replenish amenities (brochures, mints, shampoo, soap), vacuum, final room check
Points to remember during cleaning
Clean in one direction; top-to-bottom; farthest point first; use appropriate cleaning agents and equipment
Room status terminology (continued)
OC, VD, VC, etc., used by housekeeping to estimate staffing and scheduling
Room checks (daily routine)
Performed by floor/area supervisor and room attendants to verify occupancy, readiness, and cleanliness
Turn-down service (evening service)
Purpose: prepare room for sleeping; performed by night shift
Typical elements: room cleaned, bed turned down, corner of blanket folded, chocolates/fruits on bed, lights dimmed, curtains closed
Steps and materials: status report, floor key, cart with linen, cleaning schedule, timely completion by 10:00 pm, entry via two-knock rule
Turn-down procedure (step-by-step)
Enter with two-knock rule; greet guest; if guest requests not now, leave and return later
Place turn-down amenities (flowers, chocolates) on pillow; adjust bed linens; ensure room is neat; turn on bedside lamp; close door on exit
Turndown kit and bed setup specifics
Bed components: bed pad, fitted sheet, top sheet, duvet/comforter, bed runner, pillows with slip/cillowcase, pillow sham, possible extra linens or bed accessories
Bed making techniques (make-up beds and cots)
Traditional bed-making sequence includes doctoring sheet placement, tucking, mitering corners, layering sheets and blankets, placing duvet, pillow arrangement, and finishing touches (amenities, air freshener)
Bed making terminology and tests
Linen classifications and their role in making up beds
Assessment rubrics and practical activities (e.g., video documentation and practical demonstrations)
Guest amenities by room type
Room amenities often vary by hotel and are used to differentiate room categories
Guest requests handling (safety and security)
Common guest request types: rollaway beds, extra pillows/blankets, irons, hair dryers, additional cleaning, extra room; lost-and-found inquiries
Handling guest requests: procedure highlights
Do not argue; listen actively; document requests in a log; hand over unresolved items to next shift; apologize; clarify guest expectations; seek supervisor input when needed
Wake-up calls and upselling opportunities
Wake-up calls can be offered by housekeeping; coordinate with operator/front desk; ensure courteous and precise communication
Other services and equipment
Examples: roll-away beds, baby cribs, baby-sitting (with supervisor permission), errands, etc.
Exit slip reminders (summary takeaways)
Two-knock, three-announcement rule for entry; go beyond expectations while staying within professional boundaries
Respect guest belongings; interpersonal and intrapersonal skills are essential
Housekeeping department is the largest hotel workforce; teamwork and coordination are crucial
Activity notes
Practical tasks include documenting guestroom cleaning sequences, bed-making performance, and guest-room check routines
Topic 3: Types and uses of different housekeeping and front office forms
Purpose of forms
Clerical tasks: processing documents, filing systems, correspondence, word processing, and typing
Front Office forms
Front office diary (log book)
Daily running sheet (daily tasks at the front desk)
Guest request sheet (consolidated guest requests)
Wake-up call sheet (wake-up calls for events/guests)
Housekeeping forms
House Status Report: vacancy/occupancy/room status, movement (departures/arrivals), end-of-day projection, housekeeping request forms
Daily Cleaning Record: daily tasks list, comparable to front desk daily running sheet
Task cards: shift-by-shift housekeeping tasks
Guest orientation on house rules and amenities
Common in-room items and amenities (e.g., coffee maker, fax machine, potpourri) and how to use them
Handling guest queries (communication tools)
Telephone etiquette: smile, friendly voice, clear enunciation, address by name, professional and helpful closing
Steps for answering calls: prepare, know department functions, answer within three rings, greet with establishment name and your name, request caller’s name/affiliation, listen, note important details, end on a friendly note
Problems in housekeeping services
Common problems: disputes, miscommunication, safety concerns, overlapping duties, noise from neighboring rooms
Conflict resolution: win-win approaches (compromise, accommodate, collaborate), importance of open communication
Negotiation and conflict resolution structure
Stages: Convening, Opening, Communicating, Negotiation, Closure
Guidelines for resolving guest complaints
Stay calm, listen, thank the guest, focus on the issue, ask how the guest would like it resolved, record procedure, inform supervisor, apologize, seek supervisor feedback
Problem-solving best practices
Empathy, timely action, documentation, clear communication with front desk and management
Assessment and reflection activities
True/false and essay exercises to reinforce understanding of forms, front office interactions, and complaint handling
Topic 4: Preparing Rooms for Guests – Set up Equipment and Trolleys
Prerequisite content knowledge
Understanding the concept of providing effective housekeeping services to house guests
Prerequisite Skills
Independently demonstrates understanding of providing effective housekeeping services to house guests
Learning competencies
Identify and explain different types and uses of cleaning tools, materials, and equipment for room servicing
Correctly select and demonstrate proper use of tools, materials, and equipment according to task requirements
Properly set trolley/caddy with cleaning materials according to institutional standards
Observe safety measures and procedures in handling cleaning tools and supplies
Equipment and organization
Housekeeping trolley (Maids’ trolley) stored in floor housekeeping store/linen room; must be locked when unattended
Common equipment on trolleys: mops, brooms/brushes, disposable gloves, housekeeping uniform, cloths, warning signs, dust pan, cobwebber
Cleaning agents and chemicals
Polishes, detergents, glass cleaner, multipurpose cleaners, oven cleaners, stainless steel cleaners, leather cleaners, porcelain/ceramic cleaners, toilet and urinal cleaners, dishwashing detergent, sanitisers, disinfectants, deodorisers, pest control sprays
Chemicals are often color-coded and used in closed systems to minimize exposure
Cleaning tools and equipment explained
Broom, dustpan, vacuum cleaner, floor buffer (polisher), cobwebber, dishcloth, cleaning cloth
Floor buffer: high-speed buffer (>1000 RPM) with a rotating pad for non-carpeted floors
Maintenance and safety of tools
Regular maintenance of tools; only qualified personnel should service tools; keep records
Risk assessment essential for safe use of tools and equipment; guards and warning devices; PPE usage; avoid exposure to rain; store indoors when not in use
Loading and stocking trolleys
Load safely; heavy items on bottom; ensure nothing protrudes; do not overload; use team lifting when needed
Do not hang extra bags from trolleys; report damaged equipment
Security of trolleys and supplies
Trolleys should be positioned near walls to minimize obstruction and reduce theft risk
Park across guest doors when needed to prevent access by unauthorized individuals
Practical tips for trolley management
Push, don’t pull; maintain clear path; check items against trolley organization; verify replenishment needs; be prepared to ask for assistance when required
Safety and risk management
Power lifting safety (e.g., proper posture, use of legs, avoid twisting); size up loads; seek help for heavy or bulky items; wear protective gear when handling chemicals
Key reminders and exit slips
Replenish linen, cleaning agents, and other supplies regularly; ensure load safety; stock and load trolleys properly; safety and theft prevention
Topic 5: Basic Terminologies and Make-Up Beds (Lesson 1–2)
Prerequisite content knowledge
Understand the concept of preparing rooms for guests correctly
Prerequisite Skills
Identify common supplies loaded on a maid’s cart/trolley; select appropriate options
Learning competencies
Identify important housekeeping terminologies (room status, door signs, guest types, room classifications)
Explain and apply front office and housekeeping terminologies in day-to-day operations
Demonstrate proper bed making and linen handling
Room status terms (important terminologies used by housekeeping and front desk)
OCC: Occupied
OC: Occupied Clean
OD: Occupied Dirty
SO: Sleep-out (guest slept outside or not in bed)
VC: Vacant Clean / VC: Vacant Ready (ready for sale)
VD: Vacant Dirty
VD/OC distinctions help determine if a room is ready for service
DND: Do Not Disturb
OOO: Out of Order
OOS: Out of Service (temporary) or LO: Lock-out; DNCO: Did Not Check Out; DO: Due Out / Check Out
XB: Extra Bed
LB: Light baggage
NB: No baggage
Guest room classifications and bed configurations
Single, Twin, Double, Double-Double, Triple, Hollywood Twin, Studio/Murphy, Suite, President Suite, Villa, Accessible Room, Balcony Room, Extended Stay rooms, Smoking vs. Non-Smoking, Adjacent, Adjoining, Connecting rooms
Make-up bed: bed making procedure (overview)
Linen terminology: bed pad, fitted sheet, flat sheet, duvet/comforter, blanket, pillows, pillow slips/cases, bed runners, bed skirts, and pillow protectors
Traditional bed making steps (summary): start at head of bed, place bed pad, lay and tuck flat sheet, place top sheet, add blankets/duvet with proper tucks and miters, place pillows with cases, align corners, add bed runner and decorative touches, finish with room amenities and air freshener; ensure a neat presentation
Bed stripping and turnover (for housekeeping performance)
Bed stripping steps: check for items, loosen linens, shake out, roll and bag soiled linens, replace any soiled bed skirts, ensure clean replacement linens are ready for turnover
Assessment and practicum readiness
Students may be required to document bed-making performance via video or demonstration; rubrics assess accuracy, organization, and mechanics
Final reminders (exit slip)
Always follow house procedures for guest room service and security
Interpersonal and intrapersonal skills support guest satisfaction
Housekeeping is the largest hotel workforce; teamwork and coordinated effort are essential for guest satisfaction
Activity highlights and study tips
Review phase-by-phase cleaning, door-entry protocols, room status abbreviations, and bed-making sequences
Practice proper handling of guest requests, including turning down a bed, replenishing amenities, and managing housekeeping requests with safety and security in mind
Reinforce telephone etiquette and front desk coordination to resolve guest concerns quickly and politely
Formulas and numerical references used in this content ( LaTeX format )
Check-in time: 2{:}00 ext{ pm}
Check-out time: 12{:}00 ext{ noon}
Reservation down payment: 50 ext{ extpercent}
Phases of cleaning: Phase 1, Phase 2, Phase 3, Phase 4, Phase 5, Phase 6 (sequential steps)
Room status abbreviations: OCC, OC, OD, VC, VD, SO, DND, OOO, OOS, LO, DNCO, DO, C/O, etc.
Cross-cutting themes for exams
Be able to explain how housekeeping supports guest safety, comfort, and security
Memorize key room status terms and what actions those statuses trigger
Describe proper entry procedures, guest privacy, and DND handling
Demonstrate knowledge of equipment setup, trolley loading, and safety practices
Explain the roles of different housekeeping positions and how they interact with front office
Apply proper front office and housekeeping forms in daily operations
Articulate strategies for handling guest complaints, including escalation when needed