CRT LEARNING MODULE

Course Code HM102

Course Title Housekeeping Procedures

Units 3

Module Title Common Problem Related to housekeeping

and ways of handling them.

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 1
Developed by:
and Education CRT
Rainier Dale V. Sulit
 College for Research & Technology of Cabanatuan

HOW TO USE THIS DIGITIZED LEARNING MODULE

Welcome to the module in Providing Housekeeping Services to the Guests.
This module contains training materials and activities for you to complete this
module.

The Unit of Competency “Common Problem Related to housekeeping

and ways of handling” covers the knowledge, skills and attitudes required as part
of the competencies to complete so as to qualify in the National Certification in
Housekeeping NCII.

You are required to go through a series of learning activities in order to

complete each learning outcome of the module. Each of the learning outcomes is
provided with Modules. Follow these activities on your own and answer the self-
check at the end of each learning outcome. You may remove a blank answer sheet
at the end of each module (or get the answer sheets from the online facilitator) to
write the answers for each self-check. If you have questions, don’t hesitate to ask
your facilitator for assistance.

This module was prepared to help you achieve the required competency in
Housekeeping NC II. This will be the source of Information for you to acquire
knowledge and skill in this particular trade independently and at your own pace, with
minimum supervision of help from your instructor.

 Talk to your online facilitator and agree on how you will both organize the
Training of this unit. Read each through the module carefully. It is divided
into sections, which cover all the skills and knowledge you need to
successfully complete this module.
 Work through all the information and complete the activities in each section.
Read Modules and complete self-check. Suggested references are included to
supplement the materials provided in this module.
 Most probably your facilitator will be your supervisor or manager. Your online
facilitator will support and correct you.
 Your online facilitator will tell you about the important things you need
consider when you are completing activities and it is important that you listen
and take notes.

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 2
Developed by:
and Education CRT
Rainier Dale V. Sulit
 You will be given plenty of opportunity to ask questions and practice on the
job. Make sure you practice new skills during regular work shifts. This way
you will improve both your speed and memory and also your confidence.
 Talk to more experienced workmates and ask for their guidance.
 Kindly the self-check questions at the LMS (EDMODO) to test your own
progress.
 When you are ready, ask your online facilitator to watch you online via Zoom
or Google Meet to perform the activities outlined in this module.
 Ask your online facilitator work through the activities: ask for written feedback
on your progress. Your online facilitator keeps feedback/pre-assessment
reports for this reason. When you have successfully completed each element,
ask the facilitator to mark on the reports that you are ready for assessment.
 When you have completed this module, and feel confident that you have
sufficient practice, your online facilitator will arrange an appointment with
registered assessor’s to assess you. The results of your assessment will be
recorded in your competency Achievement Record.

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 3
Developed by:
and Education CRT
Rainier Dale V. Sulit
 HOUSEKEEPING PROCEDURES

Contents of this Learning Module

No. Module Title Topic Code

1 Common Handling of Module 4.1
Problem Related Client’s Queries
to housekeeping Common
and ways of Module 4.2
problems
handling related to
housekeeping

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 4
Developed by:
and Education CRT
Rainier Dale V. Sulit
 MODULE CONTENT

MODULE TITLE : COMMON PROBLEM RELATED TO

HOUSEKEEPING AND WAYS OF
HANDLING

MODULE DESCRIPTOR:
This module covers the knowledge, skills and attitude in
providing general housekeeping services to guest.

Number of Hours:
6 hours

LEARNING OUTCOMES:
At the end of this module you MUST be able to:
1. Practice proper handling of client’s queries

2. Identify and observe common problems related to

housekeeping services.

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 5
Developed by:
and Education CRT
Rainier Dale V. Sulit
LEARNING OUTCOME # 1: PRACTICE PROPER
HANDLING OF CLIENT’S QUERIES

Contents:

1. Handling Client’s queries

2. Common problems in housekeeping

Conditions

The students/trainees must be provided with the following:

1. Paper
2. Learning Materials
3. Pencil
4. Eraser

Assessment Method:
1. Written Examination
2. Observation

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 6
Developed by:
and Education CRT
Rainier Dale V. Sulit
 Learning Activities (Study Guide)
1. Using EDMODO app on your phone or the website on your laptop, go to the
HOUSEKEEPING NC II class.
2. Click on the FOLDERS section (on menu bar)
3. Click the folder MODULE 1: Common Problem Related to housekeeping and ways
of handling them. The digitized Modules, Task Sheets and Job Sheets are available
in this folder.

4. All the Self-Checks are contained in the folder MY ACTIVITIES.

Learning Outcome #1

1. PRACTICE PROPER HANDLING OF CLIENT’S QUERIES

Learning Activities Special Instructions

1. Read information sheet 4.1 Contained in the Module practice proper

Handling of client’s queries handling of client’s queries folder in
EDMODO (Module 4.1)
2. Answer self-check for 4.1 The self-checks are available thru the folder
SELF CHECKS. The activity is timed (15
minutes). The results will be immediately be
available after clicking SUBMIT and the system
will run through the items incorrectly answered
(and show the correct answer)

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 7
Developed by:
and Education CRT
Rainier Dale V. Sulit
 MODULE 4.1

HANDLING OF CLIENT’S QUERIES

Learning Objective: After reading this MODULE, you should be able

to:
1. Determine the different types of handling client’s queries.

Complaints happen every

day. When a customer
complains, it is usually for a
good reason or genuine
concern. They usually have
made a purchase that did
not meet their expectation—
a product, service, or maybe
a combination of the two. In
the customer service
industry, we cannot avoid complaints. We must take care of
the customer by listening to the complaint, and resolving it, to
ensure a happy customer.

Customers want to know someone is listening and they are

understood, and they are hoping you are willing to take care
of the problem to their satisfaction. No matter what the
situation is, when a customer brings a complaint to your
attention—even if they do it in a less-than-desirable way—be
thankful. As the old saying goes, “We can’t fix it, if we don’t
know it’s broken.” Moreover, we must realize that improper

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 8
Developed by:
and Education CRT
Rainier Dale V. Sulit
 handling of a customer complaint can be costly to the
business.

TIPS IN HANDLING CLIENT’S QUERIES

1. Stay calm. When a customer presents you with a

complaint, keep in mind that the issue is not personal; he or
she is not attacking you directly but rather the situation at
hand. “Winning” the confrontation accomplishes nothing. A
person who remains in control of
his or her emotions deals from a
position of strength. While it is
perfectly natural to get defensive
when attacked, choose to be the
“professional” and keep your
cool.
2. Listen well. Let the irate
customer blow off steam.
Respond with phrases such as,
“Hmm,” “I see,” and “Tell me
more.” Do not interrupt. As the customer vents and sees you
are not reacting, he or she will begin to calm down. The
customer needs to get into a calm frame of mind before he or
she can hear your solution—or anything you say, for that
matter.
3. Acknowledge the problem. Let the customer know you
hear what he or she is saying. If you or your company made a
mistake, admit it. If you did not make a mistake and it is a
misunderstanding, simply explain it to the customer: “I can see
how that would be incredibly frustrating for you.” You are not
necessarily agreeing with what the customer is saying, but
respecting how he or she perceives and feels about the
situation. An excellent phrase for opening up this particular
Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 9
Developed by:
and Education CRT
Rainier Dale V. Sulit
 conversation would be, “So, if I understand you correctly…”
After the customer responds, follow
up with, “So, if I understand you
correctly, we were to resolve the
problem by noon today. I can see
how that must be frustrating for
you.” Then be quiet. Usually, the
customer will respond with “That’s
right” or “Exactly.” By repeating to the customer what you
think you heard, you lower his or her defenses, and win the
right to be heard.
4. Get the facts. After listening, take the initiative in the
conversation. Now that the customer has calmed down and
feels you have heard his or her side, begin asking questions. Be
careful not to speak scripted replies, but use this as an
opportunity to start a genuine conversation, building a trusting
relationship with your customer. To help you understand the
situation, get as many details as possible.
5. Offer a solution. This happens only after you have
sufficient details. One thing to
keep in mind: Know what you
can and cannot do within your
company’s guidelines. Making a
promise you cannot commit to
will only set you back.
Remember, when offering a
solution, be courteous and
respectful. Let the customer
know you are willing to take
ownership of the issue, even if
it was out of your control. Take charge of the situation and let
the customer know what you are going to do to solve the
problem.

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 10
Developed by:
and Education CRT
Rainier Dale V. Sulit
According to Dan Huckle, a business development expert, “
most inquiries are requests for information about products or
services.

” USEFUL TIPS IN ANSWERING A CALL”

Telephone plays a very important role in the hotel

industry. This is used to answer guest’s booking inquiries,
guest’s requests, and for other various purposes and services.
It is therefore important that you know the basic techniques in
answering calls.

1. Answer the phone within three rings.

2. Say the name of the hotel, your name, and the
customary greetings.
3. Have in hand a pen and paper for documentation.
4. Listen carefully to the details being said by the
caller.
5. Make them feel that they have your full attention.
6. Explain the reason if you want to put them on
hold. Wait for their response.
7. For callback, do it in the soonest possible time. Do
not forget to say the approximate time you can do
the callback.
8. Repeat all the details.
9. End the conversation politely.

Without your customers’ approval, your business would never

grow, which is why customer service is so crucially important.

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 11
Developed by:
and Education CRT
Rainier Dale V. Sulit
Nobody likes to handle customer complaints, but these
sometimes painful occurrences can be a chance for you and
your business to shine. This is your opportunity to create a
happy and loyal customer for life.

Excellent customer service should always be a priority, but in

the unfortunate event that you receive a customer complaint,
here are eight tips on how to handle it.

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 12
Developed by:
and Education CRT
Rainier Dale V. Sulit
 Self Check 4.1

HANDLING OF CLIENT’S QUERIES

I. Arrange the following Tips in answering a call orderly.

1. End the conversation politely. Say the name of

the hotel, your name, and the customary
greetings.
2. Have in hand a pen and paper for documentation.
3. For callback, do it in the soonest possible time. Do
not forget to say the approximate time you can do
the callback.
4. Explain the reason if you want to put them on
hold. Wait for their response.
5. Repeat all the details.
6. Say the name of the hotel, your name, and the
customary greetings.
7. Make them feel that they have your full attention.
8. Answer the phone within three rings.
9. Have in hand a pen and paper for documentation.

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 13
Developed by:
and Education CRT
Rainier Dale V. Sulit
 IDENTIFY AND OBSERVE
LEARNING OUTCOME # 2:
COMMON PROBLEMS RELATED TO HOUSEKEEPING
SERVICES

Contents:

1. Handling Client’s queries

2. Common problems in housekeeping

Conditions

The students/trainees must be provided with the following:

5. Paper
6. Learning Materials
7. Pencil
8. Eraser

Assessment Method:
3. Written Examination
4. Observation

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 14
Developed by:
and Education CRT
Rainier Dale V. Sulit
 Learning Activities (Study Guide)
1. Using EDMODO app on your phone or the website on your laptop, go to the
HOUSEKEEPING NC II class.
2. Click on the FOLDERS section (on menu bar)
3. Click the folder MODULE 1: Common Problem Related to housekeeping and ways
of handling them. The digitized Modules, Task Sheets and Job Sheets are available
in this folder.

4. All the Self-Checks are contained in the folder MY ACTIVITIES.

Learning Outcome # 2

2. IDENTIFY AND OBSERVE COMMON PROBLEMS RELATED TO

HOUSEKEEPING SERVICES

Learning Activities Special Instructions

2. Read information sheet 4.2 Contained in the Module practice proper

Problems related to housekeeping handling of client’s queries folder in
services EDMODO (Module 4.2)

2. Answer self-check for 4.2 The self-checks are available thru the folder
SELF CHECKS. The activity is timed (15
minutes). The results will be immediately be
available after clicking SUBMIT and the system
will run through the items incorrectly answered
(and show the correct answer)

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 15
Developed by:
and Education CRT
Rainier Dale V. Sulit
 MODULE 4.2

COMMON PROBLEMS RELATED TO HOUSEKEEPING

Learning Objective: After reading this MODULE, you should be able

to:

1. Identify and analyze the common problems related to

housekeeping.

Having an efficient housekeeping team and a smoothly

run establishment is key to a successful hotel. The cleanliness
of the rooms and the politeness of the staff will impact how
guests review your hotel in future. Here are some of the most
common housekeeping issues that impact hotel profits with
advice on how to avoid them.

“TIPS IN HANDLING COMMON

PROBLEM”

1. Low quality furnishings

Using low quality furniture can
really damage your profits. Their appearance will decline faster
and they are more likely to break more often. Having to buy
replacement furniture will eat into your profits, especially if you
have to buy on a regular basis. Do your research and buy
furniture that is designed for the right purpose. When buying
from some suppliers, you can sometimes negotiate a cheaper
deal if you buy in bulk.

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 16
Developed by:
and Education CRT
Rainier Dale V. Sulit
 2. Broken lights
Broken lights, electrical
switches or appliances can be
really frustrating for guests. If
they become a constant problem,
they can deter people from
returning to your hotel which will
end up impacting your profits.

Housekeeping must perform weekly checks to ensure all

electrics are working properly. There will be times when guests
will come across a bulb that needs to be replaced but by having
regular checks you can reduce the chance of guests suffering
an inconvenience.

Also, ensure your electrical stocks are maintained by a

reliable supplier. Low quality
and ineffective bulbs and
electrical equipment will save
you money at first but they
will cause more financial
problems down the road.

3. Damp patches
Damp patches on the walls or on the carpet will suggest
to guests that the hotel is not being well maintained. They look
unsightly and when guests have spent their hard-earned
money on a room, they don't expect to be in a room that looks
unacceptable.

In some cases, some damp patches will come out of

nowhere but to help avoid any unwanted surprises, all
housekeeping staff must check rooms thoroughly (and this can
Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 17
Developed by:
and Education CRT
Rainier Dale V. Sulit
 be done when tidying). If any
damp spots or cracks appear,
they must be noted and fixed as
soon as possible. Guests should
be moved to an alternative room
if their room is suitable.

4. Hair in the bath or on the

floor
A clear sign a room has been insufficiently cleaned is the
sight of hair in the bath or on the floor. Over time, some
employees may try to take shortcuts by not hoovering or
sweeping up. To avoid these type of housekeeping issues,
make sure all your staff have plenty of time to tidy each room.
Shortcuts are often made because they don't have enough time
to complete their work. And also make random checks every
week to ensure all your staff work to a high standard every
time.

5. Rubbish under the bed

One of the first places, most guests look upon arrival is
under their bed. So, it's important this space is not ignored
when it comes to cleaning. Any remainder rubbish suggests the
staff have made minimal
effort in tidying.

By making random
checks you can ensure all
staff make the effort to tidy
all areas of the room.

6. Fingerprints on windows and mirrors

Fingerprints on any windows and mirrors is a stark
reminder that somebody else was recently staying in the same
Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 18
Developed by:
and Education CRT
Rainier Dale V. Sulit
 room. For each guest, they want
to feel like the room was
perfectly made for them.
Fingerprints and bits of makeup
on mirrors is unhygienic and
guests should not have to feel
like they should have to clean up
their own rooms.

7. Not enough toiletries (paper roll, shampoo, conditioner,

soap, etc)
It's a common nuisance to arrive in a hotel room that
doesn't have the essentials like shampoo, shower gel and
toothpaste (especially if it was promised on the website). A lack
of toilet paper is another headache. Guests should not have to
feel like they have to ration the paper for the entire time they
are there. For each room, there should always be at least two
rolls of paper each day.

If housekeeping staff are

not giving out enough toilet
rolls because there is not
enough in stock, more should
be ordered.

Do some research to find

the best suppliers for your
needs. If you're running a luxury hotel, your guests will
appreciate high quality luxuries.

8. Dust

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 19
Developed by:
and Education CRT
Rainier Dale V. Sulit
 Now adays,
more hotel
guests are
meticulous
when they
inspect
their rooms.
They expect
a high standard. So, if they find any areas covered in dust, they
will think housekeeping is cutting corners in their cleaning.
Each room should be tidied to a high standard. If you have any
rooms that are not used often, you should make sure a
housekeeper inspects it and gives it a good wipe down before
any new guests arrive so the room is clean and fresh.

9. Bad manners
Bad mannered staff is one of the most common
housekeeping issues that can impact profits. Guests will
remember any impolite staff members and will likely tell other
people who are looking to book holidays. By checking
comments cards and online reviews you will be able to see if
there are any complaints about specific members of staff.

If there are many complaints about one staff member,

that employee should be spoken to. One bad experience can
prompt a guest to book
elsewhere in future and
deter other people from
visiting so all staff must be
professional and polite at
all times.

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 20
Developed by:
and Education CRT
Rainier Dale V. Sulit
10. Housekeeping staff look unprofessional
Along with bad manners, dressing unprofessionally will be
mentioned in negative reviews. In most hotels, employees have
their own uniform to help ensure they look smart for work. It's
the responsibility of the staff to wash and iron their uniforms
but you will have to offer replacements when they need to be
replaced.

All hotel employees should also wear appropriate

footwear. Shoes for Crews (Europe) Ltd design and
produce slip-resistant shoes specifically for hotel staff. They are
comfortable, smart, supportive, and the anti slip grip provides
excellent grip on slippery floors.

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 21
Developed by:
and Education CRT
Rainier Dale V. Sulit
 Self Check 4.2

COMMON PROBLEMS RELATED TO HOUSEKEEPING

I. Think of a possible solutions to the problems given below.

Present the problem and how it should be resolved through a
video presentation.

PROBLEMS SOLUTION
1. Theft- complaint from
guest for lost belongings after
the housekeeper cleaned their
room.
2. A room attendant found
belongings of guest who
already check out of the
room.
3. Do Not Disturb for long
period of time.
4. Unusual items visible
during servicing.
5. Two guest requested for a
room make-up at the same
time.
6. Physical injuries related to
work like back injury, neck, or
shoulder and arm injuries.

Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 22
Developed by:
and Education CRT
Rainier Dale V. Sulit
 Date Developed:
Document No. 001-2020
July 1, 2020
Educational
Date Revised:
Technology 2 Issued by:
July 16, 2020
Module 1: ICT Policies Page 23
Developed by:
and Education CRT
Rainier Dale V. Sulit