Republic of the Philippines

Department of Education

Region I
MANILA MONTESSORI COLLEGE INTERNATIONAL
Dagupan City

Name: ______________________________________________ Date: ____________________

Grade/ Section: _______________________________________
Subject Area and Grade Level: (Housekeeping) (Grade11 HE/)
Learning Competency:
Week: 9-10

Housekeeping NC II
Procedures in packaging and presenting guest laundry

Learning Objective: After reading the Information Sheet, you must be able
to enumerate the Hotel codes and regulations

Introduction: Guests have a certain expectation when sending their clothes for laundry, that it
will be done efficiently and competently. Also, you need to ensure that the guest’s laundry is
delivered back to them according to their expectations with no damage or loss will occur.
referred to as the finishing process and that’s involve.

 Checking for stains-when guest laundry has been washed. It is

important before it is pressed and dried that it be checked to
ensure all stains have been removed .Pressing can sometimes
permanently set stains. If items are found to be stained, they
should be sent for re-processing.

 Checking repairs have been carried out. It is important that

requested repairs to guest items have been completed before the
pressing process. Once repairs are completed then the item should
be pressed.

 Pressing. There are many different types of presses in a laundry

environment but the pressing process for both linen and guest
clothing require that the items are usually damp. Where items have
been dried (dry cleaning machine) these are pressed using steam.

 Drying. It is usually only toweling that is dried in the tumble driers. Once dried they
are then sent to be folded.

 Record. Make sure that the correct number of pieces on guest laundry list is ready to
be returned. Follow complete records and billing information in accordance with
enterprise procedures.

 Packaging. Most guest clothing is packaged before delivery back to the guest. Shirts
can be folded and placed into a bag or box or they may be pressed and placed on
hangers (this is usually at the request of the guest). The coat hangers and plastic
covering are provided by the hotel and protect the garments in transit from accidental
soiling. Suits, trousers and dresses would also be placed on cost hangers and covered
in plastic wrapping.

 Storage. In some cases where hotels have regular guests, laundry and dry cleaning may
have to be stored until the guest’s next visit. This must be secured and a note made on
the guest account so that the cleaned laundry may be placed into the room before his
next arrival. The accounts department will also need to be notified so that the late
charge is handled appropriately.

 Delivery. All items need to be delivered to the relevant area. Deliver the guest’s laundry
at the correct times according to your instructions and in an efficient and friendly
manner.
SELF-CHECK #5.4-1

Part-I

Multiple Choice: Read the statement carefully, select the correct

answer and write it on the space provided before each number.

1. Most guest clothing is _______ before delivery back to the guest to

maintain and secure the cleanliness of the clothes.

a) Checking of stain

b) Checking repairs

c) Package

d) Record

2. It is important before it is pressed and dried that it be checked to ensure

all stains have been removed.

a) Package

b) Checking repairs

c) Record

d) Checking of stain

3. It is important that requested repairs to guest items have been completed

before the pressing process.

a) Checking repairs

b) Checking of stain

c) Package

d) Record

4. It is the correct number of pieces on guest laundry list and ready to be

returned.

a) Package

b) Record

c) Pressing

d) Storage

5. This must be secured and a note made on the guest account so that the
cleaned laundry may be placed into the room before his next arrival.

a) Package

b) Record

c) Storage

d) Pressing
 Procedure in Storing Guest Laundry

Learning Objective: After reading the information sheet, you must

to be able to enumerate the procedures in storing guest laundry.

Introduction: storing an art and doing it correctly can help us to

become organized. It helps to prevent garments from wrinkling and
therefore it can also avoid re-ironing, re-washing and drying. Before
yon start storing, the garment must be flat and wrinkle-free, and
the fabric must remain nicely spread out throughout the storing
process to keep garments free from dust.

 Cleaning regularly even if things are not dirty, will prevents

your closet from dust and maintain your clothes and linen
clean and neat

 Hang like sorting every items

together, pants should hang in
their respective section as should
tops. Like wise, women should
group skirt together and pieces
should hang together in a section
for suits. Use sturdy hanger
design specifically to hang both
pieces of a suit.

 Organize accessories, hang

scarves and handbags if female
guest, hang on the side of closets wall the neckties and belt
and caps. Compact under wear, put all together in the drawer
of the closets. Depends on the instruction of the guest.

 Orderliness of every thing for faster and easy future use .in
addition to hanging like item together, within the section you
can also group clothing by color or by function depending on
what work best for the guest, keep all the dressy tops together,
the casual tops together and so forth. if the guest prefer, sort
your black tops your red tops, your white tops and your light-
colored tops, then do the same to your bottom.
 Procedures in Delivery of laundry items

Learning Objective: After reading the information sheet, you must to be able to
enumerate the procedures in Delivery of laundry items

Introduction: Once all guest clothes have been processed, packaged, checked for
stains and all the guests’ instructions have been followed, the items must be delivered
back to the guest room.

Always follow your property’s guidelines when delivering items back to the guest room.

 Guests expect laundry to be delivered within the promised time frames.

 Deliver the guest’s laundry at the correct times according to your instructions and
in an efficient and friendly manner.
 When delivering laundry to a room, use the knock and enter routine.
 Always knock on the door (or ring the bell) and identify yourself in a loud and clear
voice (the guest may be resting or working)
 If the guest is in the room, greet the guest politely .
 Check that the items you are about to deliver match the room number you are in.
It is easy to make an error in delivery, particularly if there are many parcels for the
same floor.
 Place the items in the room according to your property’s guidelines and leave the
room making sure the door is locked. Folded laundry is usually placed on the bed
and clothes on hangers are placed in the wardrobe leaving the wardrobe door
slightly open so that the guest can see this.
 Ensure that the correct billing procedure has been followed according to your
organisational requirements.
 Process the account, e.g. pass it on to the correct person, according to your
organisational requirements.
 Any undelivered laundry must be stored securely in a clean, neat and tidy area to
prevent soiling, loss or damage.
 If the room has a “Do not disturb” sign on, you may need to return later. In some
hotels, a card may be left under the door advising the guest that an attempt was
made to deliver his laundry and to call when he is ready for delivery.

SELF-CHECK #5.4-3

TRUE or FALSE: Write TRUE if the statement is correct and FALSE, if the statement
is incorrect.

1. Deliver the guest’s laundry at the correct times according to your instructions
and in an efficient and friendly manner.
2. When delivering laundry to a room, its not necessary to knock the door before
entering.
3. Ensure that the correct billing procedure has been followed according to your
organisational requirements.
4. Place the items in the room according to your property’s guidelines and leave
the room making sure the door is close. Folded laundry is usually placed on the
bed and clothes on hangers are placed in the wardrobe leaving the wardrobe
door slightly ajar so that the guest can see this
5. If the guest is in the room, greet the guest politely.
6. It must be stored securely in a clean, neat and tidy area to prevent soiling, loss
or damage.
7. Any undelivered laundry must be stored securely in a clean, neat and tidy area
to prevent soiling, loss or damage.
8. If the room is on DND sign the said item is in need of room service.
9. Undelivered laundries were kept in the lobby area to secure and maintain the
cleanliness.
10.Ensure that the correct billing procedure has been followed according to your
organisational requirements.
Module 1 lesson 1

Session Objectives
At the end of this session, you will be able to: 

·Describe what a Guest Room Attendant is

·Identify the responsibilities of a Guest Room Attendant

Introduction

The hotel business provides job opportunities and every establishment has a constant
need for a quality-oriented, efficient and effective workers.

Guest Room Attendant (GRA) is a major part of the hotel workforce who is given the
responsibility of creating positive experiences, pleasurable and memorable moments to meet
the needs of every guest.

What is a Guest Room Attendant?

A Guest Room Attendant or GRA, also known as housekeeper, commonly employed by

hotels, motels and resorts is responsible for the cleaning and maintenance of guest rooms. A
GRA's work directly affects the image of the establishment. As a GRA, you are concerned with
the cleanliness, orderliness and sanitation of guestrooms.

The GRA should also be skilled to look after the proper use, maintenance and storage of
cleaning equipments.

The GRA should also attend to the needs and additional requests of the guest.
Moreover, handling guest complains and unusual incidents reporting lost and found item is part
of your responsibility.
LESSON 2

Session Objectives
At the end of this session, you will be able to: 

·Wear the proper uniform according to workplace requirements

·Demonstrate good grooming in the workplace
·Practice proper hygiene in the workplace

Introduction

Daily activities of a Guest Room Attendant entails a lot of contact with guest. A well
groomed GRA offers a pleasant atmosphere for the establishment. Good personal hygiene is
equally important in creating positive impression in a service-oriented establishment.

In this session, you will learn how to properly look as a Guest Room Attendant learn the
practices done for proper hygiene.

Good Grooming and Hygiene

Greatest care should be exercised when it comes to personal appearance because It it

serves as a form of communication for the business establishment. A well-groomed GRA with
good personal hygiene can help to promote positive and professional image of one’s self and
the establishment.

Uniform

Your uniform should be properly ironed and cleaned with no stains and smell. You
should wear well polished, non-slip, and closed-toe shoes. This will help in building your self-
confidence to present yourself well to the guest. Remember that your grooming will exhibit a
positive and professional image of yourself and the establishment.

Hair

Your hair must be neatly tied and completely covered with the hair net.

Women GRA hair must be styled attractively, tied back into a pony tail or bun. Hairnets
must be work at all times.

Male GRA should maintain short hair with no hair touching the collor of the uniform

Name Plate/IDs

A Name Plate/IDs should be worn at all times while the GRA is inside the establishment.
It should be displayed properly on the left chest for easy reading of guests.

Accessories

Jewelry should be worn to the bearest minimum, meaning only watches, wedding ring
and simple earings for female staff may be worn.

Make-up(Female)/Perfume

Apply cosmetics like lipstick, blush and eye makeup neatly and moderately. Use of
heavey perfume is not allowed.

Personal Hygiene
 Personal hygiene is very important because the GRA is always in direct contact with
guests. The following should be strictly observed:

- Take a daily bath/shower

- Wash and shampoo your hair regularly

- Wash your hands regularly

- Keep hands clean and fingernails short

- Use deodorants and mouthwash

LESSON 3
Session Objective
At the end of this session, you will be able to: 

·Learn the main responsibilities of a Guest Room Attendant

Introduction

GRA plays a vital role in the maintenance and upkeep of guestrooms. You must have
adept skills to affect human experience by creating powerful impression on the cleanliness,
orderliness, guest comfort, sanitation, safety and security in every room in your establishment.

Responsibilities

It is time to learn your main responsibilities as a Guest Room Attendant.

Housekeeping Cart

The housekeeping cart is used for stocking cleaning supplies such as room amenities,
bath and bed linens, cleaning supplies, materials and equipment. Stocking the cart properly
helps you to finish your tasks faster and easier. You need to prepare your housekeeping cart.

Cleaning the room

When a guest chooses to stay in your hotel, they expect to enjoy a comfortable, clean
and a beautiful room. You play an essential role in providing the comform they desert to ensure
they are satisfied and happy.

Your duties and responsibilities in guestroom maintenance involves maintaining cleanliness

and orderliness in the guestrooms. This includes furnishing the guestroom with the necessary
amenities and supplies such as bed, linen, and appliances, as well as keeping the room free
of safety hazards.

Bathroom cleaning

The bathroom needs to be cleaned thoroughly and perfectly because it reflects the
overall standard of quality and cleanliness of your hotel. Remember, cleanliness of the
bathroom is extremely important to guests.

When cleaning the bathroom, the GRA should follow basic rules.

Module 2 Lesson 1
Session Objectives
At the end of this session, you will be able to: 

Learn what a Room Assignment Sheet is

Determine the order in which to clean their assigned room
Introduction

The Front desk provides detailed information about occupancy and condition of
guestrooms to the Housekeeping as to which rooms will require service on a given day. The
Executive Housekeeper or Supervisor uses this information to control work progress and plan
the room assignment for Guestroom Attendants.

The number of rooms assigned to a Guestroom Attendant is based on the property’s

work standards for specific types of room and cleaning tasks.

The Room Assignment Sheet

The Room Assigment Sheet is a standard form which provides information on the room
number, room status, par allocation, and cleaning time.

The column will tell you the rooms you will clean, the status of the rooms, and supplies
that you will need.

The Guestroom Attendant uses the Room Assignment Sheet to schedule the workday
and to report the condition of each assigned room at the end of the shift. After thorough review
of the Room Assigment Sheet you will have a sense of where to start your day. You have to
keep in mind that in setting your priority in cleaning the room, you should always consider the
order that best helps the guests.

The order in which room to clean is determined by the status of the rooms listed on each
Room Attendant's assignment sheet. The Room Assignment Sheet generally uses simple terms
to indicate room status using codes. This is used to avoid double booking or assigning out-of-
order rooms to guests.

Codes used in the Room Assignment Sheet:

C/O - Check-out-rooms. The guest has settled his/her account, returned the room keys, and
left the hotel. One exception to this is the room where the guest is requesting for an early
makeup of the room.

The C/O rooms are usually cleaned first so the front office can resell the room as a guest
arrives.

MUR - Make up room.

Occ - Occupied Room where guest is requesting service

VD - Vacant Dirty.

OOO - Out-of-Order. The room needs immediate repair

VC - Vacant Ready. The room has been cleaned and inspected.

S/O - Stay Over. The guest is not scheduled to check out that day.

D/O - Due out. The room is expected to become vacant within the day.

DND - Do not Disturb. The guest has requested not to be disturbed.

 C/I - Check in. The guest has registered

When you receive your Room Assignment Sheet from your Supervisor, write down important
information such as: your name, floors where rooms are to be cleaned, work schedule,
comments about each room and room items needing repair