Tle8 q2 w5 Household-Services-5
Tle8 q2 w5 Household-Services-5
Tle8 q2 w5 Household-Services-5
HOUSEHOLD SERVICES
Module 5
Participate in Workplace
Communication (PW)
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What I Need to Know
This module was designed and written with you in mind. It is here to help you
master in participating in workplace communication. The scope of this module
permits it to be used in many different learning situations. The language used
recognizes the different vocabulary level of students. The lessons are arranged to
follow the standard sequence of the course. But the order in which you read them
can be changed to correspond with the textbook you are now using.
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What I Know
Pre-Test
Directions: Choose the letter of the best answer. Write the chosen letter on your
TLE Notebook.
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6. It is a form used by housekeepers or room attendants to record the task done
during their shift.
a. Housekeeping daily assignment checklist
b. Maintenance request form
c. Housekeeping work order form
d. Guest room cleaning checklist
7. It is used whenever there are problems reported by the guest to the
housekeeping department.
a. Housekeeping daily assignment checklist
b. Maintenance request form
c. Housekeeping work order form
d. Guest room cleaning checklist
8. What kind of form toprepared by housekeeping in-charge and handed down to
the front desk to give them an update as to the status of each hotel room?
a. Guest room cleaning checklist
b. Stock requisition form
c. Lost property report
d. Housekeeping status report
9. It is used by the housekeeping supervisor to check, on a daily basis on how the
cleaning service for every guest room was done.
a. Housekeeping daily assignment checklist
b. Maintenance request form
c. Housekeeping work order form
d. Guest room cleaning checklist
10. It is an important document to keep track of records for lost and found items.
a. Guest room cleaning checklist
b. Stock requisition form
c. Lost and found slip
d. Housekeeping status report
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11. It is a gathering of two or more people that has been convened for the purpose
of achieving a common goal through verbal interaction, such as sharing
information or reaching agreement.
a. Meeting
b. Memorandum
c. Circular
d. Notice
12. A set of rules and standards that tell employees what is expected of them and
how they should act in various work situations.
a. Notice
b. House Policies/ House Rules
c. Newspaper
d. Meeting
13. It is a communication that contains directive, advisory or informative.
a. Meeting
b. Memorandum
c. Circular
d. Notice
14. It is a medium of communication (such as newspapers, radio or television) that is
designed to reach the mass of the people
a. Meeting
b. Memorandum
c. Mass Media
d. Notice
15. Which of the following statements showing a good attitude when receiving
gratuity from a guest?
a. Immediately count the money in front of the guest.
b. Thank the guest for the gratuity and immediately put in the pocket.
c. Ask for more gratuity from the guest.
d. All of the above
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Lesson
OBTAIN AND CONVEY WORKPLACE
1 COMMUNICATION
What’s In
Directions. Match the item in Column A with those in Column B. Put your answer on
yourTLE Notebook.
COLUMN A COLUMN B
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What’s New
Directions: Use the given clues below to fit in the crossword puzzle with the correct
words. Write your answer on your TLE Notebook.
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What is It
Concepts of Communication
Communication is the process of exchanging information and ideas through
a common system of symbol, signs or behavior. There are many means of
communication. To be an effective and valuable member of your workplace it is
important that you become skilled in all of the different methods of communication
that are appropriate.
The communication processfor communication to occur it must pass from a
sender to a receiver. This must occur irrespective of the form of communication. For
communication to be effective it must be understood by the receiver and be able to
be responded to. This means that total communication involves speaking, reading,
listening, and reasoning skills. As communications pass from the source to the
receiver there is plenty of opportunity for its original meaning to change or alter.
Therefore listening, reasoning and feedback is an important part of the
process as it is an opportunity for the sender to make sure the receiver has
understood the message. The other consideration is the “noise” associated with the
communication – what else is happening, what are the distractionsetc. Noise can
have a big impact on the message the receiver decodes.
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Barriers to Communication
In many communications, the message may not be received exactly the way the
sender intended and hence it is important that the communicator seeks feedback to
check that their message is clearly understood. Barriers can be specific terms that
can prevent communication within an organization. The skills of Active Listening,
Clarification and Reflection, which we will discuss shortly, may help but the skilled
communicator also needs to be aware of the barriers to effective communication.
There exist many barriers to communication and these may occur at any stage in the
communication process. Barriers may lead to your message becoming inaccurate
and you therefore risk wasting both time and/or money by causing confusion and
misunderstanding.
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Our body language and our attitude are important when we are communicating
with guest. You should:
Always make eye contact with the guest and smile
Use a pleasant tone of voice
Use hand gestures that accord with what you say
Maintain a distance that shows that you are listening attentively to the guest
without being too close or too far away.
Sources of Information
There are a lot of different sources of information available. These are the
following list that can be the sources of information:
Team members
Supervisor/ department heads
Suppliers
Trade personnel
Local government
Industry bodies
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Storing, Filing and Managing Information
and Forms
The focus on storing, filing and managing information and forms is to store
documents in an organized and secure way that still allows information or forms to
be found easily. Here is the filing system you need to know:
1. Manual Filing System – is a structured set of personal data that are accessible
according to certain criteria.
2. Computer-based Filing System – a system of organizing files that utilizes hard
drive space or network space. The system may either be computer software, an
Internet- based program, or a simple file and folder system on the desktop of a
computer.
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What’s More
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Lesson
PARTICIPATE IN WORKPLACE
In this lesson, you will learn about the workplace meetings and discussions
especially the house policy or house rules in hotel premises. It is important to follow
house policies and to promote them with your co-workers.
What’s New
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What is It
House Rules/ Hotel Rulesare a set of rules and standards that tell
employees what is expected from them and how they should act in various work
situations. Hotel follows different approaches in giving the best service it can provide
for its guest. Hotel house rules are designed to promote discipline among hotel staff,
thereby ensuring guest satisfaction in terms of comfort, safety, and security. Well-
mannered staffsare an asset of the hotel as they can help build hotel guests‟
contentment and trust. Every guest coming and checking in wants security thus
providing security is one of the most important duties of a hotel.
Housekeeping attendant shouldBE INFORMED about:
1. In- house rules on employee behavior, example: smoking, chewing gum, food,
personal telephone calls.
2. Unlawful conduct such as theft or destruction of property.
3. Company privileges such as discounts, meals, or use of specialized services.
4. Clothing or uniform.
5. Authorized access to facilities for personal and professional use.
6. Shift and pay information.
7. Gratuities/tips
Do not assume money/items left in stay-over rooms are gratuities.
Immediately report to your supervisor any money found in an unusual
location.
do not assume tips will be given
accepttips graciously, thank the guest and put gratuity away immediately upon
receipt.
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4. Talk with your co-workers to ensure common understanding
House Rules for Guest
House Rules serves as an agreement between the guest and the hotel which
rooms are permitted to be used by the guest. All guest when checking in should read
the house rules to prevent misunderstandings. It is a must to be familiar with the
house rules and to fully adhere to them because any violation of the house rules
means cancellation of reservation and charge of the full amount of price of
accommodation.
1. Check-in time: 2:00 PM/ Check-out time: 12:00 NN – Check-in time for overnight
stay is 2:00 PM while check-out time is 12:00 noon the following day. Late check-
out will be charged accordingly with extra payment. Guest who come in earlier
than the designated check-in time may stay at the hotel waiting area or at the
restaurant area at no additional cost.
2. Fifty percent (50 %) down payment is required to confirm reservation.
3. Rates are subject to change without prior notice.
4. Room capacity shall be strictly observed. An additional amount shall be charged
in excess of maximum occupancy.
5. When leaving the premises or before going out, please endorse room keys to the
front desk employee.
6. Please do not remove inventory items. Do not take indoor furniture outside. Any
items missing from inventory or any damages and losses of items inside the
rooms belonging to the hotel shall be charged to the room occupant.
7. The hotel is not liable for the lost, stolen, or damaged items. Please keep all your
valuables and do not leave your things unattended.
8. For security reasons, visitors are not permitted in the hotel guest room.
Hence, guests are advised to refrain from entertaining any person who is not
known to them.
9. Hotel shall respect your privacy at all times, however, illegal activities or
disorderly conduct inside the rooms and within the hotel premises are strictly
prohibited. The management reserves the right to eject any guests found
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engaging in fights or violence, found illegal drugs, or under the influence of
alcohol and disrupting the peace and order of the hotel.
Conducting a Meeting
Meeting is a gathering of two or more people that has been convened for the
purpose of achieving a common goal through verbal interaction, such as sharing
information or reaching agreement.Meetings may occur face to face or virtually, as
mediated by communications technology, such as a telephone conference call, or a
videoconference.
Team meetings are attended on time. Own opinions are clearly expressed and
those of others are listened to without interruption. Meeting inputs are consistent with
the meeting purpose and established protocols. Questions about simple routine
workplace procedures and matters concerning working conditions of employment are
asked and responded to.
What’s More
House Rules/ Hotel Rules are a set of rules and standards that tell employees
what is expected from them and how they should (1.) _______________in various
work situations. Hotel house rules are designed to promote(2.)
______________among hotel staff, thereby ensuring guest satisfaction in terms of
comfort, safety, and security. Immediately report to your supervisor any (3.)
________________ found in an unusual location. All guest when checking in should
read the house rules to prevent (4.) _______________. It is a must to be familiar
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with the house rules and to fully adhere to them because any (5.)
_________________ of the house rules means cancellation of reservation and
charge of the full amount of price of accommodation.
Lesson
COMPLETE RELEVANT
3 WORK-RELATED DOCUMENTS
What’s New
Directions.Fill in the table with its appropriate answers based on the scenario below.
Write your answer on your TLE Notebook.
Mrs. Rosales at room 108 around 1:00 PM reported a problem in her room about the
defective air conditioning and malfunctioning room access key.
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What is It
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Lost property report; and
the guest to the housekeeping department. Common problems for maintenance are
faulty equipment, electrical issues, broken furniture, TV not working properly, etc.
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3. Housekeeping Work Order Form
Housekeeping Work Order formis used when there are requests for work to
be done.
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5. Lost and Found Slip
Lost and Found slip is an important document to keep track of records for lost
andfound items.
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6. Housekeeping Status Report
Housekeeping Status report is prepared by housekeeping department and
handed down to the front desk to give them an update as to the status of each hotel
room. The front desk then assigns rooms to arriving guests based on the occupancy
report.
Records Management
Records management refers to a set of activities required for systematically
controlling the creation, distribution, use, maintenance, and disposition of recorded
information maintained as evidence of business activities and transactions.
ISO 15489 defines Records Management (RM) as the field of management
responsible for the efficient and systematic control of the creation, receipt,
maintenance, use and disposition of records, including the processes for capturing
and maintaining evidence of and information about business activities and
transactions in the form of records.
The key word in this definition is “evidence.” Put simply, a record can be
defined as evidence that a particular event took place: a birth, an X-ray, a purchase,
a contract approval, the sending and receipt of an email. Records management is
primarily concerned with the evidence of an organization's activities, and is usually
applied according to the value of the records rather than their physical format.
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Basic Mathematical Process
For linen items like bed sheets, blanket, bath towel, the par stock is computedas
follows:
Required par quantities for bed sheets at 100 % occupancy
= Number of beds X 3 sheets per bed
= Quantity of bed sheets needed daily
= 1 par (for house set-up)
Total par stock required = par stock (1 par) X 4
Where 1 par goes to initial set-up
1 par to replenish the soiled items
1 par as clean stand-by
1 extra par as reserved stock for the stock shelves
To illustrate the calculation of par stock, let us assume that a 100-room hotel
has a 100% occupancy and is equipped with 2 beds per room. The linen
requirements will be computed as:
100 rooms X 2 beds = 200 beds
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Total bed sheets required per day = 200 beds X 3 linen per bed
= 600 (1 par)
Total requirements = 600 X 4 par
= 2400
Some hotels base their total requirements on a par of five rather than four in
order to avoid shortage, especially if the turnover is very frequent like in the case of
those accepting “short time” (guests stay for short period less than 8 hours)
What’s More
Activity 3 - Identification
Directions:Identify the type of forms needed to prepare the report for the following
scenarios. Choose the letter of the correct answer inside the box. Write the chosen
letter on your TLE Notebook.
A. Housekeeping status report
B. Lost and found slip
C. Guest room cleaning checklist
D. Housekeeping work order form
E. Maintenance request form
F. Housekeeping attendant‟s daily assignment sheet
_______1.Mr. Rosales at Room 107 left his purse and black scarf.He already left
the hotel as he was catching up with a meeting.
_______2.A guest complaint about her lost earrings in the bathroom early in
themorning.
_______3.Ms. Anna at room 145 reported a problem in her room about the faulty
air-conditioner.
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_______4. You have just arrived and received the list of tasks to be completed
during the day.
_______5.A VIP guest requesting for a set-up of event in her room as she celebrate
her birthday.
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10. Housekeeping status report is prepared by housekeeping department and
handed down to the front desk to give them an_______________as to the status
of each hotel room.
What I Can Do
manner.
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and effectively sustained
Total 15
Assessment
Post Test
Directions: Choose the letter of the best answer. Write the chosen letter on your
TLE Notebook.
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5. Which of these statements best defines good non-verbal communication?
a. Be polite to the guest.
b. Be willing to help when a guest approaches you.
c. Adapt your body language to what you are saying (posture, smile, etc.).
d. Look at the ground when speaking to guest
6. Which of the following statements best describes the importance of following
house policies?
a. To prevent employees from doing as they please
b. To know the law
c. To give guidelines for constant professional services
d. To be able to use the facilities for personal reasons
7. It is a gathering of two or more people that has been convened for the purpose of
achieving a common goal through verbal interaction, such as sharing information
or reaching agreement.
a. Meeting
b. Memorandum
c. Circular
d. Notice
8. A set of rules and standards that tell employees what is expected of them and
how they should act in various work situations.
a. Notice
b. House Policies/ House Rules
c. Newspaper
d. Meeting
9. It is a communication that contains directive, advisory or informative.
a. Meeting
b. Memorandum
c. Circular
d. Notice
10. It is a medium of communication (such as newspapers, radio or television) that is
designed to reach the mass of the people.
a. Meeting
b. Memorandum
c. Mass Media
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d. Notice
11. Which of the following statement showing a good attitude when receiving gratuity
from a guest?
a. Immediately count the money in front of the guest.
b. Thank the guest for the gratuity and immediately put in the pocket.
c. Ask for more gratuity from the guest.
d. All of the above
12. It is a form used by housekeepers or room attendants to record the task done
during their shift.
a. Housekeeping daily assignment checklist
b. Maintenance request form
c. Housekeeping work order form
d. Guest room cleaning checklist
13. It is used whenever there are problems reported by the guest to the
housekeeping department.
a. Housekeeping daily assignment checklist
b. Maintenance request form
c. Housekeeping work order form
d. Guest room cleaning checklist
14. What form is prepared by housekeeping department and handed down to the
front desk to give them an update as to the status of each hotel room.
a. Guest room cleaning checklist
b. Stock requisition form
c. Lost property report
d. Housekeeping status report
15. It is used by the housekeeping supervisor to check, on a daily basis on how the
cleaning service for every guest room was done.
a. Housekeeping daily assignment checklist
b. Maintenance request form
c. Housekeeping work order form
d. Guest room cleaning checklist
28
Additional Activities
Activity 6 - Solve Me
Directions:Solve the following problems with the data as reference. Show
your solution and write your answers on your TLE Notebook.
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Answer Key
What’s More
Activity 1 Activity 2
1. TRUE 1. b
2. TRUE 2. a What I Know
3. FALSE 3. d 1. d
4. FALSE 4. c 2. d
5. TRUE 5. a 3. c
Activity 1.2 Activity 3 4. c
A. 1. b 5. c
1. Memorandum 2. b 6. a
2. Circular 3. e 7. b
3. Notice 4. f 8. d
4. Information discussion 5. d 9. d
5. Follow-up 10.c
6. Face to face communication 11. a
B. 13. b
14. c
1. Use of jargon or unfamiliar terms
15. b
2. Emotional barriers
3. Physical barriers
C.
1. Team members
2. Supervisor
3. Suppliers
4.Trade personnel
5. Local government
6. Industry bodies
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Assessment
1. c
2. d
What I Have Learned
3. d
Activity 4
4. c
A
5. c
1. memorandum
6. c
2. circular
7. a
3. notice
8. b
4. Information discussion
9. b
5. follow-up
10. c
6. face to face communication
11. b
7. mass media
12. a
B.
13. b
1. use of jargon or unfamiliar term
14. d
2. emotional barriers
15. d
3. physical barriers
C
1. team members
2. supervisors
3. suppliers
4. trade personnel
5. local government
6. industry bodies
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References
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