STATUS

STATUS- condition of
rooms in the hotel
TERMINOLOGIES
USED IN
HOUSEKEEPING
Room types
1. Single or standard room- contains
one bed and is sold to one guest.
2. Double or twin room- has two single
beds that are good for two guest.
3. Twin double or doubleroom- contains
two double or queen sized beds
that may be occupied by two or
more guest.
• Triple room- can be
accommodated by three guest.

• Quadruple room- may contain two

double beds or four single beds
and maybe sold to four guests
• Family room- has at least one double bed
and air-conditioning unit and television.

• Deluxe room- has a higher rate and is

more luxurious and larger in area with high
standard facilities.

Suite- has even more luxurious design.

It It contains not just high quality
amenities and facilities, but also a
living living room
 ROOM STATUS
Abbrevi Room Meaning
ation Status
OCC Occupied A guest is currently
staying in the room
OR Occupied The room has been
and Ready cleaned and currently
occupied by a guest

OD Occupied The occupied room

and Dirty needs to be cleaned
VC Vacant and The room is cleaned,
Clean inspected and ready for
occupancy
VD Vacant and The guest has checked
Dirty out, but the room has
not yet been cleaned
R Ready The room is ready and
available for occupancy

C/I Check-in The guest has

registered in the room
 Skipper The guest has left the hotel
without settling his/her
account
DNC Did not The guest has settled his/her
O Check out account but has left without
informing the front office
C/O Check-out The guest has settled his/her
account, returned the room
keys and left the hotel
S/O Stay over The guest is not scheduled to
check out on that day
RS Room The guest refuses to conduct any
refuses housekeeping to the room he/she
Service is occupying
D/ Due Out The room is expected to be vacant
O during the day
DL Double The room has been locked so that
lock the guest cannot re enter until
he/she is cleared by a hotel
official.
OO Out of The room needs to be repaired
O Order immediately
DN Do not The guest occupying the room has
D Disturb requested not to be disturbed
DOOR SIGNS

Used as communication symbols too

indicate the special instructions for each
room
• DND – sign to express that guest does
not want to be bothered.

• Make-up room -sign the guest wants

• the room to be cleaned.
GUEST TYPES

1. Free Independent Traveler or

Foreign Individual Tourist

- This refers to guests who are

- traveling alone.
• JOINER

- Type of guest who stays with

another guest in the same room.
• VERY IMPORTANT PERSON

This is comprised of prominent guest

such as high ranking officials,
executives among others who require
special treatment. VIP guest must be
given utmost priority treatment from
their arrival, room service,
check out among others
Seatwork:
Give the room status of the following:
1. DNCO
2. OD
3. DL
4. VD
5. D/O
Identify what is described in each statement.

[Link] is a sign that is used by guest who do

not want to be bothered.

2. This sign is used by guest who do not

want to conduct services in their room

3. This refers to guest who are

traveling alone.
4. This is the type of guest who stays
with another guest in the same room.

5. This is comprised of prominent guest

such as high ranking officials and
executives.
Different Types of Linens in
Guest Rooms
BED LINENS

Types of Bed Linens

1. Bed Pad – a soft thin layer of
padding secured with a band
attached on is four corners that goes
directly on top of the mattress. This
is used to protect
the mattress and gives extra
comfort to the guest.
2. FLAT SHEETS-

Soft thin sheets composed of the

top sheet, second sheet and
bottom sheet that the guest
directly comes in contact with
3. BLANKET

Is a heavy type of sheet that goes

in between two flat sheets. This is
used not just to provide comfort to
the guest but also maintains the
correct body thermostat.
4. BED COVER

Is a heavy sheet placed on top of

the bed which is used to protect the
linens and make the bed look more
comfortable
5. UNDER BLANKET

Is a mattress protector that is

placed under the bottom sheet. It is
used to protect the mattress from
stains and moisture in its soft layer
added between the
sheet and mattress provides
extra warmth to the guest.
6. DUVET COVERS

Are put into the covers with minimum

handling of the cover for hygienic
reasons. The fastening maybe at the
top or bottom of the duvet depending
on the pattern. Fastenings should
ideally be at the bottom so that they are
not uncomfortable for the guest.
7. PILLOW CASES

Are placed on the pillow, the fold must be

over the pillow and placed on the bed
with the open side facing the middle of
the bed or away from the guest if
possible
8. BEDSPREAD

Is used on top of the made bed,

including over the pillows. Depending
on the design and decorative effect of
the duvet, a bedspread may or may
not be put on top of a duvet.
9. VALENCE

Also called as base cover or night

frill, covers the mattress base.
10. DUVETS

are made of synthetic filling or

natural materials like down or silk.
These are beddings used to cover
the bed.
11. PILLOWS

Are made of synthetic filling or

down
 TYPES OF BATH LINENS

1. Bath towels, hand towels and

face towels. Bath linens are
placed around the racks inside
the bathroom for the guest to
dry them after taking a bath.
2. BATH MAT

A small rug is placed outside a

bathtub or shower area for the
guest to stand and dry themselves
after taking a bath.
3. SHOWER CURTAIN

A curtain is placed outside the

bathtub or shower area to provide
privacy to the guest and to prevent
water from flooding outside.
4. BATHROBE

A piece of clothing that is wrapped

around the guest’s body after
taking a bath.
Butler Service in the
Hospitality Industry
Technical terms

• Butler- Hotel Personnel who provides

personalized service to guest

• Tactful- careful not to offend someone

 ROLES OF A BUTLER
1. House keeping attendant

2. Confidant

3. Guide

4. Concierge
 ROLES OF A BUTLER

3. Supervisor

4. Organizer

5. 5. Guest Relation Officer

DUTIES OF A BUTLER
1. Greet guest upon arrival

2. Make recommendations and

provide information about the hotel,
events in the area.

2. [Link] and book flights

and inland transport
 DUTIES OF A BUTLER
4. Attendto guest personal needs
such as shopping.

5. Launders and iron clothes for the

guest.

6. Clean and polishes shoes

for the guest
 DUTIES OF A BUTLER
6. Packs and unpacks luggage

7. Serves in-room breakfast and beverages

8. Organizes activities to meet the needs of

the guest
 ATTRIBUTES OF A BUTLER
1. Pleasing personality and well
groomed

2. Attentive and courteous

3. Tactful and discreet

 ATTRIBUTES OF A BUTLER
4. Resourceful and self directed

5. Fluent in hotel industry line of service.

6. Marketing skills
GROUP WORK:

• Discuss with the group members the

duties, roles and attributes of a butler.

• Role play the duties of a butler.

SEATWORK:
1. Enumerate and explain roles of
a butler in the first column. Then
write the attributes needed to
paly such roles.
Roles of a butler Attributes Needed
 Good Communication Skills
and Good Grooming/Personal
Hygiene of a Butler
• Eloquence-ability to speak and write
well.
• Rapport- relationship of mutual
understanding and trust
• Grooming- to make something neat
and attractive

• Hygiene- practices of a person

• pertaining to neatness and
cleanliness.
 Rapport Between Guest
Through Good Communication
Skills
 Two main types of
Communication
• 1. Verbal

• 2. Non Verbal
CHARACTERISTICS OF VERBAL
COMMUNICATION

[Link]

2. Tone

3. Pace
Non verbal Communications

1. Facial expression

2. Gestures

3. Body posture
 COMMUNICATION STANDARDS

1. Listening

• give full attention

• Show full interest
• Focus on the more important details
• and take note
 - Find ways to address such
 concerns
2. Knowing when to speak and
keep quiet

3. Keeping information about

guest confidential.

4. Communicating using

foreign language.
 GOOD GROOMING AND
PERSONAL HYGIENE
A butler must be committed to the highest
standards of service. All housekeeping
personnel are required to comply with a
standard of grooming and personal
presentation.
Personal Hygiene

• HAir and NAils- hair must be kept clean.

Hair must be prevented from falling.
• Nails must be clean at all times. Nails
must be properly manicured.
• freedom when moving. It should be
pressed and stain free.
• Jewelry - No jewelry is allowed except for
jewelry and watch.
• Cosmetics- only basic makeup is
encouraged for women just for them to
look clean and pleasant.
• Uniform- must be fit properly. It should
look good and enable comfort and
PACKING, UNPACKING,
STORING AND
PREPARING of GUEST
LUGGAGE
Technical terms

• Luggage- the bags or suitcases a

guest carries
• Crease- line, mark or fold in
clothes
• Mitten- covering for the hands
POINTS TO CONSIDER IN
TRANSFERRING
LUGGAGE TO A GUEST
ROOM
[Link] must not be thrown
around and must be properly
placed on the trolley. Double
stacking and falling of luggage
must be prevented. Some
luggage may contain fragile
and expensive items that
must be well taken care of.
[Link] luggage must always be
sufficient and in good condition.
A detailed sequence of luggage
delivery must be created. VIP
guest luggage must be
prioritized.
3. Liaison with housemen is
essential. Multiple housemen
are usually required to handle a
large volume of guest luggage.
Housemen must be advised not
to solicit gratuities or tips from
guest
UNPACKING GUEST LUGGAGE

1. The butler must ask permission

before touching the belongings of
the guest.
2. The condition of the luggage
must be checked.
3. Personal Protective Equipment such as
gloves must be used to touch the luggage
and its content.

4. The butler must choose a flat surface to

unpack the luggage.
5. Items that need to be ironed,
laundered and cleaned must be
separated. Items that need to be
laundered must be placed in a
laundry bag.

6. Shoes must be checked if

they need to be cleaned or
polished.
7. All toiletries such as make up
and hair care items must be placed
in the vanity area.

8. Any electronic devices such as

cameras and laptops must be
secured and placed on table or
shelf.
9. Hats, belts, scarves and other
accessories must be hung up on
the hooks found on the side of the
cabinet.

10. Shirts and sweaters must be

arranged on separate shelves
by color and length of sleeves.
11. Pants must be hung from the
waist of cuffs on the pants hanger.

12. The cabinet must be checked

for any misplaced item before
closing it.
STORING GUEST LUGGAGE

• Empty luggage maybe moved to

where every luggage is labelled to
identify the room it came from.
• Empty luggage may also be placed in
a designated area of guest rooms.
• Empty luggage may also be
• moved to rooms occupied by the
guest company.
PACKING GUEST
LUGGAGE
1. The butler must ask permission from
the guest before touching their
belongings.
2. Lay the items and the suitcase on a
flat surface. A list of items to be
packed may help to identify and
check whether all items are already
packed.
3. Use gloves when handling the
3. items.
4. All the necessary tools, equipment
and materials must be prepared. This
include luggage, zip lock bags, clothes,
toiletries, shoes and slippers, name tag
and mesh bag.
5. Sleep wear, sweater and other
casual wear may be rolled to fit small
spaces if possible. Each rolled item
must be placed at the bottom of
the suitcase.
7. Items must be packed one at a
time in a clockwise direction.
Seatwork:

Write TRUE if the statement is

correct. Otherwise, replace the
underlined word to make the
sentence correct.
1. Transferring luggage to the
guestroom is usually handled by
butlers.

2. Double stacking and falling of

luggage must be prevented.
3. A detailed sequence of luggage
delivery must be created.

4. The butler may or may not ask

permission before touching the
belongings of the guest
5. In cases that a luggage is
damaged, the guest or their staff
must be advised immediately.

6. Shoes must be checked if they

need to be cleaned or polished.
7. Shirt, trousers, coats, suits coats
and gowns must be placed in the
drawer.

8. Shoes must be placed at the top

of the wardrobe.
9. Colors must be arranged from
light to dark.

10. Items must be packed one at a

time in a counter- clockwise
direction.
Ethical Standards for
Guest Security and
Confidentiality
Technical terms
Divulge- give information to
someone
Incognito- disguise, keeping true
identity in secret
Ubiquitous-being seen everywhere
 RIGHTS AND PRIVILEGES OF
GUESTS
1. Security
2. Privacy
3. Confidentiality of obtained guest
information
 SECURITY OF GUEST

• Guest may leave their guest room

keys or key cards to their
personal hotel butler. A butler
must then be responsible not to
misplace or lose these keys.
 SECURITY OF GUEST

• Valuable items of guest may be

stored in security safe if guest
request to do so.
 SECURITY OF GUEST

• Unauthorized person must be

prevented from entering the guest
room or coming near the location
of the guest.
 SECURITY OF GUEST

• A butler may also be asked to

organize security arrangements
for VIP guest. These arrangement
may include crowd control,
vehicle access, among others.
 PRIVACY OF GUEST

• If guests wish to be alone, a

butler must adhere to these
requests.
• The location or guest room
number of the guest should not
be divulge.
 PRIVACY OF GUEST

• Other guest or other unauthorized

personnel must not be allowed to
enter the guestroom or come near
the location of the guest.
 PRIVACY OF GUEST

• Details about expected calls must

be gathered. Telephone calls
maybe diverted if guest especially
incognito guests asks a butler to
do so. A butler may politely
Say “we do not have any guest
with this name staying with us”
Coordinating with other personnel of the
hotel is also needed.
a. Security guards maybe asked to prevent
unwelcome access to the room or
location of the guest.
b. Housekeeping attendants maybe asked
to reschedule their tasks to give way to
gust privacy request.
c. Front office staff maybe asked to
hold the unwanted deliveries to
guestrooms.
 CONFIDENTIALITY OF OBTAINED
GUEST INFORMATION

• Any information said by the guest

must never be disclosed to
anyone.
• Anything seen from the guest
room and luggage must not be
divulged.
•
 CONFIDENTIALITY OF OBTAINED
GUEST INFORMATION

• However, if any of the items from

the guestroom and luggage pose
a danger or promote an illegal
activity, the management must be
immediately advised.
 CONFIDENTIALITY OF OBTAINED
GUEST INFORMATION

• A butler must not disclose any

observation about the guests
such as how they behave, treat
others, clean or organize their
rooms, among others.
SEATWORK:

TRUE or FALSE
1. Guest must not leave their guest
room keys to their personal hotel
butler.

2. Anyone may enter the guest

room or come near the location of
the guest.
3. A guest has the right to be free
from any interference from the
public.

4. A guest must never be left alone.

5. The location or guestroom

number of guest must never
be divulge
6. Telephone calls must not be
diverted if guests, especially
incognito guest ask a butler to do
so.

7. Housekeeping attendants maybe

asked to reschedule their task
to give way to guest privacy
request.
8. Any information said by the
guests must never be disclosed to
anyone.
9. If any of the items from the guest
room and luggage pose danger or
promote an illegal activity, the
management must be
immediately advised.
10. A butler may disclose any
observation about the guest such
as how they behave, treat others,
clean or organize the room, among
others to their co-employees.