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College Course > FLO: LESSON 1-2 > Flashcards

FLO: LESSON 1-2 Flashcards

1
Q

It refers to upkeeping and maintenance of cleanliness and order in house or a lodging establishment such as inn, hotel, apartel, condominium, resort, dormitory or a hospital.

A

Housekeeping

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2
Q

Responsible for administering housekeeping maintenance and for ensuring that everything is in order.

A

Housekeeper

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3
Q

They sees that all the guest are comfortable, safe and protected from disease causing bacterias

A

Housekeeper

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4
Q

IMPORTANCE OF HOUSEKEEPING

A

It plays very important role to the SUCCESS and GROWTH of the hospitality industry. Guest today is very conscious of the quality not only service but they expect a clean safe and pleasant environment.

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5
Q

are the best result of housekeeping practice which are actually “atmosphere and attitude setter” of the property

A

Proper Environment Conditions

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6
Q

TYPES OF HOUSEKEEPING

A
  1. Domestic Housekeeping
  2. Institutional Housekeeping
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7
Q

Housekeeping maintenance in the house. It covers bedrooms, dining area, kitchen, receiving area grounds, and the surrounding areas in the house.

A

Domestic Housekeeping

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8
Q

Housekeeping maintenance in commercial lodging establishment like resort, hotels, inn and apartels

A

Institutional Housekeeping

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9
Q

INSTITUTIONAL HOUSEKEEPING COVERS THE FOLLOWING AREAS:

A

• Guest rooms
• Hallways and Corridors
• Lobby
• Public areas
• Offices
• Stairways
• Grounds and plants
• Linen and laundry area
• Pest Control

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10
Q

This are not included because these are handled by food and beverage department.

A

Kitchen and dining areas

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11
Q

SCOPE OF HOUSEKEEPING MAINTENANCE

A

• Public Areas
• Room Maintenance
• Linen and Laundry
• INSTALLATION, CLEANING AND MAINTENANCE OF FURNITURES AND FIXTURES AND FACILITIES LIKE FURNITURE AND APPLIANCES
• PEST CONTROL

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12
Q

Responsible for maintaining a smooth and efficient flow of operations in the housekeeping department; sees to it that the housekeeping maintenance is carried out accordance with prescribed standard and policy.

A

Executive Housekeeper

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13
Q

EXECUTIVE HOUSEKEEPER ARE RESPONSIBLE OF

A

a. Planning and Problem Solving Functions
b. Organizing Functions
c. Leading and Directing Functions
d. Controlling Functions
e. Guest Relations

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14
Q

Directs and controls room keeping activities including room make up, installation of mini bar and other room amenities; ensure conformity to prescribed room keeping standard and policies.

A

Room maintenance supervisor

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15
Q

Directs and controls all activities concerning public area maintenance and ensures conformity to prescribed housekeeping standards and policy

A

Head Houseman or Public Supervisor

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16
Q

Attends to the maintenance and upkeep of all guestroom and services area assigned to him/her

A

Room boy, Chambermaind or Room attendant

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17
Q

Performs mini bar installation, listing replenishing, inventory taking, stocking, requisitioning and other related functions

A

Minibar Runner/Attendant

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18
Q

Responsible for the upkeep and maintenance of cleanliness and orderliness in public area assigned to him

A

Houseman

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19
Q

Responsible for cleaning, care and maintenance of ladies comfort rooms and locker rooms

A

Powder Girl

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20
Q

Responsible for maintaining the grounds including the plants and landscape

A

Gardener and Ground Maintenance Crew

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21
Q

7 STANDARD OF GOOD HOUSEKEEPING

A
  1. CLEANLINESS
  2. ORDERLINESS
  3. SANITATION
  4. GUEST AND CLIENT COMFORT
  5. EYE APPEAL
  6. SAFETY
  7. MATERIALS CONTROL AND PREVENTIVE MAINTENANCE
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22
Q

HOUSEKEEPING LEVEL

A
  1. Managerial Level
  2. Supervisory Level
  3. Operational Level
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23
Q

He/She is responsible and accountable for the total cleanliness and aesthetic upkeep of the hotel. Supervises all housekeeping employees, has the authority to hire or discharge subordinates, plans, and assigns work assignments, informs new employees of property regulations, inspects completed assignments, and requisitions supplies

A

Executive Housekeeper/ Manager of Housekeeping

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24
Q

QUALIFICATIONS OF EXECUTIVE HOUSEKEEPER

A

Bachelor’s degree plus one year of housekeeping experience, including some supervisory training/ experience

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25
Q

QUALIFICATIONS OF ASSISTANT HOUSEKEEPER

A

Bachelor’s degree/certificate in a related major and 3-5 working experience, especially in hospitality

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26
Q

have final responsibility for the condition of guestrooms. Each floor housekeeper is assigned three or more floors

A

Floor Supervisor

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27
Q

How many rooms does hotel employ on one made?

A

12-15 rooms

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28
Q

Where does Guestroom Attendants/Room maids/Chambermaids report to?

A

Floor Supervisor. In small hotels they may report to the assistant housekeeper directly

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29
Q

involves heavy physical work as assigned, such as carpet cleaning, window cleaning, carrying heavy pieces of furniture, washing public areas, garbage clearance, and also complimenting the work of room attendants on guest floors

A

Houseporters/Housepersons/Houseman

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30
Q

Houseporters/Housepersons/Houseman reports to?

A

The Head House-person or The Public Area Supervisor

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31
Q

They are responsible for mending and stitching uniforms, linen, and upholstery, respectively. They also replenish upholstery that requires replacement

A

Tailors/ Seamstresses/ Upholsterers

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32
Q

Tailors/ Seamstresses/ Upholsterers reports to?

A

The Linen Room Supervisor

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33
Q

Keeps all lobbies and public facilities (such as lobby restrooms, telephone area, the front desk, and offices) in a neat and clean condition. Promotes a positive image of the property to guests and must be pleasant, honest, friendly and should also able to address guest requests and problems.

A

Public Area Attendant

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34
Q

She/he leads a team of gardeners in maintaining the landscape, gardens of the hotel as well as in supplying flowers from the gardens for flower arrangements in the hotel. Flowers are used largely by the house-keeping department to aesthetically enhance various areas of the hotel.

A

Horticulturist

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35
Q

She/he leads a team of gardeners in maintaining the landscape, gardens of the hotel as well as in supplying flowers from the gardens for flower arrangements in the hotel. Flowers are used largely by the house-keeping department to aesthetically enhance various areas of the hotel.

A

Horticulturist

36
Q

HOUSEKEEPING DEPARTMENT PERSONNEL

A
  1. Executive Housekeeper
  2. Assistant Housekeeper
  3. Floor Supervisor
  4. Public Area Supervisor
  5. Housekeeping Night Supervisor
  6. Guestroom Attendant/Chambermaid
  7. Houseman
  8. Tailors/Seamstresses and Upholsterers
  9. Public Area Attendant
  10. Horticulturist
  11. Florists
  12. Laundry Manager
  13. Laudry Attendant
37
Q

is a trait that is highly valued in the workplace. This includes specialized skill, good judgment, polite behavior, honesty, and integrity

A

Professionalism

38
Q

being able to manage and handle differences in opinions and always seeking win-win resolutions.

A

Ability to manage conflict

39
Q

ability to choose the best course of action in situations while considering the needs and perspective of others

A

Ability to solve problems

40
Q

being able to speak with clarity and directness and the same time being sensitive to the need of the receiver.

A

Ability to communicate clearly

41
Q

ability to hear other people’s perspective by setting aside judgment

A

Ability to listen

42
Q

being able to do the things you say you will do.

A

Demonstrate responsibility

43
Q

being able to face the consequence of your action and not blaming others

A

Being accountable for your actions

44
Q

being able to show people that you value them and their contribution

A

Showing appreciation

45
Q

being able to show people that you value them and their contribution

A

Showing appreciation

46
Q

ability to be open to new and different way of doing things

A

Flexibility

47
Q

INTERPERSONAL SKILLS

A
  1. Ability to manage conflict
  2. Ability to solve problems
  3. Ability to communicate clearly
  4. Ability to listen
  5. Demonstrate responsibility
  6. Being accountable for your actions
  7. Showing appreciation
  8. Flexibility
48
Q

the ability to cope with change.

A

Adaptability

49
Q

being aware of your own values, needs, and emotions and their impact to your behavior

A

Self-awareness

50
Q

the ability to work autonomously and to motivate and monitor oneself. It also includes the ability to acquire new information and skills related to work

A

Self-management or self-development

51
Q

the ability to build relationship based on mutual trust and respect

A

Relationship management

52
Q

being in tune with other’s feelings and needs

A

Social awareness

53
Q

INTRAPERSONAL SKILLS

A
  1. Adaptability
  2. Self-awareness
  3. Self-management or Self- development
  4. Relationship management
  5. Social awareness
54
Q

Personal Attributes of Housekeeping Staff

A
  1. Pleasant Personality
  2. Physical Fitness
  3. Personal Hygiene
  4. Grooming
  5. Memory
  6. Punctuality
  7. Honesty
  8. Eye for Detail
  9. Cooperation
  10. Courtesy
  11. Loyalty
  12. Tact & Diplomacy
  13. Adaptability
  14. Calm Demeanor
  15. Right Attitude
55
Q

A housekeeper should have __________________so that he/she can impress the guests that arrive in the hotel. His behavior should give a positive impact on the guests of the hotel

A

Pleasant Personality

56
Q

He should always welcome the guests with a smile and he should also be charming. The voice pitch should be maintained, it should not exceed the specified limit.

A

Pleasant Personality

57
Q

Most works are manual in nature. He/she should possess a strong heart and good feet

A

Physical Fitness

58
Q

HK is 24/7 service, they may need to handle heavy equipment. ______________means a lot more in HK

A

Physical fitness

59
Q

Clean hair and manicured fingernails. No body and mouth odor
Report to doctor in case of infections, cuts, or bruises

A

Personal Hygiene

60
Q

Uniform of the staff should be clean and good looking. HK staff must maintain a high standard of ___________ as it reflects the hygiene standards of hotel.

A

Personal Hygiene

61
Q

Absolutely essential for staff that comes in guest contact. Clean crisp uniform, light make up, fresh light cologne spray

A

Grooming

62
Q

No jewelry except for small tops and wedding ring. Hair tied in a bun or kept short

A

Grooming

63
Q

Dress code to be maintained as per the protocol of the particular organisation. Uniform of staff should must be well ironed and well tucked

A

Grooming

64
Q

is an essential asset in housekeeping staff, particularly when
dealing with regular guests and repeat customer

A

Memory

65
Q

A staff member who remember a guest’s like, dislikes, needs, and wished will be tremendous

A

Memory

66
Q

is also important. If an employee is continually late for duty, it shows lack of interest in the work and a lack of respect for the management and guests.

A

Punctuality

67
Q

Respect for time during working hours will reflect on the employee’s work and help to create an impression worthy of appreciation.

A

Punctuality

68
Q

This is very essential attribute of housekeeping staff, especially room attendant, who have direct access to guest room

A

Honesty

69
Q

Guest belongings sometimes valuable are found lying around in the rooms the temptation to theft are great, it is only the personal quality discipline and integrity that checks this temptation

A

Honesty

70
Q

This is one of the foremost attributes that housekeeping staff must possess. They must be able to take into consideration minute details that a layman may let go unobserved

A

Eye for Detail

71
Q

The power of critical observation is what distinguishes good service from average. Room attendants need to have it in order to make up a flawless guestroom and housekeeping supervisors need to have a keen sense of observation to inspect these room for perfection. Furthermore, the whole property must be continually scrutinized by the housekeeping department for proper care and maintenance

A

Eye for Detail

72
Q

Housekeeping staff must cooperate not only with each other, but also with the staff of other departments. This is essential, since housekeeping involves a lot of team-work for efficient functioning

A

Cooperativeness

73
Q

If there is any lack of cooperation and coordination, it indirectly affects the guest and hampers efficiency

A

Cooperativeness

74
Q

A housekeeping employee should extend ___________ to both guest and colleagues. It is essential that while dealing with guests, the staff be humble and polite Housekeeping staff should never argue with a guest and, if they cannot deal with the situation, it should be referred immediately to a senior member of the team

A

Courtesy

75
Q

Guests will always remember pleasant and charming staff, as this adds to the guest’s positive experience in a hotel

A

Courtesy

76
Q

An employee’s first obligation and loyalty are to the establishment in which they are employed and to its management

A

Loyalty

77
Q

A situation should never arise when employees use guests as their sounding board. They should respect the policies and decisions of the management

A

Loyalty

78
Q

Housekeeping staff come into close contact with various kinds of guests.
Some guest may make unusual requests or complaints. Sometimes guests may be fussy and demand service that override management policies

A

Tact and Diplomacy

79
Q

It requires a lot of _________________ on the part of housekeeping staff to handle such guests at their level, since under no circumstances can they be rude to a guest or hurt his/her sentiments. Staff needs to be trained in handling guests who make such requests

A

Tact and Diplomacy

80
Q

This is an important quality in housekeeping staff. They should be willing to try out and experiment with new ideas. The staff should accept and adapt to change willingly and should welcome such innovations

A

Adaptability

81
Q

The entry of foreign hotel chains into India has brought about an immense
sense of competition, due to which hotels in India are now trying out more innovative methods and materials in housekeeping

A

Adaptability

82
Q

Housekeeping staff may be faced with various kinds of emergency situations, and it is essential that they remain calm so as to do their best in coping with the problem in hand

A

Calm Demeanor

83
Q

If they panic during an emergency, their anxious demeanor could become contagious and be passed on to guest and colleagues. A ______________helps employees to think rationally themselves and to display their presence of mind

A

Calm Demeanor

84
Q

Most management agree that a candidate with the ________________ is more of an asset to them than a candidate who has the skills but the wrong attitude. The candidate with good attitude displays an even temper, courtesy, and good humor, and does not betray displeasure even in the most difficult of times

A

Right Attitude

85
Q

They learn from their mistakes and are always optimistic. The employee with the ____________ is proactive and anticipates the guests needs and wishes

A

Right Attitude

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