HKOM- Prelims Flashcards
1
Q
- maintaining a house on a daily or long-term basis
- looks after cleanliness, tidiness, and upkeep
- keep it clean and organized so that it looks and feels pleasant and inviting
A
housekeeping
2
Q
importance/ very essence of housekeeping
A
paying attention to small things/ details can make a lot of difference in daily life
3
Q
housekeeping department structure
A
executive housekeeper
assistant housekeeper
floor supervisor
public area supervisor
linen room supervisor
desk control supervisor
4
Q
- accountable for orderliness, maintenance, cleanliness, and aesthetic upkeep of the hotel
- only oversees the operation of the whole department
A
executive housekeeper
5
Q
- manage resources given by executive to achieve common objectives of cleanliness
- oversees everything is done by every shift and reports it to the executive
- close in overseeing the whole housekeeping department
A
assistant housekeeper
6
Q
- oversees that the crew of attendants complete their assignments properly (assigned 10 attendants & required to check)
- communicates to the front desk regarding any special instructions for a guest’s room
A
room supervisor
7
Q
any special instructions for a guest’s room received by the room supervisor are noted on an __
A
room assignment sheet (given daily)
8
Q
- responsible for guest floor assigned
- scope includes guest room, corridors, staircase, and floor pantries of allocated floor
A
floor supervisor
9
Q
why are there only designated rooms?
A
consideration for large hotels
10
Q
room attendant vs. floor supervisor
A
RA: cleans and replenishes assigned room
FS: cleans whatever the attendant missed; final checking is done
11
Q
what happens when floor supervisors approve? no approval?
A
approval: relay to front desk that room is clean
no approval: no release of room
12
Q
- responsible for cleanliness, maintenance, and attractiveness of all public areas
- exs. bars, restaurant, swimming pool, car park
A
public area supervisor
13
Q
under public area supervisors, they can only touch areas where guests come and go
A
attendants
14
Q
examples of public areas
A
- bars
- restaurant
- swimming pool
- car park
15
Q
- the ones who do the actual cleaning
- aka chambermaids/ room boys
A
room attendant
16
Q
procedure done by room attendants upon entering:
A
- knock three times
- introduce yourself and mention your department
- upon entering, double-check the room
17
Q
- cleans wall & carpet, wash walls, removes trash, recycling, clean floors and high & hard to reach areas
- focuses on wall and floors
- may work as linen runners (take soiled linen and transport)
- there is only a specific area to be cleaned compared to room attendant
A
houseman
18
Q
houseman is also known as
A
linen runners (main job: take soiled linen and transport)
19
Q
- aka lobby attendant
- clean all public spaces on the property
- all areas used by guests inside the property other than guest rooms (CR is also assigned to them)
- assigned to BOH areas
A
public area attendant
20
Q
public area attendant is also known as
A
lobby attendant
21
Q
TRUE/ FALSE: a houseman is assigned all areas used by guests inside the property other than the guest room. CR is also assigned to them
A
FALSE (houseman- public area attendant)
22
Q
in a banquet hall, they are the ones who clean and change the curtains/ windows since the F&B department is the one assigned
A
public area attendant
23
Q
- to be able to check/ clean any aspect of housekeeping at night
- responsible and accountable at night for smooth housekeeping
A
night supervisor
24
Q
- nonmanagement personnel
- solely responsible for acquisition, storage, issuance, and cleanliness of linen
- huge task to keep track of all linen types
A
linen room supervisor
25
start and the end of inventory of linen room supervisor should be done through a ___.
tally
26
- helps supervisor by actually issuing linen and filling records
- perform laundering tasks in a hotel that has on-premise laundry
- washes and irons
- handwash only for delicate items
linen room attendant
27
- provides clean serviceable uniforms to staff
- keep an inventory control on various uniforms at various stages of use
uniform room supervisor
28
- can be laundry attendant supervisor
- issues uniforms while receiving soiled uniforms
- sometimes do laundering tasks
- involves treatment of different soilage
uniform room attendant
29
TRUE/ FALSE: uniform room attendant can also be a laundry attendant supervisor
TRUE
30
- responsible for all laundry operation
- make sure laundry is operating efficiently
- training needed
- handles all wet and dry laundry
laundry manager
31
- fabricate items for draperies to bed coverings and uniforms
- help folding and ironing
- responsible mending and repairing fabric items
seamstress
32
- aka desk control supervisor
- answer phone and relay messages, assist with other matters regarding office operations
- BOH staff
clerical staff
33
clerical staff is also known as
desk control supervisor
34
functions of housekeeping
- provide clean, comfortable, and safe surroundings
- maintain and organize
- obtain optimal room safety
- fulfill guest's preferences
- develop effective cleaning practice
- create appealing and desirable room
- maintain property's interior
35
two types of housekeeping
domestic- refers to home/ house maintenance
institutional- cleanliness, upkeep, and maintenance of establishments
36
scope of houskeeping maintenance
1. guest room maintenance
2. maintenance of public areas
37
guest room maintenance
- hallways in guestroom areas
- service stations (certain areas to entertain; use phone)
- linen room
38
maintenance of public areas
- provide linen/ laundry
- installation, cleaning, and maintenance of fixtures and facilities
- pest control
39
eight (8) housekeeping good standards
1. cleanliness
2. orderliness
3. sanitation
4. guest's and client comfort
5. eye appeal
6. safety
7. material control and preventive
8. guest relations
40
TRUE/ FALSE: housekeeping is not only about cleaning, there is no guest interaction.
FALSE (no guest interaction- there is guest interaction)
41
housekeeping area of responsibility:
1. room (suite, deluxe, superior, standard)
2. public area (entrance, lobby, front desk, corridor)
3. other areas (dining area, banquet & conference, sales and admin, parking and front area)
42
housekeeping area of responsibility- ROOM
- suite
- deluxe
- superior
- standard
43
housekeeping area of responsibility- PUBLIC AREAS
- entrance
- lobby
- front desk
- corridor
44
housekeeping area of responsibility- OTHER AREAS
- banquet and conference
- dining hall
- sales and administration
- parking and front area
45
public area responsibilities
a) workable schedule
b) conduct regular inspections (day to day basis; PA supervisor should check)
c) contact cleaning
d) provide tools and equipment
46
it means to ensure cleanliness before people go out
workable schedule
47
housekeeping responsibilities- room:
a) bedroom cleaning
b) bed-making
c) cleaning room
d) guest's laundry service
e) room service
48
operational activities of housekeeping
1. daily cleaning (special cleaning projects- focuses on one area)
2. night cleaning activities
3. general cleaning
49
skills acquired from other people
interpersonal skills
50
eight (8) interpersonal skills of housekeeping staff
1. manage conflict
2. ability to solve problems
3. communicate properly
4. ability to listen
5. demonstrate responsibility
6. be accountable for your actions
7. show appreciation
8. flexibility
51
how to handle the situation
ability to manage conflict
52
choose the best course of action and do not escalate
ability to solve problems
53
speak directly but be sensitive to guest's needs
communicate clearly
54
do the things you say you do
demonstrate responsibility
55
show that you value them and their contribution
show appreciation
56
be open to new and different way of doing things
flexibility
57
five (5) intrapersonal skills
1. adaptability
2. self-awareness
3. self-management/ self- development
4. relationship management
5. social awareness
58
means being able to cope with change
adaptability
59
ability to motivate and navigate oneself
self-management
60
build relationships on mutual trust and respect
relationship management
61
in-tune with feelings and needs
social awareness
62
- maintenance of healthy and hygienic conditions free from disease-causing organisms
- what appears to be clean may not always be sanitary
sanitation
63
TRUE/ FALSE: what appears to be clean may always be sanitary
FALSE
64
clean vs. sanitary
clean: free from visible soil/ dirt
sanitary: free from disease-causing organisms not visible to the eyes
65
separating, collecting, processing, marketing, and using a material that would have been thrown away
recycling
66
prevent the spread
proliferation
67
process of burning
incineration
68
dry waste/ rubbish
garbage
69
biodegradable garbage/ decaying
refusal
70
measures to prevent entry and proliferation of bacteria
- keep all parts of the house clean and free of dirt
- moist food and leftovers should be wrapped in plastic before thrown
- critical areas for public use should be sanitized with sanitizing detergents to kill existing bacteria
- use protective devices during cleaning
- person items by sick people should be segregated and sanitized
- avoid serving with bare hands
71
garbage and refuse management
- garbage and refuse should be kept in containers
- keep drain plugs in place, except when cleaning
- provide suitable facilities for washing of containers
- liquid waste from cleaning activities should be disposed of as sewage
- clean containers frequently to prevent rodents
72
garbage storage
1. cover and store garbage and refuse in a way that insects and rodents can't get to them
2. do not store unprotected (plastic or paper) bags outside the building
3. cardboard/ packaging materials do not contain wet garbage outside the building
4. G&R storage rooms must be made of easily cleanable, washable materials
5. store outside G&R materials on the switch surface of concrete. must be kept clean
73
refuse disposal
- must be disposed of as often asap and not allowed to overflow
- keep areas around incineration facilities clean and orderly
- do not place food scraps in protected sanitary containers
- report broken/ refuse containers
- do not stack refuse containers
- keep hands out of mechanized garbage disposal machines
74
advantage of recycling
- minimize use of landfills
- protect health and environment (harmful substances are removed from waste stream)
- conserve natural resources (reduce need for raw materials)
75
kinds of pests
rodents/ rats (causes jaundice and typhoid)
roaches
flies
mosquito
76
general control measures
- keep premises in a condition that prevent insects
- strong pest control program
- openings must be kept protected
77
licensed exterminators
- fumigation
- extra caution in pesticide and insecticide
- spraying must be conducted before and after food prep
78
licensed exterminators- spraying
* highly toxic/lightly toxic
% moderately low/ relatively non-toxic
79
applications of insecticide and pesticide
spraying
misting
fogging
80
dispensing on affected areas through sprayer/ compressed air sprayer
spraying
81
release pesticide with misting machine
misting
82
use gaseous form of pesticides from a fogging machine that can reach high/ unreachable areas
fogging
83
key handling and control
- keys for locker and cabinets should be in custody of stock clerk/ custodian
- custodian never lend keys to anyone
- room attendants are advised to attach keys to uniform
- turn over keys with proper endorsement
- never open room for joiners
- report lost keys to supervisor
84
room keys come in four sets
guest
housekeeping
front office
duty manager's desk
85
86
receiving and returning keys:
always log in and sign in logbook, to trace accountability
87
key not found:
change the lock set of the room to another room and floor
88
fire preventive measures
- discourage guest from cooking/ smoking inside room
- always add water to ashtrays
- always check if laundry room is unplugged
- emergency lights instead of candles
- do not overload electrical circuit
- have all frayed wires and defective fixtures changed
89
five (5) common danger spots that trigger accidents:
1. scattered rugs
2. electrical cords
3. bathtub/ showers
4. kitchen
5. stairway
90
common danger spots placed/ tucked on non-slid mats
scattered rugs
91
common danger spots keep them off the floor and fasten
electrical cords
92
common danger spots where non-slip mates should be used
bathtub/ showers
93
common danger spots for occasional spills and grease spots
kitchen
94
common danger spots that should be well- lighted
stairway
95
six (6) areas prone to sanitation
1. dirty surroundings
2. wet undisposed uncovered garbage
3. stagnant and dirty water
4. dirty crowded places
5. undisposed, uncovered leftovers
6. dirty and unsanitary pans
96
eight (8) fire safety facilities
1. fire alarm
2. fire sprinkler
3. luminous fire exit sign
4. safety instructions
5. fire smoke detector
6. fire fuse
7. fire extinguisher
8. exit locator chart
