Housekeeping Exam

Question 1

Write 3 customer satisfaction tips.

Answer 1

1. Develop customer service communities
2. Make employee satisfaction a priority
3. Provide multichannel support

Question 2

Write 4 customer contact points in a hotel.

Answer 2

1. Telephone
2. Front desk
3. Room
4. Public Area

Question 3

What is the customer handling procedure?

Answer 3

1. Stay Calm
2. Listen
3. Be kind
4. Acknowledge the issue
5. Apologise and Thanks
6. Ask questions
7. Make it Speedy
8. Follow up

Question 4

What are the 4 major departments in a hotel?

Answer 4

1. Housekeeping Department
2. Front Office Department
3. Food and Beverage Department
4. Kitchen Department

Question 5

Write 4 major roles in the housekeeping department.

Answer 5

1. Maintaining overall cleanliness
2. Manage laundry and linen
3. Control pests
4. Maintaining the interior decoration

Question 6

What are the 3 areas belong to the room division department?

Answer 6

• Front Office
• Housekeeping
• Laundry Services

Question 7

Write 3 responsibilities of an ex. Housekeeper.

Answer 7

• Directing the cleaning
• Handling customer services
• Work schedules preparing

Question 8

Write 3 responsibilities, Housekeeping Supervisor

Answer 8

• Responsible for the Performance of the Housekeepers
• Supervise Housekeepers
• Schedule and supervise deep cleaning

Question 9

Write 5 duties of the Housekeeping department

Answer 9

• Maintain overall cleanliness
• Perform cleanliness duties efficiently
• Use good quality
• Manage laundry and linen.
• Inspecting guest areas

Question 10

Write 3 types of keys

Answer 10

1. Grand master key - GM, Duty manager, Executive Housekeeper (Can open all double-locked)
2. Master Key - Executive Housekeeper (Opens doors on one floor, single-locked.)
3. Floor key - Floor Supervisor

Question 11

Name 4 public areas.

Answer 11

• Entrance
• Lobby
• Gym
• Restaurant

Question 12

Write 5 types of chemicals used in cleaning

Answer 12

• All Purpose
• Toilet bowl cleaner
• glass cleaner
• Disinfectant
• Floor sealer

Question 13

Write 4 points found in the SDS.

Answer 13

• How to use
• How to dispose
• How to Storage
• First aid

Question 14

Give 4 examples of labelling definitions.

Answer 14

• toxic
• Flammable
• harmful
• Corrosive

Question 15

Write 4 safe use icons.

Answer 15

• Wear protective gloves
• Wear protective gloves and a mask
• Rings hands after use
• keep away from eyes

Question 16

Type of guest.

Answer 16

• Repeat guest
• Backpacker
• Business Travellers
• Leisure Travellers

Question 17

Housekeeping Staff Structure.

Answer 17

1. Executive Housekeeper
2. Assistant Housekeeper
3. Senior Supervisor
4. Floor Supervisor
5. Room Attendant
6. Public Area Supervisor
7. ## Desk Attendant
8. Laundry Manager
9. Laundry Supervisor
10. Laundry Attendant
11. Tailor

Question 18

Write 4 types of external customers.

Answer 18

1. Loyal customer
   * These customers are completely satisfied and long-term customers.
2. Impulsive customer
   * These customers are the best customers to upsell and do not have a specific shopping list.

3.Discount customers
* These customers buy more when discounts are offered and These customers buy cheaper products.

4. Wandering Customer
   * These customers are sometimes not sure what to buy.

Question 19

Lost and found procedure.

Answer 19

An item lost by a guest in a room or common area identified by staff is called a “Lost and Found” item.

Handling process:
* Inform the housekeeping department immediately.
* The item should be entered into the lost and found register.
* Attach a lost and found label and store the item

Storage Time:
* Stores valuables items for 1 year. (jewellery, wallet, documents).
* Store Non-valuable items for 3–6 months. (clothes, shoes, bags).
* Store Perishable materials for 24 hours. (food items).