Housekeeping Exam Flashcards
• Develop customer service communities • Make employee satisfaction a priority • Provide multichannel support
Write 3 customer satisfaction tips.
- Develop customer service communities
- Make employee satisfaction a priority
- Provide multichannel support
Write 4 customer contact points in a hotel.
- Telephone
- Front desk
- Room
- Public Area
What is the customer handling procedure?
- Stay Calm
- Listen
- Be kind
- Acknowledge the issue
- Apologise and Thanks
- Ask questions
- Make it Speedy
- Follow up
What are the 4 major departments in a hotel?
- Housekeeping Department
- Front Office Department
- Food and Beverage Department
- Kitchen Department
Write 4 major roles in the housekeeping department.
- Maintaining overall cleanliness
- Manage laundry and linen
- Control pests
- Maintaining the interior decoration
What are the 3 areas belong to the room division department?
- Front Office
- Housekeeping
- Laundry Services
Write 3 responsibilities of an ex. Housekeeper.
- Directing the cleaning
- Handling customer services
- Work schedules preparing
Write 3 responsibilities, Housekeeping Supervisor
- Responsible for the Performance of the Housekeepers
- Supervise Housekeepers
- Schedule and supervise deep cleaning
Write 5 duties of the Housekeeping department
- Maintain overall cleanliness
- Perform cleanliness duties efficiently
- Use good quality
- Manage laundry and linen.
- Inspecting guest areas
Write 3 types of keys
- Grand master key - GM, Duty manager, Executive Housekeeper (Can open all double-locked)
- Master Key - Executive Housekeeper (Opens doors on one floor, single-locked.)
- Floor key - Floor Supervisor
Name 4 public areas.
- Entrance
- Lobby
- Gym
- Restaurant
Write 5 types of chemicals used in cleaning
- All Purpose
- Toilet bowl cleaner
- glass cleaner
- Disinfectant
- Floor sealer
Write 4 points found in the SDS.
- How to use
- How to dispose
- How to Storage
- First aid
Give 4 examples of labelling definitions.
- toxic
- Flammable
- harmful
- Corrosive
Write 4 safe use icons.
- Wear protective gloves
- Wear protective gloves and a mask
- Rings hands after use
- keep away from eyes
Type of guest.
- Repeat guest
- Backpacker
- Business Travellers
- Leisure Travellers
Housekeeping Staff Structure.
- Executive Housekeeper
- Assistant Housekeeper
- Senior Supervisor
- Floor Supervisor
- Room Attendant
- Public Area Supervisor
- ## Desk Attendant
- Laundry Manager
- Laundry Supervisor
- Laundry Attendant
- Tailor
Write 4 types of external customers.
- Loyal customer
* These customers are completely satisfied and long-term customers. - 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.
- Wandering Customer
* These customers are sometimes not sure what to buy.
Lost and found procedure.
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).
