Module 1: Coordinating/Staffing/Directing/Controlling/Evaluating

Question 1

Must have good technical, people, and conceptual skills

Answer 1

Executive Housekeeper

Question 2

Qualifications of an Executive Housekeeper:

Answer 2

• Supervision
• Leadership
• Communication
• Administration power
• Delegation

Question 3

The management function of implementing the results of planning and organizing at the level of daily housekeeping activities

Answer 3

Coordinating

Question 4

Involves recruiting applicants, selecting those best qualified to fill open positions and scheduling employees to work

Answer 4

Staffing

Question 5

Primary function is to communicate performance standards to employees

Answer 5

Training

Question 6

Trainers achieve this by following a four-step training method:

Answer 6

1. Prepare to train
2. Present (Conduct training)
3. Practice (Coach trial performances)
4. Follow up

Question 7

Most valuable asset

Answer 7

Human capital

Question 8

Considered to be Housekeeping’s biggest expense

Answer 8

Labour

Question 9

2 types of positions available in sceduling process

Answer 9

• Fixed staff positions
• Variable staff positions

Question 10

Those that must be filled regardless of the volume of the business

Answer 10

Fixed staff positions

Question 11

Filled in relation to changes in the hotel’s occupancy

Answer 11

Variable staff positions

Question 12

A scheduling and control tool to determing the total labor hours, the number of employees and the estimated labor expense needed to operate the housekeeping department when the hotel is at specific occupancy

Answer 12

Staffing Guide

Question 13

Involves supervising, motivating, training and disciplining individuals who work in the department

Answer 13

Directing

Question 14

Refers to the executive housekeeper’s responsibilities to design and implement procedures which protect the hotel’s assets

Answer 14

Controlling

Question 15

The art of stimulating a person’s interests in a particular job/subject inorder to challenge him/her to be attentive, observant, concerned and committed

Answer 15

Motivation

Question 16

Effective tools for appraisals

Answer 16

Rating scales

Question 17

To provide feedback to workers and to establish a basis for compensation based on the quality level performance

Answer 17

Employee Evaluation

Question 18

The combination of salary and wages, benefits, bonuses & any additional perks employees receive for performing their job

Answer 18

Employee Compensation

Question 19

Corrective actions for unacceptable or irresponsible behavior must be taken when necessary

Answer 19

Employee Discipline

Question 20

Most effective method of disciplining employees. Designed to correct a problem without formal disciplinary measures

Answer 20

Counselling session

Question 21

Process of progressive discipline addresses undesirable behavior and take strict measures for the repeated ones

Answer 21

Progressive Discipline

Question 22

4 basic steps of Progressive Discipline

Answer 22

1. Spoken warning
2. Written warning
3. Suspension
4. Termination