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HOUSEKEEPING PRELIM > MODULE 1: The role of Housekeeping > Flashcards

MODULE 1: The role of Housekeeping Flashcards

1
Q

ROLE OF HOUSEKEEPING

The aim of hotels/establishments that offer accommodation is to provide their clients with_____, _____, ____, & that offer value for money

A

clean, attractive & welcoming surroundings

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2
Q

IMPORTANCE OF THE GUESTROOMS TO A GUEST

Primarily, a ____ the basic minimum expectation of any guest

A

neat room

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3
Q

IMPORTANCE OF THE GUESTROOMS TO A GUEST

The ‘basic necessities’ in a guestroom:

A
  • Internet
  • WiFi connectivity
  • Channel music
  • Television
  • Temperature control and so on
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4
Q

IMPORTANCE OF THE GUESTROOMS TO A GUEST

____ is a key factor with regard to guestrooms

A

Safety

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5
Q

ROLE OF HOUSEKEEPING

A survey carried out showed ____% travelers rated cleanliness % appearance as their first priority in their choice of hotels

A

63%

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6
Q

ROLE OF HOUSEKEEPING

The housekeeping department takes pride in keeping the hotel clean & comfortable as to create a?

A

“home away from home”

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7
Q

ROLE OF HOUSEKEEPING

Good housekeeping is considered as the ________ of accommodation sector

A

backbone

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8
Q

ROLE OF HOUSEKEEPING

Housekeeping is an ________ department of the hotel

A

operational

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9
Q

ROLE OF HOUSEKEEPING

The sale of rooms constitutes a minimum of ____% of these sales

A

50%

note: the days when the room remains unsold, there is a total loss of revenue

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10
Q

ROLE OF HOUSEKEEPING

The largest element of operating cost in the housekeeping department is ______

A

Labor

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11
Q

ROLE OF HOUSEKEEPING

Guest rooms are the?

A

heart of the hotel

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11
Q

ROLE OF HOUSEKEEPING

The housekeeping department is a ____ hour & ____ day operating

A

24 hour & 365 day

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12
Q

Responsibilities of the Housekeeping Department:

A
  • Bring comfort to guests
  • Cleanliness & general upkeep in all areas
  • Maintain inventory
  • To provide uniforms for all staff
  • Deal with lost & found articles
  • Provide & maintain decorations
  • To coordinate with the purchase department
  • Keep the G.M. & administrator informed of all matters
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13
Q

IMPORTANCE OF THE GUESTROOMS TO A GUEST

The doors of a guestroom should have a ________ operable from inside

A

double locking system

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14
Q

IMPORTANCE OF THE GUESTROOMS TO A GUEST

The various services offered by the hotel should be clearly indicated with explanation and intercom numbers in the literature on the house rules and in the ________ placed in each guestroom

A

information kits

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14
Q

IMPORTANCE OF THE GUESTROOMS TO A GUEST

____ being placed in the rooms is a necessity as well. A guestroom should also offer easy access to other guest service areas with clear directions to and from the room or elevator being posted in corridors

A

Fire-exit layout

15
Q

AREAS OF RESPONSIBILITY OF HOUSEKEEPING DEPARTMENT:

A
  • Guestrooms/Floors
  • Public Areas
  • Back of the house areas
  • Linen & Uniform rooms
  • Laundry: OPL (on-premises laundry)
  • OPL (off-premise laundry)
  • Florist
  • Extra room complimentary & supplies
16
Q

AREAS OF RESPONSIBILITY OF HOUSEKEEPING DEPT.

____ & ____ are responsible for the cleanliness maintenance & security of guestrooms & surrounding areas

Guestrooms/Floors

A

Room attendants & floor supervisors

17
Q

AREAS OF RESPONSIBILITY OF HOUSEKEEPING DEPT.

Front of the house areas:

Public Areas

A
  • swimming pools
  • parking area
  • club
  • food service area, etc
18
Q

AREAS OF RESPONSIBILITY OF HOUSEKEEPING DEPT.

Back of the house areas:

A
  • staff canteen
  • service elevator
  • locker rooms
  • administrative canteen
  • laundry
  • linen rooms
  • basement
  • store except kitchen since it’s cleaned by kitchen stewards
19
Q

AREAS OF RESPONSIBILITY OF HOUSEKEEPING DEPT.

What eoom is responsible for its functioning for the repairs and renewal of linen & for maintenance of proper inventory and stock recors of all linen items

A

Linen and Uniform rooms

20
Q

AREAS OF RESPONSIBILITY OF HOUSEKEEPING DEPT.

Linen rooms includes:

A
  • room linen
  • food service linen
  • soft furnishings
  • uniforms
  • bed & bath linen
21
Q

AREAS OF RESPONSIBILITY OF HOUSEKEEPING DEPT.

If the laundry is on premises, the guest laundry from the rooms is directly collected and delivered by the ________

On Premises Laundry

A

laundry ballet

22
Q

AREAS OF RESPONSIBILITY OF HOUSEKEEPING DEPT.

All the linen including the guest laundry is collected in the linen room from it is sent to the external laundry for washing

A

Off premises laundry

23
Q

AREAS OF RESPONSIBILITY OF HOUSEKEEPING DEPT.

It could either be given out for contract or be apart of the responsibility of the housekeeping department. Any banquet requirements like a backdrop for a wedding are done on contract

A

Florist

24
Q

Extra Room Complimentary & Supplies given out for guest use at no extra cost:

A
  • Iron
  • First-aid
  • Hot water bags
  • Ice bags
  • Thermometer
  • Hair Dryer

a request for extra beds should be routed through the F.O. since the guest would be charged extra for it

25
Q

3 Basic Service Level Categories:

A
  • Economy/Limited Service Hotel
  • Midrange Service Hotels
  • World Class Service/Luxury Hotels
26
Q

Hotel Divisions:

A
  • Revenue Center
  • Support Center
  • Front of the House
  • Back of the House
27
Q

Established a hotel’s reputation for cleanliness & quality

A

Importance of the Housekeeping Department

28
Q

Plays a vital role in building a relationship with the guests & ensuring a repeat visit as it is responsible for gues’ts comfortable stay

A

Housekeeping Department

29
Q

Communication between housekeeping and front office:

A
  • Written Communication
  • Computerized Communication
30
Q

Written Communication:

A
  • Occupancy report
  • Housekeeping status report
  • Room Status Discrepancy
31
Q

The use of computer terminal to ensure instant access to room status information

A

Computerized Communication

32
Q

Communication between housekeeping & maintenance:

A
  • Routine Maintenance
  • Preventive Maintenance
  • Scheduled Maintenance
33
Q

Coordinate processing of soiled napery & distribution of linens to the kitchen; keep hallways free from trays & food cart

A

Communication between the housekeeping and F&B

34
Q

Coordination of payroll, inventories, invoices, and budgetary parameters for cost percentages & productivity goals

A

Communication with Accounting

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HOUSEKEEPING PRELIM (5 decks)

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