Unit 1 : House Keeping (Pre-Test questions & answers)

Appropriate Actions showed when accepting the guest :

1.) A housekeeping staff repeating the details of the request to the guest. 2.) A housekeeping staff writing down in verbatim what the guest is saying. 3.) A housekeeping staff taking notes while accepting a guest request.

A fully equipped accommodation, with kitchen, laundry room, business services, and housekeeping services.

Serviced Apartments

A guest is asking some questions regarding the hotel services. However, you are not 100 percent sure of the answer. The right way to handle this situation is by :

A.) Give your answer to the guest since you are more or less sure of the answer. B.) Tell the guest that you do not know the answer and continue with your task.

Why is the Housekeeping Department is deemed as the department responsible for lost and found items?

Because most lost items are found in the guest rooms.

Front Office Housekeeping Reservations Telephone

Concierge

Generally differentiates the GRA position to the Public Area Attendant position?

GRA's primarily cleans guest rooms while Public Area Attendants focuses on common area facilities.

Provide all items requested by guests

It is an accepted practice to deprive guests of items to save money.

Nature of guests requests can be categorized into:

Items and Services

A person is observed wandering around the hotel lobby. He does not approach the front desk and dismisses the staff when approached. He just paces around the hotel lobby, sitting and walking alternately across the entrance and the lounge chairs in the lobby. What action should a housekeeping staff do?

Report the person to the immediate supervisor or security because he had shown signs of suspicious behavior.

What is the primary mistake the staff did in making the explanation ?

Staff used a lot of technical terms without explaining the meaning.