HSK[WEEK 1-20]
-AIRAH CEHL
Items like cash, gadgets, and jewelry that are lost and found in a hotel are example of
what?
-valuables
It is an asset of the hotel as they can help build hotel guests' contentment and trust.
-well-mannered staff
Hotel rules are designed for _________
-A discipline
It is personal skills are the abilities and talents that exist within the individual, which aids
him or her in problem solving.
-Intrapersonal skills
Below are examples of tasks of a housekeepers except:
-offers a partnership in a business
Interpersonal skills or people skills are the life skills we use in communicating and
interacting with people. Below are examples of interpersonal skills except:
-ability to cope with change
Being able to face the consequence of your action and not blaming others for what had
happened means:
-being accountable for young actions
Interpersonal skills or personal skills are the abilities and talents that exists within the
person, which aids him or her in problem solving. Below are examples of intrapersonal
skills except:
-communicate clearly
Hotels have a mandatory ______________________________ rule for room attendant upon
entering the room.
-two-knock, three-announcement rule
It is allowed that the housekeepers should solicit or negotiate the amount with guest.
-False
The following are points to remember when servicing a guest room except:
-Clean from farthest point out
He/She is responsible for ensuring that the public area attendants or housemen are
doing their job in maintaining the cleanliness, orderliness, and upkeep of the aesthetic
image of all public areas.
-Public Area Supervisor
They are also called Chambermaids.
-Room Attendants
The executive housekeeper is the head of the housekeeping and serves several
responsibilities. Below are responsibilities of an executive housekeeper except:
-translate all hotel policies, procedures, and standards into housekeeping operations
The sequence for servicing of rooms has to be observed. What is the final sequence for
servicing rooms?
-checking the rom at once
Departure rooms should be cleaned first to prepare them for the next guest to come.
The next to be attended are rooms for the tags “Clean my Room” and the last to be
attended are the:
-rooms with occupants for check out
The following are bedroom amenities except:
-hair brush
Evening service or turndown is needed when:
-none of the above
These are examples of bathroom amenities except:
-linens
Early maid service or special guest request to clean the room should be attended
immediately to:
-all of the above
When checking into a hotel, it is a must that all guests should familiarize themselves
with the house rules. They are also required to fully adhere with it because any violation
would mean cancellation of reservation. Which of the following cases that might result
to guest cancellation of reservation?
-All of the above
The following are the common problems related to housekeeping except:
-employees complaint about the tip given by a guest
It is prepared by housekeeping department and handed down to the front desk to give
them an update as to the status of each hotel room.
-Housekeeping Status Report
In handling guest queries for information about the hotel products and services,
employees are expected to be:
-all of the above
In case the hotel cancelled accommodation due to guest violation, the guest will pay:
-50 % of the total for accommodation
Ms. Jaydel notice that the faucet in the Maderazo Hotel is not functioning. She
immediately report the faucet to the room attendant assigned to her room. As a room
attendant, what kind of form you are going to write the problem that the guest was
reported?
-Maintenance Request Form
Mrs. Umali decided to put “Do Not Disturb” sign in her room because she have many
things to accomplish. As a room attendant, what are you going to do if you want to
clean the room of the guest?
-None of the above
The last step in cleaning a guest room is:
-giving a final look to check everything
Guest is always right.
-True
Housekeeping and front office play an important role in managing housekeeping
activities. The following are purposes of housekeeping and front office forms except:
-use to evaluate performance of employees
It is a special service provided by the housekeeping department in which a housekeeper
enters a guestroom early in the evening to do second cleaning or tidying up the room,
re-stocking supplies, and turning down the bed.
-Turn-Down Service
To whom the room attendant inform if there were a problem that he can’t handle?
-Duty Manager
The use of this form is to establish a set of procedure that would ensure there will no
defects and any missing amenities for the guest.
-Housekeeping Work Order Form
He/She is employed on-site to mend uniforms, linens, and upholstery or repurpose
ripped linens into aprons and rags.
Upholster
It is not require to take the request of the guests.
False
It is the largest department of the hotel.
Housekeeping Department
In wiping surfaces while cleaning a guest room, it is important to use allotted wiping
cloth for each area to:
ensure cleanliness
A cleaning tool used to collect dust and dirt with a help of a broom.
dust pan
The following are cleaning equipment except:
glass cleaner
_________ is a brush used for cleaning sturdy dirt from floors and walls.
scrub brush
The standard number of bed sheets usually placed in the maid’s cart is ________.
2 per bed
The standard procedure in setting up a maid’s cart must be bed sheets in one shelf,
towel in another, and bathroom amenities in a separate shelf. Heavy linens are placed
on ________.
lower shelf
All items found by the guests and staff should be stored in a ventilated room and kept
for _________________ months/s before being released to the finder.
three months
The most expensive rom provide by a hotel.
President’s suite
An important instrument that housekeeping staff use to access the guest room and
carry out their duties.
-room key
A room status terminology where there is a guest occupying the room with large
luggage.
-LB
A room status terminology where there is a guest occupying the room and it has already
been cleaned by a housekeeper.
-OC
Hotel guests can be classified according to except:
-Travellers
After knocking in the door, what term are you going to say before entering?
-Housekeeping!
Before leaving the room you should do all of the following except:
-Leave the door wide open as you enter the room.
This is the last step in preparation for turn down service.
-Clear departure room as per hotel requirements
This is the last step in cleaning guest room.
-Give a final look to make sure everything is done perfectly according to the hotel
standard
The standard size of a queen pillow is ______.
-20 x 26 inches
Herbicides are used to control. ______________.
-weeds or other unwanted plants
Insecticides are used to control ______________.
-ants, flies, moths and cockroaches
Insects and pests include ants, moths, cockroaches, flies, mosquitoes, spiders, mice and
bed bugs.
-True
The different types of pesticides are insecticides, herbicides, fungicides and rodenticides.
-True
What is the correct procedure in cleaning the ceiling, wall and floor?
-from top going down
In wiping surfaces while cleaning a guest room, it is important to use allotted wiping
cloth for each area to:
-avoid cross contamination
In cleaning unreachable places like ceiling, to reduce physical fatigue caused by
stooping, the best tool to used is _____.
-long handle mops or brooms
The last procedure in setting up a maid’s cart or trolley is to ___________.
-record all items needed
Hotel guests can be classified according to except:
-Travellers
Herbicides are used to control. ______________.
-bed bugs and ants
Housekeeping is a physically demanding and tiring job, which is classified under
____________.
-moderately heavy
Insecticides are used to control ______________.
-ants, flies, moths and cockroaches
Heavy physical workload and excessive bodily motions can cause ____
-back injury
An important instrument that housekeeping staff use to access the guest room and
carry out their duties.
-room key
Insects and pests include ants, moths, cockroaches, flies, mosquitoes, spiders, mice and
bed bugs.
-True
What is the correct procedure in cleaning the ceiling, wall and floor?
-from top going down
A room status terminology where there is a guest occupying the room and it has already
been cleaned by a housekeeper.
-OC
A room status terminology where there is a guest occupying the room with large
luggage.
-LB
A personal protective equipment that must be worn while cleaning a bathroom.
-safety mask
This is considered as a mandatory and must be “immediately available” worn by any
person if exposed to hazardous materials or if danger and possible cause for injury is
present.
-personal protective equipment
The different types of pesticides are insecticides, herbicides, fungicides and rodenticides.
-True
To dry the entire toilet bowl after cleaning, one should use ______________in removing all
marks
-damp cloth
Cleaning solution placed in the toilet bowl while cleaning should be soaked for
_____________________
-5 minutes
Polishes are cleaning agents that are applied to the surface to form a hard protective
layer and thus guard against finger marks, stains and scratches. The following are
polishes used in housekeeping except:
-shoe polish
__________ is a cleaning agent used for hiding bad smells.
-polishes
Synthetic detergent is made from organic chemicals derived from petroleum. These are
used extensively in housekeeping, for cleaning task and for washing up the floors. They
may be in the form of a powder, liquid, gel or ____________
-crystal
________of tools helps in maintaining their efficiency and keeping its life long. It is
therefore essential to check all tools before keeping it while observing the routine “clean
up before keeping it”
-Maintenance
The common task for all the employees of housekeeping is to provide a product for the
guest.
-True
All the dirty linens removed from room should be placed in ______________ in the maid’s
cart or trolley
-linen bag
The housekeepers themselves are the ones who decide on their own schedule
-True
The maid’s cart trolley must be done, thrice a week.
-False
The role of communication must include the following except:
-no privacy and no confidentiality
2. These are services delivered by a valet except:
-going out with the guest
The enterprise policies and procedures may be related to the following except:
-dishonesty
What is a personal characteristic required of a valet or butler?
-all of the above
Grooming and personal presentation may be related to:
-none of the above
How might a valet satisfy a valet-serviced guest?
-Guest belongings are properly handled
What do you think valets should do if asked by a guest to do something illegal and/or
dangerous?
make necessary action
What is involved in giving care for the guest property?
All of the above
What might be involved in dealing with guest luggage on their arrival?
Proper management of guest luggage
What tasks might be required for valets to undertake in relation to guest clothing during
their stay?
packing, unpacking, storing, and preparing of guest luggage
The housekeepers themselves are the ones who decide on their own schedule
True
The enterprise policies and procedures may be related to the following except:
dishonesty
The role of communication must include the following except:
no privacy and no confidentiality
What is a personal characteristic required of a valet or butler?
all of the above
________of tools helps in maintaining their efficiency and keeping its life long. It is
therefore essential to check all tools before keeping it while observing the routine “clean
up before keeping it”
Maintenance
The common task for all the employees of housekeeping is to provide a product for the
guest.
True
Polishes are cleaning agents that are applied to the surface to form a hard protective
layer and thus guard against finger marks, stains and scratches. The following are
polishes used in housekeeping except:
shoe polish
What might be involved in dealing with guest luggage on their arrival?
Proper management of guest luggage
What tasks might be required for valets to undertake in relation to guest clothing during
their stay?
packing, unpacking, storing, and preparing of guest luggage
Grooming and personal presentation may be related to:
none of the above
All the dirty linens removed from room should be placed in ______________ in the maid’s
cart or trolley
linen bag
What is involved in giving care for the guest property?
All of the above
The maid’s cart trolley must be done, thrice a week.
False
__________ is a cleaning agent used for hiding bad smells.
deodorant
How might a valet satisfy a valet-serviced guest?
Guest belongings are properly handled
The basis for guest information may be obtained from:
internal guest history
To dry the entire toilet bowl after cleaning, one should use ______________in removing all
marks
a damp cloth
Cleaning solution placed in the toilet bowl while cleaning should be soaked for
_____________________
5 minutes
Sheeting means:
sorting sheets and pillowcases
It is considered as the most popular fabric for linen
cotton
What are the types of linen used in housekeeping?
all of the above
A machine that is used for drying guest clothes and linen.
tumble dryer
What items should be separated from sheets?
pillowcases
All of these are principles in laundering except:
transportation
A machine that is used in washing guest clothes and linen.
d for what purpose?
all of the above
Colored linens are washed separately from:
white linens
A form that may be in duplicate or triplicate depending on the hotel’s accounting
processes.
laundry docket
If the room has a “Do not Disturb” sign on one should:
need to return later
Packaging and storing of laundry items may include the following except:
building rapport and goodwill
Storage of laundry is required when:
all of the above
This is where room attendant places laundry bags (either plastic or fabric) and laundry
dockets when cleaning the guest room?
into the wardrobe or drawer
What form is needed to notify a guest when linen or clothes will all be returned, cleaned
and checked?
advice form
What kind of note is attached to the garment to advise the guest that the garment has
been cleaned, but the stain could not be removed?
advice form
The following are distribution of normal social functioning except:
Dislocation
Alcohol is a generic term for ethanol.
True
Stages of Intoxication except:
black label
What stage of intoxication when customer is talkative, seems relaxed, comfortable,
happy.
green label
Method by which the body process alcohol (and everything else you 'eat).
metabolism
This is a book where you record when you have to refuse service because customers are
underage, drunk, etc.
refusals book
The permitted age changes depending on the strength of the drink.
True
If the room has a “Do not Disturb” sign on one should:
need to return later
How might a valet satisfy a valet-serviced guest?
Guest belongings are properly handled
What items should be separated from sheets?
pillowcases
A machine that is used for drying guest clothes and linen.
tumble dryer
A machine that is used in washing guest clothes and linen.
washing machine
What is involved in giving care for the guest property?
All of the above
The housekeepers themselves are the ones who decide on their own schedule
True
________of tools helps in maintaining their efficiency and keeping its life long. It is therefore
essential to check all tools before keeping it while observing the routine “clean up before
keeping it”
Maintenance
The basis for guest information may be obtained from:
internal guest history
Storage of laundry is required when:
all of the above
All the dirty linens removed from room should be placed in ______________ in the maid’s cart or
trolley
linen bag
Which of the following is an example where valets could adjust service delivery to suit the
identified or stated needs or preferences of valet-serviced guests?
sensitivity when unpacking guest luggage
Packaging and storing of laundry items may include the following except:
building rapport and goodwill
The role of communication must include the following except:
no privacy and no confidentiality
The housekeepers themselves are the ones who decide on their own schedule
True
What tasks might be required for valets to undertake in relation to guest clothing during their
stay?
packing, unpacking, storing, and preparing of guest luggage
Darning and mending is the simplest form of repairing tear and holes on [Link] involves
anchoring of the thread in the fabric on the edge of the hole and carrying it across the gap.
True
Colored linens are washed separately from:
white linens
If the room has a “Do not Disturb” sign on one should:
need to return later
Polishes are cleaning agents that are applied to the surface to form a hard protective layer and
thus guard against finger marks, stains and scratches. The following are polishes used in
housekeeping except:
shoe polish
Alcohol is a generic term for ethanol.
True
Items are sorted for what purpose?
all of the above
Sheeting means:
sorting sheets and pillowcases
What kind of note is attached to the garment to advise the guest that the garment has been
cleaned, but the stain could not be removed?
advice form
What are the types of linen used in housekeeping?
all of the above
Cleaning solution placed in the toilet bowl while cleaning should be soaked for
_____________________
5 minutes
Grooming and personal presentation may be related to:
none of the above
A form that may be in duplicate or triplicate depending on the hotel’s accounting processes.
laundry docket
It is considered as the most popular fabric for linen.
cotton
The enterprise policies and procedures may be related to the following except:
dishonesty
What do you think valets should do if asked by a guest to do something illegal and/or
dangerous ?
make necessary action
This is where room attendant places laundry bags (either plastic or fabric) and laundry dockets
when cleaning the guest room?
into the wardrobe or drawer
How might a valet satisfy a valet-serviced guest?
Guest belongings are properly handled
What might be involved in dealing with guest luggage on their arrival?
Proper management of guest luggage
The common task for all the employees of housekeeping is to provide a product for the guest.
True
What is a personal characteristic required of a valet or butler?
all of the above
The maid’s cart trolley must be done, thrice a week.
False
Why is it important for valets to protect and maintain guest privacy and confidentiality?
security purposes
The permitted age changes depending on the strength of the drink.
True
__________ is a cleaning agent used for hiding bad smells.
deodorant
What form is needed to notify a guest when linen or clothes will all be returned, cleaned and
checked?
advice form
What would be optimized in order for the guest to have a valet-service experience?
all of the above
To dry the entire toilet bowl after cleaning, one should use ______________in removing all marks
a damp cloth
What is involved in giving care for the guest property?
All of the above
~GWAPA ANG NAG HIMO^_^
