DAPA NATIONAL HIGHSCHOOL

Dapa, Surigao del Norte

First Periodical Examination
In
TLE 9 Housekeeping
Name:_________________________________________________________________Date:___________________
Grade & Section:_______________________________________________________ Score:__________________

Direction: Read the sentences carefully. Write the letter of the correct answer on the space provided.

REMEMBERING
1. _____ It refers to the upkeep of cleanliness and orderliness in a house or a lodging establishment.
a. housekeeping b. institutional housekeeping c. domestic housekeeping d. cleaning

2. _____ It refers to things that go on exclusively within one person.

a. intrapersonal Skills b. interpersonal skills c. basic Skills d. skills

3. _____ A guest who requests check out after the hotel’s check-out time.
a. early check out b. late check out c. stay over d. due Out

4. _____ It is one of the amenities that can be found in the bedroom.

a. slippers b. bathrobe c. facial Tissue d. body gel

5. _____ These are the housekeeping items or services like rollaway beds, additional pillows, blankets, hair dryers that the
guest will ask.
a. guest request b. front office services c. make up room d. none of these

6. _____ A form used by the housekeepers or room attendants to record the task done during their shift.
a. maintenance request form b. work Order form
c. daily assignment sheet d. cleaning Checklist

7. _____ One of the House Rules that asks to present your ID Card.
a. departure b. asking of keys c. check-In d. check-out

8. _____ It is the standard check-in time

a. 1:00 pm b. 2:00 pm c. 12:00 nn d. 11:00 am

9. _____ What is the common problem related to housekeeping?

a. rooms not cleaned properly b. noise coming from other rooms
c. rooms lacking amenities d. all of these

10. ____ These are lost and found items under food like fruits, chocolates, can goods, etc.
a. perishable items b. non-perishable items c. valuable items d. none of these

UNDERSTANDING
11. ____ Which of the following skills wherein the actions take place between two or more people?
a. intrapersonal b. interpersonal c. basic d. skills

12. ____ Which of the following is included in the nature and scope of housekeeping maintenance?
a. ground maintenance b. public area maintenance c. room maintenance d. all of these

13. ____ What is the status of the room wherein the guest is asking the housekeeper to clean which is prior to the make-up
room procedure?
a. OCC b. OC c. OD d. CO

14. ____ Which of the following bathroom amenities that can be found in a luxury room?
a. bathtub with jacuzzi b. soap and shampoo c. shower d. tissue

15. ____ Which of the following should the housekeeper do after successfully resolving a situation?
a. thank the guest c. apologize

b. ask if the guest still need your assistance d. inform the manager

16. ____ What is the used of Housekeeping Status Report form?

a. used to track of records for lost and found items c. used to check, on a daily basis.
b. used to update the status of each hotel room d. used by to record the task
17. ____ Below are some of the house rules, EXCEPT;
a. hotel is liable for lost and stolen items of the guest. b. removing any inventory items is not allowed
c. fifty percent down payment is required for reservation.d. check-in time is 2:00 pm.

18. ____ In handling guest queries for information about the hotel products and services, employees are expected to be:
a. knowledgeable about the product or service b. approachable c. polited. all of these

19. ____ The following are the common problems related to housekeeping, EXCEPT:
a. theft complaint of guest b. employees complaint about the tip given by a guest
c. physical injuries related to work d. failure to restock room with amenities

20. ____ Housekeeping is physically demanding and tiring job, which is classified under:
a. heavy work b. moderately heavy c. a and b d. light to moderately heavy

APPLYING
21. ____ One of the housekeeping personnel needs to check the cleanliness and maintenance of guest room on allotted
floors for quality assurance, who do you think is responsible for this task?
a. assistant housekeepers b. public area supervisor
c. control desk supervisor d. floor supervisor

22. ____ Which of the following shows the persons interpersonal skill?
a. assertiveness b. team player c. self-regard d. all of these

23. ____ Departure rooms should be cleaned first to prepare them for the next guest to come. The next to be attended are
rooms with the tags “Clean my Room” and the last to be attended are the:
a. occupied rooms b. rooms with “Do not disturb” sign
c. out of order rooms d. rooms with occupants for checkout

24. ____ When a room has been occupied by the guest and been cleaned by the room attendant, the status should be:
a. BLO b. OC c. NCI d. RFS

25. ____ One of the amenities that is provided inside the room is a private living room, this is to make sure that:
a. the guest is provided with excellent comfort. b. the guest will pay the exact amount of the room.
c. to provide guest with an elegant room. d. none of these

26. ____ If there are problems or requests of guests that is out of your authority, as a housekeeper which of the following
you must do?
a. inform the guest b. inform the front office c. inform the security d. inform the duty manager

27. ____ Mr. Smith left some important documents in his room when he checked in Sunrise hotel. He called the hotel and
asked if they could just mail these documents to him. What information should the housekeeper fill in the form after
mailing the said documents?
a. finders Name b. location c. description of the article d. dispatch No.

28. ____ Which of the following is not included in the house rules and regulations?
a. check-in b. departure c. damage to property d. none of these

29. ____ When answering a call, which of the following will help you understand guest queries?

a. make them feel that they have your full attention c. answer the phone immediately
b. repeat all the details d. listen carefully to the details being said by the
customer.

30. ____ How are you going to solve a problem where in the guest claims his watch was missing after room cleaning?
a. call the manager on duty. b. help the guest find the watch inside the
room first.
c. ask the help of the security guard. d. tell the guest that you are going to replace
his watch.
ANALYZING
31. ____ Being able to face the consequence of your action and not blaming others for what had happened means:
a. demonstrating responsibility b. being accountable for your actions
c. being flexible d. ability to manage conflict
32. ____Guest A request for the late check later than the normal departure time of the following day. What is the
appropriate room status that the front office should use?
a. late check out b. due Out c. skipper d. sleep-out

33. ____ Which of the following forms should be used when setting up for an event?
a. cleaning checklist b. lost and found slip c. work order form d. daily Ass. Sheet

34. ____ How many minutes should you handle a guest request?
a. 5 minutes b. 10 minutes c. 15 minutes d. 20 minutes

35. ____ Which of the following form is used whenever there are problems reported by the guest to the housekeeping
department?
a. maintenance request form b. lost and found form c. assignment sheet d. all of these

36. ____ In answering the phone, it should be answered within:

a. 5 rings b. 4 rings c. 3 rings d. 1

37. ____ The handy acronym LAST in tourism industry helps the housekeeping staff to solve problems. Which of the
following is the correct meaning of LAST?
a. listen, accept, solve, thanks c. listen, apologize, sympathize, thanks
b. listen, accept, sympathize, thanks d. listen, apologize, solve, thanks

38. ____ Which of the following forms should be used when a supervisor is going to check, on daily basis of the cleaning
service for every guest room was done?
a. cleaning checklist b. guest room cleaning checklist c. work order form d. daily ass. sheet

EVALUATING
39. ____ Derick hotel is in need of staff who has the ability to choose the best course of action in every situation. Which
do you think of the different interpersonal skills an applicant should have?
a. ability to manage conflict c. ability to communicate clearly
b. ability to solve problems d. ability to listen

40. ____ If the guest made arrangements to settle his/her bills but left the hotel without notice he is considered as.
a. skipper b. DNCO c. on-queue d. lock out

41. The following are bedroom amenities, EXCEPT:

a. spacious bedroom with king or queen size beds b. premium quality linens
c. plush duvet d. hair brush

42. ____ When the guest from room 123 checked-out, he left a message that the flush of the toilet bowl is not working
properly. Which of the following technician should the housekeeping department will send to fix the problem?
a. electrician b. mechanic c. plumber d. carpenter

43. ____ Which of the following personnel uses the guestroom checklist to ensure that there will be no defect and any
missing amenities for the guest?
a. housekeeper b. maintenance c. front desk d. housekeeping supervisor

44. ____ 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?
a. Ana bring her Chihuahua while checking in.
b. Luis allows his friends to stay overnight in his hotel room.
c. Ilegal activities inside hotel room.
d. All of the above.

CREATING
45. ____ As a housekeeper, how are you going to show that you have self-management or self-self-development?
a. being in tune with other’s feelings and needs
b. has the ability to cope with change
c. has the ability to work autonomously and to motivate and monitor oneself. Eager to find new information and skills
related to work.
d. being aware of your own values, needs and emotions

46. ____ How many knocks of room attendant upon entering the room?
a. two-knocks b. one-knock c. three-knocks d. four-knocks
47. ____ How are you going to handle a callback?
a. ask them if they want to be put on hold. c. listen carefully for their instruction.
b. do it the soonest possible time. d. repeat all the details.

48. An angry guest rings to complain that there are not enough towels in the room. Pretend that you are a hotel staff. How
would you handle the situation?
a. tell the guest to wait for your supervisor’s decision.
b. apologize for the inconvenience caused and provide the lacking towel.
c. argue with the guest that you can’t be mistaken with number of towels provided.
d. apologize for the inconvenience caused and tell the guest to get the lacking towel in the housekeeping department.

49. Recommend the correct form to use if a housekeeper need to record his tasks done during his shift.
a. maintenance Request form
b. guest Room Cleaning Checklist
c. housekeeping Attendant’s Daily Assignment Sheet
d. housekeeping Work Order Form

50. How would a housekeeper proves that the guest gives him a cash as a tip for his good service?
a. ask for a note coming from the guest.
b. take a selfie with the guest while receiving the tip.
c. take a video while receiving the tip.
d. none of the above.

TLE 9 HOUSEKEEPING
ANSWER KEY

1. A
2. A
3. B
4. A
5. A
6. C
7. C
8. B
9. D
10. A
11. B
12. D
13. A
14. A
15. C
16. C
17. A
18. D
19. B
20. C
21. D
22. B
23. B
24. B
25. A
26. D
27. B
28. D
29. D
30. B
31. B
32. A
33. C
34. B
35. A
36. C
37. D
38. B
39. C
40. B
41. D
42. C
43. D
44. D
45. C
46. A
47. C
48. B
49. C
50. A