CARAGA REGION

DIVISION OF BUTUAN CITY

AUPAGAN NATIONAL HIGH SCHOOL
SENIOR HIGH DEPARTMENT

Summative Exam
HOUSEKEEPING 12

NAME:______________________________________________DATE: ____________________

1. Most guest clothing is _______ before delivery back to the guest to maintain and secure the
cleanliness of the clothes.
a) Checking of stain b.) Checking of repairs c.)Packaged d.)Record
2. This step is to ensure the correct number of pieces of guest laundry and list that are ready to be
returned.
a) Package b. Record c. Pressing d.Storage
3. It is important before it is pressed and dried that it be checked to ensure all stains have been
removed.
a) Package b. Checking repairs c. Record d.Checking of stain
4. It is important that requested repairs of the guest items have been completed before the
pressing process.
a) Checking repairs b. Checking of stain c.Package d.Record
5. This must be secured and a note made on the guest account so that the cleaned laundry may be
placed into the room before his next arrival.
a. Package b. Record c. Storage d. Pressing

6. Your boss, Ms. Alpha, enters the room when you're meeting with an important client, Mr. Beta.
You rise and say "Ms. Alpha, I'd like you to meet Mr. Beta, our client from San Diego." Is this
introduction correct?
a. Yes. It is right regardless of who to mention first b. No. The correct way is this: "Mr.
Beta, may I introduce Ms. Alpha" , the client must be introduced first , or somebody is
introduced to to the client
7. You are in a restaurant and a thin soup is served in a cup with no handles. To eat it you should:
A. Pick it up and drink it.
B. Use the spoon provided, not picking up the cup at all.
C. Eat half of it with a spoon and drink the remainder.
D. Use the spoon provided, picking up the cup to finish the soup completely.

8. You are invited to a reception and the invitation states "7:00 to 9:00 p.m." You should, or you
may:
A. Arrive at 6:55 p.m.
B. Arrive any time between 7:00 p.m. and 8:30 p.m.
C. Arrive any time between 7:00 p.m. and 9:00 p.m.
D. Arrive around 9.00 p.m

9. You are introduced to a new colleague. Which sentence is clearly wrong?

A. Hello, I have heard so much about you.
B. How do you do?
C. It is a pleasure to meet you.
D. Hello, how are you?

10. You are talking with a group of four people. With whom do you make eye contact?
A. With the person to whom you are speaking at that moment.
B. Each of the four, moving your eye contact from one to another.
C. With the other three people you are not speaking at that moment.
D. No particular person.

11. When you greet a visitor in your office, you should:

A. Say nothing about where the visitor should sit and let the visitor sit where he or she wishes.
B. Tell the visitor where to sit.
 C. Say "Please sit anywhere".
D. Simply sit down yourself and the visitor will find a place himself or herself.

12. You are scheduled to meet a business associate for a working lunch and you arrive a few
minutes early to find a suitable table. Thirty minutes later your associate still has not arrived.
You should:
A. Order your lunch and eat.
B. Continue waiting.
C. Tell the head waiter you're not staying and give him a card to present to your associate to prove
you were there.
D. Call your associate after fifteen more minutes.

13. You have forgotten a lunch with a business associate. You feel terrible and know he is furious.
You should:
A. Write a letter of apology.
B. Send flowers.
C. Keep quiet and hope he forgets about it.
D. Call and set up another appointment.

14. Which of the following factors contributes to high guest satisfaction?

a. When rooms have been organized and cleaned to exceed customer expectations.
b. A complete absence of stains on the walls.
c. When the guests can not tell whether the linens are new or used.
d. Working door locks.
15. What information is generated daily by a hotel night auditor for use by management?
a. Total revenues per room b. Cost of utilities
c. Margin on food service d. Maintenance records

16. What is the housekeeping department in the hospitality industry?

a. The team of employees that is in charge of guest relations in an organization.
b. The team of employees that is in charge of the food and beverage in an organization.
c. The team of employees that is in charge of management in an organization.
d. The team of employees that is in charge of the cleaning tasks in an organization.
17. Which of the following is a role of housekeeping in the hospitality industry?
a. Repairing maintenance issues. b. Checking in a guest.
c. Reporting maintenance issues. d. Providing food and beverages for a guest.

18. Which of the following is NOT one of the basic functions of housekeeping in the hospitality industry?
a. Taking out the trash b. Making the bed
c. Answering the phones d. Cleaning the bathroom

19. Jane, a room attendant at the Key Point Hotel, is cleaning room 603. She hears a door slam shut
down the hall. A few seconds later a man in the hall tells her that he just locked his key inside his room,
number 610, and asks her to open the door for him. What should Jane do?

A. Call security.

B. Politely explain the hotel’s policy of not opening guestroom doors and direct the man to the
front desk.

C. Ask for identification and then open the door for the guest.

D. Ask the man for his name, check the name with front desk, and, if they match, open the door
for the guest.
20. Which of the following policy statements would a hotel security committee be least likely to
adopt?

A. After checking at the front desk, friends and visitors of employees can visit with employees
whenever they are working at the hotel.
 b. If room attendants notice controlled substances or drugs when cleaning a guestroom, they
should immediately alert their supervisors.
c. Room attendants should not unlock guestroom doors for guests.
d. Room attendants should wear their keys around their waists or attach them to a belt or
pocket.

21. The Dew Drop Inn Hotel has noticed a high amount of towel loss. After investigating laundry
practices, Swen, the executive housekeeper, determined that the loss was due to guest theft.
Which of the following could he do to decrease towel theft?

A. Ask the bell attendant staff to search guest bags.

B. Have room attendants discreetly search suitcases to make sure towels have not been packed
accidentally.

C. Keep count of the number of towels placed in the room and note when a guest requests
additional towels.

D. Make sure all of the towels are monogrammed with the hotel’s logo.

22. Hotel security was largely an afterthought in the United States until September 11, 2001.

A. True B. False c. Maybe d.Perhaps

23. Managers should conduct checks for criminal convictions before hiring employees.

A. True B. False c. Maybe d.Perhaps

24. Employee entrances should be well lighted and have round-the-clock security.

A. True B. False c. Maybe d.Perhaps

25. Why do we generally avoid using a broom to sweep the house?

A. the broom pushes the dirt and debris into hard to see places and they remain and collect
there

B. The broom sometimes is harder to manuever over the floor

C. The broom is not a tool that we normally carry

d. none of the above

26. What tool do we use to remove dust and hair from over the floors prior to mopping?

A. Broom B. Vacuum c.Swifter d.none of the above

27. What happens if too much water saturates hardwood and laminate floors?

A. Takes longer to dry B. Floors become slippery

C. Can cause possible damage to the floors d. all of the above

28. Mopheads should be washed once per week with: A. Bleach and detergent B. Soap and water
c. Detergent and fabric softener d. none of the above.

29. The following item is the most basic mandatory and must be worn during each assignment

A. Gloves B. Goggles C. Uniforms . d.Facial Mask

30. Which is not an examples of inappropriate behavior:
 A. Inviting family and friends over to a clients home or office

B. Lewd conduct or remarks

C. Talking or texting on cell phones

d. Obeying the supervisor

31. The department housekeeping would interact closely on a daily basis would be

A. Accounts B. Engineering C. HRD D. Sales

32. All Lost and Found articles should be handed over to

A. Security B. Engineering C. Housekeeping D. Personnel

33. An adjoining room is a room

A. Next to the Elevator B. Opposite to each other

C. Next to each other D. Near to the stairways

34. Which of the following agents helps prevent bacterial growth during a cleaning operation?
A. Antiseptic B. Deodorant C. Disinfectant D. Hydrochloric Acid

35. If an electrical item within the workplace is deemed as a hazard, it is the employer’s responsibility to
have the repairs/maintenance to rectify the problem carried out:

A. Immediately, not allowing employees to use the item until is has been repaired

B. As soon as possible, not allowing employees to use the item until is has been repaired

C. As soon as possible, allowing employees to use the item until is has been repaired

D. Within 1 week, not allowing employees to use the item until is has been repaired

36. While servicing rooms priority should be given as

A. Occupied rooms, guest requests, vacant rooms
B. Vacant rooms, occupied rooms, guest requests

C. Guest requests, vacant rooms, occupied rooms

D. Occupied rooms, dirty rooms, guest request