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Core 01 Providing Housekeeping Services To Guests

This document provides an overview of a course on housekeeping services within the tourism industry. It includes lessons on the housekeeping department, types of accommodations, and a pre-test with multiple choice questions to assess understanding of key concepts. The pre-test covers topics like common guest requests, appropriate responses to questions, and roles/responsibilities of housekeeping staff.

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Mherz Herrera
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1K views3 pages

Core 01 Providing Housekeeping Services To Guests

This document provides an overview of a course on housekeeping services within the tourism industry. It includes lessons on the housekeeping department, types of accommodations, and a pre-test with multiple choice questions to assess understanding of key concepts. The pre-test covers topics like common guest requests, appropriate responses to questions, and roles/responsibilities of housekeeping staff.

Uploaded by

Mherz Herrera
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Unit 1: Getting Ready for Work

Providing Housekeeping Services to Guests


This course deals with the skills and knowledge required to provide housekeeping services to
guests within the tourism industry. This course also provides a glimpse on the duties and
responsibilities of the different positions under the Housekeeping department.

 Lesson 1: The Housekeeping Department Book

Pretest

1. The following are reasons why a hotel cannot provide all items requested by guests
EXCEPT
Select one:
a. Guest would not need all items at the same time
b. It is an accepted practice to deprive guests of items to save money
c. Reduced chance of damage and theft to items
d. Size of room is too small

2. 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
Select one:
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
c. Give your answer to the guest but make sure that the guest is informed that you
are not 100 percent certain of your answer.

3. Which of the following actions show appropriate action when accepting guest request?
Select one:
a. A housekeeping staff taking notes while accepting a guest request
b. A housekeeping staff repeating the details of the request to the guest
c. All of the above
d. A housekeeping staff writing down in verbatim what the guest is saying

4. Front Office Housekeeping Reservations Telephone


Select one:
a. Operator
b. Food and Beverage
c. Concierge
d. Back Office

5. 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?
Select one:
a. Report the person to the immediate supervisor or security because he had shown
signs of suspicious behavior
b. Call the police immediately
c. Just keep an eye on the person as it is too early to report the person
d. Ignore the person as long as he is not causing trouble

6. Which of the following statements generally differentiates the GRA position to the Public
Area Attendant position?
Select one:
a. GRAs primarily cleans guest rooms while Public Area Attendants focuses on
common area facilities
b. GRAs can only accept requests pertaining to cleanliness of the room
c. Public Area attendants are not allowed to accept guest requests like GRAs
d. Public Area Attendants have minimal or no contact with guests unlike GRAs

7. Nature of guest requests can be categorized into


Select one:
a. Items and Services
b. Items and cleaning
c. Items and complaints
d. Items and Food

8. A fully equipped accommodation, with kitchen, laundry room, business services, and
housekeeping services.
Select one:
a. Cabins
b. Serviced Apartments
c. Motels
d. Guest Houses

9. Why is the Housekeeping Department is deemed as the department responsible for lost
and found items?
Select one:
a. Because Housekeeping Staff are familiar with the guests
b. Because Housekeeping Staff are familiar with the items of the guests
c. Because most lost items are found in guest rooms
d. Because Housekeeping Staff are considered the most honest among other
departments

10. What is the primary mistake the staff did in making the explanation above?
Select one:
a. Staff did not greet the guest properly
b. Staff did not ask the ask the guest for anything else he or she needs
c. Staff used a lot of technical terms without explaining the meaning
d. The staff did not ask the guest if he or she already know how to operate the
device

 Types of Accommodations Interactive Content


 Restricted Not available unless: The activity Pretest is marked complete

 Lesson 2: The Housekeeping Staff Book


 Restricted Not available unless: The activity Pretest is marked complete

 Unit 1 Quiz
 Restricted Not available unless: The activity Pretest is marked complete

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