FORBES - Housekeeping

How many times should we mention guest’s name during conversation with them?

• 2 times

• 3 times

• Appropriately

• Never

If colleague meet a guest at corridor and ask the way to the pool what should they do?

• Fully escort

• Partly escort

• Simply pointed

• Ask them to go to the reception

How many time do you have to ring the doorbell before entering guest room?

• 2

• 3

• 4

• 5

Which step is correct for entering guest room?

• Good morning, sir/mam, I am Iwan from Housekeeping Department, may I clean your room?

• Good morning Mr/Mrs…, I am Iwan from Housekeeping Department, I would like to make up your room, is it a convenient time or should I come back later?

• Good morning Mr/Mrs…, I am Iwan from Housekeeping Department, may I clean your room?

• Good morning Mr/Mrs…, may I clean your room?

We will pick up the telephone before ……rings

• 2^nd

• 3^rd

• 4^th

• 5^th

Please choose incorrect manner below when talking with guest?

• Maintain alert posture

• Genuine smile

• Maintain eye contact

• Always use guest name min. 3 times

In order to deliver exceptional, personalised and unpretentious service, colleague should behave?

• Arrogant because we are luxury hotel

• Always on top the guest when interaction

• Remember guest name

• Close body posture when meet the guest

Please choose one sample of unprofessional body language.

• Genuine smile

• Elegant

• Close body posture

• Show an alert posture

Guest call for extra mineral water and colleague have to deliver within ….minutes

• 10

• 15

• 20

• 30

One of check out guest ask you to deliver their luggage down to the lobby. What do you do?

• Call concierge to pick up

• Report to the superior

• Happily, assist the guest

• Say to the guest that is not your duty for that