Housekeeping Level 2...cluster 1

Which of the following is NOT an element of cultural diversity?

• Celebrations

• Travel preferences

• Social values

• Product preferences

Identify the barriers to communication which may exist in the hospitality industry.

I. Differing languages

Ii. Cultural differences

III. Empathy

Iv multi-lingual skills

• I and ii only

• Ii and III only

• Ii and iv only

• I and iv only

From the list below, identify ways in which the acceptance of cultural differences can be promoted within the hospitality sector.

I. Display professionalism

Ii. Staff training

III. Disregarding differences

Iv. Showing tolerance

• I only

• I, ii, and iv only

• I. Ii and III only

• I, ii, iii and iv

Your colleague sought your advice about how to clean a silk garment from a guest.

From the statement above, who would you identify as your customer(s)

I. Your colleague

Ii. Yourself

III. The guest

Iv. The garment

• I only

• Ii only

• I and ii only

• I and III only

While performing housekeeping duties you noticed that the cover for an electrical outlet was missing. What is your responsibility in the situation?

• Cover the outlet with a masking Tape

• Report the problem to the maintenance department immediately

• Inform the guest of the problem, then inform your supervisor

• Inform your supervisor of the problem

Which of the following is a good principle to follow when interacting with colleagues and guests?

• Be eager to assist whether or not it is accepted

• Treat both colleagues and customers with the same level of dignity, respect and courtesy

• Make assumptions based on how your colleagues and customers look, sound or act

• Treat customers with respect only when necessary

Identify TWO sectors which are common to both hospitality and tourism industries

I. Transportation

Ii. Accommodation

III. Entertainment

Iv food and beverage

• I and ii only

• Ii and iv only

• Ii and III only

• I and iv only

Activities such as handling of bio- hazard materials, chemical and garbage disposal are governed by

• Labour laws

• Ethical policies and procedures

• Environmental laws

• Personal safety laws

The Jamaican humming bird is classified as local

• Fauna

• Flora

• Reptile

• Crustaceans

Which of the following should be observed when dealing with a boisterous customer?

• Avoid him/her

• Make every effort to get him/her quiet

• Warn your colleagues about him/her

• Follow the establishment's guidelines