Host 150 final

Rooms inspections over the past week show that the work of three room attendants has been inconsistent. Before some of their assigned rooms could be declared vacant and ready for sale, they had to return to the rooms to clean area they missed earlier. This situation indicates a problem in the area of:

• a, meeting the department's performance standards

• b, meeting the department's productivity standards

• c, developing room pars.

• d, developing frequency schedules.

During the first three month on the job, the new executive housekeeper at the 300-room Spotless Inn significantly raised the performance standards for guest room cleaning. The Inn's guest satisfaction ratings soared to an all-time high and guest complaints about housekeeping service all but disappeared. However, departmental labor costs skyrocketed to 30% over budget. The general manager and controller are now demanding housekeeping staff reductions. The most appropriate action for the executive housekeeper to take would be to:

• a, refuse to cut staff and present a case for maintaining current performance standards to ensure increased occupancy in the future.

• b, cut staff by 10% and maintain current performance standards through a comprehensive inspection program.

• c, cut staff by 30% and increase productivity standards for the remaining room attendants.

• d, redefine performance standards in light of more realistic productivity standards and reduce staff accordingly

what is the first step in the pre-recruitment process?

• a, defining job recruitments

• b, determining where to recruit

• c, selecting recruitment strategies
  

• d, evaluating recruiting methods

  
  

Linen loss at the 500-room Walk Away Hotel has reached an all-time high. Susan, the executive housekeeper, readily admits that inventory control procedures have been neglected. Which of the following would be the most cost-effective practice by which Susan could tighten the inventory control of linen?

• a, Post a warning on all employee bullen boards that anyone caught stealing linen will be prosecuted.
  

• b, Establish floor pars and issue linens on a daily basis only in amounts needed to bring each floor linen closet up to its par level.
  

• c, Establish issuing procedures for linens based on occupancy forecasts from the sales department
  

• d, Take a physical inventory of all linens is use and in storage on a weekly basis

  
  

Which of the following is a capital expense incurred by the housekeeping department?

• a, payments of salaries and wages to housekeeping staff
  

• b, purchase of vacuum cleaners
  

• c, purchase of guest supplies
  

• d, payments for contract cleaning service

  
  

During September and October, actual occupancy level at the Meridian Hotel were lower than those forecasted during the budget planning process. Housekeeping 's expenses for September and October should be:

• a, over budget
  

• b, under budget
  

• c, on budget
  

• d, cannot be determined

  
  

For the past two months, actual expenses of virtually every department at the Impending Doom Hotel were significantly over budgeted amounts. At the weekly management team meeting, the general manager demanded an explanation from each department head before the end of the day. Which of the following should be the first area investigated by the executive housekeeper when preparing a response for the general manager?

• a, Examine staff scheduling practices
  

• b, Compare actual cleaning practices with standards cleaning procedures of the department
  

• c, Determine whether forecasted occupancy levels were actually achieved during the past two months
  

• d, Evaluate the efficiency and cost of cleaning products used in the department

  
  

Ladders are frequently used for many housekeeping tasks. Which of the following statements describes an unsafe practice?

• a, Ladders with rubber footing should be used on tile floors
  

• b, A ladder is too short for the job if you have to stand on the top step to reach an area for cleaning
  

• c, Before climbing a ladder, you should place it as close to the wall as possible
  

• d, The area underneath a ladder should be marked with caution signs.

  
  

The first step in developing a comprehensive safety manual for the housekeeping department is to:

• a, inventory hazardous chemical used by the staff
  

• b, collect Material Safety Data Sheet
  

• c, write safety training lessons
  

• d, conduct a job safety analysis

  
  

Which of the following statements about the use of chemical cleaners in the housekeeping department is false?

• a, Water absorbs minerals that affect its ability to react with cleaning agents
  

• b, Ammonia and chlorine form a toxic gas when mixed together
  

• c, Degreasers are also called emulsifiers
  

• d, Bacteria and mildew are best killed by abrasives