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

I. Differing languages

Ii. Cultural differences

III. Empathy

Iv multi-lingual skills

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

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

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

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

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

I. Transportation

Ii. Accommodation

III. Entertainment

Iv food and beverage

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

The Jamaican humming bird is classified as local

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

Customer satisfaction, repeat sales, preferred trade and increased sales are benefits

The development and execution of a workplace emergency evacuating plan is the responsibility of

The use of Personal Protective Equipment (PPE) is required to

I. Avoid breaches of health and safety procedures

Ii. Protect from potential hazards or injury

III. Enhance personal security

Iv. Ensure neatness of workers

Select from the list below the government organization with responsibility for pest management across the island

The steps to basic sanitation of surfaces are

Mixing clean and soiled linen will result in possible

What colour fire extinguisher would you MOST LIKELY find in guestrooms or passage ways?

You are on your way to the rooms assigned to you for cleaning when you noticed flames coming from a vending area on the beach. In the absence of a fire extinguisher what else can be used to douse the fire?

I. Sand

Ii. Wet towels

III. Towels

Iv green branches from a coconut tree

When making the bed, the housekeeper should ensure a neat, snug finish by

Which type of bed are you NOT likely to find in a hotel?

You entered the guest room and performed the following services

- close curtains

- briefly beaten room

- fold and store bed runner/spread

- lift corner of quilt and fold into a triangle

- straighten pillow and place gift in the center of the pillow

These are known as

Marcia has an open wound she received from a knife cut. Place in order how Marcia's wound should be taken care of

I. Get medical assistance

Ii. Apply pressure to stop the bleeding immediately

III. Protect wound from contamination

Iv console person if he/she shows signs of apprehension

Suzette received second degree burns while at work. How should the injury be treated?

While having lunch with your colleague, a piece of food got stuck in her throat. She began gasping for air and seemed close to passing out. You should

Which of the following statement is TRUE regarding the cleaning of the toilet and washroom?

When cleaning the bathroom, adequate ventilation is necessary in order to

Which of the following represents the CORRECT order when clearing the bidet?

I. Polish taps

Ii. Rinse inside

III. Dry bidet

Iv disinfect bidet

While wiping the bathroom floor, Dawn slipped and fell hurting her back. As a result she was absent from work for two weeks. This accident could have been avoided if Dawn had

A guest has called to report that the air conditioning unit in his room is malfunctioning. To which department should you report the complaints?

Identify the BEST response which should be used by a housekeeper when answering the telephone?

A guest called the housekeeping department about a concern in her room. Which of the following BEST describes how the concern should be handled?

Which of the following is NOT related to proper use of the telephone?

All of the following are critical to the care and storage of potentially dangerous substances EXCEPT

Under the occupational health and safety act which of the following hotel staff members should ensure that procedures regarding health and safety are observed in the workplace?

I. Supervisor

Ii. Employees

III. Health personnel

Iv. Security personnel

A team member wishes to raise an issue which was not discussed in the previous meeting. This discussion should take place under the item identified as

You have been asked to plan a meeting for 1:30pm friday, 1st July which is not expected to last more than 2 hours. Identify the LEAST important factor to consider in preparation for this meeting

The housekeeping staff has concern about security issues at the hotel. You call an emergency meeting to address the concerns of the group. This type of meeting is classified as a/an

One morning, as Dawn was cleaning the bathroom, she discovered that the water closet was malfunctioning. Which of the following should be the FIRST action taken by Dawn?

Which of the statement is TRUE about cleaning the restroom?

Protective gear is necessary when performing housekeeping duties because