Free Printable Fundamentals in Lodging

1.

considered the hub or nerve center of the hotel. It is the department that makes a first impression on the guest and one that the guest relies on throughout his or her stay for information and service

a)

HOUSE KEEPING

b)

FRONT OFFICE

c)

F AND B

d)

HUMAN RESOURCE

2.

useful, easy or quick to do; not causing problems

a)

convenient

b)

comfortably

c)

useless

d)

unsuitable

3.

the service of having an employee park your car for you at a hotel or restaurant

a)

parking

b)

parking service

c)

valet

d)

valet service

4.

What are the Core Competencies of Housekeeping NC II ?

a)

Provide housekeeping services to guests

b)

Clean and prepare rooms for incoming guests

c)

Provide valet/butler service

d)

Laundry Linen and guest clothes

e)

Clean public areas, facilities and equipment

5.

useful, easy or quick to do; not causing problems

a)

convenient

b)

comfortably

c)

useless

d)

unsuitable

6.

Relationship with other department:

Front Office.

• To train employees not to damage walls and door in transporting food, particularly room service.

• To remove promptly room service trays and trolleys from guest floors.

a)

True

b)

False

7.

Relationship with Other Departments:

Linen Section.

• Provide occupancy forecast, daily occupancy, checkouts, check in, VIP’s list, roll away bed and baby crib installation and removal.

a)

True

b)

False

8.

the service of having an employee park your car for you at a hotel or restaurant

a)

parking

b)

parking service

c)

valet

d)

valet service

9.

Relationship with Other Departments:

Engineering/ Maintenance Department

-To expedite completion of repairs and maintenance work orders.

-To notify Housekeeping when work in guest rooms is completed so that Housekeeping can inspect and release room to Front Office.

a)

True

b)

False

10.

The person who responsible to maintain the administration in Housekeeping Office is the Executive Housekeeper, Assistant Executive Housekeeper, all Supervisors and the order taker/office clerks. The order taker will in-charge for taking all guest requests, telephone calls (incoming and outgoing calls) all store items request, etc.

a)

True

b)

False

11.

Florist Section is the section responsible in beautifying the hotel performance in every outlet or section. The florist will make a special flower arrangement in each area covered; such as Lobby, Pool Bar, Restaurant and other area.

a)

True

b)

False

12.

Relationship with other department:

Front Office.

• To train employees not to damage walls and door in transporting food, particularly room service.

• To remove promptly room service trays and trolleys from guest floors.

a)

True

b)

False

13.

Linen section is part of Housekeeping Department. Its main function is to provide pressing laundry and dry cleaning service to the guests, staff’ uniform, F&B linen and guest room linen. Laundry Manager is responsible for the overall operation of the laundry heads this section. To run the laundry manager is helped by Laundry Supervisor and report to Executive Housekeeper.

a)

True

b)

False

14.

The laundry section is very essential in Housekeeping Department. Its main function is to provide, store, and distribute hotel linen and staffs uniforms. And also responsible for the smooth circulation of the hotel linen and staff’s uniforms as well.

This section is headed by Linen/Uniform Supervisor who reports to Assistant Executive Housekeeper.

a)

True

b)

False

15.

Examples of Laundry Sections are: Lobby Area, Floor Corridors, Guest elevators, Service Areas, Guest toilets.

Function Room: Restaurants, Meeting Rooms, Training Room.

Offices: Executive Office, Accounting Office, Purchasing Office, Housekeeping Office, Engineering Office, Human Resources/Personnel Office, etc.

a)

True

b)

False

16.

Relationship with Other Departments:

Linen Section.

• Provide occupancy forecast, daily occupancy, checkouts, check in, VIP’s list, roll away bed and baby crib installation and removal.

a)

True

b)

False

17.

The Public Area Supervisor is responsible in the supervision in all public area section for the smooth flow of work and report to the Assistant Executive Housekeeper.

a)

True

b)

False

18.

Relationship with Other Departments:

Engineering/ Maintenance Department

-To expedite completion of repairs and maintenance work orders.

-To notify Housekeeping when work in guest rooms is completed so that Housekeeping can inspect and release room to Front Office.

a)

True

b)

False

19.

The person who responsible to maintain the administration in Housekeeping Office is the Executive Housekeeper, Assistant Executive Housekeeper, all Supervisors and the order taker/office clerks. The order taker will in-charge for taking all guest requests, telephone calls (incoming and outgoing calls) all store items request, etc.

a)

True

b)

False

20.

Florist Section is the section responsible in beautifying the hotel performance in every outlet or section. The florist will make a special flower arrangement in each area covered; such as Lobby, Pool Bar, Restaurant and other area.

a)

True

b)

False

21.

Public area section is one of the sections in Housekeeping that responsible for the cleanliness of the whole hotel areas except guestrooms, kitchen areas and especially that are not covered by the contract.

a)

True

b)

False

22.

Linen section is part of Housekeeping Department. Its main function is to provide pressing laundry and dry cleaning service to the guests, staff’ uniform, F&B linen and guest room linen. Laundry Manager is responsible for the overall operation of the laundry heads this section. To run the laundry manager is helped by Laundry Supervisor and report to Executive Housekeeper.

a)

True

b)

False

23.

The person who is responsible for keeping the guestrooms clean and comfortable is called “Room Attendant”. Whereas, the person who is co-ordinate and supervises the Room Attendant work is called “Public area Supervisor”.

a)

True

b)

False

24.

The laundry section is very essential in Housekeeping Department. Its main function is to provide, store, and distribute hotel linen and staffs uniforms. And also responsible for the smooth circulation of the hotel linen and staff’s uniforms as well.

This section is headed by Linen/Uniform Supervisor who reports to Assistant Executive Housekeeper.

a)

True

b)

False

25.

Room Attendant work in guestrooms and in order to maintain the standard Attendant service and for guest satisfaction, certain rules must be adhered to and followed by maids when they clean rooms in any establishment.

a)

True

b)

False

26.

The Public Area Supervisor is responsible in the supervision in all public area section for the smooth flow of work and report to the Assistant Executive Housekeeper.

a)

True

b)

False

27.

Examples of Laundry Sections are: Lobby Area, Floor Corridors, Guest elevators, Service Areas, Guest toilets.

Function Room: Restaurants, Meeting Rooms, Training Room.

Offices: Executive Office, Accounting Office, Purchasing Office, Housekeeping Office, Engineering Office, Human Resources/Personnel Office, etc.

a)

True

b)

False

28.

Laundry section is a very important section in Housekeeping Department because this section is responsible for maintaining the spotless and tips top condition of the guestrooms. The success of any organization, which provides accommodation, depends on good Housekeeping, especially in rooms.

a)

True

b)

False

29.

Public area section is one of the sections in Housekeeping that responsible for the cleanliness of the whole hotel areas except guestrooms, kitchen areas and especially that are not covered by the contract.

a)

True

b)

False

30.

Housekeeping Department carries a major responsibility of purchasing, inventorying, issuing & taking care millions of pesos worth of hotel supplies & property. It provides the Front Office with information & assurance of rooms in order to meet the anticipated arrivals for the day.

a)

True

b)

False

31.

The person who is responsible for keeping the guestrooms clean and comfortable is called “Room Attendant”. Whereas, the person who is co-ordinate and supervises the Room Attendant work is called “Public area Supervisor”.

a)

True

b)

False

32.

Housekeeping Department is the only department with a legitimate access to every area of the hotel. It is responsible for the maintenance of cleanliness of the facilities which is the no. 1 reason for guests returning to the hotel

a)

True

b)

False

33.

Room Attendant work in guestrooms and in order to maintain the standard Attendant service and for guest satisfaction, certain rules must be adhered to and followed by maids when they clean rooms in any establishment.

a)

True

b)

False

34.

Laundry section is a very important section in Housekeeping Department because this section is responsible for maintaining the spotless and tips top condition of the guestrooms. The success of any organization, which provides accommodation, depends on good Housekeeping, especially in rooms.

a)

True

b)

False

35.

Housekeeping Department carries a major responsibility of purchasing, inventorying, issuing & taking care millions of pesos worth of hotel supplies & property. It provides the Front Office with information & assurance of rooms in order to meet the anticipated arrivals for the day.

a)

True

b)

False

36.

When ironing guest clothes:

a)

Shae them out before ironing them

b)

Read 'care labels'

c)

Never iron directly onto a hard surface

d)

All of these

37.

Housekeeping Department is the only department with a legitimate access to every area of the hotel. It is responsible for the maintenance of cleanliness of the facilities which is the no. 1 reason for guests returning to the hotel

a)

True

b)

False

38.

What will you do if you identify damage luggage as part of the unpacking process?

a)

Advise the guest after an hour

b)

Ask if replacement luggage is required

c)

Let the owner repair the damage

d)

Act as if you do not know

39.

The valet should be involved in guest room set-up. Identify which one is not applicable.

a)

Ensure requested requirements are complied with

b)

The room must be checked and inspected to verify if it ready

c)

Must be ready to receive the guest 1 hour before ETA

d)

Check the final presentation of the room

40.

These are important standards of communication, except ___.

a)

Listen

b)

Observe

c)

Know when to speak - and when not to

d)

Ignore everything

41.

When ironing guest clothes:

a)

Shae them out before ironing them

b)

Read 'care labels'

c)

Never iron directly onto a hard surface

d)

All of these

42.

Wearing the uniform, ensuring that _______.

a)

It fits properly

b)

It is clean

c)

It is in good condition

d)

All of these

43.

What will you do if you identify damage luggage as part of the unpacking process?

a)

Advise the guest after an hour

b)

Ask if replacement luggage is required

c)

Let the owner repair the damage

d)

Act as if you do not know

44.

What will you do before the guest arrives?

a)

Process charges to guest account

b)

Update guest history

c)

De-brief with management

d)

Reserach the guest

45.

As a valet, what will you do on departure of the guest

a)

Research the guest

b)

Identify their needs, wants and preferences

c)

Take action to meet expectations

d)

Process charges to guest account

46.

The valet should be involved in guest room set-up. Identify which one is not applicable.

a)

Ensure requested requirements are complied with

b)

The room must be checked and inspected to verify if it ready

c)

Must be ready to receive the guest 1 hour before ETA

d)

Check the final presentation of the room

47.

Examples of billable charges:

a)

Room Service charge

b)

Meals and drinks

c)

Functions and parties

d)

All of these

48.

These are important standards of communication, except ___.

a)

Listen

b)

Observe

c)

Know when to speak - and when not to

d)

Ignore everything

49.

Organizing repairs to items on behalf of guests is applicable, except?

a)

When asked and look for items needing repair

b)

Determine when guest needs the item

c)

when get things moving

d)

As long as you wanted

50.

Wearing the uniform, ensuring that _______.

a)

It fits properly

b)

It is clean

c)

It is in good condition

d)

All of these

51.

What will you do before the guest arrives?

a)

Process charges to guest account

b)

Update guest history

c)

De-brief with management

d)

Reserach the guest

52.

The following are the must-do in relation to requests from guests, except?

a)

Never do anything illegal

b)

Never put personal safety at risk

c)

Never agree to do anything which would damage equipment or property

d)

Nothing is too much trouble

e)

Never please the guest

53.

As a valet, what will you do on departure of the guest

a)

Research the guest

b)

Identify their needs, wants and preferences

c)

Take action to meet expectations

d)

Process charges to guest account

54.

Which of the following tasks is a part of the job of a Valet?

a)

Brooming

b)

Mopping

c)

Squeezing

d)

Delivery and pick up delivery

55.

Examples of billable charges:

a)

Room Service charge

b)

Meals and drinks

c)

Functions and parties

d)

All of these

56.

Want to get a fantastic reward after staying in the hotel

a)

Want to get a fantastic reward after staying in the hotel

b)

Offer to press and pack your luggage

c)

Offer welcome beverage.

d)

Explain the room facilities and amenities.

e)

Offer to unpack luggage.

57.

Organizing repairs to items on behalf of guests is applicable, except?

a)

When asked and look for items needing repair

b)

Determine when guest needs the item

c)

when get things moving

d)

As long as you wanted

58.

These are three basic guest wishes, except:

a)

They want to feel privileged

b)

They want to feel privileged

c)

They want to feel privileged

d)

Want to get a fantastic reward after staying in the hotel

59.

The following are the must-do in relation to requests from guests, except?

a)

Never do anything illegal

b)

Never put personal safety at risk

c)

Never agree to do anything which would damage equipment or property

d)

Nothing is too much trouble

e)

Never please the guest

60.

Which of the following characteristics of the guest is best to serve?

a)

shy guest

b)

fuzzy guest

c)

rude guest

d)

cordial guest

61.

Which of the following tasks is a part of the job of a Valet?

a)

Brooming

b)

Mopping

c)

Squeezing

d)

Delivery and pick up delivery

62.

Want to get a fantastic reward after staying in the hotel

a)

Want to get a fantastic reward after staying in the hotel

b)

Offer to press and pack your luggage

c)

Offer welcome beverage.

d)

Explain the room facilities and amenities.

e)

Offer to unpack luggage.

63.

These are three basic guest wishes, except:

a)

They want to feel privileged

b)

They want to feel privileged

c)

They want to feel privileged

d)

Want to get a fantastic reward after staying in the hotel

64.

It is one of the important pieces of information that you should know from the guest of the hotel.

a)

wife/husband's name of the guest

b)

children's name of the guest

c)

nature of work of the guest

d)

name of the guest

65.

Which of the following characteristics of the guest is best to serve?

a)

shy guest

b)

fuzzy guest

c)

rude guest

d)

cordial guest

66.

It is one of the important pieces of information that you should know from the guest of the hotel.

a)

wife/husband's name of the guest

b)

children's name of the guest

c)

nature of work of the guest

d)

name of the guest

67.

The following tasks are job desk of a Butler/ Valet, except:

a)

handling VVIP guest

b)

handling the personalized wake-up call

c)

escorting arrival guest

d)

Serving turn down service

68.

Butler is usually serving with guest type ________.

a)

Standard guest

b)

VVIP guest

c)

Low case type of guest

d)

Quiet guest

69.

It is a guest's personal male attendant, responsible for his clothes and appearance during his stay in the hotel.

a)

Room Attendant

b)

Butler/Valet

c)

Front Desk Officer

d)

Executive Housekeeper

70.

It is a guest's personal male attendant, responsible for his clothes and appearance during his stay in the hotel.

a)

Room Attendant

b)

Butler/Valet

c)

Front Desk Officer

d)

Executive Housekeeper

Fundamentals in Lodging

Total questions: 70

Worksheet time: 35mins

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