Chapter 1

Question 1

1.1 9 areas of responsibility

Answer 1

Meeting:
- Guests requests
Managing:
-Guest laundry
-Lost and found
-Staff uniforms
-Floral arrangements
Maintaining:
- linen stock control
Controlling:
-mini bar
Providing:
-butler services
- turn down service

Question 2

1.2 Explain adjacent, adjoining and connecting rooms.

Answer 2

1. Adjacent rooms: 2 rooms beside each other or across the corridor.
2. Adjoining Rooms: 2 rooms that are beside each other
   3.Connecting room: 2 rooms with an interconnecting door

Question 3

1.3 What 6 things must you remember when providing guest services.

Answer 3

1. Never say no to a guest
2. Use the guest’s name
3. Always be courteous and polite
   4.Confirm request details
   5.Promptly locate and deliver requests within the agreed time frame
   6.Set up equipment for guests

Question 4

1.3 Who is the immediate supervisor for a hotel room attendant?

Answer 4

Floor Supervisor

Question 5

1.3 What is the role of a Hotel room attendant?

Answer 5

To clean and maintain the assigned guestrooms in accordance ti the hotel standards.

Question 6

1.3 Name 6 responsibilities of a Hotel room attendant.

Answer 6

1. Attend roll calls to be updated on the day’s events
2. Tidy and arrange neatly guests toilet articles on vanity counter
3. Check rooms and report any discrepancies.
   4.Perform designated task in a polite, prompt and orderly manner
   5.Hang guest’s night clothing
4. Perform daily crash programs

Question 7

1.3 Who is the immediate supervisor for a Hotel Housekeeping Clerk/ Coordinator.

Answer 7

Excecutive Housekeeper

Question 8

1.3 What is the role of a Hotel Housekeeping Clerk/ Coordinator.

Answer 8

To execute all office administrative and clerical duties.

Question 9

1.3 Name 6 responsibilities of a Hotel Housekeeping Clerk/ Coordinator.

Answer 9

1. Maintain and update information recorded on planning and schedule boards.
2. Handles all incoming and outgoing correspondences.
3. Answer and handles guest’s telephone requests.
4. Maintain and update Room History Records.
5. Make requisitions from General Store.
6. Make Purchase Requests.