HOUSEKEEPING NC II

QUESTION AND ANSWER

1. What does it take to become a well groomed butler/attendant?
 Ans. Proper grooming includes not only the proper way of dressing, but our personal sanitation
and hygiene, and the way we communicate. Being clean in and out will give us confidence and
proper communication will build good impression about us.

2. How to developed rapport from the guest

 Smile


3. Give at least 5 cleaning supplies

 Chemical


4. What will you do if you found dead guest in the room

 Report to Supervisor in charge


5. What is the difference between the grooming of pa t0 room attendant



6. The guest is complaining about the room is very hot what will you do


7. How will you pack/unpack and store guest luggage?

 Ans: packing and unpacking clothes is done with the presence of guest. Putting them properly
on top of the table and wait for further guest instructions. Clothes should be hanged properly in
the closet.

8. What is the proper procedure of cleaning at least 3 types of shoes with the following
materials: leather, lace/gamosa and rubber?
 Prepare all needed shoe cleaning materials. Use the soft brush for the gamosa, and lace
materials, making sure not to destroy any parts of shoes. For the leather shoes, shoe polish,
brush and piece of rug is used.

9. How can you assist guest in the repair of detached buttons on guest’s clothes?
 Look for the most appropriate thread or buttons to be used. And then ask guest approval before
starting the repair.

10. How can you assure guest confidentiality of his transaction?

 I will arrange a private area for my guest meeting, and then tell him/her to just give me a call
just in case he/she needs my assistance.

11. How do you handle guest request for safekeeping of valuables?

 Explain to guest safekeeping procedures for valuables; assist him to list down details of his/her
valuables before forwarding it the LOST AND FOUND section. Also remind guest to have a copy
of his/her receipt.

12. What is the importance of effective communication skills to a butler/valet service?

 The importance of effective communication skills to a butler is that, he/she will have confidence
to face all guests from different walks of life. Thus making guest feel comfortable and happy
knowing he/she was understood, likewise hotel will get good impression from the guest.

13. What is the generic term for ethanol

 Alcohol

14. What are some symptoms/signs of alcohol intoxication?

 Distorted speech, smell of alcohol, drowsy eyes, uncontrolled body movement , unpleasant
statements

15. Explain how food is presented to guest in room service from setting up to bidding goodbye?
 I will set a table according to the standard table set-up, observing the proper positioning of cup’s
handle and the ¾ - 1 inch distances of the table at the same time. I will ask him to sign the bill.
After which, I will ask him as to the time he wants me to bus out the dishes
16. The guest requested for the arrangement of his trips/flight to other tourist spots of the
country, whom should you refer him? And how?
 I can connect you now to our Concierge. He can do it well for you.

17. How will you perform” MAKING UP ROOM” when there is guest inside?
 I will do the bed making first, so that they could comfortably rest, while I will be doing the
bathroom cleaning and such other areas needing attention.

18. Between a “Check out room” and request for “Make Up Room” which one will you do first?
 I will do first the request for MAKE_UP room” to satisfy the need of the guest, because the guest
might be waiting in the room.

19. What is Alcohol intoxication

 Alcohol intoxication is defined as when the quantity of alcohol the person consumes produces
behavioral or physical abnormalities. A person who is intoxicated with alcohol they may have
euphoria, poor coordination and movement, poor judgment, memory loss, slurred speech,
confusion, and even coma and death if the person consumed enough alcohol

20. What are you going to do as a Housekeeper if your guest showing signs of alcohol
intoxication?
 Offer another drink such as non- alcoholic beverages.
 Stop alcohol service to intoxicated guests.
 Inform the manager/supervisor about the situation
 Ask the help of a co-worker or manager to watch or help as you refuse to serve alcohol to a
guest.

21. Discuss the proper loading of housekeeper’s trolley and explain why?
 I will see to it that the trolley is free from dirt and dust before I will file the materials and linens
accordingly; I group the cleaning detergents according to its use. I see to it that the supplies I
have are enough for the assigned room for that day.

22. Discuss thoroughly the difference between Bed Making and Make up Bed?
 Bed making is the task of changing the linens of the bed of a check out room, while make-up
bed is the fixing of the bed of an occupied room using the same linens.
23. Explain the safety measures in making up or bed making?
 The bed making calls for enough strength and proper techniques in order to it properly. I should
bend my knees when mitering and lifting mattresses rather than bending my back to protect my
spine.
 When blood stain is seen I should place it inside a plastic bag, label it properly and segregate it.

24. Will you identify the materials used for flooring, walls and ceiling? Discuss the proper cleaning
and appropriate cleaning materials to use?
 Vacum Cleaner – use to eliminate dust
 Dusting cloth – to remove dust from the wall
 Ceiling broom – to remove cobwebs from the ceiling.

25. How do you maintain the housekeeping equipment like a vacuum cleaner?
 I have to empty the dust bag, wipe the body, handle of the vacuum cleaner and the wiring.
 Then I fold the wiring properly and neatly before I store it .

26. Discuss the tasks for TURN DOWN SERVICE?

 Turn down service is usually done between 5:00 pm to 9:00 in the evening, to prepare the room
for guest’s sleep.
 I empty the waste basket, wash the used glasses and remove other mesh in the room.
 I will clean the CR, close the curtains, then prepare the bed with the turn down folding of the
linens at the side where the phone is placed.
 I will spray with room deodorizer and give a last look.

27. What is the standard procedure for laundry?

 Laundry procedure starts from picking up to segregation or sorting of guest’s clothes and linens.
 Check on stained linens and separate them for proper treatment
 The white are separated from colored
 The white are further segregated according to soilage
 Check guest clothes labels as to laundry instruction, then separate
 Proceed with the rinsing and soaping
 Final rinsing and softening
 Check as to the quality of laundry. Repeat if necessary
 Dry and iron
 Label and deliver
28. What is the proper way or process of ironing?
 Start the procedure by checking and dusting the iron board.
 POLO: Start at the back part of the collar, then front, button holes, the shoulders, sleeves and
whole body.
 PANTS: start with the back of the waist line, pockets and zipper, the whole of the upper hip lines
and the lower parts.

29. What will be your basis for the choice of the method of laundry to be used?
 The type of clothing material used, the laundry instruction on the tag, and the degree of
spoilage will be my basis for the laundry method to be used.

30. Why is it necessary to conduct post laundry activity?

 So that we know if there were damages to clothing material after the laundry to be able to do
repair. And to check on the quality of the laundry done and to check is the stained were
removed.

31. How will you bill and deliver laundry for guest?
 The clothes must be checked against the list and descriptions. Careful inventory of laundered
clothes must be done prior to billing and delivery.

32. What is the proper way of operating a washing machine? Discuss the cleaning agents and
chemicals and its uses.
 Refer to your manual
 Laundry powder – used to remove dirt from the fabric
 Zonrox – to remove stains from the fabric

33. How will you do the post laundry cleaning activity? Why is it necessary to check the items
after laundry? Discuss thoroughly.
 The machine must thoroughly clean to remove residue of dust and particles. This is to have a
good maintenance of the machine and to prepare for the next laundry.
 All cleaning materials and chemicals must return to storage area. The floor must be free of soap
and other accident causing materials.

34. How do you care for laundry equipment and supplies?

 The machine and other laundry equipment must be free of soap and other chemicals. I will
clean, rinse and dry them off before storing.
35. Prepare/fill up a comprehensive laundry report and billing of laundry services.
 Record of the items picked up from guest
 Record of in-house items for laundry
 Record of sorted items and the counts per item
 Record of items with stains and the treatment done
 Record of damages due to laundry
 Record of chemicals and items taken from storage
 Record of billing
 Record of delivery of guests clothes
 Record of delivery of in-house item

36. What is PPE and why is it important during public area cleaning?
 PERSONAL PROTECTIVE EQUIPMENT
 it is very important for the safety and protection of housekeeper’s against possible bacterial
contamination and from being hurt with sharp object

37. Discuss the complete procedure of using a floor polisher and a carpet shampoo?


38. Identify the cleaning equipment and chemicals and its uses?
Identify at least 6 cleaning chemicals and its uses.


39. How can you reduce risk/ prevent accident for your colleagues and guest?
 I will install the caution sign or barricade the area.

40. Discuss the proper care of equipment and cleaning chemicals, Why?
 Clean and store to its proper places after using.

41. While cleaning you noticed a strong gas leakage, and discovered the water leakage, what will
you do and why?
 Both leakages can cause damage to the hotel but I will immediately report the gas leakage to be
followed by the water leakage.
42. How do you manage hotel waste and garbage? Discuss thoroughly
 Segregate the biodegradable, non-biodegradable and toxic.

43. How will you handle the situation when an intoxicated guest held your arm and pulled you
towards the room?
 When the guest is intoxicated, he has no more control of his speech and actions. In such case, I
politely excuse myself.

44. How will you handle a guest who arrived to the hotel with the signs of intoxicated?
 I will assist him with the necessary assistance like securing his things inside the room. I will see
to it that his door is properly closed before leaving him. And I will do follow up of his condition.

45. The 6 S
