Housekeeping Reviewer
skills to a butler/valet service is to give the
I. Oral Questioning
1) How can you establish rapport with guests?
-Greet the guest with a welcoming smile and
assist the guest.
2) What does it take to become a well groomed
valet/butler attendant?
-The valet or butler attendant should wear
their proper uniform and both practices good
hygiene.
3) How will you pack/unpack the guests luggage?
-Before doing the procedure, ask the guest’s
permission. If packing, start from the biggest
items to smallest items and if unpacking, start
from the smallest ones to biggest ones.
4) What is the proper procedure of cleaning at
least 3 types of shoes with the following
materials: leather, lace/gamosa, rubber?
-Handle it with care; inform the guests
immediately if there are missing beads or
damages on the shoes. If the shoes is leather,
clean it first to remove the dirt then apply the
cream polish with the same color as the shoes
in a circular motion, let it dry and brush it with
leather brush to shine; if the shoes is
lace/gamosa, clean it using the appropriate
materials; if the shoes is rubber, make sure to
remove first the laces before cleaning. Soak
the laces if necessary. Brush shoes underneath
to remove the dirt using a small amount of
soap and water then rinse. Clean the surface
of the shoes but not getting too wet. Hang
them both, the shoe lace and the rubber shoes
to dry.
5) How can you assist guest for the repair of
buttons on his/her clothes?
-Ask the guest politely if the guest needed
your help.
6) How can you assure guest of confidentiality of
his transaction?
-What you see and what you hear, you must
leave it here and mind your own business.
7) How do you handle guest request for
safekeeping of valuables?
-Place the guest’s valuable things inside the
safety deposit box or vault.
8) What is the importance of effective
communication skills to a butler/valet service?
-The importance of effective communication
quality of service and satisfaction of the guest.
9) What is the generic term for ethanol?
-Alcohol
10) What are some symptoms/signs of alcohol
intoxication?
-Dizziness, Vomiting, Unconscious and smell of
alcohol.
II. Oral Questioning
1)Explain how food is presented to guest in room
service from setting up to bidding goodbye?
-Present the food to the guest by naming it one
by one.
2)The guest requested for the arrangement of his
trips to tourist spots of the country, how will
you assist him?
-Refer the guest to the front office politely.
3)How will you perform “making up room” when
there is guest inside?
-Knock the door thrice. Announce yourself
“housekeeping”. Greet the guest, introduce
yourself and ask permission to clean the room.
4)Between a check out room and request for “make
up room” which one will you do first?
-Clean first the check-out room because once it
becomes vacant ready it is ready for sale while
the room make-up, cannot be sale for there is
still guest inside.
5)What is alcohol intoxication? Elaborate or give
example.
-Overdrinking of alcohol.
6)What are you going to do as housekeeper if your
guest showing signs of alcohol intoxication?
-Ask the guest politely if the guest needs your
help. If the guest is your opposite sex, ask your
co-worker to assist the guest. If not, then assist
the guest courteously.
7)Discuss the proper loading of trolley and explain
why?
-1st layer is the guest amenities; 2nd layer is the
linens & towels; 3rd layer is the cleaning
materials to use, it is to organize everything
that is needed for the cleaning.
8)Discuss thoroughly the difference between bed
making and the make-up bed?
-Bed making is to remove the linens & replacing
it new ones while the make-up bed is to
arrange the linens on the bed accordingly.
 9)Explain the safety measures in making up or bed
making?
-Bend your knee, straight your back to avoid
back pain.
10) Will you identify the materials used for flooring,
walls and ceiling? Discuss the proper cleaning
and the appropriate cleaning materials to use?
-Mop to clean the floor; Dustpan & broom to
dust the dirt; Ceiling brooms to reach the
cobwebs; etc.
11) How do you maintain the housekeeping
equipment like a vacuum cleaner?
-Clean every after used.
12) Discuss the tasks for turndown service?
-Place the trolley in front of the door & knock.
Empty the trash, wash & wipe the empty
glasses; make-up the bed, fold the sheets
diagonally; recheck the bathroom & dry the
area. Replenish other guestroom supplies; leave
the breakfast order form; close the curtains &
turn off all the lights except for the bedside
lamp. Recheck the room before leaving.
III. Oral Questioning
1)What is PPE and why is it important during public
area cleaning?
-Personal protective equipment; it is important
during public area cleaning for the
consideration of health and safety.
2)Discuss the complete procedure of using a floor
polisher and carpet shampoo.
-Check first the condition of the equipment.
Plug the cord, hold the handle, and press the
button on to start cleaning. Read the manual
usage if necessary.
3)Identify the cleaning equipment and chemicals &
its uses?
-Floor polisher to polish the floor; Carpet
sweeper to clean carpet; Hydro vacuum to sip
both dirt & water; For chemicals: Bleach,
detergent, disinfectant, chlorine etc.
4)How can you reduce risk/prevent accident for
your colleagues and guests?
-When cleaning always use warning
sign/caution sign.
5)Discuss the proper care of equipment and
chemicals. Why?
-Clean every after used & store at the proper
storage to avoid accident & to extend the
lifespan of the equipment.
6)While cleaning you noticed a strong gas leakage
and discovered the water leakage, what will
you do and why?
-Stay calm, do not panic; Inform your supervisor
immediately so that the maintenance
department will fix the leakage.
7)How do you manage hotel waste and garbage?
Discuss thoroughly.
-Separate the biodegradable & non-
biodegradable.
8)How will you handle the situation when an
intoxicated guest held your arm and pulled you
towards the room?
-Stay calm, do not panic; Inform the guest
about the hotel policies& regulations in a polite
way that the housekeepers are not allowed to
enter the guestroom without the front office &
supervisor’s advice. If the guest insisted, call the
security personnel for assistance.
9)How will you handle a guest who arrived to the
hotel with the signs of intoxication?
- Ask the guest politely if the guest needs your
help. If the guest is your opposite sex, ask your
co-worker to assist the guest. If not, then assist
the guest courteously.
IV. Oral Questioning
1)What is the standard procedure for laundry?
-Separate colored ones & white ones to avoid
discoloration.
2)What is the proper way or process of ironing?
-Start from collar then sleeve; front & the back.
3)What will be your basis for deciding the method
of laundry to be used?
-Look for the tag or the label of the clothes.
4)Why is it important to conduct a post laundry
activity?
-To determine the laundry activities & be
guided with the special instructions of the guest
clothes.
5)How will you bill and deliver laundry for guests?
-Knock the door thrice. Greet the guest;
introduce yourself; Present the finish laundry to
the guest by repeating what’s on the guest’s
laundry form & ask the guest to affix their
signature upon receiving the items.
6)What is the proper way of operating a washing
machine? Discuss the cleaning agents and
chemicals and its uses.
-Plug the cord, put an amount of detergent &
water on the machine before loading the
washed clothes & press start; If the machine is
automatic, plug the cord; put an amount of
detergent & fabric softener on the machine’s
dispenser before loading the clothes; Turn on
the button & set the program; Press start.
7)How will you do the post laundry cleaning
activity? Why is it necessary to check the items
after laundry? Discuss thoroughly.
-Always be guided with the laundry activity
instructions; it is necessary to recheck the items
after laundry to determine the guest clothes &
if it has damage/s.
8)How do you care for laundry equipment and
supplies?
-Clean & store every after used.
9)Prepare a complete laundry report and billing of
laundry services.
-Consult first the front office for the accurate
information & for confirmation.