SUNWAY UNIVERSITY 7 COLLEGE SCHOOL OF HOSPITALITY, TOURISM AND LEISURE MANAGEMENT [VAMINATION FOR THE DIPLOMA IN HOSPITALITY AND TOURISM MANAGEMENT ACADEMIC SESSION 2007; JANUARY 2006 (Hospitality) ¥HR2322: HOUSEKEEPING MANAGEMENT II AuGUST 2007 TIME: 2 Hours INSTRUCTIONS TO CANDIDATES ‘This paper consists of 3 parts: Part A (40 marks) ~ Questions 1-40 are multiple choice questions. Shade your answers in the Multiple Choice ‘Answer Sheet provided. You are advised to use a 2B pencil. Patt B (45 marks) ~ SEVEN (7) short answer questions. Answer ALL questions in the Answer Booklet(s) provided. Part C (15 marks) - Problem Solving question. Write your answer in the Answer Booklet(s) provided. ARKS ALLOCATION MARKS ALLOCATED MARKS OBTAINED NAME OF CANDIDATE... STUDENT NO [Total Number of pages = 11 (Including the cover page)] Se Y/SHTLM HR2822/Apr Ago? 1PARTA : MULTIPLE CHOICE QUESTIONS (40 MARKS) INSTRUCTION(S) : Questions 1-40 are multiple choice questions. Shade your answers in the Multiple Choice Answer Sheet provided. You are advised to use a 2B pencil. 1. Which of the following lobby cleaning tasks would LEAST likely be assigned to Public Area Attendants on a daily basis? a. Polishing wooden furniture b. Dusting ceiling vents . Vacuuming drapes or window coverings d, Dusting furniture and table fixtures 2. Which of the following back-of-the-house areas does housekeeping generally have the LEAST cleaning responsibilities? a. Housekeeping areas b. Employee areas . Kitchen areas 4d. Administrative and sales offices 3. __ Ina large city hotel, the best time to have public rooms cleaned will be: a. early in the morning b, at mid-day . only as required d when the rooms are unoccupied 4. Which of the following hotel departments is a back-of-the-house area? a. Front Office department b. Food and Beverage Service department c. Hotel operated gift shop d, Human Resources department 5. High level cleaning of the public areas should NOT be undertaken whilst the public have access for reasons of: a. safety b. security , supervision d, appearance Star SHUM HAR232(Apr Aug? 26. ‘Spot’ cleaning is a term used for cleaning that is done: a. weekly + b. regularly according to the Floor Supervisors’ directions c. annually d. immediately after a spill occurs 7. Periodic cleaning should be planned to be carried out: aa. during periods of low occupancy b. at week ends . during periods of high occupancy d. at the end of each month 8. During the past week, the Executive Housekeeper noticed that guest service areas and server stations in the dining room have not been properly cleaned before the breakfast service period. The MOST appropriate action for the Executive Housekeeper to take would be to: a. inform housekeeping's night crew that they must take responsibility for cleaning those areas. b. schedule a meeting with the hotel General Manager to resolve the situation. . meet with the dining room manager and agree on which department should take responsibility for consistently maintaining these areas. 4d. write a memo to the rooms division director complaining about the lack of cooperation from the dining room staff. 9. Ali, a night cleaner at the Clearview Hotel, was polishing the bronze elevator fixtures. He accidentally dropped a rag into a container of cleaning solution and ‘some liquid got into his eyes. What document would the housekeeping manager check to see if the accident posed a health hazard to Ali? a. OSHA HazComm Standard b. MSDS from the cleaning solution manufacturer c. Hotel's Exposure Control Plan d. Prior accident reports 10. Which of the following components makes up a piece of carpet? a. Face Yarn, Main Backing and Sub Backing b. Top Hair, Sub Backing and Primary Backing c. Face Yarn, Primary Backing and Secondary Backing d. Face Yarn, Main Backing and Secondary Backing Sur L/SHTLNHER2S22/Aor Ago? 311. Stains on carpets should be treated: a. weekly b. monthly ©. fortnightly d. daily 12. When lifting heavy objects you should: a. keep your arms extended so the object is away from your body at all times b. keep one hand free at all times . keep your back slightly bent at all times 4. make sure that your leg muscles, not your back muscles, do the lifting 13, The general manager at the Wilton Plaza Hotel has asked Julio, the Executive Housekeeper, for criteria to select new carpeting for the hotel lobby and guest- room corridor floors. Which of the following features should Julio recommend as the best indicator of a carpet’s durability? a. The density of the carpet’s face fibers b. The face weight of the carpet . A high pile with a loose fiber twist d. A low pile with a tight fiber twist 14. ‘The following statements about carpet are true EXCEPT: a. face yar is the surface of the carpet you walk on. b. primary backing is also known as pile. ¢. secondary backing is bonded to the primary backing. d. primary backing can be made of jute or synthetic fibres. 15. Which of the following is NOT primarily the responsibility of Housekeeping in relation to guest loan items? a. Identifying which items to purchase and inventory b. Maintaining inventory records c. Ensuring that borrowed items are returned 4. Responding to guest requests 16. An inventory is a list of: a. receipts for goods in a store. b. items in general use in a hotel room, . lost property held by the housekeeper. d. wines available in the restaurant. SUPUSHTUM HR 2322/ Apr Aug? 417. 18. 19. 20. 21. What is the amount of ONE ‘Par Stock’ for pillowcases for a 200 room hotel with 150 double beds (double occupancy) and 50 single beds (single occupancy)? a. 200 pieces b. 350 pieces c. 700 pieces d. 1750 pieces One par of linen is also known as: a. house set-up b. par set-up ¢. par stock set-up d. minimum/maximum par set-up At the Par Hotel, the safety stock level for guestroom soap is 2 cases. This allows housekeeping to always have on hand enough soap to service a 5 day stretch at 100 percent occupancy at the hotel. Hugh, the Executive Housekeeper, knows that Is also takes 5 days from the time housekeeping tums in a purchase request to when guestroom soap is delivered by the supplier. What should be the minimum quantity of guestroom soap inventoried by the housekeeping department? a. 2 cases b. 3 cases c. 4 cases . cannot be determined How often should physical inventory be taken in the Housekeeping store? a. Daily b. Weekly . Monthly d. Annually ‘The Executive Housekeeper is generally responsible for THREE (3) main types of linen. Identify them. a. Bed, bath and guest loan items b. Bath, bed and uniforms c. Bath, bed and table d. Bath, bed and amenities Sun L/SHTLM/AAR2322/Aor gO? 522, _ Inregard to non-recyded inventories maintained by the Housekeeping Department, the greatest number, of purchase units that should be in stock at any time Is called: a. the lead-time quantity b. the par level cc the minimum quantity d. the maximum quantity 23. Which of the following is the largest single expense item on a Room Division income statement? a. Laundry and dry cleaning b. Cost of sales ¢. Salaries and wages d. Operating supplies 24. Thedirect costs of a housekeeping department include: a. rent and rates b. manager's salary c. advertising d. wages of housekeeping staff 25. The first step in the planning process for the operating budget is to: a. estimate expenses b. estimate capital expenditures . assess cash resources 4. forecast room sales 26. Jack, the Executive Housekeeper at the Kleer Vista Hotel, is considering contracting the services of a local company to wash the exterior windows. of the hotel. Which of the following would NOT help Jack select the right company for the job? a. Jack should request cost estimates from at least three window washing firms. 'b. To get the best deal possible for the hotel, Jack should give different job specifications to each contractor bidding for the work. c. Job specifications should list the expected frequency of window washing services. d. Jack should check on the quality and efficiency of contractors bidding for the work by calling some of their current and past customers. Sur Y/SHTINHR2322/Apr Ago? 627. 28. 29. 30. 31. Tom, the Executive Housekeeper at the Trying Times Hotel, knew he had a problem when the February budget report showed his department was 20 percent over budget for the month and 15 percent over budget for the year. ‘Actual February occupancy at the hotel was right on target with forecasted levels. Which of the following would be the LEAST appropriate area for Tom to investigate as a possible source of the department's expense problem? a. Examine staff scheduling practices. b. Compare actual cleaning practices with standard cleaning procedures of the department. c. Analyse guest satisfaction ratings with housekeeping servic d. Evaluate the efficiency and cost of cleaning products used in the department. During a busy dinner period, a busser dropped a tray with four full pitchers of water. Which of the following carpet problems could result if the spill is not attended to promptly? a. Pile distortion b. Fading . Wicking 4. Pilling ‘An effective way to help employees practise a task during a training session is to: a. have employees demonstrate the tasks b. administer a test to identify what employees need to review . provide employees with a copy of the appropriate job breakdown 4d. observe their performance on the job Which of the following would NOT be placed on an employee bulletin board? a. employee work schedules b. announcements such as promotions, transfers and new hires . performance appraisals d. guest comments Awork schedule is used mainly to: a. improve the efficiency of the work b. help make up the wages sheets C. give conditions of employment d. check that the work has been done SUP U/SHTLMPHER2322/A0 AUG 0? 732. 33. 34, 35. 36. 37. The prime function of a duty rota is: aa. to ensure fair distribution of the work b. to maintain standards c. to ensure efficient deployment of staff d. to reduce absenteeism When cleaning large floor areas, the MOST efficient way of organising staff is into a: a. team b, unit. c. block d, group ‘Block Cleaning’ refers to the method of cleaning where: a. the same task is carried out in all the rooms before moving to the next task b. all the rooms in one section are cleaned before moving to the next section . all the rooms in one floor are cleaned before moving to the next floor d. all the rooms in one section are given special attention The dining room staff is usually responsible for keeping the area presentable during hours of operation. Their typical cleaning responsibilities include all of the following EXCEPT: a. leaning tables b. cleaning upholstered furniture ¢. light vacuuming or sweeping d. attending to on the spot spills The term ‘low dusting’ refers to the control of dust from: a, skirting boards only b. ceiling, pipes and ledges c. tables and chairs only d surface within arm’s length The drapes in the guestroom at the Royal Hotel never seem to hang naturally. ‘The sewn in lining bunches areas of the drapes giving them a permanently rumpled appearance. Which of the following cleaning methods might have prevented this problem from occurring? a. regular vacuuming b. dry cleaning cc. hand washing d. more frequent laundering Sun STEM HOR2322/hor-AugO7 838. 39. 40. Which of the following wallooverings is considered the most luxurious but is also ‘expensive, hard to install, easily damaged and difficult to clean? a. Painted surfaces b.Vinyl surfaces with cotton backing c. Vinyl surfaces with polycotton backing d. Fabric surfaces What type of bulb is SUITABLE to be used for the bedside table lamp in a guest room? a. 60 Watt Clear glass bulb b. 60 Watt Frosted glass bulb cc, 100 Watt Clear glass bulb d. 100 Watt Frosted glass b If a suspicious package is found in a public room by a supervisor the FIRST action should be to: a. report the matter to the duty manager . ask any customers to leave the room . remove the package from the room d. notify the police END OF PART A SUP U/SHTLM(HHR2I22Apr Aug? 9PARTB + SHORT ANSWER QUESTIONS (45 MARKS) INSTRUCTION(S): SEVEN (7) short answer questions. Answer ALL questions in the ‘Answer Booklet(s) provided, 1, Elaborate on how can carpet related problems such as mildew, shedding and shading be prevented by the Executive Housekeeper in the public areas. (6 marks) 2. Describe the importance of placing an underlay beneath a soft floor covering? (5 marks) 3, State and briefly explain the importance of having dean and well kept public areas. (10 marks) 4. Describe various methods usually employed by the Executive Housekeeper when analysing labour cost during his/her budget preparation. (7 marks) 5. What are the different types of data that would normally be required by the Executive Housekeeper in order to request capital equipments? (8 marks) 6. Emphasise the vital reasons why Executive Housekeepers need to conduct deep cleaning in public areas? (5 marks) 7. Several Room Attendants have asked for a regular rotation in the housekeeping department. What are the benefits of crass training to both properties and employees? (4 marks) END OF PART B Sun U/SHTLM HER 2322/40 AUg07 10PART C : PROBLEM SOLVING QUESTIONS (15 MARKS) INSTRUCTION(S): Write your answers in the Answer Booklet(s) provided, Question 1 (15 Marks) ‘Ahmad Is a porter who has been working in the hotel for the past six years. His work performance is very good — he even received several compliments from some guests. He Is able to work as a team with all the other housekeeping staff. Mr Jonathan Brown, a VIP guest, has checked into room 1502 (15" floor) this morning. After resting for a while, he went for a short meeting in the Business Centre at 10.30am. Upon his return to his room at 11.30am, he realised that his gold Rolex watch was missing. He noticed that Ahmad was sending some extra bath towels to room 1504 as he was on his way to the Business Centre, Thus, he believes that he is the culprit. However, he cannot remember whether he has locked his room door. He has filed a complaint with the Duty Manager. A copy of the complaint has been forwarded to you. Outline your course of action by using a step-by-step plan. (15 marks) END OF EXAM PAPER Sun U/SHTLNHR2322/Apr Ago? uw