FUNDAMENTALS OF LODGING OPERATION

UNIT 1
ACTIVITY 1
Pre-Test
TRUE OR FALSE. Answer true if the statement is correct and false if it is wrong.

FALSE 1. Housekeeping Supervisor heads the housekeeping department

of a lodging establishment whether it is a large or small.
FALSE 2. There are four sections comprising the housekeeping
department mainly: the rooms division, public area, guestrooms/private area
and the linen and laundry area.
FALSE 3. The houseman and chambermaid works closely in the
maintenance and upkeep of guestrooms or the private areas of the hotel.
FALSE 4. The corridors, lobby, coffeeshop and the elevator are some
places of the hotel included in the maintenance functions of the roomboy.
FALSE 5. Powder girls‟ area of responsibility in the hotel are the ladies
fitness gym and the ladies guestrooms.
TRUE 6. In the housekeeping structure of the lodging establishment,
roomboys and chambermaids are under the supervision of the Roomskeeping
Supervisor.
FALSE 7. In bigger lodging establishment, the roomboy can also be a
houseman.
TRUE 8. Staff uniforms are included in the cleaning services of the linen
and laundry section of the housekeeping department in the hotel.
FALSE 9. The room boys are in-charge of the replenishment of mini-bar
items in the guestrooms.
FALSE 10. Chambermaids daily routine includes the cleaning and
maintenance of the ladies public comfort rooms.

ASSESSMENT
I. TRUE OR FALSE. Answer true if the statement is correct and false if it is
wrong.

FALSE 1. Powder girls‟ area of responsibility in the hotel are the

ladies fitness gym and the ladies guestrooms.
TRUE 2. In the housekeeping structure of the lodging establishment,
roomboys and chambermaids are under the supervision of the
Roomskeeping Supervisor.
FALSE 3. In bigger lodging establishment, the roomboy can also be a
houseman.
TRUE 4. Staff uniforms are included in the cleaning services of the
linen and laundry section of the housekeeping department in the hotel
FALSE 5. The room boys are in-charge of the replenishment of minibar items in the guestrooms.
FALSE 6. Chambermaids daily routine includes the cleaning and
maintenance of the ladies public comfort rooms.
FALSE 7. Housekeeping Supervisor heads the housekeeping
department of a lodging establishment whether it is a large or small.
FALSE 8. There are four sections comprising the housekeeping
department mainly: the rooms division, public area, guestrooms/private
area and the linen and laundry area.
FALSE 9. The houseman and chambermaid works closely in the
maintenance and upkeep of guestrooms or the private areas of the hotel.
FALSE 10. The corridors, lobby, coffeeshop and the elevator are some
places of the hotel included in the maintenance functions of the roomboy.

B. MATCHING TYPE. Match column A with Column B. Write only the letter of your
choice in the first column of the table.

Column A Column B
j 1. Garden & Pool a. ironing guest clothes and staff uniform
b 2. Executive Suite b. Rooms Division
g 3. Houseman c. birds eyeview of the housekeeping
h 4. Linen Sorter d. head houseman
d 5. Executive Housekeeper e. Roomboy
i 6. Guestroom maintenance f. Mini-bar attendant
c 7. housekeeping organizational structure g. hallways and elevators
a 8. steam presser h. Linen & Laundry Section
f 9. replenish guestroom stocks i. roomskeeping
e 10. direct & control public areas j. public area

UNIT 2
PRE-TEST
A. MULTIPLE CHOICE: Choose only the correct letter of your choice.

1. Which of the following is not commonly requested by guest in the hotel.

A. Additional equipment in their room
B. Extra tea, coffee, sugar and milk sachets
C. Entertainment like video games
D. Additional bedding
2. What are 2 examples “other “ request made by guests? (2 choices)
A. Servicing of rooms C. Escort to room facilities
B. Repairs D. Lost and found
3. If a guest wanted information about the restaurant in the hotel, what can
you give the guest?
A. Copies of menu C. Phone numbers of restaurants
B. Opening hours D. All of the above
4. When collecting an item from a room, which of the following procedures
should come first:
A. Pick up the item and walk to the door
B. Tell the guest why you are there
C. Thank the guest for the permission to do the action
D. Ask permission to enter the room
5. Guests will often call housekeeping for instructions on how to operate
items in the room. What are two items guests may require instructions
for?
A. Instructions on how to make up bed
B. Instructions on how to work equipment
C. Instructions on how to turn down the bed
D. Instructions on how to work heating system

B. TRUE OR FALSE. Answer true if the statement is correct and false if it is wrong.

TRUE 6. When demonstrating how to use an item to guests, it is

important that they try to do it while you are in the room.
TRUE 7. When an item has malfunctioned it must be replaced
immediately.
TRUE 8. If a guest is doing something that is legal however immoral
you should act immediately.
FALSE 9. If there is a delay and the guest is angry, the best thing to do
is identify who is to blame.
TRUE 10. Even if another department is delivering an item that a guest
requested with you, it is good to follow up with guest to ensure they
received it.

LEARNING ACTIVITY

 What types of housekeeping requests guests make;

 Need for items to the room
 Servicing of rooms
 Repairs
 Instructions
 Lost and found
 Handling complaints
 Handling guests request promptly
 What types of housekeeping requests staff make;
 Cleaning
 Staff Uniforms
 Provision of Supplies
 Security
 Other Task
 How do staff record housekeeping requests;
 Confirming wha is needed
 Noting details of what is needed
 Keys to agreeing on timeline
 Time delays
 When would they need to liaise with other staff to obtain or deliver
services or items
 If there are some occasions, there will be a need for teamwork and the person receiving the
request for housekeeping services may need to obtain assistance from another staff member to
comply with the request. Also, where you feel that you are unable to fulfill the request on your
own, you should always be prepared to ask others for their help.
 What items are commonly delivered to rooms and how do staff record
the movement of items, if required.
 This are some items that are commonly delivered to rooms namely, Extra hangers for clothes,
extra pillows, extra blankets, Extra tea, coffee, sugar and milk sachets and etc. To record the
guest request , they should confirm what is needed, also noting details of what is needed,
agreeing on time and lastly the time delays.
 What items are commonly set up in the rooms
This are the items that are commonly set up in the rooms;
 Additional equipment in their room
 Valet or laundry service
 Additional bedding
 Extra tea, coffee, sugar and milk sachets
 Extra crockery or cutlery
 Vases.
 Replacement items such as hair dryers, toasters, irons and electric jugs to replace items that
are not working
 Extra bathroom guest supplies
 Additional items in compendium
 Additional towels
 Extra hangers for clothes, extra pillows,
 extra blankets
 A power conversion board
 Ice and ice buckets.
 Items available through housekeeping
 Additional equipment in their room
 Fold-away bed
 Additional bedding
 Extra blankets
 Extra pillows
 Extra towels
 Hand towels
 Face washers
 Bath towels
 Floor mats
 Items in compendium
 Extra stationery
 Bathroom supplies
 Extra shampoo
 Extra soap
 Extra shower caps
 Items for beverage making.
 Extra tea, coffee, sugar and milk sachets
 Extra crockery or cutlery
 Electrical water jug or kettle
 Hair dryer
 Toaster
 Iron and ironing board.
 Services available through housekeeping
 Improvement in the servicing of room
 Room to be re-vacuumed
 Area to be re-cleaned.
 Bed to be remade
 Repair or removal of broken equipment
 Light bulb changed
 Air conditioning or heating system fixed
 Instructions on how to work equipment
 Instructions on how to work entertainment equipment
 Instructions on how to work heating system
 Instructions on operating the in-room safe.
 The best methods to advise customers on information relating to items
and services.
 Provide information directly
 Arrange for someone more suitable to come in person to provide information
 Follow up a request including dinner reservations
 Arrange copies of information sought including maps, brochures, menus or contact
information.
 Tips to advise guests on the use of items delivered to the guest room
 This sort of item
 The type or model of equipment in the room.
 Tips to demonstrate to guests how to use items delivered to the guest
room.
 Explain the functions and operations of all aspects of the item
 Make sure all health and safety requirements are covered
 Use clear terminology, simple words
 Use some simple questions to test guest understanding
 Examples where housekeeping staff members will not be able to
provide sufficient advise or demonstrations to guests
I. Written Question
Student Name:Rowell P. Martinez Jr.
Answer all the following questions and submit to your Trainer.
1. What are four items that are commonly requested by guests?
 Extra blankets , Extra tea, coffee, sugar and milk sachets
 Extra pillow, Extra blankets
2. What are two examples other requests made by guests?
 Air conditioning or heating system fixed, Instructions on how to work heating system
3. What are three „cleaning‟ requests made by staff to housekeeping?
 Move room service trays from rooms or corridor to appropriate store area
 Check mini bars for departing guests
 Check actual status of a room – whether a guest has actually left the room or if it is occupied.
4. What are two „security‟ requests made by staff to housekeeping?
 Check rooms and floors for safety concerns
 Ensure guest room and emergency doors are shut
 Close storerooms
 Participate in emergency and
5. When a guest makes a request, what information should you record?
 Guest name
 Room number
 Specifics of the request
 Time for delivery to the room that was agreed to.
6. Answer „True‟ or „False‟ to the following statement: You don‟t need to write down
details of a request if you are going to handle the request yourself.
True  False 
7. Answer „True‟ or „False‟ to the following statement: You don‟t always need to agree
on a delivery time with a guest.
True  False 
8. Answer „True‟ or „False‟ to the following statement: If there is a delay and the guest
is angry, the best thing to do is identify who is to blame.
True  False 
9. What other departments can you liaise with to deliver services or items? Identify a
department and provide two examples of services or items they would help deliver.
 Reporting Malfunctions - Being damaged or not working at all
 Suspicious Items or Situations - Drugs or packages thought to contain drugs
10. Answer „True‟ or „False‟ to the following statement: Even if another department is
delivering an item that a guest requested with you, it is good to follow up with guest
to ensure they received it.
True  False 
11. What are three pieces of information a guest may request from you?
 Information on the products and services offered by the establishment
 Availability of services, hours, location of meals, services and equipment
 Requests for information about local services, attractions, transport, shopping, entertainment,
 bars, places to eat.
12. If a guest wanted information regarding restaurants in the hotel, what can you give
the guest?
 Information on the products and services offered by the establishment
 Availability of services, hours, location of meals, services and equipment.
13. What assistance can you provide to elderly people in the room?
 Understanding technology in room
 Moving heavy items
 Getting items down from high places
 Obtaining things from low places
 Obtaining a wheelchair to access other facilities in the venue.
14. What are three types of items that are collected from rooms at the request of
guests?
 Room features including furniture, appliances or amenities not being used
 Housekeeping items and equipment that have been left behind
 Towels, face washers and bath mats that are now dirty and need replacing
15. Explain the procedure used when collecting an item from a room.
 Knock on the door and announce “Housekeeping”
 Greet the guest by name
 Apologize, if applicable
 Tell them why you are there – “I‟ve come to pick up the…
 Ask for permission to enter the room
 Thank the guest for their permission to do so.
 Keep your eyes and ears to yourself
 Pick up the item and walk to the door
 Apologize again, if appropriate
 Make arrangements for a replacement item, where appropriate and a time for its delivery
 Thank the guest again
 Depart the room.
16. What are six housekeeping items available to guests?
 Hand towels
 Face washers
 Bath towels
 Hair dryer
 Toaster
 Iron and ironing board.
17. Guests will often call housekeeping for instructions on how to operate items in the
room. What are two items guests may require instructions for?
 Instructions on how to work equipment
 Instructions on how to work heating system
18. What are some tips for providing advice to guests about an item?
 Provide information directly
 Arrange for someone more suitable to come in person to provide information
 Follow up a request including dinner reservations
 Arrange copies of information sought including maps, brochures, menus or contact
information.
19. Answer „True‟ or „False‟ to the following statement: Using instructional sheets in
different languages and photos is helpful for guests who do not understand your
language.
True  False 
20. What are some tips when providing a demonstration on how to use an item to a
guest?
 Explain the functions and operations of all aspects of the
 item
 Make sure all health and safety requirements are covered
 Use clear terminology, simple words
 Use some simple questions to test guest understanding

UNIT 3
PRE-TEST
Written Test.
Student Name: Rowell P. Martinez Jr.
Answer all the following questions and submit to your Trainer.
1. What are five activities a room attendant must do on a daily basis?
 Prepare for work
 Enter room
 Clean room
 Provide information to guests
 Maintain storage areas and trolleys
 Close shift
2. What are three types of knowledge a room attendant must know?
 Working condition of all items
 Hotel and room facilities
 Knowledge of cleaning equipment and chemicals
3. What are three pieces of equipment a room attendant must prepare?
 Housekeeping trolley
 Vacuum cleaner
 Mops
4. Why don‟t you leave a housekeeping trolley in the middle of the corridor?
 It makes it harder for movement of people in the corridor
 It makes it more appealing for theft
 It helps avoid injuries
 Ensures a clear path in the event of an emergency.
5. Answer „True‟ or „False‟ to the following statement: When entering a guest room you
should close it behind you to ensure your safety.
True  False 
6. What are two items you should remove when stripping a bed? What do you do with
these items?
 Remove bedspread or duvet. – inspect and air, or replace as required. All bedspreads etc are
washed or dry cleaned periodically
 Remove blankets (where provided) - inspect and air, or replace as required. All blankets are
washed or dry-cleaned periodically
7. Answer ‘True’ or ‘False’ to the following statement: You should never re-make a bed
using existing linen for any guest.
True  False 
8. What are two steps to complete when cleaning a toilet?
 Place a hygiene strip over the closed toilet lid
 Conduct final inspection – leave lid down when thoroughly cleaned. Add hygiene strip, if
appropriate.
9. What are three guest supplies that you would replenish in a guest bathroom?
 Toilet paper and sanitary pads and bags
 Tissues
 Moisturizer
10. What are two ways to minimize disruption to guests?
,
11. Answer ‘True’ or ‘False’ to the following statement: When vacuuming the roomstart
at the furthest corner from the door and work back toward the exit.
True  False 
12. What are two guest supplies to be replenished in a room (not including the
bathroom)?
 Additional blankets and pillows
 Guest dry-cleaning bag.
13. If you see or hear anything that is suspicious, unusual or appears illegal what should
you do?
 Not say anything to the persons involved
 Try not to alert them to the fact you have
 noticed something suspicious, unusual etc
 Try to remember as much detail as possible and write
 down notes
 Alert the relevant person as soon as possible.
14. What are two examples of checking operational readiness of equipment in a room?
 In-room air conditioning set at a predetermined temperature level
 Clock set to the correct time
15. Answer ‘True’ or ‘False’ to the following statement: Turn-down service is normally
completed in the morning.
True  False 
ASSESSMENT
Student Name: Rowell P. Martinez Jr.
Answer all the following questions and submit to your Trainer.

1. What are five activities a room attendant must do on a daily basis?

 Prepare for work
 Enter room
 Clean room
 Provide information to guests
 Maintain storage areas and trolleys
 Close shift.
2. Which department does a room attendant work in? Who is their manager?
 The department that the room attendant work in is in the housekeeping department their
manager is the Head Housekeeper.
3. What are three types of knowledge a room attendant must know?
 Procedures for cleaning a room
 Safety and security
 Knowledge of cleaning equipment and chemicals
4. What are two grooming requirements relating to hair?
 Men should have a proper hair cut and
 Women should tie their hair
5. What are two examples of procedures a room attendant would use?

6. Communication is very important. What are two topics a room attendant would
communicate with receptionists about?
 Materials needed in the decoration
 Assistance during the event
7. What are three pieces of equipment a room attendant must prepare?
 Stock housekeeping trolleys
 Stock and store supplies
 Determine the order of cleaning of rooms
8. What are two pieces of bedding a room attendant would load onto a housekeeping
trolley?
9. Why don‟t you leave a housekeeping trolley in the middle of the corridor?
 It makes it harder for movement of people in the corridor
 It makes it more appealing for theft
 It helps avoid injuries
 Ensures a clear path in the event of an emergency.
10. There are three types of rooms – „Check out‟, „Occupied‟ and „Vacant rooms‟. What
is the difference between the rooms?
 Check out - this is when guest leave the room or lodge
 Occupied - this is when guest is currently occupied the room
 Vaasa then Room - this is when Room has been cleaned and inspected and is ready for an
arriving guest
11. Answer „True‟ or „False‟ to the following statement: When entering a guest room
you should close it behind you to ensure your safety.
True  False 
12. What are two items you should remove when stripping a bed? What do you do with
these items?
 Bedspread or Duvet
 Blankets ( where provided)
13. Answer „True‟ or „False‟ to the following statement: You should never re-make a
bed using existing linen for any guest.
True  False 
14. What are two steps to complete when cleaning a bath?
 Dry and polish with cloth
 Conduct final inspection.
15. What are two steps to complete when cleaning a toilet?
 Place a hygiene strip over the closed toilet lid
 Conduct final inspection – leave lid down when thoroughly cleaned. Add hygiene strip, if
appropriate.
16. What are two parts of a vanity area that must be cleaned?
 Bathroom bench
 Basins
17. What are two steps to complete when cleaning a bathroom floor?
 Rinse the mop with clean water and mop a second time over the floor to rinse it
 Use a squeegee to push residual moisture to one area of the floor before absorbing it with dry
towels.
18. What are three guest supplies that you would replenish in a guest bathroom?
 Toilet paper and sanitary pads and bags
 Towels including hand towels, face cloths, bathmats, bath towels
19. What are two ways to minimize disruption to guests?
20. What is the difference between „furniture‟ and „fixtures‟? What are two examples of
procedures a room attendant would use?
 Furniture commonly refers to items in the room that are movable including beds, couches,
desks, television, clock radios etc
 Fixtures refer to items that are attached that are used by the guest including air conditioners,
light controls
 Fittings refers to taps, pipes and electrical aspects of the room.
21. Answer „True‟ or „False‟ to the following statement: When vacuuming the room
start at the furthest corner from the door and work back toward the exit.
True  False 
22. What are three items to clean in a kitchenette?
 Dishwasher
 Pots and Pans
 Crockery and cutlery
23. What are two guest supplies to be replenished in a room (not including the
bathroom)?
 Guest dry-cleaning bag.
 Basic cups, mugs, saucers, glasses, teaspoons, bottle opener.
24. What are two examples of checking operational readiness of equipment in a room?
 In-room air conditioning set at a predetermined temperature level
 Clock set to the correct time
25. If an item in a room has a defect what can you do?
 The item must be taken out of service immediately and replaced if possible
 The item is reported on a maintenance report and submitted to the appropriate person for.
 “If in doubt, have it checked out.‟
26. If you see or hear anything that is suspicious, unusual or appears illegal what
should you do?
 Not say anything to the persons involved
 Try not to alert them to the fact you have noticed something suspicious, unusual etc
 Try to remember as much detail as possible and write down notes
 Alert the relevant person as soon as possible.
 If you notice something that looks unusual or suspicious:
 Advise the floor supervisor, the Floor Housekeeper or the Executive Housekeeper
 Contact venue security
27. Answer „True‟ or „False‟ to the following statement: Any half eaten food left in a room
from which a guest has departed normally should be thrown out.
True  False 
28. Answer „True‟ or „False‟ to the following statement: Turn-down service is normally
completed in the morning.
True  False 
29. Answer „True‟ or „False‟ to the following statement: Deep cleaning should normally
take place when the hotel is quiet.
True  False 
30. What are three items that a hotel would lend to a guest in the room?
 Special pillows
 Extra bedding
 Extra crockery and cutlery
31. What are two types of records and notifications written by room attendants on a
daily basis?
 Recording status of rooms
 Records of items that were loaned to guests
32. What is a benefit of disposing on rubbish on a regular basis?
 Maintains a clean environment and ensures it is aesthetically pleasing
 Reduces accidents caused by people tripping and falling over
 Reduces the chance of contamination
 Reduces bad odours
 Attracts fewer insects and rodents
 Reduces likelihood of contamination.
33. Answer „True‟ or „False‟ to the following statement: At the end of a shift all items
should be removed from a housekeeping trolley
 True  False 
34. Answer „True‟ or „False‟ to the following statement: Stock should be checked and
replenished on a daily basis.
True  False 
35. How should you clean a brush at the end of a shift?
 Shake clean in an outside location
 Wash with designated detergent – some properties will also require sanitizing
 Hang to air dry.