COUNCIL OF COMMUNITY COLLEGES OF JAMAICA

ASSOCIATE DEGREE EXAMINATIONS

SUMMER – 2007 AUGUST

PROGRAMME: HOSPITALITY AND TOURISM MANAGEMENT

COURSE NAME AND HOUSEKEEPING OPERATIONS

CODE: (HOSP 2401)

YEAR GROUP: THREE

DATE: THURSDAY, AUGUST 30, 2007

TIME: 1:00 – 4:00 P.M

DURATION: 3 HOURS

EXAMINATION TYPE: FINAL

INSTRUCTIONS:

SECTION A: ANSWER ALL QUESTIONS IN THIS SECTION.

SECTION B: ANSWER ANY TWO (2) QUESTIONS FROM THIS SECTION.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO

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SECTION A
Instructions: On the computerized answer sheet provided, shade the letter that corresponds
with the most appropriate response for each of the following.

1. External recruiting includes all of these EXCEPT:

A. leased employees
B. temporary agencies
C. succession planning
D. networking

2. Non-traditional labour markets include all of the following EXCEPT:

A. persons with disabilities

B. recent migrants
C. student employees
D. accountants

3. Which of the following would be an addition to the housekeeping department’s

responsibility if the hotel is offering mid-range or world-class service?

A. Convention exhibit halls

B. Storage areas
C. Laundry rooms
D. Pool and patio areas

4. A sleeper is a guest who:

A. is currently registered to the room

B. has settled his/her account and has left the hotel however front office has forgotten to
up-date the system
C. has left the hotel without making arrangements to settle his account
D. has requested to stay in the room a few hours more

5. The main difference between a suite hotel room and a regular hotel room is that the suite
hotel room:

A. comes with a balcony

B. comes with a television
C. has separate bedroom and living room areas
D. has more guest services available

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6. Hotels can be classified by all of the following EXCEPT:

A. size
B. ambience
C. levels of service
D. ownership and affiliation

7. An economy/ limited service property would have all of the following EXCEPT:

A. uniformed service
B. clean rooms
C. comfortable rooms
D. inexpensive rooms

8. Which of the following would NOT be on a job specification for an employee?

A. Spirit of hospitality
B. Helpful attitude
C. Professional demeanor
D. Conduct night duties daily

9. The primary housekeeping support department is:

A. security
B. engineering and maintenance
C. front office
D. food and beverage

10. Non-recycled inventories include all EXCEPT:

A. bath soaps
B. toothbrushes
C. shampoos
D. carpet shampooers

11. Which of the following is a DISADVANTAGE of team cleaning?

A. Attendance improves as room attendants are unlikely to be absent

B. Morale is higher
C. Have linen and chemical inventories equally distributed
D. Fewer tools are needed

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12. On an average, a room attendant should use ______________ minutes to clean a

guestroom.

A. 26
B. 18
C. 28
D. 32

13. Which of the following is NOT a step in preparing for a training session?

A. Carefully review all knowledge sections and job breakdowns

B. Make a copy of each knowledge section and job breakdown for each trainee
C. Practice your presentation
D. Have employees discuss the training with co-workers

14. An effective way to help employees practice 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
C. provide employees with a copy of the appropriate job breakdown
D. make announcements such as promotions, transfers, new hires

15. Which of the following would NOT be placed on an employee bulletin board?

A. Employee work schedules

B. Announcements such as promotions
C. Performance appraisal
D. Guest comments

16. Shortages in linen par occur when:

A. inventory level for linens is set too high

B. par level is at one (1) par
C. par level is at two(2) par
D. inventory level for linens is set too low

17. All of the following are places where linens can be found EXCEPT:

A. water-sport closet
B. guestrooms
C. mobile linen trucks or carts
D. soiled-linen bins or chute

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18. The best way to compare operation results between hotels within an industry segment is
to use:

A. target markets
B. level of service
C. size
D. ownership

19. All of the following are support centres EXCEPT:

A. housekeeping
B. maintenance
C. front office
D. accounting

20. Guest amenities at a commercial hotel may include all of the following EXCEPT:

A. airport pick up services

B. morning coffee
C. secretarial services
D. conference rooms

21. Basic cleaning supplies include all EXCEPT:

A. germicides
B. metal polishes
C. ammonia cleaners
D. window cleaners

22. Guest supplies include all EXCEPT:

A. ice buckets
B. bath soaps
C. facial tissue
D. all purpose cleaners

23. Safety stock is the:

A. greatest number of purchase units consumed

B. number of purchase units that must always be on hand
C. number of stocks of merchandise that must be in par
D. standard number of quantity of a particular inventory

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24. The operating budget are typically prepared:

A. Annually
B. bi-annually
C. every three years
D. every quarter

25. Which of the following expenses do NOT fall directly under the expenses of the
executive housekeeper?

A. Contract services
B. Uniforms
C. Operating supplies
D. Reservation supplies

26. All of the following are budgeted expenses EXCEPT:

A. outside services
B. linens
C. succession planning
D. salaries and wages

27. Which of the following is a DISADVANTAGE of using contract cleaners?

A. Workers may not show up within the time frame designated

B. They are accountable for the results
C. Their workers stay on the job until it is done
D. They are responsible for all wages and benefits

28. Which of the following is the largest single expense item of the rooms division income
statement?

A. Cost of sales
B. Salaries and wages
C. Point of sales
D. Operating supplies

29. Which of the following is NOT a step for vacuuming a guestroom?

A. Check the vacuum cleaner for safety

B. Remove dirt from room corners and carpets edges
C. Vacuum all areas
D. Buffer the carpet

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30. All-purpose cleaners fall in which of the following categories?

A. Full-powder, degreasers, acids, wetting agents

B. Abrasives, water, full power, degreasers
C. Abrasives, acids, alkalis, degreasers
D. Water, degreasers, disinfectants, metal

31. All of the following signs and tags are required by OSHA in relation to safety EXCEPT:

A. accident prevention tags

B. caution signs
C. danger signs
D. waste disposal tags

32. Chemicals used in the housekeeping department might include all EXCEPT:

A. those with physical and chemical properties

B. substances in aerosol containers
C. caustics such as laundry alkali
D. flammable materials such as cleaners and polishes

33. Which of the following groups has to do with fire detection systems?

A. Smoke detectors, key control and bomb threats

B. Fire suppression, smoke detectors and key control
C. Smoked detection, fire suppression and pull stations
D. Fire safety training, pull stations and bomb threat

34. ____________ involve flammable liquids, grease and gasoline.

A. Class A
B. Class B
C. Class C
D. Class D

35. If the room attendant notices guns or weapons of any kind, he/she should immediately
contact the:

A. security chief
B. food and beverage manager
C. human resource manager
D. resident manager

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36. OSHA standards regulate work areas and businesses with respect to safety. The
standards are primarily designed to protect:

A. guests
B. investors
C. employees
D. owners

37. Which of the following types of fabric is good for making table napkins?

A. Acrylic
B. Nylon
C. Wool
D. Cotton

38. Linens flow through in all of the following steps EXCEPT:

A. loading
B. folding
C. flushing
D. finishing

39. Common laundry problems include all of the following EXCEPT:

A. colour fading
B. blue stains
C. flushing
D. graying

40. Which of the following laundry services requires dry cleaning equipment and separate
work areas?

A. Valet service
B. Steam cabinets
C. Flatwork ironing
D. Uniform cleaning service

41. The fastest growing segment of the mid-west category are the:

A. resort villages
B. conference hotels
C. suit hotels
D. conventions hotels

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42. The highest ranking executive of a property is the:

A. general manager
B. director of rooms
C. financial controller
D. chief steward

43. All of the following are major departments in a hotel EXCEPT:

A. security
B. food and beverage
C. marketing and sales
D. entertainment

44. Complimentary room means that the:

A. guest is currently registered to the room

B. room is occupied, but the guest is assessed no charge
C. guest is checking out and has not reported it
D. room has been cleaned and inspected

45. All of the following are the responsibilities of maintenance EXCEPT:

A. heating and air conditioning

B. lightening
C. mitering the beds
D. fixing hinges on the door

46. Which of the following is NOT a part of the traditional labour market for housekeeping?

A. retirees
B. student employees
C. displaced homemakers
D. financial controllers

47. The executive housekeeper must take all of the following locations into consideration
EXCEPT:

A. maintain linen room

B. floor linen closets
C. maintenance workshop
D. guestrooms

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48. The par level that the executive housekeeper uses for uniforms is:

A. 3 pars
B. 5 pars
C. 2 pars
D. 4 pars

49. Types of cleaning supplies include all EXCEPT:

A. shampoos and conditioners

B. disinfectants
C. window cleaners
D. furniture polishes

50. The first step in the planning process for the operating budget is to:

A. estimate expenses
B. estimate capital expenditures
C. assess cash resources
D. forecast room sales

(Total 50 marks)
SECTION B

Instructions: Answer any two (2) questions from this section

Question 1

You are the executive housekeeper of Rose Hill Resort, in Montego Bay St. James and you are
asked to address a group of housekeeping students of the Montego Bay Hospitality College on
housekeeping matters. In your presentation you must:

a) define the term “motivation” (2 marks)

b) discuss four (4) techniques used in housekeeping to motivate employees

(12 marks)

c) identify and explain internal recruiting methods used by a housekeeping department.

(11 marks)

(Total 25 marks)

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Question 2

a) Identify and discuss any four (4) of the main all-purpose cleaners used in the
housekeeping department.
(13 marks)

b) While cleaning the guestroom, room attendants may notice strange items and for security
reasons must immediately contact their supervisor, security or front desk.

Identify six (6) of these items and explain the dangers to a security system and guests.

(12 marks)

(Total 25 marks)

Question 3

a) Managing the “on-premises laundry” is essential in housekeeping operations. The wash

cycles must be carried out.

Explain the steps in the wash cycle.

(18 marks)

b) In offering valet service, the housekeeping department must set up its own laundry
business.

(i) Define the term valet service. (1 mark)

(ii) State six (6) things the housekeeping department must do in order to offer valet
service to hotel guests.
(6 marks)
(Total 25 marks)

Question 4

A clean hotel property encourages repeat business and helps the hotel to survive. With this in
mind:

a) explain the term mitering and the steps involved in the process.
(8 marks)
b) discuss the steps in cleaning the guestroom.
(12 marks)
c) explain the steps in cleaning the guest bathroom.
(5 marks)
(Total 25 marks)
END OF EXAMINATION

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COUNCIL OF COMMUNITY COLLEGES OF JAMAICA

ASSOCIATE DEGREE EXAMINATIONS

SUMMER – 2007 AUGUST

PROGRAMME: HOSPITALITY AND TOURISM MANAGEMENT

COURSE NAME AND HOUSEKEEPING OPERATIONS

CODE: (HOSP 2401)

YEAR GROUP: THREE

DATE: THURSDAY, AUGUST 30, 2007

TIME: 1:00 – 4:00 P.M

DURATION: 3 HOURS

EXAMINATION TYPE: FINAL

SECTION A

1. C 21. C
2. D 22. D
3. A 23. B
4. B 24. A
5. C 25. D
6. B 26. C
7. A 27. A
8. D 28. B
9. C 29. D
10. D 30 C
11. C 31. D
12. A 32. A
13. D 33. C
14. A 34. B
15. C 35. A
16. D 36. C
17. A 37. D
18. C 38. C
19. C 39. C
20. B 40. A

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41. C 47. C
42. A 48. B
43. D 49. A
44. B 50. D
45. C
46. D

(1 mark each) (40 marks total)

SECTION B- solutions
Question 1

a) Motivation – is the art of stimulating a person’s interests in a particular job or

subject to the extent that the individual is challenged to be continually attentive,
observant, concerned and committed. (2 marks)

b) Techniques in motivating housekeeping employees.

(i) Training
(ii) cross-training
(iii) recognition
(iv) communication
(v) incentive programmes
NB (students will explain the following)
(12 marks)
c) No solution given (Identification= 1 mk+ explanation 10 mks (11 marks)
(Total 20 marks)

Question 2

a) The following are all-purpose cleaners that are used in the housekeeping
department; students can discuss any four (4):
(i) abrasives
(ii) acids
(iii) alkalis
(iv) degreasers
(v) delimers
(vi) deodorizers
(vii) disinfectants
(viii) wetting agents
(ix) fiberglass cleaners
(x) metal cleaners (3 marks each)

(Total 12 marks)

c) Items that pose a danger to a security system

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- Guns or weapons of any kind

- controlled substances or drugs
- unauthorized cooking appliances or unsafe electrical appliances
- foul odors
- Unauthorized pets
- ill guests
- large amount of cash or valuables, jewelry (2 marks each)
(total 25 marks)

Question 3

a) Wash cycles – nine (9) steps

(i) flush
(ii) break
(iii) suds
(iv) carryover suds or intermediate suds
(v) bleach
(vi) rinse
(vii) intermediate extract
(viii) softener
(ix) extract
NB. Students will explain what happens in each step
(18 marks)

b) (i) Valet Service – the hotel will take care of the guest laundry needs. (1 mark)

(ii) What the housekeeping department must do:

• set times for laundry pickup and delivery
• determine how laundry will be delivered to guestroom
• how bills are to be attached to clean laundry (hotel controller will
set price)
• determine the final hotel liability policy in accordance with state
and local laws
• handle lost and damaged items
• field guest comments and complaints
(6 marks)
(Total 25 marks)

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Question 4

a) Mitering – is a simple way to make a smooth neat, professional corner (2 marks)

Steps in mitering
1. Begin with sheet hanging loosely over the corner. Tuck is the sheet along the foot of
the bed, right up to the corner

2. Take the loose end of the sheet, about one foot from the corner, and pull it straight
our forming a flap

3. Pull up the flap so it is flat and wrinkle free

4. Tuck in the free part at the corner, making sure it is snug

5. Pull the flap out toward you and down over the side of the bed

6. Tuck in the flap and make sure the corner is smooth and snug
(6 marks)

b) Steps in guestroom cleaning

1. Entering guestroom
2. beginning the task
3. making the bed
4. cleaning the bathroom
5. dusting
6. vacuuming
7. final check
8. inspection (12 marks)

c) Bathroom cleaning
1. shower area 4. walls and fixtures
2. vanity and sink 5. floor
3. toilet
(5 marks)

(Total 25 marks)

END OF SOLUTION

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