MIJARES SKILLS TRAINING AND ASSESSMENT CENTER, INC

LTO Road Brgy. Dalakit, Catarman, Northern Samar

POST TEST
HOUSEKEEPING NC II

Name: _________________________________________ Date: ______________

Direction: Read each item carefully and encircle the correct answer from the given
choices.

1. What is the housekeeping department in the hospitality industry?

a. The team of employees that is in charge of the food and beverage in an organization.
b. The team of employees that is in charge of guest relations in an organization.
c. The team of employees that is in charge of the cleaning tasks in an organization.
d. The team of employees that is in charge of management in an organization.
2. Which of the following is NOT one of the basic functions housekeeping in the hospitality industry?
a. Making the bed c. cleaning the bathroom
b. Taking out the trash d. answering the phones
3. How does the hospitality industry ensure they are meeting expectations in housekeeping?
a. Trust in their employees to provide cleanliness
b. Spot checking rooms at random every two weeks
c. Guest surveys rating cleanliness
d. Employees feedback rating cleanliness
4. Special cleaning and sanitation tasks required for maintaining food preparation and storage areas
are typically performed by:
a. The housekeeping staff c. the chief steward
b. The kitchen staff d. the dining room manager
5. During the past week, the executive housekeeper noticed that the guest service areas and service
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.
c. Meet with the dining room manager and agree on which department should take the
responsibility for consistently maintaining these areas.
d. Write a memo to the room’s division director complaining about the lack of cooperation from
the dining room staff.
6. Final responsibility for the cleanliness and overall appearance of public areas in a hotel usually
rest with?
a. The general manager c. the banquet staff
b. The convention services staff d. the housekeeping staff
7. Housekeeping’s cleaning responsibility is typically determined by?
a. The general manager c. the room’s division director
b. The executive housekeeper d. the manager of operations
8. . Hotels have a mandatory ____________ rule for room attendant upon entering the room.
a. Two- knock, three- announcement rule b. One- knock, two- announcement rule
b. c. Three- knocks d. five- knock, two- announcement rule
9. The following are power words used in dealing with guest, EXCEPT:
A. Saying thank you c. may I beg your pardon
B. Saying please d. will you stop talking and listen
10. Hotel rules are designed for______________.
a. Discipline c. Security
b. Mastery d. A and C
11. Departure rooms should be cleaned first to prepare them for the next guest to come. The next to be
attended are rooms with the tags” clean my room” and the last to be attended are the
a. Occupied rooms c. OOO
b. Rooms with DND sign d. rooms with occupants for checkout
12. The following are the items needed to be sent in the rooms, EXCEPT:
a. Replacement items such as hair dryers, toasters, irons and electric jugs to replace items that
are not working.
b. Extra hangers for clothes, extra pillows, extra blankets.
c. additional Lamborghini/car
d. Additional items in compendium, power conversion board and Ice buckets.
13. The following are points to remember when servicing a guest room except:
a. Clean in one direction c. clean as you work, clean as you go.
b. Clean from top to down d. clean in different direction
14. Cleaning food preparation items is performed by?
a. Kitchen staff c. general manager
b. Housekeeping staff d. housekeeping supervisor
15. The last step in cleaning a guest room is:
a. Empty dustbin and ashtrays c. turn off lights
b. Replenish supplies d. giving a final look to check everything
16. Why is it very important to attend immediately the request of the guest?
a. Satisfy the guest c. ensure repeated business
b. Make the stay of the guest pleasant d. all of the above
17. Mr. Manuel a car sale executive left his rolex in the room 305 upon checkout. Chil, the room
attendant found out that there is a watch on the bed side table. What appropriate action should
Chil do?
a. Inform the housekeeping Supervisor and endorse it to lost and found section.
b. Inform the Security Supervisor and indorse it to lost and found section.
c. Inform the Duty Manager and indorse it to lost and found section.
d. Inform the General Manager and indorse it to lost and found section.
18. Mr. Francis and Entrepreneur, hang a makeup- service doorknob card before leaving for a meeting
in the city. Upon arrival to his room after meeting, he noticed that his room wasn’t made up yet.
How would you handle the guest’s complaints?
 a. Remain pleasant at all times, but do smile when the guest is complaining.
b. Remain pleasant while ignoring the complaining guest.
c. Remain pleasant while empathizing the complaining guest.
d. Remain pleasant while listening without interruption the complaining guest.
19. The guests from a chartered from Japan arrive at the hotel. The bell escorted a guest to your area
while you are preparing another room. He opened the door using his vingcard key. How would you
know the guest name?
a. You will know the guest name calling his/her name.
b. You will know his name by referring to your room guest list.
c. You will know his name by the front office.
20. What is the standard courtesy in calling the guest by name?
a. Avoid using the first name-use the last name only.
b. Do not use nicknames-don’t be too familiar
c. Get the right pronunciation-use Sir or Madam instead.
d. All of the above
21. It is the department takes pride in keeping the hotel clean and comfortable, so as to create a
“Home away from home”.
a. Font office b. Kitchen c. housekeeping d. stewarding
22. When checking into a hotel, it is a must that all guests should familiarize themselves with the house rules.
They are also required to fully adhere with it because any violation would mean cancellation of reservation.
Which of the following cases that might result to guest cancellation of reservation?
a. Ana bring her Chihuahua while checking
b. Luis allows his friends to stay overnight in hotel room
c. Liza carries with her an iron for her cloths upon checking in.
d. All of the above
23. What is the primary mistake staff did in making explanation to guest?
a. Staff used technical terms without explaining the meaning.
b. Greeting the guest
c. Calling the guest by its last name
d. Assisting the guest
24. Why is the housekeeping department is deemed as the department responsible for the lost and
found items?
a. Because housekeeping staff are vigilant.
a. Because most lost items are fund in the guest rooms.
b. Because it is their primary responsibility as housekeeping staff.
c. All of the above
25.A person is observed wandering around the hotel lobby. He does not approach the front desk and
dismisses the staff when approached. He just paces the hotel lobby, sitting and walking alternately
across the entrance and lounge chairs in the lobby. What action a housekeeping staff should do?
A. Report the person to the immediate supervisor because he/she had shown signs of
suspicious behavior.
B. Just ignore what you saw.
C. Report the person to the police because he/she had shown signs of suspicious behavior.
D. Observe the person and report to the immediate supervisor when the guest already done a
crime.
26. Why is it important to obtain guest information?
A. To learn about the hotel
B. To steal information
 C. To identify their wants, needs and preferences
D. To avoid expectations
27. In case the hotel cancelled accommodation due to guest violation, the guest will pay:
A. 100 % of the total amount for accommodation
B. 75% of the total amount for accommodation
C. 50% of the total amount for accommodation
D. 20 % of the total amount for accommodation

28.In handling guest queries for information about the hotel products and services, employees are
expected to be:

a. Knowledgeable about the product or service c. Approachable

b. Polite d. All of the above
29.The following are common problems related to housekeeping except:
a. Theft complaint of guest
b.Employees complaint about the tip given by a guest
c. Physical injuries related to work
d. Failure to restock room with amenities.
30.When tucking in the sheets ______ your knee and not you’re back or your waist to prevent back
injury.

A. bend b. fold c. straight d. all of the above

II. TRUE OR FALSE

DIRECTION: Write TRUE if the statement is correct and write FALSE if the statement is incorrect.

_______ 1. The housekeepers themselves are the ones who decide on their own schedule

_______ 2. The common task for all the employees of housekeeping is to provide a product for guest.

_______ 3. Acid cleaner, like citric acid and acetic acid, is used for metal cleaning.

_______ 4. Basic cleaning agents are used in laundry and are particularly good for removing grease.

_______ 5. Water is a cleaning agent that is very important in rising and finishing the final cleaning process.

_______ 6. Disinfectants are useful for cleaning grease or polishing of surfaces.

_______ 7. Most disinfectants have a strong smell and therefore should be used in recommended amount in areas
where germs control is required.

_______ 8. Detergents are substances or chemicals used to remove very stubborn from various surfaces.

_______ 9. Maintenance of tools helps in maintaining their efficiency and keeping their life long.

_______ 10. It is always advisable to use mild cleaning agents as they are friendlier to use which are less to cause
damage and injury.