WRITTEN TEST

MULTIPLE CHOICE:

1. What do you called about the act of asking for something to be given or
done, especially as a favor or courtesy, solicitation, or petition?
a. Procedure c. Request
b. Housekeeping d. Repair

2. It is the maintenance of a house or domestic establishment.

a. Housekeeping c. Services
b. Guest Request d. Complaints

3. The following are the types of housekeeping requests from guests,

EXCEPT?
a. Servicing of room c. lost and found
b. Repairs d. Provision of supplies

4. A type of guest request wherein to restore to a good or sound condition

after decay or damage.
a. Repair c. Complaints
b. Request d. Procedure

5. Why does the housekeeping name as “home away from home”?

a. Know the correct procedure and the establishment policy on
dealing with customer complaints
b. They can be able to enjoy their room in the same manner and with
the same ease as they would enjoy in their own house.
c. To enable guests to access items as easily as in their own home.
d. They are staying at a hospitality organization.
6. What is a form that a supervisor accomplishes once he receives
complaints or reports of defective items in the guestrooms?
a. Maintenance Order Form
b. Front Office Form
c. Order Form
d. Engineering Form

Date Developed: Document No.

Issued by:
HOUSEKEEPING NCII Date Revised:
New Cabalan Senior
Provide Page 1 of 10
High School
Housekeeping Developed by:
Services to Guests DEMIE ANNE B.
MONDOÑEDO Revision #
 7. In charge of the transfer of the guest to another room. (in case guest
request.)
a. Housekeeping Department
b. Engineering Department
c. Front Desk
d. Maintenance Department
8. A Department that attends to the defects in the guestrooms.
a. Housekeeping Department
b. Engineering Department
c. Front Desk
d. Maintenance Department

TRUE OR FALSE

_____9. The apology should never blame anyone else

_____10. The timeframe for meeting any guest request must be reasonable and
achievable.
_____11. Any contact that housekeeping has with a guest has the potential for
a request to be made by the front office.
_____12. Most requests from guests for items for their room come about from a
phone call to housekeeping from the guest
_____13. Use Nicknames when dealing with a guest request.
_____14. Focus on the issue and don’t take the complaint personal
_____15. Get the pronunciation right – if you are not sure you can do this, use
‘Sir’ or ‘Madam’
_____16. Do not participate in emergency and evacuation procedures
IDENTIFICATION (In any order)

Give at least 5 items need to be sent to the room of the guest

17. ______________________________
18. ______________________________
19. ______________________________
20. ______________________________
21. ______________________________

Date Developed: Document No.

Issued by:
HOUSEKEEPING NCII Date Revised:
New Cabalan Senior
Provide Page 2 of 10
High School
Housekeeping Developed by:
Services to Guests DEMIE ANNE B.
MONDOÑEDO Revision #
Common request where the guests spend a lot of time in their room
22. ______________________________
23. ______________________________
24. ______________________________
25. ______________________________

What are the Common Complaints of the guests?

26. __________________________
27. _________________________
28. _________________________
29. _________________________
30. _________________________

Date Developed: Document No.

Issued by:
HOUSEKEEPING NCII Date Revised:
New Cabalan Senior
Provide Page 3 of 10
High School
Housekeeping Developed by:
Services to Guests DEMIE ANNE B.
MONDOÑEDO Revision #
 ANSWER KEY
WRITTEN TEST

Multiple Choice:
1. C. Request
2. A. Housekeeping
3. D. Provision of supplies
4. A. Repair
5. B. They can be able to enjoy their room in the same manner and with
the same ease as they would enjoy in their own house
6. A. Maintenance Order Form
7. C. Front Desk
8. B. Engineering Department
True or False
9. T
10. T
11. F
12. T
13. F
14. T
15. T
16. F
Identification:
17 -21
 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

Date Developed: Document No.

Issued by:
HOUSEKEEPING NCII Date Revised:
New Cabalan Senior
Provide Page 4 of 10
High School
Housekeeping Developed by:
Services to Guests DEMIE ANNE B.
MONDOÑEDO Revision #
  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
22-25
22. Extra tea
23. coffee
24. sugar
25. milk sachets
26-30
26. Noisy people in the room next doors
27. Poor views from the balcony
28. Noisy pigeons outside the room which stop guests getting to sleep
29. Noisy elevators near the room
30. Lack of facilities in the room
 Quality of facilities that is below guest expectations
 Advertising that has created expectations that are not being met.

Date Developed: Document No.

Issued by:
HOUSEKEEPING NCII Date Revised:
New Cabalan Senior
Provide Page 5 of 10
High School
Housekeeping Developed by:
Services to Guests DEMIE ANNE B.
MONDOÑEDO Revision #