QUESTIONING TOOL

Satisfactory
Questions to probe the candidate’s underpinning knowledge response
Extension/Reflection Questions Yes No
1. How do you respond to guest request to deliver a baby crib?  
Safety Questions
2. How do you ensure that guest request be served within the time line?  
Contingency Questions
3. How do you react to a situation when an air-con unit fails to function
while guest is inside the room?  
4. How do you respond to a guest request that could not be granted due to
time constraints?  
Job Role/Environment Questions  
5. Mention at least 3 housekeeping services extended to guest?  
Rules and Regulations  
6. How do you deal with guest requests?  
7. How do you handle breakdown in room services to guest.  
The candidate’s underpinning  Not
 Satisfactory
knowledge was: Satisfactory
MODEL ANSWERS

1. Baby crib must be delivered to the guest based on specifications requested

within time line agreed upon with the guest.

2. Time line must be agreed upon between guest and room attendant to ensure
prompt delivery of request.

3. Apologize to guest for the breakdown of air-con unit . Inform the front desk
of the breakdown for possible transfer of the guest to another room.

4. Apologize to the guest for not granting the request. However, try to deliver
the request as soon as possible to show concern to guest needs.

5. Housekeeping services: a) bringing requested items to guest room

a) service guest room
b) repair of facilities inside guest room

6. Repeat back guest request to confirm. Deliver guest request on the agreed
timeline.

7. Apologize to the guest and immediately inform the housekeeping supervisor

for appropriate action.
Rating Sheet for Demonstration with Oral Questioning

Candidates Name:
Instructor Name: Meanie e. Conceja
Unit of Competency: Provide Housekeeping Services to Guest
Qualification: Housekeeping NC II
Date of Assessment
Time of Assessment
Instruction for Demonstration:
The equipment, supplies and materials needed are provided. The
candidate must be able to handle queries through telephone, fax machine,
internet and e-mail
Observation Checklist Check (/) to show if
evidence is
demonstrated
During the demonstration of skills, the candidate: YES NO N/A
1. Was guest requests handled in a polite and
friendly manner in accordance with the hotel
customer service standards and security
procedures?
2. Was the guest greeted and acknowledged by use of
last name?
3. Was there a demonstrated ability to offer
courteous and friendly service to guest? *
4. Were the details of requests made confirmed and
noted in accordance with industry procedures?
5. Were apologies made to the guest when breakdown
of room service arise?
6. Was there an agreed timeline in meeting guest
request?
7. Were items requested promptly located and
delivered to the guest?
8. Were items requested for pick-up collected on the
agreed timeframes?
9. Was there a demonstrated knowledge of a range of
housekeeping services/equipment? *
10. Were report on malfunctions prompt and in
accordance with hotel procedures and where
possible alternative arrangements are made to
meet guest needs in accordance with hotel
procedures and where possible alternative
arrangements are made to meet guest needs?
 Oral Questioning

Questions: Satisfactory
Response
The candidate should answer the following YES NO
questions:
 What is the proper way to handle guest request?
 How do you acknowledge guest?
 What are some housekeeping services? *
 How do you ensure accurate response to guest
request?
 What do you do in case of room service breakdown?
 How do you meet guest’s timeline?
 How do you ensure that guest request are delivered
on the agreed timeline?
 How do you act on request for picking-up items of
guest?
 How do you handle a situation when a guest
request could not be granted? *
Candidate’s name: Date:

Instructor’s Name: Date:

WRITTEN QUESTIONING

1. Give at least 3 housekeeping services to guest.

2. Give at least 3 housekeeping services extended to hotel staff.

MODEL ANSWERS:
1. Housekeeping services to guest
a- bringing requested items to guest room
b- servicing guest room
c- repairing malfunctioning facilities
2. Housekeeping services extended to hotel staff
a- cleaning offices and related facilities
b- providing staff uniform
c- providing office supplies and materials