Housekeeping Room Attendant - Tourism HR Canada

Which workplace document contains information about the hotel facilities a housekeeping room attendant is allowed to access?

Assignment sheet.

Information log.

Legislation.

Policy manual.

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What is the best way for a housekeeping room attendant to handle a gratuity given to her as she is leaving the room?

Count it in front of the guests and then thank them.

Accept it and put it away quickly while thanking the guests.

Thank the guests and comment on the amount received.

Thank the guests and explain that it goes to the supervisor.

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Ann, a housekeeping room attendant, arrives just in time to put away her belongings and rushes to get organized for her shift. She willingly accepts a change in duties that her supervisor tells her about, asking for clarity on one of the tasks. What aspect of Ann’s professionalism needs improvement in this scenario?

Efficiency.

Flexibility.

Punctuality.

Ability to take direction.

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What is the best way to respond to guest questions if unsure of the answer?

Respond with information that is known only.

Try to convince guest that any answer is correct.

Find information or refer guest to source.

Apologize but inform guest that unable to answer guest questions.

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What procedure involves determining the availability of an item, delivering it to the guest room and recording the return of the item?

Ensuring that par stock levels are sufficient.

Lending and retrieving property’s equipment.

Demonstrating guest room features and amenities.

Handling discrepancies in guest room status.

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What should a Housekeeping Room Attendant ensure before lending requested items to guests?

Guest room has been paid in advance.

Incidentals are included on guest’s account.

Item is clean and in working order.

Permission is granted by supervisor.

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What procedure involves listening attentively, not blaming others and identifying possible solutions?

Providing information about local attractions and services.

Reacting to an emergency situation.

Being a team player.

Handling guest complaints.

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What do problems with the cleanliness of guest rooms, inadequate supplies and malfunctioning equipment have in common?

They are typical guest complaints.

They are reasons for guests requesting early check-in.

They are problems that are most common during low season.

They are identified as discrepancies in room status.

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What is the reason for referring individuals to the front desk if they request information about guests?

To reduce potential guest complaints.

To protect guests’ privacy.

To encourage communication through front office.

To record any information requests about guests.

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What is the term for the locked room in which supplies required for cleaning rooms is kept?

Hospitality room.

Back-of-house room.

Linen room.

Parlour room.

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What is the definition of blocked rooms?

Rooms not available for guests due to maintenance.

Rooms that will be used by large groups.

Rooms that do not have connecting doors.

Rooms reserved for guests or groups.

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What is the term for a security lock that can only be used from inside the guest room?

Deadbolt.

Keyed lock.

Night lock.

Magnetic lock.

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What is the definition of front-of-house?

Areas of the property that guests have access to.

Entrance and driveway of the property.

Front office or reception area of property.

Areas of the property that guests do not have access to.

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What is the definition of turn-down service?

Informing guests there are no vacancies.

Providing special service in evening of occupied rooms.

Referring guests to another property.

Expressing thanks to guests who use services at property.

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What does the acronym WHMIS stand for?

Worker Harmful Materials and Intoxicating Substances.

Workplace Hazardous Management Incidents Sheets.

Workplace Hazardous Materials Information System.

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What kind of information is contained in Material Safety Data Sheets?

Suggested use, storage and hazards of products.

Protocol for handling emergency incidents.

First aid procedures for corrosive chemicals.

Precautions for poisonous and infectious products.

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Which guidelines outline how to dilute products?

Controlled substances.

WHMIS.

WCB occupational safety.

House policies.

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Which system contains these three components; a labelling system, MSDS and an employee education program?

PASS.

Fire safety.

Controlled products.

WHMIS.

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What is the potential hazard identified on controlled products by the symbol featuring a skull and cross bones?

Materials causing toxic effects.

Biohazardous infectious materials.

Dangerously reactive materials.

Corrosive materials.

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What is the potential hazard identified on controlled products by the symbol showing a hand and bar being damaged by a liquid?

Toxic materials.

Corrosive materials.

Biohazardous infectious materials.

Dangerously reactive materials.

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What is the potential hazard identified on controlled products by the symbol showing a fire?

Poisonous and infectious materials.

Corrosive materials.

Flammable and combustible materials.

Dangerously reactive materials.

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Which is the best response for a Housekeeping Room Attendant in case of a fire?

Inform front desk, exit using staircase, re-enter property to assist guests.

Sound alarm, locate fire, attempt to extinguish fire.

Stay calm, sound alarm, clear hallways, assist guests.

Clear hallways of obstructions, inform switchboard, take nearest elevator.

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How can a Housekeeping Room Attendant be prepared for emergencies?

Schedule fire and emergency drills.

Carry a personal cellular phone.

Ensure that master keys are always on person.

Know locations of emergency exits and evacuation routes.

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question24 - Display Name: Which one of the following actions would be most appropriate for a housekeeping room attendant to take in response to two guests fighting in the hall?

Contact security personnel immediately.

Discuss the incident with co-workers.

Separate guests and ask them to calm down.

Tell guests to return to their rooms.

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A housekeeping room attendant needs to leave a guest room she is cleaning for a few moments. What should she do to maintain security?

Block the doorway with the housekeeping cart.

Close the guestroom door and ensure it locks properly.

Inform supervisor that she is leaving guest room.

Place a do not disturb sign on the unlocked door.

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What is the proper action to take if guests are found to be staying in a room that should be vacant?

Prepare the guests for the fact they will have to move.

Ask the guests to notify the front desk.

Report the discrepancy to a supervisor or the front desk.

Log the change on the room assignment sheets.

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What should a housekeeping room attendant do if a guest asks to see a room that is different than his own?

Show the room to the guest.

Ask to see the guest’s room key/card.

Ask the guest for identification.

Tell the guest to contact the front desk.

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What is one task that is generally done when beginning a housekeeping shift, but not when ending it?

Review special assignments.

Sign for keys/key cards.

Stock cart with basic supplies.

Complete time sheet.

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A housekeeping room attendant notices some bathroom tiles are cracked while cleaning a room. How should she report the problem?

Contact maintenance immediately.

Record it on the room assignment sheet.

Discuss it at a staff meeting.

Inform the front office supervisor.

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Which of the following will be completed when stocking the linen room?

Sorting stained linens.

Disposing of recyclables.

Ensuring par stock of bathrobes.

Checking expiry dates on fire extinguishers.

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When cleaning a guest room, it would be most appropriate to use industrial-strength gloves for which one of the following tasks?

Picking up a needle.

Cleaning a toilet.

Stripping a bed.

Wiping a window.

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Which one of the following scenarios about the use of sponges and rags is NOT correct?

Using a clean, damp rag for dusting the tops of dressers and tables.

Cleaning the sink first with a rag, rinsing it and using it to clean the toilet.

Rinsing and squeezing out sponges often when cleaning the bathtub.

Using different sponges for cleaning the guest’s room and bathroom.

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What is one instruction about a foam nozzle that should be followed when re-filling it?

Check the label.

Use proper gloves.

Rinse it first.

Replace it.

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A push mop is best suited for cleaning which one of the following surfaces?

Sitting area hardwood.

Bathroom linoleum.

Hallway carpet.

Entry-way area mat.

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What type of brush would be best for cleaning the hinges on a door?

Utility.

Small.

Whisk.

Push.

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What is the purpose of labelling buckets when cleaning guest rooms?

Identifies who is responsible for each bucket and its contents.

Identifies the contents of the buckets according to WHMIS instructions.

Indicates that the buckets are to be used for specified duties only.

Indicates the time and date that the contents of the buckets were mixed.

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What is the proper way to get rid of small items, such as pins or twist ties, found on the carpet?

Suck them up with a vacuum cleaner.

Sweep them up with a wet mop.

Wipe them up with a damp rag.

Pick them up by hand.

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The vacuum cleaner attachment called the crevice tool is most appropriate to use to clean which of the following surfaces or areas?

Ledges.

Furniture.

Hard floors.

Carpets.

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What should a housekeeping room attendant do if there is a do not disturb sign on the door of a guest room that needs to be cleaned?

Knock on the door and wait for a response.

Leave and return at a later time.

Loudly announce self at the door.

Contact the supervisor for more information.

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What should a housekeeping room attendant do if a guest is in the bathroom with the door closed when she enters the guest room?

Knock on the bathroom door.

Announce herself loudly.

Begin cleaning the main room.

Leave the guest room.

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Which of the following items can be removed from a guest’s stay-over room when it is being cleaned?

Garbage.

Extra furniture.

Linens in drawers.

Loaned items.

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While cleaning a check-out room that a guest vacated earlier in the day, a housekeeping room attendant finds a gold ring under the bed. What should the housekeeping room attendant do?

Wrap the ring and take it to lost and found.

Inform her supervisor as soon as possible.

Log the information on the assignment sheet.

Ask the front desk for guest’s contact information.

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Which one of the following pieces of equipment in a guest’s room should be disinfected after the guest has checked out?

Thermostat.

Smoke detector.

Telephone.

TV remote control.

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Where should an unsoiled bedspread that has just been stripped from a bed, be placed?

On the floor.

On a cart.

On a chair.

In a linen bag.

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What should be done with stained linens that have just been stripped from a bed?

Place them in a linen bag on the cart with the rest of the soiled linens.

Put them in a plastic bag for immediate transfer to laundry.

Pile them on the bathroom floor for collection with other linens.

Place them on a piece of furniture until the bed is made.

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