Question - Answer
Prepare Rooms for Guest
1.
What are the equipment need to be prepare before cleaning the rooms?
Jawab:
equipment
-
Caddy carry
-
Sponge
-
Chamois
-
Dry cloth
-
Damp cloth
-
Floor cloth
-
Glass cloth
-
Hand glove
-
Windows squezee
-
bucket
-
Toilet bowl brush
-
Hand brush
-
Still brush
-
Vacum cleaner
2.
What is the machinery equipment need to be check before starting to clean the
room?
Jawab:
Vacum
cleaner
3.
What part to be check before using the vacum cleaner?
Jawab:
Part of
vacum cleaner
-
Switch on – off
-
Motor machine
-
Filter
-
Tank capacity
-
Dust bag
-
Hoze
-
Stick vacum
-
Spiral
-
Noodzle
-
Cable
-
Wheels
4.
What are the cleaning supplies those are prepare before start to make up the
rooms?
Jawab:
Cleaning
supplies
-
Shampo
-
Conditioner
-
Shower gel
-
Body lotion
-
Soap
-
Dental kit
-
Mouth wash
5.
What is the usage of chamois?
Jawab:
Multi
purpose dust.
6.
How do you maintain gun sprayer to keep it working for long periods?
Jawab:
cleaning the
hole on the gun sprayer.
7.
Mention the main part of the vacum cleaner?
Jawab:
Motor
machine
8.
How do you use the vacum cleaner and what is other function beside the cleaning
carpet?
Jawab:
How use the
vacum cleaner :
-
Start vacuming from the innermost to the outermost room area by walking
backwards. make sure all the carpet surface nothing has been overlooked.
Other
function vacum cleaner beside cleaning carpet :
-
clean corner sofa, corner room, floor, and ceiling layer.
9.
What is the reason checking the equipment before start the works?
Jawab:
to make sure
the equipment can work and function properly when used.
10. Mention
the cleaning chemical and agent need to be prepare before cleaning the rooms?
Jawab:
Chemical
-
MPC
-
Glass cleaner
-
Metal cleaner
-
Furniture polish
-
Air freshener
11. How
do used the specific chemical applied in the work area E.I : furniture polish,
toilet cleaner, neutral detergent, glass cleaner, metal polish, abrasive
powder, and spotting agent?
Jawab:
How do used
the specific chemical
furniture
polish
: cleaning furniture / mable
toilet
cleaner
: cleaning toilet.
neutral
detergent
: multipurpose cleaner.
glass
cleaner
: cleaning mirror / glasses.
metal polish
: cleaning Stainless, brass.
abrasive
powder
: cleaning floor.
spotting
agent
: cleaning spot.
12. What
protection you need if you apply strong chemical?
Jawab:
Protection I
need from strong chemical
-
Hand glove
-
Masker
13. What
is the importance to consider during mixing the chemical with the water?
Jawab:
to balance
the levels of chemical forces.
14. How
do you identify the right chemical from the chemical store?
Jawab:
Read
direction how to used.
15. What
is the purpose of the disinfectant in the toilet cleaner chemical?
Jawab:
to prevent
or eliminate baktery in the toilet.
16. How
do you standard the number of guest supplies and linen loaded in to your
trolley?
Jawab:
adjusted by
the total of rooms in the room attendant report.
17. What
are the linen and towel need to be prepared and loaded at your trolley?
Jawab:
For easier
when activity. For turn around activity.
18. How
do you get the room number and the quantity to be your day to day assigment?
Jawab:
Reading room
attendant report.
19. What
is the content of the room attendant report?
Jawab:
Content of
the room attendant report :
Room nuber,
room status, no of person, time in/out, guest supplies, linen soiled/clean,
remark.
20. What
are the means of the rooms status mention here : occupied clean and dirty,
vacant clean and dirty, out of service, out of order, double locked, do not
disturb, expected arrival, expected depature, due out and in, VIP, sleep
out, no luggage or light luggage, etc?
Jawab:
Room status
:
-
Occupied clean : containing guest rooms and cleaned.
-
Occupied dirty : containing guest rooms and in dirty conditions.
-
Vacant clean : empty rooms that have been
cleaned and ready for sale.
-
Vacant dirty : empty rooms are dirty
and not ready for sale.
-
Out of service : containing guest rooms but
guests are not getting the service.
-
Out of order : rooms can not be sold
because there is damage or repairs.
-
Double locked : guest rooms contain a double-locked,
so it can not be opened with a room key in question.
-
Don’t disturb : rooms that do not want to
be disturbed for a while.
-
Expected arrival : rooms booked by the guest and will be check in today.
-
Expected departure : containing guest rooms and guests will check out
today.
-
Due in/out :
company garantee
-
VIP
:
rooms are prepared for guests VIP.
-
Sleep out
: room
containing the guests but the guest's room was not sleeping.
-
No luggage :
containing guest rooms, but guests do not bring luggage.
-
Light luggage : containing guest rooms,
but guests can only carry one luggage like a one hand bag.
21. Describe
the room type mention here : twin, double, triple?
Jawab:
Room type
-
Twin : Room has 2 single beds to accommodate 2
adults. A third adult will require an extra bed.
-
Double : Room has 1 large (Queen or King sized) bed to accommodate
2 adults. A third adult will require an extra bed.
-
Triple : Room has either 3 single beds, or 1 large (Queen
or King sized) bed and 1 single bed, or equivalent beds to accommodate 3
adults.
22. What
is the priority of rooms to be cleaned seeing the condition of high occupancy?
Jawab:
Priority
high occupancy : Check out
23. During
low occupancy where the room availability remaining high, what rooms to be made
up firsts?
Jawab:
Priority low
occupancy : Occupied
24. What
is the procedure of handling the master key before and after work?
Jawab:
staff who
use the master key required to fill in staff name, number master key, time in /
out, and signature in the log book, before and after work.
25. What
is floor master key, grand master key?
Jawab:
Floor master
key : is the
key that can only be used to open all the rooms on designated floors.
Grand master
key : is a key
that can unlock all the rooms in the hotel.
26. What
is the procedure of entering the occupied room both the guest in and out?
Jawab:
knock the
door three times while introducing identity, greeting and permissions to the
guest.
27. What
is the procedure of entering the vacant rooms both clean and dirty?
Jawab:
knock the
door three times while introducing identity.
28. What
is the beginning task before starting make up the room after entering the
rooms?
Jawab:
Checking all
equipments and facilities in the room.
29. How
do you check the condition of room equipment before start the work?
Jawab:
Direct
check.
30. What
is the reason of checking the room equipment and facilities before start the
works?
Jawab:
to know
there is damage or not.
31. Please
mention the type of the bed and the size if possible?
Jawab:
Type of bed
-
Single size : 2m x 1m
-
King size : 2m x 2m
-
Queen size : 2m x 1,6m
-
Extra bed size : 90cm x 90cm
32. What
is the part of the bed?
Jawab:
Part of bed
-
Bed wheel
-
Bed leg
-
Spring box
-
Matras
-
Bed pad / bed protector
-
Head board
33. What
is bed wheel and bed leg?
Jawab:
Bed wheel
and bed leg : to move
the bed
34. Please
explain briefly the procedure of stripping bed?
Jawab:
Stripping
bed
slice one by
one sheet. starting from the top sheet, blanket, second sheet, first sheet in
anticipation of the lost and found. and after that separating the soil sheet
and stain sheet.
35. Please
explain briefly the procedure of make up the bed?
Jawab:
Make up the
bed
-
Stripping bed sheet
-
spread one by one sheet starting from the first sheet, second sheet, blanket,
top sheet
-
folding blanket and sheet
-
put pillow and bed cover on top.
36. How
do you handle the soil linen after stripping?
Jawab:
Put soil
linen in linen dirty bag.
37. What
do you do if you find the spot on the soil linen?
Jawab:
Spotting
removel or deliver to laundry
38. What
is the spotting agent for blood, ink, food, colas, etsc?
Jawab:
Spotting
agent
-
Ink go : cleaning ink
stains, lipstick.
-
Tar go : asphalt stain
cleaners, polish cleaners.
-
Guick go : cleaning blood stains, food and drinks
stains.
-
Yellow go : cleaning turmeric stains, paint colorants and
dyes.
-
Bon go : cleaning food and
drinks stains.
39. How
do you check the bed condition?
Jawab:
Checking one
by one.
40. How
do you check the condition of under bed?
Jawab:
Checking
when pull out the bed.
41. How
do you select clean linen from the trolley?
Jawab:
selected
according to the needs or status of the room.
42. What
do you do if you found spot on the clean linen?
Jawab:
Spotting
removel or deliver to laundry.
43. Please
mention the linen set up from the bottom after the mattress?
Jawab:
Set up on
the bed linen
-
First sheet
-
Second sheet
-
Blanket
-
Top sheet
-
Bed cover
44. What
is duvet cover?
Jawab:
Duvet cover : protective inner duvets, as an
ornamental bed, and as the enterprise standard hotel.
45. What
is pillow protector?
Jawab:
Pillow
protector : for
protect the pillow from stains.
46. Mention
the size of the various bed sheets?
Jawab:
Size of bed
sheet :
-
Bed sheet Single size : 2m x 1m
-
Bed sheet King size : 2m x 2m
-
Bed sheet Queen size : 2m x 1,6m
47. Please
explain briefly cleaning the bathrooms?
Jawab:
Cleaning the
bathroom :
-
Wash the glass and cup & Saucer that has been soaked. Drain and put in
place.
-
Chemical spray, brush, rinse and dry (mirror wash basin, wash basin, bath tub,
shower cabin glasses).
-
Brush, rinse, and dry toilet area.
-
Take and refill bath linen (towels and bathrobes)
-
Retrieve and return the contents of bathroom amenities. Place in a place that
has been established as standard.
-
Mop and clean the bathroom floor.
48. What
chemical do you used to clean the toilet, mirror, wash basin, bathub and floor?
Jawab:
Chemical to
cleaning the bathroom :
-
Toilet :
toilet cleaner, MPC
-
Mirror : glass
cleaner
-
Wash basin : MPC
-
Bathub : MPC
-
Floor :
MPC
49. How
many cloths do you need to clean the bathroom and facilities inside concerning
with the hygiene side?
Jawab:
4 cloths :
(dry cloth, glass cloth, floor cloth, chamois)
50. What
is the chemical to clean wash the glass and chinaware?
Jawab:
Glass
cleaner
51. How
do you replenish the bathroom supplies and towels?
Jawab:
adjust to
the needs and standard rooms.
52. What
is your system to recognice what is the item to be replenish (bathroom supplies
and towels) to avoid inefficiencies and more food step by going back to the
trolley more than once?
Jawab:
adjust to
the needs room.
53. What
is the squence of cleaning bathroom?
Jawab:
Cleaning the
bathroom :
-
Wash the glass and cup & Saucer that has been soaked. Drain and put in
place.
-
Chemical spray, brush, rinse and dry (mirror wash basin, wash basin, bath tub,
shower cabin glasses).
-
Brush, rinse, and dry toilet area.
-
Take and refill bath linen (towels and bathrobes)
-
Retrieve and return the contents of bathroom amenities. Place in a place that
has been established as standard.
-
Mop and clean the bathroom floor.
54. If
the bathroom smells so bad, what is your solution to reduce the smell?
Jawab:
find and
clean up the source of the smell and use air freshener.
55. If
you find the demage or some of the equipment if not function, what do you do?
Jawab:
Call
engginering and fill the form demage report.
56. If
one of the tumblers glass found missing or demage, what do you do?
Jawab:
Call order
taker and fill the form demage report.
57. If
one of the bath towels has unusual spot, what will you do?
Jawab:
Spotting
removel or deliver to laundry
58. Please
mention as much as you know the bathroom supplies?
Jawab:
Bathroom
supplies :
-
Shampoo
-
Conditioner
-
Shower gel
-
Body lotion
-
Soap
-
Dental kit
-
Mouth wash
-
Shaving kit
-
Shower cup
-
Cutton sets
-
Sanitary bag
-
Bath towel
-
Hand towel
-
Face towel
-
Bath mad
-
Bathdrobe
59. What
is the sequence of cleaning or dusting the room?
Jawab:
Start with
the entrance of the room, walking according to clockwise, and use a cleaning
cloth and furniture polish to clean the dust in the room.
60. Please
mention the deferent between the give away guest supplies and non, also provide
example 5 each?
Jawab:
Give away guest
supplies and Non.
Give away guest supplies is that can be taken away by guest.
-
Memo pad
-
pen
-
shampoo
-
body lotion
-
soap
Non give away guest supplies is that can not be taken away by guest.
-
Bath towel
-
Hand towel
-
Face towel
-
Bath mad
-
Bathdrobe
61. What
is the hard floor and give the examples?
Jawab:
Hard floor is ceramic floor from rocks
Example :
granit, marmer, concrit.
62. How
do you maintain the hard floor daily?
Jawab:
Maintain the
hard floor, daily : Mop and
dry bufing.
63. How
do you maintain carpet daily and periodically?
Jawab:
Maintain
carpet :
-
Daily
: vacuming
-
Periodically : extraction carpet, shampooing carpet.
64. How
do you clean the refrigerator which full of ice inside the freezer box?
Jawab:
turn off the
refrigerator and switch zero levels and cleaning the refrigerator.
65. What
is the standard of safe deposit box during the room is vacant, closed or open
and why?
Jawab:
Open,
because for anticipate the lost and found from previous guests.
66. If
you find guest stuff left in the vacant dirty room, what do you do?
Jawab:
Call order
taker and fill the lost and found form.
67. Mention
the category of lost and found and procedure briefly?
Jawab:
Lost and
found
Lost and found catagory
-
Valueable : jewelery.
-
Unvaleable : kinds of food and drink.
Procedure : Call order taker and fill the lost and found form.
68. The
telephone was ringing during you are making the bed in the occupied room, what
will you do?
Jawab:
Leaving the
phone ringing.
69. What
is equipment use for cleaning the glasses and mirror?
Jawab:
Sponge,
Windows squezee, and dry cloth.
70. What
are the compendium and the contents?
Jawab:
Compendium
and the contents is
describes the facilities and activitas hotel, hotel service, room direction,
promotion.
71. Why
does the hotel have the curtain standard of setting up amenities and supplies?
Jawab:
as an
enterprise standard hotels.
72. What
is the sequence of vacuming the guest room?
Jawab:
Start
vacuming from the innermost to the outermost room area by walking backwards.
make sure all the carpet surface nothing has been overlooked.
73. What
is final check means and what is the function of doing this procedure before
finishing the room cleaning process?
Jawab:
Final check is check again to make sure nothing
is left of work.
74. What
do you know about promotional item?
Jawab:
Promotional
item :
-
Brosur
-
Leaflet
75. If
you found the serious demage in the rooms that probably caused by the guest,
what is the follow up?
Jawab:
Call
engginering or order taker and fill the form demage report.
76. If
you find cockroach or mosquitoes in the rooms, what will you do?
Jawab:
Call pest
control (rentokill) - {engginering / housekeeping}
77. What
does this sentence means “your last look is the first guest looks”?
Jawab:
“your last
look is the first guest looks”
the conditions
of the rooms last seen by a room attendant is the condition of the rooms first
seen by the guest upon check-in.
78. How
do you farewell to the guest after cleaning the occupied rooms and guest is
inside during cleaning in progress?
Jawab:
ask if anyone
needed more, and permissions to the guests that the room was cleared.
79. After
finishing all the duties cleaning the rooms, what is the administration job to
be finalized?
Jawab:
Administration
job to be finalized, after finishing all the duties cleaning the room is Fill in all form list
80. What
is the reason of cleaning the trolley after cleaning the rooms?
Jawab:
to maintain
the trolley and simplify the next preparation trolley process.
81. How
do you store the equipment E.I : broom, vacum cleaner, caddy carry, window
squeeze, cleaning cloth, etc?
Jawab:
clean the
equipment back, and put in place again.
82. How
do you maintain number of supplest and linen in pantry?
Jawab:
Maintain
supplest and linen in pantry is adjust to the needs required.
83. What
is special duties normally given by the supervisor out of the routine duties?
Jawab:
Scheduling
cleaning (general cleaning).
84. When
is the sampooing carpet applied?
Jawab:
Samphooing
carpet applied, when
scheduling carpet cleaning, and when the carpet is spot.
85. Floor
machine is normally used for the daily or periodic and why?
Jawab:
floor
machine is normally used periodic, for maintain all area clean and sine.
86. What
is diskrepanci?
Jawab:
-
Diskrepanci is report 'number of rooms the difference' between
housekeeping and front office department.
-
Diskrepanci is differences in 'time status, between housekeeping and
front office department.
87. Mentioned
10 units cleaning machinery used by housekeeping department?
Jawab:
10 units
cleaning machinery used by housekeeping department
-
Vacum cleaner (wet and dry)
-
Blower
-
Carpet extractor
-
Polisher machine
-
Shampooing machine
-
Hand polisher
-
Scrubber dryer
-
Metal presser
-
Washier extractor
-
High pressure machine
88. if
a guest asks opened the door using your key, what do you do?
Jawab:
I will speak
to the guest “sorry, sir.. I can’t open the door because this is security
procedure, you may go to the front desk to check your keys”.
89. why
do you have to set the air conditioner temperature?
Jawab:
because
adjusting enterprise standard of the hotel and to make the temperature of all
rooms are the same.
90. What
do you know about skipper?
Jawab:
Guest is
leave in the hotel or check out don’t clearly of payment
91. How
to handle problems or guests complains?
Jawab:
Listen with
good
92. Why
does blanket to be between sheet 2 and sheet 3, and then sheet 2 upside down
and sheet 3 same with sheet 1?
Jawab:
Because it
is make the guests feel comfortable and avoid itching and irritation of the
skin.
93. Why
does guest hotel not allowed bring any food which is can make a bed smell?
Example :
durian, please explain?
Jawab:
Because it
smells very sharp and not everyone likes the durian.
94. When
you are clean the room with occupied status, and the guest still in the room,
afterwards you find the toilet bowl is unfunction. What will you do?
Jawab:
Call order
taker, read to Lost and Damage form.
95. When
you check the CO room and you find available things left, what should you
do?
Jawab:
Call to
order taker, read to Lost and Found form.
96. If when you do the make up room and suddenly the guest came and asked you
out because the guest wants to sleep. do you allow?
Jawab:
I allow, but before out.. I do the linens and guest supplies restocked.
97. if you have two
choices:
- The status of
vacant dirty rooms
that guests will
be checking in to the room.
- Rooms with
a guest status
occupaid ask you
to clean his room and asks you to leave
the room before others.
What do you do?
Jawab:
I'll call the order
taker to give me helper to work on these two rooms.
98. Explain about
housekeeping department and point cleaning
in housekeeping department?
Jawab:
Housekeeping Department is part of the department who
have a duty and responsibility towards cleanliness, completeness,
beauty, neatness, and comfort the entire
area a good hotel that is in the building
or outside the
building.
Point cleaning
Public Area
section
responsibility to Lobby area, Restroom, Lounge, Bar, Restaurant, Meeting room,
Offices, Tempat ibadah, Swimming pool, dining room employees (cafetaria),
Locker employees, parkir area.
Room section responsibility
to room in the hotel.
