LKS (Akomodasi Perhotelan)

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.