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Housekeeping

Submitted by
Mr. Nutthanan Ratchathani 116430102005-6 No. 07

Present
Miss Supreeya Suebsuntorn

Course: 01841202
English for Housekeeping

Hotel Management Program, Faculty of Liberal Arts
Rajamangala University of Technology Thanyaburi (RMUTT)

LIST OF CONTENTS 1
2
Hotel Housekeeping Duties 4
What Hotel Jobs are in the Housekeeping Department? 4
Daily Tasks for the Hotel Housekeeping Department 5
Hotel Housekeeping Manager Duties 7
Room Attendant/Hotel Housekeeping Duties 8
Public Area Attendant Duties 9
Laundry/Linen Room Attendant Duties 10
Skills and Requirements for a Hotel Housekeeping Employee 11
Finding a Job in the Housekeeping Department 13
Structure of Housekeeping Staff 14
Rules for Housekeepers 14
Hotel Housekeeping – Cleanings 14
Advantages of Cleaning Equipment 18
Manual Cleaning Equipment 19
Areas under the Responsibility of Housekeeping 19
Housekeeping Room Status Cycle Diagram 21
Standard Room Status Codes Used in Housekeeping 23
Problems and solutions 24
Uniform design 28
Questions
Reference

1

Hotel Housekeeping Duties

Do you want to jump into an exciting new career? Or brush up on your hotel
operations knowledge? The housekeeping department is a crucial part of the hotel
business, but you may be wondering how exactly it functions. Housekeeping staff
perform essential tasks to keep the hotel running smoothly, and a housekeeping job
can be a great launchpad for a successful and fulfilling career in hotel management.
In this article, we’ll define which roles you can find on a hotel’s housekeeping team,
explore hotel housekeeping duties (including the duties and responsibilities of a
housekeeping attendant), and offer tips for finding a job in the housekeeping
department. By the end of this article, you might be inspired to consider a career in
the housekeeping track - but you’ll definitely feel more appreciative of the
hardworking people who make each hotel stay a pleasant one.

2

What Hotel Jobs are in the Housekeeping Department?

Housekeeping teams can vary greatly depending on the size of the hotel. Small
boutique hotels may have just a handful of room attendants, while giant resorts can
have hundreds of housekeeping team members. The enormous MGM Grand in Las
Vegas has nearly 400 room attendants working on a given day! But room attendants
are just one part of the housekeeping department. The entire team can include several
sub-departments, each with different responsibilities and areas of expertise.

Leadership roles: In very small hotels, the room attendants might report
directly to the front desk manager or the general manager, but most hotels have a
leadership role within the housekeeping team. In medium-sized hotels, this role could
be a Housekeeping Manager or an Executive Housekeeper, and in large hotels, there
might be a Director of Housekeeping who is supported by an Assistant Director of
Housekeeping, a Housekeeping Manager, or an Executive Housekeeper. The head of
housekeeping is responsible for scheduling staff, managing expenses, and ensuring all
rooms and public areas meet the hotel’s standards of cleanliness.

Rooms: All hotels have guestrooms, so all hotels have room attendants that
are responsible for cleaning rooms during and after reservations. In some hotels, floor
supervisors might oversee the room attendants on each floor and perform quality
control checks.

Public areas: Just like guestrooms, a hotel’s public areas also need to be kept
clean. Public area attendants keep the lobby, meeting spaces, restaurants, bars, offices,
and any other public areas neat and tidy.

Laundry: All those sheets and towels need to be cleaned somehow! Some
hotels send their laundry out to an off-site laundry service, but many hotels have on-
site laundry rooms. Laundry attendants are responsible for cleaning, drying, and
pressing all of the hotel’s linens, towels, and uniforms. Many hotels also offer valet
laundry for guest clothing, so specialized laundry staff handle those items. Some hotels
also have on-site tailors and upholsterers to fix or alter uniforms, furniture, and guest
clothing items.

3

Linen room: After the sheets and towels have been washed and dried, linen
attendants organize them in the linen room and distribute them to various
departments in the hotel.

Other roles: Some hotels have a dedicated phone operator for the
housekeeping department, who answers calls from guests and other hotel
departments and forwards the request to the appropriate housekeeping team
member. Some hotels also have minibar attendants, who are responsible for restocking
and billing minibar items, as well as housemen, who bring housekeeping items to
guestrooms upon request, such as additional pillows or towels.

The housekeeping department works closely with other hotel departments
too. The front desk communicates with housekeeping constantly, working to
coordinate check-ins and check-outs, and following through with guest requests.
Housekeeping staff partner with the engineering department to resolve maintenance
issues and fix broken items, and even the food and beverage department works with
housekeeping to ensure linens are pressed and dining spaces are clean.

4

Daily Tasks for the Hotel Housekeeping Department
There’s never a dull moment in a hotel’s housekeeping department! The entire

team works together to make the hotel shine - literally - so that guests can have the
best possible experience. With so many moving parts, strong housekeeping
departments utilize housekeeping technology, like Optii Solutions, to streamline
communication within the department, reduce errors, prevent communication lapses,
and improve overall efficiency. Communication can be challenging for a big team that
often works in different areas of the hotel, so housekeeping-specific systems can make
communication between the room attendants, public area attendants, laundry staff,
and management team easier. But what does each member of the housekeeping
department actually do each day.

Hotel Housekeeping Manager Duties
The housekeeping manager’s role is to organize the housekeeping

department’s operations. He or she is usually the main point person for the
housekeeping department when communicating with other departments, like in emails
or meetings. The housekeeping manager sets the department’s schedule and holds
the team accountable for upholding the hotel’s service standards.

5

A housekeeping manager’s daily tasks include:

 Gathering arrivals and departures reports
 Scheduling housekeeping staff for the week or two ahead
 Working with the front desk to arrange special requests or welcome

amenities
 Attending hotel leadership meetings
 Holding pre-shift team meetings
 Responding to guest requests
 Resolving guest service issues related to housekeeping
 Leveraging technology to communicate with other departments and

track task completion
 Managing department expenses, like supply costs and payroll

Room Attendant/Hotel Housekeeping Duties

A room attendant has one of the most important jobs in the entire hotel. If a
guest’s room isn’t clean when they arrive or if essentials aren’t restocked mid-stay,
then the guest can have a negative impression of the hotel. They might never stay at
the hotel again, and they might write a bad review of the hotel online. On the other
hand, if a room attendant goes above and beyond to provide quick service and
attention to detail, the guest could have a very positive experience that inspires them
to return again and again. Room attendants have a lot of responsibility and can make
or break the guest’s experience.

Room attendants usually work in shifts of 8 hours, during which they may clean
as many as 16 guestrooms. Many hotels offer housekeeping service only once per day,
so room attendants would work one daytime shift (usually 8am to 4pm,
approximately), while high-end hotels that offer evening turndown service would have
a second shift of housekeeping staff who work afternoon and evening hours. Some
hotels also might offer 24-hour housekeeping service, so a few room attendants may
work overnight shifts.

6

Duties and responsibilities of housekeeping attendant include:
 Cleaning guestrooms mid-stay and after departure
 Making beds
 Replacing dirty linens and towels
 Restocking guestroom amenities like toiletries, drinking glasses, and notepads
 Removing garbage, recycling, and room service trays
 Picking up and returning valet laundry items
 Organizing and stocking housekeeping carts
 Notifying the maintenance department about broken appliances, old light
bulbs, or damage
 Upholding the hotel’s confidentiality and security standards
 Respecting “do not disturb” signs and the guest’s privacy

7

Public Area Attendant Duties
Like room attendants, public area attendants have a big impact on a guest’s

impression of the hotel. Nobody wants to see overflowing garbage cans, dusty lobby
furniture, or dirty carpets in the hallways when they stay at a hotel, so a public area
attendant’s job is instrumental in creating a positive guest experience. Some public
area attendants work daytime shifts, while others work evening or overnight shifts to
clean high-traffic areas, like lobbies, when guests aren’t using them.

A public area attendant’s daily tasks include:
 Cleaning public spaces like lobbies, restaurants, and meeting rooms
 Cleaning back-of-house areas like office and employee changing rooms
 Cleaning stairways, hallways, and elevators
 Emptying garbage cans in public areas
 Reporting broken items to the maintenance department

8

Laundry/Linen Room Attendant Duties
Though most laundry or linen room attendants don’t interact directly with

guests, their work is crucial to the hotel’s overall operations. Without clean sheets and
towels, room attendants can’t do their jobs and guests will want to stay elsewhere.

Daily tasks of laundry staff or linen room staff include:
 Sorting, washing, drying, folding, ironing, and organizing all hotel laundry, which
can include towels, sheets, bathrobes, napkins, tablecloths, uniforms, and
more
 Removing linen that has stains or holes
 Operating washing and drying machines
 Mixing and measuring soaps, detergents, and cleaning products
 Handling guest valet laundry and dry cleaning within the agreed upon
timeframe

9

Skills and Requirements for a Hotel Housekeeping Employee
While hotel housekeeping duties are very important - and a career in the

housekeeping department can be rewarding - the work is often challenging.
Housekeeping staff need a variety of skills, a passion for service, and a high level of
dedication to be successful in their roles.

Housekeeping employees, especially room attendants, need to be able to
perform various physical activities, which can be strenuous:

 Push/pull a housekeeping cart
 Stand, walk, or kneel for an extended period of time
 Lift or move heavy objects, like mattresses or chairs
 Use hand-eye coordination and fine motor skills
 Besides the physical requirements, housekeeping staff must have a strong work

ethic and many soft skills, including:

 Attention to detail
 Guest-forward thinking
 Teamwork and collaboration
 Organizational skills and time management
 Listening skills
 Honesty and integrity
 High energy levels
 If you’ve never worked in a housekeeping department, that’s okay! Most staff

members get on-the-job training for the specific housekeeping skills needed for
their role, like how to make a bed and how to operate the laundry machines.

10

Finding a Job in the Housekeeping Department

Are you interested in working in a hotel housekeeping department? You’re in
luck! Hotels are always searching for good housekeeping employees. Most hotels post
their housekeeping job openings online, so you can easily search for open roles and
apply online. You will be able to find job posting on individual hotel website or on
popular job boards, like Indeed.

In addition to applying online, you can go to a hotel and apply in person. Most
large hotels have human resources departments that accept in-person job
applications. Once you’ve applied (online or in person), you’ll likely need to have an
interview with the hotel’s human resources department, the housekeeping manager,
and maybe even the general manager, depending on the size and quality of the hotel.

The housekeeping department is an essential part of hotel operations, and the
hardworking staff who perform hotel housekeeping duties contribute greatly to the
overall guest experience. But the staff can’t do it all alone; technology partners like
Optii Solutions can help the housekeeping department run more efficiently, reduce
communication gaps, and handle guest requests. Optii’s analytical features can even
help housekeeping departments decrease costs and improve performance by revealing
trends and areas of opportunity. With the right tools and a strong team, the
housekeeping department can do their part to ensure every guest’s experience is a
good one.

11

Structure of Housekeeping Staff

The general structure of housekeeping staff is as shown below – Let us see the work
and responsibilities at each level.

xecutive Housekeeper / Manager of Housekeeping
The Executive Manager is the chief of housekeeping department. The Deputy
Housekeeper and Assistant Manager of Housekeeping report to him. Their
responsibilities include −

 Ensuring overall cleanliness and aesthetics of the hotel.
 Ensuring overall sanitation, comfort, and ambience of the hotel.
 Training the new joiners and motivate the existing employees.
 Modelling and establishing Standard Operating Procedures (SOPs) for cleaning

and decorating.
 Monitoring regular inventory of guest supplies and linen.

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 Monitoring housekeeping equipment and hotel property.
 Evaluating employee performance, and handling their training, promotions,

and transfers.
 Organize flower arrangements for events.
 Presenting the estimate of the required budget to the General Manager of the

hotel.
 Supervisors of Housekeeping
 The supervisors report to the Assistant Housekeeper. Their positions and their

respective responsibilities include −

 Floor Supervisor
 Issuing keys to the room attendants.
 Coordinating floor operations and tray clearance with room attendants.
 Inspecting rooms for readiness and reporting to the front office for the same.
 Catering for VIP facilities and providing special supplies such as hot drinking

water, baby-sitting provision.
 Public Area Supervisor
 Ensuring that cleanliness is maintained at all times in public areas such as

lobby, lifts, parking, swimming pool, coffee shop, conference hall, banquet
hall, and restaurant.
 Ensuring banquet and conference halls are well kept and ready.
 Ensuring the concerned operating staff is available as per the schedule.
 Night Supervisor
 Ensuring provision of guest supplies such as water, extra bed, fans, or towels.
 Ensuring the operating staff working at night is following all cleaning SOPs.
 Supervising hotel area at night and ensuring cleanliness in all areas of hotel.
 Uniform Room Supervisor
 Providing clean, ironed, and fresh uniforms to the hotel staff.
 Suggesting procurement of any uniforms required.
 Checking repaired linen from tailor room.

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 Keeping track of number and condition of uniforms.
 Linen Room Supervisor
 Inspecting linen and sending it to the laundry.
 Checking linen from laundry and sending it for ironing.
 Maintaining linen influx and out flux register.

Rules for Housekeepers

The housekeepers represent the hotel staff and create an image of the hotel
by working towards keeping the hotel at high standards plus conducting themselves
well while on job. There are certain rules the housekeepers need to follow.

The housekeepers must −

 Enter the floor with clean and tidy uniform, in a properly groomed manner.
 Only use the service lifts.
 Speak to the other working staff only when necessary.
 Not walk by stamping the feet, run, or jump in the hotel premises.
 Eat only in meal hours, not while cleaning.
 Stand outside the guest room while speaking to the guest to respect their

privacy.
 Always keep the room doors open while cleaning.
 Greet the guests with smile according to the time of the day.
 Never answer the guest room phone.
 Never use guest room phone of floor desk phones for making private calls.
 Never use guest bathrooms.
 Familiarize themselves with the faces of guests. This is especially important

for the security purpose.
 Never use a guest room for unauthorized person.
 Not accept any gift from the guests and politely deny them. If the guest

insists to take and feels offended on denial, then mention the gift to the floor
supervisor who can permit the attendant to take the gift out of the hotel.

14

Hotel Housekeeping – Cleanings

The housekeeping staff needs to clean various guest rooms, guest bathrooms,
and a number of public areas in the hotel. The staff needs to take the help of various
cleaning equipment while trying to keep the hotel premises to the highest standard of
appearance.

Today, there is a wide range of cleaning products available in the market.

Advantages of Cleaning Equipment
The cleaning equipment are advantageous in multiple ways −

 Equally effective for general as well as tougher cleaning tasks.
 High cleaning capability.
 Reduce work fatigue and increaseproductivity.
 Save the time of hotel housekeeping staff.
 High maneuverability.They can reach any corner or height of the room, which

is otherwise difficult to reach.
 Eco-friendly, widely available, and easy to operate.
 They give protection from injuries occurring while cleaning when they are

handled by using proper instructions.
 Classification of Cleaning Equipment
 There are broadly categorized as follows −

Manual Cleaning Equipment

As the name suggests, they are used manually to keep the surfaces clean. Some
commonly used manual equipment are −

15

Abrasives − They are the sharpening stones or grit papers used to polish metal or
wooden surfaces. There are various abrasives depending upon the size of grit and
adhesion of grit particles on the paper.

Brushes − They are handheld flat brushes with bristles to dust the plain surfaces as
well as the corners. They come with non-slip handles and stiff scratch-free bristles.
They help removing stubborn dust.

Chambermaid’s Trolley/Housekeeping Trolley − This trolley is large enough to keep
all the guest room and guest bathroom supplies in an organized manner. It makes the
housekeeping staff to move it around and carry large number of items in one go while
keeping and cleaning the guest rooms.

Dustbins − They are used to collect daily garbage produced in the hotel.

Dusting Cloths − They are soft cloths used for wiping the surface dust.

Dustpans − They are used to collect dust and garbage from the floor and putting it
into the dustbin.

Janitor’s trolley − It is a trolley that stores cleaning supplies such as detergents, spray
bottles, dustbin, mop, and dusting cloths, all in a compact manner. It can be moved
around easily. It fulfills the challenge of modern day housekeeping in hotels.

Mops − There are various types of mops such as string mops, flat mops, dust mops,
and synthetic mops. Mops are generally made of flat cotton strings or heavy-duty
sponges fixed on the metal frames. The cotton mops have high absorbing ability but
need more care unlike the synthetic mops that offer almost zero absorbing ability and
very less maintenance.

Mop Wringer trolley − A mop bucket cart (or mop trolley) is a wheeled bucket that
allows its user to wring out a wet mop without getting the hands dirty. The mops are
squeezed between two surfaces to remove dirty water from it.

Scarifying machine − It is used for keeping gardens, golf courts, and lawn in the hotel
premises. It cuts through the turf, and removes moss and dead grass. It helps grow
spongy lawn. Scarifiers have fixed knife blades attached to the rotary cylinder.

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Floor Cleaners and Sealers − One of the important tasks of hotel housekeeping is
cleaning the floor periodically and keeping it sealed with the help of sealer of the right
consistency for optimum maintenance. Some areas in the hotel are busy and bear
heavy traffic such as lobby, corridors, parking areas, restaurants, and dining halls. Their
floorings loses smoothness and shine. In such a case, the floor cleaners and sealers
are used for restoring their look and shine.

Laundry Cleaners − They are liquid concentrates with variable amount of peroxide
that removes tough stains, bleaches the linen, and enhances its whiteness.

A number of chemicals are used in dry-cleaning. They are camphor oil, turpentine
spirits, benzene, kerosene and white gasoline, petroleum solvents such as naphtha
blends, chloroform, carbon tetrachloride, and liquid carbon dioxide. They remove the
stains from silk tapestry without damaging the fibers.

Surface Sanitizers − They often come in the form of liquid concentrate. They are water-
based and sanitize the surfaces without damaging their appearance. The sanitizers
reduce the presence of bacteria to a great extent. They come with different
concentrations and fragrances.

Toilet Blocks − They deodorize the toilets and leave them with a fresh smell. They
come with two variants: continuous action and instant action. They contain oxidizing
agents such as ozone, hydrogen peroxide, or chlorine that removes unpleasant organic
odor from the surface of a material.

Toilet Cleaners − They are available in liquid form containing strong hydrochloric acid.
They remove stains and plumbing scales easily, and restore the shine of their surface.

Carpet Cleaning Agents − Cleaning and maintaining the carpets are important tasks of
hotel housekeeping. As suggested by the Carpet and Rug Institute (CRI), carpet cleaning
is complete when the following issues are tackled −

Soil containment

Vacuuming

Spotting

Interim cleaning

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Restorative cleaning
Carpet cleaning chemicals are often low-moisture, fast-drying cleaners that take care
of the above said issues effectively
Swimming Pool Cleaners − They are used for cleaning the swimming pool water. Some
of them are TCCA-90 granules or tablets, SDIC, hydrochloric acid (HCL), liquid chlorine,
and alum. The pool cleaning chemicals kill the bacterial and algae growth in the water.
The chemicals like Sodium Dichloroisocyanurate (SDIC) has 60% of chlorine content
and is used worldwide for disinfecting water. The pool cleaning chemicals dissolve fast
in water and provide quick cleaning results. The housekeeping staff needs to take extra
care while cleaning baby pools using these cleaners.

18

Areas Under the Responsibility Of Housekeeping

Staffs of the Housekeeping department have very little or no guest contacts in
some scenarios, this is mostly due to the fact that most of the work carried out by the
housekeeping staffs are in the back of the house area. Hence, housekeeping is
considered as a back of the house department.

Even though housekeeping is a back of the house department they are still
responsible for the maintaining and up-keeping of the house areas and also back of
the house areas alike. Below diagram shows the areas which come under the
responsibility of the housekeeping.

19

Housekeeping Room Status Cycle Diagram

Standard Room Status Codes Used in Housekeeping

Occupied: A guest currently registered to the room.

Complimentary: The room is occupied, but the guest is not charged for its use.

Stayover: The guest is not checking out today and will remain at least one more
night.

On-change: The guest has departed, but the room has not yet been cleaned and
readied for resale.

Do Not Disturb (DND): The guest has requested not to be disturbed.

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Sleep-out: A guest was booked to the room, but the bed has not been used.
Skipper: The guest left the hotel without paying the bill.
Sleeper: The guest has settled his/her account and left the hotel, but the front
office staff has failed to properly update the room's status.
Vacant and ready: The room has been cleaned and inspected and is ready for an
arriving guest.
Out Of Order (OOO): The cannot be assigned to a guest and is blocked for
maintenance activity.
Lock Out: The room has been locked so that the guest cannot re-enter until they
are cleared by the front desk.
DNCO: Did not check out, the guest made arrangements to settle his or her account
but has left without informing the front desk.
Due Out: The room is expected to become vacant after the following day's check-
out time.
Check Out: The guest has settled his or her account, returned the room keys and
left the hotel.
Late Checkout: The guest has requested and is being allowed to check-out later
than the standard check-out time.
Early Check in: The guest has requested and is being allowed to check-in earlier
than the standard check-in time.

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Problems and solutions

1. Breakfast time is not enough.

Have you ever met your friends? When we stayed at each hotel, we found that
meal time was not enough to meet our needs, such as 8am-10am, and found that
there were many hotels that squeezed 2 hours of dining time.

How to fix the problem Extend your dining hours to 8am-12pm to make them
feel relaxed in your hotel stay. Otherwise, customers will feel uncomfortable, like being
forced to take time off, and ultimately negatively affecting your business.

2. Customers steal hotel supplies

Customers stealing from hotel room supplies is a problem found in every hotel
due to not knowing if they can take it home. Because there's no obvious signage or
deliberate take-it back.

How to fix the problem The sign clearly warns that if a customer brings home
supplies, there may be additional costs as specified by the hotel. If you need the
product, please contact the staff to request the purchase of any items you need. If
the hotel finds the customer to have stolen deliberately, The hotel will pursue legal
proceedings.

3. Customers molest employees

This problem is more common with foreign customers due to different cultures
or deliberately molesting employees, so employees must be serviced within certain
limits. Use verbal interactions appropriately.

How to fix the problem Avoid adulterous conversations with customers or
explain to customers that Thai people hold about touching each other. Therefore,
when the guest listens, there is still an argument to molest it. It is advisable to inform
the head teacher or security staff to help in a timely manner and not to go into the
customer room alone.

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4. Not enough employees with customers.

Inadequate service to customers is a very disappointing issue for customers in
terms of service. Especially during the high season, customers will be overwhelmed,
which is if guests fill every room. Sometimes employees can work in exchange for O's
fees until they barely get a break.

How to fix the problem If an employee is found to be insufficient for the
customer The head teacher should consider accepting more people or calculating the
room how many customers our hotel can serve. Therefore, if you cannot find more
employees, you can't find more employees. The person in charge should plan for it in
a timely manner. Don't let the problem happen to the customer or as little as possible
so that it doesn't affect the hotel's name.

5. The service system failed.

There are a lot of world-shattering problems with hotel systems such as
Internet or Wi-Fi or power outages throughout the hotel. If it's a 100-room+ hotel, how
will it get into trouble, so the hotel should be a backup light? Supports emergencies
and preventable internal systems

How to fix the problem The hotel IT department must regularly back up the
backup data and should have a form to provide services, not just lift them online. The
system is down. How to lose data?

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Uniform design

I choose caramel brown and cream colors show cleanliness. The design of the
dress makes it easy to work. The man's shirt has three positions. The woman's front
cover is a big bag, and the man's front cover can be worn more than the man's. The
cloth is a dry cloth, so the work can be carried easily.

24

Questions

Question and Answer

1.“All hotels have guestrooms, so all hotels have room attendants that are responsible
for cleaning rooms during and after reservations. In some hotels, floor supervisors might
oversee the room attendants on each floor and perform quality control checks.” What
department's duties and responsibilities?
A. Laundry
B. Public areas
C. Rooms
D. Linen rooms

2. “Just like guestrooms, a hotel’s public areas also need to be kept clean. Public area
attendants keep the lobby, meeting spaces, restaurants, bars, offices, and any other
public areas neat and tidy.” What department's duties and responsibilities?
A. Linen rooms
B. Public areas
C. Rooms
D. Linen rooms

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3. “All those sheets and towels need to be cleaned somehow! Some hotels send their
laundry out to an off-site laundry service, but many hotels have on- site laundry rooms.
Laundry attendants are responsible for cleaning, drying, and pressing all of the hotel’s
linens, towels, and uniforms.” What department's duties and responsibilities?
A. Rooms
B. Linen rooms
C. Laundry
D. Public areas

4. “After the sheets and towels have been washed and dried, linen attendants organize
them in the linen room and distribute them to various departments in the hotel.”
What department's duties and responsibilities?
A. Rooms
B. Public areas
C. Laundry
D. Linen rooms

5. A housekeeping manager’s daily tasks Which isn't right?
A. Play the phone during work hours.
B. Attending hotel leadership meetings
C. Responding to guest requests
D. Working with the front desk to arrange special requests or welcome amenities

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6. What is they are used to collect daily garbage produced in the hotel.
A. Mops
B. Dustbins
C. Janitor’s trolley
D. Dusting Cloths

7. Breakfast time is not enough. How should there be a solution?
A. extend the reception of a guest's meal
B. Have a guest pick up the president outside the hotel.
C. charge extra overtime
D. All the answers are correct.

8. Which is the reason for the hotel robbery?
A. No warning signs.
B. There's no surveillance.
C. There is no fine at all.
D. All the answers are correct.

9. Which is the solution to the customer's harassment?
A. Avoid having random conversations with customers.
B. Explain to the customer that Thai people have a right to privacy.
C. Inform the head of the department or the security guard.
D. All the answers are correct.

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10. Which is the solution when Not enough employees with customers?
A.put one's staff in charge of several customers
B.neglect one's customers
C.Get more staff.
D.There's no right answer.

Answer
1. C
2. B
3. C
4. D
5. A
6. B
7. A
8. D
9. D
10. C

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Reference

Hotel Housekeeping - Quick Guide (Jan 12, 2019) Retrieved June 16,
2022, From Hotel Housekeeping - Quick Guide (tutorialspoint.com)
Hotel Housekeeping Duties: A Day in the Life (February 08, 2022)
Hotel Tech Report. Retrieved June 16, 2022, from Hotel Housekeeping

Duties: A Day in the Life (hoteltechreport.com)