Housekeeping Operations Management Flashcards
7 cards from real CEH practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Housekeeping Operations Management flashcards as text
Which housekeeping metric is calculated by dividing the number of rooms cleaned by the total room attendant labor hours worked?
Answer: Room attendant productivity rate
The room attendant productivity rate measures how many rooms are cleaned per labor hour, helping managers evaluate staffing efficiency.
A property experiences a bedbug infestation in a guest room. What is the FIRST action a housekeeping manager should take?
Answer: Quarantine the room, notify management, and contact a licensed pest control professional
Bedbugs require immediate quarantine of the affected room and professional treatment; self-treatment is ineffective and can spread the infestation.
What is the purpose of a 'courtesy call' made by housekeeping to occupied rooms?
Answer: To offer service, confirm guest needs, and build rapport
Courtesy calls allow housekeeping to proactively offer service, identify any needs, and improve the guest experience during their stay.
In a union hotel environment, which document governs the specific duties and work rules for room attendants?
Answer: The collective bargaining agreement (CBA)
The collective bargaining agreement between the employer and the union specifies work rules, pay rates, duties, and grievance procedures for covered employees.
Which technique is recommended when cleaning a guest bathroom to prevent cross-contamination between surfaces?
Answer: Clean from the cleanest to the dirtiest surfaces using designated cloths
Cleaning from cleanest to dirtiest surfaces with designated cloths prevents transferring contaminants from soiled areas (e.g., toilet) to cleaner ones (e.g., sink).
A housekeeping manager is preparing a staffing model. If a property has 200 rooms at 80% occupancy and each attendant cleans 16 rooms per shift, how many attendants are needed?
Answer: 10
200 rooms × 80% occupancy = 160 rooms to clean; 160 ÷ 16 rooms per attendant = 10 attendants needed.
What is the primary goal of an Executive Housekeeper when developing standard operating procedures (SOPs)?
Answer: To ensure consistent, repeatable service quality regardless of who performs the task
SOPs document the one best way to perform a task so that quality and safety outcomes are consistent across all staff and shifts.