Homework Assignment Week 2
Chapter 3 Review Questions 1. In the last two hours, I’ve delivered the baggage of six incoming guests, routed messages to guests on three different floors, and helped four other guests check out. Who am I? a. Concierge and the bell staff 2. A guest arrives without a reservation. Explain the check-in procedure. b. The person would meet with the front desk clerk and the clerk would enter the 9 key items from page 36 into the reservation system. Once the verification has been met and all if the information has been added the clerk would then go through the check in process. 3. Name the functions of the front office. c. The front office is the first and last interaction the guests so this department is responsible for reservations, registration, guest services, PBX, and checkout. 4. Why does the front desk clerk depend on housekeeping? d. Front desk clerk depends on the housekeeping because the housekeeping is what keeps the rooms turning and guests happy, because when a guest arrives it is important to get them into a room without a hassle, which cannot be done if the room is not reset.

Chapter 4 Review Questions 1. If a housekeeping department with 25 employees added two new housekeepers in one month, what would the turnover percentage be for that month? If this rate continued similarly for the remainder of the year, what would the annual turnover percentage be? a. [(hires/rehires + payroll separations) / Average number of employees] * 100= turnover % (2/25) * 100= 8% 2. I give the guest rooms a general cleaning every three weeks, including high wall dusting, cleaning the bathroom tile, and vacuuming the drapes, blinds, and sofas. Who am I? b. House Staff performs deep cleaning 3. Outline the tasks that a guest room attendant must perform in order to properly clean a guest room. c. The attendant would need to follow the chart in figure 4-4 on page 71 in the text book. i. Turn on lights to determine whether there are any burned-out bulbs ii. Turn off unnecessary lights iii. Inspect the closets, the dress drawers, and the back of the bathroom door for articles that were left behind iv. Remove soiled linens from the bathroom v. Strip the bed(s) inspecting the spreads and blankets for stains burns or tears vi. Carefully remove trash from the wastebasket to ensure that valuables of the guest have not been mistakenly thrown away and that no glass or other items that might injure the room attendant are contained in the waste vii. Empty ashtrays onto a newspaper to guard against putting a lighted cigarette in the garbage viii. Clean and vacuum the room and bathroom ix. Check the fixtures and faucets when cleaning the bathroom to make sure they are operating properly and have no sharp or broken edges 4. Describe the type of person that should be recruited for the position of housekeeper. d. A clean well organized employee who has the physical capabilities to do the job and can follow directions and instructions without cutting corners. 5. Describe a plan that might minimize loss of linens due to actions of employees and guests.
Circulate the linen method that allows the linens to be used without causing undue wear and tear, as this will keep all the linens in circulation instead of a few.

References
Stutts, A., & Wortman, J. (2006). Hotel and Restaurant Management (2nd ed.). Hoboken, New Jersey: John Wiley and Sons.