Quality Control & Standards Compliance 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 Quality Control & Standards Compliance flashcards as text
Which method involves a supervisor accompanying a room attendant during their work to evaluate performance in real time?
Answer: On-the-job observation
On-the-job observation allows supervisors to assess technique, compliance, and efficiency as the work is being performed.
A hotel's cleanliness score drops after switching cleaning product suppliers. What is the FIRST corrective action an executive housekeeper should take?
Answer: Conduct a comparative product trial and document results
A structured product trial with documented results identifies whether the product change caused the decline before committing to a solution.
What does a 'deep clean' schedule typically include that a standard daily clean does not?
Answer: Cleaning behind furniture, shampooing carpets, and descaling fixtures
Deep cleaning addresses areas not reached in daily service, such as behind furniture, carpet shampooing, and fixture descaling.
Which document serves as the legal and contractual benchmark for housekeeping service quality in a managed property?
Answer: Service level agreement (SLA)
A service level agreement formally defines the quality, frequency, and scope of housekeeping services between parties.
An executive housekeeper notices that 20% of inspected rooms fail for the same defect each week. What quality tool is BEST suited to identify the root cause?
Answer: Fishbone (Ishikawa) diagram
A fishbone diagram systematically maps all potential causes of a recurring defect to identify the root cause.
What is the primary purpose of tracking the 'rooms cleaned per hour' (RCPH) metric in housekeeping?
Answer: To measure productivity and staffing efficiency
RCPH is a key productivity metric that helps managers assess labor efficiency and proper staffing levels.
Which of the following best describes 'par stock' in a housekeeping linen program?
Answer: The minimum quantity of linen needed to support one full housekeeping cycle
Par stock is the established minimum quantity of linen items required to service all occupied rooms through one full rotation.