CEH Housekeeping Operations Management 5 — Questions and Answers
Question 1: Which housekeeping metric is calculated by dividing the number of rooms cleaned by the total room attendant labor hours worked?
- Room occupancy rate
- Room attendant productivity rate (Correct answer)
- Labor cost percentage
- Rooms available per shift
Correct answer: Room attendant productivity rate
The room attendant productivity rate measures how many rooms are cleaned per labor hour, helping managers evaluate staffing efficiency.
Question 2: A property experiences a bedbug infestation in a guest room. What is the FIRST action a housekeeping manager should take?
- Apply pesticide immediately and rebook the room
- Quarantine the room, notify management, and contact a licensed pest control professional (Correct answer)
- Ask the guest to move to an adjacent room while the issue is treated
- Document the incident in the room log and monitor for further complaints
Correct 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.
Question 3: What is the purpose of a 'courtesy call' made by housekeeping to occupied rooms?
- To verify the guest's departure time for scheduling purposes
- To offer service, confirm guest needs, and build rapport (Correct answer)
- To check whether the guest has hidden pets in the room
- To remind the guest about checkout procedures
Correct 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.
Question 4: In a union hotel environment, which document governs the specific duties and work rules for room attendants?
- The employee handbook
- The collective bargaining agreement (CBA) (Correct answer)
- The SOP manual
- The local health department code
Correct 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.
Question 5: Which technique is recommended when cleaning a guest bathroom to prevent cross-contamination between surfaces?
- Clean all surfaces with the same cloth to save time
- Work from the lowest to highest surfaces
- Clean from the cleanest to the dirtiest surfaces using designated cloths (Correct answer)
- Apply disinfectant to all surfaces at once then wipe in any order
Correct 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).
Question 6: 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?
- 8
- 10 (Correct answer)
- 12
- 16
Correct answer: 10
200 rooms × 80% occupancy = 160 rooms to clean; 160 ÷ 16 rooms per attendant = 10 attendants needed.
Question 7: What is the primary goal of an Executive Housekeeper when developing standard operating procedures (SOPs)?
- To limit the time supervisors spend on coaching
- To ensure consistent, repeatable service quality regardless of who performs the task (Correct answer)
- To reduce the number of supplies required for each room
- To satisfy OSHA inspection requirements only
Correct 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.
CEH Housekeeping Operations Management 5
Which housekeeping metric is calculated by dividing the number of rooms cleaned by the total room attendant labor hours worked?