CEH Quality Control & Standards Compliance 2

Question 1

Which method involves a supervisor accompanying a room attendant during their work to evaluate performance in real time?

Accepted Answer

On-the-job observation

Answer

On-the-job observation allows supervisors to assess technique, compliance, and efficiency as the work is being performed.

Question 2

A hotel's cleanliness score drops after switching cleaning product suppliers. What is the FIRST corrective action an executive housekeeper should take?

Accepted Answer

Conduct a comparative product trial and document results

Answer

A structured product trial with documented results identifies whether the product change caused the decline before committing to a solution.

Question 3

What does a 'deep clean' schedule typically include that a standard daily clean does not?

Accepted Answer

Cleaning behind furniture, shampooing carpets, and descaling fixtures

Answer

Deep cleaning addresses areas not reached in daily service, such as behind furniture, carpet shampooing, and fixture descaling.

Question 4

Which document serves as the legal and contractual benchmark for housekeeping service quality in a managed property?

Accepted Answer

Service level agreement (SLA)

Answer

A service level agreement formally defines the quality, frequency, and scope of housekeeping services between parties.

Question 5

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?

Accepted Answer

Fishbone (Ishikawa) diagram

Answer

A fishbone diagram systematically maps all potential causes of a recurring defect to identify the root cause.

(CEH) Certified Executive Housekeeper Practice Test

(CEH) Certified Executive Housekeeper Practice Test

CEH Quality Control & Standards Compliance 2