Practice Test Geeks(CHP) Certified Housekeeping Professional Practice Test
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Customer Service & Communication Flashcards

7 cards from real CHP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Customer Service & Communication flashcards as text

  1. When answering a housekeeping department phone call, which greeting is most professional?

    Answer: Housekeeping, this is [Name], how may I assist you?

    A professional greeting includes the department name, your name, and an offer to assist.

  2. A guest with a disability requests assistance rearranging furniture for accessibility. The housekeeper should:

    Answer: Assist within safe lifting limits and contact maintenance if heavier items need moving

    Assisting within safe limits while escalating heavy tasks to maintenance demonstrates both care and safety awareness.

  3. A VIP guest mentions they prefer their room cleaned before noon every day. The housekeeper's best action is to:

    Answer: Document the preference in the guest profile and adjust the cleaning priority accordingly

    Documenting and acting on guest preferences ensures consistent personalized service throughout the stay.

  4. During turndown service, a housekeeper finds the guest has left a 'Do Not Disturb' sign displayed. The correct action is to:

    Answer: Honor the sign and skip the room, leaving a card if permitted by property policy

    A DND sign must always be respected; leaving a card informs the guest of missed service per property protocol.

  5. A guest complains that the housekeeper entered their room without knocking. The housekeeper should:

    Answer: Sincerely apologize, acknowledge the breach of protocol, and ensure it will not happen again

    A sincere apology that acknowledges the mistake restores trust and demonstrates accountability.

  6. Which of the following is an example of non-verbal communication that can negatively impact guest service?

    Answer: Rolling eyes or sighing while a guest makes a request

    Negative body language like eye-rolling signals disrespect and disengagement to the guest.

  7. A guest asks a housekeeper for a restaurant recommendation in the area. The best response is to:

    Answer: Share one or two options you're aware of and suggest the concierge for more detailed recommendations

    Offering basic help while directing the guest to the concierge shows initiative and knowledge of proper channels.