CHP Customer Service & Communication 3 — Questions and Answers
Question 1: When answering a housekeeping department phone call, which greeting is most professional?
- Hello, who's there?
- Housekeeping, this is [Name], how may I assist you? (Correct answer)
- Housekeeping department, hold please.
- Hi, what do you need?
Correct answer: Housekeeping, this is [Name], how may I assist you?
A professional greeting includes the department name, your name, and an offer to assist.
Question 2: A guest with a disability requests assistance rearranging furniture for accessibility. The housekeeper should:
- Decline and refer the guest to the front desk
- Assist within safe lifting limits and contact maintenance if heavier items need moving (Correct answer)
- Rearrange all furniture regardless of weight or safety risk
- Tell the guest the room layout cannot be changed
Correct 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.
Question 3: A VIP guest mentions they prefer their room cleaned before noon every day. The housekeeper's best action is to:
- Note the preference verbally but make no changes to the schedule
- Document the preference in the guest profile and adjust the cleaning priority accordingly (Correct answer)
- Inform the guest that schedules cannot be customized
- Clean the room before noon only on the first day
Correct 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.
Question 4: During turndown service, a housekeeper finds the guest has left a 'Do Not Disturb' sign displayed. The correct action is to:
- Enter quietly and perform minimal service
- Honor the sign and skip the room, leaving a card if permitted by property policy (Correct answer)
- Call the room to confirm the guest's preference
- Remove the sign and proceed with service
Correct 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.
Question 5: A guest complains that the housekeeper entered their room without knocking. The housekeeper should:
- Deny the claim and move on
- Sincerely apologize, acknowledge the breach of protocol, and ensure it will not happen again (Correct answer)
- Explain that knocking is optional if the room is on the cleaning schedule
- Refer the guest to the manager without offering a personal apology
Correct 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.
Question 6: Which of the following is an example of non-verbal communication that can negatively impact guest service?
- Maintaining a neutral facial expression
- Rolling eyes or sighing while a guest makes a request (Correct answer)
- Nodding while listening to a guest
- Standing at an appropriate distance from the guest
Correct answer: Rolling eyes or sighing while a guest makes a request
Negative body language like eye-rolling signals disrespect and disengagement to the guest.
Question 7: A guest asks a housekeeper for a restaurant recommendation in the area. The best response is to:
- Say you don't know and continue working
- Share one or two options you're aware of and suggest the concierge for more detailed recommendations (Correct answer)
- Recommend only the hotel's in-house restaurant
- Tell the guest you are not permitted to give recommendations
Correct 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.
CHP Customer Service & Communication 3
When answering a housekeeping department phone call, which greeting is most professional?