CHP Customer Service & Communication 3

Question 1

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

Accepted Answer

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

Answer

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:

Accepted Answer

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

Answer

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:

Accepted Answer

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

Answer

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:

Accepted Answer

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

Answer

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:

Accepted Answer

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

Answer

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

(CHP) Certified Housekeeping Professional Practice Test