CHP Customer Service Excellence 3

Question 1

A guest leaves a low rating on a post-stay survey citing 'dirty bathroom.' As a housekeeping supervisor, your FIRST step should be to:

Accepted Answer

Review the room's cleaning checklist and speak with the assigned attendant

Answer

Investigating the specific incident with documentation and the responsible attendant enables targeted corrective action.

Question 2

Which of the following BEST describes 'service recovery'?

Accepted Answer

The process of restoring guest satisfaction after a service failure

Answer

Service recovery encompasses all steps taken to rebuild trust and satisfaction following any service failure.

Question 3

A non-English-speaking guest is trying to communicate a room issue. The housekeeper should:

Accepted Answer

Use gestures, simple words, a translation app, or a bilingual colleague to understand the need

Answer

Creative communication tools and bilingual colleagues help bridge language barriers to meet guest needs.

Question 4

Maintaining consistent eye contact and nodding while a guest speaks primarily demonstrates:

Accepted Answer

Active listening and attentiveness

Answer

Active listening cues like eye contact and nodding signal that the staff member is fully engaged with the guest's concern.

Question 5

A guest reports a found item in their room that appears to belong to a previous guest. The housekeeper should:

Accepted Answer

Log the item in the lost-and-found system and submit it to the appropriate department

Answer

All found items must be logged and handled through the official lost-and-found process regardless of perceived value.

(CHP) Certified Housekeeping Professional Practice Test