2529/301
ACCOMMODATION OPERATIONS MANAGEMENT I AND LAW THEORY
March, 2023
Time: 3 Hours
THE KENYA NATIONAL EXAMINATIONS COUNCIL
DIPLOMA IN CATERING AND ACCOMMODATION MANAGEMENT
MODULE II
ACCOMMODATION OPERATIONS MANAGEMENT I AND LAW THEORY
3 hours
INSTRUCTIONS TO CANDIDATES:
This paper consists of FIVE questions.
Answer any THREE questions in the answer booklet provided.
Maximum marks for each part of a question are indicated.
Candidates should answer the questions in English.
This paper consists of 3 printed pages.
Candidates should check the question paper to ascertain that all the pages are printed as indicated and that no questions are missing.
© 2017 The Kenya National Examinations Council.
Turn over.
(a) Highlight five laws that govern the hospitality industry.
ANSWER:
Health and Safety Act
Employment Law
Food Hygiene Regulations
Liquor Licensing Laws
Fire Safety Regulations
(b) Enumerate five duties of a lawkeeper.
ANSWER:
Enforcing laws and regulations.
Maintaining public order.
Investigating legal violations.
Protecting individuals and property.
Ensuring that legal judgments are executed.
(c) Explain the meaning of the term ‘contract’.
ANSWER: A contract is a legally binding agreement between two or more parties, specifying mutual obligations enforceable by law.
(d) Discuss four examples of crimes that may occur in accommodation operations.
ANSWER:
Theft (stealing guest belongings).
Fraud (false representation for financial gain).
Assault (physical harm to staff or guests).
Vandalism (damage to property or facilities).
(a) Explain each of the following terms:
(i) hotel law;
ANSWER: Hotel law refers to the regulations and legal practices specifically designed to govern the operation of hotels, including guest safety, service standards, and contractual obligations.
(ii) tenancy;
ANSWER: Tenancy refers to the right of a tenant to occupy or use land or property for a specific period as defined by a rental agreement.
(iii) contract law;
ANSWER: Contract law is the legal framework that governs agreements between parties, ensuring that contracts are legally enforceable.
(iv) insurance;
ANSWER: Insurance is a contractual agreement in which an individual or entity receives financial protection or reimbursement against losses from an insurance company in exchange for payment of a premium.
(b) Describe four benefits of a breach of contract.
ANSWER:
Legal remedy: Provides the aggrieved party a platform to seek compensation.
Protection of rights: Ensures that parties fulfill their obligations.
Encourages accountability: Deters parties from violating agreements.
Provides financial restitution: Compensates for damages incurred due to the breach.
(c) Discuss four basic rights of workers in Kenya.
ANSWER:
Right to fair remuneration.
Right to safe and healthy working conditions.
Right to rest and leisure, including reasonable working hours.
Right to protection from discrimination and harassment.
(a) Highlight six duties of a room division manager.
ANSWER:
Supervising housekeeping and front office operations.
Ensuring guest satisfaction by resolving complaints.
Managing room occupancy and rates.
Overseeing staff training and development.
Ensuring compliance with health and safety regulations.
Coordinating with other departments to enhance service delivery.
(b) Explain each of the following front office terms:
(i) rack rate;
ANSWER: Rack rate is the standard price for a room before any discounts are applied.
(ii) complimentary room;
ANSWER: A complimentary room is provided free of charge, usually to VIP guests or staff members.
(iii) house limit.
ANSWER: House limit refers to the maximum amount a guest can charge to their room account before the hotel requires payment or a security deposit.
(c) Discuss four points on the importance of supervisors in the housekeeping department of a hotel.
ANSWER:
Ensures the quality of cleanliness and room readiness.
Coordinates staff schedules and task assignments.
Acts as a liaison between management and housekeeping staff.
Helps in resolving guest complaints and ensuring guest satisfaction.
(a) Highlight five roles of stain removal.
ANSWER:
Prevents permanent damage to fabrics.
Enhances the appearance and lifespan of laundry items.
Maintains hygiene and cleanliness standards.
Preserves the value of linen and textiles.
Improves overall guest satisfaction by providing spotless items.
(b) Enumerate five considerations to make when preparing a duty rota in accommodation establishments.
ANSWER:
Staff availability and skill levels.
Peak guest occupancy periods.
Legal working hour limits.
Adequate rest periods for staff.
Special requests or events requiring additional staffing.
(a) Discuss five policies followed when using conventional keys for safety and security of guests in hotels.
ANSWER:
Issuing keys only to registered guests.
Keeping a record of key distribution and returns.
Ensuring secure storage of master keys.
Regularly changing locks or reissuing keys when lost.
Training staff on key handling procedures.
(b) Discuss five sections of an ideal textile cleaning plant.
ANSWER:
Sorting area (for categorizing laundry by fabric type).
Washing area (equipped with washing machines and detergents).
Drying area (for tumble drying or air drying).
Ironing area (for pressing and finishing).
Packaging area (for folding and preparing laundry for delivery).
(c) Describe the uses of five essential supplies in a laundry plant.
ANSWER:
Detergents (for removing dirt and stains).
Fabric softeners (to enhance the texture of fabrics).
Bleach (for whitening and disinfecting).
Stain removers (for targeting specific stains).
Laundry bags (for sorting and transporting items).
(a) Highlight the duties of five staff found in a large scale laundry operation.
ANSWER:
Laundry attendants (washing and drying clothes).
Ironing staff (pressing laundered items).
Inspectors (checking items for stains or damages).
Maintenance staff (ensuring machines function properly).
Supervisors (overseeing daily operations and staff).
(b) Describe five components of a room supervisor’s report.
ANSWER:
Status of room cleanliness.
Inventory of room supplies (e.g., toiletries, linens).
Maintenance issues requiring attention.
Guest feedback on room conditions.
Staffing needs or issues.
END OF QUESTIONS.