2529/301
ACCOMMODATION OPERATIONS MA
Time: 3 Hours
DIPLOMA IN CATERING AND ACCOMMODATION OPERATIONS
MODULE II
ACCOMMODATION OPERATIONS MANAGEMENT I AND LAW THEORY
3 hours
INSTRUCTIONS TO CANDIDATES:
This paper consists of TEN questions.
Answer any FIVE 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 2 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) Explain each of the following terms:(i) tort;
ANSWER: A tort is a civil wrong that causes harm or loss to another person, leading to legal liability.(ii) civil law;
ANSWER: Civil law refers to the body of laws that govern private rights and matters such as contracts, property, and family law, as opposed to criminal law.(iii) law keeper;
ANSWER: A law keeper is an individual or authority responsible for enforcing laws and maintaining order in society.(iv) Contract law.
ANSWER: Contract law is the body of law that governs legally binding agreements between parties, outlining the obligations and rights of each party involved.(b) State four benefits of laws governing the hospitality industry.
ANSWER:- Protects consumers’ rights.
- Ensures fair business practices.
- Regulates health and safety standards.
- Provides legal remedies for disputes.
(c) Discuss four elements of a valid contract.
ANSWER:- Offer and acceptance.
- Consideration (something of value exchanged).
- Mutual consent of all parties.
- Legal purpose (must not be illegal or against public policy).
- (a) Highlight four legal rights of an alcoholic liquor seller in regard to hotel operations.
ANSWER:- Right to refuse sale to underage customers.
- Right to set reasonable prices for alcoholic beverages.
- Right to deny service to intoxicated individuals.
- Right to operate within legal hours of business.
(b) Examine six benefits of food hygiene regulations.
ANSWER:- Reduces the risk of foodborne illnesses.
- Enhances customer trust and satisfaction.
- Ensures compliance with legal standards.
- Improves overall food quality.
- Reduces waste due to spoiled food.
- Protects the reputation of the business.
(c) Discuss five regulations for starting a hotel business in Kenya.
ANSWER:- Obtaining a business license.
- Complying with health and safety regulations.
- Adhering to labor laws regarding staff.
- Meeting fire safety standards.
- Securing tax identification and registration.
- 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) Examine five responsibilities of a floor supervisor in a hotel.
ANSWER:- Inspecting rooms for cleanliness and readiness.
- Supervising housekeeping staff.
- Coordinating room assignments and schedules.
- Handling guest requests and complaints.
- Ensuring adequate stock of cleaning supplies and materials.
(b) Highlight five management techniques required to build an effective housekeeping staff.
ANSWER:- Effective communication and feedback mechanisms.
- Regular training and development programs.
- Providing incentives for good performance.
- Implementing team-building activities.
- Creating a supportive and inclusive work environment.
- (a) Explain five faults encountered in machine laundry in regard to quality of laundered articles.
ANSWER:- Overloading the machine can result in poor cleaning.
- Using too much detergent can cause residue on clothes.
- Improper sorting of fabrics leading to damages.
- Incorrect water temperature causing fabric shrinkage.
- Inadequate drying causing mildew or bad odors.
(b) Outline the process of organizing a walk-in guest.
ANSWER:- Greeting and welcoming the guest.
- Checking availability of rooms.
- Completing guest registration details.
- Confirming payment method and securing payment.
- Escorting the guest to the assigned room.
- (a) Highlight five records a housekeeper should maintain to improve efficiency in the department.
ANSWER:- Room cleaning schedules.
- Inventory of cleaning supplies.
- Staff attendance records.
- Guest complaints and feedback.
- Maintenance and repair logs.
(b) Explain three points on the importance of linen rotation.
ANSWER:- Extends the life of linen by ensuring even wear.
- Ensures that all linens remain fresh and usable.
- Helps in maintaining hygiene standards.
- (a) Describe four types of guest complaints in hotels.
ANSWER:- Service-related complaints (e.g., slow service).
- Facility-related complaints (e.g., broken amenities).
- Billing disputes.
- Cleanliness issues.
(b) Explain four points on the importance of room inspection in housekeeping.
ANSWER:- Ensures rooms meet cleanliness standards.
- Helps in identifying maintenance issues.
- Verifies the availability of amenities.
- Ensures guest comfort and satisfaction.
(c) Differentiate between the terms ‘constructively clear’ and ‘constructively clean’.
ANSWER:- Constructively clear: Refers to removing unnecessary clutter and organizing space.
- Constructively clean: Refers to cleaning in a way that ensures the space is not only visibly clean but also hygienically sanitized.
- (a) Examine five responsibilities of a floor supervisor in a hotel.