ACCOMMODATION OPERATIONS MANAGEMENT II THEORY July 2015

THE KENYA NATIONAL EXAMINATIONS COUNCIL

DIPLOMA IN CATERING AND ACCOMMODATION MANAGEMENT

MODULE III

ACCOMMODATION OPERATIONS MANAGEMENT II THEORY

July 2015

Time: 3 hours

INSTRUCTIONS TO CANDIDATES

  • Write your name and index number in the spaces provided above.
  • Answer any FIVE questions in the spaces provided in this question paper.
  • All questions carry equal marks.
  • Answer each question on the space provided in this question paper.
  • Do NOT remove any pages from the question paper.
  • Do NOT write on the margins.
  • Candidates should answer the questions in English.

For Examiner’s Use Only:

Question123456TOTAL SCORE
Candidate’s Score

This paper consists of 16 printed pages. Candidates should check the question paper to ascertain that all the pages are printed as indicated and that no questions are missing.

1. (a) Highlight six factors to consider when communicating change from direct labour to all contract labour in housekeeping.
ANSWER:

  1. The availability of trained contract laborers.
  2. The cost implications of hiring contract labor.
  3. The impact on existing employees and their morale.
  4. Legal compliance and employment laws.
  5. Quality control measures.
  6. The flexibility and efficiency of contract labor versus direct employees.

(b) Suggest five ways of noise reduction during the planning stage of a building construction.
ANSWER:

  1. Use of soundproof materials.
  2. Strategic placement of noise barriers.
  3. Proper window and door insulation.
  4. Installation of soundproof ceilings and floors.
  5. Positioning of quiet rooms away from noise sources.

(c) Differentiate between pre-stock and non-item pools.
ANSWER:

  • Pre-stock: These are materials and supplies purchased in advance and stored before use.
  • Non-item pools: These are supplies that are not stored but purchased and used as needed.

2. (a) Assess lighting as a major requirement in accommodation areas. Discuss its impact on comfort and safety.
ANSWER:
Lighting is crucial in accommodation areas as it affects both the comfort and safety of guests. Adequate lighting creates a welcoming atmosphere and makes guests feel secure. It also enhances the aesthetic appeal of spaces, allowing guests to read, work, and relax comfortably. Insufficient lighting can lead to accidents, making it difficult for guests to navigate areas safely. Proper lighting also helps with security surveillance.

(b) Discuss five functional requirements of a conference room.
ANSWER:

  1. Adequate space for attendees and equipment.
  2. Audio-visual capabilities.
  3. Comfortable seating arrangements.
  4. Access to high-speed internet.
  5. Good acoustics and soundproofing.

3. (a) Highlight the factors to consider in the selection of linen.
ANSWER:

  1. Durability of the fabric.
  2. Cost-effectiveness.
  3. Ease of maintenance and cleaning.
  4. The texture and comfort of the material.
  5. Aesthetic appeal and design.

(b) Suggest four advantages of using color on fabrics in an establishment.
ANSWER:

  1. Enhances the visual appeal of the establishment.
  2. Helps to create a theme or mood.
  3. Can be used to differentiate various departments or services.
  4. Improves brand identity and recognition.

(c) Explain five factors to consider when setting up an on-premise laundry plant.
ANSWER:

  1. Space availability and layout.
  2. Equipment and technology needs.
  3. Water and energy efficiency.
  4. Workflow management and logistics.
  5. Health and safety regulations.

4. (a) Explain the work of the following:

(i) Work measurement
ANSWER:
Work measurement involves determining the time it takes for a task to be completed. It is used to assess employee performance, optimize productivity, and set standards for future work.

(ii) Gloves
ANSWER:
Gloves are worn to protect hands from injury, chemicals, and contamination in various housekeeping tasks.

(iii) Motion economy
ANSWER:
Motion economy refers to the efficient use of human movement to reduce fatigue and increase productivity.

(iv) Work schedules
ANSWER:
Work schedules outline the specific hours or shifts that employees are required to work.

(v) Time study
ANSWER:
Time study is the process of recording the time taken to complete tasks to analyze work methods and improve efficiency.

(b) Discuss five roles of a housekeeper.
ANSWER:

  1. Supervising cleaning and maintenance of guest rooms.
  2. Managing laundry services.
  3. Ensuring hygiene and safety standards are met.
  4. Coordinating with other departments for guest satisfaction.
  5. Training and managing housekeeping staff.

5. (a) Integrate the duties of the accommodation manager. Enumerate four costs to include in the annual budget.
ANSWER:
The accommodation manager oversees all operations related to guest accommodations, including room cleanliness, staff management, and guest satisfaction. Key costs to include in the annual budget are:

  1. Labor costs for housekeeping staff.
  2. Maintenance and repair costs.
  3. Utility expenses (electricity, water).
  4. Costs for replacing and replenishing supplies (linen, toiletries).

(b) Outline the process involved prior to signing a service contract in housekeeping.
ANSWER:

  1. Conducting a needs assessment to determine the services required.
  2. Shortlisting potential service providers based on credentials.
  3. Reviewing the service provider’s proposal.
  4. Negotiating terms and conditions.
  5. Finalizing and signing the contract.

6. (a) Suggest five ways of enhancing guest comfort when servicing public areas.
ANSWER:

  1. Ensuring cleanliness and tidiness of all public spaces.
  2. Providing comfortable seating and rest areas.
  3. Controlling room temperature and ventilation.
  4. Offering free Wi-Fi and charging stations.
  5. Providing prompt service for guest requests.

(b) Identify five personnel records kept by the accommodation department.
ANSWER:

  1. Employee attendance records.
  2. Performance appraisal records.
  3. Training and development records.
  4. Disciplinary action records.
  5. Salary and compensation records.

(c) Discuss five circumstances which make it necessary to train housekeeping staff.
ANSWER:

  1. Introduction of new equipment or technology.
  2. Changes in standard operating procedures.
  3. Implementation of safety regulations.
  4. Onboarding new employees.
  5. Addressing gaps in performance or productivity.

End of paper