ACCOMMODATION OPERATIONS MANAGEMENT II THEORY NOVEMBER 2018

THE KENYA NATIONAL EXAMINATIONS COUNCIL

DIPLOMA IN CATERING AND ACCOMMODATION MANAGEMENT

MODULE III

ACCOMMODATION OPERATIONS MANAGEMENT II THEORY

NOVEMBER 2018

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. Explain each of the following terms as used in housekeeping:

    (a) Job analysis (2 marks)
    ANSWER: Job analysis involves determining the duties and responsibilities required for a specific job, along with the skills needed to perform it effectively.

    (b) Job description (2 marks)
    ANSWER: Job description is a written document outlining the roles, responsibilities, and qualifications necessary for a particular position.

    (c) Job specification (2 marks)
    ANSWER: Job specification details the minimum qualifications, experience, skills, and abilities required to perform a particular job.

    (d) Work study (2 marks)
    ANSWER: Work study is a systematic method of observing, analyzing, and improving work processes to increase efficiency.

    (e) Duty rota (2 marks)
    ANSWER: Duty rota is a schedule showing when employees are assigned to work, ensuring that staff coverage meets the operational needs.

  1. Explain the detrimental effects of noise on an internal environment in accommodation. (10 marks)
    ANSWER: Noise in accommodation environments can lead to distractions, decreased productivity, discomfort for both staff and guests, increased stress levels, and potential hearing issues. Persistent noise may also result in negative guest experiences and harm the reputation of the facility.
  1. Explain six reasons why housekeeping staff may perform poorly. (12 marks)
    ANSWER:

    (a) Lack of training: Staff may lack the skills needed to perform their tasks efficiently.
    (b) Inadequate supervision: Without proper guidance, staff may not understand their responsibilities fully.
    (c) Low morale: Poor working conditions or lack of incentives may demotivate staff.
    (d) Insufficient equipment: Not having the right tools can hinder performance.
    (e) Heavy workloads: Overburdened staff may not complete their tasks to the expected standard.
    (f) Communication breakdown: Miscommunication between departments may result in errors or delays.

  1. Discuss five types of inspections in housekeeping. (10 marks)
    ANSWER:

    (a) Routine inspection: Carried out regularly to ensure cleanliness and maintenance standards are met.
    (b) Special inspection: Done after events or in case of specific requests.
    (c) Night inspection: Ensures the facility remains orderly and secure during the night shift.
    (d) Pre-arrival inspection: Ensures that rooms or areas are prepared before guests check in.
    (e) Periodic inspection: Conducted at set intervals, focusing on deep cleaning and maintenance tasks.

  1. Discuss six items on the structural checklist of good ventilation in hotels. (12 marks)
    ANSWER:

    (a) Air vents: Ensure proper air circulation in rooms.
    (b) Windows: Must be operable to allow natural airflow.
    (c) Exhaust fans: To remove stale air and introduce fresh air.
    (d) Air conditioning units: Should be maintained for efficiency.
    (e) Filters: Regularly cleaned or replaced to ensure good air quality.
    (f) Ductwork: Should be inspected to prevent blockages or leaks.

  1. Explain four methods of removing staining agents. (10 marks)
    ANSWER:

    (a) Pre-treatment: Applying a solution to dissolve the stain before washing.
    (b) Soaking: Using water and a mild detergent to loosen the stain.
    (c) Scrubbing: Gently rubbing the stained area to remove marks.
    (d) Spot cleaning: Applying stain remover directly to the affected area.

  1. Highlight four advantages of accessories as a method of working housekeeping staff. (4 marks)
    ANSWER:

    (a) Time-saving: Accessories help complete tasks faster and more efficiently.
    (b) Ease of use: They simplify tasks for housekeeping staff.
    (c) Improved cleanliness: Specialized tools allow for more thorough cleaning.
    (d) Better organization: Accessories can help staff stay organized during tasks.

  1. Explain six external reasons for poor performance in accommodation operations. (12 marks)
    ANSWER:

    (a) Economic downturn: Reduces the number of guests and cuts budgets for staff and materials.
    (b) Inconsistent supply chains: Can lead to shortages in cleaning materials or tools.
    (c) Regulatory changes: Sudden changes in health and safety standards may impact performance.
    (d) Competition: Pressure from competitors may force cost-cutting measures.
    (e) Technology changes: Outdated systems or equipment may hinder efficiency.
    (f) Environmental factors: Weather conditions or natural disasters can disrupt operations.

  1. Discuss six disadvantages of room attendants being multiskilled. (12 marks)
    ANSWER:

    (a) Overwork: Staff may be overwhelmed by the variety of tasks.
    (b) Decreased focus: Constantly switching between tasks can reduce the quality of work.
    (c) Stress: Multitasking increases pressure, leading to burnout.
    (d) Time management issues: Handling different roles can result in poor time allocation.
    (e) Lack of specialization: Staff may not develop expertise in a particular area.
    (f) Higher training costs: Multiskilling requires additional investment in training.

  1. Explain four key documents used in the housekeeping department. (8 marks)
    ANSWER:

(a) Daily room report: Lists the rooms that need cleaning or maintenance.
(b) Inventory report: Keeps track of housekeeping supplies and equipment.
(c) Maintenance request form: Used to report any repair or maintenance needs in guest rooms.
(d) Guest feedback form: Collects comments or complaints from guests regarding housekeeping services.

  1. Discuss the role of the housekeeper in regard to hygiene in an establishment. (10 marks)
    ANSWER: The housekeeper ensures cleanliness and sanitation throughout the establishment, which includes managing cleaning schedules, supervising the use of proper cleaning chemicals, ensuring that hygiene standards are met in guest areas, and training staff on proper cleaning techniques and hygiene protocols.