ACCOMMODATION OPERATIONS THEORY October 2022

2719/104 ACCOMMODATION OPERATIONS
THEORY
October 2022
Time: 3 hours

THE KENYA NATIONAL EXAMINATIONS COUNCIL
DIPLOMA IN CATERING AND ACCOMMODATION MANAGEMENT
MODULE I
ACCOMMODATION OPERATIONS THEORY

3 hours

INSTRUCTIONS TO CANDIDATES
The paper consists of TWO Sections: A and B.
Answer ALL questions in Section A and any other ONE question from Section B.
Answer to be provided in the spaces provided in the booklet supplied.
Candidates should answer the questions in English.

This paper consists of 3 printed pages.
Candidates should check the question paper to ensure that all the pages are printed as indicated and that no questions are missing.
© 2022 The Kenya National Examinations Council.

SECTION A: CATERING, ACCOMMODATION PREMISES AND HOME NURSING (40 marks)

1. State five requirements necessary when running a catering premise. (5 marks)
ANSWER:

  1. Adequate hygiene and sanitation facilities.
  2. Proper licensing and compliance with local regulations.
  3. Sufficient and well-trained staff.
  4. Quality control and sourcing of fresh ingredients.
  5. Fire safety and emergency protocols in place.

2. Name five ways of controlling household pests. (5 marks)
ANSWER:

  1. Proper disposal of waste and food remnants.
  2. Sealing cracks and entry points.
  3. Regular cleaning and sanitation.
  4. Use of insecticides or pesticides.
  5. Storing food in airtight containers.

3. Identify five causes of defects in a building foundation. (5 marks)
ANSWER:

  1. Poor construction materials.
  2. Water leakage and poor drainage.
  3. Tree roots growing near the foundation.
  4. Inadequate foundation depth.
  5. Soil erosion or unstable soil conditions.

4. Highlight five responsibilities of a housekeeper in an accommodation premise. (5 marks)
ANSWER:

  1. Cleaning and tidying guest rooms.
  2. Ensuring that linens are clean and replaced regularly.
  3. Maintaining an inventory of housekeeping supplies.
  4. Reporting maintenance issues.
  5. Ensuring safety and security within the premises.

5. State five ways in which illness affects an individual. (5 marks)
ANSWER:

  1. Decreased physical productivity and energy levels.
  2. Emotional and psychological distress.
  3. Financial burden due to medical expenses.
  4. Limited social interactions and isolation.
  5. Potential long-term disability or chronic conditions.

6. Identify five supplies in a kitchen. (5 marks)
ANSWER:

  1. Cooking utensils (pots, pans, knives).
  2. Cleaning supplies (dish soap, sponges).
  3. Storage containers.
  4. Cooking ingredients (salt, spices, oil).
  5. Dishware and cutlery.

SECTION B: HOUSEKEEPING, LAUNDRY AND FRONT OFFICE (60 marks)

1. Explain each of the following laundry terms: (6 marks)
(a) Laundry.
ANSWER: The process of washing clothes and textiles.

(b) Spot cleaning.
ANSWER: Cleaning a specific area on a garment or fabric without washing the entire item.

(c) Starching.
ANSWER: The process of applying starch to fabrics to stiffen them after washing.

2. Highlight four uses of fabric conditioners. (4 marks)
ANSWER:

  1. Softens clothes and fabrics.
  2. Reduces static cling.
  3. Adds fragrance to clothes.
  4. Helps to preserve fabric quality by reducing wear and tear.

3. Describe the laundry process that can damage woolen articles. (2 marks)
ANSWER:
Exposing woolen articles to hot water or excessive agitation can cause them to shrink or lose their shape. Using harsh detergents can also damage the delicate fibers.

4. A hotel’s front office has several main responsibilities. Explain each of the following responsibilities: (6 marks)
(a) Advance booking.
ANSWER: Managing guest reservations in advance and ensuring availability.

(b) Switchboard.
ANSWER: Handling incoming and outgoing calls for the hotel and directing them to the appropriate departments or rooms.

(c) Receipts.
ANSWER: Managing payments, issuing receipts, and keeping records of guest transactions.

5. Explain the following causes of fire: (2 marks)
(a) Spilling candles.
ANSWER: When a candle tips over, the flame can come into contact with flammable materials, causing a fire to ignite.

(b) The main terminal throws a guest to fire. Describe the safety measures a hotel should maintain to prevent fire. (12 marks)
ANSWER:

  1. Ensure that all electrical wiring and equipment are properly installed and maintained.
  2. Install fire extinguishers and smoke detectors in key areas.
  3. Conduct regular fire drills and safety training for staff.
  4. Have clear evacuation routes and signage in case of fire.
  5. Keep flammable materials away from heat sources.
  6. Ensure that emergency exits are easily accessible and not blocked.

6. Explain five factors to consider in the choice of cleaning agents. (10 marks)
ANSWER:

  1. Surface type (e.g., wood, tiles, glass).
  2. Environmental impact (biodegradability).
  3. Chemical composition and safety.
  4. Effectiveness against specific types of dirt or stains.
  5. Cost and availability.

7. As a room steward in a large hotel, you are required to service guest rooms. Explain the areas to observe when servicing guest rooms. (10 marks)
ANSWER:

  1. Ensuring that beds are made and linens are fresh.
  2. Checking the cleanliness of the bathroom and replenishing toiletries.
  3. Dusting and vacuuming the room to ensure cleanliness.
  4. Replacing any damaged or missing items.
  5. Ensuring all equipment (TV, lights) is functioning correctly.

8. Explain the factors which determine the frequency of cleaning of different rooms in a catering and accommodation premise. (10 marks)
ANSWER:

  1. Room usage (frequently used areas require more frequent cleaning).
  2. Type of room (kitchens and bathrooms need more attention).
  3. Number of guests or occupants.
  4. Special occasions or events.
  5. Seasonality (e.g., rainy season may bring more dirt).

9. Floors in a hotel are functional and decorative. Analyze each of the following factors when choosing flooring: (10 marks)
(a) Durability.
ANSWER: Flooring needs to withstand high foot traffic and wear over time.

(b) Internal materials.
ANSWER: The composition of the flooring material affects its strength, insulation, and comfort.

(c) Cost.
ANSWER: The budget available will influence the type of flooring chosen, balancing cost with quality.

(d) Aesthetic appeal.
ANSWER: The appearance of the flooring should match the hotel’s style and enhance the guest experience.

(e) Ease of cleaning.
ANSWER: Flooring should be easy to maintain and clean regularly without requiring excessive effort or specialized equipment.

10. Explain five ways of disinfecting surfaces in housekeeping. (10 marks)
ANSWER:

  1. Use of disinfectant sprays or wipes.
  2. Steaming surfaces to kill bacteria.
  3. Using bleach solutions for thorough cleaning.
  4. Alcohol-based cleaners for quick disinfection.
  5. UV light sanitation devices.

11. Describe five measures the housekeeping staff take to ensure security within the establishment. (10 marks)
ANSWER:

  1. Locking guest rooms after cleaning.
  2. Reporting any suspicious behavior or security breaches.
  3. Safeguarding guests’ personal belongings.
  4. Ensuring that lost and found items are properly documented and stored.
  5. Checking identification of individuals entering guest rooms.

This is the last printed page.
2719/104
October 2022