Questionnaire I. Please check the factors that affected your performance in the Housekeeping NC II Trade Test. 1.

Physical and Mental Factors a. I have physical disabilities such as hearing loss, visual impairments, etc. b. I was suffering from cold, flu or other temporary illness during the test. c. I did not get enough sleep before taking the test. d. I did not eat breakfast or lunch before taking the test. e. I was experiencing stress before taking the test. f. I have a hard time memorizing the concepts for the test. 2. Home Factors a. My parents and/or other family members have no interest in the trade test. b. My parents and/or family members have limited income for my trade test. c. Facilities and equipment such as computer or internet that can enhance my preparation for the trade test are not available at home d. There is conflict at home that affects my concentration for the trade test. e. My family is undergoing a difficult time e.g. death of a loved one or a family member is suffering from a personal problem which affected my concentration for the trade test. 3. School Factors a. I did not attend regularly the classes and/or training sessions to prepare me for my trade test. b. My teacher or trainor did not coach us well enough for the trade test. c. Our lectures and/or laboratory class for housekeeping did not cover all the core competencies for the trade test. d. There was not enough time allotted for teaching and/or training us for the trade test. e. Our school has limited housekeeping facilities and equipment to prepare us for the trade test. II. Please check your perceived performance on the following competencies for the trade test using the scale below. 5 During the trade test, this competency was VERY HIGHLY DIFFIC ULT to perform and achieve. 4 - During the trade test, this competency was HIGHLY DIFFIC ULT to perform and achieve. 3 - During the trade test, this competency was MODERATELY DIFFIC ULT to perform and achieve. 2 - During the trade test, this competency was FAIRLY DIFFIC ULT to perform and achieve. 1 - During the trade test, this competency was NOT DIFFIC ULT to perform and achieve.

A. PROIVDE HOUSEKEEPING SERVICES TO GUEST

TEST CRITERIA

1. Handle housekeeping requests 1.1

1.2 1.3 1.4 1.5 1.6 1.7

2. Advise guests on room and housekeeping equipment

2.1

Requests are handled in a polite and friendly manner in accordance with the establishment s customer service standards and security procedures Guest is acknowledged by use of name wherever possible Details of requests made are confirmed and noted in accordance with enterprise procedures Appropriate apologies are made where a request has arisen from breakdown in room service Timelines for meeting requests are agreed upon with guests Requested items are promptly located and delivered within agreed timeframes Items for pick-up are collected within agreed timeframes Guests are courteously advised on correct usage of equipment

2.2 Malfunctions are promptly reported in accordance with enterprise procedures, and where possible, alternative arrangements are made to meet guest needs. 2.3 A collection time for requested equipment is agreed upon where appropriate

B. PREPARE ROOMS FOR GUEST

TEST CRITERIA

Set up equipment and trolleys

1.1 Cleaning, supplies and equipment required for servicing rooms are correctly selected and prepared for use 1.2 Supplies for trolleys are accurately identified and selected or ordered in sufficient numbers in accordance with establishment procedures 1.3 Trolleys are safely loaded with adequate supplies in accordance with establishment procedures

2. Access rooms for servicing

2.1 Rooms requiring service are correctly identified based on information supplied to housekeeping staff 2.2 Rooms are accessed in accordance with the establishment s customer service and security procedures

3. Make up beds

3.1 Beds and mattresses are stripped, pillows and linen are checked for stains and damage rooms are checked whether guests left any valuables 3.2 Items with stains are immediately segregated and forwarded to the Laundry Department 3.3 Bed linen are replaced in accordance with establishment standards and procedures

4. Clean and clear rooms

4.1 Rooms are cleaned in correct order and with minimum disruption to guests 4.2 All furniture, fixtures and fittings are cleaned and checked in accordance with establishment procedures and hygiene/safety guidelines 4.3 All items are reset in accordance with establishment standards 4.4 Room supplies are checked, replenished or replaced in accordance with establishment standards 4.5 Pests are promptly identified and appropriate action is taken in accordance with safety and establishment procedures 4.6 Rooms are checked for any defects and are accurately reported in accordance with establishment procedures 4.7 Damaged items are recorded in accordance with establishment procedures 4.8 Any unusual or suspicious person, item or occurrence is promptly reported in accordance with establishment procedures 4.9 Guest s belongings left in vacated rooms are collected and stored in accordance with lost and found establishment procedures

5. Clean and store trolleys and equipment

5.1 Trolleys and equipment are cleaned after use in accordance with safety and establishment procedures 5.2 All items are correctly stored in accordance with establishment procedures 5.3 Supplies and items are checked and replenished or re-ordered in accordance with establishment procedures

C. CLEAN PREMISES
1. Select and set up equipment and materials

TEST CRITERIA 1.1 Equipment are selected according to type of cleaning to be done 1.2 All equipment are checked if clean and in safe working condition prior to use 1.3 Suitable dry and wet cleaning agents and chemicals are selected and prepared in accordance with manufacturer's and relevant occupational health and safety requirements 1.4 Protective clothing are selected and used where necessary

2. Clean dry and wet areas

2.1 Possible customer inconvenience is considered when scheduling and performing cleaning tasks 2.2 Wet and dry areas are prepared for cleaning and hazards are identified 2.3 The work area is barricaded or warning signs are placed, as appropriate, to reduce risk to colleagues and customers 2.4 Cleaning agents or chemicals are selected and applied specific areas in accordance with manufacturer s recommendations, safety procedures and establishment policies and procedures 2.5 Equipment are used safely and in accordance with manufacturer's recommendations 2.6 Garbage and used chemicals are disposed in accordance with hygiene, safety and environmental legislation requirements

3. Maintain and store cleaning equipment and chemicals

3.1

Equipment are cleaned after use in accordance with enterprise requirements and manufacturer s instructions Routine maintenance is carried out or arranged in accordance with enterprise procedures Faults are identified and reported in accordance with establishment procedures Equipment are stored in the designated area and in a condition ready for re-use. Chemicals are stored in accordance with health and safety requirements.

3.2 3.3 3.4 3.5

TEST CRITERIA

D. PROVIDE VALET SERVICE

1.1 Rapport is established and feelings of goodwill are enhanced between the guest and the establishment through principles of good communication 1.2 Knowledge of individual guests is accessed and utilized to provide personalized and quality valet service 1.3 Valet grooming and communication standards are followed, in accordance with establishment standards

2. Care for guest property

1.1 Luggage is unpacked, stored and packed neatly in accordance with guest instructions

2.1 Guest clothes are appropriately prepared and presented, ready for guest use 2.2 Shoes are correctly cleaned 2.3 Repairs are made or organized in accordance with establishment procedures 2.4 Confidentiality of guests property and activities is maintained in accordance with legal and ethical requirements

E. LAUNDRY LINEN AND GUEST CLOTHES

TEST CRITERIA

1.1 Items are correctly sorted according to cleaning process required and urgency of the item 1.2 Laundry methods are selected in accordance with textile labeling codes and based on : y y y y Fiber and fabric Dye fastness Amount of soilage Washing instructions

1.3 Items for laundering are checked for stains and are treated using the correct process 1.4 Cleaning agents and chemicals are used in accordance with manufacturers instructions and specific laundry equipment 1.5 Laundry equipment is operated in accordance with manufacturers instructions 1.6 Items are checked after the laundering process to ensure quality cleaning 1.7 Any damage arising from the laundering process is recorded and appropriate person(s) is/are notified in accordance with establishment procedures 1.8 Pressing and finishing processes are correctly completed in accordance with textile characteristics and client requirements

2. Package and store laundry items

2.1 Guest s laundry is packaged and presented in accordance with establishment standards and procedures 2.2 Finished items are returned to guest in accordance with required timeframes 2.3 Processed guest laundry are stored where required, according to guest requests, or where return to guests is not possible