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business
total quality management

Questions and Answers of Total Quality Management

Identify common pathogenic organisms, types of soil, and common disinfectants.
Identify all terms and definitions related to hospital and nursing home housekeeping.
Discuss the pros and cons of having lifeguards versus pool attendants on the pool staff.
Pool water looks great, chlorine content is good, pH is balanced, but total hardness is exceeding 1000 g/mL.What is happening? What do you do about it?
Establish a step-by-step chronological procedure for recording daily measurements taken in the pool.
Explain the need for, and the technique for, backwashing a pool. What is the purpose of the sight glass in the backwashing procedure?
Diagram a pool operating system, naming all components.
Describe the duties and responsibilities of pool attendants.
Describe staffing concerns for pools, including selection and training criteria for pool attendants.
Identify various pieces of extraneous equipment needed to maintain pools and spas.
Describe how to control algae growth in pools and spas.
Describe the various chemicals used to maintain swimming pools and spas.
Describe the process of pool water filtration, the different types of filters, and the tests for water purity and clarity.
Identify terms and their definitions related to swimming pool and spa operations, including the components of a pool system.
List the parts of a budget submission package. Explain the use of each part. How would you justify expenditures for additional GRA man-hours during the evening shift after being told that room rates
Explain what is meant by the 13-period system. What are advantages and disadvantages of using this system for operational reporting? For financial reporting?
Prepare a department meeting agenda. How would you go about gaining maximum participation from attendees?
Who should inspect guestrooms? Develop a plan around each person listed, indicating how many rooms should be inspected by each person, how often, and why.
Explain a maintenance work request system. Describe the flow of information required to ensure proper control.
Describe the concept of zone inspection. How is it related to the Division of Work Document and the Area Responsibility Plan? In what way does a zone inspection program facilitate the development of
Name three subroutines not mentioned in this chapter.In a new operation, why is it so important to identify as many routines as possible and to prepare SOPs as quickly as possible? What major role do
What are the differences and similarities between subroutines and daily routines in housekeeping departments?
Describe the importance of preplanning subroutines.
Generate a standard operating procedure for a subroutine.
Define the term subroutine.
List and describe other vital functions of the hotel housekeeping department—subroutines.
List as many tasks as you can that are a part of the evening crew’s responsibility. What is the last function normally performed by the night supervisor before securing the housekeeping department
During an A.M. room check, a supervisor discovers two rooms thought to be ready rooms that have actually been occupied. What alternatives are available to facilitate this unexpected and additional
What are the reasons for maintaining a Night Supervisor’s Report of Evening Activities?The Hotel Housekeeping Daily Routine of Department Management
Explain the term discrepancy. What is the difference between a discrepancy and a recheck?
Why are forms and symbols so important to the progress of the daily routine in housekeeping departments? Define the following symbols: R, OCC, OOO, MR, T, CO, DND, RFV.
Explain the different purposes of the A.M. and P.M. room checks. How can A.M. room checks be conducted so as to show maximum concern for guests?
Identify in chronological order the evening activities of the housekeeping department.
Describe the coordination that must take place between the housekeeping department’s first and second shifts.
Identify in chronological order the specific steps taken by a GRA in the cleaning of a guestroom.
Identify communication symbols used on the daily work report.
Describe the priority for cleaning guestrooms.
Describe the steps involved in the daily routine of cleaning guestrooms.
Explain the meaning of “controlled change.”
Some people say that standard operating procedures(SOPs) restrict initiative. Explain why this is not necessarily true.
Define the following terms and give their symbols if appropriate:Ready room Occupied Checkout Out of order Pickup room Open section
Explain why forms are important in the operation of a housekeeping department. Explain how these forms are used in opening the house: Night Clerk’s Report to Housekeeping, Supervisor’s Daily Work
Discuss how operational planning is related to delegation and why preplanning an operation is so important.
Write a standard operating procedure to delegate a task, given the required information.
State the advantages of using forms to standardize procedures and communicate with employees.
Describe the routine known as “opening the house.”
Describe the function of operational planning for the direction and control of hotel housekeeping operations.
There are three basic areas in which housekeeping employees should receive training. What are these areas?List several elements found in each area.
After reviewing the hotel handbook in Appendix C and the departmental handbook in Appendix D, discuss the differences in approach offered in these two documents.
Draw up an interview plan. What questions would you ask? What questions should be avoided?
What services should the personnel department of an organization perform in the hiring process? What services should department managers for whom employees will be working perform?
When should a job specification be prepared? What should it contain?
Describe how to conduct an objective performance evaluation.
Describe how to maintain training and development records.
Describe different techniques used to train newly hired employees.
Describe the important elements of an orientation program.
Identify proper selection and interview techniques.
Describe the elements of a job specification and an employee requisition.
Describe the proper methodology to use when staffing housekeeping positions.
How would you establish a par level for the napery in a new dining room? What criteria would you use to set the same par level for an existing operation?
What are the advantages to all-white bath linens that have no logo? Can you see any disadvantages to this type of product?
Explain the criteria that you would use to evaluate the performance of bedding materials for a hotel.
Draw up a list of specifications for a guestroom attendant’s uniform.
Generate criteria for bath linens for different classes of hotels.
Generate standards of selection for employee uniforms.
Develop purchase criteria for table linens, including proper size, fabric content, and method of construction.
Generate purchase specifications for bedding, including sheets, pillows, mattress pads, blankets, and bedspreads, for a certain class of hotel.
What constitutes a “green” chemical?
Explain the benefits of using convertible mobile shelving.
Define these terms:disinfectant sanitizer detergent sour antichlor amenity
List the applications for a single-disc floor machine.
In which areas of the hotel should a housekeeper use a disinfectant cleaner? In which areas would a sanitizer be appropriate?
Explain the advantages and disadvantages of relying primarily on an all-purpose chemical cleaner.
What amenities would you feature in a budget hotel property? In a midsized property? In a luxury property?
Describe recent innovations in guest bath amenities.
Describe common guest supplies.
Describe recent innovations in cleaning supplies and equipment.
Identify common cleaning supplies and equipment used in the housekeeping department.
Describe the intended purposes of chemicals used in the housekeeping department and define common chemical terms presented.
Describe recent trends in chemical use and their impact on guests, staff, and, specifically, the housekeeping department.
Categorize chemicals used in the housekeeping department and state their intended uses.
The rooms division manager wants to install an “accent wall” in each guestroom. This wall would have a wall covering that is unlike the other painted walls in the room. What wall coverings would
How would you ensure the cooperation of other departments in the hotel to report spots and spills on carpet and floors to the housekeeping department?
Assume that the decision has been made to carpet the hotel’s main ballroom. What suggestions would you make as to the type of carpet to use in the ballroom?
Describe the steps in the FPMR model.
Given the following areas in a hotel—ballroom, lobby, dining room, kitchen, laundry, executive office—make recommendations for appropriate floor coverings for each area.
Explain the relative advantages and disadvantages of the different approaches to restorative carpet care.
When contemplating the installation of a new floor, what concerns should an executive housekeeper take into consideration?
Describe the care and treatment of walls, windows, and floors, including the latest developments.
Identify materials used in wall coverings and window treatments and describe the relative advantages and disadvantages of each type.
Describe standard window-washing procedures.
Describe and evaluate different carpet-cleaning techniques.
Identify elements of carpet construction.
Describe standard procedures and the latest developments in floor cleaning.
Identify the various types of floor coverings and describe the relative advantages and disadvantages of each type.
Visit a store that sells innerspring mattresses, a store that sells waterbeds, and a store that sells foam mattresses like the Tempur-Pedic mattresses. Lie down on each one, decide which one is more
Explain the concept of using temporary storage when opening a hotel.
Define these terms:Inventory control In-room refreshment center Material classification Dual-purpose sleep equipment In-room safe
A disabled person wants a room on the top (suite)floor. According to ADA, must you accommodate that guest? The first alarm sounds (elevators become inoperative). How would you evacuate this disabled
Preopening budgets usually include items such as funds for opening ceremonies and parties, advertising, and public relations. List several other important items that should be funded in a preopening

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