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Customer Care And Housekeeping Question Paper

Customer Care And Housekeeping

Course:Bachelor Of Science In Tourism Management

Institution: Kenyatta University question papers

Exam Year:2008

KENYATTA UNIVERSITY
UNIVERSITY EXAMINATIONS 2007/2008
INSTITUTE OF OPEN LEARNING

EXAMINATION FOR THE DEGREE OF BACHELOR OF TOURISM STUDIES
TSA 022: CUSTOMER CARE AND HOUSEKEEPING
DATE: WEDNESDAY, 9TH JULY 2008 TIME: 3.30 P.M. ? 5.30 P.M.

INSTRUCTIONS: Answer Any Three Questions.

1.
(a)
Distinguish between:
Job Analysis and Job Description,
Coordination and Control of Staff in Accommodation Department.
(b)
Explain the Work Study Method.
2.
(a)
What are the requirements of staffing in a housekeeping department?
(b)
Describe the components of staffing in an organization.
3.
(a)
Describe the first-aid practice.
(b)
Describe the two most useful methods of artificial ventilation.
4.
(a)
Describe the cleaning and daily routines in specified areas of an establishment.
(b)
Describe the orders of work in an establishment.
5.
(a)
Define housekeeping.
(b)
Outline the aims of housekeeping.
(c)
Describe the attributes of a housekeeper.
6.
(a)
Describe what the customer service is all about in the tourism industry.
(b)
Give an outline of varying needs of customers.
(c)
Describe the customer service provided to both external and internal customers
and the benefits of excellent customer service.