Hotel Housekeeping Course (Room Attendant): Guest privacy, keys and security

1. Question 1 of 16

   Where should you keep your key card while working?

   • AOn your body, such as on a wrist coil or lanyard
   • BOn top of the cart
   • CLeft in the slot by the room door while you clean
   • DIn the linen bag
   Show answer

   Answer: A. On your body, such as on a wrist coil or lanyard

   Keys left on carts or in rooms can be stolen and used to enter guest rooms.

2. Question 2 of 16

   A person in the hallway says they are locked out and asks you to open their room. What should you do?

   • AOpen it if they show any card
   • BLend them your key
   • CPolitely send them to the front desk to check their identity
   • DOpen the door if they can describe the room and what is inside it
   Show answer

   Answer: C. Politely send them to the front desk to check their identity

   Never open a room for anyone; the front desk checks identity and issues keys.

3. Question 3 of 16

   You realize your key card is missing. What should you do?

   • ATell your supervisor right away so it can be cancelled
   • BKeep looking until the end of the shift
   • CSay nothing and ask for a new one at the start of tomorrow's shift
   • DBorrow a coworker's key
   Show answer

   Answer: A. Tell your supervisor right away so it can be cancelled

   A lost key is a security risk, so report it immediately.

4. Question 4 of 16

   Someone calls asking which room a guest is in. What should you do?

   • AConfirm the guest is staying but not the room
   • BGive the floor number only
   • CRefer them to the front desk without giving any information
   • DGive the room number if the caller knows the guest's full name
   Show answer

   Answer: C. Refer them to the front desk without giving any information

   Never share guest names, room numbers or whether someone is staying at the hotel.

5. Question 5 of 16

   What should you do with guest papers and laptops in an occupied room?

   • ALeave them where they are and do not read or open them
   • BPut them in the lost and found
   • CMove them to clean the desk, then read the top page
   • DStack them neatly in a drawer so the desk can be cleaned
   Show answer

   Answer: A. Leave them where they are and do not read or open them

   Respect guest privacy: touch belongings only as much as needed to clean.

6. Question 6 of 16

   Which item may you throw away in an occupied room?

   • AItems that are clearly trash or in the trash can
   • BPapers on the bed
   • CA half-full bottle of water left out on the desk overnight
   • DA shopping bag on the floor
   Show answer

   Answer: A. Items that are clearly trash or in the trash can

   Only throw out what is clearly trash; other items belong to the guest.

7. Question 7 of 16

   You find a pair of headphones in a check-out room. What should you do?

   • AGive it to a coworker who needs headphones
   • BThrow it out with the trash
   • CKeep it if nobody calls within a day
   • DRecord it in the lost property log and hand it in as your hotel requires
   Show answer

   Answer: D. Record it in the lost property log and hand it in as your hotel requires

   Items found in vacant or check-out rooms go to lost and found and are logged right away.

8. Question 8 of 16

   A guest calls about a lost item. What should happen before it is returned?

   • AAnyone who asks can collect it
   • BThe item is posted right away to any address the caller gives
   • CStaff read out the whole log
   • DThe guest describes it and the hotel checks their identity
   Show answer

   Answer: D. The guest describes it and the hotel checks their identity

   Lost property is returned only to the right person, following hotel policy.

9. Question 9 of 16

   A do-not-disturb sign has been on a door all day. What should you do?

   • ANote it and tell your supervisor, who follows the hotel's policy
   • BUse your key to check inside
   • CKnock loudly until someone answers
   • DRemove the sign and clean the room
   Show answer

   Answer: A. Note it and tell your supervisor, who follows the hotel's policy

   Respect DND signs. A long DND may lead to a well-being check by a supervisor or security under hotel policy.

10. Question 10 of 16

    While cleaning you see a gun on the bed. What should you do?

    • AFinish cleaning around it
    • BTake a photo and post it
    • CMove it to the drawer so it is safe
    • DLeave the room without touching anything and tell your supervisor or security
    Show answer

    Answer: D. Leave the room without touching anything and tell your supervisor or security

    Do not touch weapons, drugs or other dangerous items; leave and report.

11. Question 11 of 16

    According to Public Safety Canada, what is human trafficking?

    • AAny travel between provinces
    • BBooking several rooms at once
    • CRecruiting, moving or holding people to exploit them for profit
    • DHelping friends find hotel rooms
    Show answer

    Answer: C. Recruiting, moving or holding people to exploit them for profit

    Public Safety Canada describes human trafficking as recruiting, moving or holding victims to exploit them, usually for sexual exploitation or forced labour.

12. Question 12 of 16

    Does human trafficking have to involve crossing a border?

    • AOnly by air travel
    • BOnly between provinces
    • CNo, victims can be exploited without ever leaving their home city
    • DYes, always
    Show answer

    Answer: C. No, victims can be exploited without ever leaving their home city

    Public Safety Canada says human trafficking does not have to involve crossing borders.

13. Question 13 of 16

    Which is a sign of trafficking listed in Public Safety Canada's awareness materials?

    • AA guest who asks for extra pillows
    • BA guest who checks out early
    • CA person whose phone or identification is held by someone else
    • DA family travelling with young children
    Show answer

    Answer: C. A person whose phone or identification is held by someone else

    Having a phone or ID withheld, and movements or contacts restricted, are listed signs of control.

14. Question 14 of 16

    Which is a sign of labour trafficking listed by Public Safety Canada?

    • AAn employer threatening workers about deportation or their immigration status
    • BAn employer that pays by direct deposit
    • CA job with a uniform
    • DA worker who takes public transit
    Show answer

    Answer: A. An employer threatening workers about deportation or their immigration status

    Threats about deportation or immigration status, and withheld identification, are listed signs of labour trafficking.

15. Question 15 of 16

    You notice several signs that a guest may be a trafficking victim. What should you do?

    • AIgnore it because one sign proves nothing
    • BAsk the suspected trafficker to explain
    • CFollow the guest to gather proof
    • DReport it to your supervisor or security, or call 911 or the hotline, without confronting anyone
    Show answer

    Answer: D. Report it to your supervisor or security, or call 911 or the hotline, without confronting anyone

    Your role is to notice and report, not to investigate or confront.

16. Question 16 of 16

    What is the number of the Canadian Human Trafficking Hotline?

    • A1-800-622-6232
    • B1-866-347-2423
    • C1-888-373-7888
    • D1-833-900-1010
    Show answer

    Answer: D. 1-833-900-1010

    The Canadian Human Trafficking Hotline is 1-833-900-1010; it is confidential, multilingual and open 24/7.

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