Reference no: EM131623115

1. You are cleaning a guest room. When you pick up the used guest towels from the floor your uniform comes into contact with a towel with blood stains.

What should you do?

2. You and your new colleague Mary-Lou have finished cleaning a guest room. During the final inspection of the room Mary-Lou notices smear marks on the lounge table. She fetches a used guest towel from the trolley and polishes the table. You tell Mary-Lou that this is a hygiene risk and the table needs to be cleaned and sanitised correctly but she ignores you.

What is the risk here? What is your responsibility in this instance?

3. Whilst you are working in the reception area you notice Timothy the porter moving luggage through the foyer. He seems to have a heavy cold and sneezes frequently into the sleeve of his uniform and coughs without protecting his mouth. A guest approaches reception and complains that this is the worst hygiene practice he has ever witnessed from hotel staff and that he will not consider booking at this hotel again in the future.

a. What should Timothy have done before the start of his shift?

b. What are the potential risks from Timothy's actions?

c. What is your responsibility?

4. Mr and Mrs Donaldson enter a busy restaurant to enquire about a table for 2. Whilst the staff member is talking to them she frequently touches her face and moves hair strands out of her face. They notice that her finger nails are very dirty and she has a strong body odour smell. At this moment a waiter approaches the staff member at reception to confirm a table for 4 guests which have just arrived. Mr. and Mrs Donaldson take this opportunity to turn around and leave the restaurant quickly.

a. Why did Mr and Mrs Donaldson leave the restaurant?

b. What does Mr and Mrs Donaldson's observations indicate in terms of hygiene procedures in the restaurant?

c. How did this instance affect the customers' view of the business?

5. You have been on annual leave. During your absence a new staff member, John, has been employed. You noticed that he is often unshaven, his hair seems greasy and his body odour is quite strong. Many of your colleagues strive to avoid working on the same station as John.

a. How is John's social acceptance affected?

b. What routine for good hygiene standards should John develop in this instance?

c. What could you do in this instance?

6. A guest orders some beverages and snacks from the menu. You process the order and send the food order to the kitchen. Meanwhile you prepare the beverages. When you deliver the order to the table the guests reject the order as they have noticed that a band-aid you wear on your right thumb looks like it is seeping.

a. What procedures should you have followed in order to prevent this incident?

b. What potential hygiene problems could have occurred as a result of this?

c. How does an incident like this affect or impact on customers?