Hotel Housekeeping

We are pleased to announce that we are now offering Hotel Housekeeping 101 and Advanced Housekeeping to hotels, resorts and private clubs.

The mandate for our hospitality housekeeping program is to teach the essential skills required to provide stellar service to guests and/or members of luxury hotels, resorts and clubs. The program can be delivered  in a  'Train the Trainer' format or delivered directly to front-line housekeeping staff. Both Hotel Housekeeping 101 and Advanced Housekeeping have been designed for delivery on-site at the client’s location. In addition, both courses can be customized to meet the specific training needs of your specific location.
 

Hotel Housekeeping 101

The program has been developed as “refresher course” that is ideal for individuals who are new to your housekeeping team or whose skills simply require some fine-tuning and re-focusing. The modules include:

Class #1
Introduction
In the first class students are introduced to the program and its objectives as well as to the training manual they will be using and the instructors who will be teaching the material. As part of the introduction, students learn about housekeeping service, its role in the hotel and its relation to other departments within the hotel structure. Roleplaying is used to help demonstrate the Housekeeping Department’s place within the overall operations of the hotel.

Class #2
Standards
The Housekeeper’s Eye – what is it? How to use it? And, how it augments hotel housekeeping standards – is the focus of this class. From the Housekeeper’s Eye comes a broader lesson on housekeeping standards and how they are developed. Students will be introduced to the concept of housekeeping teams, how they can enhance efficiencies and the various roles within them.

Class #3
Types of Cleaning & Tools
The objective of this class is to augment efficiencies through superior organization. Students will learn the differences between a trash & tidy, departure clean, seasonal cleaning and special projects. They will be taught how to organize supplies in a cart and determine what should be included and excluded. A portion of the class will be dedicated to tools as well as their correct use and care.

Class #4
Cleaning Methods
This practical, hands-on class teaches the methodology behind cleaning best practices. Students learn the top to bottom, left to right technique of cleaning and are introduced to preferred cleaning products for the various surfaces they are likely to encounter within the hotel. Additionally, a significant portion of the class is dedicated to cross-contamination, its dangers, most common causes and techniques for the reduction of potential risks. This class will also address specialty items such as televisions, safes, artwork, and the often-overlooked disinfection of the remote control and telephone.

Class #5
Setting the Scene - General Living Area
Thorough and consistent detailing of a hotel room is key to creating a positive first impression with Guests. Using the skill of the Housekeeper’s Eye, students will learn how to set an appealing scene through suite detailing of the living area that includes furniture placement, lighting, positioning of drapery and sheers, and the placement of informational and promotional material within the suite.

Class #6
Setting the Scene - Bedrooms & Bathrooms
Students learn how to take the principles of Class #5 and apply them to the bedroom and bathroom. The lesson includes understanding turndown service and its variations, nightstand appointment as well as towel and amenity presentation.

Class #7
Interacting with the Hotel Guest
Housekeepers will inevitably interact with Guests. This class provides students with the skills to make each of those interactions successful. This includes understanding the profile of the average Guest, making a positive first impression, avoiding negative non-verbal communication, the challenges of cross-cultural communication, dealing with special requests and how to handle Guest belongings. Additionally, students will learn through case situations how to manage Guest privacy. Advanced Hotel Housekeeping is intended to augment the skills of individuals who are already working as Housekeeping Supervisors or Coordinators.

Advanced Hotel Housekeeping

Advanced Hotel Housekeeping is intended to augment the skills of individuals who are either already working as Housekeeping Supervisors or Coordinators. Again this program is designed to be delivered on site at your hotel or resort.The modules include:

Class #1
Supervisor & Executive Housekeeper Issues
This advanced class focuses on creating strong housekeeping teams through the hiring process to training and integration within the department. Supervisors and managers are taught how to motivate their staff towards efficiencies and correct execution of standards. The second half of the class focuses on best practices for room inspections, managing inspection report data as well as effective coordination with the Maintenance Department.

Class #2
Supervisor & Executive Housekeeper Issues continued
This class begins with best practices for scheduling and executing deep cleaning of a room. Following this is a lesson on best practices for conducting linen inventories, leading into broader instruction of par-stocks and their calculation. The class ends with an examination of standards and protocols for gratuities and their communication to housekeeping team members.

Class #3
Executive Housekeepers & Hotel Management Issues
This final advanced class teaches the methodology for calculating the correct number of housekeepers for a hotel. In addition, students are taught how to develop and maintain budgets for their department. Finally the class addresses effective methods for evaluating the delivery of standards through Guest surveys, employee evaluations and the interpretation of both.

For more information please contact 212.877.6962 or 416.369.1146 or email info@charlesmacpherson.com

Please click to download our brochure for Housekeeper Training for the Hospitality Sector.