COURSE OVERVIEW:
The Housekeeping department takes pride in keeping the hospitality establishments clean and comfortable, so as to create a ‘Home away from home’. The aim of all accommodation establishments is to provide their customers with clean, attractive, comfortable and welcoming surrounding that offer value for money.
Nothing sends a stronger message than cleanliness in a hospitality operation. No level of service, friendliness or glamour can equal the sensation a guest has upon entering a spotless, tidy and conveniently arranged room. Both management and guest consider the keeping of the place clean and in a good order a necessity for a hotel to command a fair price and get repeat business.
Housekeeping may be defined as the provision of a clean, comfortable and safe environment, It’s is not confined to the housekeeping department as every member of staff in the establishment should be concerned with the provision of these facilities in their own department, e.g. the chef ‘housekeepers’ in the kitchen, the restaurant manager or head waiter ‘housekeepers’ in the restaurant, and the general manager has overall responsibility.
Most people see housekeeping as simply “cleaning guest rooms” but from an operational perspective there is a lot more to housekeeping than just that. The role of housekeeping is to ensure the comfort and safety of guests whilst they are staying at a hospitality organisation. It is essential that that a guest is able to enjoy their room in the same manner and with the same ease as they would enjoy in their own house. The aim of housekeeping is to strive to enable guests to access items as easily as in their own home.
This course deals with the skills and knowledge required to provide housekeeping services to guests in a range of settings within the hotel and travel industries workplace context.
The first part explains how to receive, accept and record housekeeping requests from guests and staff. Then discusses how to advise on time for provision/delivery of identified service or items to guest room. Also, explains how to liaise with other staff to obtain and or deliver identified service or items to guest room. And how to set up equipment in guest rooms.
The second part describes how to advise guests on services and items available through the housekeeping department. And how to advise or demonstrate the use of items delivered to guest room, if required. Then discusses how to report malfunctions as required and how to advise management of dangerous or suspicious circumstances. Also, will explain how to participate in planning to enhance service delivery standards and equipment purchase.
LEARNING OUTCOMES:
By the end of this course, you will be able to understand:
- The importance of housekeeping
- How to accept housekeeping requests from guests?
- The types of accommodation properties
- The types of guest requests
- The servicing of rooms
- How to handle guest complaints?
- How to handle guest requests promptly?
- How to provide excellent levels of customer service in housekeeping?
- When to use the guests name?
- How to know the guest’s name?
- How to accept housekeeping requests from staff?
- The types of staff requests
- How to record housekeeping requests?
- How to confirm and note details of the request?
- How to advise guests with the delivery time of service or items to guest room?
- Examples of breakdown in providing housekeeping services to rooms
- The keys to making apologies
- How to liaise with staff to deliver services or items?
- The importance of your safety and security while delivering services or items
- How to deliver required items to guest room?
- The key to responding to a request from a guest
- How to set up equipment in guest rooms?
- Why you should know the house rules?
- How to collect items from guest rooms?
- The types of items for collection
- How to advise guests on services and items available?
- How to advise guests on the use of items delivered?
- How to demonstrate the use of items delivered to guest room?
- How to liaise with other departments to provide supplementary advice?
- How to report malfunctions?
- How to report problems?
- How to inform management of dangerous or suspicious circumstances?
- Examples of an unusual item or situation
- Examples of suspicious occurrences or people
- What you should do if you see or hear anything that is suspicious, unusual or appears illegal?
- How to plan to improve service delivery standards and equipment purchase?
- How to improve staff knowledge, skills and attitudes?
COURSE DURATION:
The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.
COURSE REQUIREMENTS:
You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.
COURSE DELIVERY:
Purchase and download course content.
ASSESSMENT:
A simple 10-question true or false quiz with Unlimited Submission Attempts.
CERTIFICATION:
Upon course completion, you will receive a customised digital “Certificate of Completion”.