Training program for the housekeeping department

Overview:

The following four modules demonstrate and enhance the importance of offering “quality service” through direct and indirect tasks undertaken by the Housekeeping Department.

Delivery of training:

Each module can be delivered individually as a “one- off” program or the modules can be combined in a going support services to ensure implementation of skills.

The program will be delivered by a signature-trained instructor using the following methodology and tools:

• Power Point presentations
• Team Building Games to enhance participation
• Extensive technical practice

Module 1: Housekeeping Department – Something more than making up a bed

This module displays to the Housekeeping Department how they can become “service proactive” in attending the guest′s needs beyond cleaning rooms.

Module objectives:

• The hotels “offer” to guests”
• Who are our clients
• The role of the Housekeeping Department
• Communication and cooperative with the other departments
• Standard Operating Procedures
• Quality check from Housekeeping staff
• Teambuilding and team work
• Personal hygiene and presentation

Module 2: Customer Quality Services offered by the housekeeping Department

This module outline the importance of offering “Quality Service” through the daily tasks undertaken by

Module objectives:

• Communication and cooperation with other
• departments
• The customer′s first impression
• Quality Service
• Attention to detail
• Entering guest rooms
• Organizing your day – priorities
• Room cleaning and inspection
• Standard Operating Procedures
• Professional behavior

Module 3: Housekeeping Techniques

The core aim of this module is to educate the housekeeping staff on the procedures for cleaning rooms and public areas as described in the hotel′s operating manual. The module includes extensive practical sessions. In addition‚ the module provides the opportunity for the participants to practice the main standard operating procedures.

Module objectives:

• Get to know and understand what the Housekeeping is all about
• Setting up your work place
• Usage of cleaning material (demonstration)
• Maintaining and using your equipment(demonstration)
• Setting priorities
• Effective organization of the work space.
• Efficient cleaning sequence of public areas
• Efficient cleaning sequence of rooms
• Special cleaning procedures
• Final check of rooms and public areas
• Evaluation and reporting of faults
• Cleaning audits
• Basic operating procedures.

Module 4: The Role of the Laundry Department This module displays the importance of the laundry

department and its effect on the hotel‚s overall effort to deliver quality service

Module Objectives:

• What the hotel has to offer to the guest
• Who is our client?
• The role of the laundry department
• Communication and cooperation with other departments
• Quality service
• Standard Operating procedures
• Quality check from Laundry Department Staff
• Teambuilding and team work
• Personal hygiene and presentation
• Professional Behavior

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