Course Program

Module 1 – The Hotel

1.1. Hotel Sizes

1.2. Hotel Classifications

1.3. Hotel Departments

Module Exercises

Module 2 – The Housekeeper

2.1. Personal Presentation

2.2. Code of Conduct

Module Exercises

Module 3 – The Housekeeper’s Day to Day

3.1. Activities

3.2. Time Management

3.3. The Housekeeper’s Floor Location

Module Exercises

Module 4 – Work Materials

4.1. Cleaning Products

4.2. Cleaning Equipment and Devices

4.3. Bed and Bath Linens

4.4. Minibar Products

4.5. Amenities

4.6. Products Consumed by Guests

Module Exercises

Module 5 – Work Procedures

5.1. Key Management

5.2. Filling Out the Reports and Their Implications

5.3. Housekeeper Service Cart and Closet Preparation

5.4. Types of Room Cleaning

5.5. Cleaning an Occupied Room

5.6. Cleaning a Room After Check-out

5.7. Periodical Cleaning

5.8. Organization and Cleaning of Other Surfaces and Public Areas

5.9. Sanitation and Mattress Rotation

5.10. Hallway and Corridor Cleaning

5.11. Cleaning of the Public Areas’ Floors

5.12. Cleaning of the Walls

5.13. Glass Cleaning

5.14. Cleaning Decorative Objects

5.15. Upholstery Cleaning

5.16. Elevator Cleaning

5.17. Trash Can Cleaning

5.18. Cleaning the Emergency Staircase, Fire Door, and the Mailbox Cubby

5.19. Organization and Cleaning of Other Hotel Premises

Module Exercises

Module 6 – Other Tasks Attributed to the Housekeeper

6.1. Handling Additional Objects Requested by the Guest

6.2. Sending Guest’s Clothes to the Laundry Room

6.3. Turning Down the Bed

6.4. Attending to Requests and Complaints

Module Exercises

Module 7 – Diverse Situations in Hospitality

7.1. Switching Rooms

7.2. Room in Which the Guest Did Not Sleep In

7.3. Lost and Found Procedures

7.4. VIP Guests

7.5. Special Situations and Possible Incidents

Module Exercises

Module 8 – Communication

8.1. Communication and Cordiality

8.2. Communication with Spanish-speaking Guests

Module Exercises

Module 9 – Productivity Analysis

Module Exercises