1. Gain an overview of the hospitality industry, specifically lodging & hotels
2. Explain the different hotel categories including Downtown/Center-City, Resort, Suburban, Highway, Airport
3. Explain a “guest mix” and different types of guests including Business Travelers versus Leisure Travelers
4. Describe positive experience as a product
5. Explain the importance of customer service, employee attitudes and cleanliness & appearance of the facilities

1. Describe the duties of a room attendant including - An overview of room cleaning such as preparation, beds, bathroom, floors, tables & chairs, amenities, windows & curtains - Using inspection sheets - Turndown service - Pre-shift and End-of-shift duties including restocking, putting away supplies, signing keys back in - Customer service including guest assistance, offering local tips and advice, making the guest feel comfortable

1. Define “guest service” and explain the benefits of guest service
2. Explain the difference between “guest service” and “exceeding guest expectations”
3. Describe common customer expectations and explain the guests’ point of view
4. Define “moments of truth” and how they affect a guest’s experience
5. Explain the role of the host employees and how they help to shape the customers’ experience through: Providing excellent customer service - Providing a clean, warm, safe, comfortable and welcoming environment - Exceeding customer expectations to provide a memorable experience - Learn how to prevent their personal lives from affecting their quality of service

1. Define various necessary terms used in hospitality and hotels such as, but not limited to: ○ Front of the house, back of the house & heart of the house ○ Manager on Duty ○ Loyalty Composite ○ Managed Hotel ○ Occupancy ○ Peak Season ○ Pre-con ○ Rack rate ○ RevMax Meeting ○ Room Block ○ Service Composite ○ Six Sigma
2. Spell out and define common acronyms including, but not limited to: ○ ADR: Average Daily Rate ○ EC: Executive Committee ○ FF&E: Furniture, Fixtures & Equipment ○ GEI: Guest Experience Index ○ GRR: Gross Rooms Revenue ○ MOD: Manager On Duty ○ OS&E: Operating Supplies & Equipment ○ PMP: Performance Management Process ○ RevPAR: Revenue Per Available Room ○ ROI: Return on Investment

1. Define and explain the importance of: ○ Manager on Duty ○ Use of Facilities ○ Elevator Courtesy ○ Lost and Found

1. Understand what employers are expecting from their employees including: o Reliability, positive attitude, teamwork, interpersonal skills, professionalism, selfdirection & initiative, flexibility & adaptability
2. Define self-esteem and explain how it correlates with success at work and in life
3. Offer examples of pride taken in one’s work and explain why personal pride in the workplace is important.

1. Develop a professional appearance through o Wearing clean, appropriate, professional clothing o Learning professional grooming standards and how to achieve them
2. Assess their current life situation and identify areas to improve in terms of general health, sleep, exercise & lifestyle
3. Professional Conduct
4. Create a voicemail box message that communicates professionalism
5. Explain the importance of punctuality
6. Know what to do when tardiness is unavoidable
7. Understand the importance of continual learning with regards to o Gaining new skills to improve one’s career and personal life o Improving one’s general quality of life

1. Define physical organization and mental organization
2. Implement organizational skills at home and in the workplace, such as o Erasing clutter o Designating time to clean and organize o Developing a habit of disposing of items that are no longer of use o Developing a habit of putting supplies in regular, proper places
3. Explain the importance of to-do lists
4. Break larger projects down into manageable tasks
5. Explain different working styles: multitasking vs focusing on single tasks
6. Create to-do lists and prioritize them in terms of urgency and importance
7. Effectively decide which tasks to work on and complete first using the ABC + Pareto Analyses Combo technique: o A: Categorize tasks as urgent and important o B: Categorize tasks that are important but not urgent o C: Categorize tasks that are neither urgent nor important o Starting with Category A, highlight and complete the tasks that will take the least amount of time first.
8. Define the Pomodoro Technique (25-minute work intervals, 5-minute break)

1. Define various employee policies within the hotel and explain their importance with regards to safety, appearance & presentation, languages spoken, guest & employee interactions, and more

1. Explain how tip sharing helps themselves and other employees to work more efficiently and to make their jobs easier and more rewarding

1. Define sexual harassment
2. Give examples of different types of sexual harassment
3. Deal effectively with various forms of sexual harassment
4. Assist others who are dealing with harassment

1. Define the concept of customer service
2. Explain the difference between common customer service and exceptional service
3. Define reputation management and how it applies to the job
4. Develop skills in building rapport
5. Understand how personal presentation affects service

1. Define different types of communication including verbal, non-verbal and body language
2. Explain why appearance and professionalism are important and the impressions they give guests
3. Explain different social styles and how to behave appropriately and better communicate with people of all styles

1. Effectively handle complaints
2. Understand the best course of action to take with difficult or upset guests
3. Develop problem solving skills
4. Develop critical thinking skills
5. Resolve conflicts that result in win-win scenarios for the guest and the hotel

1. Describe what is meant by ‘going above and beyond’ in terms of customer service
2. Give examples of situations where employees have exceeded customer expectations
3. Come up with ways in which to provide beyondstandard service in various situations

1. Explain the different divisions in a hotel and how they work together including ○ Rooms division ○ Food and beverage division ○ Marketing division ○ Engineering division ○ Accounting division ○ Human resources division ○ Security division

1. Explain the duties and responsibilities of different types of employees in the rooms division including: ○ Executive and Assistant Housekeepers ○ Rooms division managers and supervisors ○ Room attendants ○ General cleaners / Public area attendants ○ Linen & uniform attendants
2. Explain the duties of each position and how they work together: ○ Responsibilities of management & supervisors ○ Room attending including trash removal, bed-making, cleaning & amenities ○ General cleaning & public areas ○ Removal and processing of linens and uniforms

1. Explain the guest cycle in terms of: ○ Pre-arrival ○ Arrival ○ Occupancy ○ Departure

1. Explain the importance of teamwork
2. Give examples of both good and bad teamwork\
3. Explain the need for teamwork in terms of housekeeping

1. Define culture & diversity
2. Analyze cultures based on 5 cultural scales
3. Better understand and explain their own cultural backgrounds in terms of: ○ Values ○ Beliefs ○ Worldview ○ Opinions about work, family & relationships ○ Communication Styles ○ Roles in society
4. Summarize the differences in culture that may exist in the workplace
5. Explain how diversity can impact a working environment both positively and negatively

1. Recognize stereotypes, prejudices & discrimination at the workplace
2. Adjust their communication style to better facilitate communication with people of other cultures, ethnicities, genders races and social classes
3. Adjust their body language to not offend people from other backgrounds
4. Minimize conflict due to misunderstandings
5. Resolve conflict that arises from cultural differences

1. Define what computers and tablets are
2. Explain the use of computers & tablets at home and at work
3. Explain the use of computers & tablets with regards to housekeeping

1. Define social media and give examples of various types of social media
2. Explain how social media can affect a person’s or a business’ reputation both positively and negatively
3. Explain how employees are ambassadors for their companies and the importance of using social media responsibly

1. Explain rules for using social media that protect both the individual and the organization
2. Give examples of positive and negative social media posts and explain the effect of those posts on individuals and organizations
3. Explain how social media posts could result in termination of a job
4. Explain how social media can affect a job application and what types of posts employers may be comfortable or uncomfortable with

1. Explain safe work practices including ○ General safety procedures within the hotel ○ How to handle various emergencies ○ Environmental safety including sustainability and green initiatives ○ Recognizing and dealing with unusual room situations

1. Define various health safety hazards and explain how to safely handle: ○ First aid ○ Bloodborne pathogens ○ Other body fluids ○ Cross Contamination ○ Syringes & needles ○ Broken glass and sharp objects ○ Disinfectants and chemicals ○ Rules on mixing chemicals ○ Proper disposal of chemicals and other hazardous materials ○ Fire safety and evacuation ○ When to call for help
2. Explain how to use safety equipment
3. Explain OSHA and how it applies to housekeeping
4. Define the Americans with Disabilities Act
5. Understand the use of service animals

1. Define and recognize suspicious activities
2. Explain how to handle and report suspicious activity
3. Explain proper use of key cards and how to control their accessibility
4. Recognize human trafficking within the hotel
5. Respond appropriately when witnessing human trafficking

1. Explain which supplies are needed for each task including: ○ Linens such as bath towels, hand towels, washcloths, bathmats, fitted & flat sheets, pillow cases, duvets ○ Amenities including lotion, shampoo, conditioner, soap, brushes & combs, shower cap, powder, shaving cream & razors, toothbrush & toothpaste, dental floss, tissues, refreshments & coffee/tea, toilet tissue, facial tissue, stationary and pens, room service menus ○ Cleaning Supplies including window cleaner, all-purpose disinfectant, room deodorizer, furniture polish, toilet bowl cleaner and disinfectant (non-corrosive), mold/mildew remover, chrome polish, gloves ○ Tools and supplies including gloves, vacuum, broom, dust pan, wet mop, sponge mop, bucket, dusting brush, scrub brush, grout brush, scrubbing pads, feather duster, hand held duster, sticky roller, toilet brush, plunger, clean rags, trash liners, light bulbs, wedge (for beds), wooden spatula (for beds) ○ Which types of chemical cleaners qualify as “green” or “eco-friendly” ○ Tablets & devices

1. Read and understand room assignment sheets
2. Understand the use of handheld devices such as iPods as a replacement for room assignment sheets
3. Define and explain various room status codes including: ○ Occupied ○ Do not disturb ○ Stayover ○ On change ○ Cleaning in progress ○ Vacant and ready ○ Out of Order (OOO) ○ Out of Service (OOS) ○ Lock out ○ Check out

1. Explain procedures for stocking the cart including required ○ Cleaning supplies ○ Amenities ○ Tools ○ Linens
2. Explain why to stock most carts for no more than eight rooms
3. Explain the risks over overloading the cart including injury and lack of organization
4. Procedures for restocking the cart

1. Explain the procedures for rooms marked with “Do Not Disturb”
2. Confirm the status of the room
3. Perform the procedures for entering the room following hotel policy ○ Knock with knuckles and announce “Housekeeping” ○ Wait 5 seconds for response and knock again ○ Open door six inches and announce again ○ Enter room and prop open door with doorstop ○ If guest is sleeping, quietly withdraw ○ If guest is awake, ask when to return ○ Place cart at entrance of room blocking the door, flush with the wall, linens facing inward or pull inside following hotel policy ○ Guard hotel guestroom key and follow established security policies
4. The ABC Method ○ A: Away with the old – remove all trash and dirty linens ○ B: Beds – Make the beds ○ C: Cleaning & Chemicals – Clean the bathroom with correct chemicals ○ D: Dusting – Dust the guestroom surfaces ○ E: Everything in its right place – Replace amenities, rearrange furniture ○ F: Finish up – Vacuuming, close curtains, turn off lights
5. Explain the sequence of cleaning a “service” room and a “check-out” room

1. Assess the state of the room and what needs to be done by walking the entire room and taking note of: ○ Blood, vomit or body fluids on the linen or in the bathroom ○ Any broken, damaged or missing items ○ Anything else out of the ordinary that will require special attention or additional time
2. Know when to call the supervisor using established codes on the room phone or through the hand-held tablet following hotel policy
3. How to handle lost and found items following hotel policy

1. Explain which personal protective equipment (PPE) is needed for each task
2. Test all the lights and replace bulbs as needed ○ Call engineering if necessary
3. Remove all bed and bathroom linen and place dirty laundry in the cart
4. Recognize what is or may not be trash; follow lost and found procedures
5. Remove all trash including bathroom, under the bed, in the closet
6. Gather all required cleaning supplies from the cart
7. Open all drapes, blinds and windows and adjust heat/AC
8. Complete all tasks involved in stripping the room in less than 3 minutes

1. Perform the procedures necessary to effectively clean the bathroom including: ○ Shake shower curtain to release hair and check drains for hair ○ Spray all surfaces with disinfectant and allow to set for 10 minutes (while making beds; Unit 8) ○ Checking to make sure the toilet or drains are not clogged - Notify engineering if necessary ○ Tidy guests’ personal items ○ Disinfect garbage cans ○ Clean rubber bath mat ○ Clean sink and vanity ○ Wash sink, taps and vanity and wipe to a shine ○ Wipe towel racks, shower curtain rod, toilet tissue holder and tissue holder ○ Clean visible pipes ○ Shine walls ○ Clean mirrors ○ Clean the toilet following safe procedures including using different gloves and equipment exclusively for the toilet ○ Finish up bathroom by dusting walls and ceiling vents, wipe door, door knobs and robe hooks ○ Replace towels, amenities, toilet paper facing down and folded, glasses, tissues if necessary ○ Vacuum floor and clean with disinfectant appropriate to floor material (marble, tile quarry, stone) ○ Check for stray hair with sticky roller ○ Inspect bathroom and record any deficiencies such as cracks or damage ○ Complete bathroom cleaning in less than 10 minutes

1. Efficiently and safely make beds by following standard procedures: ○ Check under bed for items ○ Adjust dust ruffle ○ Examine bed pad for stains, tears or damage ○ Smooth bed pad ○ Add first sheet evenly to bed pad and fold under using proper techniques at each corner ○ Add remaining sheets using same technique at each corner ○ Add the duvet evenly and spread smoothly ○ Fold down the top sheet and duvet and spread smoothly ○ Adjust edges of duvet to pull it taut ○ Insert pillows into pillow cases by folding pillows in half lengthwise ○ Tuck remaining pillowcase into itself ○ Arrange pillows on bed following hotel procedures ○ Evaluate final product ○ Complete bed making in less than 7 minutes per bed

1. Follow proper cleaning procedures for the guestrooms including: ○ Dust all surfaces in a clockwise rotation ○ Check function of room features ○ Clean refrigerator and remove items used by guests ○ Check liquor items and clean mini bar ○ Check drawers for guests’ items and trash ○ Clean all windows, windowsills, marks on walls, TV, lamps, light switches, pictures and mirrors ○ Check iron, ironing board, closet, robes, slippers, amenities including coffee, tea, menus, magazines, stationary ○ Disinfect telephone, remote controls, alarm clock and ice buckets ○ Inspect all furniture for damage ○ Dust and polish all furniture ○ Arrange furniture to floor plan ○ Align drapes and clean shutters & blinds ○ Check and clean balcony/patio door, door tracks, furniture including chairs, tables, lights, remove debris and sweep floor ○ Clean the air conditioning/heating unit including vents and grid and set to appropriate temperature ○ Complete all cleaning tasks in less than 7 minutes

1. Safely and effectively vacuum and clean the guestroom carpet by following proper procedures: ○ Close balcony or patio door before vacuuming ○ Start in the furthest corner from the door ○ Double check corners and crevices – use the vacuum wand to clean hard-to-reach areas ○ Use appropriate cleaner to remove spots in carpet; contact supervisor if unable to remove them ○ Move small pieces of furniture and vacuum underneath ○ Turn off lights while moving through the room using wall switches ○ At end of shift, empty vacuum bag and wipe down vacuum, check roller for debris ○ Complete vacuuming and carpet cleaning in less than 5 minutes

1. Effectively evaluate the state of the room upon completion of cleaning including: ○ Using inspection sheet to double check every task has been sufficiently completed ○ Make sure all cleaning materials have been returned to the cart ○ Using either the hand-held tablet or room telephone, enter code for clean room ○ Close and lock door behind you, double check that it is closed and locked, remove housekeeping alert sign from outside of door ○ Update clean status on assignment sheet
2. Complete necessary additional tasks required for VIP rooms including: ○ Changing linens even when not typically required ○ Providing deeper cleaning than typically required ○ Including extra amenities and special items as required ○ Handling VIP requests as necessary

1. Effectively clean a stayover room following the correct order and within 20 minutes including: ○ Follow ABC method ○ Address room in correct order ○ Be aware of guests’ belongings and work around them ○ Change sheets and pillowcases only if necessary (dirty, wrinkly, doesn’t look presentable) ○ Adding anything special based on the specific guests’ needs or situation such as flowers for birthdays or engagements, extra amenities, etc.
2. Complete full cleaning of a stayover room in less than 15 minutes

1. Effectively clean a checkout room following the correct order and within 50 minutes including: ○ Follow ABC method ○ Address room in correct order ○ Be aware of items the guest may have left behind and follow correct procedures ○ Proper deep cleaning of guestroom bathroom, closets and floors
2. Complete full cleaning of a checkout room in less than 45 minutes

1. Explain what employers are looking for in candidates
2. Explain the purpose of job interviews in terms of the employer and potential employee’s perspectives
3. Explain how to build a strong resume
4. Explain how and why to research a company prior to the interview
5. Define and prepare for a variety of job interviews including: ○ Phone interviews ○ Video interviews ○ Panel interviews ○ Group interviews ○ Pre-screen interviews ○ Behavioral interviews

1. Explain how first impressions impact the job interview and how to give a good first impression
2. Answer common behavioral interview questions, self-awareness based questions, and other common questions with confidence
3. Adjust their body language to show confidence and competence
4. Practice active listening
5. Close the interview successfully
6. Avoid common interview mistakes

1. Review the entire program and ask final questions
2. Gain test taking skills and techniques for multiple choice exams
3. Give and receive feedback for the program
4. Take AHLEI’s Certified Guestroom Attendant Examination

1. Demonstrate a professional appearance
2. Demonstrate professional conduct including: - an appropriate voicemail box message - Consistent punctuality
3. Demonstrate an organized workspace (cart, linen closet, work locker)
4. Demonstrate an ability to prioritize housekeeping tasks and show effective time management
5. Demonstrate adherence to employee policies

1. Demonstrate ability to provide satisfactory customer service
2. Demonstrate effective verbal & non-verbal communication
3. Demonstrate ability to handle complaints or resolve conflict
4. Demonstrate an example of ‘going above and beyond’

1. Demonstrate knowledge of various hotel departments
2. Demonstrate knowledge of Rooms Division duties
3. Demonstrate knowledge of the guest cycle
4. Demonstrate teamwork within the rooms division

1. Demonstrate cultural sensitivity to either coworkers or guests

1. Demonstrate ability to use cell phone, iPod, or computer
2. Demonstrate adherence to hotel policy regarding cell phone use and social media use

1. Demonstrate knowledge of hotel codes to inform staff of emergency
2. Demonstrate knowledge of emergency procedures
3. Demonstrate knowledge of evacuation routes
4. Demonstrate knowledge of hotel procedures regarding green/sustainable practices
5. Demonstrate knowledge of procedures dealing with unusual room situations
6. Demonstrate knowledge of first aid practices
7. Demonstrate knowledge of procedures for dealing with bodily fluids
8. Demonstrate ability to avoid cross contamination
9. Demonstrate knowledge of rules regarding mixing chemicals
10. Properly dispose of chemicals and/or hazardous materials
11. Demonstrate knowledge of Material Safety Data Sheets and where they can be found
12. Demonstrate knowledge of OSHA standards within the housekeeping department
13. Demonstrate appropriate methods of dealing with disabled guests
14. Demonstrate knowledge of policies with service animals
15. Demonstrate knowledge of what constitutes suspicious activity
16. Demonstrate knowledge of policies regarding suspicious activity
17. Demonstrate proper use of hotel key cards
18. Demonstrate knowledge of policy & procedures regarding human trafficking

1. Define ergonomics and the importance on the job
2. Physical problems that can arise from a lack of ergonomics including cumulative trauma, overexertion, back, neck and wrist problems
3. Explain the importance of stretching and warming up
4. Demonstrate proper ergonomics in the following situations: ○ Lifting heavy objects ○ Reaching, bending & twisting ○ Bed making ○ Vacuuming ○ Wiping vertical and horizontal surfaces ○ Pushing and pulling the cart
5. Demonstrate proper warm up and stretching techniques
6. Demonstrate proper procedure for lifting heavy objects
7. Demonstrate proper procedures for reaching, bending & twisting
8. Demonstrate proper procedures for pushing the cart
9. Demonstrate proper procedures for vacuuming
10. Demonstrate proper procedures for wiping vertical & horizontal surfaces

1. Demonstrate proper use of tools and supplies including: - Gloves - Cleaning rags (dry vs wet) - Sponges (two-sided, magic eraser) - Toilet brush - Small scrubbing brush for tile - Squeegee - Duster - Lint roller - Broom & dustpan - Sponge mop - Vacuum & attachments - Trash liners
2. Demonstrate proper use of chemicals including: - Glass cleaner - Tile cleaner - Toilet bowl cleaner - Multi-surface cleaner - Wood cleaner - Floor cleaner - Spot remover (carpets) - Air freshener - Wedge or Spatula for bed
3. Demonstrate correct knowledge of the following linens: - Bath towels - Hand towels - Washcloths - Bathmats (rubber & cloth) - Fitted & flat sheets - Top sheet - Pillow cases - Comforter/Insert - Duvet - Blanket - Roll-away bed linen
4. Demonstrate knowledge of which amenities are needed including: - Lotion - Shampoo - Conditioner - Soaps - Brushes & combs - Shower cap - Powder - Shaving cream & razors - Toothbrush & toothpaste - Dental Floss - Mouthwash - Toilet tissue - Facial tissue - Q-tips - Cotton pads - House slippers - Refreshments & coffee/tea - Stationary and pens - Brochures & magazines - Room service menus - Laundry bag - Sewing kit - Lint brush - Shoe maintenance kit - Shoe horn - Iron & Ironing board (permanent) - Hairdryer (permanent)
5. Demonstrate correct use of assignments sheets and/or iPods
6. Demonstrate knowledge of room status codes including: - Occupied - Do not disturb - Stayover - On change - Cleaning in progress - Vacant & ready - Out of Order (OOO) - Out of Service (OOS) - Lock out - Check out - To be inspected (VIP)
7. Demonstrate knowledge of linen room layout and storage
8. Demonstrate knowledge of room type and supplies needed for each type
9. Demonstrate correct assembly of supplies on the cart required for that day’s room assignments
10. Demonstrate effective organization of supplies
11. Demonstrate restocking the cart mid-shift

1. Demonstrate confirmation of room status
2. Demonstrate correct procedure for entering the room
3. Demonstrate correct placement of cart
4. Demonstrate correct use of key card
5. Demonstrate knowledge of ABC cleaning sequence - Away with the old - Beds - Cleaning & Chemicals - Dusting - Everything in its right place - Finishing up
6. Demonstrate knowledge of procedures regarding checkout & stayover rooms
7. Demonstrate knowledge of procedures regarding: - Damaged or missing items - Lost and Found - When to call the supervisor
8. Demonstrate correct use of personal protective equipment (PPE)
9. Demonstrate correct removal of trash
10. Assess function of guestroom features including lights, TV, heat/AC
11. Determine and retrieve required cleaning supplies
12. Determine and retrieve correct cleaning supplies for the bathroom
13. Demonstrate knowledge of chemicals and correct application times
14. Demonstrate correct procedures for testing shower head, sink & toilet
15. Determine whether to contact engineering due to clogs or other issues
16. Demonstrate correct procedure for cleaning shower walls, glass and bathtub
17. Demonstrate correct procedure for cleaning toilet and toilet area
18. Demonstrate correct procedure for cleaning sink, mirror, countertop and sink area
19. Demonstrate correct placement of amenities and when to replace
20. Demonstrate correct folding and placement of linen/terry
21. Demonstrate correct procedure for cleaning bathroom floor
22. Assemble all appropriate linen
23. Replace pillowcases in efficient manner
24. Replace and/or tuck in bottom sheet using hospital fold
25. Replace duvet cover in efficient manner
26. Tuck in all linens as required using hospital fold or standard procedure
27. Correctly place pillows on bed
28. Lay out additional bed coverings following hotel procedure
29. Demonstrate correct use of materials for each task
30. Demonstrate correct procedures for dusting
31. Demonstrate correct procedures for inspecting furniture and fixtures for damage
32. Replace all amenities in one trip
33. Return all guestroom items to original location
34. Effectively clean floors using correct tools
35. Demonstrate effective spot cleaning
36. Recognize and report significant stains for shampooing
37. Evaluate room for any possible errors
38. Update room status according to hotel procedure
39. Demonstrate correct knowledge and procedures for VIP rooms
40. Demonstrate knowledge of specialty items and amenities for VIPs
41. Demonstrate effective handling of VIP requests

1. Address room in correct order following the ABC method or hotel policies
2. Demonstrate correct method of cleaning around guest belongings
3. Demonstrate correct cleaning procedures
4. Demonstrate special touches based on guest requirements or situation as applicable
5. Address room in correct order following the ABC method or hotel policies
6. Demonstrate correct procedures for dealing with items guests may have left behind
7. Demonstrate effective and efficient procedures for deep cleaning of guestroom, bathroom, closets & floors

This course is designed to give students a clear understanding of the hospitality industry including different categories of hotels, types of guests, the concept of service as it applies to the roles of guests as well as employees, and finally an introduction to the duties of room attendants.

This course provides students with necessary terminology and common acronyms used in the hospitality industry to help them more effectively communicate with colleagues and supervisors. Students will also understand common standard hotel policies such as elevator courtesy, use of facilities and public areas, and so on.

This course is designed to prepare students for success on the job by covering fundamental expectations of employers and the skills necessary to satisfy and exceed those expectations. Topics covered include personal appearance, professional conduct, organization & time management, sexual harassment definitions and policies, as well as other knowledge and skills to give new employees a better chance at success.

This fifteen-hour course covers customer service concepts including a more in-depth description of service as well as covering the concepts of reputation management, building rapport, presentation, effective communication, dealing with difficult people, and exceeding guest expectations. Students who complete this course will gain a better sense of how to provide exceptional customer service to help create memorable experiences for their guests.

This course provides an overview of hotel departments and how they work together, as well as providing information on the responsibilities and duties of the rooms division. Topics include the importance of the rooms division, the guest cycle duties including cleaning and providing a comfortable environment, customer service, and working with other departments such as engineering/maintenance, front desk and others.

This course provides an opportunity for students to evaluate their own sense of cultural intelligence and provide them with information to better work with and serve people from other cultural backgrounds. Participants will learn about ways to compare and contrast cultures while gaining a deeper understanding and acceptance of various aspects other cultures.

This course will give participants an introduction to computers as well as the understanding and rules needed to avoid damaging their organization’s or personal reputation due to the misuse of social media. Students will get an overview of social media and how it affects the public’s perception and the success of their company.

This course will help students learn how to avoid work related injuries from situations that involve bloodborne pathogens, mixing chemical cleaners and more as well as using proper safety equipment, administering first aid and dealing with emergencies. In addition, students will learn about the Americans with Disabilities Act, service animals and suspicious activity including suspicious people, terrorism and human trafficking.

This course will help students learn how to avoid work related injuries from situations that involve heavy lifting, reaching and over-extending, and other physical motions that could cause damage instantly or over long periods of time. Upon completion of this course, students will be more aware of how to avoid injuries that could inhibit their work.

This section of the course provides students with the actual hands-on training and competencies needed to successfully and safely perform the duties of room attendants within required time of fourteen rooms per day. This course will cover all facets of room cleaning including, but not limited to ergonomics, chemical cleaners, biohazards, bedmaking, bathroom, floors, amenities and more.

This course will give students the skills and confidence they need to successfully pass job interviews and gain employment upon the conclusion of the Room Attendant training program. Students will learn what to expect before, during and after a job interview as well as what employers are looking for and hoping to hear.

This course provides an opportunity to review all material covered throughout this program and gives the student a chance to prepare for AHLEI’s Certified Guestroom Attendant Examination.

The Guestroom Attendant certification recognizes the skills and knowledge needed to keep guest rooms clean, safe and maintained at a lodging property. The certification is supported by the START and quickSTART (Skills, Tasks, and Results Training) programs. START resources present concise instructions for training new or prospective employees on how to perform key tasks correctly, along with the general hospitality knowledge, and soft skills needed in the hospitality industry.