Room Attendant/Housekeeper

The Nature of Guestroom Services & Hospitality

5

2

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

The Role and Duties of the Room Attendant

1

2

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

The Importance and Roles of the Customer & Host

5

2

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

Hotel Terminology

2

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
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

Hotel Policies

1

2

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

Best Attitude for Success

3

2

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

Professionalism and Presentation

7

2

Develop a professional appearance through: o Wearing clean, appropriate, professional clothing o Learning professional grooming standards and how to achieve them
Assess their current life situation and identify areas to improve in terms of general health, sleep, exercise & lifestyle
Understand the difference between a proper and improper voicemail box message
Create a voicemail box message that communicates professionalism
Explain the importance of punctuality
Know what to do when tardiness is unavoidable
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

Organization & Time Management

8

2

Define physical organization and mental organization
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
Explain the importance of to-do lists
Break larger projects down into manageable tasks
Explain different working styles: multitasking vs focusing on single tasks
Create to-do lists and prioritize them in terms of urgency and importance
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.
Define the Pomodoro Technique (25-minute work intervals, 5-minute break)

Employee Policies

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

Tip Sharing

1

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

Sexual Harassment

4

2

Define sexual harassment
Give examples of different types of sexual harassment
Deal effectively with various forms of sexual harassment
Assist others who are dealing with harassment

Introduction to Customer Service

5

4

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

High Quality Communication

3

4

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

Dealing with Difficult People

5

4

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

Going Above & Beyond

3

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

Hotel Departments

1

2

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

Rooms Division Duties & Responsibilities

2

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
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

Guest Cycle

1

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

Teamwork

3

1

Explain the importance of teamwork
Give examples of both good and bad teamwork
Explain the need for teamwork in terms of housekeeping

Introduction to Cultural Awareness

5

2

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

Cultural Differences at the Workplace

5

2

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

Basics of Computers & Tablets

3

1

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

What is Social Media

3

1

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

Rules for Safe and Productive Use

4

1

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

Hotel Safety

1

5

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

Health Safety

5

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
Explain how to use safety equipment
Explain OSHA and how it applies to housekeeping
Define the Americans with Disabilities Act
Understand the use of service animals

Hotel Security

5

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

Ergonomics

4

3

Define ergonomics and the importance on the job
Physical problems that can arise from a lack of ergonomics including cumulative trauma, overexertion, back, neck and wrist problems
Explain the importance of stretching and warming up
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

Pre-Room Services & Preparation

1

6

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

Room Assignment Sheets & Status Codes

3

4

Read and understand room assignment sheets
Understand the use of handheld devices such as iPods as a replacement for room assignment sheets
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

Preparing the Cart

4

6

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

Entering the Room & Cleaning Sequence

5

6

Explain the procedures for rooms marked with “Do Not Disturb”
Confirm the status of the room
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
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
Explain the sequence of cleaning a “service” room and a “check-out” room

Initial Walkthrough

3

4

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
Know when to call the supervisor using established codes on the room phone or through the hand-held tablet following hotel policy
How to handle lost and found items following hotel policy

Stripping the Room

8

6

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

Cleaning the Bathroom

1

9

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

Making Beds

1

9

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

Cleaning the Guestroom

1

9

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

Vacuuming and Carpet Cleaning

1

6

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

Final Walkthrough and Inspection

2

3

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
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

Stayover Rooms

2

6

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.
Complete full cleaning of a stayover room in less than 15 minutes

Checkout Rooms

2

6

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
Complete full cleaning of a checkout room in less than 45 minutes

Preparation for the Job Interview

5

2

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

During the Interview

6

2

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

Review and Exam Preparation

4

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

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