60+ Years Combined Hospitality Experience Call/ WhatsApp: +27 82 765 9238 Email: training@hospitalitycourses.co.za
The housekeeping department in the hospitality industry provides a large and varied number of services each day. These include: cleaning in all areas, control of stocks, supplies, and staff activities, communication with other departments, interaction with guests, checking of standards, etc. It is vitally important to plan correctly so that the department can complete all tasks and services efficiently, according to standards, and within the necessary time frames.
Once tasks and activities have been planned, it is the responsibility of the executive housekeeper to check that the appropriate staff perform their duties correctly and at the right times. It is also important to control all housekeeping supplies and equipment to prevent loss, damage, and theft. Effective management of these will help control costs (salaries, supplies, equipment) and will ensure that the department runs smoothly.
As the executive housekeeper, you need to organize staff and allocate rooms according to the type of cleaning to be done.
In this training, you will learn how to effectively manage the housekeeping department, improve efficiency, guest satisfaction, housekeeping systems and manage the housekeeping budget.
Our executive housekeeper training is offered on-site to Hotel Groups, Resorts, Game Lodges, and Independent Establishments in South Africa, Lesotho, Botswana, Mozambique, Zimbabwe, Zambia, Namibia, Tanzania, Mauritius, Zanzibar, Kenya, Ghana, Nigeria, Morocco, Dubai, Qatar, and many other countries.
In our executive housekeeper course, you will learn the following:
To develop systems and procedures that will achieve high-cost efficiency and guest satisfaction as an executive housekeeper.
To supervise daily activities of staff to enable efficient and smooth operation of the housekeeping department.
To implement laid down service standards regarding cleanliness, amenities, and maintenance in guest rooms and public areas and ensure adherence to these.
To develop, manage and lead high-performance housekeeping teams.
To monitor housekeeping staff and guest satisfaction.
To ensure and maintain the highest standards of cleanliness.
To assist with cost control in all areas and to minimize wastage.
To coordinate the front office department on releasing guest rooms and special guest requests.
To complete room allocation and to deal with situations regarding staff.
To efficiently use and manage the inventory of supplies, linen, stationery, and housekeeping equipment.
To ensure thorough and regular monitoring of GSTS and constant guest feedback, efficient and accurate service to all guests.
To ensure all SOPs/guidelines are set for all processes/activities/situations and followed (key control, lost and found procedure, etc.) by all means.
An executive housekeeper plays a vital role in ensuring that the housekeeping department functions well and efficiently at all times. Executive housekeepers' roles may differ from one hotel to the other, depending on size and other factors.
Our executive housekeeper training contains the following modules/ topics:
Provide An Executive Housekeeper Service in a Hospitality Establishment
Maintain Housekeeping Service and Housekeeping Supplies
Maintain A Clean Linen Supply
Maintain A Secure Working Environment
Control Linen for External Laundry
Monitor Guest Satisfaction
Verbal Communication
Maintain An Effective Working Relationship With other Staff Members
Management and Leadership
This module contains the following elements:
Checking daily room allocations and prioritizing work
Checking trolleys, machinery, cleaning equipment, and agents
Inspecting completed work
Securing designated areas from unauthorized access
Communicating important information
Reporting unresolved faults or problems
Efficiency
Working in an organized and efficient manner
Dealing with customers
Situations and challenges
Unauthorized access to storage areas
Staff not arriving as per work schedule
Unusual guest requests
Pest Infestation
Housekeeping in a 5-star hotel/small country guesthouse
This module contains the following elements:
Standard Procedures
Inspections
Maintenance Procedures
Materials, Supplies, and Equipment
Linen and Laundry Operations
Maintaining Records
Efficiency
Power Failure
Staff or Customer Slips on Wet Floor
Receiving Areas
Handling and Transporting of Items
Lifting Heavy or Bulky Items
Using Trolleys
Safe Handling of Chemicals, Equipment, and Machinery
Storage Areas
Stock Control and Stock Records
Reporting Low Stock Levels
Stock Rotation
Pest Control in Housekeeping
This module contains the following elements:
Organizing the Linen Cycle
Receiving Linen
Transporting of Clean Linen to Storage Area
Quality Control
Keeping Receiving and Storage Areas Clean and Tidy
Storage Conditions
Secure Receiving and Storage Areas
Stock Rotation
Issuing Correct Type, Quantity, and Quality of Linen
Maintaining Complete and Accurate Records
Reporting Signs of Pest Infestation
Incorrect Deliveries Received
Back Injury when Lifting a Heavy Load
Adapting Performance for a 5-star Hotel or Guest House
This module contains the following elements:
Security
Procedures
Staff Security
Maintaining a High Level of Security
Unauthorized Access
Unauthorised Areas
Demarcating Areas
Storage Areas
Violent and Dangerous Situations
Violent Situations
Range of Violent Situations
Suspicious Items
This module contains the following elements:
Planning tasks appropriately
Receiving and Sorting Dirty Linen
Control Linen for External Laundry
Prepare Linen for Collection
Quality control
Receiving Clean Linen from the External Laundry
Keep Receiving and Storage Areas Clean and Tidy
Transporting of clean linen to storage area
Securing Storage Areas
Soiled or Contaminated Linen
Torn sheets/pillowcases
Unauthorized Access of Storage Areas
Injury or Accidents on Duty
Insufficient Equipment/Materials
Late Delivery of Linen
This module contains the following elements:
Customer Satisfaction and Communication
Cultural Consideration
Interpersonal Skills
Building a Rapport and Relationship with Customers
Establishing a Professional Rapport & Relationship With Colleagues & Internal Guests (suppliers)
Supporting Subordinates
Monitoring Guest Satisfaction
Customer Feedback
Effective Survey Techniques
Customer and Requests
Customer Requirements
Providing Information
Directions
Travel Information
Guest Services
Telephone Number
Information, Policy, and Practice
Referring Requests Outside Your Area of Responsibility
Following Up Requests
Problems with Meeting Guest Requirements
Common Complaints and Appropriate Action
Evaluating/Dealing with Complaints
Dealing with Customer Complaints Effectively
Identifying the Nature of the Complaint or Incident
Reassuring the Guest
Tools for effective Negotiation and Communication
Heat Approach
Customer Complaints Procedure
Product and Service Complaints
Complaints – Environment Complaints
PersPersonnelplaints
Written Complaints
Documenting Complaints and Giving Feedback
Efficient Work Practices
Promoting Products
Products and Services
Promoting Product Services
This module contains the following elements:
Effective Verbal Communication
Effective Communication
Types of Verbal Communication
Communication Context
Improving Communication
Communication Barriers
Communication Barriers
Cultural Differences
Stereotypes
Educational Differences
Voice and Articulation
This module contains the following elements:
Maintaining effective working relationships with other staff members
The importance of maintaining effective working relationships
Maintaining effective working relationships
Maintaining effective channels of communication
What are channels of communication?
Improving Internal Communication
Organization charts
Dealing with other staff members
Dealing with staff in a polite and friendly manner
Dealing with individual characters
Effective communication with staff
Welcoming new staff
Dealing with conflict situations
What is Conflict?
Causes of Conflict
Conflict Management Styles
Conflict Management Tools
The Outcomes of Conflict
Conflict Resolution
Methods of Conflict Resolution
Fulfilling areas of responsibility
Prioritizing work
Dealing with obstructions and interruptions
Dealing with difficulties
This module contains the following elements:
As an executive housekeeper, it is important to develop high-performance teams for the housekeeping department to always deliver the highest standards of service and excellent guest satisfaction. This topic contains the following elements:
Creating and maintaining a diversified team
Inspiring staff to share the hotel's vision
Facilitating open and clear communication among co-workers
Empowering incumbents to take action
Inspiring others
Achieving a stretch goal
Bringing out the best in your employees
Dealing with underperforming staff members
Dealing with outstanding employees
Hiring the right people for the job
Responding to a crisis
Continuous improvement
Authoritarian (autocratic management style)
Participative, consultative, democratic style
Delegative (free reign)
Situational leadership model
The managerial grid: Blake and Mouton
Directive and supportive behaviors
Development levels
Telling / Directing
Selling/coaching
Participating/supporting
Delegating
Influencing strategies
Training people how to think
Defining trust
Blind spots
Communicating with intention
Preparation
Mechanics
Producing the win/ win attitude
Elements of management
Guidelines to ensuring successful planning and implementation
The process of organizing
Organizational theories
Tools of control
The top ten qualities of an excellent manager
Doing your homework
Not rushing to judgment
Studying behavior
Changing things up
Maintaining a consistent evaluation process
How to prepare for meetings
Tips on running weekly team meetings
Preparing documents needed for the meeting
Picking the right place and the right time for the meeting
Arranging the meeting venue
Giving enough warning for the meeting
Checking matters arising from previous meetings
Setting time limits for the meeting
Logistics: planning and organizing your meeting or training
Standard items of the agenda
The venue, attendance, adoption of the agenda
Minutes from the last meeting
Matters arising
Performance cycle
Organizational performance standards
Level of performance
Techniques of giving feedback: content, manner, timing, and frequency
Performance management and principle
Guidelines for disciplining
Distinguishing between discipline and punishment
Performance: Ability x motivation
Enhancing ability
Improving motivation
Creating a performance improvement plan
Giving effective feedback
Feelings, values, and needs
Maslow's need hierarchy theory
Herzberg's motivational maintenance theory
Why do people work?
Selecting the best
Creating a vision and aligning it to people
Determining which rewards are valued and most important to each employee
Empowering and consulting employees
Providing opportunities beyond the traditional roles
Enhancing career development
Providing incentives and rewards
Major pitfalls in delegation
Benefits of delegation
5 essential steps of delegation
Decision making
Team learning and performance
Making the most of team learning
Phase 1: Forming
Phase 2: Storming
Phase 3: Norming (charting a course)
Phase 4: Performing - the action stage
Productivity and morale in team development stages
Managing remote teams
Online mentoring programs
Workplace mentoring
8 pillars of coaching and mentoring
Limitations of mentoring
Coaching vs Mentoring
Benefits of coaching
Limitations of coaching
The coaching process
Phase 1: Planning the program's purpose and design
Phase 2: Identifying potential mentors and mentees
Phase 3: Facilitating a joint orientation (mentor, mentee, and supervisor)
Phase 4: Matching mentors and mentees
Why do people become difficult?
Practical tips to deal with difficult people
Urgency vs Important
Strategies for different quadrants on the matrix
Pricing for our executive housekeeper training depends on many factors including the number of people to be trained, as well as your location, duration, etc. Please fill in the contact form, we will send you a quote.
Our executive housekeeper training can be done in 3-5 days. However, other factors may lead to the course taking longer than this. For instance, if we are setting up a new department or it is a pre-opening training, then the duration will be longer.
Would you like your executive housekeepers to be trained by industry experts? Then talk to us. Please fill in the form below, we will get back to you soonest.