60+ Years Combined Hospitality Experience        Call/ WhatsApp: +27 82 765 9238      Email: training@hospitalitycourses.co.za

Executive Housekeeper Training 

#1 Executive Housekeeper Training in South Africa. Suitable for Hotel Groups, Resorts, Game Lodges, and Independent Establishments. On-site Training Offered Countrywide  


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. 


Executive Housekeeper Course Objectives

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.


What modules/ topics are covered by the executive housekeeper?

Our executive housekeeper training contains the following modules/ topics:

  1. Provide An Executive Housekeeper Service in a Hospitality Establishment

  2. Maintain Housekeeping Service and Housekeeping Supplies

  3. Maintain A Clean Linen Supply

  4. Maintain A Secure Working Environment

  5. Control Linen for External Laundry

  6. Monitor Guest Satisfaction

  7. Verbal Communication

  8. Maintain An Effective Working Relationship With other Staff Members

  9. Management and Leadership


Provide Executive Housekeeper Service in a Hospitality Establishment

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


Maintain A Housekeeping Service and Housekeeping Supplies

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


Maintain A Clean Linen Supply

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


Maintain A Secure Working Environment

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


Control Linen For External Laundry

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


Monitor Guest Satisfaction

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


Verbal Communication

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


Maintain Effective Working Relationships With Other Staff Members

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


Management and Leadership

This module contains the following elements:


Creating High-Performance Teams

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


Management Challenges at Work

  • 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


Leadership Styles

  • 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


The Speed of Trust

  • Training people how to think

  • Defining trust

  • Blind spots

  • Communicating with intention

  • Preparation

  • Mechanics

  • Producing the win/ win attitude


Essentials of Management

  • 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


Interviewing and Selection Skills

  • Doing your homework

  • Not rushing to judgment

  • Studying behavior

  • Changing things up

  • Maintaining a consistent evaluation process


Running Effective Meetings

  • 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


Managing Performance

  • 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


Appraisal Skills

  • Performance: Ability x motivation

  • Enhancing ability

  • Improving motivation

  • Creating a performance improvement plan

  • Giving effective feedback


Stretching Your Team to Develop

  • Feelings, values, and needs

  • Maslow's need hierarchy theory

  • Herzberg's motivational maintenance theory

  • Why do people work?


Guidelines for Stretching your Team to Develop Them Further

  • 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


Decision Making and Delegation Skills

  • Major pitfalls in delegation

  • Benefits of delegation

  • 5 essential steps of delegation

  • Decision making

  • Team learning and performance

  • Making the most of team learning


Team Evolution Stages

  • 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


Coaching and Mentoring Skills

  • Online mentoring programs

  • Workplace mentoring

  • 8 pillars of coaching and mentoring

  • Limitations of mentoring

  • Coaching vs Mentoring

  • Benefits of coaching

  • Limitations of coaching


Coaching and Mentoring Connection Process

  • 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


Managing of Challenging Behaviour

  • Why do people become difficult?

  • Practical tips to deal with difficult people


Managing Pressure

  • Urgency vs Important

  • Strategies for different quadrants on the matrix


What is the Pricing for the Executive Housekeeper Training? 

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. 


What is The Duration For The Executive Housekeeper Training?

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.