Domestic & Housekeeping Full Workbook

The Domestic and Housekeeper Training course is a course designed to equip new and experienced housekeepers with the practical skills and knowledge needed to carry out their roles and duties effectively and efficiently, and to do so with a deep understanding of the needs, expectations, and experiences of the guests and other customers. 

This course is designed to help internal trainers develop internal training sessions and is delivered as a PDF download.

Participants will learn about:

1. The Role and Duties of a Housekeeper – Understanding what it takes to be a housekeeper, including effective communication skills with guests and staff, attitude, etiquette, personal presentation, security and confidentially.

2. It’s All About the Customer – The very first port of call is an understanding of the needs, expectations and experiences of the number one most important person, the customer.

3. Essential Cleaning Principles & Practices – Understanding the impact of housekeeping on guest comfort and satisfaction and the hotel’s reputation, with planning for cleaning in order to ensure quality, efficient and consistent work. Includes deep cleaning principles and practices

4. Essential Quality in Housekeeping – This section introduces the key concepts of quality in cleaning and describes the international 5-stage customer-focused quality model that builds increasing cleaning, attention to detail and presentation standards into every aspect of housekeeping.

5. Essential Cleaning Techniques – The essential practical cleaning techniques and skills required to complete all housekeeping tasks

6. Cleaning by Surface – Instructions and guidance in cleaning specific surfaces commonly found in the hospitality industry and includes care and conservation of delicate and antique items and surfaces

7. Cleaning by Specific Areas  – This section pulls all the foundational knowledge and skills from the previous sections and outlines the standard operating procedures for each specific area. This section also details the level of service and presentation expected for each area.

8. Essential Housekeeping Practices – This section introduces essential housekeeping skills and practices that enable hotel housekeepers to excel in time management, reduce or eliminate wasteful activities, promote self-improvement.

9. Essential Health & Safety – Cleaning can be hazardous, so this part gives guidance on the most common physical and chemical health and safety issues. Using cleaning chemicals in the workplace environment can be hazardous, so this part teaches an understanding on the safe use and handling of chemicals.

Summary of Learning Objectives 

On end of this course, you will be able to:

• To demonstrate understanding of customer needs, expectations, perceptions and experiences
• To understand and apply the roles and duties of a housekeeper.
• To understand and apply housekeeping skills, knowledge and abilities required to perform the role.
• Understand the impact of poor housekeeping standards has on guest comfort, satisfaction, and the effect on reputation.
• Demonstrate attention to detail and presentation skills.
• Demonstrate safe working practices in physical tasks and using chemical products
• Identify situations where deep cleaning procedures are required and demonstrate deep cleaning procedures.
• Demonstrate safe and effective care of antique and highly delicate surfaces and items.