training

23 Steps to Housekeeping Success!

Put yourself in place of your guest and it becomes clear that:

Only a clean guest room is acceptable.

The guest room, if possible, should be ready at check-in.

The guest room must be presentable on check-in.

The returning guest expects the same in-room amenities every time.

In the past five years, I have checked into guest rooms with no hangers, dust balls in the corners (I was amazed at the explanation for this by the

Executive Housekeeper… “they happen so quickly…”, thick dust on the window sills, streaky mirrors in the bathroom, etc. The list goes on an on. We know it’s a problem within our industry but what do we do about it? How do we have our housekeeping departments/housekeepers provide a consistent, clean guest room every time?

It starts and ends with training. In larger, branded properties, owners/managers have access to brand videos, manuals, etc. or educational materials from national or regional education resources. However, I have checked into branded and unbranded properties where all of the above problems have happened. So why is this happening?

Because we let it happen. We have an Executive Housekeeper who is set in her/his ways. We believe that housekeeping is an art and not a science. We have never invested in training. We never meet with our housekeepers (at least once a month at a formal setting) to discuss their problems. The housekeeper is hired >>> she/he may have a day of training and then it is expected that they will know how to clean a room. We have to say no to these practices.

It takes five days to properly train a housekeeper (see pages 2, 3 and 4 for a training outline). Our housekeepers (it starts with the Executive Housekeeper) need to be trained in best industry practices for cleaning a guest room. This will result in fewer steps, cleaner rooms and a more consistent product being delivered to the guest.

WeTrainHotels.com reviewed the best practices of a number of great housekeeping departments and has created a 23 step solution to housekeeping success. Yes they can be modified to meet the needs of your specific property but the result will always be cleaner guest rooms.

Now’s the Time to Train. WeTrainHotels.com is an award winning, online training tool designed specifically for the hospitality industry. The focus is reinforcing best industry practices in a cost-effective, easily accessible manner. Best housekeeping practices have been made available in two forms. Your team can take an web based training program at WeTrainHotels.com or we have available a comprehensive Housekeeping Operations and Training Manual that is easily modified to your property needs. See pages 5 and 6 for specific information about these programs.

Please go to www.wetrainhotels.com for more information about these and other great programs or contact Laurence Marans at

Your First Five Days…

Great Housekeeping begins and ends with Training. You need to invest in the Housekeepers if you want clean, consistent housekeeping for your property

Training Cycle – This is a guideline of the Housekeeping training routine that should include all of the following;

Day 1:

• Department Orientation – Walk around hotel, show both buildings • Introduce to Managers of Housekeeping, Front Desk • Go through a non-rented completed room • Inspect non-rented rooms with a supervisor • Inspect rooms with supervisors (completed by room attendants) • Uniform • Go through housekeeping manual • Video (if you have a good best practices video.) • The task list for room attendants

Include knowledge for all employees:

I Can Do It! Lost and Found Making It Right Recycling Procedures 100% Guest Satisfaction Guarantee Safe Work Habits Second Effort Program Manager on Duty Blood-borne Pathogens Hotel’s Fact Sheet Personal Appearance Employee Policies Emergency Situations The Disabled

Day 2:

Review Day 1 (Plan additional training time, if necessary)

Discuss knowledge for All Housekeeping Employees:

Working as a Team With Co-Workers and Other Departments Telephone Courtesy Security "Right to Know" Information Using Cleaning Supplies Correctly and Safely Maintenance Needs Special Cleaning Requirements Housekeeping Inventories

• Explain occupied rooms • Show and explain housekeeping storage rooms

• Show and explain housekeeping cart including;

Use Your Room Assignment Sheet Get Guest Amenities for Assigned Rooms Get Cleaning Supplies for Assigned Rooms Keep Your Cart and Work Areas Organized

• How to make a bed -Training • Allow them to make beds with guidance for the remainder of the day

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Your First Five Days, continued

Day 3:

Review Day 2 (Plan additional training time, if necessary)

Knowledge for All Room Attendants:

What Is a Room Attendant? Tip Sharing Days Standards of Excellence Room Status Codes – review, in housekeeping manual

• Train on dusting and vacuuming • Make beds, dust and vacuum with guidance of Supervisor

Include the following tasks;

Clean the Guestroom Closet Clean Windows, Tracks, and Sills Replenish Supplies and Amenities Put Finishing Touches on the Guestroom

• Explain room checklist in detail

Day 4:

Review Day 3 (Plan additional training time, if necessary)

Review the following tasks;

Provide Extra Thoughtful Care for Stay over Rooms Correct Cleaning Problems Found During Inspection Complete End-of-Shift Duties Rotate and Flip Mattresses Set Up or Remove Special Guest Service Equipment Clean Multi-Room Guest Suites Provide Evening Turn-Down Service

• Train on bathrooms – explain chemicals and cleaning supplies

• Show how to clean a bathroom including the following:

Clean the Tub and Shower Area Clean the Bathroom Floor Clean the Toilet Replenish Supplies and Amenities Clean the Sink and Vanity Finish Cleaning the Bathroom

• Have them clean one or two bathrooms with supervisor presence • Do bathrooms for the remainder of the day • Have them clean one or two rooms completely on their own

Day 5:

Review all previous training days and plan additional training time, if necessary

• Will receive five to eight rooms to do on their own with guidance

• Reinforce communication within Housekeeping Department and with Maintenance

• Employee to complete the “Employee Orientation Check List” provided by the Department Head and this must be submitted to the Human Resources Manager.

One Day Program for Re-Training Room Attendants

Review five day training program Re-emphasize safety and gracious hospitality Review lost and found Demonstration of your property standards to clean 3