Housekeeper Training for the Hospitality Sector

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1 Charles M acpherson Associates Housekeeper Training for the Hospitality Sector w w w. c h a r l e s m a c p h e r s o n. c o m

2 Charles MacPherson Associates Inc. is pleased to announce that it is now offering two different courses in housekeeping: Hotel Housekeeping 101 & Advanced Housekeeping Since 1996 Charles MacPherson Associates Inc. has been teaching and training service staff around the world in settings that include luxury hotels, private clubs, cruise ships and private homes. Over and over we hear from our diverse clientele that they wish for an organization that teaches housekeeping as a profession. We have listened and responded. The mandate for our hospitality housekeeping program is to teach the essential skills required to provide stellar service to guests and/or members of luxury hotels, resorts and clubs. The program can be delivered at the Housekeeper Supervisory level as a Train the Trainer exercise or the program can be delivered directly to front-line housekeeping staff. The program has been designed for delivery on-site at the client s location. In addition, the program is easily customized to meet the specific training needs of your specific location.

3 Effective housekeeping management begins with good housekeeping skills Professional Instructors Charles MacPherson Associates Inc. brings a commitment to excellence to all its enterprises and our on-site training is no exception to this approach. Each of our instructors brings a minimum of 10 years experience in their respective fields. Modules The Hospitality Housekeeper Training program has a modular design. The program can either be taught in its entirety or classes can be taken individually or bundled to meet the requirements of you and your location. It is recommended that Class #1 always be included in any bundled selection.

4 Hotel Housekeeping 101 Hotel Housekeeping 101 has been developed as a refresher class that is ideal for individuals who are new to your housekeeping team or whose skills simply require some fine-tuning and re-focusing. Class #1 Introduction In the first class students are introduced to the program and its objectives as well as to the training manual they will be using and the instructors who will be teaching the material. As part of the introduction, students learn about housekeeping service, its role in the hotel and its relation to other departments within the hotel structure. Roleplaying is used to help demonstrate the Housekeeping Department s place within the overall operations of the hotel. Class #2 Standards The Housekeeper s Eye what is it? How to use it? And, how it augments hotel housekeeping standards is the focus of this class. From the Housekeeper s Eye comes a broader lesson on housekeeping standards and how they are developed. Students will be introduced to the concept of housekeeping teams, how they can enhance efficiencies and the various roles within them. Class #3 Types of Cleaning & Tools The objective of this class is to augment efficiencies through superior organization. Students will learn the differences between a trash & tidy, departure clean, seasonal cleaning and special projects. They will be taught how to organize supplies in a cart and determine what should be included and excluded. A portion of the class will be dedicated to tools as well as their correct use and care. Class #4 Cleaning Methods This practical, hands-on class teaches the methodology behind cleaning best practices. Students learn the top to

5 bottom, left to right technique of cleaning and are introduced to preferred cleaning products for the various surfaces they are likely to encounter within the hotel. Additionally, a significant portion of the class is dedicated to cross-contamination, its dangers, most common causes and techniques for the reduction of potential risks. This class will also address specialty items such as televisions, safes, artwork, and the often-overlooked disinfection of the remote control and telephone. Class #5 Setting the Scene - General Living Area Thorough and consistent detailing of a hotel room is key to creating a positive first impression with Guests. Using the skill of the Housekeeper s Eye, students will learn how to set an appealing scene through suite detailing of the living area that includes furniture placement, lighting, positioning of drapery and sheers, and the placement of informational and promotional material within the suite. Class #6 Setting the Scene - Bedrooms & Bathrooms Students learn how to take the principles of Class #5 and apply them to the bedroom and bathroom. The lesson includes understanding turndown service and its variations, nightstand appointment as well as towel and amenity presentation. Class #7 Interacting with the Hotel Guest Housekeepers will inevitably interact with Guests. This class provides students with the skills to make each of those interactions successful. This includes understanding the profile of the average Guest, making a positive first impression, avoiding negative non-verbal communication, the challenges of cross-cultural communication, dealing with special requests and how to handle Guest belongings. Additionally, students will learn through case situations how to manage Guest privacy.

6 Advanced Hotel Housekeeping Advanced Hotel Housekeeping is intended to augment the skills of individuals who are already working as Housekeeping Supervisors or Coordinators. Class #8 Supervisor & Executive Housekeeper Issues This advanced class focuses on creating strong housekeeping teams through the hiring process to training and integration within the department. Supervisors and managers are taught how to motivate their staff towards efficiencies and correct execution of standards. The second half of the class focuses on best practices for room inspections, managing inspection report data as well as effective coordination with the Maintenance Department. Class #9 Supervisor & Executive Housekeeper Issues continued This class begins with best practices for scheduling and executing deep cleaning of a room. Following this is a lesson on best practices for conducting linen inventories, leading into broader instruction of par-stocks and their calculation. The class ends with an examination of standards and protocols for gratuities and their communication to housekeeping team members. Class #10 Executive Housekeepers & Hotel Management Issues This final advanced class teaches the methodology for calculating the correct number of housekeepers for a hotel. In addition, students are taught how to develop and maintain budgets for their department. Finally the class addresses effective methods for evaluating the delivery of standards through Guest surveys, employee evaluations and the interpretation of both.

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8 Charles M acpherson Associates For more information on this or any other of our Training Courses, please visit our website or feel free to call us at: toronto 507 King Street East, Suite 100 Toronto, ON M5A 1M3 Canada Tel Fax new york 134 West 82nd, Suite 3B New York, NY,10024 USA Tel Fax w w w. c h a r l e s m a c p h e r s o n. c o m