Housekeeper Training Brochure - Outside pages
3.515
3.515
3.68
3.68
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.
Charles M acPherson
A ssociates
Charles M acPherson
A ssociates
For more information on this or
any other of our Training Courses,
please visit our website
www.charlesmacpherson.com
or feel free to call us at:
toron to
507 King Street East, Suite 100
Toronto, ON M5A 1M3 Canada
Tel 416.369.1146 Fax 416.369.1743
n e w yor k
134 West 82nd, Suite 3B
New York, NY,10024 USA
Tel 212.877.6962 Fax 917.441.0064
w w w. c h a r l e s m a c p h e r s o n . c o m
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
Hotel Housekeeper Training Brochure - Inside pages
3.68
3.68
3.515
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.
Charles MacPherson Associates Inc. is
pleased to announce that it is now
offering two different courses in
housekeeping:
Hotel Housekeeping 101
&
Advanced Housekeeping
S
ince 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.
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.
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
3.515
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.
Hotel Housekeeper Training Brochure - Inside pages
3.68
3.68
3.515
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.
Charles MacPherson Associates Inc. is
pleased to announce that it is now
offering two different courses in
housekeeping:
Hotel Housekeeping 101
&
Advanced Housekeeping
S
ince 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.
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.
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
3.515
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.
Hotel Housekeeper Training Brochure - Inside pages
3.68
3.68
3.515
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.
Charles MacPherson Associates Inc. is
pleased to announce that it is now
offering two different courses in
housekeeping:
Hotel Housekeeping 101
&
Advanced Housekeeping
S
ince 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.
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.
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
3.515
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.
Hotel Housekeeper Training Brochure - Inside pages
3.68
3.68
3.515
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.
Charles MacPherson Associates Inc. is
pleased to announce that it is now
offering two different courses in
housekeeping:
Hotel Housekeeping 101
&
Advanced Housekeeping
S
ince 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.
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.
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
3.515
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.
Housekeeper Training Brochure - Outside pages
3.515
3.515
3.68
3.68
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.
Charles M acPherson
A ssociates
Charles M acPherson
A ssociates
For more information on this or
any other of our Training Courses,
please visit our website
www.charlesmacpherson.com
or feel free to call us at:
toron to
507 King Street East, Suite 100
Toronto, ON M5A 1M3 Canada
Tel 416.369.1146 Fax 416.369.1743
n e w yor k
134 West 82nd, Suite 3B
New York, NY,10024 USA
Tel 212.877.6962 Fax 917.441.0064
w w w. c h a r l e s m a c p h e r s o n . c o m
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
Housekeeper Training Brochure - Outside pages
3.515
3.515
3.68
3.68
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.
Charles M acPherson
A ssociates
Charles M acPherson
A ssociates
For more information on this or
any other of our Training Courses,
please visit our website
www.charlesmacpherson.com
or feel free to call us at:
toron to
507 King Street East, Suite 100
Toronto, ON M5A 1M3 Canada
Tel 416.369.1146 Fax 416.369.1743
n e w yor k
134 West 82nd, Suite 3B
New York, NY,10024 USA
Tel 212.877.6962 Fax 917.441.0064
w w w. c h a r l e s m a c p h e r s o n . c o m
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
Housekeeper Training Brochure - Outside pages
3.515
3.515
3.68
3.68
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.
Charles M acPherson
A ssociates
Charles M acPherson
A ssociates
For more information on this or
any other of our Training Courses,
please visit our website
www.charlesmacpherson.com
or feel free to call us at:
toron to
507 King Street East, Suite 100
Toronto, ON M5A 1M3 Canada
Tel 416.369.1146 Fax 416.369.1743
n e w yor k
134 West 82nd, Suite 3B
New York, NY,10024 USA
Tel 212.877.6962 Fax 917.441.0064
w w w. c h a r l e s m a c p h e r s o n . c o m
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