Doing more than just ensuring that guest accommodation is clean and hygienic, today’s housekeepers are expected to demonstrate a sound understanding of quality standards, guest preference, safe and knowledgeable handling of cleaning products, good customer relations skills, and even knowledge of hotel facilities, local history and attractions to engage in meaningful conversations with customers that they serve and meet. Through class and group discussions, hands-on practices, role plays and team activities, the course seeks to enhance the guest service skills of housekeepers as they are highly visible to hotel guests and answer numerous questions as part of their daily duties.
The Certificate in Housekeeping Operation is structured to enhance the above qualities and skills in learners, and instill in them a professional adherence and compliance to group-wide standards as well as unique hotel initiatives and best practices. Learners will also attend an ability-driven English and Communication module to strengthen their overall confidence in communication, verbal and non-verbal, and in the use of basic conversational English.