Looking at training your housekeeping staff? Email us on training@samhospitality.co.za or call +27 82 765 9238 We travel to any hotel, lodge, self-catering apartment, villa, etc in Africa

1. 30381 Sigalo Street
Daveyton Ext. 2
Benoni, 1520
South Africa
training@samhospitality.co.za
www.samhospitality.co.za
A Short Training Program for Hotel Room Attendants and Housekeeping Staff
We are pleased to present our short program modules for housekeeping staff as shown below:
Please choose modules that you would like us to deliver to your staff.
PREPARE AND HANDLE LINEN & BED COVERINGS
Contains the followingelements:
 Removing All Bed Coverings From Bed
 Handling Soiled and Unsoiled Linen and Bed Coverings
 Collecting Linen
 Turning The Mattress
 Bed Base, Headboard and Bed Coverings
 Bed Making Procedures
 Dealing with Customers
 Dealing with Customer Property
 Turndown Service
 Incorrect Linen Issue
 Theft
 Torn Sheets and Bed Coverings
_______________________________________________________________________________________________
SERVICE GUEST BEDROOMS
Contains the following elements:
 Cleaning of Guest Departure Room
 Cleaning Stayover Rooms
 Cleaning Unoccupied Rooms
 Cleaning of Surfaces
 Replenishing Guest Supplies/ Complimentary Items
 Missing or Damaged Property
 Extra Guests in the Room
___________________________________________________________________

2. SERVICE SELF-CATERING KITCHEN AREAS AND EQUIPMENT
Contains the following elements:
 Cleaning Agents
 Clean the Kitchen Equipment and Utensils
 Storage of kitchen equipment and utensils
 Clean Kitchen Areas
 Correct Waste Disposal
 Replenish Complimentary Customer Supplies
Situations and Challenges
 Faulty Electrical Equipment
 Missing Items
 Damaged Items
 Customer complaints
MAINTAIN HOUSEKEEPING SERVICE / MAINTAIN HOUSEKEEPING SUPPLIES
Contains the following elements:
 Standard Procedures
 Inspections
 Maintenance Procedures
 Materials, Supplies and Equipment
 Linen and Laundry Operations
 Maintaining Records
 Efficiency
 Power Failure
 Staff or Customer Slips on Wet Floor
 Receiving Areas
 Handling and Transporting of Items
 Lifting Heavy or Bulky Items
 Using Trolleys
 Safe Handling of Chemicals, Equipment and Machinery
 Storage Areas
 Stock Control and Stock Records
 Reporting Low Stock Levels
 Stock Rotation
 Pest Control
 Situations and Challenges
CLEAN AND MAINTAIN PUBLIC AREAS
Contain the following elements:

3.  Clean and Maintain Public Areas
 Working Safely
 Occupational Health and Safety
 Lifting and moving heavy furniture
 Protective Clothing
 Hazard Warning Signs
 Disposing of Waste and Rubbish Safely
 Cleaning Public Areas
 Use the Correct Cleaning Equipment and Materials on Surfaces
 Cleaning Public Areas and Lobby
 Cleaning Lifts
 Cleaning Restaurant and Bar Areas
 Arranging Furniture
 Unpleasant Odours
 Maintenance Procedures
 Storage of Cleaning Equipment and Materials
 Dealing with Customers in a Polite and Helpful way
SERVICE TOILET AND BATHROOM AREAS
Contains the following elements:
Service Toiletand Bathroom Areas
 Cleaning Equipment and Materials
 Prepare Bathroom and Toilet Areas for Cleaning
 Cleaning a Guest Bathroom
 Replenish and Arrange Guest Supplies and Accessories
 Dealing with Customers
 Waste Disposal
 Clean and Store Cleaning Equipment and Materials
Efficiency
 Organisational Requirements
 Improving the Hygiene in Bathrooms
Situations and Challenges
 Torn or Stained Towels
 Blocked Toilet or Drains
 Shortage of Customer Supplies
 Design your Ideal Bathroom
___________________________________________________________________________
MAINTAIN A HEALTHY, HYGIENIC AND PROFESSIONAL APPEARANCE
Contains the following elements:
 Dress Codes and Personal Hygiene
 Legislative Procedures
 Dress Procedures

4.  Maintaining Personal Cleanliness and Hygiene
 Hygiene Standards
 Professional Appearance
 Professional Appearance
 Uniforms
 Jewellery
 Hair, Moustaches, Beards and Nails
 Dress
 Illness
 Organisational Policy
 Common Illnesses and Interaction
________________________________________________________________________________________
LAYOUT, FACILITIES AND SERVICES
Contains the following elements:
Organisational Layout
 Facilities and Services
 Departments
 New Staff
Product knowledge and Customer Service
 Product Knowledge
 Professional Conduct
 Customer Service
 Selling Services
PROVIDING CUSTOMERSERVICE
Contains the following elements:
Importance of the Customer
 Customer as a source of revenue
 The Impact on the Organisation
 Customer satisfaction and company profitability
 Annoying Habits
 Anticipating Guest Needs
 Maintaining good customer care
 Confidentiality of Company and Guest Information
 Personal Presentation
 Personal development
CustomerService
 Greeting of guests
 Promoting facilities and services
 Guest Expectations
 Guest reaction to poor customer service

5.  Guidelines for superior guest care
 Customer care in other fields and industry
 Improving customer care
 Effective Communication
 Range of Guests
CustomerComplaints
 Advantages of Complaints/Customer feedback
 Methods of dealing with customer related issues
 Range of customer complaints
 Common Guest Complaints
 Methods to satisfy irate guests
 Guest Complaints Procedure
 Written complaints
 Documenting Complaints
 Complaint Follow Up Action
 Do’s and Don’ts of customer complaints
 Complaints practices
 Requirements for Superior Guest Care
Referral of Customers/CustomerComplaints
 Dealing directly with guests
 Referring guests
 Complaints occurring outside work area or authority
MAINTAIN A SECURE WORKING ENVIRONMENT
Security
 Procedures
 Staff Security
 Maintaining a High Level of Security
Unauthorised Access
 Unauthorised Areas
 Demarcating Areas
 Storage Areas
Violent and Dangerous Situations
 Violent Situations
 Range of Violent Situations
 Suspicious Items

6. FREE TOWEL ORIGAMI TRAINING FOR HOUSEKEEPING STAFF IF TRAINING IS MORE
THAN 4 DAYS!!!