housekeeping professional – course outline - lobster...

Housekeeping Professional – Course Outline

Level Count: 5

Subject Count: 33

Lesson Count: 160

Total Lesson Duration: 14:19:54

Level Subject Lesson Lesson Duration

Level 1

1.1 Health, Hygiene and Safety

1.1.1 Health and Hygiene 03:56

1.1.2 Safety 05:08

1.1.3 Safe Working Environments 04:13

1.1.4 Why Do We Clean? 04:16

1.1.5 Hygiene in the Workplace 06:52

1.1.6 An Introduction to Personal Hygiene 04:09

copyright Lobster International S.A. 2015

1.1.7 Personal Protective Equipment 04:14

1.1.8 The Basics of First Aid 04:19

1.1.9 Emergencies and their Treatments 06:35

Total Subject Duration: 00:43:42

1.2 Roles and Responsibilities

1.2.1 A Housekeeper’s Role 06:32

1.2.2 Your Responsibility as a Professional 06:27

1.2.3 Structure of the Housekeeping Department 06:48

1.2.4 The Induction Form 03:08

1.2.5 Work Schedules 04:27


1.3 Presentation and Etiquette

1.3.1 Personal Grooming and Hygiene 08:55

1.3.2 Uniform 09:51

1.3.3 Accessories and Body Art 04:44




1.4 Procedures and Documentation

1.4.1 Introduction to Administration 08:48

1.4.2 Introducing the Day Sheet 08:00

1.4.3 Using the Day Sheet 04:08

1.4.4 Room Status Codes 03:14

1.4.5 Signing-In and Signing-Out of Master Keys 05:22

1.4.6 Rules for Controlling Keys 05:16


1.5 Liaison with Other Departments

1.5.1 The Importance of Communication 06:06

1.5.2 Communication Tools 06:51

1.5.3 Front Office 07:22

1.5.4 Maintenance 10:50

1.5.5 Security 02:42

1.5.6 Food and Beverage 05:44




Total Level 1 Duration: 02:44:29

Level 2

2.1 Linen

2.1.1 Introduction to Linen 06:40

2.1.2 Caring for and Maintaining your Linen 09:31

2.1.3 Bad Quality Linen (Scenario) 02:13

2.1.4 Roles and Rules for Handling Linen 06:29

2.1.5 Linen Checks and Etiquette 05:34


2.2 The Linen Store

2.2.1 The Exchange of Linen 07:17

2.2.2 Storing Linen 04:37

2.2.3 Properties of a Linen Store 04:36

2.2.4 Linen Controls 07:57




2.3 The Laundry Room

2.3.1 Laundry Services 04:19

2.3.2 Introduction to Laundry 04:54

2.3.3 Sorting the Laundry 04:12

2.3.4 Washing the Laundry 04:30

2.3.5 Drying, Ironing and Preparing the Laundry 04:29


2.4 Guest Laundry

2.4.1 Guest Laundry Collection 07:10

2.4.2 Request for Laundry Service 04:37

2.4.3 Handling Guest Laundry 05:11

2.4.4 Preparing and Presenting Guest Laundry 07:23


2.5 Bed Linen

2.5.1 The Mattress and Pillow Protectors 04:52



2.5.2 The Fitted and the Flat Sheet 08:49

2.5.3 The Duvet and the Duvet Cover 07:51

2.5.4 Pillows and Pillowcases 06:57

2.5.5 Other Bed Linen and Accessories 04:28


2.6 Bathroom Linen

2.6.1 The Facecloth and Hand Towel 05:30

2.6.2 The Bath Towel and Bath Sheet 04:53

2.6.3 The Bath Mat 05:19

2.6.4 The Bathrobe and Slippers 05:19


2.7 Other Departments’ Linen

2.7.1 Food and Beverage 08:28

2.7.2 Spa, Gym and Pool Linen 03:26





Level 3

3.1 Guest Interaction

3.1.1 The Importance of Guest Interaction 08:52

3.1.2 Professional Guest Interaction 03:04

3.1.3 Respecting a Guest’s Notification 05:26

3.1.4 Concern for a Room with a ‘Do Not Disturb’ Sign 03:31


3.2 Handling Guests’ Items

3.2.1 Handling Guests’ Items 08:42

3.2.2 Lost Property 07:25

3.2.3 Returning Lost Property 02:48

3.2.4 Dealing with Valuable Lost Property 04:45


3.3 Guest Requests, Queries and Complaints

3.3.1 Guest Queries 04:03



3.3.2 Guest Requests 06:33

3.3.3 Dealing with Guest Complaints 05:38

3.3.4 Gratuities 06:09


3.4 Emergencies and Safety

3.4.1 Fires 06:39

3.4.2 What to do in the Case of a Fire 05:53

3.4.3 Bomb Threats 03:37

3.4.4 Armed Robberies and Strange Guests 07:04

3.4.5 Prostitution 03:14

3.4.6 Sickness or Death 03:12

3.4.7 Lifting and Carrying 05:08



Level 4

4.1 Cleaning Chemicals and Products



4.1.1 Understanding your Chemicals 04:04

4.1.2 Different Types of Chemicals 04:52

4.1.3 One Cloth, One Purpose 05:58

4.1.4 Labels 06:14


4.2 Chemical Protocol

4.2.1 Using your Chemicals Correctly 05:47

4.2.2 Dispensing and Storage of Chemicals 06:20


4.3 Common Chemicals

4.3.1 All-Purpose Cleaner 04:33

4.3.2 Glass and Mirror Cleaner 04:08

4.3.3 Bathroom Cleaners 06:09

4.3.4 Dishwashing Detergent 05:23

4.3.5 Polishes 05:22

4.3.6 Air Fresheners 02:20



4.3.7 The Cleaning Caddy 04:54


4.4 Using your Equipment

4.4.1 Using your Cloths 05:12

4.4.2 Sweeping and Brushing 06:46

4.4.3 Vacuuming 07:23

4.4.4 Cleaning and Storing your Vacuum Cleaner 03:01

4.4.5 Dusting 06:33

4.4.6 Mopping 07:18

4.4.7 Buckets and Mopping Units 03:41

4.4.8 Window Cleaning Equipment 03:04


4.5 Trolleys

4.5.1 Types of Trolleys 05:22

4.5.2 Cleaning your Trolley 02:51

4.5.3 Packing your Trolley 05:46



4.5.4 You and your Trolley 05:27


4.6 Cleaning Specific Surfaces

4.6.1 Rules for Cleaning Surfaces 03:24

4.6.2 Floors 06:48

4.6.3 Carpets 04:45

4.6.4 Walls and Wallpaper 06:00

4.6.5 Wood 05:55

4.6.6 Fabric 03:57

4.6.7 Dealing with Stains 03:38

4.6.8 Leather 03:32

4.6.9 Stainless Steel and Vinyl 03:47

4.6.10 Brass, Copper and Chrome 04:30





Level 5

5.1 Preparation

5.1.1 Getting Ready for the Day 05:21

5.1.2 The Daily Meeting 04:30


5.2 At the Front Door

5.2.1 Entering a Guest’s Room 04:30

5.2.2 Situations when Entering a Guest’s Room 05:31

5.2.3 Placing Yourself in the Room 04:50


5.3 Preparing the Room

5.3.1 First Things First 08:05

5.3.2 Stripping the Room 06:36

5.3.3. Taking Note 07:11

5.3.4 Making the Bed 07:46




5.4 Cleaning the Room

5.4.1 Introduction to Cleaning the Room 07:38

5.4.2 Cleaning Cycle and Principles 02:46

5.4.3 Air Vents, Extractor Fans and Air Conditioners 04:01

5.4.4 Desks, Reading Material and Stationery 09:43

5.4.5 Wardrobes, Cupboards and Drawers 08:01

5.4.6 Side Tables and Dressing Tables 02:55

5.4.7 Windows, Glass and Mirrors 04:50

5.4.8 Tea Stations 05:32

5.4.9 Fridges and Snack Areas 06:25

5.4.10 Problem Fridges 03:26

5.4.11 Flower Arrangements 07:15


5.5 Cleaning the Bathroom

5.5.1 Introduction to Cleaning the Bathroom 08:44

5.5.2 Using the Bathroom to Clean 05:14



5.5.3 Cleaning the Vanity, Bath and Shower 11:00

5.5.4 Cleaning the Toilet Area 07:46

5.5.5 Problem Toilets 04:04

5.5.6 Replacing the Amenities and the Linen 04:37


5.6 Outside Areas

5.6.1 Outside Areas 04:28

5.6.2 Outdoor Furniture 04:36


5.7 Final Room Duties

5.7.1 Vacuuming the Room 05:38

5.7.2 Dusting the Room 04:38

5.7.3 Final Touches 02:07

5.7.4 Tailoring – Showing We Care 05:52

5.7.5 Scanning and Checks 07:39

5.7.6 Mopping before you Go 04:05



5.7.7 The Cleaning Process 03:13


5.8 Turndowns

5.8.1 Turndowns 03:14

5.8.2 Turndown Procedure 07:33

5.8.3 Types of Turndowns 03:04


5.9 Leaving the Room

5.9.1 Handing the Room Over 04:13

5.9.2 To the Next Room we Go 04:02


5.10 Public Areas

5.10.1 Guest Public Areas 06:54

5.10.2 Etiquette and Safety in Public Areas 04:39

5.10.3 Back of House Areas 03:13



5.10.4 Specialised Facility Standards 08:04


5.11 The End of the Day

5.11.1 Packing Up 03:09

5.11.2 Linen Return 01:55

5.11.3 Final Handover 05:22



Total Course Lesson Duration: 14:19:54



housekeeping professional – course outline - lobster...

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