Training Programme for Housekeeping Staff


Published on June 18, 2018

Proper Housekeeping means proper training! Guests always notice the difference. Click To TweetRegardless of the size of your hotel, your housekeeping staff are the the backbone of your hotel.  Without a clean environment for your guests to reside in, the chances of repeat business diminishes and bad reviews loom.  Your business will only survive if the cleaning and management of the rooms is at the highest standard.

It doesn’t matter how many stars your hotel has, or how large or small it is, your housekeeping staff should be trained to the highest level of quality and care to achieve the best results.  So what standards should you be reaching?  What standards should you follow?  And what can you include in your housekeeping training?

What are the Standards Your Housekeeping Department Should Reach?

The standards you choose to set depend on the unique selling point of your brand.  From a boutique hotel to a small family run hotel, your standards can influence your housekeeping department.  There are however some key aspects which your housekeeping department standards should typically have:

  1. Uniform
  2. Equipment
  3. Products/Cleaning Chemicals
  4. Maintenance
  5. Laundry
  6. Communication
  7. Health and Safety
  8. Fire Protocol

What are the Standards Your Housekeeping Department Should Follow?

With the established standards that your housekeeping department should have – how should they follow them?

  1. Uniform – Uniforms achieve two purposes: to protect your staff from the stains and toxins which come from daily cleaning product use, and to give your staff a professional, ‘uniform’ appearance.
  2. Cleaning Equipment – From the trolley, mops, vacuum, brushes, broom and commercial cleaning equipment, these items should all be used with the correct care and attention to the manufacturer’s guidelines.  Failure to do so can affect the job being done and also decrease the lifespan of the product, costing the hotel more due to replacements.
  3. Products/Cleaning Chemicals – Correct product application and awareness of health and safety both for the staff and the surrounding guests.  Product knowledge, like the correct amounts to use, ensures the products are effective, but also that the products don’t damage the surfaces they are being used on.
  4. Maintenance – Although the housekeeping team might not be actually doing the maintenance, it is their job to report issues to maintenance and monitor their repair.  From a broken TV remote, to a faulty light fixture.  This awareness will help speed up any required repairs and also reduce the amount of guest complaints!
  5. Laundry – Depending on the size of the hotel, the housekeeper staff may not have to directly manage the laundry, however if they do, it is wise that they understand the key functions of correct laundry procedures.  For in-room service, it’s vital for the housekeeping staff to understand how to fold clothes in the room, make the bed, hang towels, etc at a high standard.
  6. Communication – This may seem like a given, but without following clear communication, both between housekeeping and between the other departments in the house, the hotel can suffer.  From simple requests through to detailed schedule instructions and last minute changes, the communication will help bond the team and ensure the highest level of care and approach is achieved.
  7. Health and Safety – These days, where legislation is there to protect the workers, the guests and those entering the premise, health and safety is key to a long-standing establishment and its success.  It is not something that should be ignored, as both heavy fines and consequences could occur if it’s not taken seriously.  Your entire team should be fully up to speed on the latest health and safety protocols.
  8. Fire Protocols – Similar to health and safety, this is a key aspect the housekeeping team should follow.  If a fire does occur, the guests will look to ask for advice and follow the staff themselves, so they should all be clear on the correct procedures.  You’d be surprised how many members of staff choose to rescue their mobile phones instead of following the correct fire drills!

What You Should Include in Your Hotel Housekeeper Training?

When devising a training programme for your housekeeping staff, you need to cover a broad spectrum of areas to ensure that continuity and confidence is achieved.  It is not an easy task to achieve!

  1. Cleaning Skills – From the actual techniques to the desired results, during the housekeeping training, we can establish a common ground for the housekeeping team.  This doesn’t mean that each housekeeper has to use the same process, but if one process is quicker than another, then we will work to find the most effective way to approach that specific skill.  We can continually learn and evolve, and the team can hone their skills during the cleaning skills section of housekeeping training.
  2. Use of Equipment & Products – Similar to the actual skills and techniques, the actual equipment and products that are being used may not be familiar to the housekeeping staff.  Even if they are familiar with the products and equipment, the way they are used can always be improved to ensure that the products and equipment are correctly maintained and have the longest life possible!
  3. Guest Etiquette & Interaction –  Your housekeeping staff will most likely regularly pass guests or interact with them.  The way they react and interact with guests are key to guest happiness and their return to your hotel.  Poor interactions or lack of etiquette will greatly affect this.  During training we can teach your staff how to understand cultural differences, how to make a first impression, and how to approach body language and etiquette.  These small and subtle changes will make a major difference to the confidence within the housekeeping team and also how they treat and interact with the guests around them.
  4. Presentation – Similar to etiquette, the way your housekeeping team present themselves reflects the brand and hotel.  From the uniform they wear through to personal hygiene, these will all have an affect on guest reactions and have an impact on your brand image.  You need your housekeepers to take pride in their presentation, and they need to know why this is important.
  5. Communication – All teams no matter how small or large can improve their communication.  It may be cultural differences, or it might simply be that the process they follow to communication is different from the other person or team members.  By developing and working through staff communication, your housekeeping team will become more effective at their work, and more efficient at getting their jobs done!  Staff happiness will also improve, and this will in turn reduce staff turnover.
  6. Health and Safety & Fire Protocol – This subject can be tedious, but is a vital one, and engaging your housekeeping team during the training sections of this is key to them retaining the information.  During training it can be presented in a fun and interactive way, in order for them to absorb the information and not fall asleep!  This training can literally save lives, so it’s wise and very important to regularly update and refresh.

The skills your housekeeper team learn and hone can be the difference between success and failure of your hotel.  It’s not just about having a clean and tidy room. The finishing touches through to the guest interactions all play a major part.  If you are interested in learning more about staff training for your housekeeper team, we would love to hear from you.  Drop us a line and one of our experienced consultants will be in touch to discuss the next steps.


  1. Yemi joseph says:

    Pls I will like to train my staff on general hospitality custormer service,etiquette, personal hygiene and phone handling

    • mm LucyChallenger says:

      Hi Yemi! Thank you for your message, you are welcome to email us on [email protected] and one of our consultants will be in touch directly to see if we can assist from our side. We look forward to speaking to discuss your training needs.

  2. kim day says:

    I would love to know more on staff training for housekeeping team.

    • mm LucyChallenger says:

      Hi Kim! Thank you for your message, you are welcome to email us on [email protected] and one of our consultants will be in touch directly to see if we can assist from our side. We look forward to speaking to discuss your training needs.

  3. Peter Emeka says:

    I am a house keeper. I will love to be trained more about my job.

  4. Soumya says:

    Good article!

  5. Sundar says:

    It’s really a very helpful article. Thank you for your time and helping people.
    We hope for more articles from you in nearest future!

  6. PRAHLAD INGTI says:

    I want to train my staff about communication and guest etiquette. Also the cleaning process and housekeeping. I am myself a housekeeping supervisor.

    • mm LucyChallenger says:

      Fantastic! You’ve come to the right place! We can help you with any training needs you might have. Please do email us on [email protected] or call us on +44(0)203 858 0233 and we’d be delighted to discuss our training options with you. 🙂

  7. Janaka Herath says:

    I am Janaka and I want to know how to plan training sessions for my staff. We have 232 guest room and 20 HK staff including pool, laundry, order taker, public areas etc.

    • mm LucyChallenger says:

      Hello Janaka, thank you for your message – we would love to help you with your training programme. The best thing to do would be to drop us an email at [email protected] or call us on +44(0)203 858 0233 and we can create a specific package for you based on your needs. We look forward to hearing from you.

  8. MUTAKIRU says:

    I want to train my housekeeping staff about so many things, like communication, guest etiquette and many more areas of duties.

    • mm LucyChallenger says:

      Fabulous! We offer all types of training, and our training gives the team and staff a great deal of confidence in their skills. You can reach out to us by calling +44(0)203 858 0233 and we can discuss how we can help you!

  9. Alison Cooper says:

    I have 3 properties that we rent out on Airbnb . I would like the cleaning team to be trained so they are all cleaning to the same standards – team of 4.

    • mm LucyChallenger says:

      Hello Alison, thank you for your comment. We would be delighted to assist you – this is an area we specialise in. One of our team members has dropped you an email directly, but you are welcome to call us in +44(0)203 858 0233 and we can speak more about your training needs. Thank you! 🙂

  10. Javad gonabadi says:

    Greetings and regards
    I am the housekeeping manager of the 5 star
    Hotel in Iran and I also work in training
    Housekeeping and laundry personal.
    Due to the lack of major study and
    educational resources in Iran,I have the
    Opportunity to submit theses leaflets and
    information for use in classrooms, upgrades
    and acquaintances with hotel accommodations
    Javad gonabadi

    • mm LucyChallenger says:

      Hello Javad – greetings from London! We would be delighted to help you further as we can certainly provide materials for you to buy or licence for use in your hotel. We would be delighted to help you – I’ve sent you an email directly so I look forward to hearing from you. 🙂

  11. sankesh sainath patil says:

    I want to train my staff in polices of the hotel, related to housekeeping – how can you help?

    • mm LucyChallenger says:

      Hi Sankesh! Thank you for your message – please do get in touch with us and we’d be delighted to help with your staff training! 🙂

  12. Judy ndirangu says:

    I am Judy, an executive housekeeper, I would like to train my team about etiquette and communication. I will be glad to hear from you!

    • mm LucyChallenger says:

      Hi Judy! Great to hear from you – we can certainly assist you and your team. I’ve dropped you a direct email and I look forward to hearing from you. Lucy

  13. Sumesh says:

    I want to know more about the programme for entry level staff since we require training for an education centre

    • mm LucyChallenger says:

      Hello Sumesh, thank you for your message. We can certainly provide a detailed, or tailor-made training for your entry level staff. Please do get in touch with us here, and one of our lovely consultants will be able to discuss your project in more detail. Thank you.

  14. Stanley stan says:

    Please, I found your training very instructional and inspiring. I need your help on communication and tools handling for my staff. Cheers

    • mm LucyChallenger says:

      Hi Stanley, so pleased you find out training helpful! You are welcome to get in touch with us on +44(0)203 858 0233 and one of our team would be able to discuss with you your training needs going forward. We look forward to speaking with you.

  15. Umesh Kumar says:

    Hi Lucy I’m Umesh from India, I’m also interested to learn for how to train my housekeeping team. Pls suggest me how can attend ur training session?

    • mm LucyChallenger says:

      Hello Umesh, thank you for your comment. We would be delighted to assist you with training for your housekeeping team. Please do give us a call on +44(0)203 858 0233 and we can certainly assist you further. We look forward to hearing from you.

  16. Nagesh s gaikwad says:

    I need advice on Housekeeping supervisor training and Carpet cleaning, with all machine operating training – can you help?

    • mm LucyChallenger says:

      We can certainly help with all your training – please do get in touch with us on +44(0)203 858 0233 and we’d be delighted to speak further about your training needs.

  17. Magic Helpers says:

    Your blog information is very interesting. A very good cleaning service should provide the best prices by having the best solutions.

Leave a Reply

Your email address will not be published. Required fields are marked *