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The Room Attendant – A Professional Service Provider


Demonstrating customer-focused behaviour and higher service quality in housekeeping by professional room attendants

This training is for Room Attendants and Housekeeping staff with direct customer contact. 


Seminar Goals


Participants will learn the importance of their role as a service provider. With this knowledge, they will be introduced to methods which when applied ensure that positive communication is maintained with the customer. They will understand their role as customer service professionals. In addition, the participants will learn methods of effectively organising the cleaning of a hotel bedroom and the impact that standards play in the eyes of the customer.
Duration: 1 Day  


Seminar Topics

  • The role of a professional room attendant within the service chain
  • The traits of a professional room attendant
  • The importance of standards when cleaning a bedroom
  • Identifying various customer types
  • Effectively identifying customer needs
  • Hygiene and uniform standards
  • Differentiating politeness, friendliness and anticipation
  • Basic communication skills and how to apply it in practise
  • The communication guide lines for use when dealing with guests
  • Security whilst on duty to protect your guests from thieves
  • The importance of security and discretion
  • Applying positive phrasing and sentencing
  • Applying positive communication techniques in difficult situations
  • Using the “Sandwich Technique”
  • Efficient cleaning techniques
  • The key differences between check-outs and stay-overs
  • Correctly handling lost and found
  • Practical examples, group exercises
   

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