-
Standards Training
For
F
LOOR
SUPERVISOR
Floor
Supervisor/Housekeeping
Training
Checklist
T
ABLE
OF
C
ONTENTS
F
LOOR
SUPERVISOR
/H
OUSEKEEPING
T
OPIC
P
AGE
#
TRAINING
CHECKLIST
SECTION 1 - CORE
STANDARDS
Core Standards
Defined
Golden Rule
Service Culture Standards
Four Seasons Core Standards
for Guest Room Initial Service
Four Seasons Core Standards for Guest
Room daily Service
Four
Seasons Core standards for Guest Room Evening
Service
Four Seasons Core
standards for Housekeeping/Maintenance Request
Four Seasons Core Standards
for Problem Resolution
SECTION 2 - SEQUENCE OF
SERVICE
Sequence
of Service Defined
Sequence
for Inspecting a Check-Out/ Vacant Room
SECTION 3 -
HOW
TO’S
How To’s
Defined
Do’s &
Don’ts
How To’s
for
Inspecting a Check Out/Vacant Room
Additional How
To’s
SECTION 4
–
TRAINING RESOURCES
Insert all items that would
be an appendices and include:
1.
Hotel Floor
Diagrams
2.
Pictures of amenity placement
3.
Housekeeping
report
4.
Safety
checklist for Housekeeping
5.
MSDS
Compliance
6.
Bloodborne Pathogens
7.
Computer
application training
8.
Hotel Facts
9.
Standards Test
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Floor
Supervisor/Housekeeping
Training
Checklist
T
RAINING
C
HECKLIST
FLOOR SUPERVISOR
Name:
Hire Date:
Completion Date:
Trainer:
A trainer or manager will teach you the
tasks and responsibilities of your position. As
you learn
each of the items below,
place your initials and date. This is an
indication that you have been
shown how
to perform the task and have had the opportunity
to demonstrate your abilities. If at
any time you are uncertain or are
uncomfortable on how to perform any of the tasks,
it is your
responsibility to inform
your trainer. It is our commitment to provide you
with the necessary tools
and skills for
you to be successful in your new position.
Task and
Responsibilities
Section 1 - Core
Standards
Core Standards
Defined
Service Culture Standards
Core Standards for Guest Room Initial
Condition
Core Standards for Guest Room
Daily Service
Core Standards for Guest
Room Evening Service
Core Standards for
Problem Resolution
Date
Trainee
Trainer
Section 2 -
Sequence of Service
Sequence
of Service Defined
Sequence of Service
for Inspecting a Check out/Vacant Room
Section 3 -
How
To’s
How To’s
Defined
Do’s and
Don’ts
How To’s for
Inspecting a Check
-Out/Vacant Room
Enter the guest room
Floor Supervisor/Housekeeping
Training Checklist
Task and Responsibilities
Start from entrance
–
move around the room
Inspect the room for maintenance
Inspect trash bins
Inspect
bed making/under bed
Inspect dusting
Inspect night stand closest to bathroom
?
Clock radio
–
set alarm to 12pm/radio at
92.5
Night set closest to desk:
?
Telephone/notepad/pencil/Inspect for
cleanliness
Move clockwise to inspect
?
Furniture/check
drawer liners
?
Lamps/bulb wattage is 100 watts/light
switches
?
Windows/check plants in suites
?
Second
telephone (desk)
?
Desk/chairs
?
Pictures (frames/glass)
?
Armoire (top
right drawer
–
turndown
tray)
?
Television/CD
?
Drawers (Bottom left drawer
–
2 laundry bags/dockets)
Inspect closet
?
Shelves
?
Walls (Shoe horn, Clothes brush
?
Mirrors
?
Hangers (7
male, 2 satin, 5 female)
?
Safe
–
safe
drawer
?
(Bed
spread Bag/shopping bag)
Inspect Mini-
bar
?
Coffee
Maker/Kettle/Mugs/Amenity Box
?
Ice
Bucket/Glasses
Inspect Bathroom
?
Walls/door
?
Tub
?
Sink Basin,
shower, toilet
?
High dusting of bathroom
?
Mirror/Shaving
Mirror
?
Floor
Inspect amenities, supplies, towels and
robes placement
Inspect vacuuming
Quality check of room
Update
status on phone
Update worksheet
Exit room and secure door
Date
Trainee
Trainer
Floor Supervisor/Housekeeping
Training Checklist
Additional How
To’s
Inspecting an Occupied
Room
Special Service Time
Handling Lost and Found
Telephone Etiquette
Disclosure of Information to the
Public/Media
Interacting with a Guest
Handling a Challenging Guest Request
Proper Behavior for all Staff
The Top 10 Ways to Avoid Saying
“No”
Section 4
–
Training
Resources
Insert all items
that would be an appendices and include:
Hotel Floor Diagrams
Pictures of amenity placements
Housekeeping Report
Safety
Checklist for Housekeeping
MSDS
Compliance
Bloodborne Pathogens
Computer Application Training
Hotel Facts
Complaint
Handling
Standards Test
Trainer Comments: