Course Outcomes

This customer service course for housekeepers will:

  • Explain how guests, patients, and other customers form impressions of service.
  • Outline service goals.
  • Explore the importance of consistency and what can and cannot be captured on a checklist.
  • Highlight opportunities to build rapport, delight customers, and go the extra mile.
  • Discuss the importance of managing perceptions and actions housekeepers can take to shape opinion.

Course Overview

Housekeepers are often hidden behind the scenes and not leveraged as they could be in the customer service process. This interactive program focuses specifically on the actions housekeepers can take to influence guest perceptions. The course covers the people skills that can make a difference, how people form opinions, the value of service goals and consistency, appearance, attitudes, and actions that influence opinion, and the importance of working together as a cohesive unit.

Program Objectives

At this program’s conclusion, participants should be able to:

  • Explain their role in the guest-satisfaction or patient-satisfaction process.
  • Identify service goals.
  • Spot service breakdowns.
  • Describe what a checklist can and can’t do.
  • Find opportunities to provide expected and unexpected service.
  • Professionally interact with customers and coworkers.

The following outline highlights some of the course’s key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Workshop Outline

What an Impression: How People Form Opinions

This session kicks off with an exercise around first impressions and how people form opinions about service and service providers. During this workshop segment, participants will discover how appearance influences what customers think about a service experience.

Can You Feel It?: Knowing the Goal

During the next part of the course, we will explore feelings customers can have about an overnight stay in a hospital, hotel, or another facility. Working through an exercise, the group will identify four or five core targets. Next, we’ll talk about how the actions people in a housekeeping role take can move people closer to the desired goals.

Consistency Counts: Nailing Down Processes

Our next workshop segment focuses on consistency and the importance of getting it “right” each and every time. Working in teams, participants will create a guide for an imaginary new hire. The guide will include cleaning procedures, expected behavior toward guests, patients, coworkers, and others with whom they interact. Following that activity, we’ll talk about standards a checklist can and can’t address.

What’s Wrong with This Picture?: Identifying Opportunities

In this part of the seminar, we’ll play room detective. During this exercise, participants will examine pictures of rooms that are flawed in one way or another. Next, they will identify the actions they would take to correct the problems they’ve identified. Then, they’ll determine the extra steps they could take to go the extra mile.

Making Connections: Interactions with Patients, Guests, and Other Customers

This next part of the workshop builds on the previous exercise. Working together, participants will evaluate another series of photos and determine what needs to be cleaned and how to appropriately build rapport with the people in the room. Following that discussion, we will role play a variety of situations. We’ll close out this part of the program with a look at techniques for handling customer complaints and other challenges.

Managing Perceptions: Advertising Clean

Not every hospital or hotel is new, but every facility should be as clean as it can be. This part of the course focuses on actions, words, and phrases housekeeping staff members can use to communicate “clean,” no matter how new or old a facility may be.

What a Stay!: Final Exam

This course ends with a team-building exercise. Working in groups, participants will create a commercial for their workplace. They will highlight what’s great about their service and the benefits customers will enjoy when staying at their facility.

By the end of this customer service workshop for housekeepers, participants should understand how they influence guest or patient experience and the actions they can take to improve guest or patient satisfaction.