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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
Total Subject Duration: 00:22:54
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
Total Subject Duration: 00:23:30
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015
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
Total Subject Duration: 00:34:48
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
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015
Total Subject Duration: 00:39:35
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
Total Subject Duration: 00:30:27
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
Total Subject Duration: 00:24:27
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015
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
Total Subject Duration: 00:22:24
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
Total Subject Duration: 00:24:21
2.5 Bed Linen
2.5.1 The Mattress and Pillow Protectors 04:52
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015
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
Total Subject Duration: 00:28:29
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
Total Subject Duration: 00:21:01
2.7 Other Departments’ Linen
2.7.1 Food and Beverage 08:28
2.7.2 Spa, Gym and Pool Linen 03:26
Total Subject Duration: 00:11:54
Total Level 2 Duration: 02:43:03
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015
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
Total Subject Duration: 00:20:53
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
Total Subject Duration: 00:23:40
3.3 Guest Requests, Queries and Complaints
3.3.1 Guest Queries 04:03
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015
3.3.2 Guest Requests 06:33
3.3.3 Dealing with Guest Complaints 05:38
3.3.4 Gratuities 06:09
Total Subject Duration: 00:22:23
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
Total Subject Duration: 00:34:47
Total Level 3 Duration: 01:41:43
Level 4
4.1 Cleaning Chemicals and Products
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015
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
Total Subject Duration: 00:21:08
4.2 Chemical Protocol
4.2.1 Using your Chemicals Correctly 05:47
4.2.2 Dispensing and Storage of Chemicals 06:20
Total Subject Duration: 00:12:07
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
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015
4.3.7 The Cleaning Caddy 04:54
Total Subject Duration: 00:32:49
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
Total Subject Duration: 00:42:58
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
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015
4.5.4 You and your Trolley 05:27
Total Subject Duration: 00:19:26
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
Total Subject Duration: 00:46:16
Total Level 4 Duration: 02:54:44
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015
Level 5
5.1 Preparation
5.1.1 Getting Ready for the Day 05:21
5.1.2 The Daily Meeting 04:30
Total Subject Duration: 00:09:51
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
Total Subject Duration: 00:14:51
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
Total Subject Duration: 00:29:38
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015
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
Total Subject Duration: 01:02:32
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
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015
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
Total Subject Duration: 00:41:25
5.6 Outside Areas
5.6.1 Outside Areas 04:28
5.6.2 Outdoor Furniture 04:36
Total Subject Duration: 00:09:04
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
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015
5.7.7 The Cleaning Process 03:13
Total Subject Duration: 00:33:12
5.8 Turndowns
5.8.1 Turndowns 03:14
5.8.2 Turndown Procedure 07:33
5.8.3 Types of Turndowns 03:04
Total Subject Duration: 00:13:51
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
Total Subject Duration: 00:08:15
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
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015
5.10.4 Specialised Facility Standards 08:04
Total Subject Duration: 00:22:50
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 Subject Duration: 00:10:26
Total Level 5 Duration: 04:15:55
Total Course Lesson Duration: 14:19:54
Level Subject Lesson Lesson Duration
copyright Lobster International S.A. 2015