Certificate in Housekeeping Operation

Course Objectives / Description

More than just ensuring that guest accommodation is clean and hygienic, today’s housekeepers are expected to demonstrate a sound understanding of quality standards, guest preference, safe handling of cleaning products, and engaging guests to create the Shangri-La Experience.

Through class and group discussions, case studies, role plays and team activities, the course seeks to enhance leadership competencies through analytical and experiential learning. This includes the ability to create positive first impression, understand different guest needs and expectations, commit to teamwork, and deliver professional service based on our Corporate service culture.

After the 4-weeks institutional learning at the Shangri-La Academy, the colleague will have the opportunity to apply, validate and enhance knowledge and skills through a mentored, one-month OJT program in sending hotel. This OJT will allow immersion to Housekeeping sections that the learner may not have had previous knowledge on.

Course Content

  • Introduction and Housekeeping Administration
    • Characteristics of Hotels
    • Policies and Procedures
    • Terminologies and Reports
    • Housekeeping Inventory
  • Housekeeping Cleaning Operation
    • Guest Floor Service Leader Functions
    • BOST and Rooms Controller
    • Amenity Centre
    • Public Area and Outsourcing
    • Intro to Pest Control (by Ecolab)
    • Intro to Maintenance of Different Surfaces (by Diversey)
  • Laundry and Guest Services
    • Intro to Laundry and Valet Operation
    • Uniform Control and Inventory
    • Linen Par Calculation
    • Guest Relations and Horizon Club
    • Golden Circle Programme
    • Guest Programmes
    • Action Project: “Hotel Audit”
  • Supervisory and Management Skills
    • Recruitment and Interviewing Skills
    • Trainer Skills: Concepts Overview
    • Presentation Skills
    • Meetings and Briefings
    • Coaching and Counseling
    • Manning and Manpower Calculation
    • Intro to Rooms P&L
    • Duty Manager’s Role
    • Leadership

Main Instructor(s)

Academy Faculty
Adjunct Faculty from selected hotel

Duration of the Course

4 weeks institutional learning at Shangri-La Academy

Max. Class Size


Min. Class Size


Target Participants

  • Level 4 in Housekeeping
  • High-potential Level 5 in Housekeeping may also be admitted, provided with endorsement by hotel
  • 1 year working experience
  • Attended Shangri-La Care 1, 2, 3 and 4 or their equivalent in Traders and Kerry properties

Language Medium

English for Non-China intakes and Chinese for China intakes

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