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Exam Preparation

AH L2
CTH Level 2 Award in Housekeeping

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English
Beginner to Intermediate
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Course Overview

This program equips participants with essential skills in customer service and professional housekeeping practices, preparing them to deliver consistently high-quality guest experiences. The training blends practical cleaning techniques with strong communication skills, ensuring staff can maintain both guest satisfaction and operational efficiency. Learners will gain confidence in applying interna

Key Takeaways

1
Explain the importance of customer service and apply effective communication skills in housekeeping contexts.
2
Demonstrate correct cleaning procedures for guest rooms, bathrooms, and public areas.
3
Apply safe practices for handling equipment, linen, and chemicals in line with workplace standards.
4
Collaborate with other departments to ensure smooth service delivery and guest satisfaction.
5
Evaluate service performance and apply techniques for continuous improvement in housekeeping operations.

Confederation of Tourism and Hospitality
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The Confederation of Tourism and Hospitality (CTH) is the UK’s leading specialist professional awarding body for qualifications in the growing hospitality and tourism sector. At the Confederation of Tourism & Hospitality (CTH), our core mission is to provide the highest standard of hospitality, tourism and culinary qualifications. CTH achieves this through robust monitoring supported by industry, universities and the UK government regulator, Ofqual. CTH has partnerships with major international employers and academic institutions. CTH is a member of the Federation of Awarding Bodies.

Course Outline

Module 1: Customer Service Skills​
Hospitality behaviors and guest interaction​

Understand the importance of personalconduct, communication, and presentationin customer service.​

Learn how to meet and exceed customerexpectations across different hospitalitysettings.​

Explore the benefits and consequences ofgood and bad service, and practice resolvingcomplaints.​

Complaint handling and problem resolution​

Recognize and address customer problemseffectively.​

Apply skills to manage routine and specialrequests confidently.​

Demonstrate techniques to handle difficult orupset customers.

Module 2: Housekeeping 1​
Housekeeping operations and staff roles​

Describe the role and responsibilities of thehousekeeping department​

Identify different functions and staffpositions within the department.​

Recognize the link between effectivehousekeeping and guest satisfaction.

Guest room cleaning and preparation​

Use correct cleaning equipment andmaterials for bedrooms.​

Demonstrate safe and efficient methods formaking beds.​

Apply cleaning procedures for floors, mirrors,and furniture.

Module 3: Housekeeping 2​
Interdepartmental housekeeping functions​

Explore how housekeeping interacts withother departments to support operations​

Understand the services provided to meetcustomer needs.​

Learn the responsibilities of staff in linen anduniform care.

Advanced cleaning and final checks​

Perform checks to ensure bedrooms,bathrooms, and public areas are cleaned tostandard.​

Carry out final inspections of rooms andbathrooms for customer readiness.​

Demonstrate how to maintain highcleanliness and safety across hotel publicareas.

Who Should Attend?

This program is designed for:

New housekeeping staff with little or no formal training.

Existing employees who need a refresher on international housekeeping standards.

Hospitality staff transitioning into housekeeping-focused roles.

Teams aiming to improve service quality, hygiene, and operational efficiency.

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