Certified Guest Room Attendant

The Guestroom Attendant certification recognizes the skills and knowledge needed to keep guest rooms clean, safe and maintained at a lodging property. The certification is supported by the START and quickSTART (Skills, Tasks, and Results Training) programs. START resources present concise instructions for training new or prospective employees on how to perform key tasks correctly, along with the general hospitality knowledge, and soft skills needed in the hospitality industry.

Training options include:

• START: Classroom or workshop setting
• quickSTART: On-the-job training

Successful candidates who complete the START or quickSTART program and pass the certification exam will receive a certificate, lapel pin and global recognition for their accomplishment. This certification meets the requirements for stackable and portable certifications for Workforce Innovation & Opportunity Act (WIOA) grant purposes.

Topics

Employee Responsibilities

• Personal Appearance
• Uniforms
• Social Media and Mobile Phone Policies
• Employee Policies

Your Property

• Your Property’s Fact Sheet
• Property Policies
• Airport/Local Transportation
• Manager on Duty
• Use of Property Facilities
• Maintaining the Property
• Lost and Found
• Recycling

Safety Regulations

• Security and Safety Awareness
• Emergencies
• Bloodborne Pathogens
• OSHA Regulations
• Safe Work Habits
• The Americans with Disabilities Act

Quality Guest Service

• The Power of the Guest Story
• Reputation Management
• Teamwork and Communication with Other Departments
• Guest Communication
• Handling and Resolving Guest Requests and Complaints
• Escorting Guests and Giving Directions
• VIPs
• Dealing with Guests Under the Influence of Alcohol

Getting to Know the Guestroom Attendant

• What Is a Guestroom Attendant?
• Superior Performance Standards
• Security
• Key Control
• Housekeeping Inventories
• OSHA Regulations
• Unusual Guestroom Situations

Beginning of Shift

• Room Assignment Sheet
• Room Status Codes
• Guest Amenities
• Cleaning Supplies and Equipment
• Using Cleaning Supplies Correctly and Safely
• Keep Carts and Work Areas Organized

During Your Shift

• Cleaning Sequence
• Enter a Guestroom
• Prepare the Guestroom for Cleaning
• Begin to Clean the Bathroom
• Clean the Tub and Shower Area
• Clean the Toilet
• Clean the Sink and Vanity
• Clean the Bathroom Floor
• Finish Cleaning the Bathroom
• Clean the Guestroom Closet
• Make the Bed
• Dust the Guestroom
• Clean Windows, Tracks, and Sills
• Put Finishing Touches on the Guestroom
• Vacuum the Guestroom and Report Room Status
• Exit the Guestroom
• Special Cleaning Requirements
• Deep Cleaning Assignments

End of Shift

• Tip Sharing
• End-of-Shift Duties

Prerequisites

There is no time in position requirement for the exam.

To qualify, candidates must: 

• Complete either START or quickSTART program
• Pass certification exam with a score of 70% or higher

Exam

At the end of the workshop, the instructor will proctor a paper-based exam.

The certification exam consists of 30 multiple-choice questions.

Recertification

None

The applications must be submitted not later than 4 weeks prior to the workshop.