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Exam Code: CHHE
Exam Name: Certified Hospitality Housekeeping Executive (AHLEI/AHLA)
Format: 150 multiple-choice questions
Time Limit: 3 hours
Passing Score: 70% or higher


1. Housekeeping Department Management
- Roles & Responsibilities of Executive Housekeepers & Housekeeping Managers
- Organizational Structure of the Housekeeping Department
- Staffing Models (Scheduling, Productivity Standards)
- Leadership & Supervision (Motivation, Team Building, Conflict Resolution)
- Training & Development (Onboarding, Cross-Training, SOPs)
- Executive Housekeeper
- Room Attendant
- Housekeeping Supervisor
- Staff Productivity Ratios
- Standard Operating Procedures (SOPs)

2. Cleaning Procedures & Techniques
- Room Cleaning Protocols (Stayover, Check-out, Deep Cleaning)
- Public Area Cleaning (Lobbies, Restrooms, Elevators)
- Floor & Surface Care (Hard Floors, Carpets, Upholstery)
- Chemical Safety & Usage (MSDS, Dilution Rates, Green Cleaning)
- Laundry Operations (Linen Management, Wash Formulas, Stain Removal)
- Turnover Cleaning
- Preventive Maintenance
- Color-Coded Cleaning
- Material Safety Data Sheets (MSDS)
- Ergonomics in Cleaning

3. Inventory & Equipment Management
- Linen & Uniform Control (Par Levels, Stock Rotation, Loss Prevention)
- Guest Supplies & Amenities (Replenishment Standards)
- Cleaning Equipment Maintenance (Vacuum Cleaners, Floor Machines)
- Sustainable Practices (Eco-Friendly Products, Waste Reduction)
- PAR Stock (Periodic Automatic Replacement)
- Linen Lifecycle
- Inventory Turnover Ratio
- Equipment Depreciation

4. Safety, Sanitation, & Compliance
- OSHA & Workplace Safety (Hazard Communication, Bloodborne Pathogens)
- Infection Control (CDC Guidelines, COVID-19 Protocols)
- Pest Control Management (IPM – Integrated Pest Management)
- Emergency Procedures (Fire Safety, Evacuation Plans)
- OSHA Standards
- HACCP (Hazard Analysis Critical Control Points)
- Biohazard Disposal
- Right-to-Know Laws

5. Budgeting & Cost Control
- Labor Cost Management (Overtime Control, Productivity Analysis)
- Operating Budget Preparation
- Cost-Per-Occupied-Room (CPOR) Calculations
- Vendor & Contract Management
- Fixed vs. Variable Costs
- Zero-Based Budgeting
- Cost per Occupied Room (CPOR)
- Outsourcing vs. In-House Staffing

6. Guest Satisfaction & Quality Assurance
- Inspection Programs (Checklists, Mystery Audits)
- Guest Feedback Management (Surveys, Online Reviews)
- Housekeepings Role in Guest Experience
- Brand Standards Compliance
- Quality Assurance (QA) Inspections
- Mystery Shopper Reports
- Guest Satisfaction Index (GSI)

7. Technology in Housekeeping
- Property Management System (PMS) Integration
- Housekeeping Software (Automated Task Assignment, RFID Linen Tracking)
- Mobile Communication Devices
- Sustainability Tracking Tools
- RFID (Radio-Frequency Identification)
- Room Status Discrepancies
- Energy Management Systems (EMS)

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1. Leadership
- Team Building and Motivation:
- Strategies for building cohesive teams and fostering collaboration.
- Techniques for motivating housekeeping staff to maintain high performance and morale.

- Communication Skills:
- Effective verbal and written communication with staff, management, and guests.
- Conflict resolution and problem-solving within teams.
- Decision-Making and Problem-Solving:
- Applying sound judgment to address operational challenges.
- Prioritizing tasks and delegating responsibilities effectively.
- Coaching and Mentoring:
- Training and developing staff to Excellerate skills and performance.
- Providing constructive feedback and performance evaluations.
- Change Management:
- Adapting to industry trends (e.g., new technologies, eco-friendly practices).
- Implementing new policies or procedures within the housekeeping department.
- Ethical Leadership:
- Maintaining integrity and professionalism in all operations.
- Ensuring compliance with industry standards and regulations.

- Employee Engagement: Strategies to involve employees in decision-making and foster a sense of ownership.
- Performance Management: Processes for setting goals, evaluating performance, and providing feedback.
- Delegation: Assigning tasks to team members based on their skills and workload.
- Conflict Resolution: Techniques to mediate disputes and maintain a harmonious workplace.
- Transformational Leadership: Inspiring and motivating staff to exceed expectations and embrace change.
- Standard Operating Procedures (SOPs): Documented guidelines for consistent task execution.

2. Housekeeping Operations
- Cleaning Standards and Procedures:
- Developing and enforcing cleaning protocols for guestrooms, public areas, and back-of-house spaces.
- Understanding the use of cleaning chemicals and equipment.
- Quality Assurance:
- Conducting inspections to ensure rooms and facilities meet brand and industry standards.
- Implementing corrective actions for substandard performance.
- Inventory and Supply Management:
- Ordering and maintaining supplies (e.g., linens, cleaning products, amenities).
- Managing inventory to minimize waste and control costs.
- Laundry Operations:
- Managing in-house or outsourced laundry services.
- Implementing eco-friendly laundry practices (e.g., water and energy conservation).
- Safety and Security:
- Ensuring compliance with Occupational Safety and Health Administration (OSHA) regulations.
- Training staff on safe handling of chemicals and equipment.
- Managing lost-and-found procedures and securing guest belongings.
- Guest Services:
- Addressing guest requests and complaints related to housekeeping.
- Enhancing the guest experience through attention to detail (e.g., turndown service, personalized amenities).
- Sustainability Practices:
- Implementing green initiatives (e.g., recycling, energy-efficient equipment).
- Reducing the environmental impact of housekeeping operations.
- Technology in Housekeeping:
- Using property management systems (PMS) to track room status and assignments.
- Leveraging mobile apps or software for staff scheduling and communication.

- Room Status: Terms like “occupied,” “vacant,” “clean,” “dirty,” or “out-of-service” to describe a rooms availability and condition.
- Turnover Rate: The frequency of cleaning and preparing rooms for new guests.
- Par Stock: The standard quantity of supplies (e.g., linens, towels) needed to operate efficiently.
- Deep Cleaning: Intensive cleaning of rooms or areas beyond daily maintenance.
- OSHA Compliance: Adhering to workplace safety standards set by the Occupational Safety and Health Administration.
- Guestroom Attendant: Staff responsible for cleaning and maintaining guestrooms.
- Housekeeping Cart: A mobile unit used by attendants to carry cleaning supplies and linens.
- Eco-Friendly Practices: Sustainable methods like using biodegradable cleaning products or low-flow water systems.

3. Financial Management
- Budgeting:
- Preparing and managing departmental budgets for labor, supplies, and equipment.
- Forecasting expenses based on occupancy rates and operational needs.
- Cost Control:
- Monitoring expenditures to stay within budget.
- Reducing waste through efficient inventory management and energy-saving practices.
- Revenue Management:
- Understanding how housekeeping impacts guest satisfaction and repeat business.
- Collaborating with other departments (e.g., front office, sales) to maximize room revenue.
- Purchasing and Vendor Management:
- Negotiating contracts with suppliers for cleaning products, linens, and equipment.
- Evaluating vendor performance and product quality.
- Financial Reporting:
- Analyzing financial reports to assess departmental performance.
- Tracking key performance indicators (KPIs) like cost per occupied room.
- Labor Cost Management:
- Optimizing staff scheduling to align with occupancy levels.
- Balancing full-time, part-time, and temporary staff to control labor costs.

- Cost Per Occupied Room (CPOR): The average cost of cleaning and maintaining a room per guest stay.
- Budget Variance: The difference between budgeted and genuine expenses.
- Capital Expenditure (CapEx): Funds used for long-term investments, like purchasing new equipment.
- Operating Expenditure (OpEx): Day-to-day expenses, such as supplies and utilities.
- Return on Investment (ROI): The financial benefit gained from investments in equipment or training.
- Forecasting: Predicting future expenses or revenue based on historical data and trends.
- Key Performance Indicator (KPI): Metrics used to evaluate departmental success, such as guest satisfaction scores or labor costs.

4. Human Resources Management
- Recruitment and Hiring:
- Developing job descriptions and interviewing candidates.
- Selecting staff with the right skills and cultural fit.
- Training and Development:
- Onboarding new employees with comprehensive training programs.
- Providing ongoing training on cleaning techniques, safety, and guest service.
- Employee Scheduling:
- Creating efficient schedules based on occupancy and workload.
- Managing overtime and ensuring adequate staffing levels.
- Performance Management:
- Setting performance goals and conducting evaluations.
- Addressing underperformance through coaching or disciplinary actions.
- Labor Law Compliance:
- Adhering to federal and state labor regulations (e.g., minimum wage, overtime rules).
- Ensuring compliance with anti-discrimination and workplace safety laws.
- Employee Retention:
- Implementing strategies to reduce turnover, such as recognition programs or career development opportunities.
- Creating a positive work environment to boost morale.
- Diversity and Inclusion:
- Promoting a workplace that values diversity and fosters inclusion.
- Addressing cultural and language barriers in a multicultural workforce.

- Onboarding: The process of integrating new employees into the organization.
- Turnover Rate: The percentage of employees who leave the organization over a specific period.
- Employee Handbook: A document outlining company policies, expectations, and benefits.
- Progressive Discipline: A step-by-step approach to addressing employee performance issues.
- Fair Labor Standards Act (FLSA): U.S. federal law governing wages, overtime, and working conditions.
- Cultural Competence: The ability to work effectively with diverse teams and guests.
- Succession Planning: Identifying and developing employees for future leadership roles.