Professional guest interactions for housekeeping staff

In this online lesson led by Denise Frem, you'll explore how to apply professional behavior during guest interactions using the three Ps - presence, polish, and...

Beginner

3m 50sLuxury housekeeping service standards

Instructor

Denise Frem

Backed by industry leaders

Helping the best teams succeed, from new startups to big companies.

This lesson includes

Closed captions & dubbing
Downloadable resources
Mobile app (iOS & Android)

Lesson details

One kind, professional moment can turn a guest's entire experience around. In luxury
housekeeping, professionalism isn't just about being polite. It's how you carry yourself, how
you speak, and how you move - especially when guests are nearby.

In this online lesson, Denise Frem explains how to apply professional behavior during every
guest interaction, from greetings and in-room service to elevator moments and handling
complaints. These moments may be brief, but they shape how guests feel - and what they
remember.

What you'll learn in this lesson, Thoughtful touches in housekeeping guest care

The definition of professional behavior using the three Ps of guest interaction
How to apply presence, polish, and personal connection in everyday guest encounters
How to model professional communication in shared spaces and guest rooms
How to respond to guest complaints with empathy, ownership, and timely follow-up
How to create positive impressions through posture, tone, and awareness

Featuring sourced footage from Solenis and Paradisus by Melia.

Instructor

Denise FremDirector of Housekeeping

Denise Frem is an accomplished hospitality professional with more than two decades of experience leading housekeeping operations for some of the world's most prestigious hotel brands, including Four Seasons, Mandarin Oriental, and Jumeirah Group. Her...

View full profile