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CHHE exam Format | CHHE Course Contents | CHHE Course Outline | CHHE exam Syllabus | CHHE exam Objectives

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 Boost 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 real 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.

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