Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional, and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Assist other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way).
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Communication

• Provide assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and coworkers using clear, appropriate, and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the caller's name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Assists Management

• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Serve as a departmental role model or mentor by working alongside associates to perform technical or functional job duties.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Assist management in establishing and communicating goals, performance expectations, timetables, and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Assist management in counseling hourly employees on work-related concerns and issues to ensure satisfaction and productivity.

Working with Others

• Support all coworkers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards (Green Key Accreditation, BSA,...).
• Monitor the performance of others to ensure adherence to quality expectations and standards.

Physical Tasks

• Move, lift, carry, and place objects weighing less than or equal to 55 pounds without assistance and in excess of 55 pounds with assistance.
• Ability to push and pull a loaded housekeeping cart and other work-related machinery over sloping and uneven surfaces.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Stand, sit, kneel, or walk for an extended period across an entire work shift.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Enter and locate work-related information using computers and/or point of sale systems.
• Read and visually verify information in a variety of formats (e.g., small print).
• Move at a speed that is required to respond to work situations (e.g., run, walk, jog).
• Visually inspect tools, equipment, or machines (e.g., to identify defects).
• Move through narrow, confined, or elevated spaces.
• Move over sloping, uneven, or slippery surfaces and steps.
• Move up and down stairs and/or service ramps.
• Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.

Housekeeping Protocol

• Identify and report preventative or other maintenance issues in public areas or guest rooms.
• Contact Engineering or Housekeeping office directly for urgent repairs.
• Respond promptly to requests from guests, Front Desk, or Guest Service Center requests.
• Identify room assignments and type of cleaning required for each room.
• Complete required Housekeeping paperwork, including reports, worksheets, activity logs, and checklists.
• Document and report outstanding issues that need to be handled to the manager/supervisor after shift is complete.
• Use checklists to ensure that cleanliness and condition of each assigned area meets designated standards.
• Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OSHA regulations and corporate standards.
• Complete incident reports for any incidents or accidents that occur during shift.

Guest Rooms and Suites

• Enter guest rooms following procedures for gaining access, such as knocking three times, saying "Housekeeping," and ensuring vacancy before entering.
• Report missing hotel/resort property and damages to