Appearance

• Familiarises themselves with grooming policy and presents themselves at work appropriately.
• Follows the dress code and makes every effort to keep high personal hygiene standards.

Personal & Professional Development

• Completes all trainings assigned by the company and their manager, makes an effort to improve based on feedback gathered during annual reviews, probation assessment, and check-in conversations with the manager.
• Proactively seeks feedback and takes it as an opportunity to learn; identifies opportunities to improve via training interventions, leads their own development plan when one is present.

Communication

• Communicates eloquently with guests, team members, and stakeholders.
• Encourages communication throughout the organization.
• Shares information with others clearly and respectfully.
• Listens to others sympathetically and takes feelings and views into consideration.
• Communicates awareness of strengths and weaknesses and admits to mistakes.
• Maintains relationships with people at all levels in the organization; gives improvement feedback when appropriate.

Integrity

• Acts consistently in accordance with their own values and those of the company: belonging, sensitivity, wellbeing, changemaking, sustainability.
• Models high standards of behavior for others through one's own actions; maintains confidentiality and upholds agreements made with others.
• Able to relate to people from different cultures; maintains a balance between work and personal life so neither affects the other negatively.

Interpersonal Skills and Teamwork

• Understands and appreciates diverse cultural nuances.
• Tries to adjust to different cultures and ways of working.
• Behaves politely and respectfully and is able to work efficiently in a team.
• Quickly builds rapport with others.
• Supports colleagues and managers through challenging periods.
• Shows tolerance and consideration for others' viewpoints.
• Respects people from other cultural backgrounds and takes care to employ curiosity and courtesy in ambiguous situations.

Motivating and Influencing Others

• Creates a climate of teamwork by encouraging harmony, co-operation, and communication.
• Cares for others’ well-being; inspires a positive attitude to work among colleagues.

Orientation Towards Solutions

• Takes ownership of finding the best solution for the challenge in their area of responsibilities.
• Considers different approaches to finding solutions.
• Consults their manager or a specialist to ensure the solution has a positive impact.
• Shares the learning with the team and their manager and communicates effectively to ensure future problems of the same nature are prevented.
• Observes their workflow and suggests improvements and ideas.
• Uses technology effectively to increase effectiveness and quality of their work.

Adaptability

• Shows awareness for one's own strengths and weaknesses.
• Willing to adjust to uncertain conditions.
• Accepts new ideas and supports change initiatives.
• Open to new information and willing to learn new techniques.
• Maintains stable performance in changing circumstances.

Time And Task Management

• Manages time effectively.
• Completes tasks on time.
• Structures work activities in an efficient way.
• Respects and follows company policies.
• Shows organizational commitment.
• Ensures safety at the workplace.

Adherence to Policies & Procedures

• Adheres to and communicates the company policies and procedures to team members, and role-models adherence to set a positive example.
• Applies a consistent and fair approach when actioning policy and procedures to ensure credibility in delivery and efficiency across the organization.
• Identifies potential risks in the hotel and brings to manager’s attention.

Adherence to Employee Handbook

• Demonstrates consistent adherence to Employee Handbook to help employee culture and build trust and credibility with peers and management team.

KEY RESPONSIBILITIES

• Greet hotel guests with a warm welcome and smile.
• Thoroughly clean and service guest rooms, suites, and public areas according to the hotel’s high standards.
• Replace linens, towels, and amenities with fresh, high-quality items.
• Ensure all furniture, fixtures, and equipment are in excellent condition and report any maintenance issues promptly.
• Vacuum, dust, polish, and sanitize all surfaces, ensuring a pristine environment for guests.
• Undertake “Job of the Day” or spring cleans where necessary.
• Respect guest privacy and ensure the “Do Not Disturb” policy is adhered to.
• Respond promptly and courteously to guest requests, offering assistance and information as needed.
• Anticipate guest needs by preparing rooms with personalized touches, such as arranging pillows, setting the ambiance, and leaving welcome notes.
• Deliver any special requests, such as additional amenities or laundry services, with efficiency and a positive attitude.
• Monitor and replenish cleaning supplies, amenities, and minibar items in guest rooms.
• Any lost property found in the bedrooms must be handed in to the supervisor.
• Maintain the cupboards and linen rooms clean and tidy.
• Prepare and pack own trolley for the next working day.
• Follow the procedures for reject linen and ensure no sub-standard linen is ever used.
• Report inventory shortages to the Housekeeping Supervisor to ensure timely restocking.
• Properly store and handle all cleaning materials and equipment to maintain a safe and organized work environment.
• Ensure your daily work list is signed by your supervisor by at the end of the day.
• Adhere to all health and safety regulations, including proper handling and disposal of hazardous materials.
• Follow established protocols for the safe use of chemicals and equipment.
• Participate in regular training sessions to stay updated on hotel standards and best practices in hygiene and safety.
• Work closely with the housekeeping team and other hotel departments to coordinate efforts and provide seamless service.
• Assist with special projects, deep cleaning, and event preparations as needed.
• Communicate effectively with supervisors and peers to ensure smooth daily operations.
• Report any maintenance issues to Housekeeping Supervisor.
• Participate in the hotel’s sustainability initiatives by using eco-friendly cleaning products and following waste reduction practices.
• Encourage and contribute to the hotel’s environmental policies, such as energy conservation and recycling programs.

This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business.

SKILLS & QUALIFICATIONS

• Strong attention to detail and a commitment to maintaining the highest standards of cleanliness.
• Dedication to providing an exceptional guest experience.
• Excellent communication and interpersonal skills.
• Flexibility to adapt to changing guest needs and preferences.
• Knowledge of cleaning products, techniques, and health & safety standards.
• Previous experience as a Room Attendant or in a similar role within a luxury hotel