JOB SUMMARY

To ensure guests' expectations are exceeded by performing all assigned tasks effectively and efficiently; and providing hospitable service.

CANDIDATE PROFILE

Experience:

• Previous experience working within a housekeeping environment preferred.

Skills and Knowledge:

• Proactive and reliable
• Personable and people-orientated demeanor.
• Able to work independently and within a team.
• Hardworking
• Attention to detail required.
• Time management

SPECIFIC TASKS

The following are specific responsibilities and contributions critical to the successful performance of the position. Please be aware, although you may consistently perform the same role, your manager or supervisor may ask you to assume any of the named roles at any time.

Please see specific tasks for each position in Housekeeping department:

• To maintain the highest level of cleanliness in the area you are responsible for, including furniture, fixtures, and fittings. Always follow the routine cleaning schedules, checklists and procedures.
• Greet all guests and co-workers in a hospitable manner, using appropriate and professional language and in the case of the guest, using the guests’ name as often as possible if known.
• Anticipate guests' service needs. Ask questions to better understand their needs and watch/listen to guest preferences, acting on them whenever possible. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• To be empowered to deal with guest problems, through using the LEARN process, and seeking advice when unsure what to do.
• Ensure readiness and preparation for work, e.g., filling cart with supplies, making sure area and stores are prepared.
• Identify and report maintenance issues in public areas, guest rooms or back of house as applicable. Ensure this is done urgently if required.
• Respond promptly and positively to requests from guests, Front Desk, or At Your Service requests.
• When entering guests’ rooms, follow company standards and announce self on entry.
• To ensure compliance with quality assurance standards, (including the brand standard audit and Forbes), company standards and external regulations.
• To be responsible for the safe keeping of all keys and phones assigned and keep them secure until the end of shift.
• Ensure lost property procedures are being followed.
• To be mindful of your surroundings and to make sure all equipment is handled, stored, and used correctly and safely. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Actively participate in the daily briefings, spirit-to-serve, and 15-minute training sessions

Cleaning Guest Rooms and Suites:

• Check that all appliances are present in the room and in working order (e.g., hair dryer, TV, remote).
• Clean bathrooms and bedrooms, including bathtub/shower, toilet, floors, sink, mirror, furniture, windowsills, desk etc.
• Dust, polish, and remove marks from walls and furnishings (e.g., appliances, furniture, baseboards, ledges, entrance door).
• Remove rubbish, dirty linen/terry, and room service items from room.
• Replace dirty linens (e.g., sheets, pillowcases) and terry (e.g., towels, bathrobes) with clean items, following correct bed making and folding standards.
• Replace guest amenities and supplies in rooms, such as toiletries, glasses, mugs, linens, towels, tissues, coffee, printed materials, and laundry bags according to standards.
• Report room status (e.g., Do Not Disturb notice on room, discrepant rooms) to Housekeeping Supervisor or Manager.