Guest Relations
▪ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
▪ Anticipate and address 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.
▪ Assist other employees to ensure proper coverage and prompt guest service.
▪ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
Housekeeping Protocol
▪ Contact Engineering, At Your Service (AYS)/ Delighted to Serve (DTS), or Housekeeping office directly for urgent repairs and preventative maintenance issues.
▪ Respond promptly to requests from guests, Front Desk, or At Your Service requests.
▪ Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OSHA regulations and corporate standards.
▪ Fill cart with supplies (e.g., chemicals, rags, linens, amenities) as needed.
▪ Report room status (e.g., Do Not Disturb notice on room, discrepant rooms) to Main Linen Room, Housekeeping manager/supervisor, or Front Desk.
▪ Comply with quality assurance expectations and standards.
▪ Return cart to designated area at the end of shift.
▪ Clean and organize items stored in laundry room, supply/storage closets, linen room, and/or uniform room.
▪ Fold cleaned linen into designated size, either by hand or using folding machine.
▪ Post caution signs (e.g., wet floor signs) to limit traffic when necessary.
▪ Perform other reasonable duties as requested
Guest Rooms, Villas, and Suites
▪ Check that all appliances are present in the room and in working order (e.g., hair dryer, TV, remote, microwave).
▪ Clean bathrooms, including bathtub/hot tub/shower, toilet, floor, sink, and mirror.
▪ Dust, polish, and remove marks from walls and furnishings (e.g., appliances, furniture, ice bucket, honor bar, baseboards, ledges, entrance door).
▪ Enter guest rooms following procedures for gaining access, such as knocking three times, saying “Housekeeping,” and ensuring vacancy before entering.
▪ Limit access to guest rooms while cleaning by following departmental procedures.
▪ Remove trash, dirty linen, and room service items from room and balcony/patio.
▪ 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 missing hotel/resort property and damages to room to manager/supervisor.
Public and Employee Spaces
▪ Clean public and employee restrooms and showers, including stocking bathroom with adequate paper goods and soap, cleaning all surfaces, and emptying trash.
▪ Clean glass (e.g., windows, mirrors) in public and employee areas by removing dust, spots, and smears.
▪ Clean floor surfaces in public or employee space using designated chemicals, supplies, and equipment (e.g., mops, buffers, vacuums, wet vacuum, extractor, shampoo machine, stain remover).
▪ Dust surfaces in assigned area, including furniture, fixtures, woodwork, pictures, public or house phones, fire extinguisher boxes, exit signs, and air vents.
▪ Empty trash containers, ashtrays, and ash urns in public areas into proper containers for recycling or disposal.
▪ Inspect condition of furniture for tears, rips, and stains and report damages to manager/supervisor.
▪ Clean and maintain lights by wiping lamps, light fixtures, and light switches, checking that they are in proper working condition, and reporting burnt-out bulbs.
Communication
▪ Speak to guests and co-workers 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.
▪ Support all co-workers and treat them with dignity and respect.
Safety and Security
▪ Complete appropriate safety training and certifications to perform work tasks.
▪ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
▪ Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
▪ Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
▪ Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS). Follow any local Training requirements & Guidance
▪ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
▪ Maintain awareness of undesirable persons on property premises.
▪ Support all co-workers and treat them with dignity and respect.
Policies and Procedures
▪ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
▪ Follow company and department policies and procedures.
▪ Perform other reasonable job duties as requested by Supervisors.
▪ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
▪ Protect the privacy and security of guests and coworkers.
CRITICAL COMPETENCIES
Interpersonal Skills
▪ Customer Service Orientation
▪ Teamwork
▪ Diversity Relations
Personal Attributes
▪ Safety Orientation
▪ Presentation
▪ Dependability
▪ Integrity
▪ Positive Demeanor
EXPERIENCE AND QUALIFICATIONS
Education: Higher Education, Diploma or equivalent
Supervisory Experience: No supervisory experience is required
United Kingdom·Londonmid