Summary : The Lead Guest Room Attendant ensures the highest levels of cleanliness and guest satisfaction are maintained.

Engagement Expectations :

We believe that team member engagement is the basis for a great culture and superior guest service. During every interaction, we display three behaviors :

• Smile, display energy and open body language
• Proactively greet team members and guests, initiating interaction to provide service
• Always use a positive parting remark to end the conversation

Essential Job Functions :

• Lead, direct all housekeeping operations including, Guest Room Attendants and House Attendants.
• Plan, organize, and monitor staff activities to ensure compliance with quality assurance standards set by the hotel, which requires continuous visual inspection of guest rooms and public space areas including restaurants, lounges, meeting rooms, etc.
• Inspect all guest rooms and public areas as assigned and coach attendants of any deficiencies found.
• Assign attendants’ carts / signs board in the morning and the afternoon
• Inspect public areas, housekeeping closets for standards compliance
• Oversee the laundry vendor’s operation to ensure productivity standards are met, safety procedures are followed and the company assets are maintained and protected.
• Work closely with the Front Office regarding room stock and availability via phone or in person
• Submit maintenance reports / requests and follow up for completion
• Establish and maintain adequate supplies for efficient operation of the department.
• Distribute and delegate workload to guarantee maximum production and guest satisfaction
• Ensure that all staff members are adhering to all safety and security procedures including entering of guest rooms (both staff member and guest requests to open guest room doors), master key protection, work space safety, reporting lost or damaged hotel property, fire safety and reporting suspicious situations.
• Work collaboratively with other departments, such as Front Desk and Maintenance departments.
• Ensure proper usage of chemicals and cleaning supplies by monitoring usage, providing complete training for team members and ensuring proper labeling of hazardous supplies in accordance with hotel hazard communication programs.
• Evaluate condition of furniture, fixtures, decor, etc.
• Be constantly alert for newer methods, techniques, equipment, and materials that will improve the departments' overall operation and provide more efficient operation at reduced costs
• Check appearance of all team members to ensure compliance with standards of appearance
• Comply with quality assurance expectations, standards and hotel rating guidelines.
• Communicate both verbally and in writing to provide clear direction to staff.
• Perform any other job related duties as assigned.

Qualifications :

• Three years’ experience in housekeeping as an individual contributor preferred.
• Proficient in hotel management systems.
• Must be able to learn and retain knowledge of computer systems, Microsoft Office, procedures and regulatory requirements.
• Strong desire to take accountability and have their performance measured on contribution to business results
• Most possess outstanding interpersonal communication skills (verbal and written) to effectively interface with guests and Team Members.
• Must be able to remain professional and tolerate stress related to servicing public guests in a high pressure and fast-paced environment.
• Must have experience resolving problems decisively and timely.
• Self-starting personality with an even disposition.
• Knowledge of basic sanitation requirements / controls and applications of relevant chemicals.
• Knowledge of policies applicable to housekeeping, especially those relating to safety and security of guest and hotel property.
• Ability to coordinate and cooperate with other departments regarding housekeeping services / activities.
• Ability to communicate with Team members and guests
• Ability to be a TEAM player
• Must be able to work flexible shifts including nights, weekends, and holidays.

Physical and Mental Demands :

• Regularly required to see, talk and hear; use hands to finger, handle, or feel and reach with hands and arms.
• Must occasionally move and lift up to 50 pounds.
• Able to work with others while maintaining a positive and courteous demeanor under occasional fast paced and noisy work conditions.
• Ability to successfully fulfill the pre-employment process
• Ability to obtain and maintain all necessary licensing

Last updated : 2024-04-27