JOB DESCRIPTION

Position Title: Room Attendant

Department: Housekeeping

Report to: Director of Housekeeping, Assistant Director of housekeeping, Floor Supervisor, Housekeeping Coordinator

Nature of the Job

Basic Purpose & Objective of the Position

Responsible for assisting the Director of Housekeeping, Assistant Director of Housekeeping, Housekeeping Manager and all rooms Managers in the successful ownership and operational execution of the Housekeeping Department. Responsible for assisting the Housekeeping Team Leader in providing genuine care and comfort to the ladies and gentlemen of the respective departments and maintaining a sense of urgency in handling all related matters.

Main Duties

Customer Services

• Delivers the brand promise and provides exceptional guest service at all times.
• Provides excellent service to internal customers.
• Handles all guest and employee complaints and inquiries in a courteous and efficient manner. Communicates immediately all guest complaints to EAST Host Supervisors or GE Manager.
• Maintains positive guest and colleague interactions with good working relationships.

Financial

Operational

• Use correct cleaning chemicals for designated surfaces, according to OSHA regulations and hotel requirements.
• Must be able to bend, stop, squat and stretch to fulfill cleaning and repair tasks.
• Must be able to lift up to 25 lbs., on a regular and continuing basis.
• Must have the ability to bend, squat, and frequently lift 25 pound lbs.
• Clean guest rooms by category of priority or as directed in line up.
• Transport cart with cleaning supplies, amenities and linen to assigned guest room and position securely.
• Empty trash, trash containers, and ashtrays.
• Remove all dirty linen and terry from the room and replace them with clean ones.
• Remove soil, dirt, soap build-up and hair from bathroom mirrors, vanity, sink, toilet, shower walls, bathtub, shower curtain and floor
• Replace facial, toilet tissue and bathroom amenities in correct amount and location
• Inspect condition of bathrobes and replace soiled or damaged ones.
• Clean closets and door tracks on check out rooms and remove items left by guest. Dust inside.
• Realign, dust and polish all furniture.
• Open all drawers in check out rooms and remove items left by guest, dust inside.
• Check under bed(s), chairs and sofa for debris and remove if present.
• Inspect condition of all furniture for tears, rips or stains, report any damages to the team leader.
• Remove all dust and debris.
• Set correct time on clock; correct TV channel.
• Clean lamps and light switches; check for proper working order.
• Empty liquid from ice bucket and wipe all surface dry.
• Remove dust, smudges, and spills from honor-bar; ensure it is plugged in and securely closed.
• Remove dust on drapes weekly and realign to correct position daily.
• Inspect condition of amenities on desk, drawers and guest service directory; replace as needed.
• Remove trash, debris and cobwebs from balcony or patio.
• Inspect condition of plants; remove debris.
• Remove dust, dirt, marks and fingerprints from entrance door.
• Ensure presence of fire safety, rate cards and “Privacy” sign. Inspect condition and replace as needed.
• Remove dust, dirt, and smudges from A/C unit, vents, grids and thermostat. Set thermostat to 72 degrees Fahrenheit.
• Remove dust, stains and marks from all baseboards, ledges and corners.
• Vacuum carpet in guest rooms as well as around in the corridor.
• Spray air freshener.
• Update status of rooms cleaned on assignment rex.
• At end of the shift, return and restock cart.
• Empty vacuum bag and wipe vacuum.
• Ensure security of any assigned keys.
• To take complete ownership and accountability of a daily planning and preparation phase.
• To take an ownership, “stewardship” position within the department and hotel to ensure operational excellence.
• Promote and support effective departmental and hotel communication through the use of phones, voice-mail, pagers, radios, written correspondence and verbal communication. To respond to all pages and messages promptly.
• Promote and maintain effective, confidential, secure record keeping
• Maintain complete working knowledge of: V.I.P.’s, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements.
• Correct use and maintenance of equipment iii) All department policies and service procedures
• Provide warm welcome, and anticipation of guest needs throughout their stay.
• Assist Housemen, Engineering, Room Attendants with their job functions to ensure optimum service to guests.
• Promote positive internal and external guest relations at all times. Foster and promote a cooperative working environment, maximizing productivity and employee morale.

People Development

Other Duties

• Attends and contributes to all training sessions and meetings as required.
• Exercises responsible behavior at all times and positively representing the hotel team and Swire Hotels.
• Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations.
• Reads the hotel's Employee Handbook and have an understanding of and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Responds to changes within Guest Experience, as dictated by the industry, company and hotel.
• Carries out any other reasonable duties and responsibilities as assigned.

Skills, Qualifications and Experience Requirements

• Ability to ensure compliance with hotel standards Policies and procedures with self and staff
• Ability to prioritize and organize work assignments
• Ability to be a clear thinker, analyze and resolve problems, and exercise good judgment.
• Ability to be a team player.
• Ability to focus on attention on details.
• Ability to develop strong, productive, professional relationships with internal and external guests.
• Ability to exert physical effort in transporting equipment and perform job duties
• Ability to endure abundant physical movements in carrying out job duties
• Ability to ensure security and confidentiality of guest and hotel information and materials.
• Ability to work without direct supervision and provide immediate follow-up.
• Ability to protect the assets of the hotel.