Job description
Job Summary
Clean guest rooms as assigned, ensuring to meet and exceed the hotel's established standards of cleanliness. Responsible for reporting any maintenance deficiencies and handling guest requests or complaints. Ensures the confidentiality and security of all guest rooms.
Essential Functions
- Contribute building and maintaining a first-rate team.
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Maintain complete knowledge of correct maintenance and use of equipment.
- Be familiar with all hotel services and features, local attractions and activities to respond to guest inquiries accurately.
- Anticipate guests’ needs, respond promptly and acknowledge all guests throughout stay.
- Maintain and improve the quality of the guest experience at all times.
- Resolve guest complaints to ensure guest satisfaction.
- Maintain complete knowledge at all times of:
- all hotel features, services, and hours of operation.
- all room types, numbers, layout, decor, appointments and location.
- all room rates, special packages and promotions.
- daily house count, and expected arrivals and departures.
- room availability status for any given day.
- all VIP guests, special requests or any in-house guest concerns or issues.
- in-house guest list and be familiar with guests' names and room locations.
- scheduled in-house group activities, locations and times.
- Use correct cleaning chemicals for designated surfaces, according to OSHA regulations and hotel requirements.
- Service assigned guest rooms which would include but not limited to:
- Remove all dirty terry and replace with clean par to designated layout.
- Inspect condition of bathrobes and replace soiled/damaged ones.
- Remove dirt, soap build-up and hair from bathroom tub, shower, sink, toilet and floor.
- Remove teak flooring slats and clean drain areas.
- Replace facial and toilet tissue, and bathroom amenities in correct amount and location.
- Re-hang and refold guest clothing.
- Remove dirty bed linen and make up bed with clean linen.
- Check under bed, chairs and sofa for debris and remove if present.
- Wipe down and reposition telephone, iPad, wireless speaker and bedside lamps.
- Replace guest notepad if needed and reposition pen.
- Ensure correct amount and placement of hangers and luggage racks.
- Replace laundry bags and slips.
- Remove dust, smudges and spills from mini bar cabinet.
- Replace used coffee mugs and glasses with clean ones. DO NOT clean in bathroom sink.
- Empty liquid from ice bucket and wipe all surfaces dry.
- Dust and polish all furniture, remove debris and realign furniture to floor plan.
- Inspect furniture for tears, rips or stains; report any damages to Chief Engineer or Manager on Duty.
- Clean all mirrors and interior glass windows.
- Remove dust, spots and smears from windows, ledges and frames.
- Clean all lamps and light switches; check for proper working order.
- Remove dust and debris on television, set correct TV channel.
- Remove trash, debris and cobwebs from balcony/patio.
- Replace soiled outdoor lounge chair covers and towels.
- Inspect condition of planters and plants; remove debris.
- Sweep patio floor.
- Remove dust, dirt, marks and fingerprints from patio entrance door.
- Remove dust, dirt and smudges from A/C unit, vents, grids and thermostat. Set thermostat to 68 to 70 degrees.
- Remove dust, stains and marks from all baseboards, ledges and corners.
- Sweep floor and vacuum area rugs.
- Mop floor in bedroom and bathroom.
- Departure rooms - clean closets and door; open all drawers and dust; check safe; remove any items left by guest and turn into to Manager on Duty.
- Offsite Villa Service includes guest room service and in addition but not limited to:
- clean kitchen: wash dishes and put back cabinets, empty garbage, replace all kitchen cleaning supplies; clean fridge; mop floor.
- living room: sweep and vacuum floor and rugs, clean fireplace cover, clean all artwork.
- deck area: clean BBQ, wipe down patio furniture and covers, sweep outdoor desk; clean foot shower, check planters for debris.
- garage: clean washer and dryer, mop and sweep floor, take out trash.
- communicate all major repairs, issues, or problems to Chief Engineer and/or Director of Guest Relations.
- Update status of rooms to Manager on Duty.
- Take all dirty laundry to appropriate storage area.
- Cleaning of all public spaces including the lobby, fitness room and outdoor pool deck.
- Cleaning of all back of house including but limited to Tidepool storage, laundry area, employee restroom.
- Wash and dry, iron and/or steaming of guest clothing when requested.
- Receive, sort and store all clean delivered linen, terry and robes.
- Restock cleaning supplies, caddies and storage rooms at end of shift.
- Return smartphone and assigned guest room keys.
- Legibly complete requisition for additional supplies/materials and submit to Chief Engineer or Manager on Duty.
- Report any damages or maintenance problems to the Chief Engineer or Director of Guest Relations.
- Turn over any lost and found items to the Manager on Duty or Director of Guest Relations.
- Perform other reasonable job duties as requested by Manager on Duty, Chief Engineer or General Manager.
Other Duties
- All colleagues are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.
- Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.
- Regular attendance in conformance with hotels standards is essential to the successful performance of this position.
- Comply with hotel grooming standards for both uniformed and non-uniformed colleagues.
- Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior, and maintaining a friendly and positive attitude.
- Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.
Working Conditions & Physical Requirements
Physical Effort:
Exert physical effort in transporting carts, linen, furniture (up to 200 pounds) to different areas of the resort. Endure various physical movements throughout the work areas. Reach 6.5 feet. Remain in stationary or upright position for 8 hours throughout work shift. Satisfactorily communicate with guests, management and co-workers to their understanding.
Physical Environment:
Guest Rooms, Guest and Service Corridors, Guest Laundry, Public Spaces
Job involves working:
- Under variable temperature conditions (or extreme heat or cold).
- Under variable noise levels.
- Outdoors/indoors.
- Around fumes and/or odor hazards.
- Around dust and/or mite hazards.
- Around chemicals.
- Around bio-hazards
Manual Skills
Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.
Work Schedule:
Due to the cyclical nature of the hospitality industry, colleagues may be required to work varying schedules to reflect the business needs of the hotel.
Safety:
Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.
Qualifications
Education:
High school diploma or equivalent vocational training certificate required. Some college or college degree preferred.
Experience:
One to two years of experience. Prior experience within a four-star hotel brand preferred.
Computer Skill & Other Technical Skills:
Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required.
Ability to learn, utilize and communicate effectively via company issued communication devices (e.g. cell phones, etc).
Communication:
Advanced ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) preferred.
Licenses or Certifications:
n/a
Other:
Must be customer-service oriented.
Must have excellent hospitality skills.
Must be able to calculate basic mathematic functions.
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