Nature of the Job
Basic Purpose & Objective of the Position
Supervises, trains and inspects the performance of assigned Room Attendants, Turndown Attendants and Floor Attendants, ensuring that all procedures are completed to the hotel's standards. Assists where necessary to ensure optimum service to guests.
Delivers the brand promise and provides exceptional guest service at all times.
Provides excellent service to internal customers.
Maintains positive guest and colleague interactions with good working relationships.
Verifies room status on AM report; reports discrepant rooms; prioritizes and updates status of checkout rooms.
Ensures that assigned staff has reported to work; documents any late or absent employees.
Coordinates breaks for assigned staff.
Communicates additions or changes to the assignment sheets as they arise throughout the shift.
Identifies situations, which compromise the department's standards and delegates these tasks.
Inspects supply levels, cleanliness and organization of floor closets. Assigns designated personnel to rectify any deficiencies.
Checks Room Attendant's carts for proper supplies, neatness, cleanliness and mechanical problems. Instructs designated personnel to correct deficiencies.
Inspects rooms cleaned by assigned Room Attendants, using designated checklist. Ensures rooms are cleaned to the hotel specifications. Follows up on corrections; directly contacts Room Attendant and relay any deficiencies to be corrected.
Updates room status after approving cleanliness and condition in accordance with departmental standards.
Checks vacant rooms, verifies status and updates status of discrepant rooms throughout the shift.
Checks DNR rooms in accordance with hotel procedures and verify status.
"Marks" dirty sheets of randomly selected assigned rooms and follows up to ensure Room Attendant’s have changed bed sheets.
Counsels Room Attendants on any discrepancies.
Inspects Public areas/bathrooms, fitness center, pool area, offices and service areas after being cleaned by Floor/Lobby Attendants, using designated checklists.
Ensures that cleanliness and condition of each area meets designated standards. Directly contacts respective personnel and relay any deficiencies to be corrected.
Completes work orders for maintenance repairs and submit to Housekeeping Clerk. Contacts Engineering directly for urgent repairs.
Accommodates guest requests for Housekeeping items or additional supplies expediently and courteously. Follows up on delivery and return of all such items.
Conducts training of staff as assigned.
Monitors and handles guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
Provides feedback on staff performance to manager. Reports disciplinary problems to manager and participates in the counseling of employees.
Responds to all pages by beeper promptly.
Documents pertinent information in department log book.
Completes all paperwork and closing duties before leaving. Reviews status of assignments and any follow-up action with manager and/or on-coming supervisor.
PM - Checks PM reports for accuracy and completeness. Completes night counts in accordance with departmental standards.
Successful completion of the training/certification process.
Assists in other areas of Housekeeping as assigned.
Attends designated meetings.
Makes up cribs and rollaway beds.
Stocks Housekeeping supplies.
Supports Swire Hotels’ cultural and people development implementations and characteristics.
2 years' experience as Room Attendant. Supervisory role preferred.
Knowledge of proper cleaning techniques, requirements and use of equipment.
Knowledge of proper chemical handling.
Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding.
Ability to provide legible communication.
Ability to do basic arithmetic.
High school graduate.
Any supervisory experience.
Ability to communicate in a second language, preferably Spanish.