Communication
- Provide assistance to coworkers, ensuring they understand their tasks.
- 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.
- Talk with and listen to other employees to effectively exchange information.
- Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Assists Management
- Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
- Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
- Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
- Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
- Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
- Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
- Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
- Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
- Coordinate tasks and work with other departments to ensure that the department runs efficiently.
- Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
- Monitor the performance of others to ensure adherence to quality expectations and standards.
Physical Tasks
- Move, lift, carry, and place objects weighing less than or equal to 55 pounds without assistance and in excess of 55 pounds with assistance.
- Ability to push and pull a loaded housekeeping cart and other work-related machinery over sloping and uneven surfaces.
- Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
- Stand, sit, kneel, or walk for an extended period across an entire work shift.
- Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
- Enter and locate work-related information using computers and/or point of sale systems.
- Read and visually verify information in a variety of formats (e.g., small print).
- Move at a speed that is required to respond to work situations (e.g., run, walk, jog).
- Visually inspect tools, equipment, or machines (e.g., to identify defects)
- Move through narrow, confined, or elevated spaces.
- Move over sloping, uneven, or slippery surfaces and steps.
- Move up and down stairs and/or service ramps.
- Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.
Housekeeping Protocol
- Identify and report preventative or other maintenance issues in public areas or guest rooms.
- Contact Engineering, At Your Service (AYS), Delighted to Serve (DTS), or Housekeeping office directly for urgent repairs.
- Respond promptly to requests from guests, Front Desk, or At Your Service requests.
- Identify room assignments and type of cleaning required for each room.
- Complete required Housekeeping paperwork, including reports, worksheets, activity logs, and checklists.
- Document and report outstanding issues that need to be handled to the manager/supervisor after shift is complete.
- Use checklists to ensure that cleanliness and condition of each assigned area meets designated standards.
- Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OSHA regulations and corporate standards.
- Complete incident reports for any incidents or accidents that occur during shift.
Guest Rooms, Villas, and Suites
- Enter guest rooms following procedures for gaining access, such as knocking three times, saying “Housekeeping,” and ensuring vacancy before entering.
- Report missing hotel/resort property and damages to room to manager/supervisor.
Housekeeping Quality Control
- Inspect guest rooms after being cleaned by Housekeeper to ensure quality standards are met.
- Inspect public areas/bathrooms, restaurants, fitness center, pool area, offices, and service areas after being cleaned by Housekeeper to ensure quality standards are met.
Housekeeping Coordination
- Verify room status listed on report, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms.
- Check and resolve issues with discrepant rooms with the Front Desk (e.g., guest was scheduled to check-out, but bags were found in the room).
- Assist Housekeeping management in managing daily activities of Housekeeping and Laundry.
- Communicate additions or changes to the room assignments to Housekeeping staff as they arise throughout the shift.
- Run reports to determine how many rooms are sold for each day, including the number of arrivals, departures, and vacant ready rooms.
- Prepare and distribute room assignments to Housekeeping staff.
- Close out house at the end of shift to ensure assigned rooms were cleaned and communicate issues to next shift.
CRITICAL COMPETENCIES
Analytical Skills
- Decision-Making
- Problem Solving
- Computer Skills
Interpersonal Skills
- Customer Service Orientation
- Team Work
- Diversity Relations
- Interpersonal Skills
Communications
- Listening
- Communication
- English Language Proficiency
Personal Attributes
- Dependability
- Integrity
- Positive Demeanor
- Safety Orientation
- Presentation
- Stress Tolerance
- Adaptability/Flexibility
- Initiative
Organization
- Time Management
- Detail Orientation
- Multi-Tasking
- Planning and Organizing
Physical Abilities
Assists Management
- Resolving Conflict
- Delegating and Directing
- Coaching and Developing
- Team Building
- Performance Management
PREFERRED QUALIFICATIONS
Education
High school diploma/G.E.D. equivalent
Related Work Experience
At least 1 year of related work experience
Supervisory Experience
At least 1 year of supervisory experience
