Housekeeping Associate

Job Summary

To ensure that all guest rooms, corridors, and service areas are maintained to the standards set by the Assistant Director Rooms ic Heart of House.

Essential Duties and Responsibilities

• Cleaning chairs, sofas, and carpets in guests’ bedrooms and all public areas.

• Removing chewing gum, candle wax, wine, and coffee stains.

• Ensure that standards are maintained at a required level on a daily basis following the LQA, Forbes and Brand standards in every task daily.

• Work closely with other associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

• Contribute to the collective commitment of a unique guest experience – to create a sense of place.

• Support new members of the housekeeping team.

• Handle guests concerns and comments and find a proper resolution to ensure guest satisfaction.

• Report for work ensuring appearance and presentation meets the required standard.

• Collect key cards and Duty Phone from the Housekeeping office at your appointed start time.

• Collect equipment, ensure you have the correct tools for the job – if not you must let your Floor Supervisor know – and commence cleaning departure rooms. While removing trolleys from the cupboards, noise should be kept to a minimum, as most of our guests will still be asleep.

• While on the floors all noise should be kept to a minimum such as closing doors and conversations.

• Return any turned down rooms to daytime set-up.

• Rooms with a “Do not disturb” card should not be knocked or entered. I

• Report to your Floor Supervisor any sleep-outs, extra departures, rooms on DND or rooms not requiring service.

• All rooms must be cleaned following Rosewood standards.

• Trolleys should be kept neat and tidy throughout the day.

• Ensure public areas and corridors are in immaculate condition.

• Make up any extra beds and baby cots as required.

• Any guest laundry found in occupied rooms should be brought to the attention of the housekeeping office immediately.

• All private dining trays must be removed from the guestrooms and the corridors and placed in a designated collection area.

• Clean and empty vacuum cleaner and assist in the tidying of the store cupboard at the end of the day. I

• Before going off shift, the trolley should be restocked, cleaned and put away. Remain on the floor until your Floor Housekeeper has signed your paper. Return your list, key cards and Duty Phone to the Housekeeping office at the end of your shift.

• Ensure lost and found items are turned directly into Security and the lost property procedure followed.

• Gifts from guests must be accompanied by a signed authorization from the guest and securities pass out before it can be removed from the hotel.

• Ensure safety and return of all key cards and Duty Phone and ensure you do not loan them to anybody else. Report any loss of key card of Duty Phone immediately to the housekeeping office.

• Report immediately any matters concerning the security of guests to the Security Department.

• Ensure all equipment is well maintained and in proper working order. Repo1t any malfunctioning or defects to equipment to the Floor Supervisor.

• Report all malfunctions in assigned areas on to Know cross.

• Be responsible for keeping guest doors closed whilst servicing the guestroom and using’Service’ card.

• Do not allow anyone to enter the guestroom. Advise the guest to use their keycard and request assistance from guest relations if card is faulty.

• Ensure safety of guest prope1ty and report anything suspicious to your floor Supervisor.

• Report suspicious looking persons or anything suspicious to your Floor Supervisor.

• To ensure that all guest rooms and minibars are maintained in accordance with the standard required by the Assistant Director Rooms ic Heart ofl-Iouse.

• Stock and replace missing items in minibars and guest rooms, inspect and clean the minibars in accordance with departmental procedures and policies.

• Maintain, track and complete daily worksheet of minibar stock and post to guest accounts via iPod device.

• Ensure products in minibar and guest room are not expired and take the proper procedure to remove and replace those products as necessary.

• Ensure rotation of all minibar products.

• Monitor and report any misuse or unexplained stock discrepancies.

Standard Responsibilities

• Comply and adhere to the Rosewood company policies.

• Take on other tasks in addition of the ones stated, in a reasonable framework.

• Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.

• Model the company’s culture, vision, mission and core values at all times.

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and associates, unless otherwise stated.

Health & Safety

• Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.

• The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.

• Report any defects in the building, plant or equipment according to hotel procedure.

• Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.

• Attend Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.

• Be fully conversant with:

o Regulations

o Risk Assessments for your depa1tment

o Hotel Fire & Bomb Procedures

Other

• The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a tempora1y or permanent basis, as appropriate.

• As the hotel’s level of business varies considerably, there is a need for :flexibility in attitude, approach and working hours.

Tagged as: Hotel & Hospitality