ABOUT OUR DEPARTMENT / TEAM
Housekeeping is an operational department in a hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and the surroundings.
THE IMPACT OF THIS ROLE
As a Housekeeping Associate - Floor is to ensure all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate and works in a supportive and flexible manner with other departments.
KEY RESPONSIBILITIES
Customer Service
· Delivers the brand promise and provides exceptional guest service at all times.
· Provides excellent service to internal customers as appropriate.
· Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner. Feedback guest complaints to Team Leader – Housekeeping/ Assistant Manager promptly.
· Maintains positive guest and colleague interactions with good working relationships.
Operational
· Checks and verifies room status report.
· Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
· Ensure that standards are maintained at a superior level on a daily basis.
· Use correct cleaning chemicals for designated surfaces, according to OSHA regulations and hotel requirements.
· Clean guest rooms by category priority.
· Transport cart with cleaning supplies, amenities and linens to assigned guest room and position securely.
· Service assigned guest rooms.
· Empty trash containers and ashtrays.
· Remove all dirty terry and replace with clean par to designated layout
· 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/damaged ones.
· Remove dirty bed linen and make up bed with clean linen.
· Replace laundry bags and slips.
· Clean closets and door tracks on check-out rooms, removing dust and debris. Ensure correct amount and. placement of hangers, extra blanket/pillow and luggage rack.
· Dust and polish all furniture.
· Realign furniture to floor plan.
· Open all drawers/doors in check-out rooms and remove items left by guest guests 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 supervisor.
· Remove all dust, debris and foreign particles from upholstered furniture including crevices and under cushions.
· Dust pictures, frames and mirrors.
· Remove dust and debris on television, VCR, clock radio, remote control and cable box.
· Set correct time on clock; correct TV channel; correct movie rental insert.
· Clean all lamps and light switches; check for proper working order.
· Remove dust, spots and smears from windows, ledges and frames.