Job Description

The Role

• To take time and get to know the guests and to be committed to service excellence.
• To provide service that is sincere, warm and enthusiastic, ensuring the guests’ satisfaction.

Key Deliverables and Responsibilities

Planning & Organizing:

• Plan cleaning schedule according to the Room Status Sheet allocation.
• Ensure Housekeeping trolley is stocked daily in a neat and organised manner.
• Maintain strong knowledge of the local area to ensure you are equipped to answer guest enquiries and provide accurate directions

Operations:

• Have a thorough understanding and knowledge of Rooms related service and product.
• Ensure that the Place of Work and surrounding area is kept clean and organized at all times.
• Monitor operating supplies and reduce spoilage, breakage and wastage.
• Keep all keys signed out in a secure manner and return them at the course of duty.
• Hand over to the Team Leader / Asst. Manager Housekeeping all Lost & Found items with full and detailed information
• To have a complete understanding of the different cleaning products and their economical use.
• Have a complete understanding of Housekeeping cleaning tools such as vacuum cleaners and floor polishers and ensure they are used as directed, stored safely and any breakages reported to engineering promptly.
• Move and position cleaning trolley in the corridor as per resort standards, ensuring a safe and hazard free corridor.
• Ensure all rooms, and public areas (including offices) of the hotel are cleaned as per the hotel standard.
• Ensure safe lifting techniques are used at work
• Report in-room safe issues as per resort standards and policies.
• Have thorough knowledge of the layout of the guest rooms and corridors, and all HK storage spaces with what they hold.
• Attend daily briefings.
• Attend training as scheduled
• Follow the grooming standards and maintain a friendly and cheerful disposition all the times.
• Handle guest complaints by listening and taking notes then report to Supervisors.
• Use the guest name all the time
• Report any unusual occurrences or requests to a Supervisor.
• Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time.
• Ensure an efficient handover at the end of every shift to ensure important information is passed on
• Be familiar with all related company documentation and especially with the relevant Operational Standards Manual for the department.
• Always be polite and patient especially when a guest has communication problems due to the language.
• Handle guest items with care and responsibility and don’t underestimate any value.
• To generally promote and ensure good inter-departmental relations.
• To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and team.
• To have a complete understanding of and to adhere to Accor Policies relating to Fire, Hygiene, Health and Safety.

Administration:

• Use the duty shift checklists to ensure tasks are completed

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel’s policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel’s emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotel’s commitments to the “Environment Charter” of sustainability program (saving energy, recycling, sorting waste etc).
• Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.