Job Description

• Guest Order Management: Receive and record housekeeping requests from guests, such as additional linens, towels, toiletries, or other housekeeping services, ensuring accuracy and efficiency.
• Communication with Housekeeping Team: Relay guest orders to housekeeping staff and follow up to ensure that requests are fulfilled promptly and to the highest standard.
• Service Coordination: Work closely with housekeeping attendants, supervisors, and other departments to ensure smooth delivery of housekeeping services to guest rooms and public areas.
• Inventory Management: Monitor and update inventory levels of housekeeping supplies and amenities, ensuring that stock is maintained and requests can be fulfilled without delay.
• Guest Interaction: Maintain a professional and friendly demeanor when interacting with guests, assisting them with their specific needs and responding to any special requests.
• Order Documentation: Accurately document all guest requests and ensure that proper records are maintained for reference and follow-up.
• Complaint Resolution: Address guest concerns or complaints regarding housekeeping services, escalate issues when necessary, and ensure timely resolution.
• Coordination with Other Departments: Work with the Front Office, Food & Beverage, and Maintenance teams to coordinate any special requests or requirements related to housekeeping services.
• Reporting: Provide daily reports on the status of housekeeping requests, orders, and any issues or concerns that need to be addressed.
• Sustainability & Waste Management: Promote and follow eco-friendly practices, minimize waste, and support the hotel’s sustainability goals.

Qualifications

• Education: High school diploma or equivalent preferred.
• Experience: Previous experience in a customer service or housekeeping-related role is an advantage.
• Customer Service Skills: Excellent communication skills and a professional, friendly approach when interacting with guests and colleagues.
• Organizational Skills: Strong attention to detail and ability to manage multiple orders and requests efficiently.
• Teamwork: Ability to collaborate with housekeeping, front office, and other departments to ensure guest satisfaction.
• Problem-Solving: Ability to handle guest requests or concerns with a proactive and solution-focused approach.
• Time Management: Ability to prioritize tasks and manage time effectively to meet guest expectations.