Room Attendant

4 months ago

London, United Kingdom The Rathbone Hotel Full time

Housekeeping Room Attendant

Scope of Work

To maintain high standards within the Housekeeping department as defined by the department’s Operating standards

To ensure guests’ needs are met and exceeded in a professional and friendly manner, ensuring total guest satisfaction.

Report To

Head Housekeeper / Floor Supervisors

Main Duties

Operational Responsibilities

Guest Service
- To ensure that all the guests receive excellent customer service in accordance with hotel standards.
- To ensure all tasks/responsibilities delegated to you are actioned daily.
- Build the necessary skills to perform and organise your duties in the most efficient and proactive manner, therefor providing attentive and prompt service.
- Ensure a speedy telephone and message service at all times, ensuring no more than three rings at all times.
- To be demanding and critical to service standards as well as hygiene standards.
- To constantly aim to please our guests with a ‘can do’ approach.
- Project professionalism, friendliness, and helpfulness.
- To maintain a general atmosphere of tranquillity in the department, never giving the impression that there is a problem.
- Manage guest queries in a timely and efficient manner
- Learns guest names and personally recognise our regulars
- Courteous when passing or seeing Guests or Hotel Team members saying - Good Morning/Afternoon or Evening

Product
- To verify constantly that our offerings in all aspects is consistent with the hotel standards.
- Ensure & Maintain cleanliness in all delegated areas.
- To report any maintenance issues in the workplace to your manager and maintenance.
- Be knowledgeable of all the SOP’s, Risk Assessments, COSHH, Hygiene standards, products and services that the hotel provides, projecting confidence and professionalism.
- Cleaning and disinfecting Bedrooms and Public Areas as per the hotel’s Standard Operating Procedures
- Ensure correct linen is used as per Hotel Standards
- Ensuring no damage to Hotel property when cleaning, paying attention to avoid stains, rips, and hairs
- To handle Guest belongings with care
- To replenish customer supplies and accessories as per the hotel’s Standard Operating Procedures
- Ensure bed base, encasement and pillow protectors, duvet inserts, pillows blankets, curtains, bed throws, cushions etc are clean and free from stains
- Respond to Guest enquiries and complaints promptly and report to Housekeeping Team Leader or Head Housekeeper
- Ensure all Linen cupboards are closed, and work equipment and Chemicals are used according to the correct procedures
- To carry out any reasonable duties and responsibilities as assigned and action all reasonable requests in a timely manner.
- Assists in any housekeeping requests
- Using and maintaining equipment appropriately
- Clean and disinfect public areas using the correct cleaning equipment and cleaning materials
- Ensure correct procedures are undertaken when using machinery and faults reported to your supervisor
- Ensure surfaces (including front doors, floor coverings, furniture, and toilet appliances) are clean
- Store cleaning equipment correctly and safely after use
- To ensure public areas are cleaned and disinfected as outlined in relevant Standard Operating Procedures
- To ensure public restrooms are cleaned and disinfected every 2 hrs during your shift
- Security procedures of linen storage areas
- Maintaining strict control of keys
- Ensue that the Lost and Found procures is being adhered to

General
- Report to your manager at the end of every shift when she/he is on duty. Ensure all duties have been completed.
- Assist in other areas of the hotel and its other properties as instructed
- Attend and participate in team meetings and training sessions
- Assist Team with spring clean and moving furniture
- Use hazard warning signs as and when required
- Wear protective clothing as and when required
- Ensure all products are replenished
- Ensure all rubbish, waste and recycling are separated and disposed of safely
- To report any lost and found according to the lost & found procedures
- Maintaining a safe environment for colleagues and guests
- Knowledgeable and Comply with all Statutory Regulations:
- fire and emergency procedures
- Hygiene regulations
- Health & Safety regulations
- safe lifting and carrying techniques
- manual handling
- use of protective clothing
- use of hazard signs
- use of detergents and cleaning products
- maintenance procedures and quality control
- Security procedures
- Be an excellent people person, showing respect for customs and culture.
- Proactively assist other departments where necessary and maintain good working relationships
- Any other procedure that are subsequently added by management

Personal Qualities
- Personal presentation, punctuality, and initiative.
- Customer care
- Effective communication
- Team player
- Flexibility regarding working arrangements
- **This Job description is intended to describe the general nature

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