Essential Job Functions:        

• Responsible to receive, log and handle guest and other telephone calls received to housekeeping. 

• Responsible for the daily preparation of the daily room assignments for GRAs and distributes keys/radio/pagers as appropriate.

• Responsible for checking daily arrivals, departures & VIP reports.  Liaise with the Rooms Controller on special requests and forward to Supervisors as appropriate.

• Responsible for constantly checking the computer system throughout shift for an update of check-out rooms.  Ensuring that there is a stream of “Vacant-Inspected” rooms being returned to the Front Desk, and their requests are being met.

• Spot check uniform standards and appearance of all Housekeeping staff reporting to duty.

• Responsible for checking occupancy levels on a daily basis to ensure full coverage and inform Housekeeping Management of any shortages and overages.

• Responsible for logging all lost property as per Lost & Found procedures.

• Responsible to log all staff tardiness, sickness and absenteeism and inform Housekeeping Coordinator and management.

• Responsible to check that all staff accurately follow key, radio and pager procedures, and all records are correct and up to date.

• Liaise with Maintenance and Rooms Controller regarding maintenance rooms, informing Housekeeping Supervisors of scheduled work and progress.

• Responsible for maintenance calls from all departments and guests, ensuring they are logged and entered in Hotsos system. 

• Responsible to continually update Housekeeping management on daily operation.

• Responsible for tracking all laundry/dry cleaning and rollaway rentals.

• Responsible for handling all requests and complaints (internal and external guests) with immediate action and through follow-up.

• Assists Housekeeping Management in administrative work as directed.

• Takes ownership of situations or tasks by fully understanding the issue, asking for help when needed, communicating progress, and delivering results effectively and efficiently.

• Follow the lead of Assistant Executive Housekeeper and accept any additional tasks and assignments deemed necessary.

Qualifications:          

• Minimum one-year customer service experience preferred with ability to provide courteous friendly and efficient service to all guests every time is required.

• The ability to ensure an efficient, organized tracking system for guest calls, lost and found items, and the relevant software systems for the maintenance reporting.

• Must possess excellent communication skills, a positive attitude, attention to detail, and ensuring guest and staff requests are completed as quickly as possible.

• Ability to express oneself in a professional, clear and concise fashion.  

• Ability to properly use all forms of the department ensuring they are legible and understandable.

• Knowledge of Housekeeping Operations is necessary. 

• Knowledge of computers and typing skills are essential.

• Minimum 1 year experience with Microsoft Excel, Word and Outlook

• Must be familiar with AS400 LMS System

• Must have a good understanding and working knowledge of chemical and cleaning supplies and techniques/equipment, including MSDS, OSHA guidelines would be beneficial. 

• Must be able to converse, understand, read, and write in English. 

• Must be able to calmly handle all situations. 

• Must be motivated, reliable, flexible, and able to multi-task in a fast-paced environment

• Must demonstrate a sense of urgency in receiving and reacting to all guest requests and complaints.

• Must be willing to work any day of the week and any shift when required. 

• Must be able to get along well with co-workers and work as a team. 

• Must be able to meet the attendance guidelines of the job and adhere to all departmental and company policies.

• Must be dressed in issued uniform while on the clock.

• Must present a contemporary professional image in compliance with appearance guidelines, as set in the Team Member Handbook policies and procedures.

• Bilingual skills in the Spanish language helpful.

Work Environment and ADA Requirements: 

• Must be able to sit for at least four hours at a time. 

• Must be able to work independently. 

• Must be able to lift up to 10 pounds. 

• Must be able to concentrate for long periods of time and be able to remember specific details. 

• Must be able to respond calmly in crisis and stressful situations. 

• Must be able to respond calmly when handling guest conflicts.  

• Must be able to operate a computer, photocopy machine, fax machine, 10 key adding machine.