Job Description

Appendix B



Room Attendant

Job Title:

Room Attendant

Department:

Housekeeping / Rooms Department

Reports To:

Housekeeping Manager



Summary

The Room Attendant will be responsible for participating with their team to execute excellent Housekeeping operations and exemplary guest satisfaction. The moment the guest steps into our hotel they walk into a genuinely memorable experience. Guests and your team will rely on you to ensure that all guest rooms and public areas are clean, sanitized and well cared for. As a team we will work together to anticipate every detail of a comfortable and memorable experience for our Guests. The Room Attendant has many opportunities to provide a warm and welcoming atmosphere that makes our guests feel at home.

Positioning Statement:

The Room Attendant professionally represents the hotel through the creation of a value based workplace environment where team mates and guests are treated in a fair, respectful and honorable manner.

Essential Day to Day Duties & Responsibilities:

Be the warm welcome that creates a memorable guest experience. Maintains a calm and welcoming demeanor while multitasking to handle guest interactions at the same time as daily tasks. Follows all company and brand procedures for the proper cleaning and sanitizing of guest rooms, public areas and work areas. Uses tools specifically designated to you for each area that you are responsible for cleaning. Meets all company and brand standards for cleanliness. Respects and care for all assets of the company that are required to deliver the guest standards in the Housekeeping department including and not limited to linens, housekeeping carts, cleaning products and tools, equipment, furniture and all inventory consumable by guests (shampoo, conditioner, toilet paper etc). Follows the designated procedure to report any concerns in regards to the maintenance of items that provide an impression on the guest or impact your ability to meet the designated standards for the position. Listens respectfully when guests have comments and/or complaints. Empathizes and works with the guest in an efficient manner to come to a resolution or loop in a supervisor or manager if necessary to ensure the guest has a satisfactory resolution. Is exemplary in regards to punctuality, integrity and work ethic. Attends and positively participates in all staff meetings. Stays safe all the time. Following our safety procedures, you will report all incidents and put safety first for yourself, your team mates and our guests. Follows established Company Policies and Procedures and have full knowledge of Emergency procedures. In consideration of safety follow all privacy protocols in regards to guest information, guest belongings and access to the guest and/or guest room. Takes pride in your appearance and position as a hotel ambassador. Follows all department uniform and grooming requirements. Always knows what events and activities are on the day's schedule in the hotel and neighbourhood. Jumps into other ad-hoc duties when your colleagues need your assistance. Communicates effectively and efficiently with all departments in the hotel to work together to deliver the most memorable experience to the guest. Maintains a healthy social workplace free from bullying or prejudice Knowledgeable of hotel property, amenities, area attractions and transportation. Adheres to all brand and company standards, policies and procedures.

Contacts:

(KEY individuals the Housekeeping Room Attendant regularly communicates with, frequency of contact and purpose of that contact)

Title Contact Frequency (e.g. 1x/wk) Purpose

General Manager Daily Daily pleasantries as well as when needed in the absence of the appropriate direct report interaction.

Direct Report Multiple times per day Discuss issues and find solutions, promote harmony, and team spirit.

Team Mates Minimum 1x/day To be visible and accessible to all team members.

Hotel Guests Often To connect with guests on a regular basis.

Knowledge/Skills/Abilities/:

Enthusiastic, attentive and approachable. Acts with a sense of commitment and integrity, lives with honor, desires success, strives for excellence, and is not to afraid of opportunities. Strong interpersonal and relationship building skills. Good strength, flexibility and endurance. Great sense of confidence and self worth. Able to work and move at a fast pace. Effective communicator. Remains calm under pressure. Effective multi-tasker with the ability to continuously reprioritize daily activities. Sense of humor. Maintains a workplace environment that understands and respects policies and procedures. Represents the hotel and the brand in a professional manner at all times. Actively participates in hotel and local community events. Desires ongoing professional development.

Certifications Required:

* Brand and company required training as outlined during on boarding and as identified throughout your employment.