Housekeeper

POSITION SUMMARY

Must have Japanese citizenship or Eligible work in Japan permit holder

Run sold room reports verify room status determine discrepant rooms prioritize room cleaning and update status of departing guest rooms. Assist Housekeeping management in managing daily activities. Act as a liaison to coordinate the efforts of Housekeeping Engineering Front Office and Laundry. Document and resolve issues with discrepant rooms with the Front Desk. Prepare and distribute room assignments to Housekeeping staff. Record monitor and update list of Do Not Disturb rooms. Ensure that vacant dirty rooms are cleaned by the necessary time and assign rush rooms and rooms previously on the Do Not Disturb list. Complete required Housekeeping paperwork.

Do Not Disturb
Do Not Disturb

Follow all company and safety and security policies and procedures; report any maintenance problems safety hazards accidents or injuries; complete safety training and certifications. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; thank guests with genuine appreciation. Ensure adherence to quality expectations and standards. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Speak with others using clear and professional language; prepare and review written documents accurately and completely. Enter and locate work-related information using computers. Stand sit or walk for an extended period of time. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Safety and Security

• Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
• Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).
• Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Use proper equipment wear appropriate personal protective clothing (PPE) and employ correct lifting procedures as necessary to avoid injury.
• Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company policies and procedures.
• Protect company tools equipment machines or other assets in accordance with company policies and procedures.

Guest Relations

• Address guests service needs in a professional positive and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP) to resolve issues delight and build trust.
• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Thank guests with genuine appreciation and provide a fond farewell.

Communication

• Speak to guests and co-workers using clear appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.
• Exchange information with other employees using electronic devices (e.g. pagers and two-way radios email).
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.
• Provide assistance to coworkers ensuring they understand their tasks.
• Prepare and review written documents (e.g. daily logs business letters memoranda reports) including proofreading and editing written information to ensure accuracy and completeness.

Assists Management

• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Stand sit or walk for an extended period of time or for an entire work shift.
• Enter and locate work-related information using computers and/or point of sale systems.
• Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

Housekeeping Protocol

• Complete required Housekeeping paperwork including reports worksheets activity logs and checklists.
• Contact Engineering At Your Service (AYS) Delighted to Serve (DTS) or Housekeeping office directly for urgent repairs.
• Respond promptly to requests from guests Front Desk or At Your Service requests.
• Request preventative maintenance or non-urgent repairs using appropriate method (e.g. Hotline Guestware Mystique MLR communication).
• Document and report outstanding issues that need to be handled to the manager/supervisor after shift is complete.
• Check with the appropriate source (e.g. Housekeeping office manager/supervisor) for additional assignments throughout the shift.
• Identify room assignments and type of cleaning required for each.

Housekeeping Coordination

• Close out house at the end of shift to ensure assigned rooms were cleaned and communicate issues to next shift.
• Verify room status listed on report determine discrepant rooms prioritize room cleaning and update status of departing guest rooms.
• Communicate additions or changes to the room assignments to Housekeeping staff as they arise throughout the shift.
• Assist Housekeeping management in managing daily activities of Housekeeping and Laundry.
• Act as a liaison to coordinate the efforts of Housekeeping Engineering Front Office and Laundry.
• Check and resolve issues with discrepant rooms with the Front Desk (e.g. guest was scheduled to check out but bags were found in the room).
• Prepare and distribute room assignments to Housekeeping staff.
• Coordinate VIP service to ensure VIPs needs are met throughout the stay.
• Record monitor and update list of Do Not Disturb rooms.
• Run reports to determine how many rooms are sold for each day including the number of arrivals departures and vacant ready rooms.
• Document discrepant rooms and submit to Front Desk Manager or Accounting.
• Assign rush rooms and rooms previously on the Do Not Disturb list to Housekeepers as they occur.
• Communicate with Housekeepers throughout the day to ensure that vacant dirty rooms are cleaned by the necessary time.

CRITICAL COMPETENCIES

Analytical Skills

• Learning
• Decision-Making

Interpersonal Skills

• Team Work
• Customer Service Orientation
• Diversity Relations
• Interpersonal Skills

Communications

• Listening
• Communication
• English Language Proficiency
• Telephone Etiquette Skills
• Form Report and Log Completion
• Applied Reading

Personal Attributes

• Dependability
• Integrity
• Positive Demeanor
• Presentation
• Stress Tolerance
• Adaptability/Flexibility
• Safety Orientation
• Iniiative

Organization

• Time Management
• Detail Orientation
• Multi-Tasking
• Planning and Organizing

Physical Abilities

• Visual Acuity