1. Maintain complete knowledge of and comply with all departmental, division and hotel policies, procedures, and standards.
2. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
3. Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
4. Always maintain positive guest relations.
5. Resolve guest complaints, ensuring guest satisfaction.
6. Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
7. Maintain complete knowledge at all times of status of hotel room count, group arrival, VIP’s, special events and job responsibilities of staff.
8. Ensure that assigned staff reports to work and clocks in properly. Document any late or absent associates in accordance with hotel policies.
9. Document call offs and replace for any shift.
10. Coordinate breaks for assigned staff.
11. Prepare and distribute assignment sheets to assigned staff and review priorities.
12. Assign designated keys, radios, and beepers to assigned staff. Maintain accurate record of such and ensure security of keys.
13. Communicate additions or changes to the assignment sheets as they arise throughout the shift.
14. Inspect guest rooms, guest corridors, elevator foyer area, vending area, service area including linen closet, staff restroom and storage area, dry-cleaning and laundry areas.
15. Check all staff for proper work attire/grooming.
16. Check all equipment used by direct subordinates for proper supplies, neatness, cleanliness and mechanical problems. Instruct designated personnel to correct deficiencies.
17. Inspect public areas/bathrooms, restaurants, spa, pool area, offices and service areas after being cleaned by respective personnel, using designated checklists. Directly contact respective personnel and relay any deficiencies to be corrected.
18. Assist staff with their job functions where needed to ensure optimum cleanliness and service standards for guests.
19. Complete work orders for maintenance repairs and submit to Engineering directly for urgent repairs.
20. Accommodate guest requests for items or additional supplies expediently and courteously. Follow up on delivery and return of all such items.
21. Conduct training of staff as assigned.
22. Provide feedback on staff performance to manager. Report disciplinary problems to manager and participate in the counseling of employees.
23. Document pertinent information in department logbook.
24. Properly clock out staff making any adjustments needed.
25. Enforce safety standards.
26. Stock all housekeeping areas with supplies.
27. Contact outside services if necessary.
28. Operate within budget guidelines.
29. Maintain employee morale and low turnover.
30. Complete all paperwork and closing duties before leaving. Review status of assignments and any follow-up action with on-coming manager and/or supervisor.
31. Conduct daily shift meetings.
32. Coordinate special projects.
33. Review all out of order rooms daily with respective departments to determine most current status and re-confirm estimated date of return to inventory.
