The Housekeeper assists the Assistant Executive Housekeeper in the operation of the guest floor section and/ or the designate area. This role acts as the Assistant Executive Housekeeper in his/ her absence.
What will I be doing?
As the Housekeeper, you will be responsible for performing the following tasks to the highest standards:
- Work closely with the Front Office team to ensure correct room status at all times.
- Maintain good working relationship and communication with other departments.
- Ensure the work at guest floor areas are according to the department’s procedures and that guest floor areas are clean and well maintained.
- Deliver high quality service to guests.
- Perform daily room allocation; ensure the rooms are assign out according to business need.
- Personally set up and inspect VIP rooms.
- Offer personalized service and assistance for regular and long stay guests.
- Ensure guests’ needs and reasonable requests are met.
- Seek opportunities to improve guest service consistently from guests’ comments.
- Take appropriate action to resolve guests’ complaints promptly.
- Ensure proper handling of lost and found items.
- Responsible for key controls of guest floors and the master key control.
- Supervise and control all guest floor operations, supporting and supervising the supervisors or attendants in their work, and provide assistance if required.
- Handle and record guest supplies including guest on loan items and conduct monthly inventories and related reports.
- Communicate with Food & Beverage department on minibars in guestrooms related, and ensuring food and beverages are safe for consumption.
- Supervise the daily attendance of team members and outsourced contractors.
- Submit monthly room cleaning credit reports for guest floor by team members and outsourced contractors.
- Train, motivate and evaluate team members work performance.
- Understand basic knowledge of hotel operating systems, to be able to perform daily tasks, assist guest inquiries and able to offer a first problem resolution to the guest.
- Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
- Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.
- Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective action has been taken.
- Adhere by the hotel’s policies and procedures, Hilton code of business conduct, the hotel’s team member handbook, security and emergency policies and procedures.
- Carry out any other reasonable duties and responsibilities as assigned.
What are we looking for?
A Housekeeper serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- Minimum of 3 years in supervisory positions in the Housekeeping department.
- Good written and verbal skills.
- Possess strong training, leadership and people management skills.
- Guest oriented and able to confidently build and exceed service standards.
- Strong interpersonal skills and possess an attention to details.
- Possess quality improvement skills.
- Good knowledge of all housekeeping areas, i.e. guest floor areas.
- Actively listen to others and build on good ideas.
- Effectively understand and utilize resources.
