JOB SUMMARY
- Welcome and acknowledge all guests according to quality assurance expectations and standards. Anticipate and address guests service needs, thank guest with genuine appreciation.
- To provide valuable assistance to the housekeeping team, particularly in managing the timely pick-ups and delivery of guest requests. To offer support to the pool and fitness centre operations as needed, ensuring smooth functioning and exceptional guest experiences.
JOB DUTIES AND RESPONSIBILITIES
Guest Assistance:
1. Respond to guest requests and inquiries promptly, providing exceptional customer service.
2. Attend to a wide range of guest requests, including but not limited to extra beds, baby cribs, shoe shine service, towels, and bathroom and bedroom amenities.
3. Assist the housekeeping team by providing support as required. This may involve tasks such as moving beds and furniture, delivering non-feather bedding, or assisting with hanging curtains.
4. Handle guest laundry pick-up and delivery requests efficiently.
5. Be able to perform basic cleaning task in guest room.
6. Ensure proper recording of daily guest loan items list and runner job list
7. Utilize the internal system to receive and complete tasks, ensuring accuracy and timely completion.
8. Provide assistance and support in all assigned duties within the Housekeeping department.
Supply Management:
1. Manage the inventory of the store, ensuring proper stock levels and organizing regular inventory checks to maintain adequate supplies, and report any shortages to the supervisor.
2. Prepare stock for housekeepers with necessary cleaning supplies to top up trolley.
3. Ensure the cleanliness and organization of the general store, maintaining a tidy and sanitary environment.
Common Area Maintenance:
1. Provide coverage for pool area and gym duties, including tasks such as replenishing towels and amenities, cleaning restrooms and showers in the fitness and pool areas, sanitizing all surfaces, and emptying trash bins as required by the operational needs
2. To control all Fitness Centre linen according to the department operation procedures
3. To report and follow-up with any maintenance, repairs or defects issues of the equipment and facilities to Engineering department
4. Record all maintenance and cleaning into daily checklist accordingly and accurately
Guest Relations:
1. Address guests’ service needs in a professional, positive and timely manner
2. Thank guest with genuine appreciation and provide fond farewell
3. Provide assistance to individuals with disabilities, including assisting visually, hearing or physically-impaired individuals within guidelines (eg, escorting them when requested, using words to explain an actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phone)
4. Actively listen and respond positively to guest questions, concerns and requests using brand or property specific process (e.g. LEARN, PLEASED, Guest Respond, LEAP) to resolve issues, delight and built trust
5. Welcome and acknowledge each and every guests with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible. Maintain accurate records of members and guest flow
6. Anticipate guests’ service needs, including asking questions of guests to better understanding their needs and watching/listening to guest preferences and acting on them whenever possible
7. Address guests service needs in professional, positive and timely manner
8. Assist other employees to ensure proper coverage and prompt guest service
9. Engage guests in conversation regarding their stay, property services, and area attractions/offerings
Communications & Working with Others:
1. Speak to guests and co-workers using clear, appropriate and professional language
2. Discuss work topics, activities or problems with co-workers, supervisors or managers discreetly and quietly, avoiding public areas of the property
3. Partner with and assist others to promote an environment of teamwork and achieve common goals
4. Support all co-workers and treat them with dignity and respect
5. Develop and maintain positive working relationships with other employees and departments (e.g. Housekeeping, Laundry, Pool Grill etc.)
Facilities Safety:
1. Observe activity in the guest floor, GYM locker and Pool and respond appropriately in accordance with LSOP in the event of an emergency
2. Provide assistance to injures guests until the arrival of emergency medical services
3. Be aware of possible situations where guests are not able to safely participate in an activity and inform supervisor/manager
4. Follow company policy and procedure when handling children and improper usage of facility. (e.g. waiver forms)
5. Complete and certifications/training required by local law or manufacturer to instruct guests/clients on the use of equipment. (e.g. CPR, First Aid)
Safety:
1. Report work related accidents, or other injuries immediately upon occurrence to Manager/Supervisor
2. Follow company and department safety and security policies and procedures to promote a clean and safe environment
3. Maintain awareness of unsafe work procedures or conditions and/or report them to Management/Loss Prevention personnel
4. Complete appropriate safety training and certifications to perform work tasks
5. Follow property specific procedures for handling emergency situations (eg. Evacuations, medical emergencies, natural disasters)
6. Follow policies and procedures for safe operation and storage of tools, equipment, and machines
7. Maintain awareness of suspicious activity and report to a Manager/Supervisor
8. Use proper equipment, wear appropriate personal protective clothing (PPE) and employ correct lifting procedures, as necessary to avoid injury
9. Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens etc, including MSDS
General:
1. To follow company and department policies and procedures
2. Protect the privacy and security of guests and co-workers
3. Protect company tools, equipment, machines or other assets in accordance with company policies and procedures
4. To report for duty punctually and ensure uniform, nametags and personal appearance are clean, hygienic, professional and in compliance with company standards
5. To attend meetings and trainings as and when required. Giving constructive feedback and opinion
6. Contribute ideas for improvements
7. To support and participate in hotel initiated activities
8. Flexibility in shift work schedules
9. Any other duties as may be assigned from time to time
JOB REQUIREMENTS
- A minimum 'O' level education
- At least 1 year of relevant experience in handling Housekeeping runner duties & Housekeeping of pool area duties
- Great customer service skills
- A great teamplayer
- Able to start work within short notice period
