Casual Housekeeping Associate - Rooms

Celtic Manor Collection Job Description DEPARTMENT Housekeeping POSITION Housekeeping Associate -Rooms GRADE Casual REPORTS TO Housekeeping Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Senior Manager. POSITION OVERVIEW Either primary responsibility for cleaning and maintaining all assigned guest rooms/corridors, or a primary responsibility for cleaning and maintaining front of house, back of house areas. However, dependant on the needs of the business cleaning of any of the above areas if required. GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Resort Ambition and the Resort’s business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the resort’s Health and safety, Hygiene policies as well as all other resort policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. 5. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. JOB FUNCTIONS Communication Employees are encouraged to take a lively interest in the activities of the company and, should there be anything on which you have insufficient information or where you are unsure, should ask your immediate line manager. Employees are encouraged to ask questions and to speak to each other. Budgets Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. Standards Maintains an understanding of the standards set and expected for the Department and is responsible for the enforcement of these standards through associated job requirements. Controls Maintains an understanding of the controls in place that monitor performance of the Department. Structure Respects the organisational structure in place and the duties and responsibilities of all team members. Conducts yourself professionally and with respect for the professionalism of all other team members and the roles they play in achieving the departmental objectives. Team Ensuring you are trained in all relevant courses applicable to your position and remains passionate about achieving the ultimate internal/external customer experience. Delivery Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department. Responsible for all stock and the care and control of all professional equipment within your working environment. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Participates in monthly audits and checks on all equipment to verify its location and ensure its full, safe operation. Responsible for escalating any complaints to the Department Manager immediately, providing full details. Complies with housekeeping key issuing procedures. Under no circumstances are assigned keys to be given to other personnel or guests. Daily signs in with the Housekeeping Office, picking up daily assignment, keys, device and cleaning equipment. Ensures that cleaning box contain all supplies and materials necessary. Before starting work, checks that the maids’ trolley is properly packed according to standard and contains all materials necessary. Completes the shift cleaning schedules if assigned to back of house, front of house areas. Ensures that their allocated area including all lift, lift landing areas, front of house and back-of-house areas are cleaned, well maintained and kept properly. Ensures that all equipment and furniture are always treated with the utmost respect and care. Cleans all assigned check-out and stay over rooms according to CMR standard. Daily vacuums all assigned guestrooms, dusts and replenishes all supplies according to standard. Remove all room service trays and items are left in rooms and place on room service trolley. Reports all maintenance requests to Housekeeping supervisors. Reports guest complaints, enquiries and requests to the immediate senior person on duty Restocks house cleaner’s trolley by shift end without fail on a daily basis. All Hoovers need to cleaned daily and returned to supervisor. All pantries and back-of-house areas are to be left clean and well arranged on a daily basis. By shift end, assignment sheet, linen sheet, device and keys are to be returned to the HK-Office and attendance sheet needs to be signed out. Enters guest rooms according to CMR standard: knocking 3 times and firmly says: “Housekeeping, good morning/afternoon”. Waits for guest answer by counting to 10 and then enters rooms quietly. When leaving an occupied guest room to go to pantry etc, room must be locked to ensure safety and security of all guest items. Door wedges must be used at all times when cleaning rooms to keep doors open. This policy is to be adhered to without fail. DND rooms are to be reported to the Floor supervisor if they cannot be serviced. Under no circumstances are DND rooms to be entered. Reports guests’ complaints, enquiries and requests to Housekeeping supervisor. Ensures that all guest corridors, lift landing areas and back-of-house areas are clean, well maintained and kept properly at all times. Ensures that all equipment, furniture and areas on guest floors are treated with the utmost respect and care at all times. Reports any unruly guest, member of staff or any other unusual occurrences immediately to the Housekeeping Office and/or Supervisor. Reports sick or unwell guests or members of staff immediately to Housekeeping Office/Floor Housekeeper. In case of damages to guest rooms (i.e. broken furniture, lamps, sick, bedwetting, burned/abused bedcovers etc.), missing (stolen) inventory or any other unusual abuse, Front Office and supervisor have to be contacted immediately to be able to lever correct charges to guests for such damages. Ensures that all Lost and Found property left behind by guests is handed in daily to the Housekeeping Office filling out correct forms. Important documents or valuable items have to be brought to the supervisor attention immediately. Ensures that all soiled linen is handled correctly and no linen or bedding is thrown onto floors and that no items, other than linen, is thrown down the linen chute. Adheres to very strict rubbish waste disposal on all floors and areas. If chutes are in-operable, rubbish must be left tidy at back of house for the porters to collect and take down at end of shift. Working in non-bedroom areas the waste has to be brought down to waste collection area and disposed of correctly in assigned bins, following recycling policy Ensures that all split beds are put back in the correct manner if returned to king size status. Makes all beds according to standard using correct size and type of linen as well as correct quality/type/quantity of pillows and duvets. Ensures that all damaged/pre-soiled linen is put into designated bags and that these bags are given to the laundry on a daily basis to be able to deduct this linen from rental charges. Reports to Supervisor all carpets and furniture that requires professional cleaning. Performs related duties and special assignments as and when required. Cleaning Procedures in Bedrooms Before entering guests' room, knock door, say housekeeping in a polite and happy tone Open curtains and shears. Check wardrobes and drawers for any lost property. Remove all rubbish from bins etc Place dirty crockery in the bowl to soak Spray toilet, shower, sink and bath with all-purpose cleaner Strip bed and re-make with clean linen Using damp cloth, wipe all furniture and clean any glass tops with blue spray glass cleaner Damp dust dirty tray with damp cloth and replenish tea/coffee etc Wash crockery then buff dry and replace on tray Wash sink and surrounding area then buff dry with rags Wash shower cubicle including glass door, buff dry to a shine Wash bath and buff dry Wash toilet, place blue flip top toilet cleaner down the toilet and around the bowl, with a wet cloth wash outside of the toilet including the base, seat, also underneath of the toilet seat and buff dry. Using the toilet brush wash the inside of the bowl, then flush. When buff drying, ensure all chrome has been dried to a shine with no smudge marks Wash bathroom bin including the inside, also check bin bag Wash bathroom floor with wet cloth and buff dry Replace bathrobe on back of bathroom door Replenish toiletries and towels as shown in photographs Vac all carpet in bedroom and vac bathroom floor, ensuring no hair or debris has been left Finally check room is looking presentable to a 5* standard Training Responsible for attending all required training as scheduled. Leadership Maintains an understanding of the departmental objectives and contributes to a positive team environment, focussed on achieving the ultimate Department experience. Is present for all briefings and debriefs conducted by the Supervisor on duty. Team Building Responsible for contributing to team building sessions both within and outside the resort. Checking Contributes to the gathering of information as directed by the Department Manager including customer feedback, staff feedback, financial performance and any other as required. Evaluation Contribute to compiling periodic reports based on the checking process. Contributes to the analysis of information gathered and in proposing changes within the department. Innovation Supports the implementing of changes to ensure continuous innovations and improvements are made within the department.