Stateroom Attendant

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Responsible for the daily servicing and cleaning of guest staterooms on a prompt and professional basis, and in accordance with the company’s highest standards as outlined.

ESSENTIAL FUNCTIONS

Staterooms (Daily)

• Change bed linens on either “changing day” or as needed. Ensures all linen is fresh, clean and in good condition.
• Remake beds and replace furniture to original locale.
• Inspects (for damaged or soiled), removes, and/or replaces all printed items as needed; room service booklet, signage, laundry bags with order form, breakfast door menus, permanent collateral, tent cards, etc.
• Dusts the entire room, or as needed, including the dusting or polishing of electrical units and loose furniture.
• Vacuums the entire room or as needed.
• Cleans mirrors, chrome, glass, windows, window ledges, and other shinning surfaces.
• Collects all stray dishware and removes them if not needed.
• Restocks, resets, or removes any amenities as needed. Pays special attention to refilling the coffee and mini-bar setup.
• Collects all trash and removes it from the room. Clean and sanitizes the trash bins.
• Folds or stows any guest luggage, shoes, clothing, or possessions.
• Spot checks walls for marks.
• Spot checks carpet.
• Ensures the room smells properly. Uses air freshener daily or an atomizer to eliminate “odors”.
• Ice buckets: Refills at correct times throughout the day.
• Proper turndown service nightly. Ensuring bed is turned down, towels and bathroom is refreshed, glasses replaced, empty plates removed, the next day’s Freestyle Daily (other daily collateral and promotions are inserted) is placed at the foot of the bed, etc.
• When not in use, extra equipment must be correctly stored; pillows, bedspreads, luggage pads, life jackets.
• Sanitizes phones.
• Maintenance inspection:
• Reports any concerns to supervisor.
• If not fixed in 2 hours, reports to the Executive Housekeeper.
• All maintenance issues concerning the staterooms are to be treated as urgent, especially when reported by the guest.
• Responsible for maintaining and the control of mini bar inventory in accordance with NCL standard operating procedures.

Suites (Daily)

• Water, flowers and amenities replenished as needed.
• Hot tubs and special features cleaned.

Bathrooms (Daily)

• Cleaning of walls and ceiling.
• Cleaning of floors.
• Cleaning of toilet.
• Cleaning of drainage.
• Cleaning of shower curtain.
• Shinning of mirrors & chrome.
• Changing of towels (if necessary and in accordance with the environmental policy).
• Re-stocking of all paper products as needed.
• Re-stocking of all amenities as needed, including the shower/soap dispensers.
• Empties and sanitizes the trash bin.
• Air vents cleaned.
• Cleaning & sanitizing of shower heads in section. (Entire section to be done once a month and logged.)
• Cleaning & sanitizing of drains, toilet brush and holders (where applicable) in section. (Entire section to be done once a month and logged.)
• Exchanges used glasses for new sanitized glasses with stan-caps.

Hallways (Daily)

• Keeps hallways tidy, passable, and presentable by removing trash and dirty linen to back areas as needed, throughout the workday and at the end of each shift.
• Vacuums the hallways at the start and end of each shift.
• Spot carpets and walls as needed (Paying special attention to these areas on high traffic days, especially embarkation and disembarkation).
• Polishes stainless steel panels, keeping them free of handprints and smudges.

Staterooms (Weekly)

• Heavy cleaning of each stateroom. This includes:
• Dusting
• Underneath beds
• Sofa cushions
• Washing of light shades
• Cleaning of bulbs
• Washing walls
• Moving furniture
• Vacuuming carpets
• Washing air vents
• Picture frames
• Embarkation/Disembarkation Day: Cleans and sanitizes all drawers, closets, and shelves.

Suites (Weekly)

• Properly sanitizes hot tubs and special features at the end of each cruise.
• Shines and polishes metal ice buckets and stands.

Hallways (Weekly)

• Cleans ceilings and alleyways, ventilation and exhaust ducts.
• Bathrooms (Embark/Debark day)
• Completely sanitizes entire bathroom: This includes all surfaces inside and outside.
• Mirrors
• Chrome
• Holders/dispensers
• Vanity shelves
• Shelving in medicine cabinet
• Walls
• Floors
• Shower curtains
• Air vents
• Drains
• Toilets
• Assists with removal of all trash from staterooms and observes garbage separation procedures (at source).
• Removal of dishes/amenity deliveries to pantry box.

Supply Trolley

• Neat and tidy at all times.
• Stocked and ready for use.
• Chemical caddy is stocked, items are properly labeled, and the caddy is never left unattended.
• Ensures only NCL-issued chemicals and cleaning materials are used and that proper dilution of chemicals is followed.
• Trolley must never be parked on the handrail side of the hallway.
• Wheel locks must be used.
• Thoroughly cleans the supply trolley once a week.

Linen & Cleaning Lockers

• Ensures locker is kept clean, neat, organized, and follows the 5s concept. All shelves to be labeled properly.
• At the end of a shift, keeps clean & clear of unwanted items.
• Ensures preset par level of stock is maintained.
• Stocked and ready for use.
• Trolley properly stowed at the end of each shift.
• Responsible for requesting linen and towels from the Main Laundry.
• Ensures all cleaning equipment is cleaned at the end of every shift.

Special Duties

• Assists with cocktail parties, luggage handling to/from staterooms, embarkation duties, stateroom deliveries, and prompt laundry service as needed.
• Through the daily servicing of staterooms, provides frequent contact and service to guests in a warm, friendly and polite manner at all times and under all circumstances.
• Maintenance inspection: Reports any concerns to a supervisor. If not fixed in 2 hours, reports it to the Executive Housekeeper. (Note: All maintenance concerning staterooms is treated as urgent. Maintenance requests need immediate attention especially when requested by the guest.)
• Handles guest complaints and strives for early guest recovery.
• May be assigned to other job-related tasks by his/her supervisor.
• Checks the closed safes every disembarkation day upon arrival and reports to Supervisor.
• Checks lost & found items every disembarkation day and reports to the Supervisor.
• Deliver guest requests. (Service must be provided within 15 minutes, or guest must be informed of any delay in service.)
• Reports guest complaints and comments and the action taken to rectify the problem.
• Ensures proper control and maintenance of Company property.
• Controls costs by reducing waste.
• Provides assistance during collection and deliveries of luggage from/to the staterooms.
• Performs other duties as assigned by the Supervisor.
• Ensures all linens are sorted by terry, sheets, pillowcases, and “other.” Items are to be taken to the laundry in a timely manner.
• Ensures guest laundry is taken to and picked up from the “dry cleaners” promptly. Freshly pressed items are returned in a timely manner and correctly stored.
• Ensures the proper number and sizes of life jackets needed by the guests are readily available in the stateroom.
• Ensures all trash is sorted (at source) and disposed of properly.
• Daily service includes the immediate reporting of any maintenance required to a supervisor.
• Responsible for keeping informed of all activities and locations throughout the ship in order to answer guest inquiries promptly and accurately.
• Maintains the highest standards of cleanliness in all guest staterooms and surrounding areas, proper management system sorting (at source), entry to guest staterooms and reports any suspicious activity.
• Maintains the trolley, hallway, locker and pantry areas at all times in accordance with USPH and SEMS rules and regulations.

QUALIFICATIONS

• Intermediate to Advanced verbal and written level of English is required.
• Two years’ experience in a Hotel or related establishment is required; or two years’ experience in hotel related positions on board ships is required.

EDUCATION

• High School Diploma or Foreign Equivalent is required.
• Some related college education is preferred.

ATTRIBUTES

• Customer Service Oriented, Self-sufficient, Responsible and Well Organized
• Passionate about hospitality and customer service driven
• Must have a professional appearance and good hygiene
• Respect for all co-workers and guests
• Pride in your work by creating positive energy, excitement, and fun
• Able to work 7 days a week
• Demonstrate positive behaviors, smiling, being polite and courteous
• Able to develop a camaraderie with team members
• Ability to live in close quarters, share limited space with other cabin-mates

EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.