House Keeping Team Member - Holiday Inn Express

Job Requirements

This is an excellent opportunity for highly motivated team members who want to join an innovative, creative and work for a growing company. The ideal candidate will have demonstrated the ability to drive customer service satisfaction, maximize room revenue and occupancy, exhibit good customer service skills and provide an environment where team members can achieve high customer service scores.

Education

• Must have past experience in dealing directly with the public and acquired a general knowledge of basic customer service skills.
• Must have a working knowledge of oral English.

Experience

• Prior Guestroom Team member (Room Attendant/Laundry) experience in similar hotel/brand is preferred
• Brand experience is recommended
• Special consideration will be given to those who exhibit exemplary performance.

Technological Proficiency

• Basic computer knowledge will be preferred but not required
• Competency in email and electronic communication is preferred but not required

 Skills Sets

• Communication Skills & Techniques
• Personal Productivity
• Time management skills and techniques
• Interpersonal effectiveness
• Personal effectiveness
• Personal control
• Communicate customer feedback in a timely and accurate manner

Physical Requirements

• Must be able to work well in stressful, high-pressure situations including the ability to communicate guest complaints/situations to supervisor.
• Must maintain composure and objectivity under pressure
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, "owning" and solving problems as necessary.
• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Comply and encourage safe and efficient hotel operations.
• Maintain a friendly and warm demeanor at all times.
• Have knowledge and understanding of department policies and procedures required for the job position.
• Maintain strong working relationships with other team members
• Long hours are sometimes required.
• Medium work- exertion up to 30 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects
• Ability to stand for long hours at a time.
• The team member will be crossed trained in laundry and facilities functions and may be scheduled to perform these functions.
• Greets customers in a friendly manner at all times.
• Courteously answers guest inquiries or directs them to the correct department/team-member who can satisfactorily answer the inquiries.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on the telephone.
• Performs jobs requirements in a timely manner and according to hotel/brand standards.
• Controls and maintains inventories of supplies and amenities assigned.
• Performs other duties as assigned, requested or deemed necessary by management.

Mental Requirements

• Must be able to convey information and ideas clearly
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must be effective at listening to, understanding and clarifying concerns and issues raised by associates and guests.

 Skills and Qualities

• Attention to detail.
• Customer skills
• Problem-solving skills

 Working Conditions

• Will be required to work nights, weekends and holidays.
• Will be required to work in a fast-paced environment.
• Long hours are sometimes required.

Physical/Cognitive Activities

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

 A significant portion of time will be spent listening and speaking to guests and team members. Strong problem-solving skills will be used. This person will need to have strong speaking, reading and writing skills to ensure effective communication throughout the shift.

 For effective communication and information exchange, this person also must utilize a computer. This is usually done while sitting down and typing.

Primary Objective of Position

 To maximize guest satisfaction by providing neat and clean guests rooms in accordance with standards of the Pinnacle Hospitality

 Understands and implements Pinnacle Hospitality's Pledge (Mission), Values and culture at all time

 Major Areas of Accountability

1.      Meets and exceeds guests and team member expectations by providing service and teamwork

• Provides value-added service to guests by doing whatever reasonable and possible to meet or exceed guests’ expectations
• Communicates effectively with guests, co-workers, and supervisors
• Demonstrates teamwork by cooperating and assisting co-workers as needed
• Handles difficult situations effectively
• Meets service standards
• Performs other duties as required to provide service and teamwork
• Appearance is always neat clean and positive

2.      Ensures guests satisfaction by cleaning guests rooms daily according to operational policies and standards

• Removes soiled bed and bath linens and replaces with clean linens as required
• Removes accumulated trash and debris from the room as required
• Cleans bathroom area
• Dust all surfaces
• Replenishes promotional materials and literature
• Replenishes room amenities
• Vacuums rooms as required
• Reports unusual circumstances to the Housekeeping Department
• Reports maintenance requests and replacement orders
• Turns in articles left in rooms to Housekeeping office for "Lost and Found" handling
• Leaves all guests belongings in stay over rooms unless they have been discarded in the trash

3.      Maximizes job efficiency and a neat, orderly appearance by maintaining supply cart and vacuum cleaner

• Stocks supply cart correctly
• Places cart and vacuum cleaner
• Replaces and/or empties vacuum cleaner bag daily
• Cleans cart and vacuum cleaner on a regular basis

4.      Ensures quality and quantity of the contents of the linen closet by organizing and cleaning it

• Checks stock daily
• Notifies Housekeeping Department immediately if any stock shortages exist
• Pulls any damaged or rewash linen and returns them to the Housekeeping Department

5.      Ensures safety and maximum security

• Secures the locks on linen closets and linen chute doors
• Reports all "Do Not Disturb" or bolted door rooms to Housekeeping department at the specified time

6.      Adheres to hotel policies and procedures

• Attends work on time as scheduled
• Follows hotel grooming and dress standards
• Minimizes safety hazards by following all safety rules and procedures and wears protective gear, clothing, and shoes
• Adheres to OSHA guidelines when handling hazardous liquids, chemicals, stains, etc

7.      Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance

8.      Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position

9.      Maintains a favorable working relationship with all other company team members to foster and promote a cooperative and harmonious working climate

10.      At all times projects a favorable image of the hotel and Pinnacle Hospitality.