Consistently offer professional, engaging and friendly service.
Create a welcoming atmosphere for visitors and guests during their stay
Maintain a high level of professionalism in all aspects of job performance.
Guide guests and answer questions as needed
Lead and supervise the day-to-day operation of the department to ensure service standards are followed
Supervise the activities and lead a team of Room Attendants to achieve our high standards of cleanliness and luxury
Assign duties and inspect work to ensure compliance with prescribed standards of cleanliness.
Deliver daily briefings with the Room Attendant team, highlighting VIP's and setting daily initiatives
Monitor inventory of cleaning supplies and equipment, report to management any shortage of inventory.
Respond to guest requests, complaints, and inquiries promptly and professionally.
Conduct regular inspections of guest rooms and public areas, Room Attendant carts, stairways, Guest Corridors, to ensure compliance with Forbes cleanliness standards and hotel policies.
Ensure Room Attendants are informed daily about priorities in their section
Coach and Train Room Attendants, throughout the daily operations, providing feedback to enhance quality of their work
Handle Guest concerns and react quickly, logging and notifying the proper areas.
Participate in the talent management process such as training, re-training, coaching, counseling, and disciplinary action.
Monitor staff on the proper use of chemicals and equipment.
Inspect Room Attendants work performance within on a daily basis to ensure the standards and productivity levels are being met and maintained.
Assist in inspecting all VIP rooms and report their availability to the Front office, according to hotel standards.
Oversee the closing of the floors at the end of the day, ensuring the Room Attendant carts are brought down for stocking.
Ensure records of daily assignments are completed, signed off and turned into Housekeeping office on time.
Collaborate with other departments, such as Front Office and Engineering, to ensure seamless guest experiences.
Report any faulty equipment, linen shortages, maintenance needs, safety hazards and other problems immediately to engineering.
Follow through on each work order until completed.
May be required to clean rooms as business needs or as instructed.
May assist with taking inventories of Cleaning supplies, Guest Supplies and Linen.
Sign in and out master keys daily
Maintain proper usage of cleaning supplies and equipment
Update and record all cleaned rooms
Communicate all changes, discrepancies, late check-outs and do not disturb signs to the office team in a timely manner, update room assignments as needed via – Alice device.
Maintain all brand and quality luxury service standards
Maintain consistency in accordance to Forbes/LQA and Fairmont standards
Conduct self-audits of standards and participate in the feedback review of audits.
Approach all encounters with guests, colleagues and members in a professional and personalized manner
Ensure a safe working environment is maintained at all times and that all colleagues are committed to working safely
Ensure confidentiality of all guest sensitive information at all times.
Follow departmental policies, procedures and service standards
Follow all safety and sanitation policies, including wearing appropriate PPE
Comply with hotel security, fire, health and safety regulations
Maintain all housekeeping areas organized and well presented
Report, turn in all lost and found items in a timely manner according to established procedures.
Set up and organize workstation with designated supplies and equipment.
Restock work areas for the next shift as assigned.
Replenish supplies and equipment as needed during the shift.
Monitor and control supplies and amenities, and minimize waste within all areas of housekeeping.