Guest Service Associate (Housekeeping Attendant)

Key Deliverables and Responsibilities

Planning & Organizing:

1. Plan cleaning schedule according to the Room Status Sheet allocation.
2. Ensure Housekeeping trolley is stocked daily in a neat and organised manner.
3. Maintain strong knowledge of the local area to ensure you are equipped to answer guest enquiries and provide accurate directions

Operations:

1. Have a thorough understanding and knowledge of Rooms related service and product.
2. Ensure that the Place of Work and surrounding area is kept clean and organized at all times.
3. Monitor operating supplies and reduce spoilage, breakage and wastage.
4. Keep all keys signed out in a secure manner and return them at the course of duty.
5. Hand over to the Team Leader / Asst. Manager Housekeeping all Lost & Found items with full and detailed information
6. To have a complete understanding of the different cleaning products and their economical use.
7. Have a complete understanding of Housekeeping cleaning tools such as vacuum cleaners and floor polishers and ensure they are used as directed, stored safely and any breakages reported to engineering promptly.
8. Move and position cleaning trolley in the corridor as per resort standards, ensuring a safe and hazard free corridor.
9. Ensure all rooms, and public areas (including offices) of the hotel are cleaned as per the hotel standard.
10. Ensure safe lifting techniques are used at work
11. Report in-room safe issues as per resort standards and policies.
12. Have thorough knowledge of the layout of the guest rooms and corridors, and all HK storage spaces with what they hold.
13. Attend daily briefings.
14. Attend training as scheduled
15. Follow the grooming standards and maintain a friendly and cheerful disposition all the times.
16. Handle guest complaints by listening and taking notes then report to Supervisors.
17. Use the guest name all the time
18. Report any unusual occurrences or requests to a Supervisor.
19. Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time.
20. Ensure an efficient handover at the end of every shift to ensure important information is passed on
21. Be familiar with all related company documentation and especially with the relevant Operational Standards Manual for the department.
22. Always be polite and patient especially when a guest has communication problems due to the language.
23. Handle guest items with care and responsibility and don’t underestimate any value.
24. To generally promote and ensure good inter-departmental relations.
25. To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and team.
26. To have a complete understanding of and to adhere to Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety.

Administration:

1. Use the duty shift checklists to ensure tasks are completed

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotel's commitments to the "Environment Charter" of Planet 21 program (saving energy, recycling, sorting waste etc).
• Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.

Our Values

Our values are our common language, they drive us every day. Embodied in and flowing through our Heartist program, a symbol of our identity and culture, these values are the bedrock that binds us to the Group. They perpetuate and spread -beyond professions, persons, countries and cultures- the sense of hospitality and service, our strength and nourishment of the Group’s success worldwide.

Guest Passion

We obsess over our customers. Our guests are the driver of our decisions and our actions. We put them first, we care for them. We go the extra mile for them. We enjoy doing it.

Sustainable Performance

We believe that hospitality has the power to unlock a better tomorrow. We act for good to support & empower the communities in which we live and protect the planet that you visit.

Respect

We are connected with the world, and to others. We enjoy the mix of cultures. We are proud of our differences. We put you first and we value you, whoever you are. We care for the planet.

Spirit of Conquest

Our guests are globetrotters, and so are we. We want to be where they want to be. We explore, we initiate, and we develop. We are ambitious for our guests. We make the impossible possible, we have fun doing it.

Trust

Hospitality is a team sport, and we’re stronger when we trust and support each other. We believe in natural kindness, respect our differences and value all voices. We work as one team, to say what we do, and do what we say.

Innovation

We dare to challenge the status quo. We embrace innovation and challenge ourselves to do things better and faster. We take risks, dream the impossible and make it possible.