Guest Room Attendant
Department: Housekeeping
Scope of Responsibility:
Clean guestrooms as assigned ensuring the property’s established standards of cleanliness. Responsible for reporting any maintenance deficiencies and handling guest requests or complaints per brand standards.
Ensure the confidentiality and security of all guest rooms.
REPORTS TO: Director of Housekeeping
Team Member Handbook:
All employees must completely understand the requirements of their job. Prior to being assigned to the position, a complete understanding of the Apollo Hospitality Firm’s Team Member Handbook is necessary since the person holding this position will be subject to the rules and regulations listed in the Handbook.
At each of our properties we want our guests to relax and be themselves which means we need you to:
• Be you by being natural, professional and personable in the way you are with people
• Get ready by taking notice and using your knowledge so that you are prepared for anything
• Show you care by being thoughtful in the way you welcome and connect with guests
• Take action by showing initiative, taking ownership and going the extra mile
WORK ENVIRONMENT
Guestrooms, guest and service corridors; offices and work areas; grounds, lobby and all other areas of the property, interior and exterior.
Position involves working:
• Under variable temperature conditions (or extreme heat or cold).
• Under variable noise levels.
• Outdoors/indoors.
• Around fumes and/or odor hazards.
• Around dust and/or mite hazards.
• Around chemicals.
• Around biohazards.
KEY RELATIONSHIPS
INTERNAL: Staff in housekeeping, laundry, maintenance, front desk, and management.
EXTERNAL: Hotel guests and visitors.
ESSENTIAL JOB FUNCTIONS
Desirable:
• Maintain complete knowledge of and comply with all hotel and departmental policies, service procedures, & standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Promote positive guest relations at all times.
• Be familiar with all hotel services and features, local attractions and activities to respond to guest inquiries accurately.
• Escort guests and give directions when called upon.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Meet with supervisor to review daily assignments and priorities.
• Use correct cleaning chemicals for designated surfaces, according to OSHA and MSDS guidelines and hotel requirements.
• Transport cart with cleaning supplies, amenities, and linens to assigned guest room and position securely.
• Clean guestrooms by category priority using assignment sheet following the designated sequence of cleaning.
• Follow the property’s environment and water conservation procedures.
• Empty trash containers and ashtrays.
• Strip beds of soiled linens and remove; make beds with clean linens.
• Remove all dirty terry and replace with clean terry to the designated layout.
• Remove soil, dirt, soap build-up, and hair from bathroom mirrors, vanities, sinks, toilets, shower walls, bathtubs, shower curtains, liners or doors, floor and behind the bathroom door.
• Replace facial tissue, toilet tissue and bathroom amenities in the correct amounts and location.
• Inspect condition of bathrobes and replace soiled/damaged ones where applicable.
• Clean closets and door tracks on check-out rooms, removing dust and debris. Ensure correct amount and placement of hangers, extra blanket/pillow and luggage rack and replace laundry bags and slips.
• Clean in-room safes where applicable.
• Dust and polish all furniture.
• Open all drawers/doors in check-out rooms and remove items left by a guest. Dust inside.
• Check under bed(s), chairs, sofa and desk for debris and remove if present.
• Inspect condition of all furniture for tears, rips or stains; report any damages to the supervisor.
• Remove all dust, debris and foreign particles from upholstered furniture including in crevices and under cushions.
• Realign furniture to the floor plan.
• Dust pictures, frames, and mirrors.
• Remove dust and debris from television, VCR/DVD player, clock radio, remote control and cable/satellite box.
• Position correct settings for time on clock, radio station and TV channel (The Weather Channel).
• Ensure the alarm is NOT set on the clock radio in all check-outs.
• Remove dust, grease, and smears from telephones and reposition correctly.
• Ensure placement of Internet cable.
• Clean all lamps and light switches; check for proper working order, replacing bulbs if needed.
• Remove dust, spots, and smears from windows, ledges, and frames.
• Empty liquid from the ice bucket and wipe all surfaces dry. Replace drinking cups.
• Clean and replenish coffee set-ups.
• Remove any leftover food items from mini-fridge on all check-outs; defrost when necessary. Wipe down shelves and front door interior and exterior removing dust, smudges, and spills. Ensure it is plugged in and set to the proper temperature settings.
• Inspect condition of amenities in desk, drawers and guest service directory; replace designated amounts at proper locations within the room per brand standards.
• Remove dust, dirt, and smudges from A/C unit, vents, grids and thermostat. Set thermostat to the designated level.
• Remove dust from drapes weekly and realign to correct position daily.
• Remove trash, debris, and cobwebs from balcony/patio where applicable.
• Inspect condition of planters and plants; remove debris where applicable.
• Remove dust, dirt, marks, and fingerprints from entrance doors(s).
• Ensure presence of fire safety, rate cards and Do Not Disturb sign. Inspect condition and replace as needed.
• Ensure all branding cards, materials, etc. are placed per brand standards throughout the room.
• Remove dust, stains, and marks from all ceilings, baseboards, ledges and corners.
• Vacuum carpet in the guest room.
• Spray room with the deodorizer.
• Update status of rooms cleaned on assignment sheet and in the property management system.
• Return and restock cart at the end of the shift.
• Empty vacuum bag/canister and wipe vacuum clean.
• Ensure security of any assigned guestroom keys.
• Report any damages or maintenance problems to the supervisor.
• Turn over any lost and found items from guestrooms to the supervisor.
• Make up sofa beds where applicable.
• Stock cleaning supply caddies.
• Other duties as assigned by management.
SAFETY STATEMENT
As an employee of this hotel, it is your responsibility to be aware of and report any and all safety hazards or violations you may see or witness in the course of performing your required duties.
