Job Description
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.
Coordinate and provide administrative support to all areas of the Housekeeping department
Read the log book and emails, follow through on special requests, check traces, reports, and ensure that they are all completed.
Using Opera Cloud, Alice, and other software systems, prepare the housekeeping opening by assigning room attendant sections and highlighting the VIP’S and special requests on the assignment sheets.
Prepare special attention and VIP guest lists for the Supervisors, as well as traces reports.
Prepare the House person assignment sheets and highlight any special requests to go into the guest rooms for the day or any VIP guest arrivals.
Answer all incoming calls using the appropriate phone etiquette.
Use the Alice application constantly throughout the day to report, update and assign issues to other departments or housekeeping colleagues.
Be aware of any pending rooms and assign them to the Room Attendants immediately.
Make sure all rooms with Reservations are being turned up before check in time.
Coordinate with Engineering for the out-of-service or out-of-order rooms daily send email updates on Out of order and Out of Service rooms including notes.
Monitor queue and rush rooms making sure rooms are being responded by Room Attendants and Supervisors, communicate with Room Attendant or Supervisor if action is needed.
Monitor service request and “do not disturb” and reassign as needed.
Communicate all service being refused, late service and pick-ups to the next shift and to the leader on duty. Update pass-on with accuracy and detail.
Communicate all room assignment changes right away.
Work closely, while building excellent relationships, with all departments within the hotel especially Royal Service, Front Desk, and Engineering, to communicate day-to-day updates and changes.
Ensure all guest concerns are addressed promptly, effectively and all affected departments are notified through Alice - guest complain log
Run backup reports as instructed to have in case of system outage.
File paper work as given by Manager.
Assist with the inventory of office supplies.
Assist in maintaining the organization and cleanliness of the housekeeping office.
Report any faulty equipment, maintenance needs, safety hazards and other problems immediately to Engineering.
Close out shift as instructed and file all shift reports.
Assist with uniform attendant duties when needed and guest dry cleaning coordination.
Attend all briefings, meetings and trainings as assigned by management.
Able to multitask, able to take on different projects and tasks assigned by superiors.
Follow department standards as well as assist in implementing new procedures for continuous improvement
Follow departmental policies, procedures and service standards
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 and colleagues 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
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
Maintain regular and predictable attendance
Maintain high grooming standards
Coordinate between Front Office and Housekeeping Team.
Assist management in administrative work as directed
Open and examine incoming correspondence, re-routing mail when appropriate and gather data necessary for response.
Maintain files and reports in accordance with procedures and standards
Ability to keep informed as to the daily hotel activities.
Other duties as assigned
Qualifications
High School graduate or equivalent is preferred.
Previous similar experience preferably in luxury environment
Previous housekeeping experience required
Computer literacy in Microsoft Office
Experience with Opera Cloud and Alice a strong asset
Proficient in English (verbal & written) essential
Ability to communicate in Spanish an asset
Proactive with a meticulous eye for detail
Excellent organizational and time management skills
Positive attitude
Problem-solving abilities
Ability to multi-task
Ability to convey information and ideas clearly
Sense of initiative
Highly responsible & reliable
Ability to work cohesively with fellow colleagues as part of a team with minimum supervision
Ability to work well in stressful, high-pressure situations
Committed to delivering a high level of service to employees
Self-confident, proactive, and able to prioritize and make effective decisions
Ability to work flexible shifts including weekends and holidays
Ability to understand and comply with all company and departmental rules and regulations, policies and procedures.
Able to communicate both written and verbally.
Able to successfully complete the training /certification process for this position.
Ability to follow directions, perform tasks with attention to detail, speed accuracy, and follow-through.
Must have ability to secure minimum levels of skills and abilities that would allow for a proficient job orientation based on specific tasks and methods. This is to provide a safe working environment according to OSHA regulations that would protect both the employee and coworkers.
Effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
Ensure high morale and productivity levels are achieved, through detailed communication, training, development
Excellent communication skills, must be able to communicate with others effectively
Good command of the English language.
Basic math skills
Ability to work through situations methodically and logically.
Ability to respond calmly in busy situations.
Additional Information
What is in it for you:
Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.
We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.