Rosewood Hotel Group Trang chủ

 OVERVIEW/BASIC FUNCTION:

To freshen guest rooms and turn down the beds in all assigned rooms at the Resort and Harbour Court. Ensuring the hotel's established standards of cleanliness and departmental policies and procedures. Responsible for reporting any maintenance deficiencies and handling guest requests or complaints. Ensures the confidentiality and security of all guest rooms.

 JOB DUTIES:

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Ensure that standards are maintained at a superior level daily.
• Report to work at the scheduled time in the housekeeping office, neatly groomed and in a clean uniform and polished shoes as per standard.
• Recognize and report all missing, damaged, or sub-standard furniture, fixtures, and equipment.     
• Respond to guest and management requests in a timely and professional manner.
• Anticipate guests’ preferences and provide a high standard of guest service.
• Respond to guest and management requests in a timely and professional manner. 
• Communicate with colleagues and other departments to ensure guest/colleague needs are met.
• Ensure that all reports, task sheets, etc., are filed accordingly.
• Use correct cleaning chemicals for designated surfaces, according to OSHA regulations and hotel requirements.
• Clean guest rooms by category priority.
• Transport cart with cleaning supplies/equipment, amenities, and linens to the assigned guest room and position securely as per standard inside the room.
• Service assigned guest rooms with the door closed/locked with a service sign hanging on the doorknob. 
• Realign furniture to the floor plan. 
• Inspect the condition of all furniture for tears, rips, or stains; report any damage to the supervisor immediately. 
• Remove all trash and clean/empty trash containers and ashtrays. 
• Room is serviced according to guest preference, noted during their stay or prior to arrival, if known.
• Room is spotless, free of dust, scuffs, marks, nicks, debris, and odors
• Ensure that all room service trays and dishes are removed and that in-room amenities are fresh. 
• Empty minibar items have been removed, while dirty glasses and crockery have been cleaned.
• Replenish coffee and tea amenities
• The ice bucket is cleaned and refilled as per standard.
• Kitchen and facilities to be cleaned and tidied when applicable.
• Close all sheers and black out drapes and or curtains as per standard.
• Bed is neatly tuned down. Lines are changed if heavily used or stained, and all room amenities/supplies/furniture are set up and replenished as per standard.
• Sofa bed, rollaway bed, and all guest requests have been set up as per standard.
• Evening Ambiance is created through lighting.  Turn on bedside lamps and adjust bedroom and bathroom lighting. 
• Room was intelligently tidied (e.g., hotel amenities returned to their original positions, magazines straightened, etc.) whilst respecting guests' preferences and replenished when needed.       
• Guests’ clothes are folded neatly but left in full view. Shoes are paired and buffed.
• TV is angled towards the bed, where applicable.
• Remove all dirty terry and replace with clean par to the designated layout, unless the guest is participating in Rosewood's Verdes program.
• Bathmats to be unrolled/unfolded and placed in front of tub and shower, position bath slippers as per standard
• Wipe down the shower/bath/sink/toilet and floor, removing all dirt and leaving it without stains or smears.
• Bath amenities are neatly replenished as per standard. Guest toiletries on the vanity are neatly arranged on a linen cloth or tray, respecting how the guest has set them up.
• Bathroom glasses to be cleaned and without smears.
• Full Service can be assigned and be cleaned as per SOP – Room Attendant.
• Clean / vacuum floor when needed.
• Remove trash, debris, empty/clean ashtray/trash can from the balcony/patio and ensure lights are switched off.
• Spray room with deodorizer. 
• Read the worksheet accurately to ensure that the turndown provided is appropriate for the number of guests in the rooms. Ensure that all worksheets are completed before handing them to the supervisor at the end of the shift.
• Update the status of rooms cleaned on the assignment sheet/device after each room is finished. Contact the supervisor when entering the last room to be cleaned and before leaving the floor.
• Ensure that all housekeeping supplies are returned to their correct location and that carts are cleaned in preparation for the following shift. 
• Ensure security of any assigned guest room keys. 
• Ensure that all guest items are handled cautiously and ensure that all doors are locked after the service is complete. 
• Handle guest complaints by following the six-step procedures and ensuring guest satisfaction.
• Report any damages or maintenance problems to the Supervisor immediately. 
• Turn over any lost and found items from guest rooms to the Security. 
• Exhibit a friendly, helpful, and courteous manner when dealing with guests and fellow employees. 
• Ensure that all keys and devices are signed out and in and handled in a secure fashion.
• All other duties as required by management within the scope of the position.

QUALIFICATIONS:

Physical Demands

     Able to stand, climb stairs, reach, bend, stoop continuously and for long periods of time.

        Must have the ability to lift up to 25lbs on a regular basis, and occasionally up to 50lbs.

        Must have the ability to push and pull carts and equipment weighing up to 150lbs on a regular and continuing basis.

    Must be able to walk extensive hotel grounds to provide service to all guest rooms.

       May be exposed to chemical hazards.

    Able to drive a golf cart safely.

Health & safety standards

To be aware of and comply with safe working practices as laid down by the Health & Safety Act. 

  To report any defects in the building plant, or equipment according to the Hotel Procedures

 Reports all suspicious persons or actions, hazardous conditions, etc. to the Security Department.

   A warm, people-oriented demeanor, A team-first attitude, exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.

Experience   

Minimum one year’s experience as a room attendant for a luxury or ultra-luxury hotel or resort

Education 

 High school or equivalent education preferred.

 Reading, writing and oral proficiency in the English language with fluency in other languages preferred. 

  Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks.

 Must possess the ability to work with a smart phone / iPod.

Must be a self-motivator and motivator of others.

 Must have a commitment to follow all local and corporate policies and procedure as they relate to Human Resources. 

Must have excellent interpersonal and communication skills. 

Must have superior organizational skills. 

 Must have experience in customer service.

General Skills

  Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills

Knowledge of proper cleaning techniques, requirements, and use of equipment, knowledge of proper chemical handling.

A destination in itself, the recently renovated Rosewood Bermuda is the centerpiece of the prestigious community of Tucker’s Point Bermuda’s premier resort, golf club and residential community. Gracing 240 of the most beautiful coastal acres on the island, the award-winning tropical hideaway neighbors the estates of Tucker’s Town and offers breathtaking vistas of the ocean and sound. With just 88 rooms and suites, guests feel they are part of an elite club with exclusive access to the largest private pink-sand beach on Bermuda as well as the island’s finest amenities. They can golf like champions, sail the ocean blue, dive shipwrecks and colorful reefs, play a friendly game of tennis or “spa” to their heart’s delight within this well-appointed setting.