Rosewood Hotel Group 主页

JOB DESCRIPTION

OVERVIEW/BASIC FUNCTION:

To provide administrative support for housekeeping operations, to Housekeeping Management and to assist in the day-to-day operations of the housekeeping office by responding to telephone inquiries, directing service to guests, greeting and receiving Department employees while adhering to all Hotel and Department procedures and standards.

DUTIES & RESPONSIBILITIES:

- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

- Report to work at the scheduled time in the housekeeping office, neatly groomed and in a clean uniform and polished shoes as per standard.

- Ensure that standards are maintained at a superior level daily.

- 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.          

Duty tasks

- Opening Department duties in the morning include running reports, preparing assignment papers for all associates, etc.

- Assists the Housekeeping Management with preparing associates' schedules, notes, and gratuity distribution reports.

- Helps to coordinate and schedule department meetings and the proper distribution of current information.

- Provides organization for a busy office, including filing, correspondence, and telephone communication.

- Ensures the safe and efficient storage, handling, distribution, and control of Department communication equipment and keys.

- Maintains an ongoing calendar of events, employee vacations/time off, and required activities.

- Posts on a timely basis all guest requirements, current and updated, and all VIP arrivals daily.

- Complete daily check list and written handover at the end of shift. 

- Assists in planning and coordinating all major events for housekeeping associates.

- Maintains up-to-date department files with accuracy and confidentiality.

- Responds to requests for information in a timely and friendly manner.

- Ensures all guest information is accurately recorded in guest history

- Be an active team player with a “hands on” approach.

- Records all maintenance requests accurate and informs the engineering or other appropriate department accordingly as per departmental guidelines. Follows up and updates with the supervisor before the end of the shift. Informs the Housekeeping Manager if needed

- Keeps track of all room status and follows up according to the operational needs.

- Assist the Housekeeping Management with stock taking and delivery of requested items accordingly.

- Understands and accepts the responsibility of protecting the image and integrity of the Hotel. 

- Answers telephone calls and responds to guest or employee inquiries using positive and clear English communication.  Comprehends and accurately records messages for distribution and/or translation to appropriate associates.

- Upholds the Policies, Procedures and Hotel Standards with Housekeeping associates.

- Is computer competent and proficient in computer programs and systems appropriate to the operations and functions of the Housekeeping Department.

- Types correspondences, in-puts data and reports as directed by the Housekeeping Manager, using proper grammar, punctuation and communication skills.

- Performs inventory and requisitions according to par levels of housekeeping supplies and needs with approval and required administrative trace file.  

- Maintains a physical work environment that is attractive, welcoming, and aesthetically pleasing.

- Ensure that the housekeeping office is being kept clean and tidy and keeps control of its stock

- Performs other duties as requested by Housekeeping Management to best accommodate the guests and the department.

- Provides a seamless, efficient and friendly service at all times.

- Gives feed-back in a positive and encouraging manner

- Communicates accurate information actively and in a timely manner to associates

- All other duties as required by management within the scope of the position.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

· Must be able to work well under pressure

· Demonstrated ability to remain in stationary position for extended periods of time with limited movement.

· Demonstrated attention to detail

· Always maintain discretion and confidentiality of all guests and hotel information.

· Ability to work cohesively with other departments as part of a team

· Must be willing to work a flexible schedule 

QUALIFICATION STANDARDS:

Education:

Any combination of education, training or experience that provides the required knowledge, skills and abilities.  Minimum High School education, Associates Degree preferred.

Experience:

- Reading, writing and oral proficiency in the English language.

- Must have mathematical skills, computer software aptitude and some hotel operation knowledge.

- Must have proficient knowledge of computer programs including Excel, Microsoft Word, Microsoft Office administration, Internet applications and preferable worked with Birchstreet before.

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

- Must have excellent interpersonal and communication skills.

- Must have the ability to handle multiple tasks at one time.

- Must have superior organizational skills.

Licenses or Certificates:

- Proficiency in Microsoft Office (particularly Word & Excel) and a PMS (preferably Opera, Know Cross)

Grooming:  

- All employees must maintain a neat, and well-groomed appearance (specific standards available).

- I have read and understand the standards and expectations set forth in this Position Description.

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.