Our jobs
aren’t just about giving guests a clean room and a freshly made bed. Instead,
we want to build an experience that is memorable and unique. Our Hotel
Cleanliness Experts are skilled in a wide range of housekeeping functions with
responsibility for maintaining the appearance and cleanliness of the whole
hotel. They are empowered to move about their space and do what needs to be
done. Whether delivering guest requests, stocking carts, cleaning rooms and
public spaces, or other similar responsibilities, the Hotel Cleanliness Expert
makes sure the spaces in the hotel help create a great guest experience.
Guest Relations
- Welcome
and acknowledge each and every guest with a smile, eye contact, and a friendly
verbal greeting, using the guest's name when possible.
- Anticipate
and address guests' service needs, including asking questions of guests to
better understand their needs and watching/listening to guest preferences and
acting on them whenever possible.
- Assist
other employees to ensure proper coverage and prompt guest service.
- Actively
listen and respond positively to guest questions, concerns, and requests using
brand or property specific processes to resolve issues, delight, and build
trust.
Housekeeping Protocol
- Contact
Engineering, At Your Service (AYS)/ Delighted to Serve (DTS), or Housekeeping
office directly for urgent repairs and preventative maintenance issues.
- Respond
promptly to requests from guests, Front Desk, or At Your Service requests.
- Select
appropriate cleaning chemicals and necessary personal protective equipment for
various surfaces and cleaning jobs, following OSHA regulations and corporate
standards.
- Fill
cart with supplies (e.g., chemicals, rags, linens, amenities) as needed.
- Report
room status (e.g., Do Not Disturb notice on room, discrepant rooms) to Main
Linen Room, Housekeeping manager/supervisor, or Front Desk.
- Comply
with quality assurance expectations and standards.
- Return
cart to designated area at the end of shift.
- Clean
and organize items stored in laundry room, supply/storage closets, linen room,
and/or uniform room.
- Fold
cleaned linen into designated size, either by hand or using folding machine.
- Post
caution signs (e.g., wet floor signs) to limit traffic when necessary.
- Perform
other reasonable duties as requested.
Guest Rooms, Villas, and Suites
- Check
that all appliances are present in the room and in working order (e.g., hair
dryer, TV, remote, microwave).
- Clean
bathrooms, including bathtub/hot tub/shower, toilet, floor, sink, and mirror.
- Dust,
polish, and remove marks from walls and furnishings (e.g., appliances,
furniture, ice bucket, honor bar, baseboards, ledges, entrance door).
- Enter
guest rooms following procedures for gaining access, such as knocking three
times, saying “Housekeeping,” and ensuring vacancy before entering.
- Limit
access to guest rooms while cleaning by following departmental procedures.
- Remove
trash, dirty linen, and room service items from room and balcony/patio.
- Replace
dirty linens (e.g., sheets, pillow cases) and terry (e.g., towels, bathrobes)
with clean items, following correct bed making and folding standards.
- Replace
guest amenities and supplies in rooms, such as toiletries, glasses, mugs,
linens, towels, tissues, coffee, printed materials, and laundry bags according
to standards.
- Report
missing hotel/resort property and damages to room to manager/supervisor.
Public and Employee Spaces
- Clean
public and employee restrooms and showers, including stocking bathroom with
adequate paper goods and soap, cleaning all surfaces, and emptying trash.
- Clean
glass (e.g., windows, mirrors) in public and employee areas by removing dust,
spots, and smears.
- Clean
floor surfaces in public or employee space using designated chemicals,
supplies, and equipment (e.g., mops, buffers, vacuums, wet vacuum, extractor,
shampoo machine, stain remover).
- Dust
surfaces in assigned area, including furniture, fixtures, woodwork, pictures,
public or house phones, fire extinguisher boxes, exit signs, and air vents.
- Empty
trash containers, ashtrays, and ash urns in public areas into proper containers
for recycling or disposal.
- Inspect
condition of furniture for tears, rips, and stains and report damages to
manager/supervisor.
- Clean
and maintain lights by wiping lamps, light fixtures, and light switches,
checking that they are in proper working condition, and reporting burnt-out
bulbs.
Communication
- Speak
to guests and co-workers using clear, appropriate and professional language.
- Discuss
work topics, activities, or problems with coworkers, supervisors, or managers
discreetly and quietly, avoiding public areas of the property.
- Support
all co-workers and treat them with dignity and respect.
Safety and Security
- Complete
appropriate safety training and certifications to perform work tasks.
- Follow
company and department safety and security policies and procedures to ensure a
clean, safe, and secure environment.
- Report
work related accidents, or other injuries immediately upon occurrence to
manager/supervisor.
- Identify
and correct unsafe work procedures or conditions and/or report them to
management and security/safety personnel.
- Follow
Hazardous Material Management Program procedures for handling and disposing of
chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using
Material Safety Data Sheets (MSDS). Follow any local Training requirements
& Guidance
- Follow
property specific procedures for handling emergency situations (e.g.,
evacuations, medical emergencies, natural disasters).
- Maintain
awareness of undesirable persons on property premises.
- Support
all co-workers and treat them with dignity and respect.
Policies and Procedures
- Ensure
uniform, nametags, and personal appearance are clean, hygienic, professional
and in compliance with company policies and procedures.
- Follow
company and department policies and procedures.
- Perform
other reasonable job duties as requested by Supervisors.
- Protect
company tools, equipment, machines, or other assets in accordance with company
policies and procedures.
- Protect
the privacy and security of guests and coworkers.
CRITICAL COMPETENCIES
- Interpersonal Skills
- Customer
Service Orientation
- Team
Work
- Diversity
Relations
- Positive
Demeanor
·
Knowledgeable about all
of the hotel’s facilities/products and able to actively promote them.
·
Performs other related
tasks as assigned by management.
·
Prolonged periods of
standing and/or walking
·
Comply with unit cash
handling, credit and check cashing policies and procedures.
·
Complies with Marriott
International Hotels Limited Regional Office policies and procedures.
·
Working hours as
required to do your job but normally not less than your contracted hours.
·
Maintain
social distancing throughout the hotel, as per the guidelines from the
government, wherever possible from colleagues and guests (distancing
regulations will be in accordance with any government guidance).
·
Wear
all provided PPE instructed.
·
Wash
hands frequently or after each task following proper handwashing techniques.
Sanitize hands on a regular basis during shifts.
·
Each associate is
expected to carry out, within their capabilities, all reasonable requests by
management