Room Attendant - JW Marriott Grosvenor House London

JOB SUMMARY 

To ensure guests expectations are exceeded by performing all assigned tasks effectively and efficiently ; and providing hospitable service.

CANDIDATE PROFILE

 Experience : 

• Previous experience working within a housekeeping environment preferred . 

Skills and Knowledge : 

• Pro -active and reliable 
• Personable and people orientated demeanor. 
• Able to work independently and within a team. 
• Hardworking 
• Attention to detail required. 
• Time management 

SPECIFIC TASKS

The following are specific responsibilities and contributions critical to the successful performance of the position . Please be aware, although you may consistently perform the same role, your manager or supervisor may ask you to assume any of the named roles at any time. 

Please see specific tasks for each position in Housekeeping department: 

• To maintain the highest level of cleanliness in the area you are responsible for, including furniture, fixtures, and fittings. Always follow the routine cleaning schedul es, checklists and procedures. 
• Greet all guests and co -workers in a hospitable manner, using appropriate and professional language and in the case of t he guest, using the guests’ name as often as possible if known. 
• Anticipate guests' service needs. Ask questions to better understand their needs and watch/listen to guest preferences, acting on them whenever possible. Engage guests in conversation regarding their stay, property services, and area attractions/offerings. 
• To be empowered to deal with guest problems, through using the LEARN process, and seeking advice when unsure what to do. 
• Ensure readiness and preparation for work, e.g ., filling cart with sup plies , making sure area and stores are prepared.
• Identify and report maintenance issues in public areas , guest rooms or back of house as applicable. Ensure this is done urgently if required. 
• Respond promptly and positively to requests from guests, Front Desk, or At Your Service requests. 
• When entering guests’ rooms , follow company standards and announce self on entry. 
• To ensure compliance with quality assurance standards, (including the brand standard audit and Forbes), company standards and external regulations . 
• To be responsible for the safe keeping of all keys and phones assigned and keep them secure until the end of shift. 
• Ensure lost property procedures are being followed. 
• To be mindful of your surroundings and to make sure all equipment is handled, stored, and used correctly and safely. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. 
• Actively participate in the daily briefings, spirit -to -serve, and 15-minute training sessions 

Cleaning Guest Rooms and Suites:

• Check that all appliances are present in the room and in working order (e.g., hair dryer, TV, remote ). 
• Clean bathrooms and bedrooms, including bathtub/shower, toilet, floor s, sink, mirror , furniture, windowsills, desk etc. 
• Dust, polish, and remove marks from walls and furnishings (e.g., appliances, furniture, baseboards, ledges, entrance door). 
• Remove rubbish , dirty linen /terry , and room service items from room . 
• Replace dirty linens (e.g., sheets, pillowcases ) and terry (e.g., t owels, 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 room status (e.g., Do Not Disturb notice on room, discrepant rooms) to Housekeeping Supervisor or Manager. Valet Attendant: 
• Ensure that all guest laundry and dry cleaning is collected within the standard 15 minute timeframe after the received guest request. 
• Ensure that all shoe polish requests are completed in a timely manner. 
• Ensure the garments that must be sent out for laundering are checked against the laundry lists. In case of discrepancies or laundering concerns the guest needs to be contacted. 
• Register all outgoing laundry on the traffic sheets and ask the outside laundry driver counter - check. 
• Ensure the laundry bags are ready for collection by the outside laundry at the agreed times. 
• Communicate any specific requests to the outside laundry & dry - cleaning company and register in the valet attendant handbook. 
• Ensure the garments that have been returned from laundering are checked against the laundry lists. In case of discrepancies or concerns the outside laundry & dry -cleaning company needs to be contacted immediately. 
• In case of any garment damage, the outside laundry & dry -cleaning company and guest relations need to be informed immediately. 
• Once checked, deliver all laundered garments to the appropriate guestrooms before the agreed time.
• Ensure sufficient stock of laundry bags, lists and sundries. 
• Charge guestrooms accordingly for laundered garments, and at the end of each day note the pressing, laundry and dry -cleaning net revenue in the valet attendant handover book. 
• After charging print out copies of Room Charges from Fidelio and provide these to the Executive Housekeeper for signature. 
• Ensure that a proper hand over is done between shifts. 
• Maintain a positive, professional relationship with vendors and suppliers at all times. 

Street Ambassador: 

• Collect equipment, ensure you have the correct tools for the job – if not you must let your Housekeeping Supervisor know. Report any malfunctions or defects. 
• Sweep, clean and pick -up any debris from the Park Street & Park Lane guest entrances and from the surrounding Park Street, Mount Street, Park Lane and Upper Grosvenor Street areas. 
• Remove any footprints, fingerprint as other marks from the forecourt walls. 
• Ensure the logo mats on Park Lane and the Forecourt are in immaculate condition and inform your Housekeeping Supervisor when they are in need of changing. 
• Conduct the canopy cleaning as per schedule given by your Housekeeping Supervisor.

Uniform Room Attendant: 

• Hand out uniforms to associates in a courteous and timely manner. 
• Ensure laundry & dry -cleaning documents are filled out correctly by associates, including the department number. 
• Monitor the laundering quality of associate uniforms and inform the Housekeeping Manager and Executive Housekeeper immediately in case of quality issues. 
• Check and if needed, repair associate uniforms. Should any garment be soiled or damaged beyond redemption inform the Housekeeping Manager and/ or contact the laundry & dry -cleaning company. 
• Assist the Housekeeping Manager in the financial administration of the uniform, laundry & dry - cleaning. Prepare the accruals in an accurate and timely manner, no later than the 22nd each month. Check the weekly invoices/ statements for deficiencies. 
• Ensure control measures are in place, such as sign -in sheets for waiters’ cloths & gloves, chef’s wear, et c. 
• Ensure a uniform record is created for, handed out to, and signed by any new associate. File all uniform records as a backup for any queries or deficiencies. 
• Ensure sufficient back stock of garment bags and laundry & dry - cleaning dockets.

Linen Room Attendant: 

• Ensure proper use of the linen chute, as explained in HK LSOP#5, ‘Linen Chute’. Ensure the main linen chute panel is opened at the start of your shift. Before going off duty, ensure the linen chute main acc ess panel is closed and locked. 
• Separate and count the clean linen delivered by the outside laundry company. 
• Spot check the clean linen delivered by the laundry company on cleanliness, damage, pressing/ ironing quality. 
• Separate and count reject (damaged) linen from the clean linen - Report any quantity or quality deficiencies to supervisor. 
• Stock the shelves in the linen room in an organized and clean fashion. 
• Separate and count the soiled clean coming from the guestrooms . 
• Fill up the skips properly; ensure all linen is placed inside the skip. 
• Assist the laundry driver with the afternoon delivery of the clean linen, and the pick -up of the soiled linen. 
• Distribute linen to other departments as per Linen Requisition policy: no linen is to be given out without a completed requisition form. 
• Register the amount of soiled linen sent out to the outside Laundry Company, and fill out the linen traffic sheets. 
• Assist the supervisor with the monthly linen inventory. 

Office Co -Ordinator : 

• Prepare the Room Attendant allocation lists as per the assigned room quota. 
• Distribute room allocation lists, pagers and keys to the housekeeping associates and ensure signing procedures are adhered to. 
• Prepare ‘VIP’ list, ‘traces’ list and ‘special request’ list .
• Patrol the housekeeping office and answer all incoming calls within 3 rings. 
• Ensure frequent communication with the Front Office rooms controller in regards to room allocation, departures, priority rooms and out of service/ out of order rooms. 
• Ensure Discrepancy Reports are completed and checked daily 
• Receive information from Front Office regarding guests, such as expected arrivals, VIP, early arrivals, moves, group arrivals and any special requests. Inform the Floor Housekeeper concerned so that they can take the appropriate action 
• Handling all lost property, receiving, logging, storing, and dispatching . 
• Report to Engineering when a fault occurs and to make sure repairs are carried out.
• Support with administrative tasks as requested by management and supervisors. This will/could include recording department meeting minutes, payroll administration, preparing purchase orders, reviewing, and coding invoices, liaising with external contractors such as the French polisher, window cleaner, carpet cleaner. 
• Complete general stores requisitions for the week by no later than Tuesday 12noon, based on current stock information given by the Assistant Executive Housekeeper. 
• •Maintain a professional working relationship with outside vendors, suppliers, and contractors always . 
• Maintain effective communication within the Department and ensure that the 
• Executive Housekeeper is kept well informed of any problems/queries that may arise.

Floor Porter: 

• At all times noise should be kept to a minimum, as guests may be asleep. 
• Carry out requests given by the Housekeeping Supervisor or by GXP, such as extra beds, extra pillows, baby cot etc. Assist with changing the bed configuration (twin/ king). 
• Ensure proper use of the linen chute, as explained in HK LSOP#5, ‘Linen Chute’. Ensure all linen chute access panels are opened at the start of your shift. 
• Check your respective store and linen cupboards and ensure they are always well stocked. 
• Remove all rubbish from your respective housekeeping areas on a frequent basis, and dispose of in the appropriate compactor. Ensure recycling procedures are being followed. 
• Remove soiled linen from linen cupboards on the guest floors and transport to the linen room. Ensure soiled linen is always separated from clean linen. 
• Clean your respective corridors, including skirting boards, A/C exhausts, fire exit signs, etcetera. 
• Clean/ scrub the store and linen cupboards on your respective floors. 
• Ensure all store cupboards are closed and always locked, as per HK LSOP#4, ‘Closing and Locking Cupboards’. Ensure all store cupboard doors are closed and locked before going off duty. 
• Before going off duty, conduct a floor walk and ensure that all guest corridors are cleared of glasses, room service trays, trolleys and rubbish and remove rubbish from respective housekeeping areas. 

SAFETY AND SECURITY 

• To adhere to COSHH safety standards and ensure the safe and correct use of chemicals throughout the department. Select correct cleaning chemicals depending on the task and necessary personal protective equipment , (PPE). 
• To promote awareness of health and safety. For example, fire alert points, exits, fire extinguishers, trip hazards , wet floor signs etc. 
• To ‘ clean as you go’ to ensure a clean and tidy work area. 
• Follow company and department safety and security policies and procedures to ensu re a clean, safe, and secure environment for other team members and guests. 
• Report accidents, injuries, and unsafe work conditions to manager. 
• Complete safety training and certifications assigned. 
• Employ correct manual handling procedures to avoid injury. 
• Protect the privacy and security of guests and your co -workers.

OTHER

• To carry out any duty/function that may be assigned by immediate supervisor, department leadership or Executive Committee member. 
• To maintain a high standard of grooming, hygiene, and uniform standards ensuring that your name badge worn. 
• Support all co -workers and treat them with dignity and respect.
• To develop and maintain healthy inter-departmental relationships, support team to reach common goals. 
• Complies with Marriott International Hotels Limited regional office and hotel policies and procedures.