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, you 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 schedules, checklists and procedures.
• Greet all guests and co-workers in a hospitable manner, using appropriate and
professional language and in the case of the 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 supplies,
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, floors, 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., 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 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, etc.
• 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 access 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
ensure 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.
At Marriott International, we are dedicated to being an equal opportunity
employer, welcoming all and providing access to opportunity. We actively foster
an environment where the unique backgrounds of our associates are valued and
celebrated. Our greatest strength lies in the rich blend of culture, talent, and
experiences of our associates. We are committed to non-discrimination on any
protected basis, including disability, veteran status, or other basis protected
by applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every
opportunity while keeping the comfort of the oh-so-familiar all around the
globe. As a host with Marriott Hotels, you will help keep the promise of
"Wonderful Hospitality. Always." by delivering thoughtful, heartfelt,
forward-thinking service that upholds and builds upon this living legacy. With
the name that's synonymous with hospitality the world over, we are proud to
welcome you to explore a career with Marriott Hotels. In joining Marriott
Hotels, you join a portfolio of brands with Marriott International. Be where you
can do your best work, begin your purpose, belong to an amazing global team, and
become the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of
more than 100 beautiful properties in gateway cities and distinctive resort
locations around the world. JW believes our associates come first. Because if
you're happy, our guests will be happy. JW Marriott associates are confident,
innovative, genuine, intuitive, and carry on the legacy of the brand's namesake
and company founder, J.Willard Marriott. Our hotels offer a work experience
unlike any other, where you'll be part of a community and enjoy true camaraderie
with a diverse group of co-workers. JW creates opportunities for training,
development, recognition and most importantly, a place where you can pursue your
passions in a luxury environment with a focus on holistic well-being. Treating
guests exceptionally starts with the way we take care of our associates. That's
The JW Treatment. In joining JW Marriott, you join a portfolio of brands with
Marriott International. Be where you can do your best work, begin your purpose,
belong to an amazing global team, and become the best version of you.