To maintain a high customer service focus by approaching your job with the customers always in mind.
• To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
• To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals. • To maintain an environment that promotes flair, creativity and consistency in the quality of cleanliness, hygiene and presentation.
• To ensure that all Housekeeping standards, polices and guidelines are followed.
• To report to work within the requested time, prior to the commencement of duty, well-groomed and dressed to the uniform standard.
• To demonstrate pride in the workplace with a high level commitment.
• To treat all guests and colleagues in a polite and courteous manner at all times. To give your full cooperation to all guests, and assist in a prompt, caring and helpful manner.
• To anticipate guest’s needs wherever possible and react to these to enhance guest satisfaction.
• To promote a helpful and professional image to the internal and external customer.
• To ascertain a high degree of guest satisfaction (to receive zero complaints about your department).
• To have a good knowledge of all the different types of rooms, hotel facilities, and hours of operation, restaurants, shops and function rooms. To be well informed about special functions and events held in the hotel on a daily basis.
• To be aware of the hotel management, their office location, role and availability.
• To comply with the hotels legal requirements for fire, bomb threats and Health & Safety.
• To attend all training sessions as required.
• To keep your work areas clean and tidy at all times.
• To be fully aware of the national history of Mumbai city, places of interest, shopping areas, etc.
• To maintain professional confidentiality and never disclose any secrets pertaining to the Company.
• To carry out any reasonable duties as requested by a senior manager.
• To clean assigned guest rooms as per the standard laid down in the department.
• Ensures key control procedures are maintained.
• Maintains equipment and guest supplies neatly and in good condition.
• Ensures that pantries and corridors are kept clean and free of debris at all times.
• Can respond to guest inquiries about hotel facilities and other requests.
• Is aware of VIP and long staying guests.
• Cleans rooms as soon as possible according to the hotel’s standards and procedures.
• Performs deep cleaning and changing of soft furnishings as required.
• Complies with Lost & Found policy of the hotel.
• Reports any DND’s, no service requested rooms etc. to his/her Supervisor.
• Reports any maintenance in rooms, corridors and back areas and any faulty equipment.
• Performs turn down service as required.
• Removes any extra items such as irons and boards, foam pillows etc. upon check out.
• Removes any Room Service items from the room when the cleaning is complete and places them in the cage in the back area
