Room Attendant

HOUSEKEEPING

PERFORMANCE STANDARDS: Room Attendant

PURPOSE: Cleans for hotel guest rooms and/or other assigned areas in a timely and

organized manner to ensure guest satisfaction.

General Responsibilities:

1. Smiles when in contact with guests.

2. Maintain proper grooming and hygiene habits as defined in the Service section of the

Housekeeping manual.

3. Wears and maintains appropriate uniform which includes a nametag.

4. Complies with Holiday Inn standard code of conduct and all regulations which

management has established.

5. Be completely knowledgeable with the hotel’s emergency procedures and the

responsibilities which are to be fulfilled in such emergencies.

6. Complies with energy conservation and job safety procedures which management

defines in the hotel’s loss-prevention manual or postings.

7. Maintains a clean and orderly work area.

8. Immediately informs a supervisor or Manager on Duty, upon gaining knowledge of a

hazardous situation, emergency or threat to the security of guests, employees, or hotel

assets.

9. Responds immediately and in a courteous manner to guest requests, and if unable to

personally fulfill guest requests, immediately notifies supervisor.

10. Responds to guest complaints immediately as per procedures outlined in First

Concern Lesson: “Handling the Angry Customer”.

11. Performs additional tasks as specified by the management of the hotel.

HOUSEKEEPING SERVICE STANDARDS

1. All Housekeeping personnel will maintain a clean, neat and business-like appearance

including nametag.

2. All Housekeeping personnel will maintain proper hygiene and grooming standards.

3. All Housekeeping personnel will maintain the proper service tools.

4. All Housekeeping personnel will maintain a clean, neat and organized work

environment.

5. All Housekeeping personnel will answer the phone promptly and properly.

6. All Housekeeping personnel will make eye contact, smile and say hello when

greeting and communicating with the guest.

7. All Housekeeping personnel will thank the guest for waiting if necessary.

8. All Housekeeping personnel will learn and use the guest’s name as frequently as

possible.

9. All Housekeeping personnel will extend compliments to the guest whenever possible

or appropriate.

10. All Housekeeping personnel will extend common courtesies to the guest whenever

possible or appropriate.

11. All Housekeeping personnel will project enthusiasm as well as a positive attitude

when greeting and communicating with the guest.

12. All Housekeeping personnel will make the first 30-seconds count when greeting and

communicating with the guest.

13. All Housekeeping personnel will face the guest when greeting and communicating.

14. All Housekeeping personnel will maintain open and proper posture when greeting

and communicating with the guest.

15. All Housekeeping personnel will speak clearly, properly and politely when

communicating with the guest.

16. All Housekeeping personnel will listen carefully to the guest’s needs and

recommunicate those needs back to the guest to clarify an understanding.

17. All Housekeeping personnel will be attentive, flexible and creative in identifying and

fulfilling specific guest needs.

18. All Housekeeping personnel will anticipate rather than react to identifying and

fulfilling specific guest needs.

19. All Housekeeping personnel will take ownership and initiative in identifying and

fulfilling specific guest needs.

20. All Housekeeping personnel will ask appropriate questions and make helpful

suggestions in identifying and fulfilling specific guest needs.

21. All Housekeeping personnel will respond immediately and incorporate a sense of

urgency in fulfilling specific guest needs.

22. All Housekeeping personnel will thank the guest following the fulfillment of a

specific need(s).

23. All Housekeeping personnel will invite the guest to return.