Room Attendant

Hilton Miami Blue Lagoon

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS!
The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE

Happy Guests
Spotless Cleanliness
Product Consistency & Quality
Teamwork

Duties and Expectations
1. Happy Guests

Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores.
Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.
Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
Events: Awareness and support for all groups and events at the hotel.
Technology: Understanding of relevant technology for each role.
Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.

2. Spotless Cleanliness

Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.
Pitching In: Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning.

3. Product Consistency & Quality

Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.
Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.

4. Teamwork

Communication: Communication between Team Members should be clear, honest, and professional.
Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

SECTION TWO: Housekeeping Supervisor, Role Specific Duties and Expectations
The Housekeeping Room Attendant makes our hotels feel like home. As a housekeeper, your contribution helps ensure guests an enjoyable and comfortable stay.
Responsibilities:

Clean, dust, polish, and vacuum to make sure guest rooms and bathrooms meet hotel standards
Change linens, make beds, and leave the bathroom sparkling
Restock all guest room supplies and amenities
Inspect and clean any and all appliances, including coffee maker
Organize linen closet, restock cart, and prepare for the shift
Greet guests that you encounter during your shift with a friendly smile
Other duties as assigned by supervisor or manager

Requirements:

Previous experience in hotel housekeeping a plus
Basic English communication skills
Ability to move, bend, lift, push, pull, and carry up to 25-30 pounds
Ability to move up to 50 pounds occasionally
Ability to stand and walk for an entire shift and perform repetitive motions
Attention to detail
A can-do attitude and a hands-on approach
A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel