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