Job Title: Front Desk Clerk/Guest Service Agent

Responsible for providing quality guest service as it pertains to all front office operations including but not limited to checking in/out of hotel guests; phone/PBX operations, mail/message service, hotel reservations, concierge services etc. in a professional and hospitable manner. 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Check-in and check-out hotel guests in a confident, professional, and friendly manner.

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Provide gracious and efficient telephone service.

Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals.

Complete all items as listed on shift checklists.

Ensure proper credit card procedures are followed at all times to include credit card authorization/charging and guest signature on registration slip.

Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash,

Issue guest safety deposit boxes as requested.

Communicate service and amenities of the hotel to guests.

Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver).

Meet with departing Front Office staff to review business status and follow up items.

Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities.

Knowledgeable of hotel fire and emergency procedures.

Keep the front desk areas clean and well organized.

Assist with reservations calls in a professional manner.

Document maintenance needs and submit to appropriate manager.

Maintain complete knowledge of all hotel features/services, hours of operation.

Knowledge of all room types, numbers, layout, décor, appointments and location; and all room rates, special packages and promotions.

Knowledge of daily house count and expected arrivals/departures and room availability status for any given day.

Prepare any/all reports as directed.

Prepare appropriate housekeeping reports as directed.

Education and/or Experience 

6 months or more of front desk experience; preferably with brand experience

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly be required to stand and walk and occasionally sit. The employee must occasionally lift pull/push and/or move up to 25 pounds.  

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Job Title: Front Desk Clerk/Guest Service Agent

Responsible for providing quality guest service as it pertains to all front office operations including but not limited to checking in/out of hotel guests; phone/PBX operations, mail/message service, hotel reservations, concierge services etc. in a professional and hospitable manner. 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Check-in and check-out hotel guests in a confident, professional, and friendly manner.

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Provide gracious and efficient telephone service.

Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals.

Complete all items as listed on shift checklists.

Ensure proper credit card procedures are followed at all times to include credit card authorization/charging and guest signature on registration slip.

Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash,

Issue guest safety deposit boxes as requested.

Communicate service and amenities of the hotel to guests.

Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver).

Meet with departing Front Office staff to review business status and follow up items.

Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities.

Knowledgeable of hotel fire and emergency procedures.

Keep the front desk areas clean and well organized.

Assist with reservations calls in a professional manner.

Document maintenance needs and submit to appropriate manager.

Maintain complete knowledge of all hotel features/services, hours of operation.

Knowledge of all room types, numbers, layout, décor, appointments and location; and all room rates, special packages and promotions.

Knowledge of daily house count and expected arrivals/departures and room availability status for any given day.

Prepare any/all reports as directed.

Prepare appropriate housekeeping reports as directed.

Education and/or Experience 

6 months or more of front desk experience; preferably with brand experience

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly be required to stand and walk and occasionally sit. The employee must occasionally lift pull/push and/or move up to 25 pounds.  

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Job Title: Housekeeper/Room Attendant

Clean guest rooms as assigned ensuring the hotel’s established standards of cleanliness. Responsible for reporting any maintenance deficiencies and handling guest’s requests or complaints. Ensure the confidentiality and security of all guest rooms.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Use correct cleaning chemicals for designated surfaces, according to OSHA regulations and hotel requirements.

Clean guest rooms as assigned.

Transport cart with cleaning supplies, amenities and linens to assigned guest room and position securely.

Empty trash containers and recycling bins.

Remove all dirty terry and replace with clean per the assigned standard.

Remove soil, dirt, soap build-up and hair from bathroom mirrors, vanity, sink, toilet, shower walls, bathtub, shower curtain and floor.

Replace dirty bed linen and make up bed with clean linen.

Replace laundry bags and slips.

Clean closets and door tracks on check-out rooms, removing dust and debris. Ensure correct amount and placement of hangers, extra blanket/pillow and other amenities.

Dust and polish all furniture, pictures, frames, mirrors, light bulbs and switches, TV and remote, etc.

Realign furniture as needed.

Open all drawers/doors in check-out rooms and remove items left by guest. Dust inside.

Check under bed(s), chairs and sofa for debris and remove if present.

Inspect all conditions in room and bath and report any needed repairs to maintenance.   Report all damage to supervisor.

Remove dust, spots and smears from all doors, drapes, windows, ledges, frames, baseboards, AC unit, corners and telephones if present.

Ensure presence of fire safety, rate cards and DND sign. Inspect condition and replace as needed.

Vacuum throughout entire room and occasionally in other areas.

Update status of rooms as necessary.

Stock supply carts and storage areas as directed.

Ensure security of any assigned guest room keys and turn over any lost and found items from guest rooms to supervisor.

Clean and replenish all room amenities.

Handle guest complaints, ensuring guest satisfaction.

Report any damages or maintenance problems to your supervisor.

Knowledgeable of hotel fire and emergency procedures.

Adhere to Lost and Found policy including key control.

Other essential room cleaning duties as directed by supervisors.

Make up cribs and rollaway beds.

Education and/or Experience 

At least 6 months experience in a similar capacity, preferably brand specific experience. 

Knowledge of proper chemical handling.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk and reach with hands and arms.  The employee is frequently required to stoop, kneel, crouch, or crawl.  The employee is occasionally required to use hands to finger, handle, or feel and climb or balance. The employee must frequently lift and/or move up to 50 pounds. 

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Job Title: Houseman

Housemen are responsible to provide janitorial and maintenance support to ensure the cleanliness of the hotel public space and guest areas including: guest rooms, hallways, and all public areas of the hotel in accordance with brand standards and hotel procedures. The following reflects the essential job duties but does not restrict tasks that may be assigned. Duties of this job may be changed at management’s discretion.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Provide a clean and safe environment for guests

Proactively maintain assigned areas and equipment

Clean and maintain common areas of the property

Deep cleaning of assigned areas

Setting up and maintaining complimentary hotel lobby functions

Cleaning and setting up meeting room functions when assigned

Delivering service items to guest rooms upon requests from front desk

Ensure efficient completion of daily assignments in a timely manner

Report all safety, maintenance and housekeeping concerns to management

Attend and participate in all mandatory trainings

Flexible with schedule and assignments

Knowledge and completion of property cleaning procedures

Maintain effective performance under pressure

Follow proper procedures for lost and found items

Follow guest safety procedures

Follow guest requests, i.e. do not disturb signs, change of linen or terry

Acknowledge and greet guests in public spaces

Review daily inventory of supplies needed to complete assignments

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is frequently required to stand; walk; use hands to finger, reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 75 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is frequently exposed to moving toxic or caustic chemicals. The employee is occasionally exposed to fumes or airborne particles. The noise level in the work environment is usually moderate.

Job Title: Laundry Attendant

Responsible for all aspects of the hotel’s laundry including collection, cleaning, folding and restocking.  May also be required to handle other housekeeping duties.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Alert management and Maintenance personnel of problems and issues concerning the upkeep of the hotel

Assist House Attendants and Room Attendants when necessary

Clean and maintain all laundry room equipment and linens

Ensure efficient and proper operation of laundry equipment

Greet each guest politely

Handle and store all cleaning agents according to set regulations

Identify and report any linens found not belonging to hotel

Keep laundry area organized and clean

Supply an adequate amount of linens for Room Attendants to properly complete all duties

Train and assist new employees with techniques and procedures

Work with fellow employees and management to achieve the standards set by the hotel brand

Education and/or Experience 

At least 6 months experience in a similar capacity, preferably brand specific experience. Knowledge of proper chemical handling.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is frequently required to stand; walk; use hands to finger, reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 75 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly exposed to wet or humid environments. The employee is frequently exposed to moving mechanical parts; toxic or caustic chemicals. The employee is occasionally exposed to fumes or airborne particles.