Job Description

Housekeeping Position

Directly responsible for carrying out all activities related to guest room cleaning according to Biltmore standards and procedures. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP'S).

Responsibilities

• Clean the required number of guest rooms within a shift, according to cleaning standards and procedures established by the Housekeeping Department.
• Change linen and make beds.
• Check for damaged linen.
• Empty linen into linen cart.
• Clean showers, tubs, sinks, and bathroom items.
• Remove used guest amenities and trash.
• Replenish guest amenities and supplies.
• Vacuum carpets and sweep and mop floors.
• Dust, brush, and polish furniture.
• Dust and clean room decorations, appliances, and structural surfaces (e.g., wall fixtures, window sills, vents).
• Inspect rooms for safety hazards and for the operating condition of equipment.
• Report any items in need of repair, missing items, or unsafe conditions to a Supervisor, the Assistant Director of Housekeeping, or Director of Housekeeping.
• Report any items found to Coordinator.
• Record room status on work assignment sheets.
• Prepare rooms for guests.
• Respond to special guest requests.
• Maintain storage rooms.
• Assist with deep cleaning programs and special projects as directed.
• Carry out other duties as assigned by Supervisor, Assistant Director of Housekeeping, or Director of Housekeeping.

Experience and Education Required

Education: High school diploma or equivalent.

Experience: Minimum two years of hotel or cleaning company experience.

Skills Required

• Must be able to:
• Speak, read, write and understand the English language.
• Compute accurate mathematical calculations.
• Provide legible communication and directions.
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Think clearly, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly.
• Understand guest's service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent resort data.
• Use a computer keyboard and possess basic typing skills.
• Possess moderate to advanced computer skills.
• Work in a dynamic and constantly changing environment.
• Adept to multitasking.

Physical Demands

• Must be able to:
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Use, carry, and operate all necessary office equipment using finger dexterity.
• Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.
• Visually look at a computer for extended periods of time.
• Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.

Success Criteria

• Team Player
• Demonstrates co-operation within the team and with other departments
• Listens carefully and works well with others
• Has a positive influence on others in the team and clearly enjoys working with people
• Guest Focused
• Anticipates guests' needs and is sensitive to people from all cultures
• Has a natural, warm smile and a friendly and passionate approach
• Demonstrates confident, helpful and genuine behavior with internal and external guests
• Delivers their Best
• Has energy and sense of urgency for his/her work
• Resourceful, makes things happen and looks for ways to work more efficiently
• Always looks their best and acts appropriately (e.g. approaching guests, body language, and eye contact)
• Composed
• Able to stay calm under pressure
• Demonstrates maturity and ability to cope with the unexpected
• Never lets personal feelings interfere with delivering the highest standards
• Trustworthy and responsible
• Excellent records of attendance and punctuality
• Is reliable and demonstrates the ability to work without supervision
• Demonstrates a high level of personal integrity, honesty and trust
• Time Management
• Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Makes decisions in a timely manner.
• Listening
• Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.

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