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4 hours ago
divh2Hilton Garden Inn Richmond/Innsbrook/h2pCLEANLINESS and FRIENDLINESS/ppThe MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests./ph3Areas of Excellence/h3ulliHappy Guests/liliSpotless Cleanliness/liliProduct Consistency Quality/liliTeamwork/li/ulh3Duties and Expectations/h3p1. Happy Guests/pullistrongGuest Relations:/strong Greet guests happily upon arrival and throughout their stay with a smile./lilistrongName Use:/strong Use the guests names whenever possible, ensuring they feel properly welcomed./lilistrongGuest Satisfaction:/strong All Team Members work together to contribute to great guest satisfaction scores./lilistrongRecovery:/strong Ability to handle challenging guest situations with hospitality and a sense of urgency./lilistrongHotel Knowledge:/strong Strong knowledge of all features of the hotel facility and amenities./lilistrongEvents:/strong Awareness and support for all groups and events at the hotel./lilistrongTechnology:/strong Understanding of relevant technology for each role./lilistrongPhone Etiquette:/strong Answer all incoming calls with friendly service using the approved greeting./li/ulp2. Spotless Cleanliness/pullistrongSparkling Clean Workspaces:/strong All areas, both front and back of the house, should be kept clean and well-organized./lilistrongPitching In:/strong 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./lilistrongHospitality While Cleaning:/strong Always greet every guest happily with a smile, by name if possible, while cleaning./li/ulp3. Product Consistency Quality/pullistrongChecklists to 100% Accuracy:/strong All operational checklists are completed accurately and at the designated times, every shift./lilistrongShift Handover Reports:/strong Handover reports must be accurate and on time, for effective shift-to-shift communication./lilistrongFlawless Uniform:/strong 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./li/ulp4. Teamwork/pullistrongCommunication:/strong Communication between Team Members should be clear, honest, and professional./lilistrongCan Do Attitude:/strong Willing to stretch beyond traditional role to meet the needs of the business and MCRs guests./lilistrongCollaboration:/strong All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace./li/ulh3Housekeeper, Role Specific Duties and Expectations/h3pThe Housekeeper is responsible for cleaning and preparing guest rooms, hallways, and public areas in the hotel./pullistrongPre-Cleaning and Stocking:/strong Complete all pre-cleaning duties including, but not limited to, stocking room supplies and tools on assigned work cart, attending morning stand-up meeting, folding and/or assisting with any dirty linen in the housekeeping laundry room./lilistrongClean and Stock Rooms:/strong Thoroughly clean and restock the required number of guest rooms as assigned per shift./lilistrongAdditional Cleaning Projects:/strong As assigned by direct supervisor, in storage rooms, public spaces, guest laundry, room deep cleaning activities, as needed. All front and back of house areas should be well-organized and clean./li/ulh3Success Metrics/h3pstrongHappy Guests/strong/pulliManagement Performance Ratings/liliGuest Satisfaction Scores/Intent to Return/li/ulpstrongSpotless Cleanliness/strong/pulliGM/AGM Spot Checks/liliLeadership Walk-throughs (RVP, etc.)/liliGuest Ratings/Reviews/li/ulpstrongProduct Consistency Quality/strong/pulliChecklist Tracking/liliManagement Performance Ratings/liliGuest Ratings/li/ulpstrongTeamwork/strong/pulliManagement Performance Ratings/li/ulh3Qualifications Requirements/h3pstrongQualifications Requirements:/strong/pullistrongExperience in a hospitality, service, consumer-facing franchise or related field preferred./strong/lilistrongCan-Do Attitude:/strong Must have a positive attitude and willingness to learn./lilistrongAbility to Follow Guidelines:/strong Must be able to understand and follow established guidelines and procedures./lilistrongHandle Pace and Pressure:/strong Must work well in stressful, high-pressure situations./lilistrongListening, Conflict Resolution:/strong Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests./lilistrongCommunication Skills:/strong Must be able to convey information and ideas clearly./lilistrongHospitality and Guest Service:/strong Must have a desire to serve all guests./lilistrongAge Requirement:/strong Must be 18 years of age or older to perform this job./lilistrongSchedule and Travel:/strong Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel./lilistrongClock-in/Out:/strong Arrive and clock in on time for every shift worked and clock out at the scheduled shift ending time, unless otherwise directed by your immediate supervisor. Never work while off the clock./lilistrongBreaks:/strong Clock in/out for breaks at the designated time on your schedule./lilistrongCall Outs:/strong Provide sufficient notice as directed by your supervisor when calling out for a scheduled shift./li/ulpstrongPhysical Working Demands Working Environment:/strong/ppThe physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to carry out physical working demands such as:/pullistrongStooping:/strong Bending body downward and forward by bending spine at waist. Requires full use of the lower extremities and back muscles./lilistrongClimbing:/strong Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms./lilistrongBalancing:/strong Maintaining body equilibrium to prevent falling when walking, standing or crouching on narrow, slippery or erratically moving surfaces./lilistrongKneeling:/strong Bending legs at knee to come to rest on one or both knees./lilistrongCrawling:/strong Moving about on hands and knees or hands and feet./lilistrongStanding:/strong Remaining upright on the feet, particularly for sustained periods of time./lilistrongWalking:/strong Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another./lilistrongRepetitive Motions:/strong Making substantial movements (motions) of the wrists, hands, and/or fingers./lilistrongLifting:/strong Carrying certain housekeeping items such as linens, trash, or vacuums./li/ulpNote:/ppThis job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. The Employer retains the/p/div
