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Guest Room Specialist

3 months ago

Mescalero, New Mexico, United States Inn of the Mountain Gods Full time
Position Title: Room Attendant

Reports To: Floor Supervisor

Supervises: N/A

Summary of Position:

The Room Attendant is responsible for the cleanliness and upkeep of guest accommodations. This role ensures that all complimentary amenities are adequately stocked and available for guests.

Key Responsibilities and Performance Expectations:
  • Skills and Knowledge
  • Ability to articulate and demonstrate Hospitality Standards and Expectations.
  • Knowledge of resources necessary to fulfill tasks to the established standards.
  • Ability to demonstrate the technical skills required for task completion.
  • Understanding of the behavioral values necessary for successful task execution.
  • Proactive in addressing issues and finding solutions when necessary.
  • Ability to seek assistance from colleagues when required to achieve objectives.
  • Comprehensive knowledge of Inn of the Mountain Gods products and services.
  • Provide guests with accurate directions and information about the venue. Address all guest feedback in a timely, professional, and courteous manner.
  • Performance Standards
  • Consistently meets performance expectations in Key Responsibilities and operational standards.
  • Adapts to challenges and seeks innovative solutions to achieve desired outcomes.
  • Acts independently to address guest or internal customer needs in the absence of supervision.
  • Responds positively to change and applies skills effectively to succeed.
  • Supports the Quality Goal of achieving excellence on the first attempt.
  • Maintains the integrity and condition of Inn of the Mountain Gods property, ensuring all areas and equipment are kept in pristine condition.
  • Proposes enhancements to improve performance.
  • Behavioral Expectations
  • Exhibits behavior that aligns with Inn of the Mountain Gods standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
  • Approaches all tasks with enthusiasm and inspires others to do the same.
  • Maintains a positive demeanor in all situations.
  • Respects the individuality of others and fosters open communication for collaboration.
  • Speaks positively about guests, team members, and the organization in all contexts.
  • Treats everyone with respect at all times.
  • Service Excellence
  • Demonstrates a commitment to serving others.
  • Identifies and communicates the needs of guests and colleagues effectively.
  • Takes prompt action to fulfill guest needs and exceed expectations.
  • Seeks opportunities to enhance individual or team service delivery.
  • Willing to assist beyond job responsibilities to contribute to the overall success of the resort.
  • Takes ownership of guest issues until resolved.
  • Professional Standards
  • Adheres to Inn of the Mountain Gods appearance standards.
  • Upholds the reputation and image of Inn of the Mountain Gods in all situations.
  • Attendance
  • Complies with attendance policies.
  • Notifies supervisor of any anticipated absences as early as possible.
  • Expected to work during special events and concerts.
  • Communication Skills
  • Provides essential information to others in a timely manner.
  • Shares relevant information with the next shift to ensure continuity.
  • Listens actively to others without interruption and considers their feedback.
  • Asks clarifying questions to better understand expectations.
  • Reports all guest feedback to Supervisor or Manager.
  • Informs Supervisor or Manager of any issues regarding property standards.
  • Team Collaboration
  • Prioritizes team success over individual achievements.
  • Supports fellow team members without needing to be asked.
  • Takes initiative to resolve conflicts among team members.
  • Assists other departments in achieving their goals.
  • Shares ideas to enhance team success and guest satisfaction with Supervisor or Manager.
  • Contributes to team and departmental meetings with constructive ideas.
  1. Essential Duties and Responsibilities include the following and may be adjusted at management's discretion:
  • Reports any lost items or damages in guest rooms to Supervisor.
  • Maintains cleanliness and organization of housekeeping carts and restocks as needed.
  • Cleans and sweeps balcony areas.
  • Strips beds and changes linens in accordance with environmental standards.
  • Removes waste from guest rooms and bathrooms.
  • Cleans mirrors, windows, and sliding door tracks.
  • Vacuum carpets thoroughly.
  • Dusts all furniture within guest rooms.
  • Dusts and vacuums drapes.
  • Sweeps and mops hard surface floors.
  • Restocks bathrooms with towels and paper products.
  • Sanitizes bathroom fixtures including sinks, toilets, and showers/tubs.
  • Restocks complimentary items such as coffee, tea, and condiments.
  • Assists in other areas as requested.
  • Adheres to all regulatory, departmental, and organizational policies and procedures.
  1. Supervisory Responsibilities
N/A
  1. Education and Experience Requirements
Demonstrates the values of Inn of the Mountain Gods, reflected in the principles of Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all tasks with a positive attitude and encourages a similar outlook in others. Collaborates effectively with team members to achieve collective goals. High School Diploma or equivalent experience is preferred; or a combination of education and experience may be considered.
  1. Physical Demands
The physical demands described here are representative of those required to successfully perform the essential duties of this position. While performing the responsibilities of this role, the team member is frequently required to stand, walk, use hands, reach, stoop, kneel, crouch, or crawl, and communicate effectively. Must be able to utilize handheld communication devices. The team member must occasionally lift and/or move up to 50 pounds and stand for extended periods.
  1. Work Environment
The work environment characteristics described here are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The noise level in the work environment is typically loud. The team member may be exposed to smoke-filled environments and biohazardous materials. The team member may encounter challenging situations with guests and work in high-stress environments.