Lodging Maintenance Associate

Position Title: Room Attendant

Reports To: Floor Supervisor

Supervises: N/A

Summary of Position:

The Room Attendant is responsible for the thorough cleaning and upkeep of guest accommodations. This role ensures that all complimentary items are replenished and organized.

Key Responsibilities and Performance Expectations

• Skills and Knowledge
• Demonstrates understanding of Hospitality Standards and Expectations.
• Knows where to obtain necessary information to fulfill tasks effectively.
• Exhibits technical skills required to perform duties to the expected standard.
• Understands the behavioral values essential for completing tasks efficiently.
• Takes initiative to resolve issues independently when solutions are not readily available.
• Knows how to seek assistance when necessary to achieve goals.
• Possesses comprehensive knowledge of Inn of the Mountain Gods products and services.
• Provides guests with accurate directions and information about the venue. Responds to feedback in a timely, professional, and courteous manner.
• Performance
• Meets established performance standards in key responsibilities and operational guidelines.
• Adapts to challenges by finding innovative solutions to achieve desired outcomes.
• Acts decisively in the absence of direction to meet guest or internal customer needs.
• Responds positively to change by applying skills effectively to succeed.
• Supports the Quality Goal: "Achieve excellence on the first attempt."
• Protects and maintains the property of Inn of the Mountain Gods, ensuring all areas are kept clean and in good condition.
• Offers suggestions for performance improvement.
• Behavior
• Exhibits behavior that aligns with Inn of the Mountain Gods standards (Mission, Values, Hospitality Practices, Customer Service Skills).
• Approaches all tasks with enthusiasm and inspires others to do the same.
• Maintains a positive attitude in all situations.
• Respects the individuality of colleagues and fosters open communication.
• Speaks positively about guests, team members, and the organization in all contexts.
• Treats everyone with respect at all times.
• Service Orientation
• Serves others effectively.
• Identifies and communicates the needs of guests and team members.
• Takes prompt action to meet or exceed service expectations.
• Seeks ways to enhance service delivery for individuals or the team.
• Provides assistance beyond job responsibilities to contribute to the success of the resort.
• Takes ownership of guest issues until resolution is achieved.
• Professionalism
• Adheres to Inn of the Mountain Gods appearance standards.
• Supports 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.
• Required to participate in special events and functions as needed.
• Communication
• Provides necessary information to others in a timely manner.
• Shares relevant information with the next shift to ensure continuity.
• Listens actively to others and considers their feedback.
• Asks clarifying questions to better understand expectations.
• Reports guest feedback and concerns to Supervisor or Manager.
• Informs Supervisor or Manager of any issues with resort facilities or equipment.
• Team Collaboration
• Puts the success of the team above personal interests.
• Assists fellow team members without needing to be asked.
• Takes initiative to resolve conflicts among individuals.
• Supports other departments in achieving their goals.
• Shares ideas for enhancing team success and guest satisfaction with Supervisor or Manager.
• Contributes to the overall success of the department and resort.
• Participates actively in team meetings, offering constructive ideas for progress.

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 housekeeping carts and ensures they are stocked from supply closets.
• Cleans and sweeps balcony areas.
• Strips beds and changes linens according to environmental standards.
• Removes waste from guest rooms and bathrooms.
• Cleans mirrors, windows, and sliding door tracks.
• Vacuum carpets.
• Dusts furniture within guest rooms.
• Dusts and vacuums drapes.
• Sweeps and mops floors.
• Stocks bathrooms with towels and paper products.
• Sanitizes bathroom fixtures including sinks, toilets, and showers.
• Restocks complimentary items such as coffee and tea.
• Assists in other areas as needed.
• Follows all regulatory, departmental, and organizational policies and procedures.

1. Supervisory Responsibilities

N/A

1. Education and/or Experience Requirements

Must embody the values of Inn of the Mountain Gods, represented by the acronym A-P-A-C-H-E: Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all tasks with a positive attitude and encourages enthusiasm in others. Works collaboratively with team members to achieve event objectives, exemplifying teamwork. A High School Diploma or General Education Degree (GED) or six months to one year of relevant experience and/or training; or an equivalent combination of education and experience may be considered. Preference may be given to candidates with bicultural experience.

1. Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position. While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use handheld communication devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for extended periods.

1. Work Environment

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is high. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous materials such as blood and other bodily fluids. The team member may encounter challenging situations with guests. May be subject to high-stress environments.

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