Overview

Provide clerical/secretarial and administrative support for the Housekeeping department, including dictation, typing, computer input, filing, tracing, answering telephones, printing reports, payroll, maintaining employee files and departmental records/logs.

Responsibilities

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain knowledge of:
• All hotel services/features and hours of operation.
• All guest room layouts, bed types, décor, appointments, amenities, locations, numbers/names.
• Housekeeping services available for guests.
• Available laundry/dry cleaning services and hours of operation.
• Access all functions of computer.
• Properly open and close the department, by creating and changing assignments as needed.
• Set up work station with necessary supplies and resource materials.
• Complete supply requisitions and submit to Manager; stock office supplies upon receipt.
• Print designated reports and distribute accordingly.
• Prepare work orders for maintenance repairs and distribute to Engineering. Monitor completion of work orders submitted.
• Communicate departmental and guest needs as they arise with respective Housekeeping personnel by beeper/radio.
• Answer Housekeeping telephone.
• Document all guest requests for Housekeeping items/services and assign to respective personnel/departments for completion. Follow up on guest satisfaction.
• Issue Housekeeping items to Assistant Housekeepers for delivery to guest rooms. Follow up on return of items.
• Establish and maintain filing procedures.
• Retrieve and distribute departmental mail.
• Type correspondence and reports as assigned.
• Prepare employee daily/weekly payroll and submit to manager.
• Document pertinent information in departmental log book.
• Review status of incomplete work and follow-up actions with manager before leaving.

Qualifications

• Fluency in English both verbal and non-verbal.
• Ability to:
  • Perform job functions with attention to detail, speed and accuracy.
  • Prioritize and organize.
  • Be a clear thinker, remaining calm and resolving problems using good judgement.
  • 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 hotel data.
• Familiarity with preparing statistical reports.
• Previous guest relations training.
• Ability to input and access information in the property management system/computers.
• Exert physical effort in transporting boxes, carts, linen (150 pounds) to different areas of the resort.
• Endure various physical movements throughout the work areas.
• Remain in stationary position for 8 hours throughout work shift.
• Satisfactorily communicate with guests, management and co-workers to their understanding.