Room Attendant

The Room Attendant is responsible for cleaning and servicing guest rooms in order to provide a comfortable experience for guests. Additional responsibilities may include assisting in public areas, answer guest inquiries, delivering items to guest rooms, restocking and assisting with special cleaning projects. 

DUTIES AND RESPONSIBILITIES 

Housekeeping Operations

• Provide a pleasant room experience to guests. 
• Ensure all guest room areas meet hotel standards (i.e. inspect all assigned areas to ensure furnishings, light fixtures, room equipment, are clean and in good repair).
• Cleaning responsibilities include but not limited to replacing/changing items in guest room such as bed linen, skirts, pillows, towels, bath care products, sweep, mop, vacuum, dusting, cleaning high touch point areas. 
• Complete daily room assignments. 
• Assist with, reports, maintenance request forms, logbooks, lost and found etc. as needed.
• Regularly assist with deep cleaning projects and other duties.
• Maintain hotel sensitive information confidential such as guest profiles, credit card information etc. 
• Demonstrate brand standards, behaviors, hallmarks and mandates.
• Follow all safety guidelines to ensure safety of all associates and guests. 
• Follow all guidelines, policies and procedures as outlined by PHM’s Employee Handbook such as, reporting to scheduled shift, report to work on time, reporting absences, have a professional demeanor, lost & found etc.

Interpersonal Relationships

• Spark conversations with guests and associates in a professional manner, smile often, and establish relationships in order gain trust and loyalty.
• Follow up with guests throughout to ensure guest satisfaction and or correct any issues that arise.
• Assist with training and or providing guidance to new associates when requested.
• Resolve and address all guest and associate questions and or concerns in a timely, creative and professional manner.
• Report any issues, concerns and or suggestions to management.
• Have constant communication with all hotel departments in order to ensure guest satisfaction. 

Financials

• Follow posted schedule to help reduce overtime and missed meal hours. 

WORKING ENVIRONMENT

The hotel is in a public business atmosphere, which varies temperature based indoor and outdoor climate. The nature of this job is mainly indoors but may require being outdoors. In addition, the housekeeping laundry office is often hot, damp, loud and filled of equipment and chemicals. 

Some local travel may be required in order to attend hotel events not limited to meetings, trainings etc. 

Knowledge

• Understand hotel function and guest profiles. 
• Knowledge of local area including restaurants, landmarks, shopping centers and or local attraction.
• Basic reading, writing, and basic number knowledge in order to pass along notes, comments etc. (any language)

Skills

• Basic housekeeping communication skills both verbal and written in English.
• Interpersonal skills such as listening, smiling, relating, asking questions, teamwork, etc. 
• Have the skill to manage multiple tasks at a time, maintain focus and structure under pressure.
• Have the skill to resolve conflicts with ease and professionalism to ensure maximum guest and associate satisfaction. 

Abilities

• Ability to develop and maintain relationships with both associates and guests to build trust and loyalty.
• Ability to maintain consistent positive energy, self-motivation, and passion for hospitality. 
• Ability to keep hotel sensitive information confidential such as guest profiles, credit card information, etc. 
• Ability to learn new software and computer systems. 
• Ability to easily adapt to various situations, constant change, handle pressure and remain composed and focused.   

PHYSICAL REQUIREMENTS

Prolonged standing/walking for 8 hours.  

Ability to walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs., push, and pull approximately 200 lbs.

Ability to properly wear housekeeping personal protective equipment (googles, gown, gloves etc.) while performing specific tasks or for duration of shifts. 

BUSINESS ATTIRE

To present a professional and business image to guests, associates and public we ask that all associates follow PHM’s dress and grooming standards available in the PHM Handbook on page 16.  Standards include wearing full uniform at all times, uniform must be neat, clean and wrinkle free, practice good personal hygiene, and grooming. 

PREFERRED QUALIFICATIONS

• Bilingual or Multilingual
• Prior cleaning/janitorial experience
• Prior hotel experience
• Emotional Intelligence Training

The Sheraton Hotel Palo Alto a Pacific Hotel Management Hotel), functions 7 days a week, 24 hours a day. All associates must acknowledge and understand this fact and be aware that at times it may be necessary to move an associate from their accustomed shift as business dictates.