Hotel Cleanliness Expert - Houseman

POSITION SUMMARY

Maintain the overall appearance and prescribed maintenance for the following areas that include, but is not limited to: Lobbies, Corridors; Stairwells and Landings; Elevators; Interior Service and Common Areas; Exterior Walkways, Loading and Storage areas; Landscape Grounds Maintenance; Waste removal/storage areas; Windows and any other common areas in the Building. Post caution signs to limit traffic when necessary. Contact other departments directly for urgent repairs. Respond promptly to requests from guests and other departments. Identify and report preventative or other maintenance issues in public areas or guest rooms. Maintain the daily/weekly/monthly and quarterly checklist and present to the Management office on a regular basis. Perform emergency response service actions (e.g. plumbing, fire incidences follow-up) when requested by management.

Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; properly store flammable materials. Ensure uniform and personal appearances are clean and professional; maintain confidentiality of proprietary information. Welcome and acknowledge all Residence owners according to company standards; anticipate and address Residences owner ‘s service needs; assist individuals with disabilities; thank Residences owner  with genuine appreciation. Speak with others using clear and professional language. Support team to reach common goals. Adhere to quality expectations and standards. Move, lift, carry, and place objects weighing less than or equal to 25 kilograms without assistance and in excess of 25 kilograms with assistance. Ability to push and pull work-related machinery over sloping and uneven surfaces.  Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Visually inspect tools, equipment, or machines (e.g., to identify defects). Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move through narrow, confined, or elevated spaces. Move up and down a ladder. Stand, sit, kneel, or walk for an extended period across an entire work shift. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Houseman Services

• Deliver packages, laundry, dry-cleaning etc. to guests.
• Man the service elevator as required.
• Transport luggage to and from units and other areas. 

Maintain Building and Property

• Perform and document periodic inspections of the building and grounds for safety issues, physical appearance and maintenance conditions.
• Remove trash from each floor and the compactor rooms to the loading dock.
• Comply with all recycling mandates.
• Maintain inventory of supplies, and materials and balance so that inventory levels meet demand levels.
• Perform and adhere to the prescribed scheduled service routines for the areas or items assigned.
• Maintain the overall appearance and prescribed maintenance for the following areas that include, but is not limited to: Lobbies, Corridors; Stairwells and Landings; Elevators; Interior Service and Common Areas; Exterior Walkways, Loading and Storage areas; Landscape Grounds Maintenance; Waste removal/storage areas; Windows, and any other common areas in the Building.
• Clean glass (e.g., windows, mirrors) by removing dust, spots, and smears.
• Clean floor surfaces using designated chemicals, supplies, and equipment (e.g., mops, buffers, vacuums, wet vacuum, extractor, shampoo machine, stain remover).
• Dust surfaces in assigned areas, including furniture, fixtures, woodwork, pictures, public or house phones, fire extinguisher boxes, exit signs, and air vents.
• Empty trash containers, ashtrays, and ash urns into proper containers for recycling or disposal.
• Inspect condition of furniture for tears, rips, and stains and report damages to manager/supervisor.
• Clean and maintain lights by wiping lamps, light fixtures, and light switches, checking that they are in proper working condition, and reporting burnt-out bulbs.
• Perform emergency response service actions (e.g. snow and ice removal, plumbing, fire incidences follow-up) when requested by management.

Housekeeping Protocol

• Post caution signs (e.g., wet floor signs) to limit traffic when necessary.
• Respond promptly to requests from Residence owners, guests, and other team members.
• Identify and report preventative or other maintenance issues in public areas or residences.
• Maintain the daily/weekly/monthly and quarterly checklist and present to the Management office on a regular basis. 
• Contact Maintenance, Housekeeping, or Residence Managers’ office directly for urgent repairs.
• Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OHSA regulations and corporate standards.

Residence Owners Relations

• Address service needs in a professional, positive, and timely manner.
• Welcome and acknowledge each and every Residence owner and guest with a smile, eye contact, and a friendly verbal greeting, using names when possible.
• Anticipate service needs, including asking questions to better understand needs and watching/listening to preferences and acting on them whenever possible.
• Actively listen and respond positively to questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Assist other employees to maintain proper coverage and prompt service.
• Participate in daily line-up! 

Working with Others

• Support all co-workers and treat them with dignity and respect.

Quality Assurance/Quality Improvement

• Participate in meetings regarding QA audit and Operational Excellence.
• Comply with quality assurance expectations and standards.
• Participate in monthly departmental meetings.
• Participate in the action plans for the Residences owners’ engagement survey. 

Physical Tasks

• Move, lift, carry, and place objects weighing less than or equal to 25 kilograms without assistance and in excess of 25 kilograms with assistance.
• Ability to push and pull work-related machinery over sloping and uneven surfaces.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Visually inspect tools, equipment, or machines (e.g., to identify defects)
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move through narrow, confined, or elevated spaces.
• Move up and down a ladder.
• Stand, sit, kneel, or walk for an extended period across an entire work shift. 
• Move at a speed that is required to respond to work situations (e.g., run, walk, jog).
• Move over sloping, uneven, or slippery surfaces and steps.
• Move up and down stairs and/or service ramps.

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to the Maintenance & Housekeeping Managers.
• Follow company and department safety and security policies and procedures to maintain a clean, safe, and secure environment.
• Use proper equipment, wear appropriate personal protective clothing, and employ correct lifting procedures, as necessary, to avoid injury.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Maintain awareness of undesirable persons on property premises.
• Complete appropriate safety training and certifications to perform work tasks.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

Policies and Procedures

• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Maintain confidentiality of proprietary materials and information.
• Perform other reasonable job duties as requested.

Interpersonal Skills

• Team Work
• Diversity Relations
• Customer Service Orientation

Personal Attributes

• Presentation
• Dependability
• Safety Orientation
• Integrity

Communications

• Communication
• Listening

PREFERRED QUALIFICATIONS

Education

Matric

Related Work Experience

At least 1 year of related work experience

Supervisory Experience

No supervisory experience is required