Housekeeper

**Housekeeper**
**Veriu Hotels & Suites and Punthill Apartment Hotels**

Job Purpose

**Department**

Hotel Operations - Back of House (BOH)

**Reports To**

Hotel Manager/Assistant Hotel Manager/Duty Manager/Relief Hotel Manager/ Relief Assistant Hotel Manager

**Overview**

First impressions are everything As a Housekeeper, you will have the opportunity to create lasting memories for every Guest, ensuring all apartments and guest areas are comfortable, inviting and clean, and providing pleasant service in all interaction. The luxury our Guests experience when staying with us through interaction & hotel presentation is key to ensuring brand loyalty. As a housekeeper, you will perform routine duties in cleaning and servicing of guest apartments under the supervision of the Housekeeping Supervisor or Hotel Manager, ensuring quality benchmarks are met at all times in accordance with the set brand standards.

Duties & Accountabilities

**Housekeeping Operations**
- Consistently offer professional, friendly and engaging service in all interactions & guest touch points.
- Follow, maintain & take ownership of the cleanliness standards in every guest area & allocated guest rooms.
- Ensure prompt servicing of allocated common areas & rooms within the assigned timeframes.
- Maintain operational, cleanliness & brand standards as set out in the Housekeeping Operations Manual.
- Provide feedback on room conditions to your Supervisor, particularly in terms of areas that require deep clean, repairs or replacement to maintain apartment standards.
- Be a brand ambassador in all interactions, proactively building relationships with guests.
- Ensuring assigned housekeeping trolleys are well stocked, maintained and any maintenance reported.
- Clock in/out for every shift to ensure your working hours are accurately calculated, communicating issues with the clocking machine to your Supervisor or Manager as soon as possible.
- Return all keys & materials at the end of the day, ensuring they are accounted for prior to leaving shift.
- Tag and Return and all lost and found articles to the Manager’s office for proper storage.
- Follow departmental, Hotel & Group policies, procedures & service standards at all times, holding yourself & your team members accountable.

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- Maintain guest & hotel privacy & safety at all times.
- Store soiled linen/rubbish in the designated areas.
- Maintain appropriate levels of stock on every level for ease for work and guest needs, reporting stock requirements to the Supervisor or Manager on duty.
- Attend all required training and team meetings.
- Provide feedback to Management for continuous improvement and consistency of product.
- Complete additional tasks as required by the Supervisor or Management.
- Work autonomously within a team environment, ensuring a seamless flow for guests.
- Train new staff in housekeeping tasks, ensuring high brand standards are maintained.
- Be proactive in supportive new property & group initiatives.
- Have an aptitude to promote minimum levels of skills and abilities that would create a positive outcome, in a hot and challenging work environment.
- Maintain full compliance with the Housekeeping Operations Manual.
- Understand and comply with all company and departmental rules and regulations, policies and procedures.
- Must have ability to work with others to create attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with minimum supervision.

**Workplace Health & Safety**
- Actively address risks and hazards in the hotel to minimise incidents
- Report Hazards, near misses and accidents at the workplace immediately to the Hotel Manager and complete Incident Reports according to procedures and requirements
- Possess strong knowledge and understanding of all emergency procedures for the property, such as fire evacuation, security threat, bomb threat, aggressive behaviour etc.
- Maintain a 1m clear radius around all emergency equipment & exit routes ensuring they are accessible, clean and free of obstacles
- Ensure guest security and privacy is maintained at all times
- Ensure all statutory measures for Responsible Service of Alcohol and Food Safety laws and principles are adhered to

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Qualifications, Skills & Experience

**Skills**
- Effective verbal communication skills
- Strong attention to detail, accuracy and organisation skills
- Relationship focused and strong interpersonal skills
- Ability to work flexible schedules that fluctuate around business requirements
- Ability to stay calm under pressure and be a hotel & brand ambassador in all interactions
- Deliver a professional, friendly and efficient approach to customer service when interacting with guests
- Act in the hotel’s best interest
- Align with Veriu Groups Vision, Mission and Values

**Key Personal Drivers**
- Works to contribute to a positive team environment
- Takes accountability and responsibility for ensuring own and other actions
- Un