Housekeeper, Hospitality ​/ Hotel ​/ Catering

Homewood Suites by Hilton Yuma SECTION ONE: MCR Universal Role Standards

Executive Summary CLEANLINESS and FRIENDLINESS!

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

• Guest Relations:
  Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use:
  Use the guests’ names whenever possible.
• Guest Satisfaction:
  All Team Members work together to contribute to great guest satisfaction scores.
• Recovery:
  Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge:
  Strong knowledge of all features of the hotel facility and amenities.
• Events:
  Awareness and support for all groups and events at the hotel.
• Technology:
  Understanding of relevant technology for each role.
• Phone Etiquette:
  Answer all incoming calls with friendly service using the approved greeting.
• Spotless Cleanliness:
  Sparkling Clean Work spaces:
  All areas, both front and back of the house, should be kept clean and well‑organized.
• Pitching In:
  Cleanliness is a team effort! Pitch in to clean guest rooms and public spaces as needed.
• Hospitality While Cleaning:
  Always greet every guest happily with a smile, by name if possible, while cleaning.
• Product Consistency & Quality:
  Checklists to 100% Accuracy; shift handover reports accurate and on time.
• Flawless Uniform:
  Wear a clean, approved uniform, be well‑groomed, wear a nametag and smile.
• Teamwork:
  Communication should be clear, honest and professional.
• Can Do Attitude:
  Willing to stretch beyond traditional role to meet the needs of the business and guests.
• Collaboration:
  
  Commit to working together to create a welcoming environment.

The Housekeeper is responsible for cleaning and preparing guest rooms, hallways, and public areas in the hotel.

• Pre‑Cleaning and Stocking:
  Complete all pre‑cleaning duties, stock room supplies and tools, attend morning stand‑up, assist with linen in the laundry room.
• Clean and Stock Rooms:
  Thoroughly clean and restock the required number of guest rooms as assigned per shift.
• Additional Cleaning Projects:
  Perform assigned projects in storage rooms, public spaces, guest laundry, and deep cleaning activities as needed.

• Management Performance Ratings
• Guest Satisfaction Scores / Intent to Return

• GM/AGM Spot Checks
• Leadership walk‑throughs
• Guest Ratings / Reviews

• Checklist Tracking
• Management Performance Ratings
• Guest Ratings

• Management Performance Ratings

• Experience in a hospitality, service, consumer‑facing franchise or related field preferred.
• Can‑Do Attitude:
  Positive attitude and willingness to learn.
• Ability to Follow Guidelines:
  Understand and follow established guidelines and procedures.
• Handle Pace and Pressure:
  Work well in stressful, high‑pressure situations.
• Listening, Conflict Resolution:
  Effective at listening and resolving concerns and issues with co‑workers and guests.
• Communication
  
  Skills:
  
  Convey information and ideas clearly.
• Hospitality and Guest Service:
  Desire to serve all guests.
• Age Requirement: 18 years of age or older.
• Schedule and Travel:
  Willing to work a varied schedule including evenings, nights, weekends, and holidays.
• Clock‑in/Out:
  Arrive and clock in on time; never work while off the clock.
• Breaks:
  Clock in/out for breaks at the designated time.
• Call Outs:
  Provide sufficient notice when calling out for a scheduled shift.

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to carry out physical working demands such as:

• Stooping
• Climbing
• Balancing
• Kneeling
• Crawling
• Standing
• Walking
• Repetitive Motions
• Lifting:
  Carry certain housekeeping items such as linens, trash, or vacuums.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other…