At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived.
We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road.
Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay.
We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand.
If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.
To ensure that all hotel standards are applied in the housekeeping areas like all guest rooms, corridors, pantries and public areas.
To supervise all on goings on the floors, rooms, Public Areas and communicate the status of all rooms and Public Areas at any time and have an overview of what needs to be completed.
To maintain a good and enjoyable work environment.
To perform and execute all Housekeeping operations in accordance with the hotel standards set by the Hotel Management.
Maintains the Daily Log Book.
Reports Lost and Found items and follow the laid down lost and found procedures.
To log daily events pertaining to your assigned rooms and floors.
To raise job orders to Engineering department for repair and maintenance works.
To train the new associates assigned to you and supervise their progress of work assigned to them.
Long and Short Inspection forms to be used while servicing and checking the rooms.
To deliver the brand promise and provide personal, instinctive, renewal and professional guest service at all times.
To provide excellent service to internal customers as appropriate.
To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, feedbacks guest complaints to Supervisor / Assistant Manager Housekeeping promptly.
To maintain positive guest and colleague interactions with good working relationships.
To assist to implement consistent guest recognition programmes.
Be familiar with the hotel’s products and services and policies.
Supervise work activities of housekeeping associates during the shift
Review the operation plan, assign task sheet, duties and task of the day
Ensure all associates have the proper tools and equipment to start their shift
Review VIP’s requirements, preferences and special arrangements
Monitoring and supporting the housekeeping associates in delivering a high quality cleaning standard consistently. Inspect work for conformance to the company’s standards of cleanliness
Ensure associates are maintaining a high standard of cleanliness, guest service standards, good knowledge of company’s programs and initiatives through training and development
Taking an active / hands on approach with the daily cleaning tasks and conduct a final check / inspection of all guestrooms on his / her floor to ensure standards are met
Ensure a successful delivery of GPS when appropriate
Engaging with guests to ensure their expectations are met and that any issues they may have are resolved to their satisfaction
Investigate complaints received from his / her area regarding services, associates, equipment and take corrective action
Perform cleaning duties in cases of emergency, staff shortages or when required
Report and determine need for repairs or replacement of furniture or equipment, and makes recommendations to management
Records data regarding attendants, work assignments and personnel actions and hand it over to the housekeeping coordinators.
Report irregularities to the management
Liaising with other departments to ensure the smooth running of all aspects of the operation. Report unsolved issues to the management
Coordinate the work / interaction between the housekeeping and other departments such as maintenance / work orders in guestrooms and / or guest corridors to promote high levels of efficiency, organization and communication
Ensure the team are aware of the departmental performance against targets
Make recommendations and implement changes and improvements as instructed by the management
Maintain awareness of associates strengths, weaknesses and areas of attention and prepare the training plans accordingly in order to continually progress and develop the team
Conducts on-boarding training, explain policies, work procedures, and to demonstrate use and maintenance of equipment
Constantly share performance feedback with associate and management
Pantry Management and Inventory Control
The pantry is a mutual responsibility of Room Attendants, Shift leaders and Supervisors therefore, each associate will receive a key for his / her pantry ensure its locked all time
Ensure each associate has received his / her pantry key before starting the shift
Monitor, control and track housekeeping supplies and equipment, take records of weekly floor inventories and ensure that stock is kept at the right level
Ensure linen distribution is completed and stock is kept at the right level
Each pantries have an adequate quantity of all materials (amenities, supplies, collaterals, stationary, cleaning supplies) to cover minimum of (14) rooms
Ensure that day to day consumption log sheet is updated by the associates and kept in the pantry
Ensure Day to day consumption is recorded in the log sheet by the associates and is kept in the pantry
Ensure that all shelves and items have appropriate labels
Ensure that each type of linen is separately stored in the designated area according to he label
Heavier items are stored in lower racks and small items are stored in drawers
Bedsheets, pillow cases should be routinely rotated to retain fresh appearance
Conduct regular spot checks / inspections to ensure the process is in place and all pantries are kept clean, neat and in good condition all times
To report for duty punctually wearing the correct uniform and passion tag.
To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department grooming standards.
To maintain good working relationships with colleagues and all other departments.
To read the hotel’s Associate Handbook and have an understanding of and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
To comply with local legislation as required.
To respond to any changes in the department as dictated by the needs of the hotel.
To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments / areas if required, in order to meet business demands and guest service needs.
To follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
To be well versed with the Hotel safety and security procedures and be vigilant about observing and reporting anything unusual.
To assist in carrying out fort nightly, monthly quarterly, bi-yearly, yearly inventory of operating equipment.
To respond to changes in the Housekeeping functions as dictated by the industry, company and hotel.
To carry out any other reasonable duties and responsibilities as assigned.
Exercises responsible behaviour at all times and positively representing the hotel team and Starwood Standards.
To ensure that no information regarding guest names or room numbers are given to unauthorized persons
Ensure unidentified persons are not allowed access to guest rooms
Report any accidents (guest or staff)
To be fully aware of the Health & Safety Policy
To be aware of fire and bomb procedures
Take care in work to avoid accidents
To wear correct uniform at all times and maintain standards of appearance, personal hygiene, behavior and discipline
Report suspicious characters
Care when lifting or moving heavy objects
Care to use proper equipment to reach difficult or high places
Report faults in electrical equipment or sockets and faults on equipment e.g. trolleys.
Participate in meetings.
Specific Job Knowledge, Skills and Abilities (Property specific)
Ensure full liaison with other members of the team in Housekeeping and the Valet and Linen Room
Good communication with other departments
Good relationship with guests and internal customers
Good communication with Floor Supervisors, Office Coordinator, Assistant Executive Housekeeper and the Director of Housekeeping.
Polite, courteous and helpful.
Able to prioritize requests effectively.
Able to deal with complaints in a calm and composed way.
Genuine interest in helping and resolving guests’ problems.
Must be able to converse fluently in English, any other additional language would be an advantage.
Knowledge of computer and related software systems would be added advantage.
Must be organized and structured.
Must have a certain level of initiative.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.