Housekeeper

Springhill Suites by Marriott Boston Peabody
43 Newbury Street Peabody MA 01960

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS!
The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE
• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

DUTIES AND EXPECTATIONS
1. Happy Guests
• Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• 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.
2. Spotless Cleanliness
• Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.
• Pitching In: Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
• Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning.
3. Product Consistency & Quality
• Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
• Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.
• Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.
4. Teamwork
• Communication: Communication between Team Members should be clear, honest, and professional.
• Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.
SECTION TWO: Housekeeper, Role Specific Duties and Expectations
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 including, but not limited to, stocking room supplies and tools on assigned work cart, attending morning stand-up meeting, folding and/or assisting with any dirty linen in the housekeeping laundry room.
• Clean and Stock Rooms: Thoroughly clean and restock the required number of guest rooms as assigned per shift.
• Additional Cleaning Projects: As assigned by direct supervisor, in storage rooms, public spaces, guest laundry, room deep cleaning activities, as needed. All front and back of house areas should be well-organized and clean.

SECTION THREE: Success Metrics

Happy Guests
• Management Performance Ratings
• Guest Satisfaction Scores/Intent to Return
Spotless Cleanliness
• GM/AGM Spot Checks
• Leadership Walk-throughs (RVP, etc.)
• Guest Ratings/Reviews
Product Consistency & Quality
• Checklist Tracking
• Management Performance Ratings
• Guest Ratings
Teamwork
• Management Performance Ratings
SECTION FOUR: Qualifications & Requirements

Qualifications & Requirements:
• Experience in a hospitality, service, consumer-facing franchise or related field preferred.
• Can-Do Attitude: Must have a positive attitude and willingness to learn.
• Ability to Follow Guidelines: Must be able to understand and follow established guidelines and procedures.
• Handle Pace and Pressure: Must work well in stressful, high-pressure situations.
• Listening, Conflict Resolution: Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
• Communication Skills: Must be able to convey information and ideas clearly.
• Hospitality and Guest Service: Must have a desire to serve all guests.
• Age Requirement: Must be 18 years of age or older to perform this job.
• Schedule and Travel: Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.
• Clock-in/Out: Arrive and clock in