IKL Knowledge

Policies & Procedures

TEAM

Job Description - Room Attendent /House Keeper

JOB DESCRIPTION – ROOM ATTENDANT JOB PURPOSE To deliver a great guest experience and work well with the team to ensure every room (and the lodge public areas) are clean, stocked and presented to Innkeepers Lodge standard. To create a comfortable and welcoming environment with the key aim of ensuring our guests revisit us and recommend us to their family and friends. DUTIES & RESPONSIBILITIES Our Guests Deliver excellent guest service, at all times by:  Giving every guest you meet a friendly greeting (or genuine farewell when they are leaving the business and encourage them to return)  Cleaning and presenting all our rooms and public areas perfectly – to the Innkeepers Lodge brand standard  Valuing our guests by engaging them in appropriate conversation  Valuing regular guests by remembering them  Talking to every guest about the guest experience survey  Checking guests have are enjoyed their stay  Answering / dealing quest queries and complaints quickly, efficiently and professionally Our People Communicate and work well with the lodge and broader business team to ensure the delivery of great guest service. Support the team by helping out others when required. Involved in and contribute at team meetings. Our Practices Take pride to ensure the public areas, bedrooms and bathrooms, linen room and trolleys are clean, fully stocked and tidy. Follow room and key security and lost property procedures at all times. Set up and closedown the department to brand standard including stock rotation. Complete daily , weekly, monthly, 3 monthly, 6 monthly & annual cleaning tasks as per brand standard. Keep up to date with current promotions. Maintain personal knowledge by completing in-house training, online eLearning and workbooks. Always adhere to brand standards and all company policies & procedures. Carry out management team requests and brand instructions. COMPETENCIES & BEHAVIOURS Guest Obsessed Acts with the guest in mind and goes the extra mile. Win With Our People A supportive, hard working and positive individual with a ‘one team’ attitude and outlook. Drive for Results Driven to exceed business targets for self and team balancing the need for results and quality standards. Communicating with Clarity Communicates clearly and articulately and adapts communication style to suit their audience. Handling Pressure & Problems Operates well under pressure, using initiative and remaining positive when confronted with problems

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Innkeeper’s Lodge

Policies & Procedures Guide