The requirements of this key result area will have been satisfactorily performed when:-

Transcription

1 ROOM ATTENDANT Page 1 POSITION: ROOM ATTENDANT DIVISION Housekeeping JOB GRADE: 1 OCCUPATIONAL LEVEL: Unskilled OCCUPATIONAL CATEGORY: Elementary Occupation SKILLS PROGRAMME FRAMEWORK LEVEL Accommodation Services: ASSP1 DUTIES: Performs routine duties in the cleaning and servicing of Guest rooms and bathrooms, public areas including public toilets, and any other areas which may be assigned to him/her. Supplies Guest rooms/ public areas with any items which are required for the convenience and comfort of the Guest. The employee is familiar with and performs to the minimum Guest Service Standards laid down within his/ her area of work and responsibility. JOB SPECIFICATION: Literacy: Numeracy: Language: Physical: Must be able to read and write in order to read Guest Rooming Lists, standard procedures and instructions and complete basic Housekeeping reports, stock sheets, requisition forms, etc. Must be able to do a basic count of stock items, linen items, perform basic addition, subtraction, multiplication and division. Must be able to communicate verbally in English for the purposes of communicating with Guests and management. Must be able to perform physical dexterous tasks such as making beds, cleaning baths, operating cleaning equipment., etc. Formal Training/ Education: Not Required Competency: The employee is able to consistently apply the skills and knowledge requirements of the job position in order to meet and exceed the minimum Guest Service Standards laid down. GUEST SERVICE STANDARDS DESCRIPTION JOB DESCRIPTION AND KEY PERFORMANCE AREAS DUTIES, RESPONSIBILITIES AND PERFORMANCE STANDARDS 1. Room Cleaning 1.1. Guest supplies, clean linen and cleaning materials, sufficient for the day's schedule, are collected and stocked on the Housekeeping trolley Beds are made neatly with fresh linen. Waste baskets are emptied, dirty trays are

2 ROOM ATTENDANT Page 2 removed, Cups, kettles and tea/ coffee service trays are cleaned and replenished, mirrors and wardrobe shelves cleaned, door frames and furniture wiped with damp cloth, light fixtures are dusted and checked to be in operating order, window sills cleaned, carpets are vacuumed and furniture arranged properly.

3 ROOM ATTENDANT Page Soiled linen is removed and counted and placed in assigned area. Light bulbs are checked and replaced, if necessary, clocks are set to correct time and television sets are checked to be in working order and channels are tuned in to preset stations All advertising material and Guest supplies i.e. brochures, Guest comment forms, Guest stationery etc. are replaced. Lost property left in vacated rooms is handed in to the Executive Housekeeper Bathrooms are cleaned ensuring that bath, toilet, washbasin, mirrors and tiles have been thoroughly cleaned. Guest towels and Guest supplies, e.g. toilet rolls, soaps, etc. are replaced Any broken or damaged items in Guest rooms are reported immediately to the Housekeeping Supervisor or Executive Housekeeper Where applicable, mini bar fridges are defrosted and cleaned and ice trays and water containers replenished. 2. Public Areas Cleaning 2.1. Floors, lifts, stairs, foyers, furniture and fittings in all public areas, back of house areas and offices are cleaned and such areas swept, vacuumed or polished according to the standard cleaning procedures Brassware/ copperware/ silver/ chrome fittings are cleaned and polished and all windows/ glass cleaned with the correct solvents/ chemicals Public area toilets are cleaned and supplies such as toilet paper, soap, towels, etc. replenished or replaced. 3. Interpersonal Relationships 3.1. Other members of Staff are dealt with in a polite and helpful manner at all times Essential information required by the organisation is accurately communicated to the appropriate personnel and any differences of opinion with other members of Staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary Instructions from Management are treated constructively and acted upon 4. Guest Satisfaction

4 ROOM ATTENDANT Page Guests are greeted in a polite and friendly manner and assistance offered where necessary Guest needs and requirements are anticipated and acted upon as soon as possible and Guest enquiries and requests are dealt with promptly and efficiently. Requests outside area of authority are referred immediately to an appropriate person and requests are followed through to ensure Guest satisfaction.

5 ROOM ATTENDANT Page Dissatisfied Guests are acknowledged immediately and attended to without delay. The Guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individual's ability or are referred to the appropriate person. Complaints are followed up where appropriate to ensure satisfactory action is taken. 5. General and other Duties The above Guest Service Standards Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. This Guest Service Standards Description may be subject to review from time to time. The job incumbent will be required to perform similar such duties or tasks in any area of the Hotel as may be designated by Management from time to time. The job incumbent will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills. The job incumbent will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the Hotel's requirements and do not detract from the desired image of the Hotel. The job incumbent will, at all times, be required to render the highest level of courtesy and service to Hotel Guests even where such service may fall beyond the incumbents main duties or scope of this position. Signed in acceptance and acknowledgement of my acceptance of the required performance standards, duties and responsibilities of this position. Job Incumbent' Name and signature Date

6 ASSISTANT DEPARTMENT MANAGER HOUSEKEEPING Page 1 POSITION: ASSISTANT DEPARTMENT MANAGER HOUSEKEEPING DIVISION: Housekeeping JOB GRADE: 7 OCCUPATIONAL LEVEL: Junior Management OCCUPATIONAL CATEGORY: Legislators, Senior Officials and Managers SKILLS PROGRAMME FRAMEWORK LEVEL DUTIES: The job incumbent is required to assist the Executive Housekeeper in the supervising and controlling of the cleaning and servicing of all bedrooms, restaurants, conference, kitchen and public areas in the Hotel to the standards of cleanliness and maintenance required by the Hotel. The job incumbent is required to maintain overall supervision of the Hotel Laundry (where applicable). The employee is familiar with and performs to the minimum Guest Service Standards laid down within his/ her area of work and responsibility. JOB SPECIFICATION: Literacy: Numeracy: Language: Physical: Must be able to read and write in order to read Guest Rooming Lists, standard procedures and instructions and complete Housekeeping reports, stock sheets, requisition forms, etc. Must be able to do a basic count of stock items, linen items, perform basic addition, subtraction, multiplication and division and perform necessary calculations and mathematics for reporting purposes. Must be able to communicate verbally in English for the purposes of communicating with Guests and management. Must be able to maintain physical stamina to personally supervise areas of responsibility. Formal Training/ Education: Matric or equivalent formal educational qualification Competency: The employee is able to consistently apply the skills and knowledge requirements of the job position in order to meet and exceed the minimum Guest Service Standards laid down. The employee is able to display management skills in the interpretation of Hotel policy, business objectives, the application of resources, control of costs and overall management of Staff and standards.

7 ASSISTANT DEPARTMENT MANAGER HOUSEKEEPING Page 2 GUEST SERVICE STANDARDS DESCRIPTION JOB DESCRIPTION AND KEY PERFORMANCE AREAS DUTIES, RESPONSIBILITIES AND PERFORMANCE STANDARDS 1. Housekeeping 1.1. The minimum Guest Service Standards for housekeeping are communicated and implemented Service Staff are appraised against the required Service Standards and the necessary training is scheduled to ensure that housekeeping Service Standards are met and consistently maintained Supervision and control over housekeeping Staff and/ or contractors is maintained, ensuring that service is prompt, professional and courteous at all times, bearing in mind the comfort and well-being of Guests All bedrooms and public areas, including cloakrooms and toilets, are serviced and cleaned daily to the standards required by the Hotel through the direct supervision and direction of all Room and Public Area Attendants or outside contractors Rooms are checked before being handed back to Front Office and liaison is maintained with Front Office on forecast occupancies to ensure that sufficient rooms are clean and available for arriving Guests Rooms are checked regularly for repairs and refurbishing and that appropriate maintenance is effected. Liaison is maintained with the Rooms Division Manager on room maintenance, decor and general condition and room spring cleaning rostering Stewarding Staff are allocated for the scheduled daily cleaning of kitchen, restaurant, bar and public areas, including cloakrooms and toilets, corridors, Staff canteen and delivery and rubbish disposal areas Any special Guest requests as notified by Front Office are met where possible. 2. Laundry and Linen Stock 2.1. All linen, including towels, sheets, tablecloths, uniforms, etc. are laundered in-house or by outside contract in a cost-effective and efficient manner so as to ensure an adequate supply of clean linen in a good state of repair to the various service departments of the Hotel, including Housekeeping A 24 hour valet service is available to Guests with a turn-around time of no later than 6 (six) hours All Housekeeping and Laundry stocks and supplies are timeously requisitioned, correct stock levels maintained and stored under optimum conditions Stock is taken of all operating equipment and Housekeeping materials at specified

8 ASSISTANT DEPARTMENT MANAGER HOUSEKEEPING Page 3 intervals and required records are maintained. Standard Housekeeping and Laundry stocks are controlled through the correct handling, storage and stock counts of such stocks, in order to minimise loss through waste, theft and breakage Control is maintained to ensure operating equipment is used properly and not abused e.g. vacuum cleaners, polishers, etc. and that a preventative maintenance programme for such equipment is maintained All GUEST room and public area furnishings and fittings are maintained in a good state of repair and where necessary faults and defects are reported to Maintenance Department and actioned without delay. 3. Staff Development and Supervision 3.1. Regular feedback and performance appraisals are conducted with all Housekeeping Department Staff, identifying areas for development and training needs Regular on-the-job training is carried out with all Housekeeping Department Staff to ensure that they perform their duties correctly to Hotel standards and that all identified training needs are scheduled and actioned Fair and equitable discipline is maintained in accordance with the Hotel's Disciplinary Procedure. The action and causes of Staff grievances are investigated and handled in terms of the Hotel's Grievance procedure Duty rosters of permanent and casual Staff are prepared to ensure correct manning levels for predicted occupancies and even distribution of work Effective communication is maintained by attending meetings as required and holding Staff meetings on a regular basis to impart information The duties of the Executive Housekeeper are performed in the absence of the latter. 4. Interpersonal Relationships 4.1. Subordinates and other members of Staff are dealt with in a polite and helpful manner at all times Essential information required by the organisation is accurately communicated to the appropriate personnel and any differences of opinion with other members of Staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary Instructions from Management are treated constructively and acted upon

9 ASSISTANT DEPARTMENT MANAGER HOUSEKEEPING Page 4 5. Guest Satisfaction 5.1. Guests are greeted in a polite and friendly manner, in their own language where possible Guest needs and requirements are anticipated and acted upon as soon as possible and Guest enquiries and requests are dealt with promptly and efficiently. Requests outside area of authority are referred immediately to an appropriate person and requests are followed through to ensure Guest satisfaction Dissatisfied Guest are acknowledged immediately and attended to without delay. The Guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individual's ability or are referred to the appropriate person. Complaints are followed up where appropriate to ensure satisfactory action is taken. 6. General and other Duties The above Guest Service Standards Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. This Guest Service Standards Description may be subject to review from time to time. The job incumbent will be required to perform similar such duties or tasks in any area of the Hotel as may be designated by Management from time to time. The job incumbent will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills. The job incumbent will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the Hotel's requirements and do not detract from the desired image of the Hotel. The job incumbent will, at all times, be required to render the highest level of courtesy and service to Hotel Guests even where such service may fall beyond the incumbents main duties or scope of this position. Signed in acceptance and acknowledgement of my acceptance of the required performance standards, duties and responsibilities of this position. Job Incumbent' Name and signature Date

10 SUPERVISOR HOUSEKEEPING Page 2 POSITION: SUPERVISOR - HOUSEKEEPING DIVISION: Housekeeping JOB GRADE: 4 OCCUPATIONAL LEVEL: Supervisory OCCUPATIONAL CATEGORY: SKILLS PROGRAMME FRAMEWORK LEVEL Skilled, Technical, Academically Qualified, Junior Management and Supervisors Certificate in Accommodation Services ASC02 DUTIES: The job incumbent is required to supervise and control the cleaning and servicing of all bedrooms and public areas in the Hotel to the standards of cleanliness and maintenance required by the Hotel. The job incumbent is required to assist Room Attendants in the cleaning of bedrooms and public areas. The job incumbent is required to check all rooms for cleanliness and state of repair before such rooms are handed back to Front Office. The employee is familiar with and performs to the minimum Guest Service Standards laid down within his/ her area of work and responsibility. JOB SPECIFICATION: Literacy: Numeracy: Language: Physical: Must be able to read and write in order to read Guest Rooming Lists, standard procedures and instructions and complete Housekeeping reports, stock sheets, requisition forms, etc. Must be able to do a basic count of stock items, linen items, perform basic addition, subtraction, multiplication and division and perform necessary calculations and mathematics for reporting purposes. Must be able to communicate verbally in English for the purposes of communicating with Guests and management. Must be able to maintain physical stamina to personally supervise areas of responsibility. Formal Training/ Education: Matric or equivalent formal educational qualification Competency: The employee is able to consistently apply the skills and knowledge requirements of the job position in order to meet and exceed the minimum Guest Service Standards laid down. The employee is able to display supervisory skills in the application of standard instructions and Hotel procedures and in the overall supervision of Staff and standards.

11 SUPERVISOR HOUSEKEEPING Page 2 GUEST SERVICE STANDARDS DESCRIPTION JOB DESCRIPTION AND KEY PERFORMANCE AREAS DUTIES, RESPONSIBILITIES AND PERFORMANCE STANDARDS 1. Housekeeping 1.1. The work of Room Attendants is supervised and assistance given where necessary to ensure that rooms are cleaned, linen changed, carpets vacuumed, Guest supplies and stationery laid out to the standards as required Cleaned rooms are checked to ensure the cleanliness thereof and that all Guest supplies have been provided. Rooms are inspected for needed repairs such as torn wallpaper or carpets, and painting needs. Checks are carried out that fittings are in good working order and any maintenance repairs are reported Linen, cleaning materials and Guest supplies are issued, Housekeeping trolleys checked and stores kept in a tidy order. Assists with the administration of the Housekeeping Department, i.e. compilation of reports, inventories, etc Public areas and back of house areas, including public toilets, are checked to ensure that such areas have been cleaned and are maintained to the standards of cleanliness required. 2. Staff Development and Supervision 2.1. Regular on-the-job training is carried out with all Room Attendants to ensure that they perform their duties correctly to Hotel standards and that all identified training needs are scheduled and actioned Effective communication is maintained by attending meetings as required. 3. Interpersonal Relationships 3.1. Subordinates and other members of Staff are dealt with in a polite and helpful manner at all times Essential information required by the organisation is accurately communicated to the appropriate personnel and any differences of opinion with other members of Staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary Instructions from Management are treated constructively and acted upon

12 SUPERVISOR HOUSEKEEPING Page 3 4. Guest Satisfaction 4.1. Guests are greeted in a polite and friendly manner, in their own language where possible.

13 SUPERVISOR HOUSEKEEPING Page Guest needs and requirements are anticipated and acted upon as soon as possible and Guest enquiries and requests are dealt with promptly and efficiently. Requests outside area of authority are referred immediately to an appropriate person and requests are followed through to ensure Guest satisfaction Dissatisfied Guests are acknowledged immediately and attended to without delay. The Guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individual's ability or are referred to the appropriate person. Complaints are followed up where appropriate to ensure satisfactory action is taken. 5. General and other Duties The above Guest Service Standards Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. This Guest Service Standards Description may be subject to review from time to time. The job incumbent will be required to perform similar such duties or tasks in any area of the Hotel as may be designated by Management from time to time. The job incumbent will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills. The job incumbent will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the Hotel's requirements and do not detract from the desired image of the Hotel. The job incumbent will, at all times, be required to render the highest level of courtesy and service to Hotel Guests even where such service may fall beyond the incumbents main duties or scope of this position. Signed in acceptance and acknowledgement of my acceptance of the required performance standards, duties and responsibilities of this position. Job Incumbent' Name and signature Date

14 GENERAL ATTENDANT CLEANER Page 1 POSITION: GENERAL ATTENDANT CLEANER DIVISION: Housekeeping JOB GRADE: 1 OCCUPATIONAL LEVEL: Unskilled OCCUPATIONAL CATEGORY: Elementary Occupation SKILLS PROGRAMME FRAMEWORK LEVEL DUTIES: The job incumbent is required to clean kitchen, restaurant, bar, public areas, toilets, delivery and disposal areas and banqueting/ conference areas within the Hotel or areas as directed by Management and to maintain such areas to the standards of cleanliness required by the Hotel. The job incumbent may be required to move, carry, pack containers, furniture, equipment, disposal bins, etc., operate a dishwasher, scrape plates, pack crockery/ cutlery, clean pots and cooking utensils, clean preparation areas and surfaces in the Kitchen, clean windows, etc. The job incumbent is required to perform general cleaning duties in any area of the Hotel as directed by Management. The employee is familiar with and performs to the minimum Guest Service Standards laid down within his/ her area of work and responsibility. JOB SPECIFICATION: Literacy: Numeracy: Language: Physical: Basic literacy to be able to read and interpret container labels and written instructions, safety signage, basic communications. No required. Must be able to communicate verbally in English for the purposes of communicating with Guests and management. Must be able to maintain physical stamina and be able to perform physical dexterous and demanding tasks such as lifting heavy loads, climbing ladders, operating cleaning equipment, etc. Formal Training/ Education: None Competency: The employee is able to consistently apply the skills and knowledge requirements of the job position in order to meet and exceed the minimum Guest Service Standards laid down.

15 GENERAL ATTENDANT CLEANER Page 2 GUEST SERVICE STANDARDS DESCRIPTION JOB DESCRIPTION AND KEY PERFORMANCE AREAS DUTIES, RESPONSIBILITIES AND PERFORMANCE STANDARDS 1. Stewarding 1.1. Kitchen floors are swept and washed at night, after service, to ensure good hygiene standards. Equipment, stoves, working surfaces, extraction ducts, light fittings, etc. in the kitchen area are all regularly cleaned and maintained Offices are cleaned after normal office hours, rubbish removed from all areas and stored in the prescribed containers and within the prescribed areas and kept under strict hygienic conditions and does not pose a fire hazard Pest control programmes are carried out regularly in all areas of the Hotel, using the correct chemicals and at the correct intervals All back of house areas, Staff change rooms, Staff canteen and public areas, as directed by the Executive Housekeeper, are cleaned regularly in accordance with laid down procedures Service and delivery entrances are kept clean and clear of rubbish and obstructions, disposal bins removed, containers packed, etc Operating equipment e.g. vacuum cleaners, polishers, etc. is used properly and is not abused Pots and kitchen equipment, glassware, crockery, cutlery and operating equipment are washed and cleaned using following laid down procedures and equipment (e.g. dishwashers) Assistance is given in the carrying, packing, storage of Hotel equipment, supplies and furnishings as directed Liquor stocks are collected and packed into fridges/ storage areas in bar areas. Glasses are washed and dried and repacked for service. Empties are collected, packed, stored and/or moved to correct storage areas Public areas are vacuumed, floor surfaces washed/ polished in accordance with laid down procedures. Windows are washed and cleaned as directed Due attention is given at all times to safe working procedures and practices. 2. Interpersonal Relationships 2.1. Other members of Staff are dealt with in a polite and helpful manner at all times Essential information required by the organisation is accurately communicated to the appropriate personnel and any differences of opinion with other members of Staff are

16 GENERAL ATTENDANT CLEANER Page 3 dealt with in a manner that maintains goodwill and respect and avoids offence and conflict Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary Instructions from Management are treated constructively and acted upon

17 GENERAL ATTENDANT CLEANER Page 4 3. Guest Satisfaction 3.1. Guests are greeted in a polite and friendly manner, in their own language where possible Guest needs and requirements are anticipated and acted upon as soon as possible and Guest enquiries and requests are dealt with promptly and efficiently. Requests outside area of authority are referred immediately to an appropriate person and requests are followed through to ensure Guest satisfaction Dissatisfied Guests are acknowledged immediately and attended to without delay. The Guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individual's ability or are referred to the appropriate person. Complaints are followed up where appropriate to ensure satisfactory action is taken. 4. General and other Duties The above Guest Service Standards Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. This Guest Service Standards Description may be subject to review from time to time. The job incumbent will be required to perform similar such duties or tasks in any area of the Hotel as may be designated by Management from time to time. The job incumbent will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills. The job incumbent will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the Hotel's requirements and do not detract from the desired image of the Hotel. The job incumbent will, at all times, be required to render the highest level of courtesy and service to Hotel Guests even where such service may fall beyond the incumbents main duties or scope of this position. Signed in acceptance and acknowledgement of my acceptance of the required performance standards, duties and responsibilities of this position. Job Incumbent' Name and signature Date