Overnight Houseperson

About the role

Directly responsible for supporting the Room Attendants, including service areas and public areas on the assigned floors according to Biltmore standards and procedures. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).

Responsibilities

• Clean guest floor landings, hallways, and service areas on all floors in accordance with Biltmore quality standards.
• Assist Room Attendants by stripping rooms, removing soiled linen, terry, and trash.
• Ensure that Room Attendant carts and Housekeeping closets are stocked with clean linen.
• Make up and deliver rollaway beds, cribs, bed boards, and other supplies as needed.
• Vacuum carpeting, sweep and mop floors, and dust furniture, lamps, and pictures.
• Throughout the shift place all linen down the chute and take the trash down to the loading dock, and at the end of the shift ensure that all the floors are clear.
• Sweep, mop, and dust stairwells.
• Follow all Biltmore policies and procedures.
• Report any items in need of repair, missing items, or unsafe conditions to a Supervisor, the Assistant Director of Housekeeping, or the Director of Housekeeping.
• Check all equipment and ensure that it is maintained in top mechanical condition.
• Report any items found to Coordinator.
• Coordinate with Supervisors, Assistant Director of Housekeeping, and Director of Housekeeping on work priorities and provide assistance when needed.
• Carry out other duties as assigned by Supervisor, Assistant Director of Housekeeping, or Director of Housekeeping.

Requirements

High School Diploma is required. Minimum one year cleaning experience in a hotel preferred.

• Must be able to speak, read, write and understand the English language.
• Compute accurate mathematical calculations.
• Provide legible communication and directions.
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Think clearly, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent resort data.
• Use a computer keyboard and possess basic typing skills.
• Possess moderate to advanced computer skills.
• Work in a dynamic and constantly changing environment.
• Adept to multitasking.

Physical Demands

Must be able to:

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Use, carry, and operate all necessary office equipment using finger dexterity.
• Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.
• Visually look at a computer for extended periods of time.
• Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems.

Success Criteria

The ideal candidate will demonstrate the following skills and qualities:

• Team Player: Demonstrates co-operation within the team and with other departments, listens carefully and works well with others, and has a positive influence on others in the team.
• Guest Focused: Anticipates guests’ needs and is sensitive to people from all cultures, has a natural, warm smile and a friendly and passionate approach, and demonstrates confident, helpful and genuine behavior with internal and external guests.
• Delivers their Best: Has energy and sense of urgency for his/her work, is resourceful, makes things happen and looks for ways to work more efficiently, and always looks their best and acts appropriately.
• Composed: Able to stay calm under pressure, demonstrates maturity and ability to cope with the unexpected, and never lets personal feelings interfere with delivering the highest standards.
• Trustworthy and responsible: Excellent records of attendance and punctuality, is reliable and demonstrates the ability to work without supervision, and demonstrates a high level of personal integrity, honesty and trust.
• Time Management: Uses his/her time effectively and efficiently, values time, concentrates his/her efforts on the more important priorities, gets more done in less time than others, and can attend to a broader range of activities.
• Listening: Practices attentive and active listening, has the patience to hear people out, and can accurately restate the opinions of others even when he/she disagrees.