About the job
Main Duties and responsibilities:
Delivers the brand promise and provides exceptional guest service at all times.
Provides excellent service to internal customers as appropriate.
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner; feedbacks guest complaints to Team Leader/ Assistant Manager Housekeeping promptly.
Maintains positive guest and colleague interactions with good working relationships.
To ensure the minimum benchmark scores of the Consumer Audit and Hyatt Guest Satisfaction survey are achieved.
Implement action plans as directed to constantly improve the results of the Consumer Audit and Hyatt Guest Satisfaction survey Year on Year.
Ensures all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
Works in a supportive and flexible manner with other departments, in a spirit of We work through Teams.
Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
Responds to the Maritz scores and ensures that the relevant changes are implemented.
Checks and verifies room status report.
Records and completes the Attendants Verification Report accurately.
Checks and replenishes Minibar Bar. Raises bills for consumed items
Reports adverse guest comments.
Reports lost and damaged items.
Reports room defects.
Cleans and make-up guest rooms.
Ensure all expected arrival rooms to be clean on time.
Ensure all occupied room serviced in timely manner.
Empties soiled linen.
Cleans and tidies pantry and toilet.
Maintains the cleanliness of corridors and surrounding back areas.
Cleans and packs the trolley.
Checks and cleans operating equipment.
Changes light bulbs in room.
Refreshes flowers set in guestroom
Provides turndown service to all guests.
Updates room status via telephone interface system.
Supports the implementation of The People Brand, demonstrating and reinforcing Hyatts Values.
Attends and contributes to all training sessions and meetings as required .