Housekeeping Coordinator

Job Description

JOB SUMMARYRun sold room reports, verify room status, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms. Assist Housekeeping management in managing daily activities. Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry. Document and resolve issues with discrepant rooms with the Front Desk. Prepare and distribute assignment sheets/work boards to Housekeeping staff. Record, monitor, and update list of Do Not Disturb rooms. Ensure that vacant dirty rooms are cleaned by the necessary time and assign rush rooms and rooms previously on the Do Not Disturb list, ensure all GuestWare request are resolved in a timely manner. Complete required Housekeeping paperwork. SCOPE / BUSINESS CONTEXT

• A Full Time position based at JW Marriott Marquis Dubai.
• Number of Direct Reports - 0
• Titles of Direct Reports - N/A

CANDIDATE PROFILEExperience:

• Having an experience in similar position for at least 12 months with a great interpersonal skills and good level of physical fitness.

Skills and Knowledge

• Strong Communication skills (verbal, listening, writing)
• Pro-active and reliable
• Able to work alone and within a team

• Ability to interact with different cultures
• Able to work under pressure at times
• Computer literate ( Excel, Word, Outlook & OPERA)
• Multi-tasking in efficient manner

Education or Certification

• Good level of English essential
• Higher level of Education (Graduate)

SPECIFIC DUTIESThe following are specific responsibilities and contributions critical to the successful performance of the position:

• Answer the Telephone in a courteous and efficient manner, as per Hotel standards.
• Record all incoming calls, requests, tasks and incidents on the log sheet and ensure that they are followed up. To make sure that all guest requests are carried out to the Hotel standards.
• To monitor the movements of the bedrooms throughout the day making sure that the Shift Leaders know which rooms are V.I.Ps or have special requests for them.
• Communicate additions or changes to the room assignments to Housekeeping staff as they arise throughout the shift.
• To regularly hand back ready rooms to reception to ensure that no guests are waiting for rooms. To ensure any V.I.P or special requirements are provided and are ready for guests on arrival.
• To monitor and check out of order rooms in the computer and ensure that the reason why they are out of order is known.
• Ensure that all discrepancy rooms are monitored, checked and rectified in the computer on an ongoing basis and that the status of all rooms is up dated at all times. Communicate any discrepancies to Front office via a report every 2hours.
• Maintains guestroom history files.
• Complete required Housekeeping paperwork, including reports, worksheets, activity logs, and checklists.
• Prepare Allocation of Shift Leaders & Housemen and email it out
• Prepare Reports for Shift Leaders - Shift Leader Checklist, Unresolved Traces, VIPs in house, Floor Housemen Checklist
• Print Reports - Daily Rehearsal, VIP Arrivals, House Status, Unresolved Traces
• Add traces on upcoming reservations for any HK requests for the next 3 days
• Complete Green Room tracking
• Airline Rooms - Follow up Rooms with Shift Leaders, Room Controllers, Room Attendants
• Hand out duty mobile phones and maintain a record.
• Contact Engineering, At Your Service (AYS), or Housekeeping leaders directly for urgent repairs.
• Request preventative maintenance or non-urgent repairs using appropriate method (e.g., Hotline, Guestware)
• Assist Housekeeping management in managing daily activities of Housekeeping and Laundry.
• Respond promptly to requests from guests, Front Desk, or At Your Service requests.
• Document and report outstanding issues that need to be handled to the manager/supervisor after shift is complete.
• Identify room assignments and type of cleaning required for each.
• To maintain a smooth working relationship with staff members of other departments
• To ensure that all room attendants hand over all lost property as soon as it is found and that it is recorded according to hotel standards To follow the correct procedure for the storage and recording of lost property
• To be fully conversant with standard cleaning procedures and the correct usage and dosage of each cleaning chemical. To be aware of and adhere to the Health and safety Regulations and to ensure that these are complied with at all times.

Check with the appropriate source (e.g., Housekeeping office, manager/supervisor) for additional assignments throughout the shift OTHERSafety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Complete appropriate safety training and certifications to perform work tasks.
• Notify Loss Prevention/Security of any guest reports of theft.

Policies and Procedures

• Follow company, hotel and department policies and procedures.
• Follows Marriott International Hotels Limited Regional Office policies and procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors and Management.
• Working hours as required to do your job but normally not less than 48 hours per week.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.
• Assist other employees to ensure proper coverage and prompt guest service.
• Anticipate guests service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guests name when possible.
• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in ones voice, using the callers name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Attend departmental meetings and training sessions

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Read and visually verify information in a variety of formats (e.g., small print).
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Marriott International is an equal opportunity employer.We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.We are committed to non-discrimination onanyprotectedbasis, such as disability and veteran status, or any other basis covered under applicable law.

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About Company

Marriott Hotels & Resorts is Marriott Internationals brand of full-service hotels and resorts based in Bethesda, Maryland. As of June 30, 2020, there were 582 hotels and resorts with 205,053 rooms operating under the brand, in addition to 160 hotels with 47,765 rooms planned for development