GUEST SERVICE ASSOCIATE - HOUSEKEEPING
Published date: 2026/11/08
- Location: Mumbai, Maharashtra, India
Guest Service Associate
Department:
Housekeeping
Reports To:
Housekeeping Supervisor
Effective Date:
01st September 2018
Purpose:
To ensure 100% guest satisfaction by providing hotel guests with a clean, welcoming, comfortable and safe room.
CONSTITUENTS
§ Guests
§ Employees
§ Owners
INDICATORS OF SUCCESS
§ Achievement of customer satisfaction and loyalty goals
§ Cleanliness of rooms
§ Number and type of rooms cleaned each day
AREAS OF RESPONSIBILITY
Creates guest satisfaction and exceeds expectations by providing the service brand behavior and genuine hospitality.
§ Per brand standards, cleans assigned guest rooms or suites which includes making beds, vacuuming, dusting, arranging room furniture if required, and cleaning bathroom
§ Empty all trash containers and replace with fresh liners
§ Restock useable items in guest rooms or suites, i.e., soap, towels, paper items
§ Ensure removal and appropriate disposition of guest room trays dinner, glass and silverware
§ Clean and vacuum exterior entry and hallways
§ Keep linen closets and supply areas clean and organized
§ Ensure guest laundry and dry-cleaning orders are attended to promptly
§ Notifies supervisor promptly of any special guestroom or suite issues including reporting of any maintenance needs
§ Promptly handles guest complaints or requests and refers to supervisor if unable to handle
§ Ensures that all rooms or suites are secured upon leaving the guest room or suite
Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
§ Gives personal attention, takes personal responsibility and uses teamwork when providing guest service and experience
§ Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
§ Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
§ Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
§ Performs other duties required to provide the service brand behavior and genuine hospitality
Department:
Housekeeping
Reports To:
Housekeeping Supervisor
Effective Date:
01st September 2018
Purpose:
To ensure 100% guest satisfaction by providing hotel guests with a clean, welcoming, comfortable and safe room.
CONSTITUENTS
§ Guests
§ Employees
§ Owners
INDICATORS OF SUCCESS
§ Achievement of customer satisfaction and loyalty goals
§ Cleanliness of rooms
§ Number and type of rooms cleaned each day
AREAS OF RESPONSIBILITY
Creates guest satisfaction and exceeds expectations by providing the service brand behavior and genuine hospitality.
§ Per brand standards, cleans assigned guest rooms or suites which includes making beds, vacuuming, dusting, arranging room furniture if required, and cleaning bathroom
§ Empty all trash containers and replace with fresh liners
§ Restock useable items in guest rooms or suites, i.e., soap, towels, paper items
§ Ensure removal and appropriate disposition of guest room trays dinner, glass and silverware
§ Clean and vacuum exterior entry and hallways
§ Keep linen closets and supply areas clean and organized
§ Ensure guest laundry and dry-cleaning orders are attended to promptly
§ Notifies supervisor promptly of any special guestroom or suite issues including reporting of any maintenance needs
§ Promptly handles guest complaints or requests and refers to supervisor if unable to handle
§ Ensures that all rooms or suites are secured upon leaving the guest room or suite
Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
§ Gives personal attention, takes personal responsibility and uses teamwork when providing guest service and experience
§ Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
§ Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
§ Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
§ Performs other duties required to provide the service brand behavior and genuine hospitality
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