Room Attendant

Montcalm Collection; England; On-site; GBP 12,000 - 17,000; Full time

Job summary

Montcalm Collection is seeking a Room Attendant to uphold the highest standards of cleanliness, comfort and presentation in guest rooms and public areas. You will work with the Executive Housekeeper to deliver a luxury experience throughout the guest journey, from arrival to post-stay follow-up.

The role emphasizes meticulous cleaning, replenishing amenities, and ensuring guest satisfaction through attentive and personalized service, contributing to the hotel’s reputation for excellence.

Qualifications

• Experience in hotel housekeeping or cleanroom maintenance is preferred.
• Attention to detail and high cleanliness standards.
• Excellent communication and guest service orientation.

Responsibilities

• Thoroughly clean and service guest rooms and public areas to Montcalm standards.
• Restock linens and amenities and report maintenance issues promptly.
• Ensure a welcoming, hygienic environment contributing to guest satisfaction.

Job description

BRAND
INTRODUCTION

At Montcalm Collection, we believe that timeless style
and genuine hospitality are more than just values, they’re a way of life. Our
people are the heart of our hotels: passionate individuals working together as
a team, united by an unwavering commitment to providing first-class personal
service.

Our collection spans some of London’s most storied
buildings, from elegant Georgian townhouses and an 18th-century brewery to a
historic head office and a contemporary architectural landmark. Each hotel has
its own unique story, and within everyone, our team creates unforgettable
experiences for our guests.

While our walls speak of history, it’s our people,
their ambition, and their creativity that shapes our future.

Join us, and become part of a culture that celebrates
individuality, nurtures potential, and upholds the very highest standards of
the art of hospitality.

SCOPE
& GENERAL PURPOSE

The Room Attendant is
responsible for ensuring the highest standards of cleanliness, comfort and
presentation within guest rooms and public areas.

The Room Attendant works
closely with the Executive Housekeeper on providing the luxury experience
throughout the guest journey from the moment they set eyes on our property,
throughout their journey experiencing our facilities to a post stay experience should
they need to call back for anything left in the room.

The Room Attendant is
responsible for maintaining the cleanliness, comfort, and overall presentation
of guest rooms and public areas to the highest hotel standards. This role
involves thorough cleaning, replenishing amenities, reporting maintenance issues,
and ensuring guest satisfaction through attentive and personalized service.
Room Attendants play a key role in creating a welcoming and hygienic
environment, contributing directly to the guest experience and the hotel's
reputation for excellence.

COMPETENCIES

1. Guest Satisfaction

• Focuses on identifying and meeting customer's
  needs by paying attention to their preferences and makes sure customers have a
  memorable experience.
• Takes customers’ interests and complaints
  seriously.
• Delivers prompt, efficient and personalised
  service; shows empathy and understanding for customers’ views and attitudes.
• Uses proactive approach in maintaining
  relationships with customers by recognition, use of name, polite conversations.

2. Guest Experience Quality

• Proactively seeks
  customers’ feedback with intention to improve service.
• Reflects on service
  in their own area of responsibility, reports service flaws to the manager on
  duty, suggests service improvements and ideas.
• Attends service trainings and other trainings
  intended to improve service.
• Ensures professional, high quality work
  standards are met.
• Uses feedback constructively to learn and
  improve.

3. Attitude And Motivation

• Has a positive, collaborative,
  solutions-oriented attitude.
• Has an ability to motivate oneself and seeks
  for support by the manager, colleague, or other supportive relationship on
  occasions when that ability is diminished.
• Seeks for advice or different perspective to
  manage situations outside of their immediate control.

4. Time Keeping and Attendance

• Demonstrates punctuality and good time
  management by observing agreed start and end times and lunch breaks.
• Offers flexibility when business needs require
  rota changes.
• Gives sufficient notice for sickness and other
  absences, and lateness.
• Arrives to work earlier to change and / or
  prepare to start their duties at agreed time.

5. Appearance

• Familiarises themselves with grooming policy
  and presents themselves at work appropriately.
• Follows the dress code and makes every effort
  to keep high personal hygiene standards.

6. Personal & Professional Development

• Completes all trainings assigned by the company
  and their manager, makes an effort to improve based on feedback gathered during
  annual reviews, probation assessment, and check-in conversations with the
  manager.
• Proactively seeks feedback and takes it as an
  opportunity to learn; identifies opportunities to improve via training interventions,
  leads their own development plan when one is present.

7. Communication

• Communicates
  eloquently with guests, team members and stakeholders.
• Encourages communication throughout the
  organisation.
• Shares information with others clearly and
  respectfully.
• Listens to others sympathetically and takes
  feelings and views into consideration.
• Communicates awareness of strengths and
  weaknesses and admits to mistakes.
• Maintains relationships with people at all
  levels in the organisation; gives improvement feedback when appropriate.

8. Integrity

• Acts consistently in accordance with their own
  values and those of company: belonging, sensitivity, wellbeing, changemaking,
  sustainability.
• Models high standards of behaviour for others
  through one's own actions; maintains confidentiality and upholds agreements
  made with others.
• Able to relate to people from different
  cultures; maintains a balance between work and personal life so neither affects
  the other negatively.

9. Interpersonal Skills and Teamwork

• Understands
  and appreciate diverse cultural nuances.
• Tries to adjust to different cultures and ways
  of working.
• Behaves politely and respectfully and is able
  to work efficiently in a team.
• Quickly builds rapport with others.
• Support colleagues and managers through
  challenging periods.
• Shows tolerance and consideration for others'
  viewpoints.
• Respects people from other cultural backgrounds
  and takes care to employ curiosity and courtesy in ambiguous situations.

10. Orientation Towards Solutions

• Takes ownership of finding the best solution
  for the challenge in their area of responsibilities.
• Considers different approaches to finding
  solutions.
• Consults their manager or a specialist to
  ensure solution has a positive impact.
• Shares the learning with the team and their
  manager and communicates effectively to ensure future problems of the same
  nature are prevented.
• Observes their workflow and suggests
  improvements and ideas.
• Uses technology effectively to increase
  effectiveness and quality of their work.

11. Adaptability

• Shows awareness for one's own strengths and
  weaknesses.
• Willing to adjust to uncertain conditions.
• Accepts new ideas and supports change
  initiatives.
• Open to new information and willing to learn
  new techniques.
• Maintains stable performance in changing
  circumstances.

13. Time And Task Management

• Manages time effectively.
• Completes tasks on time.
• Structures work activities in an efficient way.
• Respects and follows company policies.
• Shows organisational commitment.
• Ensures safety at the workplace.

14. Adherence to Policies & Procedures

• Adheres to and
  communicates the company policies and procedures to team members, and
  role-models adherence to set a positive example.
• Applies a consistent
  and fair approach when actioning policy and procedures to ensure credibility in
  delivery and efficiency across the organisation.
• Identifies potential
  risks in the hotel and brings to manager’s attention.

15. Adherence to Employee Handbook

• Demonstrates consistent
  adherence to Employee Handbook to help employee culture and build trust and
  credibility with peers and management team.

KEY
RESPONSIBILIES

• Greet hotel guests
  with a warm welcome and smile.
• Thoroughly clean and service guest rooms,
  suites, and public areas according to the hotel’s high standards.
• Replace linens, towels, and amenities with
  fresh, high-quality items.
• Ensure all furniture, fixtures, and equipment
  are in excellent condition and report any maintenance issues promptly.
• Vacuum, dust, polish, and sanitize all
  surfaces, ensuring a pristine environment for guests.
• Undertake “Job of the Day” or spring cleans
  where necessary.
• Respect guest privacy and ensure the “Do Not
  Disturb” policy is adhered to.
• Respond promptly and courteously to guest
  requests, offering assistance and information as needed.
• Anticipate guest needs by preparing rooms with
  personalized touches, such as arranging pillows, setting the ambiance, and
  leaving welcome notes.
• Deliver any special requests, such as
  additional amenities or laundry services, with efficiency and a positive
  attitude.
• Monitor and replenish cleaning supplies,
  amenities, and minibar items in guest rooms.
• Any lost property found in the bedrooms must be
  handed in to the supervisor.
• Maintain the cupboards and linen rooms clean
  and tidy.
• Prepare and pack own trolley for the next
  working day.
• Follow the procedures for reject linen and
  ensure no sub-standard linen is ever used.
• Report inventory shortages to the Housekeeping
  Supervisor to ensure timely restocking.
• Properly store and handle all cleaning
  materials and equipment to maintain a safe and organized work environment.
• Ensure your daily work list is signed by your
  supervisor by at the end of the day.
• Adhere to all health and safety regulations,
  including proper handling and disposal of hazardous materials.
• Follow established protocols for the safe use
  of chemicals and equipment.
• Participate in regular training sessions to
  stay updated on hotel standards and best practices in hygiene and safety.
• Work closely with the housekeeping team and
  other hotel departments to coordinate efforts and provide seamless service.
• Assist with special projects, deep cleaning,
  and event preparations as needed.
• Communicate effectively with supervisors and
  peers to ensure smooth daily operations.
• Report any maintenance issues to Housekeeping
  Supervisor.
• Participate in the hotel’s sustainability
  initiatives by using eco-friendly cleaning products and following waste
  reduction practices.
• Encourage and contribute to the hotel’s
  environmental policies, such as energy conservation and recycling programs.

This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business.

SKILLS
& QUALIFICATIONS

• Strong attention to detail and a commitment to maintaining the highest standards of cleanliness.
• Dedication to providing an exceptional guest
  experience.
• Excellent communication and interpersonal
  skills.
• Flexibility to adapt to changing guest needs and
  preferences.
• Knowledge of cleaning products, techniques, and
  health & safety standards.
• Previous experience as a Room Attendant or in a
  similar role within a luxury hotel or hospitality environment is preferred.

WORKING
CONDITIONS

• Flexibility to work shifts, including weekends,
  holidays, and evenings, as required.
• Ability to work in a fast-paced, high-pressure
  environment.
• Physical stamina to perform repetitive tasks and
  lift/move heavy objects.
• Must be able to lift up to 25 pounds and perform physical tasks related to housekeeping duties.