Room Attendant

The Montcalm Mayfair; Greater London; On-site; GBP 12,000 - 18,000; Full time

Job summary

The Montcalm Mayfair is seeking a Room Attendant to maintain exceptional cleanliness and presentation in guest rooms and public areas. You will work closely with the Housekeeping team to deliver luxury experiences throughout the guest journey.

Ideal candidates show a positive, proactive attitude, strong communication, and a commitment to high standards of service, hygiene, and personal appearance. Join a team dedicated to hospitality excellence.

Qualifications

• Focuses on identifying and meeting customers’ needs and creates memorable experiences.
• Seeks feedback to improve service and reports issues to management.
• Maintains a positive, collaborative attitude and motivates self and others.
• Demonstrates punctuality and flexibility to meet business needs.
• Follows grooming, dress code and personal hygiene standards.
• Completes trainings and pursues development opportunities.
• Communicates clearly with guests, team members and stakeholders.
• Trains to work well in a diverse team and builds rapport quickly.
• Encourages teamwork and positive attitudes among colleagues.
• Proactively finds best solutions and communicates them.
• Adapts to changing conditions and new information.
• Makes timely, rational decisions with available data.
• Manages time and tasks efficiently and follows policy.
• Respects company policies and procedures.
• Adheres to Employee Handbook guidelines.

Responsibilities

• 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.

Skills

Guest Satisfaction

Guest Experience Quality

Attitude And Motivation

Time Keeping

Appearance

Personal & Professional Development

Communication

Interpersonal Skills

Motivating and Influencing

Solutions Orientation

Adaptability

Decision Making

Time Management

Policies Adherence

Employee Handbook

Job description

BRANDINTRODUCTION

At Montcalm Collection, we believe that timeless styleand genuine hospitality are more than just values, they’re a way of life. Ourpeople are the heart of our hotels: passionate individuals working together asa team, united by an unwavering commitment to providing first-class personalservice.

Our collection spans some of London’s most storiedbuildings, from elegant Georgian townhouses and an 18th-century brewery to ahistoric head office and a contemporary architectural landmark. Each hotel hasits own unique story, and within everyone, our team creates unforgettableexperiences 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 celebratesindividuality, nurtures potential, and upholds the very highest standards of the art of hospitality.

SCOPE & GENERAL PURPOSE

The Room Attendant isresponsible for ensuring the highest standards of cleanliness, comfort andpresentation within guest rooms and public areas.

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

The Room Attendant isresponsible for maintaining the cleanliness, comfort, and overall presentationof guest rooms and public areas to the highest hotel standards. This roleinvolves 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 hygienicenvironment, contributing directly to the guest experience and the hotel'sreputation for excellence.

COMPETENCIES

1. Guest Satisfaction

• Focuses on identifying and meeting customer'sneeds by paying attention to their preferences and makes sure customers have amemorable experience.
• Takes customers’ interests and complaintsseriously.
• Delivers prompt, efficient and personalisedservice; shows empathy and understanding for customers’ views and attitudes.
• Uses proactive approach in maintainingrelationships with customers by recognition, use of name, polite conversations.

2. Guest Experience Quality

• Proactively seekscustomers’ feedback with intention to improve service.
• Reflects on servicein their own area of responsibility, reports service flaws to the manager onduty, suggests service improvements and ideas.
• Attends service trainings and other trainingsintended to improve service.
• Ensures professional, high quality workstandards are met.
• Uses feedback constructively to learn andimprove.

3. Attitude And Motivation

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

4. Time Keeping and Attendance

• Demonstrates punctuality and good timemanagement by observing agreed start and end times and lunch breaks.
• Offers flexibility when business needs requirerota changes.
• Gives sufficient notice for sickness and otherabsences, and lateness.
• Arrives to work earlier to change and / orprepare to start their duties at agreed time.

5. Appearance

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

6. Personal & Professional Development

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

7. Communication

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

8. Interpersonal Skills and Teamwork

• Understandsand appreciates diverse cultural nuances.
• Tries to adjust to different cultures and waysof working.
• Behaves politely and respectfully and is ableto work efficiently in a team.
• Quickly builds rapport with others.
• Support colleagues and managers throughchallenging periods.
• Shows tolerance and consideration for others'viewpoints.
• Respects people from other cultural backgroundsand takes care to employ curiosity and courtesy in ambiguous situations.

9. Motivating and Influencing Others

• Creates a climate of teamwork by encouragingharmony, co-operation and communication.
• Cares for others’ well-being; inspires apositive attitude to work among colleagues.

10. Orientation Towards Solutions

• Takes ownership of finding the best solutionfor the challenge in their area of responsibilities.
• Considers different approaches to findingsolutions.
• Consults their manager or a specialist toensure solution has a positive impact.
• Shares the learning with the team and theirmanager and communicates effectively to ensure future problems of the samenature are prevented.
• Observes their workflow and suggestsimprovements and ideas.
• Uses technology effectively to increaseeffectiveness and quality of their work.

11. Adaptability

• Shows awareness for one's own strengths andweaknesses.
• Willing to adjust to uncertain conditions.
• Accepts new ideas and supports changeinitiatives.
• Open to new information and willing to learnnew techniques.
• Maintains stable performance in changingcircumstances.

12. Decision Making

• Contributes to decision making by providingaccurate and sufficient information.
• Makes their own decisions quickly and withrespect to guests and colleagues.
• Makes rational judgements based on allavailable information.

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 andcommunicates the company policies and procedures to team members, androle-models adherence to set a positive example.
• Applies a consistentand fair approach when actioning policy and procedures to ensure credibility indelivery and efficiency across the organisation.
• Identifies potentialrisks in the hotel and brings to manager’s attention.

15. Adherence to Employee Handbook

• Demonstrates consistentadherence to Employee Handbook to help employee culture and build trust andcredibility with peers and management team.

KEYRESPONSIBILITIES

• Greet hotel guestswith 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 withfresh, high-quality items.
• Ensure all furniture, fixtures, and equipmentare in excellent condition and report any maintenance issues promptly.
• Vacuum, dust, polish, and sanitize allsurfaces, ensuring a pristine environment for guests.
• Undertake “Job of the Day” or spring cleanswhere necessary.
• Respect guest privacy and ensure the “Do NotDisturb” policy is adhered to.
• Respond promptly and courteously to guestrequests,