House Attendant

Pacific Hotel Management, LLC; Palo Alto (CA); Hybrid; USD 42,000 - 56,000; Full time

Job summary

The House Attendant at Pacific Hotel Management, LLC in Palo Alto keeps guest rooms and public areas spotless, greets guests, and handles room deliveries and restocking.

This role requires standing long hours, attention to detail, and a helpful, professional demeanor to support guest satisfaction and cooperate with hotel teams.

Qualifications

• Understand hotel function and guest profiles.
• Knowledge of local area including restaurants, landmarks, shopping centers and local attractions.
• Basic reading, writing, and basic number knowledge.
• Basic computer/tablet knowledge and familiarity with using apps on the tablet and phone.

Responsibilities

• Maintain cleanliness of public areas, laundry and room areas to standard.
• Deliver guest items to rooms and restock supplies.
• Assist with deep cleaning projects and reports/logbooks as needed.
• Follow safety guidelines and PHM Handbook policies.
• Provide courteous guest interactions and respond to inquiries.

Skills

Housekeeping communication

Interpersonal skills

Multitasking

Conflict resolution

Tools

Tablet apps

Job description

The House Attendant is responsible for maintaining the cleanliness of the hotel, handling room attendant and guest requests. Responsibilities may include assisting in public areas, answer guest inquiries, delivering items to guest rooms, restocking and assist with special cleaning projects.

DUTIES AND RESPONSIBILITIES

Housekeeping Operations

• Ensure all public areas, laundry and room areas are clean and ensure quality standard (i.e. inspect all assigned areas to ensure furnishings, guest rooms, equipment, linen, public areas are clean and in good repair).
• Inspect and help maintain storage rooms clean, neat and with all adequate supplies.
• Utilize the carpet machine to wash carpets, remove stains from guest rooms and hallways.
• Assist with moving objects such as laundry carts, garbage carts, furniture (rooms/guest areas), linen etc.
• Assist with minimizing waste in all areas of housekeeping.
• Assist with inventory.
• Assist with, reports, maintenance request forms, logbooks, lost and found etc. as needed.
• Deliver guest items to rooms.
• Regularly assist with deep cleaning projects and other duties.
• Demonstrate brand standards, behaviors, hallmarks and mandates.
• Follow all emergency and safety guidelines in order to provide a safe and secure environment for guests, associates and visitors.
• Follow all guidelines, policies and procedures as outlined by PHM’s Employee Handbook such as, reporting to scheduled shift, report to work on time, reporting absences, have a professional demeanor, etc.

Interpersonal Relationships

• Establish conversations with guests and associates in a professional manner, and smile often in order gain trust and loyalty.
• Assist with training and or providing guidance/feedback to associates as needed.
• Receive training and guidance/feedback from managers and associates.
• Resolve and address all guest and associate questions and or concerns in a timely, creative and professional manner.
• Report any issues, concerns and or suggestions to management.
• Have constant communication with all hotel departments in order to ensure guest satisfaction.

Financials

• Follow posted schedule to help reduce overtime and missed meal hours.

WORKING ENVIRONMENT

The hotel is in a public business atmosphere, which varies temperature based indoor and outdoor climate. The nature of this job is mainly indoors but may require being outdoors. In addition, the housekeeping laundry office is often hot, damp, loud and filled of equipment and chemicals.

Some local travel may be required in order to attend hotel events not limited to meetings, trainings etc.

Knowledge

• Understand hotel function and guest profiles.
• Knowledge of local area including restaurants, landmarks, shopping centers and or local attraction.
• Basic reading, writing, and basic number knowledge in order to pass along notes, comments etc. (any language
• Basic computer/tablet/ knowledge and familiarity with using apps on the tablet and phone.

Skills

• Basic housekeeping communication skills both verbal and written in English.
• Interpersonal skills such as listening, smiling, relating, asking questions, teamwork, etc.
• Have the skill to manage multiple tasks at a time, maintain focus and structure under pressure.
• Have the skill to resolve conflicts with ease and professionalism to ensure maximum guest and associate satisfaction.

Abilities

• Ability to develop and maintain relationships with both associates and guests to build trust and loyalty.
• Ability to maintain consistent positive energy, self-motivation, and passion for hospitality.
• Ability to keep hotel sensitive information confidential such as guest profiles, credit card information, etc.
• Ability to learn new software and computer systems.
• Ability to easily adapt to various situations, constant change, handle pressure and remain composed and focused.

PHYSICAL REQUIREMENTS

• Prolonged standing/walking for 8+ hours.
• Ability to walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs., push, and pull approximately 200 lbs.
• Ability to properly wear housekeeping personal protective equipment (googles, gown, gloves etc.) while performing specific tasks or for duration of shifts.

BUSINESS ATTIRE

To present a professional and business image to guests, associates and public we ask that all associates follow PHM’s dress and grooming standards available in the PHM Handbook on page 16. Standards include wearing full uniform at all times, uniform must be neat, clean and wrinkle free, practice good personal hygiene, and grooming.

PREFERRED QUALIFICATIONS

• Bilingual or Multilingual
• Prior cleaning/janitorial experience
• Prior hotel experience
• Emotional Intelligence Training

The Sheraton, Palo Alto (a Pacific Hotel Management Hotel), functions 7 days a week, 24 hours a day. All associates must acknowledge and understand this fact and be aware that at times it may be necessary to move an associate from their accustomed shift as business dictates.