Turndown Attendant

Turndown Attendant; Santa Fe (NM); On-site; USD 19,000 - 23,000; Full time

Job summary

Rosewood Hotel Group in Santa Fe, NM seeks a Housekeeper to provide turndown service and cleaning of guest rooms to the hotel’s cleanliness standards. You will report maintenance deficiencies and handle guest requests, ensuring privacy and security of rooms and guest information.

The role involves working in guest rooms, corridors, and housekeeping offices with exposure to varying temperatures and conditions, including chemicals and dust, while maintaining professionalism and teamwork.

Qualifications

• Essential: English comprehension (verbal & non-verbal).
• Essential: attention to detail, speed and accuracy.
• Essential: prioritize and organize.
• Essential: think clearly, stay calm and use good judgement.
• Essential: follow directions thoroughly.
• Essential: understand guest service needs.
• Essential: work well with coworkers as a team.
• Essential: work with minimal supervision.
• Essential: maintain guest information confidentiality.
• Essential: able to count.

Responsibilities

• Maintain knowledge of departmental policies and standards.
• Anticipate guest needs and respond promptly to inquiries.
• Maintain positive guest relations at all times.
• Be familiar with hotel services and local attractions to answer guest questions.
• Resolve guest complaints to ensure satisfaction.
• Report damages or maintenance issues to Supervisor.
• Follow hotel policies and maintain cleanliness of assigned areas.
• Stock and restock amenities and supplies as needed.
• Ensure security of guest room keys and respond to safety concerns.

Skills

English comprehension

Attention to detail

Prioritization and organization

Calm under pressure

Follow directions

Guest needs awareness

Teamwork

Independent work

Confidentiality

Counting

Education

High school diploma

Hospitality training

Hospitality industry experience

Job description

JOB OVERVIEW

Provide turndown service and clean guest rooms as assigned, ensuring the hotel's established standards of cleanliness. Responsible for reporting any maintenance deficiencies and handling guest requests or complaints. Ensures the confidentiality and security of all guest rooms.

REPORTS TO

Floor Supervisor.

WORK ENVIRONMENT

Guest Rooms, Guest and Service Corridors, Housekeeping Office.

Job involves working:

• under variable temperature conditions (or extreme heat or cold).
• under variable noise levels.
• outdoors/indoors.
• around fumes and/or odor hazards.
• around dust and/or mite hazards.
• around chemicals.
• around bio-hazards.

KEY RELATIONSHIPS

• Internal: Executive Housekeeper, Assistant Housekeeper, Floor Supervisors, Floor Attendants, Linen/Laundry Staff, Engineering.
• External: Hotel guests/visitors.

QUALIFICATIONS

Essential:

• Comprehension of English both verbal and non-verbal.
• Ability to perform job functions with attention to detail, speed and accuracy.
• Ability to prioritize and organize.
• Ability to be a clear thinker, remaining calm and resolving problems using good judgement.
• Ability to follow directions thoroughly.
• Ability to understand guest’s service needs.
• Ability to work cohesively with co-workers as part of a team.
• Ability to work with minimal supervision.
• Ability to maintain confidentiality of guest information and pertinent hotel data.
• Ability to count.

Desirable:

• High school graduate.
• Previous training in guest relations.
• Experience in hospitality industry in similar position.
• Previous knowledge of chemical handling procedures.

PHYSICAL ABILITIES

Essential:

• Exert physical effort in transporting 15-30 pounds and pushing up to 50 pounds.
• Endure various physical movements throughout the work areas extensive standing, walking, lifting and bending.
• Reaching.
• Ability to walk for extended periods of time.
• Remain in stationary position for 30 minutes throughout work shift.
• Satisfactorily communicate with guests, management and co-workers to their understanding.

ESSENTIAL JOB FUNCTIONS

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Communicates guest complaints to Supervisor or Manager.
• Report to work as scheduled, in proper uniform, and in accordance with company’s personal appearance standards.
• Follow and to adhere all policies and procedures as set forth by the housekeeping Department.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Use correct cleaning chemicals for designated surfaces, according to OSHA regulations and hotel requirements.
• Transport turndown cart with cleaning supplies, turndown/guest room amenities and linens to assigned guest room and position securely.
• Provide turndown service to designated rooms on assignment sheet according to marked priority.
• Light cleaning of room.
• Empty trash containers and ashtrays.
• Remove all dirty terry and replace with clean par to designated layout.
• Replace soiled bed sheets and turndown bed.
• Place specified items in designated locations (turndown amenity/cards, door knob menu, bathrobe with card, bed floor mats, TV remove control).
• Refresh ice bucket, tray and glasses.
• Close drapes/shutters.
• Set lighting and thermostat to designated levels.
• Remove Room Service trays/tables/items from room to elevator service landing.
• Remove soil, dirt, soap build-up and hair from bathroom mirrors, vanity, sink, toilet, shower walls, bathtub, shower curtain and floor.
• Replace facial, toilet tissue and bathroom amenities in correct amount and location.
• Re-hang/refold clothes.
• Clean guest rooms as assigned.
• Update status of rooms cleaned and turned down on assignment sheet.
• Return and restock cart at end of shift.
• Empty vacuum bag and wipe vacuum clean.
• Maintain complete knowledge of correct maintenance and use of equipment. Use hotel equipment only as intended.
• Uses hotel supplies in the manner for which intended.
• Ensure security of any assigned guest room keys.
• Notifies supervisor of discrepancies such as vacant rooms listed occupied.
• Report any damages or maintenance problems to the Supervisor.
• Turn over a Report any damages or maintenance problems to the Supervisor.
• Report any safety or security issues to immediate Supervisor.
• Stock amenity items such as re-filling lotion, bottles.
• Give marked assignment sheet to Supervisor and punch out.

SECONDARY JOB FUNCTIONS

• Make up cribs and rollaway beds when needed.
• Stock cleaning supply caddies in Housekeeping department.
• Delivery guest laundry/dry cleaning
• Processing and handling of hotel linen and guest items, correct formula usage when loading washers.
• Cleaning laundry, service area and public area restrooms.