Job Description

Join our team as a Guest Service Associate - Housekeeping at ibis Kochi City Centre !

We're looking for a detail-oriented and customer-focused individual to ensure our guests have a comfortable and memorable stay.

Prime Function:

To provide clean, hygienic, comfortable and hazard free areas in the hotel, in order to, thereby achieving maximum guest satisfaction & organizational profitability, in an achieve impeccable housekeeping standards in all areas of the hotel, as per organizational standards atmosphere of high individual morale.
Responsible for usage of all departmental master keys and all other keys to ensure safety and security for guests and hotel property
Ensure that standards of cleanliness in assigned guest rooms are achieved and maintained on a consistent basis to provide the highest level of guest satisfaction in cleanliness and service.
Ensure to remain alert, courteous and helpful to the guests and co-workers at all times.
Responsible to clean the room, the public area, Executive Office etc., and other duties as assigned.
Any matter which may affect the interests of the hotel should be brought to the attention of the Management.

Key Responsibilities:

People Management

Establish and maintain seamless co-ordination & co-operation with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.
Interact with guests and personnel of the hotel in an efficient and friendly manner.
Provide effective support to the team to enable them to provide a range of effective and efficient services.
Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
Provide high level of service standards.
Ensure customer satisfaction through constant interaction and personalized service by providing effective amenities and services

Financial Management

Identify optimal, cost effective use of the resources and educate the team on the same.
Responsible for maintenance and upkeep of all department equipment, fittings and fixtures and material under his / her responsibility
Checks and controls the availability and proper usage of supplies and material.

Operational Management

Inspect room linen before placing in rooms and return below standard pieces to the respective person in Housekeeping.
Ensure to report to work on time and according to posted schedule.
Ensure to daily change soiled linens on beds and remake beds.
Strictly follow the lost and found procedures.
Ensure floor pantries and corridors & fire exits are as per the standards.
Responsible for equipping all rooms with linen, amenities in the guest rooms as per the standards.
No articles should ever be removed from occupied rooms. Absolute respect for guests property should always be exercised.
Report to the Housekeeping Supervisor any blankets, bed spreads etc., that require changing.
Ensure to report any assigned rooms that do not require service Do not Disturb signs etc. to the Housekeeping Supervisor.
Report malfunctioning of equipments to the supervisor and ensure they are attended to.
Responsible for handling Housekeeping desk efficiently by co-coordinating with concerned persons as well as constant follow up – by acting as information and transmitting center for all communications within and outside the department.
Ensure all messages are handled with utmost importance and action taken
Ensure all guest messages and queries are handled promptly
Ensure all issue and receipt of keys are accounted for and acknowledged
Ensure all registers and records are updated.
To abide by the mission statement of the hotel and of the department.
Ensure to take the responsibility for master keys of the assigned rooms.
Report any loss or damage to the supervisor.
Ensure to perform the following duties in the Public Area:
To dust furniture, fixtures and fittings
Vacuum the carpet.
Scrub, wash and clean the floor
Clean and arrange the equipment furniture as prescribed
Dust and clean light fittings

Training:

Ensures attendance on behavioral and vocational training in own and related areas to enhance kills and develop multi functionality
Ensures career development and succession planning for self
Attends training on fire safety and security system
Shares skills with all departmental employees through on the job training for new comers

Qualifications

Bachelor's degree in Hospitality Management or Diploma or Certificate Course in Hospitality Management preferred
Strong attention to detail and commitment to cleanliness standards
Excellent customer service skills with a friendly and professional demeanor
Effective time management and organizational abilities
Good communication skills in English; knowledge of additional languages is a plus
Problem-solving skills to address guest concerns efficiently
Physical stamina to perform cleaning tasks throughout the shift
Knowledge of cleaning products and procedures
Flexibility to work various shifts, including weekends and holidays
Ability to work both independently and as part of a team
Previous experience in housekeeping or hospitality is advantageous but not required for entry-level positions