Policies and Procedures

• Follow company and department policies and procedures.

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

• Protect the privacy and security of guests and coworkers.

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

• Maintain confidentiality of proprietary materials and information.

• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

• Thank guests with genuine appreciation and provide a fond farewell.

Working with Others

• Support all co-workers and treat them with dignity and respect.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Move, lift, carry, and place objects weighing less than or equal to 55 pounds without assistance and in excess of 55 pounds with assistance.

• Ability to push and pull work-related machinery over sloping and uneven surfaces.

• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

• Visually inspect tools, equipment, or machines (e.g., to identify defects)

• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.

• Move through narrow, confined, or elevated spaces.

• Move up and down a ladder.

• Stand, sit, kneel, or walk for an extended period across an entire work shift.

• Move at a speed that is required to respond to work situations (e.g., run, walk, jog).

• Move over sloping, uneven, or slippery surfaces and steps.

• Move up and down stairs and/or service ramps.

Housekeeping Protocol

• Post caution signs (e.g., wet floor signs) to limit traffic when necessary.

• Contact Engineering, At Your Service (AYS), Delighted to Serve (DTS), or Housekeeping office directly for urgent repairs.

• Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OSHA regulations and corporate standards.

• Respond promptly to requests from guests, Front Desk, or At Your Service requests.

• Identify and report preventative or other maintenance issues in public areas or guest rooms.

Public and Employee Spaces

• Clean leisure areas including changing rooms and showers, including stocking bathroom with adequate paper goods and soap, cleaning all surfaces, and emptying trash.

• Clean glass (e.g., windows, mirrors) in leisure areas by removing dust, spots, and smears.

• Clean floor surfaces in leisure space using designated chemicals, supplies, and equipment (e.g., mops, buffers, vacuums, wet vacuum, extractor, shampoo machine, stain remover).

• Dust surfaces in assigned area, including furniture, fixtures, woodwork, pictures, public or house phones, fire extinguisher boxes, exit signs, and air vents.

• Empty trash containers into proper containers for recycling or disposal.

• Inspect condition of furniture for tears, rips, and stains and report damages to manager/supervisor.

• Clean and maintain lights by wiping lamps, light fixtures, and light switches, checking that they are in proper working condition, and reporting burnt-out bulbs.