Job Summary
Housekeeping control desk is the main communication Centre of the housekeeping department. It is the area in the department where all information is received and where messages are conveyed to housekeeping and other sections of the hotel. One of the main functions of the control desk is ensuring smooth coordination between housekeeping and other departments.
Housekeeping control desk is the main communication Centre of the housekeeping department. It is the area in the department where all information is received and where messages are conveyed to housekeeping and other sections of the hotel. One of the main functions of the control desk is ensuring smooth coordination between housekeeping and other departments.
Qualifications
·
Good telephone etiquette
·
A high standard of work and attention
to detail
·
Ability to perform assigned duties
with attention to detail, speed, accuracy.
·
Follow through, courtesy,
cooperativeness and work with minimum supervision.
·
Ability to work alone and as part of
a team
·
Respect for guests’ privacy
·
A polite and helpful manner when
dealing with guests.
·
Must be a self motivator – work with
little supervision
·
Ability to satisfactorily communicate
in English (speak, read, write) with guests, co-workers and management to their
understanding.
·
Punctuality and regular and reliable
attendance.
·
Honesty and Integrity
Responsibilities
·
Responsible for all calls forwarded
to the Desk and ensures that the right message is conveyed to the right person.
All telephone calls should be given top priority and answered efficiently
maximum three rings and following good telephone etiquette
·
Receive messages from guests such as
a request for laundry, iron/board and transmit to the concerned floor
supervisor for further action.
·
Maintain a guest call register E.g.
Maintenances, requests, special instructions etc. This will help in keeping a
track of the completion of the activity and the duration of the same.
·
Follow up with concerned departments
in case of guest requests/ complaints.
·
Keep track of arrival of
pre-registered guests as regards profile/VIP status, timing, pax, any special
request.
·
Receive information from the Front
office also about the expected and existing crews in the house. So that the
rooms can be make ready for the new arriving crew after the departure of
existing crew in a very short period of time.
·
Receive departure room numbers from
the front office and transmits them to the appropriate floor supervisor.
·
Receive information from Floor
Supervisor on rooms that are clean and ready for sale and make the relevant
room status changes on the software as per the instruction given by floor
supervisors.
·
Maintaining records related to day to
day operations of Housekeeping.
·
Updating the Housekeeping data board
with information like VIP inhouse, Today’s occupancy Percentage, arrivals,
departures, to do list, rooms for super cleaning etc.
·
Prepare the room discrepancy list for
Front office.
·
Prepare the VIP amenities list.
·
Handle the lost and found procedures
and all enquiry.
·
Maintaining the “I need it now”
cupboard.
·
Coordinate with Engineering /
Maintenance department for room maintenance issues.
·
Should have complete information
related all the rooms in hotel.
·
Should always have information on
where all staff are allotted for the work. E.g. Staff allocated level 2, public
area etc.
·
Give proper handover to the next
shift and mention all responsibilities in detail to next shift staff before
leaving.
·
Assist Housekeeper and Asst.
housekeeper in preparing the monthly reports.
·
To participate in any
training/development schemes required by management
·
Participate in the hotel’s social
responsibility programme
·
To follow the house rules and
policies laid down by the management
·
To comply with company regulations as
stipulated in staff handbook, regarding uniform, timekeeping and general
conduct.
·
To comply with any statutory and
legal requirement for fire, licensing, health and safety and to ensure that you
are working in accordance with these requirements
