Scope of Position

The Houseperson is responsible for maintaining a superior clean and well-stocked area and in all tasks assigned. He/She is responsible for maintaining cleanliness of all Residential corridors and public areas and assisting within Residential units when required.

Houseperson

The houseperson is responsible for the overall aesthetic cleanliness of the residential common areas and to support the residential department to ensure the residents and guests’ satisfaction including initiating contact with the Residents entering the residences or hotel and creating a delightful arrival and departure experience. 

Department Job Functions:

• Provide excellent service consistent with the property’s core service standards and brand attributes
• Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task, ability to think clearly, quickly, maintains concentration and makes concise decisions
• The ability to focus and pay attention to detail
• Proactively greet, interact, and assist staff in a professional manner to foster and promote a cooperative and harmonious work environment
• Perform all duties as deemed necessary for the success of the department
• Be knowledgeable of Department Residences and Hotel goals
• Maintain complete knowledge and comply with all residential and hotel departmental policies and procedures.
• Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance
• Maintain complete knowledge of and comply with all departmental policies, procedures, and standards
• Proactively seek to provide refined luxury service ensuring guest satisfaction
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately     
• Be knowledgeable of Hotel information to answer guest inquiries
• Serve as ambassadors of the property by being the first point of guest contact
• Ability to focus attention on guest needs, remaining calm and courteous.
• Maintain positive guest relations at all times
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• An ability to understand the Residents’ inquiries and provide responses
• An ability to maintain the confidentiality of all Residential guest information and pertinent hotel data.
• Accommodate all Residents requests expediently and courteously.  Follow up with designated Residential or hotel personnel to ensure completion of request.
• Own all requests and complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction
• Document residents’ requests for Concierge or Valet assistance.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Ensure Hotel property and equipment is properly used and maintained.
• Identify and report defects throughout the Hotel; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations
• Protect and utilize Hotel assets in a responsible and professional manner
• Participate in the property’s sustainability initiative through energy conservation and the use of recycling programs and materials.
• Maintain knowledge of:
  • Scheduled daily activities
  • Daily arrivals/departures
  • Hours of operation for each outlet
  • Features and services provided by the Hotel and Residences
• Residential Corridor and Public area cleanliness and tidiness
• Cover all areas assigned to and ensures that the Residences cleanliness standards are maintained in all areas of responsibility
• Maintain the general upkeep of assigned section of Residential floors and public areas
• Operate all floor maintenance equipment efficiently
• Vacuum, spot clean / shampoo of carpets  
• Recognize and report all missing, damaged or sub-standard furniture, fixtures and equipment
• Responsible for all furniture moving, wall washing, drapes up and down, delivery of any residential requests, shampooing, buffing and spot cleaning, interior window and mirror cleaning and high dusting
• Maintain the cleanliness of residential foyers and corridors by performing wall washing, vacuuming, dusting of crown molding, millwork, baseboards and cleaning of all light fixtures including ceiling fixtures
• Perform general cleaning as scheduled
• Keep emergency stairwells and service landings in order and remove excessive soiled linen or garbage
• Move and remove furniture in residential related areas as well as office space
• Assist the Residential desk team with any package or food deliveries or assist with fulfilling any residential requests
• Escort any residential guests when necessary.
• Fulfil any residential guests’ request e.g. laundry pick-up and any other requests.
• Supports Residential room attendant in maintaining correct supplies and pars in closets and delivery of these supplies to the floors if needed.
• Remove all garbage from service landings and general wall washing and cleanliness of all service landings.
• Maintain the cleanliness of all service elevators including shampooing of any carpets, high dusting and mirror cleaning. Polish and wipe down all metal services.
• Maintain the cleanliness of foyers and corridors by performing wall washing, vacuuming, dusting of crown molding, millwork, baseboards and cleaning of all light fixtures including ceiling fixtures.
• Maintain vacuum cleaners and other equipment by cleaning up, changing bags and belts regularly.
• Assist in all deliveries, including but not limited to, incoming and outgoing packages (UPS, Fedex, DHL, etc.) and dry cleaning
• Assist in miscellaneous errands as needed
• Assist with contractor escorts as needed
• Assist in shoe shine requests

Requirements: Mandatory

• Professional appearance and demeanor
• Two years previous experience as a houseperson within a hotel or public/office building
• Strong written and verbal communication skills in the English language
• Team Oriented
• Possess a pleasant and outgoing personality.
• Attention to Detail
• Multi task in various situations
• The ability to work well in a team environment
• Perform job functions with attention to detail, speed, and accuracy
• Excellent time management and organizational skills
• Flexibility (multiple projects/frequent interruptions)
• Be a clear thinker, remaining calm and resolving problems using good judgment
• Follow directions thoroughly
• Understand guest service needs
• Work cohesively with co-workers as part of a team
• Work with minimal supervision
• Maintain confidentiality of guest information and pertinent hotel data
• Ability to work varied shifts, including weekends and holidays
• Able to lift up to 50 - 100 lbs
• Able to stand for extended periods of time

Each of the items listed is considered an essential function of the position.  However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position.  The Company reserves the right to alter the duties and responsibilities of the position. 

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company.  Employees or applicants should direct requests for accommodation to Director of Human Resources.