To create an amazing experience for our guests and fellow team members.

Position Summary:

Our Housekeeping Team leaders are responsible training and holding the team members accountable for creating a crisp, clean and welcoming environment in our hotel.

Duties & Responsibilities:

The responsibility to our guests:

• Ensure the room attendants are certified within 30 days and the rooms are cleaned at a consistently high standard.  

• Ensure the houseman are certified within 30 days and the public space is cleaned at a consistently high standard.

• Ensure the laundry attendants are certified within 30 days and the linen & terry is cleaned and maintained at a consistently high standard.

• Use the 5 & 10 rule when greeting our guests throughout the hotel with eye contact, a smile and a clear voice.

The responsibility to the team:

• Live the mission by being a good will ambassador inside and outside of work

• Promote teamwork and an enjoyable work environment 

• Conduct preshift on a daily basis for the team members to include: 

• Basic of the day

• Inform the team of GSS, Occupancy, Rate, TripAdvisor rank, Incoming / departing groups, guest special requests, and any other pertinent information that can help impact the guest or team member’s experience. 

• Training topic of the day

• Recognition for specific team members: reading 

• Ensure that the team has clear communication from shift to shift with fellow team members to make sure the team is set up for success. 

• Guest service issues or requests

• Cleanliness  

• Maintenance 

• Special occasions

• Lead by example for each of the housekeeping team members. Ensure that you are following all of the training guidelines for each of the positions you lead.

• Ensure that room inspections are done in an efficient and through manner. Communicate successes & opportunities with the team member who cleaned the room.

• Maintain your linen inventory at least at a 2.5 PAR level. Ensure orders are placed in a timely manner

• Ensure that your guest supplies are kept up so that your team has the supplies they need to do their job while keeping within the budget guidelines set forth. 

• Complete onboarding for each team member by ensuring their training is complete within 30 calendar days of hire

• Room attendant

• Floor and Lobby attendant

• Laundry attendant

• Keep a clean and organized work space

• Complete schedules and fulfill requests as best that can be accommodated by Thursday afternoons at 3p.

• Attend work on time as scheduled and adhere to attendance policy.

The responsibility to the hotel and yourself:

• Ensure the safety and security of our guest and team members at all times and report unsafe conditions and suspicious activity to hotel leadership

• Always practice energy conservation

• Report all lost and found inquiries to the Housekeeping Department

• Follow proper key control procedures.

• Utilize Service Recovery/Defect Tracking processes

• Use personal protective equipment when necessary (gloves, goggles, etc.)

• Follow proper moving and lifting procedures identified in Departmental Orientation Handbook. 

• Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.

• Must have finger, hand and upper body dexterity to push, pull and move levers, equipment and furniture throughout shift. 

• Must be able to work with arms raised above head throughout a shift. Must be able to maneuver fully loaded room attendant cart, weighing up to 50lbs., through hallways and into/out of closets during entire work day.

• Must be able to lift, carry or otherwise move up to 15 lbs. regularly.        

• Be willing to assist the laundry department as needed

• Wear uniform, including nametag at all times in accordance with the Standards of Appearance.

• Be able to work by yourself

• Adhere to the work rules set forth in the team member handbook. 

• Perform other duties as assigned.

Job Evaluations will be based on:

• Guest services impact & overall housekeeping scores

• Team unity, attitude & cooperation

• Quality of Work and delivering results 

• Communication

• Attendance & dependability     

• Judgment and problem solving skills

• Work planning & taking initiative

The hotel work environment:

• The hotel business operates 24 / 7 / 265. There is no guaranteed shift or schedules. There may be times that you will need to move to different shifts or different work areas to accommodate our guests. 

• This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment.              

• I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice. This is the bare minimum list responsibilities and is not meant to be an all-inclusive list. There will be other reasonable responsibilities that you will be assigned to do as requested by your department leader.

The responsibility to our guests:

• Create a crisp and clean welcome feeling for guests as they arrive and depart in our lobby and front driveway

• Deliver guest request items within 5 minutes of receiving the request from the front desk

• Keep the fitness center clean and stocked with towels and water

• Keep the hallways clear of dirty linen and vacuumed

• Driving the shuttle van as requested by guests (separate job description)

• Use the 5 & 10 rule when greeting our guests throughout the hotel with eye contact, a smile and a clear voice.

The responsibility to the team:

• Live the mission by being a good will ambassador inside and outside of work

• Promote teamwork and an enjoyable work environment 

• Complete you onboarding & training within 30 days which will include training on:

• Daily shift flow, including but not limited to your shift checklist 

• Flow of the shift depending on AM or PM shifts

• Trash pulls from the floors

• Cart and closet stocking

• Clearing linen from the floors

• Lobby and breakfast area trash

• Vacuuming the lobby, floors and elevator landings 

• Elevator and elevator track cleaning 

• Pulling the trash and cleaning the pool deck

• Pulling the trash and cleaning the front driveway

• Special project & railroad cleaning assignments 

• Emergency procedure training

• Room cleaning: checkouts & stayovers

• Laundry assistance as needed

• How to be effective when handling difficult guest issues as they arise 

• Use the L.E.A.R.N. method for handling guest issues

• Hours of hotel services, room locations & amenities

• How to handle minor maintenance issues as they arise

• Chemical Training and Blood borne Pathogen Training

• Shuttle van policy

• Know the areas that you are responsible for:

• Lobby 

• Breakfast area

• Fitness center

• Pool deck

• Driveway

• Hallways

• Heart of the house cleanliness

• Room delivery calls

• Clear communication between shifts and with fellow team members and team leaders is a necessity for our fellow team members to be set up for success. 

• Guest service issues or requests

• Cleanliness  

• Maintenance 

• Special occasions

• Participate in daily preshift

• Keep a clean and organized work space

• Attend work on time as scheduled and adhere to attendance policy.

The responsibility to the hotel and yourself:

• Ensure the safety and security of our guest and team members at all times and report unsafe conditions and suspicious activity to hotel leadership

• Always practice energy conservation

• Report all lost and found inquiries to the Housekeeping Department

• Follow proper key control procedures.

• Utilize Service Recovery/Defect Tracking processes

• Use personal protective equipment when necessary (gloves, goggles, etc.)

• Follow proper moving and lifting procedures identified in Departmental Orientation Handbook. 

• Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.

• Must have finger, hand and upper body dexterity to push, pull and move levers, equipment and furniture throughout shift. 

• Must be able to work with arms raised above head throughout a shift. Must be able to maneuver fully loaded room attendant cart, weighing up to 50lbs., through hallways and into/out of closets during entire work day.

• Must be able to lift, carry or otherwise move up to 15 lbs. regularly.        

• Be willing to assist the F&B department as needed

• Assist with setting up the breakfast area as needed, which includes the 24 hour coffee station.

• Assist with laundry as needed 

• Wear uniform, including nametag at all times in accordance with the Standards of Appearance.

• Be able to work by yourself

• Adhere to the work rules set forth in the team member handbook. 

• Perform other duties as assigned.

Job Evaluations will be based on:

• Guest services impact & overall housekeeping scores

• Team unity, attitude & cooperation

• Quality of Work and delivering results 

• Communication

• Attendance & dependability     

• Judgment and problem solving skills

• Work planning & taking initiative

The hotel work environment:

• The hotel business operates 24 / 7 / 265. There is no guaranteed shift or schedules. There may be times that you will need to move to different shifts or different work areas to accommodate our guests. 

• This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment.              

• I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice.

• This is the bare minimum list responsibilities and is not meant to be an all-inclusive list. There will be other reasonable responsibilities that you will be assigned to do as requested by your department leader. 

The responsibility to our guests:

• Clean linen and terry following Scarlett Hotel Group guidelines and certification within the allotted time you are given per room 

• While cleaning linen, look for worn or stained linen and replace / stain treat as necessary 

• Use the 5 & 10 rule when greeting our guests throughout the hotel with eye contact, a smile and a clear voice.

The responsibility to the team:

• Live the mission by being a good will ambassador inside and outside of work

• Promote teamwork and an enjoyable work environment 

• Complete you onboarding & training within 30 days which will include training on:

• 8 step Laundry Flow Chart

• How to maintain and operate all laundry equipment in accordance with established procedures.

• Learn who to report any equipment malfunction to and complete a work order

• How to sort laundry terry vs. linen vs. rags

• What wash cycle each of them run 

• Learn the proper drying program

• How to fold each item properly

• What to look for when folding / sorting (stains, rips, tears, fading)

• How to pretreat stains

• How to conduct a linen inventory

• Emergency room cleaning

• Safety training

• Clear communication between shifts and with fellow team members and team leaders is a necessity for our fellow team members to be set up for success. 

• Guest service issues or requests

• Cleanliness  

• Maintenance 

• Special occasions

• Participate in daily preshift

• Keep a clean and organized laundry room

• Attend work on time as scheduled and adhere to attendance policy.

• Stock your cart at the end of the day so it the team member using it the next day is set up for success.

The responsibility to the hotel and yourself:

• Ensure the safety and security of our guest and team members at all times and report unsafe conditions and suspicious activity to hotel leadership

• Always practice energy conservation

• Report all lost and found inquiries to the Housekeeping Department

• Follow proper key control procedures.

• Utilize Service Recovery/Defect Tracking processes

• Use personal protective equipment when necessary (gloves, goggles, etc.)

• Follow proper moving and lifting procedures identified in Departmental Orientation Handbook. 

• Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.

• Must have finger, hand and upper body dexterity to push, pull and move levers, equipment and furniture throughout shift. 

• Must be able to work with arms raised above head throughout a shift. Must be able to maneuver fully loaded room attendant cart, weighing up to 50lbs., through hallways and into/out of closets during entire work day.

• Must be able to lift, carry or otherwise move up to 15 lbs. regularly.        

• Be willing to assist the laundry department as needed

• Wear uniform, including nametag at all times in accordance with the Standards of Appearance.

• Be able to work by yourself

• Adhere to the work rules set forth in the team member handbook. 

• Perform other duties as assigned.

Job Evaluations will be based on:

• Guest services impact & overall housekeeping scores

• Team unity, attitude & cooperation

• Quality of Work and delivering results 

• Communication

• Attendance & dependability     

• Judgment and problem solving skills

• Work planning & taking initiative

The responsibility to our guests:

• Clean rooms following Scarlett Hotel Group guidelines and certification within the allotted time you are given per room 

• While cleaning the room, you are our eyes for maintenance needs. If you see something that is broken or just doesn’t look right, write it down on your board. Everything should be in working order for our guests.

• Use the 5 & 10 rule when greeting our guests throughout the hotel with eye contact, a smile and a clear voice.

The responsibility to the team:

• Live the mission by being a good will ambassador inside and outside of work

• Promote teamwork and an enjoyable work environment 

• Complete you onboarding & training within 30 days which will include training on:

• 8 step stay over room cleaning method

• 10 step Check out room cleaning method

• Room brand standards: towels, wash cloths, linen, pillows, hangars, collateral, position of furniture, EIWO

• Daily shift flow, including but not limited to your board 

• Intro to railroad / project cleaning schedule

• Special project & railroad cleaning assignments 

• Emergency procedure training

• How to be effective when handling difficult guest issues as they arise 

• Use the L.E.A.R.N. method for handling guest issues

• Hours of hotel services, room locations & amenities

• Chemical Training and Blood borne Pathogen Training

• Clear communication between shifts and with fellow team members and team leaders is a necessity for our fellow team members to be set up for success. 

• Guest service issues or requests

• Cleanliness  

• Maintenance 

• Special occasions

• Participate in daily preshift

• Keep a clean and organized cart

• Attend work on time as scheduled and adhere to attendance policy.

• Stock your cart at the end of the day so it the team member using it the next day is set up for success.

The responsibility to the hotel and yourself:

• Ensure the safety and security of our guest and team members at all times and report unsafe conditions and suspicious activity to hotel leadership

• Always practice energy conservation

• Report all lost and found inquiries to the Housekeeping Department

• Follow proper key control procedures.

• Utilize Service Recovery/Defect Tracking processes

• Use personal protective equipment when necessary (gloves, goggles, etc.)

• Follow proper moving and lifting procedures identified in Departmental Orientation Handbook. 

• Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.

• Must have finger, hand and upper body dexterity to push, pull and move levers, equipment and furniture throughout shift. 

• Must be able to work with arms raised above head throughout a shift. Must be able to maneuver fully loaded room attendant cart, weighing up to 50lbs., through hallways and into/out of closets during entire work day.

• Must be able to lift, carry or otherwise move up to 15 lbs. regularly.        

• Be willing to assist the laundry department as needed

• Wear uniform, including nametag at all times in accordance with the Standards of Appearance.

• Be able to work by yourself

• Adhere to the work rules set forth in the team member handbook. 

• Perform other duties as assigned.

Job Evaluations will be based on:

• Guest services impact & overall housekeeping scores

• Team unity, attitude & cooperation

• Quality of Work and delivering results 

• Communication

• Attendance & dependability     

• Judgment and problem solving skills

• Work planning & taking initiative

The hotel work environment:

• The hotel business operates 24 / 7 / 265. There is no guaranteed shift or schedules. There may be times that you will need to move to different shifts or different work areas to accommodate our guests. 

• This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment.              

• I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice.

• This is the bare minimum list responsibilities and is not meant to be an all-inclusive list. There will be other reasonable responsibilities that you will be assigned to do as requested by your department leader. 

Scarlett Hotel Group was created BY and FOR the next generation of hospitality leaders.  Established by a group of experienced hotel entrepreneurs with long histories of success in rapid growth organizations. We are the same group of people that believe that hospitality should exist in all facets of the business world but especially in our hotels. Our mission is to develop a portfolio of great hotels managed by exceptional people who absolutely love what they do and are excited to come to work each day. 

As a Guest Services, a day at the office can include:

• Being a Chief Reminding Officer to your team by ensuring checklists and daily tasks are completed accurately, to ensure a smooth and profitable operation.

• Engaging with our guests by responding to reviews in a timely manner and honoring our Rewards members with unexpected delights!

• Showcasing your self-confidence, energy and enthusiasm during huddles and ensuring Guest Service Targets are exceeded.

REQUIREMENTS

ABOUT YOU

Do you always come up with solutions instead of just bringing problems to the table? When faced with staffing challenges do you rise to the occasion and step in as needed? Do you understand what motivates your team and are able to tap into those needs and desires in an effective way? Do you take time and resources to engage in professional development so that you can better support your team? If so, you might be our next Guest Services Team Lead!

You are creative and a team player. You motivate and captivate your team with your tender approach and your impressive knowledge of how to wow your guests.

You meet deadlines and feel comfortable coaching teams and are focused on attention to detail. 

You know a little bit about all aspects of hotel operations including food and beverage, guest services and housekeeping and can inspire others to collaborate with you.

You are flexible and understand that your job is not a typical 9-5, and your weekend presence is often required to support your team. 

You are pleasant and infectious; your team members just can’t wait to be around you!