Houseperson (Union) (MGM National Harbor) Job at MGM Resorts International
POSITION SUMMARY:
It is the responsibility of the House Person is to provide excellent customer service and create a safe and friendly environment for employees and guests by ensuring timely delivery of requested items, ensuring guest hallways are cleaned, detailed, and free of debris, and assisting Guest Room Attendants and other housekeeping department staff. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures.
It is the responsibility of the House Person is to provide excellent customer service and create a safe and friendly environment for employees and guests by ensuring timely delivery of requested items, ensuring guest hallways are cleaned, detailed, and free of debris, and assisting Guest Room Attendants and other housekeeping department staff. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures.
POSITION RESPONSIBILITIES/DUTIES:
Promotes and maintains the highest level of service to all guests while staying alert to their needs.
- Responds effectively to guest inquiries related to the property and the local area, while providing excellent service.
- Responds to and resolves guest complaints in a timely manner, creatively solves problems, anticipates guest needs within scope of authority, and notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
- Ensures the privacy and confidentiality of guests and limits requests for information pertaining to guests in accordance with hotel policies.
- Follows all procedures for safety, general cleaning, deep cleaning, and mattress-flipping.
- Maintains inventory levels of supplies including, but not limited to, bed and bath linens, toiletries, cleaning supplies, paper supplies, and guest room amenities.
- Delivers supplies to Guest Room Attendants (GRA) and other housekeeping department staff and monitors available stock.
- Fills cleaning chemical bottles as assigned in accordance with departmental policies and procedures.
- Moves inventory products from receiving area to designated areas.
- Removes trash from guest floor service landings and removes and replaces trash container liners as needed.
- Cleans and dusts property fixtures, carpet edges, baseboards, lamps, shades, and picture frames, and keeps stairwell exits clean and free from debris.
- Vacuums carpeting in guest room corridors daily, and spot cleans carpeting, hallways, public areas, and guest rooms. Moves guest room furniture as assigned.
- Flips mattresses in guest rooms to prolong mattress life.
- Maintains general cleanliness of guest hallways throughout the shift.
- Removes room service carts and/or trays and delivers to the appropriate areas any other item that is not a permanent fixture of the décor of the guest hallways.
- Reports unusual room conditions and other equipment in need of repair to the supervisor.
- Ensures that assigned areas are kept clean and neat, including removing and replenishing linens from hampers and removing trash from GRA carts in a timely manner. Moves and transports full linen hampers to designated areas.
- Delivers linen supplies and guests’ requested items (e.g., cribs, rollaways, refrigerators) to designated areas in a timely manner.
- Functions as a Guest Room Attendant as needed.
- Maintains cleanliness of Housekeeping employee bathroom throughout the shift including filling soap dispensers, ensuring paper products are neatly and properly stocked, keeping floor clean and dry, and sanitizing bathroom surfaces.
- Stocks and cleans required back of house areas.
EDUCATION and/or EXPERIENCE:
Required:
High school diploma or equivalent.
Preferred:
Bilingual abilities, English as the primary or secondary language.
KNOWLEDGE/SKILLS/ABILITIES:
Customer Service Orientation: The ability to provide excellent service to guests and ensure their complete satisfaction. This includes greeting and interacting with guests in a friendly and enthusiastic manner, building trust, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset, taking ownership of guest issues or problems and taking action to quickly resolve them, and caring about and valuing guests.
- English Language Proficiency: The ability to speak and understand spoken English when giving and receiving instructions, and talking with management, coworkers, and guests. This includes using correct grammar when speaking and not using slang terms.
- Communication: The ability to communicate information clearly and politely to coworkers, supervisors, and guests when speaking, writing, and reading English. This includes targeting the amount, style, and content of the information to the needs of the receiver.
- Team Work: The ability to participate as a committed member of a team. This includes cooperating and working well with other team members to accomplish goals and meet guest needs, being supportive of others, willingly helping others, objectively considering others’ ideas and opinions, sharing information with others, adhering to team expectations and guidelines, giving proper credit to others, and fulfilling team responsibilities.
- Detail Orientation: The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.
- Multi-Tasking: The ability to process multiple types of information and/or perform multiple tasks simultaneously.
- Initiative: The ability and willingness to take independent action and complete job tasks without being instructed to complete them. This includes the ability and willingness to recognize assignments or tasks that need to be completed, to seek out additional assignments or tasks, and to help others.
- Safety Orientation: The ability to work safely. This includes clearly understanding and following company safety policies and procedures, completing work in a safe manner, caring about safety of self and others, responding appropriately in an emergency, and reporting unsafe conditions. This also includes being aware of unsafe conditions such as spills, wet areas, debris, and addressing quickly and efficiently.
- Integrity and Company Policies: The ability and willingness to uphold ethical standards and comply with all state and federal laws and company policies and procedures. This includes maintaining confidentiality of all sensitive and proprietary information and avoiding conflict of interest situations.
- Agility: The ability to bend, stretch, twist, or reach out with the body, arms, or legs to perform job tasks.
- Physical Strength: The ability to lift, push, pull, or carry objects using hands, arms, back, stomach, shoulders, legs, or a combination of these muscle groups.
- Cleaning Supplies and Chemicals: Knowledge of the hazards and safety precautions required for handling cleaning supplies and products in a safe and effective manner. This includes knowing the location of MSDS information and the appropriate product for a given situation.
- Trash Handling and Removal: Knowledge of proper handling of recyclable and hazardous materials (e.g., syringes, needles, blood stains), including removing trash, sanitizing trash cans, and recycling appropriate trash items.
- Housekeeping Set-up Standards: Knowledge of proper housekeeping set-up standards for specific areas (e.g., guest room, linen closet, public areas). This includes knowledge of proper placement of supplies.
- Cleaning Procedures: Knowledge of policies and procedures for cleaning and maintaining the various areas of the property (e.g., restrooms, public areas, guest rooms, kitchens, etc.). This includes the ability to clean sidewalks, walls, ceilings, vents, doors, furniture, displays, artwork, counters, partitions, toilets, sinks, light fixtures, glass, mirrors, and drains.
Location:
National Harbor, MarylandPlease Note :
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