Job Description
The Housekeeper II supports the Inn on Biltmore Estate Housekeeping department to uphold Biltmore and Industry Standards for Luxury properties.
The standards include: Gracious Hospitality; Courtesy and Manners; Elements of Luxury, Thoughtfulness, and Personalized Service.
The Housekeeper II is responsible for self-assessing their own productivity and quality of tasks, completion of daily paperwork, and documentation of quality sign off as the first level of self-inspection. The Housekeeper II is responsible for the mentoring and some training of new staff as assigned.
Duties include maintain and strive to exceed Biltmore standards, daily upkeep and presentation of rooms and other locations as assigned; dusting, vacuuming, polishing furniture and sanitizing bathrooms. Responsibility for amenity replenishment and meeting or exceeding standards for proactive guest interactions and anticipating requests before being asked. The Housekeeper II will provide general assistance and support for their team, leadership, department, and company.
This position is an internal promotion available to Housekeeper I staff who have demonstrated consistent performance and quality audit scores of 80% or better for 3 months. Housekeeper II's must maintain 90% or better every month to remain at this level.
Requirements:
- At least one year's experience working with Biltmore standards in a similar housekeeping position is required, along with proof of a Quality Audit Score of 90% or greater per month for a minimum of 3 months.
- Commitment to and pride in delivering world class guest service .
- Consistent attention to detail and the ability to perform essential job functions with speed and accuracy.
- Strong organizational and time management skills.
- Ability to handle/operate safely small commercial cleaning equipment, chemicals, solutions, and treatments.
- Ability to be proactive and take initiative as appropriate.
- Should be able to anticipate and understand guest needs.
- Ability to work independently and under deadline, and exercise good judgment.
- CPR/First Aid certification must be obtained within 6 months of Biltmore employment.
Essential Job Duties:
- Clean an average of 10-12 rooms per shift and maintain room cleanliness to all Biltmore standards and within established time standards on a daily basis.
- Consistently apply knowledge of Biltmore and Housekeeping Department Standards, operating in a safe manner from a physical effort standpoint.
- Perform successful daily self-inspections on rooms cleaned, scoring 90% or greater per month on housekeeping items and Biltmore standards listed above.
- Demonstrate anticipatory actions to identify and proactively fulfill requests and guest needs, within Biltmore and Housekeeping Department standards and guidelines.
- Report any maintenance problems to Housekeeping or Engineering to assure guest and staff service and safety and follows up to ensure actions have been taken or escalate to Supervisor if more action is needed.
- Communicate with guests in a courteous and gracious way, answering any questions they may have and addressing all requests promptly.
- Effectively communicate with team members and management; offer suggestions for improving the work processes, have skill in offering ideas in the case of conflict resolution, productivity, and standards.
- Maintain awareness of personal, staff and guest safety and security at all times.
- Perform any other tasks or projects as directed by Housekeeping Management to assure smooth departmental operations.
- Coach new team members as required or requested by management.
Physical Requirements:
- Lift and carry 50 pounds, push and pull 75 pounds depending on workload.
- Ability to climb stairs and ladders and operate cleaning equipment.
- Endure various physical movements throughout work areas and over duration of work shift such as kneeling, bending, stooping, reaching overhead, etc.
- Ability to work in an environment that may include: Variable conditions and noise levels, outdoor environments with fluctuations in temperature and weather conditions, and exposure to fumes, dust and chemicals, moving mechanical parts.