Guest Room Attendant (Union) (MGM National Harbor)
Location: National Harbor, Maryland It is the responsibility of the Guest Room Attendant to provide excellent customer service and create a safe and friendly environment for employees and guests while cleaning and servicing guestrooms. 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. Essential Functions and Tasks This job description in no way states or implies that these are the only duties to be performed by employees in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for effective operation of the department * 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 and 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. * Properly utilizes performance feedback, recognition, and training. * Dusts and cleans all furniture (eg, picture frames, mirrors, windows, baseboards, carpet edges, inside and outside door panels, door ledges, and thresholds). * Cleans guest rooms by replacing linens, making bed(s), following property's green initiatives for bed linens and terry, vacuuming, emptying trash, and wiping down or dusting all surfaces. Performs deep cleaning details as assigned. * Cleans bathrooms by scrubbing basins, bathtubs, shower walls, doors, sinks, toilets, vanities, mirrors, and floors using proper equipment and approved chemicals as applicable. Places clean bathmats on tubs and/or shower doors and clean towels on towel racks and vanities. * Replenishes all information folders and guest amenities (eg, ashtrays, glassware, soaps, supplies, tissues). * Checks and replaces all missing items in rooms (eg, hangers, ice bucket liners, hair dryers, stationery). * Removes room service carts and/or trays, pushes fully loaded carts, and delivers to the appropriate areas when applicable. * Prepares rooms during the night shift, including turndown of the bed sheets for guests in preparation of their use, placement of a bedside amenity for the guest upon their return, placement of ice for after-dinner beverages, and refresh of towels for the next day. * Completes and records all duties in accordance with the room daily assignment sheet. * Reports status of rooms by utilizing appropriate systems. * Maintains the security of the assigned master key and returns it at the end of the shift to the supervisor. * Reports unusual room conditions or rooms in need of repair. * Follows appropriate procedures regarding items left in the room. * Conducts AM and PM room checks to determine the status of the rooms. * Loads Guest Room Attendant cart with cleaning supplies, linen, and amenity items. * Maneuvers a fully loaded Guest Room Attendant cart to transport supplies between guest rooms. Supervisory Responsibilities None Education and/or Experience PREFERRED: * Three (3) months of general cleaning experience. * Bilingual abilities, English as the primary or secondary language. Certificates, Licenses, Registrations SECTION 3: COMPETENCIES & WORKING CONDITIONS Knowledge, Skills, and 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. 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. 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. 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. 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. 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. Housekeeping Cart Care Procedures: Knowledge of property housekeeping cart care procedures. This includes properly loading, emptying, storing, cleaning, and organizing and maintaining housekeeping carts at all times and the knowledge of proper cart positioning while cleaning to minimize disruption and maintain safety of guests and employees. Trash Handling and Removal: Knowledge of proper handling of recyclable and hazardous materials (eg, syringes, needles, blood stains), including removing trash, sanitizing trash cans, and recycling appropriate trash items. Make Beds: Knowledge of and the ability to properly make a bed, including correctly laying and tucking bed sheets, blankets, and other bed-making materials (eg, scarves, skirts, duvets, shams). Housekeeping Set-up Standards: Knowledge of proper housekeeping set-up standards for specific areas (eg, 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 (eg, 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. Work Schedule/Hours Ability to work a flexible schedule including extended hours, weekends, and holidays.