Introduction

The hospitality business that provides accommodation to their guests has Guest Room Attendants.

Their performance of their duty plays an important role in ensuring guest's memorable experience and satisfaction.

The nature of hotels business suggests that rooms are occupied by different guests day after day. But each time a guest enters the room, he/she expects the room to be thoroughly cleaned, safe, and comfortable. There must be no evidence of the previous guest occupancy such as a single strand of hair, a droplet of water on a surface or even a fingerprint.

Obviously, the primary function of the Room Attendant is to ensure the cleanliness and maintenance of the guest rooms, as well as the safety and security of the guest’s stay But more than this, they should also make sure that the guests are satisfied with every request for services.

They must also be friendly and courteous to the guests, discreet in dealing , show product knowledge, and able to handle guest requests and complaints.

Areas of responsibility

Room Attendants are responsible for the following:

1. Cleanliness and overall appearance of guest rooms

2. Security of guest rooms and privacy of guests.

Guest Relations

All employees, including the Room Attendants, are supposed to greet guests cheerfully. Most of the time, Room Attendants work by themselves and must use common sense to manage problems that occur without the supervision or help from other staff.

If there is a complaint about a room, the Room Attendants will take care of it.

Guest Safety

Part of the duties and responsibilities of the Room Attendants is to ensure the safety of guests and their belongings.

Cleaning

As discussed, the main responsibility of the Room Attendants is to ensure that the room is clean and presentable.

Administration and Communication

Room Attendants must know what rooms they are assigned to clean and in what order based on the room status report. Administration and communication is an important aspect in ensuring that rooms are presented to the guests clean and ready for occupancy.

Characteristics of a Room Attendant

These are some characteristics that are required for Room Attendant to possess:

Knowledge

• Hotel and room facilities – Room Attendant must know the facilities and amenities provided in all rooms. e.g. TV, aircon, refrigerator, Wifi access etc.

• How to use cleaning equipment, tools, materials, and chemicals

• The procedure in cleaning guest rooms

• Safety and security protocols

• Handling guest requests and complaints

• Handling losses and breakages

• Handling lost and found items

• Dealing with intoxicated guests

Skills

• Must be able to clean rooms properly in a timely and efficient manner

• Must be able to perform manual handling of materials and equipment safely and efficiently

• Must have good customer relations skills

• Good communication skills

Attributes

• Excellent work ethics

• Physically fit – must be able to perform the housekeeping tasks for the specific period assigned

• Must be able to follow instructions

• Time management – GRAs must be able to clean around 15 – 18 rooms per shift without direct supervision

• Attention to details – cleaning must be done thoroughly

• Professional attitude

Importance of integrity, honesty, and discretion

Room Attendant should uphold a high level of integrity, since they regularly enter the guest rooms.

The Room Attendant must always keep in mind that the guest room is a private space of the guest in which he expects to relax and enjoy his privacy. In essence, the guest room is a “home away from home.”

The guest must feel that whatever the Room Attendant sees in the room, will stay in the room.

There are guests who specifically book a hotel room because they do not want to do certain activities in their own home.

Any action which break local laws must be reported immediately to the supervisor for appropriate action. These activities may include use of illegal drugs or other illegal activities that may put other guests or staff in danger.

A Room Attendant who enters an occupied guest room must never do the following:

• Read personal information or examine property of the guest

• Use or consume any item that belongs to the guest

• Share guest information

• Share the activities of the guest

Discretion is a very important attribute and must be maintained at all times especially relating to the guest’s activities.

Role of Communication to the Room Attendant

The Room Attendant serve as a means of communication to the hotel for any updating and notice of status of occupied rooms since they frequently enter the guest rooms, thus they must be observant.

Department’s concerned persons that Room Attendant communicate with

Room Attendants communicate with other hotel staff for necessary coordination and notices of guest requests and complaints. They will be in close communication with the following department staff:

Front Desk Attendants

• To pre-determined vacant rooms based on expected departure

• To coordinate special requests from guests, particularly from VIPs

Maintenance

Room Attendant call the maintenance department to fix or replace any faulty appliance, furniture, lights, or equipment. In most cases, these calls would be to fix the TV or air conditioning system.

Room Service

Room Attendant should remove used room service trays from guest rooms and place them in a storage area which is located at every floor. They will have to inform room service that there are trays to be picked up at the storage area.

Security

Since Room Attendant spend most of their time on the guest room floors, it is part of their job to observe the activities taking place on their assigned floors. They must ensure that guest activities are conducted in a safe and secured manner. Any threat to guests, hotel staff, and to the property must be coordinated immediately with security personnel.