Houseman - Eagle Mountain House

Position: Houseman

Location: Jackson, NH

Reports to: Director of Operations

Status: Non-Exempt

Job Summary: 

The Houseman will be responsible for directly assisting room attendants on the guestroom floors. In addition, they will be responsible for promptly responding to both guest and internal amenity requests to ensure exceptional service that is consistent with brand, property, and company guidelines.

Essential Functions

• Acknowledge guests in all public spaces with a warm and friendly greeting
• Safely remove all dirty linens and service items from guestrooms as needed, in accordance with COVID protocol established by property, company, and brand
• Respond to all guest amenity requests in a timely manner, including pre-arrival requests generated by the front office and housekeeping using the Empower platform
• Ensure closets and supply areas are properly stocked and organized
• Assist with receiving and organizing department supplies
• Assist in the restocking and reorganizing the housekeepers’ carts daily
• Keep stairwells and ice machine areas free from debris
• Assist in emptying all exterior trash including pool, front ramp, and parking garage areas as needed
• Report any light outages, broken equipment, or room disparities to facilities team
• Follow scheduled shifts and follow break and lunch requirements
• Ability to communicate with manager on inventory needs e.g. cleaning supplies and products
• Professional communication while using technology
• Respect all guests, team members, and management by maintaining a positive, friendly attitude
• Establish and maintain a high level of communication with key operating departments
• Ability to interact with guests and share hotel knowledge using personalization, such as using the guest name
• Maintain guest confidentiality following all hotel procedures
• Report any suspicious activity or unusual items in room
• Report any irregular behavior from guests in public areas and/or in rooms
• Ability to take initiative and handle assignments with limited supervision
• Follow all hotel policies and procedures as outlined in the team member handbook
• Maintain cleanliness and order of work area such as closets, carts, and housekeeping office

Hotel Performance

Ensure successful performance assisting guests with an exceptional experience to ensure high performing scores on the GSS according to Marriott

Qualification Standards

Education & Experience

• High School diploma or higher
• Previous hospitality experience preferred
• Excellent customer service skills
• Excellent communication skills, both verbal and written
• Ability to use technology e.g. tablets, iPads

Physical Demands

• Ability to stand for extended periods of time
• Ability to squat and bend
• Ability to communicate clearly
• Corrected vision to normal range
• Ability to work long hours as needed
• Ability to lift/push/pull 50 lbs.

Mental Demands

• Make sound judgments quickly
• Work on multiple tasks, making appropriate progress towards deadlines
• Able to work independently, take direction, and provide direction to others
• Manage differing personalities within the office, the hotel, and the community
• Maintain the highest degree of confidentiality
• Ability to work effectively in stressful, high pressure situations
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary