Roles and responsibilities in accommodation
Accommodation
| Job Role | Role and responsibilities | ||
| Head housekeeper | Responsible for checking that all bedrooms are serviced correctly to maintain the hotel’s high standards. | Carry out staff appraisals to monitor standards and will order stock to ensure customer satisfaction is achieved. | |
| Housekeeper | Responsible for allocating jobs to room attendants and ensuring all areas are cleaned correctly. | ||
| Room attendant | Cleans the rooms, changes the beds, checks that there are enough toiletries and clean towels. | Clean public areas of the hotel. | Report any damage to property to housekeeper. |
| Maintenance officer | Checks fixtures and fittings for any damage and will carry out repairs. | Liaise with other departments to ensure all areas of hotel are operating to a high standard. | Arrange specialist trades to carry out repairs as and when required. |
| Job Role |
| Role and responsibilities |
| Head housekeeper |
| Responsible for checking that all bedrooms are serviced correctly to maintain the hotel’s high standards. |
| Carry out staff appraisals to monitor standards and will order stock to ensure customer satisfaction is achieved. |
| Housekeeper |
| Responsible for allocating jobs to room attendants and ensuring all areas are cleaned correctly. |
| Room attendant |
| Cleans the rooms, changes the beds, checks that there are enough toiletries and clean towels. |
| Clean public areas of the hotel. |
| Report any damage to property to housekeeper. |
| Maintenance officer |
| Checks fixtures and fittings for any damage and will carry out repairs. |
| Liaise with other departments to ensure all areas of hotel are operating to a high standard. |
| Arrange specialist trades to carry out repairs as and when required. |
Associated skills and qualities
- Good time management to complete duties within the tight time frame
- Attention to detail ensures all tasks are completed to a high standard
- Effective use of safety procedures to ensure the hotel is complying with all regulations and that employees are kept safe
- Reliable and trustworthy so guests feel comfortable leaving their personal possessions in your care
- High level of cleanliness so the room is maintained to a high standard
- Self-directed and motivated with the ability to work on your own initiative
Front office
| Job Role | Role and responsibilities | |
| Head receptionist | Responsible for taking the bookings and ensuring the staff are given the correct information. | Help customers check in, deal with any complaints and pass on all relevant information to other departments. |
| Assistant receptionist | Assists the head receptionist, helps customers to check in, deals with bills and answers the phone. | |
| Porter | Delivers luggage to the bedrooms and helps with setting up rooms for conferences and events. | Deals with lost property and will answers queries from guests. |
| Night porter | Covers the reception at night and ensures queries or complaints are dealt with effectively or reported to management. |
| Job Role |
| Role and responsibilities |
| Head receptionist |
| Responsible for taking the bookings and ensuring the staff are given the correct information. |
| Help customers check in, deal with any complaints and pass on all relevant information to other departments. |
| Assistant receptionist |
| Assists the head receptionist, helps customers to check in, deals with bills and answers the phone. |
| Porter |
| Delivers luggage to the bedrooms and helps with setting up rooms for conferences and events. |
| Deals with lost property and will answers queries from guests. |
| Night porter |
| Covers the reception at night and ensures queries or complaints are dealt with effectively or reported to management. |
Associated skills and qualities
- Friendly approach when dealing with customers to ensure that they feel relaxed
- Smart personal appearance to create a good first impression
- Organised to ensure that tasks are prioritised and completed on time
- Good customer service skills to help ensure the needs of the guest are being met
- Polite, friendly and helpful so guests feel respected when receiving help from a member of staff
