Guest Service Associate - Housekeeping

Guest Service Associate - Housekeeping

Location: Novotel Mumbai International Airport, Mumbai, India

We are seeking an enthusiastic and detail-oriented Guest Service Associate - Housekeeping to join our dynamic team in Mumbai, India. In this role, you will be the backbone of our guest experience, ensuring that every room and public area meets our high standards of cleanliness and comfort. You will work collaboratively with the housekeeping team to deliver exceptional service while maintaining a professional and welcoming demeanor. This position offers the opportunity to make a meaningful impact on our guests' stays through your dedication to excellence and attention to detail.

Responsibilities

• Attend daily briefings and take on assigned tasks with enthusiasm and commitment
• Clean and maintain assigned areas of responsibility according to established hotel standards and procedures
• Understand and respect different guest levels, including VIP guests, and room categories to provide customized service
• Replenish guest supplies promptly and respond to guest requests in a timely and courteous manner
• Report any damage, malfunctions, or maintenance issues in guest rooms or public areas to your Supervisor immediately
• Maintain all equipment in a proper state of cleanliness and functionality
• Maintain accurate section room reports and daily productivity reports to track progress and efficiency
• Report lost and found articles to the housekeeping office immediately and handle them with care
• Address guest complaints tactfully and professionally, escalating concerns to your Supervisor when necessary
• Report any unusual behavior or suspicious activities observed in guest rooms, floors, or public areas to your Supervisor
• Record room status in your allocated section accurately and update systems as required
• Carry out valet services when needed, including linen delivery and laundry order processing
• Demonstrate proficiency in hotel fire and life safety procedures and emergency protocols
• Attend all assigned briefings, meetings, and training sessions to stay current with hotel policies and procedures
• Maintain a high standard of personal appearance and hygiene at all times
• Establish and maintain positive, collaborative working relationships with colleagues and management
• Perform additional reasonable duties as assigned by management to support team objectives

Qualifications

• Required Qualifications:
• Minimum Higher Secondary (12th Pass) or equivalent education
• Strong time management and organizational skills with the ability to prioritize multiple tasks
• Team-oriented mindset with a positive, professional, and customer-focused attitude
• Excellent interpersonal and communication skills to interact effectively with guests and colleagues
• Attention to detail and commitment to maintaining high standards of cleanliness and service
• Physical stamina and ability to perform repetitive tasks in a fast-paced environment
• Flexibility and adaptability to changing priorities and work schedules
• Basic computer literacy for recording room status and accessing hotel systems
• Problem-solving abilities and resilience in handling challenging situations
• Knowledge of hotel fire and life safety procedures and emergency protocols

Preferred Qualifications:

• Diploma or Certificate in Hotel Management or Housekeeping
• Previous experience in housekeeping, guest services, or hospitality industry
• Familiarity with hotel management systems and housekeeping software
• Multilingual abilities to communicate with diverse guest populations