Hospitality

Front Desk Agent

The front desk agent is a member of the front office team. This person is required to maintain a friendly, outgoing, energetic and guest service oriented demeanor at all times and serve guests in a courteous, efficient and friendly manner both face-to-face and on the phone.

Duties and Responsibilities:

  • Begins and ends each shift by counting assigned cash drawer and filling out a deposit slip
  • Navigates the hotel’s computer software to complete tasks:
    • Make reservations
    • Check guests in and out
    • Bill the guest correctly
    • Make note of special accommodations requested
    • Complete money transactions
  • Makes guest room keys
  • Answers the hotel phone
  • Handles guest complaints
  • Assists guests with questions about hotel services, hotel events, directions, local attractions, safety boxes, etc.
  • Knows when to call housekeeping or maintenance for support
  • Provides great customer service, by putting the guest first at all times

Heart of the House

Depending on the size of the hotel, many housekeeping positions may be cross trained. This allows for efficiency in utilizing staff on slower days. However, if a hotel is larger, individuals may only work in one housekeeping position. Students learning Heart of the House at EGTI will learn all positions listed below.

Housekeeping Laundry Attendant/Linen Runner

The primary role of a laundry attendant/linen runner is to wash, dry, and fold all linens and towels and provide clean linens to room attendants.

Duties and Responsibilities:

  • Wash, dry, and fold all hotel linens and towels
  • Watch for and retrieve guest belongings or foreign items mixed in with laundry
  • Pre-treat stains on linen and towels when needed
  • Proper use of all soaps, chemicals and equipment for cleaning linen and towels
  • Clean laundry equipment, vent screens, drain traps and lint filters
  • Assist in the monthly linen and towel inventory
  • Keep the laundry room, housekeeping office and storage areas clean and organized
  • Deliver linen and requested room items to room attendants
  • Restock housekeeping stock rooms regularly

Housekeeping House Person

The primary role of the house person is to maintain high levels of cleanliness in hallways, stairwells and elevator areas.

Duties and Responsibilities:

  • Remove trash from vending areas
  • Clean floors, walls and machines in vending areas
  • Clean elevators
  • Clean hallways
  • Take all soiled linen to laundry and separate
  • Assist room attendants, strip beds and remove trash from guest rooms
  • Help room attendants organize and clean carts
  • Stock towels at pool and fitness center
  • Deliver items to guest rooms
  • Report any carpet stains or work orders to housekeeping office
  • Maintain a friendly and helpful attitude with guests

Housekeeping Room Attendant

The primary role of the room attendant is to maintain a high level of cleanliness in guest rooms and to replenish guest amenities.

Duties and Responsibilities:

  • Clean assigned guest rooms in an allotted time
  • Follow hotel cleaning procedures
  • Use appropriate cleaning chemicals on appropriate items
  • Awareness of blood borne pathogen and safety procedures
  • Clean all guest bathrooms
  • Remove all dirty linens
  • Clean and organize cart
  • Follow lost and found procedures
  • Notify supervisor of any maintenance issues in guest rooms
  • Maintain a friendly and helpful attitude with guests
  • Fulfill guest requests