Hotel Programs

Front Desk Agent

Front Desk Agents are responsible for providing efficient and friendly service to current and potential hotel guests by completing all tasks from the time a reservation is made to check out. This requires excellent customer service, computer, money, and phone skills.

Duties and Responsibilities:

  • Count cash drawer and complete deposit slips
  • Navigate the hotel’s computer software to complete tasks:
    • Reservations
    • Check guests in and out
    • Billing
    • Make note of special accommodations requested
    • Money transactions
  • Make guest room keys
  • Answer the hotel phone
  • Handle guest requests and complaints
  • Assist guests with questions about hotel services, hotel events, directions, local attractions, safety deposit boxes, etc.
  • Email copy of receipts to guests when requested
  • Communicate with other front desk, housekeeping, or maintenance staff for support

Heart of the House

Depending on the size of the hotel, many housekeeping employees may be cross trained within the Heart of the House department. 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.

Starting in 2020, EGTI will offer the role of Laundry Attendant as a stand-alone training program. Over the past four years, EGTI staff have observed students whose interest and skillset best match that solely of a Laundry Attendant and not the other roles within Heart of the House. The role of a Laundry Attendant takes place within one room, does not require guest interaction, and is repetitive in nature.

Laundry Attendant

A Laundry Attendant is responsible for ensuring all linen and terry are cleaned using the correct washer and dryer cycles and folded appropriately.

Duties and Responsibilities:

  • Sort linen and terry into separate piles
  • Pre-treat stains on linen and terry
  • Operate the washers and dryers by utilizing correct cycles for different items
  • Fold linen and terry
  • Store linen and terry in their designated locations within the laundry room based on item and size

Linen Runner

Linen Runners are responsible for stocking room attendant carts and storage rooms with necessary linen and terry.

Duties and Responsibilities:

  • Stock room attendant carts with terry and linen needed to complete room cleans
  • Stock storage rooms on each floor with linen and terry
  • Assist with linen and terry inventory


A Houseman is responsible for cleaning public areas within the hotel and setting up meeting rooms: bathrooms, hallways, stairwells, elevator areas, lobby, etc.

Duties and Responsibilities:

  • Dust, sweep, and mop hotel lobby, vending areas, elevators, hallways, bathrooms, fitness center, and pool area
  • Deliver items to guest rooms upon request
  • Arrange tables and chairs within meeting room space according to layout request
  • Communicate with front desk, housekeeping, and maintenance staff

Room Attendant

A Room Attendant is responsible for cleaning and replenishing guest amenities in guest rooms.

Duties and Responsibilities:

  • Remove dirty terry and linen
  • Clean assigned guest rooms within a specific time frame
  • Use appropriate cleaning chemicals on appropriate items
  • Clean guest bathrooms
  • Restock bathroom terry
  • Make beds
  • Fulfill guest requests (i.e. more shampoo, more towels, etc.)
  • Clean and organize cleaning cart
  • Follow lost and found procedures
  • Communicate with housekeeping and maintenance staff