PERFORMANCE STANDARDS: Room Attendant

PURPOSE: Cleans for hotel guest rooms and/or other assigned areas in a timely and 

 organized manner to ensure guest satisfaction.

General Responsibilities:

1. Smiles when in contact with guests.

2. Maintain proper grooming and hygiene habits as defined in the Service section of the 

Housekeeping manual.

3. Wears and maintains appropriate uniform which includes a nametag.

4. Complies with Holiday Inn standard code of conduct and all regulations which 

management has established.

5. Be completely knowledgeable with the hotel’s emergency procedures and the 

responsibilities which are to be fulfilled in such emergencies.

6. Complies with energy conservation and job safety procedures which management 

defines in the hotel’s loss-prevention manual or postings.

7. Maintains a clean and orderly work area.

8. Immediately informs a supervisor or Manager on Duty, upon gaining knowledge of a 

hazardous situation, emergency or threat to the security of guests, employees, or hotel 

assets.

9. Responds immediately and in a courteous manner to guest requests, and if unable to 

personally fulfill guest requests, immediately notifies supervisor.

10. Responds to guest complaints immediately as per procedures outlined in First 

Concern Lesson: “Handling the Angry Customer”.

11. Performs additional tasks as specified by the management of the hotel.

HOUSEKEEPING SERVICE STANDARDS

1. All Housekeeping personnel will maintain a clean, neat and business-like appearance 

including nametag.

2. All Housekeeping personnel will maintain proper hygiene and grooming standards.

3. All Housekeeping personnel will maintain the proper service tools.

4. All Housekeeping personnel will maintain a clean, neat and organized work 

environment.

5. All Housekeeping personnel will answer the phone promptly and properly.

6. All Housekeeping personnel will make eye contact, smile and say hello when 

greeting and communicating with the guest.

7. All Housekeeping personnel will thank the guest for waiting if necessary.

8. All Housekeeping personnel will learn and use the guest’s name as frequently as 

possible.

9. All Housekeeping personnel will extend compliments to the guest whenever possible 

or appropriate.

10. All Housekeeping personnel will extend common courtesies to the guest whenever 

possible or appropriate.

11. All Housekeeping personnel will project enthusiasm as well as a positive attitude 

when greeting and communicating with the guest.

12. All Housekeeping personnel will make the first 30-seconds count when greeting and 

communicating with the guest.

13. All Housekeeping personnel will face the guest when greeting and communicating.

14. All Housekeeping personnel will maintain open and proper posture when greeting 

and communicating with the guest.

15. All Housekeeping personnel will speak clearly, properly and politely when 

communicating with the guest.

16. All Housekeeping personnel will listen carefully to the guest’s needs and 

recommunicate those needs back to the guest to clarify an understanding.

17. All Housekeeping personnel will be attentive, flexible and creative in identifying and 

fulfilling specific guest needs.

18. All Housekeeping personnel will anticipate rather than react to identifying and 

fulfilling specific guest needs.

19. All Housekeeping personnel will take ownership and initiative in identifying and 

fulfilling specific guest needs.

20. All Housekeeping personnel will ask appropriate questions and make helpful 

suggestions in identifying and fulfilling specific guest needs.

21. All Housekeeping personnel will respond immediately and incorporate a sense of 

urgency in fulfilling specific guest needs.

22. All Housekeeping personnel will thank the guest following the fulfillment of a 

specific need(s).

23. All Housekeeping personnel will invite the guest to return.

• Prepare and cook menu items according to established recipes, portion sizes, and presentation standards.
• Set up, stock, and maintain your station before and throughout service.
• Complete assigned prep accurately and on time, supporting the kitchen’s overall needs.
• Coordinate with the chef, expo, and other cooks to deliver accurate orders in a timely manner.
• Follow food safety procedures, including proper storage, labeling, date marking, temperature control, and sanitation.
• Communicate low inventory, equipment problems, and food quality concerns promptly.
• Keep work areas, equipment, and shared spaces clean throughout the shift.
• Complete assigned opening, closing, and deep-cleaning duties.
• Help with prep, restocking, and cleaning as service needs allow.

• Arrive on time, in the required uniform, and ready to work.
• Maintain a professional, respectful attitude toward coworkers and management.
• Follow directions, accept feedback, and consistently meet kitchen standards.
• Stay focused and productive during both busy and slower periods.
• Take responsibility for the quality of your work and contribute fairly to shared duties.

• Previous line cook or professional kitchen experience preferred.
• Working knowledge of basic cooking techniques, knife skills, and food safety.
• Ability to manage multiple orders while maintaining accuracy and consistency.
• Ability to work on your feet for extended periods and safely perform routine kitchen tasks.

PERFORMANCE STANDARDS: House Person

PURPOSE: Assists room attendants on assigned floors and cleans public areas to ensure

 hotel cleanliness standards are met.

General Responsibilities:

1. Smiles when in contact with guests.

2. Maintain proper grooming and hygiene habits as defined in the Service section of the 

Housekeeping manual.

3. Wears and maintains appropriate uniform which includes a nametag.

4. Complies with Holiday Inn standard code of conduct and all regulations which 

management has established.

5. Be completely knowledgeable with the hotel’s emergency procedures and the 

responsibilities which are to be fulfilled in such emergencies.

6. Complies with energy conservation and job safety procedures which management 

defines in the hotel’s loss-prevention manual or postings.

7. Maintains a clean and orderly work area.

8. Immediately informs a supervisor or Manager on Duty, upon gaining knowledge of a 

hazardous situation, emergency or threat to the security of guests, employees, or hotel 

assets.

9. Responds immediately and in a courteous manner to guest requests, and if unable to 

personally fulfill guest requests, immediately notifies supervisor.

10. Responds to guest complaints immediately as per procedures outlined in First 

Concern Lesson: “Handling the Angry Customer”.

11. Performs additional tasks as specified by the management of the hotel.

HOUSEKEEPING SERVICE STANDARDS

1. All Housekeeping personnel will maintain a clean, neat and business-like appearance 

including nametag.

2. All Housekeeping personnel will maintain proper hygiene and grooming standards.

3. All Housekeeping personnel will maintain the proper service tools.

4. All Housekeeping personnel will maintain a clean, neat and organized work 

environment.

5. All Housekeeping personnel will answer the phone promptly and properly.

6. All Housekeeping personnel will make eye contact, smile and say hello when 

greeting and communicating with the guest.

7. All Housekeeping personnel will thank the guest for waiting if necessary.

8. All Housekeeping personnel will learn and use the guest’s name as frequently as 

possible.

9. All Housekeeping personnel will extend compliments to the guest whenever possible 

or appropriate.

10. All Housekeeping personnel will extend common courtesies to the guest whenever 

possible or appropriate.

11. All Housekeeping personnel will project enthusiasm as well as a positive attitude 

when greeting and communicating with the guest.

12. All Housekeeping personnel will make the first 30-seconds count when greeting and 

communicating with the guest.

13. All Housekeeping personnel will face the guest when greeting and communicating.

14. All Housekeeping personnel will maintain open and proper posture when greeting 

and communicating with the guest.

15. All Housekeeping personnel will speak clearly, properly and politely when 

communicating with the guest.

16. All Housekeeping personnel will listen carefully to the guest’s needs and 

recommunicate those needs back to the guest to clarify an understanding.

17. All Housekeeping personnel will be attentive, flexible and creative in identifying and 

fulfilling specific guest needs.

18. All Housekeeping personnel will anticipate rather than react to identifying and 

fulfilling specific guest needs.

19. All Housekeeping personnel will take ownership and initiative in identifying and 

fulfilling specific guest needs.

20. All Housekeeping personnel will ask appropriate questions and make helpful 

suggestions in identifying and fulfilling specific guest needs.

21. All Housekeeping personnel will respond immediately and incorporate a sense of 

urgency in fulfilling specific guest needs.

22. All Housekeeping personnel will thank the guest following the fulfillment of a 

specific need(s).

23. All Housekeeping personnel will invite the guest to return.

Introduction:

We are seeking a friendly and professional Front Desk Agent to join our team at our hotel. The Front Desk Agent will be responsible for managing reservations, checking guests in and out, and assisting with any needs or requests they may have during their stay. The successful candidate will have excellent customer service skills and be able to work efficiently in a fast-paced environment.

Responsibilities:

• Manage reservations and check guests in and out using a computerized system

• Handle guest requests, such as booking tours or making restaurant reservations

• Assist with check-in and check-out processes, including handling payments and issuing keys

• Answer phone calls and respond to online inquiries in a timely and professional manner

• Assist with organizing and setting up events and meetings

• Handle guest complaints and concerns with grace and professionalism

• Perform light cleaning duties, such as wiping down counters and restocking supplies

• Other duties as assigned

Qualifications:

• Previous experience as a front desk agent or in a customer service role is preferred

• Strong communication and interpersonal skills

• Ability to multitask and handle a high-volume workload

• Proficiency with computer systems and software, such as Microsoft Office and reservation management systems

• Flexibility to work evenings, weekends, and holidays as needed

Perks:

• Competitive salary

• Employee discounts on hotel rooms and amenities

• Opportunities for advancement within the company

• Professional development opportunities

• Positive and supportive work environment