Public Area Attendant

BRANDINTRODUCTION

At Montcalm Collection, we believe that timeless styleand genuine hospitality are more than just values, they’re a way of life. Ourpeople are the heart of our hotels: passionate individuals working together asa team, united by an unwavering commitment to providing first-class personalservice.

Our collection spans some of London’s most storiedbuildings, from elegant Georgian townhouses and an 18th-century brewery to ahistoric head office and a contemporary architectural landmark. Each hotel hasits own unique story, and within everyone, our team create unforgettableexperiences for our guests.

While our walls speak of history, it’s our people,their ambition, and their creativity that shapes our future.

Join us, and become part of a culture that celebratesindividuality, nurtures potential, and upholds the very highest standards ofthe art of hospitality.

SCOPE& GENERAL PURPOSE

The Public Area Attendant isresponsible for maintaining the highest standards of cleanliness, hygiene, andpresentation in all public areas. The role is crucial in ensuring that guestsenjoy a pristine and luxurious environment throughout the hotel’s communalspaces.

The Public Area Attendant worksclosely with the Executive Housekeeper on providing the luxury experiencethroughout the guest journey from the moment they set eyes on our property,throughout their journey experiencing our facilities to a post stay experienceshould they need to call back for anything left in the room.

The PublicArea Attendant ensures all hotel public spaces are impeccably clean, hygienic,and beautifully presented. With a keen eye for detail and a commitment toluxury standards, this role supports a seamless guest experience from arrivalto departure, helping maintain the hotel’s reputation for excellence throughthoughtful touches and pristine environments.

COMPETENCIES

1. Guest Satisfaction

• Focuseson identifying and meeting customer's needs by paying attention to theirpreferences and makes sure customers have a memorable experience.
• Takescustomers’ interests and complaints seriously.
• Deliversprompt, efficient and personalised service; shows empathy and understanding forcustomers’ views and attitudes.
• Usesproactive approach in maintaining relationships with customers by recognition,use of name, polite conversations.

2. Guest Experience Quality

• Proactively seeks customers’ feedback with intentionto improve service.
• Reflects on service in their own area ofresponsibility, reports service flaws to the manager on duty, suggests serviceimprovements and ideas.
• Attendsservice trainings and other trainings intended to improve service.
• Ensuresprofessional, high quality work standards are met.
• Usesfeedback constructively to learn and improve.

3. Attitude and Motivation

• Has apositive, collaborative, solutions-oriented attitude.
• Has anability to motivate oneself and seeks for support by the manager, colleague, orother supportive relationship on occasions when that ability is diminished.
• Seeksfor advice or different perspective in order to manage situations outside oftheir immediate control.

4. Time Keeping and Attendance

• Demonstratespunctuality and good time management by observing agreed start and end timesand lunch breaks.
• Offersflexibility when business needs require rota changes.
• Givessufficient notice for sickness and other absences, and lateness.
• Arrivesto work earlier to change and / or prepare to start their duties at agreedtime.

5. Appearance

• Familiarisesthemselves with grooming policy and presents themselves at work appropriately.
• Followsthe dress code and makes every effort to keep high personal hygiene standards.

6. Personal & Professional Development

• Completesall trainings assigned by the company and their manager, makes an effort to improve based on feedback gathered during annual reviews, probation assessment,and check-in conversations with the manager.
• Proactivelyseeks feedback and takes it as an opportunity to learn; identifiesopportunities to improve via training interventions, leads their owndevelopment plan when one is present.

7. Communication

• Communicateseloquently with guests, team members and stakeholders.
• Encourages communication throughout theorganisation.
• Sharesinformation with others clearly and respectfully.
• Listensto others sympathetically and takes feelings and views into consideration.
• Communicatesawareness of strengths and weaknesses and admits to mistakes.
• Maintainsrelationships with people at all levels in the organisation; gives improvementfeedback when appropriate.

8. Integrity

• Actsconsistently in accordance with their own values and those of company:belonging, sensitivity, wellbeing, changemaking, sustainability.
• Modelshigh standards of behaviour for others through one's own actions; maintainsconfidentiality and upholds agreements made with others.
• Ableto relate to people from different cultures; maintains a balance between workand personal life so neither affects the other negatively.

9. Interpersonal Skills and Teamwork

• Understandsand appreciates diverse cultural nuances.
• Triesto adjust to different cultures and ways of working.
• Behavespolitely and respectfully and is able to work efficiently in a team.
• Quicklybuilds rapport with others.
• Supportcolleagues and managers through challenging periods.
• Showstolerance and consideration for others' viewpoints.
• Respectspeople from other cultural backgrounds and takes care to employ curiosity andcourtesy in ambiguous situations.

10. Motivating And Influencing Others

• Createsa climate of teamwork by encouraging harmony, co-operation and communication.
• Cares forothers’ well-being; inspires a positive attitude to work among colleagues.

11. Orientation Towards Solutions

• Takesownership of finding the best solution for the challenge in their area ofresponsibilities.
• Considersdifferent approaches to finding solutions.
• Consultstheir manager or a specialist to ensure solution has a positive impact.
• Sharesthe learning with the team and their manager and communicates effectively toensure future problems of the same nature are prevented.
• Observestheir workflow and suggests improvements and ideas.
• Uses technologyeffectively to increase effectiveness and quality of their work.

12. Adaptability

• Showsawareness for one's own strengths and weaknesses.
• Willingto adjust to uncertain conditions.
• Acceptsnew ideas and supports change initiatives.
• Opento new information and willing to learn new techniques.
• Maintainsstable performance in changing circumstances.

13. Decision Making

• Contributesto decision making by providing accurate and sufficient information.
• Makestheir own decisions quickly and with respect to guests and colleagues.
• Makes rationaljudgements on the basis of all available information.

14. Time And Task Management

• Managestime effectively.
• Completestasks on time.
• Structureswork activities in an efficient way.
• Respectsand follows company policies.
• Shows organisationalcommitment.
• Ensuressafety at the workplace.

15. Adherence to Policies & Procedures

• Adheres to and communicates the company policies andprocedures to team members, and role-models adherence to set a positiveexample.
• Applies a consistent and fair approach whenactioning policy and procedures to ensure credibility in delivery andefficiency across the organisation.
• Identifies potential risks in the hotel and bringsto manager’s attention.

16. Adherence to Employee Handbook

• Demonstrates consistent adherence to EmployeeHandbook to help employee culture and build trust and credibility with peersand management team.

KEY RESPONSIBILIES

• Greet hotel guestswith a warm welcome and smile.
• Thoroughly clean and sanitize all public areas,including lobbies, corridors, restrooms, elevators, stairwells, and meetingrooms.
• Polish and clean surfaces, including mirrors,windows, and floors, ensuring they are free of dust, smudges, and fingerprints.
• Vacuum carpets, sweep and mop floors, andmaintain cleanliness of marble, wood, and other specialized surfaces.
• Ensure all furniture, fixtures, and equipmentare in excellent condition and report any maintenance issues promptly.
• Provide courteous and professional service toguests, responding to inquiries with helpful and positive communication.
• Ensure guest requests related to public areacleanliness are addressed promptly and effectively.
• Maintain sufficient stock of cleaning supplies,toiletries, and other necessary items in public areas.
• Refill and replace bathroom amenities such assoap, towels, and tissue as needed.
• Conduct regular inspections of public areas toensure they meet the hotel’s high standards of cleanliness and presentation.
• Report any maintenance issues, damages, orsafety hazards immediately to the appropriate department.
• Keep a record of cleaning activities and reportany unusual occurrences to the housekeeping supervisor.
• Follow all health and safety regulations andguidelines, including the proper handling and disposal of waste.
• Use cleaning chemicals safely and effectively,in accordance with hotel protocols and training.
• Ensure that all cleaning equipment ismaintained and used in a safe and efficient manner.
• Assist with deep cleaning projects and otherspecial tasks as assigned by the housekeeping supervisor.
• Participate in hotel-wide cleaning initiatives,such as pre-arrival or post-event preparations.
• Any lost property found in the public areas must behanded in to the supervisor.
• Participate in regular training sessions tostay updated on hotel standards and best practices in hygiene and safety.
• Work closely with the housekeeping team andother hotel departments to coordinate efforts and provide seamless service.

This job description setsout the main responsibilities related to the role at Montcalm Collection. It isnot intended to be exhaustive, and duties may be varied from time to time asrequired by management to meet the needs of the business.

SKILLS& QUALIFICATIONS

• Strongattention to detail and a commitment to maintaining the highest standards ofcleanliness.
• Dedication to providing an exceptional guestexperience.
• Excellent communication and interpersonalskills.
• Flexibility to adapt to changing guest needs andpreferences.
• Knowledge of cleaning products, techniques, andhealth & safety standards.
• Previous experience as a Public Area Attendantor in a similar role within a luxury hotel or hospitality environment ispreferred.

WORKINGCONDITIONS

• Flexibility to work shifts, including weekends,holidays, and evenings, as required.
• Ability to work in a fast-paced, high-pressureenvironment.
• Physical stamina to perform repetitive tasks andlift/move heavy objects.
• Must be able to lift up to 25 pounds and performphysical tasks related to housekeeping duties.

Compensation: Competitive salary

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