Housekeeping Assistant in City of Westminster

BRAND INTRODUCTION

At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life.

Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark.

Each hotel has its own unique story, and within everyone, our team creates unforgettable experiences 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 celebrates individuality, nurtures potential, and upholds the very highest standards of the art of hospitality.

SCOPE & GENERAL PURPOSE

The purpose of this position is to maintain a high standard of cleanliness, comfort, and ambiance throughout the hotel.

By delivering consistent and thoughtful housekeeping services—including turndown preparation, room tidying, and guest interaction—the role enhances guest satisfaction and supports the hotel’s reputation for excellence.

It also plays a key part in upholding hygiene standards, operational efficiency, and environmental responsibility.

It includes performing evening turndown service, replenishing amenities, reporting maintenance issues, and contributing to the overall guest experience through attention to detail and professionalism.

The role also supports sustainability efforts and ensures compliance with health and safety regulations.

As a Housekeeper Assistant, you will play a vital role in delivering an exceptional guest experience through meticulous attention to detail and a commitment to cleanliness and comfort.

You will be responsible for preparing guest rooms for the evening, ensuring a serene and welcoming environment that reflects the hotel’s high standards.

This includes performing turndown service, replenishing amenities, and maintaining the overall cleanliness and presentation of rooms and public areas.

You will work closely with the housekeeping team and supervisors to ensure smooth daily operations, report maintenance issues, and uphold health and safety standards.

Your role also supports the hotel’s sustainability initiatives by using eco‑friendly products and practices.

Flexibility, physical stamina, and a passion for service excellence are key to success in this position.

• COMPETENCIES
• 1. Guest Satisfaction
• Focuses on identifying and meeting customer's needs by paying attention to their preferences and makes sure customers have a memorable experience.
• Takes customers’ interests and complaints seriously.
• Delivers prompt, efficient and personalised service; shows empathy and understanding for customers’ views and attitudes.
• Uses proactive approach in maintaining relationships with customers by recognition, use of name, polite conversations.
• 2. Guest Experience Quality
• Proactively seeks customers’ feedback with intention to improve service.
• Reflects on service in their own area of responsibility, reports service flaws to the manager on duty, suggests service improvements and ideas.
• Attends service trainings and other trainings intended to improve service.
• Ensures professional, high quality work standards are met.
• Uses feedback constructively to learn and improve.
• 3. Attitude And Motivation
• Has a positive, collaborative, solutions-oriented attitude.
• Has an ability to motivate oneself and seeks for support by the manager, colleague, or other supportive relationship on occasions when that ability is diminished.
• Seeks for advice or different perspective in order to manage situations outside of their immediate control.
• 4. Time Keeping and Attendance
• Demonstrates punctuality and good time management by observing agreed start and end times and lunch breaks.
• Offers flexibility when business needs require rota changes.
• Gives sufficient notice for sickness and other absences, and lateness.
• Arrives to work earlier to change and / or prepare to start their duties at agreed time.
• 5. Appearance
• Familiarises themselves with grooming policy and presents themselves at work appropriately.
• Follows the dress code and makes every effort to keep high personal hygiene standards.
• 6. Personal & Professional Development
• Completes all 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.
• Proactively seeks feedback and takes it as an opportunity to learn; identifies opportunities to improve via training interventions, leads their own development plan when one is present.
• 7. Communication
• Communicates eloquently with guests, team members and stakeholders.
• Encourages communication throughout the organisation.
• Shares information with others clearly and respectfully.
• Listens to others sympathetically and takes feelings and views into consideration.
• Communicates awareness of strengths and weaknesses and admits to mistakes.
• Maintains relationships with people at all levels in the organisation; gives improvement feedback when appropriate.
• 8. Integrity
• Acts consistently in accordance with their own values and those of company: belonging, sensitivity, wellbeing, changemaking, sustainability.
• Models high standards of behaviour for others through one's own actions; maintains confidentiality and upholds agreements made with others.
• Able to relate to people from different cultures; maintains a balance between work and personal life so neither affects the other negatively.
• 9. Interpersonal Skills and Teamwork
• Understands and appreciates diverse cultural nuances.
• Tries to adjust to different cultures and ways of working.
• Behaves politely and respectfully and is able to work efficiently in a team.
• Quickly builds rapport with others.
• Support colleagues and managers through challenging periods.
• Shows tolerance and consideration for others' viewpoints.
• Respects people from other cultural backgrounds and takes care to employ curiosity and courtesy in ambiguous situations.
• 10. Motivating And Influencing Others
• Creates a climate of teamwork by encouraging harmony, co‑operation and communication.
• Cares for others’ well‑being; inspires a positive attitude to work among colleagues.
• 11. Orientation Towards Solutions
• Takes ownership of finding the best solution for the challenge in their area of responsibilities,
• Considers different approaches to finding solutions.
• Consults their manager or a specialist to ensure solution has a positive impact.
• Shares the learning with the team and their manager and communicates effectively to ensure future problems of the same nature are prevented.
• Observes their workflow and suggests improvements and ideas.
• Uses technology effectively to increase effectiveness and quality of their work.
• 12. Adaptability
• Shows awareness for one's own strengths and weaknesses.
• Willing to adjust to uncertain conditions.
• Accepts new ideas and supports change initiatives.
• Open to new information and willing to learn new techniques.
• Maintains stable performance in changing circumstances.
• 13. Decision Making
• Contributes to decision making by providing accurate and sufficient information.
• Makes their own decisions quickly and with respect to guests and colleagues.
• Makes rational judgements on the basis of all available information.
• 14. Time and Task Management
• Manages time effectively.
• Completes tasks on time.
• Structures work activities in an efficient way.
• Respects and follows company policies.
• Shows organisational commitment.
• Ensures safety at the workplace.
• 15. Adherence to Policies & Procedures
• Adheres to and communicates the company policies and procedures to team members, and role‑models adherence to set a positive example.
• Applies a consistent and fair approach when actioning policy and procedures to ensure credibility in delivery and efficiency across the organisation.
• Identifies potential risks in the hotel and brings to manager’s attention.
• 16. Adherence to Employee Handbook
• Demonstrates consistent adherence to Employee Handbook to help employee culture and build trust and credibility with peers and management team.
• KEY RESPONSIBILIES
• Thoroughly clean and service guest rooms, suites, and public areas according to the hotel’s high standards.
• Perform evening turndown service in guest rooms, including the preparation of beds, arranging pillows, and providing fresh linens as necessary.
• Ensure all amenities are replenished (e. g., water, toiletries, chocolates, etc.).
• Undertake “Job of the Day” or spring cleans where necessary.
• Respect guest privacy and ensure the “Do Not Disturb” policy is adhered to.
• Participate in regular training sessions to stay updated on hotel standards and best practices in hygiene and safety.
• Communicate effectively with supervisors and peers to ensure smooth daily operations.
• Report any maintenance issues to Housekeeping Supervisor.
• Participate in the hotel’s sustainability initiatives by using eco‑friendly cleaning products and following waste reduction practices.
• Close curtains, dim lighting, and create a calm ambiance in each room.
• Tidy up rooms, including light dusting, straightening up furniture, and making sure all surfaces are clean.
• Respond promptly to any guest requests during turndown service and provide exceptional customer service.
• Report any maintenance issues or damage in guest rooms to the appropriate department.
• Maintain a high level of cleanliness and organization of housekeeping carts and storage areas.
• Adhere to all hotel policies and procedures, ensuring compliance with health and safety regulations.

This job description sets out the main responsibilities related to the role at Montcalm Collection.

It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business.

SKILLS & QUALIFICATIONS

• Strong attention to detail and a commitment to maintaining the highest standards of cleanliness.
• Dedication to providing an exceptional guest experience.
• Excellent communication and interpersonal skills.
• Flexibility to adapt to changing guest needs and preferences.
• Flexibility to work evenings, weekends, and holidays.
• Physical stamina to perform tasks such as bending, lifting, and moving furniture.
• Ability to work in a fast‑paced environment while maintaining high standards of service.
• Knowledge of cleaning products, techniques, and health & safety standards.
• Previous experience as a turn down attendant or in a similar role within a luxury hotel or hospitality environment is preferred.
• WORKING CONDITIONS
• Flexibility to work shifts, including weekends, holidays, and evenings, as required.
• Ability to work in a fast‑paced, high‑pressure environment.
• Physical stamina to perform repetitive tasks and lift/move heavy objects.
• Must be able to lift up to 25 pounds and perform physical tasks related to housekeeping duties.

Compensation: Competitive salary

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