Housekeeper

The Housekeeper plays a vital role in creating a safe, welcoming and dignified environment for families staying at the House. As a visible and reassuring presence, they help maintain high standards that support comfort and wellbeing during an often highly stressful time. Housekeepers also contribute to the wider life of the House by supporting volunteers, events and front‑of‑house activity as needed.

Key Responsibilities

• Maintain high standards of cleanliness, hygiene and presentation across family rooms, bathrooms, kitchens, lounges, dining areas and communal spaces.
• Prepare rooms to a consistently high standard, ensuring comfort, dignity and readiness for families.
• Champion House standards throughout the day, taking pride in how the House looks and feels.
• Apply professional judgement to maintain standards consistently and raise concerns promptly when expectations are not being met.

2. Family Interaction & Experience

• Engage with families in a warm, respectful and compassionate manner, recognising that Housekeepers are often one of the first staff members families interact with each day.
• Provide a consistent and familiar presence, contributing to feelings of safety, reassurance and care.
• Respond to family queries regarding room standards, comfort and the House environment, resolving issues where possible or escalating appropriately.
• Maintain awareness of families’ needs while respecting privacy and professional boundaries.

3. Safeguarding Awareness & Professional Conduct

• Maintain awareness of safeguarding principles and follow House procedures at all times.
• Observe changes in the House environment or family presentation that may indicate additional support is needed and share concerns appropriately with the wider team.
• Maintain confidentiality and handle sensitive information with discretion.
• Contribute to a safe, respectful and inclusive environment for all families.

4. Operational Support, Volunteers & Events

• Work collaboratively with volunteers, supporting them to carry out their roles effectively and reinforcing House standards and expectations.
• Support in‑House events and activities, including preparation, set‑up and maintaining a welcoming environment for families.
• Provide cover at reception where required, acting as a welcoming first point of contact and signposting queries appropriately.
• Work closely with Family Services Assistants, Deputies and other team members to support smooth daily operations.

5. Health, Safety & Compliance

• Follow health and safety procedures and ensure safe use of cleaning equipment and materials.
• Store cleaning products securely and in line with COSHH requirements.
• Support fire safety, infection control and emergency procedures as required.
• Report maintenance, safety or environmental concerns promptly.

What Success Looks Like

• Families consistently experience a clean, calm and welcoming environment that supports comfort, dignity and wellbeing.
• House standards are maintained consistently, with issues resolved or escalated appropriately.
• The Housekeeping function contributes positively to the wider House culture and daily operation.

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