About the role
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ESSENTIAL FUNCTIONS
Staterooms (Daily)
• Must be able to provide efficient cleaning and service for up to 22+ guest staterooms/suites, or 28 Studio rooms, or a combination thereof, in his/her section as outlined in the essential functions. Considering the room categories, section assignments will require 1 or 2 services a day.
• Change bed linens on either “changing day” or as needed. Ensures all linen is fresh, clean and in good condition.
• Remake beds and replace furniture to original locale.
• Inspects (for damaged or soiled), removes, and/or replaces all printed items as needed, room service booklet, signage, laundry bags with order form, breakfast door menus, permanent collateral, tent cards, etc.
• Dusts the entire room, or as needed, including the dusting or polishing of electrical units and loose furniture.
• Vacuums the entire room or as needed.
• Cleans mirrors, chrome, glass, windows, window ledges, and other shining surfaces.
• Collects all stray dishware and removes them if not needed.
• Restocks, resets, or removes any amenities as needed. In Balcony Class rooms, pays special attention to refilling the coffee and coffee amenities if a coffee set up was requested.
• Collects all trash and removes it from the room. Clean and sanitizes the trash bins.
• Folds or stows any guest luggage, shoes, clothing, or possessions.
• Spot checks walls for marks.
• Spot checks carpet.
• Ensures the room smells properly. Uses air freshener daily or an atomizer to eliminate “odors”.
• If ice was requested, it should be refilled during the makeup room process.
. Spot carpets, walls, and stateroom doors as needed (Paying special attention to these areas on high traffic days, especially embarkation and disembarkation).
. Polishes stainless steel panels, keeping them free of handprints and smudges.
. Sanitize handrails and door handles in the start of each shift or as directed by Executive Housekeeper.
Staterooms (Weekly)
. Heavy cleaning of each stateroom. This includes:
. Dusting
. Underneath beds
. Sofa cushions
. Washing of light shades
. Cleaning of bulbs
. Washing walls
. Moving furniture
. Vacuuming carpets
. Washing air vents
. Picture frames
. Embarkation/Disembarkation day: Cleans and sanitizes all drawers, closets, and shelves.
Hallways (Weekly)
. Cleans ceilings and alleyways, fire doors, ventilation and exhaust ducts.
Bathrooms (Embark/Debark day)
. Completely sanitizes entire bathroom: This includes all surfaces inside and outside.
. Mirrors
. Chrome
. Holders/dispensers
. Vanity shelves
. Shelving in medicine cabinet
. Walls
. Floors
. Shower curtains/shower doors
. Air vents
. Drains
. Toilets
. Removal of all trash from staterooms and observes garbage separation procedures (at source)
• Removal of dishes/amenity deliveries to pantry box.
Supply Trolley
• Neat and tidy at all times.
• Stocked and ready for use.
• Chemical caddy is stocked, items are properly labeled, and the caddy is never left unattended.
• Ensures only NCL-issued chemicals and cleaning materials are used and that proper dilution of chemicals is followed.
• Trolley must never be parked on the handrail side of the hallway.
• Wheel locks must be used.
• Thoroughly cleans the supply trolley once a week.
Linen & Cleaning Lockers
• Ensures locker is kept clean, neat, organized, and follows the 5s concept. All shelves to be labeled properly.
• At the end of a shift, keeps clean & clear of unwanted items.
• Ensures preset par level of stock is maintained.
• Stocked and ready for use.
• Trolley properly stowed at the end of each shift.
• Responsible for requesting linen and towels from the Main Laundry.
• Ensures all cleaning equipment is cleaned at the end of every shift.
Special Duties
• Assists with cocktail parties, luggage handling to/from staterooms, embarkation duties, stateroom deliveries, ice upon request, and coffee upon request for Balcony Class staterooms, and prompt laundry service as needed.
• Through the daily servicing of staterooms, provides frequent contact and service to guests in a warm, friendly and polite manner at all times and under all circumstances.
• Handles guest complaints and strives for early guest recovery.
• May be assigned to other job-related tasks by his/her supervisor.
• Split shifts maybe assigned to handle guest requests during hours after Make Up Service has been completed.
• Stewards assigned to evening shifts will provide service after Make Up Service has been completed, such as turning down sofa beds and upper berths, and delivering guest requests, etc.
• Checks the closed safes every disembarkation day upon arrival and reports to Supervisor.
• Checks lost & found items every disembarkation day and reports to the Supervisor.
• Deliver guest requests. (Service must be provided within 15 minutes if possible, or guest must be informed of any delay in service.)
• Reports guest complaints and comments and the action taken to rectify the problem.
• Ensures proper control and maintenance of Company property.
• Controls costs by reducing waste.
• Provide assistance during collection and deliveries of luggage from/to the staterooms.
• Ensures all linens are sorted by terry, sheets, pillowcases, and “other.” Items are to be taken to the laundry in a timely manner.
• Places all stained linen and towels are separated and put in a dedicated bag and taken to the laundry and placed in designated area for stained linen as per policy.
• Ensures guest laundry is taken to and picked up from the “dry cleaners” promptly. Freshly pressed items are returned in a timely manner and correctly stored.
• Ensures the proper number and sizes of life jackets needed by the guests are readily available in the stateroom. (This may vary according to the ship policy if they are available in the rooms.)
• Ensures all trash is sorted (at source) and disposed of properly.
• Responsible for keeping informed of all activities and locations throughout the ship in order to answer guest inquiries promptly and accurately.
• Maintains the highest standards of cleanliness in all guest staterooms and surrounding areas, proper management system sorting (at source), entry to guest staterooms and reports any suspicious activity.
• Maintains the trolley, hallway, locker and pantry areas at all times in accordance with Public Health and SMS rules and regulations.
• Performs other related duties as assigned or as directed. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
• Must be familiar with the Safety and Environmental Protection Policy and the SMS and carry out the policies and procedures appropriate for his/her position.
QUALIFICATIONS, EDUCATION AND ATTRIBUTES
QUALIFICATIONS
• Two (2) years’ experience in a Hotel or related establishment is required; or two (2) years’ experience in hotel-related positions on board ships is required.
• Intermediate to Advanced level English verbal and writing skills, including the proper use of English grammar is required.
EDUCATION
- High School Diploma or Foreign Equivalent is required.
ATTRIBUTES
- Customer Service Oriented, Self-sufficient, Responsible and Well Organized
- Passionate about hospitality and customer service driven
- Must have a professional appearance and good hygiene
- Respect for all co-workers and guests
- Pride in your work by creating positive energy, excitement and fun
- Able to work 7 days a week
- Demonstrate positive behaviors, smiling, being polite and courteous
- Able to develop a camaraderie with team members
- Ability to live in close quarters, share limited space with other cabin-mates
PHYSICAL REQUIREMENTS
NCL America
The U.S. Coast Guard (USCG) requires all crew members employed with NCL America aboard the Pride of Americ