Room Attendants are one of the best-known positions in the hotel industry. In a way, they are responsible for maintaining the good reputation of the hotel where they work by providing high-quality service and upholding impeccable room standards.
A Room Attendant’s main responsibilities include cleaning and servicing rooms and public areas in hotels and other lodging establishments, as well as assisting guests with any requests or special inquiries they may have. They must remain polite and friendly at all times, always adhering to the high standards of customer service established by the hotel’s policies.
In most hotels, Room Attendants work in the Housekeeping department which is usually comprised of a team of Room Attendants, maintenance personnel, floor supervisors, activity coordinators, and a departmental manager.
Here’s a non-exhaustive list of common tasks Room Attendants are required to complete.
- Cleaning the assigned guest rooms and other areas of the hotel (e.g. elevators and lobbies):
- Cleaning floors, walls, and windows, as well as furniture and carpets;
- knocking the door before entering the room and cleaning it only when allowed or when it is completely empty;
- tidying up the rooms for the guests, including making beds and providing clean sheets, towels, and toiletries;
- providing guests with extra amenities when requested;
- keeping stock of linen and towels in the designated areas; cleaning and disinfecting bathrooms and room kitchens;
- disposing of garbage in the designated areas;
- performing deep cleaning tasks when necessary;
- maintaining proper usage of cleaning supplies and equipment; and
- updating and recording all cleaned rooms, informing supervisors or Hotel Managers of any problem or irregular situation, if any.
- Performing guest turndown service when requested.
- Collecting lost and found items, and notifying supervisors in order to return them to the guests in a timely manner.
- Assessing and answering to guests and customers’ questions and inquiries, when necessary.
- Ensuring maximum customer satisfaction of V.I.P. guests by responding to their requests in a timely, welcoming, and efficient manner.
- Supporting and assisting the laundry team:
- Delivering the guests’ laundry to the team and returning them after they’ve been cleaned.
- Complying with the hotels’ best practices and policies, as well as following any applicable sanitation or safety standard.
- Cleaning guest bedrooms and bathrooms.
- Vacuuming assigned rooms and corridors.
- Replacing bed linen and towels and refilling guest amenities when required, following the hotel’s best practices and policies.
- Undertaking regular deep cleaning tasks.
- Restocking and maintaining the supply cart.
- Signing master keys in and out.
The average Room Attendant salary in USA is $22,931 per year or $12 per hour. This is around 0.8 times less than the Median wage of the country. Entry level positions start at $16,000 while most experienced workers make up to $32,000. These results are based on 554 salaries extracted from job descriptions.
- Interpersonal and communication skills:
- Communicating clearly in order to get the message across to guests and members of other departments;
- having a positive, calm, and courteous attitude at all times;
- speaking a second language, as some clients may come from different countries; and
- being able to focus attention on guest needs, delivering high levels of customer service.
- Organizational and time management skills:
- Having strong multitasking skills; being able to work in a dynamic, fast-paced environment; and
- being organized and having excellent attention to detail.
- Ability to work independently, as well as cohesively as part of a team.
- Highly responsible and reliable.
- Committed to providing an excellent service and exceed guests' expectations.
- High levels of honesty, discretion, and integrity:
- Properly handling and looking after guests’ belongings.
Room Attendants are a crucial part of the staff of the hotel. Their job directly reflects the quality standards of the hotel and it is for this reason that they receive special in-house training that covers all the essential aspects of their work, from how to properly do beds, fold sheets, and the correct use of cleaning equipment, to ways to perform their tasks in the most time-efficient manner. They also receive instruction in quality customer service, they learn how to address guests in a courteous manner, and to always find a way to assist them with any inquiry they may have. Even though applicants receive on-the-job training, it is common to hire people who have previous experience working as Housekeepers in family residences or in public institutions. Moreover, although not obligatory, most employers prefer to hire people with a high school diploma or any equivalent.
Some of the qualities that most employers look in Room Attendants are honesty, integrity, and discretion. Since a big part of their job involves cleaning rooms that haven’t yet been vacated, they are often in contact with guest’s personal objects and possessions. Room Attendants may come by all sorts of objects in a guest’s room, they are expected to clean the room and leave all personal belongings untouched.
Room Attendants are required to be in excellent physical condition due to the fact that they need to stand and walk for long periods of time and need to be able to lift and/or carry up to 30 lbs as well as kneel, push, and pull furniture around.
Housekeeping is one of the departments that works around the clock. Room Attendants usually work on rotating shifts during different times of the day. It is not uncommon for them to work during night hours, weekends, and even national holidays. However, there’s also room for professional growth and career progression in this field. Many hotels divide their Room Attendants into groups that take care of specific floors of the building under a floor supervisor. There’s also Housekeeping Coordinators in the main office of the department in charge of liaising activities with other areas of the hotel to attend special requests from guests that covers more than one department.