Job Description
The Room Attendant is responsible for maintaining cleanliness and orderliness in guest rooms and public areas of the hotel. They ensure a comfortable and pleasant stay for guests by providing high-quality housekeeping services.
Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)
1. Room Cleaning and Maintenance
KRA: Ensure all guest rooms are cleaned and maintained to the highest standards.
Short Description: Maintain cleanliness and orderliness in guest rooms.
- Room Occupancy Rate
- Guest Satisfaction Score on Room Cleanliness
- Number of Room Complaints
- Adherence to Cleaning Checklist
2. Linen and Supplies Management
KRA: Manage linen and supplies efficiently to meet guest needs promptly.
Short Description: Ensure availability of clean linen and supplies.
- Linen Turnover Rate
- Supply Inventory Accuracy
- Timely Replenishment of Supplies
- Wastage Reduction
3. Report Maintenance Issues
KRA: Identify and report maintenance issues in guest rooms and public areas.
Short Description: Report and follow up on maintenance problems.
- Response Time to Maintenance Requests
- Accuracy of Issue Reporting
- Follow-up on Reported Issues
- Guest Feedback on Issue Resolution
4. Adherence to Safety and Security Protocols
KRA: Follow safety and security procedures to ensure guest and staff well-being.
Short Description: Maintain a safe and secure environment.
- Completion of Safety Training
- Incident Reports Filed
- Compliance with Security Policies
- Emergency Response Time
5. Communication and Collaboration
KRA: Communicate effectively with team members and other departments.
Short Description: Maintain clear communication channels.
- Teamwork Rating
- Feedback from Other Departments
- Clarity in Communication
- Resolution of Interdepartmental Issues
6. Time Management and Efficiency
KRA: Manage time effectively to complete tasks efficiently.
Short Description: Prioritize tasks and optimize workflow.
- Room Turnover Time
- Task Completion Rate
- Efficiency in Linen Changeovers
- Adherence to Shift Schedules
7. Guest Interaction and Service
KRA: Provide friendly and helpful service to guests when required.
Short Description: Maintain positive guest interactions.
- Guest Satisfaction Rating
- Feedback on Guest Interactions
- Number of Positive Reviews
- Resolution of Guest Concerns
8. Personal Grooming and Appearance
KRA: Maintain a professional appearance and grooming standards.
Short Description: Present a neat and professional image.
- Uniform Compliance
- Personal Hygiene Rating
- Feedback on Grooming Standards
- Appearance Related Complaints
9. Training and Development
KRA: Participate in training programs to enhance skills and knowledge.
Short Description: Engage in continuous learning and development.
- Training Completion Rate
- Skills Improvement Evaluation
- Implementation of Learned Techniques
- Knowledge Sharing with Team
10. Guest Privacy and Confidentiality
KRA: Respect guest privacy and maintain confidentiality of guest information.
Short Description: Uphold guest confidentiality and privacy.
- Compliance with Privacy Policies
- Guest Information Security Measures
- Confidentiality Breach Incidents
- Guest Trust and Confidence Level
Real-Time Example of KRA & KPI
Example: Room Cleaning and Maintenance
KRA: Ensuring all guest rooms are cleaned and maintained to the highest standards.
- KPI 1: Room Occupancy Rate increased by 10% due to improved cleanliness.
- KPI 2: Guest Satisfaction Score on Room Cleanliness improved from 3.5 to 4.5 out of 5.
- KPI 3: Number of Room Complaints decreased by 20% after implementing new cleaning procedures.
- KPI 4: Adherence to Cleaning Checklist maintained at 95% accuracy.
These KPIs led to higher guest satisfaction, increased occupancy rates, and reduced complaints, resulting in improved hotel performance and reputation.
Key Takeaways
- KRA defines what needs to be done, whereas KPI measures how well it is done.
- KPIs should always be SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
- Regular tracking and adjustments ensure success in the role of a Room Attendant.
Content in this structured format provides clear, concise, and measurable KPIs for effective performance evaluation in the Room Attendant role.
