Room Attendant KRA/KPI

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.