Job description
Role Overview
Cluster Housekeeping Order Taker at Hilton. This role is based at a Hilton hotel property and is part of the housekeeping operations team.
Role Purpose
As a Cluster Housekeeping Order Taker, you receive, record, and process guest housekeeping requests while coordinating with Room Attendants, Housekeeping Supervisors, and other departments to ensure rooms are cleaned, inspected, and ready on time. You maintain accurate operational records and support guest satisfaction by monitoring service response times and ensuring all requests are resolved according to Hilton service standards.
Key Responsibilities
Guest Request Management
- Receive, record, and follow up on guest housekeeping requests promptly and professionally to ensure timely completion.
- Respond to guest requests courteously and monitor service response times.
- Ensure all requests are resolved according to Hilton service standards.
Housekeeping Coordination
- Communicate with Room Attendants, Housekeeping Supervisors, and other departments to ensure rooms are cleaned, inspected, and ready on time.
- Coordinate room status changes with Front Office and assign tasks to Housekeeping team members through the hotel operating system.
- Support the housekeeping team in delivering exceptional guest experiences.
Records & Systems Management
- Update the Property Management System with correct room statuses, guest requests, service orders, Lost and Found records, and operational reports.
- Maintain accurate records of all housekeeping operations.
- Verify laundry charges, minibar postings, and housekeeping records are accurately updated and maintained.
Operational Support
- Follow up on pending tasks, management comments, and service orders.
- Ensure operational accuracy across all recorded information.
Skills & Competencies
- Hospitality service orientation and commitment to guest satisfaction.
- Strong communication skills with internal teams and guests.
- Proficiency with Property Management Systems and hotel operating systems.
- Attention to detail and accuracy in record-keeping.
- Ability to prioritize and manage multiple requests simultaneously.
- Teamwork and coordination across departments.
Additional Information
Hilton core values for all team members: passion for spreading the light and warmth of Hospitality; Acting with Integrity and always doing the right thing; Inspiring others through Leadership; belief that Teamwork drives the best outcomes; sense of Ownership and accountability; focus on the Now, bringing urgency and discipline to every moment.