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JOB MODULE HOUSEKEEPING ORDER TAKER

The job description outlines the responsibilities of a Housekeeping Order Taker at InterContinental Hotels Group, focusing on providing excellent telephone service and maintaining hotel standards. Key responsibilities include managing guest requests, maintaining room status, and ensuring compliance with health and safety policies. The role emphasizes teamwork, customer focus, adaptability, and cultural awareness while adhering to the hotel's core values.

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6 views3 pages

JOB MODULE HOUSEKEEPING ORDER TAKER

The job description outlines the responsibilities of a Housekeeping Order Taker at InterContinental Hotels Group, focusing on providing excellent telephone service and maintaining hotel standards. Key responsibilities include managing guest requests, maintaining room status, and ensuring compliance with health and safety policies. The role emphasizes teamwork, customer focus, adaptability, and cultural awareness while adhering to the hotel's core values.

Uploaded by

panht120
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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JOB DESCRIPTION

JOB TITLE: Housekeeping Order Taker

AREA/DEPARTMENT: Rooms Division / Housekeeping

JOB BAND: 9

HOTEL LEVEL: I-V

REPORTS TO: Housekeeping Supervisor / Assistant Housekeeper / Executive


Housekeeper

POSITIONS SUPERVISED: Nil

JOB SCOPE: Provide a telephone service that meets the hotel’s presentation
standards. Promotes the desired work culture around the five
core values of Trust, Integrity, Respect, One Team and Service
of the InterContinental Hotels Group and the brand ethos

TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set
out in the Job Description to the required standards.

Signature: .…………………………………………………………………………………………

Date: ………………….

Copyright InterContinental Hotels Group


Last Updated: June 1, 2025

Page 1 of 3
Key Responsibilities
 Ensures forwarding and receiving of all information pertaining to the department in order to maintain set standards and
achieve guest satisfaction
 Receives, records, and distributes various reports
 Receives, records, and transmits guest requests accurately
 Responsible for entering accurate room status into computer daily and investigate discrepancies
 Maintains and update administrative data
 Maintains key control
 Monitors lost property
 Maintains working area and equipment in a proper state of cleanliness and repair
 Report guest complaints to Executive Housekeeper or delegate immediately
 Complies with hotel’s health, safety and hygiene policies and adheres to conduct personnel grooming and hygiene
standards
 Attends meetings and training sessions as required
 Is multi-skilled as a Room Attendant as well as other areas of Housekeeping
 Adheres to Housekeeping standards and procedures and enforces same
 Maintains good relations with Housekeeping staff and other interfacing departments, in particular Front Office and
Engineering

Occupational Health and Safety Responsibilities


 Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within
OH&S guidelines
 Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
 Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and
sensibly
 Initiate action to correct a hazardous situation and notify supervisors of potential dangers
 Log security incidents and accidents in accordance with hotel requirements

Key Competencies Key Tasks


Taking Responsibility  Strive for constant improvement and take responsibility for your own performance
 Adhere to InterContinental Hotel Group Corporate Code of Conduct
 Adhere to Hotel Handbook and general policies and procedures
 Adhere to Housekeeping Policies and Procedures
 Report problems to Management with suggestions for resolution

Understanding My Job  Clarifies own job responsibilities and looks for opportunities that will increase skills and
job knowledge
 Understands how their role fits with others and contributes to the success of business
 Understands the hotel’s facilities, products and services
 Provides information when requested and promotes hotel’s services, facilities and
special events
 Implements department procedures and policies as needed

Customer Focus  Build and maintain positive relationships with all internal customers and guests in order
to anticipate their needs.
 Anticipate guest needs, handle guest enquires, and solve problems
 Create a positive hotel image in every interaction with internal and external customers
 Adhere to hotel brand standards
 Maintain a high level of product and service knowledge in order to explain and sell
services and facilities to guests
 Assist guests and escort them to locations within the hotel at their request
 Maintain knowledge of special programs and events in the hotel in order to recognize
and respond to guests needs
 Maintain current Hotel information to be able to provide information to guests

Teamwork  Demonstrate co-operation and trust with colleagues, supervisors, teams and across
departments
 Communicate well to ensure effective shift hand-overs
Copyright InterContinental Hotels Group
Last Updated: June 1, 2025

Page 2 of 3
 Actively participate in organised meetings
 Interact with department and hotel staff in a professional and positive manner to foster
good rapport, promote team spirit and ensure effective two way communication

Adaptability  Be open to new ideas and make changes in the job and routine as required
 Work in line with business requirements
 Complete tasks as directed by Management

Developing Self  Develop/update skills and knowledge (internally or externally) to reflect changed
technology or changed work requirements
 Seek feedback on areas of shortfall
 Maximize opportunities for self development

Reliability  Ensure that your work quality meets the standards required and complete tasks in a
timely and thorough manner with minimum supervision
 Follow standards, policies and procedures
 Meet hotel attendance and grooming standards

Cultural Awareness  Work effectively with customers and colleagues from different viewpoints, cultures and
countries

Copyright InterContinental Hotels Group


Last Updated: June 1, 2025

Page 3 of 3

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