Housekeeping Clerk Role and Responsibilities Job Description

The Housekeeping Clerk, also known as a Housekeeping Officer, is the central administrative and communication hub for the housekeeping department. This role is responsible for attending to all requests received via telephone, housekeeping mobile applications, email, hotel software traces, and other channels. They must accept, record, and ensure the proper follow-up of all guest requests.

To succeed in this role, it is essential to have strong attention to detail and the ability to work independently. Good communication skills are critical, as the clerk must coordinate with other staff members and report maintenance issues. They must be able to communicate effectively, both verbally and in writing, with all levels of employees and guests in an attentive, friendly, polite, and service-oriented manner.

Duties and Responsibilities

The responsibilities of a Housekeeping Clerk are focused on communication, coordination, and administration.

Communication & Guest Request Handling

- Answer all telephone calls immediately and politely.
- Ensure all guest requests are immediately followed up on and channeled to the correct personnel.
- Handle all aspects of the lost and found procedure, including logging items, securing them, and documenting claims.
- Log all on-loan items, ensuring guests sign for any items borrowed from housekeeping.
- Maintain good telephone etiquette at all times.

Administrative & Reporting

- Prepare a daily attendance report for the department.
- Prepare a list of lost or damaged items.
- Prepare a list of VIP amenity requirements.
- Prepare the minibar consumption list for billing.
- Post minibar and laundry charges to their respective guest folios.
- Prepare monthly sales reports for minibar, laundry, dry cleaning, and other services.
- Prepare monthly amenity consumption reports.

Coordination & System Management

- Maintain close coordination with other departments (especially Front Office and Engineering).
- Check all keys and all forms daily.
- Maintain routine updates to the hotel software, especially in-room status changes, to facilitate the Front Office in the sale of their rooms.
- Prepare the room discrepancy list for the Front Office.
- Receive maintenance calls, fill in maintenance orders, forward them to the Engineering Department, and follow up on unfinished orders.
- Assume other tasks as assigned by the supervisor from time to time.

Position Details and Qualifications

Position Title: Housekeeping Clerk / Officer

Reports to: Housekeeping Floor Supervisor

Prerequisites

- A service-oriented and pleasant personality.
- Good health, with a neat and pleasant appearance.
- Proficiency in computer programs such as MS Word and Excel.
- Work experience in popular hotel software (e.g., Opera, Fidelio) is an additional benefit.

Education

High School diploma or a Diploma or Bachelor’s degree in Hotel Administration or Hotel Management.

Experience

Two to three years of experience in a related position.

Sample Interview Questions

When interviewing for this position, it is important to assess organizational skills, attention to detail, and the ability to manage administrative tasks.

- Can you discuss your previous experience in an administrative or clerical role, especially in a housekeeping or hospitality setting?
- How do you handle scheduling and coordinating housekeeping tasks, including room assignments and special requests?

What software or tools are you proficient in for handling administrative tasks, such as scheduling or document management?

- How do you ensure accurate and current records of housekeeping activities, including room status, maintenance issues, and inventory levels?
- Can you share examples of how you handle communication between the housekeeping department and other departments?
- How do you assist in managing housekeeping inventory and supplies, and what steps do you take to prevent shortages or overstocking?
- What steps do you take to ensure confidentiality and handle sensitive information, such as employee records or guest requests?

Salary Details

Salaries for Housekeeping Clerks can vary based on factors such as experience, location, and the size of the establishment. In January 2023, the salary range for this position in the United States was around $30,000 to $45,000 per year.

However, salary figures may have changed, so it is advisable to consult with the latest industry salary surveys or HR professionals for the most current information in your region or specific industry. Keep in mind that salaries can also vary depending on the responsibilities and specific requirements of the position.