BUSINESS CONTEXT – EDITION
EDITION is the industry’s first truly global lifestyle hotel brand that successfully combines a personal, intimate and unique hospitality experience on a global scale. Developed in collaboration with Ian Schrager and Marriott Intl., EDITION combines outstanding innovation and design with the highest levels of service execution. It achieves this goal by bringing great personal, friendly, modern service as well as outstanding, one-of-a-kind food, beverage and entertainment offerings... “all under one roof”.
EDITION responds to new emerging cultural and social imperatives. It reflects these changing lifestyles and caters to a vast underserved market of guests expecting and in turn demanding a unique experience, not merely a place to sleep. Each hotel is rare in its individuality, authenticity, originality and unique ethos that reflects the best of the cultural and social milieu of its location and of the time.
EDITION is about an attitude and the way it makes you feel rather than the way it looks. The attitude comes alive to guests via their senses. The brand has unique language, modern visual appeal, music and scent.
CORE WORK ACTIVITIES
Safety and Security
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines. • Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Complete appropriate safety training and certifications to perform work tasks. Policies and Procedures
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested.
• Address guests' service needs in a professional, positive, and timely manner. • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Assist other employees to ensure proper coverage and prompt guest service. • Thank guests with genuine appreciation and provide a fond farewell.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language. • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information. • Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Attends all pertinent meetings (e.g., Staff, Forecast, Pre-Cons, Department).
Ensures knowledge and understanding of OSHA regulations are up to date.
Oversees all lost and found procedures.
Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.
Inventories stock to ensure adequate supplies.
Ensures guest room status is communicated to the Front Desk in a timely and efficient manner. Works effectively with the Engineering department on guest room maintenance needs. Understands and complies with loss prevention policies and procedures.
Ensures all employees have proper supplies, equipment and uniforms.
Supervises daily shift operations and ensures compliance with all housekeeping policies, standards and procedures.
Assists in supervising an effective inspection program for all guestrooms and public space. Manages linen inventory and guest supplies and assists in the ordering of supplies as necessary. Supervises Housekeeping and all related areas in the absence of the Director of Services or Housekeeping Manager.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently. • Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.
Working with Others
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
• Comply with quality assurance expectations and standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
• Enter and locate work-related information using computers and/or point of sale systems.
• Identify and report preventative or other maintenance issues in public areas or guest rooms. • Contact Engineering, At Your Service (AYS, or Housekeeping office directly for urgent repairs. • Respond promptly to requests from guests, Front Desk, or At Your Service requests. • Identify room assignments and type of cleaning required for each room based on codes listed on assignment sheets/workboards.
• Complete required Housekeeping paperwork, including reports, worksheets, activity logs, and checklists.
• Document and report outstanding issues that need to be handled to the manager/supervisor after shift is complete.
• Use checklists to ensure that cleanliness and condition of each assigned area meets designated standards.
• Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OSHA regulations and corporate standards. • Complete incident reports for any incidents or accidents that occur during shift.
Guest Rooms, Villas, and Suites
• Enter guest rooms following procedures for gaining access, such as knocking three times, saying “Housekeeping,” and ensuring vacancy before entering.
• Report missing hotel/resort property and damages to room to manager/supervisor.
Housekeeping Quality Control
• Inspect guest rooms after being cleaned by Housekeeper to ensure quality standards are met. • Inspect public areas/bathrooms, restaurants, fitness center, pool area, offices, and service areas after being cleaned by Housekeeper to ensure quality standards are met.
• Verify room status listed on report, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms.
• Check and resolve issues with discrepant rooms with the Front Desk (e.g., guest was scheduled to check-out but bags were found in the room).
• Assist Housekeeping management in managing daily activities of Housekeeping and Laundry. • Communicate additions or changes to the assignment sheets to Housekeeping staff as they arise throughout the shift.
• Run reports to determine how many rooms are sold for each day, including the number of arrivals, departures, and vacant ready rooms.
• Prepare and distribute assignment sheets/work boards to Housekeeping staff. • Close out house at the end of shift to ensure assigned rooms were cleaned, and communicate issues to the next shift.
• Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. • Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards. • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit. • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
o Cleaning Materials, Equipment, and Techniques - Knowledge of use, handling, storage, and disposal of cleaning chemicals and equipment (including Material Safety Data Sheet requirements), and use of personal protective equipment.
o Housekeeping Tracking and Inventory - Knowledge of inventory and purchasing policies, procedures, and best practices. This includes the ability to track and maintain inventory, order and track receivables and payments, set up and maintain inventory systems or logs, and basic cart care.
o General Housekeeping - Knowledge of procedures, policies and techniques for cleaning all public areas, trash handling and removal, room item replenishment and placement, treatment of room damage and stain removal, use of cleaning supplies, floor care and maintenance, general housekeeping codes, cart care, spa linen, uniform control, inventory
management, room status change systems and opening and closing of the house. Ability to use general housekeeping codes to indicate room readiness.
o EIWO (Everything In Working Order) - The ability to inspect and identify guest room components (e.g., light bulbs, remote control, air conditioning units, toilets, appliances, vacuums) for functional deficiencies. This includes reporting procedures.
o General Laundry - Knowledge of proper processing of various types of textiles, fabrics and colors, including techniques stain removal, dry cleaning, washing and drying of terry, F&B linens, and bed sheets. Linen quality control, to include discards, ragging, etc.
o Environmental Sustainability – Knowledge of products and procedures that reduce, recycle or reuse natural resources such as bed linen and towel re-use programs. o Security/Loss Prevention - Knowledge of the procedures and techniques for property surveillance, property locks and keys, emergency situations, and legally defensible incident, accident, and injury investigations.
o Public Safety - Knowledge of processes and procedures to ensure public health and safety in regards to Norovirus and Bloodborne pathogens and pest elimination (i.e. bed bugs, ants, etc.).
o Preventative Maintenance - Knowledge of general cleaning programs and policies to extend the life of materials and areas. For example, knowledge of carpet, tile, and floor care including daily cleaning, heavy extraction, and interim cleaning.
o Purchasing and Materials Management - Knowledge of practices and procedures needed to maintain material, equipment and supplies; including vendor identification and contract negotiation, supply requisition and purchasing, and inventory control.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
o Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
o Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
o Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
o Writing - Communicates effectively in writing as appropriate for the needs of the audience.
The Madrid EDITION
The Madrid EDITION will showcase 200 beautifully appointed guest rooms and suites, some with terraces and five unique food and beverage outlets including a signature restaurant, cocktail bar, Sky Bar and rooftop terrace, together with an outdoor pool, state-of-the-art fitness center and spa. Flexible studios with over 350sqm of dedicated space will host creative meetings and events for large or small groups.
Set in a tranquil square surrounded by historic buildings, The Madrid EDITION is near Puerta de Sol in the heart of the Spanish capital, one of the city’s most famous sites, and within walking distance to The Golden Triangle of Art – three of the most important art museums in Madrid.