japan - japanese speaking stateroom steward/ess

PURPOSE OF POSITION

• The Stateroom Steward/ess provides Guests with a professional, personalized housekeeping service at all times. This includes, but is not limited to, maintaining high standards and consistency of cleanliness of the Guest staterooms while providing our Guests with outstanding customer service.
• It is your responsibility to create a friendly, guest-oriented service culture to ensure Guest satisfaction and repeat business, which in turn, will increase revenue and profitability of the company.

YOUR RESPONSIBILITIES

• Twice daily cleaning of 15 – 20 staterooms, which includes making beds, vacuuming & dusting, cleaning of stateroom verandas, bathrooms, toilets, windows & mirrors, replenishing linens, towels and room amenities.
• Be familiar with all aspects of the stateroom and prepared to assist and guide the Assistant Stateroom Steward.
• Ensure the general maintenance of staterooms and report all deficiencies for repair and maintenance using the Shipboard Reporting Systems; replace Stateroom glassware & coffee machines.
• Ensure the confidentiality & security of all Guest staterooms and be competent in handling Guests complaints.
• Make ice deliveries and provide a laundry pick-up & delivery and shoeshine service for Guests.
• Correctly handle cleaning products, materials and housekeeping equipment, separate & remove garbage and place it in designated containers; clean garbage as often as needed, ensuring that separation procedures and all Public Health Standards are maintained.
• Participate in luggage duty on embarkation & disembarkation day.
• Participate in “The Daily Reunion” every day to understand your team’s operational needs and to ensure consistent adherence to Viking’s STAR Service Standards.
• Provide the highest level of comfort and service to Guests and consistently maintain an impeccable standard of cleanliness and hygiene in assigned areas, as per Viking’s STAR Service Standards and all Public Health Policies; proactively prepare service according to Guest flow, embarkation & disembarkation, sea day activities & other activities.
• Ensure you always wear the appropriate and task specific Personal Protective Equipment (PPE) as required for your duties onboard. Always use correct lifting techniques to prevent injuries.
• Uphold impeccable grooming standards at all times by complying with Viking’s Image and Uniform Standards.
• Ensure that company property is appropriately secured and protected, especially during rough weather conditions, in order to prevent unnecessary loss or damage.
• Demonstrates outstanding flexibility: able to work at different times of the day, under pressure and reflect a positive can-do attitude and the best image of Viking at all times.
• Become knowledgeable about itinerary-related ports of call, shore excursions and shipboard activities such as events, entertainment and programs.
• Have strong motivation to achieve the company goals and objectives (quality and financial) for the Housekeeping Department.
• Have full knowledge about safety & security procedures and can operate in line with all Public Health, Environmental and Safety & Security Policies; participate in all training concerning onboard training, safety & security, fire prevention, evacuation exercises as required by the company.
• Manage the stateroom minibars during each cruise, as required by the Executive Housekeeper.
• Assist in other departments and/or perform additional duties, upon instruction from supervisors.

This document describes the primary activities, duties and responsibilities of this position. Your manager or supervisor may assign additional duties and responsibilities to you.

YOUR PROFILE

• Must have a minimum of two years’ experience as a Stateroom Steward/ess or similar position.
• Previous experience working in an operation with high standards of Guest services and cleanliness, such as premium brand ships, as well as previous cruise industry experience is required.
• Must have experience cleaning at least 15 – 20 rooms twice daily.
• Must be able to do extensive walking and stand on your feet for long periods of time; must be able to physically handle 50+ lbs.
• Must have solid Japanese and English communication skills to communicate effectively with native English-speaking guests.
• Guest-focused, service-oriented, positive personality, professional appearance and impeccable hygiene standards are required; must be able to deal with confidential information with competence and discretion.
• Must be able to work with various chemicals, hazardous materials, and cleaning tools
• Must have a proven and comprehensive knowledge of all Public Health and Sanitary Policies compliance.

GUIDELINES AND REGULATIONS

• Follow Standard Operating Procedures & STAR Service Standards.
• Ensure appropriate clothing and appearance according to Viking’s Image & Uniform Standards.
• The company reserves the right to change/extend this job description if necessary, at any point of time during his/her employment.

Position:                                             Stateroom Steward

Supervisor:                                         Assistant Chief Housekeeper

Gives instructions to:                       Assistant Stateroom Steward, if applicable

Receives instructions from:            Assistant Chief Housekeeper, Executive Housekeeper, & Hotel General Manager