Cabin Stewart

Standard Role Summary:

Responsible for the effective and efficient cleaning, presentation and sanitisation of passenger cabins and adjacent corridors.

Primary Responsibility of the Role:

Clean and sanitise cabins and adjacent corridors ensuring the highest levels of cleanliness.  Return room service trays to housekeeping pantries.  Interact with passengers on a daily basis ensuring any questions or queries are dealt with quickly and effectively, enhancing the passenger experience.  Collect and return all passenger laundry and dry cleaning and ensure all newspapers, daily programmes and passenger mail is delivered as required.  Separate discards ensuring they are taken out of service and empty waste bins, separating the waste in accordance with company policy.

Collect and distribute linen, towels and bathrobes from the main laundry and ensure cabins are supplied with sufficient amenities.  Ensure cleaning stock and amenities are kept at the appropriate levels and re-stock lockers and cabins as required.  Keep the housekeeping pantry and alleyways at the required level of cleanliness to meet public health standards.  Identify and report on any fixtures or fittings that need repair or renewal within the cabins.

Effectively deal with any complaints and comments by passengers on the service, cleanliness or cabin fixtures and fittings and report these to the Deck Housekeeper.  Maintain and use equipment effectively and safely at all times and ensure the safe storage of equipment and cleaning products after use.  Undertake stock takes as and when required.

Meet and greet the passengers and assist with baggage services on embarkation / disembarkation days as required.

HESS (Health, Environment, Safety & Security)
Knowledge/Skill Summary of Responsibilities
Health and Safety
Lead by example by taking care of the health and safety of self and others
Report all accidents, ‘near miss’ incidents and work related ill health conditions to manager / supervisor / team leader and to the safety department.
Follow safety rules and procedures
Use work equipment, personal protective equipment, substances, and safety devices correctly Take part in safety training & risk assessments and suggest ways of reducing risks.
Carry out duties in a safe manner in accordance with corporate policies and procedures
Public Health
Demonstrate at all times excellent hand washing techniques and coughs and sneezes etiquette Follow the company instructions regarding immediate reporting of ill health symptoms (i.e.) diarrhoea, vomiting, fever, and any other symptoms as appropriate
Environment
Understand own environmental responsibilities and act accordingly
Apply practical measures to reduce water and electricity consumption
Apply waste segregation diligently both in work area and when off duty
Follow the correct method of disposal of surplus or spent chemicals used
Work in a way that avoids environmental incidents and report situations where environmental integrity may be breached
Handle materials carefully to minimise spillages during work routines and safely dispose of contaminated material generated during work routine
Emergency Duties
Understand own emergency duties and routines onboard ship
Take an active part in the ship’s team response to an incident
Ensure familiar with ship’s emergency alarms and routines
Ensure familiar in the use of all fire fighting appliances located within area of responsibility Ensure familiar in the use of the ship’s life saving appliances and equipment including lifeboats and liferafts
Participate fully in all relevant drills and training
Know how to raise the alarm when necessary
Able to identify escape routes and emergency exits
Understand the function and operation of fire screen / splash tight and watertight doors
In the event of an incident check staterooms to ensure passengers have returned safely
Assist in the safe evacuation of cabin areas and ensure section is clear of trolleys by storing them in lockers
Undertake other emergency duties / routines within the ERP as directed
Undertake any other emergency duties required that are specific to vessel Follow all emergency procedures as directed
Safeguarding
Aware of CUK safeguarding children policies and procedures
Report any concerns of a safeguarding nature to the Designated Safeguarding Person (DSP)
Security
Understand the security levels as defined by ISPS and own responsibilities
Follow the correct security procedures when embarking and disembarking from the ship
Report suspicious activities, packages and / or security incidents following the correct procedure
TECHNICAL
Knowledge/Skill Summary of Responsibilities
Quality Standards
Follow the correct quality standards relating to housekeeping services
Customer Service
Respond calmly and quickly to requests from passengers or crew members
Deliver customer service within the acceptable time-scales and quality required, ensuring passenger satisfaction
Immediately respond to complaints and customer service issues, or report them to line manager, to ensure speedy resolution
Behave in a polite and friendly manner with passengers and crew members at all times and in all areas of the ship
Revenue Generation
Understand revenue target for own area and proactively work to achieve set targets Use specialist knowledge to help inform passengers on products and positively influence revenue generation
Food Hygiene
Follow the correct policy and procedures regarding food hygiene at all times
Ensure all food preparation and service equipment and spaces are sanitised and clean at all times in accordance with company policy
Highlight issues immediately in order to minimise any impact
Cleaning
Carry out efficient cleaning schedules throughout the cruise and on turn around days to ensure all cleaning is completed to timescales
Assess cleaning needs quickly and adjust schedules accordingly
Clean and sanitise cabins and adjacent corridors / areas including pantries as allocated, to CUK standards
Ensure all areas are kept tidy and inform maintenance of any fabric or fittings that need replacing or repair
Maintain and look after equipment, following the standard operating procedures

 

PEOPLE / MANAGEMENT
Knowledge/Skill Summary of Responsibilities
Coaching & Mentoring
Assist colleagues to solve their own problems when appropriate by providing help and guidance
Training
Deliver effective knowledge sharing or instruction sessions to others in the team
CUK Behaviours  (Refer to the skills profile for detailed CUK Behaviours)
Self-Awareness
When undertaking role thinks about how they communicate and behave and is a role model for others
Thinking Ahead
When undertaking role thinks about more than just the task in hand, proactively works to anticipate the needs of the department / passenger and plans ahead
Being Part of a Team
Works well with others to ensure an efficient and effective service is provided
Open and Honest Communication
Communicates effectively with passengers, crew and officers ensuring a positive working environment
Customer Centered
Understands how their role can impact the passenger experience and works with the wider
Housekeeping team to provide a customer focused service
Deals with feedback positively and strives to deliver a consistently high service
Acting Safely
Takes responsibility for health and safety of self and others and always considers safety in their everyday tasks and activities
PERSON SPECIFICATION
Able to work on own with minimal supervision
Demonstrates honesty and integrity at all times
High attention to detail, able to carry out cleaning to high standards
Passionate about customer service and enjoys working hard to deliver a great service
Comfortable talking to a wide range of people including passengers
Works effectively as part of a team to deliver an efficient service, showing trust, respect and fairness in their treatment of colleagues
Communicates clearly and effectively, keeping others informed of progress and highlighting any issues
Remains calm and courteous at all times
Demonstrates cultural and interpersonal sensitivity in dealings with others
Organised, structured and focused on the detail in their approach to work
Models high standards of ethics and appropriate behaviour
Adaptable and flexible in the face of change or unanticipated events
Loyal to the Carnival UK brand and compliant with company policies and procedures
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