To assist the Director of Housekeeper in all aspects of managing the Housekeeping Department.
To ensure that cleanliness and service standards are maintained in all areas of the hotel.
To assume all responsibilities of the Assistant Executive Housekeeper during his/her absence.
To provide supervisory guidance and support to all colleagues in the Housekeeping Department and ensure that they always perform their duties effectively.
Proactive communication with his/her colleagues and the management team.
To develop and implement the Standard Operating Procedures for the department.
To assist in overseeing the housekeeping selection and staffing.
Administers staff rosters and schedules to ensure all housekeeping functions are maintained and to minimize overtime payment.
To attend all meetings according to schedule and business requirements.
To ensure checks of all rooms are allocated to all guests requiring special attention.
To monitor guest satisfaction by effectively following comments and complaints within 24 hours.
To ensure customer satisfaction from arrival to departure in accordance with policies and procedures and the Legendary Quality Experience (LQE), Forbes and MO standard.
Promote and recognize opportunities to provide guest service above and beyond all expectations.
To monitor all aspects of the preventive planned maintenance system.
To monitor efficient use of all guest supplies.
To ensure that the health and safety company standards are maintained and carried out. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety / Cleanliness and hygiene audit.
To ensure that grooming and appearance standards are implemented and maintained to always reflect an image of professionalism and care.
To assist conduct annual inventory of linen and housekeeping equipment.
To keep and record all Lost and Found items in line with the policy.
To ensure all Room Attendants use Guest Room Master Key cards as per Policy and Procedure.
To carry out annual appraisals on all colleagues.
To conduct departmental orientation for all new colleagues.
To liaise with the Training Manager on departmental learning and development needs.
To carry out any other reasonable requests as directed by the Director of Housekeeper / Assistant Executive Housekeeper.
Key competencies and background:
Previous experience in a high volume internationally recognized luxury hotel chain and a minimum of three years in a similar position is required
Degree or Higher National Diploma equivalent in Hospitality Management will be an advantage
Mature, but outgoing personality with excellent interpersonal skills
Ability to understand guest needs and expectations and to deliver superior customer service with little input from others
Strong leadership quality, training techniques, excellent communication and organizational skills
