What is the job?
To manage the daily operations of his assigned section ensuring the ultimate comfort, cleanliness, safety and standards for all guest and members as expected by the Hotels. To maintain superior standards of presentation, maintenance, and cleanliness in all areas of the resort while ensuring the safety and confidentiality of all guests.
Daily tasks and responsibilities
- Maintain a presence as requested at hotel / department meetings and committees.
- Comply at all times with Hotel standards and regulations to encourage safe and efficient hotel operations.
- Handle guest complaints and react quickly, logging and notifying proper areas to service guests.
- Attend daily morning briefings with Housekeeping Management.
- To make sure Housekeeping Attendants are informed daily about VIPs, special guest requests – priority in their section.
- To make sure checkout rooms are returned in a timely manner.
- To check at 4pm rooms with DND – no service given at that time and coordinate make up with Housekeeping Attendants.
- Assist with and lead Housekeeping Attendants (day, evening and Houseman), with daily duties.
- Train and coach employees on expected standards of service and conduct.
- Conduct daily inspections of guest rooms and floors.
- Be up to date on all guest services and events in the hotel.
- Work closely with Housekeeping Coordinator.
- Inspect all rooms assigned to Housekeeping Attendants, and Houseman/Runner.
- Inspect show rooms.
- Notify Housekeeping Attendant/Houseman of any deficiencies found and return to correct when applicable.
- Re-inspect corrected room.
- Physically check discrepant rooms to ascertain status.
- Report and follow up with engineering issues in all areas of the Hotel.
- Confirm that all daily duties are completed to standard by: Housekeeping Attendants, and Houseman.
- Must be able to perform all Housekeeping Attendant and Houseman’s duties.
- Work with all housekeeping staff to maintain and improve guest satisfaction scores.
General Tasks & Miscellaneous
- All colleagues must assess situations and react accordingly through analysis and perspective.
- All colleagues must be flexible and able to carry out any other reasonable duties and responsibilities within the scope of their job, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
- All colleagues should be visible and available to both guests and colleagues, in accordance with their position, and serve as an example for others.
- All colleagues are required to comply with any reasonable request from their supervisor(s) within a reasonable timeframe, under normal circumstances.
Human Resources & Training
- It is the colleague’s responsibility to report any case of harassment and discrimination as soon as it happens, either to their direct leader or to the Talent & Culture. It is the leader’s responsibility to treat complaints of harassment and discrimination promptly and confidentially.
- It is everyone’s responsibility to treat customers and Colleagues from all cultural groups with respect and sensitivity.
- All Colleagues must attend trainings and meetings as and when required
Confidentiality
- All Colleagues must ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic.Adhere to Hotel Internet and Email policy
- All Colleagues must ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
Job qualifications
- Problem-solving skills
- A methodical and logical approach
- Accuracy and attention to detail
- Highly responsible & reliable
- Ability to work well under pressure in a fast-paced environment
- Ability to work cohesively as part of a team
- 2-3years’experiencein a similar role in a luxury hotel
- Exceptional English communication skills, an additional language will be a plus