Guest experience:
- Oversee the daily operations of housekeeping, public spaces, and laundry areas during assigned shifts, ensuring a seamless and efficient workflow.
- Implement Policies and Procedures: Enforce Housekeeping SOPs: Ensure compliance with housekeeping Standard Operating Procedures (SOPs) and effectively execute the departmental business plan.
- Supporting IHG One Rewards Initiatives: Collaborate with the Front Office team to effectively deliver member benefits of each tier in order to enhance guest loyalty and satisfaction.
- Monitor and Evaluate Room Discrepancy Reports: Regularly assess and address discrepancies reported by the housekeeping team to ensure accuracy in room status.
- Maintain Quality Control: Conduct regular inspections of guest rooms and public areas to ensure compliance with established standards. Provide feedback and guidance to staff to enhance overall service quality.
- Ensure VIP Accommodations Readiness: Oversee the meticulous preparation of VIP guest rooms, ensuring that all amenities, décor, and special requests are fulfilled prior to arrival.
- Supervise Laundry Operations: Oversee the laundry operations, including any outsourced relationships, to ensure high-quality service, timely processing, and adherence to established standards.
Financial:
- Adhere to Operational Budget: Ensure strict compliance with the department’s operational budget by implementing cost control measures. Regularly review expenditures and identify opportunities for cost savings without compromising service quality.
- Manage Inventory and Supplies: Oversee the inventory management, purchasing, and distribution of all linens, cleaning supplies, guest room amenities, restroom supplies, and laundry products, ensuring optimal stock levels and efficient use of resources.
- Report on Financial Metrics: Maintain accurate records of financial transactions related to housekeeping operations and prepare reports for management that detail budget performance, variances, and recommended actions for improvement.
People :
- Complete Reports and Schedules: Ensure timely and accurate completion of departmental reports, correspondence, and employee schedules. Maintain up-to-date guest history records and monitor daily discrepancies.
- Conduct Housekeeping Meetings: Organize regular meetings to inform housekeeping staff about policies, special events, improvement initiatives, and guest feedback.
- Ensure Policy Adherence: Ensure all employees understand and follow hotel policies and procedures.
- Evaluate Staff Performance: Conduct annual performance evaluations for housekeeping team members to foster professional growth and development.
- Maintain Open Communication: Keep management promptly and fully informed of any significant problems or unusual matters.
- Perform Duties Efficiently: Execute all responsibilities in a timely and efficient manner, aligned with company policies and procedures to meet the overall objectives of the role.
- Foster Positive Relationships: Build and maintain strong working relationships with all hotel employees to promote a cooperative and harmonious work environment.
Responsible Business
- Attend Meetings: Participate in meetings with the General Manager and Room Division Manager, and complete additional assignments as directed.
- Familiarity with Safety Procedures: Understand fire procedures, emergency exits, and safety protocols.
- Recommend Operational Improvements: Identify opportunities to enhance services, increase revenue, and improve staff welfare and guest satisfaction.
- Project a Positive Image: Consistently present a favourable image of the hotel to the public at all times.
Experience:
- Minimum of 2-3 years of experience in housekeeping management or a related field, preferably within a hotel or hospitality setting. Proven track record in a supervisory role.
- Education: Proven experience in housekeeping management or a related field.
- Technical Skills: Proficient in budgeting, inventory management, and quality control.
- Communication Skills: Excellent verbal and written communication abilities, with a customer-service-oriented mindset.
- Quality Assurance: Experience in conducting quality inspections and implementing quality control measures to maintain high cleanliness standards.
- Safety and Compliance: Knowledge of health, safety, and environmental regulations relevant to housekeeping operations. Experience in training staff on safety standards and compliance procedures.