Job Title Title: Housekeeping Manager Department: Housekeeping Reports to: Director Housekeeping Position Level: Manager Job description Position Overview Assist the Director of Housekeeping with the management and running of the Guestrooms, Public Areas, Laundry and Floristry areas in an efficient and cost controlled manner. Act as the Director of Housekeeping in her absence with regard to the management of all staffing requirements. Highly talented in motivating others, exceptional training skills and impeccable attention to detail. Leading a team of Coordinators, Team Leaders and Attendants, this position will have an innate ability to motivate and develop others in order to achieve the established Leading Quality Assurance standards. Assist the Director of the Housekeeping Department to manage and operate the Housekeeping Department efficiently, and manage costs well. His responsibilities also include public areas, laundry rooms, flower rooms and landscaping. In the absence of the Director of Housekeeping Department, act as the agent for management personnel allocation. Have a good ability to motivate others, excellent training skills and the spirit of not letting go of any details. Leading a team of coordinators, supervisors and waiters, the person who is qualified for this position must have the unique ability to motivate others, cultivate and develop others to lead the team to meet the LQA quality inspection standards. The Role Post responsibilities 1. Ensure the highest levels of guest service through the application of all Resort standards and standard operating policies Ensure a high level of customer service by well applying the standards and operating standard policies formulated by all hotels 2. Conduct regular inspections of guest rooms Regularly organize guest room inspection 3. Ensure the highest standards of cleanliness, maintenance and safety are achieved in the department and throughout the resort Ensure the high standards of hygiene, maintenance and safety of the department and the whole resort are met 4. Ensure a progressive environment is created and maintained that affords colleagues the opportunities for job fulfilment within Resort properties To ensure that an evolving environment is created and that opportunities for colleagues to gain a sense of achievement are maintained within the resort 5. Maintain safe work practices protecting yourself, the guest, colleagues, furnishings and equipment Keep a safe working habit and protect yourself, guests, colleagues, facilities and equipment 6. Attend briefings, meetings and training sessions as requested Attend regular meetings, meetings and training as required 7. Perform other duties as assigned by the Director of Housekeeping Complete other tasks assigned by the room director 8. Maintain a close working relationship with the Engineering and Front Office departments Keep close working contact with Engineering Department and Front Office Department GUEST SATISFACTION Guest satisfaction 1. Handle guest feedbacks and follow through on required actions Handle guest feedback and follow up and take action 2. Conduct daily inspection and supervision of all activities both back of house and front of house Organize daily inspection and guide the arrangement of all activities in front and back office LEADERSHIP Leadership 1. Responsible to train Housekeeping Team Leader and fulfil training role in the absence of the trainer Responsible for training the head of the Housekeeping Department and acting as the trainer in the absence of the trainer 2. Involvement in special projects associated within the housekeeping scope of responsibilities Participate in all special tasks and work within the responsibility scope of Housekeeping Department 3. Ensure lost and found procedures are followed through accurately and consistently Ensure that the lost and found procedure requirements are accurately followed at all times 4. To be health & safety conscious and actively involved in maintaining a safe work environment Focus on health and safety and actively participate in relevant work to create a safe working environment 5. Support the Director of Housekeeping with strategic forward planning for the department in line with the organization Support and assist the Director of Housekeeping to develop a strategic plan consistent with the organization 6. Oversee the training of all new colleagues in the department Responsible for the training of all new colleagues in the department 7. Ensure all colleagues are trained and adhere to correct procedures for the safe use of chemicals Ensure that all colleagues are trained and follow procedures to use chemicals correctly and safely 8. Colleague management including disciplinary and counselling action Managing colleagues including disciplinary action and coaching Financial performance 1. Maximize resort profitability by properly managing expenses, labour and other material resources Maximize the hotel's profit by properly managing expenses, labor and other material resources 2. Assist with cost control in line with revenue budgets and manage on a daily basis in terms of rostering and overtime Assist in cost control according to revenue budget, and reflect it in daily shift arrangement and overtime management 3. Back up to the Director of Housekeeping for ordering and purchasing of all supplies and equipment Support the Housekeeping Director in ordering and purchasing operational supplies and equipment ADMINISTRATION Administration 1. Assist in the administration and management of the Housekeeping operation Assist in the administration of room operations 2. Assist in effectively managing employee relations within the department through involvement in performance appraisals, recognition, incentive programs and communication meetings Assist in effective department employee relationship management, involving work performance evaluation, recognition and reward, incentive project plan and communication meeting 3. Rostering and processing of timesheets Roster and Time Schedule 4. Work with the Director of Housekeeping and HR on the recruitment of all Housekeeping staff Recruit staff for Housekeeping Department together with Director of Housekeeping Department and Human Resources Department 5. Assist with the organising and coordination of rooms linen, spa linen and restaurant linen stocktakes Assist in arranging and coordinating the inventory of guest room linen, spa linen and restaurant linen 6. Conducting performance reviews and creating a forum for open communication and feedback within the department Organize performance evaluation and establish an open communication seminar for the department 7. Regularly review and update departmental training material Regularly review and update department training materials Talent Profile Education requirements Above college degree College Degree
