Accommodation Cleaning Manager

The Accommodation Cleaning Manager will ensure the smooth delivery of their area of responsibility which will be multiple areas including guest accommodation, within their designated area. They will motivate and lead their team in promoting the highest operational standards in resort cleanliness and accommodation cleanliness.

This role will ensure we are driving our Clean and Fault Free (CAFF) approach to our accommodation and holding team to account to ensure standards are met, working closely with the wider Guest Services & Accommodation Team to manage issues proactively that arise to ensure we improve the experience for the guest.

The role will support in setting clear goals and expectations whilst nurturing an environment that the team can perform at their best.

KPIs

• Delivery of CAFF
• Management of payroll requirement in conjunction with the resort central rostering team.
• Guest NPS
• Improving ENPS
• Responsibility of impact on P&L
• Responsibility for delivery of RPRPRT

General Duties & Accountabilities

• Accountable for the delivery of all accommodation, cleaning.
• Accountable for delivery of CAFF across accommodation area of responsibility
• Manage the effective and robust training of all accom and support team (accom, TM+ and resort support) to ensure they are fully trained and knowledgeable in CAFF principles, following the buddy process, impacting operational intake days as minimally as possible.
• To highlight opportunities to improve guest experience, operate more efficiently, improve adherence to CAFF, maximise ratios and highlight and implement efficiencies in a timely manner.
• Look for ways that we can operate as efficiently as possible whilst delivering the CAFF model.
• Adhere to the CAFF model ratios by ensuring we have the correct levels of trained team rostered accordingly
• Accountable for the day-to-day operation and logistics of the accommodation department
• Promotes a problem-solving attitude to deal with Team and guest comments in a positive manner and take appropriate action.
• Work collaboratively alongside Guest Services Manager and Team, to understand guest issues and to drive and support problem resolution.
• Reviews TI/NPS for Accommodation and Cleaning to understand issues and challenges, and promotes swift problem resolution.
• Chairs weekly accom figures meetings alongside the Productivity team to best plan and allocate team resource for successful intake days.
• Work closely with the recruitment and People teams to ensure that we have a healthy pipeline of recruitment intakes.
• Work collaboratively with Facilities team, allocations team and Productivity Manager to plan and complete room maintenance with an emphasis on planning R+M on a rotating basis to ensure refurbishments are executed.
• Support the C&E teams with the allocation of large-scale events. Attending meetings with external partners & C&E Team, to understand requirements.
• H&S Compliance for your team and areas of responsibility, taking corrective action where needed to promote highest standards of safety
• Drive continuous improvement initiatives to enhance cleanliness and presentation
• Sets clear goals and PDPs for direct team, providing feedback and clear succession plan.
• Supporting team survey commitment plans
• Monitors engagement levels and work with the people team to identify opportunities to drive engagement and retention.
• Oversees compliance to Mobaro checklists and manages team performance with Assistant Cleaning Managers and Supervisors
• Drives compliance to brand standards by reviewing, amending, updating and creating SOPs accordingly
• Conduct risk assessments in conjunction with H&S Manager
• Monitor expenditure re use of consumables and equipment, with a focus on identifying cost saving initiatives and lifecycle of assets/equipment.
• Accountable for people management of the department, including all people tasks from onboarding through the employee life cycle. Employee life cycle refers to PDP’s, performance management, required training, and any formal people process.
• Manage absence robustly, engaging with people team at the earliest opportunity