Job Summary

Inspect guest rooms and public areas after being cleaned by Housekeepers to ensure quality standards. Assist Housekeeping management in managing daily activities, support the departments associates, maintaining a highly motivated team and driving standards. To assist management with additional leadership and administrative tasks where required, such as coaching, scheduling, hiring, purchasing, and training.

Candidate Profile

Experience:

• Previous experience working within a housekeeping environment preferred

Skills and Knowledge:

• Pro-active and reliable
• Able to work independently and as part of a team
• Hardworking
• Ability to multi-task
• Attention to detail
• Strong communication skills (verbal, listening, writing)
• Business acumen
• Leadership and delegation skills
• Time management

Education or Certification:

• Good level of English essential.

Specific Tasks

The following are specific responsibilities and contributions critical to the successful performance of the position:

• Inspect guest rooms and hotel public areas to ensure quality assurance standards, company standards and external regulations are met. Ensure that the highest level of cleanliness is maintained throughout the hotel. Hold team members accountable and employ coaching tactics if they do not meet standards.
• Serve as a departmental role model, working alongside employees to perform technical and functional job duties where required.
• Support with the coordination of the housekeeping department, including verifying room status, prioritising room cleaning, running reports, preparation, distribution of assignments, and communicate to the following shift.
• Identify and report maintenance issues in public areas or guest rooms and act as required.
• Respond promptly and positively to requests from guests, Front Desk, or At Your Service requests.
• When entering guests’ rooms, follow company standards and announce self on entry.
• To be responsible for the safe keeping of all assigned keys and ensure that relevant areas and stocks are secure at the end of shift.
• Ensure lost property procedures are being followed.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies and equipment,) and that the department is staffed appropriately.
• Assign and ensure work tasks are completed on time, take responsibility for tasks and assignments, and make sure deadlines are met. Make decisions and provide input on possible improvements.
• Encourage and motivate employees to perform their best.
• Assist management in establishing and communicating goals and performance expectations.
• Listen to employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Coach and develop employees. Create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans.
• Be responsible for your own self development.
• Collaborate with management to formally recognize hourly employees' performance contributions.
• Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
• Facilitate good flow of communication within the department, where applicable, leading the department shift briefing and handover.
• Coordinate tasks and work with other departments to ensure that the guest experience is not compromised.
• Be empowered to deal with guest problems, through using the LEARN process, and seek advice when unsure what to do.
• Greet all guests and co-workers in a hospitable manner, using appropriate and professional language and in the case of the guest, when known using the guests’ name as often as possible.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.