Job Title: Executive Housekeeper / Housekeeping Manager

Company: Reef Hotel

Reporting To: General Manager

Direct Reports / Departments Under Responsibility

1. Rooms and Public Areas

2. Laundry Services

Lateral Relationship

A member of the Management Team. Cooperates with other Heads of Departments in creating synergies and cordial inter-departmental working relationships.

Job Purpose

To provide leadership in the day-to-day running of the Hotel Rooms, Public Areas and Laundry Services. The Executive Housekeeper / Housekeeping Manager strives to promote excellent customer experience while providing world-class products and services.

Requirements

1. Leadership

1.1 Brand Leadership

● Be the Champion in promoting the Hotel Brand.

1.2 Target Management

● Assume responsibility for tracking targets, reporting on targets, achieving targets and finding ways to surpass targets.

1.3 Team Leadership and Development

● Motivate high-performing departmental teams by mentoring team leaders who have credibility throughout the organization.

2. Operational Management

2.1 Departmental Management

● Provide supervision and management of the day-to-day affairs of the Department within policies established and agreed by Management.

2.2 Housekeeping Operations

● Lead the Housekeeping team in ensuring that all guest rooms and public areas are kept sparkling clean for the purpose of guests' comfort.

2.3 Laundry Operations

● Lead and supervise Laundry Services to ensure that all hotel linen, uniforms and guest laundry are cleaned, processed and maintained to the required standards.

2.4 Standard Operating Procedures and Compliance

● Ensure that team members have been adequately trained on the SoP’s and there is 100% compliance in the implementation.

2.5 Operational Planning and Improvement

● Based on targets agreed by the General Manager, recommend any improvements or changes to these plans based on business performance, operational requirements and customer feedback.

2.6 Performance Reporting

● Prepare periodic progress reports on performance for the Department to be submitted to the General Manager.

2.7 Staff Planning and Deployment

● Ensure effective planning, scheduling and deployment of Housekeeping and Laundry staff to meet operational requirements.

2.8 SOP Development and Implementation

● Develop and implement standard operating procedures (SoP’s) for Rooms, Public Areas and Laundry Services.

2.9 Staff Performance Management

● Conduct monthly reviews of staff performance with a view to either replacing staff, promoting staff or changing staff positions based on their competence.

3. Exceptional Customer Services

3.1 Guest Satisfaction and Feedback

● Establish a guest satisfaction feedback system relating to cleanliness, rooms and laundry services.

● This means, in reality, an aggressive way to direct clients to deliver their feedback via social media, such as Google, Trip Advisor etc., which is the biggest promoter of a client’s business.

3.2 Guest Feedback Review and Corrective Action

● Review guest feedback with the leadership team and ensure appropriate corrective action is taken.

3.3 Visibility and Real-Time Service Monitoring

● Be visible and available in the operational areas on a regular basis to monitor service delivery and obtain feedback in real time.

4. Enhancement of Revenue

4.1 Revenue Enhancement Initiatives

● Develop revenue enhancement packages and ideas in coordination with the relevant departments to specifically increase revenues in the following areas:

○ Laundry Services;

○ Guest Laundry;

○ External Laundry Services;

○ Linen and related services;

○ Other Housekeeping-related services;

○ Etc.

4.2 Auditing and Control Systems

● Create an auditing system to ensure that all Housekeeping and Laundry services, inventories and operational requirements are properly documented and controlled.

4.3 Service Promotion and Improvement

● Create initiatives in consultation with the Management Team to promote and improve Housekeeping and Laundry Services.

4.4 Cost Management

● Review operational costs on a regular basis and report to the General Manager and Financial Controller for any changes to targets based on this review.

4.5 Online Reviews and Business Performance

● Continuously strive to get more positive reviews on Trip Advisor etc. through maintaining high standards of cleanliness and service, which is a direct loop to better sales.

5. Social, Environmental and Ethical Practices

5.1 Ethical Decision-Making

● Foster ethical and responsible decision-making.

5.2 Ethical Conduct

● Display ethical practices in all interactions.

5.3 Corporate Social Responsibility

● Take part in corporate social responsibilities.

5.4 Vision, Mission and Values

● Be responsible for communicating the organization’s Vision, Mission and Values.

Minimum Requirements

● Degree in Hospitality Management or Business Course.

● Not less than 3 years' experience in a senior leadership position.

● Ability to execute operational plans related to the Department and lead in implementation of both mid- and short-term targets.

● Ability to manage multi-disciplinary teams of staff.

● Working knowledge of Housekeeping Operations, Rooms and Public Areas, Laundry Services, budgeting and planning processes.