Company Description
Our Vision, we make moments
Mövenpick Hotels & Resorts (MH&R) is in the “moments” business. We’re intimately involved in important times in our guests lives. And you never know when a moment can be made. A simple smile in the lobby can create the positivity that turns a business trip into a new business celebration. An insider tip on the best way to spend a day can make an entire holiday. A romantic dinner for two can lead to a longer term partnership.
It doesn’t take much to make a moment. Just to be genuine. And human. And warm. And take steps to do the ordinary in an extraordinary way.
We understand that this vision cannot be achieved without great people who create and support work environments designed to produce exceptional results.
Job Description
Main Duties:
- To oversee the Housekeeping operations, including the Laundry and the Internal Communication Center, ensuring that the hotel standards and procedures are fully known and followed.
- To ensure that all the rooms are prepared and inspected as per standards and according to guest requests and needs, including the Turn Down service.
- To ensure that the flower decorations in the rooms and public areas are always maintained as per the required standards.
- To ensure the up keeping of all the front of the house, including the hotel entrance.
- To ensure the up keeping of all the designated back of the house areas.
- To check regularly the night shift for cleaning.
- To ensure appropriate stock level for the smooth run of the Housekeeping and Laundry operations and to approve requisitions accordingly.
- To ensure that the inventories of linen, uniforms and other applicable items are done and recorded as scheduled.
- To deal with different suppliers and contractors.
- To overlook the Pest Control service and jointly with the Stewarding Manager and Chief Engineer to establish the Pest Control schedules.
- To implement housekeeping related HACCP procedures.
- To be involved in sustainable development and to apply energy and waste management.
- To monitor cost control and to suggest saving programs.
- To ensure all linen and uniform management and handling procedures are respected.
- To implement Focus and other financial procedures.
- To supervise and control Lost and Found, maintain records and mail packages to clients.
- To be aware of all VIPs visiting or staying in the hotel. To personally inspect VIP rooms.
- To make regular room and public area inspections with the Engineering Department on deviation from standard set-ups and maintenance. To follow up on the Out of Order and Out of service rooms.
- To liaise with the Front Office on the scheduling of rooms for maintenance programs.
- To ensure a close co-ordination with the Front Office, Engineering, Food and Beverage as well as the Guest Relation regarding usual and unusual guest requests.
- To daily review the Night Audit reports related to the Housekeeping.
- To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any dysfunction.
- To ensure a proper coverage and supervision of the Housekeeping sections at all times.
- To set performance targets for all associates and constantly monitor and increase staff productivity.
- To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
- To ensure the strict control of room keys and section keys.
- To implement and follow up daily check lists.
- To prepare forecasts and statistics.
- To respect schedules, terms and deadlines as agreed with the Management.
- To ensure that all team members are aware of the outlet timings and promote the internal activities and events.
- To ensure that all team members are updated with the latest administrative, organizational, operational or other changes and news.
- To conduct a daily line up briefing with the Housekeeping and Laundry supervisors to recapitulate tasks and activity.
- To share daily activity highlights with the Director of Rooms, including internal and external guest opportunities.
- To assist the Director of Rooms in fulfilling administrative responsibilities and monitoring activities. To replace him whenever needed.
- To ensure the Accor loyalty programs are promoted and to build strong and long-term relationships with the guests.
- To be an ambassador of the Housekeeping and of the hotel, in and outside the work place.
- To ensure that all guests enjoy their stay being offered the finest personal service.
- To escort the guests rather than pointing out directions.
- To ensure that the privacy of the guests and the confidentiality of the information is respected.
- To act as a representative of the Management when dealing with guest complaints or if a member of the Housekeeping team is facing difficulties that she/ he cannot solve on her/ his own.
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
- To call the DOR or the RM for advice in serious cases or if an approval is required.
- To be fully aware of and to report all guest comments or complaints.
- To ensure that Guest History records are accurately followed-up.
- To ensure a proper use of the telephone etiquette as per Sofitel standards.
- To interview potential candidates and to assist in new employees integration in liaison with the HR Department.
- To create an atmosphere of high morale and a happy working relationship among the staff.
- To conduct staff evaluations and surveys. To develop staff motivation and performance through action plans. To be involved in staff retention and satisfaction.
- To ensure trainings and regular “refresher” courses are conducted and attended as scheduled.
Additional Information
Core Behaviours
Core behaviours are our actions: what we say, what we do, and how we interact with one another. Our behaviours come from what we believe in, what we value. At Mövenpick Hotels & Resorts, we call these value-based behaviours. The following statements provide indicators of the types of behaviours we expect employees in our company to display.
Trust: Operates with fairness and integrity, fostering an environment of transparency and sincerity through open and honest communication and by honouring commitments.
Relationships: We build and maintain strong connections with colleagues and guests, valuing diversity in people and perspectives whilst overcoming potential obstacles to increase cooperation and collaboration.
Drive: We are action-oriented, setting direction for self and others, clarifying goals and objectives and overcoming barriers and challenges to produce results.
Entrepreneurship: We fully understand the business and market context, identifying and seizing opportunities for continuous improvement and supporting change.
Mövenpick Hotels & Resorts reserves the right to revise all job descriptions from time to time as business needs demand. Other duties may be assigned as & when necessary. The above-mentioned job description attempts to outline key aspects of the role, however, does not limit its right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.
I commit to the above requirements of my position and will strive to demonstrate our Values and Core Behaviours in my daily work and confirm I am able to perform the essential function of the role as identified.
