Housekeeping Manager

The Role

• To demonstrate pride in the workplace with a high level commitment.
• To promote a helpful and professional image to the internal and external customer.
• To report to work within the requested time, prior to the commencement of duty, well-groomed and dressed to the uniform standard.
• To have a good knowledge of all the different types of Rooms, Hotel facilities, and hours of operation, Restaurants, Shops and Function rooms. 
• To be well informed about special Functions and events held in the hotel on a daily basis.

Key Deliverables and Responsibilities

Planning & Organizing:

1. To control and direct the Housekeeping Department.
2. Specific responsibility to assure a smooth operation with the highest Standards of Service
3. Service according to the Company’s Policies.
4. To monitor the Day to Day Operation.
5. To carry out Inventories of Equipment and Linen to ensure Costs are controlled and
6. Hotel Standards are kept.
7. To monitor close cooperation with all Departments and Guests.
8. To conduct Orientation and Training programs to new and current Housekeeping heartists.
9. To carry out daily Briefing, On Job Trainings and Appraisals within Department.
10. To inspect daily Guest Rooms and Public Areas.
11. To check VIP Rooms to ensure Cleanliness and Standards are kept to Hotel Standards.
12. To monitor Guest Arrivals for special Guest Requests.
13. To identify problem Areas as identified by Guest and Staff feedback.
14. To establish and maintain effective heartists relations.

Operations:

1. Ability to focus attention on details and be able to organize, prioritize and follow-up.
2. Must be able to take initiative and work productively within any given period of time unsupervised.  Should be aggressive and must work well under pressure.
3. Ability to maintain confidentiality and security of all guest and general hotel information.
4. Must be a team player, working well with other department heads and co-workers.
5. Ability to work flexible hours, including weekends and evenings if necessary.
6. Ability to go the extra mile, to provide the extra attention in order to satisfy guests’ individual needs and wants.
7. Should be creative, innovative and strive for continuous improvement.
8. Should display leadership qualities in regards to thinking clearly, quickly, and making decisions.
9. Ability to promote positive relationships with all guests in the hotel and company.
10. Ability to prioritize and organize work assignments; delegate work.
11. Ability to direct performance of staff and follow up with corrections where needed.
12. Ability to motivate staff and maintain a cohesive team.
13. Ability to ascertain departmental training needs and provide such training.
14. Ability to be a clear thinker, analyse and resolve problems exercising good judgment.
15. Ability to remain calm and courteous with demanding/difficult guests and/or situations.
16. Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.
17. Ensure that sufficient staffing is present to meet the daily business demands.
18. Communicate anticipated business demands daily with each heartists.
19. Conduct daily line-ups.
20. Ensure staff’s knowledge of hotel services, features, and amenities.
21. Assign specific tasks to the staff as they arise.
22. Monitor and ensure that the Housekeeping staff performs their job functions to the hotel’s standards.
23. Assist the Housekeeping Staff whenever necessary in performing all job functions.
24. Conduct ongoing training with existing staff and ensure that new staff is certified as required.
25. Accommodate all guest requests in an accurate and efficient manner.
26. Coordinate all group requests and needs.
27. Monitor and maintain cleanliness and working conditions of equipment and supplies.
28. Prepare work orders for equipment repairs and distribute to Engineering.
29. Ensure all supplies are ordered with accurate usage factors and are received in a timely manner.
30. Ensure that all pertinent information is documented in the logbook daily.
31. Complete daily walk through with the night cleaners and evaluate their work.
32. Ensure payroll is documented and submitted accurately and promptly.
33. Ensure productivity forecasts are accurately completed and submitted timely.
34. Conduct performance appraisals of designated staff as required.
35. Assists in any emergency procedures such as Evacuation, Fire & Bomb Threat.
36. To ascertain a high degree of cleanliness within the Rooms (to receive zero complaints about your department).

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotel's commitments to the "Environment Charter" of Sustainability program (saving energy, recycling, sorting waste etc).
• Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.

Our Values

Our values are our common language, they drive us every day. Embodied in and flowing through our Heartist program, a symbol of our identity and culture, these values are the bedrock that binds us to the Group. They perpetuate and spread -beyond professions, persons, countries and cultures- the sense of hospitality and service, our strength and nourishment of the Group’s success worldwide.

Guest Passion

We obsess over our customers. Our guests are the driver of our decisions and our actions. We put them first, we care for them. We go the extra mile for them. We enjoy doing it.

Sustainable Performance

We believe that hospitality has the power to unlock a better tomorrow. We act for good to support & empower the communities in which we live and protect the planet that you visit.

Respect

We are connected with the world, and to others. We enjoy the mix of cultures. We are proud of our differences. We put you first and we value you, whoever you are. We care for the planet.

Spirit of Conquest

Our guests are globetrotters, and so are we. We want to be where they want to be. We explore, we initiate, and we develop. We are ambitious for our guests. We make the impossible possible, we have fun doing it.

Trust

Hospitality is a team sport, and we’re stronger when we trust and support each other. We believe in natural kindness, respect our differences and value all voices. We work as one team, to say what we do, and do what we say.

Innovation

We dare to challenge the status quo. We embrace innovation and challenge ourselves to do things better and faster. We take risks, dream the impossible and make it possible.

Knowledge, Skills and Ability:

• Knowledge of hotel PMS System, Microsoft Office computer applications, office equipment
• Ability to perform assigned duties with attention to detail, speed and accuracy
• Excellent written and oral communication skills 
• Must possess outstanding guest service skills
• Must be guest-oriented, enthusiastic with a vibrant personality
• Must have “hands on” approach
• Must maintain composure at all times and work objectivity in stressful, high-pressure situations  
• Ability to approach all encounters with guests and employees in a professional manner
• Ability to answer all general inquiries in the Hotel and F & B outlet
• Must be a good listener and be able to follow instructions
• Must be able to utilize all available resources to meet guest needs
• Must be a good team player

Education - Experience:

• Excellent English, verbal and written communication skills
• Minimum two years of relevant experience required
• Degree in Hospitality Management a plus