Job Description
Position:Housekeeping Team Leader
Scope of Job: Ensuring that the housekeeping department is managed according to the established concept statement, providing courteous, professional, efficient and flexible service at all times.
Main Duties and responsibilities:
Administration
- Conducts daily briefing to associates on room occupancy, event of the day and special attention that may be needed.
- Maintains daily production record book for each processed items.
- Submits production record book to Housekeeping clerk at end of day for recording.
- Raises job order to Engineering department for repair and maintenance work.
Customer Service
- Assists to ensure that all Housekeeping associates deliver the brand promise and provide exceptional guest service at all times.
- Assists to ensure that Housekeeping associates also provide excellent service to internal customers as appropriate.
- Provides a courteous and professional service at all times.
- Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- Maintains positive guest and colleague interactions with good working relationships.
Financial
- Maximizes associates productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
- Assists the Housekeeping Assistant Manager to ensure that Housekeeping and Laundry operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.
- Embraces new technology and equipment to improve productivity
- Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
Operational
- Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
- Reports adverse guest comments.
- Reports lost and damaged items.
- Assists in making sure that all Touches of Hyatt and the Rooms Top 20 have been implemented.
- Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
- Works closely with other associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Ensures that the Housekeeping associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
- Supervises and coordinates the activities of personnel responsible for and engaged in the processing of guests and house linen items.
- Strictly adheres to the par stocks for all operating equipments, supplies and inventoried items.
- Assists in controlling the requisitioning, storage and careful use of all operating equipment and supplies.
- Reports to Housekeeping Assistant Manager on major problems, discrepancies in count, defects or stains in garments prior Laundry/dry cleaning process.
- Ensures garments are properly sorted for washing, dry cleaning and packing.
- Examines all guest garments for tears, stains, discolored and missing accessories due to processing and oversees remedial action taken.
- Ensures proper handling and maintenance of work area and equipment.
- Liaises with Housekeeping and other related department on daily operation.
- Coordinates all repairs and maintenance and issues repair and maintenance job orders to ensure the proper maintenance of Housekeeping and Laundry equipment’s.
- Ensures all associates established a rapport with guests.
- Ensures all linens are handled and processed according to their priority and standards.
- Monitors associates to ensure correct methods and standards used in processing housekeeping items.
- Communicates on a daily basis operational matter with associates and peers.
