15 Oct
MANTIS
Featherbrooke Estate
Job Description
- To promote a helpful and professional image to the Customer with full cooperation when requiring assistance, ensuring a prompt, caring and helpful attitude.
- To strive and anticipate the customers needs whenever possible to enhance quality service, and in turn enhance customer satisfaction.
- To give full cooperation to any employees requiring assistance in a prompt, caring and helpful manner. To be flexible in assisting around the Hotel in response to the business and customer needs.
- To maintain regular and effective communication with the Team. Also, attend Hotel Meetings when required.
- Together with the Front Office Manager/ Rooms Division Manager to develop and maintain quality training and coaching in a systematic and professional way to ensure consistent delivery of the product service standards.
- Together with the Front Office Manager/ Rooms Division Manager to manage the recruitment of employees scheduling and planning of departmental rosters, departmental orientation employees and training schedules.
- To assist in creating an environment which promotes employees’ morale that encourages employees to have pride in their department and their skills ensuring maximum efficiency.
- Together with the Front Office Manager/ Rooms Division Manager to appraise employees at least every six months, identifying developmental needs from employees’ appraisals ensuring maximum support received.
- Together with the Front Office Manager/ Rooms Division Manager to address development needs identified from appraisal and to maximize areas of strength.
- To deliver Departmental Service Standards aligned to ACCOR Brand Standards.
- To help control operating costs within the standards set under the direction of the Front Office Manager/ Rooms Division Manager.
- To identify and report hazards and maintenance requirements in the workplace and follow through with your Front Office Manager/ Rooms Division Manager and/or other Heads of Department to ensure no defects.
- To comply with statutory and legal requirements for fire, health and safety within your department. Check that members of your Department are also aware of these requirements and are working in accordance to them.
- Communicates to employees the importance of meeting customer as well as regulatory & statutory needs.
- Ensures the availability of resources to carry out all tasks.
- Ensures customer requirements are determined and met.
- Actively promotes an awareness of customer requirements throughout the organization.
- Ensures that responsibilities and authorities are defined and communicated within the organization.
- Ensures appropriate communication processes are established.
- Determines the necessary competence for employees and provide training or other actions to satisfy these needs.
- Ensure that employees are aware of the relevance and importance of their activities and how they contribute to the department objectives.
- Understands and is aware of all fire and safety procedures.
- Administration
- Ensures that all department reports and correspondence are completed punctually and accurately.
- Ensures proper control of the keys allocated to the housekeeping department.
- Ensures proper handling and control of lost and found.
- Ensures proper requisitioning and controlling of supplies.
- Ensures proper assignments of work to housekeeping employees.
- Ensures effective control of linen (receiving, recording and storage)
- Monitors through regular inventories and analysis of losses.
- Assists the Front Office Manager/ Rooms Division Manager to reviews and updates Departmental Performance Plan on a regular basis.
- Operational
- Ensures through effective supervision that all services offered in the housekeeping department are always available and are carried out with the outmost efficiency and courtesy as per the department operations manual.
- Liaises with laundry and technical services departments to ensure the smooth flow of linen supplies and repair work.
- Liaises with the Front Office on anticipated guest check-ins, checkouts, room assignments and rooming list.
- Conducts periodic inspections of all hotel areas to check the cleaning standards.
- Ensures the proper ordering of cleaning supplies and guest supplies and to check that they are handled and stored correctly.
- Makes recommendation to management for modernization of equipment and refurbishment programs.
- Ensures that all rooms are checked prior to the arrival of the guest for 100% readiness.
- Ensures that all safety rules, emergency procedures and fire prevention regulations are strictly enforced by the employees.
- Ensures proper arrangement and maintenance of flowers and plants in the guest rooms and public areas.
- Conducts regular housekeeping meetings to keep employees informed of policies and procedures, special events, further improvement plans and guest comments.
- Uses the guest history system to its fullest potential
- Financial
- Assists the Front Office Manager/ Rooms Division Manager in the preparation of the department’s budget.
- Ensures that the department’s operational budget is in line and costs are strictly controlled.
- Ensure manning and competence level of selected employees is sufficient for the department to meet the needs of the organization and customer.
- Talent and Culture
- Ensures that all employees report for duty punctually wearing the correct uniform and name badge at all times.
- Assists in the building of an efficient team of employees by taking an active interest in their welfare, safety, training and development.
- Together with the Front Office Manager/ Rooms Division Manager ensures employees evaluations are conducted for all housekeeping employees to review their general performance, discuss existing performance and areas of improvements by conducting probationary, bi-monthly and yearly appraisals.
- Ensures that the employees are given proper awareness training as to the ACCOR ALLSAFE Programme.
- Monitors the result of monthly Trust You results and maintaining positive feedback by consistently provided quality service to our guests.
- Comes up with training plan that will enhance employees performance and motivate them to be more effective in their work.
- Ensures that all employees have a complete understanding of and adhere to the hotel’s policy and procedures.
- Training & Quality
- Maintain appropriate records of education, training, skills and experience.
- Provide constant coaching,
counseling and discipline to employees to ensure their capability to meet the needs of the customer and the organization.
- Control department forms and records according to the Hotel and Brand Standards for Document Control.
- Other Duties
- Liaises with the Food and Beverage outlet managers for any special requirements.
- Performs other duties and task as required for smooth operation of departments.
- Responds to any changes in the housekeeping function as dictated by the hotel.
▶️ Housekeeping Manager
🖊️ MANTIS
📍 Featherbrooke Estate