What’s the job?
The Housekeeping Manager manages and supervises the housekeeping and laundry operations to ensure product quality standards are met and optimum service is provided to hotel guests according to hotel or company business objectives. The Housekeeping Manager is accountable for safety, service and execution of the consistent Holiday Inn Express guest experience. Your duties and responsibilities are including but not limited to the following.
Your day-to-day
Financial Returns:
· Prepare annual departmental operating budget and financial plans. Monitor budget and control expenses with a focus on increasing productivity.
· Maintain proper inventory levels, managing cost per room for supplies and labour(example: bed & bath linen reuse and laundry operation).
· Assist with external vendor induction and support in managing the performance of external vendors and other contacts as needed.
· Monitor and manage outsourced manning provisions to ensure optimal productivity.
· Drive and deliver monthly Workforce Optimization initiatives to support departmental manning efficiencies.
Guest Experience:
· Conduct routine inspection of all guest rooms and public areas to ensure furnishings, rooms, equipment, linens, public restrooms, lobby, etc. are clean and in good repair to meet guest satisfaction.
· Demonstrate BrandHearted behaviors by maintaining compliance with all brand standards, behaviors, hallmarks and license agreement mandates.
· Ensure monthly room IHG Way of Clean audits are conducted and housekeeping employees are achieving set targets.
· Carry out special requests from guests, VIPs, repeat visitors and club members.
· Lead a team to respond to guest complaints, special requests and ensure corrective action is taken to achieve complete guest satisfaction.
· Assist guests with their questions and complaints to achieve complete guest satisfaction.
· Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups, and other key guests.
People:
· Responsible for recruitment processes of direct hires and outsourced contractors.
· Provide mentoring, coaching and regular feedback to help manage conflicts and improve team performance and engagement.
· Oversee any disciplinary related actions in accordance with company rules and policies.
· Establish performance and development goals for employees. Provide mentoring, coaching and regular feedback to help manage conflict and improve employee performance.
· Manage daily activities, plan and assign work ensuring you always have the optimum staffing numbers.
· Educate and train all employees in compliance with governmental and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
· Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
· Drive a great working environment for teams to thrive – connect departments to create sense of one team.
· Assist with deep cleaning projects and/or assist housekeeping staff during high volume periods.
Responsible Business:
· Maintain and order supplies and equipment whilst minimising waste and maintaining “green” initiatives (example: container recycling, and cleaning agents)
· Respond to guest complaints, special requests and ensure corrective action is taken to achieve complete guest satisfaction.
· Maintain procedures for security of lost and found items.
· Close liaison with Engineering department on Preventive Maintenance Management (PPM) program daily.
· To carry out monthly checklist for guest room condition and status in terms of furnishing and fittings.
· Perform other duties as assigned. May also serve as manager on duty.
