An exciting opportunity has arrived at The Garcha Group, Singapore’s boutique hotel group currently with the following hotels:
- Maxwell Reserve, Autograph Collection Hotel (Marriott);
- Duxton Reserve, Autograph Collection Hotel (Marriott);
- The Vagabond Club, a Tribute Portfolio Hotel (Marriott);
- The Serangoon Club, a Tribute Portfolio Hotel (Marriott).
Garcha Group Benefits:
- As an associate of a Marriott hotel, you, your parents or parents-in-laws, children, spouse/domestic partner and siblings are eligible for discounts on F&B and room rates in 7,000+ hotels world-wide.
- As an associate of a Marriott hotel, you have access to the “Global Learning + Development” tool which creates for you personalized learning experiences designed to help you thrive in their Marriott career journey. (see attached for full Marriott benefits)
- 2 nights yearly staycation including all meals and beverage (incl. alcoholic) in any of the 4 Garcha Group hotels in Singapore.
- 20% off Food/Alcohol Bill at all Garcha Group restaurants and bars
SUMMARY:
Responsible for the daily shift operations of Housekeeping and Internal Laundry. Directs and works with employees to ensure property guestrooms, public space and employee areas are clean and well maintained. Completes inspections and holds people accountable for corrective action. Position assists in ensuring guest and employee satisfaction while maintaining the operating budget. Coordinates the housekeepers and works as a team, creating a positive environment.
TASKS & RESPONSIBILITIES:
Managing Housekeeping Operations
- Ensures guest room status is communicated to the Front Desk in a timely and efficient manner.
- Works effectively with the Engineering department on guestroom maintenance needs.
- Supervises the property general cleaning schedule.
- Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.
- Inventories stock to ensure adequate supplies.
- Supervises daily Housekeeping shift operations and ensures compliance with all housekeeping policies, standards and procedures.
- Assists in the ordering of guestroom supplies, cleaning supplies and uniforms.
- Supports and supervises an effective inspection program for all guestrooms and public space.
- Communicates areas that need attention to staff and follows up to ensure understanding.
- Ensures all employees have proper supplies, equipment and uniforms.
- Plan the staff needs to support the team
Managing Departmental Costs
- Participates in the management of the department’s controllable expenses to achieve or exceed budgeted goals.
- Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals.
Ensuring Exceptional Customer Service
- Responds to and handles guest problems and complaints.
- Strives to improve service performance.
- Empowers employees to provide excellent customer service.
Conducting Human Resources Activities
- Participates as needed in the investigation of employee accidents.
- Supervises staffing levels to ensure that guest service, operational needs, and financial objectives are met.
- Ensures employees understand expectations and parameters.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
- Observes service behaviors of employees and provides feedback to individuals.
- Uses all available on the job training tools to train new room attendants and provide follow-up training as necessary.
- Participates in the employee performance appraisal process, providing feedback as needed.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
- Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
- Participates in employee progressive discipline procedures.
MANAGEMENT COMPETENCIES
Leadership
- Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
- Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
- Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
- Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
- Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
- Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
- Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
Building Relationships
- Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
- Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
- Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
- Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
- Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
- Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
- Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
- Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
- Cleaning Materials, Equipment, and Techniques - Knowledge of use, handling, storage, and disposal of cleaning chemicals and equipment (including Material Safety Data Sheet requirements), and use of personal protective equipment.
- Housekeeping Tracking and Inventory - Knowledge of inventory and purchasing policies, procedures, and best practices.
- General Housekeeping - Knowledge of procedures, policies and techniques for cleaning all public areas, trash handling and removal, room item replenishment and placement, treatment of room damage and stain removal, use of cleaning supplies, floor care and maintenance, general housekeeping codes, cart care, uniform control, inventory management, room status change systems and opening and closing of the house. Ability to use general housekeeping codes to indicate room readiness.
- EIWO (Everything In Working Order) - The ability to inspect and identify guest room components (e.g., light bulbs, remote control, air conditioning units, toilets, appliances, vacuums) for functional deficiencies. This includes reporting procedures.
- Environmental Sustainability – Knowledge of products and procedures that reduce, recycle or reuse natural resources such as bed linen and towel re-use programs.
- Preventative Maintenance - Knowledge of general cleaning programs and policies to extend the life of materials and areas. For example, knowledge of carpet, tile, and floor care including daily cleaning, heavy extraction, and interim cleaning.
