Job Description:
- Direct, manage and control housekeeping operations and staff, whether insourced or outsourced, to fulfil operational requirements, and adhere to service quality and standards to deliver customer experience and achieve customer satisfaction.
- Ensure all staff follow the company policies, guidelines, work processes and standard operating procedures and provide guidance to junior staff and/or new hires to ensure all staff adhere to the requirements.
- Plan and review daily to ensure sufficient support and manning to meet occupancy demands and sudden surge in occupancy during peak seasons.
- Attend inter-department meetings and liaise across departments to adequately plan and administer housekeeping services and activities.
- Communicate performance expectations in accordance with job descriptions for each position and monitor performance for every quarter performance appraisal and feedback.
- Ensure Housekeeping staff always follow established safety regulations in the use of equipment and supplies.
- Direct Housekeeping staff and/or contracting vendors such as public area cleaning, pest control and laundry in the fulfilment of providing timely housekeeping functions within budget.
- Maintain cleanliness of back offices, perform regular inspections of residents and common areas for sanitation, order and safety. Conduct site-walk daily to ensure the upkeep of the building and public areas.
- Inspect storage rooms, utility, and janitorial closet, etc., for upkeep and supply control.
- Inspect cleaning tools and equipment to ensure they are in functionable condition.
- Practice good inventory management and control to maintain housekeeping supplies and equipment stocks at optimum level to meet day-to-day operational requirements. To raise purchase order timely and understand the fulfilment processes.
- Propose scope of work and maintain contracts and procedures for housekeeping laundry, pest control, public area cleaning and landscaping services. To monitor and maintain good records to support vendor evaluations and renewals.
- Monitor Housekeeping/Laundry services and activities with vendors and ensure monthly billing reconciliation are carried out timely.
- Carry out monthly stock take for household items, cleaning chemicals, guest amenities, linen, etc. in compliance with SOP.
- Cooperate with Front Office/Management Office on guest requests, coordinate and respond promptly to meet service standards and guidelines.
- Support CARE program to rejuvenate our apartments at least once a year.
- To make available a minimum of one show flat of each category for potential viewing by customers. May need to standby VCI units for last minute walk-in bookings, OOO apartments temp-use, etc.
- Support Random Act of Wonders (RAW) to build customer experience.
- Direct and support staff in meeting monthly quota on guest compliments. Work out with team and drive results.
- Process payables efficiently, according to policies and procedures.
- Prepare and plan the Housekeeping's budget and submit to Area General Manager for review and approval during budget.
- Review and plan continuing education opportunities for personal and team growth and development.
- Seek out new methods and principles and incorporate them into existing housekeeping practices for the betterment of business and operational efficiency. Such improvement recommendations will be concurred at group level to ensure all properties are updated and aligned.
- Participate in Housekeeping Task Force at group level to review productivity issues, housekeeping challenges, recommendation and sharing on housekeeping initiatives that promote productivity, process improvement and innovation.
- Enhance Housekeeping CEI score by making good faith effort to recruit, select, develop and retain employees to deliver excellent services to our guests. CEI efforts will be discussed at group level for adoptability and alignment.
- Support shared services which may include but not limited to coaching, mentoring, leading and/or guiding 2 or more junior housekeepers who hold HOD position in their place of work to excel in their Housekeeper role, and to becoming an experienced Housekeeper.
- Require analytical skills to prepare reports.
- Participate in planning, preparation and opening of new serviced residences.
- Prepare manpower budget at group level for budget exercise.
- Perform other job duties and projects as directed.
Job Requirements:
- Diploma or equivalent.
- Minimum 5 years of experience with at least 2 years in similar capacity in Serviced Residences/Hotel Housekeeping.
- Strong in Technical & Operational knowledge.
- Proactive, meticulous and able to perform strenuous activities and handle heavy load.
