- Assist the Executive Housekeeper and Assistant Housekeeper in planning and organizing the housekeeping department, all public areas, guest rooms, laundry and linen.
- Ensure that all Housekeeping duties are carried out to the highest standard in order to provide guests with maximum efficiency of service and comfort.
- Monitor the Housekeeping ambassadors’ performance to ensure that guests receive prompt and courteous service.
- Supervise the ambassadors within the department, and ensure that the correct standards and methods of service are maintained as stated in the Department's Operations Manual.
- Inspect guest rooms in all Housekeeping areas on a regular basis to ensure that the furnishing, facilities and equipment are clean and in good repair, well maintained and replaced or refurbished as required.
- Assist to plan and organize regular departmental training for all ambassadors, especially new ambassadors, paying particular attention to courtesy, efficiency, service standards, grooming, diplomacy and actual job knowledge.
- Prepare weekly staffing schedules, monitor ambassador attendance and conduct labour planning to meet with activity in the Hotel so as to maintain cost effectiveness.
- Assist to prepare various monthly reports and submit them to the Executive Housekeeper.
- Ensure that room cleaning productivity is monitored closely and maintained
- Assist the Executive Housekeeper and Assistant Housekeeper in the daily checking of guest rooms and public/Heart of House areas to specified performance standards.
- Maintain an accurate and proper inventory of all stocks, guest supplies, linens etc to prevent pilferage or loss of any nature.
- Ensure that the incidents and procedures of “Lost and Found” properties are properly recorded and stored accordingly.
- Assist the Executive Housekeeper and Assistant Housekeeper in ensuring ambassador development through regular follow ups, taking on board both positive and constructive feedback.
- Doing performance reviews as part of KPI and follow through the actions required for team development.
- Accountable for the proper usage of all equipment and their periodical servicing to ensure efficient working conditions.
- Be engaged in ambassador empowerment by mentoring and coaching key motivated ambassadors.
- Assist the Executive Housekeeper and Assistant Housekeeper in sustaining the Planet 21 program initiatives within the department and throughout the Hotel.
- Handle or resolve all guest complaints, establish amicable relations with guests of the hotel, looking after their needs and comforts at all times.
- Monitor productivity of the team. Motivate and support them, lead by example, help them to reach targets in place.
- Process timesheets to meet deadlines, ensuring accuracy.
- Openly communicate with ambassadors, ensuring regular briefings occur and all relevant information is passed on. Ensure you give the team feedback.
- Take responsibility to ensure all required tasks are completed accurately and within given time frames. Ensure a concise hand over.
- Ensure required levels of stock are available and order to par levels if necessary.
- Ensure all department equipment and work areas are maintained to a high standard.
- Ensure security of guest rooms and keys.
- Assist with regular stocktaking.
- Liaise with Front Office and Engineering regarding “ready” rooms ensuring guest requirements are met.
- Any other reasonable request within your range of competence as required by your Supervisor or Management.
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