Assistant Housekeeping Manager

Main Duties:

Customer Service

• To ensure that all Housekeeping team members deliver the brand promise and provide exceptional guest service at all times.
• To ensure that Housekeeping team members also provide excellent service to internal customers as appropriate.
• To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily

Operational

• To be responsible for the inventory of guest supplies, cleaning supplies, printing and stationary for the rooms, linen, uniforms, etc.
• To communicate with the Purchase department to ensure the timely ordering and receipt of additional stock as required.
• To carry out inventory-taking of supplies and operating equipment as required by the Finance Department.
• To communicate with and supervise the hotel’s contracted pest-control and other contracted companies to ensure that effective programs are instituted and maintained.
• To ensure the cleanliness of guest rooms and public areas.
• To ensure that no defect or dirty rooms are sold to a guest.
• To provide clean and presentable uniforms for all hotel team members.
• To assist the Food and Beverage department as and when necessary.
• To ensure the proper handling and control of lost and found items.
• To conduct frequent and thorough inspections of guest rooms and Rooms areas in general, together with the Lead Hosts.
• To ensure that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are prepared with the appropriate welcome and other amenities.
• To work closely with the Gallery and Engineering Department to block rooms as necessary for maintenance.
• To respond to the results of the Consumer Audit and ensure that the relevant changes are implemented.
• To work closely with other departments in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• To make sure the right amount of people are schedules for the daily occupancy of the hotel. Both when working with an outsource company and when working with internal Housekeeping team members.
• To assist in the recruitment and selection of all Housekeeping team members. To follow hotel guidelines when recruiting and use a competency-based approach to selecting employees.
• To conduct annual Performance Development Discussions with Housekeeping team members, to support them in their professional development goals.
• To develop the skills and effectiveness of all Housekeeping team members through appropriate training, coaching, and/or mentoring.
• To ensure that team members follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
• To feedback the results of the Employee Engagement Survey and ensure that the relevant changes are implemented.
• To maintain strong, professional relationships with the relevant representatives from vendors (suppliers), competitor hotels and other organisations.
• Adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
• To attend training sessions and meetings as and when required.

Administration

• To oversee and assist in the preparation and update of the Housekeeping Departmental Operations Manual.
• To conduct regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
• To ensure that the use of new technology and equipment is explored and implemented wherever appropriate.

Financial

• To maximize the team productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
• To ensure that Housekeeping operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.
• To assist in the preparation of the Annual Business Plan for Rooms.

• To assist in monthly reforecasting, as appropriate.
• To ensure that all relevant hotel, company and local rules, policies and regulations are adhered to.