Executive Housekeeper
Rosewood Hotels and Resorts
Job Description
Ensures all Housekeeping associates deliver the brand promise and provide exceptional guest service at all times.Ensures all Housekeeping associates also provide excellent service to internal customers in other departments as appropriate.Ensures that all Housekeeping associates are aware of current promotions, policies and other important information.Ensures that all Housekeeping are familiar with the hotel’s products and services.Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.Maintains positive guest and colleague interactions with good working relationships.Personally, and frequently verifies that guests are receiving the best possible in-room service.Financial
Endorses all purchase requests and invoices for Housekeeping related expenses.Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.Maximises associate 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.Ensures 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.Assists in monthly reforecasting, as appropriate.Assists in the preparation of the Annual Business Plan for Rooms.Ensures all relevant hotel, company and local rules, policies and regulations relating to financial record keeping are adhered to, including the timely and accurate reporting of financial information.Prepare annual Housekeeping (FF&E) and Operating Equipment Budget in consultation with Management.Prepare annual Wardrobe Budget and controls maintenance and issuance of uniforms.Operational
Ensures the smooth and efficient running of the Housekeeping department, ensuring that all the policies and procedures outlined in the Departmental Operations Manual are strictly adhered to.Be responsible for the inventory of guest supplies, cleaning supplies, printing and stationary for the rooms, linen, etc.To make sure to trace repeated amenities & make up service requests from hotel & residence roomsCarries out inventory-taking of supplies and operating equipment as required by the Finance Department.Communicates with and supervise the hotel’s contracted pest-control and other contracted companies to ensure that effective programmes are instituted and maintained.Oversees the cleanliness of guest rooms and public areas.Oversees the cleanliness of public and back-of-the house areas.Works with vendors to provide uniforms for all hotel associates.Ensures the proper handling and control of lost and found items.Conducts frequent and thorough inspections of guest rooms and Rooms areas in general together with the Front Office Manager and/or Assistant Managers - Housekeeping.Oversees 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.Works closely with the Front Office and Engineering Departments to block rooms as necessary for maintenance.Ensures all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.Conducts monthly inventory checks on all operating equipment and supplies.Controls the requisitioning, storage and careful usage of all operating equipment and supplies.Ensures laundry charges for the day are posted into the point of sale system and operated correctly.Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.Ensures Housekeeping and Laundry associates work in a supportive and flexible manner with other departments.Personnel
Oversees the recruitment and selection of all Housekeeping associates. To follow hotel guidelines when recruiting and use a competency-based approach to select associates.Oversees the punctuality and appearance of all Housekeeping associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.Plans and implements effective learning programmes for all Housekeeping associates in coordination with the Learning Manager and Departmental Trainers.Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.Develops the skills and effectiveness of all Housekeeping associates through the appropriate learning, coaching, and/or mentoring.Be responsible for the skills and effectiveness of all Housekeeping associates.Ensures work schedules reflect business needs and other key performance indicators.Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.Ensures associates have a complete understanding of and adhere to associate rules and regulations.Ensures associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.Ensures standards as stated in the Operations Manuel are maintained by the associates.Feedback the results of the Colleague Experience Survey and ensures that the relevant changes are implemented.
ABOUT OUR DEPARTMENT / TEAM
Housekeeping is an operational department in a hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and the surroundings.
THE IMPACT OF THIS ROLE
Leads all housekeeping employees, hires new employees as needed, discharges employees when necessary and take disciplinary actions when policies are not followed. Evaluates employees in order to upgrade them when openings arise. Plans the work for the housekeeping department and distributes assignments accordingly. Assigns regular duties and special duties for housekeeping staff. Schedules employees and assigns extra days off according to occupancy forecast. Maintains a time log book of all employees within the department.
KEY RESPONSIBILITIES
Administration
Oversees and assists in the preparation and updates of the Housekeeping Departmental Operations Manual.Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.Reads and updates the Communications Log Books.Ensures that individual production record book for all different linens processed on each shift are maintained and ensures that they are recorded on a daily basis.Ensures the use new technology and equipment is explored and implemented wherever appropriate.Ensures Housekeeping service standards are in accordance with the Operations Manual.Customer ServiceEnsures all Housekeeping associates deliver the brand promise and provide exceptional guest service at all times.Ensures all Housekeeping associates also provide excellent service to internal customers in other departments as appropriate.Ensures that all Housekeeping associates are aware of current promotions, policies and other important information.Ensures that all Housekeeping are familiar with the hotel’s products and services.Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.Maintains positive guest and colleague interactions with good working relationships.Personally, and frequently verifies that guests are receiving the best possible in-room service.Financial
Endorses all purchase requests and invoices for Housekeeping related expenses.Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.Maximises associate 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.Ensures 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.Assists in monthly reforecasting, as appropriate.Assists in the preparation of the Annual Business Plan for Rooms.Ensures all relevant hotel, company and local rules, policies and regulations relating to financial record keeping are adhered to, including the timely and accurate reporting of financial information.Prepare annual Housekeeping (FF&E) and Operating Equipment Budget in consultation with Management.Prepare annual Wardrobe Budget and controls maintenance and issuance of uniforms.Operational
Ensures the smooth and efficient running of the Housekeeping department, ensuring that all the policies and procedures outlined in the Departmental Operations Manual are strictly adhered to.Be responsible for the inventory of guest supplies, cleaning supplies, printing and stationary for the rooms, linen, etc.To make sure to trace repeated amenities & make up service requests from hotel & residence roomsCarries out inventory-taking of supplies and operating equipment as required by the Finance Department.Communicates with and supervise the hotel’s contracted pest-control and other contracted companies to ensure that effective programmes are instituted and maintained.Oversees the cleanliness of guest rooms and public areas.Oversees the cleanliness of public and back-of-the house areas.Works with vendors to provide uniforms for all hotel associates.Ensures the proper handling and control of lost and found items.Conducts frequent and thorough inspections of guest rooms and Rooms areas in general together with the Front Office Manager and/or Assistant Managers - Housekeeping.Oversees 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.Works closely with the Front Office and Engineering Departments to block rooms as necessary for maintenance.Ensures all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.Conducts monthly inventory checks on all operating equipment and supplies.Controls the requisitioning, storage and careful usage of all operating equipment and supplies.Ensures laundry charges for the day are posted into the point of sale system and operated correctly.Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.Ensures Housekeeping and Laundry associates work in a supportive and flexible manner with other departments.Personnel
Oversees the recruitment and selection of all Housekeeping associates. To follow hotel guidelines when recruiting and use a competency-based approach to select associates.Oversees the punctuality and appearance of all Housekeeping associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.Plans and implements effective learning programmes for all Housekeeping associates in coordination with the Learning Manager and Departmental Trainers.Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.Develops the skills and effectiveness of all Housekeeping associates through the appropriate learning, coaching, and/or mentoring.Be responsible for the skills and effectiveness of all Housekeeping associates.Ensures work schedules reflect business needs and other key performance indicators.Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.Ensures associates have a complete understanding of and adhere to associate rules and regulations.Ensures associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.Ensures standards as stated in the Operations Manuel are maintained by the associates.Feedback the results of the Colleague Experience Survey and ensures that the relevant changes are implemented.
Other Standard Responsibilities
Complies to the company policies. Works within all pre-set budgetary limits. Takes on other tasks in addition of the ones stated, in a reasonable framework. Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group. Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs Is a “brand ambassador” always and ensures brand integrity and clarity are always maintained. Models the company’s culture, vision, mission and core values always.Others
Attends and contributes to all Meetings as required. It is a recognised as a centre piece Is knowledgeable in statutory legislation in associate and industrial relations. Understands and strictly adheres to Rules and Regulations established in the Associate Handbook and the hotel's policies concerning fire, hygiene, health and safety. Ensures high standards of personal presentation and grooming. Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners and other organisations. Responds to changes in the Housekeeping and Laundry function as dictated by the industry, company and hotel. Attends learning sessions and meetings as and when required. Conducts regular audits on Outsourced Laundry Operations to ensure Brand Standards are met and maintained. Carries out any other reasonable duties and responsibilities as assigned.CRITICAL SKILLS & QUALIFICATIONS
Required Skills
Familiar with the policy and procedure of Housekeeping Familiar with each kind of room type and hotel service facilities. Familiar with each kind of service type in Housekeeping department and daily activities arrangement. Grasp the function of all equipment in Housekeeping department and capability of cleanser. Arrange assignment properly based on number of daily guest arrival. Proven or demonstrated management abilities, taking initiative, leadership, problem solving, decision making, prioritizing, delegating, training and developing subordinates, producing results, (results-oriented), goal setting.QUALIFICATION STANDARDS
EDUCATION
Minimum Diploma holder (hotel school, university and/or equivalent) preferred.EXPERIENCE
Executive Housekeeper (minimum 3 years).
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