Assistant Housekeeping Manager

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Scope of Position:

This position exists to coordinate and guide the activities of the Housekeeping departments in providing the highest level of comfort & hospitality to guests and ensure impeccable standards of cleanliness and hygiene in all hotel areas, as per international standards, thereby achieving maximum guest satisfaction and organizational profitability in an atmosphere of teamwork and high employee morale.

Responsibilities:

• To promote a helpful and professional image to the Customer with full cooperation when requiring assistance, ensuring a prompt, caring and helpful attitude.
• To strive and anticipate the customers needs whenever possible to enhance quality service, and in turn enhance customer satisfaction.
• To give full cooperation to any employees requiring assistance in a prompt, caring and helpful manner.  To be flexible in assisting around the Hotel in response to the business and customer needs.
• To maintain regular and effective communication with the Team.  Also, attend Hotel Meetings when required or in absence of Housekeeping and Laundry Manager and Executive Housekeeper.
• Together with the Housekeeping and Laundry Manager assist Executive Housekeeper to develop and maintain quality training and coaching in a systematic and professional way to ensure consistent delivery of the product service standards.
• To assist the Executive Housekeeper to manage the recruitment of employees scheduling and planning of departmental rosters, departmental orientation employees and training schedules.
• To assist in creating an environment which promotes employees’ morale that encourages employees to have pride in their department and their skills ensuring maximum efficiency.
• Assist the Executive Housekeeper identify where to appraise employees at least every six months, identifying developmental needs from employees’ appraisals ensuring maximum support received.
• Assist the Executive Housekeeper to address development needs identified from appraisal and to maximize areas of strength.
• To deliver Departmental Service Standards aligned to ACCOR Brand Standards.
• To identify and report hazards and maintenance requirements in the workplace and follow through with your Executive Housekeeper and/or other Heads of Department to ensure no defects.
• To comply with statutory and legal requirements for fire, health, and safety within your department.  Check that members of your Department are also aware of these requirements and are working in accordance to them.
• Communicates to employees the importance of meeting customer as well as regulatory & statutory needs.
• Ensures the availability of resources to carry out all tasks.
• Ensures customer requirements are determined and met.
• Actively promotes an awareness of customer requirements throughout the organization.
• Ensures that responsibilities and authorities are defined and communicated within the organization.
• Ensures appropriate communication processes are established.
• Determines the necessary competence for employees and provide training or other actions to satisfy these needs.
• Ensure that employees are aware of the relevance and importance of their activities and how they contribute to the department objectives.
• Understands and is aware of all fire and safety procedures.

Administrational

• Ensures that all department reports and correspondence are completed punctually and accurately.
• Ensures proper control of the keys allocated to the housekeeping department.
• Ensures proper handling and control of lost and found.
• Ensures proper requisitioning and controlling of supplies.
• Ensures proper assignments of work to housekeeping employees.
• Ensures effective control of linen (receiving, recording and storage)
• Monitors through regular inventories and analysis of losses.
• Assists the Executive Housekeeper to reviews and updates Departmental Performance Plan on a regular basis.

Operational

• Recommends changes in policies, methods, equipment on staff to improve Departmental standards/ productivity and ensures implementation on the same.
• Helps EHK in the implementation of major changes in all hotel areas, to achieve organizational objectives.
• Assist in preparing operational and expenditure budgets for Housekeeping.
• Coordinates repair and maintenance schedules of rooms.
• Responsible for usage of all departmental master keys and mini bar keys.
• Guides and advises EHK on key performance indicators of employees in the department and ensures measurement of the same.
• Ensures cleanliness and hygiene standards in all hotel areas.
• Recommends aesthetic standards for quality up gradation of Housekeeping products, amenities and services.
• Ensures adherence to company and hotel policies on all departmental employees.
• Checks and controls the availability and proper usage of supplies & material.
• Ensures maintenance and upkeep of garden areas and indoor/ outdoor plants as per international standards.
• Ensures aesthetic standards of flower arrangements in the hotel.
• Ensures quality laundering and dry cleaning of guest and house linen through effective coordination of laundry department.
• Ensures adherence to international standards of hygiene and cleanliness in all areas (guest, heart of the house).
• Supervise the linen inventory quarterly.
• Checks and prepare yearly SNAG list for Public Area and Rooms.
• Ensure that task is given properly to Public Area and Rooms daily.
• Handle all service matters to guests in the station
• Check all VIPs room, check-out rooms and guest rooms
• Show fullest cooperation within the team and other departments
• Attend training classes as per schedule
• Be aware of the daily hotel activities and has product knowledge of all the hotel facilities

Employee Handling

• Ensures that all employees report for duty punctually wearing the correct uniform and name badge at all times.
• Assists in the building of an efficient team of employees by taking an active interest in their welfare, safety, training and development.
• Ensures that the employees are given proper awareness training as to the ACCOR ALLSAFE Programme.
• Monitors the result of monthly Trust You results and maintaining positive feedback by consistently provided quality service to our guests.

• Comes up with training plan that will enhance employees performance and motivate them to be more effective in their work.
• Ensures that all employees have a complete understanding of and adhere to the hotel’s policy and procedures.

Training & Quality

• Ensures department employees are fully trained
• Attends behavioral and vocational training in own and related work areas so as to enhance skills and develop multifunctional.
• Personally, conducts key trainings.
• Uses the appraisal system to review the performance of direct subordinates and determines their development needs.
• Counsels subordinate impersonal and work-related matters.
• Guides and trains staff on development of correct operational skills.
• Keeps themselves updated on latest trends and technological developments.
• Control department forms and records according to the Hotel and Brand Standards for Document Control.

Other Duties

• Liaises with the Food and Beverage outlet managers for any special requirements.
• Performs other duties and task as required for smooth operation of departments.
• Responds to any changes in the housekeeping function as dictated by the hotel.
• Coordinates with Engineering, Front Office, Stores etc. for all operational and guest related matters.

• Minimum 2 years of experience in a management level position in a 5 Stars hotel. 
• Experience in luxury hotel/resort environment preferred.
• Good command of English in both oral and written.
• Working knowledge of Microsoft Office (Excel, Outlook, PowerPoint, Word) and Opera PMS.
• High level of confidence and strong interpersonal skills to handles all levels of communication to colleagues and guests.
• Able to resolve problems and make decisions confidently.
• Uses sensitivity and discretion in supporting guests’ needs.
• Leadership skills – collaborative, enabling, and entrepreneurial.
• Career focused, wanting to grow and develop, self-motivated.

• Maintains a presence as requested at hotel / department meetings and committees
• Complies at all times with brand required standards and regulations to encourage safe and efficient hotel operations

• Handle Guest concerns and react quickly, logging and notifying proper areas to service them
• Actively participate in daily briefing, daily warm up and department meetings
• Ensures Room Attendants are informed daily about VIPs, extras – priority in their section
• Ensures check-out rooms are returned in a timely manner
• Verifies rooms with Privacy Please indicators and co-ordinate make up with Room Attendants
• Assists with and lead Room Attendant, Turndown Attendant, and House Attendant with daily duties
• Train and coach colleagues on expected standards of service
• Conducts daily inspections of guestrooms and floors
• Be knowledgeable on all current guest services and events in the hotel
• Inspects show rooms, guestrooms, guest elevator foyers, storage and supply rooms, and Room Attendant's carts and closets to ensure the quality of work of the Housekeeping team   
• Notify Room Attendant/House Attendant of any deficiencies found, and return to correct when applicable. Re-inspect corrected room.
• Physically check discrepant rooms to ascertain status. Confirm status of all rooms at end of day.
• Reports  any damage, special cleaning, change of soft furnishings etc. to the relevant department/s on any issues in all areas of the hotel
• Confirm that all daily duties are completed to standard by: Room Attendants and House Attendant
• Must be able to perform all Room Attendant and House Attendant duties
• Work with all Housekeeping staff to maintain and improve guest service scores
• Ensures all guestrooms have proper furniture; fixtures and amenities and that all set standards for placement are being followed

• Ensures all Lost and Found items are sent to Security.
• Ensures any Health/Safety matters are reported and followed up
• To conduct proper handover with each day Floor Supervisor to keep seamless information flow
• To check any late check outs and non-checked rooms for update before 6pm