Assistant Housekeeping Manager

Every Sofitel team member is an Ambassador. An Ambassador represents Sofitel’s brand and its values, at all times. The Sofitel Ambassador will establish relationships and foremost, the Sofitel Ambassador will deliver an exceptional guest experience and promote French excellence.

MAIN DUTIES:

• To assist the Executive Housekeeper in overseeing the Housekeeping operations, including the Laundry and the Internal Communication Center, ensuring that the hotel standards and procedures are fully known and followed.
• To ensure that all the rooms are prepared and inspected as per standards and according to guest requests and needs, including the Turn Down service.
• To ensure that the flower decorations in the rooms and public areas are always maintained as per the required standards.
• To ensure the up keeping of all the front of the house, including the hotel entrance.
• To ensure the up keeping of all the designated back of the house areas.
• To check regularly the night shift for cleaning.
• To ensure appropriate stock level for the smooth run of the Housekeeping and to approve requisitions accordingly.
• To ensure that the inventories of linen, uniforms and other applicable items are done and recorded as scheduled.
• To supervise the Pest Control service as per established areas and schedules.
• To implement housekeeping related HACCP procedures.
• To be involved in sustainable development and to apply energy and waste management.
• To supervise cost control and to suggest saving programs.

• To ensure all linen and uniform management and handling procedures are respected.
• To implement Focus and other financial procedures.
• To supervise and control Lost and Found, maintain records and mail packages to clients.
• To be aware of all VIPs visiting or staying in the hotel. To personally inspect VIP rooms.
• To make regular room and public area inspections. To follow up on the Out of Order and Out of service rooms.
• To ensure a close co-ordination with the Front Office, Engineering, Food and Beverage as well as the Guest Relation regarding usual and unusual guest requests.
• To review the Night Audit reports related to the Housekeeping.
• To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any dysfunction.
• To ensure a proper coverage and supervision of the Housekeeping sections at all times.
• To set performance targets for all associates and constantly monitor and increase staff productivity.
• To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
• To ensure the strict control of room keys and section keys.
• To implement and follow up daily check lists.
• To respect schedules, terms and deadlines as agreed with the Management.
• To ensure that all team members are aware of the outlet timings and promote the internal activities and events.
• To ensure that all team members are updated with the latest administrative, organizational, operational or other changes and news.
• To conduct a daily line up briefing with the Housekeeping supervisors to recapitulate tasks and activity.
• To share daily activity highlights with the Executive Housekeeper, including internal and external guest opportunities.
• To assist the Executive Housekeeper in fulfilling administrative responsibilities and monitoring activities. To replace her whenever needed.
• To ensure the Accor loyalty programs are promoted and to build strong and long-term relationships with the guests.
• To be an ambassador of the Housekeeping and of the hotel, in and outside the work place.
• To ensure that all guests enjoy their stay being offered the finest personal service.
• To escort the guests rather than pointing out directions.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To act as a representative of the Management when dealing with guest complaints or if a member of the Housekeeping team is facing difficulties that she/ he cannot solve on her/ his own.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
• To call the Executive Housekeeper or the DOR for advice in serious cases or if an approval is required.
• To be fully aware of and to report all guest comments or complaints.
• To ensure that Guest History records are accurately followed-up.
• To ensure a proper use of the telephone etiquette as per Sofitel standards.
• To interview potential candidates and to assist in new employees integration in liaison with the HR Department.
• To create an atmosphere of high morale and a happy working relationship among the staff.
• To conduct staff evaluations and surveys. To develop staff motivation and performance through action plans. To be involved in staff retention and satisfaction.
• To ensure trainings and regular “refresher” courses are conducted and attended as scheduled.

Other Duties:                      

• To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development. Ensure you encourage them to maintain good relationships with their colleagues and all other departments.
• To ensure that all employees report for duty punctually wearing the correct uniform/attire and nametag at all times. And to ensure they maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.        
• To ensure that all employees provide a friendly, courteous and professional service at all times.
• To assist in the training of employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner.
• To supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the Hotel and Department Operations Manual.
• To ensure that the Department's operational budget is strictly adhered to and that all costs are controlled and expenditure approved.
• To ensure that you and all the employees read the hotel's Employee Handbook and 
• To implement and follow up daily check lists.
• To respect schedules, terms and deadlines as agreed with the Management.
• To ensure that all team members are aware of the outlet timings and promote the internal activities and events.
• To ensure that all team members are updated with the latest administrative, organizational, operational or other changes and news.
• To conduct a daily line up briefing with the Housekeeping supervisors to recapitulate tasks and activity.
• To share daily activity highlights with the Executive Housekeeper, including internal and external guest opportunities.
• To assist the Executive Housekeeper in fulfilling administrative responsibilities and monitoring activities. To replace her whenever needed.
• To ensure the Accor loyalty programs are promoted and to build strong and long-term relationships with the guests.
• To be an ambassador of the Housekeeping and of the hotel, in and outside the work place.
• To ensure that all guests enjoy their stay being offered the finest personal service.
• To escort the guests rather than pointing out directions.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To act as a representative of the Management when dealing with guest complaints or if a member of the Housekeeping team is facing difficulties that she/ he cannot solve on her/ his own.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
• To call the Executive Housekeeper or the DOR for advice in serious cases or if an approval is required.
• To be fully aware of and to report all guest comments or complaints.
• To ensure that Guest History records are accurately followed-up.
• To ensure a proper use of the telephone etiquette as per Sofitel standards.
• To interview potential candidates and to assist in new employees integration in liaison with the HR Department.
• To create an atmosphere of high morale and a happy working relationship among the staff.
• To conduct staff evaluations and surveys. To develop staff motivation and performance through action plans. To be involved in staff retention and satisfaction.
• To ensure trainings and regular “refresher” courses are conducted and attended as scheduled.

Training and Human Resources

• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.
• Identify and deal with issues that may cause cross cultural conflict or misunderstanding.

Miscellaneous

• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
• Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.

Confidentiality

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policy
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. 

To be fully conversant with:

• Hotel fire procedures
• Hotel security procedures
• Hotel Health and Safety policy and procedures
• Hotel Facilities and attractions
• Hotel standards of operation and departmental procedures
• Sofitel Keys of Luxury and Appearance guidelines
• Sofitel “BE Magnifique” vision and its corresponding strategies
• Methods of accepted payment of the company
• Short and long term company marketing promotions

• Proven experience as an Assistant Housekeeping Manager or in a similar role within the hospitality industry
• Experience in luxury hotels or resorts is highly preferred
• Strong leadership and team management skills with the ability to motivate and inspire staff
• Excellent attention to detail and a commitment to maintaining high cleanliness standards
• Superior customer service skills with a focus on anticipating and exceeding guest expectations
• Proficiency in hotel management software and MS Office applications
• Outstanding communication and interpersonal skills
• Ability to work flexible hours, including weekends and holidays
• Physical stamina to stand and move around the hotel for extended periods
• Knowledge of safe handling and management of cleaning chemicals
• Problem-solving skills and the ability to make quick decisions in a fast-paced environment
• Familiarity with housekeeping best practices and industry standards

• Minimum 1 year of experience in the same or similar role
• Prior experience working with Opera or a related system
• Strong interpersonal and problem solving abilities
• Fluency in English, additional languages are a plus