Housekeeping Manager

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• Change Management – Generates activity and seeks new challenges to improve work performance; Demonstrate an optimistic outlook and recovers quickly from failure.
• Commercial Awareness – Shows awareness of markets and ensures up-to-date knowledge of competitive environment; Demonstrates an awareness of new business opportunities and seizes and acts upon them; Is aware of financial issues such as revenue enhancement, costs, profits / losses cash flow etc; Identifies opportunities to ensure sustainable profit growth is achieved through implementing cost-effective methods.
• Decision Making – Makes sound decisions quickly under pressure; Takes calculated risks based on adequate information and analysis; Makes a rational, balanced judgments on the basis of available information.
• Managing the Work of others – Works with an orientation to the future; Sets clear, appropriate, and well defined, quality objectives; Encourages others to comply with legal and personal obligations; Plans while taking into account change and possible difficulties; Provides teams with clear direction and keeps them focused on tasks; Actively supports autonomy and empowerment through appropriate delegation of work; Sees projects through to completion; ensures key objectives are met.
• Motivating and Influencing Others – Creates a climate of teamwork by encouraging harmony, co-operation and communication; Cares for others by monitoring their well-being; Inspires a positive attitude to work among subordinates and persuades others so that they can adjust their positions and readily gains agreement and support from others; Respects the contributions of others.
• Organisation Savvy – Maintains awareness of organizational structure and goals; Accurately identifies and effectively presents the key points of an argument; Promotes ideas; Establishes links with people within and outside the business and uses this network for the organisation’s advantage.
• People Development – Encourages a culture of continuous personal and worked-related improvement through own actions and ensures learning from successes and failures; Guides and coaches staff; Passes on personal expertise and draws on the diverse backgrounds, skills and knowledge of people while defining and reinforcing standards and appropriate behaviour.
• Problem Solving – Reconciles conflict and probes for information for more in-depth relevant information for decision-making; Analyses numerical data and relevant sources of information in order to draw appropriate conclusions and check facts to establish causes and effects; Produces new ideas and a rang of solutions to meet the demands of the situation.
• Strategic Orientation – Selects the most appropriate tactic(s) from a range of alternatives and conveys the plan to others; Sets organisational strategy in line with organizational vision and uses multiple, relevant resources to achieve objectives; Negotiates with a variety of approaches.  

Main Duties and General Scope of Role:

Operational

• Ensure the Housekeeping operates successfully and in accordance with the standard of the hotel

• Ensure that all daily guest rooms for arrivals are checked in advance and welcome amenities are appropriately set up
• Ensure that all rooms are cleaned accordingly to arrival time
• Work closely with Front Office and Engineering Department to ensure that rooms are blocked accordingly for maintenance
• Ensures strict control of room keys for guests and other departments.
• Conduct frequent and thorough inspections together with the Asst Front Office Manager and other designated associates from Front Office Department.
• Ensures Housekeeping operates with a sales attitude, and all personnel are aware of sales opportunities within the hotel, which will assist, with the maximisation of revenue.
• Keeps senior management informed of any risk or opportunity in relation to the pre-set performance figures.
• Ensures all Housekeeping personnel are aware of all room sales revenue targets and are kept informed of performance results.

• Assigns responsibilities to Team leaders - Housekeeping.
• Deploy staff to specific areas.
• Coordinate and liaise with other related Departments.
• Makes daily inspection of all areas, including public areas, guest floors, and guest rooms to ensure cleanliness and the maintenance of the premises.
• Oversee inventory of room linen  and Uniform with Team Leader -Housekeeping.
• Check and control the overall operating expenses.
• To monitor/oversee on job order issued to Engineering Department.

• Establish rapport with guests maintaining good customer relationship and handle guest complaints, requests and enquiries on Housekeeping services
• Personally and frequently verify that guests’ stay are receiving the best possible service in line with Accor standards.
• Ensure that all V.I.P / Long Stay guests’ needs are met throughout their stay
• Ensure that guest history records are up to date at all times
• Oversee Laundry operations and ensure that Accor Brand Standards are met in terms of quality of service and product
• Ensure the maintenance of back of the house areas and employee facilities like Locker Rooms.
• Constantly aware of new market trends and activities of competitors ensuring that the operation is always one-step ahead of the competition.
• Support the implementation of a consistent guest recognition programme and maintain a relevant guest database

Administration

• Assists with the development and maintenance of a detailed Department Operations Manual that reflects policies and procedures, work processes and standards of performance within the Housekeeping. Ensures annual review to accurately reflect any changes.
• Assists with the preparation of the annual Rooms Business Plan ensuring Housekeeping Objectives fully address business objectives of the hotel and needs of employees.
• Assists with the preparation and regular update of the Housekeeping Departmental Budget, in close cooperation with the General Manager and Asst Front Office Manager ensuring targets are met and costs are effectively controlled.

• To ensure that service standards are in accordance with operation manual.
• To initial daily weekly and monthly signature list vacation, overtime, invoices and bills.
• To liaise the suppliers and contractors related to Housekeeping issues.

Payroll and Productivity Management

• Exercises efficient Payroll Management/Resource allocation through the establishment of a flexible workforce throughout the Housekeeping. This will be based on the principles of a flexible employee base (Full Time and Part Time employees), multi-skilling and multi-tasking
• Directs subordinates to ensure productivity meets standards given in accordance with Accor  Housekeeping Operations Manual.
• Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment
• Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system

People Management

• Recruit, select and develop Housekeeping employees to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.
• Through hands on management, supervise closely all Housekeeping employees in the performance of their duties in accordance with policies and procedures and applicable laws
• Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained
• Instill the Training philosophies of the company and work closely with the Asst Manager Human Resources developing Departmental Trainers, ensuring that all Supervisors take an active role in the training and development of employees
• Develop and assist with training activities focused on improving skills and knowledge

• Ensure employees have a complete understanding of rules and regulations, and that behaviour complies
• Monitor employee morale and provide mechanisms for performance feedback and development
• Conduct annual Performance Appraisals providing honest and appropriate feedback

• Effectively communicate guiding principles and core values to all levels of employees

General

• Attend/Conduct daily morning briefing.

• Attends and contributes to all Meetings as required
• Ensure all employees provide a courteous and professional service at all times
• Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
• Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to rules and regulations established in the Employee handbook and the hotels policies concerning fire, hygiene and health and safety
• Take an active involvement in the Welfare, Safety, Development and well being of employees providing advice, counselling and truthful, diplomatic feedback

• Ensure high standards of personal presentation and grooming
• Maintains positive guest and colleague interactions with good working relationships.

• Exercise responsible management and behaviour at all times and positively representing the hotel management team and Accor India .

• Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company

Other Comments:

• The incumbent is encouraged to actively network within the hotel community.
• Excellent communication channels are to be maintained with other Accor Housekeeping Team Members

• Facilitates the functioning of and / or oversees the functioning of Front Office Department or any other Department in the Hotel when necessitated by circumstances and as mandated by the General Manager. This would be over and above regular stipulated responsibilities and duties

Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits