Room service Assistant Manager

Portaluna, a Morgans Originals Hotel

Morgans Originals are original hotels with original stories. We stand for vibrancy, intrigue and iconic details, celebrating the feeling of an infinite Friday night, when anything can happen, no matter what day of the week it is. By balancing a refined outlook with the best lifestyle programming, we capture the excitement of being in-the-know -- connecting people to the city, the culture and the moment.

This is an exciting new position within Ennismore’s growing portfolio of lifestyle brands, representing the first Morgans Originals hotel in Egypt.

· Oversee Daily Operations: Assist in managing daily housekeeping operations, ensuring that rooms and public areas are cleaned and maintained to the highest standards.

· Room Readiness: Monitor room cleaning schedules to ensure rooms are ready for guest check-in and meet quality standards. Assist in prioritizing high-traffic areas or special requests for room preparation.

· Public Area Maintenance: Ensure that public areas, including hallways, lobbies, bathrooms, and facilities, are kept clean and well-maintained throughout the day.

Team Leadership & Development:

· Supervise Housekeeping Team: Supervise housekeeping staff during shifts, providing guidance, support, and training to ensure high performance and adherence to cleaning standards.

· Training & Development: Assist in training new team members and provide continuous coaching to enhance service delivery. Conduct performance reviews and identify areas for improvement.

· Team Scheduling: Help manage shift schedules for housekeeping team members to ensure adequate coverage during peak times and to optimize operational efficiency.

Quality Control & Inspections:

· Inspect Rooms & Facilities: Regularly inspect guest rooms, suites, and public areas to ensure they meet the luxury standards of Banyan Tree. Conduct spot checks and address any areas of concern.

· Quality Assurance: Monitor cleanliness standards, ensuring all staff members follow proper cleaning procedures and quality control measures. Correct and provide feedback on any discrepancies.

Inventory & Supplies Management:

· Inventory Control: Monitor housekeeping inventory levels, including cleaning supplies, linen, and guest amenities. Ensure items are stocked and ordered timely to prevent shortages.

· Laundry Operations: Oversee the laundry department’s activities, ensuring the proper handling and cleaning of linens and uniforms. Ensure the quality of laundry service meets hotel standards.

Guest Service & Relations:

· Guest Requests: Handle guest requests related to housekeeping, such as additional amenities, room preferences, or special cleaning requirements. Ensure timely and efficient responses to requests.

· Problem Resolution: Address and resolve any guest concerns related to cleanliness, room maintenance, or housekeeping service with professionalism and urgency.

Health & Safety Compliance:

· Maintain Health & Safety Standards: Ensure all cleaning and maintenance procedures comply with health and safety regulations. Conduct training sessions for staff on safe chemical handling, emergency procedures, and proper use of equipment.

· Hygiene & Cleanliness Standards: Ensure the hotel’s cleanliness, hygiene, and sanitation standards are upheld, in line with company policies and local regulations. Monitor and enforce cleanliness in all guest-facing areas.

Administrative Support & Reporting:

· Daily Operations Reporting: Assist in preparing reports on departmental activities, including occupancy levels, staff performance, inventory usage, and guest satisfaction scores. Submit daily reports to the Housekeeping Manager.

· Budget & Cost Control: Support the Housekeeping Manager in managing department costs and adhering to the housekeeping budget. Track expenses, including cleaning products and laundry services, to ensure cost efficiency.

Collaboration with Other Departments:

· Cross-department Coordination: Work closely with the Front Office, Engineering, and other departments to ensure the smooth running of hotel operations. Ensure rooms are serviced and prepared according to guest check-in schedules.

· Issue Resolution: Collaborate with engineering, and front desk teams to quickly address and resolve issues related to room maintenance, equipment, or guest concerns.

Additional Responsibilities:

· Perform any other duties or responsibilities as assigned by management to support the effective operation of the department and the broader goals of the property.

People & Culture

Employee Relations

· Foster a positive and structured work environment which encourages the successful operation of the business, calling upon the necessary processes to deal with disciplinary, grievance and workforce change situations.

· Work alongside with the People & Culture leader to investigate, document and administer corrective action immediately and effectively to reach the mutual goals of the business and the Heartist.

Recruitment

· Hire new Heartists in conjunction with the People & Culture Leader through INES.

· Use the interview guides provided and Talent Meter to gain further information on any potential candidate.

Employee Engagement and Communications

· Strive to increase Heartist engagement by promoting a positive work environment where each Heartist is informed and proactive about the overall business goals. Ensure the consistent delivery of business and associate information with transparency so that each Heartist understands how they contribute to the company’s success. This will include working on the Employee Engagement Survey (EES) and People & Culture Audit. Ensure the EES Champions for the hotel/departmental action plans in order to increase Heartist engagement and improve EES scores year on year.

· Represent the organization as an exemplary ambassador the Accor All Inclusive - Heartist Service Culture.

· Labour Turnover to be closely monitored and proactive actions taken with regards to trends and suggestions to People & Culture leader as well as Hotel Manager/General Manager.

Learning & Talent Development & Performance Management

· Ensure bi-annual Talent Review process is conducted and associated documentation maintained to the required standard.

· Facilitate the performance management cycle from probation reviews, annual performance reviews, development plans as well as on the job training.

· Ensure Departments have adequate Departmental trainers, and these are well utilised.

· For all supervisory positions have a transparent development programme in place in conjunction with the Talent & Culture leader as well as Learning & Development.

· Development of direct reports to give them ongoing feedback and development.

· Contributes to the morale and team spirit of the hotel by maintaining effective relationships with colleagues.

· Performs additional duties as directed by supervisors.

· Makes appropriate suggestions and recommendations to supervisors for the general improvement of the hotel.

· Is fully conversant with all health and safety, fire and emergency procedures.

· Maintains a high standard of personal hygiene, dress, uniform, and body language.

· Is polite and professional in any situation where the image or regulation of the hotel is represented.

· Attends meetings and training as required by supervisors.

· Ensures that all activities are carried out honestly, ethically, and within the parameters of local Law.

· Interacts with guests actively soliciting feedback.

Finance

· The activities and contribution of the role will impact the performance of the hotel.

· They will act on behalf of the business to work through complex situations and reduce risk, interpreting and implementing company policies and employment legislation as appropriate.

· They will be required to exercise sound judgment and integrity at all times to ensure confidentiality of protected information.

· Be fiscally competent in budgeting, forecasting including the commentary that goes with the documents/meetings.

· Demonstrate full awareness of departmental budget/P&L and work towards achieving it by minimizing expenses and maximizing room revenue.

This role demands strategic thinking, strong leadership, and a focus on delivering exceptional guest experiences while maximizing revenue and profitability.

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Heartist service culture to be responsive, respectful and deliver a great experience.

Leading Myself

· Positive Orientation

· Operational Decision Making

· Self-Development & Management

Leading Others

· Developing an Empowered Team

· Leading an Engaged and Diverse Team

· Communication

Leading the Business

· Advocating Guest Passion

· Business Planning and Analysis

· Business Improvement and Change

Experience/Certificates/Education

· Experience: Minimum of 2-3 years in a supervisory / leadership role within the housekeeping division, ideally in a luxury hospitality setting.

· Education: Bachelor’s degree in Hospitality Management, Business Administration, or a related field.

· Skills & Attributes:

o Strong leadership and people management skills.

o Excellent interpersonal and communication abilities.

o Attention to detail and strong organizational skills.

o Proven ability to manage multiple priorities and meet deadlines.

o Ability to handle confidential and sensitive information.

o Proficiency in relevant software and MS Office Suite.

o Professional and well-presented at all times.

o Customer-centric approach with a passion for hospitality.

o Proactive problem-solver with a solutions-oriented mindset.

o Ability to work in a fast-paced, dynamic environment.

o Must be able to handle multiple tasks and adapt to changing priorities.

· Language:

o Excellent reading, writing and oral proficiency in English language.

o Ability to speak other languages and basic understanding of local languages will be an advantage.

These qualifications and attributes are crucial for excelling in the role, ensuring effective leadership, operational excellence, and outstanding guest experiences.

What awaits you...

• The opportunity to join an international and innovative and fast-growing group, committed not only to building new hotels, but to creating a global brand.
• The ability to challenge the norm and work in an environment that is both creative and rewarding.
• Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
• A competitive package and plenty of development opportunities.