Executive Housekeeper

Sofitel Luxury Hotels, new worldwide reference (120 hotels all around the world), goal is to reinforce its position in the Sofitel Legend Metropole Hanoi is the market leader within the luxury hotel sector in Vietnam and a favorite amongst the discerning travelers from around the world. This historical landmark hotel is considered as one of the best hotels in the region with regular worldwide and domestic recognition. In all, the Metropole garnered 33 awards in 2013, including Readers' Choice Awards by Condé Nast Traveler and Travel + Leisure. The hotel features 364 rooms and suites (offering both the traditional and Contemporary flavors of Hanoi) French, Vietnamese and Italian Restaurants complemented by two of Hanoi’s favorite bars plus an award winning Spa, naturally lit meeting venues and a team of over 600 Ambassadors. Ongoing commitment to product enhancement and service delivery from the hotel’s senior management and owners provides the perfect background to a strong and positive sales effort.

MAIN DUTIES:

Administration

• Delegate and supervise all Assistant managers within the department, and assist them in preparing work schedules.

• Monitor the monthly duty roster to match the needs of the operation.

• Conduct regular operational meetings to review, monitor, adjust and upgrade the performance of the department as a whole, explaining new directions and policies and procedures at the same time.

• Ensure annual leave for the year of the whole department is cleared by the end of the year.

• Responsible to ensure that all staff under jurisdiction is at all times immaculately groomed, e.g.:

• Conform to and enforce policies, procedures, rules, and regulations as laid down by ACCOR and the Hotel in order to achieve the highest levels of uniformity and guest service.

Financial and Revenue Responsibilities

• To handle and resolve all guest queries and complaints in an efficient manner and to establish an amicable relationship with all clients, customers and guests of the Hotel.

• Through close supervision recommend improvements and changes to the operation of the Department, especially concerning creating better service standards, increasing revenue and reducing costs.

• Responsible to ensure that all stock/linen levels and usage are effectively and cost efficiently controlled.

• Prepare various monthly reports as required.

• Ensure housekeeping staff follow and respect HACCP standards.

• Controls and arranges on an on-going basis, department costs to ensure performance against budget.

• Prepare capital budget, which includes purchase of furniture, equipment, renovation and building facilities that would improve service of the hotel.

• Monitors and controls inventories for operating equipment, linen and uniforms to ensure par stocks are maintained and costs are controlled.

• Make recommendations to management on equipment, work methods, supplies and decorations.

Training and Human Resources Management

• Plans and organizes regular Departmental training for all staff, especially new staff, paying particular attention to courtesy, efficiency, service standards, grooming, diplomacy and actual job knowledge.

• Identify and develop leadership qualities among subordinates in order to guide them towards the path of career enrichment with both ACCOR and the Hotel, and additionally provide the Hotel with a source for future management.

• Work closely with other departments of the hotel, and attend regular meetings on a periodical basis.

• Participate in providing and receiving constructive feedback concerning relevant department and the hotel as a whole, in order to improve efficiency, productivity and guest service.

• Identify training needs, develops formal training plans and implements training sessions.

• Conducts appraising functions such as hiring, performance, counseling, suspending and dismissing staff if necessary, to ensure appropriate staffing and productivity. Consult with section heads, Personnel Manager or delegate as appropriate in performing these duties.

Guest Service Responsibilities

• Responsible and accountable for maintaining the highest standard of room, laundry and public area cleanliness and appearance, guest service as well as engendering team spirit and motivation in all staff. The Housekeeper must be fair and just in any staff disciplinary action as required.

• Supervises the above positions to ensure maximum guest satisfaction.

• To monitor housekeeping personnel to ensure guests receive prompt and courteous services.

• Monitor closely the implementation and follow up on the Sustainable Development Program

• Monitor Housekeeping personnel to ensure rooms and particularly those of known repeat guests and other VIPs receive special attention.

• Informs other departments of housekeeping matters, which concern them, notably the Front Office to ensure accurate room status, in addition to communicating with engineering.

• Establishes and maintains effective employee relations.

• Supervises all housekeeping areas including occupied and vacant rooms.

• Inspects guestrooms and all housekeeping areas on a regular basis.

• Conducts Housekeeping regular (departmental) meetings.

• Maintains appropriate standards of dress, hygiene uniforms, appearance, posture and conduct of department employees.

• Ensures housekeeping personnel are familiar with in-house facilities for the purpose of assisting guests.

• Establishes the organization chart of the housekeeping department and delegates authority.

• Understands and explains to the staff policies and guidelines set by the management. Evaluates periodically and recommend changes if needed.

• Care of indoor and outdoor landscape.

• Supervises outside contractors to ensure contractual compliance.

• Implement and control Housekeeping procedures including lost and found, key control, security and emergency procedures, health and safety for employees and guests.

• Performs related duties and special projects as assigned.

QUALIFICATIONS:

• Solid proven communications & customer interaction ability

• At least 5 years experiences at the same position in Luxury hotels before

• Ability to work well and deliver under pressure, manage duties within deadlines

• Excellent organizational skills and attention to details

oEmployee benefit card with discounted rates in Accor hotels worldwide + other benefits

oTalent development - Learning programs by Academy Accor

oOpportunity to grow at the property, the company and across the world!

oContribute and make a difference to the Metropole community and to the city through our social responsibility activities,