The Role
• Provide service that is sincere, warm and enthusiastic, ensuring total guests’ satisfaction
• Implement, lead and encourage robust and positive interaction with all departments and key stakeholders, i.e. Front Office, Engineering, Food & Beverage teams and all third party suppliers/partners to meet and exceed guest and employee’s satisfaction at all times
• Implement, drive and manage all Housekeeping business requirements and related activities of the Hotel and Residences
• Take the time to become familiar with all guests and employee’s and ensure you and the Housekeeping team are committed to service excellence at all times
• Being entrepreneurial and thinking beyond the boundaries is expected and not requested
• Lead and encourage an ‘eye for detail’ and promote through mentoring and coaching the same quality within the Housekeeping team
• Housekeeping is your business, ‘treat it as such’ by remaining a entrepreneurial and commercially minded leader without compromising the MH&R strategic objectives
Key Deliverables and Responsibilities
Planning & Organizing:
Implement manage and drive quarterly performance appraisals for all employee’s within Housekeeping, including writing succession and learning and development plans for all employee’s which are aligned with the Human Resource/Learning and Development departments strategic objectives.
In alliance with the Finance Department write the department’s annual operating budget and monthly forecasts and monitor and manage the departmental operating expenses in line with the same, including adjusting the operating processes of the department to remain aligned with the hotels business requirements and objectives.
Implement manage and drive systems and processes to ensure longevity and control inventories of all departmental operating equipment, including linen, guest rooms supplies, cleaning chemicals etc., as well as ensuring par stock levels are maintained in line with budgets/forecast and business requirements without compromising on quality.
Implement, drive and constantly review the departments work schedules to ensure the monthly budgets and forecast are met by way of productivity measures, including ensuring ‘moving around time’ (MAT) is factored into productivity calculations.
Implement, manage and drive the systems and schedules for cleaning and maintaining all the front and back of house area’s throughout the property, including processes to monitor and measure the effectiveness of the same, as well as quality control/assurance measures and scheduled deep cleaning programs.
Conduct market research and advise on new products and equipment within the market which would benefit the Department and the Hotel.
In alliance with the Finance Department, implement and manage the system of procurement and purchasing for the Housekeeping department in line with the hotels policies and procedures, including ensuring practices of advising Finance of accruals are followed and ensure the same is coordinated and followed amongst the Housekeeping team.
Write, implement and ensure the Housekeeping team are familiar with and adhere to the departments Standard Operating Procedures (SOP’s), including implementing processes to monitor and measure the same.
In conjunction with the Human Resources Departments and the Housekeeping leadership team manage and drive all recruitment requirements for the department, including ensuring reference checks and where relevant OPQ32’s are undertaken and job descriptions are written and provided to each appointed candidate with their employment agreement.
Operations:
Monitor and reports the upkeep of all assets including FF&E and OS&E to the Executive Assistant Manager.
Manage and maintain a good understanding of the property management system and ensure the Housekeeping leadership team is conversant in the housekeeping reports and allocation modules.
Actively participate in guest and employee events as and when requested.
Manage and monitors effective usage of guest room supplies and amenities.
Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members and implement and manage a process to measure the same.
Inspect all Front and Back of House area’s on a daily basis to ensure cleanliness and presentation standards are maintained.
Review daily reports to ensure system is being maintained as per company policies and procedures.
Maintain a consistent focus on improving the overall flow of housekeeping operations, seeking ways to maximize and improve the operation through productivity management and energy savings programs.
Have full knowledge of all products and services provided by the property and in the local area.
Ensure daily shift handovers are conducted in a professional and constructive manner.
In partnership with the L&D team, constantly train and develop the Housekeeping team including all third party contractors employee’s in line with the departmental standard operating procedures.
Actively review guest and employee comments and feedback, communicate this with the team members and implement procedures to enhance guest/employee satisfaction.
To lead and support employees in the achievement of financial, operational and service delivery targets via effective organizational policy and procedural development and appropriate staff training activities.
Drive the positive performance of the Housekeeping team, including completion of performance appraisals, coaching counselling and performance management in conjunction with the Human Resources team.
Foster a winning, solution- oriented work environment, motivating and engaging staff to continuously deliver the best possible service and to provide feedback and recommendations which you must follow up on.
Possess a complete understanding of and at all times adhere to the Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety, including managing work process flows to ensure a safe, productive and injury free work environment for all employees.
Ensure a consistently high standard of grooming is followed and by you and your team in line with the hotels grooming and presentation guidelines.
Ensure all team members are aware of all room revenue and department productivity targets and are kept informed of performance results by way of progress charts posted within the department along with regular communication during briefings etc.
Manage and coordinate any redecoration or replacement of guest room upholstery, furniture, fixtures and equipment.
Manage and coordinate deep cleaning and special task schedules, ensuring the product are maintained as per standards.
Lead department’s daily briefings and monthly employee meetings ensuring all employees are familiar with the correct and updated information relating to all department and hotel related activities in order to carry out their duties effectively.
Administration:
Monitor and keep updated all records and schedules relating to departments operating performance, quality assurance/control management and training to ensure planning and completion is carried out as per standards and can be referenced to derive historical patterns.
Work closely with the Finance department to produce monthly financial reports timely & accurately.
Review the employee schedule and annual leave plan to ensure the correct allocation of resources in order to improve owner /guest satisfaction levels as well as employee productivity and satisfaction.
