Job Purpose
The position is responsible for the professional and cost effective running of the housekeeping department achieving high standards of cleanliness for guest rooms, public areas and back of house areas within the hotel. Audit and inspect housekeeping personal work assignment.
Primary Responsibilities
Duties
Overseeing the cleaning of guestrooms and public areas ensuring standards of cleanliness and guest comfort are maintained in accordance with Hotel and Brand standards.
Ensure that rooms are made as per Accor’s Hotels Standard by developing and implementing Housekeeping systems and procedures.
Ensure that room cleaning productivity is monitored closely and maintained at the level set by the General Manager or Hotel Manager.
Establish in conjunction with the Hotel Manager or General Manager performance targets for productivity and expenditure ensuring that the department achieves these targets.
Plan, control and supervise Horticultural activities.
Handle guest complaints and enquiries in an efficient and professional manner and ensure the Front Office Manager is informed of any guest feedback.
Verification of supplies consignments.
Approval of the functional manual of the department.
Working closely with the Hotel’s laundry provider to ensure a high standard of laundering is maintained and linen, guest laundry and uniforms are returned to the hotel in accordance with the service contracts.
Prepare various monthly reports and submit them to the Hotel Manager and General Manager.
To plan, organize and keep an accurate record by room of all additional (spring or deep) cleaning carried out to ensure maximum cleanliness and logical work patterns.
To be responsible for the handling of guest laundry and lost property in accordance with Hotel Policy.
Attend and actively participate in weekly Department Head meetings, respecting the confidentiality of issues which may be discussed.
Maintain an accurate and proper inventory of all stocks, guest supplies, linens etc to prevent pilferage or loss of any nature.
Complete InterREACT Audits quarterly and Environmental Essentials Audits every 2 years.
Ensure that the control and procedures of “Lost and Found” is properly recorded and stored accordingly.
Accountable for the proper usage of all equipment and their periodical servicing to ensure efficient working conditions.
Through close supervision, recommend improvements in operation, especially in the following aspects of developing a better service standard, increase in revenue and reduction of cost.
Any other reasonable request as required by the Hotel Manager or General Manager.
Financial Performance
Assist in the development of the Annual Business Plan and Financial Budget, use this as a guide to controlling expenditure during the financial year.
Facilitate the smooth running of the department through adequate supply of materials and equipment.
Adhere to the department budget through the Purchase Order System and inventory controls.
Be proactive in controlling costs being fully aware of forecasted business and targeted profitability whilst maintaining standards. Compare actual achievement against targets regularly and take necessary corrective action where required.
Assist Purchase department in selecting suppliers for items related to Housekeeping.
Conducting inventory on a regular basis and investigating stock losses within the Hotel and with the laundry provider.
Track the completion of all CAPEX items, finalizing business plans and gaining approval prior to implementing project.
Consider the financial impact on Accor for all activities and commitments.
Establish procedures, processes and accurate information that support key financial objectives
Coordinate the briefing and management of suppliers with clear objectives, timeline, budget parameters and outcomes required
Manage department budgets and keep accurate records of invoices and monthly expenditure, reporting any discrepancies or concerns to your manager.
Accor Representation
Act as an Accor ambassador, aiming to enhance the company’s image and market reputation, internally and externally
Represent Accor to key suppliers and partners
Take every opportunity to be an Accor advocate by actively promoting special offers, services and facilities available within Accor.
Talent and Culture
Ensure the productivity and performance of the Housekeeping team and are completing their duties in accordance with the brand, service standards and procedures manuals.
Use Department Procedure Manuals as a base for all service procedures training.
Achieve effective communication by briefing and debriefing team member, holding regular departmental meetings and actively encouraging transparent communication with other departments within the hotel.
Induct new team members into the team following Department guidelines, as requested.
Ensure on-going on the job training programs within the department to meet brand and service standards.
Implement Accor policy on EEO and Harassment in the Workplace, ensuring team members are provided with a workplace free of discrimination, harassment and victimizations.
Promotes positive working environment by developing positive team spirit to meet the goals of the department and the hotel.
Prepare weekly team member schedules, monitoring attendance and workforce planning to meet with activity in the Hotel so as to maintain cost effectiveness.
Effectively use the results of guest feedback to improve product and service delivery.
Effectively use the results of Employee Engagement Survey to team members and actively participate in creating Departmental improvements.
Ensure that strategies and practices are in place to facilitate the efficient and effective manning of department to achieve financial and service quality targets.
Develop and implement with Supervisors, strategies to minimise team member turnover.
Ensure team members performance appraisals are conducted for probationary and annual reviews; correct performance issues and discipline as required.
Ensure team member presentation is consistent with hotel team member handbook; uniforms correctly presented and name badges worn.
Recruit team members that are technically skilled or have potential to be through training towards customer focused service.
Ensure all team members are managed in accordance with their relevant award, agreement and employment contract.
Complete all mandatory training through Accor Academy ‘Learn Your Way’. Ensure team members complete and are compliant with the standards outlined in this training.
Management and Leadership
Lead, motivate and inspire team members to create a great place to work
Embrace the Accor values and lead by example in demonstrating the spirit of the values in all actions and interactions
Empower high performers and innovators whilst fostering entrepreneurial spirit
Active involvement with teams and ongoing coaching/mentoring of direct reports to create cohesion and enthusiasm toward a common goal
Actively look for potential leadership talent and ensure that individuals are supported in their career development
Oversee recruitment and retention of key talent within the department.
Guest Relations and Heartist
Provide efficient, friendly and professional service to all guests, contractors, suppliers and team members.
Lead by example when attending to guest requests. Show efficiency in constantly striving to provide total customer satisfaction.
Work together with trust so that colleagues and management meet the goals of the department/Hotel.
Implement the Accor values and Heartist Principles to offer the best service to our customers’.
Take initiative to ensure that interactions with our guests (internal or external) are positive, productive, professional and in keeping with the principles of