Key Responsibilities
Operational Supervision & Quality Assurance:
Supervise daily housekeeping operations, including guest rooms, suites, public areas, and back-of-house areas.
Conduct thorough inspections of rooms and public areas to ensure adherence to Raffles cleanliness, presentation, and brand standards.
Ensure all rooms are prepared and released in a timely manner according to arrival priorities and VIP requirements.
Monitor and ensure proper handling, storage, and usage of cleaning supplies, linens, and equipment.
Guest Experience & Service Excellence:
Ensure guest rooms reflect impeccable attention to detail, including amenities placement, linen quality, and room ambiance.
Address guest requests and housekeeping-related concerns promptly, professionally, and discreetly.
Coordinate special setups, turn-down services, and bespoke in-room arrangements for VIPs and special occasions.
Support service recovery efforts by ensuring swift corrective action and follow-up.
Team Leadership & Development:
Lead, coach, and motivate housekeeping attendants and public area staff to uphold Raffles service culture and work ethics.
Conduct daily briefings to communicate priorities, VIP movements, and quality expectations.
Provide on-the-job training and continuous feedback to maintain high performance standards.
Assist in performance evaluations, scheduling, and attendance monitoring.
Coordination & Communication:
Liaise closely with Front Office, Guest Relations, Engineering, and Laundry to ensure seamless operations.
Communicate room status updates accurately and promptly through the property management system.
Report maintenance issues, damages, and safety concerns to the relevant departments without delay.
Standards, Safety & Compliance:
Enforce Raffles grooming, hygiene, and workplace safety standards at all times.
Ensure compliance with hotel policies, environmental initiatives, and sustainability practices.
Maintain strict confidentiality regarding guest information and in-room observations.
Ensure adherence to health, safety, and security procedures.