Head Housekeeper

Head Housekeeper -£45,000 per annum

Head Housekeeper Roles and Responsibilities

• To lead the Management, control and administration of the Housekeeping department including the bedrooms the bedrooms, public areas and all ancillary service areas.
• To ensure that the companys Housekeeping practices and standards are adhered to at all times.
• To provide both the internal and external customers with a service in line with Brand Standards and contractual agreements.
• To consistently deliver the entire housekeeping operation to the required standards whilst maintaining the agreed profitability margin. To evaluate any shortcomings and take immediate remedial action to rectify.

Head Housekeeper Duties and responsibilities

• To be fully conversant with all QA requirements and ensure systems and procedures are introduced / carried out by all employees to ensure full compliance at all times. To ensure that records are maintained in accordance with the Hotels policy and available for inspection at all times.
• To deliver consistent improvements on the QA score with each audit.
• To demonstrate the highest levels of integrity and leadership at all times to encourage the team to deliver the highest levels of Guest service.
• To consistently evaluate all operations within the department and ensure improvements are regularly introduced to improve efficiency whilst maintaining the highest standards
• To consistently be an ambassador for the department, Hotel and Service provider by demonstrating the ability to self motivate, maintaining a positive outlook at all times and ensuring that morale is maintained at the highest levels throughout the department.
• Ensure that all employees feel valued at all times.
• To be fully conversant with SALT/Heartbeat/Medalia scores at all times and lead the department towards improvement by continued analysis and review.
• Forming and implementing throughout the entire department regular remedial action plans targeting areas of poor delivery and ensuring consistent compliance.
• Instilling the knowledge of SALT/Heartbeat/Medalia throughout the entire department and delivering month on month improvements by empowering all employees.
• To demonstrate exceptional organisation of the departments resources ensuring all daily tasks and all business needs are executed in the most efficient manner and successes/failures are constructively measured and remedial action taken.
• To demonstrate consistent visibility and leadership in all areas of the business including Public Areas and Evening shift and offering full support at all times.
• To control the ordering of cleaning materials, Guest Supplies and linen by monitoring that usage is in line with occupancy whilst maintaining adequate supplies for use across the department.
• To control the issue of staff uniforms and protective clothing to ensure that all employees are correctly attired according to the grooming standards at all times.
• Liaise with suppliers and report any deficiency of service/quality.
• To introduce/monitor all checks and controls regarding the standards of cleaning for bedrooms, function rooms, public and ancillary areas and take remedial action as required.
• To demonstrate the ability to consistently evaluate operations and apply problem solving initiatives to work tirelessly to improve all operational deficiencies.
• To make decisions with confidence as required, lead with confidence and ensure delivery of instruction from all team members by effective communication.
• To empower and develop employees by effective delegation of tasks enabling accountability for their actions whilst maintaining support and control.
• To demonstrate the highest levels of flexibility, dependability, reliability and the ability to lead the team to adapt to and embrace change.
• To demonstrate resilience and innovation when faced with re-occurring problems and engage the team in long term resolution.
• To monitor and supervise the effective bedroom cleaning processes, including servicing, maintenance, ensuring sufficient room stock/amenities are available to meet business demands, through management and communication with current contracted suppliers
• To monitor and control all costs and expenses within budgets and margins. Check on and control wastage. Encourage energy saving and other environmental initiatives, without detrimental effect on service or safety.
• To oversee special periodic cleaning projects (E.g. carpet cleaning, curtains, steam cleaning, mattress turning etc).
• To complete / oversee the required administrative functions (E.g. timesheets) as required and assist with the annual budget preparation or support Exec team as required.
• To maintain staffing levels within agreed budget targets, controlling wage costs, overtime, holiday schedules and work rotas.
• To ensure effective security of keys and property for the company, Guests and colleagues. To challenge and report any person acting suspiciously.
• To ensure that the correct administration, receipt and control of lost property according to the Brand Standard. To oversee the disposal of property in the appropriate manner after the statutory holding time.
• To encourage safe working procedures and carry out risk assessments. Work safely conforming to all statutory and Company Health and Safety regulations, especially fire, manual handling, chemical usage and storage, DDA, disposal of waste materials and the reporting of accidents. Ensure that all defective equipment and hazards are reported to the appropriate department.
• To be fully conversant with and apply all Health & Safety checks as required by the Hotels safety risk policy and ensure systems and procedures are introduced / carried out by all employees to ensure full compliance at all times. To ensure that records are maintained in accordance with the policy and available for inspection at all times.
• To deliver consistent improvements on the H&S score with each audit.

Staff Management

• To recruit all staff within the housekeeping department and where appropriate to involve the Executive team or HR.
• To ensure that every member of the Housekeeping department receives the required training to fulfil all legislative and company requirements and to develop the skills and capability required in their job.
• To ensure that all training is recorded.
• To manage the development of the staff through appraisal, reviews and 1:1 meetings in order to deliver the business objectives.
• To integrate ideas and personalities as appropriate to gain the best from all employees.
• To ensure that clear expectations are set, feedback is constructive, frequent and effective and where appropriate coaching and counselling techniques are applied.
• To actively listen, show empathy and ensure positive recognition is applied as necessary.
• To demonstrate the ability to resolve and mediate disputes and conflicts in the workplace in a calm and professional manner remaining objective at all times.
• To ensure that there are the appropriate professional standards of behaviour in the department at all times.
• To ensure that the staff members in the department are kept informed of the department/Hotel/Company targets and performance.
• To actively improve the workforce (both as a whole and individually) by writing and implementing training to increase skill sets, improve cohesion among workers and tackle relevant problems within the workplace.
• To instil a sense of pride in all employees to work for the Hotel and ensure full understanding and commitment to Hilton values, Brand Standards, History, Philosophy and Blue Energy.
• To deliver clear, effective communication at all levels with specific and unambiguous instruction.
• To demonstrate the ability to deliver assertive communication as required and the ability to create.
• To initiate and implement teambuilding initiatives throughout the department and with other departments worked closely with e.g. Front Office and Engineering.
• To actively engage in your own personal development and to benefit the business by improving your personal skills.
• To be an ambassador for the Hotel when dealing with any Guest Complaints and take full responsibility for the immediate and absolute resolution of all incidents.
• To capture and analyse all complaints, perform immediate remedial action and training as appropriate and create and implement regular (minimum monthly) action plans for areas for improvement.
• To be aware of all in-house sales policies and hotel facilities and ensure thorough training as necessary throughout the team.
• To ensure that all staff members are fully conversant with all Brand Standards and best practice in every task and ensure that all staff members are adhering to these.

Occasional Duties

• To assist other departments during emergencies or as deemed necessary by the General Manager. Carry out other duties/tasks outside normal routine but within overall scope of the job.

Health and Safety

• To be aware of, and comply with, safe working practices as laid down under the Health and Safety Acts as applicable to the your place of work. This will include your awareness of any specific hazards at your work place and being conversant with all required checks within your area of responsibility and ensure that they are up to date at all times.
• To ensure that all staff wear appropriate protective clothing provided by or recommended by the company.
• To report any defects in the building, plant or equipment according to the Hotel procedures
• To ensure any accidents to staff, guests or visitors are reported in accordance with the correct procedures.
• To ensure all staff are trained in the statutory Fire, Health and Safety training and to be fully conversant with and abide by all rules concerning Fire, Health and Safety.

Training

• To carry out training and development of all employees and ensure full compliance and sign off for every individual.
• To monitor, record and evaluate all remedial training undertaken.
• To attend and arrange all training courses as and when required.
• To ensure accurate training records are maintained throughout the Department.

Communication

• To ensure any projects are effectively communicated with the client at the appropriate regular intervals.
• To liaise with other departments to ensure good communication and to offer any support as and when required.
• To work harmoniously, professionally and demonstrate a can do attitude to the client, co-workers and managers at all times.
• To build a strong work ethic with all of your team and motivate staff ensuring job satisfaction is paramount.

AMRT1_UKCT