Head Housekeeper

Nestled in the quiet village of Eshott, in the heart of rural Northumberland and surrounded by its own sprawling private estate, you’ll find Eshott Hall. The setting could hardly be lovelier, enveloped by acres of ancient woodland, rolling lawns and a walled kitchen garden. The archetypal grand manor house, but with the atmosphere being friendly home-from-home.

Employee benefits include: Bed & Breakfast £50.00 per room per night, Dinner, Bed & Breakfast £100.00 per room per night, 50% Discount on Food & Beverage, 50% Discount on Published Spa Treatments, 25% Discount on Spa Products Purchased, Special promotional periods with up to 50% off Temple Spa products

**Main Purpose of Job**

Responsible for supporting in leading the Housekeeping department in ensuring exemplary standards of cleanliness throughout the hotel, safeguarding the building and assets, ensuring guests feel comfort, warmth and care throughout their stay. Planning the work of the team, monitoring costs, maintaining and evolving the business in terms of housekeeping standards, quality, consistency and profitability.

**Key Areas of Responsibility**

**Operational Responsibilities**
- Preparing rota’s and work sheets for the team and respond appropriately to holiday requests, complete payroll records and reports in accordance with budgeted guidelines
- When required, check unoccupied rooms to ensure they are ready for guests. Deal with or report all discrepancies as required to Maintenance or the GM.
- Record lost and found articles and secure them in the proper area.
- Maintain a regularly scheduled cleaning program - i.e. floor care, deep cleaning, changing shower curtains etc.
- Ensure correct procedures are followed for Do Not Disturb rooms
- When required, conduct public area and inspections to evaluate cleanliness as well as the physical condition of the hotel and recommend any repairs, painting and furnishing upgrades necessary.
- To be security conscious with respect to guest/staff/hotel property/welfare and to report suspicious circumstances to the General Manager.
- Understand emergency response procedures and respond properly in any hotel/ spa emergency to assure staff and guest safety and support Head Housekeeper as required.
- Work with the Maintenance Manager to ensure all equipment is operated in line with instructions, kept in perfect working condition and reports any deficiencies to the proper department.
- When required, to perform all administrative tasks and communicate with the appropriate departments prior to guest arrival ensuring an efficient flow of service
- Encourage our guests to give their feedback throughout their stay allowing the hotel to provide the best level of service, and to update guest profile for future reference
- To support with stock audits, linen inventories and supply of materials
- Ensure all departmental areas including store cupboards and back of house areas are clean, organised and tidy
- Take responsibility for your own performance, development and training, participate in regular performance reviews and show commitment to development and progression as opportunities arise
- Manage, train and develop the team as required.

**Customer Service**
- Ensure that you understand and work to achieve the goals set out within the company mission statement
- Set an example to others in customer service standards, individually within your role and as part of your departmental team
- Ensure customers’ expectations are met and exceeded and put the needs of the customer first.
- Deal effectively and courteously with all customer complaints and comments, taking action to remedy and improve standards and/or escalate as appropriate. Actively encourage customers to provide feedback on their experience

**Health and Safety and Compliance**
- Responsible for your own and others Health & Safety within your department and to report any issues as appropriate

**Person Specification**

**Relevant Experience - desirable**

Previous experience of supervising others in a housekeeping team in a hotel environment

Proven experience of managing a housekeeping team at 3* plus level

**Education/ Training - desirable**

GCSE grade C and above (or equivalent) in English & Maths

Hospitality industry training/qualifications

**Qualities, knowledge & skills**

A desire to be the best and to strive for excellence, with a passion for quality

Excellent organisational, communication and interpersonal skills to support, and work with others from different parts of the hotel

Hands-on approach and proven ability to work under pressure and to tight deadlines, maintaining attention to detail

Excellent customer focus and genuine care; proven experience and desire to provide great service to high standards, that include warmth, respect, informality and professionalism

Adaptable and flexible to change according to hotel or customer needs

Strong teamworking ability/skills and desire to work together with team

Respect for our w