Executive Head Housekeeper

**Job Title**:
Executive Head Housekeeper

**Division/Location**:
Housekeeping The Milner York

**Reports to**:
Hotel Manager

**WHY RBH?**

At RBH we are looking for exceptional people to provide outstanding service to our guests and who put our people at the heart of everything we do.

With a real focus on performance, people, quality, profit, and communities, RBH transform hotels.

We take our values very seriously and our team should strive to always:

- Act with **INTEGRITY**:

- Deliver **EXCELLENCE**:

- Have the **AMBITION** to continuously improve, and
- Show that we **CARE**

WHY RBH?

At RBH, we are dedicated to recruiting exceptional individuals who prioritise delivering outstanding service to our guests while placing our people at the core of our operations. With a genuine focus on performance, people, quality, profit, and communities, RBH transforms hotels into exceptional destinations. Our values of integrity, excellence, ambition, and care serve as guiding principles in everything we do.

The Multi-Site Head Housekeeper role is pivotal in ensuring that RBH guest service, financial, team and quality standards are consistently met and exceeded. As a key leader within the cluster team, you will play a vital role in supporting the team to support our guests and ensuring exceptional service delivery.

**Responsibilities**:

- To set the agreed standards of operation within the Housekeeping Team & Department through leadership and communication with the Housekeeping Supervisors.
- To constantly monitor standards of performance and ensure that the standards set down are being both applied and achieved. Ensure these standards are consistent throughout the hotel.
- To develop your team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments.
- To have a full understanding of all systems and programmes e.g. Opera Cloud, any other software that may be appropriate to the department.
- Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised paying particular attention to Front Office, Reservations & Food & Beverage.
- Establish and maintain strict security procedures within your department, reporting any potential risks to the Hotel Manager in a timely manner.
- To carry out appraisals/job chats (Great Conversations) as per the company appraisals system.
- To be fully compliant with disciplinary procedures and all other relevant human resources practices e.g. sickness/absenteeism.
- To develop interactive customer relations and to be aware of any possible future requirements. To relay such information and ideas to the Hotel Manager for the enhancement of customer expectation.
- To support with initiative and commitment the overall objectives of the business in terms of both, revenues, costs and teamwork - whilst developing your personal competency levels.
- To ensure that the Guest Messages are dealt with in an efficient and punctual manner.
- To attend and contribute to all daily/weekly team meetings.

**People**
- Carry out the company 4,8,12-week review process (Great Conversations).
- Liaise with the HR Manager with any issues which may be classed as high risk.
- Identify training needs within the team and deliver or source appropriate training, ensure that all SMILE Training and Shooting Stars are completed within the correct timescales.
- Communicate throughout team to ensure all members are aware of current developments within the company.
- Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skills development.
- Daily briefings with your team to discuss any queries, ensure standards are high and offer your support to the team.
- Hold monthly departmental meetings to discuss any relevant topics and to give feedback on company, hotel and departmental performance.
- Communicate effectively with every department to ensure maximum efficiency and seamless procedures across the hotel.

**Quality**
- Ensure all appropriate Milner York brand Standard Operating Procedures are adhered to.
- Utilise Review Pro/Trust You to ensure quality measures are maintained throughout the company.
- Attend guest review meetings with the Hotel Manager on a regular basis to discuss current ReviewPro scores and trends. To create and contribute ideas for solutions.

**Profit**
- Co-ordinate and control with initiative all issues relating to costs, expenses, wastage, breakages, security and stock control.
- Pro-actively pursue all practices in-line with company environmental and energy saving initiatives.

**Strategy**
- To effectively manage relationships with any agreed external contacts, professional advisors and official bodies
- Develop and maintain a strong relationship with the sales department in order to strengthen our existing markets and build new markets.

**General**
- Familiarise yourself wi