Head Housekeeper

The Head Housekeeper, reporting directly to the Operations Manager, is responsible for the hotels commercial, quality and people performance in Housekeeping department and is responsible for the quality and productivity of all cleaning throughout the hotel except Kitchen. The incumbent will combine strategic thought and planning which will enhance the growth and profitability of the department. The Head Housekeeper interfaces with the Operations Manager to report on operational and team member challenges, including but not limited to guest feedback and quality scores (OSAT and Quality Audit), departmental expenses, performance management processes etc. The incumbent will need to maintain excellent relations and communications with the other operational departments and management teams. This is a fast paced and demanding role that needs effective leadership achieved equal measures of hands on management and operational planning.

KEY RESPONSIBILITIES

• Ensures the highest possible standard of cleanliness and standards of all guest rooms and public areas.
• Ensure 100% compliance with brand standards and as measured by Medallia feedback and Ramada Encore QA program
• Managing the payroll, linen and other departmental costs in accordance of business demand and departmental budget.
• Carries out linen inventory and controls in line with our outsourced linen provider and finance requirement
• Continuously evolve / improve departmental SOPs and productivity of the department.
• Responsible for effective People leadership of the housekeeping team, involving recruitment and onboarding of new team members, driving team member engagement, coaching, training, continuous performance management (regular 1:1 conversations), and managing employee relations in conjunction with HR.
• Schedules routine inspections of all housekeeping areas (rooms and public) by/with the Deputy Head Housekeeper and Housekeeping Supervisors to ensure that the furnishing, facilities and equipment are clean and in good repair.
• Allocate resources to clean departure and stay rooms on a daily basis and check bedrooms after cleaning to ensure they are Guest Ready and Vacant/Inspected onto the Hotel PMS (This is a daily expectation)
• Supervises outside contractors to ensure contractual compliance.
• Ensures service standards are consistently reviewed and monitored, and in compliance with Wyndham brand standards and 3rd party inspection standards including AA
• Ensures departmental health and safety compliance and retain full training records
• Maintains appropriate standards for dress, hygiene, uniforms, appearance, and conduct of housekeeping team members.
• Is responsible for all flower arrangements placed in the public areas and rooms.
• Ensures that all daily VIP rooms, special request rooms long stay guest for arrivals are inspected personally.
• Implementing assigned task during emergencies such as fire, power failure and natural disaster.
• Liaises with the hotels contracted company for pest control to ensure that an effective program is instituted and supervised.
• Ensure all guests and internal stakeholders receive prompt and courteous service.
• Inspects guest and public areas on a regular basis to ensure that the furnishings, facilities, and equipment are clean and in good repair.
• Manages spring cleaning schedules and follow up on all machinery linked to Housekeeping/Laundry.
• Makes recommendations regarding the upkeep of furnishings, facilities, and equipment, ensuring they are clean and in good repair.
• Informs other departments of the housekeeping matters that concern them, particularly the Engineering, Front Office, and the Food and Beverage Department. Maintains open channels of communication with other Department Heads and the Operations Manager/Director of Operations/ Executive Assistant Manager/General Manager.
• To conduct or chair regular communication meetings with team(s) and actively participate in relevant business meetings to facilitate effective communication.
• Acting as a role model for the Count On me Service culture.
• Undertake duty management shifts as required

It is not the intent of this Job Description to cover all aspects of the position but to highlight the most important areas of responsibility.

Alongside with the fundamentals of the Count On Me service culture, the incumbent will be required to demonstrate the below competencies:

• Excellent communication
• Operations Management
• Leadership
• Business Acumen
• Exceptional service delivery
• Attention to detail
• Planning & organisation
• Teamwork
• Ability to work in a multi-tasking and multi-cultural environment
• Self-motivation
• Flexibility

• Minimum 1.5 years experience as an Assistant Housekeeper Manager/ Head Housekeeper within hotels of 100 bedrooms plus
• Experience from a international hotel brand is an advantage
• Proficiency in the Opera PMS
• Good command of English
• Eligibility to work in the UK
• Diploma or vocational training in hospitality is an advantage

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