Assistant Executive Housekeeper

The Assistant Executive Housekeeper works in close collaboration with the Executive Housekeeper and assists him in all his duties.

JOB SUMMARY:

The Assistant Executive Housekeeper is responsible to contribute for the achievement of departmental objectives through effective management of general housekeeping responsibilities, customer satisfaction, inventory maintenance and budget control.

The Job Description includes the following dimensions along with their respective Performance indicators and the Key result areas.

DUTIES AND RESPONSIBILITIES:

Responsibilities and duties for this position shall include but be unlimited to the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.

Customer Service & Operations:

• Is responsible for the smooth running of the department in the absence of the Executive Housekeeper.
• Work with the appropriate departments of the hotel to obtain and disseminate all relevant information concerning arriving guests and, with his team, preparing guests stays meticulously.
• Ensure that standards of excellence in customer service are maintained and regularly updated.
• Ensure that guest’s expectations are anticipated, met at all times and even regularly exceeded.
• Monitor guests’ satisfaction throughout their stays and take appropriate steps and immediate corrective measures where necessary.
• Deal with all guests’ queries and complaints swiftly and efficiently.
• Check all VIP rooms and long stay guestrooms are carried out and allocated rooms for room quality status.
• Spot check of guestrooms, corridors, gardens, floors-services, public & common areas and storerooms to hotel standard.
• Coordinate general deep cleaning program i.e.: shampoo, curtain, cleaning of bedspreads, tiles, marbles, and wooden special care.
• Implement special cleaning program for Floors and Public Area team and to coordinate with other departments on special cleaning operations by Housekeeping department, contractors or engineering department.
• Supervise Lost property (for the storeroom and distribution of unclaimed lost property).
• Supervise all outside contractors (Pest control, flowers, cleaning company, etc…).

Maintenance of facilities:

• Ensure that any breakdown of equipment and services are immediately reported and dealt with swiftly and efficiently.
• Ensure that in the context of the operations, all standards of management for the environment and its related legislation are strictly observed.

Human Resources:

• Through proper communication ensure that staff members have all the information they require in order to provide excellent customer service at all times.
• Ensure that all sections have the appropriate staffing levels for efficient operations while achieving set employee productivity targets.
• Supervise completion of staff duty rosters and staff holidays plan.
• Constantly monitor staff moral to ensure that the personnel are kept in an appropriate state of discipline, motivation and commitment to the objectives of the organization at all times.
• Identify and ensure that the personnel receive appropriate and adequate training in order to achieve the desirable level of performance in the execution of their duties.
• Regularly appraise his immediate collaborators in order to feedback to them essential information to enable them to constantly improve their performance.
• Carry out effectively the recruitment and selection of new employees in accordance with the company procedures and best practices and in line with wage budgets and manpower plans.
• Use effectively, monitor and control Manpower and natural resources to balance both budgetary requirements and customer needs.
• Appropriate records are maintained in accordance with occupancy and legal requirements.
• Enforce adherence of employees to the dress, appearance and conduct codes established by the hotel.

Reporting:

• Participate in Management and Coordination Meetings organized by the General Manager in the absence of The Executive Housekeeper.
• Report on the administration and operation of the department on a regular basis as per established policies.

Health & Safety Practices:

• Ensure and maintain that Health and Safety practices are followed at all times.
• Adhere to fire alarm or any emergency statutory procedures in the event of fire.
• Promote Energy efficiency and environment and identify improvement to support the Green Globe Policy.

Budget monitoring and Control:

• Ensure that all Hotels Constance financial control policies and procedures are strictly adhered to.
• Through constant monitoring, ensure that all elements of costs are kept within acceptable limits and initiate any corrective measures whenever necessary (Expenditure & Opex & Uniform).
• Maintain adequate stock levels within Housekeeping stores and issuing as needed.

CANDIDATE PROFILE:

Qualification:

• Middle or Secondary Education + Additional  training or certificates in the relevant field is a plus.

Experience:

• A minimum of 3 years of experience in hotel industry.
• Proven experience working in a top luxury resorts is a plus.
• Experience working in remote island locations is a plus.
• At least 1 year of professional experience on a similar position is a plus.

Technical skills:

• Specific knowledge of principles and processes for providing exceptional customer and personal service including needs assessment, problem resolution.
• Strong attention to detail and achievement of quality service.
• Flexibility to manage, direct and encourage a positive, dynamic.
• Working knowledge of cleaning procedures and equipment, chemical handling, linen par levels, public health standards, computers, internet access, and the ability to navigate within a variety of software packages.
• Fluency in English or another language, written and verbal communication.
• Knowledge of a second language is a plus.