Assists the Department Head in motivating and developing a skilled team, leads by example and instills a culture of continuous learning and improvement among employees; actively participates in Employee Relations activities and programmes
Is actively involved in identifying and assessing the needs of employees and helps in the career development of every employee through effective coaching, training and by instilling company values; is concerned for employees’ continuous development and personal growth
Ensures the department is kept in an organized manner in accordance with company philosophy and policies, maximizing efficiency and productivity and achieving established goals; promotes harmony between all departments
Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule
Demonstrates standards awareness, by setting example for standards execution, standards testing and implementing action plans to achieve established product and service goals
Assists the Department Head in preparing annual plans, forecasts and managing expenses to meet departmental budgetary goals
Represents the Department Head in his/her absence
Conducts daily floor and room inspections as well as occasional hygiene and sanitation reviews in accordance with hotel standards
Takes proactive measures to prevent damage to and extend the life of hotel assets and operating equipment under supervision. Possesses a high degree of product knowledge and relevant technical skills
Coordinates the work of and supervises third party service providers
Takes initiative and ownership of guest concerns and requests and acts decisively to ensure guest satisfaction when glitches occur; exceeds expectations
Promotes the maintenance of guest preference records (Guest History) and the creation of individual Housekeeping experiences
Anticipates guest needs and takes ownership of guest concerns and requests; acts decisively to ensure guest satisfaction
Ensures the safe handling of all equipment and machinery by the department’s employees; rectifies any defects without delay
Specific Responsibilities and Tasks
Maintains an organized administration of departmental and personnel records, including rostering and leave planning
Ensures employees adhere to the code of conduct and grooming & hygiene standards as specified in the employee handbook
Conducts daily briefing and monthly departmental meeting (in the absence of the Department Head) and participates in meetings when invited
Provides regular and fair performance feedback to employees and immediate supervisor, formally and informally as appropriate
Is seen as a hands-on leader, assists employees in crunch times; Walks the talk
Proposes personal goals and objectives based on self analysis of strengths and weaknesses; achieves agreed goals
Actively participates in the mentoring program when enrolled
Maintains a clean and orderly work area and ensures tools & equipment are well maintained and in sufficient supply and takes appropriate action
Promotes and ensures a safe working environment
Performs any additional duties as assigned
Is highly sensitive to guest preferences, ensures special service touches are offered when opportunities are presented
Assists the department head in scheduling and coordinating the preventive maintenance program for guest rooms, public areas and equipment
Ensures sufficient stock of operating supplies