Executive Housekeeper / Housekeeping Manager
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Job summary
To provide leadership in the day-to-day running of the Hotel Rooms, Public Areas and Laundry Services
Min Qualification:
Bachelors
Experience Level:
Mid level
Experience Length:
5 years
Language Requirement:
English
Working Hours:
Full Time - 8 to 5
Applicant Location:
Kenya
Job descriptions & requirements
Company: Reef Hotel
Reporting To: General Manager
Direct Reports / Departments Under Responsibility
1. Rooms and Public Areas
2. Laundry Services
Lateral Relationship
A member of the Management Team. Cooperates with other Heads of Departments in creating synergies and cordial inter-departmental working relationships.
Job Purpose
To provide leadership in the day-to-day running of the Hotel Rooms, Public Areas and Laundry Services. The Executive Housekeeper / Housekeeping Manager strives to promote excellent customer experience while providing world-class products and services.
1. Leadership
1.1 Brand Leadership
● Be the Champion in promoting the Hotel Brand.
1.2 Target Management
● Assume responsibility for tracking targets, reporting on targets, achieving targets and finding ways to surpass targets.
1.3 Team Leadership and Development
● Motivate high-performing departmental teams by mentoring team leaders who have credibility throughout the organization.
2. Operational Management
2.1 Departmental Management
● Provide supervision and management of the day-to-day affairs of the Department within policies established and agreed by Management.
2.2 Housekeeping Operations
● Lead the Housekeeping team in ensuring that all guest rooms and public areas are kept sparkling clean for the purpose of guests' comfort.
2.3 Laundry Operations
● Lead and supervise Laundry Services to ensure that all hotel linen, uniforms and guest laundry are cleaned, processed and maintained to the required standards.
2.4 Standard Operating Procedures and Compliance
● Ensure that team members have been adequately trained on the SoP’s and there is 100% compliance in the implementation.
2.5 Operational Planning and Improvement
● Based on targets agreed by the General Manager, recommend any improvements or changes to these plans based on business performance, operational requirements and customer feedback.
2.6 Performance Reporting
● Prepare periodic progress reports on performance for the Department to be submitted to the General Manager.
2.7 Staff Planning and Deployment
● Ensure effective planning, scheduling and deployment of Housekeeping and Laundry staff to meet operational requirements.
2.8 SOP Development and Implementation
● Develop and implement standard operating procedures (SoP’s) for Rooms, Public Areas and Laundry Services.
2.9 Staff Performance Management
● Conduct monthly reviews of staff performance with a view to either replacing staff, promoting staff or changing staff positions based on their competence.
3. Exceptional Customer Services
3.1 Guest Satisfaction and Feedback
● Establish a guest satisfaction feedback system relating to cleanliness, rooms and laundry services.
● This means, in reality, an aggressive way to direct clients to deliver their feedback via
social media, such as Google, Trip Advisor etc., which is the biggest promoter of a client’s business.
3.2 Guest Feedback Review and Corrective Action
● Review guest feedback with the leadership team and ensure appropriate corrective action is taken.
3.3 Visibility and Real-Time Service Monitoring
● Be visible and available in the operational areas on a regular basis to monitor service delivery and obtain feedback in real time.
4. Enhancement of Revenue
4.1 Revenue Enhancement Initiatives
● Develop revenue enhancement packages and ideas in coordination with the relevant departments to specifically increase revenues in the following areas:
○ Laundry Services;
○ Guest Laundry;
○ External Laundry Services;
○ Linen and related services;
○ Other Housekeeping-related services;
○ Etc.
4.2 Auditing and Control Systems
● Create an auditing system to ensure that all Housekeeping and Laundry services, inventories and operational requirements are properly documented and controlled.
4.3 Service Promotion and Improvement
● Create initiatives in consultation with the Management Team to promote and improve Housekeeping and Laundry Services.
4.4 Cost Management
● Review operational costs on a regular basis and report to the General Manager and Financial Controller for any changes to targets based on this review.
4.5 Online Reviews and Business Performance
● Continuously strive to get more positive reviews on Trip Advisor etc. through maintaining high standards of cleanliness and service, which is a direct loop to better sales.
5. Social, Environmental and Ethical Practices
5.1 Ethical Decision-Making
● Foster ethical and responsible decision-making.
5.2 Ethical Conduct
● Display ethical practices in all interactions.
5.3 Corporate Social Responsibility
● Take part in corporate social responsibilities.
5.4 Vision, Mission and Values
● Be responsible for communicating the organization’s Vision, Mission and Values.
Minimum Requirements
● Degree in Hospitality Management or Business Course.
● Not less than 3 years experience in a senior leadership position.
● Ability to execute operational plans related to the Department and lead in implementation of both mid- and short-term targets.
● Ability to manage multi-disciplinary teams of staff.
● Working knowledge of Housekeeping Operations, Rooms and Public Areas, Laundry Services, budgeting and planning processes.
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