Job Brief
The Assistant Executive Housekeeper works in close collaboration with the Executive Housekeeper and assists him/her in all his/her duties.
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.
1. 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 prepare meticulously a guest stay.
· 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 guest satisfaction throughout a stay and take appropriate steps and immediate corrective measures where necessary.
· Deal with all guest 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.
· Co-ordinate general deep cleaning program i.e. shampoo, curtain, cleaning of bedspreads, tiles, marbles, 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 Maintenance department.
· Supervise lost property (for the storeroom and distribution of unclaimed lost property.)
· Supervise all outside contractors (Pest control, flowers, cleaning company, etc.)
2. 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.
3. Human Resources
· Through proper communication ensure that team 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 team duty rosters and team holiday plans.
· Constantly monitor team 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.
4. 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.
5. Health & Safety Practices
· Ensure 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.
6. Budget monitoring and Control
· Ensure that all Constance Hotels Experience 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.
