Job Description
OVERVIEW OF DUTIES
- To ensure the cleanliness of public areas are maintained and ensuring maximum guest satisfaction and adhering to the standard required by our hotel
- To supervise Housekeeping Attendants and inspect guest rooms and surrounding service areas. Paying attention to details by keeping the standard of room cleanliness and product maintenance adhering to standard required by our hotel.
Customer relations
- Respects guests' privacy while working
- Takes guests' behavior patterns into consideration, whether the stay is of standard length or long-term, and delivers VIP services
- Handles guest complaints if they have not been taken care of by employees
· To report for duty punctually wearing the correct uniform and name badge at all times.
· To provide a courteous and professional service at all times.
· To maintain good working relationships with your own colleagues, and all other departments.
· To have a complete understanding of and adhere to the hotel’s policy relating to fire, hygiene, health and safety.
· To carry out any other reasonable duties and responsibilities as assigned.
· To perform secondary duties as assigned by the Executive Housekeeper.
· To check Public Areas, F&B outlets, toilets, locker and car parks.
· To check all the guest rooms, VIP in-house, VIP arrival and long staying guests.
· To prepare and issue room status report.
· To report and follow up on repair and maintenance.
· To document all incidences in logbook.
· To ensure function rooms and toilets are clean before functions start.
· To attend to guest requests and complaints.
· To check on the standard of “Turn downs service”.
· To liaise closely with Front Office regarding guest room status.
Team management and cross-departmental responsibilities
- Evolves working methods in line with brand philosophy
- Maintains staff involvement and motivation by taking individuals' needs into account
- Coordinates and communicates with the other hotel departments
- Manages the team's work schedules in compliance with labor legislation (depending on the size of the hotel)
- Ensures the appropriate behavior and impeccable presentation of personnel under his/her responsibility
- Follows up the training for staff and administrative tasks (e.g. presence sheets, lost property etc)
- Guarantees the high standard of the services provided (complimentary welcome gifts etc)
- When asked, informs guests about the services offered by the hotel
- Manages all spend for cleaning products and welcome gifts
- Helps optimize energy costs
- Organizes the team for optimum performance, ensuring that headcount is in line with the workload
- To report on adverse guest comment as and when required.
- To report and record Lost and Damaged items.
- To log daily events in logbook and follow up on previous information reported by other Team leaders daily
- To prepare duty rosters of Housekeeping Attendants.
- To make requisition twice weekly of amenities for guest supplies.
- Ensures respect of standards regarding hygiene, cleanliness and the safety of guests' property
- Applies and ensures application of the hotel's safety rules
- Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)
Work Experience
Knowledge and Experience
- Minimum Vocational hospitality school or degree
- Additional certification(s) from a reputable Hospitality school will be an advantage
- Minimum 1-3 years of relevant experience in a similar capacity
- Good reading, writing and oral proficiency in English language
- Ability to speak other languages and basic understanding of local languages will be an advantage
Competencies
- Strong leadership, interpersonal and training skills
- Good communication and customer contact skills
- Service oriented with an eye for details
- Ability to work well in stressful & high-pressure situations
- A team player & builder
- A motivator & self-starter
- Well-presented and professionally groomed at all times
Accor