Housekeeping Manager - Ras Al-Khaimah, United Arab Emirates - Accor

Description

Job Description

Main Duties:

• To oversee theHousekeeping operations under the guidance of Director of Housekeeping, including the Laundry,ensuring that the hotel standards and procedures are fully known and followed.
• To ensure that all the rooms are prepared and inspected as per standards and according to guest requests and needs, including the Turn Down service.
• To ensure that the flower decorations in the rooms and public areas are always maintained as per the required standards.
• To ensure the up keeping of all the front of the house, including the hotel entrance.
• To ensure the up keeping of all the designated heart of the house areas.
• To check regularly the night shift for cleaning.
• To ensure appropriate stock level for the smooth run of the Housekeeping, Residence and Laundry operations and to approve requisitions accordingly.
• To ensure that the inventories of linen, uniforms and other applicable items are done and recorded as scheduled.
• To deal with different suppliers and contractors.
• To overlook the Pest Control service and jointly with the Stewarding Manager and Chief Engineer to establish the Pest Control schedules.
• To be involved in sustainable development and to apply energy and waste management.
• To monitor cost control and to suggest saving programs.
• To ensure all linen and uniform management and handling procedures are respected.
• To implement Focus and other financial procedures.
• To supervise and control Lost and Found, maintain records and mail packages to clients.
• To be aware of all VIPs visiting or staying in the hotel.
• To personally inspect VIP rooms.
• To make regular room and public area inspections with the Engineering Department on deviation from standard set-ups and maintenance.
• To follow up on the Out of Order and Out of service rooms.
• To liaise with the Front Office on the scheduling of rooms for maintenance programs.
• To ensure a close co-ordination with the Front Office, Engineering, Food and Beverage as well as the Guest Relation regarding usual and unusual guest requests.
• To daily review the Night Audit reports related to the Housekeeping.
• To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any dysfunction.
• To ensure a proper coverage and supervision of the Housekeeping sections at all times.
• To set performance targets for all associates and constantly monitor and increase ambassador productivity.
• To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
• To ensure the strict control of room keys and section keys.
• To implement and follow up daily check lists.
• To prepare forecasts and statistics.
• To respect schedules, terms and deadlines as agreed with the Management.
• To ensure that all ambassadors are aware of the outlet timings and promote the internal activities and events.
• To ensure that all ambassadors are updated with the latest administrative, organizational, operational or other changes and news.
• To conduct a daily line up briefing with the Housekeeping, Residence and Laundry supervisors to recapitulate tasks and activity.
• To share daily activity highlights with the Director of Housekeeping, including internal and external guest opportunities.
• To assist the Director of Housekeepingin fulfilling administrative responsibilities and monitoring activities. To replace him whenever needed.
• To ensure the Accor loyalty programs are promoted and to build strong and long-term relationships with the guests.
• To be an ambassador of the Housekeeping and of the hotel, in and outside the work place.
• To ensure that all guests enjoy their stay being offered the finest personal service.
• To escort the guests rather than pointing out directions.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To act as a representative of the Management when dealing with guest complaints or if a member of the Housekeeping team is facing difficulties that she/ he cannot solve on her/ his own.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
• To call the Director of Housekeepingfor advice in serious cases or if an approval is required.
• To be fully aware of and to report all guest comments or complaints.
• To ensure that Guest History records are accurately followed-up.
• To ensure a proper use of the telephone etiquette as per Sofitel standards.
• To interview potential candidates and to assist in new ambassadors integration in liaison with the HR Department.
• To create an atmosphere of high morale and a happy working relationship among the ambassador.
• To conduct ambassador evaluations and surveys. To develop ambassador motivation and performance through action plans. To be involved in ambassador retention and satisfaction.
• To ensure trainings and regular 'refresher' courses are conducted and attended as scheduled.
• To carry out any other reasonable duties as assigned by the Director of Housekeeping.