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Assistant Director Of Housekeeping

Company

Rosewood Hotel Group
Address , , Hi
Employment type FULL_TIME
Salary
Expires 2023-06-09
Posted at 1 year ago
Job Description

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OVERVIEW/BASIC FUNCTION

To assist the Director of Housekeeping in maintain an orderly and clean property.
RESPONSIBILITIES
  • Trains new supervisors and assists the training of room attendants, housepersons and other housekeeping staff.
  • Assist in conducting informal and formal performance evaluations.
  • Assist in ensuring the smooth and efficient operations of the resort’s laundry operations- keeping damaged items to a minimum by ensuring that laundry care labels are followed- correct detergents used and appropriate iron temperature used.
  • Maintain a high profile presence on the floors so as to ensure excellent levels of guest service.
  • On occasions expected to be able to check vacant and occupied rooms daily to ensure that they are fully stocked and replenished and presented to the resort’s standard.
  • Assist the Director of Housekeeper in carrying out spot checks on par levels to ensure adequate stock items to service rooms and laundry.
  • Keep neat and easily understandable and accessible file, both hard and soft copies, of all the resort’s records and working files.
  • Know and practice all department and hotel fire, natural disaster and emergency procedures.
  • Maintain a good working knowledge of the facilities and services offered by the resort.
  • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
  • Be responsible for checking that staff has satisfactorily completed the work assigned to them by signing off their work sheets before they go off duty.
  • Administer discipline in accordance with the resort’s procedures –authorize to issue verbal warnings and make recommendations for further disciplinary actions.
  • Assign special duties to Room Attendants as instructed by the Director of Housekeeper and check progress so that the tasks are completed to the resorts standard and on time.
  • Give clear direction to team, communicate effectively and explain the hotel’s expectations with regards to performance ,productivity, accountability, behavior and ways of measuring performance.
  • Report for duty punctually ready to work in full uniform paying attention to personal hygiene and tidiness.
  • Manage team attendance and time keeping – monitoring and recording both and taking the necessary counseling, corrective and disciplinary actions immediately.
  • Ensure that the work area, materials, and equipment are maintained in a clean and tidy manner- reporting defective materials and equipment to the correct departments.
  • Investigate and take ownership for resolving guest queries, complaints and incidences or lack of delivering service to standards – working with colleagues to maintain guest/visitor relationship.
  • Maintain the highest standards of personal hygiene.
  • Carry out any reasonable requests made by manager and other members of the management team in a timely manner.
  • Be willing to share knowledge to help the team achieve personal and departmental goals.
  • Be responsible and accountable for operating the Lost & Found service.
  • Inspect all arrival and departure rooms liaise with laundry on guest room needs.
  • Spot check rooms, Public Areas and laundry to ensure standards of service and cleanliness are being kept.
  • Inform night staff of VIP rooms and special requests and assignments.
  • Maintain ownership and follow up when issues needs involvement of other departments, managers and colleagues to be resolved.
  • Ensure that standards are maintained at a superior level on a daily basis.
  • Take ownership for resolving internal customer/ department queries and complaints, working with colleagues to resolve issues and maintain a good working relationship.
  • Attend and complete the resort’s organized training sessions and programs as and when required.
  • Ensure Lost & Found items are logged and stored correctly.
  • Ensure rooms are turned over in a timely manner and to standard- be able to perform Room Attendant duties to assist and ensure standards are met.
  • Monitor the level of service and the level of guests’ satisfaction on an ongoing basis within the Housekeeping department to ensure consistency with the established standards. Report findings and recommendations to the Housekeeper.
  • Attend and participate in hotel and departmental meetings and briefings.
  • Be proactive, ask questions and be responsible for action or lack of action.
  • Comply with hotel procedures related to financial and inventory controls at all times.
  • Consistently work closely with all departments to deliver seamless service.
  • Continuously train, develop and coach team – in particular on the job training to staff, focusing on standards and service.
  • Assist in all physical inventory of linens and supplies.
  • Supervise the team’s performance using clear, fair, honest communication, praise, coaching and discipline.
  • Work closely with Head Houseperson and make a tour with that person through their area to ensure par of supplies of linen and amenities are in linen storerooms for proper operation.
  • Through training promote equipment safe use and ensure that the team strictly follows the manufacturer’s guidelines in the use of equipment.
  • Inspect storage areas and instruct Room Attendants on any changes required.
  • Know, and personally enforce and encourage others to follow the resort’s security procedures.
  • Recognize and welcome repeat guests, by name, and be familiar with their preferences and dislikes; brief the team accordingly
  • Personally, supervises the cleaning of VIP rooms and when completed informs Director of Housekeeping for inspection.
  • Always looking for ways of controlling and minimizing waste in every day operations.
  • Pass on all required information and ensure clear communication with team, management and colleagues e.g. Hand outs and relevant information from meetings and briefings.
  • Be known for being honest, reliable, confidential, and trustworthy.
  • Assist in stock count and inventory of housekeeping stock.
  • Carry out assessments in areas and ensure that all potential and real hazards are reported immediately and follow up to ensure that they are corrected.
  • To be acting Director of Housekeeping when Director of Housekeeping is off the property for a period of time. The Assistant Housekeeper is to follow the Director of Housekeeping's instruction exactly as has been procedure without exception.
  • Ensure guest and employee privacy and security by respecting confidential information.
  • All other duties as required.
  • Report all injuries to security so a written report can be made.
  • Completes morning and evening reports and assists with assignment of room attendants and housepersons. Also responsible for key control.
  • Ensure that the Team follows the uniform standard, particularly as it relates to Health and Safety e.g. Regulation shoes and rubber gloves when using certain chemical agents.
  • Assist in regularly carrying out inspections of public areas, equipment and chemical under the control of the housekeeping department.
  • Monitor the staffing levels in the department to ensure that it is in accordance with the occupancy level and that expected levels of service can be delivered.
  • Help maintain a positive working environment – care for colleagues’ welfare and willingly give assistance in housekeeping and other departments.
  • Take immediate corrective action e.g. Briefing, coaching etc. when necessary.
  • Carry out regular checks to ensure housekeeping team members maintain their standards of work and comply with the policies and procedures of the department and the Resort. Follow up and retrain or discipline individuals as needed without delay.
  • Prepare task sheets for Room Attendants as required.
  • Inspect all public areas daily.
  • Maintain a professional and courteous manner whilst at work.
  • Make schedule for the department weekly.
  • Work with laundry personnel and train them when needed.
  • Monitor stock and replenish using the hotel’s purchasing procedure – obtain the appropriate authorization.
QUALIFICATIONS
Experience
Minimum two years’ experience in a supervisory position with a housekeeping department for a luxury or ultra-luxury hotel.
Education
High school diploma.
General Skills
Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
Technical Skills
Ability to read and interpret business records and statistical reports; basic mathematical skills to interpret financial information and prepare budgets; ability to analyze the interpret established policies; ability to understand the government regulations covering business operation; ability to make business decisions based on productions reports and similar facts as well as on your own experience and personal opinions; ability to see differences in widths and lengths of lines such as those on graphs; ability to deal with the general public, customers, employees, union and government officials with tact and courtesy; ability to plan and organize the work of others; ability to change activity frequently and cope with interruptions; ability to speak and write clearly; ability to accept full responsibility for managing an activity.
Language
Required to speak, read and write English, with fluency in other languages preferred.
Physical Requirements
Must be able to exert physical effort in transporting 40 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
Licenses & Certifications
None required.