Assistant Housekeeping Manager

MAIN DUTIES:

• To assist the Executive Housekeeper in overseeing the Housekeeping operations, including the Laundry and the Internal Communication Center, 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 back of the house areas.
• To check regularly the night shift for cleaning.
• To ensure appropriate stock level for the smooth run of the Housekeeping and to approve requisitions accordingly.
• To ensure that the inventories of linen, uniforms and other applicable items are done and recorded as scheduled.
• To supervise the Pest Control service as per established areas and schedules.
• To implement housekeeping related HACCP procedures.
• To be involved in sustainable development and to apply energy and waste management.
• To supervise 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. To follow up on the Out of Order and Out of service rooms.
• 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 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 staff 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 respect schedules, terms and deadlines as agreed with the Management.
• To ensure that all team members are aware of the outlet timings and promote the internal activities and events.
• To ensure that all team members are updated with the latest administrative, organizational, operational or other changes and news.
• To conduct a daily line up briefing with the Housekeeping supervisors to recapitulate tasks and activity.
• To share daily activity highlights with the Executive Housekeeper, including internal and external guest opportunities.
• To assist the Executive Housekeeper in fulfilling administrative responsibilities and monitoring activities. To replace her 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 Executive Housekeeper or the DOR for 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 employees integration in liaison with the HR Department.
• To create an atmosphere of high morale and a happy working relationship among the staff.
• To conduct staff evaluations and surveys. To develop staff motivation and performance through action plans. To be involved in staff retention and satisfaction.
• To ensure trainings and regular refresher courses are conducted and attended as scheduled.

Other Duties:

• To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development. Ensure you encourage them to maintain good relationships with their colleagues and all other departments.
• To ensure that all employees report for duty punctually wearing the correct uniform/attire and nametag at all times. And to ensure they maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
• To ensure that all employees provide a friendly, courteous and professional service at all times.
• To assist in the training of employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner.
• To supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the Hotel and Department Operations Manual.
• To ensure that the Department's operational budget is strictly adhered to and that all costs are controlled and expenditure approved.