Job Description:

The Housekeeping Manager will ensure the highest standards of cleanliness throughout the Hotel, inclusive of guestrooms and public areas, while effectively monitoring and managing strict adherence to department policies, processes, financial targets, and productivity guidelines.

Key Objectives:

- Responsible for delivering the guest experience by consistently meeting the highest standards of cleanliness, efficiency and guest satisfaction throughout all areas of the Hotel.
- Develop and lead a positive, professional and strong team with an aligned focus on the guest experience, quality of service, and the development of future leaders within the Department. Act as a role model in leading this through the Merlin Way.
- Ensure effective departmental and interdepartmental communication throughout the Resort, working with counterparts to streamline operations and to enhance the guest experience.
- Respond to all guest requests and concerns in a timely and empathetic manner, making decisions relative to appropriate compensation in lieu of inconvenience.
- Monitor and respond to monthly expenditures and provide a detailed analysis of the department's P&L statement.

Main Responsibilities:

Business Impact/ Results

Ensures the cleanliness and maintenance of Hotel facilities, including guestrooms and all public areas, in accordance with health and safety standards.

Ensures all department payroll, operational costs and productivity guidelines are achieved and inline with budgeted goals and objectives.

Effectively manages and monitors all order for the Department including all cleaning supplies and guest amenities, ensuring competitive pricing.

Maintains consistent and accurate inventory processes related to all linens and housekeeping supplies

Creativity

Understand the nature of the hotel industry and adjust the operations to changing business needs.

Establish sound and economical relationships with local suppliers and service providers to ensure the efficient operation of the department.

Input ideas and information to improving efficiency, productivity and enhancing the guest experience.

Communication

Provide the Housekeeping Director with regular updates and statistical reports in a timely manner to ensure the delivery of the guest experience and efficient day-to-day operation of the hotel.

Deliver thorough and motivational pre-shifts to team members, communicating pertinent information relative to the day's activities, outstanding issues, etc while ensuring alignment and understanding of focuses, goals and objectives.

Work to streamline communication between departments within the hotel operation and throughout the Resort, with a focus on the guest experience and interdepartmental process efficiencies.

Champion the Housekeeping Department's responsibilities related to the Lost & Found process by working closely with the Guest Services Manager and security teams.

Decision Making and Autonomy

Monitor and review the operation of the department and implement changes to improve efficiency and to enhance the guest experience.

Provide a thorough P&L analysis to the Hotel Operations Manager in response to monthly expenditures (e.g. payroll and purchases including cleaning supplies, guest amenities and equipment)

Applied Knowledge and Specialist Skills

Advanced proficiency in interpersonal and guest communication skills.

Proficient in Microsoft Word, Excel, PowerPoint.

Lead by example while being a role model for the Merlin Way.

Work independently and as part of a team on various projects and initiatives.

Managing Resources

Understanding of budgets, key performance indicators, moral and fiduciary responsibilities.

Effective use of department and resort resources.

Ensure there is adequate leadership coverage within the Department in response to business needs.

Provide a balanced level of support and leadership to both the day and night teams in the hotel.

Empower the relevant members of the team to make decisions in order to resolve guest issues and ensure a positive outcome.

Ensure team and department costs are kept within agreed budget.

Ensure the whole team has a clear understanding of their roles, responsibilities and the importance of alignment and positive attitudes.

Provide the relevant information, tools and training to the appropriate teams in order to deliver the guest experience and to foster continuous career growth and development for department associates.

Complexity and Problem Solving

Effectively apply strong troubleshooting and problem resolution skills on a daily basis.

Offer creative ideas for delivering the guest experience and achieving operational/financial targets.

Ensure ongoing department training and adherence to operational processes, policies, safety and security procedures.

Demonstrate the ability to resolve difficult guest situations which result in a positive outcome.

Health and Safety
You are responsible for all aspects of Health, Safety & Security within your team. In particular, you must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees you are responsible for are aware of the Group Health, Safety and Security Policy and their obligations under it. You must ensure that safe working practices are monitored and that risk assessments and procedures are reviewed regularly. Where incidents do occur, you must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.

Employee is responsible for the following;

Usage of proper PPE

Reporting all current or potential safety hazards to direct supervisor

Following evacuation procedures

Proper ergonomics

BBP Handling

Proper ladder usage

Monthly safety trainings of all staff as well as immediate training of new employees.

Background and Experience:

3 - 5 years of successful experience in a housekeeping management position within a comparable hotel required. Proven track record of scheduling, purchasing, inventory, cost monitoring, and fiscal accountability within a hotel housekeeping operation. Experience managing, training, coaching, and motivating a team of direct reports to deliver an exceptional guest experience.


Physical Requirements: Health & Safety Employees are responsible for the safety of themselves, their colleagues and guests. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate

Apply Now