Assistant Housekeeping Manager
Rosewood Hotels and Resorts
Job Description Job Summary
To manage the day-to-day activities of the Housekeeping Department in close liaison with the Director of Heart of House and their deputies with a clear focus on people development and const control without impact on quality whilst ensuring standards in the department are maintained.
Essential Duties and ResponsibilitiesEnsure that all company brand standards have been implemented and are adhered to within the Housekeeping Department.Work closely with other associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.Contribute to the collective commitment of a unique guest experience by fostering a supportive and positive work environment.Ensure all new housekeeping team members are onboarded in line with the company standard during their probation period.Review guest requests prior to arrival and ensure that they are properly set up in a timely manner.Handle guests’ concerns and comments and find a proper resolution to ensure guest satisfaction in line with the company’s relevant procedures.Assist with the supervision of all housekeeping associates and contractors employed within the department.Oversee the day-to-day housekeeping operation by being on the guestroom floors, public areas and back of house. Carrying out spot checks and following-up were necessary.Assist the Housekeeping Manager in the overall running of the housekeeping department and to deputize for in their absence.Receive and take ownership of any guest complaints. Perform any appropriate investigation and follow-up with guests and associates.Control and compile associate rotas ensuring correct staffing levels dependent upon the Hotels occupancy and other staffing needs.Plan and monitor all aspects of time and attendance in line with budgets and forecasts.Ensure the time and attendance is accurately recorded in a timely manner.Assist in the checking of rooms for guests deemed SAG depending on departmental procedures.Identify the training requirements organize and follow through on-the-job training in close liaison with Housekeeping Manager and Floor Supervisors.Assist in carrying out linen inventories as directed by the Assistant Director of Room - In charge of Heart of house / Housekeeping manager. Order cleaning and guest supplies.Overseeing inventory control, meticulously managing cleaning supplies, linens, and amenities to maintain the hotel's impeccable standards of service and guest satisfaction.Complete any special assignments directed by the Assistant Director of Room -In charge of Heart of house / Housekeeping manager promptly.Recommend hiring, developing, counseling, motivating and disciplining associates in accordance with hotel policies. Ensure that the Hotels grievance, disciplinary and guarantee of fair treatment procedures are followed.Assist with appraising performance of associates within the Housekeeping Department.Ensure proper care of furniture, fixtures, and equipment within the Hotel.Ensure all associates attend fire, health and safety and bomb evacuation procedures.Report all malfunctions on assigned floors to Engineering department. Follow up any reports, taking further action if required. Ensure all associates equipment is well maintained and in proper working order.Report immediately any matters concerning the security of guest rooms to the security department.Ensure safety and return of all key cards and Duty Phones. Report any loss of key card of Duty Phone immediately to the housekeeping office.Ensure lost and found items are turned directly into Security and the lost property procedure followed. Ensure all floors are stocked properly with correct supplies.Stock and replace missing items in minibars and guest rooms, inspect and clean the minibars in accordance with departmental procedures and policies.Maintain, track and complete daily worksheet of minibar stock and post to guest accounts via iPad device.Ensure products in minibar and guest room are not expired and take the proper procedure to remove and replace those products as necessary. Ensure rotation of all minibar products.Monitor and report any misuse or unexplained stock discrepancies.
Standard ResponsibilitiesComply and adhere to the Rosewood company policies.Take on other tasks in addition of the ones stated, in a reasonable framework.Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.Model the company’s culture, vision, mission and core values at all times.Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system.Establish and maintain an inclusive environment by ensuring effective two ways communication processes are set up (individual reviews, regular departmental meetings).Identify training and development needs on an ongoing basis through hands-on support and frequent interaction with associates.Lead by example in terms of appearance, mannerism, etiquette, behavior conduct, principles and values. Manage by walking around at appropriate times and leads by personal example in terms of guest interaction.
Confidentiality
Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.
Health & SafetyBe aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.Report any defects in the building, plant or equipment according to hotel procedure.Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.Attend Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.Be fully conversant with:RegulationsRisk Assessments for your departmentHotel Fire & Bomb Procedures
OtherThe above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.
To manage the day-to-day activities of the Housekeeping Department in close liaison with the Director of Heart of House and their deputies with a clear focus on people development and const control without impact on quality whilst ensuring standards in the department are maintained.
Essential Duties and ResponsibilitiesEnsure that all company brand standards have been implemented and are adhered to within the Housekeeping Department.Work closely with other associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.Contribute to the collective commitment of a unique guest experience by fostering a supportive and positive work environment.Ensure all new housekeeping team members are onboarded in line with the company standard during their probation period.Review guest requests prior to arrival and ensure that they are properly set up in a timely manner.Handle guests’ concerns and comments and find a proper resolution to ensure guest satisfaction in line with the company’s relevant procedures.Assist with the supervision of all housekeeping associates and contractors employed within the department.Oversee the day-to-day housekeeping operation by being on the guestroom floors, public areas and back of house. Carrying out spot checks and following-up were necessary.Assist the Housekeeping Manager in the overall running of the housekeeping department and to deputize for in their absence.Receive and take ownership of any guest complaints. Perform any appropriate investigation and follow-up with guests and associates.Control and compile associate rotas ensuring correct staffing levels dependent upon the Hotels occupancy and other staffing needs.Plan and monitor all aspects of time and attendance in line with budgets and forecasts.Ensure the time and attendance is accurately recorded in a timely manner.Assist in the checking of rooms for guests deemed SAG depending on departmental procedures.Identify the training requirements organize and follow through on-the-job training in close liaison with Housekeeping Manager and Floor Supervisors.Assist in carrying out linen inventories as directed by the Assistant Director of Room - In charge of Heart of house / Housekeeping manager. Order cleaning and guest supplies.Overseeing inventory control, meticulously managing cleaning supplies, linens, and amenities to maintain the hotel's impeccable standards of service and guest satisfaction.Complete any special assignments directed by the Assistant Director of Room -In charge of Heart of house / Housekeeping manager promptly.Recommend hiring, developing, counseling, motivating and disciplining associates in accordance with hotel policies. Ensure that the Hotels grievance, disciplinary and guarantee of fair treatment procedures are followed.Assist with appraising performance of associates within the Housekeeping Department.Ensure proper care of furniture, fixtures, and equipment within the Hotel.Ensure all associates attend fire, health and safety and bomb evacuation procedures.Report all malfunctions on assigned floors to Engineering department. Follow up any reports, taking further action if required. Ensure all associates equipment is well maintained and in proper working order.Report immediately any matters concerning the security of guest rooms to the security department.Ensure safety and return of all key cards and Duty Phones. Report any loss of key card of Duty Phone immediately to the housekeeping office.Ensure lost and found items are turned directly into Security and the lost property procedure followed. Ensure all floors are stocked properly with correct supplies.Stock and replace missing items in minibars and guest rooms, inspect and clean the minibars in accordance with departmental procedures and policies.Maintain, track and complete daily worksheet of minibar stock and post to guest accounts via iPad device.Ensure products in minibar and guest room are not expired and take the proper procedure to remove and replace those products as necessary. Ensure rotation of all minibar products.Monitor and report any misuse or unexplained stock discrepancies.
Standard ResponsibilitiesComply and adhere to the Rosewood company policies.Take on other tasks in addition of the ones stated, in a reasonable framework.Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.Model the company’s culture, vision, mission and core values at all times.Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system.Establish and maintain an inclusive environment by ensuring effective two ways communication processes are set up (individual reviews, regular departmental meetings).Identify training and development needs on an ongoing basis through hands-on support and frequent interaction with associates.Lead by example in terms of appearance, mannerism, etiquette, behavior conduct, principles and values. Manage by walking around at appropriate times and leads by personal example in terms of guest interaction.
Confidentiality
Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.
Health & SafetyBe aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.Report any defects in the building, plant or equipment according to hotel procedure.Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.Attend Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.Be fully conversant with:RegulationsRisk Assessments for your departmentHotel Fire & Bomb Procedures
OtherThe above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.
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