Housekeeping Coordinator

Company description

Raffles & Fairmont The Red Sea, positioned in the kingdom's groundbreaking Red Sea Project, will provide visitors access to a nature-focused resort with 361 rooms, eleven distinct dining concepts, including an overwater restaurant with views of the Red Sea and the mangroves, and a spa. The resort will be situated next to an 18-hole championship golf course, reflecting Fairmont's association as a world-class golf destination. It will set new standards in sustainable development, positioned on 200 km of untouched coastline, an archipelago of more than 90 unspoiled islands, dormant volcanoes, rich marine habitat, and ancient archaeological sites.

Job description

Primary responsibility

• Adhere to the established standards of conduct and house rules, fire regulations, and department procedures and policies.
• Report to shift on time in issued uniform in a clean, neat, and tidy appearance at all times.
• Consistently offer professional, friendly, and engaging service.
• Participate actively in briefing.
• Attend training sessions.
• Train all newcomers on systems.
• Answer the telephone promptly and courteously within three rings and log down all incoming messages.
• Input into housekeeping dispatch system all requests.
• Relate and dispatch messages promptly ensuring that all the information given is accurate and complete.
• Ensure tracking of pending requests.
• Ensure the proper handling of keys.
• Follow up on key signing in and out.
• Ensure proper distribution of devices (iPhone or iPad).
• Follow up on devices signing in and out.
• Carry key and devices inventory at all change of shifts.
• Report to security and director of housekeeping all lost keys/devices or broken keys/devices.
• Prepare all related documentation to document payroll and sign in/out records.
• Prepare and print arrival lists, reports, group lists, supervisor special reports, maintenance tickets, etc. as requested.
• Prepare and issue various miscellaneous credit forms when applicable.
• Prepare and issue various miscellaneous debit forms when applicable.
• Keep floor housekeepers and assistant housekeepers informed of any allocation changes or changes in daily plan immediately.
• Keep supervisor and laundry informed of all in-house moves.
• Coordinate and maintain effective communication with other departments.
• Input into dispatch system all work orders for engineering.
• Keep track and follow up on all urgent maintenance requests.
• Pre-block rooms for repair as needed in coordination with front office.
• Handle all lost and found enquiries.
• Secure and log lost items daily, including the monthly disbursement of unclaimed articles to the colleagues who found the items with authorized gate passes.
• Follow up on all loaned articles. Record and retrieve as necessary.
• Handle all guest storage items and ensure records are updated once items have been returned to guests.
• Prepare all special amenities (children program or special setup) when applicable.
• Keep work area clean and tidy at all times.
• Receive all newly purchased items delivered to the housekeeping office, i.e., cleaning supplies, magazines, etc.
• Welcome all contractors and suppliers.
• Ensure contractors are escorted.
• Ensure first aid box items are replenished regularly.
• Assist with general inventories.
• Read and initial office log book daily. Enter any special requests or messages in the log book for the next shift to follow up.
• Inform the managers of any unusual events.
• Report any sick guest to duty manager and housekeeping managers.
• Report immediately all system failures to concerned department.
• Follow all business continuity plan (BCP) procedures.
• Fill all BCP checklists and send to security, account, and revenue management.
• Participate in hotel recycling program and encourage team members to reduce, reuse, and recycle wherever possible and appropriate.
• Complete assigned tasks and report to respective managers.
• Perform any other duties and responsibilities as assigned by the managers.

Description of desired characteristics or personality traits

• Able to work on shifts and work schedules based on business demands.
• Position requires sitting and answering phones, inputting data in systems most of the working day.
• Required standby in case of emergency.
• Resistance to stress and able to multitask.
• Comfortable in dealing with customers.
• Cheerful, patient, respectful, and requires a high level of empathy and emotional intelligence.

Qualifications

Required experience, skills, and years in this role

• Minimum of 2 years experience in a coordinator or administrative position in a hotel (housekeeping environment).
• Computer skills required (Microsoft Excel and Microsoft Word).
• Experience with hotel property management systems and dispatch systems.
• Good business practice.
• Excellent people management knowledge.
• Positive attitude.
• Fluent communication in English.
• Professional appearance and etiquette.
• Ability to function well as part of a team.
• Able to multitask and work in a fast-paced environment.
• Able to convey information and ideas clearly.
• Organizational and communication skills.
• Able to interact with guests respectfully, naturally, and efficiently.
• Aware and attentive to FLHSS standards: diligent attention to safety.
• Must be able to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness, and work well with limited supervision.
• Customer focus: dedicated to meeting expectations and all requirements for both external and internal guests. Acts with customers in mind.
• Team player: demonstrates cooperation and trust with colleagues in his/her own team and across departments and works well as a team player to achieve results.
• Priority setting: focuses on important issues and creates focus.
• Delivers their best: continually strives to do his/her best, is hardworking, efficient, and consistently performs well against the MOHG standards, policies, and procedures.
• Trustworthy and responsible: trustworthy, responsible, and accountable. His/her standard of performance reflects Raffles and Fairmont mission and he/she works in a safe manner.
• Process management: figures out and simplifies processes and workflows to get things done. Gets more out of fewer resources.
• Ethical values: gets things done quietly. Sets company core values and is reliable during good and tough times. Is widely trusted. Admits flaws.
• Quick learner: open to changes, analyses successes and failures. Seeks solutions and improvement. Enjoys challenges. Deals well with ambiguity and uncertainty.
• Self-development: personally committed to and actively works to improve him/her. Understands that different situations call for different skills and approaches; works to deploy strengths and compensate for weaknesses and limits. Picks up on the need to change personal, interpersonal, and managerial behavior and seeks feedback.
• Composure: is cool under pressure and does not become defensive or irritated when under pressure. Able to set a positive influence in a crisis.
• Organizing: can marshal resources (people, material, support, and time) to get things done. Is able to orchestrate multiple activities at once to accomplish a goal. Uses resources and time effectively and efficiently.
• Problem solving: looks beyond the obvious and does not stop at the first answer.

Required knowledge

• Good knowledge in Microsoft Office.
• Experience with hotel property management system and dispatch system.
• Good business practice.
• Excellent people management knowledge.

Additional information

• Understanding of ultra-luxury guest expectations and brand alignment.
• Experience in project coordination, scheduling, and document control during pre-opening stages.
• Experience in pre-opening is a must.
• A proactive, anticipatory approach with a strong sense of ownership and accountability.
• Impeccable grooming and personal presentation aligned with luxury standards.