JOB DESCRIPTION / ROLE
Overview of duties
- Ensures that room cleaning services are hygienic and of the highest standard
- Is in charge of managing all floor staff
- Acting as the "Mistress of the house", she ensures that guests have a comfortable stay
Main responsibilities
Customer relations
- Respects guests' privacy while working
- Takes guests' behaviour patterns into consideration, whether the stay is of standard length or long-term
- Handles any guest complaints that have not already been settled by team members
- Professional techniques / Production
- Guarantees a high standard of cleanliness in hotel rooms at all times, the provision of room services (welcome gifts etc) and security in the premises
- Ensures that rooms and common areas are constantly kept clean and tidy
- Supervises hotel room maintenance with the Technical Department
- Ensures the high standard of any services provided by a third-party (linen hire, cleaning etc)
- Coordinates room allocation with the front office
Team management
- Helps employees improve their skills to the highest degree possible and provides support for career development
- Maintains the team's involvement and motivation by taking individuals' needs into account
- Prepares the work schedule for the team in compliance with labour legislation
- Ensures the appropriate behaviour and impeccable presentation of personnel under his/her responsibility
Commercial / Sales
- Ensures a high standard of room services for guests (welcome gifts etc)
- If asked, informs guests about the services on offer at the hotel
- Management and administration
- Manages the department's spend on cleaning products and welcome gifts
- Helps optimise energy costs
- Organises the department for optimum efficiency, ensuring headcount matches the workload
- Maintains and analyses dashboard charts (state of rooms, stocks of linen, welcome gifts etc) and implements action plans as necessary
- Hygiene / Personal safety / Environment
- Respects and ensures respect of standards regarding hygiene, cleanliness and the safety of guests' property
- Applies and ensures application of the hotel's safety regulations
- Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)
- Reporting line Depends on organisation within the hotel
REQUIREMENTS
Profile
Education / Professional experience
- Diploma or degree in vocational hospitality or F&B studies and/or significant previous experience in a similar position
- Computer literate
- Languages: fluent in the national language
Skills / Qualities
- Motivational skills, a natural leader
- Attention to detail and hygiene
- Well organised and autonomous
- Guest oriented and service minded
- Responsive and dynamic
- Physical staying power
ABOUT THE COMPANY
A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.
We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.
From luxury to economy and in every corner of the globe, AccorHotels' more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.
