Assistant Housekeeping Manager

Job description / Role

Scope and Objectives

The Assistant Housekeeping Manager is responsible for maintaining Raffles & Fairmont standards and the cleanliness in all suites and adjoining public areas. To manage the day to day operation in liaison with teams of shared services when applicable, providing supervision, direction and leadership where necessary and to monitor efficient and optimum levels of service standards. Ensure that all KPI are maintained. This position also calls for management of costs at the direction of the Assistant Director Housekeeping. This should include closely monitoring and operating of supply control. Assisting in special projects, refurbishments and renovations when required. The Assistant Housekeeping Manager is to perform all duties in accordance with Raffles & Fairmont policies and within the realm of both hotels vision, mission and values.

Required experience/skills/years in this role

- Minimum of 4 years working experience in a similar role
- Good computer skills required (Microsoft Excel and Microsoft Word Hotel management system dispatch, etc...).
- Good business practice.
- Good people management knowledge.
- Excellent verbal communication in English.
- Ability to function well as part of a team.
- Able to multitask and work in a fast-paced environment.
- Strong management skills required.
- Good account skills required.
- Good computer skills required (Microsoft Excel and Microsoft Word).
- Strong organisational skills
- Good knowledge on flowers decoration needed.
- Good knowledge and experience in maintaining material, fabric and flooring.
- Able to interact with guest respectfully, naturally and efficiently. (Emotional intelligence)
- Possess Training skills & abilities
- Fully aware of FLHSS standards; Diligent attention to safety.
- Customer focus: Is dedicated to meeting expectation and all requirements for both external and internal guests. Act with customers in mind.
- Adhere and manage the group vision: Communicate, share, inspire and support core purpose and objectives of the company to her/his team.
- Developing Direct Reports: Construct, provide and execute challenging assignments. Encourage and support development.
- Interpersonal savvy: Build constructive and effective relationship inside and outside the organization. Use diplomacy and tact even in high tension situation.
- Drive for results: Consistently push for results. Bottom line oriented, can be counted on to exceed goals.
- Decision making: Based on analysis, experience and judgment to look for accurate solutions and inform superiors.
- Priorities setting: Focus on important issues. Create focus.
- Measuring: Set and assign clear goals and measure progress and results consistently.
- Process management: Figure out and simplify processes, work flows, to get things done. Get more out fewer resources.
- Ethic Values: Get things done quietly.
- Set company core values and is reliable during good and tough time. Is widely trusted. Admit flaws.
- Quick learner: Open to changes, analyses successes and failures. Seek for solutions and improvement. Enjoy challenges.
- Deal well with ambiguity and uncertainty.
- Self-Development Is personally committed to and actively works to improve him/her. Understand that different situations call for different skills and approaches; work to deploy strengths and work on compensating for weakness and limits.
- Pick up on the need to change personal, interpersonal, and managerial behavior and seeks feedback.
- Composure: Is cool under pressure and do not become defensive or irritated when under pressure.
- Directing Others Is good at establishing clear directions and set stretching goals; distributes the workload appropriately and fairly.
- Building Effective Teams Blend people into teams when needed and create strong morale and spirit in his/her team.
- Share wins and success. Foster open dialogue. Define success in terms of the whole team.
- Organizing Can marshal resources (people, funding, material, support and time) to get things done.
- Is able to orchestrate multiple activities at once to accomplish a goal. Use resources and time effectively and efficiently.
- Set clear goals and responsibilities and monitors progress and results.
- Problem Solving: Use rigorous logic and methods to solve difficult problems with effective solutions.
- Look beyond the obvious and do not stop at the first answer.

Primary Responsibility

- Works independent and liaises with shared services teams on a daily basis when applicable. Attending of daily operational briefings and meetings.
- Manage rotational or periodic cleaning programs and regular inspections of suites, rooms and adjoining public areas.
- Check suites after supervisor and attendant and provide performance feedback and corrections to ensure all standards are met.
- This spot check may either be following a routine check out suite cleaning, in house guest suite cleaning or turn down service.
- Ensures that VIP arrivals and in-house requirements are dealt with, including final VIP suite inspection and amenity check.
- Liaise with Front Office for special requests.
- Maximize suite inspection productivity to enhance high standards of cleanliness and minimize outstanding defects and repairs.
- Issue a weekly action item list with outstanding defects and cleanliness matters for faster follow up by respective departments.
- Ensure clean, safe and pleasing environment for guests within suites and adjoining public areas.
- Escalate, establish with the assistant Director HK, implement and monitor the maintenance and repair program of guest suites and adjoining public areas.
- Ensure that repair requests are being processed and monitor response times.
- This includes the daily monitoring of suites as those have to be kept to a minimum.
- Follow and escalate energy conservation procedures for guest suites and public areas in conjunction with Chief Engineer.
- Liaise to monitor and control inventories, consumption and wastage of equipment, guest supplies, cleaning supplies and linen supplies.
- Anticipate revenue/cost problems within areas of responsibility.
- Recommend the timely replacement of guest suite and public area supplies and equipment.
- Assist the Assistant Director of Rooms in the annual budget preparations.
- Maintains a positive, cooperative work environment between/with all related departments and management. Leads by example.
- Assist in training of team members pertaining to equipment handling, cleaning techniques and chemical use.
- Maintain close liaison with all departments to have a good understanding of other departments' operational flows.
- Personally, demonstrate a commitment to guest service by responding promptly to any guest needs with an interest and concern in satisfying every guest and internal customer.
- Anticipate guest needs, respond promptly and acknowledge all guest, maintain positive guest relations and ensure guest satisfaction at all times.
- Propose and initiate new services and products for our guests when approved.
- Keep informed of new techniques and trend all time.
- Develop and demonstrate his/her creativity at all time.
- Respect the privacy of personal guests' information.
- Share experience and best practice.
- Never request favors/tips from guest.
- Perform any other reasonable duties as required by the department head from time to time.

Requirements

Description of desired characteristics or personality traits:

- Positive attitude. Dynamic. Energic. Play by the rules
- Professional appearance and etiquettes.
- Curious: Keep inform all time of trend and new techniques.
- Motivation: Full understanding and respect of the Raffles & Fairmont vision, values and standards.
- Work inside and continuously maneuver in and around all hotel's rooms and adjoining PA.
- Work at a computer terminal during the shift when required.
- Possess good manual dexterity and coordination to operate office equipment, including computer, fax machine, printer and photocopy machine.
- Respond to visual and aural cues.

Education

- Post graduate in hotel management school

Certification

- Diploma or equivalent

Required Experience

- Minimum of 4 years working experience in a similar role

Required Knowledge

- Proficiency in Microsoft Office.
- Good business practice.
- Good people management knowledge.

Abilities &Technically Competent Requirements

- Positive attitude.
- Excellent verbal communication in English.
- Professional appearance and etiquettes.
- Ability to function well as part of a team.
- Able to multitask and work in a fast-paced environment.
- Strong management skills required.
- Good account skills required.
- Good computer skills required (Microsoft Excel and Microsoft Word).
- Good knowledge on flowers decoration needed.
- Keep inform all time of trend and new techniques.
- Good knowledge and experience in maintaining material, fabric and flooring.
- Able to interact with guest respectfully, naturally and efficiently.
- Fully aware of FLHSS standards.
- Diligent attention to safety.
- Full understanding of the Raffles & Fairmont vision, values and standards.

Physical Requirements / Work Environment

- Work inside and continuously maneuver in and around all hotel's rooms and adjoining PA.
- Work at a computer terminal during the shift when required.
- Possess good manual dexterity and coordination to operate office equipment, including computer, fax machine, printer and photocopy machine.
- Respond to visual and aural cues.

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.