Housekeeping Manager

Job description / Role

Department:
Housekeeping

Leadership received from (directly):
Rooms Division Manager

Leadership received from (indirectly):
General Manager

Key stakeholders:
Housekeeping - Asst. Manager

Our Vision, we make moments

Mövenpick Hotels & Resorts (MH&R) is in the "moments" business. We're intimately involved in important times in our guests lives. And you never know when a moment can be made. A simple smile in the lobby can create the positivity that turns a business trip into a new business celebration. An insider tip on the best way to spend a day can make an entire holiday. A romantic dinner for two can lead to a longer term partnership.

It doesn't take much to make a moment. Just to be genuine. And human. And warm. And take steps to do the ordinary in an extraordinary way.

We understand that this vision cannot be achieved without great people who create and support work environments designed to produce exceptional results.

The Role

- Implement, drive and manage all Housekeeping business requirements and related activities of the Hotel and Residences
- Implement, lead and encourage robust and positive interaction with all departments and key stakeholders, i.e. Front Office, Engineering, Food & Beverage teams and all third party suppliers/partners to meet and exceed guest and employee's satisfaction at all times
- Being entrepreneurial and thinking beyond the boundaries is expected and not requested
- Provide service that is sincere, warm and enthusiastic, ensuring total guests' satisfaction
- Take the time to become familiar with all guests and employee's and ensure you and the Housekeeping team are committed to service excellence at all times
- Lead and encourage an 'eye for detail' and promote through mentoring and coaching the same quality within the Housekeeping team
- Housekeeping is your business, 'treat it as such' by remaining a entrepreneurial and commercially minded leader without compromising the MH&R strategic objectives

Key Deliverables and Responsibilities

Planning & Organizing:

- To assists the Rooms Division Manager to control and direct the Housekeeping Department.
- Specific responsibility to assure a smooth operation with the highest Standards of Service
- Service according to the Company's Policies.
- To monitor the Day-to-Day Operation.
- To carry out Inventories of Equipment and Linen to ensure Costs are controlled and
- Hotel Standards are kept.
- To monitor close cooperation with all Departments and Guests.
- To conduct Orientation and Training programs to new and current Housekeeping Employees.
- To carry out daily Briefing, On Job Trainings and Appraisals within Department.
- To inspect daily Guest Rooms and Public Areas.
- To check VIP Rooms to ensure Cleanliness and Standards are kept to Hotel Standards.
- To monitor Guest Arrivals for special Guest Requests.
- To identify problem Areas as identified by Guest and Staff feedback.
- To establish and maintain effective Employees relations.

Requirements

Operations:

- Ability to focus attention on details and be able to organize, prioritize and follow-up.
- Must be able to take initiative and work productively within any given period of time unsupervised. Should be aggressive and must work well under pressure.
- Ability to maintain confidentiality and security of all guest and general hotel information.
- Must be a team player, working well with other departments and co-workers.
- Ability to work flexible hours, including weekends and evenings if necessary.
- Ability to work flexible hours, including weekends and evenings if necessary.
- Ability to go the extra mile, to provide the extra attention in order to satisfy guests' individual needs and wants.
- Should be creative, innovative and strive for continuous improvement.
- Should display leadership qualities in regards to thinking clearly, quickly, and making decisions.
- Ability to promote positive relationships with all guests in the hotel and company.
- Ability to prioritize and organize work assignments; delegate work.
- Ability to direct performance of staff and follow up with corrections where needed.
- Ability to motivate staff and maintain a cohesive team.
- Ability to ascertain departmental training needs and provide such training.
- Ability to be a clear thinker, analyze and resolve problems exercising good judgment.
- Ability to remain calm and courteous with demanding/difficult guests and/or situations.
- Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.
- Ensure that sufficient staffing is present to meet the daily business demands.
- Handle all disciplinary counseling as needed according to Mövenpick policy.
- Communicate anticipated business demands daily with each employee.
- Conduct daily line-ups.
- Ensure staff's knowledge of hotel services, features, and amenities.
- Assign specific tasks to the staff as they arise.
- Monitor and ensure that the Housekeeping staff performs their job functions to the hotel's standards.
- Assist the Housekeeping Staff whenever necessary in performing all job functions.
- Conduct ongoing training with existing staff and ensure that new staff is certified as required.
- Accommodate all guest requests in an accurate and efficient manner.
- Coordinate all group requests and needs.
- Monitor and maintain cleanliness and working conditions of equipment and supplies.
- Prepare work orders for equipment repairs and distribute to Engineering.
- Ensure all supplies are ordered with accurate usage factors and are received in a timely manner.
- Ensure that all pertinent information is documented in the logbook daily.
- Complete daily walk through with the night cleaners and evaluate their work.
- Ensure payroll is documented and submitted accurately and promptly.
- Ensure productivity forecasts are accurately completed and submitted timely.
- Conduct performance appraisals of designated staff as required.
- Assists in any emergency procedures such as Evacuation, Fire & Bomb Threat.
- To ascertain a high degree of cleanliness within the Rooms (to receive zero complaints about your department).

Mövenpick Hotels & Resorts reserves the right to revise all job descriptions from time to time as business needs demand. Other duties may be assigned as & when necessary. The above-mentioned job description attempts to outline key aspects of the role, however, does not limit its right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.

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.