Executive Housekeeper

Overview: KEY AREAS:

• Administration
• Quality Assurance
• Human Resources
• Expense Control
• Emergency Response
• Others
• General Duties

KEY RESPONSIBILITES
ADMINISTRATION Regular staff briefings
Conducts daily staff briefings, highlighting the following: Occupancy forecast VIP/Group arrivals Staffing Complaints (based on DM’s log) Business for the day Staff productivity (guestrooms cleaned per service associate) Public area condition
Profit and Loss
Prepares monthly forecast for the housekeeping department and coordinates with Laundry for the monthly forecast for Laundry. With forecasted business volume as basis, projects manning requirements to ensure maximum productivity. Attends P&L reviews and prepares rationale for variances in labor cost, printing and cleaning supplies, uniform/linen costs, stationery, cost per occupied room, etc.
Rooms Division meeting
Attends and reports all relevant activities of the department.
Lost and Found
Oversees/Administers Lost and Found procedures, ensuring that implementation level adheres to established guidelines.
Annual Budget
Prepares details of guestroom and cleaning supplies and equipment, uniforms, linen and flowers for the covered year. Provides labor needs details to HRD for incorporation in the labor cost budget.
Capital Expenditures (CAPEX)
Prepares CAPEX list with rationale, for approval.
Reports
Prepare and submit the following reports to the Hotel manager on a regular basis: Linen Inventory – quarterly Amenity Inventory – every other month
Planning
Plans for additional amenities, extra beds and other equipment/supplies as called for by the volume of business.
QUALITY ASSURANCE
Carries out quality control activities and maintains/upgrades standards by: Conducting quality inspections of public areas. Conducting quality inspections of guestrooms by spot check. Together with linen/laundry personnel, will be conducting quality inspection of all linen and uniform by randomly checking all items once in a quarter. Conducting quality inspection of the heart-of-the-house areas on a random basis. Performance daily quality check of the VIPs rooms’ allocation.

HUMAN RESOURCES Associate Selection and Placement
Conducts selection interviews. Coordinates with the Human Resources Division on the process and guidelines Recommends candidates for vacancies to the HR and Hotel Manager based on interviews conducted.
Training
Ensures that training objectives and activities are aligned with operational objectives Discusses training priorities with section heads, drafts/reviews training schedules for the month and authorizes activities Coordinates with the Training Manager in all matters pertaining to staff training and development. Personally conducts/facilitates training activities in accordance with established targets In coordination with the Training manager, oversees training sessions facilitated by section heads to ensure maintenance of quality of training.
Succession Plan
Ensures the successful implementation of the program in the department. Coordinates with the HR in identifying potential candidates. Recommends appropriate developmental programs.
Staff Productivity
Implements appropriate scheduling and duty roster management to ensure associates on duty at any given time corresponds with expected business volume. Proactively looks for ways to maximize the department’s output without compromising standards.
Performance Appraisal
Sets performance targets for all associates at the start of the performance period. Monitors associates performance. Ensures documentation of both positive and negative performance indicators in preparation for the formal performance review. Gives regular feedback to supervised associates on performance issues (both for the group as well as the individual). Conducts appraisal sessions for supervised staff and formally documents performance for the period using official forms, following authorized procedures and observing set timelines as disseminated by the Human Resources.
Staff Discipline
Ensures that the associates adhere to the rules and regulations of the Hotel by: Facilitating regular reorientation for the associates on rules and regulations; Immediately communicating/updating associates on new rules/standards; Continuously monitoring implementation of rules/standards; Effecting coaching/counseling and, if necessary, disciplinary procedures when rules/standards are violated.
EXPENSE CONTROL
Establishes procedures for controlling expenses and ensures that these are consistently implemented in all housekeeping sections. Reviews monthly consumption of chemicals/supplies and other items incidental to operations. Reviews linen par stocking every quarter and makes recommendations (for the approval of the Hotel Manager). Reviews budget for flowers, chemicals and supplies vis-à-vis actual consumption; rationalizes and makes appropriate recommendations.
EMERGENCY RESPONSE
Possesses full knowledge of emergency procedures. Provides assistance to the Hotel Emergency Action Team (HEAT) during emergencies (drill or actual) by strictly adhering to specified procedures. Ensures that all supervised associates have full knowledge of emergency procedures and role of the section/department in handling such type of emergency. Attends scheduled associate training and periodic reviews on departmental responsibilities in case of emergencies and ensures supervised associates gives full attendance as well.
OTHERS Lost & Found
Ensures that all associates are aware of Lost and Found procedures, at all times. Ensures that all associates strictly follow required procedures at all times. Ensures that all associates inform the Duty Manager and/or Security Department if valuables are left in the open.

Guest Complaints
Ensures that all associates are aware of guidelines governing complaints handling. Encourages associates to make decisions at customer contact, and ensures associates are aware of the responsibility and established authority limits at all times.
Others
Performs other duties as may be required by management from time to time.
GENERAL DUTIES Care of equipment
Oversees and ensures proper maintenance of equipment in the area of assignment. Oversees and ensures timely reporting of malfunction or maintenance deficiencies to appropriate area.
Communication
Attends briefings and meetings, as required. Maintains good relationships with colleagues and contributes to team spirit. Cooperates and coordinates with colleagues whenever necessary. Interacts with other departments to provide additional or specialized guest services.
Training & Associate Activities
Attends scheduled training activities Participates actively in company-initiated employee activities.
d. Grooming & Hygiene
Adheres to specified hygiene and personal appearance standards of the Hotel.
e. Attendance
Adheres to set procedures for attendance and timekeeping
f. Company Policies & Procedures
Adheres to the provisions outlined in the Employee Handbook, Disciplinary Code and Rules & Regulations.
g. Environmental Awareness
Participates in activities concerning the protection of the environment. Implements the identified Best Practices in the work area. Assists the Cluster Hotel Manager in implementing the Environmental Policy.
h. Guiding Principles
Practices the guiding principles in day-to-day interaction and actively encourages staff to do the same. Maintains the highest standard of professionalism, ethics and attitude towards clients and colleagues.
The above areas, responsibilities and activities reflect the items considered necessary to describe the principal functions of the job identified and shall not be construed as detailed description of all the work requirements that may be inherent in the job. PERSONALITY
CHARACTERISTICS REQUIRED
ESSENTIALS
DESIREABLE
PHYSICAL Height/build; Age; Sex; Presentation; Speech; Health
Neat, well-groomed and pleasant in appearance.
Articulate
Physically fit
LANGUAGES
Oral and written proficiency in English
Proficiency in a foreign language
Good understanding of local language/dialects.
QUALIFICATIONS/ TRAINING
College graduate
Diploma in Home Economics or Hotel Management
WORK EXPERIENCE
Minimum of 2 years as Housekeeping manager in a 5-star international hotel with a minimum of 250 rooms.
2 years as Executive Housekeeper in a deluxe hotel / international hotel
Some exposure in Front Office and Laundry
DISPOSITION Leadership; relationships; character; potential
Ambitious Sensitive to guest and employee needs Can be a positive role model Self-starter Goal-oriented
Sense of humor
OTHERS
Financial Knowledge Computer Skills Effective Training skills Willing to work on extended duty hours MANAGERS AND ABOVE RESPOSIBLITIES Human Resources

• Responsible for HR leadership of direct reports and their teams (recruitment and selection, performance management (Appraisal/PDP), associates development and motivation, counselling / disciplinary issues.
• Maintain and enhance the open door policy to all associates providing advice and guidance when needed in regards to their issues or concerns and/or grievances
• Ensure that the hotels are fully compliant with Wyndham people processes and deadlines that govern all Wyndham properties. i.e. AES, Success Matters, Probation reviews etc.
• Ensure that the administration of the 3-month/6-month review process in the operational departments and ensure that follow-up for all issues is done in timely manner and results of both follow-up and the initial reviews are communicated to all relevant parties
• Talent Reviews are alive and active and the target audience know why they are so important
• Ensure 100% compliance with all mandatory training for departments; as well as the Departmental Trainers positively encouraged
• Control the LTO in the operational departments in conjunction with the HR to ensure that any areas of concern and monitored and rectified.
• Manage the Associate Engagement Survey process for the operational departments ensure that the follow up meetings are done
• Conduct interviews for all senior positions
• Review manning and re-recruitment of all positions
• Ensure one CSR event takes place every quarter
• Ensure that you dine in the associates restaurant at least three times a week and provide CDHR feedback

Communication

• To conduct or chair regular communication meetings with team(s) and actively participate in relevant business meetings to facilitate effective communication.
• Conducted weekly documented 121’s with all direct reports
• Share all relevant information with Hotel Manager in weekly 121’s
• Participate in Monthly HOD Meeting/ Quarterly all Hotel Meeting/ P&L meeting

Finance

• Prepare the expenses budget
• Ensure vacation, Public Holidays and lieu days are used to the needs of the business
• Ensure that the payroll is submitted to HR on the agreed date

Management

• Train and develop the team and provide support when required
• Ensure all direct reports have a Personal Development Plan to achieve their goals
• Ensure that effective communication flow is maintained at all times
• Actively participate in the community involvement projects and initiatives together with the hotel’s management team
• Maintaining a business environment based on the Code of Conduct and Company Vision
• Participate in WYNcom