Housekeeping Manager

Job Description

To promote a helpful and professional image to the Customer with full cooperation when requiring assistance, ensuring a prompt, caring and helpful attitude.

To strive and anticipate the customer’s needs whenever possible to enhance quality service, and in turn enhance customer satisfaction.

To give full cooperation to any employees requiring assistance in a prompt, caring and helpful manner.  To be flexible in assisting around the Hotel in response to the business and customer needs.

To maintain regular and effective communication with the Team.  Also, attend Hotel Meetings when required.

To manage the recruitment of employees scheduling and planning of departmental rosters, departmental orientation employees and training schedules.

To assist in creating an environment which promotes employees’ morale that encourages employees

To deliver Departmental Service Standards aligned to ACCOR Brand Standards.

To help control operating costs within the standards set under the direction of the Rooms Division Manager.

To identify and report hazards and maintenance requirements in the workplace and follow through with other Heads of Department to ensure no defects.

To comply with statutory and legal requirements for fire, health and safety within your department.  Check that members of your Department are also aware of these requirements and are working in accordance to them.

Communicates to employees the importance of meeting customer as well as regulatory & statutory needs.

Ensures the availability of resources to carry out all tasks.

Ensures customer requirements are determined and met.

Actively promotes an awareness of customer requirements throughout the organization.

Ensures that responsibilities and authorities are defined and communicated within the organization.

Ensures appropriate communication processes are established.

Determines the necessary competence for employees and provide training or other actions to satisfy these needs.

Ensure that employees are aware of the relevance and importance of their activities and how they contribute to the department objectives.

Understands and is aware of all fire and safety procedures.

Administration

Ensures that all department reports and correspondence are completed punctually and accurately.

Ensures proper control of the keys allocated to the housekeeping department.

Ensures proper handling and control of lost and found.

Ensures proper requisitioning and controlling of supplies.

Ensures proper assignments of work to housekeeping employees.

Ensures effective control of linen (receiving, recording and storage)

Monitors through regular inventories and analysis of losses.

Operational

Ensures through effective supervision that all services offered in the housekeeping department are always available and are carried out with the outmost efficiency and courtesy as per the department operations manual.

Liaises with laundry and technical services departments to ensure the smooth flow of linen supplies and repair work.

Liaises with the Front Office on anticipated guest check-ins, checkouts, room assignments and rooming list.

Conducts periodic inspections of all hotel areas to check the cleaning standards.

Ensures the proper ordering of cleaning supplies and guest supplies and to check that they are handled and stored correctly.

Ensures that all rooms are checked prior to the arrival of the guest for 100% readiness.

Ensures that all safety rules, emergency procedures and fire prevention regulations are strictly enforced by the employees.

Ensures proper arrangement and maintenance of flowers and plants in the guest rooms and public areas.

Conducts regular housekeeping meetings to keep employees informed of policies and procedures, special events, further improvement plans and guest comments.

Uses the guest history system to its fullest potential

Financial

Assists the Rooms Division Manager in the preparation of the department’s budget.

Ensures that the department’s operational budget is in line and costs are strictly controlled.

Ensure manning and competence level of selected employees is sufficient for the department to meet the needs of the organization and customer.

Talent and Culture

Ensures that all employees report for duty punctually wearing the correct uniform and name badge at all times.

Assists in the building of an efficient team of employees by taking an active interest in their welfare, safety, training and development.

Together with Rooms Division Manager ensures employees evaluations are conducted for all housekeeping employees to review their general performance, discuss existing performance and areas of improvements by conducting probationary, bi-monthly and yearly appraisals.

Monitors the result of monthly Trust You results and maintaining positive feedback by consistently provided quality service to our guests.

Comes up with training plan that will enhance employee’s performance and motivate them to be more effective in their work.

Ensures that all employees have a complete understanding of and adhere to the hotel’s policy and procedures.

Training & Quality

Maintain appropriate records of education, training, skills and experience.

Provide constant coaching, counselling and discipline to employees to ensure their capability to meet the needs of the customer and the organization.

Control department forms and records according to the Hotel and Brand Standards for Document Control.

Qualifications

• Previous experience as Head Housekeeper in a similar sized property
• Knowledge of hotel PMS System, Microsoft Office computer applications, office equipment
• Ability to perform assigned duties with attention to detail, speed and accuracy
• Excellent written and oral communication skills 
• Must possess outstanding guest service skills
• Must be guest-oriented, enthusiastic with a vibrant personality
• Must have “hands on” approach
• Must maintain composure at all times and work objectivity in stressful, high-pressure situations  
• Ability to approach all encounters with guests and employees in a professional manner
• Must be a good listener and be able to follow instructions
• Must be a good team player                                                                                      

• Education - Experience:

• Excellent English, verbal and written communication skills
• Comparable environment
• Prior experience in Union Environment highly preferred

Additional Information

Benefits:

Great talent deserves great rewards so here's just some of what we are able to offer:

- Training and development programs

-  Discount card to be used in Accor hotels worldwide

-  Complimentary stays in UK hotels (Bonus Breaks - subject to T&C)

-  Meals on duty

-  Uniforms

-  Employee Advisory Service

-  Discounts in shops and Hotel’s partners (Europcar, Merlin Entertainment etc. )

Why Accor? Unleash Your Potential!

Step into a world beyond the ordinary at Accor, not just a global leader but a canvas for your individuality. Here, your journey is uniquely yours, woven with purpose and limitless growth. Embrace the extraordinary, write your story with us, and be part of shaping the future of hospitality.

Discover the boundless possibilities and exciting experiences waiting for you at Accor. Indulge your passion, contribute to a better world, and fearlessly challenge the status quo. Your limitless adventure starts here: Explore Opportunities

Join us in creating an inclusive community that celebrates diversity. At Accor, we're not just building careers; we're shaping a future where everyone thrives! #BELIMITLESS

Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.
When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.

When you submit an application to Accor UK Business & Leisure Hotels Limited, trading as AccorInvest UK, the company processes some of your personal data to consider and manage your application.

We may also process data supplied to us by third parties, for example one or more of your former employers or a third-party supplier of personality questionnaires. Please note that your answers to any questionnaire will not lead to an automated decision.

In our capacity as data controller, we ensure that we comply with all legislation relating to the protection of personal data (in particular the retained EU law version of the General Data Protection Regulation (Regulation (EU) 2016/679) and the Data Protection Act 2018).

Information relating to the processing of candidates' personal data and to the exercise of their rights of access, opposition, rectification and deletion is available in our Employee Privacy Policy.