Executive Housekeeper

1. General:

• It is part of your role to understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues.

• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, and with all rules, regulations and other requirements.

• It is part of your strategy to fully understand and support in all aspects the Mandarin Oriental, Doha Human Resources Strategic Policy.

• It is part of your role and your responsibility to fully support all learning and development activities.

• On The Job trainers and trainings.

• Group Training Technique trainers and trainings.

• Update and maintain a complete Training Matrix for your department.

• Update and maintain Job Description and Job Specification Matrix for your department.

• Ensure the colleagues’ career path and development needs are being prioritised and documented in accordance with the MO Profile online system.

• Hold monthly meetings with all colleagues to assure they have a forum to voice any concerns or challenges and share departmental and hotel information.

• You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.

• Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.

• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.

• Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.

• Mandarin Oriental, Doha has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.

• Act as a hotel ambassador at all times.

• To carry out any additional duties requested by management, related to hotel operational activities

2. Departmental:

• Managerial Duties: (Applicable for supervisors and above)

o Lead and manage the department in accordance with Mandarin Oriental Standards and set hotel objectives

o Ensure that departmental levels of KPIs are in line with hotel objectives

o Always lead by example

o Prepare monthly departmental forecasts and yearly budgets together with Director of Rooms

o Interview and recruit colleagues as per job specifications and form an efficient and motivated housekeeping team

o Motivate, train, supervise, evaluate and discipline all Housekeeping and Laundry colleagues

o Ensure that all relevant FHLSS standards are in place and followed

o Monitor daily, weekly, monthly, and quarterly assignments and projects for all Room Attendants, Housemen, Public Area, Uniform / Laundry Attendants and Office Coordinators

o Attend managerial meetings if requested and participate actively in achieving productive results

o Review and reassess outsourced contracts on a yearly basis

o Implement control measurements on departmental labour costs. Minimize costs while ensuring adequate staffing is available to provide five-star service.

o Review regularly Standard Operating Procedures, and update Policies and Procedures in order to guarantee effective and efficient service as per Mandarin Oriental Standards

o Spot check on public areas, the laundry operation and uniform room

o Spot check on all reports necessary for QTA (Qatar Tourism Authority)

inspections and ensure that they are updated regularly

o Spot check on the lost & found items, at least twice a month, to ensure that system is used correctly and items are stored as per policy

o Conduct daily meetings with Managers and Supervisors to address any challenges or to appraise the team

o Monitor productivity and establish measurements together with the housekeeping management team to increase productivity

o Participate in weekly walk-throughs and monitor all outside contractors

o Maintain an ongoing Safe & Sound program

o Monitor inventories of cleaning equipment, linen and guest supplies, to ensure sufficient stock at all times and to forecast accordingly

o Conduct appraisals, disciplinary actions, and performance reviews on a regular basis

o Identify colleagues for further development or training needs

o Monitor training plans and measurements for training needs

o Spot check and conduct self-audits at least once a month in all housekeeping areas including laundry, public areas, and rooms

o Review and monitor quarterly, half-yearly, yearly cleaning schedules for all hotel areas and ensure that they are carried out as planned

o Coordinate with Front Office and Engineering about repeated challenges

o Establish Preventive Maintenance Plan and Snag lists for rooms and public areas

o Ensure all audit requirements are met for LQA, Forbes, QTA and conduct regular self-audits

• Customer Focus:

o Respond to guest questions and needs professionally, timely and with a smile

o Handle guest complaints in a polite and highly professional manner

o Take ownership of any guest complaints and follow up on the service recovery

o Meet with VIP guests in order to meet their expectations and to gather preferences, as well as to discuss any special requirements

o Check VIP arrivals and ensure their preferences are fulfilled

o Provide guest assistance, direction and information as requested

o Conduct daily communication meetings about any glitches or guest challenges

• Departmental Duties

o Perform daily inspection of all public areas, guestrooms, exterior of building and back of house areas, to ensure that the highest standards are met

o Attend daily meetings with housekeeping and laundry colleagues

o Monitor progress and ensure completion of deep cleaning program and assign tasks to housekeeping managers

o Establish and monitor projects for Asst. Executive Housekeepers and Managers

o Perform line level functions in emergency situations

o Provide a working environment that allows colleagues to excel

o Provide cost effective housekeeping management without compromising on quality

o Ensure that the housekeeping operation is performing consistently at a very high level

o Implement and assess innovations and trends in housekeeping

• Colleague Relations:

o Ability to work a flexible schedule to include early mornings, late nights, weekends and holidays

o Be creative, energetic and willing to exceed expectations in order to guarantee highest staff and guest satisfaction

o Motivate and inspire the Housekeeping Team to continuously deliver formidable luxury service

o Coach and train colleagues to increase colleague satisfaction and productivity

o Immaculately groomed and articulate, highly professional appearance

• Administration Duties:

o Monitor and perform administrative duties such as, but not limited to, departmental scheduling, payroll, purchase requests and monthly consumption reports.

o Prepare monthly reports and forecasts

o Take charge of FHLSS reports and related training log books

o Monitor and review filing structure and recordkeeping of cleaning schedules/tasks

o Assign and monitor departmental trainings

o Review and monitor the productivity of room attendants

• Additional Duties:

o Other duties assigned by the Director of Rooms or the senior hotel management