Assistant Housekeeping Manager

To assist with leading and controlling the cleaning and servicing of all rooms, public areas, restaurants, meeting rooms and public spaces in the hotel. Adhering to AAA 5 Diamond standards and LQA benchmarking standards at all times by delivering luxury service through the Housekeeping team.

JOB PURPOSE

To assist with leading and controlling the cleaning and servicing of all rooms, public areas, restaurants, meeting rooms and public spaces in the hotel. Adhering to AAA 5 Diamond standards and LQA benchmarking standards at all times by delivering luxury service through the Housekeeping team.

Operational

• Support the maintenance of par stock for guest supplies, cleaning supplies, linen, and uniforms.
• Oversee the daily servicing and cleaning of rooms and public areas to meet company standards, AAA 5 Diamond standards, and LQA benchmarking.
• Supervise the cleaning and servicing of guest and staff restrooms daily, ensuring compliance with company standards, AAA 5 Diamond standards, and LQA benchmarking.
• Manage the daily servicing and cleaning of offices.
• Coordinate the prompt cleaning of function rooms post-use to facilitate quick turnaround, adhering to company standards, AAA 5 Diamond standards, and LQA benchmarking.
• Ensure rooms receive designated extras as required.
• Maintain a sufficient supply of clean linen in good repair, in line with company standards, AAA 5 Diamond standards, and LQA benchmarking.
• Regularly inspect rooms for necessary repairs and refurbishing, ensuring maintenance is conducted effectively according to company standards, AAA 5 Diamond standards, and LQA benchmarking.
• Collaborate with the Executive Housekeeper to identify and address areas needing décor attention.
• Assist in the accurate completion of attendance registers in accordance with company regulations.
• Create duty rosters, ensuring correct staffing levels and adherence to agreed standards, and manage any changes with appropriate authorisation.
• Help ensure an adequate supply of cleaning materials.
• Oversee the cleanliness and upkeep of staff accommodation.
• Support the Executive Housekeeper and purchasing team in selecting suppliers for housekeeping items.
• Assist with resolving guest complaints, upholding company standards, AAA 5 Diamond standards, and LQA benchmarking.
• Contribute to the development and implementation of effective housekeeping systems and procedures.
• Manage linen damage, laundering, and other product use, and provide reports to guide efficient procurement.
• Ensure compliance with AAA, 5 Diamond, and LQA housekeeping checklists.

People Management

• Manages, motivates and monitors the performance of the Housekeeping team.
• Assists the Executive Housekeeper in the recruitment process for the department by identifying staffing needs and shorting potential candidates by utilising the company’s HRIS (BambooHR).
• Assists in conducting candidate interviews as required, and informing the human resources team of successful candidates in a timely manner.
• Identifies candidates that are not performing to the expected standards of the company and recommend what steps should be taken.
• Assists in managing the performance management process within the department by providing continuous and constructive feedback, keeping communication lines open, providing clarification of expectations and identifying areas for improvement.
• To ensure that department goals are clear and in alignment with company objectives, AAA 5 Diamond standards and LQA Benchmark standards, and shared with supervisors and staff to maximise on performance expectations.
• Actively coaches the department’s supervisors and staff to unlock team member’s potential and growth, help them to develop new skills and to aid in promoting individual responsibility.
• Assist with conducting annual performance appraisals for department staff, ensuring that the process is fair, free of biases, accurate, and promotes the overall purpose of the performance management system.
• Able to access and identify department conflicts and infractions against company policies/procedures, and understands how, when and what form of disciplinary action should be taken.
• Assist in planning and executing frequent team building activities, in an effort to maintain the momentum and productivity of all staff within the department.

Training and Development

• Assists with the management aspects of Training and Development and Talent Management to maximise on supervisors and staff, personal and professional growth, in accordance with company’s Human Resources - Training and Culture Development team initiatives and to agreed AAA 5 Diamond standards and LQA Benchmark standards.
• Identifies and conducts assessments to determine what training needs are required for supervisors and staff within the department to increase job knowledge.
• Monitor guests' feedback and provide feedback on how supervisors and staff could improve on their overall performance.
• Recommends and assists with the creation and implementation of training plans, based on assessment and guests’ feedback.
• Liaise with the Executive Housekeeper and the Human Resources - Training and Culture.
• Development team to support the department’s development objectives and ensure that supervisors and staff are equipped with the necessary tools and materials to effectively execute their daily tasks.
• To carry out or ensure that regular On-the-Job training is taking place to align with the AAA 5 Diamond standards and LQA Benchmark standards.

 KNOWLEDGE, SKILLS AND PERSONAL ATTRIBUTES

Knowledge

The Assistant Housekeeping Manager must have proficient knowledge in the following areas:

• A minimum of 5 years in a housekeeping management role or a similar position, with proven experience in supervising and managing housekeeping operation
• Level 3 or above National Vocational Qualification in Housekeeping
• Knowledge of Housekeeping planning and administration.
• Inspection procedures for housekeeping
• Governing Practices of the Housekeeping department
• Knowledge of AAA, 5 diamond and LQA standards as well as the hotel operation standards
• Knowledge of cleaning procedures
• Knowledge of safe product use and Occupational Safety and Health procedures

Skills

The Assistant Housekeeping Manager must demonstrate the following skills:

• Excellent interpersonal skills
• Team building skills
• Employee motivational skills
• Decision making skills
• Effective verbal and listening communications skills
• Attention to detail and high level of accuracy
• Effective organisational skills
• Effective written communications skills
• Computer skills including the spreadsheet and word processing programs, and e-mail at a highly proficient level
• Time management skills

Personal Attributes

The Assistant Housekeeping Manager must demonstrate the following personal attributes:

• Hospitality
• Creativity
• Reliability
• Compatibility
• Effective Follow up
• Flexibility
• Consistency
• Leadership
• Professional deportment