Duties & Responsibilities of Houskeeping Staff in HOTEL

7/28/2019 Duties & Responsibilities of Houskeeping Staff in HOTEL

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Executive Housekeeper

Job Purpose

Reporting to the Rooms Division Manager, the Executive Housekeeper contributes to guest

comfort and ensures the daily cleaning and tidying of all the hotel bedrooms and any publicareas.

He/she also monitors the financial performance of the Housekeeping department operation and

the efficiency of the linen service

Key Responsibilities

Customer Focus:

To implement the consistent delivery of superior customer service through the CustomerService Programme.

To ensure that the department creates a professional impression to customers and teammembers.

To review and act on Customer Service Reports relevant to your areas of responsibility toachieve positive and consistent results.

To review and act on customer feedback relevant to your areas of responsibility. This toinclude customer complaints and compliments.

To ensure routine maintenance is carried out in your areas of responsibility, reporting anydamage and wear and tear, ensuring bedroom faults are rectified promptly.

To organise and set up on-going deep clean schedules.Business Awareness:

To be fully aware of budgeted and actual departmental financial targets. This to includerevenue, stock levels, average spends and departmental profits.

To be fully aware of departmental budgeted and actual payroll costs and manage byallocating labour resources in line with forecasted and actual business levels, throughproductivity ratios and payroll management.

To be fully aware of and control departmental operating costs in line with forecastedbusiness levels.

To control all linen stocks and levels, ensuring linen costs are controlled in accordancewith hotel procedures.

To assist with the control of purchasing in department by effective use of S.A.P.Specific Job Accountabilities:

To ensure efficient stores procedures, ensuring cleaning materials and guest suppliesareadequate and stock levels in accordance with hotel business.

To carry out stock takes as required. To ensure all charges are raised for laundry and dry cleaning services, where appropriate.
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To assist with the preparation of Housekeeping budgets. To update price comparisons of all Housekeeping sundry items. To maintain good effective working relationships with linen/laundry suppliers where

appropriate.

Growing the Business:

To positively approach sales opportunities in order to maximise hotels revenue andexceed budgeted targets.

To suggest promotional opportunities to enhance hotel and department performance. To ensure all department team members are sales focused.

People Management:

To lead and create a team environment which promotes good employee morale andensures a high level of commitment and pride in the hotel.

To ensure effective communication with your team by holding regular briefing sessionsand attending all management meetings.

To carry out quality planned training and development in a systematic and professionalway in order to meet the needs of the business and assist in individual team members

personal development. To ensure training is recorded and all team members follow theCompany Induction Programme.

To compile the department Training Plan to meet the hotel business objectives anddevelop team members.

To carry out performance reviews for team members every six months, followingcompany guidelines.

To set clear objectives for departmental team members, linked with the hotels Businessplan.

To co-ordinate the recruitment of new departmental team members up to supervisorylevel, in line with the Company Recruitment Policy.

To continuously coach and counsel colleagues. To review the success of training in meeting objectives. To correct unacceptable behaviour and performance in line with the company

disciplinary procedures.

Controlling the Environment:

To ensure the department operates effectively on a day to day basis, ensuring companystandards are met and delivered consistently with attention to detail. This to include

ensuring shift controls and procedures are adhered to.

To comply with your responsibilities under the Regulatory Reform (Fire Safety) Order2005 as detailed in the QMH Fire Safety Management System, a copy of which can be

found in each hotel or accessed on the intranet.

To comply with statutory and company requirements for Health and Safety, Food Safety,Risk Assessment, Licensing Laws, Disability and ensure all employment legislation is

strictly adhered to and team members are trained accordingly.


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To review and co-ordinate action on Hygiene Audits in order to enhance the environmentand achieve positive consistent results.

Other:

To act as the Hotel Guest Relations Manager as required, ensuring a professional andfriendly service throughout the hotel.

To keep yourself informed of the hotel goals and objectives and those of otherdepartments, maximising the role you play in delivering the hotel budgeted targets.

To implement an effective key control system in department, thus ensuring the security ofall housekeeping keys.

To operate I.T. systems in line with company standards. To be fully aware of and adhere to security procedures laid down. To ensure the department actively maintains and supports Investors in People procedures

and practices in order to ensure re-recognition.

To attend training when required.

To be fully aware of and strictly adhere to Fire, Bomb and Health and Safety procedures. To be fully aware of and comply with hotel and company rules and regulations as

identified in the team member handbook.

Entry Requirements

Skills

Management: Managing priorities, the ability to listen, stress management, teammotivation.

Recruitment

Ability with figures and ability to manage a cost centre Sensibility to customers and able to deal face-to-face with guests Ability to deliver training at all levels Understanding of IT issues in relation to Housekeeping Attention to detail: working carefully within the minimum time Team working The ability to take the initiative Good physical resilience Organisation and thoroughness: preparing bedrooms in the minimum length of time

whilst respecting internal hotel procedures

Discretion: not disturbing guestsQualifications

Significant experience as an Executive Housekeeper Fluency in a second language would be an advantage


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Assistant Housekeeper

Job Purpose

To contribute to guest comfort and ensure the daily cleaning and tidying of all the hotel

bedrooms and any public areas.

To also monitor the operation efficiency of the linen service


To ensure that high standards of cleanliness are maintained throughout the hotel, with thesupervision and inspection of all guest rooms and areas.

To be fully aware of all hotel services and activities. To allocate areas of cleaning on a daily basis fairly, in accordance with hotel procedures

and hotel business.

To ensure all guest and team members laundry and dry cleaning is processed inaccordance with hotel procedures, charges are raised and documentation completed forhotel audit procedures.

To be fully aware of the mini bar procedures (where appropriate). To be fully aware of linen procedures and assist with linen stocktakes as required. To order, receive and issue cleaning materials and carry out stocktakes as required. To ensure the correct use of cleaning agents on all surfaces. To assist with the periodic cleaning of areas as requested. To be fully aware of, and strictly adhere to, security procedures laid down by the hotel

and company. This to include keys, stock, cash and property.

To record and report all faults and damage arising to Maintenance. To ensure all housekeeping equipment is used safely and effectively. To ensure on all occasions you observe safe and hygienic working practices in order to

satisfy Health and Safety at Work and other statutory legislation.

To assist with the housekeeping operation as necessary, i.e. servicing of guest rooms etc. To record, report and process lost property according to hotel procedures. To assist with the training of team members in order to encourage and obtain maximum

commitment. This to include recording of training, Induction and National Vocational

Qualifications.

To review the performance of team members where this forms part of your responsibility. To consistently deliver superior customer service through our Customer Service

Programme

To be aware of and strictly adhere to fire procedure precautions and bomb threatprocedures as laid down by the hotel and company in order to satisfy statutory legislation.

To comply with your responsibilities under the Regulatory Reform (Fire Safety) Order2005 as detailed in the QMH Fire Safety Management System, a copy of which can befound in the hotel or accessed on the intranet.

To attend training when required To be fully aware of and adhere to Health and Safety and fire procedures


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To be fully aware of and comply with hotel and company rules and regulations asidentified in the team member handbook.

Entry Requirements

Skills

Attention to detail: working carefully within the minimum time Team working The ability to take the initiative Good physical resilience Organisation and thoroughness: preparing bedrooms in the minimum length of time



Significant experience in Housekeeping Fluency in a second language would be an advantage

Housekeeping Team Member

Job Purpose

To be responsible for cleaning and tidying the hotel bedrooms. In doing so, they must:

Do the domestic work required, including changing the bedclothes and cleaning andreplenishing the bathroom

Check the general condition of the room and notify the Assistant Housekeeper of anymalfunction or damage


To be responsible for the linen and equipment supplied for his or her use To ensure that brand standards and procedures are applied

Entry Requirements

Skills

Attention to detail: working carefully within the minimum time Team working Organisation and thoroughness: preparing bedrooms in the minimum length of time



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No previous experience required

Reception Shift Leader

Job Purpose

To be totally customer focused by consistently delivering excellent customer service with an

informed, friendly and effective approach.

To ensure the smooth running of the Reception Desk, whilst achieving maximum revenue and

guest satisfaction. To maintain standards of customer care as laid down by hotel and companystandards.

Responsibilities

To ensure all guests on their arrival receive a warm welcome and are assisted in acourteous, helpful manner with registration and when checking out of the hotel.

To ensure room sales are maximised by dealing with all enquiries/chance guests/salesleads in accordance with procedures set in the Reception S.O.P. manual.

To take reservations and other enquiries to the company standard during periods whenthe Customer Sales Centre is unmanned or busy, ensuring all information is correctly

recorded. To be consistently aware of the hotels and local availability. To maximise all

opportunities to sell rooms at the best possible rate.

To ensure all guest accounts are monitored and posted with correct charges and havesupporting documentation.

To ensure the hotel switchboard is answered as per company standard, ensuring that allmessages are correctly handled and processed to guest rooms immediately.

To be fully aware of hotel facilities and activities and promote wherever possible. To ensure that guests throughout their stay are assisted in a friendly and professional

manner and any guest complaints are reported to the Guest Relations Manager.

To be fully aware of the hotel cash handling and credit procedures and to account for anydiscrepancies at the end of the shift.

To ensure good working relationships with colleagues in the Reception area and otherdepartments of the hotel.

To ensure security procedures regarding guest valuables, departmental keys and floats arestrictly adhered to at all times.

To ensure that upon arrival the details of each guests stay are accurate and any specialrequirements have been actioned.


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To participate with training and coaching of team members as required. This to includerecording of training.

To deal effectively with all queries relating to your shift as required. Consistently deliver Superior Customer Service through our Customer Service

Programme.

To attend training when required

To comply with your responsibilities under the Regulatory Reform (Fire Safety) Order2005 as detailed in the QMH Fire Safety Management System, a copy of which can be

found in the hotel or accessed on the intranet.

To be fully aware of and strictly adhere to Health and Safety, fire and bomb threat andsecurity procedures.

To be fully aware of and comply with hotel and company rules and regulations asidentified in the team member handbook.

Linen Porter

Job Purpose

To be involved in:

Laundering Maintaining the hotels stock of linen Supplying and maintaining staff uniforms


To be responsible for the linen and equipment supplied for his or her useEntry Requirements

Skills

The ability to manage priorities Time management Attention to detail: working carefully within the minimum time Good physical resilience: long working hours Organisation and thoroughness: to avoid oversights, damage and late delivery

Qualifications

No previous experience required

Duties & Responsibilities of Houskeeping Staff in HOTEL

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