Presented by Hassan Mustafa4th August 2016

Customized Housekeeping Services for “World Trade

Center”

Contents

• Introduction

• World Trade Center

• Scope of Work

• Recommendations

Introduction

• Myself ( A professional perspective ) CV appended• World Trade Center

• CompetitorsThe Centaurus Mall

Scope of Work

• Operational Services• Administrative Services• Employee Handling• Financial• Guest Service• General

Operational Services• To ensure that the housekeeping department is managed efficiently

according to the established concept statements and adhere to Company and World Trade Center Policies & Procedures.

• To assist in the implementation of a flexible employee base, with the right mix of Full Time and Contractual employees. To allocate employees over Division based on established business levels for that day.

• To assign responsibilities to subordinates and to check their performance daily.

• To support staff needs in other Divisions ,based on World Trade Center priorities and anticipated business levels.

Operational Services• To monitor service and standards in all work places.

• To be available and on duty during peak periods.

• To conduct frequent and thorough inspections together with the Assistant Executive Housekeeper in Housekeeping Department related to standard and cleanliness of World Trade Center .

• To handle guest and employee inquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow-up with guests.

Operational Services• To communicate with The Purchase Department to ensure punctual

ordering of guest supplies, cleaning supplies and ensure proper handling and storing.

• To be responsible for the inventory of guest supplies, cleaning supplies, printing & stationary of the department, uniforms ordering and replacement when necessary.

• To communicate with the Florist for meeting the floral requirements of World Trade Center and ensure their proper arrangement and maintenance.

• To communicate with World Trade Center contracted company for Pest Control and to ensure that an effective program is instituted and maintained.

Operational Services• To keep informed of the housekeeping standards of competitor.

• To ensure proper handling and control of ‘Lost and Found’ items.

• To initiate and coordinate monthly meeting with the Engineering Department, in order to establish correct priorities and that World Trade Center will proceed with the most important items with regards to maintenance.

Administrative Services• To ensure that all meetings with other departments are well planned and

result oriented.

• To attend daily operations briefing with the GM and other Departmental Heads.

• To ensure that deadlines on all projects are met.

• To prepare weekly work schedules in accordance with the workload and priorities.

Employee Handling• To assist in the selection and training of department personnel; in addition

to delegation of authority to supervisory personnel and give them discretion to carry out their responsibilities effectively.

• To train and produce a team that is well versed in multi-skilling and multi tasking.

• To ensure that each Housekeeping – Assistant Manager, Supervisor plans and implements effective training programs for their staff in coordination with the Departmental Trainers.

• To ensure that Assistant Executive Housekeeper and Supervisors of Department maximizes productivity and morale with their respective areas and consistently maintain discipline in pursuance of World Trade Center Policies & Procedures and local legislation.

Employee Handling

• To develop Departmental Trainers, assign training responsibilities and meet with Departmental Trainers regularly.

• To conduct yearly performance appraisal and give employees’ regular feedback on their job performance

• To ensure that all employees report for duty punctually wearing correct uniform and name badge at all times.

Employee Handling• To ensure that all employees provide courteous and professional service at

all times.

• To ensure that all employees have a complete understanding of World Trade Center's Employee Rules & Regulations and adhere to the Mall's policy relating to Fire, Hygiene, Health and Safety.

• To carry out any other duty and responsibility as assigned.

• To project at all times a positive and motivated attitude and exercise self -control

Financial• To co-ordinate an effective and efficient Payroll Management / Resource

allocation through establishing a flexible work force throughout the Division, based on the principles of Multi-Skilling and Multi-Tasking.

• To ensure that the departmental cost and expenses are well controlled.

• To ensure that each place of work in the Housekeeping department is managed by a Management Team (Executive Housekeeper / Assistant Executive Housekeeper) who are solely accountable for their expenses and profitability.

• To set annual operating budget, which will form part of World Trade Center’s Annual Business Plan.

Financial• To monitor all costs and recommend measures to control them. To

establish an integrated cost management plan through product lining, minimal inventories, and Delivery on Demand where possible and be cost effective.

• To ensure that the Department Operational Budget is strictly adhered to.

• To prepare monthly forecasts and schedule resources accordingly.

• To coordinate with Finance department on a monthly basis to analyze profit & loss statements.

Guest Service• To establish rapport with Guests, maintaining good customer relationship

and handle all Guest complaints, requests and enquiries regarding The Mall, related services and product.

• To be demanding and critical when it comes to service standards.

• To ensure that the Housekeeping Department Team projects a warm, professional and welcome image.

General• To understand and strictly adhere to the Rules & Regulations established

in the Employees Handbook and World Trade Center’s policy on Fire, Hygiene, Health and Safety.

• To report for duty punctually, wearing the correct uniform and name tag at all times.

• To maintain a high standard of personal appearance and hygiene at all times.

• To maintain a good rapport and working relationship with staff of the outlets and all other departments.

General• To attend and contribute to all staff and Departmental meetings, trainings

and other related activities.

• To respond to any changes in the Housekeeping Department function as directed by the GM of The Mall.

• To project at all times a positive and motivated attitude and exercise self- control.

General• To have a complete understanding of the Income Audit Section as carried

in the Operations Manual and Policies & Procedures.

• To provide a courteous and professional service at all times.

Recommendations• A specialized department needs to be raised for meeting the requirements of this

venture.

• In case of the development of an internal & independent Housekeeping department, the detailed requirement of staff, equipment and raw material shall be prepared and will be submitted to the higher authorities for final approval.

• In case the Housekeeping services are being outsourced to a third party, the rules, regulations and standards that have been set by the department must be enforced in all strength.

• An inventory needs to be made and maintained.

• Standards need to be enacted and followed strictly.

Thank YouAnd have a great weekend!