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Housekeeping

Efficient? Meticulous? Love everything to be just right? Then you'll be perfectly at home in housekeeping...

This is what gives hotels the ‘wow’ factor. It’s the moment that guests walk into the hotel and are impressed, then enter their bedrooms and think “Wow, this looks wonderful”. Freshly laundered linen, fluffy towels and a welcoming atmosphere, it’s all about creating a big impression and exceeding expectations. If you have high standards, get the lowdown on career opportunities here….

Provided by Springboard UK

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 public areas.

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 Customer Service Programme.
  • To ensure that the department creates a professional impression to customers and team members.
  • To review and act on Customer Service Reports relevant to your areas of responsibility to achieve positive and consistent results.
  • To review and act on customer feedback relevant to your areas of responsibility. This to include customer complaints and compliments.
  • To ensure routine maintenance is carried out in your areas of responsibility, reporting any damage 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 include revenue, stock levels, average spends and departmental profits.
  • To be fully aware of departmental budgeted and actual payroll costs and manage by allocating labour resources in line with forecasted and actual business levels, through productivity ratios and payroll management.
  •  To be fully aware of and control departmental operating costs in line with forecasted business levels.
  • To control all linen stocks and levels, ensuring linen costs are controlled in accordance with 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 supplies are adequate 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.
  • 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 and exceed 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 and ensures a high level of commitment and pride in the hotel.
  • To ensure effective communication with your team by holding regular briefing sessions and attending all management meetings.
  • To carry out quality planned training and development in a systematic and professional way 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 the Company Induction Programme.
  • To compile the department Training Plan to meet the hotel business objectives and develop team members.
  • To carry out performance reviews for team members every six months, following company guidelines.
  • To set clear objectives for departmental team members, linked with the hotel’s Business plan.
  • To co-ordinate the recruitment of new departmental team members up to supervisory level, 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 company standards 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) Order 2005 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.
  • To review and co-ordinate action on Hygiene Audits in order to enhance the environment and achieve positive consistent results.

Other:

  • To act as the Hotel Guest Relations Manager as required, ensuring a professional and friendly service throughout the hotel.
  • To keep yourself informed of the hotel goals and objectives and those of other departments, maximising the role you play in delivering the hotel budgeted targets.
  • To implement an effective key control system in department, thus ensuring the security of all 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, team motivation.
  • 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 guests

Qualifications

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

 

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

Key Responsibilities

  • To ensure that high standards of cleanliness are maintained throughout the hotel, with the supervision 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 in accordance with hotel procedures, charges are raised and documentation completed for hotel 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 threat procedures 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) Order 2005 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 attend training when required
  • To be fully aware of and adhere to Health and Safety and fire 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

  • 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 guests

Qualifications

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

 

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 and replenishing the bathroom
  • Check the general condition of the room and notify the Assistant Housekeeper of any malfunction or damage

Key Responsibilities

  • 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 whilst respecting internal hotel procedures
  • Discretion: not disturbing guests

Qualifications

  • No previous experience required

 

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 company standards.

Responsibilities

  • To ensure all guests on their arrival receive a warm welcome and are assisted in a courteous, helpful manner with registration and when checking out of the hotel.
  • To ensure room sales are maximised by dealing with all enquiries/chance guests/sales leads in accordance with procedures set in the Reception S.O.P. manual.
  • To take reservations and other enquiries to the company standard during periods when the Customer Sales Centre is unmanned or busy, ensuring all information is correctly recorded.
  • To be consistently aware of the hotel’s 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 have supporting documentation.
  • To ensure the hotel switchboard is answered as per company standard, ensuring that all messages 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 any discrepancies at the end of the shift.
  • To ensure good working relationships with colleagues in the Reception area and other departments of the hotel.
  • To ensure security procedures regarding guest valuables, departmental keys and floats are strictly adhered to at all times.
  • To ensure that upon arrival the details of each guests stay are accurate and any special requirements have been actioned.
  • To participate with training and coaching of team members as required. This to include recording 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) Order 2005 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 and security procedures.
  • To be fully aware of and comply with hotel and company rules and regulations as identified in the team member handbook.

Job Purpose

To be involved in:

  • Laundering
  • Maintaining the hotel’s stock of linen
  • Supplying and maintaining staff uniforms

Key Responsibilities

  • To be responsible for the linen and equipment supplied for his or her use

Entry 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
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