Executive Head Housekeeper

Transcription

1 Executive Head Housekeeper Responsible To: Quality Assurance Consultant Key Relationships: COO, Divisional Director, Operations Consultants, Hotel GM, Hotel Ops Managers Company Values: Our Company values Care, Innovation and Equality underpin the culture within the organisation and guide how we do things around here. These three core values are the essence of the company s identity and they assist us with decision making, creating a competitive advantage for us with our customers and our potential customers and they help us with our employer brand and therefore to recruit and retain employees. Overview: Manages the department according the the Efficiency KPI s of satisfied employees, agreed quality level and productivity. Responsible for overseeing all housekeeping operations to deliver an agreed Customer and Guest experience whilse meeting the relevant targets and objectives. You will also ensure the efficient operation of the housekeeping department in accordance with hotel/brand standards and Hotelcare s 4Win system maintaining pristine hotel rooms and public areas. Key Responsibilities: Management Plan, organise and direct team members to ensure the highest service levels in accordance with the contract To ensure hygiene, cleanliness and safety standards are implemented and adhered to Works collaboratively with Hotel and Hotelcare s operations colleagues to deliver business objectives Manage the Purchasing, re-ordering and maintain housekeeping supplies and inventory based on Hotelcare/ hotel s provided budgets Work with according to the 4 Win system Assist and support operational consultants with financial, HR, H&S or quality issues Build positive & productive working relationships with colleagues and subordinates across the business Ensure activities always meet with and integrate with company requirements for the 4 Win system Communicate with maintenance according to preventative maintenance and ensure maintenance requests are followed up Keep a fluent and co-operative communication and working relationship with Reception and Maintenance department To ensure all maintenance faults are reported to the Engineer and that these are rectified immediately, especially if life threatening or dangerous Liaise with contractors regarding specialist cleaning Ensure that the service in the room is carried out in a friendly and efficient manner To be aware and follow up of group allocations, VIP allocations and any special requests are adhered to Oversee that the Company s Health and Safety Policy is implemented and managed consistently across the organisation and that it is central to all Hotelcare operational activities

2 Attend Health & Safety Committee meeting and Safety Tour of the Hotel as requested by Hotelcare/ Hotel s Health & Safety Manager To ensure all staff are using machinery correctly and to identify any training needs required To be fully aware of all Health and Safety procedures within the Hotel To ensure that all cleaning materials are being handled correctly and to be fully aware of COSHH regulations and data sheets following up CHIP regulations To ensure that all staff are attired and presented correctly and are wearing protective clothing if the task requires that they do so To have full knowledge and be able to act upon fire procedures of the Hotel To ensure all members of the department are trained in COSHH regulations, Manual Handling, Acknowledgment of Risks in the hotel, Company regulations, Customer service, Security, and any other requirements by the Hotel and Hotelcare Any training need must been communicated to the HR and H&S consultants To check Health and Safety forms in their periodical requirements and keep them registered for future inspections Finance Work closely with operations team colleagues to manage all costs and expenditure Develop a full understanding of rostering, developing efficiencies for managing shifts cover Responsible for the management, ordering and purchasing of guest supplies; with a weekly stock take carried out to ensure the stock levels are maintained and adjusted as necessary. Manage linen cost and stock levels by monitoring the linen stock and correct reject linen procedures in order to prevent high laundry costs and poor quality Ensure guests supplies are not misused and are being controlled correctly Inform the laundry company about delivery shortages & quality of linen To hold regular meetings with Laundry Company to monitor reject linen, quality and discuss any other relevant issues Monitoring of weekly usage report sent to the hotel management in order to manage and monitor the weekly invoices Weekly linen stock management To ensure that the timesheets and productivity reports are controlled and signed by the Hotel or QA Consultant Monitor and record staff and guest laundry Monitor and record invoices Submit end of the month reports to the Hotelcare and Hotel management such as: Housekeeping Provisions, Guest Laundry, Staff Laundry, Productivity Report as required People Leading by example and promoting a style of management where individuals have consideration for each other and are willing to help one another overcome difficulties Coach and mentor team members to support their development and work with operations consultants to identify future talent Communicate and implement strict security procedures throughout the Housekeeping Department Be familiar with company policies and procedures and deploy as required Ensure that all team members are clear about their roles and responsibilities Actively promote teamwork and two-way communication Support corporate and personal learning & development initiatives and plans Support HRO with actions arising from Better Workplace survey Champion the company values of Care, Innovation & Equality

3 Ensure team members have an up-to-date knowledge of all room categories and amenities Ensure staffing levels cover business demands Manage staff performance issues in compliance with company policies and procedures Support recruit processes departmental staff Collaborate with the HRO and AO to ensure that HR administration is current and up to date Monitor effectiveness of team through regular performance reviews Support employees with issues regarding company or work related issues Ensure ongoing training to support performance improvement Quality Carry out random checks of bedrooms for quality purposed Constructively encourage quality improvements on both Hotelcare and Hotel brand standards Understand and work closely to ensure 4 Win implementation at the hotel Ensure the implementation of the Hotelcare QMS across all operations activities Contribute to SMART meetings in a positive fashion Embrace change with a positive outlook, challenging constructively opportunities for greater efficiencies Support the implementation, development of quality initiatives such as ISO/IIP Managing QA data requirements of customers ensuring integration in to 4 Win process and Hotelcare QMS Clients Maintain and develop excellent relationships and partnerships with customers incl. general manager and to resolve issues and complaints as well as seeking opportunities for upselling Deliver the expected SLA & customer service as specified per contract Know the current status of each contract and conduct relevant activities in line with Hotelcare objectives Ensure personal involvement in local management meeting to keep knowledge current Participate in industry, customer or hotel based events as required Maintain good communication and work relationships in all hotel areas and with hotel guests and suppliers

4 Person specification: Education / Qualifications Qualification in Hospitality advantageous Evidence of continuous professional development Experience At least four years of experience working in a similar or Deputy Housekeeping management role and ready to step up as well as previous experience of working in Housekeeping Experience of successfully working as part of a team Experience of coaching and mentoring Experience in the successful working with, implementing and achieving of KPI s Experience of working in an environment of performance improvement and change management Experience of working with and influencing people Experience of Finance, HR, H&S and Quality Systems Experience of problem solving Skills and knowledge Excellent communication skills Excellent interpersonal skills Ability to deliver high levels of customer service and communicate with customers Impeccable grooming and personal hygiene standards Demonstrated leadership qualities Ability to build rapport quickly and build confidence in working relationships whilst understand business issues Knowledge of quality performance improvement Commercial awareness and cost control capabilities Results driven and proven experience of KPI achievement Excellent Knowledge & experience of H&S, Quality systems, Finance and HR Excellent personal effectiveness and time management skills Ability to seek out, manage and influence opportunities for improvement and change Ability to make sound decisions in fast-paced environment Effective IT skills including Microsoft office

5 Ability to plan ahead, anticipate problems determining the best possible solution Self-motivated, self-aware and demonstrates personal accountability Excellent people management skills and the ability to inspire and motivate people Experience of working in a successful branded organisation Familiarity with property management systems Personal Qualities Fun, friendly and outgoing with a passion for developing people A can-do attitude, professional and approachable, demonstrating Care, Innovation and Equality Tactful and diplomatic Ability to work on own initiative or under pressure Ability to work confidentially and with integrity Attention to detail Ability and willingness to work in a flexible way, taking account of the 24 hour nature of the business HOTELCARE MANAGEMENT COMPETENCIES Creative Problem Solving Questions conventional approaches Adopt a creative, solution-focussed approach Gather and interpret relevant information and advice Involve stakeholders to secure buy-in Operational experience Awareness of the organisation as a whole and understanding the connections between individuals, teams and departments Implements 4 Win process and embraces change and improvements Processes, identifies solutions and implements change Having the necessary knowledge, skills and attributes to perform effectively, including: o Communication skills o Functional competence o Legislative requirements o Relevant technology o Business acumen Analysis Reasons logically and accurately with financial, numerical and statistical information Planning Thinks ahead to establish an efficient and appropriate course of action for self and others Plans and prioritises activities, considering objectives, time scales, resources, applying 4 Win/ Lean principles Results-driven focus Leadership

6 Articulates long term strategic goals with enthusiasm and energy Displays coaching and feedback skills Promotes responsibility and empowers people to act independently Influences and negotiates with skill and diplomacy to achieve win: win outcomes Champions the Company vision and values Taking ownership of the consequences of actions within area of authority Resilience Demonstrates commitment, motivation and energy towards work Remains optimistic and persistent even under adversity Influencing including negotiation and political skills Displays interpersonal and negotiating skills to resolve conflicting objectives and achieve satisfactory outcomes Change; able to influence senior management to support strategic initiatives Gains cooperation from others to obtain information and accomplish goals Flexibility Adapts approach as the requirements of a situation change; easily accepts changes in one's own organisation or job requirements Willingness to work in a flexible way, taking account of the 24 hour nature of the business Communication (written and verbal) Communicates clearly and concisely in all written or verbal communiques Managing & Developing Develop capability (knowledge, skills and attributes) Sets clear expectations and articulates contribution to business objectives Provide ongoing motivation, support and feedback Identifies and resolves performance issues Being aware of the effects of your actions on others and adjusting to their needs and expectations Management Style Management at Hotelcare is about involvement and empowerment and allowing the specialist to make the decision within their area of responsibility. It s also about making small incremental changes on an ongoing basis to improve the way in which things are done, such as quality, efficiency, service delivery or expenditure. We use a model of Plan, Do, Check, Act which allows us to keep on track, review the decisions we ve made and learn from our mistakes. It is important that changes or improvements are sustainable. Therefore we will always encourage people to challenge the way we do things, we will involve people in finding the solutions for improvement and we will support people to develop within their roles.

7