PURPOSE OF JOB:
To supervise, direct and co-ordinate the all areas in a manner which will result in a clean and attractive hotel facility.
ESSENTIAL FUNCTIONS/ SUCCESS PROFILE
Working with Others
Exceed Customer Expectations
- Anticipate and take action to meet and exceed others needs and expectations
- Continually search for ways to increase customer satisfaction
- Thrive on providing service to others
Communicate with Others
- Speak clearly and listen effectively
- one-on-one and in group settings
- Possess basic writing skills
Demonstrate Team Spirit & Cooperation
- Enjoy working with others to achieve common goals and objectives
- Display upbeat attitude, even under pressure
- Volunteer as needed to help ensure team success
- Act with Professionalism & Integrity
- Conduct business respectfully
- Ethically, and honestly
- Value the diverse background of others
Taking Responsibility
Take Ownership
- Be personally accountable for achieving results in a timely fashion and commit to follow-up
- Take ownership of both positive and negative outcomes of work performance
- Resolve problems without blaming others
Learn, Develop, & Adapt to Change
- Actively pursue self-development; learn from experience; modify behaviour based on feedback
- Demonstrate flexibility in handling change, unclear situations, shifting priorities, and new job requirements
Learn, Develop, & Adapt to Change
- Work without close supervision
- Use good judgment
- Make sure tasks are completed on time, without error, and up to quality standards
Prioritize activities based on time and attention needed for completion
Attend to Detail
- Ensure all job duties are performed with care and attention to detail
- Personally check work to ensure accuracy
- Understand how the details affect the big picture
Delivering Results
Demonstrate Functional Excellence
- Possess, apply, and continually develop the specific technical knowledge and job skills/requirements needed for effective job performance
Commit to Quality
- Ensure high quality, excellence, and value in work processes and outcomes produced with a commitment to meeting or exceeding standards
Follow Policies & Procedures
- Perform job tasks based on established policies and procedures
- Interpret and apply policy correctly in all situations
Take Direction
- Follow instructions with flexibility to shift priorities upon request
- Accept direction with a positive attitude and sense of urgency
- Understand and respect chain of command
Multitask
Shift back and forth efficiently between two or more activities, balancing priorities effectively
ENERGY PRESERVATION
- Motivates and inspire others
- Takes ownership
- Drives continuous improvement
- Demonstrates financial acumen
MAIN DUTIES/ TASKS:
- Answer the telephone calls and follows through the request
- Supervises, trains, directs, disciplines and co-ordinates room cleaners in the prompt and efficient housekeeping of guest rooms - according to The K Hotel standards.
- Assures adherence to The K Hotel policies and standards
- Supervises the competition of short notice requests for room changes
- Notifies supervisor of any rooms requiring replacement or repair of furniture, fixtures, etc.
- Inspects all check out/stay over rooms after they are made up, keeps record of room checkouts and rooms made up and submits their records to housekeeping throughout the day (every 2-5 rooms minimum).
Prepares maintenance work orders in regard to replacement or repair of furniture, fixtures etc. Follows through on work orders to ensure completion.
Checks constantly the status of guest rooms and notifies room cleaners of changes.
- Checks VIP rooms
- Checks early morning make-up rooms.
- Co-ordinates cleaning of guest rooms for proper priority.
- Guest requests
- VIP rooms
- Check out rooms
- Make up rooms
- Expected check-out rooms
- Pick up rooms {Arrivals rooms and VIP Arrivals}
Room Information
- Deliver the laundry to the Guests when the Laundry is closed and log it in the Laundry Log book
- Handles ‘DND’ rooms. Ensures to call the guest by 15:00hrs and ask for service
- Know how to what to do in case of an evacuation/fire alarm or other emergencies (i.e. bomb threats)
- Take part in Communication Meetings on a regular basis
- Operation of Laundry and Valet Service Areas is planned, organized and controlled for optimum functioning
- Efficient communication within Laundry Service Areas and between Housekeeping Areas and other departments is maintained
- Monitor and maintain par stocks, stock taking and procedures
OTHER DUTIES/ TASKS:
- To promote efficiency, confidence, courtesy and an extremely high standard of social skills
- To generally promote and ensure good inter-departmental relations
- To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues
- To demonstrate pride in the workplace and personal appearance at all times when representing the hotel thus identifying a high level of commitment
- To adhere to Company and Hotel rules and regulations at all times
- Ensure that incidents/ accidents are reported without any delays
- Ensure that QHSE – FSMS related training programs are executed
- Identify training requirements of employees and coordinate with concerned trainers (internal) to execute training
- Ensure that QHSE – FSMS related records are maintained and updated
- Participates in incident investigation process
- Plans and coordinate with OH&S officers to conduct mock drills with respect to Occupational health & safety
OCCASIONAL DUTIES/ TASKS:
- To report any equipment failures/problems to the Maintenance Department
- To pass any maintenance requests to the Maintenance Department
- To participate in any Training/ Developments schemes as recommended by senior management
- To assist the Duty Manager in any task outlined/ detailed by him/her
- To comply with any reasonable request made by management to the best of your ability
PERSONAL REQUISITE
- Language: Fluent in English, multilingual ability preferred.
- Education: BA would be an advantage, High school diploma
- Experience: Several years’ experience in overall operation
- Computer knowledge: MS Office applications, Opera PMS and other software as required
- Personal appearance: The uniform should be worn with pride and dignity.
- The uniform must be kept clean, tidy and well maintained.
- Any careless use, wilfully or negligently, will be the sole responsibility of the employee, which will have to cover all expenses related to the repair/ replacement or additional cleaning outside the regular one.
- The personal appearance according to the Hotel standard must be adhered to at all times.