POLICY REGARDING POOL MANAGEMENT & CLOSURE

OBJECTIVES:	a.    TO MAKE THE GUEST FEEL SAFETY AND SECURITY. Untuk membuat tamu merasa selamat dan aman.
	b.    TO MAKE THE GUEST COMFORTABLE DURING THEIR STAY IN OUR HOTEL. Untuk membuat tamu nyaman selama dia tinggal di hotel kita
POLICY AND PROCEDURE:	Swimming Pool Safety Policies Kebijakan Keamanan Kolam Renang Having clear swimming pool safety policies is a great way to keep you and yours safe during using the swimming pool and posting those policies helps ensure safety. Moreover, incorporating some of these practices will help you to feel secure in knowing that you are doing everything you can to provide a safe and fun swim environment for you, your family, and friends.  Memiliki kebijakan keamanan kolam renang yang jelas adalah cara terbaik untuk menjaga Anda dan keamanan Anda selama menggunakan kolam renang dan memposting kebijakan itu membantu memastikan keamanan. Selain itu, menggabungkan beberapa praktik ini akan membantu Anda merasa aman dalam mengetahui bahwa Anda melakukan semua yang Anda bisa untuk memberikan lingkungan berenang yang aman dan menyenangkan bagi Anda, keluarga, dan teman. Customizable Pool Safety Policies Kebijakan Keamanan Kolam Renang yang Dapat Disesuaikan Below are pool rule and regulation . The pool safety policy should be made clearly available to all pool employees and managers if you have a public pool, and the swimmers' safety policy should be made clearly visible to anyone who enters your pool, regardless of whether your pool is public or private. Di bawah ini adalah peraturan dan kebijakan. Kebijakan keselamatan harus dibuat jelas tersedia untuk semua karyawan dan manajer jika Anda memiliki kolam renang umum, dan kebijakan keselamatan perenang harus dibuat jelas terlihat oleh siapa saja yang memasuki kolam Anda, terlepas dari apakah kolam Anda bersifat publik atau pribadi. Read the policy carefully. Baca kebijakan dengan hati-hati. Improving Pool Safety Meningkatkan Keamanan Kolam Renang Posting policies will help keep your pool safe, but for even more security, take the following precautions. Kebijakan pengeposan akan membantu menjaga kolam Anda tetap aman, tetapi untuk keamanan yang lebih besar, lakukan tindakan pencegahan berikut. Install a Fence While it makes good sense to have a fence around your pool, few people actually have one. Not having a fence makes it much easier for unsupervised children to get curious about the swimming pool, something you don't want if you're not around to supervise. Pasang Pagar Meskipun masuk akal untuk memiliki pagar di sekitar kolam Anda, hanya sedikit orang yang memilikinya. Tidak memiliki pagar membuatnya lebih mudah bagi anak-anak yang tidak diawasi untuk penasaran dengan kolam renang, sesuatu yang tidak Anda inginkan jika Anda tidak ada untuk mengawasi. ·                 Install a safety fence that is at least five feet high. A wooden privacy fence it a better option than chain link because it blocks sight of the pool and there are no footholds for curious children to climb. Pasang pagar pengaman setinggi setidaknya lima kaki. Pagar privasi dari kayu merupakan pilihan yang lebih baik daripada rantai penghubung karena menghalangi pemandangan kolam dan tidak ada pijakan bagi anak-anak yang penasaran untuk memanjat. ·                  The vertical slats of the fence should be no greater than three and a half inches apart. Bilah vertikal pagar harus terpisah tidak lebih dari tiga setengah inci. ·                 Consider installing a self-closing and self-latching gate that is no less than 54 inches from the ground up. These kinds of gates can easily prevent an exploring toddler from reaching up and trying to undo the latch Pertimbangkan untuk memasang gerbang penutup diri dan kait mandiri yang berjarak tidak kurang dari 54 inci dari bawah ke atas. Gerbang-gerbang semacam ini dapat dengan mudah mencegah anak menjelajah meraih dan mencoba membuka kancing. Install a Door Alarm Another tool in your safety belt armor is a door alarm. Installing a childproof safety alarm can go a long way to providing additional security. This way, even if a child manages to unlock a safety fence, you'll be sure to know about it. Many of these childproof safety alarms can be battery or electrically powered, and some come with a convenient keypad switch. Keep in mind that this keypad switch should be placed high on all doors leading from the house to the pool to make it easy for adults to disable the alarm, while discouraging youngsters from playing with it. Pasang Alarm Pintu Alat lain dalam pelindung sabuk pengaman Anda adalah alarm pintu. Memasang alarm pengaman anak-anak dapat memberikan keamanan tambahan. Dengan cara ini, bahkan jika seorang anak berhasil membuka pagar pengaman, Anda pasti akan mengetahuinya. Banyak dari alarm pengaman anak ini dapat berupa baterai atau bertenaga listrik, dan beberapa dilengkapi dengan tombol keypad yang nyaman. Ingatlah bahwa sakelar tombol ini harus diletakkan tinggi di semua pintu yang mengarah dari rumah ke kolam renang untuk memudahkan orang dewasa menonaktifkan alarm, sembari mencegah anak-anak bermain dengannya. Chemical Dangers Chemicals like chlorine are designed to keep your pool free of algae and bacteria. Some of these same chemicals, however, can be a hazard to your health. Bahaya Kimia Bahan kimia seperti klorin dirancang untuk menjaga kolam Anda bebas dari ganggang dan bakteri. Namun, beberapa bahan kimia yang sama dapat membahayakan kesehatan Anda. Lock up any chemicals. A great way to keep everyone safe is to store all cleaning chemicals in a fixed location. Keep in mind that higher concentrations of chlorine gas can be produced when the chemicals in chlorine are mixed with water. Keep chlorine in an airtight container and under wraps. Kunci semua bahan kimia. Cara terbaik untuk menjaga keamanan semua orang adalah menyimpan semua bahan kimia pembersih di lokasi yang tetap. Perlu diingat bahwa konsentrasi gas klor yang lebih tinggi dapat diproduksi ketika bahan kimia dalam klorin dicampur dengan air. Simpan kaporit dalam wadah kedap udara dan di bawah bungkus. ·         Make it a child-free zone. Keep children far away from the swim area once you begin adding these cleaning chemicals to your pool.          Jadikan zona bebas anak. Jauhkan anak-anak dari             area berenang begitu Anda mulai menambahkan           bahan kimia pembersih ini ke kolam renang Anda. Place a sturdy cover over your pool during the off-season. Research shows that young toddlers can drown in those small amounts of water that collect on soft pool covers. If you must use a soft cover, add polystyrene flotation devices to the water before putting on the cover. This will leave less area for water to collect. Letakkan penutup kokoh di atas kolam Anda selama musim sepi. Penelitian menunjukkan bahwa balita muda dapat tenggelam dalam sejumlah kecil air yang terkumpul pada tutup kolam lunak. Jika Anda harus menggunakan soft cover, tambahkan perangkat flotasi polystyrene ke air sebelum memasang penutup. Ini akan meninggalkan lebih sedikit area untuk pengumpulan air. Common Sense Swimming Pool Safety Rules Peraturan Keselamatan Kolam Renang Common Sense One of the very best ways to prevent an accident or injury around a swimming pool is to teach your guest some smart safety tips. Salah satu cara terbaik untuk mencegah kecelakaan atau cedera di sekitar kolam renang adalah untuk mengajarkan tamu Anda beberapa tips keselamatan yang cerdas. ·         Always supervise children. This cannot be overstated. Never, under any circumstances, should you leave an infant, toddler, or preschooler alone while near, or in, the pool. Selalu awasi anak-anak. Ini tidak bisa dilebih-lebihkan. Dalam keadaan apa pun, jangan pernah meninggalkan bayi, balita, atau anak prasekolah sendirian di dekat, atau di dalam kolam. ·         Keep your pool well-lit, especially at night. Not only can this be a great deterrent against would-be robbers, but it also allows you to quickly and easily see the goings-on in and around the pool area.         Jaga agar kolam Anda tetap terang, terutama di          malam hari. Tidak hanya ini bisa menjadi pencegah          hebat terhadap calon perampok, tetapi juga          memungkinkan Anda untuk dengan cepat dan          mudah melihat kejadian di dalam dan di sekitar          area kolam renang. ·         Close and latch the gate. If you do install a fence or a gate, remember to close that gate. It doesn't make much sense to go through the expense of installing a gate and then leaving it wide open.         Tutup dan kaitkan gerbang. Jika Anda memasang          pagar atau gerbang, ingatlah untuk menutup          gerbang itu. Itu tidak masuk akal untuk pergi melalui          biaya memasang gerbang dan kemudian          membiarkannya terbuka lebar. Stay Safe / Tetap aman Proper attention to safety is an important part of pool ownership. Vigilance to safety policies, as well as providing posted safety rules for swimmers and pool personnel, can help protect you, your guest, your property, and anyone else who may use your pool. Perhatian yang tepat terhadap keselamatan adalah bagian penting dari kepemilikan kolam. Kewaspadaan terhadap kebijakan keselamatan, serta memberikan aturan keamanan yang diposting untuk perenang dan personel kolam renang, dapat membantu melindungi Anda, tamu Anda, properti Anda, dan siapa pun yang mungkin menggunakan kolam renang Anda.

DEALING WITH FAECAL AND VOMITS INCIDENT IN THE POOL

DEALING WITH FAECAL AND VOMITS INCIDENT IN THE POOL /Berkaitan dengan masalah tinja dan muntah di area kolam renang

PURPOSE / POLICY :	a.     TO MINIMIZE SOMETHING BAD HAPPEN. Untuk mengurangi sesuatu hal buruk terjadi
	b.     QUICK RESPONSE WITH UN USUAL SITUATION. Bergerak cepat dengan situasi diluar kebiasaan
	c.     MAKE SURE THAT ALL GUEST ARE SECURE AND SAFETY. Pastikan bahwa semua tamu dalam keadaan selamat dan aman.
RELEVANT TO WHOM:	All Section/Semua seksi
PROCEDURE:	INCIDENT RESPONSE PROCEDURES FAECAL VOMIT, ETC IN THE POOL/Penanganan kejadianmengenai tinja  muntah dll di kolam renang INCIDENT RESPONSE PROCEDURES Faecal, Vomit, Blood Contamination, and Near-Drowning or Drowning (a) In responding to a faecal, vomit, blood contamination, near-drowning or drowning incident, the pool attendant shall perform the following disinfection procedures: PROSEDUR TANGGAPAN INSIDEN Tinja, Muntah, Kontaminasi Darah, dan Hampir Tenggelam atau Tenggelam (a) Dalam menanggapi kejadian tinja, muntah, kontaminasi darah, hampir tenggelam atau tenggelam, Pool Attendant harus melakukan prosedur disinfeksi berikut: 1.       After a faecal, vomit, blood contamination, near-drowning, or drowning incident, the pool attendant shall immediately close the affected public pool to pool users. If the public pool is one of multiple public pools that use the same filtration system, then all interconnected public pools shall be closed to pool users. No one shall be allowed to enter the public pool(s) until the disinfection procedures have been completed.                    Setelah kejadian tinja, muntah, kontaminasi     darah, hampir tenggelam, atau tenggelam, Pool Attendant harus segera menutup kolam publik yang terkena dampak untuk pengguna kolam. Jika kolam publik adalah salah satu dari beberapa kolam publik yang menggunakan sistem penyaringan yang sama, maka semua kolam publik yang saling berhubungan harus ditutup untuk pengguna kolam. Tidak seorang pun boleh memasuki kolam publik sampai prosedur desinfeksi selesai. 2. The pool attendant shall remove contaminating material and discharge the contaminating material directly to the sanitary sewer or other approved wastewater-disposal process in accordance with State or local requirements. The pool attendant shall clean and disinfect the item used to remove the contaminating material.        Pool Attendant harus mengeluarkan bahan yang terkontaminasi dan membuang bahan yang terkontaminasi langsung ke saluran pembuangan saniter atau proses pembuangan air limbah lainnya yang disetujui sesuai dengan persyaratan Negara atau lokal. Pool Attendant harus membersihkan dan mendisinfeksi barang yang digunakan untuk menghilangkan bahan yang terkontaminasi. 3. The pool attendant shall ensure that the pH of the public pool water is at 7.5 or lower. Pool Attendant harus memastikan bahwa pH air kolam publik pada 7,5 atau lebih rendah. Pool Attendant harus memastikan pH udara kolam publik di 7,5 atau lebih rendah 4. The pool attendant shall measure and maintain the public pool water temperature at 77°F (25°C) or higher.      Pool Attendant harus mengukur dan menjaga suhu air kolam publik pada 77 ° F (25 ° C) atau lebih tinggi 5. The pool attendant shall ensure that the filtration system is operating while the public pool reaches and maintains the required free-chlorine concentration during the disinfection process.      Pool Attendant harus memastikan bahwa sistem penyaringan beroperasi saat kolam publik mencapai dan mempertahankan konsentrasi klorin bebas yang diperlukan selama proses desinfeksi. 6. The pool attendant shall disinfect the public pool water as follows:     Pool Attendant harus mendisinfeksi air kolam renang umum sebagai berikut: (A) If the contaminating material is a formed faecal stool or vomit, the pool attendant shall maintain the free-chlorine concentration in the pool at 2 ppm for at least 25 minutes. Jika bahan yang terkontaminasi adalah tinja atau muntah yang terbentuk, pool attendant harus menjaga konsentrasi klorin bebas di kolam pada 2 ppm selama setidaknya 25 menit. (B) If the faecal material is a diarrheal stool, the pool attendant shall raise the free-chlorine concentration in the pool to 20 ppm and maintain that concentration for at least 12.75 hours. If that public pool water contains a chlorine stabilizer such as cyanuric acid, the pool attendant shall lower the pH to 6.5 and raise the free-chlorine concentration in the public pool to 40 ppm and maintain that concentration for at least 30 hours. Jika bahan tinja adalah tinja diare, pool attendant harus meningkatkan konsentrasi klorin bebas di kolam sampai 20 ppm dan mempertahankan konsentrasi itu setidaknya selama 12,75 jam. Jika air kolam publik itu mengandung zat penstabil klor seperti asam sianurat, pool attendant  harus menurunkan pH menjadi 6,5 dan meningkatkan konsentrasi klorin bebas di kolam publik menjadi 40 ppm dan mempertahankan konsentrasi itu setidaknya selama 30 jam. (C) If the contaminating material is blood, the pool attendant shall check the free-chlorine concentration in the public pool at the time of the incident. If it is below the required minimum free-chlorine concentration, the pool attendant shall immediately close the public pool until the required minimum free-chlorine concentration is achieved. Jika bahan yang terkontaminasi adalah darah, pool attendant harus memeriksa konsentrasi klorin bebas di kolam publik pada saat kejadian. Jika di bawah konsentrasi klorin bebas minimum yang disyaratkan, operator kumpulan harus segera menutup kolam publik sampai konsentrasi klorin minimum yang diperlukan tercapai. 7. The pool attendant shall test the free-chlorine residual at multiple points to ensure the required free-chlorine concentration is achieved throughout the public pool water for the entire disinfection time.         Pool attendant harus menguji residu klorin bebas di beberapa titik untuk memastikan konsentrasi klorin bebas yang diperlukan tercapai di seluruh air kolam publik selama seluruh waktu desinfeksi. 8. The pool attendant shall replace any affected cartridge filters and shall backwash non cartridge filters after the disinfection process has been completed. The pool operator shall ensure the effluent is discharged directly to the sanitary sewer or other approved wastewater-disposal process in accordance with State or local requirements. The pool attendant shall not return the filter backwash water to the pool. The pool operator shall replace the filter media if necessary.     Pool attendant harus mengganti setiap filter kartrid yang terkena dampak dan akan melakukan backwash filter non-kartrid setelah proses disinfeksi selesai. Pool attendant harus memastikan limbah dibuang langsung ke saluran pembuangan saniter atau proses pembuangan air limbah lainnya yang disetujui sesuai dengan persyaratan Negara atau lokal. Pool attendant tidak akan mengembalikan air backwash filter ke kolam. Pool attendant harus mengganti media filter jika perlu. 9. The pool attendant  shall not allow pool users back into the public pool until the disinfection process has been completed and the free-chlorine concentration and pH of the public pool water have returned to normal operating ranges in accordance with our standard. Pool attendant harus tidak mengizinkan pengguna kolam kembali ke kolam renang umum sampai proses disinfeksi telah selesai dan konsentrasi klorin bebas dan pH air kolam publik telah kembali ke rentang operasi normal sesuai denganstandard kita (b) The pool attendant shall immediately document each faecal, vomit, blood contamination, drowning, or near-drowning incident and maintain records in accordance with our rule and regulation as follows: Pool attendant harus segera mendokumentasikan setiap feses, muntah, kontaminasi darah, kejadian tenggelam, atau kejadian hampir tenggelam dan menyimpan catatan sesuai dengan peraturan dan kebijakan berikut: 1. The date and time of the incident, the affected pool, the available free-chlorine concentrations, pool temperature and pH at the time of the incident, and facts known about the circumstances and cause of the incident. This information shall also be documented after the pool attendant has completed the disinfection process and again when reopening the pool to pool users. Tanggal dan waktu kejadian, kolam terdampak, konsentrasi klorin bebas yang tersedia, suhu kolam dan pH pada saat kejadian, dan fakta yang diketahui tentang keadaan dan penyebab insiden. Informasi ini juga harus didokumentasikan setelah pool attendant telah menyelesaikan proses desinfeksi dan lagi ketika membuka kembali pengguna kolam untuk mengumpulkan 2. Whether the faecal stool was formed or diarrheal. Apakah feses tinja terbentuk atau diare 3. The procedures followed in responding to the contamination incident. Prosedur diikuti dalam menanggapi insiden kontaminasi. 4. The number of pool users in the public pool and the length of time between the occurrence, detection, and resolution of the incident. Jumlah pengguna kolam  dikolam publik dan lamanya waktu antara kejadian, deteksi, dan resolusi insiden.
This SOP need to be reviewed in August 2020

Join date		Signatures
SOP given to
From	I Putu Arya Wari Gunawan	Executive Housekeeper
Acknowledged by

Job Description Senior HK. Coordinator

 

Job Description

A.  Position Identification

Job Title	: Senior Housekeeping Coordinator
Job Grade	: 1		No of staff supervised directly :
Department	: Housekeeping		No of staff supervised indirectly :
Job Purpose	:	To handle all incoming Housekeeping requests and to administer the day to day functions in a timely and efficient manner ensuring the hotel meets its guest satisfaction objectives.

B.  Reporting Relationship

C. Key Result Areas

1.      To handle all incoming requests, log them and ensure that the request is acted on.

2.      To liase with engineering on guest maintenance requests.

3.      To liase with Resort Host Services regarding guest requests and update them on the status.

4.      To provide a courteous and efficient telephone manner according to resort standards.

5.      To ensure effective intra- departmental communication by operating the Housekeeping Handy Talkie  system/FCS.

6.      To ensure that villa status changes are updated in the computer and where necessary quickly communicated on to Front Office.

7.      To schedule and arrange flower requisition as per customer requests.

8.      To control and monitor all Housekeeping supplies, and assist in inventory procedures.

9.      To ensure that guests expectations are met or exceeded by providing an efficient, friendly and attentive service.

10.  Assists in the administration of the department by completing the necessary forms, documents, log books and computer print-outs in a timely and accurate manner as directed.

11.  Helps maintain the outlet and equipment in top physical condition by reporting any defects to Engineering.

12.  Helps maintain standards of cleanliness by carrying out cleaning duties as directed.

13.  Handles customer complaints if possible, or reports them to Executive Housekeeper. 14.  Handling all incoming housekeeping requests and to administer the day to day functions in a timely and efficient manner ensuring the resort meet its guest satisfaction objectives. 15.  To provide a courteous and efficient telephone manner according to resort standards 16.  Ensure that villas status changes are updated in the computer and where necessary quickly communicated on to Font Office / Guest Service. 17.  To assist in maintaining the outlet equipment in top physical condition by reporting any defects to engineering. 18.  Make purchase request, store requisition to order guest supplies, cleaning chemical and equipment, and approval from an Executive Housekeeper. 19.  Record daily summary laundry cost and expenses. 20.  Input all guest laundry bills into opera systems. 21.  Record daily general cleaning activities in every section in housekeeping department. 22.  Run sold room reports, verify room status, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms. 23.  Assist Housekeeping management in managing daily activities. 24.  Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry. 25.  Document and resolve issues with discrepant rooms with the Front Desk. 26.  Prepare and distribute room assignments to Housekeeping staffs. 27.  Prepare supervisor assignment list/form. 28.  Record, monitor, and update list of ‘Do Not Disturb' rooms. 29.  Ensure that vacant dirty rooms are cleaned by the necessary time and assign rush rooms and rooms previously on the ‘Do Not Disturb' list. 30.  Complete required Housekeeping paperwork. 31.  Record all out going items. 32.  Conduct monthly inventory for guest supplies and amenities, cleaning equipment / machinery, linen and towels as well. 33.  Prepared working schedule for housekeeping staff 34.  Record all annual leave, day of payment, long leave, sick leave or special leave taken on “SIAP” computer system. 35.  Prepared staff attendance, make record into “SIAP”. 36.  Keep maintain all filling system smoothly and tidy. 37.  Record all guest loan items. 38.  Always handed over at the end of work shift 39.  Maintain good communication with all colleagues in housekeeping and other departments. 40.  Maintain and keep update housekeeping information or notice board. 41.  Record all lost and damaged villa property. 42.  Maintain office and facilities cleanliness as per resort standards. 43.  Receive flowers from suppliers, including verifying correct quantities, refusing flowers that are not in acceptable condition, and logging in flowers received. 44.  Design and create custom floral arrangements for public areas, restaurant outlets, banquets and guest rooms. 45.  Prepares the daily flower arrangements required base on the schedules from Food & Beverages Service, Housekeeping and the standard arrangement for public area. (Deliver flowers and floral displays /  arrangements to customers, property sites or off site locations). 46.  Follow up with customer or department to ensure floral order is delivered as requested. 47.  Coordinate site set-up of floral displays/arrangements. Keep storeroom neat and clean at all times. 48.  To maintain cleanliness and tidiness of flower room and equipment’s and follow checklist for cleaning working area before closing. 49.  Meet and greet Return Guests, VIP and other guests of the hotels. 50.  Ensure that all issues relating to guest satisfaction are dealt with and followed up on a timely and professional manner. 51.  Doing courtesy call or visit to our VIP / long staying guest to get their real  feedback in relation of housekeeping quality services. 52.  Assist Room Division Manager in administration by completing the necessary forms, documents, log   books and computer print-outs in a timely and accurate manner as directed.

D.   General

1.      Contributes to the morale and team spirit of the hotel by maintaining effective relationships with colleagues.

2.      Performs additional duties as directed by superiors.

3.      Makes appropriate suggestions and recommendations to supervisors for the general improvement of the hotel.

4.      Is fully conversant with all health and safety, fire and emergency procedures.

5.      Maintains a high standard of personal hygiene, dress, uniform, and body language.

6.      Is polite and professional in any situation where the image or regulation of the hotel is represented.

7.      Attends meetings and training as required by superiors.

8.      Ensures that all activities are carried out honestly, ethically, and within the parameters of local Law.

E.   Performance Evaluation Criteria

1.      Achievement of the goals and objectives of the department.

2.      Quantity and nature of guest comments and complaints.

3.      Attendance at scheduled training sessions.

4.      Individual performance vs hotel standards.

Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications. Ensure uniform and personal appearances are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Ensure adherence to quality expectations and standards. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Speak with others using clear and professional language; prepare and review written documents accurately and completely. Enter and locate work-related information using computers. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

            CRITICAL TASKS

Safety and Security

§  Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

§  Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

§  Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

§  Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

§  Use proper equipment, wear appropriate personal protective clothing, and employ correct lifting procedures, as necessary, to avoid injury.

§  Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

§  Protect the privacy and security of guests and coworkers.

§  Maintain confidentiality of proprietary materials and information.

§  Follow company and department policies and procedures.

§  Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

§  Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Guest Relations

§  Address guests' service needs in a professional, positive, and timely manner.

§  Assist other employees to ensure proper coverage and prompt guest service.

§  Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

§  Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN) to resolve issues, delight, and build trust.

§  Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

§  Thank guests with genuine appreciation and provide a fond farewell.

Communication

§  Speak to guests and co-workers using clear, appropriate and professional language.

§  Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

§  Exchange information with other employees using electronic devices (e.g., Handy Talkie / two-way radios, email).

§  Talk with and listen to other employees to effectively exchange information.

§  Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

§  Provide assistance to coworkers, ensuring they understand their tasks.

§  Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Assists Management

§  Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

Working with Others

§  Support all co-workers and treat them with dignity and respect.

§  Partner with and assist others to promote an environment of teamwork and achieve common goals.

§  Develop and maintain positive and productive working relationships with other employees and departments.

§  Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

§  Comply with quality assurance expectations and standards.

Physical Tasks

§  Stand, sit, or walk for an extended period of time or for an entire work shift.

§  Enter and locate work-related information using computers and/or point of sale systems.

§  Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Housekeeping Protocol

§  Complete required Housekeeping paperwork, including reports, worksheets, activity logs, and checklists.

§  Contact Engineering or Housekeeping office directly for urgent repairs.

§  Respond promptly to requests from guests, Front Desk, or other requests.

§  Request preventative maintenance or non-urgent repairs using appropriate method.

§  Document and report outstanding issues that need to be handled to the manager/supervisor after shift are complete.

§  Check with the appropriate source (e.g., Housekeeping office, manager/supervisor) for additional assignments throughout the shift.

§  Identify room assignments and type of cleaning required for each.

Housekeeping Coordination

§  Close out house at the end of shift to ensure assigned rooms were cleaned, and communicate issues to next shift.

§  Verify room status listed on report, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms.

§  Communicate additions or changes to the room assignments to Housekeeping staff as they arise throughout the shift.

§  Assist Housekeeping management in managing daily activities of Housekeeping and Laundry.

§  Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry.

§  Check and resolve issues with discrepant rooms with the Front Desk (e.g., guest was scheduled to check-out but bags were found in the room).

§  Prepare and distribute room assignments to Housekeeping staff.

§  Coordinate VIP service to ensure VIP's needs are met throughout the stay.

§  Record, monitor, and update list of ‘Do Not Disturb' rooms.

§  Run reports to determine how many rooms are sold for each day, including the number of arrivals, departures, and vacant ready rooms.

§  Document discrepant rooms and submit to Front Desk, Manager, or Accounting.

§  Assign rush rooms and rooms previously on the ‘Do Not Disturb' list to Housekeepers as they occur.

      Communicate with Housekeepers throughout the day to ensure that vacant dirty rooms are cleaned  

      by the necessary time

F.    APPROVALS

Prepared by:                                                    Date:                                      

Reviewed by:                                                   Date:                                      

Approved by:                                                   Date:                                      

Agreed by    :                                                   Date:                                      

 

Job Specification

A.  Position Identification

Job Title	: Senior Housekeeping Coordinator
Job Grade	: 1	No of staff supervised directly :
Department	: Housekeeping	No of staff supervised indirectly :

 

B.  Personal Specification

Job Knowledge	1. Years of related experience		Less than 3 years
	2. Education/qualifications		Secondary school plus vocational, trade or on-the-job training
Essential Job Skills	·      Excellent local and good English language skills ·      Ability to read and write ·      Polite and courteous telephone manner ·      Positive approach to customer service
Desirable Job Skills	·      Well organized ·      Proven track record in hotel of similar standard in similar capacity
Physical Requirements	·      In possession of all faculties ·      Strong stamina
Level of Independence	Limited authority within regulations. Is required to show initiative however assistance is available
Level of Thinking	Type of Thinking	Simple -  may be required to choose between simple alternative courses of action
Communication/ Interpersonal skills	1.  Skill level	Good interpersonal skills required. Interacts with both colleagues and quests
	2.  Language Skills	Deals or negotiates in both local language and in English. Advantageous to communicate in other languages

 

C. Confirmation of Employment Requirements

·         Proficiency in role at required level.

·         Conversant with relevant emergency procedures.

·         Knowledge of relevant rules and regulations.

·         Knowledge of company, hotel, and its environment.

·         Knowledge of relevant safety and security procedures.

·         Knowledge of relevant guest satisfaction standards.

·         English language requirements met or exceeded.

 

D.  APPROVALS

Prepared by:                                                    Date:                                      

Reviewed by:                                                   Date:                                      

Approved by:                                                   Date: