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Job Description |
A. Position Identification
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Job Title
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: Senior Housekeeping Coordinator
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Job Grade
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: 1
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No of staff supervised directly
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Department
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:
Housekeeping
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No of staff supervised
indirectly :
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Job Purpose
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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.
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B. Reporting Relationship
C. Key Result Areas
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1. To handle all incoming requests,
log them and ensure that the request is acted on.
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2. To liase with engineering on
guest maintenance requests.
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3. To liase with Resort Host
Services regarding guest requests and update them on the status.
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4. To provide a courteous and
efficient telephone manner according to resort standards.
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5. To ensure effective intra-
departmental communication by operating the Housekeeping Handy Talkie system/FCS.
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6. To ensure that villa status
changes are updated in the computer and where necessary quickly communicated
on to Front Office.
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7. To schedule and arrange flower
requisition as per customer requests.
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8. To control and monitor all
Housekeeping supplies, and assist in inventory procedures.
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9. To ensure that guests
expectations are met or exceeded by providing an efficient, friendly and
attentive service.
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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.
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11. Helps maintain the outlet and
equipment in top physical condition by reporting any defects to Engineering.
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12. Helps maintain standards of
cleanliness by carrying out cleaning duties as directed.
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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.
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D. General
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1. Contributes to the morale and
team spirit of the hotel by maintaining effective relationships with
colleagues.
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2. Performs additional duties as
directed by superiors.
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3. Makes appropriate suggestions
and recommendations to supervisors for the general improvement of the hotel.
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4. Is fully conversant with all
health and safety, fire and emergency procedures.
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5. Maintains a high standard of
personal hygiene, dress, uniform, and body language.
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6. Is polite and professional in
any situation where the image or regulation of the hotel is represented.
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7. Attends meetings and training as
required by superiors.
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8. Ensures that all activities are carried
out honestly, ethically, and within the parameters of local Law.
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E. Performance Evaluation Criteria
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1. Achievement of the goals and
objectives of the department.
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2. Quantity and nature of guest
comments and complaints.
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3. Attendance at scheduled training
sessions.
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4. Individual performance vs hotel
standards.
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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:
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Job Specification |
A. Position Identification
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Job Title
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: Senior Housekeeping Coordinator
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Job Grade
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: 1
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No of staff supervised directly
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Department
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:
Housekeeping
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No of staff supervised indirectly
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B. Personal Specification
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Job
Knowledge
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1.
Years of related experience
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Less
than 3 years
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2.
Education/qualifications
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Secondary
school plus vocational, trade or on-the-job training
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Essential
Job Skills
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Excellent local and good English language skills
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Ability to read and write
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Polite and courteous telephone manner
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Positive approach to customer service
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Desirable
Job Skills
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Well organized
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Proven track record in hotel of similar standard in similar capacity
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Physical
Requirements
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In possession of all faculties
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Strong stamina
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Level
of Independence
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Limited
authority within regulations. Is required to show initiative however
assistance is available
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Level
of Thinking
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Type of
Thinking
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Simple
- may be required to choose between
simple alternative courses of action
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Communication/
Interpersonal
skills
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1. Skill level
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Good
interpersonal skills required. Interacts with both colleagues and quests
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2. Language Skills
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Deals
or negotiates in both local language and in English.
Advantageous
to communicate in other languages
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C. Confirmation of Employment Requirements
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Proficiency in role at required level.
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Conversant with relevant emergency procedures.
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Knowledge of relevant rules and regulations.
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Knowledge of company, hotel, and its environment.
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Knowledge of relevant safety and security procedures.
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Knowledge of relevant guest satisfaction standards.
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English language requirements met or exceeded.
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D. APPROVALS
Prepared by: Date:
Reviewed by: Date:
Approved by: Date:
