Translate

Total Pageviews

Wednesday, October 19, 2016

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:                                      

 


No comments:

Post a Comment