Executive Housekeeper - Sun International

Job Purpose

The Executive Housekeeper is responsible to oversee the contracted housekeeping management services in the effective day-to-day team management and delivery of housekeeping operations (including room cleaning; public areas cleaning, valet and turndown services), kitchen and back-of house cleaning services (change rooms; BOH corridors, staircases, walls and ceilings), specialised hygiene cleaning (SHE bins and urinal cleaning), pest control,  as well as the control and management of linen, uniforms and operating stock, with the aim of ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, special requests are handled and that the customer experience provided is professionally executed in line with Sun standards and legislative requirements. 

Key Performance Areas

Delivered Housekeeping Plan 

• Schedule routine inspections of all guest rooms and public areas to ensure furnishings, rooms, equipment, linens, public restrooms, lobby, etc. are clean and in good repair to meet guest satisfaction
• Develop housekeeping objectives and deliverables in line with Unit strategy, including plans for Public Areas; Kitchens; BOH and Rooms environments
• Facilitate the communication and implementation of housekeeping deliverables for the business unit
• Conduct risk analyses i.t.o impact on short term profit margins
• Provide clear delegation of authority and accountability for deliverables
• Collaborate with the rooms management to complete a competitor analysis and benchmarking of housekeeping, room and amenity standards
• Provide input and motivate new room and housekeeping standards, and service enhancements
• Manage and allocate people and operational resources 
• Communicate housekeeping proactive plans and schedules, including high access cleaning, kitchen and back of house cleaning, public areas cleaning, specialised hygiene cleaning, specialised cleaning (e.g. marble) and special laundry services
• Develop and facilitate personalised plans for unique customer requirements in the cases of VIP guests, including special turndown services, etc.
• Align plans with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property
• Achieve and operate within the units specified budgets to Operational Expenses

Shift Management

• Put in place staff scheduling and duty allocations to ensure maximum coverage in line with business occupancies including F&B outlet performance
• Handle shift briefings / handovers / shift reports
• Oversee the management of staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Provides feedback and reports back to management and business partners on challenges being experienced on the floors or any other area within the unit
• Monitor the control of stock and operating equipment as per SOP
• Completes shift reports

Housekeeping Standards & Governance

• Oversee the development and implementation of housekeeping standard operating procedures and processes– ensuring they are updated and communicated
• Align practices with new legislative compliance, including regulations around health, hygiene, safety and the environment
• Implement sufficient control measures against standards (including systems, processes and checklists)
• Conduct quality assurance around housekeeping standards in rooms and public areas
• Conduct weekly walkabouts of all front of house and back of house areas to monitor housekeeping and aesthetic appearance of all guest areas, including conducting room checks
• Organise and monitor pest eradication activities
• Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these 

Business Partner Management

• Source and interact with vendors and business partners to create partnerships for the business to become industry leaders in housekeeping standards
• Selects vendors according to procurement and strategy requirements
• Participates in RFP processes to provide input into contract deliverables and negotiate costings
• Briefs  business partners on deliverables and deadlines 
• Monitors progress and manages contract deliverables
• Monitor staffing costs and productivities

People Management 

• Deep cleaning projects and/or assist housekeeping staff during high volume periods
• Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
• Identification of employee training needs
• Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
• Monitor adherence to SOPs including conducting quality assurance of work performed
• Manage employee relations  and any disciplinary action required within the department
• Facilitate staff communication and motivation
• Perform and document performance contracting, reviews and development discussions
• Provides resources and removes obstacles  to performance
• Recruit and resource for talent for positions within the department
• Onboard new staff members in the department

Budget management 

Develop and manage the housekeeping budget for the business unit including:

• Budget
• PIP forecast
• Capex
• Cost management
• Financial reporting for the function including an analysis of the SHIL report on guest amenities, laundry costs, staffing costs, flower costs
• Maintain par stock of guest supplies, cleaning supplies, room amenities, linen and uniforms.
• Monitor and track contract costs in line with signed SLA
• Oversee stock control procedures on a monthly basis
• Monitor laundry and levels of condemned linen
• Organize and monitor inventories against linen, uniform and fixed assets registers
• Maintain proper inventory levels managing cost per room for supplies and labour carry out the special request from guest, VIPs, repeat visitors and club members

Customer Experience Management

• Ensures that guests are treated with courtesy and respect at all times
• Interact with guests and provide professional service standards and solutions
• Handle any escalated complaints, disputes and suggestions as required
• Engage with customers and provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc)
• Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
• Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property
• Build Relationships with repeat customers to ensure customer needs are anticipated

Job Requirements

Education

• Grade 12
• 3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level

Experience

• Minimum of 7 years’ housekeeping experience with 3 years’ experience as an Assistant Executive Housekeeping position
• Previous experience in hotel housekeeping is required
• Ability to work shifts that meet operational requirements (including public holidays, night work and weekends)
• Physically able to move operating equipment and furniture to perform housekeeping activities 

Skills and Knowledge

• Housekeeping industry knowledge – HACCP; FCS standards
• Quality Assurance
• Housekeeping Product knowledge & standards
• Housekeeping tools and chemicals
• Cleaning techniques including specialised cleaning
• Written and verbal communication skills
• Proficiency in MS Office Suite, Opera 
• Business Acumen
• Financial Acumen
• Report writing
• Contract management – SLA of service providers
• Knowledge and application of legislation relating to Safety, Health and the environment
• Team Planning