Assistant Manager - Housekeeping

Overview

• About the Position:
• Wynn Al Marjan Island is currently seeking an Assistant Manager Housekeeping to join the resort s hotel housekeeping team.
• The primary duties and responsibilities of this role are:
• Report for duty on time, maintaining proper uniform standards and name identification as required.
• To attend daily briefing on selected areas conducted by direct leader
• To be proficient in handling software relating to property management- Opera, HotSOS- communication system, Opera and other relevant systems as required for day-to-day operations
• To be flexible in working hours and scheduling as per resort requirements
• To carry out any other job-related duties as required by the leaders
• To promote an environment of multi-tasking within the department
• To be fully trained on resort emergency procedures and first aid as per resort standards
• To manage day-to-day operations of the department ensuring guests receive prompt and courteous service and all areas of the operation are running as per resort standard procedures and policies
• To ensure that all operational aspects are aligned to create memorable experiences for guests
• To manage the departmental roster / manning of the rooms team
• To conduct Shift Briefings with Guest Room Attendants and Supervisors, with relevant information on day-to-day operations
• To support and assist Supervisors in developing Guest Room Attendants based on quality audit results and improvement planners, ensuring each Guest Room Attendants delivers consistent level of service thereby meeting and exceeding guest expectations
• To ensure building efficient working relationship between the housekeeping coordinators and Front Office room controller to ensure daily room turnover is efficiently managed and guests have a seamless arrival and stayover experience
• To liaise with VIP Services and Guest Services to ensure their room type priority is also linked with the housekeeping room turnover
• To be responsible for the daily measurement tools for productivity, Time and Motion, etc. ensuring there is no redundancy of duties
• To carry out effective and documented communication with team members thereby ensuring team is aware of standards and expectations of the department, activities in the resort or any other pertinent information that they need to carry out their daily tasks
• To ensure all colleagues are reporting to duty in proper uniform, on time and well groomed
• To manage daily HotSOS, FCS (communication system) call requests, maintenance job order, etc. to make sure there is no discrepancy or late close out
• To liaise closely with Front Office and Facilities with regards to the Preventive Maintenance Program
• To be responsible for a smooth turnaround of the operations and to liaise with Front Office/VIP services (Suites) regarding late checkouts that will impact the midnight turnover
• To coordinate and manage deep cleaning and special task schedules, ensuring all rooms and floor areas are maintained based on the expected levels of cleanliness and as per resort standards
• To carry out inspections of all areas to ensure that the standards are maintained as per the resort standard
• To ensure all guest requirements are proactively anticipated and provided based on requests, reservation details, traces, profile notes or observations from team members
• To meet guests to provide personalized service and solicit feedback as well as to address any guest grievances and resolve them efficiently
• To follow through on every complaint received, determine the root cause and ensure that recurrences are avoided
• To conduct quality audits in the rooms and ensure quality of service is at the highest standards, drafting improvement planners based on the audit results and implementing recommended improvements
• To supervise the team attends to duty in proper uniform, on time and well groomed
• To appraise the Housekeeping Manager- Rooms about the maintenance and upkeep of all Operating Supplies & Equipment (OS&E), Furniture, Fixtures and Equipment (FF&E) and condition of guest rooms and corridors
• To support the control and effective usage of guest room supplies and amenities and ensure the costs are in line with budgetary guidelines
• To manage the performance of contracted staff and ensure they are always working as per the guidelines and standards set of the resort, ensuring to communicate any challenges or deviations to the Housekeeping Manager immediately
• To ensure training needs within the department are monitored, crafted and accordingly provided as per resort standards
• To conduct training for Supervisors and colleagues when required
• To effectively provide coaching, counselling and disciplining of team members and thereby provide constructive feedback to enhance performance
• To ensure all new team leaders and colleagues are trained and introduced to their duties as per resort standards and policies
• To instill high level of employee satisfaction within the rooms team and thereby meet the Colleague Engagement Survey targets set by the leadership
• To conduct appraisals and KPI updates of all team members and ensure reports are submitted in time
• To ensure that Housekeeping Standard Operating Procedures are updated regularly based on operational requirements and are in line with the resort s health & safety guidelines as well as guidelines set by local authorities