Executive Housekeeper

General responsibilities

Housekeeping management

• Lead the housekeeping department in line with Mandarin Oriental standards and hotel objectives, and ensure KPIs support hotel goals.
• Prepare monthly departmental forecasts and yearly budgets with the Director of Rooms; control labour costs while ensuring adequate staffing.
• Recruit, motivate, train, supervise, evaluate, and discipline housekeeping and laundry colleagues.
• Monitor daily, weekly, monthly, and quarterly assignments for room attendants, housemen, public areas, uniform and laundry attendants, and office coordinators.
• Review outsourced contracts annually and update SOPs, policies, and procedures.
• Monitor productivity, training plans, colleague appraisals, disciplinary actions, and performance reviews.

Inspections and operations

• Inspect public areas, guestrooms, exterior and back-of-house areas to ensure standards are met.
• Spot-check laundry, uniform rooms, lost-and-found items, and reports required for QTA inspections.
• Conduct self-audits in housekeeping areas and ensure LQA, Forbes, and QTA audit requirements are met.
• Review and monitor cleaning schedules for all hotel areas and oversee deep-cleaning programs and departmental projects.
• Monitor cleaning equipment, linen, and guest-supply inventories and forecast requirements.
• Coordinate with Front Office and Engineering on recurring challenges; establish preventive maintenance plans and snag lists for rooms and public areas.
• Monitor contractors, maintain the Safe & Sound program, and implement housekeeping innovations and trends.

Guest and colleague service

• Respond to guest questions and needs professionally, handle complaints, and take ownership of service recovery.
• Meet VIP guests to understand preferences and special requirements, and ensure preferences are fulfilled for arrivals.
• Provide guest assistance, directions, and information, and communicate daily about service issues and guest challenges.
• Provide a working environment where colleagues can excel; motivate, coach, and train the team to support satisfaction and productivity.

Administration

• Manage departmental scheduling, payroll, purchase requests, monthly consumption reports, reports, and forecasts.
• Maintain FHLSS reports, training logbooks, cleaning schedules, task records, and departmental filing.
• Review and monitor room-attendant productivity.

Role requirements

• Able to work a flexible schedule including early mornings, late nights, weekends, and holidays.
• Able to motivate, train, supervise, evaluate, and discipline housekeeping and laundry colleagues.
• Able to communicate professionally with guests and handle complaints and service recovery.
• Able to safeguard confidential hotel information and personal data.