Executive Housekeeper - N/A09289
Code/Reference:
N/A09289
Applications accepted until:
2019-05-20
Number of Openings
1

Unit:

Wild Coast Sun

Location:

Bizana / Port Edward

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.

Education

  • Matric
  • 3-Year Diploma or equivalent National Qualification (Hotel or hospitality Management)

Experience:

  • 7 years€™ experience in the within the housekeeping environment including:
    • 3 years as an Assistant Executive Housekeeping position
    • Previous experience in hotel housekeeping is required
    • Strong understanding of rooms division management ( housekeeping / Guest Relations)
    • Experience in managing Business Partners and Service Level Agreements
    • Knowledge of food & beverage services and standards
    • Thorough understanding of legislation (SHE / LRA/ risk management

Skills and Knowledge

Skills and Knowledge:

  • Analysing and problem solving
  • Attention to detail
  • Accountability
  • Planning
  • Decision-making
  • Reviewing /evaluating information and data
  • Influencing and advising skills
  • Emotional resilience
  • Dealing with customers (including dealing with conflict)
  • Reviewing / evaluating (feasibility / compliance / alternatives)
  • Controlling & directing resources
  • Developing relationships
  • Motivating others
  • Innovation & continuous Improvement
  • Dealing with Customers
  • People leadershipTechnical/ Proficient Competencies:
  •  
    • Housekeeping Industry knowledge
    • F&B Product knowledge
    • Banqueting & Conferencing
    • Rooms Division knowledge
  • Labour legislation
  • SHE legislative knowledge and execution
  • Business Acumen
  • Financial Acumen

 

  • Proficient computer skills
  • Networking skills
  • Financial Acumen
  • SLA & Contract management
  • Coaching
  • Marketing knowledge

 

Key Performance Areas:

  • Physically able to move operating equipment and furniture to perform housekeeping activities

 

  • Ability to work shifts that meet operational requirements (including public holidays, night work and weekends)
  • 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
  • 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
  • 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
  • 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

 

  • 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

 

  • 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
  • Recruit and resource for talent for positions within the department
  • Onboard new staff members in the department
  • 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

 

  • 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

Equity:

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.