Director Of Housekeeping
Bab Al Qasr ( Millenium & Copthorne)
Total des années d'expérience :36 years, 4 Mois
Responsible for the management of day-to-day and long term operations of the Housekeeping and Laundry Department. Responsible for budgeting, forecasting, and financial planning of the departments. Manage the selection, training and development of employees with an eye toward maximum employee satisfaction, productivity and guest satisfaction.
Planning and selection of all fixed furniture and equipments, artifacts, flower and decoration.
•Interview and recruitment training and development of staff members.
Prepare all SOP’s with regard to Housekeeping.
Liaise with Employee Development and HR Department to prepare training plans for the staff and actively participate in their training.
Coordinate and monitor with Engineering Department •
Prepare contracts and/or agreements for contractors.
Attend meetings regarding project developments and progress.
Setting up rooms and public areas as per the Hotel Standards.
Execution of time bound critical path •
Ensure compliance with all policies, standards and procedures.•
Establish goals and objectives for all areas of responsibility
Direct staff to strive for continuous improvement •
Carry out regular reviews of all contract performance .
Review, implement and evaluate remedial action.
Preparation of budget.
Supervise and approve ordering of allg Supplies •Effectively evaluates new cleaning techniques, supplies and equipment.
Maintain strong working relationship and effective communication with all departments.••
Review staffing levels .
Ensure KPI and other service level agreements are prepared.implemented and monitored..
Ensure compliance with applicable laws, regulations, .
Ensure that compliance of safety and security is as per laws and Policy .•
Work with the Laundry to manage costs and quality of linen
Empower associates to provide excellent customer service. Establishes guidelines and parameters. Ensures associates receive on-going training. .
Interact with guests to obtain feedback on product quality and service levels; effectively handles guest problems and complaints.
Observe service behaviours of associates and provides feedback .
Review guest satisfaction results
Managing Housekeeping and Laundry operation of the Hotel and convention Centre.
Director of Housekeeping & Laundry for Millennium Hotel and Convention Centre, Kuwait .5 Star Hotels with 295 rooms, 5 F&B outlets and 5 floors of convention center.
Responsible for the management of day-to-day and long term operations of the Housekeeping and Laundry Department. Responsible for budgeting, forecasting, and financial planning of the departments. Manage the selection, training and development of employees with an eye toward maximum employee satisfaction, productivity and guest satisfaction.
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Planning, selection and purchasing of supplies, equipment and amenities, staff recruitment and training, preparing all rooms and public areas as per Hotel Standards for the opening and guest arrival.
Monitoring closely on all Floral and other decoration for effective cost and also creating my own Floral arrangements
Close monitoring of the staff duty rosters on weekends according to the nationalities of the arrivals. The Hotel was a challenging job with 500 meter beach front buildings and catering to the duties in the harsh summer conditions of the UAE as the hotel had 100% occupation during weekends with back to back checkouts and checkins’ of over 150 to 180 rooms. Turnaround time was only 15 minutes for each room.
Attending meetings as and when necessary.
Working closely with other departments to meet standards and guest requirements.
Ensure KPI and other service level agreements prepared and the process is well implemented and monitored
Update and follow up on guest complaints and suggestions,
Preparing the departmental budget
Ensuring controls of ordering and monitoring of guest supplies are implemented;
Negotiating contracts and monitoring performance by setting proper guidelines for implementation and control;
Providing supervision and direction and training to housekeeping staff;
Interacting with guests as well as individuals outside the hotel including suppliers, contractors and competitors;
Conducting functions as hiring, performance, appraising, counselling and disciplinary actions to ensure appropriate staffing and productivity.
Inspecting guest rooms and all Housekeeping areas on a regular basis to ensure furnishing, facilities and equipment are clean and in good repair, well maintained and replaced/refurbished as required.
Developing, articulating and implementing business strategies and initiatives.
Making recommendations to the General Manager, planning and assisting with capital investment for all areas.
I was Instrumental in the opening of 65 suites and 12 Executive Rooms with a Coffee Shop, Business Center and Conference Hall as an added facility to Le Meridien, Cochin.
On successfully completing the project, I was promoted to Rooms Division Manager.
As RDM I was head of Housekeeping, Laundry, Spa and Front Office Operations.•Responsible for ensuring the smooth operation of guest services, valet services, concierge and uniformed services, housekeeping, laundry, and communications in an attentive, friendly, efficient, and courteous manner.
Overall responsible for providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees.
Assisting the GM on day to day operations and officiating as GM during his absence.
Meeting and preparing itineraries for VIP’s and dignitaries.
Working closely with tour operators and convention coordinators
Guest PR and Entertainments.
Monitoring guest suggestions and complaints and corresponding with them.
Assisting the GM in preparing business strategies and key Performance objectives.
Coordinating the organization and administrative functions in all areas of the Rooms Division;•Ensuring that staffing is maintained at an appropriate level to match business demand; participating in all regular and ad hoc operational meetings and in the formulation of strategic business plans; establishing monthly reporting system.
Closely monitoring the financial performance of all departments, in particular monitoring all Rooms expenses to ensure that they are kept in line with budget
Providing solutions to improve problem areas and assisting in implementing corrective measures.
I received the” Stars of the Industry Awards” for the ‘Executive Housekeeper of the Year 2005’, awarded by ITM Institute of Hotel Management, Navi Mumbai and HRS.DNA, India.
•To manage the administration and operation .
•Provide a professional, advisory and executive support service to the General Manager
Monitoring closely on all Floral and other decoration •
Attending meetings as and when necessary.
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•Update and follow up on guest complaints and suggestions,
•Inspecting guest rooms and all Housekeeping areas replaced/refurbished as required.
Implement strategies .
•Ensure operation runs within out-looked financial framework.
•Monitor and review Quality Standards for the Department.
•Coordinate appropriate projects• Negotiate contracts with approved suppliers as per corporate policy.
•Monitor guest questionnaires and Guest Satisfaction Index results •Control and monitor availability of rooms, room types and rate categories.
•Purchase operational supplies as required within budget .
•Report maintenance faults and damage to furniture and fittings in all areas •Complete and update annually Standards and Procedures •.
•Participate in the preparation of the Strategic Business and Operating Plans.
•Prepare monthly outlook/forecast reports and compile reports .
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•Implement opportunities for quality Team Building.
•Oversee and selection of contracts .
•Conduct development and performance reviews, identifying key personnel•Implement and maintain training systems
•Prepare work schedules and annual leave schedules
•Oversee the selection and appointment of new associates
Conduct regular staff meetings to keep all associates informed.
•Participate in the Hotel “Manager on Duty” program.
•Ensure compliance with legislated health and safety requirements
•Comply with all Corporate and Hotel Standards and Procedures.
•Promote by example the principles of “The Power of Service”.
•Actively promote a work environment, which cares •Making recommendations to the General Manager, planning and assisting with day to day operations.
Professional Profile & Career Highlights June 2009 to date: Director of Housekeeping Amwaj Rotana, Dubai, UAE. • 5 Star Beachfront Resort with 301 rooms inclusive of suites and Club Floors, five F & B Outlets, Spa, salon and six Banquet Halls. • Reporting to the General Manager. • Responsible for 70 staff. • Part of the Pre-opening team From February 2007 to May 2009: 2years Executive Housekeeper JAL Fujairah Resort and Spa, Fujairah. UAE . • 5 Star Beach Resort and Spa, with 257 rooms including two and three bedroom suites and 7 F& B outlets, Spa, Beauty Salon and Dive Center, Kid’s Club and Adolescent Center. • Reporting to the General Manager. • Responsible for 80 staff. • Part of the pre opening team. From Mid-March 2003 to end January 2007 – 4 years: Sep 05 to Jan 07 Rooms Division Manager Mar 03 to Aug 05 Executive Housekeeper Le Meridien Resort and Convention Centre, Cochin, India • 5 Star Deluxe Riverside Resort (Member of the Starwood Hotels Chain) with 228 rooms, inclusive of 75 suites and two club floors with 7 F&B outlets, Discotheque, Fitness Center, Ayurvedic Spa, Beauty Saloon, a shopping arcade and House boats. The Convention Center can accommodate up to 7000 people. • I was Instrumental in the opening of 65 suites and 12 Executive Rooms with a Coffee Shop, Business Center and Conference Hall as an added facility to Le Meridien, Cochin. • On successfully completing the project, I was promoted to Rooms Division Manager. • As RDM I was head of Housekeeping, Laundry, Spa and Front Office Operations. • Responsible for 170 staff • Assisting the GM on day to day operations and officiating as GM during his absence. • Meeting and preparing itineraries for VIP’s and dignitaries. • Working closely with tour operators and convention coordinators • Guest PR and Entertainments. • Monitoring guest suggestions and complaints and corresponding with them. • Assisting the GM in preparing business strategies and key objectives. • I received the” Stars of the Industry Awards” for the ‘Executive Housekeeper of the Year 2005’, awarded by ITM Institute of Hotel Management, Navi Mumbai and HRS.DNA, India. • I was host to the President of India and other visiting dignitaries of Oman and UAE at Le Meridien, Cochin. • I was responsible in the setting up and stream lining of the Housekeeping Departments to Le Meridien Standards at Le Meridien, Ahmedabad, India and Le Meridien Amman, Jordan. • Hosted the President of India at Le Meridien, Cochin and visiting dignitaries of Oman and UAE. From February 1988 to mid-March 2003 – 15 years: Executive Housekeeper Taj Malabar, Cochin, India • Joined Taj Malabar as Supervisor in Feb ’88 and was announced Executive Housekeeper in September 1997 • 5 Star Deluxe Leisure Hotel, of the Taj Group of Hotels with 100 rooms and 9 suites and a Spa • Pre-opening of 4 hotels of the Taj Group of Kerala. • I have played a successful host to various famous and powerful personalities of the world, such as : Her Majesty QUEEN ELIZABETH – II at Taj Malabar. Heads of States of SAARC Nations in Sri Lanka. Prime Minister of India at Taj Malabar.