Asst. Housekeeping Manager
Holiday Inn Corniche (Pre-Opening)
مجموع سنوات الخبرة :10 years, 4 أشهر
• Leading the daily operations of the housekeeping department and providing support to the Room Attendants and House Attendants.
• Assist with training and hiring of new team members.
• Collaborate with the Maintenance department with any room and property deficiencies.
• Maintain close working relationship with other departments especially Front Office, Food & Beverage and Spa.
• Inspect rooms and provide ongoing feedback to the team.
• Check and maintain adequate level of supplies and material and request replenishment of supplies as required.
• Ensure the correct handling of lost guest property in accordance whit Hotel procedures.
• Carry out opening and closing procedures as detailed in the standards & procedures while ensuring accurate completion of any reports.
• Provide leadership that inspires and engages the team to do their best every day.
• Ensuring all guest comments and complaints are acted upon promptly.
• Assist the team to ensure that all goals are met daily.
• Assist with scheduling of staff.
• Ensure room standards are maintained.
• Create action plans and update departmental progress-based guest and employee feedback.
• Help to prepare work schedules to ensure all jobs are covered in assigned areas.
• Other duties as assigned by Housekeeping Manager, Assistant General Manager and General Manager
• Examines rooms, halls, and lobbies to determine need for repairs or replacement of furniture or equipment and makes recommendations to management.
• Conducts orientation training of new employees to explain company policies, housekeeping work procedures, and to demonstrate use and maintenance of equipment.
• Records data concerning work assignments, Grand Performer actions, and time records, and prepares periodic reports.
• Plans work schedules to ensure adequate service.
• Supports and supervisors and effective inspection program for all guestrooms and public space.
• Have a thorough knowledge of product, including room types, amenities, services, and brand standards.
• All other duties as assigned, planned or un-planned.
• Screen the arrivals for VIPs and ensure that the rooms and amenities are in the room.
• Reviewed audits and reconciled nightly sales transactions by balancing.
• cash registers and reporting discrepancies.
• Organized shift meetings to communicate and resolve issues for night operations.
• Trained and developed personnel to improve safety, employee relations and resolve guest issues.
• To ensure guest history is records are maintained.
• To be aware of group in house and their arrival and departure Created nightly shift task lists to assign duties to each employee.
• To assist the FOM in fulfilling administrative responsibilities and monitoring activities to replace him.
• Greet VIP guests of the hotel, help them to rooms, assist in arranging reservations and ensure a pleasant and stay for the guests at the hotel.
• Provide guests with information about facilities, programs and other services of the hotel; manage VIP guests.
• arrival and departure in the absence of Guest Relation Officers.
• Check and ensure cleanliness lobby and public areas, lights; monitor the appearance/behavior of front office staff.
• Check the registration cards of guests and ensure that all information is filled on each card either by Guest Relation Officer or the guests.
• Give instructions to the Night Reception during the high occupancy periods with regards to walk-in guests and releasing blocked rooms.
• Consistently ensure and provide flawless, upscale, professional and high-class guest service experience.
• Address customer complaints and escalate to Guest Relations Manager when needed.
• Assist front office attendants in operating the front office computer system; assist reception, business center, cashier, concierge and bell captain with their work.
• Approve and sign for allowances, rebates etc. as required by front office cashier.
• Approve and manage the working schedule of front office attendants and submit to Front Office Manager ).
• Manage guest relations team (including receptionists and concierges) to ensure compliance with all standards and operating procedures of the hotel
• Train housekeepers on cleaning and maintenance tasks.
• Oversee staff on a daily basis.
• Check rooms and common areas, including stairways and lounge areas, for cleanliness.
• Schedule shifts and arrange for replacements in cases of absence.
• Establish and educate staff on cleanliness, tidiness and hygiene standards.
• Motivate team members and resolve any issues that occur on the job.
• Respond to customer complaints and special requests.
• Monitor and replenish cleaning products stock including floor cleaner, bleach and rubber gloves.
• Participate in large cleaning projects as required.
• Ensure compliance with safety and sanitation policies in all areas.
• Acted as the face of the hotel and managed staff to provide an exceptional experience to the guests of the hotel.
• Provided all guests of the hotel with a friendly, accurate and efficient check-in / check-out process while following the companys policies and procedures.
• Prepared for check-ins before the arrival of guests using the arrivals grid, prepared express check-ins and also planned for group arrivals.
• Assigned duties to co-workers and monitored their work for accuracy and to ensure compliance with policies & procedures of the hotel.
• Rendered assistance to the Front Desk Manager with overall operations of front desk and ensured completion of shift work up to hotel standards and according to set policies and procedures.
• Monitored the performance of Guest Service Representatives in order to provide excellent service to all guests.
• Involved in interviews, hiring and trainings of employees, planned and assigned duties to them, monitored and appraised their performance, addressed their complaints and ensured prompt resolution of problems.
• Supervised and ensured efficient operations of reception including check in/out procedures, ensuring a consistent and high level of guest service.
• Supervised all front desk employees, ensuring guests are taken care of in a professional and friendly manner.
• Supported team members in handling guest requests and enquires to ensure a positive outcome is achieved.
• Developed and maintained healthy working relationships with hotel team members and briefed them on any events.
• Focused on the appearance of front office team and monitored their performance to determine any training needs.
• Maintained effective communication with all related departments in the hotel to ensure smooth service delivery.
• Driven sales revenue through excellent guest service; promoted hotel services & facilities for up-selling opportunities.
• Provided any relevant feedback from guests to the Front Office Manager to improve Front Office Operations.
• Ensured that the team has full knowledge of all room categories, room rates, packages, promotions, local area and other general products necessary to perform their duties.
• Carried out shift handovers and briefed team members as required.
• Greeted/welcomed guests with a smile and friendly demeanor; performed all guest check-in/check-out procedures.
• Provided them with information about hotel, available rooms, rates and amenities.
• Registered guests by collecting necessary information (contact details and exact dates of their stay), assigned rooms, and activated and distributed keys.
• Addressed guests needs, and resolved their problems and complaints in a timely and professional manner
• Liaised with housekeeping staff to ensure all rooms are clean and fully furnished to accommodate guests needs.
• Presented statements of charges to departing guests and collected payment.
• Performed various general office and clerical duties (sorting mail, paper filing, documentation, etc.) as required.
• Ensured inter-departmental communication and cooperation in the interest of better guest satisfaction
courses: Courses • First Aid, MOH. • Loyalty Connect Program.