Assistant Executive Housekeeper

The position is responsible for assisting the Director of Housekeeping in the overall management and strategy enactment of the Housekeeping Department. The focus of this position is to handle the day-to-day flawless operation of rooms cleaning, public areas as well as laundry.

Primary Responsibilities

• Manages the day-to-day housekeeping operation of rooms, public areas, and laundry.
• Oversees the daily operation of rooms cleaning as well as turndown operation from room assignment to assignment handover.
• Directly supervises the Housekeeping team and is responsible for their daily assignment of tasks and projects.
• Oversees the daily operation of public areas with focus on daily task assignments and preventive maintenance plans.
• Oversees the daily operation of laundry ensuring uniforms as well as linen sorting out, delivery, and returns are executed in a timely and effective manner.
• Acts as Director of Housekeeping during his/her extended absences as tasked by him/her or by Director of Rooms.
• Identifies and communicates daily to the Director of Housekeeping of any operational, product or guest related concerns, presents suggestions and solutions that impact guests, expenses, and productivity.
• Helps maintain departmental standards related to impeccable cleanliness and personalized service to residents and guests in all areas impacted by Housekeeping.
• Ensures maximum efficiency and consistency by means of ongoing, thorough inspections and audits of suites and corridors, public spaces, and back of the house.
• Performs daily audits through documented checklists of all areas as assigned by Director of Housekeeping following Forbes, LQA and locally implemented criteria. Performs inspections and walkthroughs along with direct reports of their respective circles of influence.
• Leads with a hands-on approach on supervision, constructive recommendations, clear communication, and prompt follow-up; enforces the hotel’s rules and regulations and departmental policies and procedures.
• Assists with interviewing, selecting, and training of new colleagues. Monitors and records their progress and productivity. Ensures training hours are executed as directed by Talent & Culture and Director of Housekeeping.
• Handles minor performance challenges and supports Director of Housekeeping with appropriate documentation and counseling for all Housekeeping colleagues.
• Finalizes, approves daily and weekly rosters, staffing levels, vacation, and holiday schedules in accordance with forecasted occupancy and business needs, maintains and updates attendance records.
• Completes performance evaluations for direct reports, makes recommendations for promotions, salary increases, and transfers.
• Monitors ongoing verbal and written communication between shifts to ensure thorough and complete handover.
• Reviews and analyses entries in Raffles Service log book and supervises key control.
• In charge of daily ongoing and scheduled communications with associated departments through established channels regarding necessary information related to room status, group arrivals, top VIPs, special projects, out of order rooms, and repair requirements.
• Works hand in hand with the Butler team for a flawless handling of Lost and Found. Manages physical inventory of Lost and Found items following SOP.
• Participates in daily and periodic departmental communication meetings and training sessions with all levels of colleagues. Assists Director of Housekeeping with post minutes and keeping training records.
• Makes sure established par stocks for room linen, uniforms, guest loan items, and guest supplies are on-hand and controls consumption. In control of daily, weekly, monthly inventories and reports any discrepancies to the Director of Housekeeping.
• Liaises with outside contractors pertinent to information issued by the department head, appraises the quality and reliability of their contribution, and makes recommendations for or against renewal of contracts.
• Assists Director of Housekeeping to prepare financial analysis, departmental reports, and budgets, design worksheets, documents, and master lists as directed.

Provides An Experience That Exceeds Residents’ And Guests’ Expectations

• Analyses and responds to guest feedback to ensure that guest satisfaction is exceeded. Committed to continuously improve the quality of products, services, and performance of team members.
• Resolves guest complaints in a sensitive, timely, and appropriate manner in order to maintain the highest level of guest satisfaction and quality.
• Gathers guests’ feedback through daily interactions with guests and shares this feedback whenever relevant in a timely manner.
• Responsible for enhancing the product and services that are presented to the guest.
• Recommends and proposes changes to the product and its services based on market research and current trends.
• Supports the Director of Housekeeping in leading the Housekeeping team with a Heartist approach.

Management And Leadership Of The Housekeeping Team

• Plans for future needs and conducts recruitment in line with company guidelines.
• Conducts training needs analysis for housekeeping colleagues and ensures training programs are designed and implemented to meet these needs.
• Conducts probation and annual appraisals in line with hotel guidelines.
• Develops talent for growth management performance issues.
• Supports Director of Housekeeping to coach, counsel, and discipline colleagues to enhance performance.
• Establishes a productive work schedule that is in line with local labor laws.
• Supports the Housekeeping Team to be consistent in service, use a collaborative, enabling leadership style and have regular team meetings.
• Drives constant service and system improvement.
• Executes effective and consistent one-on-one meetings with direct reports with mentorship and development in mind.
• Ensures that colleagues are aware of all Fire and Evacuation procedures as well as health and safety requirements.
• Ensures effective work processes in the department.

Involvement As A Member Of The Hotel Leadership Team

• Ensures service standards and individual performances are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation, and Respect.
• Follows sustainable procedures and practices that actively support Accor’s Corporate Social Responsibility program.
• Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports are trained in, and follow WSH guidelines.
• Well-groomed and dressed following the property and company guidelines.
• Develops own knowledge and skills to grow as a business partner and leader.
• Ensures colleagues are aware of their duty of care as determined by legislation and that they maintain complete familiarity.
• Analyses and responds to guest talent satisfaction information; gives a positive commitment to continuous improvement of product and performance.
• Performs any other duties and responsibilities that may be assigned.

Candidate Profile

Knowledge And Experience

• Diploma or Degree preferably in hospitality or related field.
• Minimum 7 years in industry experience with a minimum of 5 years in middle management positions.
• Experience in luxury hotel/resort.

Competencies

• Oral and written fluency in English. Ability to converse in other languages is an advantage.
• Exercises sensitivity and discretion when dealing with guests and colleagues issues and constantly improve the guest service experience.
• Confidently able to resolve problems and make decisions.
• Adaptable to multicultural guest needs, works with diverse cultures.
• Leadership skills developed – collaborative, enabling, and entrepreneurial.
• Career-focused, wanting to grow and develop, self-driven.
• Sense of urgency and able to set priorities.
• Working knowledge of Microsoft Office (Excel, Outlook, PowerPoint, Word) and Opera PMS.

Benefits of Joining Raffles Hotel Singapore

• 5-day Work Week.
• Duty Meals are provided.
• Colleagues’ Discount and/or Preferential Room Rates at worldwide Accor Hotels.
• Flexible Benefit – Dental/Optical/Vacation Expenses/Children’s Education.
• Medical and Wellness Benefit.
• Comprehensive Insurance Coverage.
• Local/Overseas Career Development & Growth Opportunities.
• Holistic Learning and Development Opportunities.