Reports to: Housekeeping Executive
Hours: 40hrs per week, 5 days per week
To assist and support the Executive Housekeeper in ensuring very high standards are maintained within the department, taking responsibility in the Executive Housekeeper’s absence. Responsible for the daily shift operations of the Housekeeping department. To provide guidance and direction to employees to ensure member bedrooms, public and employee areas are clean and well maintained to the high standard required. To complete inspections and hold people accountable for corrective action. The position assists in ensuring member and employee satisfaction while maintaining the operating budget.
Managing Housekeeping Operations
Supervise the Club’s general cleaning schedule.
Ensure member bedroom status is communicated to the Front Hall in a timely and efficient manner.
Supervise the daily Housekeeping shift operations and ensure compliance with all housekeeping policies, standards and procedures.
Complete stock inventories to ensure adequate supplies.
Liaise effectively with the Maintenance department and report any maintenance issues including pest control.
Assist in the ordering of public area and bedroom supplies, cleaning materials and uniforms.
Support and supervise an effective checking and inspection programme for all member bedrooms and public areas.
Communicate effectively with employees regarding any areas that need attention and follow through to ensure employee understanding.
Ensures all employees have adequate supplies, equipment and uniforms.
To carry out any reasonable request by management (this may include assisting in cleaning bedrooms/areas should the need arise).
Review services provided by the laundry to ensure items are laundered to a high standard with undamaged linen and consistent delivery, taking into account budgetary guidelines.
Co-ordinate with suppliers, for example, laundry services, linen, cleaning materials and equipment.
Be able to give an instruction to staff and ensure they have been followed.
Managing Departmental Costs
Participate in the management of the department’s controllable expenses to achieve or exceed budgeted goals.
Understand the impact of department’s operations on the overall Club financial goals and objectives and manages to achieve or exceed budgeted goals.
Demonstrate an understanding of budgets, operating statements and payroll progress reports as necessary to assist in the financial management of department.
Ensuring Exceptional Customer Service
Respond to, and deal effectively with, member problems and complaints.
Strive to improve service performance.
Empower employees to provide excellent customer service.
Emphasise the importance of member satisfaction during all departmental meetings and focuses on continuous improvement.
Supervise staffing levels to ensure that the service to members, operational needs and financial objectives are met.
Ensure employees understand expectations and parameters.
Ensure Club policies are administered fairly and consistently and that all documentation is completed according to Standard Operating Procedures (SOP).
Observe employees standards and provides feedback to individuals.
Uses all available on the job training tools to train new room attendants and provide follow-up training as necessary.
Participate in the employee performance appraisal process, providing feedback as needed.
Assist in the interviewing and employment of team members with the appropriate skills.
Support a departmental orientation programme for new employees to receive the appropriate training to successfully perform their job.
Participate, as required, in the investigation of any employee incidents.
Health, safety and security procedures:
Follow all Club health, safety and security policies and procedures and report any potential hazards immediately.
Attend all training as requested.
Report any maintenance problems, safety hazards, accidents, injuries, suspicious behaviour or occurrences to the Executive housekeeper or Management.
Maintain personal hygiene and grooming as per Staff Handbook.
Maintain confidentiality of Club information.
Ensure adherence to quality expectations and standards.
Ensure all food handling is in accordance with the Club’s Food Safety policy and procedures.
Previous leadership experience with a minimum of 2 years’ experience in a similar position.
Computer literate in Microsoft Window applications.
Excellent communication and organisational skills.
Strong interpersonal and problem solving abilities.
Highly responsible and reliable.
Ability to work well under pressure in a fast paced environment.
Ability to work cohesively as part of a team.
Ability to focus attention on guest needs, remaining calm and courteous at all times.
Ability to work flexible hours (including weekends).
Driven to constantly improve housekeeping cleaning standards.
Excellent attention to detail.
University/College degree, in a related discipline, an asset.