Executive Housekeeper / Housekeeping Manager

To provide leadership in the day-to-day running of the Hotel Rooms, Public Areas and Laundry Services Company: Reef Hotel Reporting To: General Manager Direct Reports / Departments Under Responsibility 1. Rooms and Public Areas 2. Laundry Services Lateral Relationship A member of the Management Team. Cooperates with other Heads of Departments in creating synergies and cordial inter-departmental working relationships. Job Purpose To provide leadership in the day-to-day running of the Hotel Rooms, Public Areas and Laundry Services. The Executive Housekeeper / Housekeeping Manager strives to promote excellent customer experience while providing world-class products and services. 1. Leadership 1.1 Brand Leadership ● Be the Champion in promoting the Hotel Brand. 1.2 Target Management ● Assume responsibility for tracking targets, reporting on targets, achieving targets and finding ways to surpass targets. 1.3 Team Leadership and Development ● Motivate high-performing departmental teams by mentoring team leaders who have credibility throughout the organization. 2. Operational Management 2.1 Departmental Management ● Provide supervision and management of the day-to-day affairs of the Department within policies established and agreed by Management. 2.2 Housekeeping Operations ● Lead the Housekeeping team in ensuring that all guest rooms and public areas are kept sparkling clean for the purpose of guests' comfort. 2.3 Laundry Operations ● Lead and supervise Laundry Services to ensure that all hotel linen, uniforms and guest laundry are cleaned, processed and maintained to the required standards. 2.4 Standard Operating Procedures and Compliance ● Ensure that team members have been adequately trained on the SoP’s and there is 100% compliance in the implementation. 2.5 Operational Planning and Improvement ● Based on targets agreed by the General Manager, recommend any improvements or changes to these plans based on business performance, operational requirements and customer feedback. 2.6 Performance Reporting ● Prepare periodic progress reports on performance for the Department to be submitted to the General Manager. 2.7 Staff Planning and Deployment ● Ensure effective planning, scheduling and deployment of Housekeeping and Laundry staff to meet operational requirements. 2.8 SOP Development and Implementation ● Develop and implement standard operating procedures (SoP’s) for Rooms, Public Areas and Laundry Services. 2.9 Staff Performance Management ● Conduct monthly reviews of staff performance with a view to either replacing staff, promoting staff or changing staff positions based on their competence. 3. Exceptional Customer Services 3.1 Guest Satisfaction and Feedback ● Establish a guest satisfaction feedback system relating to cleanliness, rooms and laundry services. ● This means, in reality, an aggressive way to direct clients to deliver their feedback via social media, such as Google, Trip Advisor etc., which is the biggest promoter of a client’s business. 3.2 Guest Feedback Review and Corrective Action ● Review guest feedback with the leadership team and ensure appropriate corrective action is taken. 3.3 Visibility and Real-Time Service Monitoring ● Be visible and available in the operational areas on a regular basis to monitor service delivery and obtain feedback in real time. 4. Enhancement of Revenue 4.1 Revenue Enhancement Initiatives ● Develop revenue enhancement packages and ideas in coordination with the relevant departments to specifically increase revenues in the following areas: ○ Laundry Services; ○ Guest Laundry; ○ External Laundry Services; ○ Linen and related services; ○ Other Housekeeping-related services; ○ Etc. 4.2 Auditing and Control Systems ● Create an auditing system to ensure that all Housekeeping and Laundry services, inventories and operational requirements are properly documented and controlled. 4.3 Service Promotion and Improvement ● Create initiatives in consultation with the Management Team to promote and improve Housekeeping and Laundry Services. 4.4 Cost Management ● Review operational costs on a regular basis and report to the General Manager and Financial Controller for any changes to targets based on this review. 4.5 Online Reviews and Business Performance ● Continuously strive to get more positive reviews on Trip Advisor etc. through maintaining high standards of cleanliness and service, which is a direct loop to better sales. 5. Social, Environmental and Ethical Practices 5.1 Ethical Decision-Making ● Foster ethical and responsible decision-making. 5.2 Ethical Conduct ● Display ethical practices in all interactions. 5.3 Corporate Social Responsibility ● Take part in corporate social responsibilities. 5.4 Vision, Mission and Values ● Be responsible for communicating the organization’s Vision, Mission and Values. Minimum Requirements ● Degree in Hospitality Management or Business Course. ● Not less than 3 years experience in a senior leadership position. ● Ability to execute operational plans related to the Department and lead in implementation of both mid- and short-term targets. ● Ability to manage multi-disciplinary teams of staff. ● Working knowledge of Housekeeping Operations, Rooms and Public Areas, Laundry Services, budgeting and planning processes.

• To provide leadership in the day-to-day running of the Hotel Rooms, Public Areas and Laundry Services • Company: Reef Hotel Reporting To: General Manager Direct Reports / Departments Under Responsibility • Rooms and Public Areas • Leadership 1.1 Brand Leadership • Be the Champion in promoting the Hotel Brand. 1.2 Target Management • Assume responsibility for tracking targets, reporting on targets, achieving targets and finding ways to surpass targets. 1.3 Team Leadership and Development • Motivate high-performing departmental teams by mentoring team leaders who have credibility throughout the organization. • Operational Management 2.1 Departmental Management • Provide supervision and management of the day-to-day affairs of the Department within policies established and agreed by Management. 2.2 Housekeeping Operations • Lead the Housekeeping team in ensuring that all guest rooms and public areas are kept sparkling clean for the purpose of guests' comfort. 2.3 Laundry Operations • Lead and supervise Laundry Services to ensure that all hotel linen, uniforms and guest laundry are cleaned, processed and maintained to the required standards. 2.4 Standard Operating Procedures and Compliance • Ensure that team members have been adequately trained on the SoP’s and there is 100% compliance in the implementation. 2.5 Operational Planning and Improvement • Based on targets agreed by the General Manager, recommend any improvements or changes to these plans based on business performance, operational requirements and customer feedback. 2.6 Performance Reporting • Prepare periodic progress reports on performance for the Department to be submitted to the General Manager. 2.7 Staff Planning and Deployment • Ensure effective planning, scheduling and deployment of Housekeeping and Laundry staff to meet operational requirements. 2.8 SOP Development and Implementation