Assistant Housekeeper

Job Purpose

The Assistant Housekeeper is responsible for the effective day-to-day team management and delivery of housekeeping operations (including room cleaning; public areas cleaning, valet and turndown services), kitchen and back-of house cleaning services (change rooms; BOH corridors, staircases, walls and ceilings), specialised hygiene cleaning (SHE bins and urinal cleaning), pest control,  as well as the control and management of linen, uniforms and operating stock, with the aim of ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, special requests are handled and that the customer experience provided is professionally executed in line with IHG standards and legislative requirements 

Key Performance Areas

• Housekeeping Operational Management
• Translate housekeeping objectives into activities and plans in line with Unit and functional strategies
• Facilitate the communication, implementation and measurement of housekeeping deliverables and objectives for the department
• Compile proactive housekeeping plans and schedules, including high access cleaning, kitchen and back of house cleaning, public areas cleaning, specialised hygiene cleaning, specialised cleaning (e.g. marble) and special laundry services
• Develop and facilitate personalised plans for unique customer requirements in the cases of VIP guests, including special turndown services, etc.
• Provide clear delegation of authority and accountability for deliverables
• Manage and allocate people and operational resources 
• Report and escalate areas of risk and challenges being experiences in delivering against milestones and timelines
• Achieve and operate within the units specified budgets to Operational Expenses
• Shift Management
• Put in place staff scheduling and duty allocations to ensure sufficient coverage in line with business occupancies including housekeeping performance
• Handle shift briefings / handovers / shift reports
• Monitor and manage staff appearance and floor appearance/ functioning of equipment and systems for the function
• Provides feedback and reports back to management and business partners on challenges being experienced on the floors within the unit
• Monitor the control of linen, stock, amenities and operating equipment as per SOP
• Maintain par stock of guest supplies, cleaning supplies, room amenities, linen and uniforms.
• Monitor and track costs against a pre-defined budget
• Facilitate and participate in stock control procedures on a monthly basis
• Monitor laundry and levels of condemned linen
• Organize and monitor inventories against linen, uniform and fixed assets registers
• Completes shift reports
• Housekeeping Standards & Governance
• Develop and implement housekeeping standard operating procedures and processes– ensuring they are updated and communicated
• Align practices with new legislative compliance, including regulations around health, hygiene, safety and the environment
• Implement sufficient control measures against standards (including systems, processes and checklists)
• Provide input and motivate new room and housekeeping standards, and service enhancements
• Conduct quality assurance around housekeeping standards in rooms and public areas
• Conduct weekly walkabouts of all front of house and back of house areas to monitor housekeeping and aesthetic appearance of all guest areas, including conducting room checks 
• Organise and monitor pest eradication activities
• Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these
• People Management
• Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
• Identification of employee training needs
• Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
• Monitor adherence to SOPs including conducting quality assurance of work performed
• Manage employee relations  and any disciplinary action required within the department
• Facilitate staff communication and motivation
• Perform and document performance contracting, reviews and development discussions
• Provides resources and removes obstacles  to performance
• Recruit and resource for talent for positions within the department
• Onboard new staff members in the department
• Customer Experience Management
• Ensures that guests are treated with courtesy and respect at all times
• Interact with guests and provide professional service standards and solutions
• Handle any escalated complaints, disputes and suggestions as required
• Engage with customers and provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice
• Interact and be present on the floor during shift to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc)
• Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
• Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property
• Build Relationships with repeat customers to ensure customer needs are anticipated 

Education

• Grade 12
• 3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level 

Experience

• Minimum of 6 years’ housekeeping experience with 3 years experience as a Housekeeping supervisor
• Previous experience in hotel housekeeping is require
• Work conditions and special requirements
• Ability to work shifts that meet operational requirements (including public holidays, night work and weekends)
• Physically able to move operating equipment and furniture to perform housekeeping activities 

Skills and Knowledge

• Housekeeping industry knowledge – HACCP; FCS standards
• Quality Assurance
• Housekeeping Product knowledge & standards
• Housekeeping tools and chemicals
• Cleaning techniques including specialised cleaning
• Written and verbal communication skills
• Proficiency in MS Office Suite, Opera 
• Business Acumen
• Financial Acumen
• Report writing
• Contract management – SLA of service providers
• Knowledge and application of legislation relating to Safety, Health and the environment
• Team Planning 

Equity

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.