Job Description

Company Description Join us at Accor, where life pulses with passion!


As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.


By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.


You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!


You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.


Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart ,


Join us and become a Heartist .

The Role


To provide service that is sincere, warm and enthusiastic, ensuring the residents' satisfaction.


To take the time to get to know the guest, and to be committed to service excellence.

Key Deliverables and Responsibilities

Planning & Organizing:

• To allocate the outsourced cleaning team on a daily basis to ensure all public areas in the Residences are cleaned on a daily basis
• To review the employee schedule and annual leave plan to ensure the correct allocation of resources in order to improve owner/resident/guest satisfaction levels as well as employee productivity and satisfaction

Operations:

• To follow the grooming standards and check the grooming of the team
• To ensure the cleanliness of apartments are consistent with Standards and rooms are in line with hotel standards
• To inspect all Vacant Rooms, checkout rooms, and departures daily.
• Ensure having rooms inspected "checked" for all late arrivals, overnight & early arrivals.
• Coordinate with Front Office supervisors to have the arrival group rooming lists, then ensure all rooms are ready & inspected at least 2 hours prior to group arrivals.
• To ensure submitting discrepancy report twice a day to Front Office Supervisors.
• To monitor the team's performance and assist with training to improves standards as required
• Maintain a consistent focus on improving the overall flow of operations, seeking ways to maximize and improve the operation through productivity management and energy savings programs
• To ensure consistent balance in allocating the housekeeping room attendants between Hotel rooms & Residences
• To lead and support employees in the achievement of financial, operational and service delivery targets via effective organizational policy and procedural development and appropriate employee training activities
• Foster a winning, solution-oriented work environment, motivating and engaging employees to continuously deliver the best possible service and to provide feedback and suggestions
• To lead daily A daily housekeeping briefings and monthly employee meetings
• To have a complete understanding of and to adhere to Movenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety.
• To drive the performance of the front office and concierge team members, including completion of performance appraisals, coaching counselling and performance management in conjunction with Human Resources
• Ensure the team work within the department with a sales focused attitude and team are aware of sales opportunities within the residences which will assist with the maximization of revenue.
• To attend Training Sessions and hold regular meetings with the team
• To report damages to the Executive Housekeeper and Engineering Coordinator
• To handle and resolve guest complaints whilst keeping the Executive Housekeeper and Front Office Supervisors informed.
• Ensure self and the team use the Resident's and Guests name when greeting
• Ensures Residents/Guests and Team Members are communicated to in a polite and courteous manner at all times.
• To give your full cooperation to all guests & residents, assisting in a prompt, caring and helpful manner.
• Anticipate guests & residents needs wherever possible and react to these to enhance customer satisfaction and increase revenue.
• Actively seek feedback from customers to ensure a reputation of consistency and quality is achieved.

Administration:

• To write and update the policies and procedures, as well as cleaning checklists for Hotel & Residential component.
• To manage the par level stock and usage of cleaning products and equipment.
• Oversee the implementation of a training plan for all Housekeeping team and outsourced public area team members
• Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per hotel standard.
• Prepare and conduct employee performance appraisals in collaboration with the Executive Housekeeper.

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotel's commitments to the "Environment Charter" of Planet 21 program (saving energy, recycling, sorting waste etc).
• Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel's policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.

Qualifications

Your experience and skills include:

Guest focused personality is essential


Previous Team Leader in Housekeeping.

Additional Information

Prior experience working with Opera or a related system

Strong interpersonal and problem solving abilities

Fluency in English, additional languages are a plus