Swissôtel’s claim reinforces our believe that time and travel are true gifts in life and that we should use our time — where ever we are in the world — well and wisely.It also reminds us to ensure our guests spend quality time — our Swiss hospitality, synonymous with quality, efficiency and care, takes care of everything so time can be easily spent doing the things they love.

Position Title: Executive Housekeeper

Department: Rooms

Reports to: Hotel Manager/General Manager

Direct Reports: Housekeeping and Laundry

Summary

Reporting to the Hotel Manager/General Manager, the role holder will contribute to the performance of their area by facilitating the hiring and retention of exceptional talent as well as driving Heartist engagement, learning and development, performance and talent within their departments.  They will have a desire to be the best at what they do and achieve operational excellence in their departments through all the metrics that are measured.

Responsibilities

• Implement, drive and manage all Housekeeping business requirements and related activities of the Hotel and Residences
• Implement, lead and encourage robust and positive interaction with all departments and key stakeholders, i.e. Front Office, Engineering, Food & Beverage teams and all third party suppliers/partners to meet and exceed guest and  Heartist’s satisfaction at all times
• Being entrepreneurial and thinking beyond the boundaries is expected and not requested
• Provide service that is sincere, warm and enthusiastic, ensuring total guests’ satisfaction
• Take the time to become familiar with all guests and Heartist’s and ensure you and the Housekeeping team are committed to service excellence at all times
• Lead and encourage an ‘eye for detail’ and promote through mentoring and coaching the same quality within the Housekeeping team
• Housekeeping is your business, ‘treat it as such’ by remaining a entrepreneurial and commercially minded leader without compromising the hotel’s strategic objectives

Planning & Organizing:

• In alliance with the Finance Department, implement and manage the system of procurement and purchasing for the Housekeeping department in line with the hotels policies and procedures, including ensuring practices of advising Finance of accruals are followed and ensure the same is coordinated and followed amongst the Housekeeping team.
• Implement, manage and drive the systems and schedules for cleaning and maintaining all the front and back of house areas throughout the property, including processes to monitor and measure the effectiveness of the same, as well as quality control/assurance measures and scheduled deep cleaning programs.
• In conjunction with the Human Resources Departments and the Housekeeping leadership team manage and drive all recruitment requirements for the department, including ensuring reference checks and job descriptions are written and provided to each appointed candidate with their employment agreement.
• Implement manage and drive quarterly performance appraisals for all Heartists within Housekeeping, including writing succession and learning and development plans for all Heartist’s which are aligned with the Human Resource/Learning and Development departments strategic objectives.
• Write, implement and ensure the Housekeeping team are familiar with and adhere to the departments Standard Operating Procedures (SOP’s), including implementing processes to monitor and measure the same.
• In alliance with the Finance Department write the department’s annual operating budget and monthly forecasts and monitor and manage the departmental operating expenses in line with the same, including adjusting the operating processes of the department to remain aligned with the hotels business requirements and objectives.
• Implement, drive and constantly review the departments work schedules to ensure the monthly budgets and forecast are met by way of productivity measures
• Implement manage and drive systems and processes to ensure longevity and control inventories of all departmental operating equipment, including linen, guest rooms supplies, cleaning chemicals etc., as well as ensuring par stock levels are maintained in line with budgets/forecast and business requirements without compromising on quality.
• Conduct market research and advise on new products and equipment within the market which would benefit the Department and the Hotel.

Operations:

• In partnership with the L&D team, constantly train and develop the Housekeeping team including all third party contractors Heartist’s in line with the departmental standard operating procedures.
• Maintain a consistent focus on improving the overall flow of housekeeping operations, seeking ways to maximize and improve the operation through productivity management and energy savings programs.
• To lead and support Heartists in the achievement of financial, operational and service delivery targets via effective organizational policy and procedural development and appropriate staff training activities.
• Foster a winning, solution-oriented work environment, motivating and engaging staff to continuously deliver the best possible service and to provide feedback and recommendations which you must follow up on.
• Lead department’s daily briefings and monthly Heartist meetings ensuring all Heartists are familiar with the correct and updated information relating to all department and hotel related activities in order to carry out their duties effectively.
• Possess a complete understanding of and at all times adhere to the Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety, including managing work process flows to ensure a safe, productive and injury free work environment for all Heartists.
• Drive the positive performance of the Housekeeping team, including completion of performance appraisals, coaching counselling and performance management in conjunction with the Human Resources team.
• Ensure all team members are aware of all room revenue and department productivity targets and are kept informed of performance results by way of progress charts posted within the department along with regular communication during briefings etc.
• Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members and implement and manage a process to measure the same.
• Ensure a consistently high standard of grooming is followed and by you and your team in line with the hotels grooming and presentation guidelines.
• Actively review guest and Heartist comments and feedback, communicate this with the team members and implement procedures to enhance guest/Heartist satisfaction.
• Have full knowledge of all products and services provided by the property and in the local area.
• Actively participate in guest and Heartist events as and when requested.
• Ensure daily shift handovers are conducted in a professional and constructive manner.
• Review daily reports to ensure system is being maintained as per company policies and procedures.
• Manage and coordinate any redecoration or replacement of guest room upholstery, furniture, fixtures and equipment.
• Inspect all Front and Back of House areas on a daily basis to ensure cleanliness and presentation standards are maintained.
• Manage and coordinate deep cleaning and special task schedules, ensuring the product are maintained as per standards.
• Monitor and reports the upkeep of all assets including FF&E and OS&E to the Hotel Manager/General Manager
• Manage and monitors effective usage of guest room supplies and amenities.
• Manage and maintain a good understanding of the property management system and ensure the Housekeeping leadership team is conversant in the housekeeping reports and allocation modules.

Administration:

• Work closely with the Finance department to produce monthly financial reports timely & accurately.
• Review the Heartist schedule and annual leave plan to ensure the correct allocation of resources in order to improve owner /guest satisfaction levels as well as Heartist productivity and satisfaction.
• Monitor and keep updated all records and schedules relating to departments operating performance, quality assurance/control management and training to ensure planning and completion is carried out as per standards and can be referenced to derive historical patterns.

People & Culture

Heartist Relations

• Foster a positive and structured work environment which encourages the successful operation of the business, calling upon the necessary processes to deal with disciplinary, grievance and workforce change situations. 
• Work alongside with the People & Culture leader to investigate, document and administer corrective action immediately and effectively to reach the mutual goals of the business and the Heartist.

Recruitment

• Hire new Heartists in conjunction with the People & Culture Leader through INES

• Use the interview guides provided and Talent Meter to gain further information on any potential candidate

Heartist Engagement and Communications

• Strive to increase Heartist engagement by promoting a positive work environment where each Heartist is informed and proactive about the overall business goals.  Ensure the consistent delivery of business and associate information with transparency so that each Heartist understands how they contribute to the company’s success.  This will include working on the Heartist Engagement Survey (EES) and People & Culture Audit.  Ensure the EES Champions for the hotel/departmental action plans in order to increase Heartist engagement and improve EES scores year on year.
• Represent the organization as an exemplary ambassador the Accor All Inclusive - Heartist Service Culture
• Labour Turnover to be closely monitored and proactive actions taken with regards to trends and suggestions to People & Culture leader as well as Hotel Manager/General Manager.

Learning & Talent Development & Performance Management

• Ensure bi-annual Talent Review process is conducted and associated documentation maintained to the required standard.
• Facilitate the performance management cycle from probation reviews, annual performance reviews, development plans as well as on the job training
• Ensure Departments have adequate Departmental trainers, and these are well utilised
• For all supervisory positions have a transparent development programme in place in conjunction with the People & Culture leader as well as Learning & Development.
• Development of direct reports to give them ongoing feedback and development.

Finance

• The activities and contribution of the role will impact the performance of the hotel. 
• They will act on behalf of the business to work through complex situations and reduce risk, interpreting and implementing company policies and employment legislation as appropriate.
• They will be required to exercise sound judgment and integrity at all times to ensure confidentiality of protected information.
• Be fiscally competent in budgeting, forecasting including the commentary that goes with the documents/meetings.
• Demonstrate full awareness of departmental budget/P&L and work towards achieving it by minimizing expenses and maximizing room revenue

Abilities/Key Competencies/Skills

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Heartist service culture to be responsive, respectful and deliver a great experience.

Leading Myself

• Positive Orientation
• Operational Decision Making
• Self-Development & Management

Leading Others

• Developing an Empowered Team
• Leading an Engaged and Diverse Team
• Communication

Leading the Business

• Advocating Guest Passion
• Business Planning and Analysis
• Business Improvement and Change

Experience/Certificates/Education

• Educated to bachelor’s degree level or beyond, most likely within a business or hospitality management related discipline, or experience equivalent
• Prior experience as a Department Head in a large, fast paced organisation
• Fluency in verbal and written English is essential – an additional language eg Arabic would be an advantage
• Must be a highly capable user of Microsoft office programmes including Excel, Word, PowerPoint and Outlook.
• Previous working experience in a truly global work environment is essential

This is a pre-opening and requires an incumbent to be available by May 1.