Position Summary:
As an Assistant Executive Housekeeper at Hilton Saigon, you will work closely with the Head of Department to ensure the delivery of exceptional guest experiences and adherence to Hilton standards. You will be responsible for overseeing the Housekeeping department and ensuring that all tasks are performed to the highest standards.
Key Responsibilities:
- Assist with setting departmental objectives, work schedules, budgets, policies, and procedures.
- Manage lost and found procedures.
- Address performance issues in compliance with company policies.
- Understand and enforce hotel emergency procedures, security protocols, and health and safety regulations.
- Foster good relationships with all hotel departments and conduct monthly communication meetings in the absence of the Head of Department.
- Ensure high operating standards in Housekeeping and Laundry align with hotel brand standards.
- Provide exceptional customer service with a professional and positive attitude.
- Perform routine inspections of Housekeeping areas and report issues to the Executive Housekeeper.
- Monitor appearance, standards, and performance of team members, emphasizing training and teamwork.
- Responsible for meeting departmental targets and managing budgets.
- Promote environmental responsibility.
- Act as Deputy in the absence of the Executive Housekeeper.
- Aid in setting and achieving departmental targets and objectives.
- Ensure team members are knowledgeable about room categories and amenities and receive ongoing training.
- Ensure implementation and adherence to departmental procedures and standards.
- Assist in overseeing Housekeeping and Laundry operations.
- Ensure appropriate staffing to meet business demands.
- Adhere to Hilton’s grooming standards including uniform and personal hygiene.
- Handle guest inquiries and complaints, using the MIR (Make It Right) process to resolve issues.
- Support the Head of Department in recruiting, managing, training, and developing team members.
- Resolve customer complaints to maintain high satisfaction levels.
- Perform any other reasonable tasks assigned by hotel management.
- Ensure high standards of cleanliness and order in all working areas.
- Anticipate guest needs before being asked.
- Maintain financial awareness, make effective decisions, and lead by example with integrity and a focus on continuous improvement.
- Assign duties to supervisors and team members.
- Report and follow up on maintenance issues and safety hazards.
- Manage and oversee master keys in your possession.
- Manage guest requests efficiently and effectively.
- Stay informed about the hotel&039;s services and facilities.
- Handle and maintain equipment, tools, keys, and supplies according to instructions.
- Attend training sessions and meetings as required.
