Mô tả công việc
Responsibilities
Guest Engagement
• Taking initiative and proactive approaches when handling guest preferences, requests and concerns
• Being readily available and approachable to all guests and provide warm, friendly, genuine services to guests
• Coaching, motivating, encouraging and empowering team to take initiative and be proactive to handle customer preferences, requests and concerns
• Collaborating with fellow departments to create unique, customized, authentic guest experiences based on available resources and teamwork
• Ensuring that functions achieve or exceed guests’ expectations
• Extending professionalism and courtesy to guests at all times and displaying the brand values of the company
• Creating unique, customized, authentic guest experiences based on thoughtful observation and active listening though guests’ expressed and non- expressed preferences
Team Engagement
• Encouraging that the team actively and willingly participates in job- related activities including daily briefings, weekly meetings, on- going and regular hard skill and soft skill training workshops, cross- training programs, and other engagements as required
• Performing by example while demonstrating self- confidence, energy, enthusiasm and humility
• Proactively collaborate with other BOH teams for full support and taking action as required
• Encouraging that the team participates in industry and guest- related activities including networking events, self- sought education programs, acting as guide outside of the hotel function, and other innovative engagements
• Learning and understanding all goals and results of the HSKP, Public Area, Uniform and Linen functions
• Promoting teamwork and morale among all departments and members at all levels and functions
Financial
• Ensuring compliance with all corporate accounting procedures
• Provide insightful and relevant cost- saving suggestions on a regular basis
• Maximizing team’s productivity through arranging the roster based on hotel business demands
• Working closely with line manager to understand revenue and performance results
Essential Job Functions
• Strictly following all procedures for Lost and Found, DND (Do Not Disturb) Double Lock, Loss & Breakage, Temperature control
• Ensuring all guest requests and complaints are handled appropriately adhering to the hotel’s general guidelines for service recovery
• Being knowledgeable and strictly following all established cleaning procedures for polishing, vacuuming, scrubbing, mopping, dusting, etc. with maximum productivity and cost effectiveness
• Carefully reviewing the room work assignment sheet and executing on the making up the rooms according to the SOPs
• Being knowledgeable about the hotel, especially the facilities and services and local areas in order to provide an overall guidance to the guest, in and around the hotel and city, make recommendations tailored around the wishes of the guest
• Being familiar with and adhere to all housekeeping procedures for the issuing and return floor master keys
• Implementing turndown service in accordance with established standards
• Working closely with Engineering department to implement an effective preventative maintenance system on regular basis and reporting to the Housekeeping Coach repair and maintenance needs
• Ensuring to always be informed any daily groups
• Handing over all unfinished work to the following shift during shift briefing
• Replenishing guest supplies and ensuring all linen in guest rooms is clean and well- pressed
• Reading the logbook daily and taking action accordingly
• Being knowledgeable about how to operate available housekeeping machinery’s and chemicals according to established standards
• Ensuring a high standard of cleanliness of corridors and service areas
• Providing advices and make recommendations to the guests of corresponding charges for additional amenities and extra services
• Being knowledgeable about and strictly following established procedures for the cleaning and set- up of guest rooms
• Assisting hands on in the operation during peak periods as required
• Follow strictly the implementation of standard operating procedure and all policies and procedures related to the department
• Handling guest complaints in accordance with service recovery guidelines
Collaboration with other functions
• Performing additional laundry and linen services when necessary
• Performing uniform adjustments based on requirements and sewing duties
• Assistant Public Area team to so cleaning all designated public areas and kitchen areas in accordance with established procedures
Other Responsibilities
• Understanding, continuing update and compliance of human resources policies, procedures and code of discipline; while promoting management, team and cross department support, leadership, professionalism and good relations
• Performing other related duties and functions assigned by the Assistant MIS Manager
• Understanding, continuing update and compliance of the relevant policies, procedures and service delivery standards of this position
