Rosewood Baha Mar Rosewood Baha Mar, Baha Mar Boulevard, Nassau, The Bahamas
Job Title: Assistant Director - Housekeeping Reports to: Director of Housekeeping Rosewood's Assistant Director of Housekeeping will be responsible for the effective management and continuous improvement of Housekeeping services within Rosewood Baha Mar, and will play a leading role in ensuring the implementation of Rosewood Baha Mar's Housekeeping service standards are in line with policies and procedures. The Baha Mar culture begins with PASSION. We have a passion for “BETTER THAN BEST” that leaves a lasting impression on our guests, and creates a timeless resort experience that is glamorous, fun and exceptional. Here is how you can “own the wow!” Care deeply Have a generous spirit Thrive as part of a team Pay exacting attention to details Create emotional connections with our guests Be strongly committed to Baha Mar’s success What you will also have already accomplished: High school diploma required; Bachelor's degree in a related field preferred. Minimum of five years' of experience in a similar role in a luxury environment preferred. Extensive knowledge in luxury housekeeping standards Description of Responsibilities Rosewood's Assistant Director of Housekeeping will be responsible for the effective management and continuous improvement of Housekeeping services within Rosewood Baha Mar, and will play a leading role in ensuring the implementation of Rosewood Baha Mar's Housekeeping service standards are in line with policies and procedures. Responsibilities will include, but are not limited to: Maintain a good working knowledge of the facilities and services offered by the resort. Recognize and welcome repeat guests, by name, and be familiar with their preferences and dislikes; brief the team accordingly Investigate and take ownership for resolving guest queries, complaints and incidences or lack of delivering service to standards – working with colleagues to maintain guest/visitor relationship. Maintain ownership and follow up when issues require involvement of other departments, managers, and colleagues to be resolved. Monitor the staffing levels in the department to ensure that it is in accordance with the occupancy level and that expected levels of service can be delivered. Assist the Director of Housekeeper in carrying out spot checks on par levels to ensure adequate stock items to service rooms and laundry. Inspect all arrival and departure rooms liaise with laundry on guest room needs. Inspect storage areas and instruct Room Attendants on any changes required. Maintain a high profile presence on the floors so as to ensure excellent levels of guest service. Spot check rooms, Public Areas and laundry to ensure standards of service and cleanliness are being kept. Take immediate corrective action e.g. Briefing, coaching etc. when necessary. Prepare task sheets for Room Attendants as required. Assign special duties to Room Attendants as instructed by the Director of Housekeeping and check progress so that the tasks are completed to the resorts standard and on time. Be responsible for checking that staff has satisfactorily completed the work assigned to them by signing off their work sheets before they go off duty. On occasion, be able to check vacant and occupied rooms daily to ensure that they are fully stocked and replenished and presented to the resort’s standard. Ensure rooms are turned over in a timely manner and to standard- be able to perform Room Attendant duties to assist and ensure standards are met. Monitor the level of service and the level of guests’ satisfaction on an ongoing basis within the Housekeeping department to ensure consistency with the established standards. Report findings and recommendations to the Housekeeper. Assist in regularly carrying out inspections of public areas, equipment and chemicals under the control of the housekeeping department. Help maintain a positive working environment – care for colleagues’ welfare and willingly give assistance in housekeeping and other departments. Consistently work closely with all departments to deliver seamless service. Be willing to share knowledge to help the team achieve personal and departmental goals. Take ownership for resolving internal customer/ department queries and complaints, working with colleagues to resolve issues and maintain a good working relationship. Pass on all required information and ensure clear communication with team, management and colleagues e.g. Hand outs and relevant information from meetings and briefings. Ensure Lost & Found items are logged and stored correctly. Through training, promote safe use practices of housekeeping equipment and ensure that the team strictly follows the manufacturer’s guidelines in the use of equipment. Ensure that the Team follows the uniform standard, particularly as it relates to Health and Safety (e.g. Regulation shoes and rubber gloves when using certain chemical agents). Carry out assessments in areas and ensure that all potential and real hazards are reported immediately and follow up to ensure that they are corrected. Know and practice all department and hotel fire, natural disaster and emergency procedures. Know, and personally enforce and encourage others to follow the resort’s security procedures. Maintain the highest standards of personal hygiene. Ensure that the work area, materials and equipment are maintained in a clean and tidy manner- reporting defective materials and equipment to the correct departments. Comply with hotel procedures related to financial and inventory controls at all times. Keep neat and easily understandable and accessible files, both hard and soft copies, of all the resort’s records and working files. Assist in stock count and inventory of housekeeping stock. Monitor stock and replenish using the hotel’s purchasing procedure – obtain the appropriate authorization. Give clear direction to team, communicate effectively and explain the hotel’s expectations with regards to performance ,productivity, accountability, behavior and ways of measuring performance. Supervise the team’s performance using clear, fair, honest communication, praise, coaching and discipline. Administer discipline in accordance with the resort’s procedures –authorize to issue verbal warnings and make recommendations for further disciplinary actions. Continuously train, develop and coach team – in particular on the job training to staff, focusing on standards and service. Carry out regular checks to ensure housekeeping team members maintain their standards of work and comply with the policies and procedures of the department and the Resort. Follow up and retrain or discipline individuals as needed without delay. Manage team attendance and time keeping – monitoring and recording both and taking the necessary counseling, corrective and disciplinary actions immediately. Assist in conducting informal and formal performance evaluations. Report for duty punctually ready to work in full uniform paying attention to personal hygiene and tidiness. Maintain a professional and courteous manner whilst at work. Be known for being honest, reliable, confidential and trustworthy. Ensure guest and employee privacy and security by respecting confidential information. Carry out any reasonable requests made by manager and other members of the management team in a timely manner. Be proactive, ask questions and be responsible for action or lack of action. Attend and complete the resort’s organized training sessions and programs as and when required. Attend and participate in hotel and departmental meetings and briefings.
Jun 19, 2019