Executive Housekeeper

Job Responsibilities

Executive Housekeeper functions as a strategic business leader of a hotel's housekeeping operations. The position ensures housekeeping operations meet the brand’s standards, hygiene and safety standards, targets customer needs, ensures associate engagement and development, focuses on growing revenues, maximizes the financial performance of the department and oversees the development & implementation of the departmental strategies. 

As Head of Department, develops and implements department strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer, resulting in creating an iconic and profitable hotel. 

Strategy Development and Planning 

*Partners with Man-com to create the hotel annual business strategy.

*Develops departmental goals and strategies and ensure alignment with the hotel business strategy.

*Ensures the Department Processes, Polcies and Practices are in alignment with the IHCL Vision, Mission & Values.

*Ensures adherence to Tata Code of Conduct.

*Ensures Gender Diversity and Strict Adherence to POSH Guidelines.

*Ensures that all internal customers needs are met to foster Team Work and create Synergies. 

Process

*Conducts regular manager and departmental staff meetings to ensure an effective two-way communication process is followed.

*Co-ordinates with Director of Engineering and Director of Rooms/Front Office Manager to periodically review the guest floors and upholstery condition to check its quality and if a replacement is required.

*Inspects all Guest Floor areas regularly to note and immediately rectify operational flaws if any.

*Ensures the upkeep, cleanliness and appearance of the hotel is maintained at all time according to the brand standards.

*Plans and reviews the pest control functions, horticulture activities and laundry function in the hotel and review the performance of outsourced vendors

Financials & Resource Management

*Reviews guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken.

*Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

*Reviews arrival list every day and ensures that the team understands the guest preferences of repeat guests, VIPs, Inner-circle and Chambers Members are communicated and delivered by the concerned departments.

*Maintains regular contacts with corporate and individual guests, and builds strong relationships with them.

*Address the customer complaint stratification periodically to identify areas of improvement and implement changes in product or processes.

Safety

*Identifies risks and develops HIRA (Hazard Identification and Risk Assessment).

*Adheres to roles and responsibilities pertaining to safety as defined by the hotel from time to time as per the PCM (Progressive Consequence Management) SOP and IMBC (Incident Management and Business Continuity).

People

*Partners with Human Resources to develop departmental workforce plans, hiring schedule, interview and select candidates that demonstrate the TATA and IHCL values along with core functional expertise. Assign buddies to new team members and monitor the progress of departmental induction

* To set department and sub-department goals which is in line with the hotel and department strategies. Communicate goals, conduct Q-Chats (quarterly performance reviews), analyse performance and provide relevant input for training programs.

*Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

*Ensures disciplinary procedures and documentation, adhering to the standards of Tata Code of Conduct and values of IHCL.

*Identifies departmental and individual training needs, develops training calenders, conducts training and recommends suitable training programs to address individual capability gaps. Participate in the certification of team members in key skills. Ensures self and direct report managers attend appropriate core training classes

*Creates a culture of recognition by actively participating in the STARS (Special Thanks and Recognition System) Program.

*Creates a culture of 'Trust, Awareness and Joy' by conducting departmental meetings, reviewing V-Connect feedback, drawing and implementing suitable action plans.