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Alkhoory Hotels
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Housekeeping Coordinator

Job Description and Requirements

 

Job Title:

HOUSEKEEPING COORDINATOR 

Department:

HOUSEKEEPING

Division:

OPERATIONS

Reports To:

HOUSEKEEPING SUPERVISOR

Subordinates:

(if applicable)

NOT APPLICABLE

 

  1. JOB SUMMARY

 

To provide neat and clean guest rooms in line with hotel standards and standard operating procedures to maximize guest satisfaction and rooms revenue.

 

  1. Main Duties and Responsibilities

 

  • Handling of guest requests. Consistently offers professional, engaging and friendly service
  • Follows Hotel’s telephone etiquette standards.
  • Generate various operational reports for the coordination of the Housekeeping department.
  • Guest Call Summary, Laundry Productivity, Room Productivity, Monthly Attendance, Weekly Duty Roster, Duty Timing as per punching timings, records of Pending Day Offs, PH, Overtime etc. Daily Duty Allocation, Key Log Record etc.
  • Handle telephone calls and ensures all messages, information and requests are logged, communicated promptly and accurately to provide prompt delivery of excellent service for both internal and external Guests.
  • Maintain effective record and filling systems; completing all administrative reports accurately and in a timely manner.
  • Process requests and delegates work assignments in a timely manner while adhering to Hotel’s brand standards.
  • Responsible for communicating all operational concerns to the Housekeeping Supervisor and proactively addressing any day to day operational concerns.
  • Assist Housekeeping Supervisors for taking a lead role in the coordination of all Housekeeping employees and activities including: office opening and closing, daily room assignments, inspection of rooms, evening service assignments, and other special tasks.
  • Responsible for liaising with Front Office and Maintenance department in the overall operation of the rooms division.
  • Preparation of Room Attendant Reports for various shifts as per Duty Allocation.
  • Preparing Store Requisitions – General Store, F&B Store, Engineering Store and Operating Store.
  • Prepare Room Discrepancy Report of AM & PM shifts and submit to FO and Accounts.
  • Preparing Night Shift check list with task for the day.
  • Reading the log book, sheet functions, expected arrival and expected departure.
  • Updating the Housekeeping data board with information like VIP in-house, Today's occupancy Percentage, arrivals, departures, to do list, rooms for deep / super cleaning, PPM etc.
  • Post laundry charges to the respective guest folios.
  • Prepare the missing / broken item register.
  • Handle the lost and found procedures and all enquiries.
  • Good understanding of the property management software ( Eg: Opera)
  • Make the relevant room status changes on the software as per the instruction given by floor supervisors.
  • Changing the room status from Occupied dirty to Occupied clean after collecting details from Room Attendants.
  • An Order Taker must have knowledge about Rooms, Outlets and Public Areas in the Hotel.
  • Maintain complete knowledge of all Housekeeping services, outlets, hotel areas / features and hours of operation.
  • Follow all Occupational Health and Safety regulations.
  • Ensure all Housekeeping Colleagues adhere to the material outlined in the Fairmont Code of Ethics.
  • Ensures key control procedures and inventory of communication devices.
  • Adhere to Hotel’s policies with regards to security.
  • Report for duty punctually wearing the correct uniform and name badge at all times.
  • Provide a courteous and professional service at all times.
  • Maintain good working relationship as with colleagues, and all other departments.
  • Carry out any other reasonable duties and responsibilities as assigned.
  • Sort's items and counts and records number of linen soiled.
  • Examines laundered items to ensure cleanliness and serviceability.
  • Separates linen or uniforms that need repair and / or special treatment and forward it to the tailor for immediate action.
  • Stores laundered linen and uniforms on shelves and trolleys.
  • Issues linen and uniforms, which are both to be exchanges on a clean-for-soiled basis only.
  • Receives, sorts and double checks conditions of all linen and uniforms, records all outgoing and incoming from the laundry thoroughly before storing and issuing.
  • Takes inventory and control movement of soiled, damaged and fresh linen and uniforms.
  • Assist Housekeeping Manager for preparing monthly reports.
  • Having manners (courtesy), meaning that an order taker is actually paying attention to what the guest wants.
  • Having empathy meaning that order taker must understand the feelings of the guest under any circumstances, but still go into this situation in a manner that does not hesitate without showing too much attitude.

 

  • Having responsibility meaning that as order taker should be able to take the appropriate action and to find a way out of the right to guest satisfaction as a sense of full responsibility.
  • Having flexibility meaning that order taker will treat guests as whole persons and to contribute to providing advice and solutions that can be accepted by the guests.
  • Additional task of Order Taker is establishing good cooperation with other department, creating and nurturing a healthy working atmosphere. Some important aspects in the functioning of Order Taker is having a high sense of beauty, having knowledge of hygiene and sanitation, being industrious, creative and having high initiative of neatness and cleanliness of beauty. Order Taker must have collaboration with superiors and peers both inside it’s own the department or another departments and they must be able to keep a secret.
  • Measures of success of the Order Taker job is the guest satisfaction (zero complaint), deliverance of all reports on time. In addition, the measure of success is that there are no errors in both of the operational and implementation of tasks and works, Order Taker must be diligent and never absent from work and never change shift.
  • Attends all training sessions as scheduled.
  • Always greet the guests and colleagues.
  • Establish effective employee relations, maintains the highest level of professionalism, ethic and attitude towards all hotels guest, clients and employees.
  • Committed to energy consumption.
  • Committed to promote of saving water consumption.
  • Committed to promote waste management.

 

  1. JOB ACCOUNTABILITIES

 

  • Have a complete understanding of and adhere to the Hotel’s Policies relating to Fire, Hygiene, Health and Safety.
  • Maintain a high standard of personal appearance and hygiene at all times.
  • Have a complete understanding of the Hotel’s employee handbook and adhere to the regulation contained within.
  • Attend all training sessions/programmed that are requested by the Hotel’s Management.

 

  1. KEY PERFORMANCE INDICATORS (KPIs)

 

  • Minimize Guest Complains up to ___%
  • Minimize linen wastage up to ___%
  • Staff turnover up to ___%

 

  1. COMMUNICATION & WORKING RELATIONSHIPS

 

External           :

VIP Guests

Guests

 

Internal            :

Hotel General Manager

 All Housekeeping Staff

Front Office Staff

Food & Beverage Staff

Human Resources

Finance

Engineering