Company description:

Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. With 5,700 properties, you’ll find us in your neighborhood and in more than 110 countries across the globe. Learn about our 30 hotel brands. Find Your World.™

ESSENTIAL FUNCTIONS:

Main Duties:

Administration:

• To conduct pre-shift briefings and regular communications meetings, ensuring that they are effective and conducted as necessary.
• To maintain and utilize other departmental and Associate Communications channels, e.g. notice boards, log books, handover reports, etc.
• To assist in providing the Purchase Department with detailed product specifications for items used in the rooms.
• To assist the Executive Housekeeper in the smooth and efficient running of the Housekeeping department, ensuring that all the policies and procedures outlined in the Departmental Operations Manual are strictly adhered to.
• To log daily events in Executive’s Logbook and follow-up on information reported by the other Executives daily.
• To raise job orders through Starguest to Engineering department for repair and maintenance work.
• To ensure overall housekeeping brand standard in the rooms and public areas including back of the house are maintained at all time.
• To follow the laid down lost and found procedures.

Customer Service:

• To ensure that all Housekeeping Associates deliver the brand promise and provide personal, instinctive, renewal and professional guest service at all times.
• To ensure that Housekeeping Associates also provide excellent service to internal customers as appropriate.
• To ensure MAGCP rooms are serviced as per standard and proper record is maintained.
• To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through, to make sure problems are resolved satisfactorily.
• To assist in developing and implementing program to enhance customer loyalty.
• To maintain positive guest and colleague interactions with good working relationships.
• To regularly monitor the Guest Experience Index (GEI) report and to ensure the minimum benchmark scores are achieved in line with corporate and property goals and assist in the implementation of action plans as directed to achieve constant improvement year on year for the department.
• To ensure the minimum benchmark scores of the Brand Health Audit are achieved, and assist in the implementation of action plans as directed to constantly improve the results year on year for the department.
• To keep abreast of the Hotel Guest feedback, complaints, views, etc. posted on websites, print or electronic media or any other available communication channels.

Financial:

• To proactively manage all costs.
• To maximize Associate productivity through the use of multi-skilled, multi-tasking and flexible scheduling in order to meet the financial goals of the Department as well as the expectations of the guests.
• To assist in the inventory management and ongoing maintenance of hotel operating equipment and other assets, including establishing par stocks, equipment care, maintenance and inventory taking as required.

Marketing:

• To assist in implementing guest recognition programme and maintaining a guest history programme.
• To assist in the implementation (where appropriate) of marketing programs

Operational:

• To ensure all associates follow ABC’s of Housekeeping.
• To prepare weekly work schedules, making sure that they reflect business needs and other key performance indicators.
• To assign duties and responsibilities to Housekeeping Attendants.
• To conduct checks on works done by Housekeeping Attendants.
• To report adverse guest comments.
• To report lost and damaged items.
• To conducts regular inspections of rooms. Ensure all the rooms to be checking in daily basis. Make sure standards of cleanliness is maintained at all times.
• To ensure preventive maintenance and general cleaning programme are implemented on timely manner.
• To ensure all expected arrival rooms to be release on time. No defect or dirty rooms are sold to a guest.
• To ensure all occupied room serviced in timely manner.
• To conduct checks on Public Areas, F&B outlets, offices, toilets, fire exits and car park.
• To conduct checks on works carried out by Contractors.
• To coordinate and inspects with Contractor’s Supervisor on work carried out by Contractors.
• To ensure function rooms and toilets are clean before commencement of function.
• To plan and schedule periodic works such as carpet shampooing and high level dusting.
• To ensure scheduled periodic works are carried out.
• To liaise closely with Florists regarding floral arrangement in the hotel.
• To perform pre-setup for V.I.P. arrivals.
• To ensure all the requests/complaints and feedbacks received from guest to be communicated to Service Express. This is to insure complete updating of guest history and profile.
• To ensure all St Regis minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
• To make sure that all standards related to Starwood signature program are understood and executed at all times.
• To make sure that Housekeeping Associates work in a supportive and flexible manner with other departments, in a spirit of “Play as a Team”.
• To be aware of functioning with OPERA and Starguest, and the importance of communication through the Property Management System.
• To ensure buggies, vacuum machines & other housekeeping tools are maintained at all times in working condition.

Personnel:

• To oversee the punctuality and appearance of Housekeeping Associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
• To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.
• To assist in developing the skills and effectiveness of all Housekeeping through the appropriate training, coaching, and/or mentoring.
• To encourage associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operations through various ways including Starwood Cares.
• To ensure Housekeeping Attendants have a complete understanding of and adhere to Associate rules and regulations.
• To ensure the standards as stated in the Operations Manual are maintained by housekeeping attendants
• To align all day-to-day functioning of the department consistent with Starwood Privacy Policy in a most ethical manner.
• To supports the Departmental Trainers through ongoing feedback and assistance at monthly meetings.

Other Duties:

• To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department grooming standards.
• To read the hotel’s Associate Handbook and have an understanding of and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
• To comply with local legislation as required.
• To respond to any changes in the department as dictated by the needs of the hotel.
• To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required, in order to meet business demands and guest service needs.
• To follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
• To be well versed with the Hotel safety and security procedures and observe and report anything unusual.
• To assist in carrying out fort nightly, monthly quarterly, bi-yearly, yearly inventory of operating equipment.
• To carry out any other reasonable duties and responsibilities as assigned.
• Exercise responsible behavior at all times and positively representing the hotel team and Starwood Standards.

QUALIFICATION STANDARDS:

Education

• BSc Hotel Management preferred.

Experience

• Extensive experience in the relevant field.

Grooming

• All employees must maintain a neat, clean and well-groomed appearance per Marriott/Starwood standards.