Housekeeping Manager - Mercure Johannesburg Bedfordview Hotel at Accor Hotel

• To promote a helpful and professional image to the Customer with full cooperation when requiring assistance, ensuring a prompt, caring and helpful attitude.
• To strive and anticipate the customers needs whenever possible to enhance quality service, and in turn enhance customer satisfaction.
• To give full cooperation to any employees requiring assistance in a prompt, caring and helpful manner.  To be flexible in assisting around the Hotel in response to the business and customer needs.
• To maintain regular and effective communication with the Team.  Also, attend Hotel Meetings when required.
• Together with the Front Office Manager/ Rooms Division Manager to develop and maintain quality training and coaching in a systematic and professional way to ensure consistent delivery of the product service standards.
• Together with the Front Office Manager/ Rooms Division Manager to manage the recruitment of employees scheduling and planning of departmental rosters, departmental orientation employees and training schedules.
• To assist in creating an environment which promotes employees’ morale that encourages employees to have pride in their department and their skills ensuring maximum efficiency.
• Together with the Front Office Manager/ Rooms Division Manager to appraise employees at least every six months, identifying developmental needs from employees’ appraisals ensuring maximum support received.
• Together with the Front Office Manager/ Rooms Division Manager to address development needs identified from appraisal and to maximize areas of strength. 
• To deliver Departmental Service Standards aligned to ACCOR Brand Standards.
• To help control operating costs within the standards set under the direction of the Front Office Manager/ Rooms Division Manager.
• To identify and report hazards and maintenance requirements in the workplace and follow through with your Front Office Manager/ Rooms Division Manager and/or other Heads of Department to ensure no defects.
• To comply with statutory and legal requirements for fire, health and safety within your department.  Check that members of your Department are also aware of these requirements and are working in accordance to them.
• Communicates to employees the importance of meeting customer as well as regulatory & statutory needs.
• Ensures the availability of resources to carry out all tasks.
• Ensures customer requirements are determined and met.
• Actively promotes an awareness of customer requirements throughout the organization.
• Ensures that responsibilities and authorities are defined and communicated within the organization.
• Ensures appropriate communication processes are established.
• Determines the necessary competence for employees and provide training or other actions to satisfy these needs.
• Ensure that employees are aware of the relevance and importance of their activities and how they contribute to the department objectives.
• Understands and is aware of all fire and safety procedures.
• Ensures through effective supervision that all services offered in the housekeeping department are always available and are carried out with the outmost efficiency and courtesy as per the department operations manual.
• Liaises with laundry and technical services departments to ensure the smooth flow of linen supplies and repair work.
• Liaises with the Front Office on anticipated guest check-ins, checkouts, room assignments and rooming list.
• Conducts periodic inspections of all hotel areas to check the cleaning standards.
• Ensures the proper ordering of cleaning supplies and guest supplies and to check that they are handled and stored correctly.
• Makes recommendation to management for modernization of equipment and refurbishment programs.
• Ensures that all rooms are checked prior to the arrival of the guest for 100% readiness.
• Ensures that all safety rules, emergency procedures and fire prevention regulations are strictly enforced by the employees.
• Ensures proper arrangement and maintenance of flowers and plants in the guest rooms and public areas.
• Conducts regular housekeeping meetings to keep employees informed of policies and procedures, special events, further improvement plans and guest comments.
• Uses the guest history system to its fullest potential.

Qualifications

• A diploma is required
• 3+ years of supervisory experience in housekeeping management as an executive housekeeper, housekeeping director, or other similar position
• At least 2+ years experience in hospitality or guest services
• Extensive knowledge of environmental services (EVS), including detailed cleaning processes and a wide range of cleaning supplies and equipment
• Applicants should be excellent leaders, detail-oriented, and demonstrate a commitment to customer service