HOUSEKEEPING TEAM LEADER

HOUSEKEEPING TEAM LEADER
Duties & Key Responsibilities
* Come to work every day with a smile on your face
* Execute duties as assigned by the Guest Operations Manager & General Manager
* Be the main point of contact for all assigned TMs in HSK and be the link to the GOM
* Be a role model for others concerning brand-specific behaviours
* Manage the housekeeping team through times of stress, speedily resolve guest concerns and implement resolutions by using discretion and judgement
* Carry out the same HSK duties like your HSK Supervisors and HSK Hosts, but take on additional 'team leader' responsibilities such as motivating, praising, empowering, guiding, resolving conflicts, setting (team) goals, evaluating team progress and taking corrective actions to deliver expected team results when necessary
* Personally clean a few rooms every day and increase own cleaning hours in times of high occupancy
* Assist the Guest Operations Manager in interviewing and selecting HSK Supervisors and Hosts
* On-board and supervise Housekeeping Supervisors and Hosts
* Organise and provide regular Housekeeping training for all Team Members so they can help when required (can potentially be delegated to a HSK SV)
* Provide a positive work environment to Housekeeping team members that allows everyone to thrive and fulfil their potential
* Ensure that all Housekeeping TMs understand the purpose of their role and are equipped with the training and tools required to deliver great brand-specific guest experiences
* Ensure all Housekeeping team members are willing to roll up their sleeves and help with other operations during busy periods and as required - make sure you are willing to do the same too!
* Monitor Guest Feedback (SALT; Social Reviews) relevant to HSK. initiate corrective actions immediately if necessary and keep the Guest Ops Manager informed on the HSK performance.
* Plan and coordinate TM tasks and monitor the quantitative and qualitative output
* Coach Supervisors and ensure they are assigned to their Team Members and champion responsibilities as required every ‎6 months
* Update the Guest Operations Manager (in regular team meetings) on the performance and progress of Supervisor 'coachees' and suggest development opportunities for them in the coming months. Team Leaders are responsible for the on-boarding of coachees, and execution of agreed development or performance improvement actions
* Under the leadership of the GOM, plan the work for the Housekeeping team effectively, distribute room-cleaning assignments and assign extra days off according to occupancy forecast
* Assign duties for HSK hosts in meeting & public areas, laundry and other heart of house areas
* Be responsible for all lost-and-found items
* Ensure that all Housekeeping labour costs are flexed according to levels of demand / activity, and that effective cost controls are in place
* Maintain par stock of guest supplies, cleaning supplies, linen and uniform and purchase in time when necessary
* Inspect public areas, heart of house and TM locker rooms daily
Support the overall management of the hotel by establishing effective working
relationships with all other departments, ensuring a high level of cross
departmental collaboration
What are we looking for?
Heart of House Manager serving Hilton brands is always working on behalf of
our Guests and working with other Team Members. To successfully fill this
role, you should maintain the attitude, behaviours, skills, and values that
follow:
* Housekeeping/laundry experience in the hotel/leisure/retail sector in a managerial or supervisory capacity
* A high school certificate or equivalent
* High level of commercial awareness and cost control capabilities
* Proficiency, at a basic level, with computers and computer programs, including Microsoft Office
* Excellent leadership, interpersonal and communication skills
* Committed to delivering high levels of customer service
* Ability to work under pressure
* Excellent grooming standards
* Flexibility to respond to a range of different work situations
* Knowledge of Workplace, Health, Safety and Hygiene is essential
* Strong communication skills
* A passion for delivering exceptional levels of guest service
It would be advantageous in this position for you to demonstrate the following
capabilities and distinctions:
* Familiar with Property Management Systems
* Experience managing a department and Profit and Loss account
* High level of IT proficiency
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector
from luxurious full-service hotels and resorts to extended-stay suites and
mid-priced hotels. For nearly a century, Hilton has offered business and
leisure travelers the finest in accommodations, service, amenities and value.
Hilton is dedicated to continuing its tradition of providing exceptional guest
experiences across its. Our vision "to fill the earth with the light and
warmth of hospitality" unites us as a team to create remarkable hospitality
experiences around the world every day. And, our amazing Team Members are at
the heart of it all!