Head Housekeeper

CPS Recruitment Limited
£18 - 20K
10 Aug 2017
16 Aug 2017
Head Housekeeper Winstanley House is a boutique hotel, wedding and event venue and home to the contemporary British restaurant and steakhouse Black Iron. Situated only two miles from the city centre of Leicester, and set within 160 acres of parkland, Winstanley House offers all of the convenience of a City Centre location, with the opulence, seclusion and space of a Country House. The historic building has been expertly restored to include all of the con POSITION SUMMARY Reporting to the Operations Manager, the Head Housekeeper contributes to guest comfort by ensuring the Housekeeping department runs smoothly and receives great customer and team feedback with exceptional cleaning and housekeeping standards in the guest rooms and public areas. He/she will oversee productivity levels, team development, linen service, health and safety, cleaning schedules and financial performance with a hands-on approach. DUTIES AND RESPONSIBILITIES Customer Focus: - To implement the consistent delivery of superior customer service through the Customer Service Programme. - To ensure that the department creates a professional impression to customers and team members. - To review and act on Customer Service Reports relevant to your areas of responsibility to achieve positive and consistent results. - To review and act on customer feedback relevant to your areas of responsibility. This to include customer complaints and compliments. - To ensure routine maintenance is carried out in your areas of responsibility, reporting any damage and wear and tear, ensuring bedroom faults are rectified promptly. - To organise and set up on-going deep clean schedules. - To organise and set up on-going daily cleaning schedules. Specific Job Accountabilities: - To ensure efficient stores procedures, ensuring cleaning materials and guest suppliesare adequate and stock levels in accordance with hotel business. - To carry out stock takes as required. - To ensure all charges are raised for laundry and dry cleaning services, where appropriate. - To assist with the preparation of Housekeeping budgets. - To update price comparisons of all Housekeeping sundry items. - To maintain good effective working relationships with linen/laundry suppliers where appropriate. People Management: - To lead and create a team environment which promotes good employee morale and ensures a high level of commitment and pride in the hotel. - To ensure effective communication with your team by holding regular briefing sessions and attending all management meetings. - To assist the Operations Manager to carry out quality planned training and development in a systematic and professional way in order to meet the needs of the business and assist in individual team member's personal development. To ensure training is recorded and all team members follow the Company Induction Programme. - To compile the department Training Plan to meet the hotel business objectives and develop team members. - To carry out performance reviews for team members after the first 3 month's then every six months, following company guidelines. - To set clear objectives for departmental team members, linked with the hotel's Business plan. - To co-ordinate the recruitment of new departmental team members up to supervisory level, in line with the Company Recruitment Policy. - To continuously coach and counsel colleagues. - To review the success of training in meeting objectives. - To correct unacceptable behaviour and performance in line with the company disciplinary procedures. - Allocate areas of cleaning on a daily basis fairly, in accordance with hotel procedures and hotel business.To act as Hotel Guest Relations as required, ensuring a professional and friendly service throughout the hotel. - To keep yourself informed of the hotel goals and objectives and those of other departments, maximising the role you play in delivering the hotel budgeted targets. - To implement an effective key control system in department, thus ensuring the security of all housekeeping keys. - To operate I.T. systems in line with company standards. - To be fully aware of and adhere to security procedures laid down. - To ensure the department actively maintains and supports Investors in People procedures and practices in order to ensure re-recognition. - To attend training when required. - To be fully aware of and strictly adhere to Fire, Bomb and Health and Safety procedures. - To be fully aware of and comply with hotel and company rules and regulations as identified in the team member handbook. ENTRY REQUIREMENTS Skills - Management: Managing priorities, the ability to listen, stress management, team motivation. - Recruitment - Ability with figures and ability to manage a cost centre - Sensibility to customers and able to deal face-to-face with guests - Ability to deliver training at all levels - Understanding of IT issues in relation to Housekeeping - Attention to detail: working carefully within the minimum time - Team working - The ability to take the initiative - Good physical resilience - Organisation and thoroughness: preparing bedrooms in the minimum length of time whilst respecting internal hotel procedures - Discretion: not disturbing guests QUALIFICATIONS/EXPERIENCE - Ability to work autonomously and as part of a team - Experience as a Head Housekeeper would be an advantage - Fluency in a second language would be an advantage - Experience with budgets - Experience leading and managing teams - Educated to a minimum A-level / NVQ level 3 - Conscientious, reliable and dedicated - IT skills