Wink Hotel Hai Phong_Housekeeping Coach (Supervisor)

Responsibilities

Guest Engagement

• Creating unique, customized, authentic guest experiences based on thoughtful observation and active listening though guests’ expressed and non-expressed preferences

• Collaborating with fellow departments to create unique, customized, authentic guest experiences based on available resources and teamwork

• Taking initiative and proactive approaches when handling guest preferences, requests and concerns

• Being readily available and approachable to all guests and provide warm, friendly, genuine services to guests

• Ensuring that functions achieve or exceed guests’ expectations

• Extending professionalism and courtesy to guests at all times and displaying the brand values of the company

• Coaching, motivating, encouraging and empowering team to take initiative and be proactive to handle customer preferences, requests and concerns

Team Engagement

• Communicating all goals and results with the HSKP, Public Area, Uniform and Linen team members

• Promoting teamwork and morale among all departments and members at all levels and functions

• Leading by example while demonstrating self-confidence, energy, enthusiasm and humility

• Identifying and recognizing outstanding individual and team performance on a continuous basis through non-traditional and genuinely encouraging reward and recognition programs

• Ensuring that the team actively and willingly participates in job-related activities including daily briefings, weekly meetings, on-going and regular hard skill and soft skill training workshops, cross-training programs, and other engagements as required

• Encouraging that the team participates in industry and guest-related activities including networking events, self-sought education programs, acting as guide outside of the hotel function, and other innovative engagements

• Proactively collaborate with other BOH teams for full support and taking action as required

Financial

• Ensuring compliance with all corporate accounting procedures

• Maximizing team’s productivity through arranging the roster based on hotel business demands

• Working closely with line manager to understand revenue and performance results

• Provide insightful and relevant cost-saving suggestions on a regular basis

Essential HSKP Functions

• Ensuring implementation of standard operating procedure and all policies and procedures related to the department

• Ensuring all guest requests and complaints are handled appropriately adhering to the hotel’s general guidelines for service recovery

• Reviewing weekly forecasts and schedules team members accordingly promoting teamwork and a competitive spirit

• Being knowledgeable about the hotel and local areas in order to provide an overall guidance to the guest, in and around the hotel and city, make recommendations tailored around the wishes of the guest

• Assisting hands on in the operation during peak periods as required

• Ensuring a strict room key control system is implemented

• Planning and implementing replacement of FF&E and OSE in accordance with needs and available budget

• Working closely with Engineering department to implement an effective preventative maintenance system on regular basis

• Controlling consumption and maintains a cost-effective inventory of guest supplies, chemicals and amenities

• Ensuring team members perform in accordance with health and safety regulations

• Planning and implementing regular general cleaning programs

• Implementing an effective energy conservation program in coordination with Engineering department

• Coordinating daily room, kitchen areas, public areas cleaning priorities

• Conducting daily room checks as well as linen room spot checks and public area inspections

• Planning and setting up proper procedures on all linen issued and control monthly linen inventories

• Communicating positively to the team and following up effectively on guest feedback

Other Responsibilities

• Understanding, continuing update and compliance of the relevant policies, procedures and service delivery standards of this position

• Understanding, continuing update and compliance of human resources policies, procedures and code of discipline; while promoting management, team and cross department support, leadership, professionalism and good relations

• Performing other related duties and functions assigned by the Assistant MIS Manager