Housekeeping Coordinator

JOB SUMMARY

The Housekeeping Coordinator is responsible for ensuring departmental training is scheduled and executed in a timely manner. He/She will ensure all areas are performing to the AAA 5 diamond standards and LQA Benchmarking standards by doing regular quality assurance checks within the department and any additional administrative duties. The housekeeping coordinator may from time to time be called on to assist with supervisor duties.

The Housekeeping Coordinator will also supervise work activities of all cleaning personnel, to ensure the clean, orderly, and attractive presentation of rooms and public areas in the hotel, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards. 

The coordinator must assign duties, inspect work, and investigate complaints regarding housekeeping services and equipment and take immediate corrective action. He/She is also responsible for departmental training, quality assurance within the department and any additional administrative duties.

SCOPE

The Housekeeping Coordinator supports the Rooms Care Manager / Housekeeper Manager in all duties of the housekeeping operation and cleanliness levels in all areas of the property.

RESPONSIBILITIES

Operational 

• Ensure the SOP Book is updated based on hotel standards and policies
• Do daily property walks for quality assurance purposes, ensuring that all Housekeeping areas are in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards
• Spot Check rooms for cleanliness  
• Ensure ample supply of stationery and forms to be used daily in the department
• Assign room attendants and houseman duties daily.
• Read and initial logs daily and regularly during the day.
• Check rooms and public areas and follow up on unfinished items.
• Check rooms daily – vacant, arrival, occupied.
• Place houseware in rooms where applicable.
• Check and initial houseware list where applicable.
• Ensure ample supplies of amenities for daily use are placed in relevant storage.
• Ensure that staff members operate in full compliance with the AAA 5 diamond standards and LQA Benchmarking standards.
• Ensure an ample amount of daily cleaning supplies are available.
• Assist with inventories where applicable.
• Complete payroll and schedules when required to do so.
• Ensure adequate staffing for next day and to oversee night turndown service.
• Report any defects in areas under Housekeeping jurisdiction to maintenance, by entering in Maestro.
• Ensure vacant ready rooms (especially arrivals are called into Front Desk and recorded.)
• Responsible for security of keys during the am or pm, ensuring relevant documents are completed.
• Inspect no less than two occupied rooms, per room attendant daily, and hand in inspections to the Executive Housekeeper, noting any room attendants who are falling short on standards.
• Conduct daily morning briefings ensuring that all relevant information is passed on.
• Complete the daily status report in the am/pm and update Maestro.

People Management 

• Assist the Executive Housekeeper and Housekeeping Supervisors in managing, motivating and monitoring the performance of the Housekeeping team. 
• When required, actively participates in the recruitment process for the department by identifying staffing needs and shorting potential candidates by utilising the company’s HRIS (BambooHR).
• Conducts candidate interviews as required, and informs the human resources team and the Executive Housekeeper / Housekeeping Supervisors of successful candidates in a timely manner.
• Identifies candidates that are not performing to the expected standards of the company and recommend what steps should be taken.
• Assist in managing the performance management process within the department by providing continuous and constructive feedback, keeping communication lines open, providing clarification of expectations and identifying areas for improvement.
• To ensure that department goals are clear and in alignment with company objectives, AAA 5 Diamond standards and LQA Benchmark standards, and shared with staff to maximise on performance expectations.
• Actively coaches staff to unlock team member’s potential and growth, help them to develop new skills and to aid in promoting individual responsibility.
• As required, conduct annual performance appraisals for department staff, ensuring that the process is fair, free of biases, accurate, and promotes the overall purpose of the performance management system.
• Able to access and identify department conflicts and infractions against company policies / procedures, and understands how, when and what form of disciplinary action should be taken.
• Plan and execute frequent team building activities, in an effort to maintain the momentum and productivity of all staff within the department.

Training and Development

• Assist in managing all aspects of Training and Development and Talent Management to maximise on staff’s, personal and professional growth, in accordance with company’s Human Resources - Training and Culture Development team initiatives and to agreed AAA 5 Diamond standards and LQA Benchmark standards.
• Identifies and conducts assessments to determine what training needs are required for staff within the department to increase job knowledge.
• Monitor guests' feedback from various media and provide feedback on how staff could improve on their overall performance.
• Recommends and assists with the creation and implementation of training plans, based on assessment and guests’ feedback.
• Liaise with the Human Resources - Training and Culture Development team to support the department’s development objectives and ensure that staff are equipped with the necessary tools and materials to effectively execute their daily tasks.
• To carry out or ensure that regular On-the-Job training is taking place to align with the AAA 5 Diamond standards and LQA Benchmark standards.

KNOWLEDGE, SKILLS AND PERSONAL ATTRIBUTES

Knowledge

The Housekeeping Coordinator must have proficient knowledge in the following areas:

• Level 2 or above National Vocational Qualification in Housekeeping
• Knowledge of Housekeeping planning and administration 
• Knowledge of AAA 5 diamond standards as well as the hotel operating standards 
• High School Diploma or equivalent.
• Understand, speak, read and write English at CXC level or equivalent.

Skills

The Housekeeping Coordinator must demonstrate the following skills:

• Excellent interpersonal skills
• Team building skills
• Employee motivational skills
• Decision making skills
• Effective verbal and listening communications skills
• Attention to detail and high level of accuracy
• Effective organisational skills
• Effective written communications skills
• Time management skills
• Supervisory skills
• Must be computer literate.

Personal Attributes

The Housekeeping Coordinator must demonstrate the following personal attributes:

• Hospitality
• Creativity
• Reliability
• Compatibility
• Effective follow up
• Flexibility
• Consistency
• Leadership
• Professional deportment

Key Performance Indicators

• Is self-motivated.
• Keep accurate records of all special tasks performed in the department 
• Make relevant decisions related to all housekeeping issues encountered and stand by decisions and if necessary, consistently follow up.
• Coach, counsel, and discipline staff when necessary.
• Manage time effectively, ensuring that daily tasks are completed in the allocated 8 hours.
• Communicate information regarding hotel activities and changes to all related housekeeping staff.
• Enter records of all rooms inspected in the linen room log after ensuring that the required standards are consistently maintained.
• Maintain the “5” Diamond hotel standards.
• Train and retrain staff periodically, under their jurisdiction.
• Complete performance appraisals for all staff under their jurisdiction.