Executive Housekeeper
Crowne Plaza Amman enjoys a prime location at the 6th circle area. Crowne Plaza Amman is only a 30-minute drive from Queen Alia International Airport. The 267 rooms equipped with an array of modern amenities and latest technology. For meetings and conferences, the hotel is well equipped for hosting business and social gatherings of every description, with five flexible function rooms. Over 240 colleagues are committed to maintaining the highest standards of luxury, quality and service which define the company.
. What’s the job? • Monitors Housekeeping personnel to ensure all guests and internal customers receive prompt and courteous service • Oversees laundry operations • Schedules routine inspections of all Housekeeping areas by/with the Assistant Executive Housekeeper and other supervisory personnel • Inspects guest and public areas on a regular basis to ensure that the furnishings, facilities, and equipment are clean and in good repair • Manages spring cleaning schedules • Makes recommendations to the General Manager or designate regarding the upkeep of furnishings, facilities, and equipment, ensuring they are clean and in good repair • Informs other departments of Housekeeping matters that concern them, particularly the Laundry Department, the Engineering Department, the Front Office, and the Food and Beverage department. Maintains open channels of communication with other department heads and the General Manager or the General Manager’s designate • Establishes and maintains effective human relations and works with human resources to ensure that team members performance is effectively managed • Conducts regular department meetings • Identifies and ensures highest possible standard of cleanliness, maintenance, guest room supplies and amenities at a realistic costs • Supervises outside contractors to ensure contractual compliance • Implements and controls Housekeeping procedures that provide for the health and safety of personnel and guests, such as lost and found service, key control, security and emergency procedures and environmental procedures • Maintains appropriate standards for dress, hygiene, uniforms, appearance, posture and conduct of Housekeeping personnel Customer Service • Demonstrate service attributes in accordance with industry expectations and company standards including: • Being attentive to Guests • Accurately and promptly fulfilling Guests requests • Anticipate Guests needs • Maintain a high level of knowledge which affects the Guest experience • Demonstrating a ‘service’ attitude • Taking appropriate action to resolve guest complaints • Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers Financial Responsibilities • Prepare, manage and achieve the department’s budget. Duties include: • Prepare and manage a cost effective budget with measurable targets for department within the financial parameters set down by the hotel budget • Effectively monitor and analyse variations from the budget • Develop systems that measure the cost effectiveness of the department • Develop procedures that track, report on, and control the running costs of the department Business Planning • Contribute to the overall strategic plan of the business and help compile the annual hotel business plan • Keep abreast of trends in your area and implement best practice initiatives • Develop a competitive business plan for your operational area and communicate this to your operational colleagues and staff People Management • Work within the company’s Human Resource Management System to ensure the departmental performance of staff is productive. Duties include: • Plan for future staffing needs • Recruit in line with company guidelines • Prepare detailed induction programs for new staff • Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation • Ensure training needs analysis of your departmental staff is carried out and training programs are designed and implemented to meet needs • Actively work at developing your staff and identify high potentials • Maintain training records for all direct reports and ensure they do the same for their staff
Job Scope Under the general guidance of the General Manager, or his/her delegate within the limits of established Intercontinental Hotels Group and local policies and procedures, oversees and directs all aspects of overall Housekeeping operations which includes guest rooms, public areas, Laundry and other specified back-of-the house areas. Ensure the highest standard of Customer Care and Service at all time. Promote the desired work culture around our Winning Ways; Do the right thing, Show we care, Aim higher, Celebrate difference and Work better together. Key Relationships Interacts with guests as well as individuals outside the hotel, such as suppliers, contractors, labor relations representatives and competitors. Cooperates, coordinates and communicates closely with Front Office, POMEC and Laundry Department, and with other department heads as required
